Marriott Instituting Peak Award Chart in 2018 for Ski Resorts
Sep 26, 2018, 11:34 am
#1
Original Poster
Join Date: Jul 2005
Posts: 1,074
Marriott Instituting Peak Award Chart in 2018 for Existing Resort Reservations
Wow- I get a Call from Salt Lake City (I have at least 5 open Case #'s on 5 different issues that I have spent over 20 hours trying to fix) and am thinking...FINALLY they are going to help me out and FIX something.
Of Course not.
They were calling me to let me know that my stay starting 12/25 and ending Jan 1 2019 will be based on a CAT 7 stay at PEAK pricing and that Marriott is instituting peak pricing for resorts starting Christmas Day not in 2019 as they previously advertised (actually still are doing). So what should be a 60K per night stay is now going to cost me 70K per night if I want to keep my reservation. Her job was to call and notify people in advance about this decision by marriott b/c I was flagged as NOT having enough points currently to cover the 10K per night increase in my MR account.
1) I do have the points if they looked into my first case #
2) she had NO record of any of my case numbers, but was tasked to call people like me.
3) She wasn't empowered to do anything about any of my other issues, but she gave me her #, Ext and position and was firm about this change.
Marriott has taken this all to a new level of lows.
The link CLEARLY states this will start in 2019!!! I would love to see the Lurker's comments here....
https://www.marriott.com/rewards/pointsGridPopUp.mi
Of Course not.
They were calling me to let me know that my stay starting 12/25 and ending Jan 1 2019 will be based on a CAT 7 stay at PEAK pricing and that Marriott is instituting peak pricing for resorts starting Christmas Day not in 2019 as they previously advertised (actually still are doing). So what should be a 60K per night stay is now going to cost me 70K per night if I want to keep my reservation. Her job was to call and notify people in advance about this decision by marriott b/c I was flagged as NOT having enough points currently to cover the 10K per night increase in my MR account.
1) I do have the points if they looked into my first case #
2) she had NO record of any of my case numbers, but was tasked to call people like me.
3) She wasn't empowered to do anything about any of my other issues, but she gave me her #, Ext and position and was firm about this change.
Marriott has taken this all to a new level of lows.
The link CLEARLY states this will start in 2019!!! I would love to see the Lurker's comments here....
https://www.marriott.com/rewards/pointsGridPopUp.mi
Last edited by jr1202sr; Sep 26, 2018 at 7:12 pm
Sep 26, 2018, 12:31 pm
#4
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
If I had a reservation confirmation number to reference, I would be glad to look into this. PM here at Flyertalk or by the email address below is the best way to reach me.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Sep 26, 2018, 1:02 pm
#7
FlyerTalk Evangelist
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Completely 100% illegal under most consumer protection systems in the world to change the price of a hotel stay after confirmed booking.
Sep 26, 2018, 1:32 pm
#8
Join Date: Aug 2011
Location: MIA, VIE and DPS
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Posts: 1,132
But it's good to know they have someone who can make calls at Marriott - more than I would have expected
Sep 26, 2018, 1:39 pm
#9
Join Date: Feb 2008
Location: In the air
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Posts: 8,720
I really hope they’ve not taken tens of agents off the phone lines dealing with urgent queries and instead set them calling people telling them they’re not going to honour reservations already made based on a price increase they’ve promised wouldn’t happen.
I definitely do not mean to doubt the OP, but the whole thing sounds so bad to be implausible.
I definitely do not mean to doubt the OP, but the whole thing sounds so bad to be implausible.
Sep 26, 2018, 1:44 pm
#10
Original Poster
Join Date: Jul 2005
Posts: 1,074
Lurker: Email sent with verification of my reservation at 360 points for 7 Nights. That is 6 @ 60K each AND 1 night Free with 4 for 5 promotion. I also sent a copy of the award chart. My call stated the new cost would be 70K per night. I have the agents name and ext in the corp office.
To everyone else: This is not a cruel joke. I was called by Ms. XXXX. at the Salt Lake City Marriott Office and She was a Corporate Liaison for Marriott Rewards. I asked specially for her name and title. Caller ID showed a 801 #. She gave me her ext so she clearly works in the corp department if I needed to follow up. This wasn't me calling a call center and getting bad info.
What was amazing is she had NO problem going on record stating this is what Marriott was doing moving forward and it was not what had been previously advertised. I pressed her 3x and said I was going to quote her on this as this was crazy to change the terms after a reservation was made. There was no I am sorry for any confusion about the dates or we meant to exclude resorts....simply we are changing your terms take it or leave it. Hopefully the lurker can speak to someone and they can "rethink" this plan. This isn't some random person in a call center misinformed. I was called on my Cell phone in the middle of the day.
BTW my cancellation period was changed from 3 days out to 60 days out.
To everyone else: This is not a cruel joke. I was called by Ms. XXXX. at the Salt Lake City Marriott Office and She was a Corporate Liaison for Marriott Rewards. I asked specially for her name and title. Caller ID showed a 801 #. She gave me her ext so she clearly works in the corp department if I needed to follow up. This wasn't me calling a call center and getting bad info.
What was amazing is she had NO problem going on record stating this is what Marriott was doing moving forward and it was not what had been previously advertised. I pressed her 3x and said I was going to quote her on this as this was crazy to change the terms after a reservation was made. There was no I am sorry for any confusion about the dates or we meant to exclude resorts....simply we are changing your terms take it or leave it. Hopefully the lurker can speak to someone and they can "rethink" this plan. This isn't some random person in a call center misinformed. I was called on my Cell phone in the middle of the day.
BTW my cancellation period was changed from 3 days out to 60 days out.
Last edited by jr1202sr; Sep 26, 2018 at 2:02 pm
Sep 26, 2018, 2:09 pm
#11
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
Lurker: Email sent with verification of my reservation at 360 points for 7 Nights. That is 6 @ 60K each AND 1 night Free with 4 for 5 promotion. I also sent a copy of the award chart. My call stated the new cost would be 70K per night. I have the agents name and ext in the corp office.
To everyone else: This is not a cruel joke. I was called by Ms. XXXX. at the Salt Lake City Marriott Office and She was a Corporate Liaison for Marriott Rewards. I asked specially for her name and title. Caller ID showed a 801 #. She gave me her ext so she clearly works in the corp department if I needed to follow up. This wasn't me calling a call center and getting bad info.
What was amazing is she had NO problem going on record stating this is what Marriott was doing moving forward and it was not what had been previously advertised. I pressed her 3x and said I was going to quote her on this as this was crazy to change the terms after a reservation was made. There was no I am sorry for any confusion about the dates or we meant to exclude resorts....simply we are changing your terms take it or leave it. Hopefully the lurker can speak to someone and they can "rethink" this plan. This isn't some random person in a call center misinformed. I was called on my Cell phone in the middle of the day.
BTW my cancellation period was changed from 3 days out to 60 days out.
To everyone else: This is not a cruel joke. I was called by Ms. XXXX. at the Salt Lake City Marriott Office and She was a Corporate Liaison for Marriott Rewards. I asked specially for her name and title. Caller ID showed a 801 #. She gave me her ext so she clearly works in the corp department if I needed to follow up. This wasn't me calling a call center and getting bad info.
What was amazing is she had NO problem going on record stating this is what Marriott was doing moving forward and it was not what had been previously advertised. I pressed her 3x and said I was going to quote her on this as this was crazy to change the terms after a reservation was made. There was no I am sorry for any confusion about the dates or we meant to exclude resorts....simply we are changing your terms take it or leave it. Hopefully the lurker can speak to someone and they can "rethink" this plan. This isn't some random person in a call center misinformed. I was called on my Cell phone in the middle of the day.
BTW my cancellation period was changed from 3 days out to 60 days out.
I read on Chinese Flyertea that some badly damaged Sheraton properties in Southern China had changed the bookings cancellation policy from 2 days before arrival to 99 days! I thought that was due to some property owners not honoring Marriott policy - now THIS DP from you, is very alarming.
How can we rely on the cancellation policy when it is shown to us at the time of booking?!
@william
Could you also look into this issue of cancellation policy changed after booking?
Sep 26, 2018, 2:18 pm
#12
FlyerTalk Evangelist
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I have faith that @Starwood Lurker can come through for the OP on this (and in turn, cascade this for others experiencing the same issue but aren't aware of FT).
But having said that, all I can do is shake my head at Marriott.
But having said that, all I can do is shake my head at Marriott.
Sep 26, 2018, 2:21 pm
#13
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Join Date: Apr 2013
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Unbelievable. Contrary to all their public statements about new award prices not applying to bookings made in 2018.
I wonder if I should be expecting a call about the Prince de Galles booking for 60k per night I just made for April 2019.
I wonder if I should be expecting a call about the Prince de Galles booking for 60k per night I just made for April 2019.
Sep 26, 2018, 2:24 pm
#14
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I have faith that @Starwood Lurker can come through for the OP on this (and in turn, cascade this for others experiencing the same issue but aren't aware of FT).
But having said that, all I can do is shake my head at Marriott.
But having said that, all I can do is shake my head at Marriott.
Sep 26, 2018, 2:38 pm
#15
FlyerTalk Evangelist
Join Date: Feb 2004
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Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
