Lifetime points missing and other IT woes unofficial tracker

Discussion created by dansplan on Jul 11, 2016
Latest reply on Oct 12, 2016 by mustanggt

Note - This issue was Originally identified and escalated on 6/23/2016          

Why not have a Marriott Information Technology (IT) representative join us here on MRI and let us know what's ACTUALLY going on instead of  having all of us guess what's happening.... or having the overtaxed community managers fielding all of these IT issues on their own? We all should agree to play nice, and we wouldn't expect them to dedicate more than an hour a week to check in and keep us informed or clarify an issue or two.



4,260+ views 161+ replies 174+ likes

Per our Community Manager - Cara T

the revised best guess of when the

"missing Lifetime points"

issue will be fixed is now:

->>>>8/31/2016 <<<<-

(previously 7/31/2016)

Latest Update from carat on 8/17 -



STORY Below this line for those that like the gory details, latest first:


Here is NathalieF's response on 7/20 said IT was forecasting 7/31 as a completion. Here's the post:

Hi dansplan.  We'd like to apologize for all the frustration this has caused  for all of our members.  As we've stated previously, our IT teams are aware of this issue and are currently working on a fix.  We reached out to them again today and they have just let us know this should be fixed by the end of the month.  We know it's been a long time coming and we're sorry for the inconvenience this has presented.  Will continue to follow up with them until we've received word that everything is working as it should.


Older replies from there of the Community Manager's concerning just the Lifetime Points not Displaying Issue:


1. carat on 6/23

Re: Lifetime points showing 0

caratCommunity Manager Marriott AssociateSilver

Hi All -  wanted to shed a little light.  We have been experiencing issues with the website this week. We are aware of the issue and are currently working on a fix.  We will let you know as soon as we can confirm everything is working as it should.  Apologies for any frustration this has caused!!


2. and lindseyh on 7/11

Re: Suggestion - an IT rep here on MRI?

lindseyhCommunity Manager Marriott AssociateMember

Hey all! We've passed your suggestions on to the appropriate team.


3. Finally - we have AndrewT  on 7/15...assuring us that everything is ok, and not to worry

Re: A bug in the Marriott app

AndrewTCommunity Manager Marriott AssociateMember

Hi there,

Marriott Rewards members should be able to review their number of nights this year and points with our app and we're sorry that you're having difficulty. Our Mobile Development team is aware of this issue and it will be corrected as soon as possible. In the interim, you should be able to view the correct account information by signing out of your account and immediately signing back in.

We do want to assure you that when you use Marriott.com from a standard browser, your account information and stay history will appear correctly.

You can count on Marriott to keep working to improve our member's experience.




8/1/2016 correction  - carat let me know via DM that her and the CM's are all Marriott employees regardless of what anyone finds in the T&C, FAQ, etc.. Thank you carat for clarifying. Perhaps other members will point out where they found that erroneous info so it can also be corrected.


In fairness to both Marriott's loyal customers and it's IT department, it seems there are enough concerns about Marriott IT that I have a suggestion:


carat  nathalieF  andrewt  lindseyh deannad melissaerb or other CM's - can you help us understand if this is even a remote possibility or at least advocate on our behalf for some form of communication from that group? Much appreciated. Standing by for "nice" comments. You have to realize, nobody's going to sign up to coming on here and being attacked - so let's give Marriott Corp the benefit of the doubt this time and see what develops.