Join Date: Jul 2007
Location: San Francisco/Sydney
Programs: UA 1K/MM, Hilton Diamond, Marriott Something, IHG Gold, Hertz PC, Avis PC
Posts: 8,159
Although likely not the cause here, make sure you always read the conditions before booking a points stay.
I was booking a points stay for new years eve and happened to notice just as I was about to click the button to book that the reservation was non-refundable - even though this was a property where points stays are normally refundable until a day or so before checkin.
Marriott got that booking instead...