Had an extremely frustrating conversation with a Marriott Rewards associate in their Kuala Lumpur service center today. One of my reward stays did not post - fully expected as I had no confidence to expect any of my reward stays to post automatically, as none of my reward stays (post merger) had.

At check out, I specifically requested a folio but hotel said that they could not generate one because it was an award stay.

So I called Marriott Rewards to request the qualifying night credit with my welcome amenity, and specifically mentioned that the hotel did not provide me with a folio and failed to post.

First reaction from the associate was, can I send him a folio? Totally idiotic response!

Explained the situation again. He said could you send an email request. Another idiotic response! I refused to send an email since I was already on the phone for 10 mins already with him. And guess what? The next person who picked up the email would have asked for the same folio again, which I don't have as the hotel couldn't provide me with one!

He put me on hold again, and said he needed to contact the hotel. He came back after another 10 mins and said hotel didn't answer the phone, and all he could do is send an email the hotel to get them to post the stay.

I won't be surprised if the hotel gets back to him to say they're unable to post the stay as it was an award stay?!

Why does contacting Marriott these days feel like constantly churning in twilight zone?!

For goodness sake:
- Show me that you know what's going on. I had made my redemption booking on the Marriott app, points were duly deducted from my account, you had sent me a booking confirmation to my email, you even reminded me to check in through the app which I did! So why does the member need to go through hoops to "prove" that the stay actually happened, when you should have automatically posted the stay?
- Train your hotels to post reward stays properly or at least generate the folio upon request.
- Train your associates not to give idiotic responses, and repeatedly ask for folio when already told none was given by your hotel.
- Improve your missing stay claim process - it's incredulous that with all the booking information given and points deduction on the Marriott Rewards account, your associate still has to contact the hotel and request it to post the stay manually!!

Overall, terrible customer experience.