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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 Feb 5, 2019, 5:33 am
  #406  
 
Join Date: Mar 2013
Programs: UA 1MM; Marriott LT Titanium
Posts: 678
Originally Posted by margarita girl


Anytime you make a reservation, your points total is on the confirmation email. You might be able to piece it together that way.

Don’t you just love Marriott IT? (PS, it’s time to start a spreadsheet, otherwise it’s on you to prove you are owed points.)
Thanks, I found my year end review and the point total was lower so I'm confident now that the points posted.

Too lazy to keep a spreadsheet, I hit the lifetime plat premier milestone and have already shifted all my stays to Hyatt for this year
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Old Feb 5, 2019, 8:32 am
  #407  
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Originally Posted by awu25
Booked a points/cash stay in a Marriott about half a year ago (1 night points, 2 nights cash). Recently made a change to reduce it to 2 nights (cash). Account shows activity of "Standard Redemption Rate, Cancelled 0 Rewards - +0 points". Ambassador says points were returned. I don't regularly check my account balance so unfortunately do not remember the amount prior to the edit. Any other way to confirm that the points were returned to my account?
This seems to be the standard display now, which I agree is annoying. If it's any consolation, any time I've cancelled points bookings in the past few months (after we got out of the very worst phase of IT glitches), the points have in fact come back, so most likely you're okay. But if you're not, I guess you'll never know...


Originally Posted by margarita girl
Well, well, well. Guess who is responsible for missing points. I wrote Le Meridien re a missing stay from a week ago. I received this reply a few hours later.

Missing Starwood.
Email the Lurkers -- [email protected] . They were able to help me in a similar situation. (Which literally no one else at Marriott was willing/able to help with, but at least we still have them for now anyway...)
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Old Feb 5, 2019, 8:49 am
  #408  
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Originally Posted by bgriff
Email the Lurkers -- [email protected] . They were able to help me in a similar situation. (Which literally no one else at Marriott was willing/able to help with, but at least we still have them for now anyway...)
Got my Ambassador's Assistant (me) to call SPG. Points/stay have now posted.

My point was that I always thought it was the hotels that were at fault when points don't post, but seems we should be pointing the finger directly at Marriott's stellar IT.
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Old Feb 5, 2019, 9:00 am
  #409  
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Originally Posted by margarita girl
Got my Ambassador's Assistant (me) to call SPG. Points/stay have now posted.

My point was that I always thought it was the hotels that were at fault when points don't post, but seems we should be pointing the finger directly at Marriott's stellar IT.
Any time you have more than one group servicing a customer, finger pointing will happen. That's the next step after making up rules to get you off the phone. It's very rare when I find a CSR that is willing to own a problem and get it resolved. We won't see that again until the beancounters get out of the support business. There are no good metrics that can be put on support until you bring in the customer perspective. Then CSRs will benefit from seeing a problem through to resolution and respond to customer issues. Keeping the view on internal departments is destined for failure.
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Old Feb 5, 2019, 11:48 am
  #410  
 
Join Date: Nov 2001
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Originally Posted by RogerD408
It's very rare when I find a CSR that is willing to own a problem and get it resolved.
I lucked into that person yesterday.

Points hadn't posted from a mid-January stay at the Orlando World Center Marriott (which didn't surprise me, they never do for me.)

Submitted the missing stay request. First response (within 24 hours of the submission) had the correct nights, but incorrect points amount. Replied to the first response, with a detailed calculation by me of the correct number of points. Points increased, but not the correct amount. Second Missing Stay agent (I had given up on the first) said the points had already posted. Replied indicating that not the correct number of points had posted (with the same detailed calculation). Response? "Our calculation is correct as you don't earn points on taxes." (They had deducted seven nights of taxes, my stay was for five nights.)

First call into Customer Service was answered quickly, and the agent did a quick calculation which agreed with mine. Fixed within 10 minutes on the phone, but it's sad that the first two agents in the Missing Stay department had no clue as to what they were doing.
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Old Feb 10, 2019, 9:11 am
  #411  
 
Join Date: Dec 2007
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Originally Posted by Starwood Lurker IV
If you would like us to check for you, please send us your information and the screenshot of APP to below email address.

Please let us know if you need further assistance.

Best Regards,

Abbey Liu

Specialist, Social Media
Marriott International
[email protected]
I have updated the APP today and everything is going well in posting. Thanks.
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Old Feb 10, 2019, 10:58 am
  #412  
 
Join Date: Feb 2017
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Originally Posted by ethernal
I have to say this is getting ridiculous. 3 out of the past 4 travel weeks I have had failures:

Sheraton Grand Phoenix- Nov 14-15 - Points failed to post (submitted request, resolved)
Westin Phoenix - Dec 3 through 6 - Points failed to post - active request pending
Nines Portland (Luxury Collection) - Dec 11 through 13 - Points posted, except they are wrong. I only received points for the minibar charges (which were actually charged on a subsequent reservation but somehow got reassigned to this one...) and not the room rate. On a positive note, the megabonus posted correctly. Fingers crossed on the next night..

I feel like I shouldn't have to baby Marriott to get points posted. This is becoming an ordeal. At some point it crosses from incompetence to just downright negligence.
Update: the above issues are resolved.

Unfortunately...

Westin Cancun - 4 days (and points for eligible purchases) did not post
Nines Portland - Points fully posted but missing 1 of 4 days night credit.

Amazingly they are not even consistent on how they fail to post. Sometimes they don't post at all, sometimes they post nights but not points, and sometimes I get points but not nights. What a mess.
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Old Feb 12, 2019, 1:41 am
  #413  
 
Join Date: Sep 2005
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Points from a January stay at the W New York Union Square (which is the property I typically stay at) didn't post after 10 days. Called them yesterday and the customer service representative posted them directly for me. She missed the Platinum gift bonus points though so she had to manually add them as a separate bonus... we'll see if they make it.
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Old Feb 13, 2019, 5:09 am
  #414  
 
Join Date: Nov 2018
Programs: Lufthansa Senator, Marriott Platinum with ambassador, occasional HH Gold
Posts: 22
40 nights just disappeared in Nov previous yr from my annual MR

Mailed my ambassador and she forwarded it to IT, I followed up with her more than once on the issue, and every time got the response that there still hasn’t been a response to it, my previous ambassador left SPG the first week of August and my current one couldn’t be less personal

any advice ? For how long can I keep requesting missing nights ?

I was at appr 164 nights pre report and checked in at 120 in

Interestingly though my pts remained the same

Its about getting the lt status for me in this case
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Old Feb 15, 2019, 1:02 pm
  #415  
 
Join Date: Aug 2014
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I've been a Marriott Marquis/Rewards/Bonvoy customer since 1989. When SPG and Marriott accounts were linked/combined they lost the history of my Marriott account. They now tell me that my years as a Marriott Marquis Platinum member don't count because they got rid of that program. Did anyone else have this problem? Do your Marquis years count towards LIFETIME years or is lifetime reset every 10-20 years in Marriott years? I've tried twitter DMs and they are talking in circles. Do I have any other recourse? (I hope this is the proper place to ask this)
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Old Feb 16, 2019, 7:15 am
  #416  
 
Join Date: Feb 2019
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I didn't get credit for 2 recent stays. Both were prepaid, one with credit card and other with points. I didn't check-in so I don't have a receipt from the stay. Filed missing stay request for one, will soon file for the other. In email thread with Marriott I provided confirmation/receipt I got after prepay. They asked for receipt from stay so I had to explain again that I never checked in. This has taken too many messages back and forth. Perhaps one day it will be resolved.

I wonder if missing stays for prepaid but did not check in is a common problem with Marriott.
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Old Feb 16, 2019, 7:27 am
  #417  
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Originally Posted by mdcallag
I didn't get credit for 2 recent stays. Both were prepaid, one with credit card and other with points. I didn't check-in so I don't have a receipt from the stay. Filed missing stay request for one, will soon file for the other. In email thread with Marriott I provided confirmation/receipt I got after prepay. They asked for receipt from stay so I had to explain again that I never checked in. This has taken too many messages back and forth. Perhaps one day it will be resolved.

I wonder if missing stays for prepaid but did not check in is a common problem with Marriott.
Welcome to FlyerTalk!

I'm not 100% sure, but I don't know that you're entitled to points for a stay where you no-showed, either under the old SPG/Marriott programs or the current program.
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Old Feb 16, 2019, 7:36 am
  #418  
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Originally Posted by mdcallag
I didn't get credit for 2 recent stays. Both were prepaid, one with credit card and other with points. I didn't check-in so I don't have a receipt from the stay. ..............They asked for receipt from stay so I had to explain again that I never checked in..........I wonder if missing stays for prepaid but did not check in is a common problem with Marriott.
It is not a problem as you are not entitled to credit if you never checked in. Marriott system functions correctly.
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Last edited by TerryK; Feb 16, 2019 at 7:46 am
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Old Feb 16, 2019, 7:53 am
  #419  
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Originally Posted by MadMadso
I've been a Marriott Marquis/Rewards/Bonvoy customer since 1989.........They now tell me that my years as a Marriott Marquis Platinum member don't count because they got rid of that program............
What is Marriott Marquis program? Did it predate Marriott Rewards program?
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Old Feb 17, 2019, 6:39 am
  #420  
 
Join Date: Dec 2007
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I completed a (2 rooms x 4 Nights) stay in a Four Points property. Each room was under a separate reservation. Both reservations were under my name.

One of the rooms stay got posted in my account immediately. The other one was not!

What I should do to have the second room stay get posted in my account? Will I get elite qualification nights for the second room or just the stay points+ Premium elite bonus points?
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