I booked 3 nights at Marriott Ginza, Tokyo. Whilst I was there I extended and stayed an extra night - so stayed 4 in total.
When I checked my account I was only credited with 3 nights. I sent a copy of my account which clearly showed the 4 nights and copy of my credit card bill to claim a missing night.
Received an email back saying I should check my account as it had been credited- checked and it was still only the 3 nights.
Since then over the past seven weeks I have sent a total of another six emails ( some to the stay.add address- some to customer care and some to the link direct from the complaints page).
I have not had on reply and the missing night has not been added.
Any suggestions- this is ridiculous- how hard can it be to verify and then amend.
Welcome to Insiders janeysm. Apologies for the frustration this has caused! I'd like to help out and have sent you a direct message.
Sorry to jump into an existing thread, but I'm trying to to report a missing stay as well.
When I try this on the Marriott website, I get an error. Something to the effect of:
The server is temporarily unable to service your request. Please try again later.
I decided to come here to see if I could DM a representative, but for some reason I cannot send DMs. I get a red bar across the bottom which I think indicates an error, but there's no explanation in the bar -- just a close button. I tried using different browsers with the same results.
Am I being blocked by the spam blocker since my account is relatively new?
Anything you can do to help would be appreciated. I'm trying to get credit for the 7 nights I stayed in Jacksonville FL.