Booked award pre-peak/nonpeak - repriced by Marriott
Oct 16, 2019, 8:54 am
#1
Original Poster
Join Date: Jul 2009
Posts: 132
Booked award pre-peak/nonpeak - repriced by Marriott
I booked Sheraton Kauai on an award in June, before the peak/non peak pricing kicked in. I woke up this morning and received a confirmation email from them. It said thank you for booking with us. I thought that was a little weird, so logged online and checked my activity.
My 35k booking was cancelled and rebooked to a 40k booking. Has this happened to anyone?
My 35k booking was cancelled and rebooked to a 40k booking. Has this happened to anyone?
Oct 17, 2019, 1:04 pm
#3
Join Date: May 2006
Location: Ireland
Programs: BA Gold,Amex Centurion,Marriott LT Plat Prem Elite +AMBASS,Hilton Diamond,Priority Club Plat,VS Gold
Posts: 371
Same thing just happened to me with an award stay at Al Maha which I booked at the sweet point of 240k. Cancelled snd rebooked for 400k! Ambassador services are looking into it.... Still out the points for now....
Oct 19, 2019, 1:49 am
#4
Join Date: Dec 2008
Programs: M&M FQT, BA G, Bonvoy LTT, WoH GLOB
Posts: 960
Has anyone checked their account balance, are these transactions visible in the account, and has the initial booking been credited back to the account ?
in my case, several stays were rebooked at higher rates as others are posting, but the points of the initial booking were never credited back to my account (this is a separate error from the reservation being rebooked at the peak rate). None of this is visible under transactions, only the account balance changes.
i believe this is another major IT bug, and not everyone may have been realizing it. Customer service so far is not getting it, either.
in my case, several stays were rebooked at higher rates as others are posting, but the points of the initial booking were never credited back to my account (this is a separate error from the reservation being rebooked at the peak rate). None of this is visible under transactions, only the account balance changes.
i believe this is another major IT bug, and not everyone may have been realizing it. Customer service so far is not getting it, either.
Oct 19, 2019, 1:55 am
#5
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,469
I just took screenshots of all my 60k Cat8 bookings in case this happens to me. I hope all of you can get a swift resolution.
Oct 19, 2019, 2:06 am
#6
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,678
i have screen shots of all my bookings, as well as the original booking confirmation emails....with marriott i.t. i don't want to take a chance....
Oct 19, 2019, 11:37 am
#7
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
If you haven't already got this resolved, I'd suggest reaching out to one of the Marriott Bonvoy Lurkers. They should be able to help you track down what happened, why, and how to fix it.
Oct 19, 2019, 12:59 pm
#8
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
So far no issue. the rate is 255k points for 3 nights
Oct 20, 2019, 4:19 am
#10
Join Date: May 2006
Location: Ireland
Programs: BA Gold,Amex Centurion,Marriott LT Plat Prem Elite +AMBASS,Hilton Diamond,Priority Club Plat,VS Gold
Posts: 371
Just as a follow up, my Ambassador had to manually credit 160k back to my account as I had booked this at the very old rate. It seems the hotel just changed the room from a twin to a king and that kicked off the whole process. The reservation number stayed the same even though it said it was cancelled. Seems like a Marriott IT glitch to me.
Oct 22, 2019, 10:58 am
#11
Join Date: Dec 2008
Programs: M&M FQT, BA G, Bonvoy LTT, WoH GLOB
Posts: 960
Just to add to the beauty of this still developing story, one hotel for which the points for my stay had been deducted twice from my account had no record of an award reservation upon arrival and check in. I showed them the confirmation but no avail. So I ended up paying triple for my room, twice points for the same night, plus a cash rate at the hotel. Thank you Marriott !
Oct 22, 2019, 12:49 pm
#12
Join Date: Sep 2008
Posts: 3
Well...I just looked at my Westin Hapuna one night reward stay in late November and had my rate changed as well. Booked at 35k points/night back in March, and now in my account, it's showing 50k points/night. Working with Marriott customer service to get it fixed. They indicated they would post 15k additional points to my account to cover the changed rate.
Last edited by ashejen; Oct 22, 2019 at 2:31 pm
Oct 22, 2019, 3:33 pm
#13
Join Date: Dec 2007
Location: SFO
Posts: 4,914
Well...I just looked at my Westin Hapuna one night reward stay in late November and had my rate changed as well. Booked at 35k points/night back in March, and now in my account, it's showing 50k points/night. Working with Marriott customer service to get it fixed. They indicated they would post 15k additional points to my account to cover the changed rate.
Oct 23, 2019, 3:26 am
#15
Join Date: Jun 2016
Location: London
Programs: BA Silver, Marriott Platinum, Hilton Gold
Posts: 302
This made me look into my Reservation at the STR Punta Mita, which was booked prior to Peak and off-peak implementation, my reservation was 340K but it is now showing at 995K points. I have emailed my ambassador and will see what she says. But people should check their reservations