Points deducted without knowledge
Dec 15, 2022 | 11:52 am
#1
Original Poster
Join Date: Jan 2006
Posts: 156
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.
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.
Dec 15, 2022 | 12:30 pm
#2
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
Posts: 5,392
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.
Dec 15, 2022 | 2:55 pm
#4
Original Poster
Join Date: Jan 2006
Posts: 156
Dec 15, 2022 | 4:36 pm
#5
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 35,566
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.
Dec 15, 2022 | 11:00 pm
#7
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,410
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.
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.
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
Dec 20, 2022 | 6:42 am
#8
Original Poster
Join Date: Jan 2006
Posts: 156
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.
Dec 20, 2022 | 7:42 am
#9
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,740
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.
--Jon
Jul 27, 2023 | 7:32 am
#13
Join Date: May 2002
Location: SNA
Programs: STARS/LUMINOUS, PRIVE, FSPP, STARS, MO FAN Club, PEN Club, Bellini Club
Posts: 2,612
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
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