SPG hung up on me!

Blog Post created by starguy on Apr 17, 2018

I swear SPG is going down hill. how do you not know. I'm so over this



Phyllis: You have been connected to Phyllis. How may I help you?

Me: hello do my your24 benefits end feb2019 or August now?

Phyllis: Hello Mr., one moment while I check.

Me: please do because I earned it fair and square for my stays in 2018 and marriott have no right to take this from me before feb 2019 !

Phyllis: Unless it was address in the information provided on if may be address in August. I was not able to locate any updates.

Phyllis: I meant to say it maybe addressed in August.

Me: on it shows on spg100 +20k spend members earn it

Me: so will I lose this in August ?

Me: marriott can not take this from me early!

Phyllis: has the current updates. I only have information provided to you.

Phyllis: It may be address in August.

Me: it does not show what will happen to my SPG75 benefits

Me: so you telling me I just need to wait til august ?

Phyllis: I apologize, put do not have additional information.

Me: 2nd question, after I stay 50 nights, do I still earn my One Free Night Award? Do I need to met the 50 nights by august or by Dec 31st to earn this?

Phyllis: Members can still earn 10 Suite Night Awards. They can choose five at 50 nights (Platinum Elite) and

the remaining 5 when they stay a total of 75 nights (Platinum Premier Elite). Because members have

access to the combined portfolio, it will be much easier to earn nights and unlock Suite Night Awards.

Members who achieved Platinum Elite 50-night status prior to the launch of the combined program in

August, and chose Suite Night Awards for their choice option, will receive 10 SNA’s for this year.

Me: I didnt ask you anything about Suite Night Awards

Me: that was a copy and paste reply! is this SPG Platinum Desk I'm chatting with?

Phyllis: I apologize, I have no additional information. This will be addressed in August.

Me: who am i speaking with?

Phyllis: A Starwood Preferred Guest Associate. We have the same information you were provided.

Me: so how do you not know this info?


Me: is this valid or not?

Phyllis: We have the same information you have Mr. . Additional information as for as changes will be provided in August of this year. If the current policy was not addressed as a change, then it would still be as is.

Phyllis: has been our pleasure assisting you as a Platinum Starwood Preferred Guest member for so many years. We thank you for your continued dedication to our Starwood Preferred Guest program.

The agent has ended the chat



I tried to call back and got this message. ughhhhhhh

Your chat request has been canceled because no agents are available.




Monica W: You have been connected to Monica W. How may I help you?

Me: i just got hung up on in a chat session by Phyllis!

Monica W: I am reviewing the transcript Mr. . I am not sure what happened. It looks like she had a closing remark. It had been a few minutes since your last response.

Monica W: Is there something I can help you with?


Me: can you answer my two questions please

Me: i been a member for SPG for years, this is crazy!

Monica W: I see a question about the your24 benefit.

Monica W: Starting in August, that benefit will be available to members who have 100 nights.

Me: wow! so I earn this fair and square in 2018 and you are just going to take it from me!??

Me: and why didn't she know this answer! ??

Monica W: I do not know. All of us, employees and members, got this information yesterday.

Monica W: We are still learning ourselves.

Monica W: We reference for the information.

Me: I read all that already

Me: why you are taking this from me early? this is not fair

Monica W: I am sorry sir, you and I have the exact same information. They did not tell us why they made the changes they made.

Me: its messed up.

Monica W: But all of your nights with Marriott will combine with your SPG nights.

Me: i dont have nights with marriott. dont like them and never will!

Me: 2nd question? I want to earn my annual "One Free Night Award" once I hit 50 nights. Do I need to hit 50 nights by August now or Dec 31st 2018?

Monica W: Yes, I am looking into that.

Monica W: The current benefit structure is you can choose one free night award, once you reach 50 nights.

Monica W: That will change starting in August.

Monica W: You will have the option of 5 Suite Night awards or a gift. The gift is not stated.

Monica W: So if you want that free night award, and you are able to reach 50 nights before August, I would try for that.

Me: wow

Me: this is messed up, what a horrible customer experience

Me: how dare marriott change this in the middle of the year!

Monica W: I am sorry sir. I can certainly document your thoughts on the program.

Me: so I lose both, my 100% bonus and "your24" in aug, so my 75 night last year. doesn't mean anything anymore

Me: put in there that marriott is going to lose tons of loyal SPG members because of this. this is not and is very dishonest! I just lost my trust with this company!



Monica W: Yes sir. I am sorry, I thought we were disconnected.

Monica W: I will certainly include your thoughts. May I assist you with any reservations?

Me: Its ok. well thanks for the wonderful year with SPG. I guess it's officially over now! it's been a pleasure