Ancien Maestro

Perfect.. so did they refund the points onto your account? or did they honor the points quoted?

^

mnredfox

Honor the pts quoted. Since it was 75K pts taken out for 3 nights, they gave me 60K pts. Now I should cancel and stay somewhere else.

Wouldn't do that of course...

Old Key West

Not sure if this the correct place for this post, but since it concerns a PB reservation, it seems to be the best choice.

Made a PB reservation for next month at the IC in Cleveland for one night (5000 points). Did this on July 19. Award Wallet today showed a 5000 point increase to my Priority Club account which I thought was high since the only points going in there currently are from dining awards.

Checked my account and I had a reversal of 5000 from the upcoming reservation at the IC. Looked closer at the reservation and found that it was changed to a cash stay as of yesterday. No communication or notice that this was done.

Called Priority and they said this was done by the hotel, I would have to call them. Fine, I just did and after talking to four people there, I was told a manager would call me tomorrow.

Has anyone heard of this happening? How can a hotel arbitrarily change the reservation from award nights to cash? Any input or insight into this?

soitgoes

This happens occasionally, almost always inadvertently. If hotels make changes to an award reservation prior to checkin, then the system gets messed up and the award gets detached from the reservation.

Jaimito Cartero

I've had this happen before. I just take the original reservation printout. Never been charged yet.

soitgoes

The biggest issue is really for the hotel, as if they don't fix it, they won't get any reimbursement from PCR.

Hannibal Lecter

no the biggest issue is if the hotel change it back to a award night reservation and
the hotel is no longer on PB, then 30/40k will be deducted from the members account.

Old Key West

This was actually my fear. I don't want it "fixed" at the standard point amount since I don't think this IC is PB anymore.

Thanks everyone for the input. If the hotel tells me tomorrow something different than experienced above, I will advise.

soitgoes

Yeah, but that can be fixed manually.

Hotels are admonished against doing things to cause this issue, but it happens now and then:

Ancien Maestro

Or you end up having to pay the going rate in cash $$$ money.. Without authorization, I can't see how they can reverse the reservation, and go back to dip into the regular amount of points..

Could explain why the reservations got dropped in IT.. to a regular reservation..

mnredfox

So are these "phantom PB's"? Is there any other way but dumb sheer luck in finding these?

Ancien Maestro

Once scoring on an exception.. it would not be smart to cancel and book on regular points.. 100% totally agree..

If you know what to look for.. you can certainly generate and print these out if genuinely interested in staying at properties for the quoted dates, room and amount of points..

Old Key West

Update: I finally got a hold of a manager at the Cleveland IC and she told me the hotel didn't change my 5,000 PB reservation to cash. It had to be PC. Well, PC told me the hotel did it (which is what I'm sure happened). So no change of my reservation back to points.

This exact same scenario happened to someone else. After half an hour on the phone, he got it fixed, but lost the Ambassador floor the orginial reservation was made under (same as I).

I'm leaning towards leaving it alone and just taking a copy of my original reservation and insisting I get what I booked. The only reason I even knew there was a problem was I saw points go back into my account. No notice from PC or IC that my reservation was changed (and everyone denies they did it).

Ancien Maestro

Yeah.. sounds fishy to me..

These reservations have a history of changes built in to them.. I would trust PC, and not the hotel..

Perhaps PC can override the reservation and switch it back to points ahead of your reservation.. I hate to see you go to your reservation and be dissapointed.. but maybe the only option you have.. worst case scenario having to pay the reservation its been changed to..

docklander

For sure they can .I once got them to amend a PB stay at an IC with the hotel off the PB list.They did it all within the hour.Where there's a will there's a way