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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 Mar 13, 2020, 6:34 am
  #796  
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Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,576
Originally Posted by spacemanvt
has anyone ever seen that your account activity is showing that you are accruing miles instead of points?
I have had a bunch of hotel stays recently and some are showing up with miles instead of points. Super weird, my account is all screwed up.
I think I saw that when I had some Etihad postings.
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Old Mar 13, 2020, 7:06 am
  #797  
 
Join Date: Nov 2016
Posts: 46
Originally Posted by margarita girl
I think I saw that when I had some Etihad postings.
yes but this is for hotel stays.... and its showing miles in my marriot account...
makes no sense to me.
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Old Mar 15, 2020, 8:35 pm
  #798  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,147
Originally Posted by spacemanvt
yes but this is for hotel stays.... and its showing miles in my marriot account...
makes no sense to me.
Hi spacemanvt,

We would like to help look into this if you could provide your Marriott Bonvoy account number to us via private mail here.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International
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Old Aug 31, 2020, 2:27 am
  #799  
 
Join Date: Sep 2006
Location: Moscow
Programs: Marriott Titanium, IHG Diamond AMB
Posts: 1,756
Bumping the thread with a new one (at least for me).
In late Feb/early March I had a 9-day stay in an area not yet affected by COVID. The stay hasn't posted and upon returning home I've submitted a missing stay request. The reply was a novel one: "we were unable to find your reservation in our system, so we have forwarded the query to the Hotel and as soon as we will get the information we will credit your points and nights"
I mean... ...? I've got the confirmation email right here! We all knew Marriott's IT is a joke, but this? And of course I attached a scan of the hotel bill when submitting the MSR.
Needless to say the stay never posted, there was no further communication and my e-mail reply bounced.
Can anything be done here?
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Old Aug 31, 2020, 3:47 am
  #800  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,147
Originally Posted by Temedar
Bumping the thread with a new one (at least for me).
In late Feb/early March I had a 9-day stay in an area not yet affected by COVID. The stay hasn't posted and upon returning home I've submitted a missing stay request. The reply was a novel one: "we were unable to find your reservation in our system, so we have forwarded the query to the Hotel and as soon as we will get the information we will credit your points and nights"
I mean... ...? I've got the confirmation email right here! We all knew Marriott's IT is a joke, but this? And of course I attached a scan of the hotel bill when submitting the MSR.
Needless to say the stay never posted, there was no further communication and my e-mail reply bounced.
Can anything be done here?
Hi Temedar,

We are sorry for the inconvenience caused due to the missing stay.

Would you please send your Marriott Bonvoy account number and the scan of hotel folio to us via email? We will follow up for you once we receive it.

Our email address:
[email protected]

If you would require any other assistance, please let us know.

Best regards,

Carrie L
Specialist Social Media
Marriott International
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Old Aug 31, 2020, 2:35 pm
  #801  
 
Join Date: Sep 2006
Location: Moscow
Programs: Marriott Titanium, IHG Diamond AMB
Posts: 1,756
Originally Posted by Temedar
Can anything be done here?
To answer my own question: Yes! I've sent an e-mail to the address above and it took less than a day for the nights and the points to post. Thanks Lurker(s)!
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Old Sep 10, 2020, 12:02 am
  #802  
 
Join Date: Dec 2019
Location: Madrid
Programs: Accor All Diamond, Marriott Bonvoy Plat, iberia Plus Plat
Posts: 38
Do you guys lately see more problems with posting nights/points than before?

I have started switching my hotel program to Marriott Bonvoy in 2020 and to be honest I found straight away 2 problems during the last month: one stay of 9 nights and other of 4 nights that have not been posted in my account. In the case of the first stay I have sent several emails to the hotel that is all the time postponing the posting date (stay end June/beginning July), contacted Marriott through missing nights questionnaire and even called the support: the problem is still not solved. In the second case the hotel states that the nights and points have been credited but I can not see it on my account...

Is that a normal complication offered by this program?

Last edited by lpolchlop; Sep 10, 2020 at 12:09 am
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Old Sep 10, 2020, 4:27 am
  #803  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,147
Originally Posted by lpolchlop
Do you guys lately see more problems with posting nights/points than before?

I have started switching my hotel program to Marriott Bonvoy in 2020 and to be honest I found straight away 2 problems during the last month: one stay of 9 nights and other of 4 nights that have not been posted in my account. In the case of the first stay I have sent several emails to the hotel that is all the time postponing the posting date (stay end June/beginning July), contacted Marriott through missing nights questionnaire and even called the support: the problem is still not solved. In the second case the hotel states that the nights and points have been credited but I can not see it on my account...

Is that a normal complication offered by this program?
Hi lpolchlop,

Would you please tell us your Marriott Bonvoy Member number and the stay information via private message? We are pleased to check for you once we get your information.

Please let us know if you need further assistance.

Best regards,

Carrie L
Specialist Social Media
Marriott International
[email protected]
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Old Sep 13, 2020, 10:28 pm
  #804  
 
Join Date: Sep 2020
Programs: Bonvoy Titanium, HH Diamond
Posts: 1
Hello,

I stayed at the Ritz Carlton Bal Harbour 8/28/20-8/29/20, reserved through the Bonvoy app - I purchased a package rate in the app and paid extra to receive 10,000 bonus points, "Member Exclusive Offer, 10 percent off Below Retail Rate, 10000 Bonus Points per stay, deposit required, see Rate details". Rate details did not require a length and I paid an extra $75 for this bonus and there were no other items in the package.

I was recognized as a Titanium member at check in and upgraded. No points at all posted and I was told by Titanium desk to wait 10 days before they could open a case but they did see the stay pending in my history. I opened the case this past Thursday, after which I received a message (ten minutes later) from Caroline at the hotels front office saying "she received my case and wanted to better understand my complaint and know if everything was resolved" during my call to Bonvoy which it obviously wasn't. I tried calling her back unusuccessfully and then called back the Titanium line yesterday...after 40 minutes on hold they posted the points while I was on the phone, but refused to provide the 10,000 bonus points stating the property said there was a 3 night stay was required for that bonus. I explained to them the rate desc. did not say anything about a 3 night minimum and I even sent them a copy of the email confirmation saying "Member Exclusive Offer, 10 percent off Below Retail Rate, 10000 Bonus Points per stay, deposit required, see Rate details". Bonvoy Engagement Center supervisor reviewed and said he agrees there is a discrepancy, but that he has to send the case back to the hotel for resolution. Case remains open and I am disappointed I had to chase any points (including the base points) down in the first place, and frustrated they are making up new terms. Why would I pay an extra $75 add on to my rate if it said 3 night minimum?

I have had a handful of issues with bonus points at the JW Marriott Grande Lakes and the Ritz Carlton Grande Lakes and in all cases those were resolved collegially within 1 day of my reporting it. I am not sure why the Ritz Carlton Bal Harbour isn't honoring what I purchased, I really enjoyed my stay there but this will definitely lead me to staying elsewhere the next time I am down there.

After reading these threads it sounds like others have faced issues as well in recent weeks with an entire stay missing.

Last edited by patmcnamar; Sep 13, 2020 at 10:53 pm
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Old Oct 8, 2020, 5:10 pm
  #805  
 
Join Date: Apr 2004
Location: Scottsdale, AZ
Programs: AA 2MM - UA 1P / Hyatt Diamond - SPG Plat / Hertz 5* - Avis 1st
Posts: 3,897
We sort of expected a few bumps with the takeover and merger of the systems, so for the first year after Marriott consumed SPG, I was willing to go with the flow and spend some extra time on the phone with agents doing things that I would have formerly performed with a few keystrokes on SPG.com.

And in the second year, I rationalized the IT and website issues by saying, "Look at all the many new hotels and locations available to us!"

But nothing ever improves. In the past week I have tried to accomplish the following.
- Use a free stay certificate. Nope, the website still won't process it, have to make a call. I have never successfully booked a stay online using one of these yet. Every time, I have to call.
- Use my Marriott Bonvoy Amex number saved on the website. Come on, Marriott, you issued this card to me as a replacement for my SPG Amex. You knew the numbers, you know the expiration date. I change the number and the expiration date every time I make a reservation, and I ask you to save this information. You never, ever do. Every single goddamn time I make a reservation, I have to type in the card number, CCV and expiration date on the card you issued to me.
- Get the date range for my online reservations right. Invariably, when I try to make a reservation on the Marriott website, the start date that I enter increments the departure date by three days. I don't know why. None of the phone agents can tell me why. I always have to manually enter the correct check-out date.

Now the Marriott agents I have spoken to on the phone have completed my requests in a sensible and workmanlike manner, so that is good. But the fact that the Marriott IT and internet systems are still this ineffective is a real head-scratcher.

My frustration is such that, given a choice between a Marriott and a Hyatt option, all other things being equal, I end up going with the Hyatt hotel just because I can make the reservation online without a lot of manual intervention, and I don't have to call Hyatt on the phone.
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Old Oct 11, 2020, 8:43 am
  #806  
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Originally Posted by patmcnamar
Hello,

I stayed at the Ritz Carlton Bal Harbour 8/28/20-8/29/20, reserved through the Bonvoy app - I purchased a package rate in the app and paid extra to receive 10,000 bonus points, "Member Exclusive Offer, 10 percent off Below Retail Rate, 10000 Bonus Points per stay, deposit required, see Rate details". Rate details did not require a length and I paid an extra $75 for this bonus and there were no other items in the package.

I was recognized as a Titanium member at check in and upgraded. No points at all posted and I was told by Titanium desk to wait 10 days before they could open a case but they did see the stay pending in my history. I opened the case this past Thursday, after which I received a message (ten minutes later) from Caroline at the hotels front office saying "she received my case and wanted to better understand my complaint and know if everything was resolved" during my call to Bonvoy which it obviously wasn't. I tried calling her back unusuccessfully and then called back the Titanium line yesterday...after 40 minutes on hold they posted the points while I was on the phone, but refused to provide the 10,000 bonus points stating the property said there was a 3 night stay was required for that bonus. I explained to them the rate desc. did not say anything about a 3 night minimum and I even sent them a copy of the email confirmation saying "Member Exclusive Offer, 10 percent off Below Retail Rate, 10000 Bonus Points per stay, deposit required, see Rate details". Bonvoy Engagement Center supervisor reviewed and said he agrees there is a discrepancy, but that he has to send the case back to the hotel for resolution. Case remains open and I am disappointed I had to chase any points (including the base points) down in the first place, and frustrated they are making up new terms. Why would I pay an extra $75 add on to my rate if it said 3 night minimum?

I have had a handful of issues with bonus points at the JW Marriott Grande Lakes and the Ritz Carlton Grande Lakes and in all cases those were resolved collegially within 1 day of my reporting it. I am not sure why the Ritz Carlton Bal Harbour isn't honoring what I purchased, I really enjoyed my stay there but this will definitely lead me to staying elsewhere the next time I am down there.

After reading these threads it sounds like others have faced issues as well in recent weeks with an entire stay missing.
the extra points with rates is something the hotel needs to add manually. This is a pain and often does not work out. You'll have to contact the hotel to add it to your account; they can do that in a sperate transaction,
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Old Oct 11, 2020, 8:47 am
  #807  
 
Join Date: Mar 2019
Programs: AC 35K, Marriott Titanium/LT Gold, GHA Titanium, HH Gold, Centara Platinum
Posts: 523
Originally Posted by cfischer
the extra points with rates is something the hotel needs to add manually. This is a pain and often does not work out. You'll have to contact the hotel to add it to your account; they can do that in a sperate transaction,
Had this same issue with Ren Montreal for the 3000 bonus points. I called and was added within 5 business days.
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Old Nov 14, 2020, 2:15 pm
  #808  
 
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,036
My last three stays have not posted and I getting tired of having to make the extra effort with Marriott IT. More and more I suspect that the property did screw up but that something is stuck somewhere at the Marriott Bonvoy end of things. It is 2020, not 1999, and it should not take 14 days to wait for a stay to post...Hyatt does it in 24 to 48 hours and even Hilton has improved their stay postings.

The last two agents who answered the supposed Titanium Elite line had no clue what they were doing, so I just hung up.

Marriott is becoming as bad as Accor when it comes to IT issues, IME.
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Old Nov 24, 2020, 11:18 am
  #809  
 
Join Date: Feb 2013
Posts: 5
I still have a 7 night stay which hasn't posted to my Marriott account, I have filled in the missing point form but still nothing. I also think my stay previous posted with incorrect points. Does anyone know of a uk number I can call?
I am platinum if that makes a difference.
Thanks in advance
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Old Nov 24, 2020, 2:57 pm
  #810  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 705
Originally Posted by justinj
I still have a 7 night stay which hasn't posted to my Marriott account, I have filled in the missing point form but still nothing. I also think my stay previous posted with incorrect points. Does anyone know of a uk number I can call?
I am platinum if that makes a difference.
Thanks in advance
Hi justinj,

I'm sorry to hear about the issue with your missing stay. We can check on the status of your report and have a look at the points you believe are incorrect if you'd like. Please send a Private Message with your full name, Marriott Bonvoy number, and mention which posted stay you want us to examine.


Thanks,

Robert V.
Social Media Liaison
Marriott Bonvoy Lurker is offline  

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