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

Old Oct 2, 2018, 4:57 pm
FlyerTalk Forums Expert How-Tos and Guides
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 Aug 21, 2021, 8:27 am
  #841  
 
Join Date: Jan 2003
Location: PVG
Programs: MU Platinum, HH Diamond
Posts: 874
Originally Posted by Cupart
UPDATE: As stated in my initial post, I sent a note to the Bonvoy team and it was fixed within a few hours after my mail sent to them and after my FT post, so all is now good...

Just surprised that the "bug" causing this, and as it seems like I'm not the only one, is not being fixed...

PS. All my Marriott chain hotel bookings are done directly through the Marriott website so should not be that difficult to have the points added correctly
So what was the issue? Currency or something else?
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Old Aug 23, 2021, 7:09 am
  #842  
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Posts: 3,049
Originally Posted by YariGuy
So what was the issue? Currency or something else?
Dunno...

Here's the reply I got from the team:

Dear Mr. Cupart,

Thank you for your email to Marriott Bonvoy concerning your missing stay. It is always a pleasure to assist our Marriott Bonvoy gold Elite members. We hope you enjoyed your stay at Copenhagen Marriott Hotel. I hope my email finds you well.

Thank you for sending us a copy of your hotel receipt and apologize that it was not systematically credited to your account. We are delighted to help you and want to make sure you get the credit you deserve for staying with us.

Using the provided information, I have added all eligible credit to your Marriott Bonvoy account. You will see your points reflected on your online account summary at https://www.marriott.com/ within the next 24 hours.

If we can be of further assistance, please contact our customer service group at:

https://www.marriott.com/help/loyalty-customer-support


Mr. Cupart, if we can be of further assistance, please feel free to reply back on this email. We look forward to serve you again and I wish you a great day ahead.

Best Regards,

Name Name.
Marriott Bonvoy™ Customer Care
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Old Aug 25, 2021, 3:07 pm
  #843  
 
Join Date: Sep 2008
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Any idea the best place to make contact to get a missing stay posted before the 10 day window? (Which e-mail/phone tree option) It's been 48 hours post checkout on a 30 day stay that will bump me up to plat. Cancellation window closes tomorrow on a 7 night stay at a Le Meridien, and if this doesn't post I'd rather just cancel and go to a different chain.
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Old Sep 4, 2021, 9:58 am
  #844  
 
Join Date: Oct 2005
Programs: BA GGL & GfL, AA LTP, Marriott (sigh) Ambassador, Hilton Diamond, Accor Gold, Avis Preferred
Posts: 3,292
Originally Posted by Cupart
Dunno...

Here's the reply I got from the team:

Dear Mr. Cupart,

Thank you for your email to Marriott Bonvoy concerning your missing stay. It is always a pleasure to assist our Marriott Bonvoy gold Elite members. We hope you enjoyed your stay at Copenhagen Marriott Hotel. I hope my email finds you well.

Thank you for sending us a copy of your hotel receipt and apologize that it was not systematically credited to your account. We are delighted to help you and want to make sure you get the credit you deserve for staying with us.

Using the provided information, I have added all eligible credit to your Marriott Bonvoy account. You will see your points reflected on your online account summary at https://www.marriott.com/ within the next 24 hours.

If we can be of further assistance, please contact our customer service group at:

https://www.marriott.com/help/loyalty-customer-support


Mr. Cupart, if we can be of further assistance, please feel free to reply back on this email. We look forward to serve you again and I wish you a great day ahead.

Best Regards,

Name Name.
Marriott Bonvoy™ Customer Care
How did.you contact them? I had a stay that did not post and Id like to see if it can be posted asap as it bumps me to titanium and would like it before my next stay in 7 days.

I know the lurkers cannot help for stays outside the US and must request the folio from the hotel which of course adds delays and I'd love to just be able to send my folio...bc of course the points posted were hugely wrong much similar to your issue...but I was at the Manchester UK Marriott.

I make all bookings on Marriott.com and when I check in I find my bonvoy number has been removed now 1/2 of the time. Just don't know how such basics are still continuing.
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Old Sep 4, 2021, 4:54 pm
  #845  
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Marriott information technology (IT) is how we get Bonv°yed!
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Old Sep 4, 2021, 5:35 pm
  #846  
 
Join Date: Oct 2005
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Posts: 3,292
Originally Posted by SPN Lifer
Marriott information technology (IT) is how we get Bonv°yed!
yes and makes for great fun to have to chase after each stay now! did it post? did it post correctly??
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Old Sep 6, 2021, 8:46 am
  #847  
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Originally Posted by VSLover
How did.you contact them?
I just used the website missing points claim...

This said, I also sent them a message from the iPhone App and never got a reply, but did get a request to rate my experience contacting the team...
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Old Sep 14, 2021, 5:26 am
  #848  
 
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Completed a number of stays in Dubai (Delta, Aloft, Le Meridien) last week. All but the Delta (non SPG hotel) has posted.
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Old Sep 25, 2021, 5:51 pm
  #849  
 
Join Date: Jul 2013
Location: Montreal, Quebec
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Posts: 126
A first for me but perhaps the more experienced on the forum can point me in the right direction. I had my first stay with Homes & Villas by Marriott about a month ago. The stay has recently posted under recent activity, but I received 0 night credits (website says I should get credit for nights) and also, the 17k points it says I earned didn’t get added to my total point balance? Is this a common issue and I should continue to wait and see if it resolves itself? Or should I reach out to someone at Marriott? Thanks all!
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Old Sep 25, 2021, 8:06 pm
  #850  
 
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Self-edit.
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Old Sep 27, 2021, 3:54 am
  #851  
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Join Date: Feb 2019
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Originally Posted by MTan
A first for me but perhaps the more experienced on the forum can point me in the right direction. I had my first stay with Homes & Villas by Marriott about a month ago. The stay has recently posted under recent activity, but I received 0 night credits (website says I should get credit for nights) and also, the 17k points it says I earned didn’t get added to my total point balance? Is this a common issue and I should continue to wait and see if it resolves itself? Or should I reach out to someone at Marriott? Thanks all!
Hello MTan,

For the eligible stay at Homes & Villas by Marriott International, Marriott Bonvoy Points will automatically appear in the Members Marriott Bonvoy Account three to six weeks (21 – 42 days) following the completion of the Stay.

If the points do not appear after the indicated period, you may email to [email protected] for further assistance. Please include the Homes & Villas email confirmation received after the Reservation was made or include the Homes & Villas Reservation reference number (reference number starts with the letter ‘H’ followed by 13 numbers) in your email.

Please feel free to contact us if we can be of any assistance.

Best regards,

Carrie L
Specialist Social Media
Marriott International
[email protected]
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Old Sep 30, 2021, 12:21 am
  #852  
 
Join Date: Jan 2013
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Normally how many days for stays to post again?

I always had them 2d after check out. Do they sometimes take longer than that but automatically post anyhow?

Or anything later than 2-4d, is pretty much guaranteed you have to file a missing stay/points request?
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Old Sep 30, 2021, 6:22 pm
  #853  
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Originally Posted by supatight80
Normally how many days for stays to post again?

I always had them 2d after check out. Do they sometimes take longer than that but automatically post anyhow?

Or anything later than 2-4d, is pretty much guaranteed you have to file a missing stay/points request?
My recent experience is they post closer to 72 hours after checkout than 48.
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Old Oct 6, 2021, 8:58 am
  #854  
 
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 4,958
Property always posting incorrect points. (1 point per dollar)

A property I stayed at recently posted only ~10% of the points (1 point per dollar base and similar ratio on elite bonus). I got that fixed. But a family member stayed there (their own booking, own account, set to points earning) a few weeks later and the same thing happened! So I'm speculating that this must be happening to everyone (or at least a large percentage) who stays at that property.
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Old Oct 22, 2021, 3:56 pm
  #855  
 
Join Date: Apr 2004
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Posts: 3,897
The year 2021 is coming into the final quarter, and STILL the Marriott website and systems for reservations, stays and points isn't particularly functional. I probably do this every year, but as I review the past three quarters in preparation for providing feedback to the travel department, I also want to document this here as well.

Of the complaints from my people, something like three out of four are about Marriott stays. A lot of their complaints are not technically anything I need to care about, as they are related to individuals who didn't get credit for stays while traveling. But if my people are unhappy, then I am unhappy, and the fundamental source of unhappiness is Marriott's craptastic inability to correctly record stays and award points.

Personally, I also did some traveling this year. None of my Marriott stays included a successful booking, credit for stay, and points accumulation in my personal FF account. This is basic stuff, and the SPG systems didn't struggle in any way near this level. Every single trip I did that involved Marriott stays required me to call to either begin the reservation or rectify some basic error.

There have been rough times in the past couple of decades for the IT systems at Hilton, SPG, and Hyatt when they implemented new systems or rolled out new functionality - you can read through the old threads to see it. But you can also see that these rough times lasted, at most, into a second year before the process was fixed. This has been going on for five years.

Now I understand that Covid has made everything more stressful and difficult, but in this environment, Hyatt earns more of my individual business as I choose to avoid the Marriott mess, and I hear my team leaders asking for "not Marriott" when they start their planning for projects.

Marriott is a huge system, and it contains some of my favorite hotels. But when I go there, I also mentally gird my loins for the battle to reserve and earn credits, and this seems excessive.
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