No, you are not going crazy - it really is this hard!
I agree 10000%! Why does Marriott insist on making so much WORK for us that have certificates? I almost had my Ritz Carlton cert used for a category 4 hotel even when calling in - and had to explain carefully to the agent which one to use. carat and other Commummuu managers - help us out here - P-L-E-A-S-E - this is a huge issue that needs to be fixed. Marrriott has taken a positive perk and turned it into work for loyal members.