Update: Marriott Honors My Points Advance Reservation!
Yikes! Marriott is Not Honoring Points Advance bookings for me.
I thought everything was going smoothly, when I attached my Category 5 7 Night Travel Package on Thursday after the category increase on Tuesday. It was for the Ritz Carlton Coconut Grove, that jumped from a Category 5 to a Category 6.
I made a 2 Points Advance Reservations prior to the category increase, and just this Thursday I tried attaching my certificate and everything went smoothly. Or so I thought.
The agent was nice, but she attached it to the reservation with the wrong dates!
So I called back today, and all hell broke loose. I asked to have the certificate moved to the other Points Advance Reservation I had, but the supervisor said
“This shouldn’t have been attached in the first place. It jumped from a 5 to 6 and you didn’t attach prior to the category change, therefore we won’t be able to honor it.”
So I asked how was it attached in the first place, and she added
“Well that was wrong and the hotel is gonna send the certificate back at some point, you would find out that you can’t stay there maybe in a few weeks or days.”
Seriously?! They will just eventually tell me my reservation is invalid? Great customer service they have there at Marriott…
Marriott is definitely going to lose a lot of loyal customers with this horrible customer service.
Looks like others are having Points Advance troubles too just by looking at the comments on OMAT’s post on Marriott Bonvoy.
Anyone else having problems with Marriott Bonvoy? Comment below!
Cheers,
theresorttraveler
Looks like you got Bonvoyed. You need to complain to Bonvoyed.com
LOL! Sounds like I do!
[…] Marriott Bonvoy Not Honoring Points Advance Reservations! by Travel Update. Another day another negative Marriott story. […]
You got lucky. Believe me…you really don’t wanna spend a week in Ritz Coconut Grove…property is so so.
Haha maybe this is a blessing in disguise? Thanks for the comment!
It is important NOT TO GIVE UP!
Keep hounding them until they get it right.
They’re hoping we will all give up and go away.
That seems to be the current strategy – rather than fixing problems.
I’ll definitely be trying to get some more answers! Will keep everyone posted.
I am sorry it didn’t go well in your case.
Not first time. Marriott messed it in many occasions. From the old travel packages to point advance.
I learnt my lesson with Marriott and document all conversation and get confirmation via email.
I am life time platinum with Marriott and I thinking to completely stop staying with Marriott (other than few point redemption stays) and move on to Hilton properties.
In my mind Marriott (in terms of rewarding members) is not a best hotel option for frequent travelers in long run.
Thanks for your comment! I’ll definitely try the email route.