It is now two weeks since Marriott Rewards and Starwood Preferred Guest programs were merged (SPG was moved to Marriott’s platform).
You would think that Marriott had ensured that the move had been as smooth as possible but actually it seems to be quite the opposite. The merger was rushed when the platform was simply not ready and now members (and soon Marriott’s numbers) are suffering from the consequences.
You can access Marriott’s website for combined program here.
READ MORE: Marriott Rewards Rate & Bonus Points And Miles Promotions
Here are issues with my account:
1. Transactions
I have had two stays after merge date. One of them has posted to the account (points) but is not visible on the stay history.
2. Consumed Nights For 2018
The moving of my account from SPG to Marriott reduced (wrongly) the year to date night count from 71 to 61. This hasn’t been fixed and there is no ETA per my Ambassador when this is corrected.
This will affect the Choice benefits at 75 nights and whether I will requalify for the Ambassador this year or not.
General issues:
1. Your24
Can only be requested over the phone. This used to be available using the app or over the website.
2. No Blackout dates
Doesn’t appear to be working for Marriott properties. Marriott used to advertise no blackout dates that only meant that there are no corporate set blackout dates but properties can have them for months at a time.
The same standard room available for sale = available using points that was valid at SPG is now in the Marriott T&Cs too.
3. Former All Suite SPG Properties
When Marriott Rewards announced the combined award chart, they made huge hoopla that for the first time the all suite SPG properties would be incorporated too. Guess what? They are not available for bookings (most of them) at the category 7 prices. “System Issues”…..
4. Some Members Cannot Access Their Accounts
A reader contacted us (read more here) that he had not been able to access his Marriott or SPG accounts after combining them and Marriott/SPG customer service was of no help at all.
5. Points In Limbo
Members have also reported that points have “disappeared” when combining accounts. I would assume that they will finally show up days later.
6. Not All Reservations Show
Some reservations are still missing from member accounts or maybe only shown on the app or on the web.
7. Points Not Returned
When a member cancels an award reservation, the points are not returned to the account instantaneously (it can take days). Some readers have commented that they have hundreds of thousands of points in limbo when they would need to rebook other awards but simply cannot.
8. Lifetime Status
Marriott members that had met the Platinum Premier lifetime status, were upgraded/shown it instantaneously. SPG members were not.
Marriott also removed the lifetime points tally from the account that is required for those that are qualifying using the legacy Marriott rules until the end of the year.
9 Travel Packages
I have already written several pieces about the mess that Marriott found itself due to not providing adequate advance info about their planned mapping that was extremely unfavorable for the members.
Marriott relented a bit but members still have issues collecting their refund or applying them to Starwood properties.
Conclusion
I have already said it million times. The timing of this program merger made no sense at all from the technical point of view because it is more than obvious that they were not ready. Most of these issues that are still unresolved shouldn’t have been there, the accounts were merged and it is already two weeks down the road.
The head of Marriott Rewards said last week that they have fixed 99.9% of the issues. It is fifficult to believe when looking at the list above. Obviously, they need to put lipstick on a pig and their bonuses are probably dependent on how well this mess is moving forward. Some members have moved (especially those that cannot access their accounts) and have started to book other chains.
Deloitte was assisting Marriott on the loyalty program’s strategic issues. I believe that Accenture is behind this tech implosion….
As of Sept 1st, it appears all my account information was inaccurate. Every day before that multiple things were missing. I had made Platinum with Ambassador two weeks ago and have yet to hear from my ambassador nor how to make that work.
One problem you didn’t address were that SET codes have disappeared —- I travel with a business SET code that gives me a reduction in my nightly stay amount. The ability to enter that is now non-existent. From talking with a hotel, they said they’ve disappeared due to some issue so you have to call the hotel directly to book with an SET code now.
As of Sept 1st, it appears all my account information was inaccurate. Every day before that multiple things were missing. I had made Platinum with Ambassador two weeks ago and have yet to hear from my ambassador nor how to make that work.
One problem you didn’t address were that SET codes have disappeared —- I travel with a business SET code that gives me a reduction in my nightly stay amount. The ability to enter that is now non-existent. From talking with a hotel, they said they’ve disappeared due to some issue so you have to call the hotel directly to book with an SET code now.
Still waiting for two Marriott stays to post that were one and two days before the merger.
Travel package certificate is in limbo and can’t do anything until September 18. Would like to rebook at a different property.
Efforts to combine accounts result in the error message “The contents could not be loaded”. Correspondences unanswered. Not an urgent issue but certainly little faith in the company addressing urgent issues.
Unfortunately, as well as suffering from a lot of the issues called out here, the following also don’t work for me:
1. Telephone agents are unable to action sharing of points with other members. The functionality is broken.
2. Points from spend on the UK SPG American Express no longer transfer over. They are supposed to come across each month just before the statement cut-over. Probably down to Marriott giving us new SPG numbers and not letting Amex know, or them being able to recognise old numbers for migration past points over. I’ve since given Amex my old Marriott number which I kept after combining accounts. I’m not convinced this will work going forward or give me my past missing points!
Thanks for mentioning just realized points from Canadian AMEX SPG haven’t posted either. What a mess.
I am missing my stay and points at a Westin checking out 17th August.
I have had 3 next nights since – I think points and stays are in the total but not in the history.
Logging in and searching is hit and miss
Nights and USD spent total is wrong after combinjng accounts. New post-merger stays wont post.
I have one Anniversary Night Certificate and one 7-Night Certificate, they both appear correctly. However, when making an online reservation, it only recognizes the Anniversary Night so I could not use the 7-night cert online. Is this normal?
Shouldn’t be. Could be “the new normal” for now…
Yes, I always call MRewards to book or cancel TPkgs for years
I had four stays back to back. All of a sudden the points balance went up (no idea if it’s the right amount) and the nights went up (right amount). But the stays aren’t showing under Activity, so I can’t check whether the points are correct
Thanks John .. I have sent them email about my Spg disappeared nights ( 13 Nights ) and today I have seen my account adjusted by + 10 Nights only . I don’t know are these nights reflect the recent stay which is not added yet to my account .. 5 nights * 2 Rooms OR the previous balance ( 10 Instead of 13 ) .. I think I will wait some time to be fixed before I re report to them .
I can no longer hold a reservation on Marriott.com if I don’t have enough points. It only displays options to purchase more points or select a different rates (cash).
Conversation from SPG Lifetime Platinum with app 1.070 nights and more than 15 years SPG Platinum to only Platinum Elite but not Platinum Premier Elite. No response from customer service for two weeks. Start shifting reservations to other chains
This is not an issue right now: as communicate many times before Aug 18 (despite it is a strange decision…) and after our pressure on Marriott, via a SPG Facebook group of more 100 members with more than 1000 nights and minimum 10 years plat each, they changed and communicate to us and the same day on their sites, that SPG Lifetime PT with 750 or more LT nights and 10 years PT will be grandfathered on LT Platinum Premiere Elite at the end of this year… It is a mystery why Marriott members are grandfathered immediately and SPG member with same history only at the end of the year… anyway in my case this have no impact because now I’m platinum premiere with ambassador but for some members it means loosing 25% bonus points until the end of the year…
Same here, Marriott confirmed that Platinum Premier status will be granted after years’s end only. Meanwhile Platinum premier got me an insignificant room “upgrade” to the concierge floor at Marriott Toronto. Ended up staying there after I tried to redeem a Chase Marriott certificate valid for a stay up to 25,000 points/night at the Westin Prince Toronto which is 25,000 points/night. I tried online and even though the hotel showed availability for 25,000 points there was no option to redeem. Called Marriott and the rep said she has no way to use a Marriott certificate for a Westin. Suggested I call SPG. When I did they could not see the certificate so I gave up and booked Marriott YYZ. So much for the integration of the programs.
maybe a trip to lourdes…. oopps there is no marriott hotels…. 🙂
They still show me as Platinum Elite but I was Platinum Elite before 18 August. CS is no help and their email link does not respond. Same as FB messenger who did answer saying I should be Platinum Premier Elite but no fix. Marriott meshed this up big time. Also activity does not show up.
My husband has the same issue. He’s called twice, each time they have said it will be resolved in a couple days. It’s been a couple days and nothing has changed.
Same here, have 83 nights and status showed Platinum Premier Elite after I combined my accounts, but two days later I was downgraded to Platinum Elite. Talked to the hotline, was told they can’t help and I should send an email. Have 8 more stays the next two weeks and will have to write again, because they will post with the wrong bonus (if they post at all, reading here!).
I am short 5 nights for this year’s activity with SPG. I have 15 elite nights with my Marriott visa and 5 nights with my SPG amex, I am wondering if they are starting to apply the max 15 night rule early? I have had no response from Marriott or my platinum liaison for the past 2 weeks. Anyone else suspect a similar issue on the 15 nights cap?
They shouldn’t have started to apply it before August 18th!
The website is frustrating to navigate. I can’t update my profile as it the form demands entering email address and when I do this, an error comes about saying the email exists.
Not using Marriott much, only when no other options are available like Hyatt.
Only held Gold Elite prior to aug 18, and that same status is still showing in my account, not Platinum as published.
Previous stay did not post and Marriott Rewards does not reply at all (email and tweets sent to them).
Upcoming reservations cancelled..
Choice Benefit selection isn’t working either… I can make the first choice but then it says I haven’t reached 75 nights so I cannot make my second choice :/
All of my Marriott Reservations that did not have points applied to them have now increased to the new category levels
After waiting on hold over 2 hours to speak to a Platinum concierge (needed to do to use a free night certificate) and getting no where I tried the Irish number and took another half hour to get someone on the phone. Once I did they could not use a Marriott Issued free night certificate for an SPG property (said they expected this to work by know, but it doesn’t and they have no ETA on when it will). Also wanted to change a 5 night booking in Bali from one property to another. Was told they couldn’t do it because if they canceled points reservation at the first hotel they had no idea how long it would take to get points back to my account and they were worried if they tried points would be lost entirely. Felt sympathetic for the Platinum Concierge who was trying their best to help but sounded equally frustrated their systems were so badly broken and had so little empowerment to fix issues for loyal guests. Nothing like SPG used to be.
My merger went fairly smoothly, SPG nights were accurate, and combined total of 730 was accurate. With 11 years of Platinum. So I only needed 12 more nights to hit 750 lifetime to achieve Lifetime Platinum Premier Plus (I was awarded Lifetime Platinum Plus).
The big complaint is my lifetime points disappeared, although I shouldn’t need based on above qualification.
Since the merger, it took 10 days for two visits combined total of 8 nights to show up, but they did, bringing my lifetime total to 738. I’ve spent two nights in AC hotel last Thursday & Friday and they showed up today so up to 740, so my lifetime nights total is accurate and being credited properly.
I have 20+ vacation and business nights scheduled for this year, so will get over 75 nights this year to qualify again as Platinum Premier Plus.
Additionally, I had two certificates that were properly credited for a recent stay. I am hesitant to cancel some upcoming reservations where I’ve reserved with points, as I’m not sure the points will be credited properly.
Hoping my lifetime points catch up, as I’m tracking 1,995,000, but guess I’m lucky as that is the only issue I’m having.
I do not like the new website, very difficult to navigate and not intuitive.
Good luck to everyone else.
I have lifetime platinum with Marriott and had SPG status as well. I’ve had zero issues with the new site and integration of SPG to Marriott.
All of my nights, points, lifetime stays and status merged and my suite nights selections posted. It wasn’t immediate but I just patiently waited, knowing that they would get it right.
The combined program, in my opinion will be better than the separate programs given a chance. Stats may take more points but points are now easier to accumulate because extras now earn points.
Just wanted to add a positive comment to the long string of negatives.
Same here, everything inc. future ressies/TP/free cert. from cc was posted correctly when I combined accts from the Marriott Side on the day of merge. I took screenshots of everything before merge though.
Been Gold for X years….showed as Platinum Elite for X years so newly named tier was done correctly
Been Lifetime Silver…..showed as Lifetime Gold now so again correct for new tier name
Even showed how many more nights + how many more years to reach Lifetime Platinum elite under new requirements.
Wonder if its because I did the combining from Marriott side???
Two Marriott stays on August 16 and 17th still haven’t posted and no welcome bonus points either.
Travel package certificate in limbo and unable to rebook it at a different property until Sept 18.
Phantom availability showing up in the mobile app for some SPG hotels. For example Four Points Times Square New York shows up in the list of hotels with a price for tonight but when you click thru it says no availability.
Also sometimes when you click thru the rate is completely different that what is show on the complete list of all hotels (it’s higher).
Too many problems being faced even while making reservations.
– Very long wait times to reach a Starwood reservation agent. Incidentally, the wait times to reach a Marriot platinum agent are not long – was able to get to Marriott agent in a couple of minutes. But, the Marriot agent just said they cannot help look up a reservation at a Starwood property, and transferred me to a Starwood agent. So much for a merger!
– If you make a reservation from Marriot web site for a Starwood property, it says that I am being redirected to Starwood web site. So much for the merger!
– Using Suite Night award is a nightmare. The agent was also frustrated, saying that the system keeps gives an error. Took more than 30 minutes to apply suite night award to a Westin reservation.
– Cannot look up reservation details on line. Get the following message (this is for a regular reservation at a US hotel for a paid room)
=============
We’re Sorry
The system is temporarily unavailable. For assistance, please call 866-500-8320 in the U.S. or Canada. Residents of all other countries, please see our Worldwide Reservations Offices .
Thank you. We apologize for any inconvenience.
=============
– Trying to make a reward reservation at a Le Meridien resort. Starwood agent says the reservation does not go through, and there is a glitch in the system, The agent tried multiple times, and gave up. One time he succeeded, but says the reservation is saying 300,000 points PLUS $24,000 (twenty four THOUSAND dollars) for a 7 night stay, which makes no sense (the paid rate at the resort is about $600/night); and suggested I do not hold such a reservation, and just call back after a couple of weeks.
When I called Marriot for the reward night, the Marriot agent says that resort does not honor rewards for that week (even though there are plenty of paid nights available for about $600/night). What about the policy of no blackout days, and this is with a Le Meridien.
Tried to make at another Le Meridien resort – and had the same experience.
Finally, made a reward reservation at a Hilton resort, and that worked seamlessly. They even confirmed they would honor free breakfast benefit for me as a diamond member, and will honor free upgrades based on availability.
– Cannot see recent stay in my history at Marriot. Marriot says the stay has been posted, but I cannot see it in the account.
I am not combining my Marriot and Starwood accounts into one for a few months, until the issues get resolved.
I had the strangest experience. I’m a lifetime plat elite & plat elite premier for the past 2 years. When I originally logged on after the merger it shows I was plat elite ambassador. I clicked on the merge accounts (I had already linked my SPG & MRT accounts) and then I logged back in and my ambassador status was gone. I haven’t spent $20K this year so I believe it’s correct but I’m not sure why it displayed that in the first place & what changed it? Other than that everything has been smooth so far.
Unable to transfer points to ANY airline
“5. Points In Limbo
Members have also reported that points have “disappeared” when combining accounts. I would assume that they will finally show up days later.”
You know what they say about “assume”?
On August 17TH, my SPG account has 161,172 SPG points in it. When the account was combined with Marriott Rewards, the points were in limbo and the Marriott Rewards account showed I had 42,315 points. Today, my Marriott Rewards points have increased to a total of 72,162. That’s a far cry from (161,172 x3 = 483,516 one time transfer) that should have transferred to my Marriott account. I have called (waiting on the phone for up to an hour) to speak with folks at SPG and Marriott and have also written in. The responses I have gotten is basically, don’t worry they will show up.
How hard can it be for MArriott to see what was in my Starwood account the day before the transfer (161,172 ponts) and transfer it over to my Marriott Account? Obviously, the computer program they are using ot massage these two programs are fraught with issues and as a result many folks are really upset.
So much for showing up “days later”. Perhaps months later or not at all?
What recourse does one have other than calling and emailing customer service? Without knowing whether or not these points will ever show up, it is hard to make hotel reservations for my upcoming trips. If I make flight reservations for European trips and the points do not show up, I am out a lot of money for airline tickets (cash or reward points).
Finally, so far, I can only see some transactions going back to 2015 for the SPG points. I had a lot more from years before. Will they go back that far or?
Consumed nights for 2018 are also still 10 nights off. There is no overview of the consumed nights other than the total number, so I do not know which stays are missing. I can not book certain properties using our corporate code and booked these rooms at Hilton. An award reservation I made is now less points, but I do not dare to cancel and rebook. My ambassador has no clue (as always) and I have corrected her multiple times on the incorrect statements she made. The Le Meridien that I frequently visit had no access to my status anymore and had to ask me (new front office staff…).
Website says I have 1134 lifetime nights (which is correct) and 11 years platinum (which is correct if this year is not counted), but says that I am on my way to lifetime silver. I wrote to Marriott support and got a fairly prompt reply that said “For some of our members, your Platinum status may be displaying incorrectly in your account. Rest assured that you will still receive all the benefits your current status entitles you to during your stays.” No indication of when it will be fixed or how it will be fixed. Also, when I combine my accounts, I passed 50 nights (now at 72), but I don’t think it registered as I cannot choose my Suite Nights and, if it registered, my lifetime platinum years should be one higher.
i think only certain nights qualify as “eligible nights” (i.e., not from credit card, rollover, etc.) – i was at 102 nights, but eligible nights showed 70. after a few more nights the eligible nights crossed 75 and i could choose my suite nights. can’t remember which screen i saw the eligible nights on, but it’s in there somewhere
You are correct. For the suite night awards benefit, “eligible” nights are clearly explained on both old SPG website and new combined website somewhere, just have to spend a lot of time digging/reading esp. the Q/A section.
But my biggest issue is that I want to use my two chase free nights at a SPG property in early October. Apparently this is not possible today and no one can give a timeline as to when. I’ve book the room with points and am counting on being able to substitute the free night certs for the points. However, I have no idea whether this will work.
My issues:
$0 showing as spend toward $20,000 (curious, but not really relevant, as I won’t be shooting for this)
Incomplete list of upcoming stays. Made me panic upon merger.
Extra random points seem to have ended up in my account (~2,000). I cannot see where they were earned. The total just changed.
My account merger went pretty seamlessly in other ways. Nights and points transferred correctly. Status is now correct.
I am an SPGer. I had 757 room nights and 11 years Platinum prior to the merger. I have been trying for two weeks and cannot get Marriott to respond. I should be LPPE but only show LPE in my account. They seem to not care about the SPG side at all. A simple IF / THEN line of code could fix this issue and stop all the badwill they are creating.
No idea what my points/night balance, status and membership is – I’m still so in denial over the new doom’s day 8/18.
Wrong elite status; wrong YTD and LFT stays, points expire on Feb 2019, which should expire August 2020 (2 years Validity) since my last stay was in August
I have to say I am puzzled by having 2 mobile apps (they are virtually identical) and to go further 2 websit s as they too are virtually identical. Thought they would just move in and spend less time maintains and doing the initial development for 2 platforms. I get mobile checkin alerts popping in both apps and viewing reservations or history is wonky in one and not the other.
I transferred my Amex points to SPG the day before the deadline, and the points did not make it to my account. I confirmed with AMEX that the transfer was complete and needed to follow up with SPG.
I waited 30 minutes after calling the SPG customer service line, to be told that I would need to speak with a different agent (which I was ok with) waited for another 30 minutes to be brought back to the same agent, which informed me that I have to call AMEX, and promptly disconnected my call. This is beginning to be quite the ordeal to chase my points…
No plat premium elite status showing, no stays from Jul 23 thru Aug 17, missing 75 and 100 night SPG awards
I am still unable to book an SPG hotel in Lisbon with my 7 night travel package. Spent hours on the phone and spoke with several agents and a supervisor. They don’t seem to know how to handle it.
about system, I am missing 3stay,
I doubt marriott can fix or not.
and more,,,
Tier is very various case.
Let us know tier policy as soon as possible
I am spg plat (about 300night) , new tier is marriott plat.
marriot plat sc member will be marriott plat or marriott plat premier?
the timing of the merger and chaos is perfect from marriott’s end – they can get away without giving a megabonus this fall, something i’ve always looked forward to and used lucratively … best to stay at hilton/hyatt until marriott brings back a megabonus
I still missing few nights on my record, but the points were showed up already…
should I still waiting for them to fix it? Or contact them ?
These are recent stays, right? They are missing for everyone. I would say that just wait.
With the stay im on right now I will be crossing the 75 night year to date threshold. But no SNAs because my account doesn’t show the right ytd total. Untill this is fixed I’m not going to book any more stariott stays. And I’ve been the sort of lotal member that would drive 100miles out of my way to stay at spg properties. This is ridiculous. My ambassador said there is no timeframe to fix the problem. I asked her to just Goodwill me the SNAs since I have upcoming stays but the answer was no… I’m sure Marriot won’t miss my three weeks in London coming up, but I’m sure the Mandarin appreciates them pushing my business to other chains…
I don’t get it. Why they haven’t empowered Ambassador to fix these issues rather than driving their supposedly most valued members to other chains?
I registered to earn double elite-qualifying credit on eligible stays and nights between March 1, 2018 and May 31, 2018 at SPG hotels. I stayed 15 nights during the period and my bonus nights were missing after the merger.
Airline Transfer 3 points : one mile. 21,000 points : 7,000 miles 60,000 points + 15,000 bonus points = 75,000 points : (how many miles?) only 25,000 miles? Is this correct?
My Marriott account appears to be correct, though recent stays are lagging in showing up in my account activity (points/nights are showing, but stay isn’t listed in activity). My new SPG account is another story. My points tripled and my lifetime years of elite status show correctly, but my lifetime nights are 0. I wrote in and got a snippy response telling me that I had to call to get it resolved. I called the number provided in the e-mail and waited over two hours before someone answered and hung up on me before I could utter a word! I tried a Marriott number and that rep called over to SPG and got the typical “the data will post eventually” answer. Really? How long do we have to wait? If I combine those nights and years with my Marriott account I can push me into a new tier, but, no, “just wait” says Marriott, “everything will be fine.” Yeah, right. The longer that I wait, the less confident I am that this will ever get worked out. I have screenshots of the account before conversion, but I doubt that anyone really cares enough to want to look at them!
My lifetime nights count is a mess. I’m short 29 nights for my SPG and don’t want to combine until that is resolved (vying for the 750 nights by year end). I’ve sent 4 customer support emails 2 weeks ago and have not received a single response back.
It has been 3 weeks now since the merger of programs and instead of things getting better they are getting worse. I checked into my hotel today and they had me as preferred status instead of platinum. Took me three calls and 60 minutes for someone to tell me it will take a week to two weeks to be fixed but I can show my app when checking in to show that I’m platinum. Bonus points aren’t being accounted for either. You need to call to make sure they are added which again takes an exorbitant amount of time. Why on earth would they take a program that was working and make it into one that barely operates.