problem with Visa free night cert
 

Okay, so I make reservations by phone for 2 nights at the Downtown PHL Marriott. I told the reservationist that I am using the cert for the free night that comes with the Marriott Premier Visa and will be paying for the next night.

We check in and the desk guy at check-in says, "I see you're using points." "Um no, I'm using the free cert from Visa." He goes on to say that they're the same thing. I explained they're not and I thought he finally understood. So today, checking on-line, I see that 25,000 points were deducted from the account.

I just hung up from the CSR and it was VERY difficult for me to make her understand the situation. She kept saying that in order to get a certificate you must use 25,000 points. Anyway, I now have a file number and am hoping for the best.

I'm only telling this story so anyone using this Visa cert makes sure that the check-in desk has it right.

To add insult to injury, I have to say it was the worst hotel stay I ever had. On our second night, we were (I think) the only ones on the floor who weren't with a convention that was taking place there. People were yelling and partying and in and out of rooms with doors slamming until 5:00 AM. My stays at that hotel have always been fine, but not this time.

Bobette

Similar challenge
 

I've had a similar event. Knew I'd be receiving a cert in April. Planned to be in Paris in early June. Tried to make a reservation to use the prospective cert, but CSR said reservation could only be made with points unless the cert was in hand, though it could be changed later. Made reservation with points. Once cert arrived, called to change it to a cert reservation. Kept all the confirming e-mails. Surrendered the cert at checkin. On return home, account showed points deducted. Called MR, they assured me the points would be restored and the cert applied. A week later the cert came back in the mail and no points adjustment was made. Very frustrating (and now I have to find a place/time to use the cert since I've finished this year's big vacation).

Hmmmm. I just click the button that says "I already have the certificate in hand" (or whatever). Worked fine for me last year, and I have my 2007 stay booked at the Mystic Marriott this way later this summer. When I check in, I'll fork over the certificate...I certainly hope they don't go trying to snag 25k from me at the same time!

The Visa cert isn't mailed any longer. The award was posted to my account and is "sent" to the hotel.

Cool...hopefully by next year they will have all of this figured out!!

I'm not sure why MR was telling you that you needed the cert in hand just to make a reservation. How would they know whether you had one in hand or not? You definitely would need it in hand (or in your eaccount) when you check-in. Normally, I just make my reservations online. If I plan on using a CC cert, I just check the "Already have a cert, don't deduct points" check-box when I make my reservations.


Not all CC certs are e-certs yet. All the Cat 4 certs are electronic, but the Cat 5 cert we receive on renewal of our Premier Visa isn't yet.

I'm the original poster and I did talk to the manager at the PHL Marriott where the error occurred. He told me that they staple a copy of the free night cert (or award cert) to your reservation. He checked mine out and said that they would credit the 25,000 points back and it would take 48 hours. This was yesterday so we'll see if they are credited.......nothing yet.

Bobette

Just curious as to which Paris hotel you were going to redeem it for. I thought (but could be wrong) that all Paris hotels are Category 6 and above. Is it possible to use the cert toward a higher category hotel and pay up?

There are two CYs in Paris that are below Cat 6. One is a Cat 5 and the other a Cat 4.

You're right. I was thinking of central Paris.

Today Marriott redeposited the 25,000 points that they mistakenly removed. ^^^^ Marriott

I have one of those too and I'm using it at a yet unopened Courtyard in Bangkok, Thailand. I'll be using it on the very last day of my 6-month deadline period to use it. Res agent said no problem and I have an e-mail to back it up when I get there (it's an electronic cert). Property opens next month, I'll be there early November...(property better open next month!).

It will probably open, but this won't stop the ongoing noise disturbances in the area as there are 7 other ongoing condo/hotel projects working to all hours of the morning within spitting range.

I had a similar problem. When I checked in, they didn't have the e-certificate on file. I think they eventually gave me a free night even though they never saw my certificate.... and my 34A certificate is still listed as unredeemed under my marriottrewards account.

I also have to say this experience led to one of the worst hotel stays I've had. Later on that night, I was watching a fireworks display out in the distance over one of the suburbs from my room. The Renaissance has this modern 2-foot tall, wooden stool with really sharp edges sticking out in every direction.. I pushed it over to the window so I could sit down on it and wait for the grand finale. I then get up to get a drink, and knock my leg as hard as I could against the sharp edge of the stool. My leg was bleeding, caused a large bump on my leg, and I was laying on the floor in intense pain. Then I look up, holding my leg in pain, and I see the grand finale going off.. I watch the entire finale while grimacing in pain. That was a surreal experience.. lol.