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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 Jul 7, 2022, 8:43 am
  #946  
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Join Date: Dec 2012
Posts: 401
Stayed at a new Hotel, booked via marriott.com from 25th to 27th. Stay still not posted, have filled out the form - the invoice from hotel has my membership number even and still not posted is very strange.
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Old Jul 7, 2022, 6:19 pm
  #947  
 
Join Date: Mar 2004
Location: Greensboro, NC, USA
Posts: 100
Marriott, this is pathetic. Is your goal to wear us down trying to get stay credit? I stayed 2 nights in June, no credit, went to your website, uploaded the folio and requested credit. 10 days later someone (a robot?) responded that the stay would be posted in 24 hours. Nope. I Followed up by email three times, no response at all. Called your “elite” line, waited 20 minutes only to be told by the rep that she saw the folio but could not post the stay to my account because it wasn’t posted to my account (I cannot make this up). What does a member have to do to get credit, and are you deliberately slow walking this to discourage anyone pursuing it?
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Old Jul 7, 2022, 8:39 pm
  #948  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,156
Originally Posted by carolinaflyr
Marriott, this is pathetic. Is your goal to wear us down trying to get stay credit? I stayed 2 nights in June, no credit, went to your website, uploaded the folio and requested credit. 10 days later someone (a robot?) responded that the stay would be posted in 24 hours. Nope. I Followed up by email three times, no response at all. Called your “elite” line, waited 20 minutes only to be told by the rep that she saw the folio but could not post the stay to my account because it wasn’t posted to my account (I cannot make this up). What does a member have to do to get credit, and are you deliberately slow walking this to discourage anyone pursuing it?
Hi carolinaflyr,

We are sorry for the inconveniences you have come across.

If you may send a copy of your hotel folio as an attachment to below email address, we would like to help review and post the stay for you.

[email protected]

Best Regards,

Christina Z
Specialist, Social Media
Marriott International
Marriott Bonvoy Lurker II is offline  
Old Jul 8, 2022, 7:27 am
  #949  
 
Join Date: Mar 2004
Location: Greensboro, NC, USA
Posts: 100
Originally Posted by Marriott Bonvoy Lurker II
Hi carolinaflyr,

We are sorry for the inconveniences you have come across.

If you may send a copy of your hotel folio as an attachment to below email address, we would like to help review and post the stay for you.

[email protected]

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

done, thanks
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Old Jul 8, 2022, 2:30 pm
  #950  
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Join Date: Apr 2003
Location: PHL (and sometimes BKK)
Programs: aa/ua gold; mar titanium. SPG till I die.
Posts: 15,648
I have a problem from the Courtyard Aruba. I used certs and never even gotten a folio which did make some sense and I didn't sweat it at the time. Never got the elite night credit. I emailed Bonvoy support and a week later they told me they'd reach out to the CY Aruba to get the folio. I'm not sure what else I can do in this case. I'd like the 3 elite nights that I am entitled to.
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Old Jul 10, 2022, 12:58 am
  #951  
 
Join Date: Jun 2022
Programs: Bonvoy Ambassador, Star Alliance Gold
Posts: 3
Since I have started checking each one of my stays, I have also noted that the Points vs Gift ( I always chose the points ) are missing quite often. Accounting for the missing points and missing check in points, I must have recovered close to 40000 points this year alone. There is really something wrong with Marriott's system. It is one in two stays that I have missing/incorrect points issues.

But I don't let it go anymore.
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Old Jul 11, 2022, 7:05 am
  #952  
 
Join Date: Jul 2003
Location: CT/ Germany - Ich spreche deutsch
Programs: UA 1K, Bonvoy LTTE, HH Dia, HY Expl
Posts: 4,678
I had the most bizarre thing happen to me recently while staying at a hotel I have stayed at numerous times that I wonder if anyone else has had happen.
1. Stay was booked via our corporate office (as has always been the case on past stays).
2. I called the hotel a couple of days before arrival to make sure they had my Titanium Elite number associated with the reservation. (have always done this in the past) They did NOT but the agent added the number.
3. When I arrived the check-in agent said there was NO number in the system when I inquired about an upgrade......so she added it. I assumed the agent on the phone a couple of days later made a mistake in adding it.
4. When I got the email copy of bill on the day of departure there was NO Bonvoy number listed.
5. Stopped by the front desk to get them to confirm the Bonvoy number was in the system and the agent told me it was NOT. She tried adding it again but could not get the system to accept the number.
6. Supervisor showed up but could not get the number added as well and said he would follow up with Bonvoy Dept. He said the number was showing as "inactive" which seemed very odd.
7. After departure I got an an email from Supervisor saying my Bonvoy number was "INACTIVE."
8. Of course I responded saying it wasn't inactive since I had just had a stay the week before and had several stays booked after the departure and they were all showing in my account. I reminded them that I had stayed at the hotel numerous times before.
9. After getting no resolution and no points posting, I of course filled out a missing stay request online after about a month of no points posting.
10. Points posted but NO one has addressed the fact that I was told the account was "inactive" and if that has been resolved.

I stay at the hotel several times a year so the resolution on the account being "inactive" is actually more important to me than the points. Has anyone else had a similar situation? How can a hotel show an account as inactive when it is clearly not? Bonvoy CS has been completely useless in confirming what went on here since every time you get an email from them it is from a different agent and each one doesn't seem to understand the real problem and just keeps saying they will research and credit the points...and now that the points are credited the task is done for them.

Last edited by christianj; Jul 11, 2022 at 5:13 pm
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Old Jul 11, 2022, 7:56 am
  #953  
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Marriott Bonvy information technology (IT) is arbitrary and capricious. That is one of the things you will have to get accustomed to if you habitually stay with this chain.

It can actually be rather amusing -- each stay is an adventure -- if you have a high tolerance for uncertainty.

Beaucoup Bonvy!
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Old Jul 11, 2022, 2:55 pm
  #954  
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Join Date: Dec 2012
Posts: 401
I have been waiting for 16 days now post stay for 2 nights credit to be posted. I want to book an upcoming trip and am on crux of Platinum. Any place I can contact to get this posted quicker.

I filled out a missing stay request form, but I don't even have any confirmation email from Marriott confirming I submitted one.
kumarshah is offline  
Old Jul 11, 2022, 4:08 pm
  #955  
 
Join Date: Dec 2016
Location: WAW
Programs: A3(*G), Marriott Platinum, Hilton Gold, IHG Diamond Ambassador
Posts: 2,554
Originally Posted by kumarshah
I have been waiting for 16 days now post stay for 2 nights credit to be posted. I want to book an upcoming trip and am on crux of Platinum. Any place I can contact to get this posted quicker.

I filled out a missing stay request form, but I don't even have any confirmation email from Marriott confirming I submitted one.
DM one of the Lurkers (Marriott Lurker II seems to be the most active) and also send an email to [email protected]
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Old Jul 11, 2022, 6:49 pm
  #956  
 
Join Date: Feb 2019
Location: ORD
Posts: 5
Removing Previously Awarded Points

Hello,

I am a recent Titanium member who has had my welcome award taken away and an April 2022 stay at Four Points Sheraton in Cuenca removed.

I had been dealing with JW Marriott in Quito for months about points awards and finally gotten that straightened out. Now, I continue to frustratingly deal with a foreign call center Marriott Bonvoy representative in trying to get my points back.

Anyone have any tips/suggestions?
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Old Jul 12, 2022, 2:58 am
  #957  
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Join Date: Dec 2012
Posts: 401
Originally Posted by yurtripper
DM one of the Lurkers (Marriott Lurker II seems to be the most active) and also send an email to [email protected]
Thanks, I sent an email to that address.

I received a response from Missing Stay Request, they are requesting itemized folio bill, the bill I received from the hotel I sent to them. Not sure what to do there, this is what the hotel gave me...

Edit:

I contacted the hotel and the story gets weirder.

The invoice they gave me has the right membership number, but the folio has the wrong one, it also has an address of Michigan while I live in India even though the name and room number are mine. Confirmation number on both are also the same.

Invoice Given by Hotel at Checkout (has correct membership number ending in 87):



Folio Emailed to me just now - membership number has changed, and some address of Michigan:



Property said they will update the membership number via backend, so hopefully that works. Bonvoy Champion Email also said they have posted the points and should appear soon.

But not receiving the folio copy at checkout and then seeing the differing data is very suspicious to me.

Last edited by kumarshah; Jul 12, 2022 at 3:25 am
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Old Jul 12, 2022, 6:52 pm
  #958  
 
Join Date: Aug 2015
Location: Anchorage, AK (ANC)
Programs: Alaska Airlines Mileage Plan MVP 75K
Posts: 80
"This hotel was not officially open the night of your stay"

I booked a room at Aloft Anchorage on 5/25, and I checked out 5/26.
This is a brand new hotel and I stayed on the opening night. I booked the room using the Marriott Bonvoy app and there was no indication that the hotel wasn't "officially open".
The stay never got posted to my account so I submitted a missing stay request.

Here is the email I just received from Marriott:
"Your stay at the Aloft Anchorage is not a qualifying stay that can be added to your Marriott Bonvoy Account. This hotel was not officially open the night of your stay. When a brand new hotel is ready to open, they have what is called a "soft opening" not fully operational in the Marriott Bonvoy program but, open to hosts guest and give the hotel time to work out any 'bugs' before the official opening occurs. You stayed at this hotel during the "soft opening" stage of the hotel. The official opening/start date for the hotel was 5/26/2022. Because the stay occurred before 5/26, the stay cannot be posted to earn elite night credit or points since the hotel was not officially open at the time."

I'm irritated about this response since the term "soft opening" was never used when I booked the room or when I stayed at the hotel. Multiple posts on the hotel's Facebook page said that the hotel would be open on 5/25. It was never mentioned anywhere that the "official opening" of the hotel would be 5/26. No one ever said I wouldn't be receiving points or elite night credit.
Has anyone else ever experienced this?
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Old Jul 12, 2022, 9:02 pm
  #959  
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Since the hotel wasn’t officially open for business, ask for a refund of your money.
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Old Jul 13, 2022, 11:31 am
  #960  
 
Join Date: Mar 2021
Programs: Marriott Ambassador - Delta Diamond - United Silver - Frontier 100k - Sixt Plat
Posts: 581
I bet if you charged it back you'd have your Marriott account revoked though...
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