Furious with Marriott

[rsackett]

I just need to vent.

I bought an inexpensive Getaway week from Interval for Marriott's Cypress Harbour Villas in Orlando in February. I entered my reservation on Marriott.com and it showed up fine. Due to airline prices We are going down a day early, so I needed a one night reservation. I had made one at a Residence Inn in February.

Today looking on Marriott today I found a one night stay was available at Cypress Harbour for the night I needed using points and I had a one night certificate that was expiring August first. So I canceled the reservation I had at the RI and confirmed the one night using my 35,000 point certificate. I figured all was good, boy was I wrong!!

Somehow Marriott assigned the confirmation number from my 7 night Getaway to the one night stay and canceled the 7 night stay I bought From Interval! I am Lifetime Titanium and called the Titanium line immediately. At first they said I had modified the 7 night stay, I explained what I had done and that I did not cancel or modify anything. Their answer was "I don't know what happened, and I can't do anything to fix it. You need to call Interval and see if they can give you your week back."!!!!

I called Interval and they insisted I still have my reservation at Cypress Harbour. I asked them to send the confirmation to Marriott again. Interval said they were sending it now but it will take 24 hours for Marriott to post it.

My concern is that my one night stay at Cypress Harbour is under the EXACT same reservation number that Interval has for the 7 night stay.

Is there anything else I should do? Should I cancel the one night reservation at Cypress Harbour so that reservation number is not being used? I do not understand how this happened.

Ray

 

[jme]

Out of curiosity, check to see what the resort itself has on record as to your upcoming stay.
Then regardless,
I would continue to pursue having Marriott officially fix from their end what you did properly on your end.
I see no reason why you should suffer ANY consequences as a result of their error.
Continue to escalate to higher levels....ie, supervisor and above.
If you get no speedy or satisfactory resolution, contact the office of Steve Weisz (CEO of MVC),
the email is steve.weisz@vacationclub.com and someone should be able to help.
best of luck, stick to your guns.

 

[rickandcindy23]

I would say that Marriott combined the one night with your stay to keep you in the same room. You have the confirmation from II, so no worries.

We had friends who booked an award stay after their stay at Grand Vista to have the one extra day. They arrived the night before their stay was to start, around midnight after staying at the parks very late, and they were locked out of their room because the timeshare stay ended. They have five kids.

They didn't go down to get new keys earlier that day.

 

[dioxide45]

If II resent the reservation, I would wait it out a day or two and see if that fixes anything. It may mess up the 1 night reservation though and you may be out 35,000 Bonvoy points with no night to show for it. I still say, wait it out a few days and see if things fix themselves.

 

[dioxide45]

I would say that Marriott combined the one night with your stay to keep you in the same room. You have the confirmation from II, so no worries.

We had friends who booked an award stay after their stay at Grand Vista to have the one extra day. They arrived the night before their stay was to start, around midnight after staying at the parks very late, and they were locked out of their room because the timeshare stay ended. They have five kids.

They didn't go down to get new keys earlier that day.

But this all seems to have happened today. I don't see where they would have combined them into one reservation right after making the reservation. The resort is who would usually do this and likely not until just a few weeks before checkin.

 

[MabelP]

I did not realize that Marriott can cancel a stay booked on Interval. That is very surprising to me. Is it still showing in your history in Interval?

 

[TheTimeTraveler]

I did not realize that Marriott can cancel a stay booked on Interval. That is very surprising to me. Is it still showing in your history in Interval?

Keep in mind that Marriott owns Interval International......



.

 

[dioxide45]

Keep in mind that Marriott owns Interval International......



.

They don't. The issue here is that Marriott International's (the hotel company) reservation system seems to have glitched causing the issue. Marriott International (hotel company) does not own Marriott Vacations Worldwide. It is Marriott Vacations Worldwide who owns Interval International.

 

[rsackett]

I did not realize that Marriott can cancel a stay booked on Interval. That is very surprising to me. Is it still showing in your history in Interval?

It is still showing up on Interval. Interval says I'm good to go. I will be much happier when Marriott agrees that I will have a room when my family shows up!

Ray

 

[dioxide45]

I did not realize that Marriott can cancel a stay booked on Interval. That is very surprising to me. Is it still showing in your history in Interval?

They can't. You technically should not be able to modify or cancel an II booking or even a MVCI stay on Marriott.com (some exceptions exist for adding Bonvoy number or additional guest names). It seems that the Marriott.com reservation system seems to have glitched and caused this issue.

 

[dioxide45]

It is still showing up on Interval. Interval says I'm good to go. I will be much happier when Marriott agrees that I will have a room when my family shows up!

Ray

When you manually lookup the reservation using the confirmation number on the II certificate, does it come up as a 1 night stay? Perhaps even try when not logged into Marriott.com.

 

[bogey21]

Why not call the Resort and Hotel directly and see what each have in their record. It seems that way you will know what you are dealing with...

George

 

[dioxide45]

Why not call the Resort and Hotel directly and see what each have in their record. It seems that way you will know what you are dealing with...

George

Chances are, the resort won't have a record of it yet. At the resort level, at least for Marriott, they don't get reservation details until about a month before checkin. Marriott.com is the reservation system of record, which I beleive is still their legacy MARSHA system.

 

[rsackett]

When you manually lookup the reservation using the confirmation number on the II certificate, does it come up as a 1 night stay? Perhaps even try when not logged into Marriott.com.

I looked it up in a different browser that I am not logged onto. I got the " Reservation not found. We cannot locate your reservation. If you believe you entered the correct information, please call the Reservation Center in your area."

Ray

 

[dioxide45]

I looked it up in a different browser that I am not logged onto. I got the " Reservation not found. We cannot locate your reservation. If you believe you entered the correct information, please call the Reservation Center in your area."

Ray

I would wait a few days for some overnight processing to happen and also for II to resend the reservation details to Marriott. I suspect it will fix itself. If it doesn't I think you may need to escalate it with Marriott and perhaps even get Marriott Owner Services involved.

 

[JanT]

I’m viewing this on my phone so can’t type out a long thought here but call the resort DIRECTLY and ask what they’re showing - both reservations or just one or the other.

I had an issue with one of my consecutive Hawaii weeks last year that I booked using ACs. It showed in my Marriott account and then poof! Gone. I went down to the front desk because we were there and asked them what had happened to my reservation. They looked it up and it was there - under a different reservation number. She said she didn’t know why but sometimes the reservation number gets changed. But the week was there.

So call the resort directly and ask them to tell you what they have for reservations for you. Get the confirmation number from both.

Seriously, I’m sure you’re fine - both reservations will most assuredly be there. There was simply an error in the system that caused them to get confused. But call the resort and I’m sure you’ll feel a lot better.

 

[nanceetom]

I would say that Marriott combined the one night with your stay to keep you in the same room. You have the confirmation from II, so no worries.

We had friends who booked an award stay after their stay at Grand Vista to have the one extra day. They arrived the night before their stay was to start, around midnight after staying at the parks very late, and they were locked out of their room because the timeshare stay ended. They have five kids.

They didn't go down to get new keys earlier that day.

In January, we had 2 II getaways at a Marriott Vacation Club in Hilton Head, with 2 days in between. We paid for those 2 nights. They put all 16 days on one reservation number. No problems, but it did make sure we were in the same room the entire time.

 

[rsackett]

Called Cypress Harbour this morning. They still have no record of the reservation. I forwarded the confirmation I got from Interval I received in February. I was told they would contact Interval and get me the correct confirmation number. Keeping my fingers crossed.

Ray

 

[CPNY]

Called Cypress Harbour this morning. They still have no record of the reservation. I forwarded the confirmation I got from Interval I received in February. I was told they would contact Interval and get me the correct confirmation number. Keeping my fingers crossed.

Ray

I’ve had II reservations sometimes show up in my bonvoy app, then disappear. The reservation with II was still confirmed and available when I checked in. I have called the resort a few weeks before just to confirm the reservation an add my bonvoy number to the reservation.

Just because Marriott hotels cannot locate an II reservation, doesn’t mean the reservation is gone or cancelled.

Make sure you booked the same room type in order to be in the same room.

 

[NiteMaire]

They looked it up and it was there - under a different reservation number. She said she didn’t know why but sometimes the reservation number gets changed. But the week was there.

Same thing happened to me.
@rsackett I realize you're not comfortable with the situation, but I'd be surprised if your reservation (excluding the number) was cancelled/changed.

 

[Mr. Vker]

Marriott's system often combine's consecutive stays. For "our convenience". However, it usually messes up posting of nights and points as all benefits are ties to the "first" reservation and thus elite nights missing from the second portion.

 

[jmhpsu93]

In January, we had 2 II getaways at a Marriott Vacation Club in Hilton Head, with 2 days in between. We paid for those 2 nights. They put all 16 days on one reservation number. No problems, but it did make sure we were in the same room the entire time.

The pre-arrival specialist at Grande Vista connected three II weeks and a paid night into one reservation on the Marriott system, and it showed up as a 22-day resevation. For our next stay at Surf Watch the following week, it never showed up but we were still able to check in just fine.

 

[rsackett]

As of this morning it has all been resolved! A reservations specialist at Cypress Harbour has gotten in touch with Interval and resolved the issue. I now have one reservation for 8 nights total!

Now I can relax.

Ray

 

[normab]

We had the same thing twice. The first time it was two Marriott reservations, one was DC points and the other was from Marriott.com. This was easy to see in my account that they combined the two. The second time was like yours, an Interval week plus a Marriott.com day, and happened last year, and it freaked us out for a day until we figured it out. Same thing, telling us to call Interval who says everything’s fine.

Wouldn’t it be nice if the resort combining your reservation would just send you a courtesy email? And if the reps could figure it out themselves?

 

[bogey21]

As of this morning it has all been resolved! A reservations specialist at Cypress Harbour has gotten in touch with Interval and resolved the issue. I now have one reservation for 8 nights total!

So are you still furious with Marriott...

George