DAVID FARBER
2018-09-10 02:03:48 UTC
Subject: Marriott/SPG
Date: September 10, 2018 11:01:45 JST
Dave, welcome back to Japan!
I'm surprised not to have seen more about the challenges that Marriott
is having absorbing the Starwood rewards system. They merged systems
three weeks ago and the phone reps for both companies admit that it's
been a shambles. They shut off access to the old Starwood account
system and I am kicking myself for not, yep, backing up my data,
because the new Marriott system has many errors and inaccuracies,
which they swear they're working through. Requests for detailed help
(from people with the highest lifetime SPG status) are not being
answered: they're probably swamped. This evening both Marriott and
SPG agents said that the system was down, try calling back later,
while the page (status.marriott.com) that their phone tree tells you
to check has a static page showing an August 30 announcement that all
systems are functioning normally.
This is all just my impressions as a frequent user and I'm subject to
correction. Survived the Continental/United merger in the same
position and it had its challenges but nothing like this. Here the
core problem is that your rewards points are a kind of currency in
their world and the "bank" at this point is unable to give you a
complete and accurate accounting of where your "money" is.
Would be most glad if somebody can point out that there is something
out there by an independent source that I've missed.
Jim O'Donnell
ASU
-------------------------------------------Date: September 10, 2018 11:01:45 JST
Dave, welcome back to Japan!
I'm surprised not to have seen more about the challenges that Marriott
is having absorbing the Starwood rewards system. They merged systems
three weeks ago and the phone reps for both companies admit that it's
been a shambles. They shut off access to the old Starwood account
system and I am kicking myself for not, yep, backing up my data,
because the new Marriott system has many errors and inaccuracies,
which they swear they're working through. Requests for detailed help
(from people with the highest lifetime SPG status) are not being
answered: they're probably swamped. This evening both Marriott and
SPG agents said that the system was down, try calling back later,
while the page (status.marriott.com) that their phone tree tells you
to check has a static page showing an August 30 announcement that all
systems are functioning normally.
This is all just my impressions as a frequent user and I'm subject to
correction. Survived the Continental/United merger in the same
position and it had its challenges but nothing like this. Here the
core problem is that your rewards points are a kind of currency in
their world and the "bank" at this point is unable to give you a
complete and accurate accounting of where your "money" is.
Would be most glad if somebody can point out that there is something
out there by an independent source that I've missed.
Jim O'Donnell
ASU
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