II profiles and MR elite nights "problem"

[tiel]

First, I will say that I am not the most observant person in the world, so it's possible I may not have noticed mention of this issue before...

In our family, I am the one who makes most of the travel arrangements, including II exchanges. When II allowed for separate profiles under one account, I just logged in under my profile and made exchanges. When we received the exchange confirmation, both of our names were listed in the name and address block, using the slash format (DH's name/my name), and all was well. When we went to add my DH's MR number (we ALWAYS use his account, so all our points/night accumulations are in one place), there was never any problem...the names on the confirmation and the MR account matched, so my DH's account number was related to the exchanges, and we got credit for the nights stayed in his account.

Recently, when we tried to associate my DH's MR account to an exchange made under my profile, we were told they couldn't, because the names didn't match. When I examined the confirmation, ONLY my name was in the main name/address block, with my DH's name listed only on the right hand side of form as an authorized guest who could stay in the unit without me. Since we are trying to accumulate as many nights as we can so we can acheive platinum status again next year (with the help of rollover nights), I called II to see if we could get the name of the confirmation changed to his name or have his name added to the main block. We were told they couldn't/(?)wouldn't do that, because both of our names were on the reservation, and as far as they were concerned, all was right with the world. So, I guess we will be "losing" the 7 nights when we check into Barony after Thanksgiving.

Now, when I log into II, I am using my husband's profile, to hopefully avoid this problem. It's no big deal, I guess, but it didn't always work like it does now. But I am wondering, has anyone else had this happen to them? If so, were you able to resolve the problem?

 

[Ann in CA]

We have a similar situation, except when I called to put my husband's number on the Marriott reservation, there was no problem (last August). It now has my name, but my husband's MR#. Not sure whether I called 1-800-MARRIOTT, or used the Platinum line, but I was attaching the number to two reservations for this December, and had no problem with either.

My other reservation does have my husband's name on the Marriott res, but on the II confirmation has both of our names. Why my name alone showed up on the first reservation I do not know, except that the Marriott rep knew she was talking to me, rather than my husband, so may have just put my name on as I was the person calling.

I would just call back to Marriott and ask to have your husband's MR# put on. There seem to be different interpretations by different reps, so if at first you don't succeed.... They probably would even change the name if you get the right person. Since I do all the travel planning, I rarely have had a problem with Marriott or II when I am speaking for my husband's account, and I am sure there are plenty of couples where one person is doing all the exchanges, reservations etc, so they should be used to it.

We have changed reward numbers when checking in as well (when we had two units at the same resort, and I wanted one under my MR#), but I would not want to wait as it is easier to just try for a different Marriott rep by phone.

Also, if you want to get II to resend with your husband's name on, you should call the Customer Service line, instead of the II Marriott desk line. Those reps seem to have much more authority than the regular reps.

Good luck!

 

[aka Julie]

We had the same exact problem.

I had called II and they re-sent the confirmation with my husband's name so that we could attach his MR # to the reservation.

I asked why all of a sudden the reservations were showing my name. She said that my name was listed as the Primary Contact in our II account.

Sure enough I went into My Account and then My Memberships and changed the Primary Contact to my husband.

Problem solved.

 

[tiel]

Thank you Ann and aka Julie!

Although I didn't mention, we did try calling Marriott 2-3 times, hoping for a rep who would change it. No go. We will give II Customer Service a call though...that hadn't occurred to me!

Also, I checked our II account, and, yep, I was listed as the primary contact. I have changed that now, and hopefully there will be no further problems.

I knew someone here would have the answers.

 

[tiel]

Just made another exchange, this one into Shadow Ridge for Thanksgiving 2012. We traded a 1-bedroom GV for a 2-bedroom there and were generally delighted, that is, until we got the confirmation. Although I was signed in under my DH's profile, and he is listed as the Primary Contact on our account now, the confirmation was issued in my name. :annoyed:

Since I like things in writing, I have sent an email to II Customer Support requesting the name on this confirmation be changed and our system parameters or whatever be changed so this doesn't happen again. The auto response indicated I will receive a response in 24-36 hours. Not speedy, to be sure, but it will be ok if we get what we want. If this approach doesn't work out, I will call them. Here's hoping!

 

[kjd]

Had similar problem, what can be done to fix it on a long term basis? When we joined the problems started. I was told that you had to have two II accounts because the one that you get with the DC was free of transaction fees and the old II wasn't. We couldn't cancel the old II account because they said that it still had deposits in it and you can't transfer one into another.

The old II account was paid up through 2014. They said that they could not give us a refund until the account was clear of deposits. That's going to take another year resulting in a lower refund to us. Like the OP and others we could not have two accounts under the same name. So, we have one for each of us and the same thing happens where the name on the confirmation isn't exactly correct.

It's unclear whether this is a case of II sabotage because of the change to the DC by Marriott or whether II won't invest in new software to resolve these issues. Marriott should have anticipated these problems if they were going to force us into have two separate II accounts. They have not accepted any of the blame so far.

 

[TSPam]

Hi,
I am sorry that you have had this problem. I have been able to put either my MR number on our reservation or my husband's and the confirmations are in my name with my husband as person not requiring a guest certificate.
I always do it with the resort directly and have not had a problem. I am now in my third Marriott this fall and I put two in my husbands name to get him up to platinum. I was already platinum but we had an overlapping week so I put that one in my name as to not cause problems.

 

[tiel]

Hi,
I am sorry that you have had this problem. I have been able to put either my MR number on our reservation or my husband's and the confirmations are in my name with my husband as person not requiring a guest certificate.
I always do it with the resort directly and have not had a problem. I am now in my third Marriott this fall and I put two in my husbands name to get him up to platinum. I was already platinum but we had an overlapping week so I put that one in my name as to not cause problems.

We are going to try to get the resort (Barony) to associate my DH's number to the reservation when we check in after Thanksgiving. I hope it works as easily for us as it did for you. It's amazing how it seems to be just a matter of whom you talk to...guess we just haven't found the "right" rep yet!

Btw, we got a response from II very quickly on my Shadow Ridge exchange. It said the change had been made and a new confirmation had been sent. When we checked the "new" confirmation, it was exactly the same as the original one, with my name in the address box. Sigh. So, I sent the whole thing back...guess we'll see!

 

[NJMOM2]

I had done the same thing when II started to 2 seperate login accounts. The reservation is in my name and it states DH can check in without a guest certificate. I figured we would just add his MR number when we check in to the resort. I have been following this thread. Can you please post back here to let us know what the results are when you check in.

Now I just log into his II account.

Have a great trip!

 

[tiel]

We have a new confirmation with my DH's name in the address block! Now, we can get his MR number associated with it, and when we stay, cah-ching!, 7 more elite nights into his account.

We got this accomplished by contacting II Customer Service via email, using the function provided on the II website. It took them 2 tries to get it corrected, but all is well now.

The only thing we cannot tell at this point is what name will be used on our next exchange. But that's ok. At least we know we can get it changed wihtout too much trouble if it ends up being wrong again.