Warning - do not cancel SPG points bookings yet
#121
Join Date: Sep 2005
Location: UK
Programs: IHG Diamond Amb, Bonvoy Plat (+LTP), VS Silver
Posts: 1,390
#122
Join Date: Sep 2005
Location: UK
Programs: IHG Diamond Amb, Bonvoy Plat (+LTP), VS Silver
Posts: 1,390
Called SPG today. First call was cut off after about 20 minutes of explaining. However, second call was far more successful. It turns out because this rewards were booked on my old Marriott account (I've combined accounts into my SPG account), they need to contact Marriott Customer Service to get the reservation fully cancelled. She did this, called me back 10 minutes later and points were re-deposited (plus I received cancellation emails).
#123
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
Posted in the sister thread. Twitter Team told me there was no way to get my points refunded. The next day my Ambassador was able to get a refund on both stays- 160500 points in total.
Edited to add- I was able to keep both bookings untouched- Specialty Select.
Edited to add- I was able to keep both bookings untouched- Specialty Select.
Last edited by damon88; Sep 18, 2018 at 9:30 am
#124
Join Date: Feb 2012
Location: The place where it gets so hot in the summer some planes can't take off.
Programs: Marriott LT Titanium, WoH Globalist, National EE, United Platinum
Posts: 1,442
I cancelled a SPG award reservation made on 8/11 on Saturday. Activity did not post, but points balance increased immediately. Yesterday activity with the points deducted pre merger (hotel has gone up in category) were awarded.
Based on the minor complaints some folks have had in other forums I should probably got to Hilton now since I was awarded the correct points and not the post merger amount
Based on the minor complaints some folks have had in other forums I should probably got to Hilton now since I was awarded the correct points and not the post merger amount
#125
Join Date: Dec 2014
Posts: 20
Quick question guys - I made a 5-night reservation pre-integration, and I cancelled the reservation this past Monday (3 days ago). The 144,000 points did not get immediately refunded to my account. Taking the advice of some of the folks here, I contacted @spgassist on Twitter, and contacted the team via phone as well; @spgassist became unresponsive after the first message, and the only advice the phone folks was to "wait and see". I'm not trying to do anything fancy and re-book at a lower rate or anything - literally just looking to cancel the reservation and get the points back.
Any advice on what to do next / best courses of action?
Any advice on what to do next / best courses of action?
#126
Join Date: Dec 2002
Posts: 34
Missing Points in Cancellation
I used point to make a reservation for Residence Inn. When I cancelled the reservation, it never show up. I have been on the phone for 4 hours still no resolution. The Marriott folks says, they cannot see the starwood points. The starwood folks cannot see marriott stuff... Now merge, should the call center be able to see everything.
#127
Join Date: Sep 2010
Posts: 80
Cancelled a family vacation (4 rooms on 4 separate points rez @ WDW area SPG hotel) Only 3 posted point returns, the fourth cancelled but points never posted. It shows up in my activity as +0 points. I spoke to a number of agents all of whom said the points should have posted and they dont know why they didnt. A case was opened but no updates for a week. We're only talking 50k points but that's still significant.
Any advice on what to do? who to contact? I'm a platinum premiere elite (no ambassador yet).
Any advice on what to do? who to contact? I'm a platinum premiere elite (no ambassador yet).
#128
Company Representative - Starwood
Join Date: Jan 2011
Location: Guangzhou
Programs: SPG
Posts: 1,021
Cancelled a family vacation (4 rooms on 4 separate points rez @ WDW area SPG hotel) Only 3 posted point returns, the fourth cancelled but points never posted. It shows up in my activity as +0 points. I spoke to a number of agents all of whom said the points should have posted and they dont know why they didnt. A case was opened but no updates for a week. We're only talking 50k points but that's still significant.
Any advice on what to do? who to contact? I'm a platinum premiere elite (no ambassador yet).
Any advice on what to do? who to contact? I'm a platinum premiere elite (no ambassador yet).
As a case was opened, the issue is being looked into. It may take some time until the issue is resolved.
If you would provide your account details to us via PM here at Flyertalk or by email below, we are happy to check on the status of your case.
Best Regards,
Christina Zhou
Social Media Specialist
Marriott International
[email protected]
#129
Join Date: Dec 2005
Location: Washington, DC
Posts: 1,727
Had a reservation booked in July that I just canceled this week and no points have been refunded nor have I received a cancellation email confirmation. However the reservation is gone from my bookings online...this is frustrating, fortunately no pressing need for points, but hate having to worry about this!
#130
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,393
It's been 3 weeks and still no return of points from a reservation made with MR points prior to the 'transition'. Unacceptable and no response from filling out a form on the website.
#131
Join Date: Sep 2010
Posts: 80
Hi VFR2EWR,
As a case was opened, the issue is being looked into. It may take some time until the issue is resolved.
If you would provide your account details to us via PM here at Flyertalk or by email below, we are happy to check on the status of your case.
Best Regards,
Christina Zhou
Social Media Specialist
Marriott International
[email protected]
As a case was opened, the issue is being looked into. It may take some time until the issue is resolved.
If you would provide your account details to us via PM here at Flyertalk or by email below, we are happy to check on the status of your case.
Best Regards,
Christina Zhou
Social Media Specialist
Marriott International
[email protected]
It's been well over a week with no response and I also sent you a private message on FT without response. If someone could contact me and let me know when the points will post I would appreciate it. Thank you!
#133
Join Date: Jun 2003
Posts: 1,933
I also have an issue in getting some points back. Had to cancel a three-night C&P reservation for Grande Bretagne Athens made under the old SPG program (@ 10,000/night). Post-merger, I should be getting back 30,000 points/night x 3 nights = 90,000 points total.
I have waited a week, and nothing shows up, despite the lady on the phone assuring me that I would see these points back in my account within 24-48 hours of cancellation.
I now might need to cancel another C&P reservation for Excelsior Gallia Milan (would get back 30,000/night x 2 nights), but am hesitant to do so while Marriott still has these technical issues.
I have waited a week, and nothing shows up, despite the lady on the phone assuring me that I would see these points back in my account within 24-48 hours of cancellation.
I now might need to cancel another C&P reservation for Excelsior Gallia Milan (would get back 30,000/night x 2 nights), but am hesitant to do so while Marriott still has these technical issues.
#134
FlyerTalk Evangelist
Join Date: Jan 2005
Location: home = LAX
Posts: 25,927
I cancelled a Sheraton points booking on Sep 21 (because the price dropped enough that I wanted to rebook it as paid).
Finally this week (credited as Oct 2 posting) the points showed up in my (unmerged) SPG account.
I never contact anyone about this, I just waited.
Finally this week (credited as Oct 2 posting) the points showed up in my (unmerged) SPG account.
I never contact anyone about this, I just waited.
#135
Join Date: Jul 2005
Location: CHI
Programs: SPG LIfetime Plat, IHG Platinum, Hyatt Wannabe, Hilton Silver, UA Gold
Posts: 392
I had a Marriott award booked back in February. Cancelled it in September, and haven't gotten my points back. Contacted support and got a case number two weeks ago, but still no points. Very frustrating. It's only 25K points (1 night), but it shouldn't be this painful. Just sent a note to the Lurker with the detail.