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 16, 2019, 8:02 pm
#241
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
to the handful of defenders who seem to be hotel owners or managers, where do you own/work? I ask because I feel people here hide behind aliases and wont tell you to your face. If they really believe this is the right way, stand behind it and tell us where. Because I'd share my opinion exactly the same as I do here, doesnt matter whether you're a hotel FD person, a manager, an owner, an owner of a management company or Arne himself.
Mar 16, 2019, 8:06 pm
#242
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
Mar 16, 2019, 9:08 pm
#243
Join Date: Jan 2013
Location: Hawai'i Nei
Programs: Au: UA, Marriott, Hilton; GE
Posts: 7,133
Mar 16, 2019, 9:16 pm
#244
Join Date: Aug 2007
Location: Truth or Consequences, NM
Programs: HH Diamond, Marriott Titanium, Hertz President's Circle, UA Silver, Mobile Passport Unobtanium
Posts: 6,192
Mar 16, 2019, 9:25 pm
#245
Join Date: Jan 2012
Programs: AY+ Plat, Marriott Plat, Hyatt Discoverist
Posts: 2,846
I think hotelboy is referring to Powell's concurrence. But I'm not really sure what a First Amendment case really has to do with the issue here. I don't think it stretches the imagination to say that it's "sleazy" for a hotel to penalize a guest who calls and lets the hotel know that they will be late due to circumstances outside of their control. In fact, I would probably use words much harsher than "sleazy."
Mar 16, 2019, 10:05 pm
#246
Moderator: British Airways Executive Club
Join Date: Jan 2009
Programs: Battleaxe Alliance
Posts: 22,127
Mar 16, 2019, 10:10 pm
#247
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,424
Mar 16, 2019, 10:50 pm
#248
formerly known as daveland
Join Date: Oct 2003
Location: NY, NY, USA
Programs: Hyatt Globalist, Marriott LTP, Delta Platinum, Hilton Honors Diamond, Wyndham Diamond
Posts: 2,969
I’ve posted this elsewhere but so nobody else is caught off guard: please know that credit card travel insurance (ie Chase Sapphire) will NOT cover this. They cover prepaid reservations but not penalties.
Next you can purchase outright insurance, but expect to pay over $1,000 to insure something like a $10-20k penalty (add multiple days to a stay here or say a week in the Maldives and this is what the penalty can be).
So, if this continues to be practice, the rock and hard place is to pay a vacation surcharge of maybe $1,000 to insure against this scenario or hope for the best that a hotel will do the right thing if something beyond your control forces cancellation.
I’m firmly in the camp that says that if points are good enough to pay for your stay, those same points should be a good enough penalty if extenuating circumstances arise (or they can do the right thing).
Next you can purchase outright insurance, but expect to pay over $1,000 to insure something like a $10-20k penalty (add multiple days to a stay here or say a week in the Maldives and this is what the penalty can be).
So, if this continues to be practice, the rock and hard place is to pay a vacation surcharge of maybe $1,000 to insure against this scenario or hope for the best that a hotel will do the right thing if something beyond your control forces cancellation.
I’m firmly in the camp that says that if points are good enough to pay for your stay, those same points should be a good enough penalty if extenuating circumstances arise (or they can do the right thing).
Mar 16, 2019, 10:52 pm
#249
Original Member
Join Date: May 1998
Location: Midwest
Programs: Marriott Titanium, IHG Plat, Hyatt Globalist, HHonors Diamond, AA Plat Pro, UA Silver
Posts: 571
To those who are using this as an example of Marriott "ruining" SPG, I just want to point out that this is a legacy SPG hotel and I have NEVER, in over 2,000 nights at Marriott hotels, been treated like this. I've had my fair share of crazy travel situations and one reason Marriott earned my loyalty is that whenever I called either Marriott central reservations or the hotel, I've been treated fairly and like a valued guest. That is, hotels have waived cancellation fees and always protected my room for whenever I was actually able to show up.
What happened to the OP is, in a word, unacceptable. I have faith that corporate Marriott recognizes that and will be able to correct the clearly unprofessional behavior of a legacy SPG hotel.
What happened to the OP is, in a word, unacceptable. I have faith that corporate Marriott recognizes that and will be able to correct the clearly unprofessional behavior of a legacy SPG hotel.
Mar 16, 2019, 11:05 pm
#250
Join Date: Aug 2012
Posts: 6,752
Something like this happened to me years ago where the hotel tried to charge me for the day rate of some absurd amount. I just requested Amex to issue a chargeback. In those days, Amex would almost always take the side of the cardmember, where the Merchant wouldn't even have the right to present their case.
To this day, I still use Amex for anything that remotely has this kind of risk.
To this day, I still use Amex for anything that remotely has this kind of risk.
Mar 17, 2019, 3:18 am
#251
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,510
My experience as well. Whenever I have called a Marriott Hotel directly during an IRROP they have happily modified my reservation. They turn down my offer to charge for the night or keep my points. "Don't worry Mr Kklems I have taken care it. We look forward to seeing tomorrow" Granted I haven't stayed 2000 nights but it has been over 500 with at least 5 IRROPS in that time. The most recent one was the Residence Inn Indianapolis Downtown on the Canal. I was in town for the Big 10 football championship and staying on points for three nights/2 rooms when the average room rate was over $400 and most hotels were sold out. That is a property I will return to in the future. Any property that didn't work with me would never see my business again. I wouldn't even mind sending a copy of my flight info to verify things but they never want it.
This is is a rogue hotel. Under Starwood mgmt, customer had the right to forfeit the points. Under Marriott mgmt, properties can do whatever they feel like.
Mar 17, 2019, 5:09 am
#252
Join Date: Jul 2005
Posts: 1,074
Greetings from the St. Regis Aspen!
Our records indicate that you are currently reserved in a Superior King and Superior Double scheduled to arrive on December xx, 2019 and depart on December xx, 2019.
It is our ambition to deliver a unique and memorable experience for our guests. If available, please provide your flight information as we do provide complimentary shuttle service to and from the main terminal of the Aspen Airport. Our driver will be holding a St. Regis Aspen Resort sign near baggage claim.
Additionally, if you would please provide the name(s) of any other travel companions, it would be very helpful to us in enhancing your experience at the Resort. If you are traveling with any children, may we ask the number, age, and gender of your child(ren), so that we may better serve you? We try to collect as much information as possible, so that we can provide a warm welcome to each and every guest.
Our Concierge team will be contacting you closer to your arrival to begin making advance dining and activity arrangements for the busy season. In the meantime, if you have any general questions, our Concierge would be happy to assist you. They may be contacted at [email protected] or via phone at 970-429-9633.
We would also like to bring to your attention that a 60-day cancellation policy is in effect for the dates of your reservation. If changes are required within 60 days of your arrival date,cancellation penalties and additional fees may apply. Due to our remote resort destination we strongly recommend you purchase travel insurance. Please note that a monetary fee will be assessed in the event of a cancelation within 60 days prior to arrival in the amount of $32,000.
Our records indicate that you are currently reserved in a Superior King and Superior Double scheduled to arrive on December xx, 2019 and depart on December xx, 2019.
It is our ambition to deliver a unique and memorable experience for our guests. If available, please provide your flight information as we do provide complimentary shuttle service to and from the main terminal of the Aspen Airport. Our driver will be holding a St. Regis Aspen Resort sign near baggage claim.
Additionally, if you would please provide the name(s) of any other travel companions, it would be very helpful to us in enhancing your experience at the Resort. If you are traveling with any children, may we ask the number, age, and gender of your child(ren), so that we may better serve you? We try to collect as much information as possible, so that we can provide a warm welcome to each and every guest.
- Do you require your television channels to be edited for child-appropriate programming?
- When would you prefer we schedule your turndown service in the evening?
- Do you have any additional information that may assist us in exceeding your expectations (i.e. special occasions, in-room needs, travelling with other families, floor requests, allergies, etc.). Please note that all special requests will be honored as best we can, however are not guaranteed.
Our Concierge team will be contacting you closer to your arrival to begin making advance dining and activity arrangements for the busy season. In the meantime, if you have any general questions, our Concierge would be happy to assist you. They may be contacted at [email protected] or via phone at 970-429-9633.
We would also like to bring to your attention that a 60-day cancellation policy is in effect for the dates of your reservation. If changes are required within 60 days of your arrival date,cancellation penalties and additional fees may apply. Due to our remote resort destination we strongly recommend you purchase travel insurance. Please note that a monetary fee will be assessed in the event of a cancelation within 60 days prior to arrival in the amount of $32,000.
Mar 17, 2019, 5:23 am
#253
Join Date: Jul 2005
Posts: 1,074
BTW I just cancelled the reservation explaining my displeasure and calling it a money grab. I also left bad review on TA. Should be live today or tomorrow. I suggest others leave nasty reviews if possible detailing this money grab. Taking the points are enough if you show up....why are they not enough if you don't?
BTW I didn't get any confirmation emails showing my reservation was cancelled. ANOTHER thing to watch out for!!!!
BTW I didn't get any confirmation emails showing my reservation was cancelled. ANOTHER thing to watch out for!!!!
Mar 17, 2019, 5:34 am
#254
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,424
Greetings from the St. Regis Aspen!
Our records indicate that you are currently reserved in a Superior King and Superior Double scheduled to arrive on December xx, 2019 and depart on December xx, 2019.
It is our ambition to deliver a unique and memorable experience for our guests.
Our records indicate that you are currently reserved in a Superior King and Superior Double scheduled to arrive on December xx, 2019 and depart on December xx, 2019.
It is our ambition to deliver a unique and memorable experience for our guests.
Mar 17, 2019, 6:09 am
#255
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
from aruba ritz room for points; rate rules
Holding Your Reservation
- We will need a credit card prepayment to reserve your room. To ensure that you receive this special rate, we will charge your credit card a prepayment of 728.27 USD when you make your reservation.