Originally Posted by yscleo

Today when I looked at my bookings, I see that particular booking in question, is showed booked with lower number of points (rather than the FNA plus points). It looked like whatever the backend dept. did, was to convert the FNA into 35,000 points, and it's showing a total of fewer points. The problem is, the difference in points did not come back to my account. I checked the Activity history, and there is no credit of the difference in points.

I called Marriott. The CSR confirmed what I described, and says yes I'm missing points. He put me on hold to call the backend. After a long hold, he came back to say they couldn't fix it. He said he can try to cancel my booking and rebook it, and see what happens. I said it's fine if he wants to do that, but I don't know what it'll prove because he can book it at the new lower points, and cancelling this booking would return the lower number of points. I'm still missing the point difference. He agreed, and did not do that (book new and cancel old). He put me on hold to talk to the backend, again for a long hold. He came back to say they've never seen a situation like this. So they created a case, and gave me the case number.

Originally Posted by htb

Another strange occurrence from the same line of reservations:
I had attached my nightly upgrade awards to one of these reservations. When I have canceled the reservation, the points were returned but the upgrade awards were nowhere to be seen. After a day I've contacted customer service. They told me that they have canceled the upgrade from my upcoming reservation and re-deposited the awards into my account.
That's confusing, because the reservation for the hotel was already canceled.
In addition, the validity of my upgrade awards now show end of 2024, but I'm sure that it was end of 2025 before this mishap: I have earned them on 2024-1-3 this January.
Dealing with Marriott's reservation system has become really tedious these last few days it appears. I'm also afraid this might happen to other certificates as well that are currently vl

HTB.

Originally Posted by htb

Quick update: After several rounds of emails, Marriott's customer service has explained to me that it is completely normal that my 2025 upgrade awards will turn into 2024 upgrade awards because I have received them in January 2024. Be careful! I'm very disappointed in the lack of consistency. I'm also afraid this might happen to other certificates as well that are currently valid until December 2025 and which I'm planning to use sometime next year.

HTB.

Originally Posted by htb

After a year of not using Marriott award nights, I'm back in the game.

• I had a reservation for 35000 points and have seen that the price has gone down to 33000 points.
• I used the "modify reservation" function to change to the new points rate.
• I'm told that 2000 points will be returned to my account.
• I confirm the change.
• The reservation now shows "33000" points.
• No refund of 2000 was credited to my account.

This is so disappointing and so frustrating. I'll wait for a few hours, then open a case. Funny how I never had fewer points deducted than were due.

HTB.

Originally Posted by htb

......

• The reservation now shows "33000" points.
• No refund of 2000 was credited to my account.

.....

Originally Posted by ElevatorEnthusiast

I am not denying that you are experiencing this, but I change my points reservations all the time and always see my points total change in accordance immediately - now, the activity line items don�t show up for at least a few more hours, but the point total for my account always reflects the change immediately.

Originally Posted by htb

You're probably right. I went back and checked my last known total with the displayed total -- and it was 2000 points higher. Let's see if and when a corresponding activity will be listed. When making a reservation, the activity is listed right away, I believe.

HTB.