Oh no! Have you recently completed a fantastic stay at a Marriott property, enjoyed a delicious meal at one of their restaurants, or made a qualifying purchase, only to discover that those hard-earned Marriott Bonvoy points haven't landed in your account? Don't worry, you're not alone! It's a surprisingly common issue, but the good news is that Marriott Bonvoy has a structured process to help you get those missing points credited.
This comprehensive guide will walk you through every step to ensure your Marriott Bonvoy account accurately reflects all your eligible activities. Let's get those points added!
How Do I Add Points to My Marriott Bonvoy Account?
Adding missing points to your Marriott Bonvoy account typically involves submitting a "Missing Stay Request" or contacting customer service. The exact method and required information depend on why the points are missing and what kind of activity they're from.
Step 1: Identify the Source of the Missing Points
Before you do anything else, let's figure out where these points should have come from. Was it:
A hotel stay?
Dining at a Marriott restaurant without a stay?
A Marriott Bonvoy credit card purchase?
A partner activity (like a car rental or tour)?
A special promotion?
Knowing the source will significantly streamline the process!
Step 2: Gather Your Documentation
This is a critical step! The more information you have, the smoother the process will be. For hotel stays, specifically, you'll need:
Your Marriott Bonvoy Member Number: This is essential for all point inquiries.
Hotel Name and Location: The specific property where the activity occurred.
Check-in and Check-out Dates: The exact dates of your stay.
Confirmation Number: The reservation number for your stay.
Folio/Receipt: A copy of your detailed hotel bill. This is paramount as it shows all eligible charges. If you don't have it, try to retrieve it from your online account or contact the hotel directly.
For other activities, gather any relevant receipts, booking confirmations, or statements that prove your eligible spend.
Step 3: Wait for the Standard Posting Time
Before you hit that "missing points" button, it's important to understand the typical point posting timelines:
Hotel Stays: Points for eligible hotel stays can take up to 10 business days after your check-out date to post to your account.
Other Activities/Partners: Timelines can vary for non-stay activities. For example, points from "Cruise with Points" might take up to 8 weeks. Check the terms and conditions for specific partner earnings.
If it's within this timeframe, be patient! Your points are likely on their way.
Step 4: Check Your Marriott Bonvoy Account Activity Online
Once the standard posting time has passed, it's time to verify your account.
Sub-heading: Accessing Your Account
Go to the Marriott Bonvoy Website: Navigate to Marriott.com.
Sign In: Enter your email or member number and password to log in to your Marriott Bonvoy account.
Sub-heading: Viewing Your Activity
Once logged in, look for a section like "Account," "My Account," or "Activity."
Click on "Account Activity" or a similar link to see a detailed breakdown of your point earnings and redemptions.
Carefully review the transactions to see if your missing points have posted. Sometimes, they might appear under a slightly different description than you expect.
Step 5: Submitting a Missing Stay Request (for Hotel Stays)
If your points for a hotel stay are still missing after 10 business days, the online Missing Stay Request form is your primary tool.
Sub-heading: Online Submission Process
Log In: Ensure you are logged into your Marriott Bonvoy account on Marriott.com.
Navigate to Missing Stay Form:
On the Marriott Bonvoy website, go to the "Help" or "Contact Us" section.
Look for a link or search for "Missing Stay Request" or "Request Credit for a Completed Stay."
Alternatively, you can often find a direct link within your "Account Activity" page if you scroll to the bottom.
Fill Out the Form: You will be prompted to enter the details of your missing stay, including:
Hotel Name
City
Check-in Date
Check-out Date
Confirmation Number (if available)
Your Marriott Bonvoy Member Number (usually pre-filled)
Upload Documentation (Optional but Recommended): While not always mandatory, uploading a copy of your hotel folio/receipt at this stage can significantly speed up the process. This provides concrete proof of your stay and eligible charges.
Submit the Request: Click the "Submit" button.
Sub-heading: Mobile App Submission
The Marriott Bonvoy app also allows you to submit a missing stay request.
Open the Marriott Bonvoy App: Log in to your account.
Go to Account: Tap on the "Account" section at the bottom of the screen.
Select Account Activity: Tap on "Account Activity."
Find Missing Stay Request: Scroll to the bottom of the page and look for "Missing Stay Request Form" or "Missing an upcoming stay?". You will likely be redirected to your mobile browser to complete the form.
Fill and Submit: Provide the necessary details and submit.
Allow up to 10 business days for your eligible Marriott Bonvoy points to post after submitting the Missing Stay Request.
Step 6: Contacting Customer Service (for Other Issues or Escalations)
If the missing points are not from a hotel stay (e.g., credit card points, partner earnings, promotions) or if your Missing Stay Request hasn't been resolved after the processing time, it's time to contact Marriott Bonvoy customer service.
Sub-heading: Phone Support (Recommended for Quick Resolution)
United States & Canada: Call 1-800-627-7468 (Marriott Bonvoy Member Services).
International: Find your local phone number on the Marriott Bonvoy website under the "Contact Us" or "Loyalty Customer Support" section.
Prepare Your Information: Have all your documentation (member number, reservation details, receipts, etc.) ready before you call. This will help the representative assist you efficiently.
Be Polite and Clear: Clearly explain the situation and provide all requested information.
Sub-heading: Online Contact Form/Email
Visit the "Contact Us" Page: Go to Marriott.com and find the "Contact Us" link.
Select Topic: Log in to your account (this pre-populates some fields).
Choose Relevant Topics: Select "Marriott Bonvoy Account Assistance" as the main topic, and then choose a more specific sub-topic like "Earning" or "Missing Points/Credit" if available.
Provide Details: Thoroughly describe your issue in the comments section. Include all relevant dates, names, confirmation numbers, and a brief explanation of why you believe points are missing.
Attach Files: If there's an option to attach documents, upload your supporting evidence.
Submit: Send your inquiry. Response times for online forms or email can be longer than phone calls.
Sub-heading: Chat Feature
Marriott Bonvoy sometimes offers a chat service on its website. Look for a "question mark bubble" or "chat icon" in the lower right corner of the Help page. This can be a good option for general inquiries or initial troubleshooting.
Step 7: Follow Up (If Necessary)
If you haven't received a resolution within the stated timeframe after submitting a request or contacting customer service, don't hesitate to follow up.
Reference Previous Inquiries: If you have a case number or reference ID from a previous interaction, provide it to the agent.
Remain Patient but Persistent: Sometimes, it takes a few attempts to resolve point discrepancies.
10 Related FAQ Questions
Here are 10 frequently asked questions about adding points to your Marriott Bonvoy account, with quick answers:
How to: Check my current Marriott Bonvoy point balance?
You can check your point balance by logging into your Marriott Bonvoy account on Marriott.com or through the Marriott Bonvoy mobile app. Your balance is usually displayed prominently on your account dashboard.
How to: Add points for a stay that happened before I joined Marriott Bonvoy?
Yes, you can earn points for stays completed up to 30 days prior to your Marriott Bonvoy enrollment, provided you supply a copy of the paid receipt within 60 days of the stay.
How to: Get points for dining at a Marriott hotel restaurant if I wasn't staying there?
Some participating Marriott hotel restaurants and bars allow you to earn points for dining even without a stay. You typically need to provide your Marriott Bonvoy account number at the time of payment or have a linked payment card.
How to: Ensure my Marriott Bonvoy points don't expire?
To keep your points active, you need to earn or redeem points at least once every 24 months. This includes stays, credit card spending, partner activities, or even buying points.
How to: Add points if I booked through a third-party website (e.g., Expedia, Booking.com)?
Generally, stays booked through third-party online travel agencies (OTAs) are not eligible for earning Marriott Bonvoy points or elite night credits. You must book directly with Marriott to earn points.
How to: Claim points for a missing Marriott Bonvoy credit card purchase?
If points from your Marriott Bonvoy co-branded credit card are missing, first check your credit card statement. If they're still not reflecting, contact your credit card issuer's customer service (e.g., Chase or American Express) as they are responsible for point issuance.
How to: Find my Marriott Bonvoy confirmation number for a past stay?
You can usually find past reservation confirmation numbers by logging into your Marriott Bonvoy account on Marriott.com under the "Past Stays" section, or by checking your email confirmations.
How to: Add points from a special promotion I participated in?
Promotional points usually post automatically within a few weeks of the promotion's end. If they haven't, contact Marriott Bonvoy customer service and provide details of the promotion and your qualifying activity.
How to: Get points for a Marriott Bonvoy "Homes & Villas" stay?
Homes & Villas by Marriott Bonvoy stays are eligible for points. If they don't post, use the online missing stay request form or contact Marriott Bonvoy customer service, providing your booking details.
How to: Resolve issues if Marriott Bonvoy customer service isn't helping with my missing points?
If you've followed the steps and are still having trouble, try contacting them again during different hours, or consider reaching out via their social media channels (e.g., @MBonvoyAssist on Twitter) for assistance, although direct resolution might be limited there. Keep detailed records of all your interactions.
