Originally Posted by
phillyflyer76
I had an old package assigned to a week in Feb and called to cancel to get package back. System added 165,000 points to my account but didn't add back package. On phone with them to resolve. They are just getting educated internally so they are frustrated as well.
Funny thing they asked did I cancel the package. Why would I? I asked why would I cancel the award, I just wanted to cancel the reservation as I intend to use points but it will be roughly 350,000 for the week. Person on phone said I would get the package back into my account, but didn't happen yet.
If Marriott doesn't detach the certificate before cancelling, your certificate will generally be cancelled and refunded. Unfortunately, as I experienced once again yesterday, even when one explains why it is important to detach first, it doesn't always happen. It has never been a quick or easy fix.