Idea: Point compensation when a hotel fails to post earnings
 

I've had three times this year where a hotel hasn't properly posted points. Twice where they didn't post any points or elite nights, and once where they posted the nights but only 300 points for a 4 night stay. Each time you have to wait 2 weeks, or 4 weeks for international hotels, and then upload a PDF of your stay. This is entirely too much work for something that is 100% out of your control. The customer shouldn't have to be doing something the hotel staff should be handling, especially without compensation.

Every time a hotel fails to properly post points/nights they should give an additional point bonus as compensation. This would be similar to a customer being compensated if they're not offered a platinum welcome gift, but I'd argue that points not posting is a much bigger hassle than not being offered something to drink.

Yes, it would sound simple, but as you state, it happens a lot (at least is reported a lot) and therefore would be quite expensive to deliver. I think MR is counting on people either not noticing or putting up with the delay. Now if we decided to walk away after a failure or two (and it's reported to MR) then the lost revenue might get more attention.

I agree. I find the Marriott process tedious and unreliable, and I wish I didn't need it so often. There is one Delta I frequent, for instance, that has failed to post the points at all on my last four visits. I brought this up with them a few weeks ago at the front desk and received assurances my stays would post right away. Alas, I just posted the missing stay request online for two more stays from this hotel this month. I find this frustrating and, as a consequence, have booked away from Marriott for my stays this week.

I care about this issue a lot more than a missing amenity.

If they were that worried about rolling out a program like this I'd hope they'd consider putting resources into fixing the problem.

Its starting to become a trend. First time I had to follow up I got 1k extra pts, second time 2k, third time 5k xtra and a heartfelt apology. Coming from IHG which never had this problem (at least for me) its interesting that they are having so much trouble with something so simple.

Is it new as a Delta hotel?

I've had the same problem with the Delta Garden Grove California, but it was converted from a Wyndham just a few months ago, and they're blaming it on that.

Well, I currently also have a missing stay at Hilton Honors (for a DoubleTree that's been in the program for years). Except every time I click on 'Report a Missing Stay" on the Hilton site, I get a website error. (Which I also go on the Marriott website the last time I tried for that Delta hotel, so I had to use "Contact Us" instead.)

No, it's been a Delta since opening 8-10 years ago, which makes this all the more frustrating.

I can't even get Marriott to answer my phone calls. While I'd like to see this, I don't think we will.

In a perfect world where where one party (the franchisee) has to (solely) fulfill the promises of another (the Corporation), there should be points and/or financial compensation for non compliance / delivery. Otherwise what is the point when the customer has to get involved and beg?

Missing stays or incorrect points is happening much more often now... previously it was extremely rare for me, and now I've had several incorrect postings or no postings for stays. Oh not to mention that downloading receipts is still broken for many hotels.

Not such a crazy idea. Hyatt used to offer an extra 500 points if your Diamond welcome points failed to post.

I also have a missing stay from a Delta Hotel that claims it's typical and new (10 months, though, ha!). This is in Grand Rapids. Is this a known issue with the Delta sub-chain?