Overlapping reservations

[Quilter]

Marriott really shouldn’t penalize customer loyalty by cancelling the benefits of one reservation when there are overlapping days.

We had 2 weeks at Grande Ocean. During the weekends we scheduled a day in another unit for our daughters family. The first weekend wasn’t an issue because the 2 weeks was under DH’s bonvoy # and daughters reservation was under my bonvoy #. The asst. GM made the reservation for our daughters family under DH’s #.

Later when I was checking accounts I saw we didn’t get credit for the 2 weeks. It was determined that the one night in the other room posted first and therefore knocked out credit for 2 weeks. Bonvoy later gave us credit for the 2 weeks so DH could get the 14 nights. However we lost 5000+ points for the single night stay.

Stinks.

Has anyone had Bonvoy post the points when paying $ for a second room?

 

[DanCali]

It doesn't really matter how you pay for the room.

They will not count overlapping stays at the same resort (but they do count them if they are at different resorts in different locations... - go figure).

 

[claraj]

Wondering if this is a similar scenario - what if you are trying to book 2 weeks somewhere using exchanges and you can't get the dates to exactly line up perfectly and end up with an overlapping night? Is it not an issue if they keep you in the same villa?

 

[ljmiii]

Has anyone had Bonvoy post the points when paying $ for a second room?

Not since the beginning of 2024 when they changed the policy. You can see threads on the issue on TUG...and LOTS of negative feedback on the various FB groups and travel websites like flyertalk.

Marriott has said loud and clear that they want their best customers to try other hotel brands instead of booking a Marriott. It's taken a couple months of disbelief but yes, we and many many others now always stay elsewhere when there is the slightest chance of overlap.

 

[ljmiii]

Wondering if this is a similar scenario - what if you are trying to book 2 weeks somewhere using exchanges and you can't get the dates to exactly line up perfectly and end up with an overlapping night? Is it not an issue if they keep you in the same villa?

Marriott won't give points or ENCs for one stay or the other. In the beginning of 2024 you could usually talk the CSR into doing the right thing...(or HUCA with the same result)...but not lately.

On the other hand, if you don't want to give up the exchanges and do want the points/ENCs you can always try to keep calling back and getting a less well trained CSR. It's not as if it costs anything besides your time.

 

[Dean]

Marriott really shouldn’t penalize customer loyalty by cancelling the benefits of one reservation when there are overlapping days.

We had 2 weeks at Grande Ocean. During the weekends we scheduled a day in another unit for our daughters family. The first weekend wasn’t an issue because the 2 weeks was under DH’s bonvoy # and daughters reservation was under my bonvoy #. The asst. GM made the reservation for our daughters family under DH’s #.

Later when I was checking accounts I saw we didn’t get credit for the 2 weeks. It was determined that the one night in the other room posted first and therefore knocked out credit for 2 weeks. Bonvoy later gave us credit for the 2 weeks so DH could get the 14 nights. However we lost 5000+ points for the single night stay.

Stinks.

Has anyone had Bonvoy post the points when paying $ for a second room?

I think the issue is the member is supposed to actually be staying in the unit to get credit and obviously one cannot be in 2 units at one time. IMO the issue is a big more complicated when one has overlapping reservations one is actually staying in such as exchanges that overlap or one is arriving late for a reservation but stays overnight in a hotel. I can see not getting 2 credits for the same night but feel one should get credit for all nights that are not overlapping if one is actually using the unit in question.

 

[ljmiii]

I think the issue is the member is supposed to actually be staying in the unit to get credit and obviously one cannot be in 2 units at one time. IMO the issue is a big more complicated when one has overlapping reservations one is actually staying in such as exchanges that overlap or one is arriving late for a reservation but stays overnight in a hotel. I can see not getting 2 credits for the same night but feel one should get credit for all nights that are not overlapping if one is actually using the unit in question.

Which is exactly how it used to work. If there was an issue you could call and pretty much always the CSR would do the right thing. You could tell them, "Yes I know it was theoretically the same day...but the first night was in Japan and the second in the US. I crossed the date line." Or "I needed the room in NYC until late in the evening and in London early in the morning." Or "Yes, in the midst of my month long stay in Peoria I needed to stay a couple of nights in Chicago." Or whatever.

And Marriott's answer was never, "We won't give you points/ENCs for your entire stay in Japan (or NYC or Peoria) because of the overlapping night. You have to choose one or the other." But that's where we are now.

 

[Superchief]

I can understand not giving two credits for the one overlapping night, but they are not giving any credit for the full stay. I had this issue recently and they withheld my 15 nights credit because I stayed one night at the hotel on the last night of my timeshare stay. I can avoid this in the future by staying that night at another chain, but overlapping timeshare stays will be a huge problem. We often book back to back weeks and sometimes overlap one night so we can stay in our villa.

 

[dougp26364]

It doesn't really matter how you pay for the room.

They will not count overlapping stays at the same resort (but they do count them if they are at different resorts in different locations... - go figure).

Actually, they won’t count overlapping stays at different resorts. I just had to fight with them because our flight was delayed and we had to spend a night in Washington DC before continuing on to our stay at Crystal Shores. They wanted to give me credit for the 1 night in Washington and deny me the 7 nights for the Crystal Shores reservation.
I’ve booked a few overlapping stays when we’ve had an early morning flight and I wanted to be near the airport. From now on we’ll book something other than Marriott. Fighting over a night……..or 7 when I’ve paid for ALL of them seems like a good way to tick off your loyalty base.

 

[dougp26364]

I think the issue is the member is supposed to actually be staying in the unit to get credit and obviously one cannot be in 2 units at one time. IMO the issue is a big more complicated when one has overlapping reservations one is actually staying in such as exchanges that overlap or one is arriving late for a reservation but stays overnight in a hotel. I can see not getting 2 credits for the same night but feel one should get credit for all nights that are not overlapping if one is actually using the unit in question.

Sure you can. If you stay past the check out time in one so you’re not homeless for several hours, you can have an overlapping stay where your in two different resorts on the same day. This is what happens when I book a hotel night to be near the airport for an early morning flight home.

 

[DanCali]

Actually, they won’t count overlapping stays at different resorts. I just had to fight with them because our flight was delayed and we had to spend a night in Washington DC before continuing on to our stay at Crystal Shores. They wanted to give me credit for the 1 night in Washington and deny me the 7 nights for the Crystal Shores reservation.
I’ve booked a few overlapping stays when we’ve had an early morning flight and I wanted to be near the airport. From now on we’ll book something other than Marriott. Fighting over a night……..or 7 when I’ve paid for ALL of them seems like a good way to tick off your loyalty base.

Good to know!

I'm pretty sure I had an overlapping stay credited in the past with different resorts, but the policy might have changed since then (or maybe I just got lucky)

 

[dougp26364]

Good to know!

I'm pretty sure I had an overlapping stay credited in the past with different resorts, but the policy might have changed since then (or maybe I just got lucky)

It’s been a recent change. Prior to our issue we had never had an issue. What ticked me off was I had to argue I should get credit for the 7 night stay instead of the 1 night stay. You’d at least think they’d give you the greater of the two, but the default appears to be the shorter stay.

 

[Quilter]

Bonvoy told us we could choose credit for 14 nights OR the 1 night. Of course we chose the 14 nights. I have to check that the nights were actually credited.

What I’m peeved about is that I spent $233 for the night and lost credit card points. 2330 + 50%. I’ve emailed the Assistant GM that made the reservation for me to ask if I could have avoided this by charging the reservation as a room charge. I’m waiting for a response.

 

[Dean]

It’s been a recent change. Prior to our issue we had never had an issue. What ticked me off was I had to argue I should get credit for the 7 night stay instead of the 1 night stay. You’d at least think they’d give you the greater of the two, but the default appears to be the shorter stay.

I had similar issues within the last year. Last summer we got a room for one of our family for one night that overlapped our 7 night stay. Credited for 1 night and not the 7. I put in the request and after several attempts, called. That's how I found out what the issue actually was. The agent put in a request to take away the 1 night and credit the 7 which did happen and fortunately actually was credited to this year given the timing. I also just had a similar issue this month where we got a 3 night stay for a family member that overlapped one of our HI weeks. I was watching and when I saw it hadn't been credited and I've given it the requisite 10 days, I emailed them and specifically stated that I hadn't gotten credit and the I should at least get credit for all unique nights but as an absolute minimum, the 7 night stay. I never got a response but did get credit for the 7 night stay.

 

[Dean]

I just checked and I actually received credit for all 10 nights even though there were 2 overlapping days.

 

[dioxide45]

Here's Doug's thread on the same issue. Due to his post we made sure when we had to reserve a single night that overlapped a week long stay in Hawaii, we made sure one was in my name and the other in my wife's name. It seems like Bonvoy is searching for coins in the couch cushions to save a little bit of money. It is almost like they incentivize the reps that work missing stay requests to deny as many ENCs as possible.

 

[tschwa2]

Bonvoy told us we could choose credit for 14 nights OR the 1 night. Of course we chose the 14 nights. I have to check that the nights were actually credited.

What I’m peeved about is that I spent $233 for the night and lost credit card points. 2330 + 50%. I’ve emailed the Assistant GM that made the reservation for me to ask if I could have avoided this by charging the reservation as a room charge. I’m waiting for a response.

I thought you should be able to get the points spend for up to 3 units but the elite nights for only one. I looked up the T&C and actually Marriott changed that about a year and a half ago and that only applies if the check in and the check out dates are the same as the one you are actually getting credit for staying in.

 

[dougp26364]

We just had a situation where we checked out of one resort on the morning of the 25th and into the next resort the evening of the 25th. Im going to be keeping a close eye to see that I get every night credited and not just half.

 

[Superchief]

Another problem with this policy is that I had to give up the points I earned for the one night stay (about 2400 points) in order to receive the 15 nights for my timeshare stay. I seldom charge much at a timeshare so receive primarily the 1000 titanium bonus. I need the night credits to get my suite nights and free night certificates.

 

[dougp26364]

Another problem with this policy is that I had to give up the points I earned for the one night stay (about 2400 points) in order to receive the 15 nights for my timeshare stay. I seldom charge much at a timeshare so receive primarily the 1000 titanium bonus. I need the night credits to get my suite nights and free night certificates.

I’m not any big fan of class action lawsuits, but Marriott is just stealing from its membership without remorse. Eventually they’ll tick off a big enough fish by cheating them out of several thousand points and it will be on

 

[Quilter]

Another problem with this policy is that I had to give up the points I earned for the one night stay (about 2400 points) in order to receive the 15 nights for my timeshare stay. I seldom charge much at a timeshare so receive primarily the 1000 titanium bonus. I need the night credits to get my suite nights and free night certificates.

That’s what happened to us. We lost 3495 points