I for one am a little upset with the way Marriott handles its missing stay requests. I recently stayed a weekend at the Renaissance Sydney and had not received credit 3 weeks later. I checked online and saw that I needed to send in a copy of my bill. That seems like it should be someting that Marriott should do; after all, they were the ones to screw up. They could just look up my stay in their computer instead of inconviencing me even more. I will be staying at Hilton in the future.

Hopefully, someone at Marriott will read this (as people from Starwood and Hilton do), and take note that they just lost a customer.

No toll-free phone line, no way of looking up past stays and crediting them, etc. I'd have to agree that Marriott are about the worst chain. They do seem to have some very helpful staff scattered in their email-answering and phone-answering areas, but you have to try way to hard to eventually get to them.

The fact that, in my experience, their system can't even manage to credit stays to their own rewards scheme from their own hotels in their home country, is pathetic. Not having a toll-free number to call to fix this is also pathetic.

Take a look at these comments regarding the same thing.

http://www.flyertalk.com/forum/Forum63/HTML/001013.html

Understood.

With over 915,000 Marriott points I am writing this from the Hilton Valley Forge (Pennsylvania). AND, I am doing it for the reasons above. I've gotten missing stays posted to my Hilton account with a phone call or an email.

I emailed Marriott about this very issue and got a Delta Airlines non-reply which basicall said, "You want the ponts? FAX 'em to us! We don't don't have time to track down your worthless stays!"

'Nuff said.

I'm missing a stay from MSP from 9/10-9/15. I sent an email, they said fax a copy of the bill. I faxed to the number (not 800 of course) on 9/30.

Still not posted. Called CS (again not 800) and was told to fax again, this time to a particular agent's attention. I'll do that when I get home tomorrow. Let's see if it does any good.

Continuation...so today a I get an email that says:

Mr. Bonzaiflyer,
I have received your fax and have credited 420.00 dollars to your acct. It
will update into the system within the next 24-48 hours.
If there is anything else I can do for you, please call at 801-468-4000 ext
xxxxx.
Thank you for using Marriott Rewards,
(name withheld to protect the agent)
Marriott Rewards Rep
ext xxxxx

So as of now, it hasn't posted. I'll see what it looks like tomorrow or Wed.




[This message has been edited by bonzaiflyer (edited 10-08-2001).]

I had missing stays from RI in Livonia,MI. I filled out the form online and to my surprise they needed me to fax them the folio. But the problem is i don't have the copies. I had to call RI Livonia and tell them to fax me a copy. Now what if I don't have J2 or Efax... and no fax machines????

FWIW, the stay got credited very quickly.

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Albert

Again, my folio from RI Tulsa did not have my Marriott number on there...i can only safely assume that they did not credit me this time...so back to the square one.

This is getting old.

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Albert

Guys and Gals, FWIW, I always contact the property first rather than calling MR and most of the time get it worked out with the individual property. Had missing credit from PDX CY, called hotel and it posted within 2 days. Had similar issue at Greeneville/Spartanburg CY, called hotel and it posted next day. I don't know if I have been lucky or not and it still doesn't address the root problem of "why don't they post, initially"? It is usually works for me and is certainly quicker than using the service center. Hope that helps

Oh, that's an interesting approach! I'd never thought about doing it that way, but possibly because our missing stays have been so few and far between. I am talking maybe a dozen out of over a lot of stays (400?) over 17+ years. And some of them were in the Ancient Past, i.e., before we could check our accounts on-line.

We did have a recent, expensive, stay not post. When we called Customer Service, they allowed as how That Property - the Philadelphia Marriott - is a perennial problem. (I can believe it... sorry, Bruce!)
Faxing it in fixed it quick. Sorry, Al, we don't have a fax machine either. Just a scanner (and those are seriously cheap these days) and free software.

The general answer does seem to be that it's the individual property that does oversight, so maybe they should be allowed to fix it first. Or if they've screwed up enough, maybe not.

Thanks to the internet. I think everyone has Jfax or J2 or Efax. I actually have contacted the Livonia,MI's RI and ask for Posting. He just told me that he can't "get into the system" after I check out, he can however do it if I check-in again. Like I was going to Livonia again after 2 months of staying there?

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Albert