Fizzer

If this shouldn't be a new thread on the new forum then I'm sure that it will be relocated and my apologies to the Moderators.
A quick question for the Lurkers however. In the past following a stay at a legacy SPG property if there were points discrepancies etc I used to send the folio to Research. Is that option still appropriate or available? If not should I use the form on the Marriott website, that other FT members report as being generally unresponsive? Your guidance is appreciated as always.

Starwood Lurker

If it is an already-posted stay, but needs amending to include elite welcome points, other eligible charges, some (but not all) bonuses, or even adding missing nights to a stay, then - if you have a folio to reference - anyone who is trained in the loyalty program should be able to handle it. This is much different than it used to be in the legacy SPG program when that functionality could only be handled by the Research team. So, most of the time, you should be able to call us and have that corrected while you are on the phone. You will probably need the folio to give any details and you might be asked to email documentation of the issue if it is not very straight-forward.

For any actual missing stays, I would recommend sending legacy Marriott stays to [email protected] and any legacy SPG stays to [email protected] for now. While each team can probably handle missing stays for either legacy group, they are going to be much more familiar with their own.

If either team seems unresponsive, it is probably because the volume of their work has quadrupled since August 18th and they are in catch-up mode. Since their emails are answered in the order in which they are received, it might take as long as three weeks for them to get to it at the moment.

I hope this helps.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]

matravelguy

Is there a group we can email to correct points posting of an already-posted stay? I like to have the written record and don't have a ton of time to wait on the phone.

Starwood Lurker

Personally, I think it is going to take some time to hear back via email regardless of where you send it, but you can try [email protected] or [email protected]. Please attach the folio, and again, anything that is out of the ordinary is probably going to result in a referral to one of the two legacy missing stay teams.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]

freeflyin

Hopefully they are catching up, but just yesterday I received a response to an emailed inquiry from June, so if time is of the essence, you may be wise to call

Fizzer

Thank you William for another, as always, precise, informative and extremely helpful response. It is appreciated as always.

SP03

I sent an email to stay.add_marriott for my missing night, but delivery failed and got the following message.

The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.

Getting more and more disappointed with Marriott