PSA: Caution: take care cancelling free night reservations on Bonvoy app
Mar 30, 2021, 5:47 pm
#1
Original Poster
Join Date: Jun 2009
Location: Chicago (ORD)
Programs: Marriott Bonvoy Lifetime Titanium, UA Gold, AA Gold
Posts: 566
PSA: Caution: take care cancelling free night reservations on Bonvoy app
I've had two separate reservations that I had booked with free nights certificates. After plans changed, I recently cancelled both on the Bonvoy app. On the second one, I noticed that the free night certs were not re-deposited into my account. At that time, I then realized that the first set of free night certs also were not re-deposited. (i.e., although they both showed up on the "cancellation" list under the reservations menu, the actual free night certs did not re-appear in my account). I then called Marriott customer service and mentioned this and asked them to look into this and return my certificates, which they did after about 5-10 minutes of research/etc. Aside from the wait time to speak with customer service, this was a relatively painless task.
That being said, when I mentioned this to the rep, she said that this was a known issue and that cancelling on the app caused this to happen sometimes (versus the internet). Just a warning to others that if you have cancelled via the app, be vigilant to ensure your nights are returned properly, if applicable. And, if you have a reservation via free night certs, just use the web/internet to cancel them instead rather than the app.
That being said, when I mentioned this to the rep, she said that this was a known issue and that cancelling on the app caused this to happen sometimes (versus the internet). Just a warning to others that if you have cancelled via the app, be vigilant to ensure your nights are returned properly, if applicable. And, if you have a reservation via free night certs, just use the web/internet to cancel them instead rather than the app.
Mar 30, 2021, 8:17 pm
#3
Join Date: Nov 2004
Location: Los Angeles, CA; Philadelphia, PA
Programs: OZ Diamond
Posts: 6,134
I've had two separate reservations that I had booked with free nights certificates. After plans changed, I recently cancelled both on the Bonvoy app. On the second one, I noticed that the free night certs were not re-deposited into my account. At that time, I then realized that the first set of free night certs also were not re-deposited. (i.e., although they both showed up on the "cancellation" list under the reservations menu, the actual free night certs did not re-appear in my account). I then called Marriott customer service and mentioned this and asked them to look into this and return my certificates, which they did after about 5-10 minutes of research/etc. Aside from the wait time to speak with customer service, this was a relatively painless task.
That being said, when I mentioned this to the rep, she said that this was a known issue and that cancelling on the app caused this to happen sometimes (versus the internet). Just a warning to others that if you have cancelled via the app, be vigilant to ensure your nights are returned properly, if applicable. And, if you have a reservation via free night certs, just use the web/internet to cancel them instead rather than the app.
That being said, when I mentioned this to the rep, she said that this was a known issue and that cancelling on the app caused this to happen sometimes (versus the internet). Just a warning to others that if you have cancelled via the app, be vigilant to ensure your nights are returned properly, if applicable. And, if you have a reservation via free night certs, just use the web/internet to cancel them instead rather than the app.
LAX
Mar 31, 2021, 1:51 am
#4
FlyerTalk Evangelist
Join Date: Aug 2011
Location: Barcelona, London, on a plane
Programs: BA Silver, TK E+, AA PP, Hyatt Globalist, Marriott LT Plat, Hilton Diamond
Posts: 13,047
The OP's agent was just making stuff up to sound knowledgable...
Mar 31, 2021, 9:48 am
#6
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
The trick is to detach the cert by changing to a points booking before cancelling your reservation.
It’s mentioned in the wiki here with a link to a post with a how to.
https://www.flyertalk.com/forum/marr...on-thread.html
It’s mentioned in the wiki here with a link to a post with a how to.
https://www.flyertalk.com/forum/marr...on-thread.html
May 9, 2021, 4:26 pm
#7
Join Date: Nov 2000
Location: Lincoln, CA
Programs: HHonors/Marriott/Starwood/SWA Rapid Rewards
Posts: 240
PSA - caution when cancelling free nights!
I just had the same experience. Used a free night cert in March but cancelled it first to rebook and add daughter's name to reservation. I received the cancellation # and thought all was well after getting the new number for the new res. The free night was then used. But I noticed recently that what used to be 3 free nights available shrunk to 1 night after just the 1 one free night was used. I called Marriott today (May 9th) and the rep happily reinstated the 1 night that disappeared in March. She said something about this happening often. I used my PC (so not the app). I don't know why their system does this but it's important to be vigilent! During the pandemic, a lot of my/my husband's free nights have been piling up due to the generous extensions and us having a few hotel credit cards each. But of course, the devaluation is making this even more tricky. 25k points for free night is not going far anymore. Eek!
May 10, 2021, 3:17 am
#10
Join Date: May 2009
Location: UK
Posts: 3,951
Is there a workaround other than calling to release the FNA (or TP) over the phone? Likewise have had the same issue as the OP when cancelling TP or FNA stays online.
May 10, 2021, 3:35 am
#11
FlyerTalk Evangelist
Join Date: Jun 2007
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May 10, 2021, 4:00 am
#12
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
And then there's the version where the reservation stays active at the property level, and you get charged for a no show . . . .
No-show charge for cancelled (and confirmed as cancelled) reservation.
No-show charge for cancelled (and confirmed as cancelled) reservation.
May 11, 2021, 12:12 am
#13
Join Date: Nov 2004
Location: Los Angeles, CA; Philadelphia, PA
Programs: OZ Diamond
Posts: 6,134
LAX
Aug 17, 2021, 7:29 pm
#15
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Intermountain West
Programs: Too many to list
Posts: 12,082
Just found this thread.
I called in early this morning and cancelled a FN stay and the rep said "it's back in your account now". Well, no it's not. So tonight I sent a tweet. Haven't heard back yet.
Hope it'll show up in a day or two.
I called in early this morning and cancelled a FN stay and the rep said "it's back in your account now". Well, no it's not. So tonight I sent a tweet. Haven't heard back yet.
Hope it'll show up in a day or two.