4 Replies Latest reply: Jul 11, 2015 7:48 PM by vagabond67 RSS

Reservation not showing up in profile ... ?

vagabond67 Platinum
Currently Being Moderated

Just want to see if I am the only one experiencing this issue ...

 

Recently booked a reservation with the Cosmopolitan Hotel in Las Vegas (Autograph Collection) by calling the hotel directly. All that was fine, but when it was done, I noticed the reservation didn't show up in my Marriott.com profile. When I tried to input it manually, the system rejected it because the confirmation 'number' was a 6-digit letter sequence, not the usual 8-9 numerical code.

 

When I contacted support, they insisted that I booked this through a "wholesaler" and that was the reason this was happening, and that I would not receive any rewards points for this stay. (??!?)

 

Am I alone on this?

(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: Reservation not showing up in profile ... ?
    702rugbyref Platinum
    Currently Being Moderated

    I have had this happen at my previous Diamond loyalty chain but not with Marriott. I usually book my rooms directly through Marriott website however.

    (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: Reservation not showing up in profile ... ?
    lindseyh Community Manager Marriott Associate Member
    Currently Being Moderated

    Hmmm. This does seem strange, vagabond67. If you send me a private message with your Rewards number and email address, we can take a look at see what's really going on.

    (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: Reservation not showing up in profile ... ?
      vagabond67 Platinum
      Currently Being Moderated

      All ...

       

      After a few more conversations with the staff at the Cosmo hotel, they have now assured me that (1) I will receive Platinum benefits on arrival, and (2) the Rewards points that go along with my stay. It was very confusing to all involved because of the difference in confirmation code format. Marriott customer service was sure I had booked through Expedia or Hotels.com. The hotel staff seemed to be oblivious that this property uses an entirely different confirmation code format that the rest of Marriott. But it seems resolved now.

       

      @jerryl -- yes, I usually book online as well. This time I needed to be sure my room was located in the same section of the hotel were my work colleagues are staying. That's why I had to call vs. use the interwebs.

       

      @lindseyh -- appreciate the offer! If something doesn't work out, I will msg you.

       

      Cheers.

      (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.)

More Like This

  • Retrieving data ...