We used remaining banked star options that were about to run out to visit California late September early October this year. A few days before arriving we got the welcome email, and I was surprised that it was addressed to my wife. I never gave it a second thought as we are both on the deeds.
We arrived and I made sure our Bonvoy number wasn’t on the reservation that they added it. It was on our folio when we checked out, so I thought all was good.
It never appeared on our Marriott account. We didn’t spend any money there just wanted to be credit the days although that may have no real value. I filled out the form online for missing reservations.
I waited 3 weeks then called as it still did not show up.
Marriott told me that the reservation was in my wife’s name and therefore did not qualify for the stay. They closed the case at that point but never reached out to me to advise me of such. I am uncertain as to how that would have happened as we booked this stay the same way we have booked all our past stays. They suggest I contact Vistana and see why the booking was made in my wife’s name if it was booked under my log in? They gave me a number to call but when I called it, surprise, it took me back to Marriott.
I called Vistana and the lady was professional and polite. She was uncertain as to why the booking ended up in my wife’s name as she could see she had never registered an account with Vistana. She couldn’t confirm but she thought during the booking process I may have put in only one person was staying and it defaulted to my wife or maybe there is a place to put the reservation under either spouse’s name. Either way, Vistana has no way to change, amend or edit any reservation since the takeover.
She did send it up the chain but thought the best bet was for me go to back to Marriott. She also added our Bonvoy number to our account, which I thought I had already but must not have.
Shortly after that phone conversation we got an email from Marriott thanking me for reaching out to them and advising me that booking reservations in other people names do not qualify as I would have to actually be at the resort and staying in the unit for it to count. I thought maybe they were just confirming our conversation. 10 minutes after that I got another email from Marriott (I hadn’t responded to the first email yet)stating: “Thank you for sending us a copy of your hotel receipt. We hope you enjoyed your stay and apologize that it was not systematically credited to your account. We are delighted to help you and want to make sure you get the credit you deserve for staying with us.” ????
This is most likely the response to my original online missing reservation form. It states that this information will be sent to the appropriate department and the stay will be credited. This will most likely get denied again because of the reservation being in my wife’s name.
I don't mind spending some time on this but am surprised that the takeover is still having issues. Marriott pointing as Vistana and Vistana not having their ability to do anything taken away.
I received another email later that evening explaining how to report a missing stay, lol.
Any idea how this ended up in my wife’s name and how to avoid it for the future?
We arrived and I made sure our Bonvoy number wasn’t on the reservation that they added it. It was on our folio when we checked out, so I thought all was good.
It never appeared on our Marriott account. We didn’t spend any money there just wanted to be credit the days although that may have no real value. I filled out the form online for missing reservations.
I waited 3 weeks then called as it still did not show up.
Marriott told me that the reservation was in my wife’s name and therefore did not qualify for the stay. They closed the case at that point but never reached out to me to advise me of such. I am uncertain as to how that would have happened as we booked this stay the same way we have booked all our past stays. They suggest I contact Vistana and see why the booking was made in my wife’s name if it was booked under my log in? They gave me a number to call but when I called it, surprise, it took me back to Marriott.
I called Vistana and the lady was professional and polite. She was uncertain as to why the booking ended up in my wife’s name as she could see she had never registered an account with Vistana. She couldn’t confirm but she thought during the booking process I may have put in only one person was staying and it defaulted to my wife or maybe there is a place to put the reservation under either spouse’s name. Either way, Vistana has no way to change, amend or edit any reservation since the takeover.
She did send it up the chain but thought the best bet was for me go to back to Marriott. She also added our Bonvoy number to our account, which I thought I had already but must not have.
Shortly after that phone conversation we got an email from Marriott thanking me for reaching out to them and advising me that booking reservations in other people names do not qualify as I would have to actually be at the resort and staying in the unit for it to count. I thought maybe they were just confirming our conversation. 10 minutes after that I got another email from Marriott (I hadn’t responded to the first email yet)stating: “Thank you for sending us a copy of your hotel receipt. We hope you enjoyed your stay and apologize that it was not systematically credited to your account. We are delighted to help you and want to make sure you get the credit you deserve for staying with us.” ????
This is most likely the response to my original online missing reservation form. It states that this information will be sent to the appropriate department and the stay will be credited. This will most likely get denied again because of the reservation being in my wife’s name.
I don't mind spending some time on this but am surprised that the takeover is still having issues. Marriott pointing as Vistana and Vistana not having their ability to do anything taken away.
I received another email later that evening explaining how to report a missing stay, lol.
Any idea how this ended up in my wife’s name and how to avoid it for the future?
