Originally Posted by aaupgrade
This is why travel agencies and travel travel related companies purchase E&O insurance to cover errors and omissions. This does not sound characteristic of the Marriott I know, and it is really a mistake for the RI not to honor rates posted on their web site. Someone, and I would guess it is at the actual property level, is more worried about his/her E&O insurance premiums going up than honoring reservations made on their web site. A bad will move IMO.
This is a sales manager at the hotel trying to save their job IMO. Plain and simple... they messed up and don't want to get fired. It's Times Square, sadly, the hotel will be able to resell the rooms we booked at a higher rate with little difficulty.
If I were the GM, I'd can that sales manager over the WSJ article and offer apologies to those whose reservations were cancelled and agree to honor them (if it doesn't create a gross overbooking).