jah718

Hi all,

Only really got into the hotel reward programs in the last year or so, so I may be missing something.

Firstly, I recently got into my new Marriott account and the nights I have stayed in the hotel and the nights I have on my account don't add up. So, I can see from my account that I stayed in the Westin in Doha 3 times this year for a total of 21 nights, however, my account is showing as only 15 nights this year. Why are my nights lower than what is on my account?

Secondly, the number of points I am earning for the stays seems impossibly low. For example, in April, I stayed 9 nights and got about 7,500 points, but in September I stayed 6 nights and got 888 points and in July I stayed 6 nights and got 534 points! The maths just doesn't make any sense to me.

If anyone has any thoughts or advice on this it would be much appreciated.

Starwood Lurker

It sounds to me like some of your stays have posted with no room revenue. You might want to check on the breakdown of what dollars were posted to your stays in July and September (i.e., room revenue. incidentals, other, etc.). If you discover any discrepancies on any of the stays posted, send your folio(s) to Program Services at [email protected] and ask them to make the necessary corrections. You should allow them 10 business days to complete their work.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]

Keyser

william, i am faced with a similar problem with a stay as well....i had a 2 night stay earlier this month where my room rate was around $110 + tax per night....i also had f&b charges of about $65 (which included 25% tax)....the stay posted the very next day after checkout but i only received 426 base points, which seems to indicate that i only got points for the f&b portion of the stay & not for my room rate....i spoke to platinum concierge the day the stay posted & was told to send my folio to the email you mention in your post....i did that but have not heard back from anyone, nor have the points been corrected....this was 2 weeks ago....

also, i have another stay that has not posted as well....i waited 10 days & then filed a missing stay request online....its been a week since that was done as well & the stay is still missing from my account....

is it time to follow up with someone or should i give it more time????

jah718

Just to note, I have now sent 2 emails to the property in question and have received no replies. I have also sent an email to Marriott more than 2 weeks ago and have also received no reply.

I may have lofty expectations of customer service, but waiting more than 2 weeks for a reply is unacceptable by any companies standards.