Cancelled Points Reservation Points Not Returning?
 

I just cancelled a points stay, and noticed that my points have not been returned to my account. Has anyone else experienced this recently?

I cancelled the Suite Night Awards (SNAs) for the cancelled reservation in advance, since those used to have trouble crediting back. The SNAs are now back in my account, but I'm still missing the points.

I made a new reservation, and those points were deducted instantly.

Quick update: I called Marriott, and talked with a great agent. They were able to get the points back into my account. It's annoying that I still have to be nervous about cancelling a reservation or SNAs online, because I'm not sure if they will get automatically credited back to my account.

"It's a glitch" isn't very comforting, when the reservation is for hundreds of thousands of points. The website certainly knows how to deduct points accurately every time. :)

It's the Marriott equivalent of having to call Delta multiple times to get a RUC correctly applied to a flight.

Same thing happened to me today. SNAs credited back, they took out miles for the new reservation but didn't credit back for the cancelled ones. Going to check in the morning and see if it updates before I call.

Maybe there are delays due to end of status year updates/processing? I cancelled a December points reservation twice in a day (points rate kept reducing) and points credited back immediately.

It's just Marriott IT. I had this happen last year. ~450K points not returned. Had to open a ticket to get them back.

Glad to know it wasn't just me. I was surprised that my dates had actually decreased in points needed.

While not a cancellation, my wife has been waiting a long time for Chase sign-up points to post to her account, even though Chase said the points were transferred along with the normal spending points (spending points posted the same day as the transfer).

You may want to check the account number they transferred to, sometimes they end up creating a new account for some reason.

Check with chase? or marriott?

chase

I'm experiencing the same thing. OP, who and what number did you have call to get this 'glitch' resolved and points returned?

Hi steam03,

We would like to help with this issue. Please provide your Marriott Bonvoy account details and reservation information to us via private mail here or by email below.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]

Points missing from cancelled Two room redemption
 

Booked two rooms at Le Méridien Nice as one booking but two confirmation but wouldn’t let me apply SNA.
Tried booking each room separately and it let me apply SNA. So I canceled the original 2-room reservation (receiving two cancellation numbers) and immediately got the points for one room only
I waited for the other refund but nothing….

I hate this because now I have to call to get my points back

No need to cancel the reservation next time this happens. Just click MODIFY, and choose the same room type at the lower rate. It will tell you how many points will be returned to your account. I’ve done this half a dozen times and all points were correctly returned. But of course, since this is Marriott IT, YMMV. :)

Same method can be used to change from points to certs or vice versa.

We shouldn't have to worry about cancelling or modifying a hotel stay not returning points to our account, though. That's a basic function. If they can test the removing of points when we book and get that right, they can also test the function of crediting of points when cancelling/modifying to ensure that it works as expected every time. (I've never booked a stay on Marriott.com that forgot to remove points from my account.)

I recently had to modify another stay, and I decided to call Marriott to make sure I got my points back. It took them 15 minutes to cancel/modify and rebook everything, and it was an extremely simple booking (same dates, same everything).