so tired of having to prove stays. Time for Marriott to figure it out
#46
Join Date: Dec 2006
Location: SNA
Programs: Bonvoy LTTE/AMB, AmEx Plat, National EE, WN A-List, CLEAR+, Covid-19
Posts: 4,956
I do miss the consistency of the old "Thanks for Staying!" E-mail though ... now it's property-specific.
#47
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,295
#48
Join Date: Apr 2018
Posts: 66
Sadly this is Marriott customer service at its finest. Zero common sense.
SPG never, ever hassled for a folio for a missing stay as a Platinum w/ or w/o Ambassador status. In fact, SPG agents would manually post the stay over the phone without question after verifying the reservation details. Now moving forward in truly awesome Marriott incompetence, the agents no longer have access to past stays under our profiles so they cannot even look it up if they wanted to. The more I think about Marriott's awful service, it makes me think of a possible Biz School Case Study on how to f-up a merger/takeover/purchase between two large companies.
SPG never, ever hassled for a folio for a missing stay as a Platinum w/ or w/o Ambassador status. In fact, SPG agents would manually post the stay over the phone without question after verifying the reservation details. Now moving forward in truly awesome Marriott incompetence, the agents no longer have access to past stays under our profiles so they cannot even look it up if they wanted to. The more I think about Marriott's awful service, it makes me think of a possible Biz School Case Study on how to f-up a merger/takeover/purchase between two large companies.
#49
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,295
if you don't have the folio there's little an agent can do short of calling the prop, having them read them the info(time consuming for everyone involved) or in the rare case one of marriott's systems actually work as intended, recover the folio from an entirely different system that is also tedious and time consuming, and post it based off that. Neither are fast nor efficient. Having the folio is the fastest, easiest way to get it posted over the phone.
#50
Join Date: Apr 2018
Posts: 66
I now make it a point to get and keep a print of every folio when I stay at a Marriott or SPG property. I hate doing this because it's just a waste of paper, but you can't trust them to email the folio (even when they say they will), and you really need one now in case the stay doesn't credit.
#51
Join Date: Mar 2018
Location: EDI/GLA
Programs: DL 2 MM Unobtainum | UA 1.1MM Gold | MR Bonvoy Titanium
Posts: 2,254
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
Back and forth with CS has rendered no results so far
The Research Take Over team escalated this issue and determined that the rate that I booked was eligible so theyve credited the stay. However Im also having the same issue for another stay in Mendoza so Im currently chasing that one down... Marriott is being such a pain for a customer friendly company.
I get that things change but Ive never had a bad experience with Starwood and it was quite easy to get my stays credited with folios sent to them versus the current status quo of discrediting the customer to save pennies on the dollar.
#52
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
#53
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
#54
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 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.
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.
Try submitting one at a time and follow up on them individually. That's probably the only way you will get any attention.