How’s Marriott’s Massive Loyalty Merger Going? We Asked 5 Starwood Members to Weigh In
Photo Credit: One of the promotional advertisements for the merger of the loyalty programs between Marriott and Starwood. Marriott
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
