Points posting on Marriott Account
 

Hi All - how long should it take for points to post to your account after a stay? Usually it is 2-3 days, however, over a week later, I'm still waiting for a stay at the Renaissance at LHR to be posted.

What is the process for points to process - is it an issue on the property's end or Marriott?

If a stay doesn’t post within 10 days after check-out one may submit a missing stay request on the website. A pdf copy of the final invoice is required.

Over the last 7 years with Marriott I’ve found that points always post after 24 hours, however, this year, it has been 48 hours with some hotels. If they don’t post after that, they usually never will and you’ll have to submit the invoice after 10 days on the Marriott site. However, before that you could email / phone the hotel and ask them to confirm that your membership number was in the system and that it has been submitted to Marriott if you want to try and be proactive and hope the hotel sort it out (some people are waiting for the points to redeem an award for their next stay etc).

With Renaissance Heathrow, I remember that after my stay earlier this year the number of points credited was also wrong and the hotel didn’t reply so check that too.

It it's part of a group block, it will take quite a bit longer as those are processed as a block. So if the entire block hasn't closed out, no one gets their points til it does. Otherwise, in the US they're usually pretty fast within 2-4 days. Outside of the US it can take a bit longer. If it's a master-billed group block stay, it's not eligible. 3rd party reservations aren't eligible either. Those are the most common sources on missing stays.

This is someone that's done the thing before lol

It can vary greatly depending on the hotel.

I had several stays this year at the Las Vegas Marriott. Overall it is a very well run hotel that I swear by. But this year every stay took at least a week to post. I never got to the 10 days so I never had to file a missing stay request. But it was never less than a week. Other hotels have posted in 2-3 days.

There is nothing to do but wait, unfortunately. And hope it does post before the 10 days.

Thanks for the replies everyone - I'm just going to wait till two weeks are up and then I'll likely call Marriott and see whats going on.

All of my hotels have also posted in 2-3 days like clockwork this year, except the Cosmo in Vegas, which is still outstanding after 5-6 days. Maybe it's a Vegas thing :D.

Cosmo is notorious. I don't think they ever post on their own. Or if they do, it's lonngg after the stay. I've heard it's because of their players club. Basically they have to manually enter the stays to make sure they're not being credited on both sides(double dipping). True or not, who knows? I just know that particular property, you better keep your receipt, as Marriott Associates do not have access to autograph collection properties' receipts/folios, and email it in, using the paperclip attachment method, not an in-line photo, as the firewall strips off most in-line photos, and don't bother calling unless you've already emailed in your receipt. Because the associate will not be able to post it.

I assume I can attach my PDF folio (they did properly email it to me) from the Cosmo to the Missing Stay web form? Or is that known to fail (hence e-mail)?

PDFs are usually good to go.

On a side note - for myself, about every ~4th stay does not post automatically. Then waiting 10 days, filling in the retroclaim form and eventually the stay posts 5-8 days later. Compared to all other hotel programs I'm a member of (Hilton, Accor ALL, Hyatt, etc.) this is really poor performance and it has even gone worse with the move from MR to Bonvoy. I'm really wondering why they set up such a cumbersome system or what's wrong with their IT.
(I'm always booking via Bonvoy app or website, by the way).

I'd say the likely cause is IT related. There's some sort of system in place that kicks stays deemed by the system to be ineligible. Routinely it kicks stays that were eligible for unknown reasons. It doesn't tell the associate what the issue was. Sometimes they're able to spot the issue but other times there is no noticeable issue. But IT issues are an ongoing constant source of issues.

That matches my experience, though issues are more common when I have consecutive reservations at the same property.

Marriott information technology (IT) is part of the whimsy and adventure of Bonv∘y!

My experience is that consecutive reservations at the same property NEVER post correctly.



BTW OP, there is a master thread on this subject.

Marriott Bonvoy : Stays/Points not posting [Master Thread] - Page 66 - FlyerTalk Forums