I booked 2 nights at the JW Mumbai for my parents for next week. When I called to book the award, the agent put the certificate in my fathers name and told me it would be mailed to my parents house. Well, I went off on vacation and came back today and found out that my parents never received the certificate (I ordered it over 2 weeks ago). They are leaving at 6am on Monday morning. I do not have an ecert because the reservation is in my fathers name.

What should my parents do when they arrive at the hotel without a certificate? Can I get the paper certificate just faxed? Will they be asked to pay for the 2 nights at prevailing rate if they dont have the certificate with them even though the reservation is in the system as an award and a certificate has been issued?