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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 14, 2023, 1:29 pm
  #1006  
 
Join Date: Jan 2005
Programs: SQ, QF, UA, CO, DL
Posts: 3,110
Where can I find a table for the welcome gift points amount by brand? I just checked and my last stays at a courtyard are correct for base and elite amounts but the welcome gift has been 400, 500 or 750 points. Also, if a stay posts is this the "final" amount or do some charges or bonuses post later?
uanj is offline  
Old Mar 14, 2023, 2:28 pm
  #1007  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 709
Originally Posted by uanj
Where can I find a table for the welcome gift points amount by brand? I just checked and my last stays at a courtyard are correct for base and elite amounts but the welcome gift has been 400, 500 or 750 points. Also, if a stay posts is this the "final" amount or do some charges or bonuses post later?
Hello,

Thank you for reaching out to us. Please go to Marriott's Loyalty Program Terms & Conditions at marriott.com/loyalty/terms/default.mi#elite, scroll down to 4.3 Elite Membership Benefits at Participating Brands and under 4.3.b. Marriott Bonvoy Gold Elite Membership Benefits and above. you will see an Elite Welcome Gift Chart. It will provide the participating brands and the Welcome Gift information. Once a stay post, depending on your elite status 25% Bonus Points will be awarded to your account and it will post when your stay post to the account. This information can also be found under the link provided.
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Old Mar 14, 2023, 3:50 pm
  #1008  
 
Join Date: Apr 2011
Programs: Marriott Ambassador, AA ExecPlat, Amtrak Select Exec, former WN apologist
Posts: 1,557
Originally Posted by margarita girl
I wonder how many people miss out on stays if they donít diligently check their accounts.
The answer to this question is ďlotsĒ. And from the perspective of Marriott and hotel owners, this is a feature, not a bug.
Mr. BoH is online now  
Old Mar 19, 2023, 9:31 am
  #1009  
dw
 
Join Date: Jun 1999
Location: NYC/LA
Programs: DL Plat, AA Plat Pro, Marriott Titanium, IHG Diamond Amb
Posts: 7,951
Had almost a comical interaction with customer care after submitting a Missing Stay Request regarding Platinum Welcome Gift points that didn’t post. (Comical because it was as of the rep wasn’t reading my message or didn’t understand what I was inquiring about.). I specifically put in the comments that points had posted for room rate and incidentals; it was just the 1,000 welcome gift points that had not posted.

- In the first response, the rep said she reviewed my account and saw that the stay already posted
- I followed up to point out I was only chasing the welcome points, at which point I received a response that the welcome points had posted as well with the stay, with a breakdown of points for the stay (base, elite bonus and welcome). What was funny was that the point breakdown she sent me wasn’t for the stay I was inquiring about, and as far as I can tell, wasn’t for any stay I had for the past year +. It was almost like she had pulled up someone else’s account.

I gave up trying to follow up further though this channel.
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Old Apr 12, 2023, 10:04 pm
  #1010  
 
Join Date: Dec 2014
Location: Lisbon
Programs: Marriott Bonvoy Titanium, IHG Platinum, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,284
Does anyone have a favourite active email for escalating missing points problems directly to customer service that you can send me please.

My last stay posted within 24 hours of check out as 700 Bonvoy points (thanks for that) for a THB25k stay (approximately USD740) and no welcome bonus despite me ticking the box at check in for the 1000 points welcome gift. I did have some success in the past getting these things corrected with an email identified as Stay Add Marriott (@marriott-service.com) but that was all before the Great Plague and I've had no response from this now.

TIA.
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Old Apr 12, 2023, 10:33 pm
  #1011  
 
Join Date: Feb 2020
Posts: 498
Originally Posted by ftrichard
Does anyone have a favourite active email for escalating missing points problems directly to customer service that you can send me please.

My last stay posted within 24 hours of check out as 700 Bonvoy points (thanks for that) for a THB25k stay (approximately USD740) and no welcome bonus despite me ticking the box at check in for the 1000 points welcome gift. I did have some success in the past getting these things corrected with an email identified as Stay Add Marriott (@marriott-service.com) but that was all before the Great Plague and I've had no response from this now.

TIA.
Pick any email address, most of them all go to the same place. [email protected] is one you can use. I'm sure a Lurker is moments away from telling you to PM them your details, but it's all the same.
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Old Apr 13, 2023, 1:49 am
  #1012  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,156
Originally Posted by iknowthings
Pick any email address, most of them all go to the same place. [email protected] is one you can use. I'm sure a Lurker is moments away from telling you to PM them your details, but it's all the same.
​​
Thank you iknowthings for sharing the email address.

Originally Posted by ftrichard
Does anyone have a favourite active email for escalating missing points problems directly to customer service that you can send me please.
My last stay posted within 24 hours of check out as 700 Bonvoy points (thanks for that) for a THB25k stay (approximately USD740) and no welcome bonus despite me ticking the box at check in for the 1000 points welcome gift. I did have some success in the past getting these things corrected with an email identified as Stay Add Marriott (@marriott-service.com) but that was all before the Great Plague and I've had no response from this now.
Hello ftrichard,

You can send an email to us with your member number, full name, recorded email address and attach your stay folio in email attachment as well. We are pleased to check on it for you.

Our email address is [email protected].

Best regards,

Carrie L
Specialist Social Media Care
Marriott International
[email protected]
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Last edited by Marriott Bonvoy Lurker II; Apr 13, 2023 at 1:50 am Reason: typo
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Old Apr 16, 2023, 6:49 am
  #1013  
 
Join Date: Jul 2021
Programs: United, EVA, Marriott, Hilton
Posts: 319
I haven't really seen a good explanation on why there are so many nights/stays not posting. I think about one-fifth of my stays don't post at all and then I have to set a calendar reminder to submit a missing stay request because the online form won't let me choose those dates until 10 business days are up. It's frustrating because if the stay hasn't posted within 2 days then it will never post.

But what is the root cause of this problem? Is this due to the hotel or Marriott's system...
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Old Apr 18, 2023, 12:32 pm
  #1014  
 
Join Date: Oct 2018
Location: Sofia, Bulgaria
Programs: Bonvoy Titanium, Qatar Privilege Club Silver
Posts: 78
I was in Paris for a week (8-16 април), in two different hotels, and in both I had booked three rooms. For both hotels, I was only get points for one room. I wrote to customer service and no one wanted to pay attention to me, I got standard answers without anyone reading the emails at all (for first hotel Renaissance Arc De Triumph). And about 80,000 points have not been charged. Now I also wrote to [email protected], let's see ...
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Old Apr 22, 2023, 6:06 am
  #1015  
 
Join Date: Dec 2009
Location: PEK & MKE
Programs: Amex-gold, Hainan-gold, Mrt-LT Titanium
Posts: 1,362
Echo this

Originally Posted by RK23
I haven't really seen a good explanation on why there are so many nights/stays not posting. I think about one-fifth of my stays don't post at all and then I have to set a calendar reminder to submit a missing stay request because the online form won't let me choose those dates until 10 business days are up. It's frustrating because if the stay hasn't posted within 2 days then it will never post.

But what is the root cause of this problem? Is this due to the hotel or Marriott's system...
2 reasons that i know of;
1- end of promo & the Mrt IT, AGAIN, can't' sort it out.
2- On back to back reservations, the OLD marsha operating system cant process the IT of two different reservations. Solution, get both the paper & electronic Folio for follow-uo

Last edited by Jiatong; Apr 22, 2023 at 6:07 am Reason: splng
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Old May 5, 2023, 12:20 pm
  #1016  
 
Join Date: Jul 2009
Location: NYC
Programs: DL Amex Platinum, Amex Platinum
Posts: 134
Issue on large spend stay

Was recently at a Ritz internationally and had a complicated reservation with a few rooms. I received innocent credit for one portion of the trip, but after filing a missing stay request I was initially told Iíd be credited the points right away, was then told to ignore that, and then just found out my claim was denied. To put it in context, it was an overall 11 night stay with over 30k in spend, and Iíve received credit for 2 nights and only about 35k points. Looking for any help as Iím pretty annoyed and about to give up on Marriott
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Old May 5, 2023, 12:32 pm
  #1017  
 
Join Date: Feb 2020
Programs: British Airways Executive Club Gold, Marriott Bonvoy Titanium Elite, Hilton Diamond, IHG Diamond Amb
Posts: 1,799
Originally Posted by Hawkest
Was recently at a Ritz internationally and had a complicated reservation with a few rooms. I received innocent credit for one portion of the trip, but after filing a missing stay request I was initially told Iíd be credited the points right away, was then told to ignore that, and then just found out my claim was denied. To put it in context, it was an overall 11 night stay with over 30k in spend, and Iíve received credit for 2 nights and only about 35k points. Looking for any help as Iím pretty annoyed and about to give up on Marriott
Do you have a copy of your folio from when you checked out?

And whatís an innocent credit?

I would be pretty surprised if Marriott completely fob off someone spending that kind of money on eligible spend at a hotel.
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Old May 5, 2023, 12:47 pm
  #1018  
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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: 15,600
Originally Posted by Hawkest
Was recently at a Ritz internationally and had a complicated reservation with a few rooms. I received innocent credit for one portion of the trip, but after filing a missing stay request I was initially told I’d be credited the points right away, was then told to ignore that, and then just found out my claim was denied. To put it in context, it was an overall 11 night stay with over 30k in spend, and I’ve received credit for 2 nights and only about 35k points. Looking for any help as I’m pretty annoyed and about to give up on Marriott
How many rooms did you have? I think you can only receive points for up to 3 rooms. And what is your Marriott status?

It does seem strange that after spending $30K, you only received 35K pts. Should be more like 300K pts plus elite bonus. However, many things don't earn points like resort fees, parking, spa services, etc.

If this was a group meeting/reservation, points are calculated differently, and I don't know how it's done.
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Old May 5, 2023, 3:51 pm
  #1019  
 
Join Date: Jul 2009
Location: NYC
Programs: DL Amex Platinum, Amex Platinum
Posts: 134
Originally Posted by margarita girl
How many rooms did you have? I think you can only receive points for up to 3 rooms. And what is your Marriott status?

It does seem strange that after spending $30K, you only received 35K pts. Should be more like 300K pts plus elite bonus. However, many things don't earn points like resort fees, parking, spa services, etc.

If this was a group meeting/reservation, points are calculated differently, and I don't know how it's done.
we had 4 rooms and Iím not looking for points on all 4, but at the very least Iím due 275k+. Wasnít booked as a meeting, was a family vacation.
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Old May 5, 2023, 3:51 pm
  #1020  
 
Join Date: Jul 2009
Location: NYC
Programs: DL Amex Platinum, Amex Platinum
Posts: 134
Originally Posted by Radiation Station
Do you have a copy of your folio from when you checked out?

And whatís an innocent credit?

I would be pretty surprised if Marriott completely fob off someone spending that kind of money on eligible spend at a hotel.
yes, and I submitted the folio. The small credit was for a separate tack on reservation for the last two nights as my dates changed.
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