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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 Dec 13, 2023, 1:51 pm
  #1066  
 
Join Date: Nov 2006
Programs: Hilton HHonors, Marriott Bonvoy, IHG, Delta SkyMiles
Posts: 216
Wife and I spent 22 nights at a TownePlace Suites Nov. 5-27. We got billed weekly, and for the first two weeks our stays posted. Third week we check out, neither those nights or points post. Wait the 10 days, keep checking. Submit the folio along with the request. They post the missing week, but then also remove the middle week. So I call in, speak to two different people, and it gets "escalated." I get a request for the "missing" second week(which, if you posted it initially, where did it go on your end?), so I send all three folios so they have the entire stay and can just post the dang thing and stop asking for more info. After getting next day responses, I am on day 3 of waiting for the update. Man this is annoying.
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Old Dec 13, 2023, 9:41 pm
  #1067  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,156
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?
Dear Mouffe,

Could you please provide below information to [email protected] so we can help to check?

Marriott Bonvoy account number
Email address associated with your account
Folios of these stays

Please let us know if you need further assistance.

Best Regards,

Abbey L
Specialist, Social Media Care
Marriott International
Marriott Bonvoy Lurker II is offline  
Old Dec 17, 2023, 6:16 am
  #1068  
 
Join Date: Jun 2005
Programs: Marriott Lifetime Platinum
Posts: 374
Just want to confirm this is right. I recently stayed at Budapest Marriott. My main reservation consisted of 5 nights and 3 nights consecutive . After correction I received my points and eight nights. However I had an additional room for 3 nights which I am not receiving nights or points for the 3 nights. Marriott’s reason is that the 2nd room did not begin or end with my reservation. I understand the nights, but why can’t I have the spend?
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Old Dec 17, 2023, 4:15 pm
  #1069  
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Location: Toronto
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Originally Posted by rstidolph
Just want to confirm this is right. I recently stayed at Budapest Marriott. My main reservation consisted of 5 nights and 3 nights consecutive . After correction I received my points and eight nights. However I had an additional room for 3 nights which I am not receiving nights or points for the 3 nights. Marriott’s reason is that the 2nd room did not begin or end with my reservation. I understand the nights, but why can’t I have the spend?
Policy changed on Aug 30. If the 3 nights for the additional room matched the 3 nights that you booked, you would have got the points for both rooms.

Getting points and stay credit for multiple rooms, new policy effective 30 Aug 2023 - FlyerTalk Forums

Sorry
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Old Dec 17, 2023, 6:15 pm
  #1070  
 
Join Date: Feb 2020
Posts: 498
Originally Posted by rstidolph
Just want to confirm this is right. I recently stayed at Budapest Marriott. My main reservation consisted of 5 nights and 3 nights consecutive . After correction I received my points and eight nights. However I had an additional room for 3 nights which I am not receiving nights or points for the 3 nights. Marriott’s reason is that the 2nd room did not begin or end with my reservation. I understand the nights, but why can’t I have the spend?
To clarify, you had two reservations for one room, one for five nights and one for three?

Did the second room have the same dates as your reservation for the 3-night reservation of the first room?
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Old Dec 17, 2023, 7:32 pm
  #1071  
 
Join Date: Jun 2005
Programs: Marriott Lifetime Platinum
Posts: 374
Originally Posted by iknowthings
To clarify, you had two reservations for one room, one for five nights and one for three?

Did the second room have the same dates as your reservation for the 3-night reservation of the first room?
sorry for the any confusion.

For myself, I had a 5 night, followed by a 3 night. My grand daughter arrived one day into my reservation for a separate 3 nights.. as just posted above, I’m not entitled to the additional spend on the 3 nights.
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Old Dec 17, 2023, 7:33 pm
  #1072  
 
Join Date: Jun 2005
Programs: Marriott Lifetime Platinum
Posts: 374
Originally Posted by margarita girl
Policy changed on Aug 30. If the 3 nights for the additional room matched the 3 nights that you booked, you would have got the points for both rooms.

Getting points and stay credit for multiple rooms, new policy effective 30 Aug 2023 - FlyerTalk Forums

Sorry
thank you
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Old Dec 19, 2023, 3:08 am
  #1073  
 
Join Date: Oct 2015
Posts: 764
Booked a 5-night stay (needed to use SNAs before end of year) followed by 1-night stay at same property via app. Alerted property in advance and they did stuff on their side to check me in once and check me out once with no need to switch room or settle separate folios. That said, I did get a surprise message from front desk on the last night asking if I preferred to settle the first folio separately to avoid the stays being "merged" and any possibility for issues with points posting (they said it's usually not an issue, just a guest preference matter, it was 11pm and I had to work through the night, so I didn't bother). At check-out I received and paid a single combined folio.

The day after check-out, the 1-night stay posted, with seemingly-correct spend-based points + elite bonus as if both stays were combined into one, but only counting as 1 EQN and missing the 1000 welcome points.

The 5-night stay (5 EQNs + welcome gift) should still post on its own soon, right? I'm second-guessing because the later 1-night stay posted right away, while the earlier 5-night stay remains missing, and spend was combined but nights were not. Is this normally how consecutive stays at same property post? Once this posts, it will push me back up to Titanium after a one-year lapse in loyalty to Marriott, hence the impatience.
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Old Dec 19, 2023, 3:22 am
  #1074  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,156
Originally Posted by Nazdoom
Booked a 5-night stay (needed to use SNAs before end of year) followed by 1-night stay at same property via app. Alerted property in advance and they did stuff on their side to check me in once and check me out once with no need to switch room or settle separate folios. That said, I did get a surprise message from front desk on the last night asking if I preferred to settle the first folio separately to avoid the stays being "merged" and any possibility for issues with points posting (they said it's usually not an issue, just a guest preference matter, it was 11pm and I had to work through the night, so I didn't bother). At check-out I received and paid a single combined folio.

The day after check-out, the 1-night stay posted, with seemingly-correct spend-based points + elite bonus as if both stays were combined into one, but only counting as 1 EQN and missing the 1000 welcome points.

The 5-night stay (5 EQNs + welcome gift) should still post on its own soon, right? I'm second-guessing because the later 1-night stay posted right away, while the earlier 5-night stay remains missing, and spend was combined but nights were not. Is this normally how consecutive stays at same property post? Once this posts, it will push me back up to Titanium after a one-year lapse in loyalty to Marriott, hence the impatience.
Dear Nazdoom,

We are sorry for the inconvenience caused by the incorrect stay post. If you can email us with below information, we will be pleased to check on it for you.

- Your member account number
- Your full name
- The email address associated with your account
- The relevant stay folio (please upload the document to email attachment for smooth receipt)

Our email address is [email protected].

Best regards,

Carrie L
Specialist Social Media Care
Marriott International
[email protected]
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Old Dec 19, 2023, 5:53 am
  #1075  
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Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,311
Mr. stayed at the 4P in Warsaw and they charged him in full at check in and then he ate at the hotel restaurant and they refused to put it into his folio as it's closed. Of course points didn't post and I had to write a post stay review and tell them about the issue.

Is this normal? Never encountered this before and this hotel is bad but it's the cheapest Marriott in WAW so it's either this or Moxy according to his corp travel policy.
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Old Dec 19, 2023, 7:50 am
  #1076  
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Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,815
In Poland (and some other parts of Central Europe) you generally need to explicitly agree to open the room for expenses at check-in. Ideally you are asked about this, but if not it wouldn’t be unexpected that the room would be “closed”.
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Old Dec 19, 2023, 8:30 am
  #1077  
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Posts: 11,311
Originally Posted by EuropeanPete
In Poland (and some other parts of Central Europe) you generally need to explicitly agree to open the room for expenses at check-in. Ideally you are asked about this, but if not it wouldn’t be unexpected that the room would be “closed”.
The funny thing was that his first stay at the same hotel wasn't like that. That hotel is ridiculous but it's the cheapest so Mr has to take that (corporate policy).

The management especially the guest relations manager is a joke.

Last edited by nacho; Dec 19, 2023 at 8:43 am
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Old Dec 19, 2023, 3:46 pm
  #1078  
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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 Nazdoom

The 5-night stay (5 EQNs + welcome gift) should still post on its own soon, right? I'm second-guessing because the later 1-night stay posted right away, while the earlier 5-night stay remains missing, and spend was combined but nights were not. Is this normally how consecutive stays at same property post? Once this posts, it will push me back up to Titanium after a one-year lapse in loyalty to Marriott, hence the impatience.
It probably won't post. When I have back to back reservations, I usually ask to sort them out individually exactly to avoid this.
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Old Dec 19, 2023, 4:58 pm
  #1079  
 
Join Date: Oct 2019
Programs: Flying Blue, Hilton Honors, Amtrak Guest Rewards
Posts: 2,580
Had my first Bonvoy stay (JW New Orleans) last week... Is 10 days the typical delay?

I've been spoiled by Hilton consistently posting the day of/after checkout, I guess.
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Old Dec 19, 2023, 7:27 pm
  #1080  
 
Join Date: Mar 2019
Programs: AC 35K, Marriott Titanium/LT Gold, GHA Titanium, HH Gold, Centara Platinum
Posts: 523
What happens if you need a stay to post for Tit but it doesn't show. Will they honor it even if I need to wait till Jan 10 to submit the forms?
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