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Marriott (Chase Boundless) Wrong Amount of Points

Marriott (Chase Boundless) Wrong Amount of Points

Old Nov 12, 20, 12:39 am
  #1  
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Marriott (Chase Boundless) Wrong Amount of Points

Half of my recent Marriott stays (3 out of 6) I have had the wrong amount credited.

-for one it was probably the hotel's fault and they credited me 3400 instead of 8500 points.

-for the last two I blame Chase and Marriott, as I got 2x instead of 6x. It would be easy to miss this, and it always takes 2-3 emails and a week or two to get the mistake corrected. Marriott needs to coordinate with Chase better! The whole point in offering a 6x is to get me to use it at Marriott properties, right? Otherwise, I'd be using my Sapphire Reserve at 3x. What a PITA.
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Old Nov 12, 20, 6:46 am
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Originally Posted by JapanFlyerT View Post
Half of my recent Marriott stays (3 out of 6) I have had the wrong amount credited.

-for one it was probably the hotel's fault and they credited me 3400 instead of 8500 points.

-for the last two I blame Chase and Marriott, as I got 2x instead of 6x. It would be easy to miss this, and it always takes 2-3 emails and a week or two to get the mistake corrected. Marriott needs to coordinate with Chase better! The whole point in offering a 6x is to get me to use it at Marriott properties, right? Otherwise, I'd be using my Sapphire Reserve at 3x. What a PITA.
For the first one thatís an easy fix to do. Call Marriott and have them review the folio from the stay and adjust as needed for the pre-tax Revenue.

As for the second one, Iíve found that if the hotel isnít properly coded as a Marriott property (common issue with Luxury Collection, Design, and Autograph Collection) then AMEX/Chase wonít recognize it as an eligible 6x property sadly.
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Old Nov 12, 20, 6:37 pm
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Originally Posted by Intl359Widget View Post
For the first one that’s an easy fix to do. Call Marriott and have them review the folio from the stay and adjust as needed for the pre-tax Revenue.

As for the second one, I’ve found that if the hotel isn’t properly coded as a Marriott property (common issue with Luxury Collection, Design, and Autograph Collection) then AMEX/Chase won’t recognize it as an eligible 6x property sadly.
One that got 2x was a Westin, which you'd expect to be credited correctly. That was fixed when I sent a message to Chase and they reached out to Marriott.

I did get credit for a Portfolio Collection, but it was incorrect. Had to upload the receipt 3 times before they agreed to fix it.

That is a surprise the Autograph don't count as 6x. I would have assumed it was a Marriott decision, not Chase. The place I stayed only became Autograph a month ago, so I assumed that was the reason. In any case, I'll see what they say.
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Old Nov 12, 20, 7:09 pm
  #4  
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This says earn 6x at hotels participating in Marriott Bonvoy, so I would expect it to include Autograph.
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Old Nov 12, 20, 9:15 pm
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It's not that Autograph isn't included, it's that often these properties are not picked up as being Marriott Bonvoy properties. The last time this happened to me was with a Renaissance property; the problem was that the name that the charge posted under didn't include Renaissance, so Chase didn't register it as being eligible for the Marriott bonus. I actually mentioned this fact with the manager (whom I was corresponding with on an unrelated matter) and she seemed surprised and indicated to me that she was going to have this corrected.
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Old Nov 14, 20, 4:38 pm
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it's an annoying problem and luckily it does not happen very often. It is Chase/Amex needing to correct the coding. And they generally don't do that. I had complained about same property 3 years in a row not giving the correct points ... manually credited every time but never fixed.
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Old Nov 14, 20, 7:30 pm
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UPDATE: Chase got back to me pretty quickly this time. Sent message on 12th, a response on 12th, resolution on 13th. Points will post next month. Of course that is not the end of it, as Marriott has still not credited the stay (checked out 12 days ago).

We understand you are concerned regarding the Prince Hotel stay did not receive the correct amount of points on your Marriott Bonvoy Boundless account. We have reviewed it and confirmed it should have received 6x points. I have added the remaining 1,704 points. You will see the points on your next billing statement.

Last edited by JapanFlyerT; Nov 14, 20 at 7:40 pm
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Old Dec 2, 20, 7:58 pm
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Further update: My Kyoto Prince Autograph Collection stay finally posted, 4 weeks after the actual stay. Frustrating that it takes that long and requires a few emails on my part. On the plus side, the 3 night, $450 stay earned about 18,000 points. Plus the 6x from Chase, once that got sorted, so really a net of around 20,000.
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