dsmrp
TUG Member
- Joined
- Feb 28, 2014
- Messages
- 2,531
- Reaction score
- 1,850
- Points
- 398
- Location
- MI Washington
- Resorts Owned
- Sheraton Vistana, Waikoloa Bay Club, Hyatt Pinon Pt
DH has two 35K pt certs from the Bonvoy credit cards from last year.
They should have expired in May, but Marriott extended them to August 1.
We're going to Hawaii in late August, and had a need to use 1 of them.
We called cust. support a couple of times before we got the answer we wanted
1st call - I called to inquire, and CSR was pretty helpful and thought extending expiration wouldn't be a problem.
However since cert was in DH's name she couldn't do anything.
2nd call - DH was told, oh no, not sure that can be done. You'll have to fill out a form which should come in 5 days. The CSR even hinted that his previous expenditure use of the Bonvoy card could influence the approval to extend...
3rd call - after a few days (no email with form), DH calls again and gets a lead or supervisor, who tells him sure, I can do that. She extended cert expiration to a year from now, April 2022.
Fortunately he got the lead on his last call. I would have told him to escalate to a manager if he got another rep that repeated the line of the 2nd rep. We only wanted to have it extended 30 days. I'm cynical that we'll have to make multiple calls in the future because of unevenness in CS knowledge and training.
They should have expired in May, but Marriott extended them to August 1.
We're going to Hawaii in late August, and had a need to use 1 of them.
We called cust. support a couple of times before we got the answer we wanted
1st call - I called to inquire, and CSR was pretty helpful and thought extending expiration wouldn't be a problem.
However since cert was in DH's name she couldn't do anything.
2nd call - DH was told, oh no, not sure that can be done. You'll have to fill out a form which should come in 5 days. The CSR even hinted that his previous expenditure use of the Bonvoy card could influence the approval to extend...
3rd call - after a few days (no email with form), DH calls again and gets a lead or supervisor, who tells him sure, I can do that. She extended cert expiration to a year from now, April 2022.
Fortunately he got the lead on his last call. I would have told him to escalate to a manager if he got another rep that repeated the line of the 2nd rep. We only wanted to have it extended 30 days. I'm cynical that we'll have to make multiple calls in the future because of unevenness in CS knowledge and training.
