Cancelling/Changing Old SPG Reservations Post Aug 18 - Points Refund Delay
#151
Join Date: Jan 2010
Location: Laguna Beach, CA
Programs: SPG Gold, HHonors Gold, Hyatt Diamond
Posts: 363
Anyone have success getting points back on stays already completed? Post merger but pre stay (in early September) one rep suggested that a retroactive credit would be no problem but now the reps I get are clueless. Just wondering how hard to try. The difference in points is something like 200k points depending what they consider peak season and how they handle 5th night free.
I waited well over a month to try getting refund of award points for a stay at St. Regis Princeville Resort over Christmas. First 2 calls to SPG Plat line and Marriott Plat lines went for 45 min no answer. This morning I got through to Marriott Plat line bu agent could not see SPG reservation so she transferred my call to an SPG agent. SPG agent could not do anything about the refund of points, even consulting with a supervisor. I was told to call back in 1 week.
How is it that some agents have been able to issue refund?
SPG Plat line used to be great, but now worthless? I cannot even get my calls answered, after waiting for 45 minutes.
How is it that some agents have been able to issue refund?
SPG Plat line used to be great, but now worthless? I cannot even get my calls answered, after waiting for 45 minutes.
At least this helps to balance the inability to upgrade travel certificates after the merger when we were told by a rep before the merger to wait until after the merger to upgrade. With the refunded points combined with the refund from the travel package we were able to basically book the same stay we wanted in the first place.
#152
Join Date: Jun 2007
Location: JAX
Programs: UA Plat MM, AA Gold MM, Marriott LTT, Hyatt Globalist
Posts: 3,770
What if I did not have the habit of taking screen shots? What if I was not lucky enough that I had made another unrelated reservation just prior to the one in question to prove what my account balance was immediately before I booked? I would have to kiss good bye to my points?
#153
Join Date: Dec 2004
Location: MKE
Programs: Hyatt Globalist, AA Plat Pro, MR LTP, others from cards
Posts: 890
MR says I can't reprice SPG reservation to new lower category! True?
Back when the new award categories were announced, I used my Starpoints to reserve two holiday season nights at a the Hacienda Uaymon, which was 25K SPG points a night, because I knew it would be dropping to the new Cat 6, for 50K MR points a night. I knew that I would have to call in to get it repriced, but had been put off by all the talk of delays and IT problems so assumed that things would get better later in the fall.
I just tried calling in to get it repriced, and it was a nightmare. Lots of struggling with the automated system to get through to a human. The first agent transferred me somewhere and I spent 25 minutes on hold before being disconnected. The second one started to help me, transferred me without telling me she was going to, and I had 10 minutes of unexpected hold announcements in Spanish (which I don't speak) before getting through to an agent who told me the only way to do it is to cancel and rebook. Except the reservation has a 90 day cancellation window, so he says I am out of luck and there is no way to reprice or credit,
I must admit that with the merger chaos I've been avoiding Marriott and haven't been monitoring things closely. Did all the talk about being able to reprice SPG reservations without cancelling them turn out to be wrong? Or is there a desk somewhere that can reprice my reservation and credit me the 50K points? Thanks for any pointers. I've spent a while looking for a thread that might have the answer, but didn't find it.
I just tried calling in to get it repriced, and it was a nightmare. Lots of struggling with the automated system to get through to a human. The first agent transferred me somewhere and I spent 25 minutes on hold before being disconnected. The second one started to help me, transferred me without telling me she was going to, and I had 10 minutes of unexpected hold announcements in Spanish (which I don't speak) before getting through to an agent who told me the only way to do it is to cancel and rebook. Except the reservation has a 90 day cancellation window, so he says I am out of luck and there is no way to reprice or credit,
I must admit that with the merger chaos I've been avoiding Marriott and haven't been monitoring things closely. Did all the talk about being able to reprice SPG reservations without cancelling them turn out to be wrong? Or is there a desk somewhere that can reprice my reservation and credit me the 50K points? Thanks for any pointers. I've spent a while looking for a thread that might have the answer, but didn't find it.
#154
Join Date: Dec 2004
Location: MKE
Programs: Hyatt Globalist, AA Plat Pro, MR LTP, others from cards
Posts: 890
To answer my own question, in case that helps anyone. Rather than call again, I decided to email the general MR address. Having one phone experience like that was enough and had taken more than an hour and left me in a bad mood. I kept the email simple – a request to adjust the price and credit the points, rather than a moan about the phone service.
That was Friday. Today (Tuesday) I got a helpful email announcing that “I have canceled your original certificate for 150,000 points and issued a new one for the 100,000 points.” So repricing is still possible, but how you get through to someone who knows that is a mystery. The email came from a “eService Champion” with Starwood, so maybe that indicates some level of escalation or perhaps it’s just title inflation.
That was my first interaction of any kind with Starriott since August, and it’s not filling me with enthusiasm for more. IHG has better customer service, which is such a sad decline from the glory days of SPG platinum. I’ll use the status where it makes sense, and try to burn the rest of my points, but requalifying with Hyatt is going to be my priority next year. Am keeping my three Marriott credit cards, but putting them in the drawer for the renewal nights only. Also I just realized that LTP isn’t going to get me any airline benefits next year, which is frustrating as I could have earned UA silver if I’d flown one more segment on their metal. Guess I’ve not been following these things on FT as obsessively as I used to.
That was Friday. Today (Tuesday) I got a helpful email announcing that “I have canceled your original certificate for 150,000 points and issued a new one for the 100,000 points.” So repricing is still possible, but how you get through to someone who knows that is a mystery. The email came from a “eService Champion” with Starwood, so maybe that indicates some level of escalation or perhaps it’s just title inflation.
That was my first interaction of any kind with Starriott since August, and it’s not filling me with enthusiasm for more. IHG has better customer service, which is such a sad decline from the glory days of SPG platinum. I’ll use the status where it makes sense, and try to burn the rest of my points, but requalifying with Hyatt is going to be my priority next year. Am keeping my three Marriott credit cards, but putting them in the drawer for the renewal nights only. Also I just realized that LTP isn’t going to get me any airline benefits next year, which is frustrating as I could have earned UA silver if I’d flown one more segment on their metal. Guess I’ve not been following these things on FT as obsessively as I used to.
#156
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,404
#157
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Glad you got it worked out.
There are lots of examples in this thread:
https://www.flyertalk.com/forum/marr...und-delay.html
I was able to reprice stays at the Gritti Palace and the Danieli by calling the Plat line. I couldn't cancel/rebook as there was no availability left.
There are lots of examples in this thread:
https://www.flyertalk.com/forum/marr...und-delay.html
I was able to reprice stays at the Gritti Palace and the Danieli by calling the Plat line. I couldn't cancel/rebook as there was no availability left.
#158
Join Date: Apr 2005
Location: NYC
Posts: 1,756
I just found this thread. A friend of mine booked a starwood stay on Aug 12, 2018 for a stay April. 2019 and cancelled the reservations 10 days ago (Jan 10th, 2019) and found no points are being returned to his combined account.
Now trying to call Marriott to get this resolved.
Now trying to call Marriott to get this resolved.
#159
Join Date: Oct 2009
Posts: 236
Points Credit for Category Reduction?
In July 2018, I booked a 5 night award stay at the Springhill Suites Pensacola Beach during the Blue Angels air show in July 2019. 40k points per night plus 5th night free, for a total of 160k points.
The hotel apparently went down a category last August because it now shows as a Category 5 hotel, which would cost 140k points for five nights.
It’s headed up to a Category 6 hotel in March, which would run at total of 200k points for 5 nights.
I can’t rebook now and use 140k vs. 160k points because there’s no award availability. And believe it or not, the cash rate for my room those nights is $842/night. (No, that’s not a typo.)
Is there any way for me to get the 20k points refunded to me even though I can’t cancel and rebook?
The hotel apparently went down a category last August because it now shows as a Category 5 hotel, which would cost 140k points for five nights.
It’s headed up to a Category 6 hotel in March, which would run at total of 200k points for 5 nights.
I can’t rebook now and use 140k vs. 160k points because there’s no award availability. And believe it or not, the cash rate for my room those nights is $842/night. (No, that’s not a typo.)
Is there any way for me to get the 20k points refunded to me even though I can’t cancel and rebook?
#161
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.035MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 52,139
Some people have had success by using the "modify reservation" feature online, but if that doesn't work, you'll have to call and see what they say.
#162
Join Date: Oct 2009
Posts: 236
In July 2018, I booked a 5 night award stay at the Springhill Suites Pensacola Beach during the Blue Angels air show in July 2019. 40k points per night plus 5th night free, for a total of 160k points.
The hotel apparently went down a category last August because it now shows as a Category 5 hotel, which would cost 140k points for five nights.
It’s headed up to a Category 6 hotel in March, which would run at total of 200k points for 5 nights.
I can’t rebook now and use 140k vs. 160k points because there’s no award availability. And believe it or not, the cash rate for my room those nights is $842/night. (No, that’s not a typo.)
Is there any way for me to get the 20k points refunded to me even though I can’t cancel and rebook?
The hotel apparently went down a category last August because it now shows as a Category 5 hotel, which would cost 140k points for five nights.
It’s headed up to a Category 6 hotel in March, which would run at total of 200k points for 5 nights.
I can’t rebook now and use 140k vs. 160k points because there’s no award availability. And believe it or not, the cash rate for my room those nights is $842/night. (No, that’s not a typo.)
Is there any way for me to get the 20k points refunded to me even though I can’t cancel and rebook?