Marriott Rewards failed. I placed an order with Marriott Rewards on November 27th and was assured the reward would be delivered by Christmas. On 12/1 they said it was shipped. On 12/6 they said they would make an inquiry because we had not received the reward. On 12/16 they said they would make an inquirey. I never heard from them. I called twice between Dec 22 and 24th and was promised there would be overnight delivery. Marriott Rewards failed and I had to explain to a disappointed wife on Christmas morning what happend.
Are you talking about a hotel reward, or something ordered from a Marriott gift (using points) catalogue, or something from their ShopMyWayMall? I am guessing it's not a hotel reward from what you said.
Your possible recourse might be different depending on which of the above was the gift.
Can you please explain more what happened? If this was a Marriott catalogue or Marriott online mall problem, something can probably be done at least to compensate you. If it was a hotel, you should, as SteppingStones said, have received an e-certificate that the hotel would've had on hand.
Hope you have a happier New Year!