Nice! I keep calling the US line and they ask a supervisor who say it cannot be upgraded anymore. My phone plan does not support calling UK numbers unfortunately, unless anyone has any ideas to get around this?

Thanks for the reply. I checked your post and I understand that I need to call the UK number/call center in the wiki in order to "convert" my OC to a higher NC but I don't have international calling. I've been denied the "conversion" when I called the US numbers, where they specifically mention upgrade.

Extend for old travel package
 

Here is my DP:

• One of my old 7-night travel package C 1-5 expired and has been already extended once;
• I called customer service to extend it again and attached to a reservation in 2020 Jan;
• Seems they failed to do so and I called again;
• This time they delete my old once and assign me another once named Partial package - 7 nights Category 1-4 - 45000 points (Yes, 45000 point), and attached the new certificate to the reservation.

My question is if I canceled the reservation, will they return the certificate in my account?

Thank-you margarita girl. That was really helpful advice. I ended up calling Marriott Rewards UK, but their office doesn't open until 9am, so I'll be calling shortly!

I will try to "convert" my OC5 to an NC6... as per the wiki.

Just wanted to share my datapoint. I have a reservation in December for a New CAT 5. It's going up to a Cat 6 in two weeks. I called the UK office and asked to convert the certificate to be able to attach. Long wait... rep tried to attach the OC5. Came back and said he can't attach the certitficate because it will be expired... which is true... it expires in July... but that's not why it won't attach.

So I repeated "would it be possible to CONVERT the 830T certificate to a Category QP91, I'll pay the extra 60K to convert it.

LONG HOLD.

Rep came back online to confirm that I wanted to cancel and convert and TOLD ME that it would cost 60k more points... which I told him already. But hey, he's just confirming. Asked for my confirmation. I said... (with relief in my voice), Yes please, I have no issue with that! I thought it was all set now!

It seems that this rep was a little clueless and wasn't paying attention to what I was asking, but he then comes back and says I don't have enough points... as I only have 32k points. I told him... but I just had 242,000 points 1 hour ago!!! I realize what happened is that 210,000 points were posted to the reservation. So, I said that it looks like the points were added to the reservation... so those POINTS need to be removed from the reservation.

What i SHOULD have said is that the e-certificate needs to be removed... Anyhow, REP thought that cancelling the reservation would add the points back. I told him... I don't want to lose the dates, can't he just remove the points from the reservation. Well, he cancelled the reservation and then POOF... only 45,000 points are added back to the account.... not 210,000. So, now I'm MISSING 165,000 points! I said... WHOA! What happened?

Now I'm getting sick to my stomach thinking I've LOST 165,000 points... and I didn't even get an NC5 certificate out of it.

LONG HOLD.

He finally comes back and says he was able to do it... and I should see the points. I check out and it still says 77,000 points... it should be 182,000 + NC5 cert. I quickly checked the App... it's accurate... so I stop worrying.

At THAT point, the rep says... okay, so you just need to earn another 28,000 so we can attach the certificate... I'm thinking to myself... What is he talking about? Anyhow, I thank him for his time... I can SEE the new certticiate and I can see the points balance is at 182,000 points.... so I don't worry.

Hang-up, and call right back. I ask her to attach the certificate to the reservation. She says sure no problem... tells me it will be MAX 5 minutes, please hold. COmes back in 60 seconds... says it's done. I ask her to verify my points balance and she says it's 182,000. IN THE END, I got it done, but it wasn't easy... this thread helped. But I learned two valuable lessons...

1. if you think the rep doesn't really understand what you're saying... HUCA. It's not worth the anxiety and stress and TIME wasted.
2. Make sure you DO NOT have enough points to make the reservation with points. Make a dummy reservation you can cancel later. If you don't have enough points, the points won't be added to any reservation.
3. Try to focus on the certificates, not on a specific reservation.
4. DETACH, DETACH, DETACH... CANCEL and UPGRADE are your two STOP words.

THANK YOU THANK YOU THANK YOU to all of those doing the legwork on this. It's super helpful and one less thing to stress about.

Agree to change another Rep if you think the existing one can't handle your request - I have plenty of experience to prove that...

Most US reps are completely clueless about conversion of, or even attaching, TP certificate. Agents in UK, even China, seem to be more competent.

Yes! In this case it was a happy ending... except for my wife wondering why I was up at 3am on the phone. lol. All is well that ends well, though.

I do have a related question, though. If I need to change the dates ( before the hotel goes up ), what's the procedure in that case?

I assume:
1) Detach the NC5 Certificate
2) Change the hotel dates
3) Re-attach the Certificate

Or... even better
1) Make a second reservation ( assuming availability is okay )
2) Ask Rep to move certificate from one stay to the other

I had agent screwed up this simple procedure last year. She cancelled my reservation AND the certificate (AND not even returning the point value of the certificate to my account). She then took another certificate from my account and attached to the new reservation. I lost a TP certficate as a result and it took more than 2 months to resolve the issue.

The first method.

There is no such thing of "move the cert" - they detach the cert and then reapply the cert.

You have already learned - the cert should be DETACHED first, so you eliminate the chance allowing the rep messes up your cert.

Always make a CLEAN BREAK between the Cert and the existing reservation.

ONLY after that, then you touch the original reservation whether change the dates online yourself or have the agent do it BEFORE you attach the cert back again.

In my efforts of HUCAing the UK line to "convert" (upgrade) my certificate, they ended up converting my OC6 to a NC4. However, it seems they gave me an additional 30k points somehow. I understand that OC6 -> NC4 would result in a 30k refund, but I received 60k points + the converted NC4 certificate. Although I wasn't able to upgrade the certificate, I'll take the extra 30k points as a consolation prize.

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.

Yes! The new Marriott meme -- "Don't get Bonvoyed!". Full credit to SightseeMC!

ETA: You've been Bonvoyed!