Travel Packages Update

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Old Aug 20, 18, 4:03 pm
  #1  
Company Representative, Marriott Rewards
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Join Date: Apr 2018
Posts: 25
Travel Packages Update

Members,

This past Saturday, new Travel Packages became available for purchase for members. At the same time, due to system capabilities, we initiated 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 Travel Package one category lower. This process will cancel your current Travel Package, reissue a Travel Package one category lower and result in a refund of 30,000 points to your account. To submit a request, follow these steps:
  • Select “Packages - Deals” from the “Topic” drop down menu
  • Submit your request
As a reminder, status.marriott.com will periodically have additional updates.

Kind regards,
Marriott Rewards Insider
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Old Aug 20, 18, 4:09 pm
  #2  
Company Representative - Starwood
 
Join Date: Aug 2011
Programs: SPG
Posts: 701
Travel Packages Update

Members,

This past Saturday, new Travel Packages became available for purchase for members. At the same time, due to system capabilities, we initiated 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 Travel Package one category lower. This process will cancel your current Travel Package, reissue a Travel Package one category lower and result in a refund of 30,000 points to your account. To submit a request, follow these steps:
  • Select “Packages - Deals” from the “Topic” drop down menu
  • Submit your request

As a reminder, status.marriott.com will periodically have additional updates.


Kind regards,

Alexandra B.
Specialist, Social Media
Marriott International

[email protected]
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Old Aug 20, 18, 4:41 pm
  #3  
 
Join Date: Mar 2010
Posts: 976
Originally Posted by Starwood Lurker IV View Post
Members,

This past Saturday, new Travel Packages became available for purchase for members. At the same time, due to system capabilities, we initiated 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 Travel Package one category lower. This process will cancel your current Travel Package, reissue a Travel Package one category lower and result in a refund of 30,000 points to your account. To submit a request, follow these steps:
  • Select “Packages - Deals” from the “Topic” drop down menu
  • Submit your request

As a reminder, status.marriott.com will periodically have additional updates.


Kind regards,

Alexandra B.
Specialist, Social Media
Marriott International

[email protected]
Thank you Alexandra. What if a member wants to exchange for 1 category higher?
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Old Aug 20, 18, 5:18 pm
  #4  
 
Join Date: Jul 2008
Location: Chicago, IL
Programs: Starwood Gold
Posts: 120
Hi Alexandra,

Prior to the loyalty program consolidation this past weekend I had 2 reservations for 7 nights each at the same property. I applied the travel package to the nights that are mostly likely for my travel. But in the case where I need to travel on the other date will I be able to call in and make this date change? If this cannot be accommodated would I be able to extend my travel package certificate? Thank you.
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Old Aug 20, 18, 5:21 pm
  #5  
 
Join Date: May 2010
Location: NYC
Programs: Starwood PG, Delta SkyMiles, AA/Alaska, Priority Club
Posts: 6
I was specifically quoted by Marriott agents that my Category 6 package would be able to be used at a Category 6 hotel. Reading the threads here I see I was not the only one told this information.

I still expect to use my certificate at a category 6 hotel, otherwise I have been defrauded.
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Old Aug 20, 18, 5:29 pm
  #6  
 
Join Date: Jul 2008
Location: Chicago, IL
Programs: Starwood Gold
Posts: 120
Hi Marriott Rewards Insider,

Prior to the loyalty program consolidation this past weekend I had 2 reservations for 7 nights each at the same property. I applied the travel package to the nights that are mostly likely for my travel. But in the case where I need to travel on the other date will I be able to call in and make this date change? If this cannot be accommodated would I be able to extend my travel package certificate? Thank you.
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Old Aug 20, 18, 5:49 pm
  #7  
 
Join Date: Aug 2001
Location: Toronto, Canada
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... wasn’t the pressure testing done in the two years leading up to August 18? What a joke.
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Old Aug 20, 18, 6:02 pm
  #8  
 
Join Date: Aug 2002
Location: St. Louis, MO
Posts: 1,227
Originally Posted by Marriott Rewards Insider View Post
Members,

This past Saturday, new Travel Packages became available for purchase for members. At the same time, due to system capabilities, we initiated 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 Travel Package one category lower. This process will cancel your current Travel Package, reissue a Travel Package one category lower and result in a refund of 30,000 points to your account. To submit a request, follow these steps:
  • Select “Packages - Deals” from the “Topic” drop down menu
  • Submit your request
As a reminder, status.marriott.com will periodically have additional updates.

Kind regards,
Marriott Rewards Insider
Respectfully, the right thing to do was to publish the conversion chart on your website before August 18 so that people could have chosen what they actually wanted instead of having to guess. This refund option doesn't cure the problem. The way to remedy that is to now let people upgrade or downgrade as a one time courtesy. I hope that you will go to your superiors and explain this. Thank you, and I do appreciate your work here.
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Old Aug 20, 18, 7:17 pm
  #9  
 
Join Date: Aug 2018
Programs: Marriott
Posts: 32
Alexandra,

I have a Cat 8 attached to a property that moved to a Cat 6. I know it will be honored if we don't make any changes, and I hope to be able to keep that reservation, but what happens if we need to adjust the travel dates? Will I no longer have access to that hotel? Will I have the opportunity to upgrade with points?

If not, and I'm downgraded to a Cat 5, I understand that 30,000 points will be refunded. However, that doesn't make me whole. I was assured when I booked this travel package that it would be upgradeable. Additionally, 30% of the Cat 8 hotels moved to Cat 6 (including ALL of the hotels I was interested in). Had I known BEFORE the merge that my cert would only map to Cat 5, I would not have purchased a Cat 8--I would have purchased a Cat 9. I REPEATEDLY contacted Marriott and SPG and asked about the mapping both online and by phone but was told that they'd get back to me. No one ever did. I then called to upgrade my cert to a Cat 9, but "the system was down" and no one could do the upgrade. Then, the clock ran out.

I feel like I was robbed of the opportunity to upgrade to a Cat 9 when I still had the chance...is there a way to ensure that I can keep my Cat 6 hotel if I need to change the dates? Again, should I need to change the reservation, I do not mind paying the difference in points I would have paid to upgrade before the transition date had the system allowed it. Im not trying to game the system. I just want to be kept whole.
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Old Aug 20, 18, 8:00 pm
  #10  
 
Join Date: Sep 2009
Location: Jakarta
Programs: *wood & marriott plat, Hyatt, Accor
Posts: 403
Originally Posted by Starwood Lurker IV View Post
Members,

This past Saturday, new Travel Packages became available for purchase for members. At the same time, due to system capabilities, we initiated 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 Travel Package one category lower. This process will cancel your current Travel Package, reissue a Travel Package one category lower and result in a refund of 30,000 points to your account. To submit a request, follow these steps:
  • Select “Packages - Deals” from the “Topic” drop down menu
  • Submit your request

As a reminder, status.marriott.com will periodically have additional updates.


Kind regards,

Alexandra B.
Specialist, Social Media
Marriott International

[email protected]
Thank you Alexandra. Appreciate your info and Marriott flexibility. Just 3 quick questions.

1. When is the dealline to change cancel and reissue?

2. Can we just cancel and not re-issue? And getting the original points back.

3. Will there be a 1 time extension of 1 year. I bought 6 travel packages thinking I am able to extend it for a year. Which was true previously, unless Marriot have changed the rules. Technically it was cancel and reissue, thus valid for an additional year.

Again thank you Lurker. Really appreciate your assistance.
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Old Aug 20, 18, 8:35 pm
  #11  
 
Join Date: Jan 2000
Programs: AA Platinum, Marriott Platinum, SPG Platinum
Posts: 924
Originally Posted by Starwood Lurker IV View Post
Members,

This past Saturday, new Travel Packages became available for purchase for members. At the same time, due to system capabilities, we initiated 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 Travel Package one category lower. This process will cancel your current Travel Package, reissue a Travel Package one category lower and result in a refund of 30,000 points to your account. To submit a request, follow these steps:
  • Select “Packages - Deals” from the “Topic” drop down menu
  • Submit your request

As a reminder, status.marriott.com will periodically have additional updates.


Kind regards,

Alexandra B.
Specialist, Social Media
Marriott International

[email protected]
I've spent four hours on the phone tonight with two different call centers, even after quoting your post over 10 supervisors claim that this is not possible until September 18th. Is there some magic word I need to be using?
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Old Aug 20, 18, 9:20 pm
  #12  
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Location: Florida
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Apparently the troops at the call centers have not received the memo about "successfully pass the pressure test" so today the travel package cert can be used... So as the system apparently has not been told it has passed the "pressure test".

Many reports on the net that people spent hours with different call centers, both front line and supervisor level customer service, NO ONE has been able to use the travel package cert as of now.

The PR sprint is totally out of control after the backlash.
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Old Aug 20, 18, 9:42 pm
  #13  
 
Join Date: Apr 2016
Posts: 166
I would love to be able to upgrade and / or extend my certificate as well.
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Old Aug 20, 18, 10:25 pm
  #14  
 
Join Date: Feb 2003
Location: NY Metro
Programs: SPG Platinum Ambassador, United Premier 1K
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Originally Posted by jmail1 View Post
I've spent four hours on the phone tonight with two different call centers, even after quoting your post over 10 supervisors claim that this is not possible until September 18th. Is there some magic word I need to be using?
Bazinga!
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Old Aug 21, 18, 3:08 am
  #15  
 
Join Date: Aug 2018
Posts: 27
Alexandra B. -
The one-time exchange for one category lower for Category 6, Category 8 or Tier 1-3 certificates before 8/18 with the 30K refund is a start, but the only fair solution is for that same group of people to have a one-time upgrade for one category higher for a fee of 30K points. I state this because people were forced to make decisions without the new category map that was kept from them. This meant that people depended highly on input from the CRP and they were just winging it or misleading people to buy the dud categories. The best thing for Marriot to do to avoid massive numbers of complaints to multiple state Department of Justice Attorney General Office Consumer Protection Departments, Better Bussiness Bureaus.
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