SPG award nights not posting - how to request without a bill?
Dec 2, 2018, 4:57 pm
#16
Join Date: Apr 2004
Programs: AA plt 2 mm, Marriott LTT, HH dia
Posts: 1,215
If you have a copy of the reservation confirmation, I would just forward it to one of the SPG Lurkers. They can probably fix it for you. It is [email protected].
Dec 5, 2018, 7:24 pm
#17
FlyerTalk Evangelist
Original Poster
Join Date: Jul 2003
Location: Florida
Posts: 29,754
I called the properties today.
The FD manager at SOTP said it takes a month these days to get stay posted... but he promptly sent me the Folio while we were on the phone. He also gave me his email address in case I need to follow up.
The lady at 4Ps at Brisbane did not transfer me to the FD manager or supervisor but took down my stay information, then located it in the system. Instead of sending me a copy of the folio, she said she would send me an email shortly then hang up on me!
45min later I got an email from a "solution agent" of the property, forwarding me an auto-reply to them from Marriott "Stay Add" service with a case number, when I asked for a Folio..
I will group the supporting docs together with the confirmation emails of the bookings, and then email SPG Lurkers instead.
The FD manager at SOTP said it takes a month these days to get stay posted... but he promptly sent me the Folio while we were on the phone. He also gave me his email address in case I need to follow up.
The lady at 4Ps at Brisbane did not transfer me to the FD manager or supervisor but took down my stay information, then located it in the system. Instead of sending me a copy of the folio, she said she would send me an email shortly then hang up on me!
45min later I got an email from a "solution agent" of the property, forwarding me an auto-reply to them from Marriott "Stay Add" service with a case number, when I asked for a Folio..
I will group the supporting docs together with the confirmation emails of the bookings, and then email SPG Lurkers instead.
Dec 11, 2018, 1:35 pm
#18
FlyerTalk Evangelist
Original Poster
Join Date: Jul 2003
Location: Florida
Posts: 29,754
After giving the properties another week and then some but still nothing shows up, I sent an email to [email protected] yesterday.
Got a reply from a Social Media Specialist who I believe is based in China judging by the last name and the time of response (4am EST), that she was able to manually post the 5 nights stay at 4Ps Brisbane successfully but the attempt to post the 5 nights stay at SOTP Sydney got a system error. She said she would try later and would let me know.
The only difference I can see is, 4Ps actually made a mistake in the folio which had the daily amount the property billed back to the loyalty program (very low as we all know when hotel is not 93% or above full), while the SOTP folio was total 0. As a result the 4Ps stay actually generates some pts that should not have been while the SOTP stay got a system error! This may be SPG properties unique issues as my stays in Hong Kong all did not have any dollar value but they are Marriott properties and all posted correctly.
So 5 down and 5 to go... Such a battle to get things working the way they should have been...
Got a reply from a Social Media Specialist who I believe is based in China judging by the last name and the time of response (4am EST), that she was able to manually post the 5 nights stay at 4Ps Brisbane successfully but the attempt to post the 5 nights stay at SOTP Sydney got a system error. She said she would try later and would let me know.
The only difference I can see is, 4Ps actually made a mistake in the folio which had the daily amount the property billed back to the loyalty program (very low as we all know when hotel is not 93% or above full), while the SOTP folio was total 0. As a result the 4Ps stay actually generates some pts that should not have been while the SOTP stay got a system error! This may be SPG properties unique issues as my stays in Hong Kong all did not have any dollar value but they are Marriott properties and all posted correctly.
So 5 down and 5 to go... Such a battle to get things working the way they should have been...