Posted by William Charles on January 25, 2019
Hotel Rewards

Published on January 25th, 2019 | by William Charles

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‘Noise Around The Edges’ Share Your Issues With Marriott Here

Late last year Marriott’s CEO  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.

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

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.

 



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Jeff
Jeff

One issue I have with Marriott is their consistent lies with their price matches from travel websites. An example is a recent upcoming booking in San Diego at Hotel Republic. A room is $195 a night and Amextravel.com and Chase’s website has the same room, same amount of people, same dates for $158 a night. Marriott said that the room’s I’m looking at booking are not available on the Amex or Chase website, plus Marriott said the hotel was sold out for those dates too despite availability on their website.

Brad Chase

Here Here. Marriott was a great company for so many years. They’ve taken their eye of the ball and it verges on becoming the same open contempt for elites displayed by virtually every airline in the U.S. Hopefully they come back to reality. Gold and Platinum status are effectively worthless on United, Delta, American, Alaska, etc. Would really stink to see our hotel chains go that way.

Lrdx
Lrdx
Monger
Monger
Dave C
Dave C

eye of the ball?

Drivesabrowntruck
Drivesabrowntruck

Huzzah!! 100% on point. Love that you guys use your site for the common people’s views. This is why people come here, for unbiased views and bringing to surface real issues that corporations brush off as business as usual.

Thanks again for all you do and for not becoming what most here would call “sellouts” to the credit card companies and hotel/airline industry.

Edit: Forgot my issues. I also have had nights not credited this year as well. Also, the terms around travel packages is at best, muddied. There are no hard rules on if/how to upgrade certificates when before the transition this was sold as a perk when redeeming for a package. Right now they are flat out denying upgrading certificates, even with equivalent points. Some have gotten lucky but they are the exception to the rule.

Dan
Dan

+1

Alucard
Alucard

+1. Don’t need doc to be the next TPG sellout

Brownc424
Brownc424

I don’t think you’ve even begun to touch the issues. There are so many problems, big and small. From the travel package fiascos, the issues with the new program rollout (everything from hotels ignoring the new rules, to Al Maha deciding to charge award guests for food and activities), people missing millions of points, the lack of employee training on the new program, and I don’t think it can be said enough; the lack of communication.

trimal
trimal

I found my two recent ex-SPG hotels not posting the welcome points. I contact the Marriott corporate via email for 5 times, but they insist it’s already posted but those 1K are actually from Megabonus. Any suggestions? They are just gonna lie to my face?

Brownc424
Brownc424

Try Twitter.

MoreSun
MoreSun

Marriott is so big they can treat their customers however they want. They have no reason to address any of these issues because customers are still staying at their properties. Long term it will hurt them as new business will get a taste of Marriott and run to Hilton but loyal business will have to be burned badly before they start over with another chain. Marriott gets to have their cake (all the loyal customers) and eat it to (why give benefits and points if you don’t have to? Save the money!) and when it goes bad in a couple years the execs will have moved on to other endeavors.

Yoni
Yoni

Like so many other behemoth corporations while not monopolies sure as hell act like it.
Amazon, Samsung, Google, FB, TBTF banks and card issuers, only a handful of exception I can think of Costco, T-mobile, Home Depot, Trader Joes that I still find care about customers (maybe not thier employees).

They grow so big that they DGAF or feel
they have to anymore. Sad that small companies tend to offer better/excellent CS while seeking market share.

M&A mainly benefit C level Execs, sometimes stockholders and M&A firms. Yet almost always screw employees and customers.

I’m really dreading the likely given
T-mo/Sprint merger.

the_shek
the_shek

Issues I’ve had are:

Applying existing pre-merger travel packages to desired bookings including upgrading/downgrading level of travel packages.

Getting 10 elite night credits posted by hotel rewarding events due to merger making it difficult to near impossible for hotel property managers to apply these elite night credits for any events occurring right before the merger.

Getting elite night credits on Dec 31st night stays to properly credit.

Dealing with having a stay on the same night in opposite time zones (so stay a night in East Asia and then flying the USA and staying that same calendar night again)

DJ
DJ

Their call center wait times for Platinum and up are still high. The twitter team takes 3-4 days to get back to simple inquiries.

Missing stay requests have been funneled to an offshore India team who struggles to understand the process/puts the onus on the customer to provide every single detail when they are the ones with the access to the res. system.

Chris
Chris

One big issue is that reservations are not showing correctly on the website. We made a reservation with rewards on a “reserve and add points later” basis. The system set up 2 reservations but we could only see only one. When we cancelled the first reservation we did not know about the second “ghost” reservation because we could not see it.

If we had not gone into the account to review upcoming reservations, we would not have found the ghost reservation that became visible that would have taken points if we had not cancelled the second (ghost) reservation.

Bottom Line: after cancelling a reservation, review your upcoming reservations because there may be identical ghost reservations that will eat your rewards and cash if not cancelled.

Another issue is that reward reservations with “pay with points later” made prior to the merger are inflating the points needed incorrectly on the reservations. You have to refer to your email confirmation, call it in and have them contact the hotel to get the points taken from your account correctly vs. overcharging the points automatically. If you go with what is on the website you will lose a lot of points to the inflated values.

Bottom line: check your email confirmations for the correct points required and then check your online reservations. Contact Marriott directly to correct the points values. Keep your email confirmation with the points as proof.

Jeremy
Jeremy

Ugh so that’s what is happening.. scrolled down just to browse the comments while on hold and voila. Thanks.

Dave P
Dave P

Long delays when transferring points to airlines. Under SPG this used to take about 1 day. Under Marriott, I initiated a transfer last week, the points are gone from my Marriott account, but they still haven’t posted to my Delta account. Frustrating.

boomarriott
boomarriott

The whole thing with choice benefit that we were suppose to be able to select until Jan 15th and have that be eligible until the end of 2020. Then IT “broke” the system and then when it came back with changed terms that took a year of use off my certificate.

Dan
Dan

I’ve had a lot more trouble getting honors on a best rate guarantee since the merger. SPG i had only 1 rejected as the price had gone up. Now, they take 2 days to reply and often reject it even though the price is still on the 3rd party travel site.

GoGoWisco
GoGoWisco

I have gotten very frustrated with their customer service too. I have had to call in many times to try to get issues resolved. Many times, they just tell me that they also can’t fix it but they will follow up with me and call me back later that day. I now have 3 issues that have not been fixed and I have not received a call back and its been over a week since each call. At this point, I feel like its pointless to call in because they won’t help with it.

shulem92
shulem92

the other day i logged into my app, and was surprised that my status changed to “platinum referral”! weirdest thing ever, i wish i could post a screenshot 🙂

persona
persona

Yep, I also see mine turned into “platinum achiever” one day…….

Sevillada
Sevillada

My ~130k Marriott points from my spg biz card have been MIA for months… opened a case with Marriott and followed up, but nothing yet

Sevillada
Sevillada

Adding…nights for a 3-day meeting never posted. Opened a ticket online and after days, all they said was “call the hotel”.
I wasn’t gonna get to platinum, so i just let it go

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