points reservation cancelled, points not returned
 

This has now happened to me twice.

First time was about 6 months ago. I cancelled a reservation that had been made with points. My points balance did not go back up. I've done this numerous times over the years. Anytime I've watched.... the points returned to my balance within a minute or two.

So I called the titanium line, a case was opened. Next day they respond and email me an excel spreadsheet with all of my point activities. It's a mess with all the points from uber, visa, amex and stays. She explains that the hotel never withdrew the points when I made the reservation initially?..... what? I have no way to argue any different from the data I had at the time.

Fast forward to current. I cancelled a 2 room 2 night points stay. Well ahead of the deadline. I have watched my balance go DOWN every time I have made a reservation since. I'm confident the points were withdrawn from my balance when the reservation was made 3 months ago.

Upon cancelation of 1st room ... points went up. Cancelled 2nd room.... nothing. No points returned.

Called titanium line. Put on hold for 10 minutes. She says give it an hour or two. Three hours later I call back and am assigned a case number. Haven't heard back yet. That was yesterday afternoon.

I am sure this is very frustrating. There are various system glitches that can cause this to happen. You may want to ask the Flyertalk Marriott Bonvoy Lurkes for assistance. You can send a FT Private Message to Marriott Bonvoy Lurker Marriott Bonvoy Lurker II or Marriott Bonvoy Lurker III asking for assistance. They will ask you for some details and are generally very helpful. Good Luck! Also, welcome to Flyertalk!

--Jon

Confirmation emails would clearly tell you whether points are deducted. You got those emails right?

Thanks for the suggesiton - I PM'd one of them.

I have all the emails. Unfortunately they are not clear.

this was a reservation for 2 rooms.

I received 3 confirmation emails.

The first confirmation was immediate when I made the reservation on 8/7/24 at 9:10pm.
Summary of charges shows "Redemption" no mention of points

second confirmation email at 9:22 pm
Summary of POINTS 99000 points redeemed
standard redemption rate 49500 , 49500 total points redeemed 99000


third confirmation email the next morning 8/8/24 at 520 AM
Summary of POINTS 49500points redeemed
standard redemption rate 49500 , total points redeemed 49500

In hind sight, this third email should have sparked a concern and I should have called in then for an explanation.
based on the emails, it APPEARS that I was redeemed for 3 rooms for what was a 2 room reservation. I did not notice an extra 49500 point decrease, but I dont routinely check my app or account unless I am making a reservation or change. It was probably a week or two later by the time looked again and between credit card bonuses and possibly another stay - I had no reason to think anything was off.


at the time of booking, I am certain that my balance went down by 99000 points - because I watch it like a hawk ever since the first episode a few months ago.
at the time of cancellation only 49500 was credited back