Cancelling/Changing Old SPG Reservations Post Aug 18 - Points Refund Delay
Aug 25, 2018, 9:24 am
#31
Join Date: Jul 2009
Location: USA
Programs: AA EXP, UA GLD, Bonvoy Titan, HH Dia, WoH Exp
Posts: 2,673
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?
Aug 25, 2018, 12:42 pm
#32
Join Date: Nov 2009
Location: BC, Canada
Programs: Marriott LTP
Posts: 138
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...
Aug 25, 2018, 1:18 pm
#33
Join Date: Feb 2005
Location: MD/DC
Programs: Hilton Diamond, IHG Platinum, Marriott Titanium, TK Gold
Posts: 1,536
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
Aug 26, 2018, 8:08 am
#35
Join Date: Feb 2005
Location: MD/DC
Programs: Hilton Diamond, IHG Platinum, Marriott Titanium, TK Gold
Posts: 1,536
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.
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.
Aug 26, 2018, 8:45 am
#36
Join Date: May 2012
Posts: 492
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.
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.
Aug 26, 2018, 9:25 am
#37
Join Date: Jun 2015
Posts: 84
When was the original reservation made?
Aug 26, 2018, 9:43 am
#38
Join Date: Jun 2017
Location: Chicago, IL
Programs: Hyatt Globalist, Hilton Diamond, Marriott Gold, Airline Nobody
Posts: 64
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.
Aug 26, 2018, 11:19 am
#40
Original Poster
Join Date: Sep 2012
Location: YVR
Posts: 1,847
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...
Aug 26, 2018, 11:35 am
#41
Join Date: Feb 2005
Location: MD/DC
Programs: Hilton Diamond, IHG Platinum, Marriott Titanium, TK Gold
Posts: 1,536
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...
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...
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.
Aug 26, 2018, 9:09 pm
#43
Join Date: Feb 2015
Posts: 188
i cancelled a Marriott reservation a couple days ago... those points disappeared too. I didn’t think it was worth sitting on hold for hours just to be told to call back later, so I haven’t had them look into it yet
Aug 27, 2018, 4:08 am
#44
Join Date: Jun 2011
Programs: SPG Platinum, Hyatt Diamond
Posts: 1,134
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.