computer glitch prevents e-cert usage
 

I received an e-certificate for renewing my MR Chase credit card, and am finding it quite frustrating to redeem this certificate. On the web site, my account shows the e-cert, but when I went to book a Cat 5 property (Residence Inn Foggy Bottom, DC) the reservation software wants to take points from my account and there's no option to redeem the e-cert.

So after a few false starts on the web site, I call the 800 number for reservations figuring they will be able to do this. I get a sympathetic agent who admits that there is a 'computer glitch' that prevents using the e-cert ahead of points on bookings. She says she'll make the booking, then transfer me over to customer care who will be able to fix the glitch and put the certificate on my reservation.

After getting my credit card for a guarantee, she transfers me to customer care which, you guessed it, is closed for the night. Line goes dead. I go back on line to see that I now have a reservation for a reward stay, but no e-cert attached to it.

Anyone else experienced this problem? A year ago, I had no trouble using a one night e-cert for a room reservation that I booked over the web.

I guess United isn't the only big travel company with computer shortcomings.

whenever I choose the points option, the Marriott system has always given me the option of opting to use an available cert as priority over points so have no idea why this agent would say this.......

Got a very generic email response from my query/complaint through Marriott's web site. Is this usual? I've copied the text below:

Thank you for contacting Marriott Customer Care and advising us of the difficulties you encountered with our toll-free number.

Although it is never pleasant to hear of problems encountered by our guests, this feedback does allow us to discover our shortcomings and make improvements. Please be assured that this was a rare occurrence; our associates are carefully monitored to ensure they are providing our guests with the type of service normally associated with Marriott.

We hope that you will accept our sincere apologies, and that this error will not deter you from using our Marriott toll-free number. Feedback from concerned guests such as yourself enables us to maintain the high level of quality service for which Marriott is known. We have forwarded your concerns to management for consideration and further action.

If we can be of further assistance, please reply to this email.

Thank you for choosing Marriott.

Regards,

Got the problem solved with a call to reservations today. The agent was able to apply the e-cert without involving Customer Care or anyone else. I guess that HUCA is a useful strategy with Marriott. I've become accustomed to in on United.

Has anybody else had difficulty in attaching e-certs from credit card renewals to a one night room reservation? This worked fine for me over the web last year, but this year not so much.

Yes I did have difficulty, but with Megabonus certs instead. A few times I wasn't given the option to use the cert when I didn't have enough points (or maybe the cert was too new?)

In any case, a call to MR reservations fixed it

Yeah, crimsona, seems to me transportprof just got unlucky with a rep that didn't know how things worked and the closure of the office leading to a dead line. Annoying, but it happens.

I've had the same problem with Ecerts resolved by a phone call easily enough. Good to see second call got transportprof the right outcome.

Old motto... If at first you don't succeed, try again!