Originally Posted by flyerargue

Finally the Marriott customer service agent who created the case turned out to be the best! The case they had created few days back got updated and they’ll fix the charges in 3-5 days.

The hotel never helped fix a thing and did not even respond correctly to the contact us form I filled on Marriott’s website.

Originally Posted by flyerargue

I stayed at the SpringHill Suites by Marriott The Dunes On Monterey Bay almost a month back. I used a free night award to make the booking as it was going to expire shortly. The confirmation email for the reservation also mentions that the booking was sone using the free night certificate. I kept an eye on the free night award for a few days after checking out and noticed that they never redeemed it. Instead, they deducted point from my bonvoy account which I have been saving for a 5 night stay.

I reached out to the hotel and they had no idea what to do and transferred me to customer service. Customer service gave me a ticket number but there hasn't been an update in more than a week.
I sent an email via contact us on the marriott bonvoy website and the response I got was "I understand that this reservation was made online and you wanted to use your free night certificate and not the points for this stay. Once a certificate has been redeemed by the hotel we can not change the form of payment. I am sorry for any inconveniences this may cause."

THIS IS TOTALLY WRONG!! They never redeemed the certificate!! All my replies to the email have not even been delivered to marriott(It was a no reply email). I even looped the hotel's email in the chain but never heard back.

I am appalled by the terrible level of customer service. They can change payment methods as per their will?
Highly suggest to avoid this property!!