May 11, 2019, 9:00 am
Last edit by: SanDiego1K
Description of resolution can be found here: https://www.flyertalk.com/forum/31088204-post759.html
Outrageous No-Show Fee Incurred At St. Regis Aspen
Mar 20, 2019, 8:30 am
#376
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
It's wrong. Most of the review are good or excellent (they probably treat their cash paying guest well), but there is a significant number of average and bad review as well. Some refer to their cancellation policy, some refer to the lack of luxury in service (like no one is escorting you to the room...), some refer to the overcrowding of the common areas, some complain are about kids running everywhere... As said before the ranking for hotel in Aspen is no that good actually...
Mar 20, 2019, 8:30 am
#377
Join Date: Mar 2011
Location: Colorado
Programs: Lifetime UA 1K, Lifetime Hilton Diamond, Lifetime Marriott Bonvoy Titanium
Posts: 1,261
You guys lost me with Elevated Returns. They are involved with selling the St. Regis but my experiences weren't at that hotel. I've had this same issue with other Marriott properties - for example, The Westin Riverfront in Avon, among others. I've never stayed at the St. Regis. Aspen is beautiful but not worth the cost in the Winter (IMHO).
Mar 20, 2019, 8:31 am
#378
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
The terms and conditions of all bookings made via spg.com (and all other MAR websites) explicitly incorporated and referred back to the T&Cs of the loyalty program, which in turn explicitly provide for unilateral modification. The ability to reverse the no-show penalty by forfeiting the points was dropped with new T&Cs, as is the provision that no-shows are charged the cancellation penalty. In the case of this thread however I still believe that no soundly managed property should have regarded OP as a no show and he should have been checked-in when he called advising of his late arrival.
Mar 20, 2019, 9:00 am
#379
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
Mar 20, 2019, 10:27 am
#380
Join Date: Aug 2018
Posts: 902
The new T&Cs lauched last year explicitly acknowledged that they superseded and replaced the T&Cs of the previous three loyalty programs, effective on Aug 18.
Mar 20, 2019, 11:56 am
#381
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
The terms and conditions of all bookings made via spg.com (and all other MAR websites) explicitly incorporated and referred back to the T&Cs of the loyalty program, which in turn explicitly provide for unilateral modification. The ability to reverse the no-show penalty by forfeiting the points was dropped with new T&Cs, as is the provision that no-shows are charged the cancellation penalty. In the case of this thread however I still believe that no soundly managed property should have regarded OP as a no show and he should have been checked-in when he called advising of his late arrival.
1) SPG people agreed to the provision that SPG could have unilateral modification to the program. The OP (and others) don't have a leg to stand on to fight this.
2) He arrived before noon. This he can fight. He was not a "no-show" but a late check-in. The hotel must take his points and refund the $. (That is assuming that HE did check in before noon. If it was a family member not named on the original reservation, it becomes a little muddier, but still think he can fight it. Also did he check in for all the rooms (seems to me he had more than one room). If he does have documentation that he checked in before noon, he should send that to "Mr Marriott's office (phone is written somewhere on the Marriott site) and to the GM of the hotel. I have no doubt they will fix it.
Mar 20, 2019, 12:03 pm
#382
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
It's wrong. Most of the review are good or excellent (they probably treat their cash paying guest well), but there is a significant number of average and bad review as well. Some refer to their cancellation policy, some refer to the lack of luxury in service (like no one is escorting you to the room...), some refer to the overcrowding of the common areas, some complain are about kids running everywhere... As said before the ranking for hotel in Aspen is no that good actually...
Mar 20, 2019, 12:05 pm
#383
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
What a lot of people want does not make business sense.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
Mar 20, 2019, 12:11 pm
#384
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,219
you seem to not understand that T&C do not supersede the law. Just because you add nonsense in your fine print doesnt make it enforceable.
Mar 20, 2019, 12:40 pm
#385
Join Date: Aug 2018
Posts: 902
What law are you referring to? Is there a particular statute or legal precedent, relevant to the jurisdiction where this property is located, that specifically addresses the issues that have been discussed on this thread? Or when you mention the law do you just mean your gut feeling of what the law should be?
Mar 20, 2019, 12:43 pm
#386
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,890
Mar 20, 2019, 12:45 pm
#387
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
What law are you referring to? Is there a particular statute or legal precedent, relevant to the jurisdiction where this property is located, that specifically addresses the issues that have been discussed on this thread? Or when you mention the law do you just mean your gut feeling of what the law should be?
Mar 20, 2019, 12:46 pm
#388
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,890
Never mind, see below (invalid comparison due to seasonal differences
)
Last edited by Zorak; Mar 20, 2019 at 3:41 pm
Mar 20, 2019, 1:03 pm
#389
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,219
What law are you referring to? Is there a particular statute or legal precedent, relevant to the jurisdiction where this property is located, that specifically addresses the issues that have been discussed on this thread? Or when you mention the law do you just mean your gut feeling of what the law should be?
Theres more examples, but across the board, courts have not taken kindly to unilateral amendments of contract terms and hiding them in vague T&Cs.
Mar 20, 2019, 1:22 pm
#390
Join Date: Jan 2010
Posts: 698
