Well, the MS supervisor called me back after speaking with the BCV manager, and it is now fixed. The 100 points were returned to normal status and have been banked.
Now, as for what happened, this is what I understand. On May 4 (prior to my May 10 arrival) the CM (I assume the room assigner based on what happened) changed my dedicated 2BR reservation from a DQ to a DC. I believe that this means I went from a dedicated with 2 queen beds in the second bedroom to one with a queen and a sofa bed. This would be consistent with what actually happened because I had called MS months before the trip to ask which type of dedicated 2BR we had and was told the one with 2 queen beds; however, when we arrived we had one with a bed and a sofa bed.
When they make this type of reservation change, they essentially have to cancel and then re-book the reservation. In the process of re-booking the CM was sloppy and took points from the wrong place and then had to cancel what he had done and the points went into holding.
I realize that this situation may not happen very often - maybe someone getting upgraded from standard view to preferred view or a lock-off to a dedicated unit, or as here a 2 queen to a queen and sofa. However, I still am not pleased that this happened for several reasons.
One, it is my understanding that when you book one of these types of rooms that you are specifically supposed to get that type of room. Although the supervisor kept saying the CM "upgraded" us, it was actually a downgrade because of the composition of our party members. I had originally not wanted anyone to have to sleep in a sofa bed.
Two, there is no "check" to make sure that when a CM does this that it is done correctly and points are how they should be. MS is not notified that points have been reallocated. Had I not called I could very well have lost these 100 points.
The supervisor agreed that this is a problem and has spoken to Jackie Leuders about it already. I am also going to write Jackie a letter tonight.
I do feel it is important for members to know that there are situations where our points are accessed without our knowledge and without us requesting that this be done. So, to anyone who gets a free "upgrade" you may want to make sure you follow up with MS so that no mistakes are made in the process.
tara