I am on an award reservation now. The award was "gifted" to me as part of another member's travel package. The original reservation was November. I called in Oct. and gave the cert. number as well as the Marriott rewards number of the person who gave me the cert. Was told everything was fine. A week before arrival - points deducted. Had to call to get them back only to have them deducted again a day later. I ended up canceling that reservation due to an illness and rescheduled for January.

Again, I called to set everything up to make sure they knew I had a cert. Was told that everything was good and that the cert. and reservation were linked. I also emailed customer service who claimed they called the property where I would be staying and that I would have no problems and everything was noted in the reservation. A few days before my arrival, I get a nasty gram from Marriott saying that I didn't have a cert for this award reservation that to call costumer service to arrange payment. I again called customer service and after being on hold for a ridiculous 20 minutes (I'm Platinum), I spoke to a rep. After talking with him for a half hour, he assured me everything was fine.

Then I arrive at the hotel a only to tell me that I have a message from Marriott customer service asking me how I intend to pay for the room. I have the cert with me and give it to the front desk staff and everything is FINALLY okay.

I feel like I was harassed by Marriott for their mistakes. I spent more than two hours on trying to get this right and was told on 5 occasions that everything was okay only to find out it was not. I will fire off a letter to customer service when I return from my trip. Anyone I should send it to in particular?