4 Replies Latest reply: Jun 6, 2016 11:22 AM by carat RSS

Claiming missing stay

janeysm Member
Currently Being Moderated

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.

(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: Claiming missing stay
    peymanagement Platinum
    Currently Being Moderated

    janeysm, there have been a lot of posts on short points on international stays, I am sure that one of the moderators on here can help you out. It is frustrating.

    (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: Claiming missing stay
    carat Community Manager Marriott Associate Silver
    Currently Being Moderated

    Welcome to Insiders janeysm.  Apologies for the frustration this has caused!  I'd like to help out and have sent you a direct message. 

    (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: Claiming missing stay
    bpelican Platinum 57 Reviews
    Currently Being Moderated

    janeysm

     

    Forget the e-mails, which do work sometimes, and call either the hotel or one of the Marriott elite lines where you will normally have faster and more accurate results.  I see carat is responding to you.  She is good and will take care of it for you.  Good luck.

    (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: Claiming missing stay
      carat Community Manager Marriott Associate Silver
      Currently Being Moderated

      Thanks bpelican!!

      (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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