(Dead) Marriott Rules for extending free nights

12/8/23: It sounds like Marriott has, indeed, ended the expiration of free night certificates on 12/5/23.

12/4/23: We’ve been getting multiple data points of readers calling in to have their Marriot certs extended and being told by supervisors that, starting tomorrow 12/5/23, extensions will not be allowed for any reason.

I called in myself and spoke with a supervisor who was very friendly and extended my 85K cert without question, but then mentioned that she was really happy that I called today because, starting tomorrow, they would no longer be able to do anything. She didn’t agree with the change, but said that her hands would be tied.

This could be another chapter in the Bonvoy cert extension runaround, but the consistency of the information makes me think that this is legit. If you have a certificate that you need to extend, I’d call today. – Tim

~ Original post follows

Yes, it is still possible to extend Marriott free night certificates, but it is harder to do now than in the past.  Today, whether or not the cert has been extended before matters; the reason you give for being unable to use the cert matters; and, most of all, your persistence matters.

Overview

Marriott free night certificates are awarded annually (sometimes with minimum spend requirements) with a number of Marriott credit cards; they’re often included as part of a welcome offer for a new credit card; they can be earned through miscellaneous promotions; and you can pick one for your 75 night Choice Benefit.

Most free night certificates are good for one year from the date of issue, but promotional free nights often have shorter timeframes (see this targeted promo with a 6 month cert, for example).

To use a free night certificate, it’s not enough just to book your stay before the certificate expires.  You must complete your stay before the certificate expires.  If you want to use your certificate for a stay that ends later than the certificate expiration, your only option is to try to get the certificate extended.  This can be done, with lots of persistence, by calling Marriott Bonvoy.

If you are approved for an extension, your certificate will be extended for 12 months from the date of your phone call to Marriott, not from the expiration date of the original certificate.  Example: If you call on October 15, 2023, your certificate will be extended until October 15, 2024.  For this reason, if you don’t have firm plans for using the cert, there’s an advantage to waiting until your certificate is close to expiry before calling.

Unfortunately, it appears that most front-line call center reps have been taught to tell customers that certs cannot be extended.  Fortunately, asking to speak to a supervisor and calling over and over is usually eventually successful.

Insider Update: Many call center reps simply do not have the ability to extend Free Night Awards.  There is no button on their screen to do so.  Supervisors and Loyalty Care representatives, though, do have this capability.

Suggested approach

Be prepared to tell your story

Based on a number of reports, it seems that some Marriott reps have the ability to extend certs when their were extenuating circumstances that explain why the certs couldn’t be used within the original timeframe.  You might not want to tell your private story to a phone rep, but it can help.

Insider Update: Marriott associates have been instructed to extend certs only when there are “extenuating circumstances.”  Examples of valid extenuating circumstances that Marriott gave to these reps are:

• Serious health/illness issues (Member or Family Member)
• Maternity (pregancy/birth of child)
• Military deployment
• Death of a family member
• Planned/booked travel cancelled due to severe weather and/or natural disaster

The above list is a set of examples that Marriott has posted to their reps.  It is not intended to be an exhaustive list.

Call Marriott

I don’t think it matters what phone number you use to call Marriott, but readers have reported success with each of the following numbers:

• 800-535-4028 (this is the number most often reported successful)
• 800-627-7468
• 800-228-2100

Insider Update: It is possible that some phone numbers are more likely to reach Loyalty Care representatives who have the power to extend certs.  That may explain why people have reported more success with the top number listed above.

Ask to speak to a supervisor

When the first agent says no, don’t give up!  Ask to speak to a supervisor.  Often they’ll have the power to make an exception.

Insider Update: Supervisors should have the ability to extend certs even when the first line agent does not.

Do NOT open a case

Insider Update: Opening a case may work, but if the case request is denied there will be a record of that fact and so future agents may be unwilling to go against that decision.

Try again, by phone

If your request to the supervisor is denied, don’t argue your case.  Thank the agent for their time and hang up.  Call again.  And again.  And again.

Frequently Asked Questions

Does it matter whether the certificate was extended before?

Yes.  It is much harder to extend a certificate that has been extended before.

Insider Update: Agents have been clearly instructed that certs can only be extended once.  It is therefore challenging to find an agent who will go against this rule and extend a certificate again.  To be clear: if they have the ability to extend any certs, then they have the ability to extend a previously extended certificate, but most reps won’t do so.

Does it matter where the certificate came from?

Yes.  We have reason to believe that certs obtained from targeted promotions may be harder to extend than others.  We have also received conflicting reports suggesting that they’ll no longer extend certs provided by Chase cards or by American Express cards or whatever.  I strongly suspect that these reports come from misinformed phone agents.  Each time we’ve heard a report like this, we’ve later received reports of these same certs being successfully extended.  That said, we’re interested in all datapoints that support or conflict with this theory, so please let us know your experience via the comments below.

Insider Update: Certs that come from different credit cards are all treated the same. It doesn’t matter if they were issued by Chase or Amex or from the Ritz card or the Brilliant card or whatever.  All of that said, certs issued through targeted promotions (such as “get a free night after two stays”) may be treated differently.  Our insider had never tried to extend any such certificate.

Does my story matter?

Yes.  Some agents have the ability to extend certs as an exception to a general policy against it.  I believe that those agents are more likely to extend certs when presented with a compelling reason why you were unable to use the certs in time.

Insider Update: Marriott associates have been instructed to extend certs only when there are “extenuating circumstances.”  Examples of valid extenuating circumstances that Marriott gave to these reps are:

• Serious health/illness issues (Member or Family Member)
• Maternity (pregancy/birth of child)
• Military deployment
• Death of a family member
• Planned/booked travel cancelled due to severe weather and/or natural disaster

The above list is a set of examples that Marriott has posted to their reps.  It is not intended to be an exhaustive list.

Does elite status matter?

Sometimes.  I don’t think that Marriott has a firm rule about whether elite status matters with this issue, but I do think that some Marriott reps are more likely to make exceptions for those with high level elite status.

Insider Update: Marriott used to extend certs for high level elite members regardless of whether there were extenuating circumstances.  Now, though, the following note is found under the instructions for which types of extenuating circumstances apply:

Please Note: The Exception for a ‘High Valued Member’ has been removed from this list because it was not clearly defined and led to confusion for Associates and Guests.

I think it’s important to note that few reps who knew about the elite exception before are likely to notice that it has changed.

What else matters besides elite status?

It sounds like it is helpful to have ongoing credit card activity and Marriott stays…

Insider Update: Agents are instructed to “consider the following”:

• Does the member still have the credit card?
• Does member use card on a regular basis?
• Does member stay regularly at Marriott hotels?

Does it matter which phone number I call?

Maybe.  A number of readers have reported having no luck calling Marriott’s elite phone numbers, but then they had success calling Marriott’s Customer Support Team at 1 (800) 535-4028.  I have doubts that the number really matters, but it can’t hurt to try the one that people have found successful.

Insider Update: It is possible that some phone numbers are more likely to reach Loyalty Care representatives who have the power to extend certs.  That may explain why people have reported more success with the 1 (800) 535-4028 number.

The phone agent told me that it was impossible.  Is that true?

Probably not.  It’s incredible how many times people have reported being told things like “it’s no longer possible to extend certificates” (sometimes the reps are even very specific with dates or details about this new rule) or “we can do this one time, but never again with any of your certs” or “we can only extend one of your three certificates” or “it’s no longer possible to extend certificates from Chase credit cards” or…  In every case I know of, persistence has paid off.  Even after these absolute rejections, people have found other agents that were willing and able to extend the certificates.

Does it help to open a case?

Maybe, but it’s usually not necessary.  Sometimes when a rep says they are unable to extend a certificate, they’ll offer to “open a case.”  You can always try that, but most people report better success with hanging up and calling again.

Insider Update: Opening a case may work, but if the case request is denied there will be a record of that fact and so future agents may be unwilling to go against that decision.

Does it matter whether I choose to answer a survey at the end of the call?

No.

Insider Update:  Reps cannot see whether or not the caller intends to take the survey.

How many times should I call?

Keep calling until you’re successful.  Try different times of day and different days of the week.  Some people report success after one call and some say that it took 10 calls.  Most seem to get it done within 3 or 4 calls.

Additional Marriott Bonvoy resources

• Which Marriott Bonvoy card is best?
• Are you eligible for a new Marriott card?
• Marriott Bonvoy Complete Guide

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