Disappearing Hotel Booking

[NoName]

New one for me. Just stayed 2 nights at Seattle Airport Marriott. We had booked first night paying cash and then second night with Bonvoy points on a seperate booking. Both bookings made in late October. Got to check in and they couldn’t find the booking for the second night. We needed to stay the two nights so just paid again but seems very strange and obviously not pleased at all.

Further investigation showed two seperate confirmation emails with each having the correct details - different date, different payment method. But oddly both emails had the same confirmation number. Bonvoy points were deducted from the account but there’s no activity showing a points refund and the points booking had so disappeared from the account. So I’m out 34,000pts and have had to fork out another USD160.

Wondering if anything like this has happened to anyone else? Assume this will be a case of having to chase up with Bonvoy?

 

[drron]

Yes I have had it happen a few times. You will have to chase up Bonvoy.

 

[NoName]

Yes I have had it happen a few times. You will have to chase up Bonvoy.

What’s the likely outcome in your experience? Refunded points? Refunded money? Both?

 

[drron]

Yes on 3 occasions. On the 4th I also got extra points as compensation and a suite upgrade on our next visit. It was a hotel we stayed at frequently.

 

[Cynicor]

I don’t work in IT but I’m struggling to see how a system could create this error. Bizarre. Where they booked very closely together?

 

[NoName]

I don’t work in IT but I’m struggling to see how a system could create this error. Bizarre. Where they booked very closely together?

Booked immediately after each other within 5 minutes.

 

[markis10]

Probably the REVPAR mgr who is new to the job and thinking it’s a dummy dupe booking

 

[Cynicor]

Booked immediately after each other within 5 minutes.

That makes sense. In the loosest meaning.

Post automatically merged: Today at 9:50 AM

Probably the REVPAR mgr who is new to the job and thinking it’s a dummy dupe booking

More likely IT. The emails are automated and immediate

 

[markis10]

That makes sense. In the loosest meaning.

Post automatically merged: Today at 9:50 AM

More likely IT. The emails are automated and immediate

Pretty familiar with IT systems and PMS’s, if it was an automated system it would be more frequent and widespread, on the other hand it only takes a novice Revpar manager (or duty manager) playing in GXP with Marsha at the time a booking is made to cause issues, especially if the hotel is using Opera as its PMS as opposed to FSPMS, or Lightspeed. Opera is horrible with guest handling by comparison.

Marriott does have 20 odd systems that have their finger in the res pie, it’s not hard to accidentally send a res in Marsha to Oscar which is where all the old inactive reservations go, especially as Marsha is function key driven.

 

[drron]

Pretty familiar with IT systems and PMS’s, if it was an automated system it would be more frequent and widespread, on the other hand it only takes a novice Revpar manager (or duty manager) playing in GXP with Marsha at the time a booking is made to cause issues, especially if the hotel is using Opera as its PMS as opposed to FSPMS, or Lightspeed. Opera is horrible with guest handling by comparison.

Marriott does have 20 odd systems that have their finger in the res pie, it’s not hard to accidentally send a res in Marsha to Oscar which is where all the old inactive reservations go, especially as Marsha is function key driven.

Makes sense to me because all the problems I had with bookings were at a hotel from the Marriott stable.