Originally Posted by
ftrichard
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.
It's been predominantly in TX but some in California. To be clear I almost always (if not always) get my base and elite bonus points per stay. I get my Plat/Titanium elite welcome points (500 or 1000) probably 50-70% of the time despite asking for points. Once I stayed at a Westin on 3 different stays and on the 3rd I politely asked them to confirm I would received the 1,000 points because I had not the prior two stays and the person confirmed I would, only to not get them so I had to submit a missing stay request. I never get the 'sorry our lounge is closed" 750 points a night without submitting a missing stay request. I usually get the global promos without issue (I have received several 2,000 bonus points per stay, all automatically, due to the current promo for example). I have received any rate special bonuses (whether they be pre stay or per night) I believe once out of 13-15 times. I get it sooner or later after submitting a missing stay request and often a lot of back and forth. Not receiving the per stay/per night bonus points has been at Courtyards (on their 2k per day promo), Springhill Suites, Sheraton, AC Hotels, Fairfield, Renaissance, Town Place Suites and probably another brand or two so it's not like it's just one hotel or hotel brand.
For example the TownePlace Suites Dallas Plano/Legacy has a special rate option that "Includes 5000 Bonus Points per stay" yet you stay, check out, and don't get the bonus points. It's not just them, again pretty much every single hotel I've stayed at on these rates doesn't provide them without some following up. I go through the missing hotel stay request and they respond usually telling me that if I gave the hotel they'll give me my points. I reply asking them to read the details I put in my submission and that I did receive the base and elite bonus points but didn't receive the special rate bonus points and there may or may not be some back and forth. Why there is back and forth is beyond me. My missing point submissions are extremely detailed and include all the screenshots/invoice they need to get it on the 1st read. They send it to the hotel who usually doesn't reply so I have to follow up and ask them to follow up with the hotel, often more than once, and am at times told there is no such rate to which I again refer them to the screenshots I've already provided and provide another screenshot showing I'm currently able to book the exact same room rate, after which they usually give the points but some times not which requires more following up. I even mention it on check-in now hoping to avoid having to follow up. I hope this isn't your guys experience but it's been mine over probably the past 15 or so stays and it's annoying AF.
Rate Details
Member Exclusive Offer, includes 5000 Bonus Points per stay
Additional Information
- Non-Commissionable Rate
- Earn More for Your Stay
- Earn an additional 5000 bonus Bonvoy points per stay at the
- Towneplace Suites Plano/Legacy.