‘Free Night Award’ that won’t work ….

[markymarc2000]

I joined Bonvoy earlier this year and received a great offer, stay 2 nights and earn a FNA for up to 35k points valid for 6 months. A no-brainer really, duly stayed 2 nights at the excelent Residence in Manchester and recieved my award. Tried to use it for the AC in Manchester for this Monday and it just won’t accept it, saying I need more points. Tried other hotels but still it won’t accept it, tried the app and desktop and yes it’s still in date.
I called the help desk in Ireland, the guy tried but he had no luck either, he suggested I buy points as I don’t have any instead! Brilliant, buy points so I can use a FNA. When I stayed for the two qualifying nights originally I received no points either, I presumed as it was towards a free night no points would be earned, sounded reasonable.
Any ideas? I’ve about 4 weeks to use it!
Thanks

[NorthernLass]

Firstly, I think you should probably have received points for the 2 nights you stayed, but you sometimes have to chase Marriott (yet another reason I don’t use them much these days).

Secondly, are you trying to redeem the certificate for a hotel charging 35k points or less? It’s not totally clear what the problem is here.

[TGLoyalty]

Yes if booked directly via Marriott and paid by yourself you should have received points the claim form usually works if not just try the Twitter team.

The FNA should be good for any hotel up to 35k per night are you sure the hotel you are trying to book isn’t just slightly more?

[markymarc2000]

The target hotel was less than the value of the FNA by a long shot, 26,000 as opposed to 35,000 cap for the voucher. I’m more gob smacked by the attitude of the Marriott ‘helpline’…I’ve been devoted to IHG for many years, maybe I should stick with them.

[NorthernLass]

What about calling the hotel, they might be more helpful and even know if it’s a known problem with these bookings? I’m probably biased but I find Manchester folk just the best for sorting out local travel-related issues!

Agree re IHG as well …

[meta]

Perhaps you were trying to book non-standard room? Only standard rooms are eligible for FNAs even if non-standard rooms are less than 35k.

[markymarc2000]

Thanks meta, that was it, it was offering me a selection of rooms, its the standard room that works, thanks!

[NorthernLass]

Another instance of HFP readers knowing more than the staff at these companies!

[markymarc2000]

Thanks Northern Lass, it seems theat it was mostly me who was wrong, it only works for the basic room and not other room options…although I would have expected the Marriott staff to figure that one out and suggest I try that, a bit odd.
And yes, always trust the people of Manchester to get straight to the point and sort any problem out!