Question: My husband and I have been members of Marriott’s loyalty program, Marriott Rewards, for decades. We’re also Marriott Vacation Club owners. We have a problem with a rewards stay we were hoping you could help us with.
About a month ago, I contacted the Marriott Vacation Club office to make a reservation for a vacation stay next year, and I asked the employee to check on a seven-day hotel award, which I thought was about to expire in a few months. I was informed that the award had been converted into 25,000 points and credited to our account.
I asked to speak with a supervisor, since I preferred seven days to 25,000 points. The supervisor said the only thing he could do was to offer us a five-day award. He said some mass emailings went out last year notifying readers that our type of seven-day hotel award would expire at the beginning of the year. I expressed my disappointment in having to accept his offer.
I searched the Web and my saved mail messages for the announcement of the hotel awards expiring in January. I found nothing. So I went to the Marriott’s customer service website and emailed from their site a note asking them to please send me a copy of that mass email announcement about the awards expiration. I also expressed my concern that we did not receive a personal call, letter, or email notifying us of a change in the expiration date. After two weeks, I mailed a letter. I still have received no response. Can you help? — JJ Mortensen, White Rock, NM
Answer: Can Marriott arbitrary downgrade all of its seven-day awards to five-day awards? In a word, yes.
“The Travel Troubleshooter: Oh no, my hotel rewards have been downgraded!”