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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 16, 2018, 8:26 am
  #91  
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Join Date: Feb 2008
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Maybe attempting to provide customer support to 110 million members at a time of great change via an old fashioned email mailbox wasn't the smartest idea.
EuropeanPete is offline  
Old Sep 17, 2018, 11:25 am
  #92  
 
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I too just submitted a missing stay and got the following email, HAHA brilliant:

Delivery has failed to these recipients or groups:

[email protected]
The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.
tomwhom is offline  
Old Sep 17, 2018, 11:39 am
  #93  
 
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Originally Posted by xzh445



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)
Yes, 3 nights at the same property (one points night, two nights with certificates). The first night posted the next day, and the other two are MIA.

My 2 night stay at a different property from 9/4-9/6 still hasn't posted, although I suppose it's still less than "10 business days". I miss SPG stays posting the next day...
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Old Sep 22, 2018, 8:21 am
  #94  
 
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Data point: I had a 26 night stay from a Residence Inn pop this morning after checking out yesterday.

Pre-combination program, I seem to recall a turn around time of 72 hrs or so for points posting. I take this as a positive, especially with multiple reservations and overlapping reservations because its easier to track.
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Old Sep 23, 2018, 12:49 pm
  #95  
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All my stays have posted, however, I can not combine my accounts, I get errors, of course I have a email out to Marriott, anyone having the same issue?
FlightNurse is offline  
Old Sep 26, 2018, 11:10 pm
  #96  
 
Join Date: Oct 2015
Location: San Francisco, CA
Programs: UA Plat, Marriott Platinum, SPG Platinum
Posts: 48
Anybody having nights not post?

It's been about a month for me and I've emailed 2x and submitted through the form 2x and no response.

First time staying at a Marriott and was formerly SPG
EJonLam is offline  
Old Sep 28, 2018, 3:03 am
  #97  
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I had a Starwood stay post but without bonus points. I should have received:
  • platinum premier elite amenity points
  • 3,000 SPG points for booking a suite package
Is the best way to pursue this by phone or by email? Do I have to wait 10 days even though the stay itself has posted? Might the additional points trail in? If I email, what address should I use?
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Old Sep 28, 2018, 3:54 am
  #98  
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Originally Posted by SanDiego1K
I had a Starwood stay post but without bonus points. I should have received:
  • platinum premier elite amenity points
  • 3,000 SPG points for booking a suite package
Is the best way to pursue this by phone or by email? Do I have to wait 10 days even though the stay itself has posted? Might the additional points trail in? If I email, what address should I use?
So your Marriott account isn't showing something like this:

+3,597 Points
(1,484 Base + 1,113 Elite + 1,000 Extra)

I would start by trying to use the Missing Stay form.

https://www.marriott.com/rewards/myA...StayRequest.mi

There is no place to add notes, but I would create a text file or something and explain inside the issue and attach that where they ask for a scan of the bill.

In the current climate, the last thing I'd want to do is try to call them.
SanDiego1K likes this.
yosithezet is offline  
Old Sep 30, 2018, 7:40 am
  #99  
 
Join Date: Sep 2004
Location: The World!!!
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Still missing Rome and Madrid stays from the end of July. My weekend stay in South Cali at the begging of August just posted, after sending them twice a request for missing points that included my e-bill.
Contrary to that, my Moxy London stay posted less than 24 hours after I checked out of the hotel.

Should I just contact both, the Courtyard Rome and Madrid and ask them about missing points? will that be better than waiting for Marriott to ever give me my points and night stays?
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Old Oct 1, 2018, 5:14 pm
  #100  
 
Join Date: Jul 2007
Location: Oslo, Norway
Programs: Star Alliance Gold, Skyteam E+, Bonvoy Titanium, Hilton Diamond
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Im still missing 7 nights pre-merger. Emailed Marriott CS twice - no reply. Emailed lukers two weeks back, was told they would forward my request to the relevant department, and they would then get in touch with me. I have not heard anything. It's like I am asking a very, very big and difficult question!
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Old Oct 1, 2018, 5:49 pm
  #101  
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Originally Posted by skrosvik
Im still missing 7 nights pre-merger. Emailed Marriott CS twice - no reply. Emailed lukers two weeks back, was told they would forward my request to the relevant department, and they would then get in touch with me. I have not heard anything. It's like I am asking a very, very big and difficult question!
If you haven't heard from us, it is likely because we haven't been give an update to pass along. But, just in case something fell through the cracks, feel free to respond to the last email you received from us.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
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Old Oct 2, 2018, 6:36 am
  #102  
 
Join Date: Jul 2007
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My missing nights were added to my account today, I just noticed that, so that problem is solved.

However, my lifetime night count was 675 last month, then it decreased to 618 or so earlier this month, and today it decreased further down to 561 nights. I dont know if I should laugh or cry. One problem solved, another one comes up. Marriott Magic!
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Old Oct 2, 2018, 9:36 am
  #103  
 
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I seem to be consistently missing the welcome points from my stays since the merger. I raised a ticket a month ago but no reply. I called today to get an update and was told that the missing points would be added within the hour. Six hours later and no update.

Not life critical in the scheme of things but the last thing I want to do is to have to wait 10 days after every stay before raising a ticket and then having to wait and then call and wait some more.
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Old Oct 2, 2018, 6:26 pm
  #104  
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Originally Posted by skrosvik
My missing nights were added to my account today, I just noticed that, so that problem is solved.

However, my lifetime night count was 675 last month, then it decreased to 618 or so earlier this month, and today it decreased further down to 561 nights. I dont know if I should laugh or cry. One problem solved, another one comes up. Marriott Magic!
Did you track your LT nights before the merger? Many reported that at the merger they miscounted LT nights and have been working on correcting the issue thus counts dropped. Since the numbers are a moving target you might have difficulty working the numbers backwards. For me it was simply added my current year nights to current LT nights. The correction was a reduction of my YTD nights to get the correct number.
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Old Oct 3, 2018, 8:25 am
  #105  
 
Join Date: Feb 2018
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Sumbit 2 missing stays requests sometimes last week through the Marriott website.

1st stays is at a Ritz-Carlton hotel ... was actioned straight away. (stays happened after account merge)
2nd stay is at a Luxury Collection hotel and there are no reply until now. (stays happened prior accounts merge)

Both are accompanied by their respective folios. And both stays are made post 18/8


I wonder if Marriott team have difficulties adjusting a post merge legacy SPG stays due to possible account number changes ?
kaizen7 is offline  

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