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so tired of having to prove stays. Time for Marriott to figure it out

so tired of having to prove stays. Time for Marriott to figure it out

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Old Jan 14, 19, 4:09 am
  #31  
kkl
 
Join Date: Feb 2010
Posts: 686
finally managed to get a stay posted almost 1 month after stay.

points and stay award. but night count was posted for 2018.
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Old Jan 14, 19, 6:04 am
  #32  
 
Join Date: Dec 2014
Location: Shenzhen
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Originally Posted by kkl View Post
finally managed to get a stay posted almost 1 month after stay.

points and stay award. but night count was posted for 2018.
As it should do. There are many people in that position who are relying on the missing 2018 nights for requalification.
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Old Jan 14, 19, 6:11 am
  #33  
 
Join Date: May 2003
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Also dealing with this though through the Protea collection of hotels. They just don't seem to post without manual intervention each time.
Is anyone at Marriott keeping score of this? Finding patterns of where these problems are happening and working toward a solution either with I.T or at the brand/property level?
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Old Jan 14, 19, 8:57 am
  #34  
 
Join Date: Nov 1999
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Originally Posted by DBCme View Post
Also dealing with this though through the Protea collection of hotels. They just don't seem to post without manual intervention each time.
Is anyone at Marriott keeping score of this? Finding patterns of where these problems are happening and working toward a solution either with I.T or at the brand/property level?
I had three Protea stays last month.

The first posted perfectly.

The second never posted and I followed up with Marriott 3 times to get it posted (over an hourish wasted in total on calls with awful agents).

The third still has not posted properly and Marriott OCA claims that the property was 'coded' incorrectly (even thought its been open for months). The stay has still not posted to my account.

For all of the Marketing promises....Marriott is clueless as to how frustrating things have become for frequent guests.
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Old Jan 14, 19, 9:39 am
  #35  
 
Join Date: Mar 2018
Location: NYC
Programs: DL 1.6MM Unobtainum | UA 1.1MM Gold | MR Bonvoy Titanium
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It turns out that one of my stays in Shanghai was deemed ineligible despite using a special package rate that was being offered by the Westin and the Marriott CS Rep is adamant that special package rates offered on their websites don't earn points.

Back and forth with CS has rendered no results so far
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Old Jan 14, 19, 1:19 pm
  #36  
 
Join Date: Dec 2016
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I get the impression this is worsening. I have stayed at 5 properties since the new year in the Middle East and Asia:
1. Luxury Collection
2. Le Meridien
3. Courtyard
4. JW Marriott
5. Sheraton

My rewards number is on every folio correctly and my platinum premier status was recognised in each stay with a room upgrade. Stays 2 and 3 were simple cash reservations, 1 and 4 were points and 5 was part points.

Only the Le Meridien stay has posted automatically so far.

I scanned the folios last night in readiness of using the missing stay process online. In my experience with legacy Marriott if they do not show within 5 days they are usually not coming automatically. I am past 5 days on all but one of the stays.

No such issues last year (merged accounts in September), although I did give the August stays extra time from the merger. So not clear on the root cause.
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Old Jan 14, 19, 1:26 pm
  #37  
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Originally Posted by zebranz View Post
Getting a missing stay with a folio is not easy either when they say your BRG was booked with a third party and never stayed at that hotel.
I am glad I am not the only one with this issue on a consistent basis.

Main thread:
https://www.flyertalk.com/forum/marr...er-thread.html
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Old Jan 29, 19, 3:13 pm
  #38  
 
Join Date: May 2009
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Had a stay last month that hasn't posted. I have called about it three times. The desk was mobbed when we checked out; we had a flight to catch so we put our keys on the counter in the folder with the room number and left. Three calls and nobody can find evidence of the stay. Today, the agent called the hotel and was told that they had no evidence that we had stayed there (Marriott number and status were recognized at the time of the stay). I'd like to call Chase and contest the charge for the stay that, according to Marriott, never happened.
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Old Jan 29, 19, 3:31 pm
  #39  
 
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I have a missing stay from a Chilean poroperty post last week...for a stay from September 2018.

The number of ongoing issues makes me think Marriott should fire the team responsible and start from scratch.

It cannot get any worse.
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Old Jan 29, 19, 5:02 pm
  #40  
 
Join Date: Sep 2008
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Originally Posted by PointWeasel View Post
I have a missing stay from a Chilean poroperty post last week...for a stay from September 2018.

The number of ongoing issues makes me think Marriott should fire the team responsible and start from scratch.

It cannot get any worse.
1) It can always get worse

2) Would an alternate solution to Marriott "firing the team" be for you to move your spend to a business that meets your needs and delights you rather than frustrates you? I mean that is actually in your control, no? Whereas your proposal is actually not in your control.

It's a free market economy, you aren't trapped.

Regards
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Old Jan 29, 19, 8:21 pm
  #41  
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Originally Posted by Ord Liza View Post
.........I'd like to call Chase and contest the charge for the stay that, according to Marriott, never happened.
But you would have been charged as a no-show. Try calling hotel direct, or get a Mandarin speaking friend to call, and see if a folio can be emailed to you.
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Old Jan 29, 19, 8:24 pm
  #42  
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Originally Posted by PointWeasel View Post
I have a missing stay from a Chilean poroperty post last week...for a stay from September 2018.

The number of ongoing issues makes me think Marriott should fire the team responsible and start from scratch.

It cannot get any worse.
Oh it can get worse. You would have no one to call to complaint.

It takes weeks, if not months, to hire and train a new team. Let's focus on fixing system issues instead of mass firing. OTOH, the VP in charge of system transition probably should get the ax.

Last edited by TerryK; Jan 29, 19 at 8:31 pm
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Old Jan 30, 19, 5:17 pm
  #43  
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Join Date: May 2000
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I have been trying to get credit for two stays in Hong Kong (December), two in Budapest (October), one in Brataslava (September), and one in Vienna (September). Made the mistake of calling on the whole slew in the first part of January. Hostile agent really resented "so many" followups. Gave them all folio numbers and offered to scan and email. Referred instead to the properties and advised to wait for a response. Hong Kong (Design Hotel) says they authorized the points immediately upon checkout. No points/nights posted yet in MY account. Budapest #1 (Marriott) says it posted (but I only got one night, not four). Budapest #2 (Luxury Collection) has never responded. Brataslava (luxury Collection) hasn't responded. Vienna (Le Meridien) hasn't responded.

So frustrated. How long do I wait before I call the "customer service" line again? Spent an hour last time, between hold and bitter agent.
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Old Jan 30, 19, 8:56 pm
  #44  
 
Join Date: Dec 2006
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Originally Posted by whimike View Post
Marriott refuses to post them without my folios, which I donít keep.
"Don't keep"? You actually delete those kinds of E-mails?
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Old Jan 30, 19, 10:08 pm
  #45  
 
Join Date: Jan 2009
Location: MAN
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To be fair, Marriotts emailing folios are no more reliable than its point posting!
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