How does Marriott assign rooms?

[JillianM]

We have been Executive level owners at Newport Coast at for 15 years. I would hope that would assure us a better room when we stay here. I call on the day that they start room assignments to request one of 3 buildings and a higher floor. We checked in today to get a 1st floor room on a 5 floor building. There are 4 units on each floor and we got the worst one (beside the elevator and the worst view), so essentially the worst room in the building. To make matters worse, they had to wash the carpets and at 4:40 when they finally let us in, the carpets were still damp everywhere and in some places wet enough to soak through your socks, towels, etc. And that wasn't the only problem but I won't go into the others. It's been a disappointing start to our trip. Clearly I think Executive level carries more weight than it appears to. Does anyone know how they prioritize who gets which room?

 

[JanT]

I don’t have an answer for you about how they assign rooms. But if that had happened to me I would have gone back to Check In and requested another unit. If the carpets are still wet I would still go request another unit. That is just totally unacceptable.

 

[Mroze]

We have been Executive level owners at Newport Coast at for 15 years. I would hope that would assure us a better room when we stay here. I call on the day that they start room assignments to request one of 3 buildings and a higher floor. We checked in today to get a 1st floor room on a 5 floor building. There are 4 units on each floor and we got the worst one (beside the elevator and the worst view), so essentially the worst room in the building. To make matters worse, they had to wash the carpets and at 4:40 when they finally let us in, the carpets were still damp everywhere and in some places wet enough to soak through your socks, towels, etc. And that wasn't the only problem but I won't go into the others. It's been a disappointing start to our trip. Clearly I think Executive level carries more weight than it appears to. Does anyone know how they prioritize who gets which room?

Was this an Interval-Exchange or an MVCI-Booking?

If Interval, then Executive may not matter.

 

[davidvel]

We have been Executive level owners at Newport Coast at for 15 years. I would hope that would assure us a better room when we stay here. I call on the day that they start room assignments to request one of 3 buildings and a higher floor. We checked in today to get a 1st floor room on a 5 floor building. There are 4 units on each floor and we got the worst one (beside the elevator and the worst view), so essentially the worst room in the building. To make matters worse, they had to wash the carpets and at 4:40 when they finally let us in, the carpets were still damp everywhere and in some places wet enough to soak through your socks, towels, etc. And that wasn't the only problem but I won't go into the others. It's been a disappointing start to our trip. Clearly I think Executive level carries more weight than it appears to. Does anyone know how they prioritize who gets which room?

Executive level carries no weight in room assignments.

 

[Talent312]

I think it depends on whether you're friendly and seem sympathetic at check-in.
The clerk at HGVC either liked a joke I told or she felt sorry for my DW (not sure which).
But she took her time to find us a unit with a view, near the pool, on the top-floor.
Not that we had asked for that. I said a few times: "We're not fussy people."
.

 

[klpca]

I don’t have an answer for you about how they assign rooms. But if that had happened to me I would have gone back to Check In and requested another unit. If the carpets are still wet I would still go request another unit. That is just totally unacceptable.

Yeah, when my feet got wet I'd be right back at reception to see what else could be done. I'm easy going but I would not accept wet carpeting.

 

[JillianM]

An update.... After much pressing we were offered a different room (changing rooms in times of Covid is a big deal) but it did not have the view of the current room. In the end they brought a large (and noisy) fan that dried everything out over night. They also offered some compensation which I felt was reasonable.

I spoke with the manager today about our disappointment n the room itself and he explained that everyone has canceled their plans in Hawaii due to Covid and Newport Coast has had super high occupancy as a result, with 85% of the guests being owners. With that, they can't give everyone the room of their dreams. That made sense to me. He also provided recommendations on making room requests for subsequent trips. So all ended well. It was a beautiful day at Newport Coast today which we thoroughly enjoyed.

 

[tschwa2]

Was this a home week resort unit booked 12 or 13 months out or was it a points booking less than 10 months out?

 

[JillianM]

It was a points booking less than 10 months out. I do think that had something to do with the poor room assignment, and possibly that it's only 3 nights. But that is just my guess.

 

[SUMMERBREEZE]

Sorry to hear that. Hope you enjoyed your trip, though. We are owners at Newport Coast at presidential level and have not been there in several years. Planning to book for next year. Is there a room/building that anyone would recommend for us to request and give it a try. Thank you.

 

[dougp26364]

I’m glad the story has ended well for you. We’ve been owners since 2001 with MVC and are currently Chairman level. As to how room assignments are made, it varies a little from resort to resort and has changed somewhat because of the DC trust program, which allows single night stays and any day check in, which will affect what units are available on any given day.

Originally, the hierarchy was something like this:
1. Resort owners staying on their owned time/season.
1a. Multiple week owners had a slightly higher priority
note: reservation date plays a part when all other things are equal

2. Renters who have rented a specific view or high/low floor

3.Resort owners exchanging back into their home resort

4. all other Marriott owners exchanging into another
4a. Multiple week owners have an advantage
Note: reservation time stamp is considered when all other things are equal

5.Exchangers who are Marriott owners, but have used another, non-Marriott week to exchange in

6. All other exchangers.

Since the inception of the DC, this has been altered somewhat. Resorts have to accommodate DC owners into the equation. I believe at most resorts, deeded owners staying on their own time will still trump DC exchangers for unit location. However, points reservations can check in/out any day of the week, and this has affected unit availability on traditional check in days for the better unit locations.

Now throw in the chaos created from CoVid cancelled plans and this next year should be interesting for unit placement and possibly just finding reservation dates that work for owners. 2021 will be the first year in a long time I’ve had to lock off our Ocean Pointe 3 bedroom unit to get a check in day that worked for us, and that was reserving our unit the first day check in was available. Prior to the DC, I could pick my check in day from any date available for standard weeks owners checking in. Since the DC has matured, we’ve been limited, but could usually snag either Friday, Saturday or Sunday. The only day we lost was Thursday, which had been our preference due to work schedules.

ownership level plays a part but it is no guarantee of a room with a view. Several years back we were multiple week owners and had exchanged in to Canyon Villas in Scottsdale during baseball spring training (they didn’t have select, executive, presidential or chairman’s levels at the time, just single week or multiple week owners). Our unit was a first floor unit with a view of a rock wall. Status can do very little when the resort has high occupancy and it’s all owners staying on their time, who are fighting for the best locations and views themselves. Even if your a chairman level owner, if the preferred location isn’t available it’s just not available.