Sep 3, 2019, 10:48 am
Last edit by: margarita girl
FAQ from Jan 19/22 email from Marriott:
No. Due to varying factors such as low volume in demand, we are no longer selling Travel Package Awards as of January 19, 2022.
Q: What happens to the Travel Package Award I already have in my Account?
If you have a Travel Package Award attached to an existing Reservation, rest assured, we will be honoring your stay and no additional action is required.
Please Note:
The airline miles portion of the Travel Package Award was deposited to you at the time of purchase of the Travel Package Award and, therefore, will not be refunded.
Q: What happens if I need to modify or cancel my Travel Package Award redemption Reservation after March 2, 2022?
If you modify or cancel a Redemption Reservation that has a Travel Package Award attached to it after March 2, 2022, you must contact Member Support to cancel the Travel Package Award, after which you will receive a full Marriott Bonvoy® Point refund for the Hotel portion of the Award. Please visit https://www.marriott.com/help/loyalt...mer-support.mi to find the appropriate Member Support phone number based on your geographic location.
Q: How many Points will I be refunded?
Members will receive a full Marriott Bonvoy® Points refund for the Hotel portion of the Travel Package Award. The refund will be based on the current Points redemption category levels and will equal the sum of the Peak Points Redemption Rate per each Night of the Travel Package Award, at the highest category for which the Award was eligible. The airline miles portion of the Travel Package Award was deposited to you at the time of purchase of the Travel Package Award and, therefore, will not be refunded.
Can I Still Order Travel Package Awards?
Information on Marriott Bonvoy® Travel Packages
No. Due to varying factors such as low volume in demand, we are no longer selling Travel Package Awards as of January 19, 2022.
Q: What happens to the Travel Package Award I already have in my Account?
If you have a Travel Package Award attached to an existing Reservation, rest assured, we will be honoring your stay and no additional action is required.
Please Note:
The airline miles portion of the Travel Package Award was deposited to you at the time of purchase of the Travel Package Award and, therefore, will not be refunded.
Q: What happens if I need to modify or cancel my Travel Package Award redemption Reservation after March 2, 2022?
If you modify or cancel a Redemption Reservation that has a Travel Package Award attached to it after March 2, 2022, you must contact Member Support to cancel the Travel Package Award, after which you will receive a full Marriott Bonvoy® Point refund for the Hotel portion of the Award. Please visit https://www.marriott.com/help/loyalt...mer-support.mi to find the appropriate Member Support phone number based on your geographic location.
Q: How many Points will I be refunded?
Members will receive a full Marriott Bonvoy® Points refund for the Hotel portion of the Travel Package Award. The refund will be based on the current Points redemption category levels and will equal the sum of the Peak Points Redemption Rate per each Night of the Travel Package Award, at the highest category for which the Award was eligible. The airline miles portion of the Travel Package Award was deposited to you at the time of purchase of the Travel Package Award and, therefore, will not be refunded.
Marriott Travel Packages [** Discontinued Jan 19, 2022 **]
Mar 29, 2020, 6:15 pm
#451
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,082
i dont understand why you even trust clueless bonvoy agents at this point. they were terrible before COVID and even worse after. they have no idea whats happening. since youre at home, i encourage you to go read all the super informative posts above yours since FT members are much smarter than bonvoy agents. the marriott PR was very clear on this issue.
also, here are some doc posts with useful comments:
Marriott To Extend Free Night Certificates Until January 31st, 2021
Marriott Announces COVID-19 Response: Cancellation Policy, Award Certificates Extended & More
also, here are some doc posts with useful comments:
Marriott To Extend Free Night Certificates Until January 31st, 2021
Marriott Announces COVID-19 Response: Cancellation Policy, Award Certificates Extended & More
https://help.marriott.com/s/article/Article-24119
Mar 30, 2020, 7:32 pm
#452
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,754
I called in to cancel a reservation with a 7-night Cat 4 voucher attached due to COVID-19. The voucher was supposed to expire last year but Marriott extended it out a year and is now expected to expire June 2020. I was hoping Marriott would push out the date to 2021 as was the case with my AMEX free night certs but they were unwilling to budge because of previous extension.
My belief is, as long as a cert is ACTIVE, i.e. stay in your account and not being attached to a reservation - would be automatically extended by system sweep finished by end of April. How the system handles the sweep would be anybody's guess, batch-process may be the most logical approach. Hence it is to our benefit to make sure the certs are in our accounts, take screen shots, then hope for Marriott's system will produce the outcome as we are being told.
There is no reason to ask the agent to manually extend your cert.
Mar 31, 2020, 7:00 am
#453
Join Date: May 1998
Posts: 6,790
I called in to cancel a reservation with a 7-night Cat 4 voucher attached due to COVID-19. The voucher was supposed to expire last year but Marriott extended it out a year and is now expected to expire June 2020. I was hoping Marriott would push out the date to 2021 as was the case with my AMEX free night certs but they were unwilling to budge because of previous extension.
Apr 2, 2020, 10:12 pm
#454
Join Date: Jul 2016
Location: ORD
Programs: Hyatt Globalist, IHG Platinum, Bonvoy Platinum, Hilton Gold - cheapass economy flyer!
Posts: 241
The system will automatically extend certs - I dont believe the system would look at whether the cert is extended once in the past - that would be way too much work to do trying to differentiate such.
My belief is, as long as a cert is ACTIVE, i.e. stay in your account and not being attached to a reservation - would be automatically extended by system sweep finished by end of April. How the system handles the sweep would be anybody's guess, batch-process may be the most logical approach. Hence it is to our benefit to make sure the certs are in our accounts, take screen shots, then hope for Marriott's system will produce the outcome as we are being told.
There is no reason to ask the agent to manually extend your cert.
My belief is, as long as a cert is ACTIVE, i.e. stay in your account and not being attached to a reservation - would be automatically extended by system sweep finished by end of April. How the system handles the sweep would be anybody's guess, batch-process may be the most logical approach. Hence it is to our benefit to make sure the certs are in our accounts, take screen shots, then hope for Marriott's system will produce the outcome as we are being told.
There is no reason to ask the agent to manually extend your cert.
Apr 4, 2020, 12:33 am
#455
Join Date: Jul 2016
Location: ORD
Programs: Hyatt Globalist, IHG Platinum, Bonvoy Platinum, Hilton Gold - cheapass economy flyer!
Posts: 241
we had a 7 night cat 1-4 package booked at a former cat 4… Now a cat 5. We called again to Marriott rewards, had to do something, stay is supposed to begin in a week. Here's what happened:
They told us that because of system and software limitations they couldn't change the date on the reservation. The system would only let us cancel. But... They suggested we call the hotel directly, they could manually change the dates without detaching the certificate.
So we did, the hotel was happy to do it, the change of dates was instantaneous and immediately appeared in the app. We even called back a couple hours later to shift two more weeks, no problem.
The only fly in the ointment now: the reservation is for a date after the certificate expires. Hmm. If this works, WAY better than expected. If we're still alive of course.
They told us that because of system and software limitations they couldn't change the date on the reservation. The system would only let us cancel. But... They suggested we call the hotel directly, they could manually change the dates without detaching the certificate.
So we did, the hotel was happy to do it, the change of dates was instantaneous and immediately appeared in the app. We even called back a couple hours later to shift two more weeks, no problem.
The only fly in the ointment now: the reservation is for a date after the certificate expires. Hmm. If this works, WAY better than expected. If we're still alive of course.
Apr 4, 2020, 3:01 am
#456
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,464
we had a 7 night cat 1-4 package booked at a former cat 4… Now a cat 5. We called again to Marriott rewards, had to do something, stay is supposed to begin in a week. Here's what happened:
They told us that because of system and software limitations they couldn't change the date on the reservation. The system would only let us cancel. But... They suggested we call the hotel directly, they could manually change the dates without detaching the certificate.
So we did, the hotel was happy to do it, the change of dates was instantaneous and immediately appeared in the app. We even called back a couple hours later to shift two more weeks, no problem.
The only fly in the ointment now: the reservation is for a date after the certificate expires. Hmm. If this works, WAY better than expected. If we're still alive of course.
They told us that because of system and software limitations they couldn't change the date on the reservation. The system would only let us cancel. But... They suggested we call the hotel directly, they could manually change the dates without detaching the certificate.
So we did, the hotel was happy to do it, the change of dates was instantaneous and immediately appeared in the app. We even called back a couple hours later to shift two more weeks, no problem.
The only fly in the ointment now: the reservation is for a date after the certificate expires. Hmm. If this works, WAY better than expected. If we're still alive of course.
Apr 4, 2020, 4:09 am
#457
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,520
Will all certificates be extended, whether they are attached or not? Lurkers?
Apr 4, 2020, 4:40 am
#458
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,464
I would definitely not assume an attached certificate would be extended, because the system is not supposed to allow you to attach a certificate that expires before the stay date, which you'll note if you try to do that with a credit card certificate on the website. So why would the solution by IT also extend the dates for attached certificates? You could argue obviously it should in case the customer cancels the booking it's attached to, but this is Marriott we're talking about.
Apr 4, 2020, 7:35 am
#459
Join Date: Jul 2016
Location: ORD
Programs: Hyatt Globalist, IHG Platinum, Bonvoy Platinum, Hilton Gold - cheapass economy flyer!
Posts: 241
I don't know. If I were @UsernameChuck I would cancel, call in, asked for it to be extended for the stay on the new dates, and then have them attach. I have so little faith in Marriott that I keep meticulous records of every transaction and I also keep all my points in a dummy booking so they can't steal them and re-price an existing booking at a higher rate.
I would definitely not assume an attached certificate would be extended, because the system is not supposed to allow you to attach a certificate that expires before the stay date, which you'll note if you try to do that with a credit card certificate on the website. So why would the solution by IT also extend the dates for attached certificates? You could argue obviously it should in case the customer cancels the booking it's attached to, but this is Marriott we're talking about.
I would definitely not assume an attached certificate would be extended, because the system is not supposed to allow you to attach a certificate that expires before the stay date, which you'll note if you try to do that with a credit card certificate on the website. So why would the solution by IT also extend the dates for attached certificates? You could argue obviously it should in case the customer cancels the booking it's attached to, but this is Marriott we're talking about.
How could we test if the system will automatically extend a cert that's attached to a reservation? I suppose one of us could make a reservation and then cancel before the cert expires... when it reappears in our account after cancelling the reservation, we would then see whether the cert was extended while attached.
It seems to me that Marriott is trying to do right by people, but their systems limit how they can do that. I would *hope* that they'd find a way to fix things if their system makes our cert expire rather than extending it. I'm sure that would require a supervisor to fix at that point. But it seems like the best option. (Along with documenting things.) Fwiw my wife's account has nowhere near the 210K points that would now be required for a points booking at this hotel.
Apr 4, 2020, 8:32 am
#460
Join Date: May 1998
Posts: 6,790
How could we test if the system will automatically extend a cert that's attached to a reservation? I suppose one of us could make a reservation and then cancel before the cert expires... when it reappears in our account after cancelling the reservation, we would then see whether the cert was extended while attached.
Apr 4, 2020, 1:55 pm
#461
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,464
I obviously have no idea. The CSR told me that they would in fact be extended even if attached to reservations, but that could easily be incorrect. Still, I don't see how the solution you're proposing, nexusCFX, could work here - as explained above, the hotel went from cat 4 to cat 5. Because of the category change, if it's canceled, the certificate couldn't be reattached. I also don't see how a cert could be manually extended over the phone without detaching and reattaching, which seems impossible on these facts. The only way it would work would be something automatic and across-the-board.
How could we test if the system will automatically extend a cert that's attached to a reservation? I suppose one of us could make a reservation and then cancel before the cert expires... when it reappears in our account after cancelling the reservation, we would then see whether the cert was extended while attached.
It seems to me that Marriott is trying to do right by people, but their systems limit how they can do that. I would *hope* that they'd find a way to fix things if their system makes our cert expire rather than extending it. I'm sure that would require a supervisor to fix at that point. But it seems like the best option. (Along with documenting things.) Fwiw my wife's account has nowhere near the 210K points that would now be required for a points booking at this hotel.
How could we test if the system will automatically extend a cert that's attached to a reservation? I suppose one of us could make a reservation and then cancel before the cert expires... when it reappears in our account after cancelling the reservation, we would then see whether the cert was extended while attached.
It seems to me that Marriott is trying to do right by people, but their systems limit how they can do that. I would *hope* that they'd find a way to fix things if their system makes our cert expire rather than extending it. I'm sure that would require a supervisor to fix at that point. But it seems like the best option. (Along with documenting things.) Fwiw my wife's account has nowhere near the 210K points that would now be required for a points booking at this hotel.
Apr 4, 2020, 2:07 pm
#462
Original Member
Join Date: May 1998
Location: Tampa, FL
Programs: AAMM & PLT; UA Gold, DL Silver, Marriott LT Titanium Elite, Hilton Diamond, Hertz #1 Gold Club
Posts: 1,591
Apr 4, 2020, 7:49 pm
#463
Join Date: Jul 2016
Location: ORD
Programs: Hyatt Globalist, IHG Platinum, Bonvoy Platinum, Hilton Gold - cheapass economy flyer!
Posts: 241
Apr 4, 2020, 8:45 pm
#464
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
How could we test if the system will automatically extend a cert that's attached to a reservation? I suppose one of us could make a reservation and then cancel before the cert expires... when it reappears in our account after cancelling the reservation, we would then see whether the cert was extended while attached.
James
Apr 4, 2020, 11:59 pm
#465
Suspended
Join Date: Jul 2001
Location: Watchlisted by the prejudiced, en route to purgatory
Programs: Just Say No to Fleecing and Blacklisting
Posts: 102,095
All my TP certs still have 2020 expiration dates and haven’t been adjusted. Maybe they are adjusting them in chronological order of original expiration date but it could just as well be something else.