Aug 23, 2018, 9:22 am
Last edit by: jspira
Marriott began the IT integration of its 3 loyalty programs on August 18 with a goal of combining them into one unified program. It told members to expect websites and apps to be inaccessible that day and problems stretched into the middle of the week. By Thursday, the dust seemed to settle although members continued to report specific issues.
How Bad Do You Estimate The IT Rollout Will Be?
Aug 18, 2018, 11:46 am
#1
Original Poster
Join Date: Jan 2014
Location: Denver, Colorado
Programs: IHG Spire, Hilton Honors Gold, Marriott Titanium, Mileage Plus Gold
Posts: 1,736
How Bad Do You Estimate The IT Rollout Will Be?
Well its 10:44AM on the west coast and I still can't login to my account. I really really hopping it won't be but, for some reason, I feel like this is going to be like the rollout for healthcare.gov
Thought? Has anyone else been able to login to their accounts?
Thought? Has anyone else been able to login to their accounts?
Aug 18, 2018, 12:15 pm
#2
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
No, I haven't, and I am seeing various results accessing either site from one try to the next. But I do not expect access until Sunday at the earliest. This is far from a "flip the switch" change over. With luck, management is keeping the pizza and drinks flowing so the engineers can address issues that pop up.
Aug 18, 2018, 12:29 pm
#4
Join Date: Apr 2005
Programs: Starwood:Lifetime Platinum, Air Canada:Basic, Asiana:Lifetime Diamond Plus, ANA: Basic
Posts: 980
The IT staff should not be rushed. Give them as much as and shield them from as much pressure as possible - and lots of snacks and pop. Champagne ready after few days no crashes.
You rather have things done as perfectly as possible at the beginning than have everything live and try to fix holes afterwards. If it takes a few days, it takes a few days. It may feel the pain on days of lost reservations - still better than weeks of bad press if you force roll out and system crashes all the time and spend even more money fixing holes left.
Worse comes to worse, restore everything to yesterday and declare the integration was a failure and will try again in another 6 months.
You rather have things done as perfectly as possible at the beginning than have everything live and try to fix holes afterwards. If it takes a few days, it takes a few days. It may feel the pain on days of lost reservations - still better than weeks of bad press if you force roll out and system crashes all the time and spend even more money fixing holes left.
Worse comes to worse, restore everything to yesterday and declare the integration was a failure and will try again in another 6 months.
Last edited by yeunganson; Aug 18, 2018 at 1:32 pm
Aug 18, 2018, 12:33 pm
#5
Original Poster
Join Date: Jan 2014
Location: Denver, Colorado
Programs: IHG Spire, Hilton Honors Gold, Marriott Titanium, Mileage Plus Gold
Posts: 1,736
The IT staff should not be rushed. Give them as much as and shield them from as much pressure as possible - and lots of snacks and pop. Campaign ready after few days no crashes.
You rather have things done as perfectly as possible at the beginning than have everything live and try to fix holes afterwards. If it takes a few days, it takes a few days. It may feel the pain on days of lost reservations - still better than weeks of bad press if you force roll out and system crashes all the time and spend even more money fixing holes left.
Worse comes to worse, restore everything to yesterday and declare the integration was a failure and will try again in another 6 months.
You rather have things done as perfectly as possible at the beginning than have everything live and try to fix holes afterwards. If it takes a few days, it takes a few days. It may feel the pain on days of lost reservations - still better than weeks of bad press if you force roll out and system crashes all the time and spend even more money fixing holes left.
Worse comes to worse, restore everything to yesterday and declare the integration was a failure and will try again in another 6 months.
Aug 18, 2018, 12:39 pm
#6
Join Date: Jun 2015
Location: New York
Programs: AA, CX, Hyatt, Marriott
Posts: 1,484
How many years do not matter. The system merge is a complicated issue with a lot of ERP implications. A 2-day conversion is considered extremely smooth in any (partial) ERP modules implementation in M&A (assuming Marriott already done the HR and financial modules).
Aug 18, 2018, 1:17 pm
#7
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,964
ERP is mostly internal and I hope they had worked a lot of that stuff out or defer a lot of it. Can't do all in one shot, right?
For those in IT and are curious, let's see what we can come up with the tasks...
Assuming they are moving SPG into Marriott, not a 3rd system, here are the things I can think of (I am sure there is a lot more):
1 - add all the SPG hotels
2 - move/merge member accounts - balances, transactions, lifetime totals <=== I guess this is not part of what will happen this weekend
3 - move all the reservations (and sync with 3rd party / GDS sources)
4 - change the hotel categories
5 - enable new program rules
6 - update the website
7 - internal system changes / user come online (some might be related to ERP)
8 - website / customers come online
I think the fact that they actually removed login this morning on the web shows that they are progressing. Of course, there will be problems. The question is how bad.
For those in IT and are curious, let's see what we can come up with the tasks...
Assuming they are moving SPG into Marriott, not a 3rd system, here are the things I can think of (I am sure there is a lot more):
1 - add all the SPG hotels
2 - move/merge member accounts - balances, transactions, lifetime totals <=== I guess this is not part of what will happen this weekend
3 - move all the reservations (and sync with 3rd party / GDS sources)
4 - change the hotel categories
5 - enable new program rules
6 - update the website
7 - internal system changes / user come online (some might be related to ERP)
8 - website / customers come online
I think the fact that they actually removed login this morning on the web shows that they are progressing. Of course, there will be problems. The question is how bad.
Last edited by username; Aug 18, 2018 at 3:31 pm
Aug 18, 2018, 1:37 pm
#8
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
As of noon pacific, the Marriott site is up and showing my reservations and points. It wouldn't let me modify a reservation but so far the rollout is solid
Aug 18, 2018, 1:43 pm
#9
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Just tried both MR & SPG and was not presented with a means to log in, but the pages were very clean and allowed searching for rooms. Earlier I got various errors and strange page layouts. I'm impressed with their progress. Hope it holds up.
Aug 18, 2018, 1:46 pm
#10
FlyerTalk Evangelist
Join Date: Aug 2009
Location: ZOA, SFO, HKG
Programs: UA 1K 0.9MM, Marriott Gold, HHonors Gold, Hertz PC, SBux Gold, TSA Pre✓
Posts: 13,811
Data Point as of the time of posting.
1. Marriott's website is still partially down.
2. Points have not been merged into the combined account yet.
3. New status has been updated.
1. Marriott's website is still partially down.
2. Points have not been merged into the combined account yet.
3. New status has been updated.
Aug 18, 2018, 1:52 pm
#11
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
You must combine your accounts once they are ready for it. You get to choose which account will be your "going forward" account and combine the other(s) into it. You should get an email from MPG letting you know the new SPG account is ready to use and that combining can commence. Sit tight for now and keep current with FT posts about the merge.
Aug 18, 2018, 2:15 pm
#12
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,964
I don't see the login in but at least now SPG hotels are showing up on searches and new point levels reflected for redemption - neither was true 2 hours ago. Can't book though. So, I am guessing we are progressing.
Aug 18, 2018, 2:29 pm
#13
Join Date: Aug 2018
Programs: United
Posts: 2
Marriot refused to accept Amex Points transfer
I have several Amex SPG cards and like clockwork amex transfers my points monthly and SPG accepts them the same day.
Until merger time.
I have confirmed with 3 separate calls to Amex they transferred as normal points from my personal card on 8/9 to partner SPG and on 8/12 for my business card.
This represents over 120k points for this month work 360,000 post conversion.
However these points did not show up in my SPG account, after several calls, and email exchanges I was told to contact a manager at SPG. The manger carol after an extended delay confirmed that on instruction from Marriott SPG would not accept the points from Amex.
It would seem this is an attempt to defer acceptance until post combination purely to avoid paying the property 3 to 1 conversion.
Anyone else have this occur. Seems like it would be systemic for anyone whose cycle closed after 8/1
Until merger time.
I have confirmed with 3 separate calls to Amex they transferred as normal points from my personal card on 8/9 to partner SPG and on 8/12 for my business card.
This represents over 120k points for this month work 360,000 post conversion.
However these points did not show up in my SPG account, after several calls, and email exchanges I was told to contact a manager at SPG. The manger carol after an extended delay confirmed that on instruction from Marriott SPG would not accept the points from Amex.
It would seem this is an attempt to defer acceptance until post combination purely to avoid paying the property 3 to 1 conversion.
Anyone else have this occur. Seems like it would be systemic for anyone whose cycle closed after 8/1
Aug 18, 2018, 3:01 pm
#14
Join Date: Nov 2004
Location: Dubai
Programs: BA Silver, FB Plat, EK Gold, BonvoyAmb
Posts: 2,021
My SPG account is now missing 5 nights. Also not showing those recent stays in recent activity, although the total points after conversion is correct.... took screen shot of old “account” showing totals. Will see if corrected overnight.
Aug 18, 2018, 3:05 pm
#15
FlyerTalk Evangelist
Join Date: May 2001
Posts: 10,964
On Marriott...I can now logon but I don't see my SPG balance added. I did not link the accounts for status earlier but I did link them for conversion. I have no reservation on SPG. I don't see my YTD or lifetime total night change but the Lifetime Total points is no longer shown.
Trying to book with points got " This service is temporarily unavailable. But don't worry, we're on it. Please try again later."
SPG is back but forwards to Marriott without ability to log in...
At least there is progress...
Trying to book with points got " This service is temporarily unavailable. But don't worry, we're on it. Please try again later."
SPG is back but forwards to Marriott without ability to log in...
At least there is progress...
Last edited by username; Aug 18, 2018 at 3:13 pm