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 **]
Apr 18, 2020, 10:29 pm
#498
Join Date: Aug 2018
Posts: 19
Has Anyone successfully attached a travel package in the last week?
It seems like Marriott reps aren't able to attach your 7night certificate anymore. Due to the new backend system reps cannot properly attach the 7night travel package certificate without accessing the old system. Currently, most reps do not have access anymore to the old system. I've been trying without any luck to attach the certificate for more than 2 weeks. Multiple loyalty care, elite service reps have confirmed this is the case. What disturbing is that Marriott is still selling the travel package even though they cannot be used.
Another big issue. To book a travel package the rep must first book the reservation as a points advance and then attach the cert, however, with Marriott's new rule that you cannot book a points advance within 30 days its impossible to use your cert unless you have enough points to cover the stay.
Every rep I speak seems to be frustrated at Marriott's IT glitches and though they have been opening up internal cases about this issue for more than a year it hasn't been fixed
Is this the end?
It seems like Marriott reps aren't able to attach your 7night certificate anymore. Due to the new backend system reps cannot properly attach the 7night travel package certificate without accessing the old system. Currently, most reps do not have access anymore to the old system. I've been trying without any luck to attach the certificate for more than 2 weeks. Multiple loyalty care, elite service reps have confirmed this is the case. What disturbing is that Marriott is still selling the travel package even though they cannot be used.
Another big issue. To book a travel package the rep must first book the reservation as a points advance and then attach the cert, however, with Marriott's new rule that you cannot book a points advance within 30 days its impossible to use your cert unless you have enough points to cover the stay.
Every rep I speak seems to be frustrated at Marriott's IT glitches and though they have been opening up internal cases about this issue for more than a year it hasn't been fixed
Is this the end?
Apr 19, 2020, 11:38 am
#499
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,056
Another big issue. To book a travel package the rep must first book the reservation as a points advance and then attach the cert, however, with Marriott's new rule that you cannot book a points advance within 30 days its impossible to use your cert unless you have enough points to cover the stay.
We've been Bonv°yed!
Last edited by SPN Lifer; Apr 19, 2020 at 11:46 am
Apr 19, 2020, 5:14 pm
#500
Join Date: Sep 2017
Location: SFO/LAX/SAN/LAS/DFW/JFK/LGA/EWR/MIA
Posts: 1,073
It seems like Marriott reps aren't able to attach your 7night certificate anymore. Due to the new backend system reps cannot properly attach the 7night travel package certificate without accessing the old system. Currently, most reps do not have access anymore to the old system. I've been trying without any luck to attach the certificate for more than 2 weeks. Multiple loyalty care, elite service reps have confirmed this is the case.
To book a travel package the rep must first book the reservation as a points advance and then attach the cert, however, with Marriott's new rule that you cannot book a points advance within 30 days its impossible to use your cert unless you have enough points to cover the stay.
To book a travel package the rep must first book the reservation as a points advance and then attach the cert, however, with Marriott's new rule that you cannot book a points advance within 30 days its impossible to use your cert unless you have enough points to cover the stay.
unless youre in a hurry, i would wait. bonvoy is going through a lot of IT pain and confusion right now. more than before. also, most bonvoy reps are stupidiots. many issues booking TP even before COVID.
Last edited by GundamWing01; Apr 19, 2020 at 5:45 pm
Apr 20, 2020, 1:22 pm
#501
Join Date: Aug 2018
Posts: 19
exactly. im still gonna try and call for an extension before expiration. COVID extensions are definitely useful when certs expiring soon (eg march/april), but i didnt need my holiday nov/dec certs extended by just a few months (esp because now i have to use my summer certs for the holidays instead). i would like the "typical" full 12 month extn on those. they better not tell me "sir, they have already been extended once before".
could you provide more detail? what exactly are you trying to do and what have you been told? when are your travel dates? have you tried any global call centers? i havent experienced your exact issue since ive been staying away from bonvoy, but more detail would help the community give suggestions.
unless youre in a hurry, i would wait. bonvoy is going through a lot of IT pain and confusion right now. more than before. also, most bonvoy reps are stupidiots. many issues booking TP even before COVID.
could you provide more detail? what exactly are you trying to do and what have you been told? when are your travel dates? have you tried any global call centers? i havent experienced your exact issue since ive been staying away from bonvoy, but more detail would help the community give suggestions.
unless youre in a hurry, i would wait. bonvoy is going through a lot of IT pain and confusion right now. more than before. also, most bonvoy reps are stupidiots. many issues booking TP even before COVID.
Attaching a travel package certificate to a reservation is practically impossible.
For the past year it's been getting more and more difficult. At first most reps were able to attach in the old system but slowly, slowly Marriott restricted reps access to the old system and in the new system the certs cannot be properly attached.
reps are attaching them "manually".
manually means that the rep takes the cert number and puts in the reservation notes that certificate xyz will cover the cost of the reservation.
this is very problematic because the reservation shows up as unpaid for in the system and hotel has no way of verifying the reservation as it is still a points advance and as the date of check in gets closer the reservation will be automatically cancelled, or changed into rack rate. Also, take the chance that when you get to the hotel the hotel won't let you check in.
It was difficult to work with the past year but just recently it became impossible.
Marriott had known of the issue already for months and frankly doesn't care to fix
Apr 20, 2020, 2:10 pm
#502
Join Date: Dec 2004
Programs: UA-1K, MM, Hilton-Diamond, Marriott-Titanium
Posts: 4,432
Has Anyone successfully attached a travel package in the last week?
It seems like Marriott reps aren't able to attach your 7night certificate anymore. Due to the new backend system reps cannot properly attach the 7night travel package certificate without accessing the old system. Currently, most reps do not have access anymore to the old system. I've been trying without any luck to attach the certificate for more than 2 weeks. Multiple loyalty care, elite service reps have confirmed this is the case. What disturbing is that Marriott is still selling the travel package even though they cannot be used.
Another big issue. To book a travel package the rep must first book the reservation as a points advance and then attach the cert, however, with Marriott's new rule that you cannot book a points advance within 30 days its impossible to use your cert unless you have enough points to cover the stay.
Every rep I speak seems to be frustrated at Marriott's IT glitches and though they have been opening up internal cases about this issue for more than a year it hasn't been fixed
Is this the end?
It seems like Marriott reps aren't able to attach your 7night certificate anymore. Due to the new backend system reps cannot properly attach the 7night travel package certificate without accessing the old system. Currently, most reps do not have access anymore to the old system. I've been trying without any luck to attach the certificate for more than 2 weeks. Multiple loyalty care, elite service reps have confirmed this is the case. What disturbing is that Marriott is still selling the travel package even though they cannot be used.
Another big issue. To book a travel package the rep must first book the reservation as a points advance and then attach the cert, however, with Marriott's new rule that you cannot book a points advance within 30 days its impossible to use your cert unless you have enough points to cover the stay.
Every rep I speak seems to be frustrated at Marriott's IT glitches and though they have been opening up internal cases about this issue for more than a year it hasn't been fixed
Is this the end?
Apr 20, 2020, 2:19 pm
#503
Join Date: Aug 2018
Posts: 19
I guess screw you once, and they will screw you again.
Our problem was that we use Marriott credit for the business and only changed 6 months ago.
The travel packages still have a good value for specific airlines but this is beyond crazy. The certs cant even be used
Apr 20, 2020, 6:44 pm
#504
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
I am a travel agent so I do this a lot.
Attaching a travel package certificate to a reservation is practically impossible.
For the past year it's been getting more and more difficult. At first most reps were able to attach in the old system but slowly, slowly Marriott restricted reps access to the old system and in the new system the certs cannot be properly attached.
reps are attaching them "manually".
manually means that the rep takes the cert number and puts in the reservation notes that certificate xyz will cover the cost of the reservation.
this is very problematic because the reservation shows up as unpaid for in the system and hotel has no way of verifying the reservation as it is still a points advance and as the date of check in gets closer the reservation will be automatically cancelled, or changed into rack rate. Also, take the chance that when you get to the hotel the hotel won't let you check in.
It was difficult to work with the past year but just recently it became impossible.
Marriott had known of the issue already for months and frankly doesn't care to fix
Attaching a travel package certificate to a reservation is practically impossible.
For the past year it's been getting more and more difficult. At first most reps were able to attach in the old system but slowly, slowly Marriott restricted reps access to the old system and in the new system the certs cannot be properly attached.
reps are attaching them "manually".
manually means that the rep takes the cert number and puts in the reservation notes that certificate xyz will cover the cost of the reservation.
this is very problematic because the reservation shows up as unpaid for in the system and hotel has no way of verifying the reservation as it is still a points advance and as the date of check in gets closer the reservation will be automatically cancelled, or changed into rack rate. Also, take the chance that when you get to the hotel the hotel won't let you check in.
It was difficult to work with the past year but just recently it became impossible.
Marriott had known of the issue already for months and frankly doesn't care to fix
There are posts upthread have addressed what you said, and people have no problems at check in.
Apr 20, 2020, 6:55 pm
#505
Join Date: Aug 2018
Posts: 19
who is the lurker, also I am aware of the issues the past year however in the past week or two it went from difficult to impossible
Apr 21, 2020, 1:16 am
#506
Join Date: Jul 2016
Location: ORD
Programs: Hyatt Globalist, IHG Platinum, Bonvoy Platinum, Hilton Gold - cheapass economy flyer!
Posts: 241
Just one more datapoint, that my certificate was extended automatically to January 31, 2021.
Not sure how we’ll use it, but... better than a hole in the head. I will say, my tolerance for 7 nights in the same place has probably increased recently, I suppose it’s marginally safer than staying in multiple hotels in multiple different rooms. I just wish I wanted to stay someplace for 7 nights that is still a cat 4.
Not sure how we’ll use it, but... better than a hole in the head. I will say, my tolerance for 7 nights in the same place has probably increased recently, I suppose it’s marginally safer than staying in multiple hotels in multiple different rooms. I just wish I wanted to stay someplace for 7 nights that is still a cat 4.
Apr 21, 2020, 1:27 am
#507
Join Date: Jan 2008
Posts: 3,946
Apr 22, 2020, 11:31 pm
#508
Join Date: May 2009
Location: UK
Posts: 3,951
I am a travel agent so I do this a lot.
Attaching a travel package certificate to a reservation is practically impossible.
For the past year it's been getting more and more difficult. At first most reps were able to attach in the old system but slowly, slowly Marriott restricted reps access to the old system and in the new system the certs cannot be properly attached.
reps are attaching them "manually".
manually means that the rep takes the cert number and puts in the reservation notes that certificate xyz will cover the cost of the reservation.
this is very problematic because the reservation shows up as unpaid for in the system and hotel has no way of verifying the reservation as it is still a points advance and as the date of check in gets closer the reservation will be automatically cancelled, or changed into rack rate. Also, take the chance that when you get to the hotel the hotel won't let you check in.
It was difficult to work with the past year but just recently it became impossible.
Marriott had known of the issue already for months and frankly doesn't care to fix
Attaching a travel package certificate to a reservation is practically impossible.
For the past year it's been getting more and more difficult. At first most reps were able to attach in the old system but slowly, slowly Marriott restricted reps access to the old system and in the new system the certs cannot be properly attached.
reps are attaching them "manually".
manually means that the rep takes the cert number and puts in the reservation notes that certificate xyz will cover the cost of the reservation.
this is very problematic because the reservation shows up as unpaid for in the system and hotel has no way of verifying the reservation as it is still a points advance and as the date of check in gets closer the reservation will be automatically cancelled, or changed into rack rate. Also, take the chance that when you get to the hotel the hotel won't let you check in.
It was difficult to work with the past year but just recently it became impossible.
Marriott had known of the issue already for months and frankly doesn't care to fix
Apr 23, 2020, 8:49 pm
#509
Join Date: Jan 2015
Posts: 65
So, I had a certificate attached to a booking that needed to be delayed
Hotel had gone up in category since making the booking.
Reservation phone people said they wouldn't be able to attach the certificate to the new booking.
I said I understood that is the normally policy, but surely in a situation like this, they could figure something out, seems odd that while every other industry in the world is trying to encourage people to reschedule bookings, Marriott is forcing me to cancel instead, etc.
Got no-where. Told multiple times, nothing we can do.
In the end I gave up, but then on the off chance, I emailed the hotel directly.
I figured it's mostly in their interest that the stay doesn't get cancelled, as if I cancel rather than rebook, I'll inevitably end up using the voucher at a different hotel.
The hotel emailed back within an hour saying they'd changed it, I received a new reservation confirmation, and on the website the booking says there's a certificate attached, which seems promising.
Anything I can do (or ask them to check) to make sure it has actually "worked" and avoid showing up at the hotel and have them tell me, sorry your certificate isn't valid, please pay our ridiculous last-minute cash rate?
Hotel had gone up in category since making the booking.
Reservation phone people said they wouldn't be able to attach the certificate to the new booking.
I said I understood that is the normally policy, but surely in a situation like this, they could figure something out, seems odd that while every other industry in the world is trying to encourage people to reschedule bookings, Marriott is forcing me to cancel instead, etc.
Got no-where. Told multiple times, nothing we can do.
In the end I gave up, but then on the off chance, I emailed the hotel directly.
I figured it's mostly in their interest that the stay doesn't get cancelled, as if I cancel rather than rebook, I'll inevitably end up using the voucher at a different hotel.
The hotel emailed back within an hour saying they'd changed it, I received a new reservation confirmation, and on the website the booking says there's a certificate attached, which seems promising.
Anything I can do (or ask them to check) to make sure it has actually "worked" and avoid showing up at the hotel and have them tell me, sorry your certificate isn't valid, please pay our ridiculous last-minute cash rate?
Apr 24, 2020, 1:37 am
#510
Join Date: Mar 2016
Posts: 413
It's not only the TP are having issues with the "new system", the 40k FN cert when earned at Titanium 75N milestone is also widely infamous for not being able to redeem successfully in the "new system". Sometimes I wonder why Marriott pays these outsourced "IT companies" millions for contracts that can't process simple things like award reservations. Why "improve" the old system and destroy the legacy SPG system when clearly those technologies were already working is beyond me..