Originally Posted by E
The last time I used an award certificate, the CS rep took excellent care of us, securing a room in Chicago for the dates and property we wanted, combined it with a paid stay and everything worked out smooth as silk, even making sure the free night certificate was used for the more expensive of the two nights.
Does this mean that you tried to book the award stay yourself unsuccessfully, but then CS made it available to you even though it showed as unavailable otherwise?