As a platinum member, I would not expect having to hold over 30 minutes to speak to someone at Marriot Rewards. I wanted to know if I can extend my certificates for a free Cat 1-4 hotel (expire May 31), even if it costs me some Marriot points to do so. I do not want to lose these certificates as I completed the promotion last year and, when I tried to use them in North Carolina at a recent day, they told me I could not.
Santotrap, I'm sorry to hear of your long wait time when contacting Marriott Rewards Customer Service. I know they have been experiencing very high call volumes for the past couple of months, and are trying to get their staff size increased as quickly as possible.
From what I understand, it's not too difficult to get these types of promotional rewards extended. If it's possible, try calling back today (Friday), as I know that Thursdays and Fridays are typically less busy than the first half of the week.