Stayed 3 nights but counted as 1 night only
Nov 24, 2015, 6:11 pm
#1
Original Poster
Join Date: May 2013
Location: Canada
Programs: AC 100K, Bonvoy Titanium, National Exec Elite
Posts: 91
Stayed 3 nights but counted as 1 night only
I had a booking to stay 2 nights. Last minute, I needed to stay another night, so instead of changing reservation to 3 nights, I booked separately the 3rd night. i.e. one booking is 2 nights and one booking is 1 night, for total of 3 nights
Upon check out, not unexpected, I got two invoices for each booking. I asked them to consolidate to one for all three nights, which they did. However, I think the guy simply transferred the charges of the 2 nights to the 1 night invoice so even though the invoice is showing 3 nights, the invoice check-in and check-out dates are only for 1 night. Hence, SPG is showing/counting that I stayed 1 night instead of correctly 3 nights.
Uh... re-reading what I wrote above might confuse most folks.
In short, I should have 3 nights posted to my account, but I currently have only 1 night posted.
I emailed research@starwood email but unsure if it's still active because in the past I would receive an automated response with ticket number, which I didn't receive this time. Anybody know if it's still active? Or who else I turn to have this corrected? Thanks!
Upon check out, not unexpected, I got two invoices for each booking. I asked them to consolidate to one for all three nights, which they did. However, I think the guy simply transferred the charges of the 2 nights to the 1 night invoice so even though the invoice is showing 3 nights, the invoice check-in and check-out dates are only for 1 night. Hence, SPG is showing/counting that I stayed 1 night instead of correctly 3 nights.
Uh... re-reading what I wrote above might confuse most folks.
In short, I should have 3 nights posted to my account, but I currently have only 1 night posted.
I emailed research@starwood email but unsure if it's still active because in the past I would receive an automated response with ticket number, which I didn't receive this time. Anybody know if it's still active? Or who else I turn to have this corrected? Thanks!
Nov 24, 2015, 6:27 pm
#2
Join Date: May 2012
Location: SIN
Programs: JL GC | Marriott LT Silver | Global Entry | SQ Silver
Posts: 6,819
Give them around 7-10 working days to respond.
Nov 24, 2015, 7:09 pm
#3
Join Date: May 2011
Location: Sonoma
Programs: Several here and there, but not as many during my road warrior days!
Posts: 715
I have run into this issue too many times. I always end up doing a missing stay claim, and then have a banter back and forth over email before they straighten it out. In fact, I have one going on right now with the a stay a Sheraton Hiroshima, where they decided to consolidate my two stays into one, and no credit is posted.
Nov 24, 2015, 7:10 pm
#4
Formerly known as stellertony
Join Date: Oct 2006
Location: MEX
Programs: UA Gold, DL Gold, NEXUS, APEC
Posts: 1,146
i had something similar happen last month, i emailed spgchampion and they had it fixed within like 12 hours
Nov 25, 2015, 1:35 am
#5
Join Date: Mar 2015
Posts: 1,989
Sounds like a straight forward case once they established you were at the property for 3 nights. You should get the nights credited in time.
Quick question though, any reason why the need to consolidate and probably complicate the matter? I occasionally extend the stays and two invoice should be fine right? They all come to the same nights and total amount?
Quick question though, any reason why the need to consolidate and probably complicate the matter? I occasionally extend the stays and two invoice should be fine right? They all come to the same nights and total amount?
Nov 25, 2015, 3:53 am
#6
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
^It should work out eventually but may take 2 weeks.
Nov 25, 2015, 5:32 am
#7
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Sounds like a straight forward case once they established you were at the property for 3 nights. You should get the nights credited in time.
Quick question though, any reason why the need to consolidate and probably complicate the matter? I occasionally extend the stays and two invoice should be fine right? They all come to the same nights and total amount?
Quick question though, any reason why the need to consolidate and probably complicate the matter? I occasionally extend the stays and two invoice should be fine right? They all come to the same nights and total amount?
Also, I tend to requalify first on stays and then on nights, but I still like to see the correct number of stays recorded on my account. I don't want to ever risk seeing 25 stays and then having some stays consolidated or removed after the end of the year.
Nov 25, 2015, 8:31 am
#8
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Actually the FDC caused it. They didn't adjust the second invoice to show the actual dates and just posted the charges.
There are so many things that need to be checked on an invoice that it's easy to miss something like this. Personally, I would have left it alone and argue the point later with SPG if the bonuses didn't post properly.
There are so many things that need to be checked on an invoice that it's easy to miss something like this. Personally, I would have left it alone and argue the point later with SPG if the bonuses didn't post properly.
Nov 26, 2015, 10:08 am
#9
Join Date: Jul 2009
Programs: none
Posts: 1,668
I'm confused, too.
Nov 27, 2015, 6:43 am
#10
FlyerTalk Evangelist
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...
Upon check out, not unexpected, I got two invoices for each booking. I asked them to consolidate to one for all three nights, which they did. However, I think the guy simply transferred the charges of the 2 nights to the 1 night invoice so even though the invoice is showing 3 nights, the invoice check-in and check-out dates are only for 1 night. Hence, SPG is showing/counting that I stayed 1 night instead of correctly 3 nights.
...
Upon check out, not unexpected, I got two invoices for each booking. I asked them to consolidate to one for all three nights, which they did. However, I think the guy simply transferred the charges of the 2 nights to the 1 night invoice so even though the invoice is showing 3 nights, the invoice check-in and check-out dates are only for 1 night. Hence, SPG is showing/counting that I stayed 1 night instead of correctly 3 nights.
...
Nov 27, 2015, 11:37 am
#12
FlyerTalk Evangelist
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I suspect the OP will now be checking folios more fully before leaving he front desk, especially if a similar request is made. One sure-fire way to keep errors from happening is to not stay in the first place... Now, only you can decide how much risk you're willing to take.
Nov 27, 2015, 5:16 pm
#13
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Nov 27, 2015, 5:26 pm
#14
Join Date: Apr 2012
Posts: 266
It shouldn't matter because even with the checking Out and back in, it is still 1 stay as per spg with regard to stay/night credit so he would still get the points and not lose them if spg followed that concept with the promo. The op could have asked this question prior to the stay with spg to get clarity but I would think spg would agree with my sentiments.
Nov 28, 2015, 7:08 am
#15
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It shouldn't matter because even with the checking Out and back in, it is still 1 stay as per spg with regard to stay/night credit so he would still get the points and not lose them if spg followed that concept with the promo. The op could have asked this question prior to the stay with spg to get clarity but I would think spg would agree with my sentiments.
Yes, leaving it alone and then chasing the promo posting after the fact might have been easier. Had the FDC done the task properly, it wouldn't have been an issue.