I booked a Cat 4 hotel in February for October that was to be changed to Cat 5. In March, an agent changed an old 5-night Cat 1-5 certificate to the new Cat 1-4 certificate and attached to this reservation.
I have periodically gone in to "view/modify" which showed that it had an e-certificate which would be sent to the hotel. Last night I logged in and checked it it said that I had enough points for this stay and if I wanted to redeem the points now as otherwise it will be deducted 14 days out, meaning that the certificate was deleted from the reservation and it now showed that it needed 140K points as a Cat 5 hotel.
The deleted e-certificate was not returned as an unused certificate.
I called today and spent 2 hours on the phone with a useless rep who put me on hold countless times and repeatedly said she would be emailing to the hotel to "fix" it and that she would deduct 140K from my account. Finally I got her to pass me on to a supervisor who simply created a new Cat 5 certificate and deposited into my account. I also requested that he attach this and another 2 certificates that I have for another 2 stays in 2020 as that first agent said she was unable to see unused certificates. He said he got all 3 attached.
I log in and my 3 unused certificates have not been attached. I will call on Monday as from my experience, I get the worst reps on Fridays and Saturdays.
I have periodically gone in to "view/modify" which showed that it had an e-certificate which would be sent to the hotel. Last night I logged in and checked it it said that I had enough points for this stay and if I wanted to redeem the points now as otherwise it will be deducted 14 days out, meaning that the certificate was deleted from the reservation and it now showed that it needed 140K points as a Cat 5 hotel.
The deleted e-certificate was not returned as an unused certificate.
I called today and spent 2 hours on the phone with a useless rep who put me on hold countless times and repeatedly said she would be emailing to the hotel to "fix" it and that she would deduct 140K from my account. Finally I got her to pass me on to a supervisor who simply created a new Cat 5 certificate and deposited into my account. I also requested that he attach this and another 2 certificates that I have for another 2 stays in 2020 as that first agent said she was unable to see unused certificates. He said he got all 3 attached.
I log in and my 3 unused certificates have not been attached. I will call on Monday as from my experience, I get the worst reps on Fridays and Saturdays.
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