Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,775
I would agree that having them contact Marriott's Customer Service center is a good approach.
As for your question around what a GM can and can't do, the award stay shouldn't be an issue. If there is a problem, the GM can upgrade them to any available room the GM chooses. And yes, the GM could, if s/he chooses, give them points.