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 9, 2019, 8:16 pm
#556
Join Date: Aug 2007
Location: Truth or Consequences, NM
Programs: HH Diamond, Marriott Titanium, Hertz President's Circle, UA Silver, Mobile Passport Unobtanium
Posts: 6,192
Mar 12, 2019, 9:38 am
#558
Join Date: Oct 2018
Programs: Mileage Plus, Marriott Rewards, Southwest Rapid Rewards
Posts: 686
Got a new one (for me anyway).
Sheraton Four Points Kansas City Airport. Stay was last Wednesday.
The night and points have posted, but the hotel bill hasn't. Nor did I get one emailed to me after checkout. If I click to download the hotel bill on the Marriott site, it just loops me back to a list of my stays.
Hasn't hit my expense report yet either.
Anyone had a similar issue? This was my first stay at an old SPG property, never had this issue with legacy Marriott properties.
Sheraton Four Points Kansas City Airport. Stay was last Wednesday.
The night and points have posted, but the hotel bill hasn't. Nor did I get one emailed to me after checkout. If I click to download the hotel bill on the Marriott site, it just loops me back to a list of my stays.
Hasn't hit my expense report yet either.
Anyone had a similar issue? This was my first stay at an old SPG property, never had this issue with legacy Marriott properties.
Mar 13, 2019, 3:28 am
#559
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,828
My stay at Courtyard Taipei has been posted. The 3 nights posted correctly and I earn no points at all other than 500 welcome bonus.
The stay is using point, but I do have expenses, breakfast at restaurant and laundry.
Shouldn't the char for breakfast is an eligible spending that should earn points?
I thought the point posted by system why they cannot tell what should be posted.
The stay is using point, but I do have expenses, breakfast at restaurant and laundry.
Shouldn't the char for breakfast is an eligible spending that should earn points?
I thought the point posted by system why they cannot tell what should be posted.
Mar 13, 2019, 6:15 am
#560
Join Date: Dec 2004
Programs: Globalist, Marriott Plat, various sundry
Posts: 984
Cash and points stay, no stay credit posted, customer rep claims no points
I had a stay checking out Feb 19th from ITC Mughal (Luxury Collection), Agra. It was a cash and points stay under the old SPG system ($35 plus 2000 Starpoints). I put in a missing request form but the hotel has not provided me a bill in spite of three emails requesting it.
I called the customer line and the rep claimed that I don’t get credit for the stay, or any spend associated with it (like a third party stay). Is this a HUACA situation?
I called the customer line and the rep claimed that I don’t get credit for the stay, or any spend associated with it (like a third party stay). Is this a HUACA situation?
Mar 13, 2019, 7:03 am
#561
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
I had a stay checking out Feb 19th from ITC Mughal (Luxury Collection), Agra. It was a cash and points stay under the old SPG system ($35 plus 2000 Starpoints). I put in a missing request form but the hotel has not provided me a bill in spite of three emails requesting it.
I called the customer line and the rep claimed that I don’t get credit for the stay, or any spend associated with it (like a third party stay). Is this a HUACA situation?
I called the customer line and the rep claimed that I don’t get credit for the stay, or any spend associated with it (like a third party stay). Is this a HUACA situation?
Mar 13, 2019, 9:53 am
#562
Join Date: May 2016
Location: Brooklyn, NY
Programs: DL Platinum, UA Silver, Marriott Titanium, Hilton Diamond
Posts: 136
Seven days since I requested a folio for a stay, because I never got one via email. Requested both through the website and Twitter DM, and still no folio.
Of course, the only reason I'm even asking for one is because my stay never posted. I even pre-emptively requested the folio before the 10-day window, knowing by day 5 that my stay wasn't going to post.
Of course, the only reason I'm even asking for one is because my stay never posted. I even pre-emptively requested the folio before the 10-day window, knowing by day 5 that my stay wasn't going to post.
Mar 14, 2019, 10:06 am
#563
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
So this was a stay from 2/23-2/24. After the waiting period I went to go and fill out the missing stay request but realized I didn't have an electronic copy of my bill. So I decided to wait until I was back home from a trip to Europe. The stay finally posted on its own on 3/12
Mar 15, 2019, 11:34 am
#564
Join Date: May 2016
Location: Brooklyn, NY
Programs: DL Platinum, UA Silver, Marriott Titanium, Hilton Diamond
Posts: 136
So you're telling me there's still a chance! My stay was from 2/28-3/2, so maybe it will post next week! Still don't have a copy of my folio 9 days after requesting it and raising the issue through Twitter DMs several times, so I still can't even file a missing stay request.
Mar 15, 2019, 11:40 am
#565
Join Date: Aug 2005
Location: Brooklyn
Programs: Delta Diamond, Bonvoy something good; sometimes other things too
Posts: 5,050
So you're telling me there's still a chance! My stay was from 2/28-3/2, so maybe it will post next week! Still don't have a copy of my folio 9 days after requesting it and raising the issue through Twitter DMs several times, so I still can't even file a missing stay request.
That said I have seen legacy SPG brand stays outside North America take up to 15 days to post lately (perhaps others would have taken even longer but I got sick of waiting and submitted missing stay claims). My experience with legacy Marriott brand stays has been better but you never know.
Mar 15, 2019, 2:27 pm
#566
Join Date: May 2016
Location: Brooklyn, NY
Programs: DL Platinum, UA Silver, Marriott Titanium, Hilton Diamond
Posts: 136
Well, lesson learned. Before I even saw your post, I emailed the hotel directly for the folio. I had a response and my folio within an hour.
So what the heck was Marriott customer service doing for the past nine days?
So what the heck was Marriott customer service doing for the past nine days?
Mar 15, 2019, 3:42 pm
#567
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
Back in my days of support, I spent a lot of time explaining to customers they may have the privilege of drilling down on their one problem, we have to shift gears as soon as the phone rings again. We had to write it up as quickly as we could and pass it on to the offline support group and/or the product lab.
Mar 16, 2019, 8:24 am
#568
Join Date: Aug 2007
Location: Truth or Consequences, NM
Programs: HH Diamond, Marriott Titanium, Hertz President's Circle, UA Silver, Mobile Passport Unobtanium
Posts: 6,192
Missing stay from 3 March, submitted request for points/night credit on 14 March. Resolved today. ^
Mar 17, 2019, 7:26 am
#570
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.
Dear XXXX,
Thank you for your reply.
I apologize for the delay and confusion on our end. The last representative was wrong, of course this hotel is participating. I see your stay was added the day following your reply.
Please reply if I can assist you further.
Thank you for being a Titanium Elite member!
Sincerely,
XXXXXX.
Loyalty Care Email
Salt Lake Customer Engagement Center
910 Legacy Way Suite 100
Midvale, UT 84047-5765
USA
