Hi all, wanted to get your thoughts/feedback on a situation that I just went through. In February, I had originally booked two nights at the Miami Beach Edition when it was a Cat 9 (45k points/night). At the time when I called the points were not deducted from my account. I called the Platinum reservation line last week to add a night to my stay and to have the points taken out of my account. When they adjusted the reservation, the points were taken out of my account at the Hotel's new category (Tier 5 - 70k points/night), which was effective March 19th with the annual update of hotel cats.
At the time when they were taken out at 70k/night I didn't think much of it, but just got off the phone with the Platinum line again to question why my points were not taken out at the original 45k/night for the first two nights when the room was first booked (I can understand charging the 3rd night that I had added at the 70k points).
I was advised that because I made a change to my reservation, the entire reservation was subject to the points deduction at the new category. I kindly indicated that it would make sense to me that I should at least receive the two nights of my original reservation at 45k/night, with the additional night that I had added being deducted at the 70k. The agent on the line said that technically there was nothing he could do, but graciously added 25k points back into my account (the difference between 70k and 45k for one night). He would not credit me another 25k for the second night. Is this a policy that I had just overlooked or should I be entitled to an additional 25k points? If I had realized this sooner I obviously would not have modified my reservation as it meant the difference between spending 90k and 210k points.
Thanks for the help!
I Have seen $ reservations change when adding or subtracting a day. I have chosen to not make the change many times if the impact is very negative. I don't see how your situation is much different. I believe the agent should have made you aware that adding the third night was going to impact your first two nights. If they had informed you, you may have chosen to make a second reservation for the third night only and asked the hotel to link the reservations so you would not need to change rooms during your stay.
I think Marriott owes you the difference if the agent did not inform you of the penalty associated with adding a third night to the existing reservation. Time for a supervisor and a concise review from you of the situation. Ask for what you want.
Thanks for the reply! I was told at the time by the agent when I added the 3rd night that it would be 70k a night and remember at the time thinking "wow that's much higher than I remember it", but not putting the pieces together that the hotel had changed categories. I was definitely not told at the time that this was higher than what I had originally booked it, and wish I had thought of the idea of booking a separate reservation and linking them. I'll put the blame partially on myself for not realizing it at the time, but also think they could have been a bit more helpful in pointing this out....
Called back and spoke with another agent who echo'd the first (a bit ruder this time) in saying that there was nothing else they could do for me. I kindly asked to speak with a supervisor and explained my situation to him and he credited me the additional 25k points. I guess the lesson learned is to double check the points value of the hotel before modifying a reservation...
Sorry to hear about your experience with customer service, slamwise. If I can help in any way, whether it be to look into something specific or to pass your customer service experience on to our team, feel free to shoot me a DM with what you need and your Rewards number.
I just had a similiar issue. I will be calling the awards desk on Monday. I made no change to my reservation, but i see a cancel of my old reward and a new debit of 5000 more points per night. Canceled a category 7 reward and rebooked a category 8 reward. Once you book, a change in points should not be applied. Wondering if you would have got caught in the category change anyway...