Receipt / folio not being emailed
Jan 3, 2019, 4:25 pm
#1
Original Poster
Join Date: Aug 2011
Location: San Marcos, CA
Programs: Bonvoy Lifetime Platinum ; Hilton Gold; Hertz 5*, Delta DM. Hyatt Platinum, Amtrak Select
Posts: 215
Receipt / folio not being emailed
I am sure many here travel for business and have to gather receipts...I have found that post merger, particularly for the Marriott properties, it is a total crap shoot whether I get an email copy of my bill. It is also a total crap shoot if the bill is available for download from marriott.com. Has anyone found a way to improve the odds? Chasing them down on the phone is a huge hassle.
Thanks.
Thanks.
Jan 3, 2019, 5:14 pm
#2
Join Date: Dec 2012
Location: DFW
Programs: DL PM, UA Silver, AA Gold, Marriott PP
Posts: 97
I am sure many here travel for business and have to gather receipts...I have found that post merger, particularly for the Marriott properties, it is a total crap shoot whether I get an email copy of my bill. It is also a total crap shoot if the bill is available for download from marriott.com. Has anyone found a way to improve the odds? Chasing them down on the phone is a huge hassle.
Thanks.
Thanks.
Jan 3, 2019, 5:14 pm
#3
Join Date: May 2016
Location: ATL
Programs: DL GM, Marriott Titanium
Posts: 1,241
I always check out in person at the front desk and 90% of the time they ask if they want a receipt emailed to my email on file or printed out (I'll always ask for the email, sometimes for the print out too). The other 10% of the time I'll have to ask them for an email copy. Regardless I've never had a problem doing it this way.
Jan 3, 2019, 5:22 pm
#4
Original Poster
Join Date: Aug 2011
Location: San Marcos, CA
Programs: Bonvoy Lifetime Platinum ; Hilton Gold; Hertz 5*, Delta DM. Hyatt Platinum, Amtrak Select
Posts: 215
I always check out in person at the front desk and 90% of the time they ask if they want a receipt emailed to my email on file or printed out (I'll always ask for the email, sometimes for the print out too). The other 10% of the time I'll have to ask them for an email copy. Regardless I've never had a problem doing it this way.
Thanks anyway.
Jan 3, 2019, 6:13 pm
#6
Join Date: Mar 2001
Location: DFW/PHL
Programs: US CP, UA *G; SPG Plat, Hilton Gold; Natl Exec, Hertz PC
Posts: 623
I always check out in person at the front desk and 90% of the time they ask if they want a receipt emailed to my email on file or printed out (I'll always ask for the email, sometimes for the print out too). The other 10% of the time I'll have to ask them for an email copy. Regardless I've never had a problem doing it this way.
The bigger issue is - why can't Marriott fix their damn website? Not sure if you've noticed, for the same stay, sometimes download bill works, other times it doesn't and other times it's not even an option. But you may need to wait a day or a week, and the option eventually returns to download the bill for that stay. My theory is that downloads are only broken when I'm trying to put together a last minute expense report.
Jan 3, 2019, 7:05 pm
#7
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
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Jan 3, 2019, 7:14 pm
#8
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
This - combined with points and nights not posting - has been my biggest point of frustration with the merger.
The "download receipt" button never works on the Marriott page at all. Even if the link is there, it does not do anything (even if I disable all pop-up, ad, and javascript blockers I have) - not even present an error.
I've now taken to just asking for a paper receipt on check-out as a backup because I am not reliably emailed even if I ask for it both at check-in and check-out. I feel like I've stepped back about a decade.
The "download receipt" button never works on the Marriott page at all. Even if the link is there, it does not do anything (even if I disable all pop-up, ad, and javascript blockers I have) - not even present an error.
I've now taken to just asking for a paper receipt on check-out as a backup because I am not reliably emailed even if I ask for it both at check-in and check-out. I feel like I've stepped back about a decade.
Jan 3, 2019, 10:44 pm
#9
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,113
It's an IT error that hopefully will get resolved.
I'm sure the FD folk would like it resolved too so they don't have to print, scan & email folios to guests, that as far as the property knew was emailed to the guest when they checked them out. I have a friend who is a FDC who said it's a pain & they get yelled at by guests after the fact as though it was their fault, even though when they do the check out the system says 'folio emailed to guest', so this is on MAR & not the propert(ies).
FWIW - I've always done the front desk/paper receipt check out, but that's just my own personal habit. I like paper back-up.
Cheers.
I'm sure the FD folk would like it resolved too so they don't have to print, scan & email folios to guests, that as far as the property knew was emailed to the guest when they checked them out. I have a friend who is a FDC who said it's a pain & they get yelled at by guests after the fact as though it was their fault, even though when they do the check out the system says 'folio emailed to guest', so this is on MAR & not the propert(ies).
FWIW - I've always done the front desk/paper receipt check out, but that's just my own personal habit. I like paper back-up.
Cheers.
Jan 3, 2019, 11:13 pm
#10
Join Date: Jan 2016
Posts: 905
I had a stay a couple of weeks ago, got a note at checkin welcoming me for my 32nd stay at the property. So must be 32 times Ive had to ask for an emailed folio rather than hard copy ( and in fairness they always send it). But you might think theyd note it somewhere guest prefers folio via email ( Hyatt seems to have a way to do it efficiently, so why cant Marriott?)
Jan 4, 2019, 7:58 am
#11
Join Date: Apr 2015
Posts: 217
I always ask for a receipt because of the issues noted above. I need stuff ASAP for expense reports, and there have been too many times they don't email.them. I can't find any rhyme or reason. For a while I thought it had something to do with which property I was at, but, that theory doesn't hold up anymore.
Sometimes, literally, as I'm walking out the door, I get an email.
Sometimes, it never comes at all.
Sometimes, literally, as I'm walking out the door, I get an email.
Sometimes, it never comes at all.
Jan 5, 2019, 9:29 am
#12
Join Date: Oct 2009
Location: YXU / YUL
Programs: AA LT Gold, Aeroplan, Marriott Titanium (LT Platinum), HH Diamond
Posts: 407
My last few stays I've used the app to check out and it asks if you want a copy of your folio emailed. So far this has worked every time for me and it saves having to stop at the front desk.
Jan 5, 2019, 11:28 am
#13
Join Date: Jan 2015
Location: Kuwait (KW)
Programs: Qatar Airways, Hyatt, Hilton, Marriott, IHG
Posts: 2,712
Checked out of Le Méridien Kochi early this morning - politely hounded the front desk agent repeatedly during checkout over having a folio e-mailed to me, which he ensured was done - twice... and here we are: twelve+ hours, two countries and zero folios later.
Truly hit and miss. I check out of some hotels and don’t make it to the front door from the front desk without my e-mail pinging, while with other properties I’ll nag and plead and write and still get zilch.
khabah
Truly hit and miss. I check out of some hotels and don’t make it to the front door from the front desk without my e-mail pinging, while with other properties I’ll nag and plead and write and still get zilch.
khabah
Jan 5, 2019, 11:50 am
#14
Join Date: Jan 2019
Programs: Marriott
Posts: 1
I agree with this. I've had a week's worth of stays recently all of them at sub brands. The process has been consistent at sending emails when I both use the app to check-in and use it to check-out. I'm not sure what changed but it was never reliable via this process previously.
Jan 5, 2019, 1:44 pm
#15
FlyerTalk Evangelist
Join Date: Nov 2001
Location: Wanting First. Buying First.
Programs: Lifetime Executive Diamond Platinum VIP with Braniff, Eastern, Midway, National & Pan Am
Posts: 17,492
I wish I had this problem.
I always check out personally to request a printed folio. I do not want folios emailed to me. I ask the front desk not to email me my folio. Yet I always get a folio by email. Worse, I usually get two.
I have no idea what IT programmer thinks it's a good idea to email preliminary folios at 0100 on the day of check out. Don't these people realize that late additions to the bill are pretty common at full-service hotels?
I always check out personally to request a printed folio. I do not want folios emailed to me. I ask the front desk not to email me my folio. Yet I always get a folio by email. Worse, I usually get two.
I have no idea what IT programmer thinks it's a good idea to email preliminary folios at 0100 on the day of check out. Don't these people realize that late additions to the bill are pretty common at full-service hotels?