JapanFlyerT

I have a 7 night award stay booked in the Courtyard Hakuba (Japan). The room has a max of 4, but when I input our sons (15&19) it adds a charge of ¥88,000 ($800, or about $60 per person per night). In this case there are no rollaways, but there will be extra bedding on the tatami floor.

I would really like to avoid this stiff add-on if possible.

emcampbe

Alright...just been looking at this, as I need to figure out who to contact - I was overcharged for kids at Aloft SFO.

It was more deceptive than I've now read about - no extra person charge disclosed at booking (and email confirmation confirms this). But $40 extra (plus the full bevy of extra taxes) when I received the bill after I checked out (only noticed it when I got back home...left the hotel at 5:30am).

Wonder how much $ they are losing over this stuff - I was likely going to book at Sheraton Centre Toronto in November (last year) - but saw the extra person charges ($40 x 4 nights - no thank you). Phone agent said it should be waived for kids at checkout without issue. Rather than dealing with it, booked the Hilton instead - right across the street, and even without the extra Sheraton charge, it was cheaper. First time I've booked a Hilton (or anywhere) over a Marriott when there were options. Stay at HIlton was nice, and they have no issues with not charging for kids. Marriott is no longer my first choice.

Marriott Bonvoy Lurker II

Hi emcampbe,

If you could provide the reservation details to us via private mail here or by email below, we are happy to help look into the extra person charge with the hotel.

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

[email protected]

emcampbe

Following up on yesterday's post - I was able to get this resolved fairly quickly. Initially, tried the hotel, but was going around in circles on the phone tree. So just called reservations, and the agent was very helpful in filing the request for me. 90 mninutes later, I got a new folio showing a refund for the extra charges.

That said, while I was impressed at how quickly it was handled, the base problem of adding the charges should be fixed.

FYI, I also asked the agent on Marriott-wide policy. He said that with limited property exceptions, children under 12 should not be levied an extra person charge in a parent's room using existing bedding. He couldn't point to a place where this is stated online though.

Ubud

It's definitely not fixed - just ran into it again at Westin Grand Vancouver. Property confirmed that they do not charge for children, and that "This is a system glitch that Marriott is trying to resolve at the soonest time possible."

Here's an (unoriginal) idea - why not post the extra-person policy for each hotel on their webpage? If the fee is subsequently charged then there's no argument about whether it was supposed to be there.

EuropeanPete

But if one starts posting actual useful hotel information on their webpage where will it all end? Before you know it you'll have transportation details and email addresses back.

LAX

That would save me lots of time looking for email address on the properties I am interested & then emailing them to find out about the extra person charges. Thus far, I have only seen 1 out of about a handful that didn't state it being an error/glitch. On some of the emails I got back, the property management seem to be frustrated by this glitch as well because they are probably aware some guests are likely to book elsewhere because of it.

LAX

JapanFlyerT

I am happy to report that with Marriott Lurker Christina's help the Hakuba Courtyard confirmed there is no extra person charge (up to 4 people) on an award booking.

PDXPremier

I can confirm that the extra person charge is still being added automatically for children at the Sheraton in Puerto Vallarta ($50 extra person charge for a two night stay).