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Just cancelled my Tier 1-3 and got 195K back...first try!
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Originally Posted by Willbur
(Post 30108407)
The response to my request for downgrade and subsequent 30k refund...
"We are currently experiencing technical difficulties with our website. Our corporate office has been notified of the issue, and this issue should be corrected soon. I’m sorry for the inconvenience and appreciate your patience in this matter. Please know any needed refunded Marriott Rewards points will be returned as soon as possible." "Thank you for contacting Marriott Customer Care regarding your travel package details. As you know, this past Saturday, new Travel Packages became available for purchase. At the same time, due to system capabilities, we had to place a month-long blackout on cancellations and modifications to existing Travel Package certificates. After pressure testing our new system over the weekend, we’re happy to relay that starting today, the blackout period is over. In addition, members who purchased a Category 6, Category 8 or Tier 1-3 certificate prior to 8/18 are able to request a one-time exchange for a package one category lower. To submit a request, contact us at https://www.marriott.com/marriott/contact.mi. Select "packages – deals" from the drop down menu." |
Originally Posted by skimthetrees
(Post 30112102)
The takeaway here is that there is a way for supervisors to upgrade your legacy package one level up. I think the supervisor I talked to made a mistake and was not supposed to do it, and I did not want him to do it, but the system does allow supervisors to do it.
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Originally Posted by skimthetrees
(Post 30112102)
I believe you are right. Any certs reissued have to be as new certs (new categories). A supervisor attempted to fix the problem for me but ended up making another mistake. I had an old cat 8 cert before the first agent mistakenly cancelled it (not her intention, she just did not know how the system worked). The supervisor reissued a new cat 6 certificate by mistake when it probably should have been a new cat 5. This would be fine except the system charged me an extra 30k points to make it happen which the supervisor evidently did not realize. So now they have basically upgraded my old cat 8 plus 30k points to an old cat 9 which maps to a new cat 6. Unfortunately I have no use for a new cat 6. I want a new cat 5 plus 30k refund instead of a 30k upgrade to a new cat 6 which I have no use for. If they gave me a new cat 7 I could use that but I am pretty sure that is not happening. So, it is going to take another hour on the phone to try and fix it again.
The takeaway here is that there is a way for supervisors to upgrade your legacy package one level up. I think the supervisor I talked to made a mistake and was not supposed to do it, and I did not want him to do it, but the system does allow supervisors to do it. |
Originally Posted by chongl
(Post 30112133)
Just cancelled my Tier 1-3 and got 195K back...first try!
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Originally Posted by TopGunner
(Post 30112204)
Via which number or channel? Struggling to find anyone who can do this, need to make some new bookings outside the new mapping for my cert.
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I strongly suggest you guys who are struggling to also follow the comment section on Lucky's article Scroll down the comment section to see the latest DPs.
https://onemileatatime.com/marriott-...omment-3996510 Marriott has responded to people who followed the instruction to get refund by NO REFUND etc etc. Here is the blog piece which essentially conveyed the same crap as the Marriott Insider post on Aug 20th after 5pm on FT. People followed the steps to request refunds and so far no one has gotten a positive reply! The latest comments are quite troublesome if that is still the "company lines" fed to the agents or their social media team (those folks who replied the Contact link) |
Originally Posted by rny321
(Post 30112185)
It's ironic, but not funny, that you received an unwanted upgrade to a Cat 6 for 30K and I tried unsuccessfully to do the same.
First, original legacy cert mistakenly lost when uninformed agent cancelled the reservation it was attached to and did not (could not) put the cert back into my account. Instead I ended up with a cancelled cert and a refund of 135k points for the OC8 cert. Second, supervisor mistakenly reissued in the wrong new category 6 which is one higher than it should have been and the system charged me 30k extra points for the new cat 6 (on top of the 135k points from the cancellation of the original OC8 cert) with the end result being I have an upgrade from an OC8 to an OC9 (new cat 5 to a new cat 6) for 30k additional points which would be great if I could use it but since I will be booking a NC5 Starwood property I would prefer a NC5 plus 30k points refund. |
Originally Posted by skimthetrees
(Post 30112102)
I believe you are right. Any certs reissued have to be as new certs (new categories). A supervisor attempted to fix the problem for me but ended up making another mistake. I had an old cat 8 cert before the first agent mistakenly cancelled it (not her intention, she just did not know how the system worked). The supervisor reissued a new cat 6 certificate by mistake when it probably should have been a new cat 5. This would be fine except the system charged me an extra 30k points to make it happen which the supervisor evidently did not realize. So now they have basically upgraded my old cat 8 plus 30k points to an old cat 9 which maps to a new cat 6. Unfortunately I have no use for a new cat 6. I want a new cat 5 plus 30k refund instead of a 30k upgrade to a new cat 6 which I have no use for. If they gave me a new cat 7 I could use that but I am pretty sure that is not happening. So, it is going to take another hour on the phone to try and fix it again.
Might be hope for me yet trying to get a straight Old 5 to new 4 |
Originally Posted by skimthetrees
(Post 30112102)
I blame Marriott for not training their agents properly. The first agent was just wrong and the second agent only knew how it worked from first hand experience not instruction from Marriott.
I believe you are right. Any certs reissued have to be as new certs (new categories). A supervisor attempted to fix the problem for me but ended up making another mistake. I had an old cat 8 cert before the first agent mistakenly cancelled it (not her intention, she just did not know how the system worked). The supervisor reissued a new cat 6 certificate by mistake when it probably should have been a new cat 5. This would be fine except the system charged me an extra 30k points to make it happen which the supervisor evidently did not realize. So now they have basically upgraded my old cat 8 plus 30k points to an old cat 9 which maps to a new cat 6. Unfortunately I have no use for a new cat 6. I want a new cat 5 plus 30k refund instead of a 30k upgrade to a new cat 6 which I have no use for. If they gave me a new cat 7 I could use that but I am pretty sure that is not happening. So, it is going to take another hour on the phone to try and fix it again. The takeaway here is that there is a way for supervisors to upgrade your legacy package one level up. I think the supervisor I talked to made a mistake and was not supposed to do it, and I did not want him to do it, but the system does allow supervisors to do it. Could you kindly posted information regarding above? This would help many who are still struggling in the dark. Many thanks. |
Originally Posted by skimthetrees
(Post 30112268)
I received it though a roundabout route of multiple errors on the part of Marriott. It may be very difficult to get this to happen otherwise.
First, original legacy cert mistakenly lost when uninformed agent cancelled the reservation it was attached to and did not (could not) put the cert back into my account. Instead I ended up with a cancelled cert and a refund of 135k points for the OC8 cert. Second, supervisor mistakenly reissued in the wrong new category 6 which is one higher than it should have been and the system charged me 30k extra points for the new cat 6 (on top of the 135k points from the cancellation of the original OC8 cert) with the end result being I have an upgrade from an OC8 to an OC9 (new cat 5 to a new cat 6) for 30k additional points which would be great if I could use it but since I will be booking a NC5 Starwood property I would prefer a NC5 plus 30k points refund. I was told my NC4 (at 75K value) would require 60K to become a NC5, being 135K - 75K = 60K. If I understand the math correctly, Had the supervisor not made the mistake, you would get back 30K refund and a NC5. But now you are paying essentially 30K + 30K (the refund) to result to a NC6? Does this make sense, that the "upgrade" actually cost 60K in total, not just the additional 30K because the other 30K is coming out from the possible 30K refund had it be a NC5 (OC7) ? I wonder how much is the cost for a Partial NC6? |
Folks, this is the latest DPs reported in the comment section of Lucky's blog on the TP treatment.
Indeed Marrriot has NOT communicated the latest company line to the front line reps or its social media team that handles inquiries (the link we are told to request refund is to this team) The information provided by Lucky the blogger, is the same as the information Marriott Insider posted on FT yesterday Aug 20th after 5pm. Almost 24 hours passed, it seems nobody at Marriott customer service dept has received the memo yet, let alone any training to do the "right thing". Pathetic. Elil says:August 21, 2018 at 3:25pm [MENTION=29614]lucky[/MENTION] The information provided to you is incorrect. As stated by multiple folks above, Marriott responded to my request stating that “After further reviewing your account, I see that your certificate is not attached to your reservation.Any certificates that were not attached to reservations prior to August 17, 2018 will not be honored. There will be no adjustment of points for the category changes, and you will need to book at the points rate for the new category. There will be a month long black out period ending mid September, where you will be unable to access your certificates. Once access to use them are restored, guests will have the ability to book reservations through http://www.marriott.com”Not only are they not reimbursing the points, the information provided that you can use the certificates as of yesterday is also incorrect. The E-mail clearly restates the blackout period until mid September. Marriott’s statement to you is either deliberately false or has just been communicated to the bloggers yet awaiting communication to their own CS department. Please do update your post accordingly |
Originally Posted by skimthetrees
(Post 30112268)
I received it though a roundabout route of multiple errors on the part of Marriott. It may be very difficult to get this to happen otherwise.
First, original legacy cert mistakenly lost when uninformed agent cancelled the reservation it was attached to and did not (could not) put the cert back into my account. Instead I ended up with a cancelled cert and a refund of 135k points for the OC8 cert. Second, supervisor mistakenly reissued in the wrong new category 6 which is one higher than it should have been and the system charged me 30k extra points for the new cat 6 (on top of the 135k points from the cancellation of the original OC8 cert) with the end result being I have an upgrade from an OC8 to an OC9 (new cat 5 to a new cat 6) for 30k additional points which would be great if I could use it but since I will be booking a NC5 Starwood property I would prefer a NC5 plus 30k points refund. |
Originally Posted by chongl
(Post 30112133)
Just cancelled my Tier 1-3 and got 195K back...first try!
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Originally Posted by Happy
(Post 30112395)
Folks, this is the latest DPs reported in the comment section of Lucky's blog on the TP treatment.
Indeed Marrriot has NOT communicated the latest company line to the front line reps or its social media team that handles inquiries (the link we are told to request refund is to this team) The information provided by Lucky the blogger, is the same as the information Marriott Insider posted on FT yesterday Aug 20th after 5pm. Almost 24 hours passed, it seems nobody at Marriott customer service dept has received the memo yet, let alone any training to do the "right thing". Pathetic. Elil says:August 21, 2018 at 3:25pm [MENTION=29614]lucky[/MENTION] The information provided to you is incorrect. As stated by multiple folks above, Marriott responded to my request stating that “After further reviewing your account, I see that your certificate is not attached to your reservation.Any certificates that were not attached to reservations prior to August 17, 2018 will not be honored. There will be no adjustment of points for the category changes, and you will need to book at the points rate for the new category. There will be a month long black out period ending mid September, where you will be unable to access your certificates. Once access to use them are restored, guests will have the ability to book reservations through http://www.marriott.com”Not only are they not reimbursing the points, the information provided that you can use the certificates as of yesterday is also incorrect. The E-mail clearly restates the blackout period until mid September. Marriott’s statement to you is either deliberately false or has just been communicated to the bloggers yet awaiting communication to their own CS department. Please do update your post accordingly |
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