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Wall Street Journal Article - Marriott / Starwood Merger

Discussion in 'Vistana Signature Experiences (formerly Starwood)' started by Cornell, Nov 28, 2018.

  1. Cornell

    Cornell TUG Member

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  2. controller1

    controller1 TUG Member

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    Last edited: Nov 29, 2018
  3. PcflEZFlng

    PcflEZFlng TUG Member

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    Paywall, even in private browser. Cornell, without pasting the whole article (which is not allowed), would you be willing to share some key points or a summary from the article? That would be interesting to know.
     
  4. controller1

    controller1 TUG Member

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    @TravelTime posted some excerpts in the Marriott forum on TUG.
     
    TravelTime likes this.
  5. PcflEZFlng

    PcflEZFlng TUG Member

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    Yup, already found it and read it. Thanks.
     
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  6. Cornell

    Cornell TUG Member

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    Excerpt:

    The company resolved one major issue involving elite-night credits earned from credit card spending just last week, more than three months after the integration. That problem left many members in limbo, unsure of how close they were to hitting elite-level thresholds before year’s end.

    For hotels, the loyalty program is the glue that binds dozens of different brands together. For frequent travelers, it’s in many ways the most crucial part of selecting which hotel to book. Without its loyalty program, Marriott would be 30 different brands and 6,700 individual hotels world-wide. With the loyalty program, tens of millions of travelers have a reason to seek out anything connected to Marriott, where they know they can earn points, receive upgrades, free nights and perks like lounge access and free breakfast.

    The loyalty program also becomes the backbone for multiple credit card rewards. (Payback on one popular card declined significantly after the merger, angering many SPG loyalists before the computer issues began.)

    Marriott says the computer problems revolved around four main areas: accurately showing elite status, redeeming suite upgrade awards, getting points restored when award reservations were canceled and missing credit for stays.

    For some, Marriott’s lack of communication has been the most frustrating thing. While hotels are often quick to throw extra points at loyal customers and offer apologies for leaky faucets or noisy remodeling work, Marriott hasn’t always acknowledged problems or offered compensation for time and troubles, they say.

    “All they’ve said is, ‘We’re working on it,’ ” says Mr. Stedman, who travels for government contract work and decided this fall to stay at Hiltons and Holiday Inns until Marriott sorts its problems out. “They haven’t been proactive at all, and it kind of ticks me off.”
     
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  7. Cornell

    Cornell TUG Member

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    Kind of a snarky response -- pretty easy to access subscriptions to major publications through public libraries, etc.
     
  8. PcflEZFlng

    PcflEZFlng TUG Member

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    Cornell, thanks for the excerpt. I did notice some website hiccups last summer after the published date of when the Marriott site was supposed to be back up and running, plus it took awhile for my converted SPG-to-MR points to show up in my account. Fortunately, it wasn't during a time when I had to book any stays.
     
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  9. duke

    duke TUG Member

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    +1
     
  10. TravelTime

    TravelTime TUG Member

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    I always provide the link for the few who subscribe and/or want to know the source.
     
  11. controller1

    controller1 TUG Member

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    Apologies to all. That is not normally me. Once again, my apology.
     
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