Marriott deals with glitches as a loyalty program & # 39; s coming together




It goes without saying that bringing together the data for 110 million members of a three loyalty program in a single platform is likely to encounter a number of problems, but Marriott says it is processing these issues this week, as Starwood Preferred Guest and Ritz -Carlton Rewards folded into Marriott Rewards.

Fortunately, Marriott chose the slower dog days of late summer to make the merger, so there was ample time to smooth the knees before the busy autumn business trip season starts.

"For the first time since Marriott acquired Starwood Hotels and Resorts in 2016, the program now operates under a single set of unified benefits and a single currency covering the entire loyalty portfolio of 29 brands and more than 6700 participating hotels in 130 countries and territories. spans, "the company said this week. "Members can seamlessly earn and redeem in the entire loyalty portfolio and reach Elite Elite levels with new Elite levels faster.Members can now merge their individual program booklets into Marriott.com or SPG.com to take advantage of all Marriott's loyalty programs. offer worldwide. "


A spokesperson for Marriott Rewards told us that account-combining functionality will be rolled out in batches to members on Tuesday and Wednesday of this week. When members sign up, they see a prompt that allows them to combine their accounts under Marriott Rewards.

"Combining accounts must be done by members and will not happen automatically, even if accounts are linked," the spokesperson commented. He added: "We are also currently working on solving some known issues that affect some members, especially issues related to Elite status that are not displayed correctly."

Marriott has created an online status page to keep members informed of specific problems that arise as the large loyalty merger unfolds. When we checked it, it reported problems with its websites and voice reservation systems, and noted that "employees of our general reservation numbers do not have access to member profiles or can make reservations with points."

But it says the mobile apps work well and encouraged members to use the Marriott app to open their accounts and book rooms with points.



"If you urgently need to make a reservation without points and you can not use a mobile app, please continue", advises the company. "In many of our hotels, you can enter your membership number with your guest information so that your reservation can be linked to your member profile. If you can not do this, let the hotel know your membership number when you check in."


On another webpage on which Marriott & # 39; insiders & # 39; rewards, members can post their personal experiences with the loyalty fusion process. Many report that their SPG points and / or nights – or in some cases their Marriott points / nights – are not yet appearing in their combined Marriott Rewards accounts. Here is a taste of what members say:

> "It seems that my account only shows SPG data, none of my Marriott data seems to be justified … I see some important issues in my account."

> "Reservations have not yet been merged. If you use www.spg.com, you will be redirected to the Marriott login. Existing Marriott reservations will be displayed, but not my SPG reservation."

> "I do not see SPG nights, points or stays in my Marriott account, I used my SPG as my main account, so I've lost everything so far …"

> "My main banner shows me as platinum, but when I dig around, it shows that I have Lifetime Platinum Premier (whew), but I have two stays this week, one at a W and one at a Ritz-Carlton. interesting to see what they show, and if I get the right 75% bonus, fear is created. "

> "My current SPG annual nights and nights have not been met, I only show the Marriott credit even though my accounts are already linked, I have a new SPG number from that morning that I did not expect and it shows my LT -nights and current annual evenings there. "

> "I have already credited my nights and points to my account before the 18th, but now my SPG account is missing / stay from July, so it seems that they lost part of my data during the transition or maybe they still post transactions and I just have to wait until this is complete, but no one else has reported this problem, so this concerns me. "

But many members trust that problems will be resolved quickly if they remain patient. And some note that, as Marriott said, it goes much better with the app of the company during the transition.

As a member pointed out, "Congratulations Marriott, I've just updated my Marriott app on Android, I can only say that it's a first impression: what a blast! Well done Marriott! Everything is visible, not to guess, everything clear. I did not expect this quality, even though I have not yet attempted to combine both accounts. The status migrated as announced. All problems were there before the merger, the IT people absolutely listened to all feedback. "

Have you put all your Marriott and Starwood SPG points together? Do you have any other problems during the merging? Leave your thoughts behind in the comments.

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Chris McGinnis is the founder of TravelSkills.com. The author is solely responsible for the above content and is used here with permission. You can reach Chris at [email protected] or on Twitter @cjmcginnis.

Read all recent TravelSkills messages here

Receive TravelSkills updates twice a week via e-mail! Register here

Chris McGinnis is the founder of TravelSkills.com. The author is solely responsible for the above content and is used here with permission. You can reach Chris at [email protected] or on Twitter @cjmcginnis.


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