Official changes to Marriott Rewards program effective 8/18/18

[Traveling Suitcase]

I would contact Marriott Rewards. They award the points and go off of whatever the property reports to them. Have you stayed at this particular property before and gotten points? I have learned that not all MVCI properties report stays the same way and it can make a difference in the amount (if any) of MRPs received.

Yes have stayed at this particular time share 6 or 7 other times, and have ALWAYS gotten points. Was on the phone with Marriott Rewards yesterday for 55 minutes when she was about to put me on hold again. I had to leave the house and asked her to call me back. Which she said she would do, and of course didn't. So, now I guess I have to call again and start the whole process over. I know they're busy with the merger, but really some of this waiting on the phone is ridiculous. I even told her as I was talking I had the activity page up on the account and she could scroll back to other years at the same resort and see the points. I read what it said to her. They must have way too many untrained people who always have to put you on the phone to go talk to someone else.

Right you are, there are some differences (which personally I don't think they should be) from location to location; but we have NEVER not received points from any time share. At a bare minimum (which I told her) we should have received the 500 thank you for being an Elite member.

 

[kds4]

Yes have stayed at this particular time share 6 or 7 other times, and have ALWAYS gotten points. Was on the phone with Marriott Rewards yesterday for 55 minutes when she was about to put me on hold again. I had to leave the house and asked her to call me back. Which she said she would do, and of course didn't. So, now I guess I have to call again and start the whole process over. I know they're busy with the merger, but really some of this waiting on the phone is ridiculous. I even told her as I was talking I had the activity page up on the account and she could scroll back to other years at the same resort and see the points. I read what it said to her. They must have way too many untrained people who always have to put you on the phone to go talk to someone else.

Right you are, there are some differences (which personally I don't think they should be) from location to location; but we have NEVER not received points from any time share. At a bare minimum (which I told her) we should have received the 500 thank you for being an Elite member.

I agree. Sounds like possibly a human error at the resort that resulted in no points earnings being reported to MR. As frustrating as it is, another call to MR is the only option I can see. If you haven't already, I would ask them to pull up the folio from your stay. This way they can see any incidental charges you may have made as well as the 500 elite bonus you should have gotten based on your MR level.

 

[mas]

...I would ask them to pull up the folio from your stay. This way they can see any incidental charges you may have made as well as the 500 elite bonus you should have gotten based on your MR level.

If you don't have an electronic copy (emailed folio) you can always call the hotel/resort directly and have them send you one. I did this when I had an issue with a stay in NY at the residence inn and they immediately sent me a copy which I used to resolve my issue.

 

[mjm1]

That doesn't appear to align with what both Marriott and Starwood representatives announced. Below is what Marriott's representative posted over on FlyerTalk back on 8/20/18. I colored the key sentence in red. Perhaps others read this differently, but to me the announcement says you get a travel package that is one category lower than the one you downgraded AND see a deposit of 30k refunded MRPs into your account. What you describe sounds to me like a case of "you can have the downgraded package but you have to use the refund we promised you to get it". I don't read that in the statement below.

If the announcement said something along the lines of "member is responsible for any difference in points required to purchase the downgraded travel package" and/or "Marriott will credit the member's account 30k MRPs toward the purchase of a downgraded travel package" that would be different. However, I don't see anything to that effect. Maybe I am missing something?

1
Marriott Rewards Insider
Company Representative, Marriott Rewards
Original Poster

Join Date: Apr 2018
Posts: 25

Travel Packages Update
Members,

This past Saturday, new Travel Packages became available for purchase for members. At the same time, due to system capabilities, we initiated a month-long blackout on cancellations and modifications to existing Travel Package certificates. After pressure testing our new system over the weekend, we’re happy to relay that starting today, the blackout period is over.

In addition, members who purchased a Category 6, Category 8 or Tier 1-3 certificate prior to 8/18 are able to request a one-time exchange for a Travel Package one category lower. This process will cancel your current Travel Package, reissue a Travel Package one category lower and result in a refund of 30,000 points to your account. To submit a request, follow these steps:

• Go to https://www.marriott.com/marriott/contact.mi

• Select “Packages - Deals” from the “Topic” drop down menu
• Submit your request

As a reminder, status.marriott.com will periodically have additional updates.

Kind regards,
Marriott Rewards Insider

A Starwood representative made the same announcement the same day:

2
Starwood Lurker IV
Company Representative - Starwood

Join Date: Aug 2011
Programs: SPG
Posts: 649

Travel Packages Update
Members,

This past Saturday, new Travel Packages became available for purchase for members. At the same time, due to system capabilities, we initiated a month-long blackout on cancellations and modifications to existing Travel Package certificates. After pressure testing our new system over the weekend, we’re happy to relay that starting today, the blackout period is over.


In addition, members who purchased a Category 6, Category 8 or Tier 1-3 certificate prior to 8/18 are able to request a one-time exchange for a Travel Package one category lower. This process will cancel your current Travel Package, reissue a Travel Package one category lower and result in a refund of 30,000 points to your account. To submit a request, follow these steps:

• Go to https://www.marriott.com/marriott/contact.mi

• Select “Packages - Deals” from the “Topic” drop down menu
• Submit your request

As a reminder, status.marriott.com will periodically have additional updates.


Kind regards,

Alexandra B.
Specialist, Social Media
Marriott International

I am going to follow up again via the case number the issued to me and try to copy and paste what the reps shared with each of you. Hopefully it works. I will report back once I hear back.

Best regards.

Mike

 

[Traveling Suitcase]

If you don't have an electronic copy (emailed folio) you can always call the hotel/resort directly and have them send you one. I did this when I had an issue with a stay in NY at the residence inn and they immediately sent me a copy which I used to resolve my issue.

Thank you, will do that, though don't think we had any charges on that trip.

 

[BocaBoy]

Reading through a bit of the old thread. My last stay at a Marriott Time Share was in Park City in July. I had 3 reservations, but for the first time ever didn't receive any rewards points for my stay. Has something changed? One week was a trade through II, a few days were using MVC points, and a few days were on a sales package. I believe I read you only get reward points when you're paying for a stay. Certainly we paid for the sales stay, we paid 2 upgrade fees for the week that was traded, and it would seem from my perspective you certainly when staying on MVC points, as you pay mightly wit your membership and your maintenance fees. We've always gotten points when staying at timeshares. We also get elite bonus points, why not this time??

You are definitely entitled to points and elite nights for the II trade and for the nights you stayed using points and elite nights credit as your method of payment. However, nights spent on an MVC sales or Encore package are specifically excluded from receiving points. (They should be posting any points for your incidental spend (if any), however.)

 

[Born2Travel]

Would a sales promo stay receive nights stayed credit?

You are definitely entitled to points and elite nights for the II trade and for the nights you stayed using points and elite nights credit as your method of payment. However, nights spent on an MVC sales or Encore package are specifically excluded from receiving points. (They should be posting any points for your incidental spend (if any), however.)

 

[jmhpsu93]

Would a sales promo stay receive nights stayed credit?

I don't think so - we did a stay at the Westin Cancun last month on a promo and didn't get elite night credits, but all room charges received points (and the promo included a bunch of Starpoints, as well).

 

[dioxide45]

Would a sales promo stay receive nights stayed credit?

Encore Package stays don't receive elite night credit.

 

[mjm1]

I am pleased to report that I was finally able to downgrade my 5 night Cat. 8 certificate AND received 30,000 MRP's back into my account. It shows up as +75,000 and -45,000 in my account. (edit- one odd thing is that my new points total is correct in my app, but not my online account. However, I can see the activity in my online account. A little bug or simply timing.)

I got cut off from the first person with whom I spoke this afternoon, but decided to call back. I got a young lady who was very familiar with upgrading and downgrading certificates in the past, so she was very responsive and handled it pretty quickly. She should be training everyone else there .

Best regards.

Mike

 

[kds4]

I am pleased to report that I was finally able to downgrade my 5 night Cat. 8 certificate AND received 30,000 MRP's back into my account. It shows up as +75,000 and -45,000 in my account. (edit- one odd thing is that my new points total is correct in my app, but not my online account. However, I can see the activity in my online account. A little bug or simply timing.)

I got cut off from the first person with whom I spoke this afternoon, but decided to call back. I got a young lady who was very familiar with upgrading and downgrading certificates in the past, so she was very responsive and handled it pretty quickly. She should be training everyone else there .

Best regards.

Mike

Glad it worked out. So, what category of travel package do you have in your account now in place of your Category 8?

 

[uop1497]

Can someone please advise what best option I should do with my travel cartificate category 8 .

Before 8/18/2018, I made a reservation using my TP certificate for Marriott Circular Quay in Sydney. It is 40K/ night for that hotel stay at that time . Now that hotel is down grade to Category 5 and it is 35k/ night.

My travel package category 8 is currently matching as category 7 in Marriott new system . I would like to know what best option to get some Marriott point refund . Can I able to cancel my hotel booking and asked for the TP certificate to down grade. If so, what is best way to handle. I still need to book 7 days hotel stay for my Sydney trip in 2019.

I contact Marriott, but get no clear answer . And I was told thay can not taken care any attached or re-attach travel certificate until after September 18, 2018.

 

[kds4]

I spent 3 hours on the telephone with Marriott (last night into this morning) on this very question. Both Category 5 and Category 6 TPs are being mapped to Category 1-4 (at least mine are). After speaking to 3 different 'escalated' persons - first 'regular' reservations, then 'elite' services, and lastly 'platinum desk', I was able to get someone who could generate the 30k MRP refund for each of my Category 6 packages that I asked to downgrade. (So, it can be done over the phone now.)

The downgrades are complete. I can see the new packages in my account. However, when she attempted to deposit the refunded points into my account, the system 'froze' not allowing her to finish the transaction. So, now I have a 'case' that will take 3-5 days for an even 'higher' MR supervisor to fix.

FWIW - I would not try to just cancel any pre-8/18 travel packages to get the hotel portion of MRPs back to rebook your own points reservation in the new categories. Hint - you won't get much of anything. I was specifically warned that if I wanted to cancel any of my pre-8/18 travel packages, I would get back only 10k MRPs (TOTAL) for each Category 1-5, and only 25k MRPs (TOTAL) for each Category 6. When I questioned why that was all they were worth, I was told 'because the bulk of the points you spent to redeem the travel package were applied to get the FF miles'.

Based on their math of an old Category 1-5 TP that was 235k MRPs, only 10k were allocated to the 5 night stay. The remaining 225k MRPs was the cost of the FF miles. This math holds true for Category 6 TPs that were 250k MRPs (15k more), 25k was allocated to the 5 night stay (as MR told me last night) and 225k MRPs was the cost of the FF miles. I'm not sure how the new TP math will work (until someone tries to cancel a new TP to get the hotel portion of MRPs back) but I suspect the math won't be any better for owners/guests.

So, things are better than they were, but I still don't think Marriott has fully delivered on what they offered. When I started the travel package 'downgrade' offer by Marriott Rewards, I had four Category 6 packages to downgrade and an account balance of about 113k MRPs. At the end of my initial 3+ hour call, I had four new Category 5 packages (but only 33k MRPs in my account, for a net loss of 80k MRPs - hence the case number). My second call didn't go much better, resulting in an MR position of "you won't be getting any points back".

Today's 3rd call left me with the same four new Category 5 packages and an account balance of 153k MRPs, (for a net gain of 40k MRPs). Their explanation was that the remaining 80k MRPs (of the 120k I should have received @30k for each package I downgraded) I do not see were used to 'pay' for the downgrade to Category 5. I know that is not what their 8/20/18 announcement said when the downgrade offer was rolled out, but I'm willing to settle for us both being mutually dissatisfied (since they initially wanted me to pay 80k MRPs out of my account to be able to downgrade).

The hallmark of a true compromise - when both parties are left mutually dissatisfied.

 

[VacationForever]

So, things are better than they were, but I still don't think Marriott has fully delivered on what they offered. When I started the travel package 'downgrade' offer by Marriott Rewards, I had four Category 6 packages to downgrade and an account balance of about 113k MRPs. At the end of my initial 3+ hour call, I had four new Category 5 packages (but only 33k MRPs in my account, for a net loss of 80k MRPs - hence the case number). My second call didn't go much better, resulting in an MR position of "you won't be getting any points back".

Today's 3rd call left me with the same four new Category 5 packages and an account balance of 153k MRPs, (for a net gain of 40k MRPs). Their explanation was that the remaining 80k MRPs (of the 120k I should have received @30k for each package I downgraded) I do not see were used to 'pay' for the downgrade to Category 5. I know that is not what their 8/20/18 announcement said when the downgrade offer was rolled out, but I'm willing to settle for us both being mutually dissatisfied (since they initially wanted me to pay 80k MRPs out of my account to be able to downgrade).

The hallmark of a true compromise - when both parties are left mutually dissatisfied.

I believe they made a mistake with their calculation in their initial announcement now when they actually do the math and programming into the system, they are reflecting a different number.

 

[dioxide45]

I think there is also an issue where if you are trying to downgrade a five night package vs the seven night packages. The 30K offer was for seven night packages. In the old package structure, the difference in points cost between each category was 30K. That is not the same for the five night packages, so if you downgrade them, you shouldn't necessarily expect 30K refunded.

One step down from a five night category 6 certificate is only 15K point, for the category 8 it is 30K. So if you are trying to get the refund on the category 6 five night package, it really should only be a 15K refund, not the 30K like the seven night packages.

 

[mjm1]

Glad it worked out. So, what category of travel package do you have in your account now in place of your Category 8?

We now have a 5 night Cat. 5 certificate. Also, the new certificate was given a new expiration date one year from the date of the change. We have attached it to our stay at the Sydney Marriott at Circular Quay next May. We were fortunate that they recategorized the hotel from a Cat. 8 to a Cat. 5, so we are staying where we wanted to stay, but for 30k points less than originally listed. I’m not sure why they knocked it down so far as we have stayed there a few years ago and liked it quite a bit. Happy campers!

Best regards.

Mike

 

[mjm1]

Can someone please advise what best option I should do with my travel cartificate category 8 .

Before 8/18/2018, I made a reservation using my TP certificate for Marriott Circular Quay in Sydney. It is 40K/ night for that hotel stay at that time . Now that hotel is down grade to Category 5 and it is 35k/ night.

My travel package category 8 is currently matching as category 7 in Marriott new system . I would like to know what best option to get some Marriott point refund . Can I able to cancel my hotel booking and asked for the TP certificate to down grade. If so, what is best way to handle. I still need to book 7 days hotel stay for my Sydney trip in 2019.

I contact Marriott, but get no clear answer . And I was told thay can not taken care any attached or re-attach travel certificate until after September 18, 2018.

Please refer to my earlier post as I was in the same situation and wanting to attach the new Cat. 5 certificate to the same hotel. Keep trying until you get someone who knows what they are doing. Frustrating I know. Have them refer to Knowledge Article 6083 in Engage, which is their internal knowledge base. This article number is the new number for the article that another Tugger referred to earlier in this thread.

Bottom line, we downgraded our 5 night Cat. 8 certificate to a Cat. 5,attached it to our reservation at Sydney Marriott Circular Quay and received 30,000 MRP’s back into my account (it appears as +75k and -45k). It took the rep about 5 minutes to complete the transaction. Unfortunately I didn’t ask her for her name.

Best regards.

Mike

 

[kds4]

We now have a 5 night Cat. 5 certificate. Also, the new certificate was given a new expiration date one year from the date of the change. We have attached it to our stay at the Sydney Marriott at Circular Quay next May. We were fortunate that they recategorized the hotel from a Cat. 8 to a Cat. 5, so we are staying where we wanted to stay, but for 30k points less than originally listed. I’m not sure why they knocked it down so far as we have stayed there a few years ago and liked it quite a bit. Happy campers!

Best regards.

Mike

Got it. We were trying to put together an Australia trip for next June/July and just never could get everything to align. So, we are using two of our Category 5 packages for consecutive 5 night stays in London at the Kensington Marriott then in Paris at the Marriott Rive Gauche. Circular Quay was where we had planned to stay for the Sydney leg of our trip (had it come together). Still looking to get down under at some point.

 

[Quilter]

My Cat 6 was downgraded to a 5 and I got back 15K.

 

[kds4]

My Cat 6 was downgraded to a 5 and I got back 15K.

You came out better than I did with an average of 10k MRP back for each Cat 6 I downgraded. The inconsistencies (across the MR board) are definitely a point of frustration.

 

[BigMac]

My Cat 6 was downgraded to a 5 and I got back 15K.

I think you mean your old cat 6 was downgraded to a new cat 4 - not new cat 5

 

[kds4]

I think you mean your old cat 6 was downgraded to a new cat 4 - not new cat 5

I can't speak for Quilter, but my old Category 6 TPs that I downgraded are in my account now as new Category 5 TPs expiring 12/31/19.

 

[dioxide45]

The reason for the refund offer is because two old categories map to the same category in the new system.

Here is the mapping;
Old Cat......New Cat
1-5............1-4
6..............1-4
7...............5
8...............5
9...............6
Tier 1-3........6
Tier 4-5........7

Because someone who would have paid more points for a category 6 certificate in the past is getting the same new certificate as someone who only paid for a 1-5 certificate, they are offering to refund 30K in points. They are only offering this if you have what was an old category 6, 8 or Tier 1-3 certificate. The refund is based on the difference in price between the category certificate you have and the category one step below. For the 7 night packages, this is easy because the difference in price was 30K in points every time. For five night packages, it is different. The price difference between a category 1-5 and 6 was only 15K points and between 8 and 9 it was 30K in points. I don't know how many points were needed for Tier 1-3 five night packages. So if you have a category 6 five night certificate, you should only expect a 15K refund. However if you are downgrading a category 8 five night cert, then you should get the 30K.

It seems the main problem is lack of knowledge and training for the reps at Marriott customer service. Another problem is the obscurity of the five night packages since they were only available to MVC owners.

 

[dioxide45]

I can't speak for Quilter, but my old Category 6 TPs that I downgraded are in my account now as new Category 5 TPs expiring 12/31/19.

It seems that the rep didn't properly downgrade your certificate. Your old category 6 certificate should have mapped to the new 1-4. When you requested the refund for the downgrade, nothing should have changed with the new category, it should have remained as a 1-4 and you be given a refund of 15K in points. The problem is the reps don't know what they are doing because the overall training is poor with the integration. I don't blame the reps, I blame the management in charge and the training program overall.

Of course, I certainly wouldn't complain about their goof up with regard to your certificate "downgrade" it was an upgrade and it seems you got points refunded to boot?

 

[vacationlover2]

What phone number are you calling and which prompts are you hitting to get the certificate downgraded properly

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