RogerD408

Actually, she may be right in that "she" won't be able to do it (or doesn't know how). You may have to contact a CSR that has been trained how to pull it off. Ambassadors are not exempt from declining being able to help when they don't want to do the extra work.

controller1

This is probably a lack of good communication. I bet she meant that she was unable to refund the points today. I assume you were asking about the future and were not expecting a refund prior to August 18.

TerryK

Copy and paste the question I emailed her: "Can you check to see if I can get 30K Marriott points credited back on Aug 18th without cancel and rebook? " I think it is pretty clear.

Her answer is: "The only way to take advantage of the point savings is to book your stay at Starwood Hotels after the new redemption rates are in place. I am not able to refund points on an existing reservation; I am sorry."

controller1

I've never believed it was your poor communication. I believe it was your Ambassador's poor communication. I stand by my previous statement that even though your email was clear, she scanned it and did not understand it.

margarita girl

Who do you want to believe, your ambassador or William who posted this on July 16th:

TerryK

I believe in Lurker. However, what do I do when my Ambassador refuses to refund my points on 18th? She has told me that it is not possible. This is not a case when I can HUCA.

controller1

If you believe in what William stated, why did you send the email in the first place?

margarita girl

Seriously? You must have an amazing ambassador, or maybe not. I have an ambassador. I might have asked her for 3 things in the past 3 years, none of which were handled to my satisfaction. I now call the Platinum line if something needs to be done that I can't do myself.

But if you're OK with paying more points, you stick with your ambassador.

RogerD408

First, you could check with your ambassador to see if they have learned anything new about the request.

Or, you could contact MPG CSR (not ambassador) and see what they are willing to do.

Or, you ask the Lurkers to help out.

Just keep in mind the 18th will be a zoo. When is your stay? How long is your stay? I'm not even sure if the change has to occur before check-in or check-out. Maybe reach out to the Lurkers now and ask.

TerryK

Because my ambassador is the person who will actually handle my refund. I assume Lurker doesn't expect hundreds or thousands of refund requests in his inbox on 18th.

IMHO, getting Lurker involved in point refund is the last resort, not initial step.

TerryK

It is on 19th. Hence, my desire to reach out to my ambassador in advance.

RogerD408

No, and that's why I gave the list in the order given. I doubt the Lurkers will handle the refunds personally either, but get the issue assigned to someone that knows how to do it and maybe even get your ambassador properly trained. That one act may solve the problem for dozens of members.

controller1

And I suggested this when?

TerryK

Then we are in complete agreement. I will check with my ambassador, then MPG CS, then Lurker, in that order, as suggested by RogerD408. The first step, email my ambassador, has been done. I will check with my ambassador again next week to see if there is any update.

stant

I already got 10 SNA when I hit 50. My problem is that when the stay i just checked out from today hits, I'll be at 72 nights for the year. And I'll likely have a few more days before aug 18. previously when William talked about the idea of getting 15 SNAs this year, I saw dates of aug 2 or 3rd mentioned iirc. I wasnt sure if this aug 18th date applies or not. It would really burn me that my loyalty ended up porking me out of a few more SNAs! I use them mainly in london at properties that dont always upgrade to suits without a SNA, and when I DO get an upgrade it's a several hundred pound / night value. So if I had a 4 day booking checking out on aug 15th, I'd just add a few extra nights to the reservation and leave the room empty - IF - that is the new date...