Same thing happened to me yesterday morning for an upcoming Euro Hopper stay at RCC at the end of August, even though back in March I booked it directly with Plat Guest Services and they said the paper certificates were noted. So yesterday morning after receiving a new email informing me of my upcoming award stay, I went out to marriott.com and checked my balance. Sure enough 80,000 points deducted from my account. I then called Plat Guest Services and had them redeposit the points and fix the reservation I had them do the same for my Paris CE res which immediately follows the RCC stay. So everything was good to go. NOT!

Later yesterday afternoon I received another new email for my upcoming Euro Hopper Paris CE stay. I checked my account again and had 160000 points deducted for the stay I had just confirmed with Plat Guest Services in the morning. The PLat CSR fixed the res again and redeposited the points. At the end of my call, the Plat Guest Services CSR asked if I would be willing to do a short survey... I said sure.

I did the survey and gave low ratings (3 out of 9). At the end of the survey when asked to record a message, I made sure to tell them that the low ratings had nothing to do with the CSR (who was very helpful), but was for their failed IT program that can't keep track of simple award reservations.

Not that anything I say will make any difference in the way Marriott IT doesn't do their job. If it wasn't so sad it would be hilarious... I have been complaining about their slacker IT department and lack of testing ever since they did their major IT web site and reservations software downgrade back in August 2008. LOL, somethings just do not change. At least Marriott IT is living down to their reputation. Now a lot of things on their web site work, but this one has been a PITA for 2 years now.