Originally Posted by
MrM2016
...Update: Agent has told me they have to send a case over to the property to fix. This does not make sense to me at all - this is a central reservations issue.
Lurkers, please help me. I'm leaving the reservation numbers published in the above images. My email on file is correct.
First of all, our very sincere apologies for the scare, but this is very likely something that was due to the recent migration of W Hotels to Marriott's systems. I can see that two different cases have been opened and sent to the resort for correction. As there is nothing additional that we can do at this time, we will allow these cases to be resolved first and, failing that, if we are required to do so, we will escalate the issue to the proper teams for a further look. But, I think it very doubtful that your booking will be changed to a paid-rate reservation once this process completes itself.
In the meantime, no one has "lost" any points. Neither have they vaporized into thin air. They are still invested in the original e-certificate for your original booking. Since that is the case, the e-certificate can be deleted up thirty days before arrival, so the points can be returned. However, I really do not think it will come to that. Some way, some how, I believe your original arrangements are going to be upheld.
Finally, since I have all the information I need to continue to follow these cases, you may want to consider removing any sensitive data from your post.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]