Old Mar 13, 19, 12:54 pm
Join Date: Sep 2015
Posts: 31
Arrow Outrageous No-Show Fee Incurred At St. Regis Aspen

I booked 2 rooms for 5 nights at the St. Regis Aspen all on points. These were booked back in the first half of 2018 for a recent stay in March 2019. Unfortunately, our flight to ASE was cancelled so we could not arrive until the next day. In particular, we ended up stuck in our layover city (DFW), had to book 2 rooms at DFW and then had to fly to GCM the next day, rent a car and drive to Aspen. Called hotel around 5 PM MST when we knew we would not make it the first night to let them know. They offered to "guarantee the room" so we thought everything was good to go. I would later find out this "guarantee the room" was code for we will charge you $1,000.00 per room (2 rooms) to keep your reservation. No mention of any charge or charge amount during call.

I was shocked to find the $1000.00 charge per room on my folio for each room plus tax ($113.00) on day of checkout. Spoke to front desk, mid-level manager and ultimately higher level manager. I was basically told that this is the way it is and I should have read my T&C more carefully.

I now have taken up the issue with a phone representative on the Marriott Platinum line. He seems sympathetic and is setting up a case. He says that Marriott will contact the hotel and the hotel will have 5 days to respond. I will have to wait and see how this goes.

First off, I find this crazy that I would incur a cash charge for missing my first night when all nights were prepaid on points. There is no way the hotel has lost anything. I have read elsewhere that the hotel could argue that they have lost out on the opportunity to sell me ancillary services/products for that first night. I don't buy this line of reasoning and think that any claimed loss is not even close to the no show charge. I bet I could fight this in a court of law (maybe small claims court) but that is a time-suck.

Second, the mid-level manager suggested that if I run into this issue in the future that I simply check-in to the hotel via the Marriott app. This would likely work to avoid this nonsensical charge but I found this suggestion to be a cruel one since it was provided when arguing the charge and not when I called on Friday to kindly let the hotel know we would be late.

Third, and likely my saving grace, my original booking confirmations clearly state: "If a no-show / cancel charge is incurred, SPG members may request to switch the charge to a forfeiture of applicable Starpoints by e-mailing their request to [email protected] no later than 60 days from the reservation arrival date." To me, this clearly indicates that only my points should be forfeited and no cash charge should be incurred.

Anyone else find this crazy? Any advice on how to get these charge reversed?
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