E-certificate NOT Attached AT ALL for 40K Cert Redemption
Jan 28, 20, 5:14 pm
#1
Original Poster
Join Date: Mar 2013
Programs: Aeroplan, Amex AeroPlat
Posts: 860
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 that’s not true, as the booking still shows as “Good you have earned all the points! Deduct now... “ and NO E-CERTIFICATE IS ATTACHED TO THE RESERVATION.
So when is the IT snafu going to be fixed? And if it’s 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 can’t 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.
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 that’s not true, as the booking still shows as “Good you have earned all the points! Deduct now... “ and NO E-CERTIFICATE IS ATTACHED TO THE RESERVATION.
So when is the IT snafu going to be fixed? And if it’s 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 can’t 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.
Last edited by theOtherHolmes; Jan 29, 20 at 9:18 am
Jan 28, 20, 5:31 pm
#2
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Plat Pro; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 6,419
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.
Jan 28, 20, 5:34 pm
#3
Original Poster
Join Date: Mar 2013
Programs: Aeroplan, Amex AeroPlat
Posts: 860
Originally Posted by beachfan
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.
Jan 29, 20, 6:16 am
#4
Join Date: Jan 2016
Programs: SkyTeam Elite, HH Gold, Marriott Titanium
Posts: 263
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.)
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.)
Jan 29, 20, 7:38 am
#5
Original Poster
Join Date: Mar 2013
Programs: Aeroplan, Amex AeroPlat
Posts: 860
Originally Posted by Handcake
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.)
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?
Jan 29, 20, 7:47 am
#6
Join Date: Jan 2016
Programs: SkyTeam Elite, HH Gold, Marriott Titanium
Posts: 263
Originally Posted by theOtherHolmes
Thanks! Does your reservation shows it has e-certificate online?
I actually emailed the hotel and they said that the certificate is sent directly to them.
Jan 29, 20, 9:11 am
#7
Join Date: Jun 2018
Location: Hong Kong
Programs: CX MPC Gold, Mariott Titanium
Posts: 52
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.
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.
Jan 29, 20, 9:16 am
#8
Original Poster
Join Date: Mar 2013
Programs: Aeroplan, Amex AeroPlat
Posts: 860
Originally Posted by Oneworldflyer64
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.
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.
Though it reinforces my thinking that I won’t ever try for titanium again. I will just hit P and switch to Hilton or Hyatt. Marriott’s IT is done by monkeys...
Jan 29, 20, 9:21 am
#10
Join Date: Jun 2018
Location: Hong Kong
Programs: CX MPC Gold, Mariott Titanium
Posts: 52
Originally Posted by theOtherHolmes
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 won’t ever try for titanium again. I will just hit P and switch to Hilton or Hyatt. Marriott’s IT is done by monkeys...
Though it reinforces my thinking that I won’t ever try for titanium again. I will just hit P and switch to Hilton or Hyatt. Marriott’s IT is done by monkeys...
Jan 29, 20, 11:03 am
#12
Original Poster
Join Date: Mar 2013
Programs: Aeroplan, Amex AeroPlat
Posts: 860
Originally Posted by JBauer
Same issue here. And wait till you cancel the stays— the points never go back to you. I’m fighting that now.
Jan 29, 20, 12:33 pm
#13
Join Date: Jul 2018
Location: Italy
Programs: Accor Plat, Marriott Plat, IHG Plat, Amex Plat, Alitalia CFA, Emirates/Oman air Silver
Posts: 1,212
Originally Posted by theOtherHolmes
I didn’t use points; it’s a 40K certificate from 75N gift.
I’ve been suggested to contact by phone the CC to make the reservation with them ...
Jan 29, 20, 12:34 pm
#14
Join Date: May 2019
Posts: 5
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.
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.
