A question for the Starwood Lurkers

Reply

Old Oct 13, 18, 8:09 pm
  #1  
Original Poster
 
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MP Platinum,SPG Plat75/ LTG,MR Plat
Posts: 1,158
A question for the Starwood Lurkers

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.
Bossa Nova likes this.
Fizzer is offline  
Reply With Quote
Old Oct 15, 18, 2:30 pm
  #2  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
Programs: SPG Employee Level
Posts: 31,509
Originally Posted by Fizzer View Post
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.
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]

Last edited by Starwood Lurker; Oct 17, 18 at 1:22 pm Reason: corrected email address
Starwood Lurker is offline  
Reply With Quote
Old Oct 15, 18, 2:55 pm
  #3  
 
Join Date: Apr 2017
Posts: 36
Originally Posted by Starwood Lurker View Post
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.
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.
matravelguy is offline  
Reply With Quote
Old Oct 15, 18, 3:07 pm
  #4  
Company Representative - Starwood
 
Join Date: Nov 2000
Location: Austin, Texas
Programs: SPG Employee Level
Posts: 31,509
Originally Posted by matravelguy View Post
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.
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]
Starwood Lurker is offline  
Reply With Quote
Old Oct 15, 18, 3:17 pm
  #5  
 
Join Date: Jan 2005
Programs: SPG Plat,DL Silver,UA GOLD MM,WN CP A+list,AA Gold,Hyatt Exp,HH Gold,MR LT PLAT
Posts: 2,093
Originally Posted by matravelguy View Post
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.
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
freeflyin is offline  
Reply With Quote
Old Oct 16, 18, 4:03 pm
  #6  
Original Poster
 
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MP Platinum,SPG Plat75/ LTG,MR Plat
Posts: 1,158
Originally Posted by Starwood Lurker View Post
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]
Thank you William for another, as always, precise, informative and extremely helpful response. It is appreciated as always.

Last edited by Fizzer; Oct 17, 18 at 6:15 pm
Fizzer is offline  
Reply With Quote
Old Oct 18, 18, 8:55 pm
  #7  
 
Join Date: Aug 2002
Location: PHL
Programs: Marriott/SPG PLT PREM, Hilton Gold, Hyatt EXP, Delta Silver, UA Silver
Posts: 388
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
SLC 4217, EuropeanPete and atojbk like this.
SP03 is offline  
Reply With Quote

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are On
Refbacks are Off


Thread Tools
Search this Thread
 
  • Ask a Question
    Get answers from community experts
Question Title:
Description: