I now have 5 posts. Here is my confirmation email saying the rate was paid in full in points and not cancelable within 60 days. This implies to me if you cancel you lose the payment or points. No where does it say there is an $1100 fee if you no show? The manager told me twice the $1100 is on the email. It is not. To be fair it does say further down the email stay is subject to cancelation policy. There is no link or any other information. I would think any reasonable person with this email would think the cancelation policy was no refund within 60 days as it says.


This is a Marriott vs SPG issue for a few reasons,. The ST Regis is hiding behind some hidden Marriott T&C that they claim is no the email (its not). Starwood did not have this cash penalty so they couldnt hide behind hidden T&C

Its also a Marriott vs SPG issue cause anytime I called SPG things got fixed immediately. I've called Marriott twice now and waited over 15 minutes before hanging up. There is no option to leave a voicemail. Ill eventually email them. This goes very in line with their response that they cant yet email my account hotel receipts and I can call for a fax at each hotel. Marriott doesn't seem to care about business travelers (also as shown by devaluing SPG Points)


Further we were not no shows. We Checked in at 8AM. My confirmation email says check in is 4PM so this would imply we could not do this without booking 2 nights. Further when checking in no one said a word (then or on the phone when I called to say Id be late or when I added a second person)_ that the initial booking had been canceled and there was an $1100 fee. Instead they just let my friend on the room check in and told her her card would be for incidentals. A bs penalty from the night before when we weren't no shows is not an incidental. Charging someone $1100 without telling them (she never read any T&C or booked any room) is fraud I believe at worse and wrong at best. I also do not believe they had any right to cancel the first 2 night reservation and make a new one night one. They did not tell us they were doing this. Had I known we wouldn't have rebooked the second day, We would have paid the penalty and kept the points. She already had a room,. Since I thought based on the email attached my points were forfeited I let her use my room. I could have kept the 85000 points had the hotel told me they were charging me an 1100$ fee and had they told me they were making me a new reservation. Making me a new reservation without being asked and without telling anyone and charging me points for it has to be fraud.


Lastly can anyone show me any real T&C at Marriott that tells you what the penalty is and defines a no show? I cant find one. The T&C I can find says you may be billed a fee that this fee will be based on current rates (mine was not) and it says if you no show. No where does it define a no show, say what time you must show up at or give any info. Any reasonable person would think if you booked a hotel for 2 nights and showed up during that visit you did not no show - especially if you called the hotel and told them what time you would arrive and they didn't say there would be any issue.


In any case we will dispute with Amex. This is all well documented and I suspect we will win. Ive never lost with Amex. Its more complicated in this case since we must dispute with her amex but I think it helps that she had no reservation, has never been on Marriotts award site, has no account, and signed a form that said for incidentals. I don't think Amex will let the hotel charge someone else's hidden no show to her card without the hotel making her aware of this. I will be stunned if this doesn't get reversed.

But still its a horrendous service by Marriott and the St Regis in Aspen. FRANKly if the hotel doesn't want point customers Marriott should kick them out - another reason its a Marriott issue

]