Have you ever checked your Marriott Bonvoy account after a fantastic stay, only to find that the points you earned simply aren't there? It's a common, and frankly, frustrating experience for even the most seasoned travelers. But don't despair! Claiming those missing Marriott Bonvoy points is usually a straightforward process. This comprehensive guide will walk you through every step, ensuring you get the credit you deserve.
The Mystery of the Missing Points: Why Does This Happen?
Before we dive into the "how-to," let's briefly touch upon why points might go missing.
System Delays: Sometimes, it simply takes a little while for points to post. Marriott states it can take up to 10 business days after check-out for a stay to appear in your account.
Human Error: A front desk agent might have forgotten to apply your Marriott Bonvoy number to your reservation, or there was a typo when entering it.
Third-Party Bookings: Stays booked through online travel agencies (OTAs) like Expedia, Booking.com, or similar platforms are generally ineligible for earning Marriott Bonvoy points or elite night credits. This is a crucial point to remember.
Non-Qualifying Rates: Certain rates, like deeply discounted corporate rates, group rates (unless explicitly stated as eligible), or complimentary stays, might not earn points.
Back-to-Back Stays: If you have consecutive stays at the same hotel, sometimes only one stay might post correctly.
New Member Enrollment: If you joined Marriott Bonvoy very recently, you might be eligible to claim points for stays up to 30 days prior to your enrollment, but you'll need to proactively request them.
Now, let's get those points!
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| How To Claim Missing Marriott Bonvoy Points |
Your Step-by-Step Guide to Claiming Missing Marriott Bonvoy Points
Ready to reclaim your hard-earned rewards? Let's begin!
Step 1: Give It Some Time and Gather Your Information
Before you do anything else, take a deep breath. As mentioned, points don't always appear instantly.
Wait at least 10 business days: Marriott advises waiting up to 10 business days after your check-out date for points to post. If it's been less than that, patiently wait a bit longer.
Locate your hotel bill (folio): This is the most crucial piece of evidence you'll need. It contains all the details Marriott will require to verify your stay.
If you have a physical copy, great!
If you received an eFolio, save it to your computer or phone.
If you don't have your bill: You can often request a copy directly from the hotel or through Marriott's customer service. You might need your confirmation number and check-in/check-out dates.
Information you'll need from your bill:
Hotel Name and Location
Check-in Date and Check-out Date
Confirmation Number
Total Amount Paid
Your Marriott Bonvoy Member Number (ensure it was on the reservation!)
Step 2: Check Your Marriott Bonvoy Account Activity
It might seem obvious, but sometimes a stay has posted, and you just haven't spotted it.
Tip: The middle often holds the main point.
Log in to your Marriott Bonvoy account: Go to the Marriott Bonvoy website (marriott.com) or open the Marriott Bonvoy mobile app.
Navigate to your "Account Activity" or "Trips" section:
On the Website: After logging in, click on your name in the top right corner, then select "Activity." You can filter by "Hotel Stays."
On the Mobile App: Tap "Account" at the bottom of the screen, then "Account Activity" or "Trips" and then "Past."
Review your recent activity: Carefully scroll through your recent stays. Sometimes the hotel name might be slightly different than what you recall, or the posting date could be a few days after your checkout.
Step 3: Submit a Missing Stay Request Online (Recommended)
This is typically the fastest and most efficient way to get your points.
Access the Missing Stay Request Form:
The easiest way is often directly through your "Account Activity" or "Trips" section on the Marriott Bonvoy website or app. Look for a link like "Missing Stay Request" or "Request Credit for a Completed Stay."
Alternatively, you can usually find it by searching "Missing Stay Request Marriott Bonvoy" on Google, which will lead you to the Marriott Bonvoy help pages.
Log in (if prompted): You'll need to be logged into your Marriott Bonvoy account to submit the form.
Fill out the form completely:
Enter all required details: This includes your personal information (name, Bonvoy number) and the specifics of your stay (hotel name, city, check-in/out dates, confirmation number).
Attach your hotel bill (folio): This is critical. Most online forms will have an option to upload a PDF or image file of your bill. Do not skip this step! Without the folio, your request will likely be delayed or denied.
Add any relevant comments: If there's anything unusual about the stay (e.g., a corporate rate that you believe is eligible, or a specific issue you encountered), briefly explain it in the comments section.
Submit the form: Double-check all information for accuracy before clicking "Submit." You should receive a confirmation message or email with a reference number.
What to expect after submission:
Marriott states it can take up to 10 business days for missing stay requests to be processed and points credited.
Keep your confirmation number handy for future reference.
Step 4: Alternative Methods if the Online Form Fails or Isn't Applicable
While the online form is usually the best bet, there are instances where you might need to try other avenues.
Sub-heading: Contacting Customer Service Directly
If:
The online form isn't working for you.
You're trying to claim points for a stay prior to your enrollment (up to 30 days before joining).
You have a complex issue that the form doesn't address.
You need to request a copy of your hotel bill.
Then, reaching out to Marriott Bonvoy Customer Service is your next step.
By Phone: This is often the most direct way to get assistance for complex issues.
Locate the appropriate phone number for your region on the Marriott Bonvoy website's "Contact Us" or "Help" section. For example, in the US and Canada, it's typically 1 (800) 627-7468.
Have all your details ready: Marriott Bonvoy number, reservation details, hotel bill information.
Be polite and patient. Customer service representatives are there to help, and a calm demeanor goes a long way.
Via Email/Contact Form: Some regions offer an email contact form.
Visit the "Contact Us" page on marriott.com.
Select the appropriate topic (e.g., "Marriott Bonvoy Account Assistance" -> "Earning").
Provide all necessary details and attach your hotel bill.
Sub-heading: What if my stay was booked via a third-party?
Tip: Pause if your attention drifts.
Unfortunately, stays booked through third-party websites (like Expedia, Hotels.com, etc.) are generally not eligible for earning Marriott Bonvoy points or elite night credits. This is a core policy of the Marriott Bonvoy program. The only exception might be if a specific package or deal explicitly states that points will be earned. Always book directly with Marriott (via their website, app, or phone) to ensure you receive your benefits and points.
Step 5: Follow Up (If Necessary)
After submitting your request, mark your calendar for the 10-business-day processing window.
Check your account again: After the recommended processing time, log back into your Marriott Bonvoy account and check your "Account Activity" to see if the points have posted.
If points are still missing: If it's been longer than 10 business days and your points still haven't appeared, it's time to follow up.
Reference the confirmation number you received when submitting the missing stay request.
Contact Marriott Bonvoy Customer Service (preferably by phone for quicker resolution) and provide them with the confirmation number. Explain that you've waited the advised time and the points are still missing. Have your hotel bill ready again.
Important Considerations & Pro-Tips
Time Limit for Requests: You generally have one (1) year from the date of your qualifying stay to submit a missing stay request. Don't wait too long!
Qualifying Stays/Charges: Ensure your stay was indeed "qualifying." This typically means booking directly with Marriott at an eligible rate. Ancillary charges like food and beverage, spa services, etc., also earn points if charged to your room and paid for by you, even if the room rate itself wasn't point-earning (though the nights won't count for elite status).
Personal Stays vs. Business Stays: Even if your company paid for your stay, as long as your Marriott Bonvoy number was on the reservation and it was a qualifying rate, you should earn points.
Keep Records: Always keep your hotel bills for at least a year, especially for Marriott stays, until you see the points reflected in your account.
Check for Promotions: If you registered for a promotion, ensure the missing stay would have qualified for bonus points from that promotion as well.
By following these steps, you significantly increase your chances of successfully claiming any missing Marriott Bonvoy points and getting closer to your next free night or elite status!
10 Related FAQ Questions: How to Claim Missing Marriott Bonvoy Points
Here are some quick answers to common questions about claiming missing Marriott Bonvoy points:
How to check if my Marriott Bonvoy points have posted?
You can check by logging into your Marriott Bonvoy account on the website or mobile app and navigating to the "Account Activity" or "Trips" section, then looking under "Past" stays.
QuickTip: Pay close attention to transitions.
How to request a copy of my Marriott hotel bill?
You can usually request a copy of your hotel bill directly from the hotel where you stayed or by contacting Marriott Bonvoy Customer Service via their online contact form, selecting "Copy of Hotel Bill" as the topic.
How to claim points for a Marriott stay booked before I joined Bonvoy?
You can request credit for qualifying stays completed up to 30 days prior to your Marriott Bonvoy enrollment date. You'll typically need to contact customer service directly with your hotel bill.
How to submit a missing stay request via the Marriott Bonvoy app?
On the Marriott Bonvoy mobile app, go to "Account" -> "Account Activity" or "Trips" -> "Past," and then scroll to the bottom to find the "Missing Stay Request Form" link.
How to claim points for a Marriott stay if I don't have the confirmation number?
While a confirmation number is helpful, you can often still submit a missing stay request if you have your hotel bill (folio) with the hotel name, check-in/out dates, and your Marriott Bonvoy number.
Tip: Don’t overthink — just keep reading.
How to claim missing points for a Marriott Bonvoy credit card spend?
Missing points from a Marriott Bonvoy co-branded credit card should be addressed directly with the credit card issuer (e.g., American Express, Chase), as they are responsible for awarding those points.
How to ensure my future Marriott stays earn points?
Always book directly through Marriott's official channels (marriott.com, Marriott Bonvoy app, or Marriott reservations line) and ensure your Marriott Bonvoy member number is correctly added to your reservation at the time of booking or check-in.
How to claim missing points for activities other than hotel stays (e.g., cruises)?
For missing points from specific activities like Cruises with Points, there are often dedicated contact forms or customer service channels detailed on the Marriott Bonvoy help pages. For cruises, you would typically use a general contact form and specify "Earning" under "Marriott Bonvoy Account Assistance."
How to tell if a Marriott rate is eligible for points?
Generally, rates booked directly through Marriott's channels are eligible. Rates booked through third-party online travel agencies (OTAs) are usually not eligible. If in doubt, check the rate rules or ask the hotel directly.
How to follow up on a submitted missing Marriott Bonvoy points request?
If it's been more than 10 business days since you submitted your request, contact Marriott Bonvoy Customer Service (preferably by phone) and provide them with the reference number you received for your missing stay request.
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