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 13, 2019, 9:38 pm
#61
Join Date: Mar 2003
Location: NYC/PSP
Programs: AA EXP, A3 Gold
Posts: 4,106
But you weren't even a no-show. You were a late arrival due to travel circumstances beyond your control who informed the property and was willing to pay for the entire stay. This is utter bs.
Mar 13, 2019, 9:53 pm
#62
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
The St. Regis is just following its contract you agreed to when you accepted the terms and conditions. You had ample opportunity to cancel before hand if you did not like the terms they were offering. What would have happened if somehow you did get to Aspen and they had sold your room?
The hotel preferred $1K no show rather than the internal payout for the award stay.
Greedy.
Mar 13, 2019, 10:01 pm
#63
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
If the OP checked in at 11 am on the second day, then the its part of the first night. Period.
This is why in Europe hotels regularly advise guests to book the previous night if they want a guaranteed early morning check-in.
Mar 14, 2019, 12:15 am
#64
Join Date: Jan 2012
Programs: AY+ Plat, Marriott Plat, Hyatt Discoverist
Posts: 2,846
Also, do the cancellation terms and conditions actually disclose the charge for arriving late, or do they simply disclose the amount for a complete no show? If only the latter, I'm not sure there's a leg to stand on for charging $1000/night for arriving a day late.
Mar 14, 2019, 12:15 am
#65
Join Date: Jul 2018
Location: sometimes, strangely, I find myself at home
Programs: I need to do better in managing my affiliations. Oops, I overshot the runway for status next year.
Posts: 651
IF true, then the hotel should fix its procedures which cause customer dissatisfaction. Or customers should go elsewhere with better policies and procedures.
Mar 14, 2019, 12:36 am
#66
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,720
This would not work with the Marriott system unless you call ahead and persuade the hotel to retain your booking. Since the merger it’s once happened to me (the hotel recovered the situation) and i once checked in to someone else who had the same problem: they arrived around 7am by which point their multi-night stay had been cancelled from the system. It’s a lot like airlines which will cancel a 20-leg ticket if you miss any one flight.
Mar 14, 2019, 1:19 am
#67
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), QANTAS gold, Korean, Accor Plat
Posts: 1,500
The St. Regis is just following its contract you agreed to when you accepted the terms and conditions. You had ample opportunity to cancel before hand if you did not like the terms they were offering. What would have happened if somehow you did get to Aspen and they had sold your room?
Mar 14, 2019, 1:23 am
#68
Join Date: Jul 2018
Location: Italy
Programs: Accor Gold, Marriott Titanium, IHG Diamond , Amex Platinum
Posts: 1,484
Room had already been paid. What money do the hotel have lost ? Nothing.
Mar 14, 2019, 1:40 am
#69
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
I believe that the hotel takes advantage of TnCs to charge no-show fee instead, simply because the hotel does not like award stays. Of course the hotel can choose to act differently, but that's not beneficial to the hotel apparently.
Mar 14, 2019, 1:52 am
#70
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), QANTAS gold, Korean, Accor Plat
Posts: 1,500
In case that you did not notice, points for 1st night were refunded, for both rooms.
I believe that the hotel takes advantage of TnCs to charge no-show fee instead, simply because the hotel does not like award stays. Of course the hotel can choose to act differently, but that's not beneficial to the hotel apparently.
I believe that the hotel takes advantage of TnCs to charge no-show fee instead, simply because the hotel does not like award stays. Of course the hotel can choose to act differently, but that's not beneficial to the hotel apparently.
Mar 14, 2019, 2:00 am
#71
Join Date: Jan 2016
Location: London
Programs: Hilton Diamond, NZ Gold, BA Gold
Posts: 134
Just another reason not to use Marriot anymore! They are a complete shambles and this is taking the piss completely. Report it to your CC and mark it as fraud. Let Marriot come after you if they wish.
Mar 14, 2019, 2:05 am
#72
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
Mar 14, 2019, 2:11 am
#73
Join Date: Jan 2014
Programs: Amtrak Guest Rewards (SE), Virgin America Elevate, Hyatt Gold Passport (Platinum), VIA Preference
Posts: 3,134
I think this hotel should just leave Marriott and become independent. They don't want people staying on points, they don't care about loyalty, they give as little as they can in term of benefits, and now that... It's not like you need to be part of Marriott to sell your room when you are the 2nd or 3rd closest hotel to the slopes in Aspen...
By the way, per the other thread...it is possible that a stand-alone incident would get ignored. If they get socked by a half-dozen such cases, there does come a point when Corporate can probably say "No, we don't think these are all just "a big misunderstanding".
Mar 14, 2019, 3:01 am
#74
Join Date: Apr 2012
Location: perth
Programs: SPG(LTG), QANTAS gold, Korean, Accor Plat
Posts: 1,500
There is a difference between asking for the night to be credited back and the hotel unilaterally reimbursing the points so they could charge a cash fee 3 times the value of the points. The first did not happen so the hotel was paid, the second did happen which in most peoples minds would amount to fraud.
Mar 14, 2019, 3:14 am
#75
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
"We would also like to bring to your attention that a 30-day cancellation policy is in effect for the dates of your reservation. If changes are required within 30 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 30 days prior to arrival in the amount of $2,000."
This is from their very friendly welcome email.
This is from their very friendly welcome email.
This is really no different than booking a room for Friday night in London and never showing up because your flight doesn't arrive until 7 a.m. Saturday, but you had to book an extra night to ensure you had a hotel room available when you arrived bright and early Saturday morning.