Online checkout
 

I like the online checkout option when I leave a hotel, but wish it was more reliable. On two of my last three stays, no copy of my bill was sent after I left. Following up with the hotel then requires calling by phone as email addresses are usually not provided. The net effect is that even after a positive stay my final impression is often negative. Why cannot Bonvoy fix this as it is damaging to their brand?

I believe this has to do with individual properties, not the Marriott Bonvoy program.

Yes, but it is up to Marriott to ensure that properties deliver on their peomis.

The online checkout takes place in the Marriott Bonvoy app, so Marriott Bonvoy has everything to do with making sure the transaction completes properly.

Perhaps we read the OP differently. I thought there was no issue with being checked out, but whether the OP received a copy of their bill via email, and then whether the individual properties promptly provided bills in response to follow-up requests. I do not believe Marriott International has access to bills until and unless they are generated by the properties. The question asked was why cannot Bonvoy [sic] fix this; the answer is that Marriott International has not developed a centralized billing system for the thousands of properties in its system of predominantly independently owned properties. Whether Marriott International should change its business model to do so is another question.

There's no need to call or email, just send a chat message on the app asking them to email your folio. Chat remains available the rest of the day after you check out.

I never check out, in person or on the app, and magically the folio finds my email...every time.

The few times I can remember OP's complaint being an issue for me it appeared to result from my ending a stay early; in which case, that chat thing clears it up promptly. Else, as noted by billdokes the folio finds my email 99.99% of the time.

Unfortunately, I did not check my emails soon enough and by the time I did so the chat function with the hotels was no longer available. If I look at the Activity section of my Bonvoy account for 25 stays over the past year, I see that the bills for most of my North American stays are shown, while most of my other stays do not show the folios. The latter say “Hotel Bill is being prepared,” but they never appear.

Right, my practice is to send the message in chat if my folio isn't already in my inbox. In 90% of my North America stays, the folio is there by 5 a.m. anyhow. It's for the others that I send a message on the app. Outside of North America, I typically stop by the front desk. In many countries, it is expected if not required.

same here; "most" of North America, and in my experience none of UK, EU and Central America

Just to be clear - I am not referring to emails, just talking about "folios in the activity section of the App _

I seem to have the opposite problem. I always checkout at the front desk, and always decline the paper folio, instead asking them to email it to me. I can't recall the last time that I didn't receive two separate emails simultaneously, each with a copy of the folio.

I also always seem to get 2 emails, one in the middle of the night on the day I'm supposed to leave and another after I've left...it's like the prelim and the final in accounting lol

Also see this regularly, and actually appreciate it--opportunity to review charges and correct anything before they close the folio, and also to change the form of payment if necessary.

cheers!

Online checkin never works, so I wouldn't expect online checkout to work.