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W Points Booking SPG -> Marriott, 340,000 Points Lost, Switched to Cash Booking

W Points Booking SPG -> Marriott, 340,000 Points Lost, Switched to Cash Booking

Old Nov 29, 18, 5:35 pm
  #1  
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W Points Booking SPG -> Marriott, 340,000 Points Lost, Switched to Cash Booking

I'm giving this its own thread because I think this is severe enough (forgive me mods if I'm doing wrong here). I made a points booking for the W Maldives for 340,000 points (240,000 points for the base room plus 100,000 for room upgrade to an overwater suite for 5 nights).

The reservation has migrated from SPG to Marriott and I've been given a new reservation number.

The reservation has now switched to a cash booking and my points are gone.

Original Reservation:



New Reservation:




Reservation Change Confirmation:




Currently on the phone to my second agent. First hung up on me after saying they needed help.

Utterly appalling.

Update: Agent has told me they have to send a case over to the property to fix. This does not make sense to me at all - this is a central reservations issue.

Lurkers, please help me.

PII removed at suggestion of Starwood Lurker.
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Last edited by MrM2016; Nov 29, 18 at 6:50 pm
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Old Nov 29, 18, 5:50 pm
  #2  
 
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Email the lurkers. They will help you much more quickly than the phone agents.
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Old Nov 29, 18, 5:55 pm
  #3  
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This has been reported in other threads. You're not alone!
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Old Nov 29, 18, 6:12 pm
  #4  
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Originally Posted by nexusCFX View Post
Email the lurkers. They will help you much more quickly than the phone agents.
I am talking with @spgassist on Twitter. I believe it's the same team(?), but happy to be corrected.

I now have a case number, but the agent checked with two different people who told her that the property needs to resolve it. This makes no sense to me, how can we be in a position where a migration by Marriott IT leaves these for the properties to resolve? And what happens if the property says, "Don't want another points redemption! You can pay cash or cancel."

At least the second agent tried her very best to help me, she really did her level best. Great CSA.

I'm in Europe so I'm going to sleep now and will deal with this disaster tomorrow.. For anyone else out there with W Points reservations, please check them.

Last edited by MrM2016; Nov 29, 18 at 6:52 pm
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Old Nov 29, 18, 6:14 pm
  #5  
 
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I had hundreds of thousands of points go missing as well, perhaps due to migration of reservations but who knows? In the end, what really got Marriott to make good on it was that I had actually taken a couple of screenshots at how many points I had in my account at one point and then they could basically just do the math to see how many points I earned and redeemed since that point. Your situation is a little different in that yours went missing from the reservation itself, but I would hope that since you have some screenshots and show the beginning balance of points, that they can try to figure out where they went and fix this. I am sorry you have to go through this, but I encourage you to be patient and persistent, no matter how many times you have to call back and/or get hung up on because they don't know how to handle it.

It is unfortunate that the phone number for Mr. Marrott's office is dead as I think that is who I would have called at this point if I were you. Good luck.
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Old Nov 29, 18, 6:28 pm
  #6  
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Originally Posted by MrM2016 View Post
...Update: Agent has told me they have to send a case over to the property to fix. This does not make sense to me at all - this is a central reservations issue.

Lurkers, please help me. I'm leaving the reservation numbers published in the above images. My email on file is correct.
First of all, our very sincere apologies for the scare, but this is very likely something that was due to the recent migration of W Hotels to Marriott's systems. I can see that two different cases have been opened and sent to the resort for correction. As there is nothing additional that we can do at this time, we will allow these cases to be resolved first and, failing that, if we are required to do so, we will escalate the issue to the proper teams for a further look. But, I think it very doubtful that your booking will be changed to a paid-rate reservation once this process completes itself.

In the meantime, no one has "lost" any points. Neither have they vaporized into thin air. They are still invested in the original e-certificate for your original booking. Since that is the case, the e-certificate can be deleted up thirty days before arrival, so the points can be returned. However, I really do not think it will come to that. Some way, some how, I believe your original arrangements are going to be upheld.

Finally, since I have all the information I need to continue to follow these cases, you may want to consider removing any sensitive data from your post.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
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Old Nov 29, 18, 6:49 pm
  #7  
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Originally Posted by Starwood Lurker View Post
First of all, our very sincere apologies for the scare, but this is very likely something that was due to the recent migration of W Hotels to Marriott's systems. I can see that two different cases have been opened and sent to the resort for correction. As there is nothing additional that we can do at this time, we will allow these cases to be resolved first and, failing that, if we are required to do so, we will escalate the issue to the proper teams for a further look. But, I think it very doubtful that your booking will be changed to a paid-rate reservation once this process completes itself.

In the meantime, no one has "lost" any points. Neither have they vaporized into thin air. They are still invested in the original e-certificate for your original booking. Since that is the case, the e-certificate can be deleted up thirty days before arrival, so the points can be returned. However, I really do not think it will come to that. Some way, some how, I believe your original arrangements are going to be upheld.

Finally, since I have all the information I need to continue to follow these cases, you may want to consider removing any sensitive data from your post.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
Thank you for your response, this is very reassuring and greatly appreciated. I have updated my original post to remove PII based on your feedback.

Your colleagues over @spgassist have a different message, which is bewildering.

I'll let the cases be worked (which I hope remain open), but I think it's an absolutely reasonable ask to see the reservation displaying this is as a points redemption at the end of all this.

Nonetheless, thank you again. I will now cross all my fingers (and really go to sleep this time...).
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Old Nov 29, 18, 7:01 pm
  #8  
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Originally Posted by MrM2016 View Post
Thank you for your response, this is very reassuring and greatly appreciated. I have updated my original post to remove PII based on your feedback.

Your colleagues over @spgassist have a different message, which is bewildering.

I'll let the cases be worked (which I hope remain open), but I think it's an absolutely reasonable ask to see the reservation displaying this is as a points redemption at the end of all this.

Nonetheless, thank you again. I will now cross all my fingers (and really go to sleep this time...).
I assume you are from the Marriott side of the merger. The SPG Lurkers are the best, bar none! Everything will be fine!
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Old Nov 29, 18, 7:40 pm
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My award booking for the W Maldives as well turned into a cash booking with a new reservation number. This is really frustrating and my reservation is for Mid Jan 2019.
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Old Nov 29, 18, 8:27 pm
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Dreading Round 5- I have several St Regis & Luxury Collection Award Bookings coming up


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Old Nov 29, 18, 8:52 pm
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I love these issues as we now know an over the water is worth $5k in cash via points.
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Old Nov 29, 18, 9:17 pm
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I had cancelled my W Maldives reservation last night and ran into the same issue. The agent on the phone was able to cancel the "cash" booking, redeposit the miles into my account, and make a reservation at the St. Regis all in one go.
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Old Nov 29, 18, 9:55 pm
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Originally Posted by damon88 View Post

Dreading Round 5- I have several St Regis & Luxury Collection Award Bookings coming up

You don't even know how excited I am to see what happens with my Luxury Collection award bookings made using 60k certificates from the RC card. I am awaiting a most spectacular failure.
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Old Nov 30, 18, 2:55 am
  #14  
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Originally Posted by mikewhyatt View Post
I had cancelled my W Maldives reservation last night and ran into the same issue. The agent on the phone was able to cancel the "cash" booking, redeposit the miles into my account, and make a reservation at the St. Regis all in one go.
Were you also paying for an upgraded room on points? I think what makes this complex is that there are now two certificates in my account related to the booking, one for the base room (240k) and one for the upgrade to overwater (100k). I haven't heard of anyone successfully rebooking and preserving the upgrade.
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Old Nov 30, 18, 4:16 am
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Sorted by just one email to the hotel
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