I should have stayed at a Hilton Hotel

[Zagrid094]

I wonder if the reason you didn't get the ENCs for Crystal Shores is simply because Crystal Shores sucks at getting them posted. It is one of the resorts where they didn't automatically post for us a couple years ago and I had to submit a missing stay request. I've also seen reports from others that had the issue where nights didn't post.

I suspect you were given the excuse of the overlapping reservation because the untrained reps really have no clue and make up any excuse to not give credit when you open a missing stay request. In practice, you really should have received nights for both Crystal Shores and the hotel stay because I've noticed the system isn't really smart enough to identify overlapping stays at different properties and I've received credit for both in the past.

That said, the policy should be that you get 7 ENCs. Six for Crystal Shores and one for the hotel. One reservation doesn't completely negate the other. I suspect they are just telling you that because they don't know why Crystal Shores didn't automatically post and they are trying to deny ENCs.

Interesting that you had this experience at Crystal Shores as well. I had been attempting to receive ENC’s and Bonvoy points for our 2 week stay there last October. I had brought this to the attention of the Front Office Manager at Crystal Shores who was working with the Marriott Bonvoy Team to resolve. After four months of multiple phone calls and texts with the FOM with no success, I finally submitted my own missing stay request online this past week (one has up to a year to file such a request) with Marriott Bonvoy. I received an email reply the same day from a Bonvoy CSR claiming that I had an overlapping stay and that only our stay at a Residence Inn on our way down to Florida from Virginia would be honored.

I responded back and explained that we did not arrive at Crystal Shores until 2 days after our initial check in date due to the effects of Hurricane Milton, i.e. concerns with gasoline shortages, local restaurants and grocery stores not being open, etc. Once I explained that we did NOT have an overlapping stay, another Bonvoy CSR finally did agree to honor our missing stay request and we have received our ENC’s and points properly.

For whatever it’s worth, I did inform the FOM at Crystal Shores that the matter has been resolved. She said she had met similar resistance from Marriott Bonvoy in the past for these types of circumstances and was glad I was successful in getting it addressed. She said she will escalate this to MVC Corporate and bring this situation to their attention as this has happened to other owners.

In order to prevent this from happening again I plan to make a reservation at a Marriott property in advance or following a MVC reservation when required using my wife’s Bonvoy account. There should be no issue in overlapping stays since the Bonvoy accounts are separate. We can easily transfer Bonvoy points between our accounts when necessary.

 

[ljmiii]

In order to prevent this from happening again I plan to make a reservation at a Marriott property in advance or following a MVC reservation when required using my wife’s Bonvoy account...

Well that's brilliant! We'll certainly start doing that for potentially overlapping stays at locations where the Marriott is nicer than the Hilton.

 

[PaulaC]

I am fighting a similar situation, I had a reservation for a week at Ko'Olina and due to my direct flight arriving on day 2 of my reservation, I emailed the resort and told them I would not arrive until day 2. I then stayed at a Marriott Airport hotel the night prior. When I never received credit for my stay, I checked my folio and it showed my arrival date of the original reservation, although I was never charged the daily tax imposed by the state of Hawaii. I sent a copy of my letter to Ko'Olina re my late arrival along with a copy of my folio and finally received my Bonvoy points for the charges. However, I didn't receive any credits for my nights stayed because they said it is a contract rate!! We have owned MVCI properties for 25 years and have always received credit and to show further proof, we spent an additional 25 nights at Ko'Olina following this week and received 25 nights elite night credit. I really think Marriott is trying to cheat their most loyal guests. It is so frustrating having to fight for everything that you earn.

 

[Superchief]

It appears that Marriott is choosing the longer stays to withhold credit in these examples. In cases where the hotel stay was prior to the timeshare stay, they credited the earlier stay. In cases like mine where the hotel stay was after our timeshares stay, they also withheld credit for the longer timeshare stay. It appears they choose whatever hurts their loyal customers the most. This isn't the Marriott that I had been loyal to for over 50 years.

 

[dioxide45]

Their policy of how they apply ENCs seems to be in violation of their Bonvoy Terms and Conditions. This might end up in a class action at some point, though what is the value of an ENC? If there ever was one and there was a settlement, everyone in the class would get a free bag of chips from the marketplace at their next check in. Though it may force Marriott to change their current practice of applying ENCs.

 

[dougp26364]

It appears that Marriott is choosing the longer stays to withhold credit in these examples. In cases where the hotel stay was prior to the timeshare stay, they credited the earlier stay. In cases like mine where the hotel stay was after our timeshares stay, they also withheld credit for the longer timeshare stay. It appears they choose whatever hurts their loyal customers the most. This isn't the Marriott that I had been loyal to for over 50 years.

Exactly.
I’m not willing to fight Marriott over the number of nights I pay for and stay. I am willing to walk away and spend my hotel nights with one of their competitors.
Generally speaking, money speaks louder than complain emails and phone calls