"Extra person" charges, especially on award stays
Jan 18, 2019, 6:36 pm
#31
Original Poster
Join Date: Nov 2007
Location: PHX
Posts: 4,786
Westin Maui and Sheraton did not charge these fees the last few times we stayed there and they were not added by the website when booking. The fact that this is happening in multiple cities with properties claiming it is incorrect (see the Vancouver thread) since the website change over and the fact that several of us have had four in a room in these very properties recently without paying an extra $178 makes the glitch theory worth looking at.
If in fact it is intentional and permanent I imagine we will know soon enough.
If in fact it is intentional and permanent I imagine we will know soon enough.
Jan 28, 2019, 11:36 am
#33
Join Date: Jun 2015
Location: DAY
Programs: Rapid Rewards, Skymiles, Hilton HHonors, SPG/Marriott Rewards
Posts: 4,934
Nope. Just checked several Hilton Hotels in Hawaii (including HHV) and all gave me the exact same price for 2 adults or 2 adults and 1 child. If you add a third adult instead, the prices were often higher.
Feb 1, 2019, 3:15 am
#34
Join Date: Feb 2006
Location: Sydney, Australia
Programs: QR/AC Gold, VA Silver, IHG Plat, Bonvoy Gold
Posts: 1,581
I have this issue for Sheraton Waikiki where Marriott website is charging $50USD per kid/night for extra person charges. I sent the hotel an email, and I received a response from them where they said all their rooms can take 2 adults and 2 children up to 17 years of age, and the Marriott website has errors.
The email is in the post below:
https://www.flyertalk.com/forum/30726659-post932.html
So I strongly suggest you email the hotel directly to confirm/check. Yes they should have fixed the website issue but if you really want to stay at a particular hotel it is worth emailing them.
The email is in the post below:
https://www.flyertalk.com/forum/30726659-post932.html
So I strongly suggest you email the hotel directly to confirm/check. Yes they should have fixed the website issue but if you really want to stay at a particular hotel it is worth emailing them.
Feb 1, 2019, 8:11 am
#35
Join Date: May 2016
Posts: 41
For award redemptions, I'll just leave this part of the Marriott Rewards T&C (bolding mine). Properties are blatantly ignoring Marriott's rules, though, so take anything in their T&C with a grain of salt. I tried to fight this at a couple of properties, but both refused to budge and I gave up trying to escalate on the Marriott side.
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. All other charges, including incidentals, resort fees and The Ritz-Carlton Club level charges, are the responsibility of the Member and are not included in the Award Redemption Stay.
i. Standard rooms vary between Participating Properties and Participating Brands. Upgraded rooms, including upgrades based on size, view, services, and/or suites, are available at a higher Points cost, as described in Section 3.3.
ii. With an Award Redemption Stay, bedding and smoking preferences may be requested, but are not guaranteed.
iii. At the following all-inclusive properties, the Points redeemed for an Award Redemption Stay include the cost of up to two people in the standard room and room tax. Extra-person charges for the third, fourth, or more guests in the room is an additional fee and is not included in the Award Redemption as form of payment. This fee as well as all other property charges are the responsibility of the Loyalty Program Member and are not included in the Award Redemption Stay.
• The Westin Golf Resort & Spa, Playa Conchal, Costa Rica
• Sheraton Bijao Beach Resort, Panama
i. Standard rooms vary between Participating Properties and Participating Brands. Upgraded rooms, including upgrades based on size, view, services, and/or suites, are available at a higher Points cost, as described in Section 3.3.
ii. With an Award Redemption Stay, bedding and smoking preferences may be requested, but are not guaranteed.
iii. At the following all-inclusive properties, the Points redeemed for an Award Redemption Stay include the cost of up to two people in the standard room and room tax. Extra-person charges for the third, fourth, or more guests in the room is an additional fee and is not included in the Award Redemption as form of payment. This fee as well as all other property charges are the responsibility of the Loyalty Program Member and are not included in the Award Redemption Stay.
• The Westin Golf Resort & Spa, Playa Conchal, Costa Rica
• Sheraton Bijao Beach Resort, Panama
Feb 1, 2019, 11:03 am
#36
Original Member
Join Date: May 1998
Location: Tampa, FL
Programs: AAMM & PLT; UA Gold, DL Silver, Marriott LT Titanium Elite, Hilton Diamond, Hertz #1 Gold Club
Posts: 1,591
I just posted a question about this in the Westin Panama thread. I edited my reservations to include 2 adults in each room only.
Last edited by jamflyer; Feb 1, 2019 at 11:10 am
Feb 1, 2019, 11:26 am
#37
Join Date: Aug 2018
Programs: DL Plat, Marriot Plat
Posts: 349
Similar to the Sheraton in San Diego. The website says there is an extra person charge, but when I called the hotel directly they say no charge for extra adult.
I suggest you call the hotel and get a confirmation of whether or not they charge for an extra child and or adult
I suggest you call the hotel and get a confirmation of whether or not they charge for an extra child and or adult
Feb 1, 2019, 11:31 am
#38
Join Date: Dec 2005
Location: DFW
Programs: AA (Lifetime Gold, 1MM),UA(Premier Silver), Hilton(Diamond), Marriott (LTT), Hertz (PC)
Posts: 230
My experience has been that the Marriott.com website is not able to distinguish children under and above the age of 12. So I always had to contact the hotels directly if not making the correction upon check-in.
For example we stayed at Courtyard Taipei in 2018 and marriott.com added two "extra-person charges" even though I specified my kids are both under 12.
Upon check-in the staff verified with me and promptly removed those two charges.
I am booking a room at JW Marriott Venice for two adults and 1 kid this year. The booking system always adds an "Extra Person Fee" but my kid is only 8 years old.
(Even though the website itself says the fee is only applicable to children over 12.)
I did email the hotel and they confirmed the fee is indeed only applicable to older kids.
I hope Marriott can fix this issue with their booking system so that we don't have to waste so much time contacting every hotel and/or trying to correct the bills upon check-in/check-outs.
It shouldn't be that hard to add a check to differentiate an 8 years old kid from a 15 yo.
For example we stayed at Courtyard Taipei in 2018 and marriott.com added two "extra-person charges" even though I specified my kids are both under 12.
Upon check-in the staff verified with me and promptly removed those two charges.
I am booking a room at JW Marriott Venice for two adults and 1 kid this year. The booking system always adds an "Extra Person Fee" but my kid is only 8 years old.
(Even though the website itself says the fee is only applicable to children over 12.)
I did email the hotel and they confirmed the fee is indeed only applicable to older kids.
I hope Marriott can fix this issue with their booking system so that we don't have to waste so much time contacting every hotel and/or trying to correct the bills upon check-in/check-outs.
It shouldn't be that hard to add a check to differentiate an 8 years old kid from a 15 yo.
Feb 1, 2019, 1:24 pm
#39
Join Date: Jun 2010
Programs: AC SE, Bonvoy LTT, ALL Diamond, HH Diamond
Posts: 173
I hope Marriott can fix this issue with their booking system so that we don't have to waste so much time contacting every hotel and/or trying to correct the bills upon check-in/check-outs.
It shouldn't be that hard to add a check to differentiate an 8 years old kid from a 15 yo.
It shouldn't be that hard to add a check to differentiate an 8 years old kid from a 15 yo.
While the Lurker indicated upthread he had no luck in getting this addressed so far, I hope he can at least continue to raise the flag with Marriott IT that there is an issue here.
Forcing customers to contact hotels directly to confirm the correct rate is an unwelcome hassle for everyone.
Feb 1, 2019, 2:02 pm
#40
Original Poster
Join Date: Nov 2007
Location: PHX
Posts: 4,786
TPG covered it but it's not getting much traction. Maybe as compared to all their other IT challenges, it's not much of a priority.
https://thepointsguy.com/news/marrio...ward-bookings/
https://thepointsguy.com/news/marrio...ward-bookings/
Feb 1, 2019, 4:40 pm
#41
Join Date: Feb 2007
Location: DFW - North Texas
Programs: AAdvantage Platinum, Marriot Bonvoy Lifetime Platinum/2022 Titanium
Posts: 960
For award redemptions, I'll just leave this part of the Marriott Rewards T&C (bolding mine). Properties are blatantly ignoring Marriott's rules, though, so take anything in their T&C with a grain of salt. I tried to fight this at a couple of properties, but both refused to budge and I gave up trying to escalate on the Marriott side.
It looks like the T&Cs are clear; Award stays include all extra person charges.
YMMV
Feb 1, 2019, 5:29 pm
#42
Join Date: Jan 2005
Location: Los Angeles, CA
Programs: Marriott Platinum, HH Diamond, BW Diamond Select
Posts: 469
I booked a 7 night travel package to Maui w/ a rep recently and I was not charged an extra person fees even though there are 2A and 2C in the room. But yes, if this is the norm, it makes it very hard for families to travel. I've only encountered this problem with Hilton and most of the time, a rep or the hotel confirms that I only need to put 2A if I have kids joining us.
Feb 2, 2019, 7:04 am
#43
Join Date: Jun 2013
Location: US left coast
Programs: *wood Marriott P-life, *alliance UA MM, AA MM
Posts: 167
Suspect that a short newspaper headline about "Anti-family policies at Marriott" would rapidly spin up IT resources.
The surprises we encountered at Moana Surfrider were:
- I added a second room for the two kids. It would up not being adjacent and lost any platinum benefits, including breakfast at the beach club (is that being lost to platinums?)
- we had six nights and so made a one paid night and 4 nights with the 5th free. Upgrade was processed for the single night and missed for the 5 nights, so was assigned a room change after 1st night. Nights 2-6 were still not adjacent to second room.
Should have called hotel and not relied on reservations.
The surprises we encountered at Moana Surfrider were:
- I added a second room for the two kids. It would up not being adjacent and lost any platinum benefits, including breakfast at the beach club (is that being lost to platinums?)
- we had six nights and so made a one paid night and 4 nights with the 5th free. Upgrade was processed for the single night and missed for the 5 nights, so was assigned a room change after 1st night. Nights 2-6 were still not adjacent to second room.
Should have called hotel and not relied on reservations.
Feb 3, 2019, 5:25 pm
#44
Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Hyatt Explorist; Vistana 5* Elite; Nat'l Exec Elite
Posts: 6,177
Elite benefits are only for one room and that is the room occupied by the elite member. However, depending on the hotel, YMMV.
Feb 4, 2019, 1:26 am
#45
Join Date: Apr 2018
Posts: 66
This is 100% IT failure. And it's happening a lot of places. Sheraton on the falls agents called the hotel and were told that it's the new software and they dont charge for children despite the website and the agents booking software(because they're one and the same) showing additional charges. The only places I'm aware of charging extra for children are the all inclusives and even those are having some issues with children showing up as adults in the new software despite the hotel telling the agents they're showing the correct mix of adults and kids. It's making the agents life very difficult in a myriad of ways and guests, because of the poor level of service lately dont trust the agents.
