Originally Posted by
DinSC
I don't really want to start a new thread for this but a vast majority of my stays don't post with the correct # of points. I just stayed at a hotel and was told that I would receive an additional 750 points a night because their lounge was closed. Well no surprise that they didn't give me the 750 points per night. I even commented to the FD when they said the same on this trip that they said that before and I didn't get the points before so to please make sure they do whatever they need to so I would get them. The same hotel also had a promo where if you use the M11 rate you get 10,000 additional points per stay. Again, no surprise those points didn't post. I had another stay a few weeks ago and it was supposed to include 5,000 bonus points per stay and nada. Another stay that was 2,000 bonus points per night and nada, another stay was 3,000 bonus points per stay and nada, and the list goes on and on and on. I can't count the # of times I've had to reach out to the missing stays department to get 1) my elite welcome bonus, 2) 750 non-operating lounge credits, 3) bonus points per stay/night (at which every darn time the hotel says they have no record of that promotion or rate code yet I take screenshots of my booking and show them how they can still book the rate as of that day) applied!
What's going on with Marriott or I guess their hotels? I don't ever remember having so many problems as I do now. When I booked a 2k per night promo I'd get the points in years past but now I can all but guarantee I won't. I actually booked a 2k per day promo and didn't get the points but the room description on the invoice actually said 2k per day (or something like that). It seems like they'd rather not give us the points they promised us, fight with us when we ask for them, and then at times still not apply them and just see if you dispute the hotel charge. Not a great way to run a business if you ask me and I for one am sick and tired of having to take screenshot after screenshot and put things in to Excel and submit missing stay requests that usually require me to follow up multiple times until they realize I'm not going away quietly...
You may get some insight into your experience if you tell us which specific hotels/brands/regions you stay in as it does sound like you have an unusually problematic account. My stays, with welcome points, global promo bonus points, and any rate/hotel-specific bonus points post correctly about 95% of the time and when they've not posted correctly I've been able to identify why and get it fixed easily (for example a concurrent stay on points at a Le Meridien that fouled up the cash stay posting as the IT became confused). I believe that the posting of stay and welcome points is automatic at most Bonvoy hotel brands, global promos are also automatic as long as you've registered, while rate/hotel-specific bonus points will require manual posting by the hotel separately to the automatic posting of stay points (for example I got an extra 1000 points at a Four Points recently and they posted the day after the stay posted). On the other hand, a few years ago I was told that Design Hotels post points manually through a portal so this would be understandably more prone to error.
So your dismal experience isn't prevalent and definitely not normal. If you tell us the hotels/brands/regions you stay in then maybe someone can provide some insight.