llary

I recently stayed with family at the Westin resort in Taiwan for 2 nights. One suite was booked through an Asia Miles redemption and another two rooms were booked direct through the Marriott site.

As far as I understand the rules I should be entitled to 2 elite nights (for the room I stayed in) and 4 nights worth of points (up to 3 rooms), correct?

However, after the stay completed only one night posted for the whole stay. So one elite night and points for one room/one night. The property have directed me to Bonvoy, Bonvoy want receipts for the stay but it was all done electronically and Bonvoy seems to send completed stays into a poof of smoke so no way to access the bills. Bonvoy CS don't even seem to totally understand the problem, they keep telling me the stay has posted then I have to spend 10 minutes trying to explain that one room and one night is missing. So now I am trying to get copies from the property but it's all an unnecessary PITA.

Never dealt with a partial missing stay like this before, totally missing stays were actually easier to deal with. Anyone else encountered this before?

pentiumvi

Can you not request the hotel to send you a copy of the folio?

llary

Yeh I already have done, thanks.

Marriott Bonvoy Lurker II

Dear llary,

We are sorry for the inconvenience. If you can send us an email with the stay folio you requested from the hotel, your full name, member account number and this Flyertalk message, we would be pleased to check on it for you.

Best regards,

Carrie L
Specialist Social Media
Marriott International
[email protected]

llary

I had no idea that Marriott monitored FT, good thing they do because the issue has been resolved now, thanks!

claimui

Westin Yilan or Westin Tashee?

Westin Tashee is managed by Marriott. Have not had a problem with regards to member benefits / credits here.

Westin Yilan did seem to miss stays / points but a quick email to the lurker account always resolved the problem.

llary

Tashee. It was super busy when we checked in, summer holidays just started and it was a slightly complicated reservation so I guess someone just slipped up at the front desk.

It was weird to have only part of the stay come through which seemed to confused Bonvoy support too. It was impossible to get a direct line to the hotel and Bonvoy support for Taiwan is all handled by mainland Chinese agents so communication is a bit difficult for anything like this.

The FT lurker came through so all good in the end.