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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 Oct 23, 2023, 1:09 am
  #1051  
 
Join Date: Dec 2012
Location: DUS, BRU, POA
Programs: Skyteam E+ (FB PfL), Latam Black, LH MM, Iberia plus, HH: Diamond, Marriott Bonvoy: Plat
Posts: 1,157
Originally Posted by Weyland Yutani Corp
I have multiple Courtyard stays that are going beyond the 10 days with no credit/points. This is a first for me. Maximum delay is usually 1 week. Anyone else?
After an improvement in terms of turnaround time, I'm experiencing issues again. More than a week for stays to post, up to not posting at all + retroclaim hazzle. Frustrating. I really believe this is intentional and seen as a saving opportunity. I guess there is a double digit number of members who don't chase up points/stays, and that's what they are after.
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Old Oct 23, 2023, 1:31 am
  #1052  
 
Join Date: Feb 2020
Posts: 498
There are a litany of reasons why stays do not post automatically, and most of those reasons are because the stay was not eligible for one reason or another. A large portion of email/website form agents blindly post stays without double checking eligibility, which is how most get through after they are reported.

A little bird that was in a higher level meeting recently told me that less than 10% of eligible stays are not automatically posted. This thread would lead one to believe otherwise.
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Old Oct 23, 2023, 1:56 am
  #1053  
 
Join Date: Dec 2012
Location: DUS, BRU, POA
Programs: Skyteam E+ (FB PfL), Latam Black, LH MM, Iberia plus, HH: Diamond, Marriott Bonvoy: Plat
Posts: 1,157
Policy regarding eligible stays is pretty straight forward. Marriott is preferred supplier with my employer, who books corporate rates, which have been eligible since ever. Not an explanation for my glitches.
Their system is not robust - period.
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Old Oct 23, 2023, 2:00 am
  #1054  
 
Join Date: Feb 2020
Posts: 498
The eligible stay policy is anything but straightforward. An eligible rate is only one part of the equation.
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Old Oct 23, 2023, 2:36 am
  #1055  
 
Join Date: Dec 2012
Location: DUS, BRU, POA
Programs: Skyteam E+ (FB PfL), Latam Black, LH MM, Iberia plus, HH: Diamond, Marriott Bonvoy: Plat
Posts: 1,157
Originally Posted by iknowthings
The eligible stay policy is anything but straightforward. An eligible rate is only one part of the equation.
When I read their T&C's they are straightforward and in 20+ years with Marriott I never came across any disconnects in terms of magical non-earning rates. Your statements sound like there appear to be hidden T&C's, which I doubt.

Last edited by wuzziduzziman; Oct 23, 2023 at 3:44 am
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Old Oct 23, 2023, 3:43 am
  #1056  
 
Join Date: Feb 2020
Posts: 498
Originally Posted by wuzziduzziman
When I read their T&C's they are straightforward and in 20+ years with Marriott I never came across any disconnects in terms of magical non-earning rates. Your statements sound like their appear to be hidden T&C's, which I doubt.
Nothing I say is hidden, and is backed up by said T&C. I'm happy to explain T&C on a case-by-case basis, but I won't restate the T&C in its entirety here.
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There are intricacies that members often do not understand. I'm not saying that you are such a member, but not every charge and not every rate and not every stay is eligible even though it may seem that it is on the surface.
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Old Oct 23, 2023, 9:12 am
  #1057  
 
Join Date: Mar 2021
Programs: Marriott Ambassador - Delta Diamond - United Silver - Frontier 100k - Sixt Plat
Posts: 581
Missing a stay at a Westin from now nearly 3 weeks ago or coming up on a month.

Missing a stay from a Design hotel in Europe from 2 weeks ago

Between theses stays, 5 or 6 other stays posted fine. Just annoying to have to keep track of these things and it always rings true that if it doesn't post in 2-3 days then it's not posting at all.
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Old Oct 24, 2023, 11:56 am
  #1058  
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Join Date: Mar 2010
Location: DAY
Programs: UA 1K 1MM; Marriott LT Titanium; Amex MR; Chase UR; Hertz PC; Global Entry
Posts: 10,278
Had a stay post quickly, but wildly incorrectly. Base points of ~ 1,000 points on a ~$1,000 folio. Full service (10 pts per $) property.
Welcome and bonus / promotions seem accurate. Called into Titanium CS and they have escalated to have it corrected. Fingers crossed. Said will be contacted with results "within 7 business days".
Of course, I want to make an award booking and need these points to do so.

I did notice some weirdness on the app for this stay. Check in date kept changing. Was a Sunday thru Friday stay, and noticed at one point app said I checked in on Tuesday, then later said I checked in on Wednesday. Printed folio on checkout was accurate.
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Old Oct 28, 2023, 10:23 am
  #1059  
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Join Date: Mar 2010
Location: DAY
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Posts: 10,278
Originally Posted by goodeats21
Had a stay post quickly, but wildly incorrectly. Base points of ~ 1,000 points on a ~$1,000 folio. Full service (10 pts per $) property.
Welcome and bonus / promotions seem accurate. Called into Titanium CS and they have escalated to have it corrected. Fingers crossed. Said will be contacted with results "within 7 business days".
Of course, I want to make an award booking and need these points to do so.

I did notice some weirdness on the app for this stay. Check in date kept changing. Was a Sunday thru Friday stay, and noticed at one point app said I checked in on Tuesday, then later said I checked in on Wednesday. Printed folio on checkout was accurate.
So looks like someone went in to try and correct the base points, but took away a lot of the extra points in the process. (750 pts per night, promo bonus, etc.)
Sigh.
Another call to Marriott CS on Monday...
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Old Oct 28, 2023, 11:15 am
  #1060  
 
Join Date: Apr 2006
Programs: DL Plat, Bonvoy Titanium
Posts: 218
Originally Posted by goodeats21
So looks like someone went in to try and correct the base points, but took away a lot of the extra points in the process. (750 pts per night, promo bonus, etc.)
Sigh.
Another call to Marriott CS on Monday...
This is another very key reason that this stuff needs to be automated. There is no incentive for Marriott to invest in proper IT, as there are yet to be any penalties. Corporate blames the properties, the properties blame the technology, and the customer has to spend their time calling/emailing for the credit they are due.

How hard could it be to show the welcome gift as a note on the folio (e.g., you have chosen points as your welcome amenity). I donít usually bother calling for missing welcome amenities anymore as itís not worth my time for 1,000 points. But this should be documented somewhere at the very least so if I do call or mention it, I donít get ďare you sure you selected points?Ē as the first response.

I have been saying for a long time now that there needs to be some compensation where stays donít post (or donít post properly). Having to keep track of stays not posting and then following up on missing stays several times each year is time consuming and frustrating. Today is day 11 where a stay hasnít posted, and it was a $2,500 folio. So if Marriott is confident that there isnít a major lapse in the processes and technology, then grant a 50% of base points bonus for stays that donít post on a timely basis.
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Old Oct 30, 2023, 7:23 am
  #1061  
 
Join Date: Jun 2013
Location: YTO/DEL/BOM/GAU
Programs: A few airlines, hotel programs and car rentals
Posts: 1,246
ENC & points for last night did not post

Just had a 4 night stay at a JW Marriott and the EQN & the points did not post for the last night. Surprisingly, for the 3 nights it did post and it was really quick, post check-out.

What would be the best way to reach out to Marriott about this - missing stay request/form(they might say that the points have posted for the stay ó which it did, but one night less!), Bonvoy champion email, Twitter, social media?

basically looking for the most capable department to handle this without any messes. Thank you!
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Old Nov 27, 2023, 11:59 am
  #1062  
 
Join Date: Mar 2007
Location: DCA/IAD
Programs: Amtrak Guest Rewards, SPG Gold, United 1K, Hilton Diamond, Diamond Golden Circle
Posts: 166
Recent stay was missing and submitted the folio after 10 days. Received a response saying that my reservation records indicate that my stay was part of a mater bill and is therefore not eligible for points and night credit.

Is that correct? Anyway around this?
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Old Nov 27, 2023, 2:37 pm
  #1063  
 
Join Date: Mar 2019
Programs: AA EXP and Marriott Titanium
Posts: 818
Originally Posted by AvidFlyer1990
Just had a 4 night stay at a JW Marriott and the EQN & the points did not post for the last night. Surprisingly, for the 3 nights it did post and it was really quick, post check-out.

What would be the best way to reach out to Marriott about this - missing stay request/form(they might say that the points have posted for the stay ó which it did, but one night less!), Bonvoy champion email, Twitter, social media?

basically looking for the most capable department to handle this without any messes. Thank you!
I recently had a similar thing happen and emailed [email protected] with my info, the stay info, 2 of my past stays for verification and a .pdf of the folio and it was resolved in a less than a day. YMMV.
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Old Dec 13, 2023, 9:07 am
  #1064  
 
Join Date: Dec 2011
Programs: Qatar Airways, Cathay Pacific, Japan Airlines
Posts: 5
8 nights not posted and needed to reach Platinum Status

Originally Posted by Marriott Bonvoy Lurker II
Dear lotemblizej,

We are sorry for the inconvenience caused by the missing stay. If you can email us with below information for account verification purpose, we will be pleased to follow up for you.

- Your Marriott Bonvoy account number
- Your full name
- Your email address associated with your account
- Your most recently credited past stay (hotel name and date of stay)

Please also enclose the folio of your missing stay as email attachment for smooth receipt.

Our email address is [email protected].

Best regards,

Carrie L
Specialist Social Media Care
Marriott International
[email protected]
Following my last trip I have 7 nights at Aloft Muscat (Nov. 15-22) plus 1 night at Renaissance LHR (Nov. 29-30) that have not still been credited in my account. I need those nights to be credited because I will then have 51 nights and access Platinum Status. I have upcoming stays by mid-January. I called Marriott Bonvoy on December 1 and been told they would take care of this issue. I did not have a folio from Aloft Muscat because they messed up and charged me 3 times my 7-night stay. After many emails to the hotel this issue has been corrected and I was finally provided with a corrected invoice. As for the Renaissance LHR, I found out it was not credited after I had called Marriott Bonvoy. I would need the 8 nights missing in my account credited asap because I want to have my Platinum status acknowledged for my next trip. First time reaching Platinum and frankly, considering all the problems with those credited nights and reading from so many other members on this thread in the same situation I am not sure I will invest in staying at Marriott Bonvoy hotels in the future. Could someone from Marriott Bonvoy help me, please?
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Old Dec 13, 2023, 10:30 am
  #1065  
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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 Mouffe
Following my last trip I have 7 nights at Aloft Muscat (Nov. 15-22) plus 1 night at Renaissance LHR (Nov. 29-30) that have not still been credited in my account. I need those nights to be credited because I will then have 51 nights and access Platinum Status. I have upcoming stays by mid-January. I called Marriott Bonvoy on December 1 and been told they would take care of this issue. I did not have a folio from Aloft Muscat because they messed up and charged me 3 times my 7-night stay. After many emails to the hotel this issue has been corrected and I was finally provided with a corrected invoice. As for the Renaissance LHR, I found out it was not credited after I had called Marriott Bonvoy. I would need the 8 nights missing in my account credited asap because I want to have my Platinum status acknowledged for my next trip. First time reaching Platinum and frankly, considering all the problems with those credited nights and reading from so many other members on this thread in the same situation I am not sure I will invest in staying at Marriott Bonvoy hotels in the future. Could someone from Marriott Bonvoy help me, please?
Log into your account.
Click on Activity.
Scroll to bottom of page.
Bottom left there is a link that says Missing Stays.
Fill out form and points should post in 24 hrs or less.
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