Originally Posted by kryten22uk
Do Marriott purposefully withhold Rewards points for stays in the hope that some people cannot be bothered to check or to chase it up? It definitely seems this way.
I stayed in Marriotts 3 times in October and none of them posted to my account. I called the customer service and they said they will contact the hotel. 3 days later and no progression, as they are "waiting for a fax", they said call back in a couple fo days; how long does it take to send a fax!!
I do not think MR hotels purposefully withhold points.
There are two big reasons points don't post as far as I know.
1- Training.
2- Computer Systems.
I think their computer systems are badly in need of some kind of update that puts points on your account at the moment of check-out, and not a second after.
When the points printed on the bottom of your receipt are actually what is on your account, and includes the updated balance . . . things will be where they need to be.
Because the computer systems aren't where they need to be, then training becomes the tough part. When a hotel is desparate to staff
somebody, it will take any warm body. Frequently, as soon as they're trained, the bodies disappear. How can the hotels keep people who know how to run the hotel's basic business, much less the MR program aspects, with the kind of turnover some of them get? I shudder to think what kind of nightmare this must be for hotel and regional hotel (or franchise/unit) management.