Missing Marriott Certificates After Modifying Reservation
Aug 19, 2021 | 5:01 pm
#1
Original Poster
Join Date: Aug 2010
Posts: 551
Missing Marriott Certificates After Modifying Reservation
Hi, I'm wondering if you guys can help me or if I'm just imagining things. I've spent over 3 hours talking to Marriott right now, and even to supervisors, and none of them have been any help. I've sent a detailed email with screenshots and proof and everything, and all I got was a generic response where the person didn't even read my email.
So in July of 2021, I made a reservation with 5x Certificates that all expire next Jan 2022. These are the certificates that have been extended twice due to covid. These are the exact Certificates that I used as per the screenshot. I then modified my reservations so that I only used 2x certificates now instead of 5x. After the modifications, I no longer see the "SPG AXP Small Bus Anv FNA up to 35k points" Certificate on my account and I only 1x of the "Premier Plus Free Night Award up to 35,000 points" Certificate in my account instead of 2x which shows that I had in the initial reservation.
My question is, after modifying them, can the names of the certificates change to something else, so that they're still in my account, but named something else? Or did they disappear completely? I haven't been keeping track of the number of certificates I had, because I have a lot of different Marriott Credit cards, and due to covid, haven't been really able to use any of them.
I'm pretty sure I'm missing 2 certificates, and that there's a bug in the system that cannot find these because they're older certificates that are no longer generated by their system, and that the 2x extensions have complicated things severely.
So in July of 2021, I made a reservation with 5x Certificates that all expire next Jan 2022. These are the certificates that have been extended twice due to covid. These are the exact Certificates that I used as per the screenshot. I then modified my reservations so that I only used 2x certificates now instead of 5x. After the modifications, I no longer see the "SPG AXP Small Bus Anv FNA up to 35k points" Certificate on my account and I only 1x of the "Premier Plus Free Night Award up to 35,000 points" Certificate in my account instead of 2x which shows that I had in the initial reservation.
My question is, after modifying them, can the names of the certificates change to something else, so that they're still in my account, but named something else? Or did they disappear completely? I haven't been keeping track of the number of certificates I had, because I have a lot of different Marriott Credit cards, and due to covid, haven't been really able to use any of them.
I'm pretty sure I'm missing 2 certificates, and that there's a bug in the system that cannot find these because they're older certificates that are no longer generated by their system, and that the 2x extensions have complicated things severely.
Aug 19, 2021 | 6:27 pm
#2
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, AS MVP Gold, MR LTT, HH Dia, IHG Dia, Amex Plat
Posts: 37,414
did you try and do that online? That is usually a recipe for disaster. These routinely go missing. The lurkers should be able to help.
Aug 20, 2021 | 6:45 am
#4
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,753
I have PM'ed the lurkers when I had lost certificates or points not returned properly from cancelled or modified reservations. They have also resolved it quickly and efficiently. OP, PM the lurkers and send them your MR number along with the reservation number and they should be able to get your missing certificates returned.
--Jon
--Jon