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How difficult it is for MR to credit 1k missing points - a hilarious Email exchange

How difficult it is for MR to credit 1k missing points - a hilarious Email exchange

Old Dec 19, 18, 11:53 am
  #1  
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How difficult it is for MR to credit 1k missing points - a hilarious Email exchange

Aside from the bad state of MR with 1/2 the stays not posting at all (or not correctly), getting things fixed is in a state that is tough to describe. >10k points and 1 stay still missing ... trying to track things down have been hilarious and for everyone's amusement I'll post it here. Will likely have to take these issues up with Marriott corporate, doesn't seem that anyone in MR CS reads, comprehends or has the ability to fix things anymore. It is sad

Backstory: Stay at the LHR Renaissance in November. Booked on Marriott.com and adjusted through LNF. Folio had MR account # on it, but credit was not received (actually haven't gotten automatic credit from this hotel ever). So I submitted a missing stay request (actually multiple, only 1 was processed, but that's another story) and they credited it, but not the 1k Plat arrival points. So I wrote back requesting they add that ... and these are the responses I got in the order received ... each time writing back to please read the request and add the 1k points. All I can say ... if this is the level of CS that Marriott thinks a PP should receive ... wow

Subject : Incoming Missing Stay Request [ ]

Dear cfischer,

Thank you for sending a copy of your hotel receipt.

I have added all eligible credit to your Marriott Rewards account from your stay at the Renaissance London Heathrow from Nov. 26 - Nov. 27, 2018. You will see this credit reflected on your online account summary at MarriottRewards.com within 15 minutes.

If I can be of further assistance, please reply to this message.

Thank you for choosing Marriott.

Sincerely,


Marriott International

This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

Subject : Incoming Missing Stay Request [ ]

Hello cfischer,

Thank you for contacting Marriott Rewards regarding your recent stay at Renaissance London Heathrow Hotel. We hope you enjoyed your visit with us.

We have been unable to process your request as the hotel bill we received did not include some vital information. Please reply with the dates of the stay, and the name in which the reservation was booked. To help expedite this request process, please provide us with a copy of the itemized folio that you received upon check out that shows all the charges to your room.

We apologize for any inconvenience and appreciate your understanding. If you have additional questions about this matter, please contact our customer service department at:

http://www.marriott.com/rewards/customer-support.mi

Sincerely,
Marriott Rewards Guest Services

This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.

Subject : Re: Incoming Missing Stay Request [ ]

Dear cfischer,

Their is a technical issue here, so we cannot process your request
Please contact the hotel directly.


Regards,
Marriott Customer Care

Betreff : Incoming Missing Stay Request [ ]

Hello cfscher,

Thank you for contacting Marriott Rewards regarding your recent stay at Renaissance London Heathrow Hotel. We hope you enjoyed your visit with us.

We appreciate the chance to help you with your account. While researching your request, we found that our records indicate that your stay has already posted to your Marriott Rewards account. You can view this stay on your online account summary at MarriottRewards.com.

Generally, if a hotel has your account number on file, your stay will post to your account within ten days after check-out. For those stays that are located outside the United States please allow up to four weeks for properties to post your stays.

If you have additional questions about this matter, please contact our customer service department at:

http://www.marriott.com/rewards/customer-support.mi

Thank you for choosing Marriott.

Sincerely,
Marriott Rewards Guest Services

This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.
Hello cfischer,

Thank you for contacting Marriott Rewards regarding your recent stay at Renaissance London Heathrow Hotel. We hope you enjoyed your visit with us.

We appreciate the chance to help you with your account. While researching your request, we found that the charges on this receipt were booked using a travel industry rate. Travel industry rates are wholesale rates which do not qualify for any Marriott Rewards earnings, including points, airline credit, and Elite Nights.

This information is visible by clicking on the following link for the Marriott Rewards online terms and conditions.

http://www.marriott.com/rewards/terms/earning.mi

If our records show that stays booked using a travel industry rates were incorrectly posted to your account in the past. Credit for these ineligible stays that have already posted to your account will remain on your account; however, I apologize that I can’t manually add stays that were booked using these ineligible rates.

We apologize for any inconvenience and appreciate your understanding. If you have additional questions about this matter, please contact our customer service department at:

http://www.marriott.com/rewards/customer-support.mi

Thank you for choosing Marriott.

Best Regards,
Marriott Rewards Guest Services

This communication contains information from Marriott International, Inc. that may be confidential. Except for personal use by the intended recipient, or as expressly authorized by the sender, any person who receives this information is prohibited from disclosing, copying, distributing, and/or using it. If you have received this communication in error, please immediately delete it and all copies, and promptly notify the sender. Nothing in this communication is intended to operate as an electronic signature under applicable law.
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Old Dec 19, 18, 12:39 pm
  #2  
 
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Had to contact HHonors this morning regarding a similar issue (missing 1K points from app offer); CSR issued me the points after a brief two-minute phone call/conversation. I do miss HHonors in this respect.
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Old Dec 19, 18, 1:45 pm
  #3  
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Originally Posted by fozziedoggie View Post
Had to contact HHonors this morning regarding a similar issue (missing 1K points from app offer); CSR issued me the points after a brief two-minute phone call/conversation. I do miss HHonors in this respect.
yeah, I am thinking about returning to HH for 2019 if this nonsense continues. Should be a simple fix and they spent time to come up with 1 hilarious reason after another ... got to be a joke.
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Old Dec 19, 18, 1:55 pm
  #4  
 
Join Date: Sep 2008
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Yup I have tried about 5 times to get my elite birthday night credit which didn't post, even though I have and had all correct options selected and got the credit in previous years, It's just not happening....
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Old Aug 12, 19, 5:20 am
  #5  
 
Join Date: Dec 2008
Location: South Korea
Posts: 984
Recently had a stay where everything but my platinum amenity points (1000) posted.
Trying to figure out how to get this fixed...
1. http://www.marriott.com/rewards/customer-support.mi <-- this link no longer works
2. The 'missing stay request' on bonvoy website is only for stays that are missing in entirety.. not for missing points within
3. Tried contacting the hotel through the email they provided, but it bounced
4. Left a note on bonvoy twitter for which I am getting radio silence.

A part of me just wants to "let go" because it is just 1000 points... But another part of me wants to see this through given the amount of trouble I went through already.
Incorrect posting of points is onething
Not having any avenues to raise this error is another thing that needs to be looked into.

Any insights? TIA!
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Old Aug 12, 19, 5:37 am
  #6  
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Ping the Lurkers? Know it's not the best use of their time, but it's a benefit you should receive, and it seems that all other channels have failed.
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Old Aug 12, 19, 7:58 am
  #7  
 
Join Date: Mar 2017
Posts: 111
Have you tried calling them instead of messaging? Last time I tried messaging, it took them well over a week to even start a conversation. I called them for another points issue and they resolved it in like 2 minutes. Similar tofozziedoggie said about HHonors.

Originally Posted by fozziedoggie View Post
Had to contact HHonors this morning regarding a similar issue (missing 1K points from app offer); CSR issued me the points after a brief two-minute phone call/conversation. I do miss HHonors in this respect.
Oh and also, lurker messaged me about another issue about points and took them 1-2 days but it did resolved the issue. I think calling is still faster. So far I've called about 5 times this year and they always pick up within 30 seconds for me.
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Last edited by jdang; Aug 12, 19 at 8:01 am Reason: More details
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Old Aug 12, 19, 8:42 am
  #8  
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Originally Posted by jaejaez View Post
Recently had a stay where everything but my platinum amenity points (1000) posted.
Trying to figure out how to get this fixed...
1. http://www.marriott.com/rewards/customer-support.mi <-- this link no longer works
2. The 'missing stay request' on bonvoy website is only for stays that are missing in entirety.. not for missing points within
3. Tried contacting the hotel through the email they provided, but it bounced
4. Left a note on bonvoy twitter for which I am getting radio silence.

A part of me just wants to "let go" because it is just 1000 points... But another part of me wants to see this through given the amount of trouble I went through already.
Incorrect posting of points is onething
Not having any avenues to raise this error is another thing that needs to be looked into.

Any insights? TIA!
I know I sound like a broken record, but CALL customer service. You'll have your points in 2 mins.
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Old Aug 12, 19, 6:34 pm
  #9  
 
Join Date: Nov 2001
Location: Toronto, ON
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Originally Posted by margarita girl View Post
I know I sound like a broken record, but CALL customer service. You'll have your points in 2 mins.
I have tried this several times... was told it was individual hotel's problem and to contact them. My time is more valuable than 45 minutes on hold, then this response. Of course YMMV. Email exchange was similar to OP. I have 5 outstanding tickets with Marriott Customer Service and any further follow-up just generates another ticket. I'm sure I've been flagged as a "problem customer" despite being with the program since its inception.
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Old Aug 12, 19, 6:46 pm
  #10  
 
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Originally Posted by yyzflyer View Post
I have tried this several times... was told it was individual hotel's problem and to contact them. My time is more valuable than 45 minutes on hold, then this response. Of course YMMV. Email exchange was similar to OP. I have 5 outstanding tickets with Marriott Customer Service and any further follow-up just generates another ticket. I'm sure I've been flagged as a "problem customer" despite being with the program since its inception.
I have had the same issue with customer service crediting missing points. Pre-2018 Marriott Rewards would take care of a points problem very quickly, but since then bonvOY has to build a missing points docket and forward it to the hotel that didn't issue the points when I called in the first place. It's definitely become more difficult.
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Old Aug 12, 19, 7:05 pm
  #11  
 
Join Date: Jun 2019
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Originally Posted by margarita girl View Post
I know I sound like a broken record, but CALL customer service. You'll have your points in 2 mins.
Or the hotel. I just had this happen with the Ren in LB and they credited me 1000pts in that time. It technically wasn't listed as bonus, but as just like compensation points (like they sometimes give you if they screwed something up in the room), but 1000 points is 1000 points.
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Old Aug 12, 19, 9:30 pm
  #12  
 
Join Date: Apr 2015
Posts: 111
So, this just points to the inconsistencies of Marriott customer service.

Recently (last week) I noticed that I had my last three stays missing the 1000 pt arrival gift (another inconsistency, of course).

So, I called customer service, told them the hotels, and the dates, and it was fixed within 5 minutes.

That some can't get this through done through customer service is just ridiculous. Just as ridiculous as not getting the points in the beginning.
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Old Aug 12, 19, 11:11 pm
  #13  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
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Originally Posted by jaejaez View Post
Recently had a stay where everything but my platinum amenity points (1000) posted.
Trying to figure out how to get this fixed...
1. http://www.marriott.com/rewards/customer-support.mi <-- this link no longer works
2. The 'missing stay request' on bonvoy website is only for stays that are missing in entirety.. not for missing points within
3. Tried contacting the hotel through the email they provided, but it bounced
4. Left a note on bonvoy twitter for which I am getting radio silence.

A part of me just wants to "let go" because it is just 1000 points... But another part of me wants to see this through given the amount of trouble I went through already.
Incorrect posting of points is onething
Not having any avenues to raise this error is another thing that needs to be looked into.

Any insights? TIA!

If you want us to look into this case, please PM us the confirmation details.

Please let us know if you need further assistance.

Best Regards,

Abbey Liu

Specialist, Social Media
Marriott International
[email protected]
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Old Aug 13, 19, 12:58 am
  #14  
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Originally Posted by yyzflyer View Post
I have tried this several times... was told it was individual hotel's problem and to contact them. My time is more valuable than 45 minutes on hold, then this response. Of course YMMV. Email exchange was similar to OP. I have 5 outstanding tickets with Marriott Customer Service and any further follow-up just generates another ticket. I'm sure I've been flagged as a "problem customer" despite being with the program since its inception.
Iím not sure why your results are so different than mine. Starting in Dec 2018, I began calling in for all my missing points requests. I use the number on the back of my SPG/MAR card. The agent usually asks for my folio number and posts the points immediately. Iíve had 100% success on about a dozen calls.
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Old Aug 13, 19, 1:22 am
  #15  
 
Join Date: Sep 2001
Location: San Diego, CA, USA
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A couple of weeks ago I had a five night stay at a Marriott. It didn't post after 10 days. I sent an email through the customer service on their website --- fully expecting nothing to happen -- but all my points -- nights, bonus, green choice -- everything were posted within a few hours. A nice surprise.
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