New 14 day cancellation policy for awards? (Now clarified by SPG - it's not the case)
Jul 22, 2007, 2:25 pm
#46
Join Date: Jun 2004
Programs: Starwood Plat, CX Gold
Posts: 104
I just called in and questioned the policy with an SPG agent. I was told that if I booked the hotel though her, the cancellation policy was 6pm day of arrival, but if I booked it online through spg.com I would be subject to the 14 day cancellation policy. So two different policies at the same hotel. The only difference being how they are booked. This is crazy!!!
I had her go speak to a supervisor and she came back and confirmed it. She did say the issue "may" be temporary, but couldn't confirm it as a bug nor as an official policy change.
Lets hope it is just a bug. I can't call in for all my redemptions...
I had her go speak to a supervisor and she came back and confirmed it. She did say the issue "may" be temporary, but couldn't confirm it as a bug nor as an official policy change.
Lets hope it is just a bug. I can't call in for all my redemptions...
Two things that concern me;
1. All the run of the mill members(non FTer's) that booked on-line this weekend, cancel and get stuck with a rack rate charge.
2. This thread may give an idea to the SPG execs for the next round of "enhancements".
Jul 22, 2007, 2:28 pm
#47
FlyerTalk Evangelist
Join Date: Apr 2001
Location: NYC
Posts: 27,232
Let's hope the 14 day thing isn't true.
But I'm still shocked to learn that a property supposedly can charge a cash penalty (of their own choosing, apparently) on a stay paid with points. There's something wrong with that whole concept. The points they agreed to take in the first place makes them whole regardless if I stay or not.
Isn't it akin to a property on a cash stay trying to take your car if you are a no show? What's the connection between one and the other?
But I'm still shocked to learn that a property supposedly can charge a cash penalty (of their own choosing, apparently) on a stay paid with points. There's something wrong with that whole concept. The points they agreed to take in the first place makes them whole regardless if I stay or not.
Isn't it akin to a property on a cash stay trying to take your car if you are a no show? What's the connection between one and the other?
Let's just all hope that this turns out to be a website bug.
Jul 22, 2007, 5:22 pm
#48
Join Date: Mar 2003
Posts: 415
14 days is a pretty severe restriction. When I have a choice in brands, this will be a major factor in not choosing Starwood. Basically, it's another large deflation in the value of points already earned and a big challenge to the notion of brand loyalty.
Addendum: I just made two award reservations by phone, and as described earlier, they are both 6 pm day-of-reservation cancellation policies instead of the 14 days listed on the web for the property. Very strange, as I thought Starwood was trying to migrate people to web reservations.
Addendum: I just made two award reservations by phone, and as described earlier, they are both 6 pm day-of-reservation cancellation policies instead of the 14 days listed on the web for the property. Very strange, as I thought Starwood was trying to migrate people to web reservations.
Last edited by agrater; Jul 22, 2007 at 5:39 pm
Jul 23, 2007, 9:53 am
#49
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Thanks for your patience on this. This is obviously an error which has been turned over to the Q&A team. There has been no change in policy. In fact, when we went to duplicate this error, we could see the same 14-day cancellation policy, but when the reservation was completed a confirmation letter was sent that gave the right cancellation policy.
Each property sets its own cancellation policy, which is anything but static by the way. It can change seasonally or because of high/low traffic. SPG awards would carry whatever cancellation policy the hotel has in place at the time you book for.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Each property sets its own cancellation policy, which is anything but static by the way. It can change seasonally or because of high/low traffic. SPG awards would carry whatever cancellation policy the hotel has in place at the time you book for.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Jul 23, 2007, 10:19 am
#50
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,404
Thank you William for that clear, difinitive answer. Whew!
MODS: can we close this thread now?
MODS: can we close this thread now?
Jul 23, 2007, 11:30 am
#51
Moderator: American AAdvantage & Marriott Bonvoy
Join Date: Oct 2002
Location: PHX
Programs: American ExPlat; Marriott/SPG Lifetime Plat; Hyatt Globalist
Posts: 8,116
Jul 23, 2007, 12:01 pm
#52
Original Poster
Join Date: Mar 2005
Location: Beautiful Atlantic Canada
Programs: Bonvoy Platinum & LFT Gold, Hilton Gold, IHG Silver, Airmiles Onyx, Aeroplan, Avis President's Club
Posts: 1,203
As the member who started this thread, I'm glad to see that it was a mistake. Strange mistake, as the mistake was for all properties, but anyway, I guess it was just some smoke & no actual fire... Now I just hope SPG won't take this idea and run with it ... 
Last edited by NBSPGMEMBER; Jul 23, 2007 at 12:10 pm
Jul 23, 2007, 12:32 pm
#53
Join Date: Jun 2004
Programs: No More Loyalty
Posts: 608
Thanks in advance (and thanks AZ for leaving this thread open.)
Edit to add: Your reply above suggests there is a single cancellation penalty regardless of whether a room is booked via cash or reward redemption.
Jul 23, 2007, 12:51 pm
#54
Join Date: Jun 2004
Programs: Starwood Plat, CX Gold
Posts: 104
They made it easier for themselves - no more points stayed being offered (joke)
As of Monday morning pacific time I cannot book any points stays on-line - none are being offered where I am currently looking (the whole of southern California) - presume this part of fixing the above problem or it could be completely new glitch. Urgh!
Jul 23, 2007, 12:52 pm
#55
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
William, I would like some clarification on cancellation policy aside from number of days. If I make a one-night award reservation (most of my stays are one night) and I don't cancel in time, is it true that a property can charge me a monetary penalty (such as rack rate) instead of or in addition to keeping the points?
Edit to add: Your reply above suggests there is a single cancellation penalty regardless of whether a room is booked via cash or reward redemption.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]
Jul 23, 2007, 4:58 pm
#56
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,404
Jul 24, 2007, 6:50 am
#57
Join Date: Oct 2004
Programs: Darth Vader of AMEX, A ladys best friend of Hilton, Pt78 of SPG, *G ,*S, ANA VIP
Posts: 3,931
good news about award
hi,
i had to book an award for next week.
it said 14days blabla but now if i click on the stay information
it says
Stornierungsbedingungen: Cancel By 6Pm Hotel Time -Arrival Day To Avoid A 1 Night Penalty
so even it says 14days, in the reservation is 6pm .
so no problem!
dp
i had to book an award for next week.
it said 14days blabla but now if i click on the stay information
it says
Stornierungsbedingungen: Cancel By 6Pm Hotel Time -Arrival Day To Avoid A 1 Night Penalty
so even it says 14days, in the reservation is 6pm .
so no problem!
dp
Jul 24, 2007, 7:44 am
#58
Join Date: Jan 2007
Programs: SPG Platinum; Hilton Gold; Aeroplan
Posts: 42
Thanks for the clarification!
Jul 24, 2007, 9:43 am
#59
Join Date: Nov 2005
Location: Austin, TX
Posts: 272
Why don't they take the agreed up price for the room: points if an award reservation or cash if that is what how the reservation was made? It would be fair to take the points for a no-show, but it doesn't seem right to take the cost of a full rack rate room if the reservation was not for that price.
Jul 24, 2007, 9:47 am
#60
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Why don't they take the agreed up price for the room: points if an award reservation or cash if that is what how the reservation was made? It would be fair to take the points for a no-show, but it doesn't seem right to take the cost of a full rack rate room if the reservation was not for that price.
Best regards,
William R. Sanders
Online Guest Feedback Coordinator
Starwood Hotels & Resorts Worldwide
[email protected]