Originally Posted by mingzie

Changing status and adding nights is literally two clicks

Originally Posted by mingzie

Changing status and adding nights is literally two clicks and costs Marriott nothing because that's what the customer earned.

Its clear Marriott is just being as cheap as it possibly can in regards to every issue under the sun (even if that means screwing over people)
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I've had four week non replies / completely incorrect replies. Its like talking to a wall. If Marriott don't have the power to do anything and the instructions given are to be as vile and restrictive to customers as possible why even have a phone line or email?

Originally Posted by Starwood Lurker

Our very sincere apologies for the inconvenience, but the answers reflect the reality of some of the issues we've been sent. Believe me, if we could make a couple of mouse-clicks and fix something, we certainly would. So, it is very much about inability in some situations, but nothing to do with unwillingness. If you've contacted us and we told you that we need to wait for the IT team to fix something, then you have been logged on our escalation sheet and the IT team has been made aware. There's just nothing more we can do until we are told the issue has been fixed.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]

Originally Posted by GoSh4rks

I'm not even in IT and I'm 100% sure this isn't true.

Originally Posted by GoSh4rks

I'm not even in IT and I'm 100% sure this isn't true.

Originally Posted by mingzie

Well I am a software engineer in IT and I am 100% sure with any competence on Marriotts side this is true. They have a demonstrated ability to add points and nights as well as alter status at their discretion. They also have the ability to grant status until a certain date. This is all doable with a couple clicks.

The only reason this is not being handled is due to greed (err to the side of not giving). This data is literally all stored in a database and a single command can add deserved elite years to a member.

If its not doable (which it is because theyve shown they can change status at their discretion), the entire IT team should be fired

This is greed and lack of customer care, plain and simple.

Originally Posted by GoSh4rks

I meant that nobody that is on the front lines is going to be able to (or should be able to) adjust stuff with 2 clicks. Takes a lot more than 2 clicks to get to the right person.

Originally Posted by GoSh4rks

I meant that nobody that is on the front lines is going to be able to (or should be able to) adjust stuff with 2 clicks. Takes a lot more than 2 clicks to get to the right person.

Originally Posted by Kacee

A big part of the problem here is that Marriott has deliberately not empowered front line cs personnel to fix problems. This virtually guarantees thousands of angry customers.

I actually think Marriott has now sunk below Comcast and Verizon for poor customer service. And you really can't get any lower on my list than that.

Originally Posted by forumpersona999

I was not told anything about any action taken. The question was simply ignored. My 2018 status was correct once I merged but bumped down a level 3 days later. Since then it is a level below what I was told in https://members.marriott.com/faq/#wh...s-be-in-august and there is nobody explaining it to me despite several requests.

Originally Posted by Starwood Lurker

Can you give a few more details on this? What level did you have when you merged accounts and what level did you go down to three days later? What level are you expecting to be at this point in time?

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]

Originally Posted by scotchbeef

Hi All,

I've never posted before but a regular reader. Anyway, I've been downgraded post merger from Gold in Marriott Rewards to Gold in the new system when I was expecting Platinum. i.e. the website says Marriott Rewards Gold = Platinum post merger

I've got 660+ nights combined and 8 years at Platinum (MR Gold), so they are telling me I'm two years short of Lifetime Platinum.

I wasn't traveling as much as normal last year so didn't quite hit 50 nights. (I became a Dad with my first child...)

In March they offered me a status challenge for MR Gold (I highly value having the lounge to work in) which I duly completed with a couple of heavy months travel.

Customer Service are telling me since I am less than 50 nights this year and 2 years short of Platinum Lifetime, then I am not eligible for Platinum

The challenge I completed only a few months ago is now irrelevant and they will not honour it.

Anyone else been short changed like this post Merger? Feels very petty and not honouring all the promises given during the merger transition.

I am considering my options as the Customer Service is pretty terrible (takes weeks and chasing to respond) and I have no confidence they will honour future promotions if they change their mind and remove previous deals when they feel like it.

Originally Posted by scotchbeef

Update: I have been reinstated at Platinum in the new program. Thanks to the support on here, it seems to work better than the traditional customer service!