xzh445

Did you submit the 2 items on one claim, or complete 2 separate claims?

username

Marriott has not been very good communicating with us for years. SPG has been great but imagine how you would feel if you were taken over by Marriott which does not care about what you have done well....

ThomasBrown

1) my status is one level lower than it should be (Platinum instead of Plat Premiere)
email to customer.care not responded to
2) I didn't get points for a stay. Contact with customer.care email was a difficult wake up call - what a downgrade from SPG Plat..
It eventually worked out after 3 emails and a request to have me email the front desk for the invoice, but the email wording was very difficult to understand.

kaizen7

khabah

Completed a stay at a Marriott property on September 4th which never posted to my account, so I submitted a missing stay request 10 days after. No response or posting, so I called in a few days later and the phone agent made a note of it and said I should see it post within 72 hours. On September 25th, I called in again and the lovely, super-helpful phone agent found it and posted it immediately to my account. Didn't know it would take three weeks and three different attempts to chase a stay down.

Here's the best part: after all this, I received an e-mail minutes ago from Marriott Guest Services saying that the stay in question was already posted to my account. Me: ...

Oh, Marriott.

khabah

lingua101

Zelucifer

I guess I never paid enough attention before this, mostly because things just worked 99% of the time.

JW6130

I've been disappointed in the post-merger customer service as well. I have an upcoming cash-and-points reservation where the number of points required decreased with the merger, but I'm afraid to call Marriott to have the points adjusted because the website has two different cash prices listed (old price and new higher price).

I also don't want to sit on hold for an hour as a LTPP. Making your top-tier elite members sit on hold for an hour is unacceptable. Why can't they implement a system like the airlines, where top tier is answered almost immediately, and then everyone else has to wait accordingly based on loyalty program status? Marriott had this pre-merger.

SHLTP

CS not doing well. I don't have major technical issues but can't get anything answered properly.

I used to get Starponts for flying with China Eastern. I have stopped getting even though I should still post Aig 18 according to lurkers.

The first email back said that I am set to earn Marriott points but that I can switxh to miles. No, I don't want that. So I email back don't do that. Next email back says to call and they can help me figire out my Marriott #.

Huh?

Of course I call Aistralia number where I am - no pickup.

Reality though is every prop I have been to ispacked. Absolitrly. My guess is regular travelers like us are upset but normal ones fine. Marriott might relize they don't want or need us ince they so big

SHLTP

I emailed CS with a property specific question as I am having trouble booking my kid i to a property and rollaway bed too.

This is reaponse (.... I know how to reserve a room! And does not answet anything about specific property I am trying to book)

Thank you for contacting Marriott Customer Care.

You can always find the best available rate when you book with Marriott. I can assist you with using Marriott.com:

1. Start with a visit to Marriott.com. Once on our website, enter your desired location and dates. Next, specify the number of rooms and the number of guests in each room.
2. After entering this information, click "Find". A list of available hotels will display, along with the lowest available rate each one offers. To view the rates and room types offered during your timeframe for each hotel, you will click on "View Rates".
3. Once you have decided on a rate and room type, click on "Select". A detailed reservation summary will display. If after reviewing this information you would like to confirm, click on "Continue".
4. If you are not signed in as a Rewards Member, you will have the opportunity to do so at this time with a pop-up box. Simply close the pop-up box if you are not a member and you can then provide your guest information.
5. Once all of your information has been provided, you can complete your reservation by clicking on "Book Now". Your confirmation number will be displayed and an email confirmation will be sent to the email address you provided.

If you find you need further assist

flying_geek

I would never have thought I'd ever say this - but I got Hilton Diamond through the Aspire card, and Hilton keeps positively surprising me almost as much as Marriott keeps negatively surprising me...

lingua101

On the apps I have 9 bookings compare to 8 on web. How can this be?

FlyerJ

I received a ridiculous response to one of my many customer service (i.e. Marriott Rewards points balance correction) requests. Four requests sent over two months, and one response.

The response: Well, clearly, nobody even read my request. My request was "you vastly, vastly under-credited points to my account for a stay". Their response was: "we've investigated your request, and see that the stay in question has already posted to your account. Case closed."

Grrrrrr.

Given how many of us are missing points . . . and the fact that Marriott has pushed out absolutely NO communication or updates acknowledging this or what (if anything) they're doing to fix it . . . and given that customer service attempts to get MY points correctly credited are fruitless . . .

How long until a class action law firm gets involved in this mess?

I'm not a lawyer, but it sure seems like this mess is turning into a ripe opportunity for a class action...

lingua101

I notice that the extra booking that I have on the apps is on FP Sukumvit Bangkok. I have 2 back to back reservation with this hotel on early Jan (4-5 JAN and 5-6 JAN). Both are booked using rewards points.

Surprisingly I have 2 booking on 5-6 JAN, one have 9 digits confirmation numbers which I can find it on my email. The other has only 8 digit numbers which I cannot even find in my email. I also cannot find that in the web.

What is really going on. Lukers?

Starwood Lurker IV

Hi lingua101,

Please drop us an email on the confirmation numbers that you see and we will be able to look into this for your further.

Chua Chie Ling Social Media Specialist
Starwood Customer Contact Centre (AP) Pte Ltd
[email protected]