On Feb. 24th my brother (a frequent traveler but non-FTer) made reservations for two rooms at the Edinburgh , Scotland Courtyard for August 21-25. On May 30 he received an email from Marriott stating that one of the two reservations had been canceled. When he called the Bonvoy customer service line all they could tell him was that the reservation had been cancelled on 5/18, that they were overbooked, and sometimes the hotels cancel the reservations. After he spoke with the CSR, I was able to make a reservation for him for the same dates on 6/2. For what it is worth, He has Gold status and I have Titanium status.

Has anyone else ever run into this before? Is there something about being 3 months out when the reservation was canceled? Would it have mattered if he had pre-paid? While I was able to book an additional room it is about $500 more for the stay than the original reservation. Any suggestions on how to re-instate the original reservation?

Thank you.

A successful resolution. My brother called the hotel and received “excellent” customer service from Cale. He said the CSR/front desk agent did a great job, reinstated the original reservation, and added a “do not cancel” not to the reservation.

My my only complaint is that when my brother reached out via email with the help of the Bonvoy team he never heard back from the hotel and had to make an international call to resolve the issue. Thank you to the Lurkers for their assistance.