Reader Email: The Marriott/SPG Gets Worse – Status Dropped From Reservations?


A LoyaltyLobby reader sent us an email about a situation that appears to affect quite a few elite members at the moment. Marriott/SPG hotels are not aware of their status!

Reader Email The Marriott SPG Gets Worse – Status Dropped From Reservations

Remember that you can always email us, send a message via Facebook or use Twitter and include photos too. We’ll try to cover Reader Questions & Comments here several times a week.

You can access Marriott’s page for combined program here.

READ MORE: Marriott Rewards Rate & Bonus Points And Miles Promotions

Here’s the email from the reader:

Here’s a heads up for all Marriott Rewards Members- I am Lifetime Platinum Premier Elite with Ambassador Status. Not that Ambassador Status means anything as I never use them as they are nigh on useless in doing anything over and above the norm.

I arrive at Check In at Aloft The Palm Jumeirah in Dubai a couple of days ago and they asked me to prove by opening my app my status. My Rewards Number was on their system but wasn’t showing my Membership Level- I had stayed at the same property 8 days before and no issue. The debacle that ensued on rooms is not worth going into but all my standard requests such as room close to elevator etc were gone. Currently in a twin bedded room as the hotel was full which is soo small my suitcase is struggling to fit into!

Could it be their internal systems have wiped the Status off reservations at the Hotel end?

I have another reservation at Le Meridien Mina Seyahi Dubai for leisure this week and have had to email the hotel direct to check they have all my details as I am sure this is the same. I have a Suite Night request in and normally by now I would have received an email confirming they are working on it but have had nothing.

As for contacting Customer Service- its a waste of time- have given up as they are in a complete mess and don’t know bottom from top. I am waiting over a week to resolve missing points and am resigned not to get them.

When do you think this whole debacle will end- I am 106 nights in this year with them and have at least another 35 to go- will I have to go through this each time I check in.

Thought it couldn’t get much worse but it has!

Please give me some hope!

I certainly would love to give some hope but I have no idea what is going on with this Marriott Rewards/SPG program merger that took place five weeks ago based on the number of problems members are still experiencing (and they claims that everything is working just fine). Is this the new normal with the combined program? I certainly hope not!

There have been other reports that the membership status have suddenly been dropped for unknown reason. Must be an issue with transferring membership data between properties and Marriott or perhaps merging of accounts?

This truly affects elite because upgrades are usually assigned during the overnight shift and gone by the time when Platinum, Platinum Premier and Ambassador members are checking in.


I know that there are some readers who are tired of us publishing these emails where members report issues with the program merger.

Frankly, I don’t think that there can be any who could say that Marriott has handled this program merger well on the IT, communication or customer service standpoint.

Wish they had spent the required cash and hired competent people to manage it so that we would have voided this amateur hour that must be costing Marriott significant amount of money when members are booking away due to all these issues they are experiencing.