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-   Marriott | Marriott Bonvoy (https://www.flyertalk.com/forum/marriott-marriott-bonvoy-766/)
-   -   E-certificate NOT Attached AT ALL for 40K Cert Redemption (https://www.flyertalk.com/forum/marriott-marriott-bonvoy/2006590-e-certificate-not-attached-all-40k-cert-redemption.html)

theOtherHolmes Jan 29, 20 6:34 pm


Originally Posted by LedgeT (Post 32010023)
Same issue with the Titanium 75 night/40k cert. Iíve avoided using it - I donít want it to get lost and have to deal with that.

Wish I selected suite night upgrades instead...

Handcake Jan 29, 20 7:57 pm

Hopefully the Marriott Lurker Marriott Bonvoy Lurker is checking this thread because it seems the reward for hitting titanium should be EASY to use, not near impossible. Rewards for top tier members should incentivize use to keep striving for that status. Marriott has failed so hard in this regard.

Goodluck theOtherHolmes

Oneworldflyer64 Jan 29, 20 9:00 pm

It's just crazy how booking a night using a reward certificate, should have taken 30 seconds, but instead it had to go -> call representative -> book hotel - > account locked due to points issue -> calling 3 different agents to try to rectify problem ->being told I had to wait 7-10 days -> 4th agent finally managed to unlock my account -> points still wrong after everything is over

Flyer1986 Jan 30, 20 7:13 am

Fun update! /s
Looks like it finally went through, I was charged the correct 40K points, and got an email confirmation showing the reservation.
But now I can't see any reservations in my Marriott account (including un-related ones), I just get an error. The iphone app shows the reservations cached but refuses to update showing the same error one gets when one is not connected to the internet.
I was told to wait 48 hours, so will see if it all fixes itself tomorrow...

They really should just give people 40K bonus points vs. a certificate that requires over an hour of conversation time with agents.

theOtherHolmes Jan 30, 20 7:23 am


Originally Posted by Flyer1986 (Post 32011915)
Fun update! /s
Looks like it finally went through, I was charged the correct 40K points, and got an email confirmation showing the reservation.
But now I can't see any reservations in my Marriott account (including un-related ones), I just get an error. The iphone app shows the reservations cached but refuses to update showing the same error one gets when one is not connected to the internet.
I was told to wait 48 hours, so will see if it all fixes itself tomorrow...

They really should just give people 40K bonus points vs. a certificate that requires over an hour of conversation time with agents.

Gah.

I also wish I could de-select the blasted cert and get the 5 SNAs instead.

Sigh.

ohhleary Feb 12, 20 1:13 pm

Confirmed today that redeeming a 75N certificate on Marriott.com is still an issue after trying several times myself to no avail. They suggested I call and speak to a specialist.

If I was a conspiracy theorist, I'd think they're conveniently just waiting on fixing this until after March 4th.

chrumbles Feb 14, 20 6:05 pm

I noticed this issue today and found this thread. Called today and they said it's a known problem. They deduct 40k points then add it back, and they'll manually connect the certificate to the stay on the day of check in. fingers crossed my account doesn't get locked...

FlyingPizza Feb 14, 20 7:22 pm

I've had to make two calls now using my 75N cert. First one was about a week or two ago to make the actual booking, like everyone else said, it seems like the deducted points and re-added them.

Fast forward to this morning when I wake up and check my email to see a reservation confirmation trigger at 1am (So I assume it was the hotel that did it since the hotel is in Japan). They deducted points from my account for the reservation. I have to call in later and get put on hold and now am back to my original points balance and still have the booking. The agent said there was an issue that the reservation said the cert was attached but it really wasn't so they had to actually attach it??? :confused:

Anyways, hoping I don't need to call again to fix anything...

theOtherHolmes Feb 14, 20 8:04 pm


Originally Posted by FlyingPizza (Post 32073732)
I've had to make two calls now using my 75N cert. First one was about a week or two ago to make the actual booking, like everyone else said, it seems like the deducted points and re-added them.

Fast forward to this morning when I wake up and check my email to see a reservation confirmation trigger at 1am (So I assume it was the hotel that did it since the hotel is in Japan). They deducted points from my account for the reservation. I have to call in later and get put on hold and now am back to my original points balance and still have the booking. The agent said there was an issue that the reservation said the cert was attached but it really wasn't so they had to actually attach it??? :confused:

Anyways, hoping I don't need to call again to fix anything...

Email hotel to confirm if an e-cert is properly attached. Donít trust what Marriott tells you.

BrightlyBob Feb 14, 20 10:49 pm

I have exactly the same issue, I wanted to use the 75N cert for a peak summer night at the Sheraton Seattle at 40k points but it wouldn’t attach online so I had to call. It took the agent a long time to make it happen but I later received an email clearly confirming my reservation had been “paid” with my certificate. All good. But when I was idly checking my reservations online recently I saw that in fact it was displaying as a Points Advance booking and invited me to deduct the points. And so began a back-and-forth email trail with customer services that they now believe is resolved with an email from the hotel stating they see I’m arriving and “am using my points” - um no, I’m using a cert. This is important as the Sheraton Seattle is going up to a Cat6 in March and this cert will no longer be able to be used, so if it’s still a fluff-up there’s going to be even more hassle sorting it out when Bonvoy deducts the 60,000 points from my account two weeks before checkin. Even so, I’m considering letting this ride in the hope that as a known problem there will probably be a fix over the next 6 months, and if not, I’ll have to return back to Bonvoy when I’ll just forward my email chain and they can correct it from there...

But really, Bonvoys IT gremlins just wont go away and it’s us, allegedly their most valued customers, that have to cope with the wreckage. As a lifetime Titanium I am genuinely thinking of taking a status match from Hilton and a couple of years out from Bonvoy as this tale of IT woe is taking up too much of my time, I’ve my own business to run, not Bonvoys!

dimon84 Feb 15, 20 6:52 am

Glad I found this thread. I have tried to book with the 75N certificate for 2 days now and tried 10 different hotels - same story no place to click to attach the certificate!

theOtherHolmes Feb 15, 20 11:31 am

Iím back to square one with this certificate. The hotel says they donít see the booking attached with e-cert and yet Marriott customer service says it is attached. Ah well. i cancelled the entire booking.

azepine00 Feb 15, 20 7:44 pm

After being assured that cert was attached a couple weeks back we checked out to see points deducted instead of a cert. A call and escalation eventually fixed it...

Flyer1986 Feb 16, 20 11:09 am

Update on my experience.
So it looks like the certificate is attached, and a Marriott customer service person confirmed with the hotel that my reservation exists.
That said it looks like until I actually do my stay (in October) I will not be able to see any reservations in my account without manually looking them up.
And looking up the certificate reservation with its number shows me nothing (Marriott agents say it still exists though).

lockman21 Feb 17, 20 9:19 pm


Originally Posted by Flyer1986 (Post 32078576)
Update on my experience.
So it looks like the certificate is attached, and a Marriott customer service person confirmed with the hotel that my reservation exists.
That said it looks like until I actually do my stay (in October) I will not be able to see any reservations in my account without manually looking them up.
And looking up the certificate reservation with its number shows me nothing (Marriott agents say it still exists though).

I used my 35K certs from the last promotion and my 40K 75N cert a couple weeks ago and I can assure you, that reservation showed up in my account.


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