Marriott lost my booking.
 

I recently reserved one night at the Sky City Marriott at Hong Kong Airport. I booked the pay in advance rate and received my confirmation email with the confirmation number. I checked my MR Account and it was there.
Today I noticed that the booking was not listed in my MR account list of reservations.
My credit card has been charged but the hotel says I have no booking.
I have sent the confirmation email to the hotel but at present I have paid but have no booking for when I arrive in Hong Kong in 6 days time.

I find this situation totally unbelievable and unacceptable.

It is possible that the hotel is not aware of your booking. I know that bookings made on the Marriott website are in Marriott's reservation system but the hotel is not aware of them until a few days, weeks? upfront. I don't know the exact period here but I know they're not directly loaded into the hotel's system the moment you make you booking.

So my suggestion would be to (also) contact Marriott to solve this out.

I don't know about your CC payment, for me personally I never had any Marriott hotel pay me up front. I hardly book any prepaid rates but the ones I had with Marriott were never actually paid upfront despite the rate being a prepaid rate. I bit strange and at first it caused some confusion at my site as I taught they were going to charge me a second time at check-out.

I only ever use prepaid reservations when I am certain to check in. In this case I had a cancellable ressie that was more expensive so I booked the prepaid rate and then cancelled to other ressie. I have checked and I only cancelled the initial booking. The hotel is mystified and is checking my confirmation email that I have sent to them. As a back up I have made another cancellable booking so that I have somewhere to sleep that night.

It is all very strange.

The good news is that the hotel isn't full and you have a room. Given that you have a written confirmation, I would expect the hotel to honor the lower prepaid rate (and to only charge you once, of course).

What did Marriott say when you called. As you've been charged, they ought to straighten it out with the property. No reason to wait around the front desk on arrival.

BTW - there have been reports on int'l prepaid reservations not posting properly for night/points credit post-stay & it can take up to 2 months to get it sorted. One solution seems to be to charge something minor to the room, as it often will trigger the entire stay posting properly.

Good luck w/ your stay!

Cheers.

Marriott lost my booking.
 

Calling Marriott Reservations in Australia - that number has been discontinued is what I get when I dial it. So called the hotel direct. The hotel has responded to my email but only to say that they are looking into the problem.

Marriott lost my booking.
 

It looks like calling the hotel and sending them a copy of my confirmation email did the trick. My reservation has been reinstated but now with a different confirmation number. Now I must not forget to cancel the backup booking I made.

^

And thanks for posting the ending. It's always frustrating when people post about an issue but do not return to let us all know how it worked out.

Enjoy your trip.

Good to hear they sorted it out. ^
Still, it shouldn't happen off course. It's not normal you have to check upon the reservations you made all the time.

Okay, that might explain why my stay in Leipzig didn't get credited. In that case I had car park on the bill, but it hasn't materialized yet (stay from the 7th of January).