"Extra person" charges, especially on award stays
#91
Join Date: Nov 2011
Posts: 6,384
I have 0 problem booking as 2 people and clarifying the issue with the hotel when it becomes necessary. In my experience, it's easier fighting a charge getting put on as opposed to getting a charge removed.
#92
Join Date: Feb 2007
Location: DFW - North Texas
Programs: AAdvantage Platinum, Marriot Bonvoy Lifetime Platinum/2022 Titanium
Posts: 960
Just to follow up again re: award stays... made a few since the change and always just book 2 adults on the reservation and then check in as normal with the kids when we get to the hotel. Never a problem for us.
#93
Join Date: Apr 2009
Location: BC, Canada
Programs: Bonvoy Titanium Elite, VSE/MVC Chairman's Club
Posts: 533
So, the T&C says:
My interpretation is that extra-person charges are included as long as what you booked was a single or double standard room.
I notice on our recent summer stays in Europe properties, where every room was redeemed with 2 adults + 1 child, we weren't charged an "extra person" fee, but were charged an "extra bed" fee where we asked for a rollaway. That extra bed fee went as high as $100/nt. Ridiculous...
Two locations had pull-out couches -- there was no extra charge.
In the one location that the reservation said there was an extra person charge, they waived it when asked about it. They had an extra bed charge anyways.
The only place the award didn't work as expected was the property that made us get 2 rooms, since max occupancy was 2, even though they had 2 double beds in the room.
3.2.e. When redeeming Points for an Award Redemption Stay, the Award Redemption Stay includes the cost of a single or double standard room at a Participating Property, room tax/service charge, and extra-person charges, if any
I notice on our recent summer stays in Europe properties, where every room was redeemed with 2 adults + 1 child, we weren't charged an "extra person" fee, but were charged an "extra bed" fee where we asked for a rollaway. That extra bed fee went as high as $100/nt. Ridiculous...
Two locations had pull-out couches -- there was no extra charge.
In the one location that the reservation said there was an extra person charge, they waived it when asked about it. They had an extra bed charge anyways.
The only place the award didn't work as expected was the property that made us get 2 rooms, since max occupancy was 2, even though they had 2 double beds in the room.
#94
Join Date: Feb 2007
Location: DFW - North Texas
Programs: AAdvantage Platinum, Marriot Bonvoy Lifetime Platinum/2022 Titanium
Posts: 960
Extra person charges are separate from Maximum Room Occupancy figures and charges for a roll away. They are three distinct items and my experiences so far validate that.
So, the T&C says:
My interpretation is that extra-person charges are included as long as what you booked was a single or double standard room.
I notice on our recent summer stays in Europe properties, where every room was redeemed with 2 adults + 1 child, we weren't charged an "extra person" fee, but were charged an "extra bed" fee where we asked for a rollaway. That extra bed fee went as high as $100/nt. Ridiculous...
Two locations had pull-out couches -- there was no extra charge.
In the one location that the reservation said there was an extra person charge, they waived it when asked about it. They had an extra bed charge anyways.
The only place the award didn't work as expected was the property that made us get 2 rooms, since max occupancy was 2, even though they had 2 double beds in the room.
My interpretation is that extra-person charges are included as long as what you booked was a single or double standard room.
I notice on our recent summer stays in Europe properties, where every room was redeemed with 2 adults + 1 child, we weren't charged an "extra person" fee, but were charged an "extra bed" fee where we asked for a rollaway. That extra bed fee went as high as $100/nt. Ridiculous...
Two locations had pull-out couches -- there was no extra charge.
In the one location that the reservation said there was an extra person charge, they waived it when asked about it. They had an extra bed charge anyways.
The only place the award didn't work as expected was the property that made us get 2 rooms, since max occupancy was 2, even though they had 2 double beds in the room.
#95
Join Date: Sep 2019
Posts: 1
Extra Person Fees & Disney World Swan
I decided to call to ask about the "extra person policy" for the hotel so I called the hotel and selected "reservations". (Pro-tip don't do this - it goes to the Marriot global reservation system.You want to select "guest services" at the hotel you're staying at). But in the process of talking to corporate, I learned that a new Marriot policy for extra person fees just went into effect on August 13, 2019. Apparently, this gives individual properties much more discretion to charge extra person fees beyond two adults in the room (including children), but he stressed the exact policy is up to the individual property and suggested I call Disney Swan in the morning and check with them directly.
I decided to call to ask about the "extra person policy" for the hotel so I called the hotel and selected "reservations". (Pro-tip don't do this - it goes to the Marriot global reservation system.You want to select "guest services" at the hotel you're staying at). But in the process of talking to corporate, I learned that a new Marriot policy for extra person fees just went into effect on August 13, 2019. Apparently, this gives individual properties much more discretion to charge extra person fees beyond two adults in the room (including children), but he stressed the exact policy is up to the individual property and suggested I call Disney Swan in the morning and check with them directly.
This evening, I went online to confirm the reservation and I saw that an extra person fee of $100 was showing up now with a total for the stay listed as $1132. We were just there in May with our son and we hadn't been charged for him then, so I called the member support line. The first person I spoke with claimed it was a new policy as of 8/13/2019. She transferred me to a manager who looked up the Dolphin and claimed that this hotel charges for "every heartbeat in the room". I mentioned that my room payment is non-refundable and they can't just add on a new fee without giving me the option of canceling the room. He then escalated it with the hotel and told me I would hear back in 7-10 business days.
Less than an hour later, I got a call directly from Guest Services at the Swan/Dolphin apologizing for the miscommunication and she said that the system was showing my reservations as 3 adults and that is why the fee was added. She said she would make a note in my reservation that it was 2 adults and 1 child and that children are NOT charged an extra person fee at the Dolphin. She was very nice and very apologetic about this and I feel so much better!
#96
Suspended
Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
Marriott fixes bug that added fees to reservations that included children
Marriott fixes bug that added fees to reservations that included children
https://thepointsguy.com/news/marrio...ion-fee-fixed/
Additional child fees are no longer displaying at Marriott.com for any of the properties we searched, including:
Previously, these were some of the properties that were incorrectly adding on additional fees for children. We are awaiting final confirmation from Marriott that this bug has been fixed across the system, but our tests show that the added child fees may be a problem of the past for Marriott.
Previously, these were some of the properties that were incorrectly adding on additional fees for children. We are awaiting final confirmation from Marriott that this bug has been fixed across the system, but our tests show that the added child fees may be a problem of the past for Marriott.
#97
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,326
Thanks for posting your experience! I just went through this tonight. We are staying at the Dolphin next week. I booked our stay months ago and paid it in full as it was an Advance Purchase rate. At the time of booking, I had listed 3 people in the room (2 adults and 1 child - 12 years old). The total was $1020 and there was no extra person fee listed. We linked our reservation to MDE and booked our dining and FP just fine.
This evening, I went online to confirm the reservation and I saw that an extra person fee of $100 was showing up now with a total for the stay listed as $1132. We were just there in May with our son and we hadn't been charged for him then, so I called the member support line. The first person I spoke with claimed it was a new policy as of 8/13/2019. She transferred me to a manager who looked up the Dolphin and claimed that this hotel charges for "every heartbeat in the room". I mentioned that my room payment is non-refundable and they can't just add on a new fee without giving me the option of canceling the room. He then escalated it with the hotel and told me I would hear back in 7-10 business days.
Less than an hour later, I got a call directly from Guest Services at the Swan/Dolphin apologizing for the miscommunication and she said that the system was showing my reservations as 3 adults and that is why the fee was added. She said she would make a note in my reservation that it was 2 adults and 1 child and that children are NOT charged an extra person fee at the Dolphin. She was very nice and very apologetic about this and I feel so much better!
This evening, I went online to confirm the reservation and I saw that an extra person fee of $100 was showing up now with a total for the stay listed as $1132. We were just there in May with our son and we hadn't been charged for him then, so I called the member support line. The first person I spoke with claimed it was a new policy as of 8/13/2019. She transferred me to a manager who looked up the Dolphin and claimed that this hotel charges for "every heartbeat in the room". I mentioned that my room payment is non-refundable and they can't just add on a new fee without giving me the option of canceling the room. He then escalated it with the hotel and told me I would hear back in 7-10 business days.
Less than an hour later, I got a call directly from Guest Services at the Swan/Dolphin apologizing for the miscommunication and she said that the system was showing my reservations as 3 adults and that is why the fee was added. She said she would make a note in my reservation that it was 2 adults and 1 child and that children are NOT charged an extra person fee at the Dolphin. She was very nice and very apologetic about this and I feel so much better!
#98
Join Date: Sep 2012
Posts: 624
And this is my frustration with Marriott - they don't post what age is a child for each of the individual hotels. I don't know how many chains do, but now that my son is a teenager, it is very relevant to us.
#99
Join Date: Jun 2010
Programs: AC SE, Bonvoy LTT, ALL Diamond, HH Diamond
Posts: 173
This (potentially) fixed IT bug helps somewhat, but why does Marriott refuse to provide some basic information about the hotels???
#100
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Da Amb, Hyatt Glob
Posts: 15,471
https://www.flyertalk.com/forum/marr...addresses.html
#101
Join Date: Sep 2007
Location: San Francisco
Programs: UA 1K, Marriott Titanium, IHG Platinum, Avis President's Club, Hertz President's Circle
Posts: 323
#102
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,151
I was looking at booking a redemption stay for RC Macau for 3 people. When I checked St Regis, JW Marriott and Sheraton, a third-person fe would be added but for RC, nothing was added for a redemption booking.
I emailed the hotel and they showed me an example of a third person fee in a screenshot of a cash booking and insisted this should show in award bookings but it doesnt.
So so if the redemption booking lets me book 3 people with no fee, what can the hotel do? Just charge for a rollaway bed, which I can refuse?
I would have thought that if you book a room for 3 adults and it is accepted, appropriate bedding should be included for 3 adults?!
I emailed the hotel and they showed me an example of a third person fee in a screenshot of a cash booking and insisted this should show in award bookings but it doesnt.
So so if the redemption booking lets me book 3 people with no fee, what can the hotel do? Just charge for a rollaway bed, which I can refuse?
I would have thought that if you book a room for 3 adults and it is accepted, appropriate bedding should be included for 3 adults?!
#103
Join Date: Jun 2018
Programs: HIlton Diamond, Delta , Southwest, Amex Corp Plat, AA
Posts: 183
Marriott fixes bug that added fees to reservations that included children
https://thepointsguy.com/news/marrio...ion-fee-fixed/
#104
Join Date: Aug 2018
Location: Atlanta
Posts: 441
Charged more for double occupancy?
I am looking at booking a prepaid rate at a Protea hotel in South Africa. This is for a king room with a stated max occupancy of 2 people. As there will be 2 of us, I changed the number of guests to reflect that and the price went up nearly the equivalent of $10USD. Has anyone seen this? Does a second guest not stay free at Marriott like elites at Hiltons?
edited to make clear this is not a points stay but a prepaid advance purchase rate
edited to make clear this is not a points stay but a prepaid advance purchase rate
#105
Suspended
Join Date: Nov 2019
Programs: United Gold, Marriott Titanium
Posts: 5
I am looking at booking a prepaid rate at a Protea hotel in South Africa. This is for a king room with a stated max occupancy of 2 people. As there will be 2 of us, I changed the number of guests to reflect that and the price went up nearly the equivalent of $10USD. Has anyone seen this? Does a second guest not stay free at Marriott like elites at Hiltons?
edited to make clear this is not a points stay but a prepaid advance purchase rate
edited to make clear this is not a points stay but a prepaid advance purchase rate