Hello,

Dealing with a strange situation I haven’t dealt with before and looking for ideas on how to get this resolved.

Some background info:
- I booked a stay using points back in April 2023 for a Jan 2024 stay in Europe. The booking was for two rooms using points (66k each room) and at the time, I received confirmation that I was redeeming 132K points for the stay and balance showed reduced points in my account.
- After I checked in for the stay in Jan 2024, I noticed that Marriott had deducted another 78K points from my account under a different booking code for stay at the same hotel. The original booking code now showed only one room and the 2nd room showed up under the new code.
- I reached out to Marriott CS via the online form and got an email saying they are forwarding to accounting.
- A couple of days later, I got another email from Marriott, presumably accounting, saying they understood I wanted to change my reservation and they were going to ask the hotel manager to connect with me. When I responded that wasn’t the issue, they again said it needs to be discussed with the hotel management and someone from the hotel will be in touch
- Next day the hotel manager reached out and asked me to share any details I had regarding the point deduction. I provided a copy of the email but didn’t hear back from the manager till after checkout. He basically told me via email that while he can see the discrepancy, he can’t resolve it and it needs to be handled by Marriott international and provided a couple of emails.
- Since then, I’ve sent emails to the addresses provided by the hotel management (one of the addresses bounced), and also sent follow-up emails to the original emails generated when I first raised the issue to Marriott corporate and there’s has been no response.

Questions:
- Has anyone run into this kind of situation before?
- How do I escalate this to get the points back?
- any suggestions to avoid this in the future?

Thanks for your help!