Points deducted without knowledge
 

Short Story, I had a confirmed 2 room - 5 night reservation at Residence Inn Big Sky made prior to devaluation. As my trip is coming up I looked online and noticed I made reservation for rooms with 2 queen beds when in fact I had wanted 1K room and a 2Q room. I called the hotel and asked if they could switch the room, but also said don't do it if it changes the points.

That was last week and I got the notice of room change. Today I went back online and noticed that they deducted 240k points for the room change that I would not have done. I called Bonvoy 800# and their response was too bad, buyer beware. Does anyone know if there is a way this can be reversed? I am Plat elite but that doesn't seem to matter.

Your meaning was vague, they probably assumed you meant that if the points amount is the same for 1K as 2Q go ahead and change the booking. For future reference any change in room type requires a re-price, whether done by the hotel or Marriott. I would just have handled this at check-in.

If you’re still within the cancellation policy, you could always cancel the reservation and get your points back, but you would be starting over from scratch.

I could do that but it would be at the new rate.

Was it the hotel that made the change and took the extra points? If so, I would call the hotel and speak to the rooms manager. You believe you were clear that the change was not to be made if it required additional points. Yet they moved ahead. This is painful and worthy of continued push to get the points returned.

Geez, the rate went up almost 50K points a night? I'm afraid to see how few options I'm going to have for 35K certificates come January 1.

Hi upsidedown,

We would like to help look into this issue if you may provide below information to us via email at [email protected].
Marriott Bonvoy account number
Email address registered on account
Reservation details (hotel name and stay date)

Please include your Flyertalk username in the email.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

I was the orginal poster and Call Me Impressed. A Marriott Bonvoy specialist reached out via this forum, and I sent them an email of the situation. The person assisting me quicly followed up with timing and did resolve my issue to my satisfaction. These moments that matter go a long way in building allegiance with Marriott.

Glad to hear it. Also, thanks for getting back to us and letting the FT community know the outcome. Enjoy your trip!

--Jon

My question is, did this make you right side up?

Not sure what you mean but I was made whole. Mostly I was super impressed with Marriott customer service.

I was just riffing on your handle. No harm intended.

I have a similar issue at Sheraton Lake Como and sent you an email.