Hotel Residence Inn a Lake Charles

First, I would be remised not to mention that I have been a loyal Marriott customer for many years, over 25 yrs. Personally and I use Marriot when I have to go out of state for work as well. In November 2024, I stayed at the Residence Lake Charles on Prien. I have stayed there many times before. This time, I used points for the last-minute stay. I was there for a funeral. I made the reservation online. I have an upgrade on my profile to use, so when I checked in, I asked for the upgrade. I was told that I had to call reservations to have that done. I stood there, and made the call and the agent told me the hotel would cancel the one that I made, and they charged me 4000 additional points for the upgrade, which I had a free one to use before Dec. So, I don't understand that either. Upon checkout, I was asked if I stayed in both rooms. I said no, It's only me. Confused at this point. Apparently, they still had not cancelled the original reservation. I was told they would look at the camera and make sure I did not. I said fine. The manager all but flat out accused me of lying. I trusted that the matter would be taken care of, because I certainly did not, nor would I allow anyone else to stay in it as I was also accused of. Now why wouldn't they have deactivated the original room key in the first place is beyond me. Honestly, I had never been treated that way by a Marriot staff member in all my years staying with them. I would hate to think it was because any bias. The whole thing was horrible, because I know better having dealt with so many other locations. No one has ever told me to call reservations for an upgrade before. As a Titanium member certain things just come with membership. This manager could have cared less of my membership status. So, this morning, I have to head out of state for work for 2 months and I go to book my room in California to assist with the disasters there and notice that I was showing points used for the same day at the same hotel by both me and the reservation clerk. The hotel manager never refunded them. So, I call customer service, and was told it has to be investigated with the hotel management for review. So basically, same story now two months later. This review is to point out the rudeness and inconsiderate behavior to the members that has been loyal for so long. To point out the possible bias because of points usage vs paying, or any other possible bias she may have had with me. I do know for a fact, That I watched her with other guests, and she was just as friendly. With me her whole demeanor and attitude changed. Nevertheless, I want my points back and I will never be staying there again.