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No points or nights for an 11 day stay in Kuala Lumpur JW Marriott?

Question asked by memoreks on Feb 20, 2014
Latest reply on Feb 20, 2014 by ansaa

So in Jan I spent 11 nights on business in Kuala Lumpur, Malaysia and decided to stay in the JW Marriott there, as being a platinum member it seemed the logical choice.


The hotel was wonderful, and the service was great, and after spending over $1800 there, I checked out happy.


2 weeks later, my points and nights hadn't been added to my account, so I sent a missing stay request along with a scan of my invoice, and then yesterday (a week later) I am told by some automated email that:


As a Marriott Rewards member, each time you stay at a hotel, you earn points or frequent flyer credit and Elite nights based on the eligible charges shown on the final itemized hotel bill in your name.  I apologize we are unable to post credit to your account as your hotel bill does not show any eligible charges.


So after spending $1800 on a top Marriott hotel, not a single dollar qualifies for points, and no nights are added? I booked using my usual corporate rate, which has always paid out points and nights in the past 4 years, and I have checked the rate rules on the website, and nowhere does it state that I will get stiffed for points, so I am wondering what on earth is going on?


Has anyone else experienced this, and can shed some light on the subject?


Best regards,