Oct 2, 2018, 4:57 pm
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]
Mar 7, 2019, 9:37 am
#542
Join Date: Nov 2001
Location: GEG
Programs: Marriott Lifetime Platinum, Hilton Diamond, Lifetime SkyClub, AS MVP
Posts: 2,409
There's no rhyme or reason to the amount of time it takes for missing stay requests to be processed.
Just be sure to watch the points calculation closely once it is done, since my limited experience for missing stays in January at full service Marriott hotels is that both stays had a significant number of missing points (miscalculation of room taxes, not taking into account qualifying incidental spend.)
Just be sure to watch the points calculation closely once it is done, since my limited experience for missing stays in January at full service Marriott hotels is that both stays had a significant number of missing points (miscalculation of room taxes, not taking into account qualifying incidental spend.)
Mar 7, 2019, 10:21 am
#543
Join Date: Apr 2017
Location: Bay Area - East Bay
Programs: UA 1k, AS 75k, Marriott Platinum, Hyatt Explorist
Posts: 641
Submitted for two missing stays yesterday, in the auto-response confirmation email there was this line:
"We are experiencing higher than normal email inquiries. "
"We are experiencing higher than normal email inquiries. "
Mar 7, 2019, 10:29 am
#544
FlyerTalk Evangelist
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
Mar 7, 2019, 10:59 am
#545
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,620
There's no rhyme or reason to the amount of time it takes for missing stay requests to be processed.
Just be sure to watch the points calculation closely once it is done, since my limited experience for missing stays in January at full service Marriott hotels is that both stays had a significant number of missing points (miscalculation of room taxes, not taking into account qualifying incidental spend.)
Just be sure to watch the points calculation closely once it is done, since my limited experience for missing stays in January at full service Marriott hotels is that both stays had a significant number of missing points (miscalculation of room taxes, not taking into account qualifying incidental spend.)
Mar 7, 2019, 12:52 pm
#546
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,620
I filled out the missing stay form last night before bed (~3AM ET) and 8 minutes later I received a response and the stay posted to my account. UNFORTUNATELY, the rep only put in for 1 night, not the full duration of the stay. ::facepalm:: So, I had to call in to get that straightened out. Website still not showing the right info, but I'll give it 24 hrs and see what happens next.
Mar 7, 2019, 12:59 pm
#547
Join Date: May 2017
Location: BCN/STL
Programs: Marriott Titanium, United Silver, SW A List Preferred
Posts: 42
As a follow up to my original post, I got an email this morning (before I'd had a chance to call) stating that they had looked into it and confirmed my stay. I was told that my points/nights would post within 24-48 hours. Basically this falls in line with what laxmillenial said up above. I checked on the app, and the nights had already posted. It looked like some, but not all, of the points, had also posted.
When I was able to look it up on a computer so I could see the breakdown, I realized that the missing points were tied to skipping housekeeping. I know that others have complained about those not posting in the past, though I've never had that problem (and, I've stayed at this specific property a half dozen times, so I don't think it's just them opting out). Given that it's been two weeks, I feel like it would sort of be my word against the property as to whether I hung the door tag, and I don't think it's worth the 1,500 points to get bothered about. But, definitely something I'll be keeping an eye on during upcoming stays.
Thanks all for chiming in with your experiences.
When I was able to look it up on a computer so I could see the breakdown, I realized that the missing points were tied to skipping housekeeping. I know that others have complained about those not posting in the past, though I've never had that problem (and, I've stayed at this specific property a half dozen times, so I don't think it's just them opting out). Given that it's been two weeks, I feel like it would sort of be my word against the property as to whether I hung the door tag, and I don't think it's worth the 1,500 points to get bothered about. But, definitely something I'll be keeping an eye on during upcoming stays.
Thanks all for chiming in with your experiences.
Mar 8, 2019, 4:53 am
#549
Join Date: Aug 2015
Programs: AA PLT PRO, Hilton Diamond, Marriott Plt. Premier
Posts: 587
Put in a missing stay request 5 days ago for a 5 night stay at the Sheraton Salt Lake - got a reply this morning :
"The hotel indicated in your email is not a Marriott property, nor is it part of the Marriott family of hotels affiliated with Marriott Bonvoy or Marriott International. As such, Marriott Bonvoy points, miles and Elite nights cannot be earned for staying at this hotel."
Really it was the week before and the week after !! I replied to that email once again attaching my porfolio and also resubmiited the request online.
What a hassle.
"The hotel indicated in your email is not a Marriott property, nor is it part of the Marriott family of hotels affiliated with Marriott Bonvoy or Marriott International. As such, Marriott Bonvoy points, miles and Elite nights cannot be earned for staying at this hotel."
Really it was the week before and the week after !! I replied to that email once again attaching my porfolio and also resubmiited the request online.
What a hassle.
Mar 8, 2019, 5:29 am
#550
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Put in a missing stay request 5 days ago for a 5 night stay at the Sheraton Salt Lake - got a reply this morning :
"The hotel indicated in your email is not a Marriott property, nor is it part of the Marriott family of hotels affiliated with Marriott Bonvoy or Marriott International. As such, Marriott Bonvoy points, miles and Elite nights cannot be earned for staying at this hotel."
"The hotel indicated in your email is not a Marriott property, nor is it part of the Marriott family of hotels affiliated with Marriott Bonvoy or Marriott International. As such, Marriott Bonvoy points, miles and Elite nights cannot be earned for staying at this hotel."
Mar 8, 2019, 10:19 am
#551
Join Date: Nov 2001
Location: GEG
Programs: Marriott Lifetime Platinum, Hilton Diamond, Lifetime SkyClub, AS MVP
Posts: 2,409
Second time I submitted a missing stay request (late February), I waited about a week for the response (also with an incorrect number of points).
The only constant for this Titanium is the incorrect number of points being calculated by the group responsible for posting stays and calculating points.
Mar 8, 2019, 3:23 pm
#552
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
How about this one. I submitted a missing stay request for a Sheraton. Marriott phone rep insisted that my stay has been posted by pointing to a St Regis credit for a close in date. Then she explained that Sheraton is part of St Regis brand so Sheraton stays posts under St Regis. 
No, they were two different stays.
Mar 9, 2019, 9:11 am
#553
Join Date: Feb 2002
Location: DUB/ORD/SIN/PVG
Programs: EI AerClub Concierge, EK Gold, BA Gold, BD Gold (Retired), HHonors Diamond, Bonvoy Lifetime Gold
Posts: 2,923
I had a 5 night award stay with some f&b charges that didn't post, filled in the form and the reply was that there were no eligible charges. I replied that it was an award stay and there were restaurant and room service charges. Next I was told to send the "full folio" to get credit. I replied that what I had sent was the "full folio" and since it was an award stay there was no cost for the room. Then it was back to saying there were no eligible charges and referring me to the T&Cs. I had to quote the relevant T&C back to the agent and finally points were posted so I guess the charges were eligible after all.
But only 1 night credit out of 5 was posted even though the dates were clearly on the folio. Now I'm told they are contacting the hotel to verify because they are unable to see the reservation in their system. 5 emails and over a week later and it's still not resolved.
But only 1 night credit out of 5 was posted even though the dates were clearly on the folio. Now I'm told they are contacting the hotel to verify because they are unable to see the reservation in their system. 5 emails and over a week later and it's still not resolved.
Mar 9, 2019, 1:03 pm
#554
Join Date: Oct 2009
Location: YXU / YUL
Programs: AA LT Gold, Aeroplan, Marriott Titanium (LT Platinum), HH Diamond
Posts: 407
Don't give up! I ended up complaining to [email protected] and a few days later received a reply from the original agent, quoting the customer care email, announcing that the nights had been posted. They also thanked me for letting them know that it was an award stay, as if that was the issue. I didn't bother to say that I had told them that 5 emails ago! 
If all else fails, the lurkers here are a great help.
If all else fails, the lurkers here are a great help.
Mar 9, 2019, 8:01 pm
#555
Join Date: Apr 2001
Location: NYC
Programs: Delta DM 1MM, AA Plat 2 MM, Marriott Ambassador & LTP, JetBlue Mosaic 4, Hilton Gold, United Silver
Posts: 264
So they missed my 1000 checkin/amenity points. Isn't that an automatic $100 for failing to meet an elite benefit?
-Shaown
-Shaown