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 24, 2020, 11:29 am
#511
Join Date: May 2009
Location: UK
Posts: 3,951
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, 6:18 pm
#512
Join Date: Jan 2010
Programs: UA, AS
Posts: 2,393
Apr 24, 2020, 7:45 pm
#514
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,470
Apr 25, 2020, 2:27 pm
#515
Join Date: Sep 2015
Programs: Delta Platinum, United Platinum, Marriott Titanium, Hilton Diamond
Posts: 120
Marriott Bonvoy Lurker Marriott Bonvoy Lurker II Marriott Bonvoy Lurker III
On March 27, 2020 I made a reservation to use a 7 night Cat 5 travel package at the Pooler, GA Residence Inn. I had two Cat 5 certificates. The agent attached the one expiring in 2021, instead of the one expiring April, 2020. I saw this happen online as she did it and asked her to swap them. That is when everything went downhill.
While on the phone she did say that she attached the certificate (and indeed I checked in and they showed it attached, more on that later). She then did something to the affect of cancelling the certificate and putting the points back in my account and then re-issuing the certificate. I do have an e-mail showing a New Reward Order Confirmation for a Cat 5 certificate. That certificate has never shown up in my account though. On multiple calls to Marriott they say it is "stuck in cyberspace" or "in use".
Now the fun part. I open my Chase Marriott Business statement today and the Pooler. GA hotel charged my $509.60 for my 7 night stay.
So I started this whole thing with two Cat 5 travel package certificate; stayed 7 nights at the Residence Inn with an "attached" certificate; get charged for that stay anyway; and my remaining certificate has gone missing.
I do have a computer screenshot of my Marriott account showing the two certificates prior to the start of this debacle.
Please help resolve this. I need $509.60 back and my remaining Cat 5 certificate back.
On March 27, 2020 I made a reservation to use a 7 night Cat 5 travel package at the Pooler, GA Residence Inn. I had two Cat 5 certificates. The agent attached the one expiring in 2021, instead of the one expiring April, 2020. I saw this happen online as she did it and asked her to swap them. That is when everything went downhill.
While on the phone she did say that she attached the certificate (and indeed I checked in and they showed it attached, more on that later). She then did something to the affect of cancelling the certificate and putting the points back in my account and then re-issuing the certificate. I do have an e-mail showing a New Reward Order Confirmation for a Cat 5 certificate. That certificate has never shown up in my account though. On multiple calls to Marriott they say it is "stuck in cyberspace" or "in use".
Now the fun part. I open my Chase Marriott Business statement today and the Pooler. GA hotel charged my $509.60 for my 7 night stay.
So I started this whole thing with two Cat 5 travel package certificate; stayed 7 nights at the Residence Inn with an "attached" certificate; get charged for that stay anyway; and my remaining certificate has gone missing.
I do have a computer screenshot of my Marriott account showing the two certificates prior to the start of this debacle.
Please help resolve this. I need $509.60 back and my remaining Cat 5 certificate back.
Apr 26, 2020, 2:25 pm
#517
Join Date: Mar 2016
Posts: 984
I am about to cancel my hotel reservations now that I can cancel my air flight to SAN. I know that we have to officially "detach" the TP certificate from the reservation first before cancelling the reservation or risk losing the certificate, I don't need to do something like that for the standard FNA from the CC right? I can just go ahead and cancel the reservation and they should redeposit the FNA?
Apr 26, 2020, 2:47 pm
#518
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
I am about to cancel my hotel reservations now that I can cancel my air flight to SAN. I know that we have to officially "detach" the TP certificate from the reservation first before cancelling the reservation or risk losing the certificate, I don't need to do something like that for the standard FNA from the CC right? I can just go ahead and cancel the reservation and they should redeposit the FNA?
Open your reservation, do a Room Change on your booking - then change the cert booking to a point booking (can be a point advance).
Finalize the change (you will get a new confirmation to that change). The cert will then automatically go back to your account.
Now go back to cancel the unwanted booking.
Do this on weekday, day time - so not to get caught by system updates that happen on Weekends and late nights, to avoid being messed up by the updates.
Apr 26, 2020, 3:03 pm
#519
Join Date: Mar 2016
Posts: 984
For a sure way to cancel and get back your cert prompto -
Open your reservation, do a Room Change on your booking - then change the cert booking to a point booking (can be a point advance).
Finalize the change (you will get a new confirmation to that change). The cert will then automatically go back to your account.
Now go back to cancel the unwanted booking.
Do this on weekday, day time - so not to get caught by system updates that happen on Weekends and late nights, to avoid being messed up by the updates.
Open your reservation, do a Room Change on your booking - then change the cert booking to a point booking (can be a point advance).
Finalize the change (you will get a new confirmation to that change). The cert will then automatically go back to your account.
Now go back to cancel the unwanted booking.
Do this on weekday, day time - so not to get caught by system updates that happen on Weekends and late nights, to avoid being messed up by the updates.
If I get no response, I will see what else I can do.
Apr 26, 2020, 10:09 pm
#520
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
Glad to know the travel package issue was resolved. Please provide the reservation details to us via private mail here or by email below if you need help with the refund.
Best Regards,
Christina Z
Specialist, Social Media
Marriott International
[email protected]
Apr 26, 2020, 10:10 pm
#521
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
Thanks for the advice. I PM'd Marriott Bonvoy Lurker II hoping to get some assistance since they helped in getting the reservation done in the first place. Right now, the reservation is still showing up as a points advance reservation, no mention of the certificate. If I get no response, I will see what else I can do.
If I get no response, I will see what else I can do.The certificate has been deposited back to your account.
If you need any further assistance, please let us know.
Best Regards,
Christina Z
Specialist, Social Media
Marriott International
[email protected]
Apr 26, 2020, 10:21 pm
#522
Join Date: Aug 2018
Posts: 19
when a cert is attached manually it means that the reservation stays as a points advance but in the notes they tell the hotel "please do not charge this client, he has a 7night certificate #xzy to cover the stay".
most hotels have no clue and won't honor that. That's if your reservation makes it to the check in date without bring automatically changes to cash rate....
Terrible decision marriott made here AGAIN to knowingly pull a quick one!
Apr 27, 2020, 12:16 am
#523
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
its seems pretty apparent that marriott knew all along that the new system could not attach certificates properly but made the decision to remove access to the old system to ALL reps (previously supervisors did have access and were able to still attach).
when a cert is attached manually it means that the reservation stays as a points advance but in the notes they tell the hotel "please do not charge this client, he has a 7night certificate #xzy to cover the stay".
most hotels have no clue and won't honor that. That's if your reservation makes it to the check in date without bring automatically changes to cash rate....
Terrible decision marriott made here AGAIN to knowingly pull a quick one!
when a cert is attached manually it means that the reservation stays as a points advance but in the notes they tell the hotel "please do not charge this client, he has a 7night certificate #xzy to cover the stay".
most hotels have no clue and won't honor that. That's if your reservation makes it to the check in date without bring automatically changes to cash rate....
Terrible decision marriott made here AGAIN to knowingly pull a quick one!
James
Apr 27, 2020, 4:28 am
#524
Join Date: May 2009
Location: UK
Posts: 3,951
its seems pretty apparent that marriott knew all along that the new system could not attach certificates properly but made the decision to remove access to the old system to ALL reps (previously supervisors did have access and were able to still attach).
when a cert is attached manually it means that the reservation stays as a points advance but in the notes they tell the hotel "please do not charge this client, he has a 7night certificate #xzy to cover the stay".
most hotels have no clue and won't honor that. That's if your reservation makes it to the check in date without bring automatically changes to cash rate....
Terrible decision marriott made here AGAIN to knowingly pull a quick one!
when a cert is attached manually it means that the reservation stays as a points advance but in the notes they tell the hotel "please do not charge this client, he has a 7night certificate #xzy to cover the stay".
most hotels have no clue and won't honor that. That's if your reservation makes it to the check in date without bring automatically changes to cash rate....
Terrible decision marriott made here AGAIN to knowingly pull a quick one!
Apr 27, 2020, 5:19 am
#525
Join Date: Aug 2018
Posts: 19
If you read my original post I logged over 50 calls and spoke to every possible department, elite services, loyalty care supervisors, my ambassador etc. I even spoke with the hotel assist line. Last night I tried again by calling Kuala Lumpur call center and then China call center. And no one can get it done. I AM just frustrated!
if marriott downgraded hotel category's or restricted the use of the certificates fine. But here they just entirely removed the ability to use them properly. It's hard to believe and honestly pray I am wrong
