UGH!

Recently, I stayed at the Hyatt Reston, checked in indicating that I wanted points as a welcome amenity, AA miles, and the lounge closed points.

So, the stay (AARP rate) at the Hyatt Reston did not post for a week, and I went to the GP's site online request for nite credit. In the notes section, I explicitly reminded them that I wanted:

AA miles (base)
AA miles (current 2500 bonus)
2500 points for lounge closed
1000 diamond amenity

Not bad for a $82 stay, too bad not during an FFN period. I even had my brother, SIL and their 3 boys join for breakfast - what with the AARP $25 for incidentals, no additional charges save gratuity. Given how high maintenance those boys are when at a restaurant, I tipped generously. (Indeed, I think a fixed percentage tip on a reduced price, difficult child's, meal works a real injustice on the server).

OK, Back on topic.

The stay finally posted, with a night credit and 500 miles (I hope they got the airline correct) This is not the first time something like this has happened, and, indeed, it seems that something requires correct over 50% of the time. As others have commented, manual overrides are common.

I will, of course, call, and I am certain it can be sorted out.

Indeed, I have found the GP customer service agents are as excellent as the automated system for capturing points and miles is lousy. In counterpoint, chez Marriott Rewards, the automated system is as excellent as the customer service agents are lousy.

Please, Gold Passport Concierge, understand that I think this is GP's achilles heel. I hate taking my time, and your excellent CS agent's time, nickeling and diming for a few points here and a few miles there, but that is apparently necessary to get things right.

(mods, if this is more appropriate for the general thread on the website, no offense will be taken with your merging).