Here We Go Again - Bonvoy refuses elite night credit on TS stay.

[tahoeJoe]

Last month I traded my Marriott week for a week at the Sheraton Vistana Resort in Orlando. A week after my stay no elite night credit appeared in my Bonvoy account. I e-mailed Bonvoy and they responded that since there were no charges no Bonvoy points are awarded. Bonvoy completely ignored the issue of elite night credit.

Does anyone have the language that states elite night credit is awarded for TS stays? I would like to send it to Bonvoy on my second attempt.

 

[Ken555]

Explore The Possibilities

Read the full terms and conditions for the Marriott Bonvoy loyalty program. Find out everything you need to know about joining the program, earning and redeeming points and more.

www.marriott.com

Review 2.1.d and:

ii. A “Qualifying Stay” is a credit pursuant to these Program Rules that counts toward earning Elite Night Credit. Except as otherwise noted, Members will only earn credit for each Qualifying Night (i) which is part of a Stay at a Qualifying Rate (as described in 2.1.e.), for the guest room the Member personally pays for and stays in, and not for any additional guest rooms, or (ii) for the guest room direct billed to the company who has arranged payment for the Member’s stay that is not associated with a convention or group meeting. Members do not receive Elite Night Credit on stays at Non-Qualifying Rates (see 2.1.f.). Vacation Club Members and Residence Club Members (defined in Section 7 below) may also earn Elite Night Credit as provided in Section 7.1 and 7.2. Members staying at The Ritz-Carlton Club locations under their ownership benefit earn Elite Night Credit as provided in Section 1.2.a.

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[kozykritter]

Last month I traded my Marriott week for a week at the Sheraton Vistana Resort in Orlando. A week after my stay no elite night credit appeared in my Bonvoy account. I e-mailed Bonvoy and they responded that since there were no charges no Bonvoy points are awarded. Bonvoy completely ignored the issue of elite night credit.

Does anyone have the language that states elite night credit is awarded for TS stays? I would like to send it to Bonvoy on my second attempt.

You can find it on marriott.com in the terms and conditions of the Bonvoy program. Look under the qualifying stay section.

 

[dioxide45]

You need to push back on it. Did you have your Bonvoy number attached to the reservation BEFORE checkin? If not, did you add it at checkin?

 

[dioxide45]

7.1.c. Due to the nature of the MVC Club and VSE Resort properties, the following special conditions apply to their participation in the Loyalty Program:

i. Vacation Club Members will earn Elite Night Credit for a Qualifying Stay at MVC Club and VSE Resort properties, and for stays at Participating Properties as part of the Abound Exchange Program (e.g. City Explorer).

 

[CPNY]

I would just fill out a missing stay form through the Bonvoy app and submit the folio. I’ve called twice and was told both times the stay didn’t count (they were wrong).

I then submitted the missing stay form and sent the screen shot of the folio and a few days later the nights were added.

 

[Mr. Vker]

deleted

 

[iowaguy09]

I would just fill out a missing stay form through the Bonvoy app and submit the folio. I’ve called twice and was told both times the stay didn’t count (they were wrong).

I then submitted the missing stay form and sent the screen shot of the folio and a few days later the nights were added.

I’ve had it happen twice before, and using the missing stay form with a copy of the folio submitted is what worked for me as well.

 

[jwalk03]

I have never not gotten elite night credit for a timeshare stay; but admittedly I have not stayed at a Vistana resort- only MVC. But I always add them to my Bonvoy number online in advance and have always gotten credit. I have even gotten ENCs for weeks I have rented to other people occasionally

 

[GetawaysRus]

It's very frustrating when this happens.

We had this happen after a stay at Sheraton Broadway Plantation. I added the stay to my wife's Bonvoy account in advance. I verified both at check-in and checkout that her Bonvoy number was on file with the resort. I saw the Bonvoy number on the printout that I requested at checkout. When the elite nights failed to post, I submitted a missing stay request along with a copy of the resort folio. I then got an email from a Bonvoy rep telling me that we weren't entitled to any elite night credits for the stay. I replied and politely explained that she was wrong. Finally, I received an email reply that she was doing us a favor and posting the 7 nights.

So persist if you need to. Those elite night credits help. My sweetheart is now just over the line to qualify as Titanium status in 2023. Without those 7 nights, she would still be short.

 

[Fallenone]

Could the "traded" give them an excuse to not give you the elite nights?

 

[dioxide45]

Could the "traded" give them an excuse to not give you the elite nights?

Technically, maybe, but that has not usually prevented nights from posting.

 

[jwalk03]

Could the "traded" give them an excuse to not give you the elite nights?

I have never stayed at my home resort and I always get ENC for the weeks I trade into.

 

[Ken555]

Finally, I received an email reply that she was doing us a favor and posting the 7 nights.

When a large company tells you they are doing you a favor by adhering to their own published policies and procedures, you know they have a training issue. This, almost more than anything else, annoys me when I experience similar situations. It's not my responsibility to train their staff, yet their incompetent training process wastes their time, my time, and aggrevates "loyal" customers needlessly. Yet these companies never learn. We have reported the same issue since Marriott started managing Vistana resorts, and it hasn't gotten any better in my experience. When I see posts like this I remember with fondness the days of SPG.

 

[CPNY]

When a large company tells you they are doing you a favor by adhering to their own published policies and procedures, you know they have a training issue. This, almost more than anything else, annoys me when I experience similar situations. It's not my responsibility to train their staff, yet their incompetent training process wastes their time, my time, and aggregates "loyal" customers needlessly. Yet these companies never learn. We have reported the same issue since Marriott started managing Vistana resorts, and it hasn't gotten any better in my experience. When I see posts like this I remember with fondness the days of SPG.

Two long time employees who worked in concierge in the owners lounge at SVV left for Hilton because of “the way Marriott messed things up there”. Their words, not mine.

 

[Wanderlustgrl]

Was it a regular booking? If so you get them! You do not on encores or other marketing packages

 

[jwalk03]

Was it a regular booking? If so you get them! You do not on encores or other marketing packages

The initial post says it was a trade; not an encore package.

 

[hajjah]

I certainly hope that I will not have this problem on 9/24 when I check into Sheraton Vistana Resort. I have stayed there several times since they joined Marriott, but actually, I wouldn't stay there if they had not come under Marriott. The renovated units are good, but there's still more that needs to be upgraded to meet Marriott standards. I've stayed there at least 5 times in the last few years and always had to complain about the furnishings and lack of decent kitchenware. That's my opinion.
Btw, A friend has tried several times to get her 7 nights from October added to her Bonvoy account. She has talked to different supervisors only to no avail.

 

[tahoeJoe]

Could the "traded" give them an excuse to not give you the elite nights?

I trade my enrolled Marriott Branson week for a week at Vistana resort. It should not make a difference

 

[tahoeJoe]

As a point of reference, my Bonvoy number was on the reservation AND the folio.

Also, I submitted the missing stay through the online portal - TWICE. Both times I got the following message:

"I have checked your hotel bill does not show any eligible charges. As a Marriott Bonvoy member, each time you stay at a participating hotel you may earn Points or frequent flyer credit and personal Elite nights based on the eligible charges shown on the final itemized hotel bill in your name. "

 

[Ken555]

As a point of reference, my Bonvoy number was on the reservation AND the folio.

Also, I submitted the missing stay through the online portal - TWICE. Both times I got the following message:

"I have checked your hotel bill does not show any eligible charges. As a Marriott Bonvoy member, each time you stay at a participating hotel you may earn Points or frequent flyer credit and personal Elite nights based on the eligible charges shown on the final itemized hotel bill in your name. "

Don’t give up.

I just had two reservations show up correctly from WKORV.


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[ocdb8r]

I trade my enrolled Marriott Branson week for a week at Vistana resort. It should not make a difference

These posts are not infrequent; one of the common denominators I have noticed is the most difficulty seems to be with Interval trades. In older versions of the rules, what qualified as an "eligible rate" was less clear and I think there was wide interpretation to exclude Interval stays, as an "eligible rate" particularly if they included Vistana resorts as Interval was not as much of an "integrated" club-to-club exchange method for Vistana as it has been on the MVC side (for MVC, interval was once the sole club-to-club exchange option and MVC promoted it as such).

The new Bonvoy rule references to Abound would seem to make it a bit clearer, but it could still be argued that Interval exchanges are not part of the "Abound Exchange Program" AND Abound is not even yet active....

Agree that you shouldn't give up as you're likely to eventually find an agent willing to see the rules as we do here and post the nights.

 

[Ken555]

These posts are not infrequent; one of the common denominators I have noticed is the most difficulty seems to be with Interval trades. In older versions of the rules, what qualified as an "eligible rate" was less clear and I think there was wide interpretation to exclude Interval stays, as an "eligible rate" particularly if they included Vistana resorts as Interval was not as much of an "integrated" club-to-club exchange method for Vistana as it has been on the MVC side (for MVC, interval was once the sole club-to-club exchange option and MVC promoted it as such).

The new Bonvoy rule references to Abound would seem to make it a bit clearer, but it could still be argued that Interval exchanges are not part of the "Abound Exchange Program" AND Abound is not even yet active....

Agree that you shouldn't give up as you're likely to eventually find an agent willing to see the rules as we do here and post the nights.

FWIW, my recent WKORV stay was via II. For both reservations the credit appeared a few days after departure, as normal. I expect another credit for a SO reservation in a few days, as well.


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[regatta333]

I had two recent back-to-back stays at Sheraton Broadway Plantation booked with my Vistana Staroptions. First week stay posted a few days after checkout. Second week did not post, despite the fact that it had been in my Marriott Bonvoy app profile. When I called in, they could see the stay. In my mind, that should have been sufficient to just credit the stay. But no, I had to go through the process of filling out the missing stay request. They I get a response saying they cannot credit the stay without a folio, which I had never gotten. So call to resort to get the folio, which had a zero balance. Send the folio, only to get a response saying that this is not a folio, since it has a zero balance.

Only after sending a reply about how terrible it is that Marriott involves the customer in resolving a problem attributable to what amounts to a system problem on their part, did they finally credit the second stay. So much for their dedicated line for Titanium support. I have gotten better support from calling their regular number than from calling the Titanium support line.

 

[dioxide45]

Stays prior to 2022 were always a problem as Vistana was still not on the Marriott reservation system. We haven't had any issues now that a Bonvoy Confirmation number is provided with StarOption and Interval International confirmations. I am now just sure to add the Bonvoy number on Marriott.com before arrival and it hasn't been an issue with one stay so far. We have a bunch of II getaways later this year, so we will have to see how those work out.