If your Marriott hotel stay is missing from your Bonvoy account, first check how long it has been since checkout. Marriott says automatic posting can take up to 10 business days. After that window, check eligibility and submit a missing-stay request. A submitted request has a separate processing window of up to ten business days; do not confuse the two clocks.[1][2]
This checklist is for a completed hotel stay, not a reservation that the hotel cannot find before arrival. It helps you organize the next step without assuming that missing points mean an eligible stay was rejected.
1. Choose the right clock before taking action
- You have checked out but have not requested credit: use the checkout date to assess the automatic-posting window. Marriott’s timeline is up to 10 business days, not a stated ten-calendar-day deadline.[2]
- The posting window has passed and the stay is absent: review eligibility, collect your hotel bill and follow the missing-stay process.[1][2]
- You already submitted a request: use the submission date for the separate processing window. Marriott asks you to allow up to ten business days after submission.[1]
Write the checkout date and submission date on separate lines in your notes. Keep any acknowledgment or reference you receive alongside them. This simple distinction makes a follow-up clearer than saying only that you have been waiting “two weeks.”
2. Check account activity and stay eligibility
Marriott’s instructions start with your online Bonvoy account and its Account Activity page. Its timeline guide also tells you to check that the property participates and that the booking channel qualifies.[1][2] A missing entry alone does not establish eligibility.
For the eligibility rules that apply to your booking, use the official Terms & Conditions link in Marriott’s help guide. Do not assume that every booking carrying the hotel’s name earns credit. Marriott explicitly says not all completed stays qualify.[1]
If the stay appears but the points look wrong, note that distinction before contacting support. Describe the posted entry and the specific discrepancy rather than describing the whole stay as absent. This checklist does not establish which adjustment process Marriott will use for a partially credited stay.
3. Prepare the hotel bill and a short evidence checklist
Marriott says a copy of your hotel bill is required for a missing-stay request. Its guide includes a “Request a copy here” link if you do not have it. For an upload, the guide lists a 5MB limit and PDF, JPG, GIF or TIF formats.[1]
Use this preparation checklist; apart from the hotel-bill requirement above, these are suggested details to have ready, not a claim about every mandatory field in the signed-in form:
- Hotel name and location.
- Check-in and checkout dates.
- Reservation or confirmation reference, if available.
- The Bonvoy account you expected to receive the credit.
- A readable final hotel bill, also called a folio.
- Any earlier request date, acknowledgment and reference.
Keep guest documents private. Do not send your bill, membership details or reservation information to BigBears. Upload documents only through Marriott’s official process.
4. Submit through Marriott’s official account route
- Open Marriott’s completed missing-stay guide and follow its official request link.[1]
- Sign into your own Bonvoy account. The guide’s alternate route is Account Activity, then the Missing Stay Request link at the bottom of that page.[1]
- Complete the required fields and attach your hotel bill using the instructions shown in the form.[1]
- For your own records, save the submission date and any confirmation you receive.
Do not leave a qualifying request indefinitely: Marriott says members may request credit within one year of the applicable qualifying stay.[1] That limit is separate from either processing window.
5. Follow up with a factual message
If more than ten business days have passed since submission, Marriott’s guide directs you to contact it by phone for assistance; use the “contact us” link in its Processing Time and Assistance section for current contact information.[1]
Copy and adapt this note for your call or an official support conversation:
Hello, I am asking about a completed stay at [hotel] from [check-in] to [checkout]. It is missing from my Bonvoy account activity. I submitted a missing-stay request on [date], reference [if provided]. I have my final hotel bill available. Could you check the request status and let me know whether you need anything else to review eligibility?
If you have not submitted a request, remove that sentence. Keep the message factual: a review request is not confirmation that credit will be awarded. BigBears is an independent checklist publisher, not Marriott customer support.
Quick action summary: Write down your checkout date and today’s date. Open the official missing-stay guide, verify eligibility, collect your hotel folio, and submit. If ten business days pass after submission with no update, use the guide’s contact link to follow up by phone. Tracking two separate clocks — one for automatic posting, one for request processing — is the single most useful habit for this process.