zulu1128

My last two stays at SPG properties, I've not received my email final folio after checkout. I checked out of the Aloft Love Field in Dallas on 2/6, and had to call the hotel to have them resend it two days later. It still wouldn't deliver to my work email in my profile, so I had to have them send it to a secondary email. This past week, I received my folio within 10 minutes of checking out of the MCI Marriott on 2/13, and have yet to receive it from the Sheraton LAX Gateway from my checkout on 2/14.

In addition, it appears that no SPG folios are available for download on the website...only the legacy Marriott ones. Is anyone else seeing this?

SkiAdcock

It's been mentioned in the no download receipts thread. For a while, it seemed that both sides weren't getting folios, but lately it's been more the SPG properties not getting them.

Cheers.

Repooc17

Shearton Gateway (LAX) - I had a one night stay (2/14-2/15) there - first statement came to my email middle of the night, and the final statement came in shortly after check out. Same as always.

Dr. HFH

This is all on the individual properties. As many here know, most of my stays are in one hotel. When they on checkout if I would like a printed statement of my stay and I reply that I would prefer email, it usually hits my Inbox before I walk away from the front desk.

SkiAdcock

I wouldn't necessarily think 1 particular property is representative, given how many reports we're getting & many are from the SPG side.

Cheers.

UA-NYC

Best practices when checking out from any Marriott property (for me going back well before 8/18) are to always get a printed folio, take a pic of it, and send to yourself. Can't ever rely on 100% getting an e-mail folio (I could with SPG and now can w/Hyatt)

naumank

Antarius

I ask for both since August.

Dr. HFH

I agree. I was just saying that this likely has nothing to do with Marriott, -- it'sup to the individual properties to email portfolios.

EuropeanPete

KRSW

I've been 100% for the e-mailed folios for the past 3 months, surprisingly. Out of habit, I still snag a printed copy from the front desk every time just in case.

Now, on the other side of the fence, I received 2 e-mails for my most recent Hilton stay. NEITHER one had the correct information on it. When I went to Hilton.com, the correct bills showed up. Granted, the hotel took the liberty of charging everyone in the conference $4.78 for a bottle of water, which I called and had removed. No need for bottled water when there's an ice machine and perfectly drinkable tap water at that location.

SkiAdcock

Actually that's wrong.

Properties use MAR systems (FOSSE, Opera, etc). When a property checks you out, they see 'folio being emailed' on their screen & as far as the property knows you've gotten the folio - until you call them to say you didn't, then they have to scan & email you the folio from the property.

Reason I know is (I mentioned in the download receipts thread) a friend of mine works at a property. He said pre 8/18 they'd occasionally get calls saying no folio received. Post 8/18 they get calls multiple times a week saying folio not received & have to scan folios & email them. They recently had a long-term guest say he didn't get 16 folios (why he waited 4 months to tell them is beyond me) & had to scan/email 16 folios.

I think you were lucky w/ your property.

FWIW - I've always gotten printed copies even w/ the email option. I want to see my folio before check-out, as I'd rather correct an error on-site than have to deal w/ it afterwards.

Cheers.

BaconSF

flightrisk

controller1

That's why I liked that SPG would send you a folio around 3:00 a.m. on the day of departure. That always allowed me to look at the charges prior to arriving at the front desk and if all the charges were in order, I would simply call down to the front desk and tell them to check me out thereby avoiding having to stand in line awaiting checkout.