I did pay more points for an upgraded room. I'm not trying to sound entitled or anything. I feel that when complaining about customer service, it reflects badly on the property in a way that a technical error doesn't.
I was asking primarily because I want to know if SPG returns points, does the property get charge-backed or does it come out of a courtesy adjustments/customer relations account. Since we did have a great stay, I wouldn't want the property to have to pay for it.