Originally Posted by platbrownguy

Supposed to be staying at a TownePlace Suites tonight, prepaid res, one night, booked via marriott.com a week ago and already charged. Noticed a couple hours ago I had not yet been upgraded on the app so I sent a note by chat saying "hi, I'll be arriving around 10pm and leaving early, any chance of an upgrade to a 1br suite?" to which I received a prompt reply greeting me by name and saying absolutely, we will upgrade you to a 1 bedroom, see you soon. Great.

10 minutes later, I refreshed the app and the reservation was gone, along with the chat, of which I'd failed to take a screenshot despite thinking that I probably should. I type in the res # on marriott.com and it pulls up a cancellation #. Of course, I never canceled anything. So I fired off a message to the (useless) ambassador people seeing if they can ensure that my reservation is secure.

I half expect the ambassador people to botch this further, but is there anything else I should do at this point? I'm in the air with 90 minutes to go so I can't call the property, and I can no longer chat with them since the reservation disappeared. Am I entitled to the ultimate reservation guarantee if the res is not honored? (free night & 90k would by all rights be an even better outcome) -- on the one hand they could say "the res was canceled" but surely if the guest didn't actually cancel the res, that can't get them out of the guarantee (otherwise an unscrupulous property would simply cancel any guest's res rather than honor the guarantee)

Hopefully this is just a glitch where whoever agreed to upgrade me accidentally made a new res for the upgraded room and canceled the original res... but with Bonvoy I do not have high hopes!