I think there’s an issue that they click send email in the PMS (property management system) and the email just doesn’t send. Most hotels when I reject paper will make a point of re-confirming the email address they have (which ironically then I don’t get the email). It happens on 75%+ of my stays and always happens outside the US. Also stays outside US can’t access the folio from the app. Very annoying and been going on for years. Even chatting to the hotel and asking after the stay results in sometimes not receiving them - even from hotels extremely customer focused and responsive via the app for on-property requests (sending pillows etc is much more resource intensive than clicking a button to send an email), which leads me to believe it’s a system issue not an issue of them not just bothering to send it. It’s actually very annoying since many of us will need the final folio to upload to expenses systems and personally I have an aversion to carrying around paper in the year 2026 (and we are continually told by these companies we have to be eco friendly, most hotels recently have started giving wood toothbrush and eco friendly toothpaste, but yet the same hotels seem happy to print out endless final folios without even a thought about if it’s needed).

Since we know Marriott don’t like spending money and the real customers are the hotels, maybe this would be a cheap / free fix to make.