Need help getting nights and points posted
 

I pre-paid a stay of 4 nights for the Shelbourne in Dublin about 2 months in advance of my stay. During my stay I did not charge anything to the room.

Fast forward and my nights and points have not posted. I reached out to Bonvoy (via Twitter) and they first told me that I just need to submit a missing stay report. But since I did not have any charges to the room the hotel did not provide me a folio. I just have the AMEX receipt from the pre-payment. Without a folio I can not report a missing stay. I asked Bonvoy about this and they then said that the pre-payment was not eligible for nights / points since I used a credit card that was not on my profile. What??

I reached out to the hotel directly and they say they have posted the nights and points. That was 2 weeks ago. They are not showing up. They said there is nothing they can do and I have to contact Bonvoy or Ambassador. Ambassador could not make a cup of instant coffee and they absolutely don't understand what I am asking. They just keep saying I have to wait 10 business days for the points to post. Its been a month. Bonvoy says I am due no points.

Thoughts? Ideas?

What booking channel did you use?

Marriott.com

Instead of a folio just submit the booking confirmation you got via Email. This should be straightforward to sort out

For future reference, always ask for a zero-balance folio at check-out with all the credits (prepaid rates are line-itemized as “credit at check-in”) and debits for the stay.

Yeah, I don't have this unfortunately. I've never had such an issue getting points / nights in my 25 years with Marriott.

I asked at checkout and they said it "Could not be provided since it was a $0 balance". I should have been more firm.

you don’t even need a confirmation # to fill out the missing stay request. Probably easier to submit with it. hopefully the property at least can provide you that.

There should still be a detailed folio at check out I have never had this happen either. Have you called the property’s accounting department or Marriott’s customer service and asked for the folio emailed to you? If that doesn’t work since you paid with Amex I would ask them to get it for you. Let Amex know that you are not disputing the charge but the vendor will not provide you a detailed receipt.

I have also stayed at this property recently but on points. No issues with crediting.

correct ... it is easier though if you have 'something' ;)

Hi lucycan,

Sorry to learn about your experience.

We would like to help look into the missing stay credit for you. Please provide below information to us via private mail here or by email below. If you choose to send via email, please include your Flyertalk username.
Your full name
Marriott Bonvoy account number
Email address associated with your account
Stay information(hotel name and stay date)

Best Regards,

Christina Z
Specialist, Social Media Care
Marriott International

[email protected]

You can only contact the Marriott membership center to solve this problem

The nights and points will eventually get posted one way or the other. The “Problem” that we want solved first is why can’t the OP get a detailed folio either printed at checkout or emailed to him. Do you know the solution to this problem??

Not sure that is true. Most hotels don't see a reason to print a $0 folio. I had to insist on it before. They can ... never seen a case where they really technically cannot.