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, 6:33 pm
#631
Join Date: Mar 2003
Location: NYC/PSP
Programs: AA EXP, A3 Gold
Posts: 4,106
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..
"What is the meaning / definition of No-Show in the hospitality industry?
If a guest fails to arrive on a certain date to fulfil a booking (as all so often happens!) and does not cancel; that does not necessarily mean the hotel will lose money. No. Hotels can cover themselves for this eventuality by integrating into their pricing structure something called a No-Show fee. That's right, in the Hospitality Industry, a person who does not arrive where and when they should at a hotel or motel, and makes NO explanatory contact, is called a No-Show."
https://www.xotels.com/en/glossary/no-show
Bolding for emphasis.
Apr 5, 2019, 6:36 pm
#632
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,643
@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.
Apr 5, 2019, 6:51 pm
#633
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
@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.
That’s so not true. You(or we, customers) are the merchandise sold by Starwood.
Apr 5, 2019, 6:54 pm
#634
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
IANAL and no expert in contracts, but is it not generally understood that when an company is purchased, the purchaser assumes both the assets and liabilities? So, in a hotel purchase, one gets the reservation nights already on the books. One also inherits the commitments made by the previous owner.
companies sell subsidiaries to break union contract. Old liabilities not entirely inherited by the purchasers. It all depends on the merger contract.
Apr 5, 2019, 8:44 pm
#635
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,204
I'm curious how, even if Marriot sent some message that there is a new contract, the OP was notified what the terms of that new contract are. How is the OP supposed to find the new contract/T&Cs if not explicitly provided by Marriott? Going to look at the hotel booking terms doesn't necessarily reflect what those new Marriott terms are... especially since hotel cancellation terms can vary widely depending on location, date, and rate.
Anyway, the bottom line is that both the hotel and Marriott are treating this in an extremely customer-hostile manner.
Anyway, the bottom line is that both the hotel and Marriott are treating this in an extremely customer-hostile manner.
Apr 6, 2019, 4:05 am
#636
Moderator, El Al and Marriott Bonvoy, FlyerTalk Evangelist
Join Date: Feb 2005
Location: SIN
Programs: SQ*G, Mar LTT, Hyatt Glb, AA LTG, LY, HH, IC, BA, DL, UA SLV
Posts: 12,018
Moderator Note
You are also all aware that getting personal with other members is forbidden per FlyerTalk Rules.
Feel free to continue to discuss the topic at hand without getting personal with others.
Thanks,
yosithezet
Co-Moderator, MB Forum
Apr 6, 2019, 5:37 am
#637
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
I'm curious how, even if Marriot sent some message that there is a new contract, the OP was notified what the terms of that new contract are. How is the OP supposed to find the new contract/T&Cs if not explicitly provided by Marriott? Going to look at the hotel booking terms doesn't necessarily reflect what those new Marriott terms are... especially since hotel cancellation terms can vary widely depending on location, date, and rate.
Anyway, the bottom line is that both the hotel and Marriott are treating this in an extremely customer-hostile manner.
Anyway, the bottom line is that both the hotel and Marriott are treating this in an extremely customer-hostile manner.
it it is too far to say customer-hostile. More like customer-unfriendly. They are not activaely hunting for the fees.
Apr 6, 2019, 5:54 am
#638
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Apr 6, 2019, 5:59 am
#639
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
At a completely different hotel I found that the conditions for an award stay stated that there would be a "fee" for cancelling after a certain date BUT NO STATEMENT AT ALL ABOUT WHAT THE FEE WOULD BE!!!!!
Apr 6, 2019, 6:44 am
#640
Join Date: Nov 2011
Location: Virginia
Programs: HHonors Gold, IHG Platinum, Marriott nobody
Posts: 470
Can you tell us which brand it is, even without naming the property? I would be interested to know if there are other hotel chains out there with this kind of cancellation/no show policy for award bookings.
Apr 6, 2019, 8:08 am
#642
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Here are the terms
Cancelling Your Reservation
- You may cancel your reservation for no charge until June 8, 2019 (1 day[s] before arrival).
- 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.
I think this has more to do with IT than the specific hotel, but no way would i agree to "a fee"
Just another reason to be sure you look at the details of a rate wherever you book.
Apr 6, 2019, 11:49 am
#643
Join Date: Nov 2011
Location: Virginia
Programs: HHonors Gold, IHG Platinum, Marriott nobody
Posts: 470
Renaissance Johor Bahru - which by the was is listed as being in Singapore - not only not Singapore but a different country! (and at least 1 review I read hadn't realized this when they booked)
Here are the terms
I think this has more to do with IT than the specific hotel, but no way would i agree to "a fee"
Just another reason to be sure you look at the details of a rate wherever you book.
Here are the terms
Cancelling Your Reservation
- You may cancel your reservation for no charge until June 8, 2019 (1 day[s] before arrival).
- 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.
I think this has more to do with IT than the specific hotel, but no way would i agree to "a fee"
Just another reason to be sure you look at the details of a rate wherever you book.
So this is still just a Marriott problem.
Apr 7, 2019, 12:40 am
#644
FlyerTalk Evangelist
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
SPG is no longer. It is now Marriott. The rules are now Marriott's - whether you like it or not. There is lots of case law recognizing this. For example, as a colonel I had life time membership to the Crown room - but not the sky room. This was challenged by a lawyer in Atlanta and the court agreed with Delta that there is more Crown room thus we loose.
Apr 7, 2019, 12:58 am
#645
FlyerTalk Evangelist
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
If that happened to me, I'd be discussing the hotel's policy for walking guests with them. If I didn't get satisfaction, Amex would find me a room and bill that hotel. (That has happened to a number of people I know.)