May 11, 2019, 9:00 am
Last edit by: SanDiego1K
Description of resolution can be found here: https://www.flyertalk.com/forum/31088204-post759.html
Outrageous No-Show Fee Incurred At St. Regis Aspen
Mar 15, 2019, 3:36 pm
#181
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: 100,404
Isn't Colorado Springs not much more than about an hour away, providing that one is willing to drive on mountain roads?
Mar 15, 2019, 4:01 pm
#182
Join Date: Apr 2016
Location: BNA (Nashville)
Programs: HH Diamond
Posts: 6,225
I am sorry this happened to you. I am now checking all my Bonvoy point redemptions. And thanks for the warning.
The one's in the US carry the same language. Albeit my stays are at much more modest properties and with much better cancellation date policies.
I did cancel an award reservation at the Fairfield Suites in Carlsbad NM (believe it or not, a $400 a night property) last week and I had my points fully returned. I cancelled it on Saturday and the verbiage indicated I should have cancelled by Friday. But the points did show up and (I just checked again) I was not charged on my credit card.
So, I think I got lucky.
My upcoming award redemptions in Germany do not seem to carry the same cancellation policies.
The one's in the US carry the same language. Albeit my stays are at much more modest properties and with much better cancellation date policies.
I did cancel an award reservation at the Fairfield Suites in Carlsbad NM (believe it or not, a $400 a night property) last week and I had my points fully returned. I cancelled it on Saturday and the verbiage indicated I should have cancelled by Friday. But the points did show up and (I just checked again) I was not charged on my credit card.
So, I think I got lucky.
My upcoming award redemptions in Germany do not seem to carry the same cancellation policies.
Mar 15, 2019, 5:10 pm
#183
Join Date: Dec 2009
Location: COS
Programs: UA Gold/1.5MM (several years running now!), Marriott LTTE, Hertz Prez
Posts: 1,899
Not even close - it would be 4.5-5 hrs each way this time of year (all major mountain passes such as Independence closed for the winter). And even in the summer when the passes are open it's quite a bit more than an hour's drive - still probably 4ish (although the passes cut off much in the way of distance, it's slow going).
Mar 15, 2019, 6:00 pm
#184
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,196
You should not receive your money back for their charging you for a no-show. The policy clearly states that you will be charged and the points refunded. In addition when you made the reservation, I believe they noted they were charging you. Sorry Marriott and envoy is different from SPG. But rather than smear them for your error in not reading the fine print (caveat emptor)!! 99% of the complaints on envoy come from SPG members who don't like the change. Live with it or go elsewhere. I am sure Hilton will like your business - at least until you start smearing them.
But the real problem is if you called and said you would be a late check in and thus did show up before noon the following day. Noon is the time the "next day starts". If you did, then the hotel did make a mistake and does owe you.
While some seem to support your wrong belief, all on the Marriot owner's blog do not. Hopefully your future with Marriott will be better.
But the real problem is if you called and said you would be a late check in and thus did show up before noon the following day. Noon is the time the "next day starts". If you did, then the hotel did make a mistake and does owe you.
While some seem to support your wrong belief, all on the Marriot owner's blog do not. Hopefully your future with Marriott will be better.
Why are you posting in bold? Be respectful.
Are you a property owner? If so, I guess I understand why you are stressed out and posting in bold... Elite members like me are fed up with Marriott and we are switching to other chains.
The switch is just starting en masse. You will lose money. So bold away if it makes you feel better.
I am now Globalist and have ordered my employees to switch 100 nights to Hyatt this month. Why?
Because I don't have time to deal with a program - and property owners - that thinks it is ok to charge a no show fee for someone who showed up. This is just illogical.
Mar 15, 2019, 6:01 pm
#185
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,107
Cheers.
Mar 15, 2019, 6:34 pm
#186
Join Date: Nov 2014
Location: MCI
Posts: 698
I have a points reservation for next February at the St. Regis Deer Valley and just received this email. Note that this condition was not disclosed when the room was booked. Of course, I cannot say how this property would invoke this provision under the OP's circumstances.
I get all the caveat emptor/read the T&C before hand talk....BUT it should be clearly disclosed at the time of the booking BEFORE the customer click the book now button.
60 days?! Wow.
Mar 15, 2019, 6:45 pm
#187
Join Date: Nov 2014
Location: MCI
Posts: 698
As a hotel manager all of this is 100% kosher. I understand that the OP is upset but it is all within the T&C. It also follows the cancellation policy. I have worked in many a resort (beach and ski) that have had greater than normal cancellation periods. It is very difficult for these hotels to resell rooms at the last minute. A city property is much different. All in all this is why travel insurance was created. No need to cry over spilled milk.
I assume that the spirit of cancellation charges is to deter people from willy nilly cancelling bookings for rooms that would otherwise be difficult to sell for a property on a short time frame. Very understandable especially for top luxury properties like St Regis.
But in this case the letter of the law doesn't apply to the spirit of the situation: the customer had an extenuating circumstance completely outside of his control AND he made the effort to notify the hotel soon as he knew of this change. To me, he did everything in his power to manage his difficulty.
If someone was a no show or a simple "cancel" with no other explanation? Sure, charge away. But in this case, I'd side with the OP.
To me, running a successful and profitable business is not simply about strictly adhering to the T&C to the letter. By creating an antagonistic relationship with this customer, it potentially sours him/her for future business. And if this person happens to come to a windfall or become a powerful decision maker in a large company that can wield 7 to 8-figure travel spend each year....incidents like these are not going to help.
Mar 15, 2019, 6:53 pm
#188
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,247
To me, running a successful and profitable business is not simply about strictly adhering to the T&C to the letter. By creating an antagonistic relationship with this customer, it potentially sours him/her for future business. And if this person happens to come to a windfall or become a powerful decision maker in a large company that can wield 7 to 8-figure travel spend each year....incidents like these are not going to help.
maybe they think they can survive without us and maybe they can. But I do not do business with people who operate in bad faith.
Mar 15, 2019, 7:08 pm
#189
Join Date: Nov 2014
Location: MCI
Posts: 698
Agreed. And I just saw that this thread was picked up by a popular travel blogger as well. So the exposure/effect is even more rippling with today's vast and quick media/news dissemination
Mar 15, 2019, 7:10 pm
#190
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
I have a 7 day cancelation for a 9 night stay at StR Maldives in August. Its a points stay. If we cancel under 7 days (which is generous, I admit)
- Please note that we will assess a fee if you must cancel after this deadline. If you have made a prepayment, we will retain all or part of your prepayment. If not, we will charge your credit card. This fee equals your room charge plus tax for all the nights of your reservation.
Mar 15, 2019, 7:11 pm
#191
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
Mar 15, 2019, 7:42 pm
#192
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,452
Mar 15, 2019, 7:47 pm
#193
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Mar 15, 2019, 9:49 pm
#195
Join Date: Feb 2005
Programs: Marriott Lifetime Platinum Elite; UA MM
Posts: 325
I hope some attorney general or state legislature will pick up on this kind of outrageous behavior by Marriott.
Over 1500 nights with Marriott and I'm fed up with incompetent leadership, sleazy practices (e.g, resort fees and the example on this thread), a web site that often doesn't work, customer service that doesn't respond, etc.
And where is Marriott's PR team in responding to this? Yet more evidence of the incompetent leadership. Marriott desperately needs new leadership and a major change in its organizational culture to focus on customer satisfaction rather than the latest and greatest techniques to gouge customers.
Over 1500 nights with Marriott and I'm fed up with incompetent leadership, sleazy practices (e.g, resort fees and the example on this thread), a web site that often doesn't work, customer service that doesn't respond, etc.
And where is Marriott's PR team in responding to this? Yet more evidence of the incompetent leadership. Marriott desperately needs new leadership and a major change in its organizational culture to focus on customer satisfaction rather than the latest and greatest techniques to gouge customers.