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Customer Advocacy Blog

25 Posts
kristines

Redeem Rewards Certificates

Posted by kristines Apr 11, 2013

Hello Insiders


Have you tried to make an online reservation, but were unsure of how to use your Rewards Certificates? Ever wonder why they’re available for some online reservations, but not others? Well, you’re in luck, because you’re about to learn how to redeem them.

 

As a Marriott rewards member, you can view your unused Rewards Certificates on your Account Activity page below the Transactions section. Each of your Rewards Certificates are listed by the date it posted to your account, and will show the number of free nights and the hotel category terms under the Description. The listing will also show the expiration date and/or the point value of the certificate. Not all Rewards Certificates will have a point value.

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Before you can redeem an unused certificate, you’ll need to make sure that the hotel reward category and the total nights required match the description.

 

To redeem a Rewards Certificate, follow the steps below:

  1. Sign into your Marriott Rewards account.
  2. Search for hotels by entering the location and your check-in and check-out dates.
  3. Check the Use Rewards Points box and click Find.  
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  4. Select a hotel with a hotel category that matches one of your Rewards Certificates.  You can only redeem your certificate if the total number of nights and the hotel category match. 
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  5. Select the room type and preferences under “Redeem Points” and click Continue.
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  6. If you do not have enough Marriott Rewards points to cover the points stay, an alert message will appear in red. Continue the reservation as if you are redeeming points for your stay and click Continue.
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  7. If you have an unused Rewards Certificate that matches the number of nights and hotel category from your search, the certificate will automatically be selected in the Use Rewards points section.
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  8. Enter your credit card information and click Continue. Your credit card is required to hold the reservation; but you won’t be charged. 
  9. During the “Review Reservation” phase, you’ll see “You have selected to attach e-certificate(s) to your reservation”. The Rewards Certificate that will be used will appear under Reward Description under the Summary of Charges.
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  10. Click Complete Reservation to receive your hotel stay confirmation. The Rewards Certificate is automatically attached to the reservation and forwarded directly to the hotel, so you don’t have to bring the paper certificate to the hotel.

 

You can redeem Rewards Certificates online through the reservation process up to 24 hours before your hotel stay. For same-day travel, contact Marriott Rewards Customer Support at 1-801-468-4000.

 

And, that is how you can redeem your Rewards Certificates.

 

Cheers,

Kristine

Hello Insiders

 

When you’re looking at your Marriott Rewards account activity, have you ever wondered what a qualifying night is and how that’s different from a stay or a rollover night? 

See if this helps:


A qualifying night is considered as any night booked under your name and paid for by you at a participating hotel.

Example: If you book and pay for a room under your name, checking in on 4/1 and checking out on 4/3, this counts as two qualifying nights


A stay is considered as one or more consecutive qualifying nights booked under your name and paid for by you at a participating hotel.

Example:  If you book and pay for a room under your name, checking in on 4/1 and checking out on 4/3, your completed visit at the hotel counts as one stay


Rollover nights (or Elite rollover nights) are any qualifying nights over and above the annual minimum requirements for you to retain or achieve Elite membership status for the following calendar year.

Example: To achieve Silver Elite status, you need to complete 10 qualifying nights in one year. If you complete 12 qualifying nights in one year, you can rollover the two extra nights to count towards your Elite status for the following year.  


Now, you can view your Account Activity with ease.


Cheers,

Kristine

Hello Insiders

 

Ever needed to call Marriott but didn’t know where to find the phone number? 
Here’s everything you need to make the call you want:

 

For Reservations, Marriott Rewards, Internet Customer Care and Group & Event Planning: Go to “Help” and scroll down to “Help Home.”

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This action will take you to Help Central.

In the “Call Us” section, select which department you need to call.

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Or, refer to the following phone lists:

 

Reservations

Marriott Hotel Reservations (US): 888-236-2427

Gaylord Hotel Reservations (US): 877-382-7299

The Inn at Opryland (US): 855-584-3466

Global toll-free numbers (outside US)

Marriott’s worldwide telephone reservation numbers are also listed in Telephone Reservations under Help.
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Marriott Rewards Customer Support

US/Canada: 801-468-4000

US/Canada toll-free: 800-450-4442

Worldwide numbers

Marriott Rewards Customer Support number can also be found on the bottom of the Marriott Rewards home page.

 

Internet Customer Care

US/Canada toll-free: 800-721-7033


Group & Event Planning

US/Canada toll-free: 800-831-4004

Worldwide numbers


Hotel/Property Phone Number

If you’re looking for the phone number of a specific hotel or property, go to the hotel website and expand the listing for the phone numbers.2a.jpg

 

Call us. We’re here to serve you.

 

 

Cheers,

Kristine

Hello Insiders

 

Did you know that you can request your room and accessibility preferences such as a pillow type or a hearing accessible room when you’re selecting a room rate for your stay?

 

Here’s how:

  1. Search for a hotel, then select View Rates. This will take you to the rates section.
  2. Choose a rate to access the Room & Accessibility Preferences (optional) section. To display the available options, use the “+” sign.
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  3. To select an accessibility option, use the dropdown menu to make your request.  No preference will automatically be selected.
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  4. To select your pillow type, room location or to request a rollaway or crib, use the dropdown menu. These preferences cannot be guaranteed, but your hotel will make every effort to fulfill your requests.
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  5. You can also check to have a feather-free room, extra towels or an early check-in.
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  6. When you’ve completed your preferences, select Continue.
  7. Your selections will appear in the Reservation in Progress section.
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  8. Your Preferences Summary will continue to display until you complete your reservation.
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  9. You can change your room and accessibility preferences whenever you want by going to your Marriott Rewards account.  Just go to your Upcoming Reservations page and select “Change Room Preferences.”  Update your changes to complete the change.
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And, that’s how you can select your room and accessibility preferences when making a reservation.

 

Cheers,

Kristine

Greetings Insiders and smartphone users


If you have not already updated your Marriott smartphone app, click here to learn more and find links to the appropriate app store.

 

Here are a few things you’ll notice:

  • new look overall and feel
  • add reservations to your calendar directly from the app
  • search for hotels without imputing dates
  • cancel a reservation
  • and Android users can store the app to an SD card if you chose

 

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kristines

Revised missing stay form

Posted by kristines Feb 22, 2013

Hello Insiders

 

Did you know that the Missing Stay Request has been updated to give you more ways to submit your request? You can now send in your form electronically, by fax or mail when you use the Missing Stay Request link. This is located in the Account Activity section of your Marriott Rewards online account. Here’s how to use these options:

 

1. Log into your Marriott Rewards account, go to My Account Overview and then Account Activity.

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2. Under the Transactions section, select the Missing Stay Request Form.
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3. This will open the form. Complete the information in section 1.
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4. In section 2, select the check-out date of your missing hotel stay.
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5. Below the check-out date, indicate if you have a digital or paper copy of your hotel bill, or if you don’t have a copy.
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6. If you have a digital copy of your hotel bill, select Browse to access your hotel bill. After the bill has been added, select Submit
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7. If you have a paper copy, you can either attach a scanned copy or photograph of your hotel bill, or you can fax or mail us your bill with a printed request form.

A. If you have a scanned copy or a photograph of your hotel bill, select Browse to upload your bill and then Submit.   
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B. If you have a paper copy of your bill and would like to fax or mail your request, enter the name, city, country and US state of the hotel in the available fields. Then, select Generate Printable Form to open a new window with your information. Print this page and attach it to your fax or mailed request.  You’ll find the fax number and mailing address on the printed page. 
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8. If you do not have a copy of your hotel bill, you can use your hotel confirmation number or provide the stay dates and hotel information to submit your request.

A. If you have the confirmation number of your stay, enter it and Submit.
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B. If you don’t have the confirmation number, you can enter your check-in date and the name, city, state and country of the hotel and Submit.
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C. If you do not have a copy of your bill, a confirmation number or stay information, contact us at the provided email address or contact Marriott Rewards Customer Service.
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And, those are your new options of submitting a Missing Stay Request.

If you have any questions regarding a missing stay, feel free to contact Marriott Rewards Customer Support at 1-801-468-4000.

 

Cheers,

Kristine

Hello Insiders

 

Have trouble finding your Marriott Rewards e-Certificates? They are listed in your online account.  Follow the steps below to access your e-certificates.

 

  1. Log into your Marriott Rewards account.
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  2. Click on My Account Overview and then Account Activity.
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  3. Scroll down to the Unused Rewards Certificates section below Transactions to see the listing of your certificates.  You will see the date the certificate was posted and the expiration date.
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Now that you know how to find your e-certificates, you can reference the previous blog posting on redeeming your rewards certificates.

 

Cheers,

Kristine

Hello Insiders

 

Did you know that you can filter your hotel search by reward category?  In September, I posted a blog listing the various ways you can find the rewards category for Marriott properties.  Since then, we’ve added a new way of viewing hotel categories using the search filter.  Follow the steps below to learn how to use this filter.

 

  1. Run a search for properties.
  2. On the page listing the available hotels, you can narrow your search using filters on the left side of the page.
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  3. Click on Hotel Reward Category to expand the listing.
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  4. Check the box of the category you would like to view. Not all categories are available in each location.

If you are looking for all the hotels listed under a specific category, follow the steps below.

  1. Click on Hotel category chart under Use Points below the Hotel Reward Category filter. A separate window will appear.
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  2. In the upper right corner of the window, select the category from the dropdown menu and click Find
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  3. The listing of the hotels in the selected category will appear by US state or country. 
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  4. Click on the hotel link to access the hotel website.  You can view the available rates and rooms for the entered search dates by clicking on SHOW RATES AND ROOMS
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Those are two simple ways you can search for hotels by reward category – by search filter and by the Hotel Category Chart.

 

Cheers,

Kristine

Hello Insiders

 

Ever wondered why the “Preference Plus Number is required” message appears when you're making a reservation?
It’s easy to resolve when you follow the steps below: 

 

  1. This is the “Preference Plus Number” message you may see when making a reservation.
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  2. To resolve, scroll down to the Credit Card Information section. You will see that the “Use my Preference Plus number to guarantee this reservation” radio button had been previously selected.
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  3. Be sure to select “Use credit card to guarantee my reservation” located above the credit card information. Then click Continue to review your reservation.
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By following these steps each time you make a reservation, you will no longer receive the “Preference Plus Number” message.

 

Cheers,

Kristine

Hello Insiders

 

Happy New Year

 

Have you ever needed to find your Marriott Rewards number but did not know where to find it? Well, log into your Marriott Rewards account and follow the steps below.

  1. After logging into your account, click on Profile to access your Personal Information.
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  2. On the left side of the page under Profile, you will see Personal Information. Under your name, you will see your Rewards Number listed.    2.jpg

You can access your Marriott Rewards number at any time.

 

Lost your Rewards card? Click here to access the blog posting on ordering a replacement card. Have a smartphone? Then you can access your digital Marriott Rewards card on Marriott’s Mobile app. Just log into your Rewards account and go to the Rewards section. Scroll down to click on MY REWARDS CARD and it will open for you.

 

Cheers,

Kristine

Hello Insiders

 

Did you know that you can earn rewards when you book an event at Marriott? All you have to do is book 10 or more rooms for at least one night and/or a meeting room. Follow the steps below to learn how to book a rewarding event on Marriott.com.

 

  1. Click on Advanced Search in the hotel search.
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  2. Select meeting space, enter the information for your event and click Find.
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  3. Click Select to choose a hotel with available rates. Check the Compare box to compare up to 3 hotels. For hotels without listed rates, click Request Information to fill out a form about your event to submit to the hotel.  Or, click Add to request list (RFP) to select up to 3 hotels to the REQUEST LIST on the left navigation. 
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  4. After you Select a rate, enter the room details for your event and click CONTINUE TO EVENT DETAILS.
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  5. Enter the Event Details for each day of your event and click on CONTINUE TO A/V OPTIONS.
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  6. Select the audio/visual options for each day and click on CONTINUE TO SUMMARY. If you would like a property representative to contact you to discuss your audio/visual needs for your event, check the box at the top of the page.
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  7. Your event details and the estimate totals will be listed.  After you have read and reviewed the contract details, accept the terms and conditions of the contract by checking the box at the bottom of the form. Click CONTINUE.
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  8. Enter your contact and billing information to confirm and guarantee the event reservation. Please note that your credit card will be charged a deposit for the event. Click CONTINUE to view the event confirmation number.
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As a Marriott Rewards member, you will receive 3 points for every $1.00 US up to 50,000 points or 1 mile per every $1.00 US up to 15,000 miles for each rewarding event.  You will also receive 10 Elite nights for each qualifying event, booking 10 or more guest rooms for at least one night.  For more information on booking an event, call 800-831-4004 to speak with a Marriott representative.

 

Cheers,

Kristine  

Hello Insiders

 

Ever needed to change the contact information on your Marriott Rewards profile but didn’t know how? It’s simple, just follow the steps below.

 

  1. Log into your Marriott Rewards account and click on Profile to access the “Member Profile” page.
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  2. On the right side of the page under Personal Information, click Edit next to your name or Edit personal information.
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  3. Enter the updates to your personal information and click Save. A message will let you know that your account has been updated.
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  4. If you need to change the name on your account or have any other questions about your profile, please contact Marriott Rewards at 801-468-4000 to speak with a Support Representative.

 

And, that’s how you can update your profile.

 

Cheers,

Kristine

kristines

How to book multiple rooms

Posted by kristines Nov 21, 2012

Hello Insiders

 

Did you know that you can book up to three rooms under one reservation? And, did you know that there is an easy way to reserve another room without having to re-enter your information? Continue reading to learn how.

 

BOOK ONE TO THREE ROOMS:

You can book up to three rooms on Marriott.com by selecting 1 through 3 in the dropdown menu under No. of rooms in the hotel search box.  After selecting your rate, you can enter the room preferences for each room by clicking on Room 1, Room 2 or Room 3. Continue the steps to complete your reservation.

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BOOK FOUR TO NINE ROOMS:

If you need more than three rooms, you can follow the steps above and then click Reserve another room after you complete the first reservation. The hotel, the travel dates, your address and your credit card information will be saved from the first reservation.  You can also contact Marriott Rewards at 888-236-2427 to book up to nine room reservations.  Click here for Marriott’s global reservation numbers.

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BOOK TEN OR MORE ROOMS:

Reservations for 10 or more rooms with the same arrival and departure dates are considered to be a group booking. In the hotel search box, click on Advanced Search to access the “Marriott Hotel Search” page. Click on meeting space and enter the appropriate information for your reservation. Hit Find to view the hotel room rates. Click Select to choose the room rate for your group. Then, provide the room details and continue with your group reservation. As with all guaranteed reservations, a credit card is required, even if you are not paying for all of the room reservations. You can also speak to an event planning coordinator at 800-831-4004. For groups outside of North America, click here for a listing of phone numbers. 

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You can receive points/miles for your room and only up to two other rooms. Reservations must be made in your name and paid by you. Notify the front desk that you would like to receive the points/miles for the rooms and provide them with your rewards number. Contact the Marriott Rewards Customer Support at 801-468-4000 with any questions.

 

Cheers,

Kristine

Hello Insiders

 

Did you know that you can request to have the missing stay added to your account through email, mail or fax? As long as you’ve waited 10 business days after checking out of your hotel, you can follow these steps:

 

First, you’ll need to include the printable Missing Stay Request Form with your request. After signing in, you’ll find this on your “Account Activity” page under the Transactions section.

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Click on Missing Stay Request Form, enter the required information and click GENERATE PRINTABLE FORM.

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Print the form appearing in a pop-up window.

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You’ll then have several options for submitting your request:

 

Email your eFolio or a scanned copy of your itemized hotel receipt with the Missing Stay Request Printable Page to stay.add@marriott.com.

 

Mail a printed copy of your itemized hotel receipt with the Missing Stay Request Printable Page to the Marriott Rewards Customer Support location near you. You can find this information on the printable page.

 

Fax a copy of your itemized hotel receipt with the Missing Stay Request Printable Page to the Marriott Rewards Customer Support location near you. These fax numbers are located on the printable page.

 

If you need a copy of your hotel receipt, contact the hotel to have it emailed, mailed or faxed to you.

 

Cheers,

Kristine

Hello Insiders

 

Have you lost your Marriott Rewards card? Rest assured, you can easily order a new card in your account profile.


Here’s how:

 

  1. Log into your Marriott Rewards account and click on Profile to go to your “Member Profile” page.
  2. Under Profile, select Rewards Membership on the right side. Click Order replacement Rewards card.
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  3. Confirm your mailing address and then SAVE. If you need to update your mailing address, select edit your personal information.
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Have a smartphone? Then you can access your digital Marriott Rewards card on Marriott’s Mobile app. Just log into your Rewards account and go to the Rewards section. Scroll down to click on MY REWARDS CARD and it will open for you.

 

Cheers,

Kristine