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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 Jul 11, 19, 8:50 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 Mar 28, 19, 10:04 pm
  #601  
 
Join Date: Dec 2007
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Originally Posted by UA-NYC View Post
Under Starwood, it was typically next day. Rarely varied. I am re-enjoying next day posting w/Hyatt. Amazing what competent IT can do for customer satisfaction.
For legacy Starwood properties, my stays are still posting next day. Itís the legacy Marriott properties that are taking longer than usual.
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Old Mar 30, 19, 9:17 am
  #602  
 
Join Date: Jun 2000
Location: toronto
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Still having trouble with stays not posting. Interesting enough for me, in the last 2 weeks, I have Springhill Suites(posted the next day), but I am waiting on a JW Marriott stay, 2 Marriott stay and a Marriott meetings not posting.
Maybe we have to stay at the cheaper hotels like Springhill to get our stays posting correctly? lol
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Old Apr 3, 19, 4:35 am
  #603  
 
Join Date: Aug 2003
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Two out of last four stays issues with points and nights posting. First example was 1 night shorted and half points shorted. Second example nights ok but 23,000 base points shorted. With additional points shorted on elite and promo bonuses. Wonder how many people this is happening with.

Contacted using missing points / stays link = crickets
Contacted second hotel = crickets
Contacted live phone agent / elite line = resolution / crediting all due points for second stay (was a 54,000 point fix - base, elite, bonus)

Last edited by shoodawg; Apr 4, 19 at 7:10 pm Reason: list resolution
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Old Apr 3, 19, 8:15 am
  #604  
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Consistently Shorted Points

I am consistently getting shorted points by SPG Asia properties. This has long been an issue with SGS, and now I have a streak of three in a row for March, with SGS, StR Bangkok, and PG Tokyo failing to credit me for on-property spend (restaurant and spa) that is expressly supposed to be points earning under the T&C.

These are not insubstantial quantities of points - with bonus, we're talking over 10k for recent PG stay, for example.

This is happening so consistently I find it hard to believe it's accidental. Seems to me instead to be yet another example of properties simply flouting program rules that cost them money.
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Old Apr 3, 19, 9:09 pm
  #605  
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Originally Posted by Kacee View Post
This is happening so consistently I find it hard to believe it's accidental. Seems to me instead to be yet another example of properties simply flouting program rules that cost them money.
It was NEVER a problem until Marriott IT took over legacy SPG properties. Iíve heard plenty of grumbling from employees about Marriottís atrocious antiquated IT. I suspect it has more to do with how the info has to be entered into the system.
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Old Apr 3, 19, 10:33 pm
  #606  
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Originally Posted by margarita girl View Post
It was NEVER a problem until Marriott IT took over legacy SPG properties. Iíve heard plenty of grumbling from employees about Marriottís atrocious antiquated IT. I suspect it has more to do with how the info has to be entered into the system.
I don't think we can blame everything on Marriott IT. At Marriott properties I've received proper credit. And my issues at SGS predate the switch to Marriott IT.
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Old Apr 3, 19, 10:34 pm
  #607  
 
Join Date: Aug 2008
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Does anyone find that certain properties consistently don't post? There's a Courtyard I've started staying at recently and it seems like they never bother to post at all and I have to fill in a request form each time. I wouldn't be surprised if this was intentional, as I can see the owners of this particular property are cheap.
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Old Apr 4, 19, 4:55 am
  #608  
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Originally Posted by Kacee View Post
I don't think we can blame everything on Marriott IT. At Marriott properties I've received proper credit. And my issues at SGS predate the switch to Marriott IT.
Iím trying to reconcile that with Mr Chapmanís management style, and it just doesnít compute!
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Old Apr 4, 19, 11:30 am
  #609  
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I found that it is better for stays not to post instead of posted incorrectly.

Once a stay is posted incorrectly, subsequent requests to correct night/point credit is often rejected automatically by Indian robots. They simply don't read my note and reject requests without reviewing. I had to request multiple times to correct mis-posted stays.
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Old Apr 4, 19, 1:15 pm
  #610  
 
Join Date: Aug 2008
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Originally Posted by TerryK View Post
I found that it is better for stays not to post instead of posted incorrectly.

Once a stay is posted incorrectly, subsequent requests to correct night/point credit is often rejected automatically by Indian robots. They simply don't read my note and reject requests without reviewing. I had to request multiple times to correct mis-posted stays.
The form works alright for completely missing stays, but I find calling in works best for irregularities. Even at that, the last time I filled out the form, they credited me 1 night and 1 night's worth of points, not the full amount for the stay....so I still had to call in.
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Old Apr 5, 19, 3:44 am
  #611  
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Originally Posted by TerryK View Post
I found that it is better for stays not to post instead of posted incorrectly.

Once a stay is posted incorrectly, subsequent requests to correct night/point credit is often rejected automatically by Indian robots. They simply don't read my note and reject requests without reviewing. I had to request multiple times to correct mis-posted stays.
Agree with this, though the FT Lurkers have been able to help me with stays that have posted incorrectly (they have been the only ones able/willing to help). So I'd suggest reaching out to them.

If you have a stay with little to no ancillary spend, it's fine if it doesn't post automatically since the stay credit request process seems to work okay in that case. But if you have a stay with ancillary spend, the stay credit request process seems to completely ignore it regardless of what it is or how much it is, and then you're back in fixing-incorrect-stay-post hell.
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Old Apr 13, 19, 8:47 am
  #612  
 
Join Date: Dec 2007
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If on a 3 night stay, I checked out at 12.10am on the third night. Will the stay still be posted in the account with 3 nights or the nights that will be posted in the account is 2 nights only?
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Old Apr 13, 19, 9:35 am
  #613  
 
Join Date: Jun 2005
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Originally Posted by bgriff View Post
Agree with this, though the FT Lurkers have been able to help me with stays that have posted incorrectly (they have been the only ones able/willing to help). So I'd suggest reaching out to them.

If you have a stay with little to no ancillary spend, it's fine if it doesn't post automatically since the stay credit request process seems to work okay in that case. But if you have a stay with ancillary spend, the stay credit request process seems to completely ignore it regardless of what it is or how much it is, and then you're back in fixing-incorrect-stay-post hell.
I've been stuck in this predicament for days now. I had an points stay at a Ritz-Carlton, with $1500.00 in ancillary spend. Initially it posted next day as a 5 day stay (correct), with my 1000 point bonus. Now after days of back and forth with random "Guest Services" representatives, I still can't get them to credit it properly. I used to think people were exaggerating these issues, but it's mind blowing. Even after submitting a PDF of the hotel bill, they will "correct" the problem with a seemingly random amount of spend and points. Then I'll send it back again, and they will adjust it to another random amount of spend, never actually the corrected amount.

Last edited by nschmidt68; Apr 13, 19 at 9:47 am
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Old Apr 13, 19, 1:35 pm
  #614  
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Originally Posted by nschmidt68 View Post
............I had an points stay at a Ritz-Carlton, with $1500.00 in ancillary spend........Even after submitting a PDF of the hotel bill, they will "correct" the problem with a seemingly random amount of spend and points. Then I'll send it back again, and they will adjust it to another random amount of spend, never actually the corrected amount.
Count yourself lucky that you didn't get a Customer Care specialist who zeroes both nights and points and claim stay is not eligible. It is a constant struggle to receive correct number of nights/points/promos.

Last edited by TerryK; Apr 13, 19 at 1:40 pm
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Old Apr 14, 19, 11:56 am
  #615  
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Originally Posted by NA-Flyer View Post
If on a 3 night stay, I checked out at 12.10am on the third night. Will the stay still be posted in the account with 3 nights or the nights that will be posted in the account is 2 nights only?
It varies depending how the hotel submits it, in my experience. Assuming you pay for 3 nights, it used to be easy to get SPG customer service to correct your night credits if the automatic post doesn't come through correctly. But with the state of Bonvoy customer service these days, that may be a challenge.
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