The help the MVCI Owner Advisors provided was in understanding the system -- you (or your parents) have to claim the award yourselves through the Marriott Rewards system. I don't recall whether you can do it on-line; doing it on the phone makes the most sense, to make sure all the pieces fit into place. The OAs don't handle room upgrades either, as far as I know. In my experience, that's an on-property thing.