8 Replies Latest reply: Jun 27, 2014 11:25 AM by iahflyr RSS

Marriott Not Updating My Rewards Account

glenterius Gold
Currently Being Moderated

Just curious if anyone has encountered this situation.

 

Marriott stopped updating my Rewards account just before I reached Platinum status.  I have called, emailed, spoken directly with sales personnel at my normal hotel and no one seems to be able to resolve this problem.  Even worse, I don't think they care.  Any ideas?

 

I've spoken with Hilton and they've offered to bring myself and my team over and match our rewards.  Any feedback is appreciated.  Thanks a lot.

(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: Marriott Not Updating My Rewards Account
    jmart Member
    Currently Being Moderated

    Hi glenterius - we're glad you posted here as we'd like to do everything we can to remedy the troubles you're having. Marriott values all of its Rewards members and we want to help! If you can send me a private message here on Insiders, I will reach out to a Rewards specialist to get them in touch with you. Just let me know your Rewards number and I'll take it from there. Thanks.

    (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: Marriott Not Updating My Rewards Account
    jmart Member
    Currently Being Moderated

    Hello again - a Marriott specialist would like to reach out to you directly, so can you please send me another private message with your email and phone number? Thanks!

    (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: Marriott Not Updating My Rewards Account
    halnewhouser Platinum
    Currently Being Moderated

    Are you referring to the fact that stays are not posting in a timely fashion--if stays post at all?

     

    This problem cropped up recently. Previously e-receipts would be received two days after check-out and nights/points would post three days after check-out. (Only rarely would there be exceptions to this.)

     

    Now stays are not posting or they are posting several days (about a week) after check-out. Many Marriott Rewards members are reporting this on Flyertalk so we know that this problem is not limited to individual MR members nor is it limited to specific properties. It is a widespread problem.

     

    Unfortunately Marriott has yet to acknowledge this problem and many of us are still experiencing these delays and missing stays. It is disconcerting that we have to invest so much time to track stays and then spend additional time to get credit if they don't post at all.

     

    Marriott, if you read this, please realize that I and others are well aware that your policy is to manually post stays when the stays don't post in 10 days after check-out. That is not the issue here. The issue is that something has changed in your IT systems and this change is causing posting delays and missing stays. Please fix this problem rather than focusing on your policies.

    (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: Marriott Not Updating My Rewards Account
      GoldenBoy Platinum
      Currently Being Moderated

      I just had a stay a week and a half ago that would have upgraded me from silver to gold Elite. Normally, the nights post within 2-3 days, but they didn't. I wanted to make sure I got my change to gold elite as I have 2 stays this upcoming week at full service, & I wanted to insure I got my potential for room upgrade/lounge access/breakfast etc. Even though 10 days hadn't elapsed, I emailed a missing credit stay to Marriott with a copy of my bill & they credited it within 24 hrs. WHEW!

      (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: Marriott Not Updating My Rewards Account
        halnewhouser Platinum
        Currently Being Moderated

        Nice to hear you that you received a timely solution!

         

        This IT problem really needs to be fixed. There's no reason that stays shouldn't be posting in two to three days. The hotels are getting the data to Marriott. It's the central Marriott system that is delaying the posting or not posting at all.

        (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: Marriott Not Updating My Rewards Account
    iahflyr Platinum 26 Reviews
    Currently Being Moderated

    My last stay at a FS I did not get a receipt nor did the stay post to my account.  I called the accounting department at the hotel and they told me my rewards number wasn't attached to my reservation, hmmmm.  I asked how could that be when I got the email reminder, when I arrived at the hotel they thanked us for being a loyal Marriott Rewards Platinum member.  Had the reservation not had the rewards number it was impossible for happen.

     

    Now reading this thread makes me curious as to what is up!!

    (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: Marriott Not Updating My Rewards Account
    jmart Member
    Currently Being Moderated

    Hi all and happy Friday!! glenterius: I've heard back from a Marriott team specialist that your issue has been resolved, but I do want to confirm that you also feel that way. Let me know when you can.

     

    Knowing that there seems to be an overall concern that there could be an IT issue, we'd like to look more specifically at a few of your accounts. halnewhouser: can you please send me a private message with your Rewards number and contact information so this same specialist can reach out to you for details? And everyone on this string is welcome to do the same if you have a particular instance you'd like reviewed. This always helps when trying to uncover possible technical issues. Thanks everyone.

    (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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