Go Back  FlyerTalk Forums > Miles&Points > Hotels and Places to Stay > Marriott | Marriott Bonvoy
Reload this Page >

Reservation cancellation policy General Discussion

Reservation cancellation policy General Discussion

Reply

Old Feb 22, 19, 3:56 pm
  #31  
 
Join Date: May 2010
Posts: 2,239
So here's my cancellation question. Looking at a cash reservation in London and this is the cancellation policy "non-refundable if cancelled more than 1 day after booking" So does that mean if I book today I can cancel tomorrow and not get charged?
Orange County Commuter is online now  
Reply With Quote
Old Feb 22, 19, 4:53 pm
  #32  
 
Join Date: Aug 2014
Posts: 2,427
Originally Posted by TA View Post
I'm not sure if this has been covered before amid the general gripes about the Marriott.com reservations website, but I thought to discuss it.

The SPG.com booking site used to give very specific cancellation criteria, like:


Now the Marriott.com site is much more vague:


What does 1 day before mean? Any time on the day? 24 hours before official check-in time? Unhelpful.

I have given feedback via the phone agents, but who knows if it'll ever get passed along to someone with authority to improve this.

Is anyone else frustrated by this?
I had a recent stay where the cancellation terms had the "until February 21, 2019" language. When I called the hotel, they were able to look up my confirmation # and discover that I had until 11:59pm on February 21, 2019 to cancel. So YMMV, and it helps to call the property if you can. My guess is that it's property specific, which is even more confusing.
iluvdoco is offline  
Reply With Quote
Old Mar 7, 19, 10:19 pm
  #33  
 
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Silver (1MM), Marriott LT Titanium
Posts: 8,004
Cxl policy does not match between website and email conf

Just booked a room for next week on Marriott.com. Stay starts on March 12. When I booked the room the website told me the cancellation policy is 2 days before arrival [March 10, 2019].

The email confirmation says I can cancel the room until "Saturday, March 9, 2019 [2 days before arrival]". So which is it?

Assuming the 10th, is the cancellation allowed until 11:59pm on the 10th, midnight on the 10th, or...?

This is the first time I've noticed the email is different from the website. Or maybe since the change to Bonvoy, Marriott can't figure out what 2 days before a particular date is.

-RM
RobOnLI is online now  
Reply With Quote
Old Mar 13, 19, 1:24 am
  #34  
 
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor G | Marriott P | SPG P| Hilton S
Posts: 3,582
Originally Posted by damon88 View Post
I think this highlights a difference between the ways Starwood has done things and the way Marriott has done things. I wondered if I was being dense when I read and reread the language on the new combined program. Several sections seemed purposely designed to be vague and open to interpretation when there are clear and simple ways to state things.

Starwood:
CANCELLATION POLICY
If you cancel between Mon, 04 Sep 2017 and 6:00 PM hotel time on Tue, 10 Oct 2017, there will be no forfeiture amount. If you cancel after 6:00 PM hotel time on Tue, 10 Oct 2017, the forfeiture amount will be a 1 night stay. There may be additional applicable charges and taxes.

Totally clear.

Marriott:
Cancelling Your Reservation

You may cancel your reservation for no charge until September 6, 2017 (2 day[s] before arrival).

Subject to interpretation

Marriott has demonstrated that they are willing to evolve and improve. Supposedly a main goal of the merger is to "eventually build a newer, stronger loyalty program that play[s] to the strengths of each one."

This is one area IMHO where Marriott can learn from Starwood.

I think the issue is with the system Marriott used.

I have future reservation which I book at

Member Rate Advance Purchase

You may cancel your reservation for no charge until May 2, 2019 (1 day[s] before arrival).


I got an email from the hotel yesterday informing me that they fail to charge my card. When I asked them why they are charging me now as the booking is still almost 2 months away. This is the reply I got

Kindly to inform you the special rate you have chosen is require a full deposit and non-refundable. There is a wrong information for cancellation policy that we put in the system. Therefore, we honor that you can pay this room reservation upon check in on 03 May 2019.
And this is from the legacy SPG hotel.

So I guess, the rate system used my Marriott must be quite bad.

I believe this is not the first time I saw that kind of Rate (Advance Rate but cancelable)
lingua101 is offline  
Reply With Quote
Old Mar 18, 19, 12:53 pm
  #35  
 
Join Date: Mar 2011
Location: SoCal
Programs: AA EXP, HHonors LTDia, Marriott Plat
Posts: 587
I just booked a points reservation for Blacksburg VA for 4/11 (24 days from now) and the cancellation message was " Redemption, non-refundable if cancelled less than 30 days before arrival".

I don't ever remember making a points stay at a "regular" hotel with a 30 day cancellation limit. Is this the new Bonvoy standard?
TSparky is offline  
Reply With Quote
Old Mar 18, 19, 1:01 pm
  #36  
FlyerTalk Evangelist
2019 FlyerTalk Awards
 
Join Date: Oct 2001
Location: Falkirk, Scotland,VS Red, BA Gold, HH Diamond,UK Amex Plat
Programs: Master of the Privy Purse des Muccis
Posts: 12,415
Originally Posted by TSparky View Post
I just booked a points reservation for Blacksburg VA for 4/11 (24 days from now) and the cancellation message was " Redemption, non-refundable if cancelled less than 30 days before arrival".

I don't ever remember making a points stay at a "regular" hotel with a 30 day cancellation limit. Is this the new Bonvoy standard?

Hi,

I think there have been an increasing number of posts here regading increased cancellation limits and charging cash penalties too ( some are now 60 days) -is there any special event on in Blacksburg Va on that day? ( previously there were higher penalties on special event days ie Superbowl)

Regards

TBS
The _Banking_Scot is online now  
Reply With Quote
Old Mar 18, 19, 2:53 pm
  #37  
2019 FlyerTalk Awards
 
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 1,654
Originally Posted by lingua101 View Post
So I guess, the rate system used my Marriott must be quite bad.
I believe this is not the first time I saw that kind of Rate (Advance Rate but cancelable)
I've booked a couple of these and they were legacy Marriott properties. The cancellation terms and price were better on the Advanced Rate but cancellable than the regular rates, so that's what I booked and made sure I took a screen shot of it in case there were any shenanigans.
KRSW is offline  
Reply With Quote
Old Mar 19, 19, 1:40 am
  #38  
 
Join Date: Jun 2009
Location: SIN
Programs: TK-G | Accor G | Marriott P | SPG P| Hilton S
Posts: 3,582
Originally Posted by KRSW View Post
I've booked a couple of these and they were legacy Marriott properties. The cancellation terms and price were better on the Advanced Rate but cancellable than the regular rates, so that's what I booked and made sure I took a screen shot of it in case there were any shenanigans.
well the hotel decided to honor the cancel-able term, but they highlighted it was an error. I have stayed at this hotel many times.... so it is not a big deal. but again another issue with the "integration"
lingua101 is offline  
Reply With Quote

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are On
Refbacks are Off


Thread Tools
Search this Thread