New Website - my-vacationclub.com is now owners.marriottvacationclub.com

[Helios]

Thanks, I looked briefly and missed that one.

 

[Safti]

Thanks, Safti. I'm going to ask about this next time I call. In the meantime I'm waiting for the system to be back up so I can verify whether a Waitlist request I made yesterday will show up in both accounts.

Sue, looks like I spoke too soon. When I went to the site yesterday, it popped up as the name on our "deeded" week though when I looked at my profile, my name came up. There is no way to reach technical services directly and I ended up on the phone for 1.5 hours with 4 different advisors, none of whom could help me. The last advisor called technical services for me but had to go back and forth between us. He felt like he was "in the middle" and I was desperate to explain to technical services myself what the problem was. At the end, technical services told him that they would try and fix the problem...... in a few weeks. Doesn't inspire much confidence.

 

[hawk5]

I agree wholeheartedly that this conversion doesn't inspire much confidence. I'm amazed that in 2016 a cutover could go this poorly. The links were clearly not even tested as many still completely don't work. My inventory was actually ok until the outage yesterday. Not its not correct. I am going to call but I am assuming I just have to wait til it's resolved. Wonder how long that will take.

 

[LeeSoFL]

Thank you all for your warm welcome and outstanding response to my first post.

...oh wait, I'm mistaken, none of that happened.

 

[BJRSanDiego]

If you login, are the videos available. It seems that Marriott has moved several things behind the login. All the resort calendar links in the FAQ sticky now require login and the resort maps did also until I fixed them yesterday.

I tried logging in first and it took me to the standard post-login screen. I looked all over for a clickable for the videos but couldn't find it.

 

[gregloucks]

Thank you all for your warm welcome and outstanding response to my first post.

...oh wait, I'm mistaken, none of that happened.

Welcome to TUG! I think perhaps what you encountered is a situation where everyone became immersed in trying to work through the many issues that have arisen with the new website, and your question got overlooked. If you stick around, I think you'll find that TUG is the most friendly and helpful travel board on the net, at least that's been my experience. These folks really are the best.

I think you'll also find that snarkiness isn't really part of the TUG culture.

To answer your original question, I have had no problems with the accounting for my points.

 

[davidvel]

Thank you all for your warm welcome and outstanding response to my first post.

...oh wait, I'm mistaken, none of that happened.

There were a few posts about people's inventory being incorrect, you must have missed these in your haste for a gold leafed welcome package.

People here are generally very helpful, and responsive. But if you're looking to be personally catered to, its not that kind of place.

And people will be snarky here, in response to unsolicited snarky-ness.

 

[dioxide45]

Hello, this is my first post. I searched for website issues with MVC points and it had your group listed.

On Saturday, Feb 6th, the website showed the correct numbers (and dates for use) of my club points. Then Sunday it was a mess. They still haven't gotten the numbers right, and I'm told "they're working on my account."

The latest incarnation has points delegated for use from NOV 2020 through OCT 2021. I like planning the future, but that is ridiculous.

The site is showing only one of three future bookings, and my points history is not there at all.

Have any of you had problems with correct points accounting since Sunday,
Feb 7 (2016?)

Thank you,
Lee

Thank you all for your warm welcome and outstanding response to my first post.

...oh wait, I'm mistaken, none of that happened.

I think the problem is that the issue you are having is rare. People really can't answer your question if they don't have any experience with it. You seem to be taking the right approach trying to fix the problem with Marriott. You aren't taking the right approach here looking for answers.

 

[LeeSoFL]

I feel suitably admonished. Having been a member of posting boards for 20 years, I've always noted a new member and greeted them accordingly.

As for Marriott, we bought 10,000 points in Sept '14 while in Kauai. Our account balance was perfectly correct until Saturday, Feb 8th, when it showed 16,800 points in our account. No points had been lost, any banked points had been used, and then on Sunday, our account showed 46,750 points. Sure, I attributed it to a mistake in their transition to a new formatted site. But now, 11 days later, they have adjusted the points to several thousand less than the 16,800 I know we should have in our account.

The phone reps are looking at this incorrect information at their end, and insisting that is what is in my account.

I've emailed them a full tally of my accumulated points, and the cost (in points) of the five vacations we've taken, and the three we have booked for this year and next.

It's simple math, total of our allotted points minus the points we've used or have booked. Still they resist.

They say they can't see back as far (Sept 2014) as I'm asking them to check. The new website doesn't show currently booked vacations, although those they see. There is no accounting history on the site anymore. The first we see is our upcoming booking for St. Thomas in Feb 2017.

Currently, we're at a standoff. I wouldn't stand for it at a bank, and Marriott is no different.

 

[Fasttr]

There is no accounting history on the site anymore.

Are you viewing the site on a tablet, or a smaller sized laptop that they have mistaken as a tablet. I ask because I have a flippable laptop at home that can act like a tablet, and when I sign in at home, I get the site formatted for the tablet, which does not appear to have some of the functionality that the full blown website has. When I sign in on my work computer, I have full functionality, and there is certainly a clickable spot for View Points Transaction History....and on there, for me, I can see all activity going back to a transaction date of Oct 2013.

 

[LeeSoFL]

Are you viewing the site on a tablet... I can see all activity going back to a transaction date of Oct 2013.

Home PC and laptop all show the same full-sized site.

I've seen what you've mentioned on my phone etc.

 

[Fasttr]

Home PC and laptop all show the same full-sized site.

So if you sign in, and click Book My Stay on the top menu bar, you do not see buttons to click for "View My Upcoming Reservations" and "View Point Transaction History"?

 

[LeeSoFL]

So if you sign in, and click Book My Stay on the top menu bar, you do not see buttons to click for "View My Upcoming Reservations" and "View Point Transaction History"?

I logon fine, and book with no problem. Only one reservation shows, when there are three booked. The transaction history starts Feb 2016, so it only shows the St Thomas 2017 booking with the 4,125 points debited.

The bigger problem is Marriott and I are at two completely different total points that are in my account. They are saying 13,500 (10k for 11/17 to 11/18) and 3,500 for 11/16 to 11/17. I should have 5,675 remaining for this year, total of 15,675.

 

[Lv2Trvl]

Cannot use the site at this time

Hi - I have been trying to get into our account for awhile this morning - nothing. Can login, but then just the spinning icon... Have gotten in though since the conversion. Not very impressed.

 

[LeeSoFL]

MVC is supposed to be getting my account straightened out. Went on the site at 4PM to see if anything had changed.

Yes it sure did, they canceled my St Thomas week for 2017, put the points back into a bonus points category and went home and had lunch.

I was on the phone for 45 minutes with them telling me the resort was full... I suggested they call the person who stole my week and tell them don't show up.

A super-supervisor was finally able to see that someone internally had canceled my week today, and they got the reservation reinstated.

I mean, seriously, is this any way to do business?

 

[GreenTea]

MVC is supposed to be getting my account straightened out. Went on the site at 4PM to see if anything had changed.

Yes it sure did, they canceled my St Thomas week for 2017, put the points back into a bonus points category and went home and had lunch.

I was on the phone for 45 minutes with them telling me the resort was full... I suggested they call the person who stole my week and tell them don't show up.

A super-supervisor was finally able to see that someone internally had canceled my week today, and they got the reservation reinstated.

I mean, seriously, is this any way to do business?

W O W! That is terrifying to read.

 

[Squan66]

My points balance was off 1250 points. I called about it on Monday. I was told they were aware of some issues (they had charged me plus points for a reservation made within the 12 month window).
The corrected the issue today.

 

[LeeSoFL]

You're lucky it was resolved quickly. In the points program, M has the upper hand, because they start to swirl numbers around that completely muddles understanding. Last night, I called at 7 PM, and the conversation ran until 9:15 PM. Getting my points returned to the correct number has become a full-time job. Since Sunday, Feb 7th, I've spent 23 hours on the line with MVC.

I've present the very basic and simple numbers as follows-

Since Sept 2014, I have been allotted 37,000 points that breakdown as follows:

2014 6,500
2015 6,500
Bonus 4,000
2016 10,000
2017 10,000 (for use Nov '17 to Oct '18) --- total 37,000

I have used 21,325 points for vacations we've gone on, or are coming up.

2,900 Newport Coast 9/15
9,950 Kauai Lagoons 9/16
3,325 St Kitts 6/16
785 Orlando 11/15
240 Orlando 11/15
4,125 St Thomas 5/17

There were no points lost, there are no points borrowed, and the 3,600 points banked on 5/9/15 were used correctly.

Therefore 37,000 subtract 21,325 should have my account balance at 15,675.

 

[dioxide45]

You're lucky it was resolved quickly. In the points program, M has the upper hand, because they start to swirl numbers around that completely muddles understanding. Last night, I called at 7 PM, and the conversation ran until 9:15 PM. Getting my points returned to the correct number has become a full-time job. Since Sunday, Feb 7th, I've spent 23 hours on the line with MVC.

I've present the very basic and simple numbers as follows-

Since Sept 2014, I have been allotted 37,000 points that breakdown as follows:

2014 6,500
2015 6,500
Bonus 4,000
2016 10,000
2017 10,000 (for use Nov '17 to Oct '18) --- total 37,000

I have used 21,325 points for vacations we've gone on, or are coming up.

2,900 Newport Coast 9/15
9,950 Kauai Lagoons 9/16
3,325 St Kitts 6/16
785 Orlando 11/15
240 Orlando 11/15
4,125 St Thomas 5/17

There were no points lost, there are no points borrowed, and the 3,600 points banked on 5/9/15 were used correctly.

Therefore 37,000 subtract 21,325 should have my account balance at 15,675.

Have you emailed this same information to the MVCI Customer Advocate? Seems that putting this down in writing would go a lot further than trying to communicate it over a phone call.

 

[LeeSoFL]

Would you have the email address for the Advocate?

Thank you.

 

[dioxide45]

Would you have the email address for the Advocate?

Thank you.

Take a look at this post.

 

[LeeSoFL]

Thanks, I'll give it a try.

 

[GreenTea]

Definitely contact the office mentioned in the connected post. I worked with a fabulous person who fixed the issues I had. Absolutely wonderful employee.

 

[LeeSoFL]

Miracle of Miracles

This morning, the points, booked vacations, and account history were completely correct.

From what I've been told there were three issues that all smashed together to bomb my account. There was a deed transfer from our first 6500 points (into our trust), the website change, and four cancelations/bookings for St Thomas, that all took place over the weekend of Feb 6/7.

The owner services rep and a supervisor from customer care, along with the sales manager at Kauai Lagoons had to reconstruct my account with the correct information.

I went over the online numbers and they're all a-o-k.

Thanks for your help.

 

[SueDonJ]

This morning, the points, booked vacations, and account history were completely correct.

From what I've been told there were three issues that all smashed together to bomb my account. There was a deed transfer from our first 6500 points (into our trust), the website change, and four cancelations/bookings for St Thomas, that all took place over the weekend of Feb 6/7.

The owner services rep and a supervisor from customer care, along with the sales manager at Kauai Lagoons had to reconstruct my account with the correct information.

I went over the online numbers and they're all a-o-k.

Thanks for your help.

Glad to hear it.