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7- night certificate removed from booking – help needed
I booked a 7- night stay at Marriott Hotel Sydney Cirqular Quay back in March 2019 for a stay this January (17th – 24th) using a 7 – night certificate for category 6 hotels and the certificate is no longer attached to the booking.
Yesterday I was informed by email that my account has insufficient points for my booking. When I looked up the booking the certificate is no longer attached to the booking. The phonerep in Germany told me this morning that this might be due to the fact that my certificate is category 6 and can’t be redeemed/attached to a category 5 booking.
The certificate is neither attached to my booking nor visible in my profile. The phonerep said the status is “in use”, but without a booking reference number. She was not able to re-attach it to my existing booking and transfered the issue to another department.
My questions to you guys:
1) is it true that you can not “downgrade” the certificate and use a 7-night certificate for a hotel with a lower category (6 down to 5 in my case).
2) If so, why was I able to book the room using the certificate back in March 2019 via the phone? Any clues?
3) Do you have any suggestions on how to handle this issue? Shall I wait until I get any notice from Marriott or should I proactively call them again and again to solve this in my favor?
Cheers and thx for your help/opinions on that.
I would not wait. I would call back and ask to be escalated to a supervisor. There is no reason you can’t use the certificate to book a lower category property. Good luck!