I should have stayed at a Hilton Hotel

[davidvel]

This past January we stayed for a week at Crystal Shores on Marco Island. Our stay just happened to depart when the country was hit with a severe winter weather storm. As a result, our morning departure turned into an afternoon departure which eventually became an early evening departure. In the end we had to spend a night in Washington DC and catch an early morning flight to complete our trip to Fort Myers. Since we won’t spend a night in an airport terminal, we booked a night at Regan Crystal City Marriott.
When we got home we discovered our nights at Crystal Shores wasn’t credited to our account, so I notified Marriott customer service. Their response was we were credited with the one night at Crystal City, and since that one night overlapped our Crustal Shores stay, we must not have been physically present at Crystal Shores, so no nightly credit for those 7 nights, or the 6 we were actually at the resort, because they apparently think that one night in Washington ment we weren’t ever on Marco Island. Huh?

If I wasn’t there, who was and why was there a room charge in the middle of the stay at Pozza Cuccina? This makes no sense.

I’ll keep trying to get them to understand a delay isn’t the same as a cancellation. I’ll also make sure when it happens again, and it will eventually happen again, that I book a Hilton hotel rather than Marriott to keep them from getting confused again.

You should have asked them how they know you stayed at Reagan Crystal City!

 

[Superchief]

I may have a similar situation with a recent stay at Barony. I stayed there for 15 nights, but left a day early to avoid a winter storm while driving back. I stayed one night at a Marriott property in Clinton, TN. I received my 1000 titanium points for the Barony stay, but haven't yet gotten credit for my 15 nights. I plan to call MR on Monday. One problem is that you can't reduce a points stay once you have checked in, so I actually paid for the last night. I wouldn't mind if they only give credit for 14 nights due to the overlap. I've done this in the past and haven't had any problems. Since you have to leave at timeshares at 10am, I've stayed at airport hotels the same day, but I'll be sure to book Hilton in the future if this is the reason they haven't given me the night credits.

 

[davidvel]

I may have a similar situation with a recent stay at Barony. I stayed there for 15 nights, but left a day early to avoid a winter storm while driving back. I stayed one night at a Marriott property in Clinton, TN. I received my 1000 titanium points for the Barony stay, but haven't yet gotten credit for my 15 nights. I plan to call MR on Monday. One problem is that you can't reduce a points stay once you have checked in, so I actually paid for the last night. I wouldn't mind if they only give credit for 14 nights due to the overlap. I've done this in the past and haven't had any problems. Since you have to leave at timeshares at 10am, I've stayed at airport hotels the same day, but I'll be sure to book Hilton in the future if this is the reason they haven't given me the night credits.

What if you just don't put your rewards number in the hotel reservation?

 

[rthib]

Ahh, you're right. Somehow I thought "In the end " meant at the end. I didn't read it correctly. I am still not seeing anywhere in the terms and conditions that indicates an overlapping stay like this disqualifies the longer stay.

They quote 2.1.d iv then say the system defaults to the first reservation being the one where you stayed. You then have to find someone who knows how to fix the system. But remember that if you paid for the nights they credited, then they will reverse those nights and any points for spend on the rate, so you have to decide which you really want if you paid for the night.

 

[dougp26364]

I may have a similar situation with a recent stay at Barony. I stayed there for 15 nights, but left a day early to avoid a winter storm while driving back. I stayed one night at a Marriott property in Clinton, TN. I received my 1000 titanium points for the Barony stay, but haven't yet gotten credit for my 15 nights. I plan to call MR on Monday. One problem is that you can't reduce a points stay once you have checked in, so I actually paid for the last night. I wouldn't mind if they only give credit for 14 nights due to the overlap. I've done this in the past and haven't had any problems. Since you have to leave at timeshares at 10am, I've stayed at airport hotels the same day, but I'll be sure to book Hilton in the future if this is the reason they haven't given me the night credits.

Assuming you also have to fight to get appropriate credit, it’s amazing Marriott goes for the lowest number rather than just reduce the total stay by that number. I’d have understood if I’d have received 7 nights but not 8. That’s apparently not how they roll. You get the least amount of credit despite having actually stayed the higher number of nights.
Realistically, I’m not even seeing that much benefit from our titanium status. We’ve had the occasional upgrade but it’s only been better than platinum elite once. That stay was at Gaylord Rocky Mountain and we were upgraded to the presidential suite. At the Denver airport Westin, when we used my account, which is titanium, we received the standard view out to the train tracks. Under my wife’s platinum account, we were upgraded in view category to an airport view. I’m not certain it would be worth it to game the system and if people are, Marriott isn’t exactly handing out great upgrades or goodies from what I’ve seen

 

[Ken555]

Marriott sucks.