Marriott confusion/incompetence
 

Just spent most of the afternoon on the phone with Marriott. To recap, I had 4 TP certs at the beginning of Aug (3 OC1-5, and 1 OC7). I applied one of the cat 1-5 certs to a reservation (JW Phu Quoc) before Aug 18 and left the other 3 in my account. I made a new reservation for AC Malaga today and called Marriott to attach a cert. I spent over an hour on the phone but finally got it done. After I hung up, I checked my account. Still 3 certs there. AC reservation shows it has a cert attached, but JW does not! Agent detached the cert from JW and transferred it to AC.

Called back. After 30 mins on the phone with 2nd agent, most of it on hold, I get transferred to another agent who has no idea what is going on. However, the 2nd agent managed to detach the cert from AC, so I now have 4 certs in my account.

I start over with 3rd agent. An hour later the 3rd agent claims that he has attached 2 of the certs to my AC and JW reservations, and it appears they have been. Both reservations say this:

After all that wasted time, I ask the agent for points as a goodwill gesture. Not a chance.

Oh, there are still 3 certs left in my account. I give up!

Well if their incompetence ends up with you getting an extra 7 nights free - so be it :D
OTOH I do understand that you are (rightly) worried that they have screwed up in a way that will harm u :(

After overnight processing you will likely see the correct number of how many certs you still have. The movement of the certs have not been real time since a few months ago. My guess is the detachment of the cert from JW and the reapplication, as well as the cert attached to AC, have NOT been updated in your account until after overnight processing or even after the weekend.

The main part is the JW has gone up in category so hopefully the cert being removed and then reattached would not affect the status of the booking. You may want to closely monitor that reservation.

Did you receive NEW reservation confirmation emails to confirm the certs have attached? It always generates a NEW reservation confirmation email whenever pts / cert are ordered and attached to the reservation. I would make sure that,

Definitely worth 10K goodwill pts. You need a supervisor to handle that though as front line agents dont have the authority I believe.

Personally I would call the international centers (UK and Asia/Australia) instead. Someone has reported a painless experience with UK center yesterday or day before that. Short hold, easily done.

OTOH. another person reported that the North America agent took 45K from his account when he did a plain conversion of the OC5 to NC4. This makes me thinking that I need to deplete the balance in my Marriott account to well below 45K so to prevent agent error!

I would also avoid doing stuff on Friday and Weekends. Because if anything screwed up, it is harder to get a supervisor to go over the stuff. Last time when something screwed up on Sunday, (and was hung up on), I told the next agent please make sure to get me a supervisor to handle this as I dont think it makes sense for me to repeat the whole saga to you and then you would still need a supervisor to handle it. Took a long wait but were able to get a supervisor who without me asking, depositing goodwill pts to the account. Though it took me multiple refreshes to see the addition reflected in the balance while we were still on the phone.

The answer of your first question is in the Wiki and is not 240K. Partial TP cert value is not the same value as point per day multiple by 6. It is called Partial because you have already used the bulk of it for your airline miles.

The answer of your second question is, it can be done but requires good agent / supervisor to be willing to move the points into your account. Would need HUCA to eventually get it done.

After I made several calls with Marriott, I found it is the best not to call before 9/18 just in order not to waste my precious time.

I have a cert attached to a reservation, but there's another TP question I've long wondered about (and please forgive me if this was mentioned in the previous thread--I searched the thread and didn't see this mentioned, but I could easily have missed it amid the 438 pages). Has anyone been able to buy a partial cert (without purchasing the air miles portion)? Is that even permitted? Just curious what DPs (if any) are out there on that pre- or post-merge. TIA

what is the code for the old 5 night TP cat 6 and what is the code post 08/18? Also, I have an old 5 night cat 5 that has obviously converted. What is the old code and what is the new code? I can't figure it out from the previous posts.

Hi,
I have very basic question about the Travel Packages: I have read this and the previous thread, but haven't been able to find a precise answer: What is the actual process for booking a hotel with a TP? I got a Tier 1-3 TP prior to August 18th and got a confirmation email for it at the time.

My idea was to use it for an SPG property: I am aware I should wait til Sept. 18th but decided to give it a try:

1. First call: Marriott Agent says that to book a SPG property I need to talk to them: Got transfer to SPG: agent had no clue about the TP, said I should talk directly to the hotel (Even give me phone number. Haven't call yet).
2. Second call: Agent says that it is not possible to book rewards booking over the phone. Only online (?)

Just to add that the SPG property I am looking at doesn't have SPG Free nights available for the 7-days I am looking at, but it does display the following message: If the lowest standard rate is available and SPG Free Nights are not, please contact us to redeem your Free Night Awards (It does have lowest standard rate avail.)

What was the TP booking process like prior Aug. 18th? Any suggestions for the new TP scenario?

My nightmare continues
 

Overnight, Marriott took 45K pts from my account. I called this morning and agent said she could see what happened and redeposited 45K pts in my account (has not happened yet). I then asked for goodwill points for all the time this has taken and she said she could not offer me more than 5000 pts so I asked to be escalated to a supervisor. I was on hold for exactly 30 mins waiting to speak to a supervisor (Angela) who then proceeded to tell me that the AC Malaga required an extra 45K pts under the new program. ...! There was no reasoning with her. So I asked to speak to another supervisor. She then hung up on me.

If you get Angela, HUCA!

Also, there were still 3 certs in my account this morning, but after speaking with the first agent who said she could see what the problem was, one of the certs was removed, so I now have 2 which is correct.

WOW!

And Angela is supposed to be setting the example as a supervisor.

I called one more time and spoke to a very nice agent called Sherry. She apologized and said the 45K pts had been refunded to my account (even though I can't see it yet). She also said she was empowered to give out up to 10K pts (that she said would show up under "frustration" LOL) so I accepted as I didn't want to go through what I just went through with Angela again. Hopefully by tomorrow everything will be posted and correct.

Edit: No activity showing in my account, but my points balance has gone up by 55K points. So fingers crossed that everything stays good! ^