Typhoonpilot

This hotel is not honoring points bookings for rooms during quarantine even though they are available on the website and via phone with reservations. Marriott Bonvoy Lurker Marriott Bonvoy Lurker II Marriott Assistance

I have a confirmed reservation made via the reservations line that the hotel refuses to honor. The points have been deducted from my account and the confirmation is on my Marriott App. The hotel management outright refuse to honor the reservation.

I can understand the "quarantine portions" for food service, but the room alone should still be honored. Given that airline tickets were purchased based on the original reservation arrival date, and with the scarcity of rooms in Taipei for quarantine, this puts me in a very uncomfortable position.

myperks

the hotel is a quarantine hotel. are you using it as a quarantine hotel? can they just convert it to a quarantine package rate and refund you the points? its a standard rate so doesn't matter when you book it.

Marriott Bonvoy Lurker II

Hello Typhoonpilot,

Please send a Private Message to us with your full name, contact email, and reservation details, we'd be happy to check on that for you.

Best regards,

Carrie L
Specialist Social Media
Marriott International
[email protected]

Typhoonpilot

Marriott Bonvoy Lurker Marriott Bonvoy Lurker II Marriott Bonvoy Lurker III have not been helpful resolving this situation. The hotel management acted dishonorably in not accepting a confirmed points reservation for 15 nights. The government of Taiwan requires a confirmed booking document to be shown on arrival for quarantine. In order to obtain that the hotel management required me to cancel the confirmed points reservation and re-book at a cash rate. This is a good safe property for a quarantine stay for my son so I made the change under duress in order to get the confirmed booking document. This will cost me $2000 out of pocket now. Marriott is not offering any compensation whatsoever.

I'm staying in Miami the entire month of August,..............at a Hilton property instead of Marriott. Too mad at Marriott right now

myperks

Under duress? Get over it. The property is a quarantine hotel. plus this hotel has been a quarantine hotel since the start. Anyone booking has to know that if the pandemic extends, it will either continue to be a quarantine hotel or become a regular hotel which your son can’t use as a quarantine place anyways.

Even if the hotel gave you a confirmation on hotel booking for entry purposes, it would be in your name and won’t be accepted for entry.

TerryK

There are tons of quarantine hotels available. You don't have to stay at Aloft.

https://english.gov.taipei/News_Cont...BBBD4737D9391D

BTW, were you an ex-RAF pilot?

Typhoonpilot

There are a lot, but many were fully booked and/or sub-standard. Plus, the location is convenient for home food delivery.

Not ex-RAF, the name comes from flying in and around typhoons in S.E. Asia for many years back in the 90s.

Typhoonpilot

A confirmed booking for 15 nights at a quarantine hotel that was available on the app and by voice reservations that was not honored by the hotel. That is not acting in good faith, full stop.

myperks

so if the hotel decided not to be a quarantine hotel and honor your reservation, what would you do then? Your son can’t use the hotel per the entry requirements.

or better yet, the hotel honors your points reservation for the room portion but charges you $1500 for the quarantine food, you still complain?

I’m guessing at the time of your points reservation, the hotel was planning on becoming a non-quarantine hotel. No logical person knowingly book this quarantine hotel on points thinking it’ll cover the board portion as well. Not Marriott. Not Hyatt. Not Hilton.

gengar

"Under duress", give me a break. It's a quarantine hotel, you knew that and you know how they work. Don't feign ignorance just to play victim.

Typhoonpilot

This is actually the best option that they could have presented. Not $1500 mind you, but a reasonable charge for the extra quarantine portion over and above the normal room rate. That would have been the right thing for them to do.

When I booked the reservation on the phone I specifically mentioned to the agent that it is a quarantine hotel, but he pulled up the points rate and made the reservation using that. So now the customer is wrong? Sorry, that is not how good customer service works.

Are you a shill for Marriott Lurker to help them win this service complaint publicly?

Typhoonpilot

Let me be perfectly clear.

I saw the points rate in the app; I called reservations to make sure this rate was available; reservations called the hotel and explained this would be for my son for quarantine; and then booked the points rate. I checked very carefully only to be told later in an e-mail by the property management that it is an "IT mistake". Sorry, but that is not my fault and I am not feigning ignorance. If an airline sells tickets for $1 with a mistake on their website they are required to honor those tickets. No difference here. I expect Marriott to make good on this.

uanj

duplicate

uanj

What explanation is the property giving you for this if you don't mind sharing more details? Are they saying the room reservations for a quarantine stay cannot be booked on points?

myperks

oh please. Get over yourself. If I was the only one that had this viewpoint, then (maybe) lump me in with the lurkers.

Calling Marriott and mentioning quarantine makes me think you already know the potential result of what would have happened anyways. Did you get confirmation directly from the property about this? If so and subsequently changed, then should escalate. If you relied on the oh so good Marriott customer service line to tell you about quarantine requirements, then that will probably fall under a personal problem because what probably happened was you called and said you are booking the hotel for quarantining purposes, the rep looked up it was available for award reservation and booked it.

what is your loss? Would you have paid for aloft quarantine package anyways? Did you miss out on another property now being sold out because you relied on this award reservation? Or are you just annoyed that you weren’t able to use your points for quarantining?

I know about this hotel specifically because I have friends and family that specially stayed at this hotel for quarantining purposes, which we can both agree that it is a good hotel for this purpose specifically and a way to get some points and elite nights.