arlflyer

Are you referring to the 2K Megabonus thing? That's not open to everyone, from what I can tell. At least not me. Despite it advertising it directly to me on the app, the second I try to sign up it says I'm ineligible.

UA-NYC

joakgarp

Well they can start by firing their CEO Sorenson who's responsible for this mess. The work culture in Marriott is awful when service reps shout at their customers and using threats. Nobody is taking responsibility and departments are not cooperating. With this kind of work culture drastic changes need to be made.

Marriott could be a great company but something is seriously odd. It's soon October and there are still problems. What the heck?

Kacee

I've never claimed to be a "migration expert" but I certainly know the difference between good customer service and poor customer service. Marriott's has been awful from 8/18 on (and really shows no signs at all of improving).

cfischer

it is open to everyone. IM the Lurkers here ... they should be able to fix it ... or call Marriott CS.

lougord99

delete. Information was incorrect.

margarita girl

Kacee

Yes, it did. Every time.

JBord

I disagree. Maybe IT professionals know that. But C-suite professionals know that BOTH are equally important. IT focuses on blocking and tackling (as do certain segments of front line operations). Marketing and others focus on communicating and messaging. It's the reason different departments exist within a large corporation like Marriott. No reason at all they can't do both.

That said, I'm not sure this qualifies as a crisis. It's a migration with a number of issues that is taking longer than necessary to fix. It's not like an airline's systems were broken for weeks and people are stranded at airports indefinitely.

stc

As an IT Professional, I can say this NEVER should have happened. They should have stood up a new system and migrated the data from the two existing systems, left the old systems live, and QAed the new system. Rinse, Lather, Repeat until you get it right. Do not go live with the new system until there were no major known problems. Don't announce a date until you are sure.

CPRich

As an "IT Professional" with 25 years of doing conversions, migrations, etc., for F100 companies, I can assure you that every single one of them went through at least 8 mock conversions, often more, and at least 2 passes with no significant issues.

Not once did the actual go-live run without significant unexpected issues.

This is worse than many, not as bad as some. But to just say "they should have tested it until it worked" and thinking that means it would have worked flawlessly, simply isn't realistic.

And no, getting the work done and effectively communication are certainly not mutually exclusive.

A "a Crisis Management Agency" would probably just slow things down. And everyone here would complain that "all they're doing is PR, why don't they fix it".

TerryK

Precisely. Don't do PR, just get the system to work.

writerguyfl

There are over 6,700 hotels across the globe connected to Marriott's systems. Most of those hotels are franchises. Expecting franchises to operate two computer systems concurrently simply isn't feasible.

craigthemif

I may be wrong, but my understanding is that Marriott is building a brand new IT infrastructure, but that it isn't ready yet (and never had a chance of being ready by August). So the reason that issues aren't being fixed is because most of the focus is on the new systems.

So rather than "test, test and test again" some of us are simply wondering who forced Marriott into an August merger instead of the far more sensible year end. (particularly for status) The answer is surely senior management and that's where fingers should be pointed and heads should be rolling.

stc

This is all back-end stuff. There only place there would be two computers would be Marriott Corporate IT.