Celeste Rubanick loses 80,000 Marriott Bonvoy points when she books a hotel in Scotland. Why won’t the company restore the points?
I made reservations at the Residence Inn in Edinburgh, Scotland, for two nights using 80,000 Marriott Bonvoy points. I recently received a notification from Marriott claiming that I had used the points for a stay almost three weeks earlier.I called Marriott, and they assigned me a case number. I have been going back and forth with the company ever since.
What happened to your points? It appears an unauthorized party gained access to your account. It’s unclear how that happened. I’m not comfortable with Marriott’s assertion that it needed to find the points before it returned them to your account. That could happen tomorrow or next week — or never. Marriott needs a better system to verify if someone used points for fraudulent purposes, and the process should be quick.
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