万豪出尔反尔:原SPG酒店25次STAY保级不被承认

据外媒loyaltylobby报道,近日一位万豪会员遇到了这样一件令他抓狂的事情。

下面是这位会员的自述:

中文大意我完成25次STAY(每次都是原SPG酒店)之后,客服告诉我不符合保级要求,仅仅因为我合并了SPG和万豪账户,保留的号码是原万豪账户的。尽管我给客服发去了详细的25次SPG酒店的STAY入住记录证明文件,而收到的除了道歉就再没别的,我真是受够了!

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8.18万豪合并之后,条款中一直支持SPG酒店25个STAY保级,然而现在仅仅因为这位会员合并了账户,就不再承认了?:

万豪25stay保级相关条款如下: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


万豪客服邮件回复的内容:

大家可以看到,在这封邮件中,万豪客服表示必须保持SPG账号活跃才能符合25STAY的保级的要求。而鉴于账户已经合并,25STAY保级的条款不再适用。而且,因为无法解除合并,所以无法通过解除合并再重新认定。最后,客服要他通过50晚保级,继续努力住!

希望这仅仅只是一个特例和意外,否则大规模的针对万豪的维权事件恐怕又要开始了。万豪真的不应该再用这样的事情来伤害会员们了,尤其是原SPG粉丝。

如果一个万豪客服都能这样解释自家的条款,认为25STAY保级的条款不适用于合并了万豪和SPG账户(没有保留SPG号码)的会员,那真的是一个天大的笑话。

自从8.18以来,万豪多少次邮件或者是在万豪官网提醒和催促大家合并账户(也没有提醒要保留SPG账号),而现在万豪客服说出这样的理由,真的是无言以对。

不知道各位读者朋友中是否有人遇到这样的情况,如果真遇上了,你打算怎么办?

希望万豪早日解决这一问题,还大家一个透明公正的常旅客环境。

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