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Normally have no issues with getting my due credits, across many Bonvoy hotel brands and many countries.
Have stayed in the same UK Moxy 3 times this year and 3 from 3 I’ve not received an email bill as requested, nor have the stays (points or ENC’s) posted without me chasing them.
Within the same period have stayed at an AC Hotel, which posted as expected, so I know it’s not my account.
Is this the hotel cutting corners / a process (with a hope of saving £?), or is it Marriott centrally, or extreme bad luck?
I have a few UK Marriotts I am suspicious of, due to this consistently happening. As a rule I insist on paper bills upon checking out and won’t rely on the promise of an email. With my paper bills, I was able to get Marriott Support to sort it out on each past occasion.
Was it Heathrow? I had problems with them. Once the points didn’t post. Twice, in the days when you didn’t get points on F&B spend at a Moxy, they changed my invoices to show the room only rate as only half of what it was and a mysterious breakfast charge (which we didn’t have and wasn’t in the room only rate of course) to being the other half. I only saw this because I insisted on a paper bill on checkout. Caused me no end of problems with my company expenses though as we have a cap on F&B per diems. I stayed three times there as it was convenient but had problems every time before deciding to stay somewhere else a little less convenient but without the hassle. Not been back since then and wouldn’t. Just felt dishonest.
I had 2 nights booked separately at the Twickenham Marriott a couple of years ago. It was a great deal and decent hotel, but neither night posted and I didn’t think to ask for paper receipts. I ended up having to chase the hotel for the receipts for both nights, then had to put 2 separate claims in to Marriott, it was such a palaver!
Conversely, our recent stays at Grosvenor House, RC Doha and AC Malaga veritably showered us with points (even though the RC was an award booking!), so much so that we’ve managed to get a free night in Leeds next week out of it.
Was it Heathrow?
No, Chester. I’ve stayed at Heathrow before without issue.
On my latest visit I asked for a paper invoice on checkout at 0600 but was told the ‘system was down’…
Was it Heathrow? I had problems with them. Once the points didn’t post. Twice, in the days when you didn’t get points on F&B spend at a Moxy, they changed my invoices to show the room only rate as only half of what it was and a mysterious breakfast charge (which we didn’t have and wasn’t in the room only rate of course) to being the other half. I only saw this because I insisted on a paper bill on checkout. Caused me no end of problems with my company expenses though as we have a cap on F&B per diems. I stayed three times there as it was convenient but had problems every time before deciding to stay somewhere else a little less convenient but without the hassle. Not been back since then and wouldn’t. Just felt dishonest.
Weird – that is my LHR go to and I’ve never had any issues in maybe 10 stays in the recent past
Decided to email the hotel this afternoon and had this response. Not sure if they really care?
“The issue we are having at the moment is some of our computers wont send the Invoices. They just seem to show an error message so this is an internal fault, which I apologise for.
On the other hand, you’re not the first person to mention the points. We are currently investigating this to find the cause of the problem. Thank you for bringing this to my attention. As soon as we know the cause of the issue we will inform you.“
Just as an fyi just stayed 3 nights at Moxy Chester , checked out yesterday .. points /nights credit showing today
Just as an fyi just stayed 3 nights at Moxy Chester , checked out yesterday .. points /nights credit showing today
Thanks for the data point, good to hear. Fingers crossed for my next stay!
I’d a stay at the Moxy CDG in Paris last week that did not credit. Now I’m suspicious!
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