missing elite nights - whose fault is it (resolved)
 

I had a work thing in Los Angeles 2 weeks ago, I booked 3 rooms with Westin Bonaventure.

Room #1 for myself for 3 nights for 3 nights (6th-9th)
Room #2 for a colleague of mine for 2 nights (6th-8th), their names are entered in the system during checkin
Room #3 for another colleague of mine for 1 night (6th-7th), their names are entered in the system during checkin

Marriott only credited 1 elite nights (6th-7th) to my account, so I submitted a missing stay request, and they replied that everything is credited correctly.
I submitted another missing stay request and reminded them that I should be credited for 3 elite nights not 1 nights, then I received another reply that "everything is credited correctly, it's Marriott's policy that one can get credit for max 3 rooms and elite night for only one room".
So it looks like they conveniently chose that single night Room #3 to qualify for elite night.
Something similar happened last month when I stayed in the same hotel for 2 nights and then extended 2 more nights for a total of 4 nights, they only credited 2 elite nights, when I ask them on the phone, they added the 2 elite nights back without admitting there was an error, only keep saying everything is correct.

I'm really frustrated at this point and really considering switching to another loyalty program.
Am I asking for something that I don't deserve?

Is it the Hotel's, Marriott's or my own fault on these kind of issues?

Please Flyertalk community give me some feedback.






https://cimg6.ibsrv.net/gimg/www.fly...61b0a13046.jpg

What about the two nights at the same hotel posted two days later?

Hi jackus,

We would like to help look into the missing elite night credit if you could forward a copy of the folio for your room to us.

[email protected]

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

That's for 9th-11th.
I had to stay for two more nights for 9th-11th. So I made a new reservation for the two nights, instead of having them do the "extension" since they messed that up last time.
Still the 7th-9th are missing.

Hi Christina, I just forwarded it to you. Please help look into it.

I’ve had problems before even with separate reservations if you transferred 1st reservation folio to 2nd reservation folio and only 2nd (in normal instances) credited. Started to pay separately and recheck-in if I wanted to do back to back reservations.

My experience was back to back reservations of one night + four nights that credited as a single post of four nights with the correct amount of points for five. The receipt I got from the hotel covered all five nights.

I've got these things corrected 100% of the time by emailing customer support with the receipt and a breakdown of what I expect to post. Most times it's corrected by one email. This time it took two emails after the handler of the first didn't understand what was going on and posted the stay again incorrectly.

I prefer to deal by email for these things than fill in a form or try the call center so I can be explicitly clear and unambiguous what I expect to post with my evidence to support it.

Correct me if I’m wrong, but under Marriott you earn points for the additional rooms but you do not qualify for additional elite nights as you aren’t staying in those rooms..

OP stayed in their room for 3 nights but was only credited for the first.

Christina helped get those two missing nights credited back. Big thanks to her.
As suggested by ftrichard, Next time if I run into similar situation I guess better email them instead of using the report missing stay function.

Bonvoy Champion email has fixed this for me in the past. Only CSR contact with teeth I have found in the Marriott family.