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
Apr 5, 2019, 10:23 am
#616
Join Date: Nov 2000
Location: New York City, United States.
Posts: 2,629
So not suggesting a boycott of St. Regis. But rather the owner.
And often owners have hotels manged by various other brands, i.e, Hilton?
Wyndham, Intercontinental etc,
Apr 5, 2019, 10:26 am
#617
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,200
Well, I have a stay booked at a St. Regis tonight. My flight was delayed. I probably won't arrive until after midnight. I messaged hotel to say I will be there and to reserve room. They said already set up way I like and not to worry...
This is how it should work. If they charged me a no show fee even if I showed up late, there would be an issue.
It amazes me that both Marriott and the property not budging. It just doesn't make any sense.
Me? I have already moved more stays to Hyatt than I ever would've planned. Their CS superior though I prefer Starwood properties.
The owner who posts here shows everything that is wrong with Marriott's culture
This is how it should work. If they charged me a no show fee even if I showed up late, there would be an issue.
It amazes me that both Marriott and the property not budging. It just doesn't make any sense.
Me? I have already moved more stays to Hyatt than I ever would've planned. Their CS superior though I prefer Starwood properties.
The owner who posts here shows everything that is wrong with Marriott's culture
Apr 5, 2019, 10:51 am
#618
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
ER-RE ? Elevated Returns
As you can see, they are trying to do something with blockchain and REITs "Our focus is to acquire assets with potential for tokenization."
https://venturebeat.com/2018/10/09/e...d-real-estate/
You're not hearing anything about providing investors with long term returns or a focus on hospitality and customer service. One presumes that since we're not seeing this issue across the board, this is a policy directed by the owner. Further, since the owner is focused on blockchain "tokenization," short term is king. Some months ago, he tried to establish the first single asset REIT but the market didn't go for it so he withdrew it, which suggests the numbers/risk wasn't compelling.
Apr 5, 2019, 10:54 am
#619
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
I am told that Marriott emailed all SPG members about two years ago when the acquisition happened - before the "start-up date" that their rules would be followed after the merger. It would appear that no one took the time to read those new rules and assumed the old would stay in place.
-
and CLE and Just: if you read further my "cancellation" included "cancellation. - both within the window, last minute, no-shows, etc". I clearly stated he was a no show. And so far no one has appreciated that the SPR did not cancel his entire reservation as they normally do for a no-show.
From hoteliers.com (a site for hotel owners)
No-shows
If a hotel guest is not arriving at your hotel on the booked arrival date and also did not cancel the reservation:
-
and CLE and Just: if you read further my "cancellation" included "cancellation. - both within the window, last minute, no-shows, etc". I clearly stated he was a no show. And so far no one has appreciated that the SPR did not cancel his entire reservation as they normally do for a no-show.
From hoteliers.com (a site for hotel owners)
No-shows
If a hotel guest is not arriving at your hotel on the booked arrival date and also did not cancel the reservation:
- You are entitled to charge a no-show fee
- You don’t need to keep up the reservation any longer (if booked for more than 1 night) and you can sell it to another customer
- To charge the no show fee please use the credit card which has been supplied as guarantee in the booking.
Apr 5, 2019, 10:58 am
#620
FlyerTalk Evangelist
Join Date: Jun 2013
Posts: 17,457
I am told that Marriott emailed all SPG members about two years ago when the acquisition happened - before the "start-up date" that their rules would be followed after the merger. It would appear that no one took the time to read those new rules and assumed the old would stay in place.
-
and CLE and Just: if you read further my "cancellation" included "cancellation. - both within the window, last minute, no-shows, etc". I clearly stated he was a no show. And so far no one has appreciated that the SPR did not cancel his entire reservation as they normally do for a no-show.
From hoteliers.com (a site for hotel owners)
No-shows
If a hotel guest is not arriving at your hotel on the booked arrival date and also did not cancel the reservation:
-
and CLE and Just: if you read further my "cancellation" included "cancellation. - both within the window, last minute, no-shows, etc". I clearly stated he was a no show. And so far no one has appreciated that the SPR did not cancel his entire reservation as they normally do for a no-show.
From hoteliers.com (a site for hotel owners)
No-shows
If a hotel guest is not arriving at your hotel on the booked arrival date and also did not cancel the reservation:
- You are entitled to charge a no-show fee
- You don’t need to keep up the reservation any longer (if booked for more than 1 night) and you can sell it to another customer
- To charge the no show fee please use the credit card which has been supplied as guarantee in the booking.
Oh yeah, I'll be staying at that hotel anytime soon. They're such outstanding travel partners!
Apr 5, 2019, 11:06 am
#621
Join Date: Mar 2003
Location: NYC/PSP
Programs: AA EXP, A3 Gold
Posts: 4,106
I am told that Marriott emailed all SPG members about two years ago when the acquisition happened - before the "start-up date" that their rules would be followed after the merger. It would appear that no one took the time to read those new rules and assumed the old would stay in place.
-
and CLE and Just: if you read further my "cancellation" included "cancellation. - both within the window, last minute, no-shows, etc". I clearly stated he was a no show. And so far no one has appreciated that the SPR did not cancel his entire reservation as they normally do for a no-show.
From hoteliers.com (a site for hotel owners)
No-shows
If a hotel guest is not arriving at your hotel on the booked arrival date and also did not cancel the reservation:
-
and CLE and Just: if you read further my "cancellation" included "cancellation. - both within the window, last minute, no-shows, etc". I clearly stated he was a no show. And so far no one has appreciated that the SPR did not cancel his entire reservation as they normally do for a no-show.
From hoteliers.com (a site for hotel owners)
No-shows
If a hotel guest is not arriving at your hotel on the booked arrival date and also did not cancel the reservation:
- You are entitled to charge a no-show fee
- You don’t need to keep up the reservation any longer (if booked for more than 1 night) and you can sell it to another customer
- To charge the no show fee please use the credit card which has been supplied as guarantee in the booking.
Apr 5, 2019, 11:17 am
#622
Join Date: Jan 2013
Location: Hawai'i Nei
Programs: Au: UA, Marriott, Hilton; GE
Posts: 7,145
Moondog and Gray.
Moondog Thanks - many of my posts in other threads have been tagged.
As I understand it, OPs contract did state that points would be reversed, and cash charged but he could request reverse. As I said, I think the hotel blew it and not what mine would have done. But they did follow the Marriott rules. And I believe the cash cancellation notes states "that night's rate" and the point said applicable which would be the same. I don't believe he has a legal angle, but someone who got burned by a cup of McDonald's coffee won....
My question is: Marriott has had those rules for long time. SPG sold to them and ? agreed with new rules? Should not you all be pissed at SPG and not Marriott. Yes Marriott is the big dog now, but it was SPG who sold you out? And with a no-show, the computer eliminates the entire stay. Thankfully this did not happen to them so at least the hotel had some respect.
We all agree that SR Aspen really blew it - esp with the multiple contacts. But I will defend Marriott. They followed their rules. This story is "one" cancellation. But it is probably not the only one the hotel had for that night - both within the window, last minute, no-shows, etc. Do they let them all off the hook? I think you all would agree they should not. Should they let someone who calls several times, trys to get there and does 30 min after cut-off time off the hook-- I think we all agree they should have.
Moondog Thanks - many of my posts in other threads have been tagged.
As I understand it, OPs contract did state that points would be reversed, and cash charged but he could request reverse. As I said, I think the hotel blew it and not what mine would have done. But they did follow the Marriott rules. And I believe the cash cancellation notes states "that night's rate" and the point said applicable which would be the same. I don't believe he has a legal angle, but someone who got burned by a cup of McDonald's coffee won....
My question is: Marriott has had those rules for long time. SPG sold to them and ? agreed with new rules? Should not you all be pissed at SPG and not Marriott. Yes Marriott is the big dog now, but it was SPG who sold you out? And with a no-show, the computer eliminates the entire stay. Thankfully this did not happen to them so at least the hotel had some respect.
We all agree that SR Aspen really blew it - esp with the multiple contacts. But I will defend Marriott. They followed their rules. This story is "one" cancellation. But it is probably not the only one the hotel had for that night - both within the window, last minute, no-shows, etc. Do they let them all off the hook? I think you all would agree they should not. Should they let someone who calls several times, trys to get there and does 30 min after cut-off time off the hook-- I think we all agree they should have.
Apr 5, 2019, 11:18 am
#623
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,643
I am told that Marriott emailed all SPG members about two years ago when the acquisition happened - before the "start-up date" that their rules would be followed after the merger. It would appear that no one took the time to read those new rules and assumed the old would stay in place.
-
and CLE and Just: if you read further my "cancellation" included "cancellation. - both within the window, last minute, no-shows, etc". I clearly stated he was a no show. And so far no one has appreciated that the SPR did not cancel his entire reservation as they normally do for a no-show.
From hoteliers.com (a site for hotel owners)
No-shows
If a hotel guest is not arriving at your hotel on the booked arrival date and also did not cancel the reservation:
-
and CLE and Just: if you read further my "cancellation" included "cancellation. - both within the window, last minute, no-shows, etc". I clearly stated he was a no show. And so far no one has appreciated that the SPR did not cancel his entire reservation as they normally do for a no-show.
From hoteliers.com (a site for hotel owners)
No-shows
If a hotel guest is not arriving at your hotel on the booked arrival date and also did not cancel the reservation:
- You are entitled to charge a no-show fee
- You don’t need to keep up the reservation any longer (if booked for more than 1 night) and you can sell it to another customer
- To charge the no show fee please use the credit card which has been supplied as guarantee in the booking.
Apr 5, 2019, 11:24 am
#625
Join Date: Jan 2003
Location: San Francisco, CA
Posts: 1,394
I am told that Marriott emailed all SPG members about two years ago when the acquisition happened - before the "start-up date" that their rules would be followed after the merger. It would appear that no one took the time to read those new rules and assumed the old would stay in place.
Apr 5, 2019, 1:11 pm
#627
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
CLE and Just
By definition he was a no show. And Marriott sent him notice that the contract had changed - he could have cancelled then if he disagreed. My last post as most of you all wear blinders and see it just from one side. I try to say I think the hotel was wrong (but not incorrect) and you still argue. And it was SPG and the Regis Aspen, not Marriott you should be mad at - but you all are upset at loosing SPG that you are mad at Marriott. If there was a flood tomorrow, you would probably blame Marriott..
By definition he was a no show. And Marriott sent him notice that the contract had changed - he could have cancelled then if he disagreed. My last post as most of you all wear blinders and see it just from one side. I try to say I think the hotel was wrong (but not incorrect) and you still argue. And it was SPG and the Regis Aspen, not Marriott you should be mad at - but you all are upset at loosing SPG that you are mad at Marriott. If there was a flood tomorrow, you would probably blame Marriott..
Apr 5, 2019, 2:20 pm
#628
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,172
No one (save for a Marriott hotel owner not well versed in CS) would consider showing up a day later due to extreme travel difficulty (and having alerted the property) to be a "no show".
The logic (or lack thereof) is mind boggling.
The logic (or lack thereof) is mind boggling.
Apr 5, 2019, 4:27 pm
#629
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
hoteliers.com is a website (in french) sold by Sequoiasoft as
"The hotel software that meets the challenges of independent hotels"
so perhaps his/her claim to be a Marriott owner should be taken with this knowledge in mind!
Apr 5, 2019, 6:06 pm
#630
A FlyerTalk Posting Legend
Join Date: Dec 2000
Location: Shanghai
Posts: 42,044
@Gadot
As you know, most of us disagree with your idea that SPG contracts can be converted into Marriott contracts without customer consent. We (customers) had no role, whatsoever, in the merger.
That having been said, I really appreciate your input here, and will alert mods if anyone attempts to hound you or your property.
As you know, most of us disagree with your idea that SPG contracts can be converted into Marriott contracts without customer consent. We (customers) had no role, whatsoever, in the merger.
That having been said, I really appreciate your input here, and will alert mods if anyone attempts to hound you or your property.