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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

Old Aug 31, 18, 9:33 am
  #91  
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Join Date: Oct 2000
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Originally Posted by wobbly wings View Post
I had a points reservation that I cancelled around the 18 but I do not believe I received the points back. Certainly the statement says I didn't. Who should I contact? My statement still has several missing stays for July/August.
I was told to use this email address: [email protected]
SanDiego1K is offline  
Old Aug 31, 18, 11:49 am
  #92  
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Originally Posted by SanDiego1K View Post
I was told to use this email address: [email protected]
Seems like the email doesn't exist anymore.
yeunganson is offline  
Old Aug 31, 18, 5:52 pm
  #93  
 
Join Date: Jan 2010
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Originally Posted by Starwood Lurker View Post
Then my best suggestion is to reach out to your Ambassador and explore the possibilities.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
I have 3 award stays coming up early next month, all of which should cost less currently than they did when I booked them. I'm trying to get a refund for the difference. The hotels do not have award availability currently. Multiple phone calls have resulted in either representatives who understood my issues but said they were unable to help, try again later; reps who couldn't figure out the math; a supervisor who said he needed to manually adjust but couldn't do it now, try again later; and (on the Marriott line) a rep who could not see my reservations and eventually hung up on me instead of putting me on hold.

Just right now I waited 40 minutes, the phone started ringing, and then it hung up on me.

I leave for my trip soon and won't be able to afford a hour of waiting on hold. I emailed Marriott Rewards ([email protected]) a few days ago but haven't gotten any response. I just tried sending the same email to [email protected] but mail is undeliverable to that address.

Do I just hope that someone will retroactively give me points for the difference if I call back after my trip some time in late September?
mgchan is offline  
Old Sep 3, 18, 10:40 pm
  #94  
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I think that EVERYONE should demand to get a points adjustment manually if they cannot guarantee success in cancel/rebook situation (just like Pesos reported with his 40K gift). They made a commitment to adjust the points for anyone that booked a reward that went down in value after the merger (and this is is writing). If they are unable to do it before you stay at your hotel, document all conversations/names, and then deal with it after the fact. I was lucky enough to have space and the points to re-book at my hotel, but the lack of availability nor the points refund SNAFU shouldn't be preventing everyone else from doing the same.

I have to say, after reading all these posts - all that stood out is that THIS guy:

William R. Sanders
Social Media Specialist
Marriott International

...was obviously out to lunch when he was answering Margarita Girl's question. It's not your English Margarita Girl (your post was CRYSTAL CLEAR) - that guy needs help with his reading!
pokee is offline  
Old Sep 4, 18, 8:46 am
  #95  
 
Join Date: Nov 2001
Location: New York, NY
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took an hour last night, but I was able to cancel an award booking (made pre-Aug 18) and get the points back. Can't believe thats seen as a win, but it happened...
Took 2 agents and a supervisor, but I canceled a booking made for 420k points, got the points back, and rebooked for 200k points for a different date a few weeks later. no ability on the SPG side to adjust the original reservation and refund the points difference -- kind of crazy, but...
johnsmith is offline  
Old Sep 4, 18, 9:03 am
  #96  
 
Join Date: Mar 2005
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Originally Posted by johnsmith View Post
took an hour last night, but I was able to cancel an award booking (made pre-Aug 18) and get the points back. Can't believe thats seen as a win, but it happened...
Took 2 agents and a supervisor, but I canceled a booking made for 420k points, got the points back, and rebooked for 200k points for a different date a few weeks later. no ability on the SPG side to adjust the original reservation and refund the points difference -- kind of crazy, but...
This is brutal. That is why I am really stuck in limbo right now. Have a reservation and no flexibility in my dates, no award availability currently, and no way to get the difference refunded. Grrrr
pwdump is offline  
Old Sep 4, 18, 9:09 am
  #97  
 
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Originally Posted by pwdump View Post
This is brutal. That is why I am really stuck in limbo right now. Have a reservation and no flexibility in my dates, no award availability currently, and no way to get the difference refunded. Grrrr
I have had luck in having points manually adjusted for a stay later this week. Agent knowledge of this seems to be scattered at best, but insisting it's possible and asking for a supervisor should help.

This thing is beyond botched, but I think we all know that by now...
CLEguy is offline  
Old Sep 4, 18, 9:20 am
  #98  
 
Join Date: Mar 2005
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Originally Posted by CLEguy View Post
I have had luck in having points manually adjusted for a stay later this week. Agent knowledge of this seems to be scattered at best, but insisting it's possible and asking for a supervisor should help.

This thing is beyond botched, but I think we all know that by now...
Thanks for keeping hope alive! Really tired of calling and holding, but it is a lot of points.
pwdump is offline  
Old Sep 4, 18, 10:20 am
  #99  
 
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about two weeks in, still waiting for my cancelled SPG award refunds, that I need to pay for the Marriott Advance bookings I made for the same dates in a better property. since stays are in October, plan to give it till the end of this week to call in again to Marriott. SPG doesn't seem to have any power so might make more sense to call Marriott.
viperbrown is offline  
Old Sep 4, 18, 1:20 pm
  #100  
 
Join Date: Dec 2010
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Originally Posted by CLEguy View Post
I have had luck in having points manually adjusted for a stay later this week. Agent knowledge of this seems to be scattered at best, but insisting it's possible and asking for a supervisor should help.

This thing is beyond botched, but I think we all know that by now...
Thanks for the update. Curious, legacy SPG hotel? Booked prior to 18th? Did you call SPG or Marriott?
MaxFlying is offline  
Old Sep 4, 18, 1:39 pm
  #101  
 
Join Date: Mar 2005
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Originally Posted by MaxFlying View Post
Thanks for the update. Curious, legacy SPG hotel? Booked prior to 18th? Did you call SPG or Marriott?
Here is the latest I received from @spgassist on twitter:

Hi there. Sorry for the delay in our response as we were reviewing this matter. We can see there are points to be refunded to your account for this reservation. This is a known issue that we are quickly working on a resolution. As soon as a fix is in place, the points will be returned to your account. Please check back with us in a few days to see if this has been resolved. We apologize for any inconvenience.

My confidence level is slightly above zero, but I will be calling again as soon as I have time to sit on hold.
pwdump is offline  
Old Sep 4, 18, 2:24 pm
  #102  
 
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Originally Posted by MaxFlying View Post
Thanks for the update. Curious, legacy SPG hotel? Booked prior to 18th? Did you call SPG or Marriott?
Yes, legacy SPG hotel booked months ago. Called SPG. I can't believe this has never been communicated, but if you have a reservation at a legacy SPG hotel you MUST call SPG customer service to handle anything related to that issue; likewise you MUST call MR customer service for reservations at legacy Marriott properties. Each is unable to see or interact with reservations at the other.

All together now, indeed.
CLEguy is offline  
Old Sep 4, 18, 3:12 pm
  #103  
 
Join Date: Dec 2001
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This is so ridiculous for those of you in this situation that need the points refunded to rebook.
Even if you don’t need them now, waiting 2 weeks and getting stonewalled and not seeing your points returned is very upsetting.

Again, Marriott communicates crap (if you have an immediate need to use these points) that they can fix your problem right away when they can’t and won’t. This is off the complete BS page status.marriott.com that hasn’t been updated in 5 days I guess because everything is “all up and running at this time” as it says.

If you have travel planned in the next two weeks, please reach out to us with any questions about the following categories:
  • Modifying and Canceling Redemption Stays: Some members are reporting a delay in credits of points back to their accounts. If you have an immediate need to use missing points, please contact us.
Bigshaker is offline  
Old Sep 4, 18, 10:23 pm
  #104  
 
Join Date: Jan 2016
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I cancelled a couple of SPG reservations before reading this thread ( cancelled because I’ve rebooked with other hotels , not cancelled the whole trip). No refund yet.I’m really annoyed to have received no reply to emails ( 14 days, 7 days ago) or to a request for a call back ( 7 days ago). I don’t use Twitter or Facebook but would have appreciated the courtesy of a reply to emails .
I’m hedging bets in respect of this program ( hence the cancelled reservations). It’s difficult to imagine a start worse than this has been.
paolo64 is offline  
Old Sep 5, 18, 9:30 am
  #105  
 
Join Date: Sep 2017
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got the refund into the combined account today automatically. had cancelled around August 22, with unsuccessful phone followups. Had submitted a Marriott request in the Contact Us page about 7 days ago, to which no response was received.

hope this helps.
viperbrown is offline  

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