How long for Velocity points to credit for hotel stay?

[Jurahn]

I recently stayed at the Vibe Hotel at Canberra Airport - booked directly with the hotel, and there was no option to add my Velocity number during the booking process. I completely forgot to ask about it when I checked in (only stayed 1 night) so put in a missing points claim on 14th September, but nothing has come through yet. Mr Jurahn stayed at Crown Promenade Melbourne recently and put in a missing points claim afterwards (again, no option to add Velocity number as he booked directly with the hotel) and the points were in his Velocity account two days after submitting the claim.

Just wondering what others' experiences are of current timeframes for missing points claims for hotel stays to come through, so I can get an idea of how long to let it go before I should chase it up.

Many thanks!

 

[Grimace1]

It would depend how fast Vibe and Velocity work together to verify the stay etc.

"

• Successful claims for non-air partners will be credited to your account between 7 days and 6 weeks of submission, depending on the partner."

 

[Jurahn]

It would depend how fast Vibe and Velocity work together to verify the stay etc.

"

• Successful claims for non-air partners will be credited to your account between 7 days and 6 weeks of submission, depending on the partner."

Thanks for that - could be a while then! Oh well, will just keep an eye on it and give it a few more weeks, hopefully it will come through without me having to chase it up (she says hopefully LOL).

 

[24601]

well I'm still waiting for my points from Rendezvous Auckland three or four years ago. And IIRC there was a VFF number entered.. I guess you need to follow it up if it doesn't happen and not let yourself forget.

 

[Jurahn]

I guess you need to follow it up if it doesn't happen and not let yourself forget.

Well, almost 6 weeks since lodging the claim and nothing has come through yet, so emailed Velocity yesterday to ask them to follow it up - I'm assuming it's just TFE/Vibe being incredibly slow at sending back the required confirmation, as I haven't received anything indicating that there's a problem with the claim.

 

[Jurahn]

Well, pleased to say I received quite a quick response from Velocity - had a phone call from them a couple of days ago advising that the claim had been approved and the points will go through on my account either at the end of this month or the beginning of November.

Interestingly, I've noticed the last couple of times I've emailed Velocity with queries, they've contacted me by phone with the outcome rather than by email. New customer service process I wonder?

 

[Jurahn]

Well, pleased to say I received quite a quick response from Velocity - had a phone call from them a couple of days ago advising that the claim had been approved and the points will go through on my account either at the end of this month or the beginning of November.

Interestingly, I've noticed the last couple of times I've emailed Velocity with queries, they've contacted me by phone with the outcome rather than by email. New customer service process I wonder?

Aaaaaaand now I'm getting annoyed ... 7th November and the points still haven't appeared **sigh**. Looks like I'll have to do another "chase up" if they're not in by the end of the week.

 

[Jurahn]

Aaaaaaand now I'm getting annoyed ... 7th November and the points still haven't appeared **sigh**. Looks like I'll have to do another "chase up" if they're not in by the end of the week.

And still waiting . Thought I'd include an update here in case the information is of use to anyone else who may be waiting on hotel points or similar. Rang the Gold call centre on 10th November, the CSO I spoke to was very helpful, she said the claim had actually been approved in early October, but didn't know why the points hadn't come through. She put me on hold several times whilst she checked with their systems support and finally came back and said that it was actually the responsibility of the hotel to load the points onto the system, not Velocity (???), and she would have to escalate it back to the hotel to check why they hadn't put the points through - seems quite odd, I've never heard that before, must be something to do with their partner agreement? - and that could take ANOTHER 4-6 weeks **sigh**.

Given that the hotel stay was 10 weeks ago now (I lodged the points claim two days afterwards) and only for one night, I started to wonder whether all the hassle of chasing it up is worth it, but I'm determined not to give up now!

 

[Denali]

Since Agoda/VA has removed the field where you enter your Velocity number into the booking, its been a balls up.

Gotta love IT "enhancements".

 

[Jurahn]

Since Agoda/VA has removed the field where you enter your Velocity number into the booking, its been a balls up.

Gotta love IT "enhancements".

I booked directly with the hotel, and they didn't have anywhere to enter your Velocity number into the booking either, but I don't know whether that would have helped with the current delay with my claim. At least the claim itself has been approved, now it's just a matter of trying to get the points to come through!!!!

 

[Pleb Status]

Since Agoda/VA has removed the field where you enter your Velocity number into the booking, its been a balls up.

Gotta love IT "enhancements".

When did they do that? I have made several Agoda bookings over the past few weeks (including last night) and the Velocity box has appeared every time.

 

[Ausbt]

If you are not seeing the Virgin FF number box it must have lost its connection (or cookie) to the Virgin partner website. I've certainly had that happen to me a number of times. I find the most reliable way to go is activate the accom booking search from the 'Earn' menu when logged into your Velocity account, rather than just the standard booking page. Did you get the PointsMax email offer from Agoda? I have a Hilton Boston booking that is supposed to deliver 1,750 points for a single night. I screen shotted the page advising me the points will be earnerd, because you couldn't enter your VA FF number directly to the Agoda field on that one. I figure I'll be in for a retro claim there.

 

[JohnK]

Since Agoda/VA has removed the field where you enter your Velocity number into the booking, its been a balls up.

Gotta love IT "enhancements".

I've seen that bug and is also that way on the mobile version on my smartphone.

I try to make bookings on the desktop from the VA website with the link to Agoda and have not had any issues so far.

 

[Jurahn]

I'm still waiting for the points for this stay. After Velocity escalated it back to the hotel group almost 3 weeks ago, I received an email this week advising that the hotel couldn't find any record of my stay (despite the claim - according to the Velocity rep I spoke to on 10th November - apparently being approved in early October). Velocity asked me to send through a copy of the tax invoice and they're following it up with the hotel again.

 

[Jurahn]

Final update on this - heard back from Velocity today. The hotel group has rejected my claim again as they still "couldn't find any record of your stay" ... despite me providing a copy of the tax invoice from the hotel. WTF?? Their recordkeeping appears to be a major concern if they can't find a stay from just a few months ago, and all this has certainly made me far less inclined to stay at the hotel (or any others in the group) in the future.

On the bright side, Velocity have advised as a gesture of goodwill, they will credit the points for the hotel stay to my account - so a big "thumbs up" to Velocity for coming to the party on this one.

 

[Blackswan]

What a nightmare! Good for you for chasing it up.

 

[Denali]

.... I find the most reliable way to go is activate the accom booking search from the 'Earn' menu when logged into your Velocity account, rather than just the standard booking page. ....

I do this every time, still no field to enter Velocity number

Ive tried it on IE, Firefox and Chrome and on 1 PC and 2 Laptops and still no field.