Cancelling/Changing Old SPG Reservations Post Aug 18 - Points Refund Delay
Sep 6, 2018, 10:39 pm
#121
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 30,986
Sorry, but
Is not crystal clear. She wants 45K for the first night and "what about the second night?" What about the second night?. I would expect "and I believe I should be able to get a xxx pt refund for the second night".
The redemption levels until the end of the year are now 60K pts/night. I believe I should be able to get a 45K pt refund for the first night, but I'm worried about the fact that the hotel is sold out. What about the second night?
Sep 7, 2018, 11:00 am
#122
Join Date: Mar 2015
Posts: 28
It was te second agent I spoke with so may have been lucky on that front - timing wise it was the end of last week.
Sep 7, 2018, 11:40 am
#123
Join Date: Dec 2010
Posts: 495
I was also able to get an existing reservation at the St Regis Bali adjusted without having to cancel and pre-book. The hotel was not sold out however my original reservation remains intact and points refund has hit my account. That was through the US SPG platinum phone line.
Sep 7, 2018, 3:15 pm
#124
Join Date: Jun 2011
Posts: 794
You are very lucky. I called over 5 times to get some points from StR Bali refunded, but they kept on telling me that the avail has to be there for them to adjust and refund the points.
Finally, it showed up on the app, and luckily I still have enough points to book it. Cancelled the previous booking, and the points showed up right away.
Finally, it showed up on the app, and luckily I still have enough points to book it. Cancelled the previous booking, and the points showed up right away.
Sep 7, 2018, 3:45 pm
#125
Join Date: Jan 2016
Posts: 2
It looks like only one person here has been successful so far in getting a points refund on an SPG reservation made pre-merger on a hotel that is currently sold out. Ive called maybe ten times in the past two weeks and have always been given the "can't rebook since no availability so you can't get points back" reasoning. Anyone else have luck? My reservation is on 9/15, so wondering if Marriott would even be able to do anything retroactively after my stay, although I doubt it since they would have no incentive to...
Sep 7, 2018, 4:19 pm
#126
Join Date: Aug 1999
Posts: 86
I just wanted to add my voice to the deeply frustrated customer base. I had to make what should have been a simple change to an older award but requiring phone assistance. I'm now on my third call, and each time requiring almost AN HOUR of hold time on the Plat desk, only to be given contradictory information and still not having the issue resolved. This is the worst executed integration I have ever seen and I cannot wait to burn my SPG points and take my business elsewhere. Congrats Marriott, you just lost an 18 year elite SPG member.
Sep 8, 2018, 2:24 pm
#127
Join Date: Sep 2002
Location: Thousand Oaks, Ca., USA
Programs: AA Lifetime Plat; Bonvoy Titanium Lifetime Elite;Hyatt Globalist; HHonors Diamond; United Silver
Posts: 8,302
Just a successful update on this - @spgassist was able to simply credit the difference for me. No change to the reservation and the points was adjusted.
However, they cannot change the dates without redepositing and rebooking (which leaves you in a twighlight zone of no reservation).
ETA the second request had the points back in about an hour and a half.
Last edited by beachfan; Sep 8, 2018 at 2:52 pm
Sep 10, 2018, 12:36 pm
#128
Join Date: Dec 2002
Posts: 7
I was told that under old Starwood, you can KEEP reservation, but cancel and reissue Award Certificate from SPG to underlying property. Apparently, this capability is not available under Marriott Systems yet(?). My reservation has no availability so I can't rebook reservation (since no Free Night Awards available) so need to reissue certificates to get the refund back. Any idea if Marriott definitely working towards new capability?
Sep 10, 2018, 1:39 pm
#129
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,735
Sep 11, 2018, 5:54 am
#130
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
I was told that under old Starwood, you can KEEP reservation, but cancel and reissue Award Certificate from SPG to underlying property. Apparently, this capability is not available under Marriott Systems yet(?). My reservation has no availability so I can't rebook reservation (since no Free Night Awards available) so need to reissue certificates to get the refund back. Any idea if Marriott definitely working towards new capability?
Sep 11, 2018, 7:19 am
#131
Join Date: Sep 2004
Location: Leesburg, VA
Programs: UA MP (DH is MM 1K, so yeah! so am I!), SPG Platinum/LTG, Marriott Platinum Premier/LT Platinum
Posts: 163
I call the Marriott Platinum line yesterday to get connected to the SPG Plat line (actually just connected me to regular line and then transferred me to Plat line...after I combined accounts, I couldn’t find the SPG Plat # anywhere...used to show up on the app...wrote it down yesterday...).
Anyway, I spoke with a guy named John, and requested the difference back from my award reservation at the Gritti Palace next week (no award availability). Booked in June at what is now 315K Marriott points, now should be 180K. He said he would do it without changing the reservation and that I would get 135K points back (yeah!) in 72-96 hours. We will see. Hasn’t shown up yet, but only 23 hours later. I hope this is fixed by next Thursday when we check in.
Anyway, I spoke with a guy named John, and requested the difference back from my award reservation at the Gritti Palace next week (no award availability). Booked in June at what is now 315K Marriott points, now should be 180K. He said he would do it without changing the reservation and that I would get 135K points back (yeah!) in 72-96 hours. We will see. Hasn’t shown up yet, but only 23 hours later. I hope this is fixed by next Thursday when we check in.
Sep 11, 2018, 8:03 am
#132
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
I call the Marriott Platinum line yesterday to get connected to the SPG Plat line (actually just connected me to regular line and then transferred me to Plat line...after I combined accounts, I couldn’t find the SPG Plat # anywhere...used to show up on the app...wrote it down yesterday...).
Anyway, I spoke with a guy named John, and requested the difference back from my award reservation at the Gritti Palace next week (no award availability). Booked in June at what is now 315K Marriott points, now should be 180K. He said he would do it without changing the reservation and that I would get 135K points back (yeah!) in 72-96 hours. We will see. Hasn’t shown up yet, but only 23 hours later. I hope this is fixed by next Thursday when we check in.
Anyway, I spoke with a guy named John, and requested the difference back from my award reservation at the Gritti Palace next week (no award availability). Booked in June at what is now 315K Marriott points, now should be 180K. He said he would do it without changing the reservation and that I would get 135K points back (yeah!) in 72-96 hours. We will see. Hasn’t shown up yet, but only 23 hours later. I hope this is fixed by next Thursday when we check in.
Has anyone refunded a non-standard rate yet?
Sep 11, 2018, 11:26 am
#133
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
All done
Spent 45 mins on the phone with a very helpful Platinum agent. He refunded the points for the Gritti Palace.
First night was 105K pts, refunded to 60K pts for a credit of 45K pts.
Second night was 113.25K pts, refunded to 83K pts for a credit of 30.25K pts
Points are not visible in my account yet, but agent assured that they are there. I'm very disappointed that the second night is so expensive given that I paid a 2750 pt premium with SPG (8250 Marriott pts) and now I am paying a 23K pt premium with Marriott. I'll keep watching to see if base rooms become available again.
Who needs an ambassador when you can do things much faster yourself!
First night was 105K pts, refunded to 60K pts for a credit of 45K pts.
Second night was 113.25K pts, refunded to 83K pts for a credit of 30.25K pts
Points are not visible in my account yet, but agent assured that they are there. I'm very disappointed that the second night is so expensive given that I paid a 2750 pt premium with SPG (8250 Marriott pts) and now I am paying a 23K pt premium with Marriott. I'll keep watching to see if base rooms become available again.
Who needs an ambassador when you can do things much faster yourself!
Sep 11, 2018, 1:05 pm
#134
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,735
I saw this kind of points discrepancy at another high end hotel. I had no motivation to book a higher level room, though I had done it a number of times under the Starwood program.
Sep 12, 2018, 7:33 pm
#135
Join Date: Mar 2005
Posts: 134
Tweeted @spgassist How can I get the difference in points refunded for reservation at a property that now costs less points? I can't cancel and rebook because there is no points availability.
They asked me to DM reservation and account info. Points refunded in about 6 hours.
Note: I tried this same thing 3 times previously unsuccessfully, so try, try again.
They asked me to DM reservation and account info. Points refunded in about 6 hours.
Note: I tried this same thing 3 times previously unsuccessfully, so try, try again.
