Originally Posted by
rylan
Ok, so I made a booking last Sept at a hotel for a couple nights at 100k for this Feb. Since then the rate went up due to the peak demand rates to 120k. I receive an booking confirmation email this morning for the same stay, but it shows 120k points so an concerned. I go an check my account activity, and it shows as of today, the original 100k being refunded and 120k being deducted. ...?!
So Marriott can go and take more points from me months after I've made a confirmed booking? Isn't this practice illegal? It amounts to me making a cash booking and showing up at the hotel and them demanding more per night. I sent them an email but have no confidence that they'll actually resolve this since Marriott customer service is total useless crap now.
Should I just go and submit a BBB complaint? Or is there some other authority I should report this to?
If the points have been deducted from your account, and if you did not change the dates of the reservation, then the property should honor the reservation, even if the cost for the same reservation would now be higher due to a change of category or movement between Off-Peak, Standard, and Peak.
If you did not modify your reservation, then it seems that the property did so, whether intentionally or not.
Call Marriott. Ideally, it will take a single, quick phone call to get this corrected.
If your phone call is unsuccessful, then reach out to a Marriott Bonvoy Lurker.
In the very unlikely case that doesn't work, and if this is a property in the United States, then contact the consumer protection division of the state attorney general's office in the state where the hotel is located.