Hotel Stay Didn't Post Points? How to Get Missing Credit Fixed

Why points don't post

Stays booked directly with the hotel brand almost always credit correctly within a few days. The overwhelming majority of missing-points cases trace back to how or where the room was booked, not a system error.

• check_circleYour loyalty number wasn't attached to the reservation before or during the stay.
• check_circleYou booked through a third-party site (Expedia, Priceline, etc.) or a travel agent using a wholesaler rate, which typically doesn't earn points at all.
• check_circleThe rate code was excluded from earning, such as some heavily discounted, group, or package rates.
• check_circleThe hotel's front desk didn't properly close out the reservation under your loyalty account.
• check_circleYou redeemed an award or voucher for the room, which doesn't earn additional points on top of the redemption.

How long to wait before you file a claim

Give the hotel a little time before assuming something is wrong. Marriott Bonvoy points typically post within 72 hours of checkout, and most other major chains post within a similar window. If it's been about 10 business days since checkout and nothing has appeared, it's time to file a missing-stay request rather than keep waiting.

Step-by-step: filing a missing stay request

• check_circleLog into your loyalty account and find the "missing stay" or "request credit" form (usually under account or activity history).
• check_circleHave your final hotel bill (folio) ready, ideally as a PDF, JPG, or scanned image under 5MB.
• check_circleEnter the hotel name, check-in and check-out dates, and confirmation number exactly as they appear on your folio.
• check_circleSubmit the request and note the case or reference number you're given.
• check_circleAllow up to another 10 business days for the request to be processed and points to post.

What to do if the online request doesn't work

If the automated form rejects your claim or the points still don't appear after the standard processing window, contact member services directly through the app or by phone and reference your case number. Keep your folio on hand since a human agent will usually ask for it again.

For stays booked through a corporate travel platform or a group block, missing points are more common because those reservations sometimes route through a different system. In those cases, ask your travel coordinator to confirm the rate code was earning-eligible before you file.

Common questions

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