How does a points stay become detached from the underlying account?
Jul 22, 2019, 4:14 pm
#1
Original Poster
Join Date: Nov 2012
Programs: BA Silver, VS Silver
Posts: 778
How does a points stay become detached from the underlying account?
I’m aware of all the IT problems with the merger but they haven’t affected me so far.
I stayed recently as a Titanium member at a London Marriott group hotel. The 3-night stay was booked with points.
First sign of of problems was the lack of upgrade on the app after check-in; usually at this hotel the upgrade shows as a changed room type on the morning of arrival. Next was a prolonged check-in while the clerk tried to connect my Bonvoy account with the reservation. he then tried to look for an upgrade but could only come up with an upgrade to a King room (from a queen) with limited natural light. On his advice I declined.
I then had difficulty accessing the club using the pre-cut keys given to me. They were re-cut to give me access without problems. The club access problems recurred next morning and were resolved with new keys cut by a clerk who recognised the problem from the previous day.
I’m now 7 days post-check out and haven’t been given the 3 nights’ credit nor the 1000 point welcome amenity. I didn’t insist on a printed bill as this property normally emails and I had a zero cash bill.
How can a reward stay not credit as it was paid from a Bonvoy account? I now need to contact the property for a copy of the folio and then arrange manual credit. Frustration is not the word!
I stayed recently as a Titanium member at a London Marriott group hotel. The 3-night stay was booked with points.
First sign of of problems was the lack of upgrade on the app after check-in; usually at this hotel the upgrade shows as a changed room type on the morning of arrival. Next was a prolonged check-in while the clerk tried to connect my Bonvoy account with the reservation. he then tried to look for an upgrade but could only come up with an upgrade to a King room (from a queen) with limited natural light. On his advice I declined.
I then had difficulty accessing the club using the pre-cut keys given to me. They were re-cut to give me access without problems. The club access problems recurred next morning and were resolved with new keys cut by a clerk who recognised the problem from the previous day.
I’m now 7 days post-check out and haven’t been given the 3 nights’ credit nor the 1000 point welcome amenity. I didn’t insist on a printed bill as this property normally emails and I had a zero cash bill.
How can a reward stay not credit as it was paid from a Bonvoy account? I now need to contact the property for a copy of the folio and then arrange manual credit. Frustration is not the word!
Jul 23, 2019, 1:56 pm
#2
Join Date: Aug 2000
Location: Newton Centre, MA, USA
Programs: DL 2MM Gold, AA Plat Pro; Hilton Lifetime Diamond, Bonvoy Lifetime Titanium (via SPG), IHG Plat
Posts: 2,192
I’m aware of all the IT problems with the merger but they haven’t affected me so far.
I stayed recently as a Titanium member at a London Marriott group hotel. The 3-night stay was booked with points.
First sign of of problems was the lack of upgrade on the app after check-in; usually at this hotel the upgrade shows as a changed room type on the morning of arrival. Next was a prolonged check-in while the clerk tried to connect my Bonvoy account with the reservation. he then tried to look for an upgrade but could only come up with an upgrade to a King room (from a queen) with limited natural light. On his advice I declined.
I then had difficulty accessing the club using the pre-cut keys given to me. They were re-cut to give me access without problems. The club access problems recurred next morning and were resolved with new keys cut by a clerk who recognised the problem from the previous day.
I’m now 7 days post-check out and haven’t been given the 3 nights’ credit nor the 1000 point welcome amenity. I didn’t insist on a printed bill as this property normally emails and I had a zero cash bill.
How can a reward stay not credit as it was paid from a Bonvoy account? I now need to contact the property for a copy of the folio and then arrange manual credit. Frustration is not the word!
I stayed recently as a Titanium member at a London Marriott group hotel. The 3-night stay was booked with points.
First sign of of problems was the lack of upgrade on the app after check-in; usually at this hotel the upgrade shows as a changed room type on the morning of arrival. Next was a prolonged check-in while the clerk tried to connect my Bonvoy account with the reservation. he then tried to look for an upgrade but could only come up with an upgrade to a King room (from a queen) with limited natural light. On his advice I declined.
I then had difficulty accessing the club using the pre-cut keys given to me. They were re-cut to give me access without problems. The club access problems recurred next morning and were resolved with new keys cut by a clerk who recognised the problem from the previous day.
I’m now 7 days post-check out and haven’t been given the 3 nights’ credit nor the 1000 point welcome amenity. I didn’t insist on a printed bill as this property normally emails and I had a zero cash bill.
How can a reward stay not credit as it was paid from a Bonvoy account? I now need to contact the property for a copy of the folio and then arrange manual credit. Frustration is not the word!
Last edited by stc; Jul 23, 2019 at 1:59 pm Reason: spelling
Jul 23, 2019, 2:12 pm
#3
Join Date: Dec 2012
Programs: Marriott Plat; Hilton Gold, WN CP, Alaska MVP
Posts: 85
I’m aware of all the IT problems with the merger but they haven’t affected me so far.
I stayed recently as a Titanium member at a London Marriott group hotel. The 3-night stay was booked with points.
First sign of of problems was the lack of upgrade on the app after check-in; usually at this hotel the upgrade shows as a changed room type on the morning of arrival. Next was a prolonged check-in while the clerk tried to connect my Bonvoy account with the reservation. he then tried to look for an upgrade but could only come up with an upgrade to a King room (from a queen) with limited natural light. On his advice I declined.
I then had difficulty accessing the club using the pre-cut keys given to me. They were re-cut to give me access without problems. The club access problems recurred next morning and were resolved with new keys cut by a clerk who recognised the problem from the previous day.
I’m now 7 days post-check out and haven’t been given the 3 nights’ credit nor the 1000 point welcome amenity. I didn’t insist on a printed bill as this property normally emails and I had a zero cash bill.
How can a reward stay not credit as it was paid from a Bonvoy account? I now need to contact the property for a copy of the folio and then arrange manual credit. Frustration is not the word!
I stayed recently as a Titanium member at a London Marriott group hotel. The 3-night stay was booked with points.
First sign of of problems was the lack of upgrade on the app after check-in; usually at this hotel the upgrade shows as a changed room type on the morning of arrival. Next was a prolonged check-in while the clerk tried to connect my Bonvoy account with the reservation. he then tried to look for an upgrade but could only come up with an upgrade to a King room (from a queen) with limited natural light. On his advice I declined.
I then had difficulty accessing the club using the pre-cut keys given to me. They were re-cut to give me access without problems. The club access problems recurred next morning and were resolved with new keys cut by a clerk who recognised the problem from the previous day.
I’m now 7 days post-check out and haven’t been given the 3 nights’ credit nor the 1000 point welcome amenity. I didn’t insist on a printed bill as this property normally emails and I had a zero cash bill.
How can a reward stay not credit as it was paid from a Bonvoy account? I now need to contact the property for a copy of the folio and then arrange manual credit. Frustration is not the word!
Regarding upgrades, if you are talking about using suite night awards my understanding is that they are not eligible for point stays. Other than that, I sometime see the app update with my upgraded room type but sometimes I do not.
Jul 23, 2019, 2:52 pm
#4
Join Date: Nov 2001
Location: GEG
Programs: Marriott Lifetime Platinum, Hilton Diamond, Lifetime SkyClub, AS MVP
Posts: 2,410
Sounds like it's a property issue in submitting the folio for processing.
Jul 23, 2019, 2:53 pm
#5
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
I think OP should count himself lucky that he hasn't had any issues with Marriott IT to date, and it's only fair that he experience what the rest of us have experienced multiple times since the merger. Welcome to the club.
Jul 23, 2019, 2:58 pm
#6
Join Date: Dec 2012
Programs: Marriott Plat; Hilton Gold, WN CP, Alaska MVP
Posts: 85
I don't think OP was talking about SNAs, but your statement about using SNA on award reservations is incorrect. I've used mine multiple times on award stays and as a matter of fact my SNA for a points stay at the St Regis FLR just cleared today.
I think OP should count himself lucky that he hasn't had any issues with Marriott IT to date, and it's only fair that he experience what the rest of us have experienced multiple times since the merger. Welcome to the club.
I think OP should count himself lucky that he hasn't had any issues with Marriott IT to date, and it's only fair that he experience what the rest of us have experienced multiple times since the merger. Welcome to the club.
Jul 24, 2019, 5:15 pm
#7
Original Poster
Join Date: Nov 2012
Programs: BA Silver, VS Silver
Posts: 778
I don't think OP was talking about SNAs, but your statement about using SNA on award reservations is incorrect. I've used mine multiple times on award stays and as a matter of fact my SNA for a points stay at the St Regis FLR just cleared today.
I think OP should count himself lucky that he hasn't had any issues with Marriott IT to date, and it's only fair that he experience what the rest of us have experienced multiple times since the merger. Welcome to the club.
I think OP should count himself lucky that he hasn't had any issues with Marriott IT to date, and it's only fair that he experience what the rest of us have experienced multiple times since the merger. Welcome to the club.
And yes, was talking only about Titanium upgrade. Mostly the app shows original room type at check in, then it changes at some point on day of arrival to the upgraded room category which is how I usually know I’ve been upgraded.
I usually ask for printed folios but on most occasions I receive a pdf by email immediately on check out. Of course, the one time I don’t is the time it doesn’t credit.
Jul 29, 2019, 4:31 am
#8
Original Poster
Join Date: Nov 2012
Programs: BA Silver, VS Silver
Posts: 778
Just to follow-up, I asked the hotel if they could send me a copy of the folio to claim the stay and they replied attaching a blank folio with an email stating that they don't produce folios for stays without a charge and that stay credit could not be applied. They would however ask Bonvoy to credit the 1000 elite amenity points. I replied querying this.
In the meantime I sent the blank folio with a claim for stay credit and got a reply within 2 hours to say that the stay had already been credited! And lo and behold it had. Bizarre.
In the meantime I sent the blank folio with a claim for stay credit and got a reply within 2 hours to say that the stay had already been credited! And lo and behold it had. Bizarre.
Jul 29, 2019, 8:26 am
#9
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,316
Thanks!
And yes, was talking only about Titanium upgrade. Mostly the app shows original room type at check in, then it changes at some point on day of arrival to the upgraded room category which is how I usually know I’ve been upgraded.
I usually ask for printed folios but on most occasions I receive a pdf by email immediately on check out. Of course, the one time I don’t is the time it doesn’t credit.
--Jon
Jul 29, 2019, 3:33 pm
#10
Original Poster
Join Date: Nov 2012
Programs: BA Silver, VS Silver
Posts: 778
Like many (perhaps most) folks, I prefer electronic folios; however, I always need a folio printed or electronic for all stays. So my rule of thumb since Marriott has gone to primarily e-Folios is if I received a preliminary e-Folio via email the morning of checkout, I am fine just doing e-checkout and leaving the hotel. If I don't receive the preliminary e-Folio via email the morning of checkout, than I checkout the old fashion way at the front desk and request a printed folio. Most of the time I do receive e-Folios without issue even from the properties that don't send out the preliminary versions. Hard to quantify but < %5 of the time I don't receive an e-Folio and am glad I requested the printed one. Furthermore, for the properties where I don't receive an e-Folio via email, I frequently can't download it from the MR web site even after the stay posts. YMMV....
--Jon
--Jon
If I'm feeling like saving paper I'll decline the offer of an envelope for the printed folio!
I have never been able to download it from the Bonvoy website.