After the $13-billion acquisition of Starwood, Marriott replaced three loyalty reward programs — Marriott Rewards, Ritz-Carlton Rewards and Starwood Preferred Guest — with one program. Many members aren't happy.
“We are actively fixing the issues and we are committed to getting it right for our members,” Marriott spokesman John Wolf said in an email.In October, Marriott Chief Executive Arne Sorenson described the problems with Bonvoy during a media event as “noise around the edges.” But as months passed without improvement, he acknowledged that the problems were frustrating members but promised the glitches would be ironed out quickly.
Sorenson last month boasted that the “cost of our loyalty program is the lowest among our competitors in the hotel business, while delivering the highest value to guests.” “No longer will customers have to go through the step of having to transfer points from one program to another in order to redeem,” Sorenson told analysts during a conference call about earnings. “No longer will they have to think about whether they're meeting their elite night requirements by getting enough nights concentrated in one program or another. It's now much simpler.
The woman told Mukherjee that each time a loyalty reward member contacted the call center with a problem, the associates were instructed to create a “case” that must be resolved in three to five days. When she quit the company, the woman said in the email, there were cases that were unresolved after four months.Joe Brancatelli, who writes an online column on business travel and is an elite Bonvoy member, said the program has worked well for him.
“The complaints … do unquestionably point to some systemic issues,” Brancatelli said, “but, man, the numbers are tiny compared to the member base.”
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