Hi frudd38,

We would like to help look into the status of your reservation if you could provide the reservation details to us via private mail here or by email below.

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

[email protected]

I'm getting extremely frustrated with these certificates. I have a stay coming up in 10 days. Called yesterday to attach a 7 night NC certificate to a points advance booking and after I was put on hold for a bit I was told they were able to attached it. After the call the certificate was gone from the account but the reservation didn't show that it had been attached. It was still showing the usual language:

"You need additional points to make your hotel stay. Please remember to return here and deduct the points after you've earned them.
If you have eligible e-certificate(s), you can also use them for your stay.
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."

I gave it 24 hours before calling again to see if anything had changed but nothing. So I called again today and the phone rep put me on hold to have his manager attach the certificate. I was again told that it was now done but surprise surprise - nothing has changed. The reservation is still not showing a certificate attached to it. This is extremely frustrating and I'm getting nervous since my stay is in 10 days only. What to do?

Can you Marriott Bonvoy Lurker II help?

The current Marriott system is a patch work of several legacy systems, as far as we know. The agents can't attach the TPs now. There may be some work around. But not sure how this can be done.

Seems like it’s a widespread issue.
What’s frustrating is that they keep assuring us that the certificates are attached when they clearly are not.
I’ve spent over 10 hours on phones with agents with no resolution. It would be nice to get some acknowledgement from Marriott that it is a known issue and somebody is working to fix it.

I called a month ago and made a reservation to use my Cat 5- 5 night travel package. After the call, the travel package certificate was no longer in my account and I assumed everything was fine. I happened to go into my account today and the reservation says 140,000 points will be deducted from my account 15 days before my reservation. The certificate for the travel package is not in my account. Called and on the phone for 40 minutes. I have a case number and hopefully it will be fixed

I advise people when they make a reservation using a travel package to check that the travel package certificate was used.

Could you please PM us your account number and confirmation number so we can check for you?

Please let us know if you need further assistance.

Best Regards,

Abbey Liu
Specialist, Social Media
Marriott International

I work in an IT role, essentially as the go-between between users and developers. I truly would love to work on Marriott's IT. The endless issues and seemingly missed use cases make me cringe. In my company, it is my job to ensure these things are covered pre-release and any issues that do get through are fixed. I feel like my role doesn't exist in Marriott!

Just PMed you those details.

Second that!!!! I have a reservation (actually two) coming up in 10 days time using these certs. Marriott has already deducted the points for the first one and after calling (and holding the line for 45 minutes), points were reversed and certificate was attached but guess what, they attached a brand new unused cert from my account. I am titanium elite and I have never been so frustrated with a loyalty program.

Can you Marriott Bonvoy Lurker II help?

Could you please PM us your name, contact way and confirmation number so we can check for you?

Please let us know if you need further assistance.

Best Regards,

Abbey Liu

Specialist, Social Media
Marriott International
[email protected]

PM'ed and thank for looking into it.

Extended again
 

Just wanted to report that we had success extending a nc4 certificate today (originally cat 1-5). I think it's our third extension. Gold status. The key was being ready to book on a date after expiration. She kindly ascertained that there were rooms available, had to go into another system to extend, we were on hold for a bit. We could then see it extended to September 2020, but she had trouble attaching to our reservation. Eventually it worked. She said something about maybe there will be some one above her asking questions, but it's looking good for us. Whew!

Do we have any DPs on whether the TPs work during peak redemption rates? For example, if I have a Cat 6 cert, can I still use it for dates that show 60k/night for points booking instead of the standard 50k/night?

Not a DP, but is confirmation from the Lurker sufficient?

https://www.flyertalk.com/forum/31420481-post2179.html

(This is also in the wiki for quick referral.)

I am also having a lot of trouble redeeming the 7-night certificates.

Was looking to book 2 concurrent rooms with 7nighter, let me detail my on-going saga:

Legend:
L1: Regular reservations line
L2: Bonvoy Agent
L3: Support person? They always seem to have to escalate

Day 1
Room1 booked successfully - cert attached by L2 --> L3
L2 says they're unable to do Room2 because of system errors, advised to call back

Day 2
Call in and request for L2 transfer, L1 insists on helping, they claim its done, me not knowing better ok's and hangs up. 7N cert looks to be consumed, and nowhere to be seen on Room2.

HUCA, L2 agent says it was done incorrectly and much time later, Room2 now reflects with certificate attached (but with rendering inconsistencies as the specific night cost listings did not reflect e-cert payment, though the overall booking had thee-cert banner at the top)

Paranoid me, logs in 30mins later and Room2 no longer has the e-cert...back to sq1

Day 3
L2 agent can see the cert meant for Room2 but is attached to indeterminate booking. She couldn't action anything due to numerous errors on their systems. Advised to call back.

Edit: Online Agent advised certificate is attached to Room2, but since it was "floated" ie. attached/re-attached there is a front end display bug - ETA for fix 2 weeks.