How's Marriott's Massive Loyalty Merger Going? We Asked 5 Starwood Members to Weigh In
Skift Take
Most Marriott Rewards and Starwood Preferred Guest members enjoyed a seamless integration earlier this year when the two programs merged. For some, however, latent issues are still hampering the experience. We asked five Starwood members about their journeys.
It's been three months since Marriott officially merged its Rewards loyalty program with Starwood's Preferred Guest, and on the outside, everything looks great. For most Starwood and Marriott members, the integration went smoothly – sure, there was a week or two when backend systems weren't properly in sync, but in the end, accounts and customers got sorted out.
Dig a little bit deeper though, and it's not hard to find a few loyalty members who are still unhappy with the experience. Many of these members are on the Starwood side. Prior to the merger, elite Preferred Guest members were used to a high standard for customer support and onsite care. Now, many think that the newly merged program is not as rewarding.
At Skift Global Forum in late September, Marriott CEO Arne Sorenson asked unhappy Starwood loyalty members to "hang with us," that the kinks were being worked out.
To get an idea of how Starwood members are adapting to the new combined loyalty program three months in, Skift interviewed five travelers to get their takes. Then, we asked Marriott about how some of those complaints were being addressed. Their stories and Marriott's responses are below.
Robert Dotson, 55, Consultant to Philanthropy, Dallas, Texas
Skift: What was your elite status with Starwood before the merger?
Robert Dotson: Platinum
Skift: We're three months into the full integration with Starwood and Marriott. What's working well?
Dotson: All properties have correctly recognized my status, my point balances combined flawlessly, and my Lifetime Status mapped over accurately.
Skift: What's not working so far?
Dotson: IT integration, while complex, has been poorly delivered. Attempts to apply suite night awards online with the new system have been futile. Simply updating award reservations to new and lower point pricing has required multiple calls, long wait times, and ultimately manual intervention. Website feel and access to property information makes the digital experience shockingly regressive compared to SPG.
Skift: Do you feel that your former status at Starwood is properly being recognized at Marriott?
Dotson: My former SPG status has been consistently recognized at Marriott properties, but the warmth and enthusiasm of the greeting is usually more muted. I have needed to remind properties that they have suites available, and they have acquiesced. The breakfast benefit can be a debacle, with a Courtyard telling me the $10 food and beverage
