Hi, I know that others here had similar issues with other Greek properties…but I wanna share my experience…which is probably worst!
I had a reservation from may 30th till june 2nd (done in late 2019, when they charged the full amount as a deposit) with FREE CANCELLATION till 30 april 2020 at Mystique. Marriott (and Mystique) policy change and the free-cancellation deadline has been postponed till may 15th.
Mystique have a “covid policy” exposed on its own website (not the Marriot website…the hotel website!):
https://mystique.gr/covid-19-update/
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COVID-19 UPDATE
Fully committed to protecting our guests’ and associates’ health and well-being, and in accordance with the new Greek Government measure announced on March 14th 2020, the opening of Mystique Hotel is postponed to May 1st 2020, until further notice.
Given the current uncertain environment, we have updated our cancellation policy for the upmost flexibility.
· For guests with existing and new individual reservations, including reservations with non-refundable rates, with arrivals up to June 15th 2020, full changes or cancellations are permitted at no charge as long as the change or cancellation is made by April 30th 2020.
· For guests with existing non-refundable reservations with arrival beyond June 16th 2020, our guests are welcome to amend their travel plans as necessary for a full year as long as the change is made by April 30th 2020.
· For existing flexible reservations and for new reservations (including villas and unique suites), with arrival beyond June 16th 2020, hotel’s standard deposit and cancellation policy applies.
Kindly note that, as per the global policy of Marriott International, in case of cancellation, your deposit refund will be processed within 90 days from the cancellation date.
All guests with existing bookings up to June 15th 2020, that might be forced to cancel but will decide to keep their deposit in our system, will receive the bellow one-of-a-kind advantages:
· Increase of the deposit value by 20% against future bookings in season 2020 or season 2021, in any of KANAVA Hotels & Resorts properties* in Santorini and Paros. A credit voucher will be issued accordingly. This extra value can be used against room rate or any kind of extra consumptions in the property.
· Receive double BONVOY points for their stay at Mystique.
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On april 20th I canceled the reservation.
After 2-3 days I’ve not received the reimbursement…I write an email to the hotel.
They reply me telling that they’ll not reimburse me…but they give me a voucher + a 10% extra value. Don’t know why I don’t deserve the 20% but only the 10%...! Mistery!
This voucher has a 18 months validity…only after this 18 months I can ask for the refund.
They told that there’s a new law in Greece and that they can’t reimburse but only give this voucher. No matter what their policy on their own website says…!
Obviously, this is false! The law give the POSSIBILITY to give this voucher…if they wanna refund the money they can!
I sent 3-4 email…always receive poor and un-useful “cut-and-paste” replies…!
I called Marriott client service 2 days ago….still pending…! If it matter: I’m Platinum.
Anyway…from an hotel of this level…receive such a poor service…! It’s really embarrassing!
Others here with similar issues with this hotel? Any suggestion?