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Originally Posted by SightseeMC
(Post 30818809)
Data point. 2 certs, old Cat 5 and old Cat 6, in wife's account.
After months of planning, I called (US #) tonight to convert an old 1-5 to new 1-4, and then attach to a Cat 4 reservation I had just made (with too few points). Rep answered, said she didn't see cert in account and put me on hold. I say OK, but 2 seconds later I can foresee the worst case scenario. Sure enough, ten minutes later she returned to say she has converted my old cert and good news: my wife has an extra 30K points in the account because it was an old Cat 6. So without customer input she picked a cert, converted and attached. I had to tell her that, no, she needs to wait until the customer tells her what is needed, because she picked the wrong certificate. I ask if there's any way to "reconvert" to the old code number, and also say I am certain that it can't be done. She apologizes and puts me on hold again...then comes back to say that she has successfully converted the OTHER certificate as well. I now have no chance of upgrading the old Cat 6 (and surprising my wife with the Sydney Harbor View next year), a second certificate that has an expiration date 4 months sooner than I was planning, and a rage headache. Mad at myself and mad at the rep, though I kept my cool and explained to her that shes going to get a LOT of calls in the next few months about these certificates, and she needs to listen instead of just assuming she knows best. Don't let them put you on hold for any reason. They will undoubtedly screw it up. walk them through every step. Don't get Bonvoyed. |
Originally Posted by crazyhorse
(Post 30778308)
I have been following this thread off and on since August. I need some inputs/validation from the collective knowledge on this thread on what I am about to attempt.
I redeemed for an OC9 (w/ 120K AA miles) TP back in August just a few days before the cut over. I also attached the OC9 Partial Cert to a tentative trip I thought we'd make for spring break (mid-March). This hotel I attached it to was going up to a Cat 7 (60K/night) so it made sense. Fast forward to today and I am now sure we are not making the trip. Here's what I believe I need to do. 1. Call Marriott and detach the certificate. 2. Verify that the OC Cert with the original expiration date of XX Aug 2019 shows up in my account. 3. Cancel the reservation to make sure that points dont get pulled. Question 1 - Is it best to call the US or the UK number to accomplish this? If UK, any preferred timings? Question 2 - How long does the cert take to show up in the account? Immediately? Check in App or website? I'd like to verify that this has been done correctly while I have the rep on the phone. I have an idea on where to use the cert but I'd like to take it one step at a time. I verified that the cert showed up in my app immediately, waited the weekend and then cancelled the original reservation today morning. Thank you all and I guess it helped that I had just the one reservation in my account and just a singe TP cert to worry about. |
Originally Posted by skimthetrees
(Post 30819944)
Yes! The new Marriott meme -- "Don't get Bonvoyed!". Full credit to SightseeMC!
ETA: You've been Bonvoyed! |
Hold
Thanks to the great communications in this thread, especially margarita girl who has been all over this for all of us! today I regret I had to cancel two nice Cat 5 reservations, both with my old OC5s, but the saving grace is they were not lost or Bonvoyed thanks to this thread. Per the many helpful tips: I did what I was told and repeatedly said the word “detach” and “do not cancel”. My rep was having trouble with her system but knew what I was afraid of, and while I was horrified about the hold, I figured all of our MMV anyway, and at least she knew I was worried about losing the certificate in even it’s devalued, but better-than-nothing form. Interestingly, one of the certs repopulated to my account intact. I was very leery and imagine in this thread (I have tried to read all of it over the months but am borderline without a memory so do forget a lot) has had this posted, but on one of the detach and returns, the NC4 didn’t take and it showed as an OC5. Given how how things can go south as soon as you loose a good rep, and how nothing in my experience has ever left me to believe things will go my way, and the OC was going to expire this July anyway, I asked her to stick with me until we figured out how to get that OC converted to a NC. (The other reservation—the one she put me on hold for due to her “system” troubles, “automatically” remapped to a NC. i suspect when she did the second detach, she was learning as she went, and perhaps overlooked something. Bottom line was I kept encouraging and thanking her for her patience, and instead of making her (and ultimately me) feel bad, the end result was both are back in my account, good for another year, and she felt like a winner. Good job margarita girl in helping us all, and all others here. I don’t know what we’d do without this forum, all of our participants... just stellar! |
Originally Posted by olindacat
(Post 30828419)
Good job margarita girl in helping us all, and all others here. I don’t know what we’d do without this forum, all of our participants... just stellar! |
Originally Posted by bluestrudels
(Post 30747692)
I'm holding off as long until I see the CAT changes that is predicted to happen end of the month.. once announced and if I see the properties I want to stay increasing CAT, i'll call to request to extend my certs.. if not, I'll not do anything until later this Sept to call for an extension. Either way, if I have updates, I'll report back..
He clarified this and confirmed with his supervisor, he then proceeded to cancel the cert and order an attached e-cert to apply on my reservation. He mentioned in future if anyone gets an legacy SPG rep, just mention to use the IMS system. It's the only system that the agent can manually modify or attached travel certs on their end. I also called using the contact number via the app on my profile page, no wait time, the number immediately linked me to the "Titianium Elite" Line, whatever that means. So I would encourage folks with elite status to contact through this method to get a more competent rep than the general line. So happy to see this in my account now and knowing that my other 2 certs will get to have another extension into Sep 2020 next year! Such great value! It is also showing that my total rate paid was 45k. I'm assuming this is correct, because the NC 1-4 refund should be 45k points.
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Originally Posted by bluestrudels
(Post 30828764)
Update Everyone: For those that are holding the converted NC certs, I called in today and a very pleasant legacy SPG rep informed me that all certs gets another 1 year extension each.
He clarified this and confirmed with his supervisor, he then proceeded to cancelled the cert and order an attached e-cert to apply on my reservation. He mentioned in future if anyone gets an legacy SPG rep, just mention to use the IMS system. It's the only system that the agent can manually modify or attached travel certs on their end. I also called using the contact number via the app on my profile page, no wait time, the number immediately linked me to the "Titianium Elite" Line, whatever that means. So I would encourage folks with elite status to contact through this method to get a more competent rep than the general line. So happy to see this in my account now and knowing that my other 2 certs will get to have another extension into Sep 2020 next year! [B] Looking forward to our 7 nights at The Athenee Bangkok for the New Year weekend! To sweeten the deal, we got them redeemed before the CAT 5 changes next week! Such great value! It is also showing that my total rate paid was 45k. I'm assuming this is correct, because the NC 1-4 refund should be 45k points. |
45000 points charged?
I have a similar point breakdown for a different cat 4 hotel in Bangkok. Can anyone explain why were we charged 45000 points for redeeming a certificate? my legacy cat 6 certificate was converted to a category 4 certificate and attached to a hotel showing the same breakdown provided here with a charge of 45000 points that I did not expect to have to pay.
Originally Posted by bluestrudels
(Post 30828764)
Update Everyone: For those that are holding the converted NC certs, I called in today and a very pleasant legacy SPG rep informed me that all certs gets another 1 year extension each.
He clarified this and confirmed with his supervisor, he then proceeded to cancel the cert and order an attached e-cert to apply on my reservation. He mentioned in future if anyone gets an legacy SPG rep, just mention to use the IMS system. It's the only system that the agent can manually modify or attached travel certs on their end. I also called using the contact number via the app on my profile page, no wait time, the number immediately linked me to the "Titianium Elite" Line, whatever that means. So I would encourage folks with elite status to contact through this method to get a more competent rep than the general line. So happy to see this in my account now and knowing that my other 2 certs will get to have another extension into Sep 2020 next year! [B] Looking forward to our 7 nights at The Athenee Bangkok for the New Year weekend! To sweeten the deal, we got them redeemed before the CAT 5 changes next week! Such great value! It is also showing that my total rate paid was 45k. I'm assuming this is correct, because the NC 1-4 refund should be 45k points. |
45000 points charged?
I have a similar point breakdown for a different cat 4 hotel in Bangkok. Can anyone explain why were we charged 45000 points for redeeming a certificate? my legacy cat 6 certificate was converted to a category 4 certificate and attached to a hotel showing the same breakdown provided here with a charge of 45000 points that I did not expect to have to pay.
Originally Posted by bluestrudels
(Post 30828764)
Update Everyone: For those that are holding the converted NC certs, I called in today and a very pleasant legacy SPG rep informed me that all certs gets another 1 year extension each.
He clarified this and confirmed with his supervisor, he then proceeded to cancel the cert and order an attached e-cert to apply on my reservation. He mentioned in future if anyone gets an legacy SPG rep, just mention to use the IMS system. It's the only system that the agent can manually modify or attached travel certs on their end. I also called using the contact number via the app on my profile page, no wait time, the number immediately linked me to the "Titianium Elite" Line, whatever that means. So I would encourage folks with elite status to contact through this method to get a more competent rep than the general line. So happy to see this in my account now and knowing that my other 2 certs will get to have another extension into Sep 2020 next year! [B] Looking forward to our 7 nights at The Athenee Bangkok for the New Year weekend! To sweeten the deal, we got them redeemed before the CAT 5 changes next week! Such great value! It is also showing that my total rate paid was 45k. I'm assuming this is correct, because the NC 1-4 refund should be 45k points. |
Originally Posted by Amitbe11
(Post 30833488)
I have a similar point breakdown for a different cat 4 hotel in Bangkok. Can anyone explain why were we charged 45000 points for redeeming a certificate? my legacy cat 6 certificate was converted to a category 4 certificate and attached to a hotel showing the same breakdown provided here with a charge of 45000 points that I did not expect to have to pay. |
Originally Posted by tth6133
(Post 30833511)
You shouldn't be CHARGED another 45k for attaching your certificate. Instead, you should have RECEIVED 30k for converting your legacy cat 6 certificate to the new cat 4 certificate.
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Originally Posted by Amitbe11
(Post 30833537)
the same breakdown as shown few chats below on this thread. I called Marriott, , few times, agents did not provide any useful insights: it seems like a repeated issue for many: this is my breakdown from few days ago after redeeming 7 nights cat 6 legacy cert that was converted to the new cat 4
It is NOT a repeat issue. This is how it should show on your reservation,. It is your problem that you dont understand how things are displayed. For once, Marriott actually is correct and you are not. The 45K IS the value of your cert that attached to your reservation, You are NOT charged for anything extra. Besides, do you actually see your point balance gone down by 45K? Or you just interpret the 45K being a charge to you?' Did you read the Wiki on how many points of a partial cert residual value is? And that is what should show on your reservation. These have been explained probably 50 or more times since Aug last year and even right on this thread, on how the partial cert would show, and actually can be used as a PROOF that the reservation has had a NC4 correctly attached. Read back if you are still not understanding it. |
Originally Posted by Happy
(Post 30833796)
It is NOT a repeat issue. This is how it should show on your reservation,.
It is your problem that you dont understand how things are displayed. For once, Marriott actually is correct and you are not. The 45K IS the value of your cert that attached to your reservation, You are NOT charged for anything extra. These have been explained probably 50 or more times since Aug last year and even right on this thread, on how the partial cert would show, and actually can be used as a PROOF that the reservation has had a NC4 correctly attached. Read back if you are still not understanding it. thanks for your reply. My account is definitely charged with 45000 points in this transaction. The activity clearly show a deduction of 45000 points . I now attach a screenshot as well. https://cimg7.ibsrv.net/gimg/www.fly...5a00532deb.png |
Originally Posted by Happy
(Post 30833796)
It is NOT a repeat issue. This is how it should show on your reservation,.
It is your problem that you dont understand how things are displayed. For once, Marriott actually is correct and you are not. The 45K IS the value of your cert that attached to your reservation, You are NOT charged for anything extra. Besides, do you actually see your point balance gone down by 45K? Or you just interpret the 45K being a charge to you?' Did you read the Wiki on how many points of a partial cert residual value is? And that is what should show on your reservation. These have been explained probably 50 or more times since Aug last year and even right on this thread, on how the partial cert would show, and actually can be used as a PROOF that the reservation has had a NC4 correctly attached. Read back if you are still not understanding it. https://cimg2.ibsrv.net/gimg/www.fly...aa8d9e0217.png |
Originally Posted by Amitbe11
(Post 30833834)
Here is the actual deduction of 45000 points screen shot attached. It’s not just a presentation :) my balance went down 45000 points. Step 2 -If you can't find it, look for an OC5 in your account since you might have won the lottery and kept the OC as well as being basically gifted the NC. Step 3 - Call Marriott and get your 45k refund double-checked |
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