Free Night Certificate Failed to Post to Reservation - Need Advice/Help
May 15, 2019, 7:53 am
#1
Original Poster
Join Date: Oct 2017
Posts: 3
Free Night Certificate Failed to Post to Reservation - Need Advice/Help
Hello All--
Recently used a long time collection of Marriott Points to stay in Anaheim and take the family to Disneyland. I had a free night certificate for one night-- and used points for the other 3 nights (and two rooms).
I called Marriott directly to book the stays and specifically asked to use the certificate. I had to call multiple times because it didn’t show the certificate as attached to my reservation and was assured repeatedly over the phone it was properly attached.
I was concerned about it so I brought it up in person when I checked in and was told “it all looked perfect”.
Then when I noticed a week after the stay that the certificate was still unused and my points balance was lower than expected I called again.
I was assured that it was an honest mistake and no fault of my own. A ticket would be opened and would be easily rectified in the next few days.
Today I received the following email response:
When I followed up via email to ask that it be escalated as it seemed unusual and uncharacteristic with my standard Marriott service, I was told it had already been escalated to Program Services Department and nothing else could be done.
Any advice? What do I do at this point? We specifically moved the trip to May (while the kids were still in school) to take advantage of the certificate rather than wait until school was out in June.
Thanks!
Recently used a long time collection of Marriott Points to stay in Anaheim and take the family to Disneyland. I had a free night certificate for one night-- and used points for the other 3 nights (and two rooms).
I called Marriott directly to book the stays and specifically asked to use the certificate. I had to call multiple times because it didn’t show the certificate as attached to my reservation and was assured repeatedly over the phone it was properly attached.
I was concerned about it so I brought it up in person when I checked in and was told “it all looked perfect”.
Then when I noticed a week after the stay that the certificate was still unused and my points balance was lower than expected I called again.
I was assured that it was an honest mistake and no fault of my own. A ticket would be opened and would be easily rectified in the next few days.
Today I received the following email response:
Dear Mr. Hill,
Thank you for reaching out to Marriott Bonvoy with your billing dispute regarding a recent stay at one of our Hotels. I am reaching out to you in follow-up to your request.
We trust you enjoyed your stay at our Fairfield Inn Anaheim Resort. I have been advised by our Program Services Department that this is a past stay. For this reason, the Points have been redeemed by the Hotel and we can no longer refund your Points and redeem a certificate. I regret the inconvenience this may cause. For future reference, changes to Redemption Stays must be made prior to arrival.
Mr. Hill, we appreciate your dedication to the Marriott Bonvoy Loyalty Program. We look forward to hosting you again soon.
Thank you for reaching out to Marriott Bonvoy with your billing dispute regarding a recent stay at one of our Hotels. I am reaching out to you in follow-up to your request.
We trust you enjoyed your stay at our Fairfield Inn Anaheim Resort. I have been advised by our Program Services Department that this is a past stay. For this reason, the Points have been redeemed by the Hotel and we can no longer refund your Points and redeem a certificate. I regret the inconvenience this may cause. For future reference, changes to Redemption Stays must be made prior to arrival.
Mr. Hill, we appreciate your dedication to the Marriott Bonvoy Loyalty Program. We look forward to hosting you again soon.
Any advice? What do I do at this point? We specifically moved the trip to May (while the kids were still in school) to take advantage of the certificate rather than wait until school was out in June.
Thanks!
May 15, 2019, 11:35 am
#2
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,107
Escalate back. Yes, MAR can make the change. It takes a tad more work & I think more of it has to be done by MAR than the property but it can be done. It sounds like the property just doesn't want to muck around w/ it, even though the swapping the points/certs is from the MAR side.
Cheers.
Cheers.
May 15, 2019, 10:11 pm
#3
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
Hello All--
Recently used a long time collection of Marriott Points to stay in Anaheim and take the family to Disneyland. I had a free night certificate for one night-- and used points for the other 3 nights (and two rooms).
I called Marriott directly to book the stays and specifically asked to use the certificate. I had to call multiple times because it didn’t show the certificate as attached to my reservation and was assured repeatedly over the phone it was properly attached.
I was concerned about it so I brought it up in person when I checked in and was told “it all looked perfect”.
Then when I noticed a week after the stay that the certificate was still unused and my points balance was lower than expected I called again.
I was assured that it was an honest mistake and no fault of my own. A ticket would be opened and would be easily rectified in the next few days.
Today I received the following email response:
When I followed up via email to ask that it be escalated as it seemed unusual and uncharacteristic with my standard Marriott service, I was told it had already been escalated to Program Services Department and nothing else could be done.
Any advice? What do I do at this point? We specifically moved the trip to May (while the kids were still in school) to take advantage of the certificate rather than wait until school was out in June.
Thanks!
Recently used a long time collection of Marriott Points to stay in Anaheim and take the family to Disneyland. I had a free night certificate for one night-- and used points for the other 3 nights (and two rooms).
I called Marriott directly to book the stays and specifically asked to use the certificate. I had to call multiple times because it didn’t show the certificate as attached to my reservation and was assured repeatedly over the phone it was properly attached.
I was concerned about it so I brought it up in person when I checked in and was told “it all looked perfect”.
Then when I noticed a week after the stay that the certificate was still unused and my points balance was lower than expected I called again.
I was assured that it was an honest mistake and no fault of my own. A ticket would be opened and would be easily rectified in the next few days.
Today I received the following email response:
When I followed up via email to ask that it be escalated as it seemed unusual and uncharacteristic with my standard Marriott service, I was told it had already been escalated to Program Services Department and nothing else could be done.
Any advice? What do I do at this point? We specifically moved the trip to May (while the kids were still in school) to take advantage of the certificate rather than wait until school was out in June.
Thanks!
If you would like us to look into this issue, please PM us your name, contact way and confirmation information (confirmation number and stay period).
Please let us know if you need further assistance.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
