burbanite

I have a question for you regarding the missing stay request form. If for some reason I don't have a copy of the folio it tells me to request it from....you, Marriott. So, Marriott is asking me to request a copy from themselves. If I have filled out the form as requested it includes the confirmation number, dates, name etc, etc surely that links to the folio?

Marriott Bonvoy Lurker

Not that I am aware of. If it did, the form would not be asking you to provide one. If you need a misplaced/lost/already filed folio for a past stay because it is not downloaded to your account, you can request one from customer service via phone, email or chat (where applicable).

MaxFlying

I am beyond frustrated. Booked a suite in Nairobi that offered, in the rate details this (note I paid more $$ for this room)

Member Rate Experiences - Suite Packages, includes full English breakfast for 1 guest per night, based upon availability, 3000 Bonus Points per night, fruit amenity,

Of course the regular, elite bonus, amenity all posted, Not the 6000 bonus points (I stayed two nights).

I have been back and forth with an idiot at guest services who either will not or cannot read my email or the confirmation attachment I sent, and keep referring to the points for the stay posting. I cannot get them to do anything with the bonus points, they just ignore my question.

I sent a plea to the lurkers...who just sent it on to the same agent (!!!!), who just wrote to me again to explain the breakdown of the regular, elite bonus and plat amenity. So, I am at a loss as to what to do. I had hoped the Lurkers could help.

The system should not offer these rates if there is no way to automatically post the points. And agents should have to read what people write not just auto-respond badly.

margarita girl

MaxFlying

Thank you, I just did this. Problem solved - and the agent understood my frustration when they read the history. I had held off calling as I expected a very long wait time. Call was answered instantly and a few minutes later the points were posted. Lesson learned.

lingua101

I think Marriott should have some kind of SLA. I personally think 10 business days is too long. I was told that now the posting suppose to be done by the system. I am guessing this is part of end of day run. As it seems to me the system is not capable to do end of day in multiple zone, it seems it follows US Pacific time. This can means Sunday check out in Asia can only be processed by Monday noon (Asia time). So I think 2-3 business days should be more realistic.

Also Marriott should also look into where the issue. Especially with big merger like this. I presume the issue should be more on ex-SPG hotels as they are less familiar with those Marriott legacy hotels. They are essentially "new" hotel to Marriott which may need some coaching.

I think the real system/IT merger only happen in Feb-2019. But from customer point of view, the combination has been taken place since Aug-2018..... This is why I keep saying the way Marriott plan this is very bad.

They should let all program run until 31-Dec-2018 and use those status earn in 2018 to determine the new program that start from 1-Jan-2019. And from Aug-2018 they should quietly merge the system (i.e. migrate those non Marriott hotels to Marriott system) and this should be much more smoother transition

GoldenItalianBoy

I wrote to the research@ email address but no response, do you know if it is still operating?

bgriff

I don't think so. The Lurkers' email, [email protected] , is a better bet these days.

myperks

This email definitely works but response is not guaranteed even though results does show up within 24-48 hours for missing credit, at least in my cases. For other issues, I normally get a response but you need to know what to put in the subject to get routed properly

brianinok

So, I've generally been happy with Marriott, and still am. The amount I travel goes up and down, but I am never a road warrior. I have had only four stays since Bonvoy went live. One of those I literally had no extra charges (Fairfield Inn-- it was just room + taxes), so for purposes of this post I have had three stays, and all three have been messed up from a points standpoint. I am Titanium and the correct multiplier has been used, getting 10 + 7.5 = 17.5 points per $ spent.

1. The first hotel only posted the room plus valet. This left out F&B charges. It was rectified after an email to Marriott.
2. The second hotel only posted room + valet + resort charge. This left out F&B, spa, and shop charges. It was rectified after an email to Marriott.
3. The third only posted room. This left out F&B, valet, resort, and shop charges. I have sent an email to Marriott.

But I wonder if this is some kind of dumb luck, or was this happening before and I didn't notice? It just seems very odd that it is happened every single time now.

Is anyone else having this consistent of an issue?

rcs85551

I have been trying to get Bonvoy customer care to post the stay credit and the Platinum Amenity for an award stay since March 23rd to no avail.

Average response time is around 2 weeks, always with some sort of excuse. Turnaround time in the good old SPG days was usually 24 hours to get stuff like that taken care of... this is really annoying that customer service has become one of the worst in the industry these days.

margarita girl

Call CS. You'll get it done in 5 mins, and usually while you are still on the phone. There is no longer a hold time either.

lingua101

I got 2 stays recently. one checked out on 3-May on Marriott brand hotel, the stay posted on the account the immediately (1-2 days). The other stay, check out on 5-May, it is SPG-legacy brand and until now it is still not posted.


The previous stay was also SPG-legacy.

Are they still not fully in Marriott system?

TerryK

All properties are on Marriott system now.

I don't see a particular Marriott vs SPG pattern. Some of my ex-SPG property stays posted promptly while some ex-Marriott properties posted slowly or incorrectly.

lingua101

well my case all marriott seems ok, ex-spg are slow