hi doddsy69. I have not had any issues with a missing stay request. However, since you have not heard anything, I would give the Marriott CS line a buzz and see if they can look up the issue. Did you copy your bill and send in or did you just fill the form out with the dates of stay and where? Sometimes you can fax a copy of your bill in and that will help but the CS agent should be able to assist you. I hope it is straightened out very soon.
I had a problem once. I booked two rooms - one for us and one for our friends. I was entitled to elite nights for my room and points for the total spend across both rooms. I was awarded points which made absolutely no sense at all, and the wrong number of elite nights. I contacted the hotel, who said they would put it right, but they only made it worse! So I contacted Marriott rewards CS direct, and after emailing them copies of the bills, they deleted all points and nights from the stay, started from scratch, and gave me the correct awards. The whole matter was sorted out with Felicia V at CS in double quick time.
In my experience, problems originally start with the hotel getting it wrong. But I have always found Marriott CS to be superb.
That's the way to do it Tommo781 when you have missing stays. Send the documentation to Corporate Marriott CS VIA EMAIL. Fortunately, this doesn't happen often.
If you've sent your bill in, call customer service rather than emailing. They should be able to pull up the records on the spot and credit your account.
I love email except when I don't get an response. That's when I make a phone call. You're more patient than I am. I wouldn't have tried to email a second time.
Hey RiverGoddess, bejacob is on point with the call suggestion. Additionally, you are always welcome to reach out to myself (CariJ), lindseyh, or joshm with any questions or concerns about Marriott Rewards or the Insiders site. If you'd like me to look into those missing points, I'd be happy to have our team do so. Just send me a direct message with your Rewards number
I'd also like to give you a warm welcome to the Marriott Rewards Insider forum! It is here that members can share experiences, perspectives, photos, and ask questions to a group of experienced travelers. Be sure to check out our Getting Started Guide for tips on how to enhance your Insiders experience.
I don't think I've ever experienced a missing stay but significant point shorting has always been an issue. I catch up with my expenses 2 or 3 times a year and cross reference it all with my Marriott points. I don't think a year has ever passed by without experiencing significant shorting on at least one stay. Last summer it was ridiculous, nearly half my stays suffered with point shorting. Marriott CS is usually very good at dealing with this, with issues resolved within a few days.
I've got to get round to reviewing this years expenses soon... Yuk!
As you say brightlybob they are very good at sorting it out. Like I said earlier, I think the initial fault is the hotel, but then CS sort it. Just a shame we have to do a self audit to find out.
IF you go into your account overview and click on activity to expand , you will see at the end of the activity info it gives you the link to the missing stay claim page
Hey ramoneur, I had our team confirm the following: When stays are booked directly through Marriott with a Rewards number, they should post automatically. There are some situations, like a group booking, that may cause a delay or may require the stay to be posted manually.
While that doesn't totally answer your speculation, I did my best to take a stab at it If you would like to know why a particular stay was delayed in posting points, our team can investigate the specific hotel bill or reservation to determine the delay cause.
I booked directly and haven't received credit yet. Submitted several missing stay requests and still haven't gotten a peep. Surprised when I submit a request I don't get an automated email with reference number to my request. That way I have a number to follow up with. If I don't have that Indont have proof that I attempted to request credit. Therefore ifnit doesn't happen and I forget to follow up then it would be on me.
A confirmation email is good. I stayed at another major brand recently and had a problem with online booking. Their system was messed up. After bookimg I notified them of their error. When I got to the hotel they said they "upgraded" me to a better room due to my email. I went from a King to two double beds. It was hardly an upgrade. They were fully booked so I couldn't downgrade to my King bed as they had changed it without asking my preference. A little communication goes a long way.
Hi whammo18. We can help with your missing stays. Would you mind sending me a direct message with your Rewards number and additional details about your missing stay? The hotel name, location and dates of your stay. I'll be able to take a look and make sure all eligible credit is added to your account.
I Can't see how adding points for staus can be done automatically, at least at FS hotels where to the room rate points must be added those for food and beverage purchases. I'm pretty sure the final posting of points is subject to some sort of final revenue clearance by the hote, even if that's simply a clerk pressing a send button! Some are faster at this than others.
I just called Customer Service on two stays that were missing & I had already submitted the "Missing Stay" request online but it still hadn't posted. The rep gave me an email address to send it to so I'm waiting to see if it posts. With these stays in Feb. it should unlock the #3 bonus on the Mega Bonus promotion.
MY experience is not so good so far in the last two months have written 10 emails to customer services on missing different points from hotels and to date not a single reply, I wrote 4 times to a Marriott hotel in Thailand to make a booking and this time only a reply on 4th attempt. So I make this me 14 mails v Marriott 1 reply.
Cannot say thats great service.
I've been quite lucky and have only failed to receive credit for one stay in 25 years. That time, I submitted the form and got credit that exceeded what I expected. I think that Marriott may have erred in my favor, but after one unsuccessful phone call I gave up trying to get an explanation.
Just chatted with customer service re a missing stay and was told to email details to (I thought) member.updates@marriot .com However the email is undeliverable so I tried firstname.lastname@example.org, still no luck. Anybody have the correct email please?