Rewards rate become higher after merge
Aug 26, 2018, 12:03 pm
#31
Original Poster
Join Date: Dec 2017
Posts: 25
OK, the not-so-long awaited update!
I called Marriott Rewards today as directed. After being quickly transferred, about 15 minutes in I was connected to the right group. Initially, I was told very matter-of-factly that the rate went up, and since I didn't get a certificate before the merger date, I would have to pay the higher rate. This did not please me. However, instead of getting upset or arguing, I asked the CSR to read back the note on my account. She went through it until she read, "Marriott will update honor the original rate of 180,000 points once the system comes back online." After that, the CSR was very helpful!
Took a while (45 minutes), but eventually they added 20,000 points to my account and ordered the certificate. Bottom line, they honored the rate, but only because I persisted with one CSR and she left a clear note on my account. There does not seem to be a policy to automatically handle these issues. They can credit the account, just make sure you are clear & have an hour to psare. In all, I spent over 2 hours on the phone with Marriott to resolve the issue and have them honor the originally guaranteed rate.
I called Marriott Rewards today as directed. After being quickly transferred, about 15 minutes in I was connected to the right group. Initially, I was told very matter-of-factly that the rate went up, and since I didn't get a certificate before the merger date, I would have to pay the higher rate. This did not please me. However, instead of getting upset or arguing, I asked the CSR to read back the note on my account. She went through it until she read, "Marriott will update honor the original rate of 180,000 points once the system comes back online." After that, the CSR was very helpful!
Took a while (45 minutes), but eventually they added 20,000 points to my account and ordered the certificate. Bottom line, they honored the rate, but only because I persisted with one CSR and she left a clear note on my account. There does not seem to be a policy to automatically handle these issues. They can credit the account, just make sure you are clear & have an hour to psare. In all, I spent over 2 hours on the phone with Marriott to resolve the issue and have them honor the originally guaranteed rate.
Thank you for taking the time to reach out to Marriott Customer Care 0820.
Please accept my apologies for any confusion on your reservation for JW Marriott Cancu Resort & Spa for XXXX confirmation number XXXXXXX. As long as there are no changes to the reservation you will be able to use the same amount of points that was originally quoted for the reservation. At this time there is nothing you would need to do the point certificate will be automatically ordered for you
Safe travels,
Ozell Sterling
Marriott Customer Care
Aug 26, 2018, 12:07 pm
#32
Original Poster
Join Date: Dec 2017
Posts: 25
so we do not need to do anything, just wait and the original points will be deducted 7 days before arrival?
Aug 27, 2018, 12:36 pm
#33
Join Date: May 2007
Location: MDW
Programs: WN CP & A-List Pref, HH Gold, Marriott LT PP
Posts: 708
I think i posted to another thread as well, got CSR response, see below
Thank you for taking the time to reach out to Marriott Customer Care 0820.
Please accept my apologies for any confusion on your reservation for JW Marriott Cancu Resort & Spa for XXXX confirmation number XXXXXXX. As long as there are no changes to the reservation you will be able to use the same amount of points that was originally quoted for the reservation. At this time there is nothing you would need to do the point certificate will be automatically ordered for you
Safe travels,
Ozell Sterling
Marriott Customer Care
Thank you for taking the time to reach out to Marriott Customer Care 0820.
Please accept my apologies for any confusion on your reservation for JW Marriott Cancu Resort & Spa for XXXX confirmation number XXXXXXX. As long as there are no changes to the reservation you will be able to use the same amount of points that was originally quoted for the reservation. At this time there is nothing you would need to do the point certificate will be automatically ordered for you
Safe travels,
Ozell Sterling
Marriott Customer Care
Aug 27, 2018, 10:16 pm
#34
Original Poster
Join Date: Dec 2017
Posts: 25
My stay would be in Dec, I already phoned to CSR, waited for 1 hour, and he helped me to adjust the points. So you should phone CSR to adjust points.
Sep 28, 2018, 2:38 pm
#36
Suspended
Join Date: Oct 2009
Location: Kan@da
Programs: Anything with sweet spots
Posts: 1,790
So you made a bunch of speculative points-advance (ie:booking without enough points) reservations at Marriott higher-end properties that were going to shoot up in award pricing after August 18 (like Domes of Elounda from 45k to 85K), and you expect the pre-Aug18 award pricing to be honored even though no points were substracted from your account upon booking ?
Pretty nice trick if it works!
Pretty nice trick if it works!
Oct 5, 2018, 7:37 am
#37
Join Date: Aug 2011
Location: UK
Programs: BA GGL/CCR, HH Diamond, Marriott Plat
Posts: 78
I booked DOE prior to the award pricing increase and my redemption went from 180,000 to 240,000. No response after two emails (suspect there is a rather large backlog), made one call and was credited the difference in award points within minutes, great customer service.
Nov 25, 2018, 10:55 am
#38
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,140