Systems Outage Update

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Old Aug 19, 18, 11:08 pm   -   Wikipost
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Last edit by: RogerD408
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If you see only Marriott account activity / points when logging into SPG.com: (as of August 19)

If you use the same email address and password on both SPG.com and Marriott.com, logging in appears to take you to your Marriott account by default. Try using your SPG account number and password to log in.

If you use the same email address and different passwords, each password should take you to each separate account. You need to log completely out to switch accounts.

It may be helpful to use different browsers or an incognito/private browsing window to be able to access both accounts without confusing your browser.

Also, regardless, be sure to uncheck the Remember Me before logging in to make account selection easier until you have combined your accounts and have a single login again.

Try https://www.marriott.com/default.mi?...spg&reset=true to access your SPG account.
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Old Aug 20, 18, 7:17 am
  #106  
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Originally Posted by Adelphos View Post


There is probably some contractual / legal reason for this.

The question is will there be any advantages to having two accounts...
I think it's more from not being able to make the proper connections of what belongs where, putting the onus on us can make sense.

As for keeping the separate accounts for now, I have no intention to combine mine until I know how that ends up. One, I have a few discrepancies that I think will be easier to work out while separate. Two, I am close to earning LTP in both programs and haven't decided if I want that before combining (I don't trust them tracking legacy progress). Three, (doesn't apply to me, but...) I can see if someone was able to earn 10 SPG SNAs before 7/27 and another 5 SNAs after this merger may also be able to earn 10 SNAs in their MR account if they cross 50 & 75 nights in that account. If you combine, then 15 SNAs would be the max.
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Old Aug 20, 18, 7:45 am
  #107  
 
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Can log back in to both accounts this morning. Now, missing 11 nights (it was 9 yesterday) and the associated stay count from my SPG total for this year.

Still showing as lifetime nothing instead of LTG.

wonder how many days to give them before emailing/calling to fix....
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Old Aug 20, 18, 7:48 am
  #108  
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Originally Posted by dcstudent View Post
Can log back in to both accounts this morning. Now, missing 11 nights (it was 9 yesterday) and the associated stay count from my SPG total for this year.

Still showing as lifetime nothing instead of LTG.

wonder how many days to give them before emailing/calling to fix....
Personally, I'd give them a week to deal with the panic callers. If you have a stay coming up within that time where the correction will bump your status, then join the masses. I suspect they are doing a lot still and I'm not in a rush. I made screen shots of what I had before and that's what I'm looking for. Right now SPG has more LT nights than I should have, I expect those to go away.
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Old Aug 20, 18, 8:00 am
  #109  
 
Join Date: Dec 2001
Location: SPG Lifetime Plat, Hyatt Diamond, Hilton Gold:AA Plat, Now retired but previous NWA PLAT 2 Million +, United 1K plus etc etc
Posts: 540
I combined accounts yesterday and it worked fine. See my instructions farther up this thread.

During the combine process it tells you you will see information combined:

-instantly after combining you will see your combined points, nights, elite status, upcoming reservations.

-Within 48 hours after combining you will see Suite night awards, free night certificates, past activity, mobile key and guest services.

It it sounds like you need perform the combining process in order to trigger the full merge of account data.

log into Marriott.com, go to your profile and it will say combine your accounts....start the process and see what happens. Read my instructions and steps above as to what it asks for and displays during the combine steps as it doesn’t show lifetime nights until after you’ve completed the steps.

Logging back in today, I now see all my past activity including both past spg and Marriott stays. Yesterday I couldn’t see past SPG stays.

All my data is is still displaying correctly (nights, points, status etc)

This link now redirects to Marriott but starts off at the old SPG site and let me log in just fine this morning.
https://www.starwoodhotels.com/prefe...language=en_US

FYI, lifetime status is a bit hard to see under your account overview. It will first tell you in various places your current status (not including the Lifetime flag) ie Platinum Elite, then farther down the page (you need to look for it) it says you are Lifetime Platinum Elite and for me it also says up next (Jan) Lifetime Premier Elite
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Old Aug 20, 18, 8:12 am
  #110  
 
Join Date: Sep 2017
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Originally Posted by Bigshaker View Post
I combined accounts yesterday and it worked fine. See my instructions farther up this thread.


I tried it - doesn't work anymore. They have changed the SPG domain to redirect to marriott.

Originally Posted by Bigshaker View Post
It it sounds like you need perform the combining process in order to trigger the full merge of account data.

log into Marriott.com, go to your profile and it will say combine your accounts....start the process and see what happens. Read my instructions and steps above as to what it asks for and displays during the combine steps as it doesn’t show lifetime nights until after you’ve completed the steps.

Logging back in today, I now see all my past activity including both past spg and Marriott stays. Yesterday I couldn’t see past SPG stays.

All my data is is still displaying correctly (nights, points, status etc)

This link now redirects to Marriott but starts off at the old SPG site and let me log in just fine this morning.
https://www.starwoodhotels.com/prefe...language=en_US

FYI, lifetime status is a bit hard to see under your account overview. It will first tell you in various places your current status (not including the Lifetime flag) ie Platinum Elite, then farther down the page (you need to look for it) it says you are Lifetime Platinum Elite and for me it also says up next (Jan) Lifetime Premier Elite
Cannot log into SPG regardless of the links I try. Tried all of the links posted in this thread, in private browser windows, in Firefox (0 addons, 0 ad-blocks, 0 items cached).
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Old Aug 20, 18, 8:14 am
  #111  
 
Join Date: Sep 2011
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Originally Posted by Bigshaker View Post
My account merge/combine worked just fine at 1:15pm pacific time today.
It did involve some steps and confusion.
End result, total nights are correct. Total points are correct. Current Status is correct. Reservations are showing up (only Marriott as I had no future SPG reservations)
I wanted to keep my Marriott number and not have to remember a new SPG # so I did the merge from the Marriott site.

These steps worked for me. I’m sure there’s a less involved way but if it works...go with it.

-First off log into your Marriott (Marriott.com) account and uncheck (to not)remember me. You can check your Marriott points and nights totals under overview. Then log out of your Marriott Account.
-Log into your SPG (starwoodhotels.com/preferredguest/about/index.html) is the only site that worked to see my SPG info) account using your email address and password and make sure to uncheck (to not) remember me. If you haven’t logged out of your Marriott.com account and turned off remember me this step of logging into SPG won’t work.
https://www.starwoodhotels.com/prefe...language=en_US
-Drop down below your name in SPG and go to Profile. You’ll see your new SPG number in here.
-change drop down to Overview and you should also see your SPG night totals YTD and Lifetime.
-log out of SPG
-Log back into Marriott.com using your Marriott login and check (turn on) remember me.
-Drop down below your name to Profile.
-here it should display combine your accounts as an option.
-start the process to combine accounts. When it asks to verify your account enter in your SPG account info (I used my email instead of new SPG number assume you could use your new SPG here as well) it’s not wanting your Marriott info here as you’re logged into Marriott with remember you enabled.
-at this stage it will bring up the totals of the two accounts to be merged side by side.
It DID NOT display any lifetime nights totals at this stage only YTD nights for both programs. I almost stopped here but kept going.
-Continue with the combine, it will then pickup your lifetime totals from space and show you the finished product of total nights and points combined.
-At this point I logged out of Marriott.com and then logged back into Marriott to see if it remembered everything and went thru all my account info, overview, Profile, activity. For me, it is all correct.
-After you have combined account and logged back in, you can scroll down in your “overview” to see your Lifetime Status as it shows up below your current status today 1/2 down the second page.
Ie my Status today says Platinum Elite then just below that it says Lifetime Platinum Elite. Then click the arrow beside Lifetime Platinum Elite and it will display your combined lifetime totals including nights and total Elite years at each level.
-The only step left for my account is for it to roll to LTPP on Jan 1st with my 1,100 total combined nights and 17 years as Plat which both displayed correctly in the previous step. Assuming if you had more than 750 spg nights today it would display LTPP now after the combine steps above.

Good luck to all!
I literally tried these steps but when I get here:
-Log back into Marriott.com using your Marriott login and check (turn on) remember me.
-Drop down below your name to Profile.
-here it should display combine your accounts as an option.

I DO NOT see a "combine your accounts" option...
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Old Aug 20, 18, 8:38 am
  #112  
 
Join Date: Dec 2001
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Posts: 540
They must have combine accounts disabled right now but that is where you should see it under the profile drop down menu.

I found this link to combine as well but it is not turned on right now.
https://www.marriott.com/loyalty/mer...ogram=marriott

Last edited by Bigshaker; Aug 20, 18 at 9:00 am
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Old Aug 20, 18, 8:44 am
  #113  
 
Join Date: Jul 2009
Location: AUS
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I have the same issue - I cancelled a point redemption reservation Saturday AM and the points have not been put back in my account. More troubling, the cancellation e-mail says:
Beginning Points: 315267
Points Used for Award: 315000
Adjusted Points: 267
It should say the opposite - 267 beginning and 315267 adjusted.

Previous cancellation e-mails looked like this:
Beginning Starpoints: 203231
Starpoints Used for Award: 0
Adjusted Starpoints: 323231

Anyone else notice this in a cancellation e-mail?
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Old Aug 20, 18, 9:47 am
  #114  
 
Join Date: Dec 2001
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Breaking news in a different thread...

Members,

This weekend, we began the process of updating our systems to launch our new loyalty program.

At this time, we are excited to share that we have brought together all of our channels and members can now book all 6,700 hotels on SPG.com, Marriott.com and corresponding apps.

Later today, we are planning to rollout Combine Accounts functionality in batches to members to ensure site stability and a seamless user experience. When you log in to your account and see the prompt, you can then manually combine your accounts to view joint activity and one point balance. Accounts can only be combined by you, the member. Even if you linked your SPG and Rewards accounts prior to this change, you still need to take the action to combine your accounts once it is available to you.

To combine your accounts, all you need is your login info for both accounts. Combine and keep your new SPG number here. Prefer to keep your Rewards number? Combine here.

We are also aware of and are currently working to solve a few known issues impacting some members, particularly issues around status not displaying correctly.

As a reminder, status.marriott.com will periodically have additional updates.

Kind regards,

Alexandra B.
Specialist, Social Media
Marriott International

[email protected]

Combine Accounts Update
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Old Aug 20, 18, 9:51 am
  #115  
 
Join Date: Sep 2017
Posts: 8
I managed to log in after doing a password reset request using the email from my SPG profile (even though I'm 100% sure the password I entered was correct).
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Old Aug 20, 18, 10:06 am
  #116  
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Originally Posted by GMoneyCO View Post
You aren't alone, a number of mine are as well. Once call center volume calms down in a few days I'll call in and get them added retroactively.
There was apparently a glitch for a few weeks earlier this summer where those points did not post with the stays. They fixed the problem going forward after a while, but seem not to be interested in sweeping to credit the missing points retroactively. I have three of them which I will call in for, probably after Labor Day as we're only talking roughly 1,000 points total.
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Old Aug 20, 18, 11:01 am
  #117  
 
Join Date: Aug 2003
Posts: 280
Unable to book stay with points

Currently unable to book a stay for later this week and pay with points. SPG site gives me generic “we’re sorry” error at the booking step. SPG app says that my “SPG Amex isn’t accepted at this property” and won’t allow me to input another card. Call center says they can’t book stays with points either.

Fix this mess, Marriott!
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Old Aug 20, 18, 6:37 pm
  #118  
 
Join Date: Sep 2010
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Originally Posted by khaosspawn View Post
I managed to log in after doing a password reset request using the email from my SPG profile (even though I'm 100% sure the password I entered was correct).
This is what I had to do as well.

When I tried to set a new password, it wouldn't accept a 20 character password with special characters in it (#, & etc). My old SPG password had these special characters as well too. Once I regenerated with only letters / numbers it was fine.

My SPG account also had my email removed since it's shared with my Marriott account. I just used another one for now. Neither of my accounts have lifetime years indicated anywhere (though nights are available and generally correct).
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Old Aug 20, 18, 7:32 pm
  #119  
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Originally Posted by Bigshaker View Post
They must have combine accounts disabled right now but that is where you should see it under the profile drop down menu.

I found this link to combine as well but it is not turned on right now.
https://www.marriott.com/loyalty/mer...ogram=marriott
Up until today I could see Combine Accounts and now I don't see it.
I guess, as per your other post above, I'll have to wait again to see it... still a bit hesitant to do this at this time though.
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Old Aug 20, 18, 11:50 pm
  #120  
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Not sure if this has been mentioned further upthread, but I just got off the phone with a customer service representative to ask about the missing spend on both my MR and SPG accounts in addition to the now 12 nights missing from my SPG total. She said that presently, call centers have limited access to member accounts and that those particular issues are known, that the internal teams are working on them and that Marriott has an aim to resolve all of those issues in the next 48 to 72 hours. So hopefully, by Friday, all should be well across our accounts.

Also: even if either/both accounts have discrepancies in them, she told me that it's fine to combine now and that whatever data we can't see on our screens right now exists in Marriott's systems and will be added within the next 48 to 72 hours regardless of account combination or not.

Hope this helps. Looking forward to this whole debacle coming to a smooth, unified ending ASAP.

khabah
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