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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 Nov 12, 2018, 12:04 am
  #181  
 
Join Date: Mar 2015
Location: YVR
Posts: 1,092
Anyone experiencing the issue where the activity shown on the mobile app differs from the website?

I have a couple of stays that are missing from my total nights, and also missing from the website activity. Curiously enough, those missing stays are listed under activity in the Android app....
pentiumvi is offline  
Old Nov 12, 2018, 4:04 pm
  #182  
 
Join Date: Apr 2018
Programs: Marriott Lifetime Titanium, American Airlines Platinum, Hertz President's Circle
Posts: 37
Had a stay from 10/15-10/18. Folio was emailed to me normally when the stay ended and had my rewards number on it. However, stay did not post. Filled out a missing stay request form a little over a week ago. Still no word and still not showing up. In the past when this has happened (rare for me) the issue would always be fixed within 3-4 days after reporting it. Guess I'll give it to the end of this week then call them.

Also, only 1 of the past dozen or so stays since I became Lifetime Platinum Premiere have included the Platinum Premiere gift. Even worse, several of those have been Courtyards and I haven't even gotten the free market item that Courtyards have always given Platinum members. It's like going backwards in status.
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Old Nov 12, 2018, 5:22 pm
  #183  
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Originally Posted by pentiumvi
Anyone experiencing the issue where the activity shown on the mobile app differs from the website?

I have a couple of stays that are missing from my total nights, and also missing from the website activity. Curiously enough, those missing stays are listed under activity in the Android app....
Marriott side, SPG side, or is your account already combined?

For non-combined accounts, can the Android app be used to log in both to the Marriot side account and the SPG side account (if you have both)?

I've not combined yet, and my missing stays are only on the SPG side, which is why I ask.

Thanks.
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Old Nov 12, 2018, 5:27 pm
  #184  
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Originally Posted by sdsearch
Are there even folios for points stays with no incidentals? I don't recall ever seeing one.

So I couldn't use the Missing Points form, because it doesn't have a selection for "no folio, this was a points stay. So I had to use the Request Folio form, and then explain in the comments that I don't the folio myself, but I can't file a Missing Points form without it, and they can either get me the folios or just make the 2 missing stays post (Plat welcome points plus night credit).

Btw, i had half a dozen or more points stays since Aug 18, and most have posted, but two in the second half of October didn't. These were all stays booked (before Aug 18) on the SPG site. (And I haven't combined accounts yet, so they're still on the SPG version of the Marriott site except for the 2 missing points stays.)
New question related to the above:

I'll be staying again next week at the same Sheraton hotel at which I have these two missing stays. What, if anything, should i ask from the hotel when I'm there (assuming these 2 stays haven't posted by then)? Can they re-submit my past stays? Or should I only ask to get folios? If so, should ask for them to print them out on the soot, or email them to me?

(I've not asked for anything like this from a hotel before, so I'm not sure what they can or can't do.)

Thanks.
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Old Nov 12, 2018, 11:54 pm
  #185  
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Are there even folios for points stays with no incidentals? I don't recall ever seeing one.
Yes, you may request folios for Points redemption stays.

Originally Posted by sdsearch
New question related to the above:

I'll be staying again next week at the same Sheraton hotel at which I have these two missing stays. What, if anything, should i ask from the hotel when I'm there (assuming these 2 stays haven't posted by then)? Can they re-submit my past stays? Or should I only ask to get folios? If so, should ask for them to print them out on the soot, or email them to me?
You can ask them to check on the posting of your previous stays. You may also ask for a copy of the folios to be printed out or emailed to you as you like.

Best Regards,

Christina Zhou
Social Media Specialist
Marriott International

[email protected]
Starwood Lurker III is offline  
Old Nov 13, 2018, 12:27 pm
  #186  
 
Join Date: Mar 2015
Location: YVR
Posts: 1,092
Originally Posted by sdsearch
Marriott side, SPG side, or is your account already combined?

For non-combined accounts, can the Android app be used to log in both to the Marriot side account and the SPG side account (if you have both)?

I've not combined yet, and my missing stays are only on the SPG side, which is why I ask.

Thanks.
Already combined account.
pentiumvi is offline  
Old Nov 13, 2018, 7:21 pm
  #187  
 
Join Date: Apr 2007
Location: Anywhere
Posts: 6,745
Had an extremely frustrating conversation with a Marriott Rewards associate in their Kuala Lumpur service center today. One of my reward stays did not post - fully expected as I had no confidence to expect any of my reward stays to post automatically, as none of my reward stays (post merger) had.

At check out, I specifically requested a folio but hotel said that they could not generate one because it was an award stay.

So I called Marriott Rewards to request the qualifying night credit with my welcome amenity, and specifically mentioned that the hotel did not provide me with a folio and failed to post.

First reaction from the associate was, can I send him a folio? Totally idiotic response!

Explained the situation again. He said could you send an email request. Another idiotic response! I refused to send an email since I was already on the phone for 10 mins already with him. And guess what? The next person who picked up the email would have asked for the same folio again, which I don't have as the hotel couldn't provide me with one!

He put me on hold again, and said he needed to contact the hotel. He came back after another 10 mins and said hotel didn't answer the phone, and all he could do is send an email the hotel to get them to post the stay.

I won't be surprised if the hotel gets back to him to say they're unable to post the stay as it was an award stay?!

Why does contacting Marriott these days feel like constantly churning in twilight zone?!

For goodness sake:
- Show me that you know what's going on. I had made my redemption booking on the Marriott app, points were duly deducted from my account, you had sent me a booking confirmation to my email, you even reminded me to check in through the app which I did! So why does the member need to go through hoops to "prove" that the stay actually happened, when you should have automatically posted the stay?
- Train your hotels to post reward stays properly or at least generate the folio upon request.
- Train your associates not to give idiotic responses, and repeatedly ask for folio when already told none was given by your hotel.
- Improve your missing stay claim process - it's incredulous that with all the booking information given and points deduction on the Marriott Rewards account, your associate still has to contact the hotel and request it to post the stay manually!!

Overall, terrible customer experience.
Guy Betsy and Bigshaker like this.
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Old Nov 14, 2018, 11:46 am
  #188  
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Interesting observation... All SPG hotels posted promptly under SPG account. I had a Renaissance stay two weeks ago and it did not post. I have not merged my accounts yet.

Calls to SPG reps based in Canada give excellent service. Calls to any of the US reps who may be Marriott people just makes me want to throw up and cry. The so called Platinum line was just the basic line and when I said I wanted to report a missing stay I got transferred over to Customer Service which the computer prompt kept asking me to put in my account number, then password then the last 4 digits of my Social Security number ??? Hello? What's this, a bank? Putting 000 didn't help and I was bounced back and forth as I don't have a SS #.

Finally got thru to another "SPG" agent which was probably another Marriott agent who gave me an email to submit my folio to. She gave [email protected]. My email got bounced back. Does anyone have the correct email to send to?

Good that I'm LTP. I haven't stayed much this year and with the way things are going may see my custom(which I've already switched over to Hilton) wane.

Last edited by Guy Betsy; Nov 15, 2018 at 2:59 am
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Old Nov 17, 2018, 7:58 pm
  #189  
 
Join Date: Nov 2018
Programs: SPG, Marriott
Posts: 1
Impossible time getting account credited

Hi everyone,

I am a longtime SPG Platinum and right on the line of requalifying for Platinum Status this year. A few days before the merger, I stayed with family for 2 nights in 3 rooms at an SPG property using points, and only got credit for one room.

It took many, many calls and emails before a phone agent would agree that since I stayed pre-merger, SPG rules should apply and I should get the extra 4 nights of credit. He told me to email [email protected] with the infos and folios, which I did.

That was 2 months ago. Despite follow up emails and calls, never got a response. I finally got a response today (see below), which says that only paid nights get elite credit. What??? Does this rep know the program's rules? I responded to a link to the website where it says that Award stays get elite status credit, but don't have high hopes, as I've been calling and emailing for months and getting nowhere.

Does anyone have anything they suggest doing? I'm getting really frustrated, but this will make the difference between Plat and Gold, and I'm convinced I've earned it. Is anyone else having a difficult time in getting their accounts properly credited?? Thank you!

Response from Starwood Rep

Thank you for contacting Marriott International regarding your stay from August 15 to August 17, 2018. I welcome this opportunity to help.

Point redemption nights do not qualify as only paid nights qualify to earn night credit. I apologize if this may cause any inconvenience for you.

We value you as a Platinum member in our new Loyalty program. Should you have other inquiries, please reply to this email, or you may contact us directly at 888 625 4991. Safe journeys.
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Old Nov 18, 2018, 7:21 am
  #190  
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Originally Posted by binnun
Hi everyone,

I am a longtime SPG Platinum and right on the line of requalifying for Platinum Status this year. A few days before the merger, I stayed with family for 2 nights in 3 rooms at an SPG property using points, and only got credit for one room.

It took many, many calls and emails before a phone agent would agree that since I stayed pre-merger, SPG rules should apply and I should get the extra 4 nights of credit. He told me to email [email protected] with the infos and folios, which I did.

That was 2 months ago. Despite follow up emails and calls, never got a response. I finally got a response today (see below), which says that only paid nights get elite credit. What??? Does this rep know the program's rules? I responded to a link to the website where it says that Award stays get elite status credit, but don't have high hopes, as I've been calling and emailing for months and getting nowhere.

Does anyone have anything they suggest doing? I'm getting really frustrated, but this will make the difference between Plat and Gold, and I'm convinced I've earned it. Is anyone else having a difficult time in getting their accounts properly credited?? Thank you!

Response from Starwood Rep

Thank you for contacting Marriott International regarding your stay from August 15 to August 17, 2018. I welcome this opportunity to help.

Point redemption nights do not qualify as only paid nights qualify to earn night credit. I apologize if this may cause any inconvenience for you.

We value you as a Platinum member in our new Loyalty program. Should you have other inquiries, please reply to this email, or you may contact us directly at 888 625 4991. Safe journeys.
I have been reading other posts saying the same thing, I wonder if it's the same person responding. They are wrong and this needs to be reported. I would suggest making contact with the Lurkers and give them all the particulars to see if they can get some more informed eyes looking at your case. Another case where travelling defensively is needed. I'm all for bringing in new people to provide more/better support, but they need to know the current rules. Maybe this one was brought out of retirement from days when point stays did not count.
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Old Nov 19, 2018, 5:20 am
  #191  
 
Join Date: Mar 2012
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Posts: 7,395
Not sure if this belongs here or needs a new thread or maybe there's another thread in existence but....

Did an SPG Plat Challenge at the start of 2018. Completed in April, SPG Plat was showing through the end of 2019.
Combined accounts, and Marriott Plat also showing.

Post merger, only went across as Plat, not Plat Prem which is what I was expecting, and my end date was pulled back a year (i.e. only valid for this year).

I have hit the 50 nights in 2018 anyway, but I was expecting Plat Prem through 2019 as a result of my status challenge and being SPG/Marriott Plat prior to August. Have I misunderstood?
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Old Nov 19, 2018, 8:14 am
  #192  
 
Join Date: Jun 2016
Programs: Marriott Titanium, Hilton Diamond, Hyatt Explorist, Marco Polo Gold
Posts: 1,084
help, points not posted, hotel isn't helpful

Hi guys,

I've made 10 bookings for a hotel for a recent conference. I know I ONLY GET CREDIT FOR THREE rooms. But so far a month has passed by and I only got credit for my own room (5 others rooms were paid by my credit card). I told the hotel (Marriott Shatin, Hong Kong) the exact reservation numbers of 2 of the 5 rooms I wanted credit for. I was told "ok, we'll take care of it", that was a month ago. Two weeks ago I emailed them and gave them all 5 rooms reservation numbers that I've paid for, and ask them to just give me credit for two of the rooms. Was told ok, they will send the email into Marriott and get me the credit. Two weeks later, nothing.

Any other avenue I can try? Hotel seems to pass the buck to Marriott.

Any suggestions appreciated.

CD
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Old Nov 19, 2018, 8:43 am
  #193  
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Originally Posted by Cathay Dragon 666
Hi guys,

I've made 10 bookings for a hotel for a recent conference. I know I ONLY GET CREDIT FOR THREE rooms. But so far a month has passed by and I only got credit for my own room (5 others rooms were paid by my credit card). I told the hotel (Marriott Shatin, Hong Kong) the exact reservation numbers of 2 of the 5 rooms I wanted credit for. I was told "ok, we'll take care of it", that was a month ago. Two weeks ago I emailed them and gave them all 5 rooms reservation numbers that I've paid for, and ask them to just give me credit for two of the rooms. Was told ok, they will send the email into Marriott and get me the credit. Two weeks later, nothing.

Any other avenue I can try? Hotel seems to pass the buck to Marriott.

Any suggestions appreciated.

CD
The rules have been changed. You only get night credit for one (your) room but points for up to three.
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Old Nov 19, 2018, 8:55 am
  #194  
 
Join Date: Jun 2016
Programs: Marriott Titanium, Hilton Diamond, Hyatt Explorist, Marco Polo Gold
Posts: 1,084
Originally Posted by RogerD408
The rules have been changed. You only get night credit for one (your) room but points for up to three.
That's what I meant, I didn't get all the points for up to three, but it's only credited for one.

By the way, they even messed up my room credit. I'm glad I've called in and the agent found out they mistakenly credited nights for my guest (which is only 4 nights) and not mine (which is 7 nights), I'm glad she caught it because I didn't! But she said she can't help me on the other room credits and I needed to write an email to marriott for them to research and credit the points owe to me.

CD
Cathay Dragon 666 is offline  
Old Nov 19, 2018, 9:38 am
  #195  
 
Join Date: Jun 2016
Programs: Marriott Titanium, Hilton Diamond, Hyatt Explorist, Marco Polo Gold
Posts: 1,084
Closure:
A call to Marriott rep (not SPG) was extremely helpful. She saw all my paid stays in her system and credited me with all the points due to me. Should of just done that days ago instead of working through the hotel (which is extremely not helpful).

Good job Marriott!

CD
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