Late last year Marriott’s CEOÂ Arne Sorenson came out and and said that the Marriott & SPG integration was going well and while it was ‘a little more bumpy than we had anticipated’ it was mostly ‘noise around the edges’. Despite that Marriott and SPG loyalty customers are still running into a host of issues.
Issues are to be expected when it comes to an integration as big as this, what isn’t acceptable is top executives complete lack of empathy and respect for real issues that are still occurring with this program. Given that Marriott’s CEO recently stated that they were keeping unencrypted passport details for the benefit of consumers, I think it’s time for Sorenson to stop commenting publicly and put some more effort and resources into fixing these issues. To make things easier for Sorenson, here are some issues that still haven’t been resolved.
Contents
Customers Not Being Informed Of Cancelled Bookings
Read our full post on this issue
A lot of hotels have left the Marriott program as of late and loyalty members are reporting that award bookings are being cancelled in some case. One example is the Le Meridien Tahiti, customers that previously had award bookings have:
- Not been told by Marriott that these bookings have now been cancelled
- Have not had their reports refunded
What makes matters worse is that after this property left the Marriott program, Marriott specifically told these customers that their bookings would be honored. According to AccorHotels representatives (who now manage this property) they had originally come to an agreement with Marriott to honor these reservations but then Marriott tried to change the reimbursement rate agreed upon.
Unable To Select Choice Benefit
In mid January Marriott claimed that users could now select their annual choice benefit for completing 50 or 75 nights. Despite that errors persist and readers have still been unable to make a selection. Marriott’s solution is to use a different browser, the problem is that people have tried multiple browsers, computers, cleared caches and tried all of the usual solutions and they are still unable to select their benefit. Marriott these are some of your most loyal customers, what are you doing?
Points Expiring Message
Loyalty members seeing the following message when logged in:
We’re sorry, but your points expired on 12/30/2020. Our records show no account activity for at least 24 months. If you believe we missed something, please contact customer support.
Stays Not Posting Correctly
Lots of readers are reporting that after completing a stay it’s not reporting correctly to Marriott and they are having to manual intervene to get the stay to post.
Other Issues
- Room revenue line item. Has anybody seen this before? It’s almost like they have given up calling it a resort or destination fee.
- Suite night awards can’t be applied to bookings.
Final Thoughts
I don’t make a post like this to be an a******, but I’m sick of Marriott acting like there aren’t still significant issues with this integration. Stop treating your elites like dirt beneath your feet and actually fix issues rather than claiming everything is working perfectly.
