FAQ : How long for points to post ? / Points not posting
Jul 1, 2019, 12:17 pm
#31
Join Date: Aug 2014
Location: 42.1% in PDX , 49.9% in PVG & 8% in the air somewhere
Programs: Marriott Ambassador Elite, UA 1K, AS MVP GLD 75K, DL Pt
Posts: 1,086
Funny sometimes I stay 3 days broken out in a 1 day and 2 day sometimes they post up to two weeks apart, go figure, says a lot about their system and efficiencies, LOL
Jul 1, 2019, 3:22 pm
#32
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
This is just a guess because I never worked at a Marriott property. But, where I did work, frequent guest points weren't awarded until the night audit was audited.
As most people know, every hotel runs a daily procedure to compile the transactions of the day and verify them for accuracy. Although it's called the Night Audit, some hotels actually have a Front Desk representative run the procedure but wait and do the audit part during the day. (It can be difficult to find someone with an aptitude for numbers to work third shift.)
Any hotel that follows standard accounting practices will then have someone audit the night audit to ensure everything is correct. I did that job for about a year under the title of Income Auditor. I verified the figures before entering them into the general ledger. In my hotel, I was the person that signed off on frequent guest points before electronically sending the report to the corporate office to handle distributing those points.
That process of auditing the night audit does not need to be the same day (except at the end of an accounting period). For example, I didn't work weekends in that position. On Monday, I'd audit Friday, Saturday, and Sunday's audit. Smaller hotels are far less likely to have a dedicated Income Auditor. It would be crazy for a small hotel to have the Accounting Manager wait and do a week's worth of audits at once.
That's my guess as to why some hotels are quicker than others in terms of awarding points. But, it's also possible that some hotels are just not doing what is required.
As most people know, every hotel runs a daily procedure to compile the transactions of the day and verify them for accuracy. Although it's called the Night Audit, some hotels actually have a Front Desk representative run the procedure but wait and do the audit part during the day. (It can be difficult to find someone with an aptitude for numbers to work third shift.)
Any hotel that follows standard accounting practices will then have someone audit the night audit to ensure everything is correct. I did that job for about a year under the title of Income Auditor. I verified the figures before entering them into the general ledger. In my hotel, I was the person that signed off on frequent guest points before electronically sending the report to the corporate office to handle distributing those points.
That process of auditing the night audit does not need to be the same day (except at the end of an accounting period). For example, I didn't work weekends in that position. On Monday, I'd audit Friday, Saturday, and Sunday's audit. Smaller hotels are far less likely to have a dedicated Income Auditor. It would be crazy for a small hotel to have the Accounting Manager wait and do a week's worth of audits at once.
That's my guess as to why some hotels are quicker than others in terms of awarding points. But, it's also possible that some hotels are just not doing what is required.
I think the night audit process may make sense. For example, I stayed in a hotel over the weekend and had spend at the restaurant and pool bar. The invoice I received at checkout wasn't current. Among other things, it didn't have additional breakfast spend or pool bar spend from that afternoon. Later in the day, I received an updated invoice by email with the breakfast spend. This morning, I received an "updated and final folio" with the bar spend.
So if I had received credit for the hotel stay today, it would have been inaccurate.
Jul 1, 2019, 6:27 pm
#33
Join Date: Dec 2014
Location: Bangkok
Programs: Marriott Bonvoy Titanium, BAEC Silver, TK Miles & Smiles Elite
Posts: 2,210
Posting is quite reliable for me in Asia. Points and YTD Spend appear late afternoon the day after check out on the app. Account Activity is updated a few hours later and the nights updated overnight. All these data points are updated at the same time late afternoon on the web site.
This happens ~90% of the time. If it doesn't then I know something is wrong and I will reach out to the hotel directly to try to get it posted. Sometimes they can do this, sometimes they cannot for unfathomable reasons. After ten days I will email research@ with the folio and they are good at fixing it.
Aside from Design Hotels that post stays using a manual process through a dedicated portal, I don't know if the hotels have to do anything before a stay posts or if it's automatic. But whatever the process is, it seems to take place overnight in the US the day I check out - hence afternoon the day after in Asia.
This happens ~90% of the time. If it doesn't then I know something is wrong and I will reach out to the hotel directly to try to get it posted. Sometimes they can do this, sometimes they cannot for unfathomable reasons. After ten days I will email research@ with the folio and they are good at fixing it.
Aside from Design Hotels that post stays using a manual process through a dedicated portal, I don't know if the hotels have to do anything before a stay posts or if it's automatic. But whatever the process is, it seems to take place overnight in the US the day I check out - hence afternoon the day after in Asia.
Jul 7, 2019, 2:04 pm
#34
Join Date: Aug 2005
Location: DFW
Programs: Marriott Life Titanium, Hilton Diamond, United Silver, DL, IHG Plat, etc.
Posts: 2,888
My stay ending June 14 never posted so I called into customer service. They found the folio in their system and had it on my account in a matter of minutes.
Jul 9, 2019, 5:38 am
#35
Join Date: Sep 2000
Location: MCO
Programs: Marriott Lifetime Platinum / Titanium, AA Executive Platinum
Posts: 959
I agree that in 2019 it should not take several days to post points. At the time of the merger it was taking longer for me - close to 5 data to post but now it seems to be 2 days for most stays to post.
I had had a recent stay posted incorrectly after 8 days and I called the elite line who fixed it right away while I was on the phone.
SPG posted most stats by the next morning and now if Marriott’s new normal is 2 days to get it right that will not cause me any concern. I also like that they can fix the points immediately when issues arise.
I had had a recent stay posted incorrectly after 8 days and I called the elite line who fixed it right away while I was on the phone.
SPG posted most stats by the next morning and now if Marriott’s new normal is 2 days to get it right that will not cause me any concern. I also like that they can fix the points immediately when issues arise.
Jul 9, 2019, 6:58 am
#36
Join Date: May 2015
Location: BWI
Programs: DL PM, Marriott Platinum
Posts: 165
My most recent stays were five nights at one Marriott and the next two nights at a different Marriott. The second stay posted in two days. After two weeks I finally called the first Marriott just to get my receipt; never mind the posting. Two days later as I was preparing to submit the Missing Stay, the points posted.
Nov 23, 2021, 4:43 pm
#38
Join Date: Oct 2005
Programs: BA GGL & GfL, AA LTP, Marriott (sigh) Ambassador, Hilton Diamond
Posts: 3,238
Points Dont Post in EU?
Is this an EU thing? I live in the UK so a vast majority of my points in the last two months, I have had to chase up. I had some stays in LA whch posted, but despite my bonvoy number being on the record...I always have had to chase. The worst was the Berlin Ritz Carlton which took about two weeks and a lot of chasing which is not an experience I'd expect at a RC.
Feb 10, 2023, 11:02 am
#39
Join Date: Mar 2011
Programs: Delta Skymiles
Posts: 1,982
Points taking a long time to post
Have had several stays this year so far. With the exception of one stay, all the others have taken at least five days to post. Two stays did not post past the ten day window and had to ask for manual issue under a missing stay request.
I don’t ever remember it taking so long with any of the major chains - and so consistently this long. Does anyone else have a similar experience or is my account the outlier here?
I don’t ever remember it taking so long with any of the major chains - and so consistently this long. Does anyone else have a similar experience or is my account the outlier here?
Feb 10, 2023, 1:48 pm
#40
Join Date: Feb 2020
Location: USA
Programs: MB Ambassador, WOH Globalist, HH Diamond (Aspire), AA Gold, UA (*G) Gold
Posts: 5,188
I've had 26 stays so far in 2023. 23 of those 26 posted within 24-48 hours. 1 posted exactly at 10 days. 2 required manual intervention after 10 days by the Ambassador team, which was handled in less than 3 hours after the Ambassador team received the requests.
Feb 11, 2023, 9:16 am
#41
Join Date: Feb 2013
Location: DCA
Posts: 7,769
Sure seems like it. As long as I've been traveling for work on a regular M-Th schedule, my weekly schedule has basically been such that I can return from my trip, do my expenses, and confirm points earned by the end of the week. So it is jumping out to me that points are not posting until well into the weekend or beyond.
Feb 12, 2023, 6:47 am
#42
Join Date: Feb 2013
Location: DCA
Posts: 7,769
So as an addendum, not only are they taking a long time to post, but doing so in a creeping, stupid manner. Basically the order I saw was:
1) Total point balance updates in app (but no stay-level line item)
2) Total night balance updates in app (possibly at same time as above)
3) Stay line item appears in app
4) Stay appears and point balance updates on web
5) Annual spend tracker never updates? Still showing zero spend
1) Total point balance updates in app (but no stay-level line item)
2) Total night balance updates in app (possibly at same time as above)
3) Stay line item appears in app
4) Stay appears and point balance updates on web
5) Annual spend tracker never updates? Still showing zero spend
Mar 3, 2023, 9:24 pm
#43
Join Date: Aug 2014
Posts: 21
Points expired while waiting for stay to post on account
Hi all, has anyone had this situation happen? The stay was 5 days ago (I've read here it can take up to 10 days) and in the meantime, had about 50k points expire. It's not a massive amount but still annoying. Once the most recent stay gets posted on my account, will I get my expired points back as the stay was within a 2 year period?
Mar 6, 2023, 2:00 am
#44
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
Dear skeeo,
If you can send a private message to us with your member number, full name, recorded email address and the last stay details (hotel name and stay date) for account verification purpose, we would be pleased to check on it for you.
Please feel free to contact us if we can be of any assistance.
Best regards,
Carrie L
Specialist Social Media Care
Marriott International
[email protected]
If you can send a private message to us with your member number, full name, recorded email address and the last stay details (hotel name and stay date) for account verification purpose, we would be pleased to check on it for you.
Please feel free to contact us if we can be of any assistance.
Best regards,
Carrie L
Specialist Social Media Care
Marriott International
[email protected]
Mar 6, 2023, 4:48 am
#45
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Hi all, has anyone had this situation happen? The stay was 5 days ago (I've read here it can take up to 10 days) and in the meantime, had about 50k points expire. It's not a massive amount but still annoying. Once the most recent stay gets posted on my account, will I get my expired points back as the stay was within a 2 year period?
Good luck!