Originally Posted by
sabre31_98
I absolutely agree that Marriott is not in the wrong here, and yes $371 is not worth dying on that hill, but it's not like I'm a serial canceller. I don't think I've ever contacted Marriott for anything significant in 12 years. I just think that exceptions can be made and it would have been nice for them to feign like they were trying at the very least. I think the dismissive attitude of the CSR probably is what made me dig in on this. I've vented. I'll surrender.
Your mistake was to call Customer Service. They can't override the hotel's cancellation policy. Only the hotel can do that! I've canceled a reservation after midnight of my check in day and the hotel waived the cancellation fee. But I called the hotel directly.