Originally Posted by raggett

I am taking my family to Bali next month after making a points reservation at The Westin Nusa Dua in April. My reservation was for 10 nights but I later decided to change it to 5 nights.
I was unable to make the change online so called the hotel directly. They advised I call Marriott Bonvoy directly so they could refund my points. I then called Marriott Bonvoy to make the change.
The Bonvoy agent changed my reservation to the wrong dates, which I identified while still on the phone with him. He wasn’t able to revert back the change so called the hotel to make the change. The hotel reservations team also weren’t able to honor my reservation and advised to call back when their daytime team were available.
When I called the hotel directly again, they told me no availability so I raised a case with them. Their reservations manager emailed me a few days later to say there is no availability. I already replied back with a copy of my original reservation attached and explained so hoping for the best...
My Question for the group is if anyone has ever had to invoke the ultimate reservation guarantee? Have you used it? Does it apply to Points Reservations? For a stay of five nights with that entitle me to $200 per night? I am hoping I don’t need to raise a case with Marriott, but preparing for the worst.