Experience with stays posting after Aug 18th merge date
Sep 4, 2018, 12:15 am
#151
Join Date: Sep 2017
Posts: 575
Again I have no experience with mergers or IT but it makes no sense to me why my normal stays with Marriott are not posting in my activity log. I can understand the Starwood stays not posting on my Marriott account. Business travelers that need a picture or copy of your receipt for expense reports make sure your asking for a copy before you leave so you don't have to call all over.
Sep 4, 2018, 1:53 am
#152
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Not really my stays from week of 18-Aug (4 nights of 3 stays) are still missing. I got 1 nights extra dunno from where. Also 2 nights that have been posted in SPG account still disappear.
Sep 4, 2018, 6:28 am
#153
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,167
I have been doing this for the past three years of my Marriott stays, since Marriott has long been incapable of sending an e-mail folio the day I check out
Sep 4, 2018, 7:56 am
#154
Original Poster
Join Date: Dec 2001
Location: SPG Lifetime Plat, Hyatt Diamond, Hilton Gold:AA Plat, Now retired but previous NWA PLAT 2 Million +, United 1K plus etc etc
Posts: 541
My 2 missing nights from Aug 21st have posted. My night total is now correct. I won’t know if my point total is correct until I can actually see the detail of my account activity and what exactly has posted, which still does not display any of the recent stays since Aug 18th.
Sep 4, 2018, 8:13 am
#155
Join Date: Jun 2012
Location: YUL
Programs: Bonvoy Platinum, National EE, NEXUS, Global Entry
Posts: 69
I have a similar issue, my points and nights are posting to my account but the details of the stay do not show in my account history so I am unable to verify if my bonus points were correctly awarded and/or print a copy of my receipt. I find this very strange especially since my entire SPG account history was merged correctly and I can see those stays in my account but non of the stays (4) I did since the end of July show in my account history.
Sep 4, 2018, 8:40 am
#156
Join Date: Nov 2010
Location: BWI, PHL, IAD
Programs: Marriott LT Titanium; Mileage Plus 1K, 1 MM; Global Entry
Posts: 1,516
The rewards desk phone agent this morning found my missing stay after about 5 min of looking, from Aug 21st, and manually posted the points. I don’t know how she found it, where she looked etc.
My point total went up within 2 min of hanging up but my night total stayed the same (should have gone up by 2)
Sep 4, 2018, 8:58 am
#157
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,630
I submitted a missing stay request on the 28th. This was today's fine and informative reply:
"Thank you for letting us know of your missing stay. You may not see some of your recent stays in your account. We are currently working to process all stays since our systems integration. Not to worry, they will be posted soon. Please continue to look for them in your account. It should be posted soon."
"Thank you for letting us know of your missing stay. You may not see some of your recent stays in your account. We are currently working to process all stays since our systems integration. Not to worry, they will be posted soon. Please continue to look for them in your account. It should be posted soon."
Sep 4, 2018, 9:13 am
#159
Original Poster
Join Date: Dec 2001
Location: SPG Lifetime Plat, Hyatt Diamond, Hilton Gold:AA Plat, Now retired but previous NWA PLAT 2 Million +, United 1K plus etc etc
Posts: 541
My call yesterday to the rewards desk proves “there is a way” for them to find, see and manually post a missing stay.
I followed the automated prompts for rewards but still ended up at platinum reservations, I asked and they transferred me to the rewards desk. Maybe they have a better pool of people to transfer the call to?
It it just depends on the experience, skill and attitude of the rep you get. She was able to find my missing stay from Aug 21st after 5 min or so on hold, she was able to manually post the points that appeared in my total within a couple minutes of ending the call and within 24 hours the 2 stay nights that went with that stay posted as well.
Be friendly, not upset on the call. Get some rapport in the first 15 seconds, Then ask, I heard there’s a way you can see my past stays, I’m just trying to figure out what has posted to my account and what hasn’t. I don’t think my stay from Aug 21st has posted, what can you see?
Sending messages to the abyss of Marriott customer support isn’t going to get you a timely resolution, if any response.
Keep calling “early in the morning” before they are swamped and out of energy to make the effort to find your stay.
The day after the holiday weekend (ie today) is probably not the best day to call.
I dont know if this this will work with SPG branded hotel stays which seems like a bigger issue, this was for a Marriott Courtyard stay.
Good luck!
I followed the automated prompts for rewards but still ended up at platinum reservations, I asked and they transferred me to the rewards desk. Maybe they have a better pool of people to transfer the call to?
It it just depends on the experience, skill and attitude of the rep you get. She was able to find my missing stay from Aug 21st after 5 min or so on hold, she was able to manually post the points that appeared in my total within a couple minutes of ending the call and within 24 hours the 2 stay nights that went with that stay posted as well.
Be friendly, not upset on the call. Get some rapport in the first 15 seconds, Then ask, I heard there’s a way you can see my past stays, I’m just trying to figure out what has posted to my account and what hasn’t. I don’t think my stay from Aug 21st has posted, what can you see?
Sending messages to the abyss of Marriott customer support isn’t going to get you a timely resolution, if any response.
Keep calling “early in the morning” before they are swamped and out of energy to make the effort to find your stay.
The day after the holiday weekend (ie today) is probably not the best day to call.
I dont know if this this will work with SPG branded hotel stays which seems like a bigger issue, this was for a Marriott Courtyard stay.
Good luck!
Sep 4, 2018, 12:49 pm
#160
Join Date: Jul 2013
Location: SF Bay Area
Programs: United, AA, KrisFlyer
Posts: 179
We had stays after 8/18 that haven't posted. Unfortunately for us, the first of those stays would have pushed us over into Gold Status. So we pretty much got nothing for the other two stays. Being as that we were in Asia, we couldn't call customer service and staff at the hotels were pretty much of no use in terms of our award status (and we didn't expect them to be). My wife has called and I've written to Customer Service since our return giving details for the missing three stays which would push us from 22 nights to 34 nights and get us well about Gold Status. We'll see what happens.
Sep 5, 2018, 4:03 am
#163
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Sep 5, 2018, 7:10 am
#165
Join Date: Aug 2018
Programs: Hilton Honors Diamond; Bonvoy Titanium
Posts: 26
Nope, nothing is showing up in the Activity log, but the nights counter and the points are rising. Can't tell if the points are being accurately calculated without the stay details in activity though.