I probably stay at Marriott's over 110 nights a year. I made reservations for a company worker and myself at a Marriott in Kansas City, but my schedule changed and I thought I cancelled the reservation, but apparently I didn't. The hotel charged me for both rooms. I know it was my bad for not doing it, but have any of you done the same and how did you get it fixed. I called the Rewards desk and they said they would check into it, but it has been over 6 weeks and I have not heard anything. These 110 nights are normally only one night at a time, so I'm moving most of the time.
Only happened to me once when I misread the cancellation policy and was going to be charged, so I called the Platinum desk and they fixed it on the spot.
But it was still before the day of arrival and within the 3 day that this hotel had, so maybe that's not a good example?
Unfortunately, the hotel is entitled to the money. Talking to someone may help. If they weren't sold out, they didn't have to turn anyone away on your account.
I'm sorry to see you have this grief. This is where the guaranteed room thing sucks, but I've been saved many times by them holding a room for me late..
I did have to cancel once where they could have charged a cancellation fee, but thankfully they didn't.
I had booked a room with points for the wrong weekend, when I went to cancel for the upcoming weekend, I found that it was booked for the past weekend and I had missed cancelling it.
When I called to cancel, they told me that the hotel had already returned the certificate before I had even called and returned the points too...
Probably because it was made with points and not $$.