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
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
Marriott Bonvoy : Stays/Points not posting [Master Thread]
#271
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,461
I had reservation confirmation email from spg.com as well as BRG/LNF approval email. BRG/LNF can only be booked via spg.com or marriott.com. Nevertheless, Rewards rep didn't consider those as proof and still insisted that I booked via third party. After I finally got one-time-exception, that Rewards rep ended phone call with "please be sure to book direct next time in order to receive stay/points credit". I didn't want to argue further as my account received one-time-exception.
#273
Join Date: Jan 2010
Location: LAS, ZQN
Programs: UA PP (2MM), BA gold
Posts: 2,170
Did you book your stay on spg.com but stayed after system migration? I had same issue where my BRG approved rate was from spg.com but system migration changed it to third party rate. I finally got a one-time-exception after multiple emails and phone calls, albeit with less points than I should have received. Both the hotel and Rewards rep insisted that I booked via third party and do not qualify for stay/points credit. I asked them which third party I booked from but they kept repeating that I booked via third party without identifying which third party.
Not worth my time to call and maybe get credit as points worth crap now and I do not have enough stays to make a difference. I have moved my primary hotel to ICH - Hilton and others next. Free agent!
#274
Update to post #218 : I heard back from the hotel, which told me that after the merger it is unable to adjust the points for a past stay. So go ahead and add to the list of things that phone rep didn't understand: the "solution" of opening a ticket with the hotel doesn't solve anything.
I tried again today and got a different phone rep who told me to send the folio to research@starwoodhotels, so I've done that. But Lurkers (if you're monitoring this thread) - wasn't there some person we could contact by phone to fix this? I thought from the posts above that calling in was the recommended method for fixing problems like this.
I tried again today and got a different phone rep who told me to send the folio to research@starwoodhotels, so I've done that. But Lurkers (if you're monitoring this thread) - wasn't there some person we could contact by phone to fix this? I thought from the posts above that calling in was the recommended method for fixing problems like this.
#275
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,643
Clearly the new standard of customer service is that of the horrible rep I spoke with today, who told me:
- the hotel is always right, not the customer
- the published terms and conditions mean whatever she interprets them to mean
- if I challenge her, she will write disparaging remarks in my account
I would be ready to abandon ship here but for my relationship with a number of excellent legacy starwood hotels I visit frequently - anyone have any experience migrating to Hyatt?
- the hotel is always right, not the customer
- the published terms and conditions mean whatever she interprets them to mean
- if I challenge her, she will write disparaging remarks in my account
I would be ready to abandon ship here but for my relationship with a number of excellent legacy starwood hotels I visit frequently - anyone have any experience migrating to Hyatt?
Now, on to your next question. I've been with SPG/Marriott since 2001. I have over 1.7 million points and have earned lifetime Platinum status with Marriott, meaning that I get lounge/breakfast included for me, which is the most important benefit to me. In other words, I've been pretty loyal.
But in January, I'm moving to Hyatt. I had already made that decision before the screw-up regarding my stay not posting. In fact, there was no single incident that drove me over the edge. Rather, it was simply the slow decline of Marriott benefits and the recent increases to Hyatt's Globalist status (Yes, I'm moving to Hyatt even with the ridiculous names they gave their elite levels.). It's also nice to be able to earn elite nights even more easily with the Hyatt credit card than I do with Marriott.
Lesson to hotels: You can cut back a benefit, save some cash and customers probably won't notice. Then, you can cut back another benefit, save some cash and consumers still may not notice. But there will be a tipping point at which you cut an amenity to save a few pennies and the customers say "enough is enough." Believe it or not, we do pay attention to the value that we receive.
Mike
#276
Join Date: Apr 2017
Posts: 74
Have you had any luck with the follow up? Im in a similar scenario with a stay at a St Regis during the system change 3 night post and 3 pre. I got one folio posted so am missing the first three nights and like you got no room points just points on some incidental spend. Have got absolutely no where - latest I got was that the folio and points have posted and they are pleased to have been of assistance. But this was the original incorrect one and nothing changed. So basically six night at a St Regis has earned me 3 nights and 550 (3 drinks at the bar) base points and delayed me earning my 75 nights
Lesson to hotels: You can cut back a benefit, save some cash and customers probably won't notice. Then, you can cut back another benefit, save some cash and consumers still may not notice. But there will be a tipping point at which you cut an amenity to save a few pennies and the customers say "enough is enough." Believe it or not, we do pay attention to the value that we receive.
Mike
Mike
#277
Join Date: Feb 2017
Location: NYC
Programs: B6 Mosaic, Marriott Platinum
Posts: 119
Having the same issue for a St Regis stay. The hotel cant send me the folio for 12/10-12/11 portion of the stay and havent yet gotten credit for that night...Banging my head against the wall.
#278
Join Date: Apr 2018
Programs: Marriott Lifetime Titanium, American Airlines Platinum, Hertz President's Circle
Posts: 37
What's the deal with clicking "Download Bill" for a particular stay just redirecting to the Activity page rather than downloading the bill? I'm seeing this happen more and more.
#279
Join Date: Oct 2010
Location: TX
Programs: SPG Platinum, Southwest Rapid Rewards A-List, HHonors Gold
Posts: 252
Anyone else not getting credited for December stays?
Its like my account was frozen in December. Ive had 3 stays in December and nothing has been posted. Ive provided my folio and have gotten the standard 10 business days to look into this but it has been radio silent. Am I alone here?
#281
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Tit LTP
Posts: 1,920
#282
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,461
No luck at all. I emailed research@starwoodhotels on December 6 and got an automatic reply email saying that it can take "up to 10 business days for a response." Still haven't heard back, and it's now been something around 12-13 business days (depending on how you count Christmas Eve - I won't hold that against Marriott, but 10 business days expired on the 20th anyway). I'm not optimistic that I'll hear back within the next few months even, but I'm willing to be pleasantly surprised......
Last edited by TerryK; Dec 27, 2018 at 6:32 am
#283
Join Date: Sep 2010
Location: CDG
Programs: Emirates Gold, Delta Gold, Bonvoy Plat
Posts: 338
I hope they ll take this into account for the elite gift choice. As per T&Cs you have to chose by 15th or 16th of January if I recall correctly. But if the end of December stay does not post on time some may wont be able to chose the gift and get the 5 SNAs automatically ... I ll hit the 75 nights on 30 th of December and would like the free night .
#284
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
I still haven't had a 6 night stay from early November posted. I got the 10 days email three weeks ago and still not a peep. Waiting till after the holidays to try again. Very poor customer service IMHO.