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English edition · checked 2026-10-18

Missing hotel stay credit: a claim checklist

A stay can be absent because it is still processing, the account number was missing, the rate was ineligible or the property reported different details. Check the record before submitting a claim.

Check the programme’s posting window

Allow the time stated by the loyalty programme for the stay to appear. Marriott and Hilton publish separate timelines and claim channels; a missing entry just after checkout may still be processing. Use the current official account page for the property and market.

Confirm the stay can earn credit

Check the booking channel, rate, property participation, account number and name on the reservation. A third-party booking or excluded rate can be ineligible even when the hotel belongs to the group. Do not submit a claim as if the room were eligible until you have checked the terms.

Prepare a complete claim

  • Final hotel folio showing guest name, property, dates and qualifying charges.
  • Confirmation number and booking confirmation.
  • Loyalty account number and the account name used at check-in.
  • Any folio correction or written note from the hotel.

Keep copies and redact payment-card numbers before sending documents through a support form.

Use the programme’s official request form

Submit through the account or help page named by the programme, not a general social-media post. State which credit is missing: base points, elite bonus, qualifying nights or a promotion. These can be recorded separately and have different conditions.

Review the result

Save the case number and submission date. If the credit is denied, compare the stated reason with the booking receipt and programme terms, then ask the property or programme to correct an inaccurate folio. A courtesy adjustment is not guaranteed.

Official sources

Keep reading: Hotel booking channels · Points expiry