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Answers (1)

Marriott Account Consolidation – Do these folks really care about their customers

Marriott Account Consolidation – Do these folks really care about their customers

  1. Anonymous

    Dear Lucky:
    This is my first question to you. Thanks for all the valued information that you have posted over the last year. I have found this information to be very valuable on a number of occasions.

    In August/September of last year, I was trying to consolidate my Starwood Account with my Marriott account and found that none of my legacy Starwood stays were reflected in my consolidated Marriott account. I received a cryptic EMAIL from the support desk that this issue was a known issue and that it would be worked as part of the creation of the new Bonvoy program in early 2019. As part of this communication, I provided a spreadsheet with the date of each of my stays, the hotel name, the amount spent on each category (hotel, telephone, restaurant) and the credit card that I used for each stay. While this wasn’t a lot of activity (15 Stays, 33 Nights, about $6,900 in spend), I thought it was only fair that this activity was reflected in my lifetime stay accounting to fully reflect my lifetime status.

    To make a long story short, I called the Marriott Help Desk in early April and found that no one was working on this request. I submitted my information again to the EMAIL address ([email protected]) provided by the agent and then waited for a response.

    Today, I recieved the following response which was essentially we aren’t doing anything about this.

    [I]”Thank you for sending in your information.

    The list of stays and incidental charges shown on the spreadsheet are over a calendar year. Please note with any missing stays, food & beverage or incidental charges we can only go back a calendar year. We cannot review or post any eligible charges as they are over a calendar year. I do apologize for any inconvenience.”
    When I initially talked to Starwood Customer Support before I agreed to consolidate my account, no one told me that this one year statue of limitations existed (and no one could tell me why these stays weren’t already reflected in my Starwood Account in the first place). This type of response is more that a little frustrating, because I am not asking for any points to be added to my account (I always received frequent flyer miles for my Starwood stays), I am only asking that they add my historical Starwood stays to my historical Marriott stays.

    I was wondering if you or other readers had any experience with this issue and if you had any success in escalating this type of response from Marriott to someone that has a better understanding of the importance of this issue to customers.

    Thank you for your time in this matter.

    Doug Johnston

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