margarita girl

But has anyone had their reservation rebooked and points returned when the pricing went down???

(I’ve kept a spreadsheet on Marriott activity since Aug 2018. I’ve found enough errors to make it worth my time.)

nexusCFX

I've mentioned this before but I just keep my points in a dummy reservation a year out so they can't be taken without consent. Such is life with Marriott.

dmcdad

Just had it done to me. 60K points stolen from my account and only returned after I called and complained. Watch your points balance folks. I specifically asked if I hadn't called if they would have eventually credited the 60K points and they said no. What happened in my case:

• Booked in July a hotel for 340K points.
• Today I receive the reservation confirmation email *again*, which I find odd so I read over the entire email. Notice it says 400K points which is different than the original reservation confirmation email received in July.
• Login to my account and it shows:
July: -340K points (original booking)
Today: +340K points AND -400K points

Note I did NOTHING with the reservation. Didn't change anything – hadn't even logged into my account and they did this. I wonder how many people they do this to that don't catch it? Maybe it is just an IT problem, but sure is convenient for Marriott that it results in stealing points from customers.

yule_boy

Yes, I have...in my dreams, that is
But seriously, this would be interesting to know. So far the mistakes only seem to be working in Marriott's favour.

Out of my Element

BBB won't help you unless you get satisfaction from sending a sternly worded complaint to them.

Contact Marriott. Let us know what happens

cmatthews11

Happened to me as well. Received an email confirming a reservation which I thought was odd, and checked my account to see this:



Emailed my ambassador to see what's up - this stay is supposed to be for a 1 week certificate that I had extended through 2020 and now the reservation says I don't have enough points for the stay. Really frustrating and I will be asking for additional points as compensation.

Long Distance

Same here. I did not understand why I received a reservation (e-mail) this week for a reservation made months ago. This morning I checked my points (as I always do) and see that they took an additional 40,000 points out. I will call Marriott today.

UA-NYC

Anyone this has happened to - you should really be demanding some additional compensation from Marriott. This is getting ridiculous.

The line between malice and incompetence with them seems to really be blurring lately.

Jon Maiman

I made a reservation for a June stay in Boulder, CO the end of December. For whatever reason last Sunday the points were refunded and then deducted again (same amount 120K). I also got another confirmation email from the property (same room type so no apparent upgrade nor downgrade). E.g. as best I can tell everything is still the same for the reservation. So why am I mentioning it? I think there was probably some kind of systemwide glitch in early January that triggered an update for some existing reservations. If the property point value had changed, then more points were deducted. Annoying, yes! Intentional malice, probably not! Poorly written applications and IT Systems Management, most definitely!

Anyone who had there reservations changed unfavorably (additional point cost, room downgrade, etc.), should continue to call in and complain. Hopefully Marriott IT will eventually figure out what caused the glitch and fix it so it doesn't reoccur. A man can dream....


--Jon

Jono

Happened to me as well in December on the 2nd night of a 5 night stay at a Fairfield Inn. I received an email on the second day of my stay showing the reservation had changed and an additional 2,500 points deducted - my guess is that the property upgraded my room which triggered it. Spoke to the front desk the next morning, and they said they had nothing to do with it. Spoke to Marriott and they said it was because reward nights were booked in September prior to the peak night award changes, and that the additional points deducted were the extra cost of that night based on peak rewards. The agent agreed to reverse the extra points which was done almost immediately. I'm wondering if this is caused by reservations booked prior to the September peak/off-peak rewards changes, and then the property changing the room from the original reservation triggers the reservation to be changed to the new rewards chart.

cfischer

Marriott Lurkers. Obviously some quite massive issues here that are reported with random extra points being deducted. Why the silence from the Marriott end?

tfong007

Same thing happened to me a few days ago. Called in and the first agent was like Marriott can change the amounts anytime and that a supervisor would say the same thing. I insisted on a supervisor and she said it was a technical glitch and she reversed the charge. 30 minutes of my life I will never get back. Thanks Arne.

lotemblizej

Same thing here on a 5 night stay currently underway for which 100k points originally deducted in May 2019. Today a new deduction of 105k points was made and the original 100k points refunded (though hard to tell from the way my account activity showed it). Called MR titanium line and agent said it was because the hotel category had gone up ‘early’ ahead of the usual March 2020 changes. But that doesn’t make sense because a category change should result in 20k increase on 5 day reservation. The agent refunded 5k points to my account, but I am still not happy that I now need to babysit redemptions for such nonsense. This, combined with a very lousy promotion in fall 2019, makes me likely to start booking elsewhere.

bawm

Happened to me too a couple of weeks ago. I asked the FD agent at the property who said she would look into it, and called me 30 min later saying Bonvoy would adjust my account. A few minutes later and a "GOODWILL ADJUSTMENT" was posted for the net difference in points. I don't consider honoring my booked rate as "goodwill", but obviously not worth arguing over. No explanation was ever provided.

Marriott Bonvoy Lurker II

Please accept our sincere apologies for the inconveniences you have come across with the Award Reservation issue.

Members who notice a change of points deducted for their reservations may call customer support and one of our associates will assist to amend the points amount. We are also happy to help if reservation details are provided to us via private mail here or by email below,

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

[email protected]