Marriott 萬豪出爾反爾:原SPG酒店25次STAY保級不被承認

據外媒loyaltylobby報導,近日一位萬豪會員遇到了這樣一件令他抓狂的事情。

下面是這位會員的自述:

中文大意:我完成25次STAY(每次都是原SPG酒店)之後,客服告訴我不符合保級要求,僅僅因為我合併了SPG和萬豪賬戶,保留的號碼是原萬豪賬戶的。儘管我給客服發去了詳細的25次SPG酒店的STAY入住記錄證明文件,而收到的除了道歉就再沒別的,我真是受夠了! )

Despite ensuring that I stayed only at the SPG brands to clock my 25 stays, I am now informed by the SPG Platinum Associate that they do not acknowledge it anymore even after I attached all my documented stays as my account is now merged with Marriott?! ! I am replicating their response to my email in full including my earlier email to them. I am not sure how many of your readers have also encountered this issue and if there’s anyway we can seek a collective recourse.

I have lost track on the number of the times I have corresponded with SPG on my missing nights, inability to redeem any of my Suite Night Awards and now my platinum status eligibility only to be met with meaningless apologies from the SPG staff without any compensation nor recourse. Apologies comes very cheaply from SPG/Marriott and I think enough is enough.

在8.18萬豪合併之後,條款中一直支持SPG酒店25個STAY保級,然而現在僅僅因為這位會員合併了賬戶,就不再承認了? :

萬豪25stay保級相關條款如下:Elite Membership requirements 4.2b V

In 2018, the Loyalty Program will continue to honor Elite achievement via Qualifying Stays at participating SPG Brands that occur in 2018. Elite achievement via Qualifying Stays is only available until December 31, 2018 and will not be continued thereafter. Participating SPG Brands include: St . Regis® Hotels, The Luxury Collection®, W® Hotels, Sheraton®, Le Méridien®, Westin®, Tribute Portfolio®, Design Hotels TM, Four Points®, Aloft® Hotels and Element®. Members can earn Elite Status via Qualifying Stays under the requirements listed below:

● Gold Elite: 10 to 24 Qualifying Stays or 25 to 49 Qualifying Nights

● Platinum Elite: 25 or more Qualifying Stays or 50 to 74 Qualifying Nights

萬豪客服郵件回复的內容:

大家可以看到,在這封郵件中,萬豪客服表示必須保持SPG賬號活躍才能符合25STAY的保級的要求。而鑑於賬戶已經合併,25STAY保級的條款不再適用。而且,因為無法解除合併,所以無法通過解除合併再重新認定。最後,客服要他通過50晚保級,繼續努力住!

希望這僅僅只是一個特例和意外,否則大規模的針對萬豪的維權事件恐怕又要開始了。萬豪真的不應該再用這樣的事情來傷害會員們了,尤其是原SPG粉絲。

如果一個萬豪客服都能這樣解釋自家的條款,認為25STAY保級的條款不適用於合併了萬豪和SPG賬戶(沒有保留SPG號碼)的會員,那真的是一個天大的笑話。

自從8.18以來,萬豪多少次郵件或者是在萬豪官網提醒和催促大家合併賬戶(也沒有提醒要保留SPG賬號),而現在萬豪客服說出這樣的理由,真的是無言以對。

不知道各位讀者朋友中是否有人遇到這樣的情況,如果真遇上了,你打算怎麼辦?

希望萬豪早日解決這一問題,還大家一個透明公正的常旅客環境。

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