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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 28, 20 4:14 pm

E-certificate: Solved Thanks
 
EDIT: apparently this is known IT issue and despite not showing up on the website, on the backend the e-cert is properly attached.. I will email the hotel to confirm.


At least on three separate occasions various Marriott CSR confirmed that 40K free night certificate was used properly to secure a cat 5 hotel for one night and when I checked online, NO thatís not true, as the booking still shows as ďGood you have earned all the points! Deduct now... ď and NO E-CERTIFICATE IS ATTACHED TO THE RESERVATION.

So when is the IT snafu going to be fixed? And if itís not fixed in time, will I be requested by the hotel to pay the cash rate ($500 a night) when the e-cert is not attached 1 or 2 weeks prior to the stay?

Why canít Marriott do this right? Eg take away the bloody 40k certificate and just give me 40K points to use for the night?

Seriously, .... No incentive at all for me to make Titanium again ever.

beachfan Jan 28, 20 4:31 pm

Check the website if you are looking a tthe app. I had that issue for several reservations (looking on the app), when I looked on marriott.com, it was showing correctly.

theOtherHolmes Jan 28, 20 4:34 pm


Originally Posted by beachfan (Post 32005713)
Check the website if you are looking a tthe app. I had that issue for several reservations (looking on the app), when I looked on marriott.com, it was showing correctly.

Yeah I checked the website; not app. The mobile app wouldnít even show e-cert even if itís properly attached.

Handcake Jan 29, 20 5:16 am

I had an issue with the titanium 40k cert. It was somehow bugged. I called, and they fixed it right away. What they did is made a reservation using points for the day/hotel I wanted and deducted 40k points from me. About an hour later, the 40k points came back and the cert disappeared.

Perhaps you didn't talk to someone who knows what they are doing? I've been there before with Marriott...

(On an aside, if you are only making titanium for the 40k cert, I'd suggest stop at 50 nights and get the Marriott credit cards that give free certs on anniversary days. Think mine gives 35k certs. Worth the annual fee imo.)

theOtherHolmes Jan 29, 20 6:38 am


Originally Posted by Handcake (Post 32007340)
I had an issue with the titanium 40k cert. It was somehow bugged. I called, and they fixed it right away. What they did is made a reservation using points for the day/hotel I wanted and deducted 40k points from me. About an hour later, the 40k points came back and the cert disappeared.

Perhaps you didn't talk to someone who knows what they are doing? I've been there before with Marriott...

(On an aside, if you are only making titanium for the 40k cert, I'd suggest stop at 50 nights and get the Marriott credit cards that give free certs on anniversary days. Think mine gives 35k certs. Worth the annual fee imo.)


Thanks! Does your reservation shows it has e-certificate online?

Handcake Jan 29, 20 6:47 am


Originally Posted by theOtherHolmes (Post 32007538)
Thanks! Does your reservation shows it has e-certificate online?

On the app it says eCertificate required prior to check in (says this for all my award bookings)

I actually emailed the hotel and they said that the certificate is sent directly to them.

Oneworldflyer64 Jan 29, 20 8:11 am

I have an even worse situation. I called to book a 40k night using the reward certificate. Instead of booking the night for me the person added 40K points to my account and booked the hotel through points. While this seemed okay during the stay, afterwards my account was locked for audit because they 'didn't find any trace of my point purchase'. Of course there was no point purchase because it was meant to be a reward certificate.

On top of that, the people I'm talking to are completely incapable of doing anything and keep telling me I have to wait 10 business days before I hear back. This is the most frustrating thing I have experience with Marriott considering I have a few stays coming up as well in a few days.

theOtherHolmes Jan 29, 20 8:16 am


Originally Posted by Oneworldflyer64 (Post 32007909)
I have an even worse situation. I called to book a 40k night using the reward certificate. Instead of booking the night for me the person added 40K points to my account and booked the hotel through points. While this seemed okay during the stay, afterwards my account was locked for audit because they 'didn't find any trace of my point purchase'. Of course there was no point purchase because it was meant to be a reward certificate.

On top of that, the people I'm talking to are completely incapable of doing anything and keep telling me I have to wait 10 business days before I hear back. This is the most frustrating thing I have experience with Marriott considering I have a few stays coming up as well in a few days.

You should be able to still check in and out of hotels without access to your account. Just deal with it later.

Though it reinforces my thinking that I wonít ever try for titanium again. I will just hit P and switch to Hilton or Hyatt. Marriottís IT is done by monkeys...

Oneworldflyer64 Jan 29, 20 8:20 am

Yes, checking in is fine, but I had some hedged bookings at the flexible rate which i wanted to swap out for the prepaid rates

Oneworldflyer64 Jan 29, 20 8:21 am


Originally Posted by theOtherHolmes (Post 32007927)
You should be able to still check in and out of hotels without access to your account. Just deal with it later.

Though it reinforces my thinking that I wonít ever try for titanium again. I will just hit P and switch to Hilton or Hyatt. Marriottís IT is done by monkeys...

and yes, I am fed up with Marriotts IT. I never had any of these problems with SPG previously

JBauer Jan 29, 20 9:51 am

Same issue here. And wait till you cancel the staysó the points never go back to you. Iím fighting that now.

theOtherHolmes Jan 29, 20 10:03 am


Originally Posted by JBauer (Post 32008340)
Same issue here. And wait till you cancel the staysó the points never go back to you. Iím fighting that now.

I didnít use points; itís a 40K certificate from 75N gift.

Dav77 Jan 29, 20 11:33 am


Originally Posted by theOtherHolmes (Post 32008396)
I didnít use points; itís a 40K certificate from 75N gift.

same problem here.... already got in touch with Marriott Lurker here ... the problem hasnít been solved, even if the 40k certificate is correctly shown on my account ....I canít use it during booking process

Iíve been suggested to contact by phone the CC to make the reservation with them ...

Flyer1986 Jan 29, 20 11:34 am

I have been having same issues as well.
Made the mistake of booking a 2 night reservation with one on points (40K) and one with the 75N certificate.
First agent attached the certificate but it still showed taking 80K points (although as a points advance, so it did not actually deduct anything).
I called in 3 times to fix, every time the agent claimed it was fixed. Finally called in a 4th time and the reservation looks different, but the agent said wait 48 hours for it to show correctly.
I feel sorry for the agents since they did nothing wrong, and it looks like a systematic issue.

LedgeT Jan 29, 20 5:23 pm

Same issue with the Titanium 75 night/40k cert. I’ve avoided using it - I don’t want it to get lost and have to deal with that.

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.

Voodoo Daddy Feb 18, 20 7:48 am

Online Cert Booking Not Working
 
In the past, I've always booked certificate redemptions by going through the process of booking a points reservation and then checking the certificate radio button prior to final booking. That option no longer appears for me, either on the website or in the app. After I struggled with it for a while, the helpful chat feature popped up, so I gave it a try. I told the Marriott employee (Edina) my problem, and she suggested I call the 877 number. I asked her if this was now the only method for redeeming certificates, and she said no, but it's an option. I said I'd rather do it online. She said, "I'm sorry. Do you have any other questions today?" I asked if the online booking feature would be fixed, and she responded, "it is working, so I don't know why you're having a problem. Do you have any other questions?" So after this less than helpful interaction, I'm unclear as to whether this is a global issue or just a problem with my account. Any other data points?

cfischer Feb 18, 20 8:07 am

What type of certificate? You should be able to e.g. book free night credit card certificates online. You cannot book e.g. 7-night travel package certificates online ... you'll have to call to book these.

Jon Maiman Feb 18, 20 8:07 am

Are you sure Edina was actually a human being? Almost sounds like some AI based auto-responder trying to match against keywords. I have never tried online Chat. From your experience, if that is typical, I probably won't in the future either.

--Jon

Voodoo Daddy Feb 18, 20 8:12 am


Originally Posted by cfischer (Post 32085657)
What type of certificate? You should be able to e.g. book free night credit card certificates online. You cannot book e.g. 7-night travel package certificates online ... you'll have to call to book these.

Sorry, I should've specified. It is an annual choice free night for reaching 75 nights during 2019.

Voodoo Daddy Feb 18, 20 8:13 am


Originally Posted by Jon Maiman (Post 32085658)
Are you sure Edina was actually a human being? Almost sounds like some AI based auto-responder trying to match against keywords. I have never tried online Chat. From your experience, if that is typical, I probably won't in the future either.

--Jon

That didn't occur to me, but it's possible. I have used online chat before and have had better experiences, but maybe that was before the robots started taking over.

dgreen12 Feb 18, 20 8:18 am


Originally Posted by Voodoo Daddy (Post 32085573)
Any other data points?

That's a known problem, here's the thread: https://www.flyertalk.com/forum/marr...edemption.html

GetSetJetSet Feb 18, 20 9:16 am

Trying to use a 50k cert but it doesn't even give me the option to attach. How can Marriott IT be this bad?

Voodoo Daddy Feb 18, 20 1:49 pm


Originally Posted by dgreen12 (Post 32085711)
That's a known problem, here's the thread: https://www.flyertalk.com/forum/marr...edemption.html

Thank you. This makes me even more annoyed with Edina's assertion that the feature is working and her implication that it was operator error.

Happy Feb 18, 20 2:14 pm

It is working, randomly. We booked a FN with 35K Chase cert, from the Cert itself.

The option to use the certs are available in the booking screen, but because of the recent reported glitch, I chose to go from the cert itself, because I also wanted to make sure the correct cert is being used (the Chase cert expires in first week of June while the AMEX cert expires in Dec).
I figured by going directly from the Cert itself, there would not be any chance for the system to use a different cert. It worked as expected. knock on wood!
Reservation does show This Reservation has eCert. Account has very little points in it anyway so no way for the system to deduct any pts. ;)

margarita girl Feb 18, 20 2:42 pm


Originally Posted by Happy (Post 32087105)
It is working, randomly. We booked a FN with 35K Chase cert, from the Cert itself.

In my case, the problem is strictly with the 40K cert from the Choice Benefits. It is not offered as an option when booking a room that costs 40K pts. No issues applying my 35K Amex certs though.


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