My first thought was “yeah, Marriott IT, same old, same old” - but actually OP has a right to assume he can cancel online a cancellable reservation made online. This wouldn’t be reflective of the Marriott experience over the last decade but the last year..? OP reminds us that this isn’t acceptable, and my “same old, same old” reaction is probably a sign of a type of pointshound Stockholm Syndrome. Marriott.com is down, again, right now, so I wasted my time finding the property I wanted and the rate as I couldn’t login to book it. We’ve grown wearily accepting of this crap. We shouldn’t be!