jahason

I wonder if anyone can advise what to do next?

I made a reservation using points for two nights. I wanted to book for three nights but the room was not available for the third night.

But then I found an upgraded room at the same hotel which was available for the third night and I made a separate reservation for the third night, also using points.

So in all I stayed three nights on two reservations.

Initially I did not get any nights credited but when I completed missing stay request I was credited for one night (not three).

Then I called Marriott line and she told me she will fix it. But then I got the following reply:

"Thank you for contacting Marriott Bonvoy regarding your recent stay at the xxx, Autograph Collection. We hope you enjoyed your visit with us.

We appreciate the chance to help you with your account. While researching your request, we found that our records indicate that your stay has already posted to your Marriott Bonvoy account. You can view this stay on your online account summary at marriott.com.

If you have additional questions about this matter, please contact our customer service department at:

https://www.marriott.com/help/default.mi

Thank you for being a loyal member with Marriott Bonvoy."

Not sure what to do next. I'm quite keen to get the nights credited. Last year I missed out on Titanium by two nights.

Marriott Bonvoy Lurker II

Could you please send below information to [email protected] so we can help to check?

Marriott Bonvoy account number
Phone number/email address associated with your Marriott Bonvoy account
Reservation details
Folios of the whole stay (please enclose them as email attachment)

Please let us know if you need further assistance.

Best Regards,

Abbey L
Specialist, Social Media Care
Marriott International

jahason

Hi Abbey,

Thank you for taking up the case. I have replied to you by email.

The issue is that the hotel provided me with two invoices both for 4-6 May whereas I had two reservations 3-5 & 5-6 May.

I have written to the hotel asking them to re-issue invoices based on actual dates when we stayed there.

I guess lesson learnt for everyone is to make sure dates on invoice accurately match actual stay.

iknowthings

Hotels can't edit dates on past date folios. It is odd that the 3rd got cut off. Did you arrive after midnight or something?

jahason

No we arrived early afternoon.

There was always something really odd about these bookings. Before we arrived the dates on my Marriott Bonvoy app were for a few days before, as if we were a no show. So on my way over I double checked my reservation emails. But I could not check in online.

I have invoice showing we were at the hotel 3-6 May and then invoice also showing we were at the hotel 4-6 May (twice).

Then we selected the free breakfast option and the restaurant tried to charge me for this. They admitted themselves there was something confusing with their system. So on one of the invoices they charged me then refunded me.

Perhaps I confused the system by having two reservations 3-5 May & 5-6 May. I did two because I could only get the basic room for two nights. So I got an upgraded room for the third night, which was available. We actually never changed rooms.

Schnit

Either way, your invoices show 3 nights so you should get 3 nights, for 1 total reservation or 2 separate, its a total of 3 nights

jahason

I am now even more confused. I started off with 30 nights. I queried why I didn't 3 nights that I booked and used using points to make a total of 33 nights. I was credited with 1 night. so went up to 31. I continued querying the 2 missing nights but was told this was credited to another guest. Today I notice my night count has gone down to 29. So one less than I started with! I am not sure what to do next.


Before I posted this thread and my case was considered by Marriott I had 30 nights. Then I received the following reply:

"...We hope you enjoyed your stay and apologize that it was not systematically credited to your account. We are happy to assist you and would like to ensure the credits you deserve for staying with us. Using the information provided, we have added all eligible credit to your Marriott Bonvoy account....."

Then my night count went up to 31. I continued to query my two missing nights and received the following reply:

"......We reviewed the activity and records show that the history of reservation 8xxxxxxx for 05/03/23 to 05/05/23 was originally booked using points. Shows redemption of 77,000 points on 03/17/23 and points were returned on 03/23/23. The same day same reservation 88476103 was adjusted to use 58,000 points however on 05/01/23 the points were returned, and the reservation was changed to a "paid" rate.

May 1st our records indicate the confirmation number 8xxxxxxx was changed to a paid rate that was paid and credited by another guest.

We have now adjusted the stay for 8yyyyyyy dates 05/05 to 05/06 2023 using the 35,000 and the account is in balance.

There are no points taken supporting your stay from 05/03/2023 to 05/05/2023...."

Now my night count has gone down to 29.

iknowthings

I'm intimately familiar with both Bonvoy and property-level workings and all of that (the response you received) confuses the hell out of me. It sounds like maybe your stay wasn't as cut and dry as you described? Two of the nights were in someone else's name? I can't even tell what they're saying.

jahason

There are two issues now.

1. Both reservations were in my name using points and I stayed there (with my wife) and using the Marriott Bonvoy app. First one for 3-5 May and second for 5-6 May. I had to do two bookings because basic room was only available for two nights. Then I booked an upgraded room for one night. In reality we were were told we'll stay in the same room. I queried why I wasn't credited with 3 nights. I received a reply apologising and was credited for one night. I never received credit for two further nights.

2. Before I started querying I was on 30 nights. When I was credited with one night this went up to 31. I think it should be 33. But now my night count has been adjusted to 29 for some reason. I am still waiting for a reply why. I now have one night less than when I stated the whole correspondence trying to claim the missing three nights.

Up till now I have not named the hotel or posted the actual responses. And I'd like to give Marriott time to resolve this first.

Kacee

That's really worked well :-)

1mileman

the only way to get this resolved is to get a copy of the folio for both reservations from the hotel. you can then do a missing stay and they can see based on your folios that you were there on the dates in question. they can send you a zero balance folio.

jahason

This has already been done.

I have had replies like:

"When we reconciled the account, we were not able to find payment with points for reservaton number 8xxxxxxx. As you mentioned there was confusion at arrival that was showed no show, the reservation did not have surpporting points to be applied. Most likely it was held on "points advanced" term and was not completed."

"May 1st our records indicate the confirmation number 8xxxxxxx was changed to a paid rate that was paid and credited by another guest. "

iknowthings

Wait, so were points removed from your account for both reservations or no? It sounds like they're saying they were not?

jahason

They are saying points were deducted for one of the reservations. For the other points were deducted and then put back. I tried to follow it on my online statement but its not clear. So I was thinking of letting go the two nights and leaving my balance on 31 instead of 33 nights. But since then they reduced my night count to 29.

margarita girl

Were the Lurkers involved in any of this? They’re usually pretty good at sorting out messes like this.