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Post-Merger: Stays/Points not posting [Master Thread]

Post-Merger: Stays/Points not posting [Master Thread]

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Old Feb 19, 19, 2:25 pm   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: decentmove
Wiki Link
Missing stay form; can only be filled out 10 business days after checkout:

https://www.marriott.com/rewards/myA...StayRequest.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?...spg&reset=true
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Old Jan 10, 19, 4:57 pm
  #346  
 
Join Date: Dec 2006
Programs: Starwood Platinum Premier & Lifetime Platinum, United Gold, Delta Silver
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I have also had a terrible experience with stays posting since the reservation system changes in late November, with only 1 of 5 hotel stays correctly posting

I had three stays that did not post at all and one that only posted the points and elite credit for 1 out of 4 nights

Furthermore, none of my Plat welcome points are posting and probably 80% of them are missing since the merger happened in August -- I'm not sure this is even worth chasing down at 1000 points / stay

I've also not gotten any points from the MegaBonus despite registering and having several stays with more than 2 nights at many different brands

It is getting really frustrating - they've had 3 years to plan for this and the level of customer service is poor - it is making the elite program feel like work instead of fun / rewarding. I am seriously thinking of status matching to Hyatt or Hilton for the first time in my 11+ years as an elite member with SPG
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Old Jan 10, 19, 9:02 pm
  #347  
 
Join Date: Mar 2017
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Originally Posted by DCFlyer0306 View Post
I have also had a terrible experience with stays posting since the reservation system changes in late November, with only 1 of 5 hotel stays correctly posting

I had three stays that did not post at all and one that only posted the points and elite credit for 1 out of 4 nights

Furthermore, none of my Plat welcome points are posting and probably 80% of them are missing since the merger happened in August -- I'm not sure this is even worth chasing down at 1000 points / stay

I've also not gotten any points from the MegaBonus despite registering and having several stays with more than 2 nights at many different brands

It is getting really frustrating - they've had 3 years to plan for this and the level of customer service is poor - it is making the elite program feel like work instead of fun / rewarding. I am seriously thinking of status matching to Hyatt or Hilton for the first time in my 11+ years as an elite member with SPG
My experience with stays and welcome bonus points not posting is identical. Then you have spend time on the phone, often more than once, with dumb Marriott agents to get what is rightfully yours. It seems Marriott's attitude is that now that they are so big, customers have no option but to stay at their properties. Well, I have already shifted many of my 2019 stays to other chains.
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Old Jan 10, 19, 9:32 pm
  #348  
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Finally able to submit a missing stay request that's keeping me one status level lower than I should be:

Thank you for contacting Marriott!
We have received your email. For your records, the following case number has been created: xxxxx
We are experiencing higher than normal email inquiries.
One of our team members will review your inquiry and respond to you as soon as possible with a personal reply.
Thank you for choosing Marriott!
Five months into the merger and they still have to write that
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Old Jan 11, 19, 9:18 am
  #349  
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The level of incompetence over there is baffling



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Old Jan 12, 19, 3:28 am
  #350  
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Originally Posted by CMK10 View Post
The level of incompetence over there is baffling
Funny! I had the exact same issue with same hotel. (The hotel name/logo is on the back of the folio.) What was even more ridiculous is that I ended up calling in the missing stay request after waiting 7-8 days because I wanted it to post before the end of the year. The phone agent posted it immediately and I got the email a day later.
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Old Jan 12, 19, 4:37 pm
  #351  
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Originally Posted by CMK10 View Post
Finally able to submit a missing stay request that's keeping me one status level lower than I should be:
We are experiencing higher than normal email inquiries.
Five months into the merger and they still have to write that
Presumably they're hoping that inquiry volume will decrease once we all simply accept that our stays won't post and stop complaining about it.
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Old Jan 12, 19, 10:47 pm
  #352  
cln
 
Join Date: Mar 2010
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There should be a bonus
1000 points for the second missing stay
2000 for the second to fifth
10000 for every stay not posting automatically after the fifth
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Old Jan 14, 19, 1:40 pm
  #353  
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Originally Posted by Kacee View Post
Presumably they're hoping that inquiry volume will decrease once we all simply accept that our stays won't post and stop complaining about it.
I have it on good authority that my personal inquiry rate will drop by up to 100%, since I'm moving over to Hyatt.

Mike
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Old Jan 16, 19, 1:59 am
  #354  
 
Join Date: Jun 2009
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Programs: TK-G | Accor G | Marriott P | SPG P| Hilton S
Posts: 3,526
When a stay will get posted into account?

I checked out on 14-Jan, until now 2 days later, still not seeing the stay posted into my account.

It is a SPG legacy hotel. Normally it should posted next day. But I heard the system has changed now and the hotel cannot do manual posting anymore,

So when I should see my stays posted?

BTW, when those promo points posted (the brands and 2+ nights stays)? I see none posted into my account.
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Old Jan 16, 19, 8:00 am
  #355  
 
Join Date: Jun 2009
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Originally Posted by lingua101 View Post
I checked out on 14-Jan, until now 2 days later, still not seeing the stay posted into my account.

It is a SPG legacy hotel. Normally it should posted next day. But I heard the system has changed now and the hotel cannot do manual posting anymore,

So when I should see my stays posted?

BTW, when those promo points posted (the brands and 2+ nights stays)? I see none posted into my account.
The stay has been posted to my account. but unfortunately it has posted only for 1 night instead of 3 nights.

I notice there is no number of nights listed on the activities list. How on Earth this information is being on omitted. luckily this is my first stay in the year. Subsequently how do I know how many nights have been posted into the account?
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Old Jan 16, 19, 6:51 pm
  #356  
 
Join Date: Aug 2011
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Staying at the Westin's in Houston Galleria area - everything was going great until they switched to the "new" Marriott system. They switched on a Monday night, splitting 3 day stay into a 1 day and 2 day. The Monday stay from the old system posted as usual, but everything after that has not posted. I ended up sending in my stays to my Ambassador to get credit. The issue was, and still is maybe, that the new system was transferring my stay as zero-rev, so the affinity system didn't think I earned any points, or however the two connect.

You know if the systems were issuing double points, or something like that, Marriott would be all over it.
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Old Jan 17, 19, 6:56 pm
  #357  
 
Join Date: Oct 2009
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I didn't read this entire thread or find anything useful via search, but I'm wondering if this has happened to anyone and if you've had any success at getting it resolved. I haven't really looked at my activity very closely in months. I noticed stays were posting, but that's all. Today I noticed something way off.

Let's say my folio is $500 after parking, taxes etc. but the room rate is $150 and I stayed 3 nights. My stay posts as 450 points + 0 Elite + 500 Bonus (welcome amenity?) = Total 950. Clearly way way off.

Points should be 4500 + 3000ish Elite + 500. (why are some 500 and others 1000 now?) Total = 8000. So every single stay since mid-August has been this way. I called ambassador line and they are doing an "audit" on my account so we'll have to see what comes back from that. But it's clearly way way off. Right?
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Old Jan 18, 19, 12:29 am
  #358  
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Originally Posted by azeckel View Post
.....Let's say my folio is $500 after parking, taxes etc. but the room rate is $150 and I stayed 3 nights. My stay posts as 450 points + 0 Elite + 500 Bonus (welcome amenity?) = Total 950. Clearly way way off......
Not unusual, unfortunately. Reported by some FTers and yours truly. I had a three night paid stay, with restaurant charges, posted as 36 base point. I would have loved to pay $3.60 for that stay. I review all my post merger stays now.
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Old Jan 18, 19, 7:25 am
  #359  
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Join Date: Jan 2015
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I've had nothing but disastrous experiences getting points/stay activity posting to my account every time I stay at the Sheraton Grand Doha in Doha, Qatar. I have been staying at the hotel two/three times a month for the past two months, and all but one of my stays had to be manually posted because the hotel always claims that the activity is posted, although my account never reflects it [a quick call/e-mail to the Ambassador line always fixes that]. The one stay that did post, however, posted with only a quarter of the points that should have been awarded, so another write-up to the Ambassadors fixed that.

In all my years as an SPG member, I only had to file one missing stay request; post 8/18/18, I've had seven. I hope the switch to Marriott's new ERS system when Bonvoy launches on 2/13 fixes things and all this ugliness can be put to rest.

khabah
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Old Jan 18, 19, 9:54 am
  #360  
 
Join Date: Aug 2005
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My "Account Activity" has been erroring since October. Today, it's fixed!! Woohoo...i can see everything
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