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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 3, 2018, 9:30 am
  #106  
 
Join Date: Jun 2013
Location: PHL
Programs: AA Exp, Hyatt Glob, Marriott Titan
Posts: 4
I just had my first Marriott stay post-SPG/MR combo (which didn't go smoothly for me - several do-overs on SPG/Marriott side) and the points posted as follows:
+2,000 Points
(1,000 Base + 0 Elite + 1,000 Extra)
when it should have posted for about 8,500 points. I called and was told that I had elected to credit miles to US Air. Two issues. First, I have not credited either my Starwood or Marriott stays to an airline in the last five years (if ever?!). And, second, US Air doesn't even exist anymore. So, I looked at my new "merged" account and sure enough - it appears that in the combination that my preferences have been set to crediting miles listing my old US Air FF#. Everyone might want to check their preferences.

And here's the best part, I can't be credited for the points until the SPG/Marriott folks figure out where the paltry airline miles actually went...since they can't find any contact for US Air (I did point out that it is now American). The agent let me know that I should call back in three or four days and check on my case.
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Old Oct 3, 2018, 7:10 pm
  #107  
 
Join Date: Mar 2007
Location: SJC/SFO
Programs: WN A+ CP, UA 1MM/*A Gold, Mar LT Tit, IHG Plat, HH Dia
Posts: 6,302
A four-night stay I completed two weeks ago did not post normally. I filed for missing credit Sunday. Other than the auto-reply I got not communication from corp, though on Tuesday the property did send me a "Thanks for staying!" email (similar to the one I received at checkout) and the points posted to my account. That made it seem like it was the property's fault for not filing the points correctly. Still, I would have appreciated even a token acknowledgement from corp about resolving the problem.
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Old Oct 4, 2018, 6:29 am
  #108  
 
Join Date: Dec 2014
Location: YVR
Programs: AC SE100K, Marriott Titanium & LTP, NEXUS
Posts: 614
Originally Posted by JordanYVR
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...
I'm now almost at a month since my first stay that hasn't posted yet, and still waiting. I filed missing stay requests after 10 business days and it's now 10 business days after that.

One stay is a Marriott property booked with my original Marriott account #. The other is an SPG stay booked with my original SPG account #. I've since Merged my accounts.
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Old Oct 5, 2018, 11:16 am
  #109  
 
Join Date: Dec 2014
Location: YVR
Programs: AC SE100K, Marriott Titanium & LTP, NEXUS
Posts: 614
Originally Posted by JordanYVR
I'm now almost at a month since my first stay that hasn't posted yet, and still waiting. I filed missing stay requests after 10 business days and it's now 10 business days after that.

One stay is a Marriott property booked with my original Marriott account #. The other is an SPG stay booked with my original SPG account #. I've since Merged my accounts.
Oddly enough I heard back on the 2 standalone nights yesterday. They were both rejected for night credit as they contained no eligible charges (these were point stays). It makes no sense to me -- I don't expect to earn points on the free night (other than welcome points for the 1st day), but I do expect the 2 night stays. Did something change that I'm missing? This was an SPG award at an SPG property.
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Old Oct 5, 2018, 12:24 pm
  #110  
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Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Originally Posted by JordanYVR
Oddly enough I heard back on the 2 standalone nights yesterday. They were both rejected for night credit as they contained no eligible charges (these were point stays). It makes no sense to me -- I don't expect to earn points on the free night (other than welcome points for the 1st day), but I do expect the 2 night stays. Did something change that I'm missing? This was an SPG award at an SPG property.
Seems like I've read this before. Zero-dollar stays do get night credit (wasn't it Hilton that was notorious for needed revenue to get credit?). You need to push back and be very specific to what is missing. If you're lucky someone else will get the ticket and know how to fix it. Or you might try asking the Lurkers to look into this. Be sure to include the response and make sure it includes the name of the agent so re-training can be done.
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Old Oct 5, 2018, 5:46 pm
  #111  
 
Join Date: Dec 2014
Location: YVR
Programs: AC SE100K, Marriott Titanium & LTP, NEXUS
Posts: 614
Originally Posted by RogerD408
Seems like I've read this before. Zero-dollar stays do get night credit (wasn't it Hilton that was notorious for needed revenue to get credit?). You need to push back and be very specific to what is missing. If you're lucky someone else will get the ticket and know how to fix it. Or you might try asking the Lurkers to look into this. Be sure to include the response and make sure it includes the name of the agent so re-training can be done.
Both rejections were from the same agent.

One folio had F&B charges on it + parking, the other was just parking. At a minimum, the F&B should have been eligible.
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Old Oct 6, 2018, 2:00 am
  #112  
 
Join Date: Nov 2004
Location: San Jose, CA USA
Programs: UA Platinum 2MM, Marriott Lifetime Titanium, Hilton Gold
Posts: 634
Originally Posted by JordanYVR
Both rejections were from the same agent.

One folio had F&B charges on it + parking, the other was just parking. At a minimum, the F&B should have been eligible.
I'm not getting points on F&B recently. Is this a new policy? Or a mistake?

Even worse, I had rate at Marriott Frankfurt last week that included Breakfast and they invoiced the breakfast as 25 Euros per day of my rate and I received no points for this part of the bill.
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Old Oct 8, 2018, 1:58 pm
  #113  
 
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,888
Originally Posted by JordanYVR
I'm now almost at a month since my first stay that hasn't posted yet, and still waiting. I filed missing stay requests after 10 business days and it's now 10 business days after that.

One stay is a Marriott property booked with my original Marriott account #. The other is an SPG stay booked with my original SPG account #. I've since Merged my accounts.
I still missing mine .... 20-22 Aug stays ...
Submit missing stay form 2 weeks ago ... no reply
Contacted the hotel last week ... they tried to email Marriott about the stays and still nothing

One thing that I guess cause the issue is the membership number ...
The number in the folio is my "new" spg number ... 9 digit spg number.
And I have merge my account since the stay

(hotel email to marriot also have this information)

I guess I will need to just wait until everything settled ...
Since I passed 100 bights and $20k spending already, the missing stays is not really important.

(the point however, can be quite significant)
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Old Oct 9, 2018, 11:55 am
  #114  
 
Join Date: Sep 2018
Posts: 3
The points haven't credit back to account after cancelled a redemption booking.
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Old Oct 12, 2018, 2:51 am
  #115  
 
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,888
The missing stay finally posted. I guess the backlog really hammering them.
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Old Oct 12, 2018, 6:54 pm
  #116  
 
Join Date: Jan 2010
Location: SFO
Programs: *G^2, Bonvoyed, NEXUS
Posts: 3,549
Anyone having issues with points and nights posting, but no activity showing on the website or app?

For me on the website it says
We’re temporarily unable to display the information you requested.Please try again later.

On the app, I can see data that was cached as of 19/09, but nothing beyond that.

Calling anyone is hopeless.
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Old Oct 13, 2018, 7:26 am
  #117  
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Posts: 11,329
Originally Posted by D582
Anyone having issues with points and nights posting, but no activity showing on the website or app?

For me on the website it says
Were temporarily unable to display the information you requested.Please try again later.

On the app, I can see data that was cached as of 19/09, but nothing beyond that.

Calling anyone is hopeless.
Yes, this is typical. In their infinite wisdom transactions on the customer-facing data sources are not used to compute the totals and therefore not needed. From the looks of it they have separate sweeps that transfers data from the back office systems and their choice is to move totals before moving transactions. Not sure how much of this is impacted by all the changes needed due to the merger and the fixes they've had to push through.
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Old Oct 13, 2018, 10:37 am
  #118  
 
Join Date: Mar 2010
Location: Seattle, WA, USA
Programs: AS MVP Gold 75K, Marriott Lifetime Titanium
Posts: 1,632
I had a stay in Sept with two rooms on two different reservations. The second room was for the day after I arrived. Room#1 9/13-16. Room #2 9/14-16. Both had my MR number attached. The first room posted to my account, but not the second. I submitted the missing stay request on the first day possible. An email was quickly received. And since then, crickets.

Whats the consensus on how long one long one should be waiting patiently? I understand they’re slammed.
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Old Oct 13, 2018, 3:01 pm
  #119  
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Originally Posted by WillTravel4Food
I had a stay in Sept with two rooms on two different reservations. The second room was for the day after I arrived. Room#1 9/13-16. Room #2 9/14-16. Both had my MR number attached. The first room posted to my account, but not the second. I submitted the missing stay request on the first day possible. An email was quickly received. And since then, crickets.

Whats the consensus on how long one long one should be waiting patiently? I understand theyre slammed.
Yeah, it's too bad auto-responses are intended to fool the sender into thinking someone has actually seen the message, but alas most likely not. I'd guess the confusion is getting the points from the second room to post since you're not entitled to nights. I would have hoped a month to be long enough, but appears not to be the case. If the points are not urgently needed, I'd suggest waiting 30 days from the missing stay request and then a phone call, but those are even tough to get through. For future events, maybe getting the charges moved to room 1 at check out will go smoother.
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Old Oct 13, 2018, 6:57 pm
  #120  
 
Join Date: Mar 2010
Location: Seattle, WA, USA
Programs: AS MVP Gold 75K, Marriott Lifetime Titanium
Posts: 1,632
Originally Posted by RogerD408
Yeah, it's too bad auto-responses are intended to fool the sender into thinking someone has actually seen the message, but alas most likely not. I'd guess the confusion is getting the points from the second room to post since you're not entitled to nights. I would have hoped a month to be long enough, but appears not to be the case. If the points are not urgently needed, I'd suggest waiting 30 days from the missing stay request and then a phone call, but those are even tough to get through. For future events, maybe getting the charges moved to room 1 at check out will go smoother.
I kept them as two separate reservations because they were for different dates. Out of the blue I did get a response from them today. They said Id already received the points. Whoever did the review clearly did not look at the statement, receipt, or reservations. So now its left to me to call customer assistance and get it resolved. I know to not expect the nights, but the points amount to nearly 8K.
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