How long before missing stay request posts?
 

They missed a recent stay for me. I faxed in the request form. Have not heard anything back. Do I get a confirmation? Has anyone had experience in this? How long does it usually take to post? I want to use a reward stay and need these points.

Usually 1-2 days. It helps to call Utah and speak to a person, then fax the folio to his/her attention. It appears on the phone line a day before the web site.

So, if I sent it in on Monday and it has still not posted, I should call?

I've had to wait up to 10 days this year twice for missing stays to post. I'll try what the previous poster suggested as it beats what I'm doing now.

On the whole, the submitting stays manually to MR is one of the few downsides, at least for me, about the program. It's almost always compensated by quality stays and superior customer service that've been extended to this lowly MR silver, so the good outweighs the bad and keeps me as an overall satisfied MR collector.

I had a run of missing stays earlier this year. I tried the fax route once, and nothing ever showed up, so I called Salt Lake directly. While I was on the phone with them, they called the hotel and verified the stay, and the points posted the next day. That's the route I've taken from then on, and they've gotten a lot better in keeping up.

I think the fact that I'm Platinum helped, but the direct call seems to be the most effective route.

My experience recently is that if you just fax it in, it won't get done. Call and talk to someone and fax it to them directly, although this doesn't always work either.

I was recently told by someone at the Platinum desk that so many stays have gone "missing" that the fax line is 3-4 weeks behind in getting them posted. He was able to get mine posted while I was on the phone, but my real question is why are so many stays not posting correctly the first time?

I just had the front desk fax in a missing stay request this past Tuesday (For an entire month at the Residence Inn. I will update when MR actually credit my request.

pbiflyer,

The normal time for stays to post is within 10 business days from check out. If for some reason your stay has not posted and you send it in to be manually added, that can take up to 4 weeks to post (depending on the volume of requests).

As others in this thread have suggested, I would recommend contacting Marriott Guest Services directly. That way an agent can research the stay as well as make sure it is posted if applicable.

Thanks,

Chris

Just a minor point: calling SLC is not a toll-free number. However, nowadays long distance is so cheap (or even free) that this is usually no big deal at all.

I checked my account today 9/12 and got the credit. So it probably posted last Friday. Not too bad of a turnaround. (I made no calls, just had the hotel take care of it)

I recently posted in FT that my experience over the past 4 years has been 100% of my stays were posted and I was very happy/lucky that I did not have to follow up with missing stay requests. However, a recent experience has me frustrated. A stay at the Wailea Marriott at the end of June still has not posted to my account properly, over 2 months later. Here is what I have done so far:

The Details: 8 night stay at Wailea Marriott…. 2 rooms for 7 nights apiece on awards stay. One extra night…two rooms at paid rate. Total amount of incidentals and room charges were $2700.

What I expected to post….one night credit and “approximately” 35,000 points (2700 x 10 x 1.25 (gold bonus).

This is what I received:

-Waited 3 weeks after the stay to check for a posting….nothing.

-Faxed in the missing stay request and copies of the bill

-“Wailea Marriott” then shows up on the account line item with zero nights and zero points

-Two weeks later…nothing

-Call to Marriott….”we never got the fax”

-Re-Fax to Marriott that day…wait two more weeks…nothing

-Call to Marriott….speak to rep. “can’t find your fax”…I get a name

-Re-fax to that specific person…”she will fix it for me”.

-Rep called me back to say she got the fax details…sounds good to me

-1 week later…no points or nights

-Call to Marriott…..speak to my rep…”will post on Friday” (this was a Thursday)

-It is now the following Wednesday….still no points or nights…

I have spoken to this rep directly 4 times regarding this problem obviously not getting any help.

What should I do next?

Pray?

Or keep bugging them until they give you your points!