Sathorn marriott executive apartments bangkok marriott 35

Marriott Bonvoy : How to claim a missing stay

To the point Here's how to easily claim a missing stay at a Marriott Bonvoy hotel to earn your points and elite nights.
Milesopedia recommends this card from American Express Canada

Request for missing stay

After a stay paid for with cash or points at a Marriott Bonvoy hotel, points and/or elite nights are generally deposited into the account after 48 business hours. However, it may take longer or never happen.

The longest I had to wait was 10 days before they showed up in my account. But, on very rare occasions, I have had to make a report for a missing stay.

The process is quick and easy. In this example, I made a claim at 8:40 AM through the form and the response from Marriott Bonvoy came at 12:20 PM the same day. Then, points and elite nights appeared in the account in the following minutes.

Marriott Chateau Champlain – Montreal -06

How to earn Marriott Bonvoy points even faster

The best way to earn Marriott Bonvoy points for free stays at more than 8,000 hotels worldwide is with the Marriott Bonvoy® American Express®* Card (and/or the Marriott Bonvoy Business American Express® Card).

In addition to the great welcome bonus on both cards, you’ll earn 2 points per dollar on all purchases and 5 points per dollar at Marriott locations. And each year, you’ll earn a certificate for one free hotel night (35,000 point value) and 15 Elite nights toward your Marriott Bonvoy Elite status.


Did you know? You can support milesopedia by using our Marriott Bonvoy affiliate link to book your hotel stays! You won’t pay any extra, you’ll get all the benefits of your status, and you’ll contribute to the future of the site and its community!

Check our partners’ pages regularly!

How to claim your stay and your missing points


The claim can be made if at least 10 working days have passed since the departure from the hotel. Then, you can go back up to a year to claim a missing stay.

For new Marriott Bonvoy members, they can retroactively request a completed stay 30 days prior to enrolling in the program.

To apply, it is mandatory to have a copy of the invoice in electronic format received by email or paper. If you don’t have it, you should ask Marriott or directly to the hotel you stayed at.

Finally, the reservation for the missing stay must have been made directly on the Marriott Bonvoy website. A reservation made via another platform (Booking, Expedia, etc), does not work.


On the Marriott Bonvoy website, enter your member profile at the top right. Select Activity.

profil activite

On this page, go directly to the bottom and click on Report a Missing Stay.

Signaler séjour manquant

Then, fill in all the required fields. If you have a hard copy only, the system will ask you to take a picture.

Finally, simply click on Submit.

Demande sejour manquant etape

A confirmation page will open. Moreover, this will be the only validation as there will be no email sent.

Confirmation missiing stay request

Now all we have to do is wait!

A customer service representative will process the request and send a decision.

If all the necessary elements for the application have been transmitted, the application will be accepted. If not, the agent will want more information.

courriel confirmation missing stay

Everything will then be deposited into the Marriott Bonvoy account. Waiting times for elite nights and points can take up to 10 business days. Usually, it is much faster.

Bottom Line

Every elite night and every point claimed is invaluable in earning even more benefits and free nights at Marriott Bonvoy hotels.

The request for a missing stay is quite basic. Certainly, it is better that this does not happen. But, at least when it happens, the response is quick and effective.

Come to discuss that topic in our Facebook Group!
I'm Caroline, a loyalty program specialist! I use my points to travel more often and at a lower price with my spouse and our two children. I'm passionate about writing about the latest rewards news and how to put more points in your pocket.

Suggested Reading