Do we Bonvoy credit for nights or money spent at Vistana timeshares?

[normab]

I didn’t get credit for our nights at the Sheraton Vistana Villages, should I have?

 

[jabberwocky]

I didn’t get credit for our nights at the Sheraton Vistana Villages, should I have?

What type of stay was it? Most of the time you should. I don’t think encore packages do but most other stays will. Did you charge anything to your room and get a folio on checkout?

 

[normab]

We were there on an Interval International week. There really wasn’t anything to charge to the room… Covid has changed the way we spend our time at timeshares… But I do have a folio. I was looking for the nights stays.

 

[wjarcher]

We were there on an Interval International week. There really wasn’t anything to charge to the room… Covid has changed the way we spend our time at timeshares… But I do have a folio. I was looking for the nights stays.

You can submit a request on Marriott website to add missing stays a week after your check out date. It is possible your bonvoy number was not linked to the reservation.

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[normab]

You can submit a request on Marriott website to add missing stays a week after your check out date. It is possible your bonvoy number was not linked to the reservation.

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I think that could be the issue. Although they had it when I checked in, it doesn’t appear on the folio.

 

[jabberwocky]

Take a look at this lengthy thread in the Vistana forum. You should get credit for this since it is a qualifying stay. You may have to escalate it a bit - but having the folio is good. I don’t have experience with II exchange stays other than Getaways but others have reported getting credit for exchanges into Vistana resorts.

I have found that I get Elite night credit automatically at Vistana resorts if:
1) my Bonvoy number is on the reservation at check-in
2) I have at least a nominal charge on my room. It might be coincidence, but my one Vistana stay where I did not get credit automatically I did not have a room charge. My theory is that to get Bonvoy points on the stay you need to have elite nights as well - so the computers have to trigger elite nights if there is a room charge. For this reason I now always have at least one transaction on the room. Even if it is just a $5 drink beside the pool.

https://tugbbs.com/forums/threads/elite-night-credit-on-vistana-stays.277832/

 

[gnipgnop]

I have a two week stay at Marriott's in Orlando. I have a Bonvoy account #. How do I link it to these stays in order to get the points?

 

[Pamplemousse]

I have a two week stay at Marriott's in Orlando. I have a Bonvoy account #. How do I link it to these stays in order to get the points?

You can just give the front desk your number at check in.

Or you can onto your Marriott.com account and see if the reservation is there and if so you bonvoy number should be attached.
If its not there you can search on your reservation number and that will bring it into your account.

 

[dioxide45]

I have yet to successfully get elite night credit automatically for any stay at Sheraton Vistana Villages. I always add the Bonvoy number at checkin and still don't get the credit. I then submit missing stay requests and am often denied and have to argue back and forth. Sometimes I am successful and other times I subsequently email Internet Customer Care who takes care of it.

These were all for StarOption reservations. I have a recent Interval stay that I don't have credit for that I will try the missing stay request form to see if I can get credit.

 

[hajjah]

I'm still waiting to have my Bonvoy points added for our most recent return from Sheraton Vistana Resort on July 25. I'm waiting for the 7 nights and 10,000 additional points due to several complaints we had during our stay. Normally, it doesn't take this long, but I'm thinking that due to the decreased staffing and other pandemic issues, it may be taking longer this time.

 

[wtrjock]

We stayed at Harborside in March and didn't get credit. I am going to try to put in a request. Good idea.

 

[jabberwocky]

We stayed at Harborside in March and didn't get credit. I am going to try to put in a request. Good idea.

Harborside isn’t a Sheraton or Westin branded resort. They don’t participate in Bonvoy. Upshot is there is no elite night credit possible for that resort.

 

[wtrjock]

Thank you! That is what I thought.

 

[normab]

I had to update re my experience with requesting the nights credit via the website. It was as bit funny..

So I submitted the missing stay request with the folio through my BONVOY account. I quickly received an email stating they need my pin to access my account. Really? I wanted the pin to protect my account from fraud, but I submitted the request through my logged-in account...anyway, I decided to call rather than email my pin.

And who answered? Elvis. Seriously. It was all I could do not laugh because the agent sounded like an Elvis impersonator. And he did not know what he was doing. After 5 minutes he told me the stay was not a qualifying stay, which I doubted. So I just thanked him and hung up.

I called again and got a different agent who had no problem giving me the nights credit.

A reminder to never take no for answer...even from Elvis...

 

[dioxide45]

Harborside isn’t a Sheraton or Westin branded resort. They don’t participate in Bonvoy. Upshot is there is no elite night credit possible for that resort.

Oddly though, Vistana Beach Club does participate.

 

[Theiggy]

Harborside isn’t a Sheraton or Westin branded resort. They don’t participate in Bonvoy. Upshot is there is no elite night credit possible for that resort.

I stayed at the hotel side and didn’t receive points or nights. I emailed and they did give them to me.


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[dioxide45]

I stayed at the hotel side and didn’t receive points or nights. I emailed and they did give them to me.


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The Atlantis resort qualifies, Harborside does not.

 

[hajjah]

I got an email today from Marriott requesting a copy of the folio and the reasons for the 10,000 additional points. Here is my reply:

"1. Upon our arrival as we were getting ready to park in one of the designated handicap spaces near the main entrance, an employee stopped me and allowed an Uber Eats driver to park in the spot. Since my sister cannot walk far distances and uses a cane, I explained to the worker that we needed the space. My handicap permit was visible on the mirror. He then advised me to go back around a few times, then park in the space. I left the main entrance and was then made to wait almost 25 minutes for the Uber Eats driver to return. When the driver did not return, I left my sister in the car at the main entrance so I could go inside to find a supervisor. The supervisor was shocked that this had happened and found that employee, who was then reprimanded. I could not believe that we were actually starting our vacation with this kind of foolishness.
2. As we entered our unit, # 2435, there was some type of brown liquid running down the wall near a wall socket in the foyer. When I called to notify the main desk, we had to leave the unit to allow someone to come clean the wall. Since we actually had 3 other family members also staying at the Vistana, we went next door and waited in unit 2436 until the wall was cleaned. That took some time for them to come.
3. On the next day, as I was preparing the make breakfast, I noticed some type of white residue on the over door. Since there was no way of knowing what this was, I called maintenance. We then had to leave the unit again so that the oven door could be cleaned. This meant another trip next door to unit 2436.
4. After we returned to our unit, I attempted to make french toast for breakfast, but could not do so because the two non-stick frying pans were not usable! Both pans were black and corroded with rust. The handles on both pans were coming off. I could not believe that housekeeping would ever leave old rusty cooking wear in a unit. I called housekeeping to have other pans brought to our unit, which again meant leaving our unit to go next-door. When the housekeeper arrived, she had two other pans that were in the same condition, which I declined. She then said that they would have to go purchase some pans the next day. This meant that I was unable to prepare my food. I had to put everything back in the refrigerator.
5. On the following day after the 2 new frying pans were delivered, I then noticed that there were no spatulas in the unit to flip the French toast. I completely ruined my breakfast trying to use two spoons or even forks to flip the food or even take it out of the pan. When I checked with other family members, none of them had spatulas. I had to call housekeeping again to have one delivered to our unit.

What should have been a good vacation despite the pandemic, was not. All of these issues greatly impacted us enjoying our stay. When I spoke with Amy, a supervisor (I think that's her name), she advised me that the 10,000 points would be added to my account due to the numerous issues we experienced and also being required to leave the unit each time. If we did not have other family staying at the Vistana, we would have been forced to go sit in our rental car each time in the heat with the AC running, or to leave the resort and return later.

I appreciate your assistance in having the missing 7 nights and 10,000 points added to my account."

 

[normab]

I got an email today from Marriott requesting a copy of the folio and the reasons for the 10,000 additional points. Here is my reply:

"1. Upon our arrival as we were getting ready to park in one of the designated handicap spaces near the main entrance, an employee stopped me and allowed an Uber Eats driver to park in the spot. Since my sister cannot walk far distances and uses a cane, I explained to the worker that we needed the space. My handicap permit was visible on the mirror. He then advised me to go back around a few times, then park in the space. I left the main entrance and was then made to wait almost 25 minutes for the Uber Eats driver to return. When the driver did not return, I left my sister in the car at the main entrance so I could go inside to find a supervisor. The supervisor was shocked that this had happened and found that employee, who was then reprimanded. I could not believe that we were actually starting our vacation with this kind of foolishness.
2. As we entered our unit, # 2435, there was some type of brown liquid running down the wall near a wall socket in the foyer. When I called to notify the main desk, we had to leave the unit to allow someone to come clean the wall. Since we actually had 3 other family members also staying at the Vistana, we went next door and waited in unit 2436 until the wall was cleaned. That took some time for them to come.
3. On the next day, as I was preparing the make breakfast, I noticed some type of white residue on the over door. Since there was no way of knowing what this was, I called maintenance. We then had to leave the unit again so that the oven door could be cleaned. This meant another trip next door to unit 2436.
4. After we returned to our unit, I attempted to make french toast for breakfast, but could not do so because the two non-stick frying pans were not usable! Both pans were black and corroded with rust. The handles on both pans were coming off. I could not believe that housekeeping would ever leave old rusty cooking wear in a unit. I called housekeeping to have other pans brought to our unit, which again meant leaving our unit to go next-door. When the housekeeper arrived, she had two other pans that were in the same condition, which I declined. She then said that they would have to go purchase some pans the next day. This meant that I was unable to prepare my food. I had to put everything back in the refrigerator.
5. On the following day after the 2 new frying pans were delivered, I then noticed that there were no spatulas in the unit to flip the French toast. I completely ruined my breakfast trying to use two spoons or even forks to flip the food or even take it out of the pan. When I checked with other family members, none of them had spatulas. I had to call housekeeping again to have one delivered to our unit.

What should have been a good vacation despite the pandemic, was not. All of these issues greatly impacted us enjoying our stay. When I spoke with Amy, a supervisor (I think that's her name), she advised me that the 10,000 points would be added to my account due to the numerous issues we experienced and also being required to leave the unit each time. If we did not have other family staying at the Vistana, we would have been forced to go sit in our rental car each time in the heat with the AC running, or to leave the resort and return later.

I appreciate your assistance in having the missing 7 nights and 10,000 points added to my account."

Great complaint letter, specific and polite. Hopefully you will hear back quickly, and positively.

 

[hajjah]

Update From Marriott:
Thank you for contacting Marriott Bonvoy™.

I have added all eligible credit to your account from your stay at the Sheraton Vistana Resort Villas, Lake Buena Vista/Orlando from July 18-25,2020. You will see this credit reflected on your online account summary at Marriott.com within 15 minutes.

I shared the details you provided with the Executive Team at the hotel. They will take action and respond to you soon. I ask that you allow us three to five business days to resolve this issue.
----, you can count on Marriott to improve your experience in the future.

* I just checked my account. The 7 nights have been added to my account, along with the 10,000 reward points. I sent another email tonight regarding my missing 1,000 elite bonus points. Those points should have automatically been included.