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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 Sep 11, 2018, 8:58 pm
  #76  
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Just got an email from Marriot. 9 business days later.

Hello Mr Flightnurse,

Thank you for sending us a copy of your hotel receipt. I hope you enjoyed your stay at Renaissance New York Hotel and apologize that it was not systematically credited to your account. I am 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 Rewards account. You will see your points reflected on your online account summary at MarriottRewards.com within the next 24 hours.

If I can be of further assistance Mr Fligthnurse, please contact our customer service group at:

http://www.marriott.com/rewards/customer-support.mi

Thank you for choosing Marriott.

Sincerely,

Jaspreet Kaur
Marriott Rewards Guest Services

This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

I'll check in the Morning to see if my points posted.
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Old Sep 11, 2018, 10:49 pm
  #77  
 
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Originally Posted by aussieinsf
The last stay I had posted was two weeks ago. I'm now manually submitting each stay as a missing stay once ten days has passed. This is frustrating, particularly as Marriott's system doesn't even acknowledge the missing stay request submission with an email confirmation as SPG did and even IHG (!) does.
That's strange. I've always gotten an email acknowledgement when I've submitted a missing stay request via the web and I've submitted a lot of them in the last several months. Amazingly, I haven't had to do it since the integration. I'm in shock. Everything has posted quickly and even the bonus points are correct except for a stay from 8/23-26 which is missing some bonus points. I haven't tracked them down yet since it seems that they are still integrating. I just tried to look at my activity and got a msg that it wasn't available right now. Prior to Aug 18 was a disaster. Most of my stays from May-early Aug were completely missing. The stays have since been resolved but lots of bonus points are still missing
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Old Sep 12, 2018, 11:09 am
  #78  
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Originally Posted by FlightNurse
Just got an email from Marriot. 9 business days later.

Hello Mr Flightnurse,

Thank you for sending us a copy of your hotel receipt. I hope you enjoyed your stay at Renaissance New York Hotel and apologize that it was not systematically credited to your account. I am 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 Rewards account. You will see your points reflected on your online account summary at MarriottRewards.com within the next 24 hours.

If I can be of further assistance Mr Fligthnurse, please contact our customer service group at:

http://www.marriott.com/rewards/customer-support.mi

Thank you for choosing Marriott.

Sincerely,

Jaspreet Kaur
Marriott Rewards Guest Services

This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

I'll check in the Morning to see if my points posted.
I received the same message today regarding an award stay that had been missing. The line item was there showing zero base + 1000 Platinum points as expected; however, the nights counter had not moved. When I checked again an hour or so later, the nights have been updated as well.
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Old Sep 13, 2018, 8:29 am
  #79  
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Originally Posted by Points Scrounger
I received the same message today regarding an award stay that had been missing. The line item was there showing zero base + 1000 Platinum points as expected; however, the nights counter had not moved. When I checked again an hour or so later, the nights have been updated as well.
All nights have posted now.
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Old Sep 13, 2018, 10:56 am
  #80  
 
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Originally Posted by sinfonia
Wait. This is news to me. If someone else pays - another individual - not a room block, not master billing, not insurance, not a company, but a person - I still do not get points? I am asking because I have received points this way before and told that if it was a company paying, I would not, but if it is an individual, I would.
I always receive points from my company's room block with Special Rate for the events we host at Marriotts. One good thing is that I never put it on the Master Account, always pay it with my own Credit Card and reimburse through Concur. They never give me points automatically and I always send the bill through Marriott.com and then they manually post my points to my account and credit the stay nights.

On a side note, my points for my European stays still have not post and it has been almost two months now
Not even the last one I sent after 10 days to Marriott. Just nothing, nada, Zero stays posted in the last 2 months (4 stays between the end of July and all August)
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Old Sep 14, 2018, 10:36 pm
  #81  
 
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Delays in posting stays

I checked out of the Sheraton (on the Park) in Sydney on 3 September and until now (14 Sep SYD time) the stay has not posted to my account. Is this a temporary glitch which will be resolved on its own or do I have to file a missing stay claim?
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Old Sep 15, 2018, 12:56 am
  #82  
 
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This seems all over the place. I had a legacy SPG property stay post the day after departure, while my wife has a Marriott stay from two weeks ago that’s yet to post. ​​​​​​I’ve merged my accounts; she hasn’t as issues persist.
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Old Sep 15, 2018, 1:26 am
  #83  
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It’s still completely screwed up. I had a legacy SPG stay post the day after checkout last week, but am missing one SPG and two Marriott stays from late Aug/early Sept. Also haven’t received any booking or cancellation confirmation emails for Marriott stays, and am still missing points from award stays canceled 3-4 weeks ago. It’d be nice to have an update whether they’re realizing these issues persist (and are being worked on), or if they think all is well. Mindboggling incompetence!
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Old Sep 15, 2018, 1:53 am
  #84  
 
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Originally Posted by jpdx
Its still completely screwed up. I had a legacy SPG stay post the day after checkout last week, but am missing one SPG and two Marriott stays from late Aug/early Sept. Also havent received any booking or cancellation confirmation emails for Marriott stays, and am still missing points from award stays canceled 3-4 weeks ago. Itd be nice to have an update whether theyre realizing these issues persist (and are being worked on), or if they think all is well. Mindboggling incompetence!
If the award stay was with a legacy SPG property, [MENTION=10904]spg[/MENTION]assist on twitter should be able to get this fixed. Had them promptly correct this for my wife around a week ago. Just DM the confirmation number.
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Old Sep 15, 2018, 9:21 am
  #85  
 
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My stay with both Marriott properties and SPG properties posted properly now, but all stays after 18 Aug with SPG properties don't post my 1,000 points welcome gift....
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Old Sep 15, 2018, 9:28 am
  #86  
 
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Lots of delays for me too.

I have a Marriott stay from 9/6 that hasnt posted yet. I had three back to back 1 night stays at a Weston from 9/7-9/10. The first night posted while I was still at the hotel. The others havent yet.
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Old Sep 15, 2018, 3:47 pm
  #87  
 
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Originally Posted by JordanYVR
Lots of delays for me too.

I have a Marriott stay from 9/6 that hasnt posted yet. I had three back to back 1 night stays at a Weston from 9/7-9/10. The first night posted while I was still at the hotel. The others havent yet.

At the same property? The nights should show up, but dont be shocked if that only counts as one STAY. (If you are working on plat via stays - avail as one time in merger year)
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Old Sep 15, 2018, 8:34 pm
  #88  
 
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Originally Posted by wtigerFF
That's strange. I've always gotten an email acknowledgement when I've submitted a missing stay request via the web and I've submitted a lot of them in the last several months. Amazingly, I haven't had to do it since the integration.
Actually some hours later I got an email acknowledgement from SPG about the two missing stay requests (one missing stay was a Marriott property, one an SPG property).
So far nothing has happened beyond that. I guess I wait until ten business days pass from when I submitted the missing stays then try to escalate somehow.

I'm missing two stays from early September. I'll wait until ten days pass on those then submit using the same system. This continues to be very frustrating. If this truly requires fixing each missing stay manually I can't imagine it's going to be easy to clear the backlog with hundreds of thousands of stays piling up each day that aren't posting in an automated way. Could they at least prioritize frequent travelers with status?
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Old Sep 15, 2018, 8:37 pm
  #89  
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Originally Posted by puchong
I checked out of the Sheraton (on the Park) in Sydney on 3 September and until now (14 Sep SYD time) the stay has not posted to my account. Is this a temporary glitch which will be resolved on its own or do I have to file a missing stay claim?
If you go back and read at least 1 page , your answer is there.
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Old Sep 15, 2018, 9:11 pm
  #90  
 
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Just tried submitting an email request to Marriott to investigate points missing from a free night reservation that I cancelled three weeks ago. The points used for the award stay were never returned to my account. I waited to inquire realizing things were messed up. My request was submitted via the contact us via email form on Marriott's website. The result is below. C'mon Marriott, please get it together.

Delivery has failed to these recipients or groups:

[email protected]
The recipient's email system isn't accepting messages now. Please try resending your message later or contact the recipient directly.

Diagnostic information for administrators:

Generating server: SN6PR08MB4784.namprd08.prod.outlook.com


[email protected]
Remote Server returned '554 4.3.2 mailbox busy; STOREDRV.Deliver.Exception:StoragePermanentExcepti on.MapiExceptionMessagePerFolderCountQuotaExceeded ; Failed to process message due to a permanent exception with message Cannot complete delivery-time processing. 16.55847:E1410000, 17.43559:0000000094000000000000000200000000000000, 20.52176:140F77841100103100000000, 20.50032:140F77848117000000000000, 0.35180:140F7784, 255.23226:52020000, 255.27962:0A000000, 255.27962:0E000000, 255.31418:0201E165, 16.55847:CB000000, 17.43559:0000000090020000000000000600000000000000, 20.52176:140F7784110010100B002900, 20.50032:140F77848117101003003600, 0.35180:C9000000, 255.23226:0A004100, 255.27962:0A000000, 255.27962:9E000000, 255.17082:E4040000, 0.18273:0A006400, 4.21921:E4040000, 255.27962:FA000000, 255.1494:E9000000, 255.1238:0B00060C, 1.29920:07000000, 7.29828:41420F000000000005000780, 7.29832:40420F000000000000000000, 4.45884:E4040000, 4.29876:E4040000, 4.30344:E4040000, 4.37696:E4040000, 4.58176:E4040000, 7.40748:0800000027CF015005000780, 7.57132:000000000000000000000000, 1.63016:9E000000, 4.39640:E4040000, 8.45434:78AE874BC79D0240A84794F0E528725005000780, 5.10786:0000000031352E32302E313134332E3031373A424E 37505230384D42343737313A66653539653631392D33303439 2D343734372D613234662D6539346261376432666462640008 3000000000, 255.1750:0300F70F, 255.31418:72010000, 0.22753:03001610, 255.21817:E4040000 [Stage: DeliverMessage]'
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