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Originally Posted by Marriott Bonvoy Lurker
(Post 31518772)
Got it! Thank you for the extra details, bluestrudels! The Hotel Portion of the Travel Package Award may be used as a "Floater Award." If a Member decides they want to cancel the Hotel Portion because they have no plans on using it, then they will receive 5,000 points back to their account. We hope this clarifies your inquiry!
Why is Marriott service in-hotel so consistent, but the phone customer service is all over the place? |
Just used my cat5 cert before the peak pricing takes effect.
Managed to attach it to a 1 category upgrade room as well |
Additional DP - my NC TP that was issued on conversion of an OC 8 certificate bought in August 2018, was extended till Sept 2020 with a 10min phone call. I got two emails, one a cancellation of a reward certificate, and another the purchase of a new certificate for 105k points.
In 16months, that was the least pain I have experienced calling Bonvoy, after being bonvoyed so often I am worried it is battered member syndrome. |
Originally Posted by bluestrudels
(Post 31511388)
I called yesterday, and 2 of my remaining NC TP were extended for another year to Sep 2020.
Problem now is the rep was unable to attach the cert to a reservation, she said she will call me back within 24 hours to fix it in the background. 24 hours later, no follow up calls, one of my TP went missing and I received an email confirmation from the hotel showing this: What really puzzles me is that my reservation page in my Bonvoy account is still promoting me that I don't have enough points and have to redeem it when I meet the points requirement. This means only one thing, my reservation is not confirmed! Usually when the reservation is confirmed, I'll see the note saying an e-certificate is attached to the reservation like this I called the Titanium line twice, both reps assured me that my TP was already attached to the reservation, but cannot understand why it is not showing in my account - and won't send me any confirmation showing that my TP was redeemed. This is worrying, should I call again to get another rep to cancel and re-attach the TP again? Or is this just how typical Marriott IT handle reservations? TBH this is my first time encountering such difficulty. It just doesn't sit right, as I most certainly do not want to turn up to a hotel telling me that they do not have my reservation confirmed. UPDATE: I logged in an hour ago to find my last TP missing. The system somehow attached my last TP on the existing reservation that was supposedly to have a TP that was already attached to it. Called in, Rep is saying the system is experiencing a lot of problems now as they are integrating the new peak/off peak functions, and they are planning to phase out all existing functions in the old system which is causing duplicate errors on the new system. I somehow got re-issued back my 2 TP extended till 9/11 next year. I'll probably try attaching them after the peak/off peak is loaded in the system, and which things are more stable. Marriott IT... Seriously.. I also just thought about it for those that want to extend their NC TP for another year, since there is already an issue redeem/attaching certs to reservations, essentially it's an open loop hole now, this is a free pass to getting those certs extended, because naturally the certs needs to re-issued back to you some how with all the existing problems, but you just have to deal with calling and find a competent rep knowing what they are doing.. Have had certs attached but they aren’t showing as attached. When I call again some reps say no certs are attached, some say there is, nobody really knows what is going on. The last word I had on it is that the certs were manually attached but they can’t send me anything to confirm it. The agent told me I can rely on the fact the certs disappeared from my account 🙄🙄 I will see how I go 2 weeks before check in and whether they will take the points from my account. Marriott has made these certificates so much more difficult than they should have been. I still have 4 more to attach and use. I will be so relieved when they are all gone despite not being able to get as many free nights as before. |
Originally Posted by daviddai1124
(Post 31517274)
today I called Marriott to use my 7 days travel package, they told me if I cancel the booking, no package will refund into my account, I will only get 5000 point, they said this is a new policy. does anyone hear of this?
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Originally Posted by potm
(Post 31525804)
I’ve gone through what you are experiencing here as well for 2 of my reservations. Spent over 10 hours on the phone with countless reps.
Have had certs attached but they aren’t showing as attached. When I call again some reps say no certs are attached, some say there is, nobody really knows what is going on. The last word I had on it is that the certs were manually attached but they can’t send me anything to confirm it. The agent told me I can rely on the fact the certs disappeared from my account 🙄🙄 I will see how I go 2 weeks before check in and whether they will take the points from my account. Marriott has made these certificates so much more difficult than they should have been. I still have 4 more to attach and use. I will be so relieved when they are all gone despite not being able to get as many free nights as before. IT in the background is a hot mess when they are integrating the new and deleting the old system. A rep kept apologizing and said the best she could do is file in a case report, but those things are probably in the lowest priority now among the IT team. |
Originally Posted by bluestrudels
(Post 31526237)
Does any of your reservations have dates approaching soon? My best bet is wait till this whole integration thing settles before attempting again.
IT in the background is a hot mess when they are integrating the new and deleting the old system. A rep kept apologizing and said the best she could do is file in a case report, but those things are probably in the lowest priority now among the IT team. I was assured that the cert is attached, just I can't see it. I did get the email confirmation which shows it at 45k points so maybe it is true. I'll be checking 2 weeks out to ensure that more points are not deducted from my account. I'll also probably contact the hotel to try and get them to confirm that they have received the certificates for the stay. An absolute mess the whole thing. |
Another update on successful extension of the TP that was expiring in 1st week of Dec 2019.
The Agent extended it for one more year and it will now expire in Sep 2020. She said that it can be extended only once and I won't be able to extend it again. That actually works for me as I plan to use it next Summer. |
Elite Services has left the office
Elite services had promised me twice to get back to me by Sep 13, but never did so. I called them just now and there are no Level 2 supervisors to take the call. The front line supervisor said all her higher ups have gone home for the day. The time is before 5pm Utah time! - this is part of the reason why Marriott Elite Services can't help us - they've already gone home to cook dinner!
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Originally Posted by eethan
(Post 31532238)
Elite services had promised me twice to get back to me by Sep 13, but never did so. I called them just now and there are no Level 2 supervisors to take the call. The front line supervisor said all her higher ups have gone home for the day. The time is before 5pm Utah time! - this is part of the reason why Marriott Elite Services can't help us - they've already gone home to cook dinner!
Our apologies for the inconvenience. We would like to help look into this if you could provide your Marriott Bonvoy account details to us via private mail here or by email below. Best Regards, Christina Zhou Specialist, Social Media Marriott International [email protected] |
So Marriott is really screwing me over!
I have had three (5 nights cat 1-4 ) TP in my account expiring sometime in Nov, 19. I called on Aug 31st (Titanium line) and booked two stays for 5 nights each for my upcoming Late Sept/Early Oct vacation. All was good and I was left with one remaining TP in my account. Couple of days back, I noticed 100K points were deducted from my account and one of my booking was updated (got an email, hence I got notification of points deduction). Grrrr! now I need to call again. Called next morning, I was told about IT issues during the transition to off peak pricing changes, and after a BRIEF 35 minutes hold, agent was able to attached the certificate back (or at least she thought so). I was dreading that they will attach one of my remaining cert and I was correct. Certificate was gone from my account as soon as she as back on the phone, I explained this to the agent and was told, no the certificate is still there and she was able to reattached my old cert back and 100K points are back in my account ( that part seems true). I have to wait 24-48 hours to see the new reservations and certificate availability. Now one of my certificate is gone (exp date is Nov, 2019) and I am dreading to call back again and starting it over. Another strange thing about my upcoming reservations is this wording. This basically telling me they will try to deduct the points again. Is there a way to explain this to someone in simple terms? and as what's going and why I need to call and worry about my upcoming trips for every couple of days. "Great! You’ve earned all the points you need. Deduct your points now for your stay, or we’ll automatically take care of this for you 15 days prior to your arrival. The points rate for your reservation may increase or decrease until you have deducted the points from your account to cover the reservation. If you do not have sufficient points to use for a Redemption intended to be paid with points 15 days prior to your reservation, Marriott Bonvoy reserves the right to cancel your reservation. See terms and conditions. " |
Originally Posted by DFWsakp
(Post 31528255)
Another update on successful extension of the TP that was expiring in 1st week of Dec 2019.
The Agent extended it for one more year and it will now expire in Sep 2020. She said that it can be extended only once and I won't be able to extend it again. That actually works for me as I plan to use it next Summer. |
Response for Christina
Hi Christina,
I've sent you a PM with my info. Background: In July 2018, I purchased two certificates. In Oct 2018, I needed to convert 1 of the 2 certificates to use immediately. At the time, I told the Marriott representative not to touch the 2nd cert. However, I realized later that the Marriott rep converted both of the certs. As a result, my 2nd cert is expiring early - in Oct 2019. My plan - had the Marriott rep not made the mistake - was to convert the 2nd cert before July 2019, so that the cert would be valid till July 2020. That is why I am asking that Marriott correct the mistake and make my cert valid till July 2020. My communications with Marriott: 9/8: Called member services. They were unable to help but escalated my case to Elite Services. Advised that I would receive a call back within 3 - 5 days. 9/11: Called Elite Services. Advised that I would receive a call back within 48 hours. 9/16: Called Elite Services, inquiring why I hadn't received any response. Advised that I would receive a call back within 24 hours. Furthermore, the front line supervisor scheduled me into her supervisor's calendar and assured me that she would remind her supervisor again to call me on 9/17. 9/17: Ended the workday in the US with no response from Marriott. |
Bonvoy system problems that prevented cert redemption?
I recall several periods in the past year when Bonvoy system problems prevented us from redeeming certificates. Some hotel chains could not be booked as late as Jan 2019 (see: https://onemileatatime.com/marriott-...ing-at-basics/).
If anyone has specific examples, please PM me. I plan to collect these cases and present them to Marriott. |
GREAT - in light of all the complaints this week I looked up a 7 NC cert successfully attached last month and the reservation now shows NO cert attached with the "Not enough points" message. 7 NC cert also not showing in the account...
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