Zorak

No corp code, but ..

... good point (the original reason I picked the end of May was to be more than 60 days out).

Retested with April 5-7 and it does indeed say 60 days, and collection of a ~$1000 deposit. Will go back and edit my previous post.

So I will concede the part of the conversation about 60 days and $1k because it is mentioned up front. That doesn't change the fact that calling the property during IRROPs to notify about late arrival, does not equate to a cancellation or no-show.

Changing things like earning rules or redemption rates going forward is apples and oranges with unilaterally increasing the price after the fact on a contract that was agreed to under the previous terms.

Gadot

But they did not increase the price. They charged him $$ at the rack room for the whole week like their T&C says.

Gadot

His credit card got charged at booking per SPGs rules at the rack room rate. Had he showed up, it would have been refunded. He did not (per the hotel) and they followed their rules and kept the $ and refunded the points.

Gadot

Per their rules SPG charged his credit card the $$ at the time of booking. Had he showed, they would have canceled the credit card $, he did not so by their rules they charged the credit card and refunded the miles. Note it was by the rules at the time of booking. Whether he saw the charge or not (did they just put a hold on it) is not relevant. But if he is upset, it is with SPG and not Marriott

Gadot

Partly and mostly because AA is more convenient than Delta from Buffalo and my "other" is a long time mega with AA. But still have lifetime platinum status with Delta and am flying them next week. I don't like AAs requiring the certificate for upgrade, Delta does if for free still at 5 days. I could also put down TWA "ambassador" and Eastern's "what ever". Thankfully I don't fly much anymore

PointWeasel

This thread is giving me a headache, and one poster should give it a rest in particular.

What the St Regis Aspen did and has been doing for a long time is beyond tacky.

My last minute snowstorm cancellation experience was just last year and I called the property (another global brand) and the front desk replied "yeah, we heard. Which card would you like to charge the no-show fee to?" I simply hung up without arguing. I called Customer Service and got a Guest Relations supervisor who apologized and called the property to straighten them out and a no charge cancellation email appeared moments later. When the supervisor returned to the phone she advised that there is a policy worldwide in place for circumstances like a closed highway, etc and properties worldwide tend for forget.

So I wonder how a three-star property can provide better service than a St Regis can to a loyal frequent guest.

spgplat21

I'm not sure what SPG rules you're talking about, but what you've described above has literally never happened at SPG. You don't get charged rack rate for an award stay at booking and then have the charge refunded when you check in. That may be the cancellation penalty under the rules, but it was never charged at booking and then refunded. The OP also didn't cancel the reservation, and I'm not aware of a rule that requires a guest to check-in at a specific time?

For what it's worth, Hyatt has a similar policy for award stays where they charge you the standard cash rate and refund the points for an award night if it's cancelled after the cancellation window and the amount is not disclosed up front. I don't have a huge issue with the concept for an actual cancellation, but for a late check-in that was the result of a flight cancellation I can't imagine any property (except 1 apparently) trying to enforce the rules in the manner you're describing.

zachary

You are so wrong. SPG did not do that. And you've been told that. But I guess you can keep saying it over and over if that makes you feel better.

I do see that a few RC's are doing that today, but that doesn't mean that the St. Regis in Aspen was doing so when OP made his reservation.

EuropeanPete

I wonder how much this case has cost the St Regis Aspen in cancelled/ unbooked stays so far?

hockeyinsider

Marriott manages this property, too. This isn't a property managed by some rogue third-party management company.

GrayAnderson

I have never heard of a hotel putting a hold on a CC at the time of booking for the "rack rate" of a room and then refunding it later. Prepaid reservations, sure (as that goes with the name) but not something like this.

Moreover, every indication is that the OP was NOT charged at initial booking (a possible second, unauthorized booking notwithstanding). He was charged during his stay. So I think a certain poster hasn't even bothered to check the fact pattern of the case in question.

GrayAnderson

So, as an aside I put in a test booking from May 28-June 1. No special rate. I see the following T&C:
Now, I'm not about to put a quarter million points "at risk" to see what comes back in an email (that's a free flight to Australia "in play"), but either the policy has changed, is different after Memorial Day, or that booking would generate two conflicting policies in separate communications. The cash rates were, btw, in the $500/night range (so I think there's a good chance that a $1000/night fee would be unconscionable).

Moreover, the underlying overall issue is that

Kacee

I'll just note that the law of contracts does not allow contractual penalties. Which is an additional reason why the practice complained of here (charging a no show fee considerably higher than the going room rate) is legally problematic.

SP03

That's sad. It's a highly mediocre hotel. The only reason it can charge so much is the limited availability of hotels.

Hopefully with the new W and Limelight in Snowmass, people will vote with their wallet.

bldr1k

Someone should send a link to this thread to the New York Times or Wall Street Journal.

Almost all of my Marriott resort reservations this past year have this unethical sleazy penalty. For example, this was a reservation at the Hotel Talisa in Vail over Christmas. This was booked with points. The cost of purchasing a room was about $450 a night. Prior to this thread I just ignored this penalty not thinking it was real (I just assumed I would lose all the points if I cancelled).

Special Services for All Rooms:
December 23, 2018 - December 25, 2018
Rate Plan: SPG Free Nights
AWARD REQUIRED Per Room/per Stay
Guarantee Rules
Your room is guaranteed with a(n) VISA card.
This credit card must be valid for the entire stay. Please present the credit card used to make this reservation upon check-in at the hotel. Please note: If you are booking on behalf of someone else, you must contact the hotel directly to arrange for third party billing.

Cancellation Details
If you cancel before 12:00 PM hotel time on Friday, 23 November 2018 there will be no forfeiture amount.
If you cancel after 12:00 PM hotel time on Friday, 23 November 2018 the forfeiture amount will be USD 899.00.
There may be additional applicable charges and taxes.