So in Jan I spent 11 nights on business in Kuala Lumpur, Malaysia and decided to stay in the JW Marriott there, as being a platinum member it seemed the logical choice.
The hotel was wonderful, and the service was great, and after spending over $1800 there, I checked out happy.
2 weeks later, my points and nights hadn't been added to my account, so I sent a missing stay request along with a scan of my invoice, and then yesterday (a week later) I am told by some automated email that:
As a Marriott Rewards member, each time you stay at a hotel, you earn points or frequent flyer credit and Elite nights based on the eligible charges shown on the final itemized hotel bill in your name. I apologize we are unable to post credit to your account as your hotel bill does not show any eligible charges.
So after spending $1800 on a top Marriott hotel, not a single dollar qualifies for points, and no nights are added? I booked using my usual corporate rate, which has always paid out points and nights in the past 4 years, and I have checked the rate rules on the marriott.com website, and nowhere does it state that I will get stiffed for points, so I am wondering what on earth is going on?
Has anyone else experienced this, and can shed some light on the subject?
We are having a specialist from our Rewards Team take a look at this for you. I will certainly follow-up with you shortly. Our apologies on the inconvenience!