Fairmont Maui Free Certificate Stay Cancellation Policy

Old Jan 3, 18, 10:36 am
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Join Date: Mar 2015
Posts: 28
Fairmont Maui Free Certificate Stay Cancellation Policy

We are scheduled to stay at Maui 1/13-17 on the free night certs from credit card signup.
We might have to cancel because of some surgery.
I called and was told that I would have to pay for 2 night penalty at current rates?
My reservation states $0 room rate My emailed confirmation I received states Cancellation Amount $332

Anybody have any ideas what would be correct cancellation penalty?
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Old Jan 3, 18, 1:46 pm
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Join Date: Mar 2015
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I talked to the hotel directly and they said there would be no penalty at all and all certificates returned.
So I guess I answered my own question
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Old Jan 3, 18, 5:37 pm
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Congratulations! I just looked it up and that resort, on revenue stays, requires 21 days' advance cancellation & otherwise charges 2 nights' room rent! Is it maybe different for award stays?
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Old Jan 4, 18, 4:52 pm
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Talking to hotel directly is always best in these types of circumstances. The call centre has to follow the rules. The hotel has discretion to offer cancellations in case of extenuating circumstances. (I had a Westin that allowed me to cancel a reservation after midnight of the check-in day when I missed a connecting flight.)
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Old Jan 4, 18, 9:10 pm
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It could also be that the hotel is happy to have you not show up. I don't know what the hotel gets paid by Fairmont when a guest uses a free night certificate, but I would bet that it's significantly less than what a paying guest would bring. Considering the website is showing no rooms available for your dates, they can waive their cancellation policy to make you happy, and still come out ahead.
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