34 Replies Latest reply: Jul 26, 2016 11:56 AM by Snail5930 RSS

missing stays

doddsy69 Platinum 8 Reviews
Currently Being Moderated

has anyone else  had problems with the missing stay request forms ive submitted my one 2 times now with no response from the rewards team

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

Location Brand Hotel
Chicago, Illinois, USA Residence Inn By Marriott Residence Inn Chicago Downtown/River North
  • Re: missing stays
    madmax Gold 7 Reviews
    Currently Being Moderated

    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.

    safe travels

    mm

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: missing stays
      doddsy69 Platinum 8 Reviews
      Currently Being Moderated

      thanks i sent them a copy of the bill  on the online missing stay request usually you get the auto response message but not on this occasion

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: missing stays
        madmax Gold 7 Reviews
        Currently Being Moderated

        yes I would definitely call CS. The auto response is usually very quick. Something is amiss I believe.

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: missing stays
    tommo781 Gold 8 Reviews
    Currently Being Moderated

    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.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: missing stays
      bpelican Platinum 57 Reviews
      Currently Being Moderated

      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.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: missing stays
        tommo781 Gold 8 Reviews
        Currently Being Moderated

        As you say bpelican normally it doesn't happen.  But on the odd occasion it does, Marriott are excellent at sorting it out.

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: missing stays
        RiverGoddess Member
        Currently Being Moderated

        Hi, regarding a missing marriott points. you mention emailing CS. Can you send along the email address that I should use. I have sent a copy of my bill twice now via the Marriott Rewards site, but have not heard back from them.

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

        • Re: missing stays
          bejacob Platinum 38 Reviews
          Currently Being Moderated

          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.

          (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

        • Re: missing stays
          CariJ Marriott Associate Member
          Currently Being Moderated

          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.

           

          (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: missing stays
    brightlybob Platinum 10 Reviews
    Currently Being Moderated

    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!

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: missing stays
      tommo781 Gold 8 Reviews
      Currently Being Moderated

      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.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: missing stays
        jerryl Platinum 2 Reviews
        Currently Being Moderated

        I am having trouble finding the missing stay request form . Anyone have help.

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

        • Re: missing stays
          guidedog613 Platinum 6 Reviews
          Currently Being Moderated

          Hi jerryl,

          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

          (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

          • Re: missing stays
            jerryl Platinum 2 Reviews
            Currently Being Moderated

            thanks I found it but now I have to wait three more days to get to the 10 day cutoff.

            (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: missing stays
    ramoneur Platinum
    Currently Being Moderated

    I never had missing stays;

    what is strange though, is that it always takes a few days for a stay to get included/added to my account;

    is the addition of a stay still done manually?

    is there a reason for delay when this is done automatically?

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: missing stays
      CariJ Marriott Associate Member
      Currently Being Moderated

      An excellent question, ramoneur. I'm going to do a little digging on the subject to see if I can find any information on this. Stay tuned!

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: missing stays
      CariJ Marriott Associate Member
      Currently Being Moderated

      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.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: missing stays
        ramoneur Platinum
        Currently Being Moderated

        thnx again CariJ for yet another insightful answer :-)

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: missing stays
        whammo18 Member
        Currently Being Moderated

        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. 

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

        Location Brand Hotel
        Chicago, Illinois, USA Residence Inn By Marriott Residence Inn Chicago Downtown/River North
        • Re: missing stays
          carat Community Manager Marriott Associate Silver
          Currently Being Moderated

          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. 

          (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

          • Re: missing stays
            whammo18 Member
            Currently Being Moderated

            CaraT solved my issue.  Thanks carat

            (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

            • Re: missing stays
              carat Community Manager Marriott Associate Silver
              Currently Being Moderated

              Always glad to help!

              (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: missing stays
      brightlybob Platinum 10 Reviews
      Currently Being Moderated

      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.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: missing stays
    annew20 Silver
    Currently Being Moderated

    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. 

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: missing stays
    ziad Silver
    Currently Being Moderated

    i had one last year & no adding to my account

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: missing stays
      tommo781 Gold 8 Reviews
      Currently Being Moderated

      I have had a couple of glitches in the past, but I have found that Customer Services have always put it right as soon as I told them.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: missing stays
    dave4525 Platinum
    Currently Being Moderated

    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.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: missing stays
      AndrewT Community Manager Marriott Associate Member
      Currently Being Moderated

      Sorry to hear this, Dave. I'd be happy to look into his for you if you could send me a DM with your Rewards number and Reservation number for the stays with missing points.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: missing stays
        dave4525 Platinum
        Currently Being Moderated

        HI I messaged you details but no reply

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: missing stays
    phctourist Platinum 20 Reviews
    Currently Being Moderated

    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.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: missing stays
    ziad Silver
    Currently Being Moderated

    had one last year & no adding to my account

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: missing stays
    Maples Platinum
    Currently Being Moderated

    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 memberupdates@marriot.com, still no luck.  Anybody have the correct email please?

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: missing stays
      mustanggt Platinum
      Currently Being Moderated

      Marriott is spelled with 2 T's...Marriott.  Try that.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: missing stays
      Snail5930 Gold
      Currently Being Moderated

      Regularly I have problems with the points and usually I write to rewards.procedures@marriott.com .

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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