Originally Posted by ARinMD

I received the below email response from Bonvoy and was reassured the same thing from several Bonvoy representatives on the phone. Now that it is time for Marriott to follow through with the below and uphold their end of the bargain, they are refusing to do so. I booked an entire trip with airfare in reliance on their assurances. They originally said they would do the following which they sent as well by email:

“I have learnt that you have canceled several reservations on September 25 but the points have not been returned to your account timely. Hence, you did not have enough points to book this reservation xxxxxxx. Now the points have been gone higher than 365,000 points, it is 425,000 points for now. We will cover the difference of 60,000 points for your reservation. However, you do not have enough points to redeem this reservation for now, we will not credit more extra points if the points have been changed again. Please confirm that you will pay for the reservation in a timely manner and 60,000 points will be retrieved if you cancel this reservation. I seek your understanding on this matter.”

Now that they are not agreeing to credit me the additional points as they originally promised, I feel very lied to and am in jeopardy of having to cancel my trip. Their customer service has been horrible to deal with. Every time I have to talk to someone new and I have to reinvent the wheel. Does anyone have any advice of what my recourse is here or who to talk to?