samplat

Hello,

Dealing with a strange situation I haven’t dealt with before and looking for ideas on how to get this resolved.

Some background info:
- I booked a stay using points back in April 2023 for a Jan 2024 stay in Europe. The booking was for two rooms using points (66k each room) and at the time, I received confirmation that I was redeeming 132K points for the stay and balance showed reduced points in my account.
- After I checked in for the stay in Jan 2024, I noticed that Marriott had deducted another 78K points from my account under a different booking code for stay at the same hotel. The original booking code now showed only one room and the 2nd room showed up under the new code.
- I reached out to Marriott CS via the online form and got an email saying they are forwarding to accounting.
- A couple of days later, I got another email from Marriott, presumably accounting, saying they understood I wanted to change my reservation and they were going to ask the hotel manager to connect with me. When I responded that wasn’t the issue, they again said it needs to be discussed with the hotel management and someone from the hotel will be in touch
- Next day the hotel manager reached out and asked me to share any details I had regarding the point deduction. I provided a copy of the email but didn’t hear back from the manager till after checkout. He basically told me via email that while he can see the discrepancy, he can’t resolve it and it needs to be handled by Marriott international and provided a couple of emails.
- Since then, I’ve sent emails to the addresses provided by the hotel management (one of the addresses bounced), and also sent follow-up emails to the original emails generated when I first raised the issue to Marriott corporate and there’s has been no response.

Questions:
- Has anyone run into this kind of situation before?
- How do I escalate this to get the points back?
- any suggestions to avoid this in the future?

Thanks for your help!

applesauce

I had a similar issue last year.

Marriott is not good at communicating and it cab take months but there's a decent chance there's a case in the background. You can a couple emails [removed as you need to give them time]

that it's Jan 1t and you say this was for a Jan stay, it's not nearly enough time to resolve. Give minimum 15 business days
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iknowthings

The hotel manager was mistaken that he cannot resolve this. For stays that have already occurred, Marriott CS cannot help you other than telling the hotel management that they need to have your certificates corrected through property support.

I'm sure a Lurker here can help you in making sure a case is opened with the hotel informing them on what to do.

Also, as a general note to OP and anyone else: Don't book more than one room on points at once. Things like this may happen.

samplat

Thanks applesauce & iknowthings !

Marriott Bonvoy Lurker can you please help confirm a case is open so this issue eventually gets resolved? I can DM any required details.

Thank you!

Marriott Bonvoy Lurker II

Dear samplat,

We are sorry for the inconvenience. If you can send a private message to us with below information for account verification purpose, we will be pleased to check on it for you.

- Your member account number
- Your full name
- The email address associated with your account
- A past stay already posted in your account (hotel name and stay date)
- The relevant points reservation details (hotel name and stay date)

Best regards,

Carrie L
Specialist Social Media Care
Marriott International
[email protected]