Reservations Changed With Booking Platform Switch
Dec 14, 2018, 7:29 pm
#47
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,468
If you have the confirmation number and look it up it will probably re-appear in the booking list. I had this happen frequently during the initial merger. Although, if this is a migrated reservation, then that route might fail since the number would have changed.
Dec 15, 2018, 6:16 pm
#48
Join Date: Jan 2013
Programs: IHG Plat, HHonors Diamond, SPG Gold,VS, BA.
Posts: 43
Just noticed my reservation next year at the St Regis Bali has also changed from a points --> cash reservation. Has this happened to anyone else at this property and had it resolved - who did you contact, the property, or SPG/Marriott? Would rather not go round in circles and just talk to someone with the ability/authority to help fix it!
Dec 15, 2018, 8:11 pm
#49
Join Date: Feb 2003
Location: MEL
Programs: Bonvoy LT Plat. WOH Glob. SQ Gold
Posts: 1,637
I was staying for six nights at a St Regis when the system changed over. Despite being told it wouldn't be an issue - no surprise no points were awarded for my room charges as they were charged at check in under the old system and half of my night credits are also missing. No one knows how to solve this.
I have a LC stay later in the week which was a prepaid rate - I have subsequently been charged again with the system change. I'm confident about this one because I can easily raise this at check in and won't have to deal with Marriott.
To complete the trifecta I have five nights at a LC checking out on 1 Jan - I have applied my final batch of SNA expiring 31 Dec to this booking. I now have two seperate bookings showing one with the SNA pending and one without - I'm sure this will work itself out
I have a LC stay later in the week which was a prepaid rate - I have subsequently been charged again with the system change. I'm confident about this one because I can easily raise this at check in and won't have to deal with Marriott.
To complete the trifecta I have five nights at a LC checking out on 1 Jan - I have applied my final batch of SNA expiring 31 Dec to this booking. I now have two seperate bookings showing one with the SNA pending and one without - I'm sure this will work itself out
Dec 15, 2018, 9:11 pm
#50
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Join Date: Apr 2013
Location: PHX
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I contacted SGS about the notation in my reservation that my previously confirmed nonsmoking room was now "Unavailable." They checked the original reservation and confirmed I will get a nonsmoking room. If anyone needs the email, it's [email protected]
Dec 16, 2018, 6:36 am
#51
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Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
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Just noticed my reservation next year at the St Regis Bali has also changed from a points --> cash reservation. Has this happened to anyone else at this property and had it resolved - who did you contact, the property, or SPG/Marriott? Would rather not go round in circles and just talk to someone with the ability/authority to help fix it!
I contacted SGS about the notation in my reservation that my previously confirmed nonsmoking room was now "Unavailable." They checked the original reservation and confirmed I will get a nonsmoking room. If anyone needs the email, it's [email protected]
(My how times have changed! I remember years ago being told by a manager that they could always put a non-smoker in a smoking room, but not vice-versa!
)
Dec 19, 2018, 9:12 pm
#52
Join Date: Dec 2015
Posts: 39
Well both my wife and I have St. Regis Bora Bora reservations switched from points to cash. I've been on the phone for the last 90 minutes. I've been transferred up the supervisor chain 4 times now and the current agent said she was checking with her supervisor. We'l see how this works out. With flights and other reservations I really don't want this to get all messed up.
To make matters worse I was previously in contact with Marriott on numerous occasions trying to get the reservation from a points reservation to a free night certificate and spent hours on the phone trying to make that happen as the system apparently couldn't apply the Marriott certificates to the starwood properties.
To make matters worse I was previously in contact with Marriott on numerous occasions trying to get the reservation from a points reservation to a free night certificate and spent hours on the phone trying to make that happen as the system apparently couldn't apply the Marriott certificates to the starwood properties.
Not a single points reservation available online at the St. Regis Bora Bora for new points reservations.
Dec 20, 2018, 1:32 am
#53
Join Date: Feb 2010
Posts: 1,026
Did you reach out to property or was this done by themselves?
Dec 24, 2018, 12:01 am
#56
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Dec 31, 2018, 9:13 am
#57
Join Date: Jan 2013
Programs: IHG Plat, HHonors Diamond, SPG Gold,VS, BA.
Posts: 43
Thanks! Emailed St Regis Bali direct and they fixed it online and the reservation is back showing as points redemption.
Dec 31, 2018, 9:32 am
#58
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Location: Toronto
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BTW, if you have a generic email address for the hotel, can you post it in the St Regis Bali Master Thread wiki? Might help someone else since Marriott doesn't want us to have this information!
Jan 10, 2019, 6:29 am
#60
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Location: New York, NY, USA
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You need to call. Your points were converted to an eCert and eCert was detached from your booking during conversion. Agent needs to cancel your booking, find the detached eCert, then manually refund your eCert back to points.