Warning - do not cancel SPG points bookings yet
Aug 24, 2018, 3:19 pm
#16
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,747
Missing points and when we might see them (Starwood side)
I merged my Starwood account to my Marriott account the first day possible. The information below is specific to those in that situation.
I have been told that it will take 7 days for points from cancelled Starwood bookings to be returned to my account.
I have been told that it will take 3 to 4 days for points from adjusted Starwood bookings to be returned to my account. This is from a booking made when it cost 35,000 SPG points and now costs 60,000 Marriott points. The agent had me on hold for more than 30 minutes to make the adjustment. I am unable to see anything on my side. The booking continues to show the points that were taken when the booking was made. Although I was given the 3 to 4 day marker, I was told it would happen when the hotel "syncs" to the Marriott platform.
When I realized that my points from cancelled bookings did not immediately show up in my Marriott account, I stopped cancellations. I want less to track.
When I was told that it will take several days for points to return from adjusted bookings, I stopped making those updates. I have been told that once the properties "sync" it will be very easy for the rep to make the change.
At this moment, if there is something I want to do with a Marriott award booking, I have to call Marriott. If there is something I want to do with a Starwood award booking, I have to call Starwood.
Most of my points are currently tied up due to the above issues. i am unable to book with points I don't have due to their software issues.
Agents have been uniformly pleasant despite what surely has been a difficult week for them.
I have been told that it will take 7 days for points from cancelled Starwood bookings to be returned to my account.
I have been told that it will take 3 to 4 days for points from adjusted Starwood bookings to be returned to my account. This is from a booking made when it cost 35,000 SPG points and now costs 60,000 Marriott points. The agent had me on hold for more than 30 minutes to make the adjustment. I am unable to see anything on my side. The booking continues to show the points that were taken when the booking was made. Although I was given the 3 to 4 day marker, I was told it would happen when the hotel "syncs" to the Marriott platform.
When I realized that my points from cancelled bookings did not immediately show up in my Marriott account, I stopped cancellations. I want less to track.
When I was told that it will take several days for points to return from adjusted bookings, I stopped making those updates. I have been told that once the properties "sync" it will be very easy for the rep to make the change.
At this moment, if there is something I want to do with a Marriott award booking, I have to call Marriott. If there is something I want to do with a Starwood award booking, I have to call Starwood.
Most of my points are currently tied up due to the above issues. i am unable to book with points I don't have due to their software issues.
Agents have been uniformly pleasant despite what surely has been a difficult week for them.
Aug 24, 2018, 6:18 pm
#19
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
FWIW my Ambassador indicated to me today that it is supposed to take 7-10 days from today for them to be able to get refund points for my previously booked Cat 7 awards. I can’t say that the timeframe will be the same for anyone else, but at least it gives everyone a possible timeframe for expectation.
Last edited by bhrubin; Aug 24, 2018 at 6:29 pm
Aug 24, 2018, 6:27 pm
#20
Join Date: Nov 2010
Posts: 787
FWIW my Ambassador indicated to me today that it is supposed to take 7-10 days for them to be able to get refund points for my previously booked Cat 7 awards. I can’t say that the timeframe will be the same for anyone else, but at least it gives everyone a possible timeframe for expectation.
Aug 24, 2018, 7:36 pm
#23
Join Date: May 2005
Location: YVR
Programs: AC SE, Alaska MVP Gold, Bonvoy Titanium, IHG Diamond
Posts: 158
7-10 days from today!? I really wonder how long it would take to resolve this "issue" if it was the other way around and points were being redeposited when they shouldn't be. 
Aug 24, 2018, 11:36 pm
#25
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,404
And since they changed the domain name and my SPG number, I didn't know I was logged into my Marriott account when I madea new reservation. So now I have 2 reservations. Argh. What a mess!
Aug 24, 2018, 11:44 pm
#26
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Aug 25, 2018, 9:16 pm
#29
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor P | SQ-G | Marriott T
Posts: 3,831
Well, they seem still unable to resolve the missing transaction for last 1-2 months issue.
I have cancelled all those booking that I don’t really need. This kind of issue is expected.
I have cancelled all those booking that I don’t really need. This kind of issue is expected.
Aug 26, 2018, 9:55 am
#30
Join Date: Feb 2005
Location: MD/DC
Programs: Hilton Diamond, IHG Platinum, Marriott Titanium, TK Gold
Posts: 1,536
Managed to get my points credited back to my account today by calling the Marriott (not SPG) line.
Even though it was an SPG reservation the agent had no problem pulling it up, seeing that the reward certificate was never canceled, cancel it and the points showed up in my account immediately.
I think the update done yesterday is the key - last week the could not even see the reservation on the Marriott side.
Even though it was an SPG reservation the agent had no problem pulling it up, seeing that the reward certificate was never canceled, cancel it and the points showed up in my account immediately.
I think the update done yesterday is the key - last week the could not even see the reservation on the Marriott side.