Originally Posted by ksucats

Here is the situation. Last Saturday, my son and I decided to go to KC (3 hour drive) for the NCAA regionals on Sunday. We decided to get a room and go the day before so we didn't have to drive up and back on the same day. I booked the room at approximately 3:30 right before we left. I used points. Less than an hour into the drive, I blow my tire. I pull over and as we are putting on the spare, I call the hotel and tell them what happened & asked what my options were. The guy on the phone immediately said you can cancel your reservation with no penalty because of the situation. I said great, because I would rather take care of my car and cancel the trip, but I would have borrowed another vehicle once I got my car home if I couldn't get out of the room.

After about an hour, I noticed no cancellation email and my reservation still showed active. I called the hotel again and got the same guy and he said yes, your room was canceled I took care of it. So I was expecting the points to show back up in a couple days or so. Much to my surprise, the next morning I got an app notification that I could check out of my room via the app. So I used the option to message the hotel via the app, which they never responded. I eventually emailed Marriott later that day asking about getting my points back. They still haven't responded and still no points.