Originally Posted by cerberusbites

Dear all,
I had a stay at the 101 Hotel Reykjavik, booked through marriott.com, and filed a missing stay request through the marriott.com website.
This morning I was astonished to get an email from Prateek claiming that "The hotel indicated in your email is a non participating Marriott property, nor is it part of the Marriott family of hotels affiliated with Marriott Bonvoy."
Have you had this situation before? I responded to the email pointing out that the hotel is very clearly listed as a Design Hotels property, but I still found the email from Customer Care super confusing. Any tips/ideas will be greatly appeciated! Thanks!!

Originally Posted by jah718

I just find it astonishing that I can go on the Bonvoy website, find this hotel, and book it using my Bonvoy points, yet an actual Marriott employee could still come back to me and tell me it is not associated with Marriott.

Absolutely baffling.