Marriott Award Redemption

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Anonymous Guest

August 21, 2018, 11:52 am

In the middle of July I made an award reservation for 2 nights at a Category 9 Marriott for 45,000 points per night for a total of 90,000 points. I transferred 20,000 from another program so I would have enough miles. I was excited to complete the booking an 99% positive I requested an e-certificate at that time, but I don’t have an email confirmation to prove it (is there an email confirmation sent?)

Today I signed on and my reservation indicates I need 120,000 points. Customer service says they have no record of me ordering the e-certificate and that I’m now bound by the new rate rules.

There’s no way I can earn another 30,000 points before my stay in November. I also don’t believe I should have to. I asked the representative if I missed the disclaimer about reservations not being guaranteed, or information from Marriott indicating that I had a timetable to complete the booking. She had no answer.

WHAT DO I DO? Please help! Any advice is welcome!

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