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MVC Hello Hotels (aka Hopper) booking experience

ljmiii

TUG Review Crew
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Location
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Unfortunately, I had to make a last minute cancellation and find myself with some points in holding that are soon to expire. So I thought I would give Hello Hotels a try and learned a few things. You first enter a date on the MVC website (though not a location) so MVC can tell Hopper how many points you have to use and then a new Hopper window appears.

There you enter location, dates, and number of guests and Hopper then shows both a list view and a map view with prices...but the information presented is more of a ballpark guess than reality. I searched a couple of locations and a bunch of dates and only about half the time the list/map info was accurate with most of the rest having slightly higher or lower prices. But there were two standout exceptions. One was a hotel that always appeared on the list/map view but simply doesn't accept hopper reservations (once I saw that none of the dates I wanted worked I tried about a dozen others and 'sold out' always appeared). The other is that the list/map view only uses the guest number to filter out hotels that don't have rooms that accept 3 or 4 guests but the prices shown don't reflect the price of rooms that hold 3 or 4 which ranged from substantially higher to triple the price.

In the end I found that the prices were consistently in the 30 to 34 cent per point range. The problem for me is that the price per point is calculated using the member rate and since between AAA and AMEX Business I was getting more like 24 to 29 cents per point. Since I found that I can still use resort credits for RC or JW charges at Lakeshore Reserve (see other thread) I won't be using Hello Hotels.

The other interesting tidbit I found is that while Hopper says, "Hotel reservations via Abound by Marriott Vacations are not eligible to receive Marriott Bonvoy benefits...", the MVC website says, '[P]articipating hotels based on availability will honor Elite status recognition..." Which may explain why I've read different answers to the question of Elite benefits on Hello Hotels reservations.
 
I wanted to share my experience with Hopper. I had 525 abound points in a holding account. I had to cancel a 3 night stay in NJ in Sept due to travel for a job interview. As we are now moving for the job, I was unable to rebook the stay. I used the 525 (+50 from next year) to book a night while we were house hunting in our new area.
I received the confirmation, no problem. I noted that the credit card on the account was not a credit card I recognized, so I changed it to cover incidentals, etc.
Then I was charged for the night (I thought it was just a hold).
In speaking with the manager at the hotel this week after the charge didn't disappear, I realized that the credit card that was on there is the one that Hopper puts in to pay for the night, and that I should NOT have changed it. I don't remember when booking it that this was made clear.
So lesson learned, if you use abound points to book a hotel thru Hopper, do not change the credit card number.
I am aware it is a poor use of abound points, however, it was better than losing them.
Also, kudos to the hotel, we had our dog with us, and it was 2 separate reservations (3 nights with Marriott points/free night, and 1 with abound points), however they only charged us one pet fee for the whole stay. Also, they have been very responsive to getting this sorted.
 
I wanted to share my experience with Hopper. I had 525 abound points in a holding account. I had to cancel a 3 night stay in NJ in Sept due to travel for a job interview. As we are now moving for the job, I was unable to rebook the stay. I used the 525 (+50 from next year) to book a night while we were house hunting in our new area.
I received the confirmation, no problem. I noted that the credit card on the account was not a credit card I recognized, so I changed it to cover incidentals, etc.
Then I was charged for the night (I thought it was just a hold).
In speaking with the manager at the hotel this week after the charge didn't disappear, I realized that the credit card that was on there is the one that Hopper puts in to pay for the night, and that I should NOT have changed it. I don't remember when booking it that this was made clear.
So lesson learned, if you use abound points to book a hotel thru Hopper, do not change the credit card number.
I am aware it is a poor use of abound points, however, it was better than losing them.
Also, kudos to the hotel, we had our dog with us, and it was 2 separate reservations (3 nights with Marriott points/free night, and 1 with abound points), however they only charged us one pet fee for the whole stay. Also, they have been very responsive to getting this sorted.
Curious what they charged the credit card for the room (ie what was Hopper’s actual negotiated room rate vs the Abound points given up vs what you could have booked direct using cash).
 
I wanted to share my experience with Hopper. I had 525 abound points in a holding account. I had to cancel a 3 night stay in NJ in Sept due to travel for a job interview. As we are now moving for the job, I was unable to rebook the stay. I used the 525 (+50 from next year) to book a night while we were house hunting in our new area.
I received the confirmation, no problem. I noted that the credit card on the account was not a credit card I recognized, so I changed it to cover incidentals, etc.
Then I was charged for the night (I thought it was just a hold).
In speaking with the manager at the hotel this week after the charge didn't disappear, I realized that the credit card that was on there is the one that Hopper puts in to pay for the night, and that I should NOT have changed it. I don't remember when booking it that this was made clear.
So lesson learned, if you use abound points to book a hotel thru Hopper, do not change the credit card number.
I am aware it is a poor use of abound points, however, it was better than losing them.
Also, kudos to the hotel, we had our dog with us, and it was 2 separate reservations (3 nights with Marriott points/free night, and 1 with abound points), however they only charged us one pet fee for the whole stay. Also, they have been very responsive to getting this sorted.
Is it even possible to put a different card down for incidentals without actually changing the card on file? Is this how third party reservations work with Marriott? I would think it is the same for Expedia and others like it. I would expect the hotel to know better to not change the card being charged for the nightly rate on this type of reservation.
 
Curious what they charged the credit card for the room (ie what was Hopper’s actual negotiated room rate vs the Abound points given up vs what you could have booked direct using cash).
Unsure, it appeared to be the amount that the room would have cost me, not Hopper. The manager had not yet personally seen a reservation with Hopper. I didn't realize that I had in error changed it, until he mentioned that the 3rd party would have input a credit card. Then I had my "aha" moment that I had changed it.
 
Is it even possible to put a different card down for incidentals without actually changing the card on file? Is this how third party reservations work with Marriott? I would think it is the same for Expedia and others like it. I would expect the hotel to know better to not change the card being charged for the nightly rate on this type of reservation.
When I saw it was a different card, I didn't think about the fact that it wasn't one of my cards (I only saw the last 4 digts, no other info). I saw that it wasn't my Bonvoy Amex, and I changed it. And it let me change it. I have very rarely used 3rd party booking services as I am usually brand loyal to Marriott, so it didn't occur to me that there would be some other credit card involved other than one of my own. I changed it online a few days before I arrived.
 
When I saw it was a different card, I didn't think about the fact that it wasn't one of my cards (I only saw the last 4 digts, no other info). I saw that it wasn't my Bonvoy Amex, and I changed it. And it let me change it. I have very rarely used 3rd party booking services as I am usually brand loyal to Marriott, so it didn't occur to me that there would be some other credit card involved other than one of my own. I changed it online a few days before I arrived.
Seems to me that what you did was very reasonable – I would have expected that a reservation made with Abound points (through Hopper or otherwise) would essentially be a prepaid reservation and would not expect to see some random credit card attached to it. Seems like another drawback, or at least a potential gotcha, of booking a hotel room that way (although in a situation like yours, it was a reasonable "least worst" choice to use those restricted and expiring points.)
 
Thanks for the tip. You did a reasonable thing changing the credit card because it would seem that this would be a prepaid stay by Abound, similar to a points stay. The good news is that you got the job. Good luck!
 
At first it seemed bizarre to me that a partner is paying for rooms with a credit card rather than a backoffice reconciliation. But I suppose Hopper is MVCs partner, not Marriott's. It still strikes me as a bit strange.
 
At first it seemed bizarre to me that a partner is paying for rooms with a credit card rather than a backoffice reconciliation. But I suppose Hopper is MVCs partner, not Marriott's. It still strikes me as a bit strange.
I agree, and I would not have thought of it, until the local manager said something about the credit card which paid for it, and then I remembered changing it. I wish I had taken a screen shot of the notice/transaction. Perhaps I am mistaken, if so I will update if the resolution is different than what I described.
 
This is what AI says about Hopper though; seems like they do use virtual credit cards. We pay them with MVC abound points, they pay the hotel with a virtual CC.

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At first it seemed bizarre to me that a partner is paying for rooms with a credit card rather than a backoffice reconciliation. But I suppose Hopper is MVCs partner, not Marriott's. It still strikes me as a bit strange.
It's not a completely foreign concept in the travel industry. Some travel agencies work exactly in this way when booking hotels and/or airline tickets. I learned this the hard way when using an airline-affiliated credit card that required the card to be used to issue the ticket to receive certain benefits. After a bunch of communication afterwards, I found out that though I had paid the agency using the correct card, they then used an agency credit card account to actually pay the airline to issue the ticket. And I was SOL.
 
third hand info so in of salt but - There was a post on the Marriott facebook page about someone who booked and then the hotel deflagged. There reservation was moved to a different Marriott hotel that was not the same quality. When they tried to get help everyone kept pointing fingers. MVCI says it hotel issue, Hotel says talk to the booking company and getting to the booking company seemed impossible. But it does sound like one MVCI passes you to Hopper they stop being involved, so if something goes wrong you may be on your own.
 
third hand info so in of salt but - There was a post on the Marriott facebook page about someone who booked and then the hotel deflagged. There reservation was moved to a different Marriott hotel that was not the same quality. When they tried to get help everyone kept pointing fingers. MVCI says it hotel issue, Hotel says talk to the booking company and getting to the booking company seemed impossible. But it does sound like one MVCI passes you to Hopper they stop being involved, so if something goes wrong you may be on your own.
Yet another in the long list of good reasons to avoid booking this way unless you have no other good options.
 
But it does sound like one MVCI passes you to Hopper they stop being involved, so if something goes wrong you may be on your own.
There was a lot of chatter that the Bonvoy Homes and Villas service had similar issue when it was first launch, I've not seen anything lately about whether that is still the case.
 
There was a lot of chatter that the Bonvoy Homes and Villas service had similar issue when it was first launch, I've not seen anything lately about whether that is still the case.
We have done two Bonvoy Homes and Villas, one in Montreal in 2024 (4 night stay), and just recently in Helsinki (2 night stay). Both were outstanding properties and we had no issues. I think like Airbnb, there are gems and there are duds.
 
It seems that since these are third party, they treat you like third party. The issue seems to that since Hopper is b2b, they may not be really setup to handle the customer service end of things?
 
It seems that since these are third party, they treat you like third party. The issue seems to that since Hopper is b2b, they may not be really setup to handle the customer service end of things?
Hopper is not just B2B, in fact I suspect this B2B stuff may be new to them. They are a B2C company with iOS and Android apps for travel booking which have been available for a decade or so.
 
To follow up on my experience, the hotel GM was very helpful (he was away for about 10 days), however when he got back, he called Hopper. Hopper gave him the CC to charge the room. He then credited my Amex, and within 2 days the credit showed up on my Amex bill. Glad I got a smooth resolution.
 
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