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Award stay cancelled by hotel for operational resasons. No solution offered

Award stay cancelled by hotel for operational resasons. No solution offered

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Old Feb 19, 19, 2:51 pm
  #1  
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Award stay cancelled by hotel for operational resasons. No solution offered

Hi all,
just rexeived communication that my 5 night award stay in 10 days has been cancelled due to hotel operation reasons (apparently closing down the hotel).
I was told I would be refunded points. There is no availability for Bonvoy properties in the city.

As I booked my vacation around this stay what should I expect (I am Platinum Elite)?
I would have honestly expected a call telling me they would put me up in a comparable property in the same area.

Does anyone have any experience in this regard?
Thanks
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Old Feb 19, 19, 3:30 pm
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You're obviously not naming the hotel for understandable reasons, but may be helpful to name the location...remote with only one property versus a big city makes quite a difference in what might be possible.
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Old Feb 19, 19, 3:50 pm
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Originally Posted by italian7 View Post
Hi all,
just rexeived communication that my 5 night award stay in 10 days has been cancelled due to hotel operation reasons (apparently closing down the hotel).
I was told I would be refunded points. There is no availability for Bonvoy properties in the city.

As I booked my vacation around this stay what should I expect (I am Platinum Elite)?
I would have honestly expected a call telling me they would put me up in a comparable property in the same area.

Does anyone have any experience in this regard?
Thanks
I assume you have a confirmed points reservation with an e-certificate attached.

Have you determined if the hotel shutting down entirely — such as for a lengthy renovation or for redevelopment of the site or because the hotel went bankrupt — or if the hotel is just dropping its affiliation with a Marriott brand (and thus with the Marriott Bonvoy program)?

There have been reports on this forum about hotels that honored point reservations after leaving Marriott, but without providing night credits or benefits based on elite status. That suggest that hotels are still paid by Marriott for such a stay.

You acted in good faith when you withdrew the points and made the reservation. Now Marriott and the hotel need to act in good faith to make sure you have a place to stay, which could be the same hotel if its's operating, or a comparable (or better) hotel. It would not even have to be affiliated with Marriott.

I would recommend contacting Marriott Bonvoy Guest Services. You might have to escalate unless the first person you talk to really wants to help you and finds someone who can handle this somewhat unusual situation.
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Old Feb 19, 19, 4:53 pm
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Thanks for the replies.

Yes reservation was done over 6 months ago with a confirmed e-cert (points).

The email states ďDue to the impact of heavy rains, our hotel is experiencing an operational impact, including power interruption. Therefore, we will be temporarily closed.Ē

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Old Feb 19, 19, 8:57 pm
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Is this the Sheraton Grand Rio?

The hotel suffered substantial damage during the recent floods and was evacuated immediately. If you look at the property thread on here there are pictures and links to news reports.

Not expected to open for a couple of months at least looking at the pictures.
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Old Feb 19, 19, 9:21 pm
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Originally Posted by oxfordjames View Post
Is this the Sheraton Grand Rio?

The hotel suffered substantial damage during the recent floods and was evacuated immediately. If you look at the property thread on here there are pictures and links to news reports.

Not expected to open for a couple of months at least looking at the pictures.
Yes, thatís the one.
Iíll take a look. Iím sure they are going through tough times but they should arrange alternative solutions.
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Old Feb 19, 19, 9:27 pm
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Originally Posted by oxfordjames View Post
Is this the Sheraton Grand Rio?.
My thoughts exactly. You should ask them to put you up at the JW Marriott. Obviously many people are in your situation, especially with carnaval around the corner so your status relative to other people in the same situation will probably be crucial. If you are indeed traveling during carnival, any decent property will be sold out so I'd say it might be an idea to look at your travel insurance if there's any possibility that you reschedule for next year and ask them to comp you in the form of upgrades, F&B etc... And perhaps the entire stay.

Sorry about that. It's really bad luck!
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Old Feb 19, 19, 9:30 pm
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Originally Posted by italian7 View Post


Yes, thatís the one.
Iíll take a look. Iím sure they are going through tough times but they should arrange alternative solutions.
Before the merger I had a reservation at a new hotel - the opening kept getting pushed - and finally affected my reservation. A CS agent (after a few escalations) worked very hard to help me - but this was SPG and the situation clearly was different. I think nobody know what this new company will do but I'd love to hear if they do something to help you.
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Old Feb 19, 19, 9:49 pm
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Originally Posted by italian7 View Post


Yes, thatís the one.
Iíll take a look. Iím sure they are going through tough times but they should arrange alternative solutions.
When is your reservation relative to Mardi Gras? The obvious alternative would be, as suggested above, the JW on Copacabana rather that your Sheraton Rio in a somewhat bad location not too far from Ipanema. Alternatively, there are a bunch of new chain hotels out in the suburb of Barra that were built for the Olympics, including a marvelous beachfront Grand Hyatt (but located on the lagoon too). IIRC there's a Sheraton here, but it wouldn't be right on the beach. These places are about an hour from the center of Rio, depending on traffic, and IIRC about a US$50 taxi fare. There's some public transportation, which locals don't consider to be particularly safe but YMMV.
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Old Feb 19, 19, 9:56 pm
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Originally Posted by RafKa View Post
My thoughts exactly. You should ask them to put you up at the JW Marriott. Obviously many people are in your situation, especially with carnaval around the corner so your status relative to other people in the same situation will probably be crucial. If you are indeed traveling during carnival, any decent property will be sold out so I'd say it might be an idea to look at your travel insurance if there's any possibility that you reschedule for next year and ask them to comp you in the form of upgrades, F&B etc... And perhaps the entire stay.

Sorry about that. It's really bad luck!
Yes, definitely bad luck but situations happen. If an airline cancelles a flight because they are down one plane I expect them to re-book me. I would expect the same of Marriot (independently of status tbh)

Yes, itís carnival week, most other good properties are sold out as well as the JW is out in all but 1 of the 5 nights.

Iíve escalated the matter and Iíll update this thread. Really shocked by how poorly this has been handled so far
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Old Feb 19, 19, 9:59 pm
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In this case, the flooding wasn't the hotel's fault unless you believe that it was inadvisable for the hotel to place its building where it did.
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Old Feb 20, 19, 7:52 am
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Originally Posted by MSPeconomist View Post
When is your reservation relative to Mardi Gras?
There is no such thing as Mardi Gras in Brazil. Here it's called Carnaval...
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Old Feb 20, 19, 8:39 am
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Originally Posted by MSPeconomist View Post
In this case, the flooding wasn't the hotel's fault unless you believe that it was inadvisable for the hotel to place its building where it did.
Absolutely, however due to the short time before the stay I hold them responsible to finding an alternative solution.
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Old Feb 20, 19, 10:24 am
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Are the CY or RI options for you (further inland), as I see availability in early March?
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Old Feb 20, 19, 10:41 am
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Whatever anyone thinks, the fact is that all the property needs to do is refund the payment, e.g. certificate. and thus points.

So, the approach here needs to be to enlist the property's assistance.

First, make a list of comparable properties in the order you prefer and then call during business hours and ask for assistance. I suspect that you won't come away with much of anything, but that is the best approach to take.
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