Happy

Have 2 5-nighter SPG award stays not posted. The missing stay form required a bill to attach and of course I dont have any. I just want the nights added as well as to serve the extension of the account.

There is no way to submit the form without attaching a bill. Is that the only way to sort this out is thru the Marriott CS call center hell?

SkiAdcock

Deleted, as didn't catch that this was an award stay. FWIW - it's one reason I always charge something to the room on award stays, to have a folio generated.

Cheers.

mahasamatman

Contact the hotel and have them resubmit it. I just did this last month.

Happy

I will try that and hope they will respond. I did not even get pre-arrival emails from either one - 4P at Brisbane and Sheraton on the Park at Sydney. Still need to get their email addresses from Marriott CS first.

mahasamatman

You may have to use the phone. Marriott doesn't like giving out email addresses.

margarita girl

RobOnLI

Call them. Give them your name and date of stay and they'll email you a copy of your folio before you're even off the phone.

I had to do this twice during the merger since my SPG account merged with my Marriott account but two stays were made under my old SPG account. Once I had the folios I had to email them to SPG because the "missing stay request" is utterly broken (as in, NO ONE will reply to you, ever.)

-RM

Happy

Thank y'all.

Will try both the email and the phone. Though I suppose better to call during their day time, and not sure they can generate a folio that has no $ charged.

Off to find their facebook pages to see if they list the email addresses there.

RogerD408

The system has no way to determine if the attachment is a folio or a picture of your cat. I would create a PDF file with a document containing all the pertinent data, hotel name/address, dates of stay, confirmation number, and a statement that no folio was provided and of your expectation they will post the night(s) per the program. I'd bet that would get through to someone. Worth a shot.

sdsearch

I had a couple missing award stays in mid-October at a Sheraton I returned to in November, and at checkout they were able to print folios for those two prior award stays. I then emailed those PDF scans of those folios, along my email reservations for those stays (turned into PDFs), to SPG Lurkers here on FT, and they posted the next business day.

So folios for award stays with no $ charged should still exist.

But Marriott CSRs have recently been claiming that you can't get elite night credit for award stays, which is why after I got the folios I went through our reliable SPG Lurkers instead of the unreliable Marriott CSRs.

rny321

My experience trying to get a copy of a folio so that I could submit a stay request: While logged into my account, I fill out a request for a copy of my bill. Sometime later an email is sent to the email address listed on my account requesting information to confirm my identity. Although the information was likely already provided, I send back the requested information anyway. Never hear back.

Hopefully, the hotel can provide a copy.

EuropeanPete

Happy

So at the end you still had to contact the hotel to get the folio?

If it was not for 10 nights in total I may just not bother with it. While it is moot for this year (I did a Plat Challenge finished in July) but does it add to the LT tally despite it is still a long way to go... lol.

Happy

I thought they can also see if the reservations have been consumed from their system when giving the reservation numbers. One other issue we have is that Marriott has changed the reservation number from the SPG format to Marriott format. I recall seeing there was a message shown on top of the reservation about Your Reservation now has a New Number - instead of starting with 3, it started with 8. Both numbers were listed when the reservations were viewable online. Should have made a PDF of those.

I thought the program has long changed to count reward nights as qualifying nights almost 2 years ago? Since when the program did a flipflop back to the historical?

The 2 Marroiott's own properties in Hong Kong posted stays correctly and timely.
The 2 SPG properties in Australia are the offending properties.
Come to think about it, I haver had SPG stays reflected under the Past Stay tab whenever it is international property. Though luckily the count on the stay / night changed, as well as the amenity points posted. I have reported this glitch to SPG a few times in the past - it never got corrected and the reps insisted the stays showed in their system.

rny321

I believe in one case I contacted the hotel and in another I called.