Cancelling/Changing Old SPG Reservations Post Aug 18 - Points Refund Delay
#91
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,737
#92
Join Date: Apr 2005
Programs: Starwood:Lifetime Platinum, Air Canada:Basic, Asiana:Lifetime Diamond Plus, ANA: Basic
Posts: 980
I was told to use this email address: [email protected]
#93
Join Date: Jan 2010
Location: Laguna Beach, CA
Programs: SPG Gold, HHonors Gold, Hyatt Diamond
Posts: 363
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]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
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?
#94
Original Poster
Join Date: Sep 2012
Location: YVR
Posts: 1,846
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!
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!
#95
Join Date: Nov 2001
Location: New York, NY
Posts: 639
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...
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...
#96
Join Date: Mar 2005
Posts: 134
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...
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...
#97
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,642
This thing is beyond botched, but I think we all know that by now...
#98
Join Date: Mar 2005
Posts: 134
Thanks for keeping hope alive! Really tired of calling and holding, but it is a lot of points.
#99
Join Date: Sep 2017
Location: SFO
Programs: UA Silver, AA Platinum, Alaska MVP, Hyatt Discoverist, National Executive
Posts: 116
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.
#100
Join Date: Dec 2010
Posts: 495
Thanks for the update. Curious, legacy SPG hotel? Booked prior to 18th? Did you call SPG or Marriott?
#101
Join Date: Mar 2005
Posts: 134
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.
#102
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,642
All together now, indeed.
#103
Join Date: Dec 2001
Location: SPG Lifetime Plat, Hyatt Diamond, Hilton Gold:AA Plat, Now retired but previous NWA PLAT 2 Million +, United 1K plus etc etc
Posts: 541
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:
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.
#104
Join Date: Jan 2016
Posts: 905
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.
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.
#105
Join Date: Sep 2017
Location: SFO
Programs: UA Silver, AA Platinum, Alaska MVP, Hyatt Discoverist, National Executive
Posts: 116
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.
hope this helps.