A little insider information for Marriott Insiders.
Thanks, I must say that it is about time that something was done to improve this process. I know if i don't get the "Thanks for staying" e mail the second day after my stay the points are not getting posted. Ten day wait just adds to the frustration. So with a three day delay the frustration is less. I still hate chasing points, but at least this is an improvement.
That's thoughtful of you to share. Your efforts are appreciated. Keep on keepin' on, that's what Insiders is all about.
Now, here is some Insider inside baseball beyond even this formal policy. Many of us (and as I've written often, I recommend all Insiders do the same when playing the "How Bad Do You Want It game that Marriott often forces us to play) treat Rewards policies similar to the way hotel operators do - and that is, few (well, not all) policies are carved in stone.
Unfortunately some folks who will be helped by this change will also submit the Infamous Missing Stay Request rather than just calling Rewards. The form permits another 'up to' 10 day delay. I have about one delayed posting per year and by calling, usually, like pey says after Day Two of not receiving a "Thanks for Staying" e-mail, I have had the points posted on the phone, the day of the call. So everyone, do as you please, but be aware that you need not wait (and now that it's formalized, call, don't dare send any form into Marriott's vaunted IT system).
Again, a reminder for new Staybridge fans - when you call Marriott Rewards and that crazy robot answers, under no circumstances believe him when he tells you he can solve your problem - he can't and he won't.
To bypass the robot say, "I want to combine two Marriott accounts" - besides the joy you feel by frying his little brain, you also promptly get patched into a human who will, due to your finely honed upgrade request skills in schmoozing, love chatting with you and solve any issue you discuss to your satisfaction.
When I called last week after the 10 days of waiting for points to post, I got right through using the erc method only I used the "birthday night" phrase which connected me with Todd. Within maybe a minute Todd found the stay, said 1/2 of the points showed in my account on his end and promptly totaled the stay and had them in my account before I was off the phone. Just call to get lost points.
This is good...long overdue.
agree as most if I don't get credit within three days it is not going to happen without intervention
Super duper rickyzackybobby
As someone who almost always has to chase missing stays, this is a great move in the right direction!
This seems to be a different way of saying "missing stays can continue to be expected." As noted above, experience has taught us the "submit a missing stay report" is not the best approach, whether done after ten days or three days. It would be more encouraging to hear that the problem was being attacked from the other end - getting stays and points reported from the properties and posted to our Marriott Rewards accounts within 3 days.
thanks for the information.
Does this also apply for missing points from a stay as well? I had a lack of hot water situation at the Marriott Marquis in NYC and was promised 10,000 points by one of the front desk associates. I never saw the points applied to my account because customer service didn't have a record of my stay. Apparently when they moved me to a new room, my reservation was restarted and my previous nights disappeared. I had to wait 10-days to seek my lost stays AND points, but never received either of those. Honestly, I'd long forgotten about it, but this post and the fact that I'm staying in this same hotel this week, jarred my memory.
So sorry to hear of this experience, act3ineffect! We'd like to make sure you receive your account earnings and have reached out via direct message. Talk soon - Cara
I'm so glad to hear of this change. I was also rather stunned by how easy it was to get my points by calling. I just hung up with MR in fact as I had 2 stays in mid-April, one where I got points for one of rooms but not both which I paid for, the other where I got no credit so imagine my surprise when they could pull up my stays with nothing from me and immediately gave me my points. I went through nightmare a few years ago where I had to scan in about 10 pages of receipts as nothing from a stay in Europe was credited and was told it was because "the Europe hotels are on a different system". Anyhow pleasant surprise today at how easy it was and happy to get my points. Then I came on here and learned next time (which is inevitable) I can just call after 3 days...so helpful!
NO SO FAST!!!
I just went in to fill out the form for a stay that ended on 5/9 and the form has the checkout dates grayed out, and it has been 6 days since checkout.
They may intend to change the process, but it is certainly not changed online as of now!
I really do not understand why this process does not automatically work, I book all of my stay on marriott.com from my account, which has my Marriott Rewards number and yet 30% of the time the stay is dropped. Even more, aggrivating is that there is no one at Marriott that can explain why it drops stays from my account, while my colleagues never seem to have issues. I am convinced that Marriott has a process to deliberately drop stays, to reduce their overall points liabilities.
Disappointing to hear this.
All the veteran Insiders suggested, you should call. You probably should. However, i suggest you screenshot my initial post, then go on Twitter and ask them for help with your missing stay. Make sure to add screenshot to your Twitter reply for evidence that the 10 day policy has changed.
Not my stay but I found this interesting on the Twitter today.
Seems I and others were either mislead about not having to wait ten days to complain about points not posting (see original post) or some Marriott Rewards Twitter specialist didn't get the memo of the change of policy.
I've noticed with Starwood, the points from the stay post after one day, and bonuses after two days!
Great to hear that.
Finished a stay on Sept 5, got e-mail but no points or nights posted. Need to call tomorrow. Just another thing to do. At least not on list for 10 days.
Retrieving data ...