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Bonvoy bug: How to get your missing Marriott certificates back

April 22, 2021
3 min read
ZH Wilson Residence Inn Big Sky MT Review
Bonvoy bug: How to get your missing Marriott certificates back
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One of my absolute favorite hotel credit card perks is the annual free night certificate you'll get with certain accounts. In many cases, that one benefit more than makes up for the annual fee, netting you free nights worth hundreds of dollars without any hit to your points balance.

My favorite annual certificates come as a benefit of the Marriott Bonvoy Brilliant™ American Express® Card, letting you book a hotel room that would otherwise cost 50,000 points per night — the 35,000-point certificates with the Marriott Bonvoy Boundless Credit Card and Marriott Bonvoy Business® American Express® Card can be incredibly valuable, as well.

Typically, you'll redeem these certificates in much the same way you'd book a room with Bonvoy points, though you'll need to use Marriott's website or call center — not the mobile app — to lock in your stay. Recently, getting a certificate back after you cancel a stay has been far more challenging, though.

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If you cancel a stay right now, there's a good chance your certificate will end up getting "stuck" — the booking will drop from your list of stays, but the certificate may not go back into your Bonvoy account. A Marriott spokesperson acknowledged the issue and confirmed that the chain is currently working on a fix.

Screenshot courtesy of Marriott.

I've encountered this issue with every certificate booking I've canceled recently, and it's certainly not easy to tell if any are missing from your account. For that reason, I'd recommend noting your current certificate balance before you cancel a reservation.

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If you get the canceled certificate(s) back, there's nothing you need to do. If they don't appear right away, however, you'll want to give Marriott a call at 888-236-2427, noting the hotel name and dates of your canceled stay. Reservations agents should be able to redeposit your certificates. If you want to avoid an extra step, they can also cancel your stay for you and confirm that your certificates become available again.

Alternatively, you can reach out to Marriott with a direct message on Twitter, @MarriottBonvoy. In my experience, I generally received a response in a few minutes, with my certificates ready to use again right away.

Featured image by ZH Wilson Residence Inn Big Sky MT Review (Photo by Zach Honig / The Points Guy
Editorial disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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Terms & restrictions apply. See rates & fees
BEST FOR DINING AND GROCERY REWARDS
TPG Editor‘s Rating
Card Rating is based on the opinion of TPG‘s editors and is not influenced by the card issuer.
4 / 5
Go to review

Rewards Rate

4XEarn 4X Membership Rewards® Points on Restaurants worldwide, including takeout and delivery.
4XEarn 4X Membership Rewards® points at U.S. supermarkets (on up to $25,000 per calendar year in purchases, then 1X).
3XEarn 3X Membership Rewards® points on flights booked directly with airlines or on amextravel.com.
  • Intro Offer
    Earn 60,000 Membership Rewards® points after you spend $4,000 on eligible purchases with your new Card within the first 6 months.

    Earn 60,000 points
  • Annual Fee

    $250
  • Recommended Credit
    Credit ranges are a variation of FICO© Score 8, one of many types of credit scores lenders may use when considering your credit card application.

    670-850
    Excellent/Good

Why We Chose It

There’s a lot to love about the Amex Gold card. It’s been a fan favorite during the pandemic because of its fantastic rewards rate on restaurants (that includes takeout and delivery in the U.S.!) and U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus points on travel. Paired with up to $120 in Uber Cash (for U.S. Uber rides or Uber Eats orders) and up to $120 in annual dining statement credits at eligible partners, there’s no reason that the foodie shouldn’t add this card to their wallet. Enrollment required.

Pros

  • 4x on dining at restaurants and U.S. supermarkets (on the first $25,000 in purchases per calendar year; then 1x).
  • 3x on flights booked directly with the airline or with Amex Travel.
  • Welcome bonus of 60,000 points after spending $4,000 in the first six months.

Cons

  • Weak on travel outside of flights and everyday spending bonus categories.
  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber/food credits.
  • Few travel perks and protections.