On a recent Marriott stay we called to use points the day of arrival yet the points did not arrive at the front desk two days later by the time of check out. Both my credit card and Marriott points were charged for the stay. How can this happen?
I can see the hotel not having the e-certificate upon check-in if you requested it the same day, but it seems like they should have received it within two days. You should call customer service to get your account straightened out. I would be surprised if they gave you a refund, but they should at least be able to put the points back in your account.
If Marriott charged your credit card AND took the points out of your account, you should call customer service and ask them to credit your account for either the charge OR the points. They have double-dipped you and it should be YOUR call as to what refund should be credited (charge card or points). After all, you are the customer and they have a wrong to right. Good customer service will do what the customer wants. Hope this helps.