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Marriott Bonvoy : Stays/Points not posting [Master Thread]

Old Oct 2, 2018, 4:57 pm
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Last edit by: decentmove
Missing stay form; can only be filled out 10 business days after checkout:

https://www.marriott.com/rewards/myAccount/missingStayRequest.mi

The above link/form applies no matter if you logged on using www.marriott.com or www.spg.com => which then translates to https://www.marriott.com/default.mi?program=spg&reset=true
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Marriott Bonvoy : Stays/Points not posting [Master Thread]

Old Oct 27, 2018, 7:19 pm
  #151  
 
Join Date: Nov 2005
Location: WAS
Posts: 1,626
The new Marriott program is simple awful. Marriott can't post simple stays properly and their customer service is terrible. I don't get why we're now two months post final/official merger and we still can't receive points properly after a paid stay. I have moved as much business as possible to Hilton and other brands.
Ross0 is offline  
Old Oct 28, 2018, 7:00 pm
  #152  
 
Join Date: May 2001
Location: Vancouver, BC, Canada
Programs: AC SE100K MM, Bonvoy Lifetime Titanium, Accor Diamond, National Emerald Club Exec Elite
Posts: 1,093
Iím having trouble getting the points from the second of my two rooms to post. Iím traveling with an employee in China and the two rooms were both booked in my name, my membership number on both rooms and even the folio on checkout showing the balance from my second room transferred to my room and charged to my credit card. Yet, three hotels in China in a row have only credited me the points from one room. It makes no sense at all. I wonder if the hotels in China think that since we now get nights credits only for one room that we only get points from one room? These are all legacy SPG hotels.
ac/elite is offline  
Old Oct 29, 2018, 1:54 am
  #153  
Company Representative - Starwood
 
Join Date: Aug 2011
Programs: SPG
Posts: 713
Originally Posted by ac/elite
Iím having trouble getting the points from the second of my two rooms to post. Iím traveling with an employee in China and the two rooms were both booked in my name, my membership number on both rooms and even the folio on checkout showing the balance from my second room transferred to my room and charged to my credit card. Yet, three hotels in China in a row have only credited me the points from one room. It makes no sense at all. I wonder if the hotels in China think that since we now get nights credits only for one room that we only get points from one room? These are all legacy SPG hotels.
You may send the folio of this stay to [email protected] and they will help you to follow up missing points.

Best Regards,

Abbey Liu
Specialist, Social Media
Marriott International
Starwood Lurker IV is offline  
Old Oct 29, 2018, 5:20 am
  #154  
 
Join Date: May 2001
Location: Vancouver, BC, Canada
Programs: AC SE100K MM, Bonvoy Lifetime Titanium, Accor Diamond, National Emerald Club Exec Elite
Posts: 1,093
Originally Posted by Starwood Lurker IV
You may send the folio of this stay to [email protected] and they will help you to follow up missing points.

Best Regards,

Abbey Liu
Specialist, Social Media
Marriott International
Thanks, but my Ambassador is taking care of it. My point was that the China hotels, or at least the three Iíve stayed at in the last 10 days, are not posting the points for multiple rooms correctly and likely need some training on this.
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Old Oct 29, 2018, 3:27 pm
  #155  
 
Join Date: Mar 2011
Programs: Marriott Platinum Premier
Posts: 16
Originally Posted by seanp7
Same here. And my Account Activity isn't showing anything anymore when it was correct a month ago (with migrated data & post merger stays). The calculations are now off.
Same here. Everything going fine until a couple of weeks ago. 3 hotels in the same week. One posts within a couple of days, the others have yet to post. Not sure what is different now causing stays to show.
5thofjuly is offline  
Old Oct 29, 2018, 4:22 pm
  #156  
 
Join Date: Jun 2000
Location: toronto
Posts: 915
I am experiencing similar issues as the others above. My account merger and stay postings have been correct, but ever since Oct 3rd, none of the stays have posted to my account. I've had 4 stays since Oct 3rd, and none of the nights or points have been added to my account. I started a missing stays report for the ones that are 10 days and older. Interesting that my Amex Credit card points posted on time for October.
And I thought I was one of the lucky ones that the merger had not impacted me.

Looks like Marriott IT is doing the 1 step forward 2 steps back routine.
Commie is offline  
Old Oct 29, 2018, 6:07 pm
  #157  
 
Join Date: Jun 2013
Posts: 1,063
Sorry, but these IDIOTS at Marriott Rewards are useless. 100% USELESS. They can't track hotel stays. SIMPLE, not ONCE not TWICE! Two weeks and 1 week, BOTH untracked. CONGRATS to Marriott on owning the WORST integration ever since United and Continental, which is NOT a compliment!

I uploaded my folios to the missing stays, but they are useless. God, I miss SPG, I miss it so much! Why did they have to waste such a good system that never messed me up even ONCE?

Sucks to be Marriott and us.
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Old Oct 29, 2018, 9:27 pm
  #158  
 
Join Date: Jul 2009
Posts: 91
Looks like my recent stays aren't posting. Just random unflown China Eastern miles showing up in small amounts. I sent them a Folio after reporting a missing stay and they emailed back saying they couldn't open the format it was in. That would be the format they issued it in. Brilliant.
s_yvr is offline  
Old Oct 29, 2018, 10:54 pm
  #159  
 
Join Date: Sep 2004
Location: The World!!!
Programs: Some of them not all ...
Posts: 1,534
Well, finally, after 3 months, one of my two missing European stays posted today. The stay is from the end of July to the beginning of august (3 nights). Now I am only missing one more stay for 3 nights that took place at the end of July, and before the one that just posted. For these two I did not request the missing night stay. So looks like Marriott is doing something to re check what has not posted. I was just waiting for all these mess to get sorted out to finally request the missing nights. But looks like it will not be necessary.

I only requested the third stay twice, and it was just after two times and more than one month that I got credit for that one. Too much work for one stay to credit, so letting Marriott finish the integration to see if everything works out by itself. I really do not need the nights until December, when I will know for sure if I will get to top tier or not.
carlitos is offline  
Old Oct 30, 2018, 11:59 am
  #160  
 
Join Date: Dec 2010
Location: London/Dubai
Programs: BA GOLD, SPG Platinum
Posts: 55
So I have about 3 or 4 missing stays and I sent emails (yes mails) to Marriot asking them to be credited but they say they are, but they aren't showing up. I had a booking from August 19-29 and I guess that was a bad time to book a stay since it was right after integration. Any ideas on what to do? I emailed two separate addresses in hope that the other would be able to solve my issue but no luck.

Also, I am still having to claim a missing night every other stay until today, is this still happening to people?
hmansouri is offline  
Old Nov 2, 2018, 10:31 am
  #161  
 
Join Date: Oct 2009
Posts: 171
Originally Posted by hmansouri
So I have about 3 or 4 missing stays and I sent emails (yes mails) to Marriot asking them to be credited but they say they are, but they aren't showing up. I had a booking from August 19-29 and I guess that was a bad time to book a stay since it was right after integration. Any ideas on what to do? I emailed two separate addresses in hope that the other would be able to solve my issue but no luck.

Also, I am still having to claim a missing night every other stay until today, is this still happening to people?
I haven't received any replies from Marriott or SPG for more than 1.5 months since my stay at W Hotel Beijing. I cancelled all my reservations at Marriott/SPG,all changed to Hyatt for some bonus points before the end of Nov and aiming at 80-90 nights this year. Any bonus for 100nights + at Hyatt ?
rebyang is offline  
Old Nov 3, 2018, 7:35 am
  #162  
 
Join Date: Jan 2017
Programs: Some/Most/All
Posts: 256
This is laughable... My total points changed overnight, but not by much, and I couldn't think of any reason why. It was one night's worth of green choice points from *September*. I guess the hotel wasn't trying to screw me after all.

I have two L-MAR stays from the same time period that still haven't posted. Reading the horror stories above make me wonder if it's even worth submitting the missing stay form. They're simple, paid stays, so they should be easy to credit, but I don't need the nights, though the points would be nice. Messrs. Marriott and Sorenson should have both IT and PR heads on a pike in the middle of town square, but I guess nobody up there cares about the never-ending fuster cluck.
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Old Nov 3, 2018, 8:17 am
  #163  
 
Join Date: Mar 2011
Location: Colorado
Programs: Lifetime UA 1K, Lifetime Hilton Diamond, Lifetime Marriott Bonvoy Titanium
Posts: 1,261
None of my Marriott stays have posted since mid-October. Up until that point everything was fine (even with merged accounts).

Additional nights don't get me anything so at this point I'm switching to Hilton for the rest of the year. Hopefully by January they will fix these IT problems.
bldr1k is offline  
Old Nov 3, 2018, 4:24 pm
  #164  
 
Join Date: Apr 2007
Location: Anywhere
Posts: 6,730
Originally Posted by cfischer
That's why I always get a bill at check-out even if it is a $0 bill. You can send an Email to [email protected] and attach the Email confirmation of the hotel booking. Put in an Email that the award stay has not posted yet and you'd like the night and Plat bonus posted. That should work.
If the stay was in the past 5 weeks ... wait a bit longer ... they are still posting stays.
Thatís what I did! But the folks at that email address often donít bother to read the emails when I specifically told them in my email that it was a redemption stay and no incidentals, hence the hotel didnít (and in some cases couldnít) generate a bill. They still came back with a cut and paste response to ďplease send us your bill so we may investigateĒ! Utterly incompetent customer service - have had this stupid response multiple times now.

In fact in a recent stay, I specifically asked at checkout for a $0 bill on a redemption stay and, after checking with multiple onsite duty managers, the front desk came back to say that they simply couldnít generate a bill as it was a redemption stay that was processed separately from the hotelís invoicing system. Perhaps thatís why redemption stays oftentimes donít post immediately and requires follow up?
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Old Nov 3, 2018, 5:48 pm
  #165  
 
Join Date: Apr 2007
Location: Anywhere
Posts: 6,730
Originally Posted by Bigshaker
Well it doesnít get any more clustered up than this reply from Marriott from my missing stay form that I filled out.

Stay was a 3 night award stay, took the breakfast for 2 which was automatically removed from bill at check out.
No other incidentals, just looking for my 3 stay nights to post.

If the people handling missing stay requests from Marriott donít know you can earn stay/night credit on award stays then whatís the point of even filling out the form? Is there any hope left for this Marriott debacle?

ďWe apologize we are unable to post this stay to your account as your hotel bill does not show any eligible charges. As a Marriott Rewards member, each time you stay at a participating hotel you may earn points or frequent flyer credit and personal Elite nights based on the eligible charges shown on the final itemized hotel bill in your nameĒ


This is just god damn awful.
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