Hotel Unilaterally Changes Reservation T&C Months After Booking
Nov 8, 2018, 3:48 pm
#16
Join Date: Feb 2017
Location: NYC
Programs: B6 Mosaic, Marriott Platinum
Posts: 119
So, update, I called Marriott to begin with. Marriott hung up on me 3x, then, finally, pawned me off on the Starwood customer service line (i thought they were all big one happy family?) The SPG rep was nice, but useless, and suggested that I reach out to the hotel.
When I called the hotel, the number went right to a voicemail and the automatic voice kicks in asking me to leave a VM - and the VM number is different from the hotel's number.
Now, I am at a loss as to what to do - Marriott / ghost of SPG won't help, and when I try to reach the hotel, I can't do that, either.
Prior to going to the Attorney General...paging @starwoodlurker ...
When I called the hotel, the number went right to a voicemail and the automatic voice kicks in asking me to leave a VM - and the VM number is different from the hotel's number.
Now, I am at a loss as to what to do - Marriott / ghost of SPG won't help, and when I try to reach the hotel, I can't do that, either.
Prior to going to the Attorney General...paging @starwoodlurker ...
Nov 8, 2018, 3:52 pm
#17
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
...paging @starwoodlurker ...
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Nov 8, 2018, 6:42 pm
#18
Original Poster
Join Date: Oct 2009
Location: BTR/MSY
Programs: AA EXP, Hyatt Globalist, Marriott LTP, Hilton Gold
Posts: 1,258
Hey Sallycat. Sorry to hear you're going through the same thing. I don't really have much of an update, other than I never got the promised call back though the T&C of my booking did revert back to the original cancelation policy. I actually forgot all about everything until I saw the updates notifications on this thread.
Dec 3, 2018, 9:48 pm
#19
Join Date: Feb 2017
Location: NYC
Programs: B6 Mosaic, Marriott Platinum
Posts: 119
Here I am, nearly a month later, and the property (which is new and has yet to open) and the SPG champion refuse to respond to any written communication on this issue. My voicemails go un-answered. Does anyone have a next suggestion? At this point, I am concerned my reservation will be cancelled all together as I never paid this bogus “deposit”.
Dec 4, 2018, 9:22 am
#20
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Dec 4, 2018, 11:38 pm
#21
Join Date: Feb 2017
Location: NYC
Programs: B6 Mosaic, Marriott Platinum
Posts: 119
To be fair, the correspondence trail includes your letting me know the information was passed along on 11/9 and letting me know that I should expect to hear back. (Totally fine / fair.)
I checked in on 11/26 stating I hadn’t heard back (holidays... etc), and then your response was asking for my phone number (which was sent along) and letting me know the number has been passed along to the hotel again (again... totally fine).
The team has also been included on emails that I’ve sent directly to the hotel, asking to set-up a time for the 3 of us to connect via phone.. those have been ignored. I am just very confused as to what’s happening with my reservation (cancellation fee... or no? Deposit needed... or no? Am I going to log into my account in a few days and see this has been cancelled?) as the information from the original reservation, “new” reservation on the app, and “new” reservation on the site are all stating inconsistent information and I’m not keen to just send money along especially when the property can’t even respond.
I am sure most here can understand and appreciate my position where I want the rules “in writing” as I am concerned this is going to be cancelled as it started that a deposit had to be made via money order / check OR card by 12/3 and had different amounts listed. None of this was on the original Rez.
I’m happy to play by the rules but no one will tell me what the “rules” are.
I checked in on 11/26 stating I hadn’t heard back (holidays... etc), and then your response was asking for my phone number (which was sent along) and letting me know the number has been passed along to the hotel again (again... totally fine).
The team has also been included on emails that I’ve sent directly to the hotel, asking to set-up a time for the 3 of us to connect via phone.. those have been ignored. I am just very confused as to what’s happening with my reservation (cancellation fee... or no? Deposit needed... or no? Am I going to log into my account in a few days and see this has been cancelled?) as the information from the original reservation, “new” reservation on the app, and “new” reservation on the site are all stating inconsistent information and I’m not keen to just send money along especially when the property can’t even respond.
I am sure most here can understand and appreciate my position where I want the rules “in writing” as I am concerned this is going to be cancelled as it started that a deposit had to be made via money order / check OR card by 12/3 and had different amounts listed. None of this was on the original Rez.
I’m happy to play by the rules but no one will tell me what the “rules” are.
Dec 5, 2018, 3:29 am
#22
Join Date: Aug 2018
Posts: 902
To be fair, the correspondence trail includes your letting me know the information was passed along on 11/9 and letting me know that I should expect to hear back. (Totally fine / fair.)
I checked in on 11/26 stating I hadn’t heard back (holidays... etc), and then your response was asking for my phone number (which was sent along) and letting me know the number has been passed along to the hotel again (again... totally fine).
The team has also been included on emails that I’ve sent directly to the hotel, asking to set-up a time for the 3 of us to connect via phone.. those have been ignored. I am just very confused as to what’s happening with my reservation (cancellation fee... or no? Deposit needed... or no? Am I going to log into my account in a few days and see this has been cancelled?) as the information from the original reservation, “new” reservation on the app, and “new” reservation on the site are all stating inconsistent information and I’m not keen to just send money along especially when the property can’t even respond.
I am sure most here can understand and appreciate my position where I want the rules “in writing” as I am concerned this is going to be cancelled as it started that a deposit had to be made via money order / check OR card by 12/3 and had different amounts listed. None of this was on the original Rez.
I’m happy to play by the rules but no one will tell me what the “rules” are.
I checked in on 11/26 stating I hadn’t heard back (holidays... etc), and then your response was asking for my phone number (which was sent along) and letting me know the number has been passed along to the hotel again (again... totally fine).
The team has also been included on emails that I’ve sent directly to the hotel, asking to set-up a time for the 3 of us to connect via phone.. those have been ignored. I am just very confused as to what’s happening with my reservation (cancellation fee... or no? Deposit needed... or no? Am I going to log into my account in a few days and see this has been cancelled?) as the information from the original reservation, “new” reservation on the app, and “new” reservation on the site are all stating inconsistent information and I’m not keen to just send money along especially when the property can’t even respond.
I am sure most here can understand and appreciate my position where I want the rules “in writing” as I am concerned this is going to be cancelled as it started that a deposit had to be made via money order / check OR card by 12/3 and had different amounts listed. None of this was on the original Rez.
I’m happy to play by the rules but no one will tell me what the “rules” are.
Dec 11, 2018, 8:54 am
#23
Join Date: Jan 2012
Location: CA
Programs: Marriott - Lifetime Titanium, United - Silver
Posts: 212
Marriott Sales Manager Changing Cancellation Terms
I received an email from a Marriott Hotel Sales Manager. It stated since the rooms in the area are sold out because of a music festival and I will now have to pay in full the reservation three months in advance. I have a reservation that states I can cancel up to 2 days in advance and no prepayment required. Has anyone had a hotel do this?
Thanks!
Thanks!
Dec 11, 2018, 9:27 am
#24
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I received an email from a Marriott Hotel Sales Manager. It stated since the rooms in the area are sold out because of a music festival and I will now have to pay in full the reservation three months in advance. I have a reservation that states I can cancel up to 2 days in advance and no prepayment required. Has anyone had a hotel do this?
Thanks!
Thanks!
Dec 11, 2018, 10:08 am
#25
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,107
I received an email from a Marriott Hotel Sales Manager. It stated since the rooms in the area are sold out because of a music festival and I will now have to pay in full the reservation three months in advance. I have a reservation that states I can cancel up to 2 days in advance and no prepayment required. Has anyone had a hotel do this?
Thanks!
Thanks!
Cheers.
Jan 6, 2019, 8:09 pm
#26
Original Poster
Join Date: Oct 2009
Location: BTR/MSY
Programs: AA EXP, Hyatt Globalist, Marriott LTP, Hilton Gold
Posts: 1,258
FINAL UPDATE - It took a lot more putting my foot down firmly (including plenty of back and forth between myself, the property, and Marriott Corporate), but I got my reservation changed back to the previous terms. Only took a little over two months to resolve, and look the NFL Playoffs are upon us. 
Jan 6, 2019, 10:30 pm
#27
FlyerTalk Evangelist
Join Date: Feb 2004
Location: YVR
Programs: AC SE 2MM; UA MP Premier Silver; Marriott Bonvoy LT Titanium Elite; Radisson; Avis PC
Posts: 35,255
FINAL UPDATE - It took a lot more putting my foot down firmly (including plenty of back and forth between myself, the property, and Marriott Corporate), but I got my reservation changed back to the previous terms. Only took a little over two months to resolve, and look the NFL Playoffs are upon us.
When you say "putting my foot down firmly"... what did you communicate with them to get them to acquiesce?
Jan 8, 2019, 6:16 pm
#28
Original Poster
Join Date: Oct 2009
Location: BTR/MSY
Programs: AA EXP, Hyatt Globalist, Marriott LTP, Hilton Gold
Posts: 1,258
I flat out rejected their new terms and caught the property GM in a lie. The GM stated in an email the terms and condition of my booking stated the property can change any aspect of the booking with 30 days notice. I of course asked the GM to provide a copy of T&C where this is stated. They of course couldn’t produce anything. After some persistence, they folded like a cheap suit.
Jan 9, 2019, 7:51 am
#29
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I flat out rejected their new terms and caught the property GM in a lie. The GM stated in an email the terms and condition of my booking stated the property can change any aspect of the booking with 30 days notice. I of course asked the GM to provide a copy of T&C where this is stated. They of course couldn’t produce anything. After some persistence, they folded like a cheap suit.