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Cancelling/Changing Old SPG Reservations Post Aug 18 - Points Refund Delay

Cancelling/Changing Old SPG Reservations Post Aug 18 - Points Refund Delay

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Old Aug 25, 18, 9:24 am
  #31  
 
Join Date: Jul 2009
Location: USA
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Anyone know if reservations booked on the Marriott side pre-integration and canceled afterwards are getting their points back? Is this problem happening only on the SPG side?
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Old Aug 25, 18, 12:42 pm
  #32  
 
Join Date: Nov 2009
Location: BC, Canada
Programs: Marriott LTP
Posts: 106
No reports of this in the Marriott section of the forums. I would assume not, as it appears that the SPG data was (poorly) imported into the Marriott system. The Marriott data probably just stayed resident in the same databases, hence the lack of issues...
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Old Aug 25, 18, 1:18 pm
  #33  
 
Join Date: Feb 2005
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Originally Posted by Time traveller View Post
Anyone know if reservations booked on the Marriott side pre-integration and canceled afterwards are getting their points back? Is this problem happening only on the SPG side?
I'll give you a data point - take as it is - only data point:

On Monday (after combining the accounts to Marriott as the main account) I did:

1. Made a test award reservation to SPG hotel and cancelled immediately - points back to my account immediately.
2. Cancelled Marriott reservation made prior to 8/18 - points immediately back to my account (use to book a new SPG reservation replacing one at a higher price).
3. Cancelled SPG resesrvtion made prior to 8/18 - 375K points still missing and never posted back to my account
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Old Aug 26, 18, 1:12 am
  #34  
 
Join Date: Mar 2014
Posts: 57
Has anyone had any luck getting a points refund for stays that are too late to cancel? For example, you have an SPG stay booked next week.. it's too late to cancel without penalty... will they give you the new lower redemption rate?
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Old Aug 26, 18, 8:08 am
  #35  
 
Join Date: Feb 2005
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SUCCESS!!!

Called into the Marriott line - the agent manually canceled the award certificate that was associated with the old award reservation and the points are back to my account.

15 minutes wait time, but less than 5 minutes agent time to get it all done.
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Old Aug 26, 18, 8:45 am
  #36  
 
Join Date: May 2012
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Originally Posted by smokie View Post
Update:

I spoke with a Plat concierge today who said they are getting an overwhelming number of calls about this. She deviated from the script a bit and expressed that the SPG reps are livid with the botched migration.

She told me not to expect this to be resolved for another 20 days...!!!!!

Unbelievable.
Was also told will be Sep 15 before all resolved
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Old Aug 26, 18, 9:25 am
  #37  
 
Join Date: Jun 2015
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Originally Posted by MD/DC Flyer View Post
SUCCESS!!!

Called into the Marriott line - the agent manually canceled the award certificate that was associated with the old award reservation and the points are back to my account.

15 minutes wait time, but less than 5 minutes agent time to get it all done.
When was the original reservation made?
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Old Aug 26, 18, 9:43 am
  #38  
 
Join Date: Jun 2017
Location: Chicago, IL
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Plat line was still unable to modify my Prince de Galles reservation to refund me 120k points. I told the agent I knew that it wasn't her fault but I still needed to voice my extreme displeasure at how this was being handled. "Call back later" is getting really old, really fast.
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Old Aug 26, 18, 9:48 am
  #39  
 
Join Date: Feb 2005
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Originally Posted by husky96821 View Post
When was the original reservation made?
July of this year
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Old Aug 26, 18, 11:19 am
  #40  
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Originally Posted by MD/DC Flyer View Post
SUCCESS!!!

Called into the Marriott line - the agent manually canceled the award certificate that was associated with the old award reservation and the points are back to my account.

15 minutes wait time, but less than 5 minutes agent time to get it all done.
Was this for an SPG hotel you'd already cancelled yourself online?

My cancel/rebook was for a stay last week, and now that my stay has come and gone, I wonder if my refunded points sitting in the black hole have now disappeared forever? In other words, if you've already completed the rebooked reservation you were waiting for the points refund for, do you I think that will have an impact on getting the points back?

I am thinking it's time to call again. You'd think after waiting a week that something would have happened, but no...
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Old Aug 26, 18, 11:35 am
  #41  
 
Join Date: Feb 2005
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Originally Posted by pokee View Post
Was this for an SPG hotel you'd already cancelled yourself online?

My cancel/rebook was for a stay last week, and now that my stay has come and gone, I wonder if my refunded points sitting in the black hole have now disappeared forever? In other words, if you've already completed the rebooked reservation you were waiting for the points refund for, do you I think that will have an impact on getting the points back?

I am thinking it's time to call again. You'd think after waiting a week that something would have happened, but no...
It was for a reservation I cancelled my self on the app.

I don't think it matters - they should still see your cancelled reservation and they should still see that the certificate attached is still active and never cancelled.
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Old Aug 26, 18, 8:31 pm
  #42  
 
Join Date: May 2010
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Still move points refunded on my end, will be calling again monday.
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Old Aug 26, 18, 9:09 pm
  #43  
 
Join Date: Feb 2015
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Originally Posted by smokie View Post
No reports of this in the Marriott section of the forums. I would assume not, as it appears that the SPG data was (poorly) imported into the Marriott system. The Marriott data probably just stayed resident in the same databases, hence the lack of issues...
i cancelled a Marriott reservation a couple days ago... those points disappeared too. I didnít think it was worth sitting on hold for hours just to be told to call back later, so I havenít had them look into it yet
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Old Aug 27, 18, 4:08 am
  #44  
 
Join Date: Jun 2011
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Originally Posted by Time traveller View Post
Anyone know if reservations booked on the Marriott side pre-integration and canceled afterwards are getting their points back? Is this problem happening only on the SPG side?
I had a reservation at the Marriott Marquis New York that I canceled and received my points. I had another couple reservations at the St. Regis New York that I canceled and received my points. I know there were a handful of St. Regis properties moved to marriott.com prior to the integration. The St. Regis and W were both booked via Marriott after the integration, but only the W took me back to the legacy SPG system for the cancelation... therein lies the issue.
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Old Aug 27, 18, 7:22 am
  #45  
 
Join Date: Dec 2004
Location: KC Area
Posts: 82
I have an upcoming reservation that the points are now lower on--was just told they won't refund the points. Am I stuck at the higher rate?
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