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
May 11, 2019, 12:22 am
#766
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May 11, 2019, 12:56 am
#767
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May 11, 2019, 1:51 am
#768
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May 11, 2019, 1:55 am
#769
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May 11, 2019, 2:26 am
#770
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Really quite shocking and outrageous to me that Marriott let this go on as long as it did without proactively stepping in.
In this day and age, Marriott simply must have a better grip on their social media presence and employ lurkers here who should have made them aware of this situation and nipped it in the bud.
Guessing that Starwood lurkers are no more...
Although I'm pleased that this was finally resolved, it is just another example of yet another deaf, short-sided act on the part of corporate (aka "noise around the edges"); I, for one, have lost brand loyalty to a considerable extent and moved a significant number of my stays to IHG (Kimpton mainly) and Hilton where I can be assured of lounge access/breakfast as a Diamond (and I am "only" a gold at Marriott).
Reading about the whole experience really leaves a bad taste in my mouth as a Marriott consumer, and I am wholly removed from the initial situation, luckily it did not occur to me!
Unimpressed.
In this day and age, Marriott simply must have a better grip on their social media presence and employ lurkers here who should have made them aware of this situation and nipped it in the bud.
Guessing that Starwood lurkers are no more...
Although I'm pleased that this was finally resolved, it is just another example of yet another deaf, short-sided act on the part of corporate (aka "noise around the edges"); I, for one, have lost brand loyalty to a considerable extent and moved a significant number of my stays to IHG (Kimpton mainly) and Hilton where I can be assured of lounge access/breakfast as a Diamond (and I am "only" a gold at Marriott).
Reading about the whole experience really leaves a bad taste in my mouth as a Marriott consumer, and I am wholly removed from the initial situation, luckily it did not occur to me!
Unimpressed.
May 11, 2019, 2:26 am
#771
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May 11, 2019, 6:16 am
#772
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May 11, 2019, 7:57 am
#773
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... I was trying to figure out if this thread was listed in "Trending" or the FT front page/TalkMail to explain the drop-ins and drive-bys...
May 11, 2019, 9:31 am
#774
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Although I'm pleased that this was finally resolved, it is just another example of yet another deaf, short-sided act on the part of corporate (aka "noise around the edges"); I, for one, have lost brand loyalty to a considerable extent and moved a significant number of my stays to IHG (Kimpton mainly) and Hilton where I can be assured of lounge access/breakfast as a Diamond (and I am "only" a gold at Marriott).
The St. Regis Aspen is owned by Stephane De Baets who runs a private equity firm called Elevated Returns. Mr. De Baets tried to take the company public as the only single asset REIT. However, it never happened and I would personally suspect it was because of the lack of investor interest as REIT's generally attract those looking for a reliable diversified return based on the long term.
See ... https://therealdeal.com/la/2018/02/0...le-asset-reit/
Once that didn't happen, he decided to sell it as the first "Blockchain REIT." Some might suggest that being the first blockchain REIT doesn't change the fundamental dynamics of a REIT based on a single asset. But, a focus on blockchain and cryptocurrency can lead to a more short term focus.
https://venturebeat.com/2018/10/09/e...d-real-estate/
I'd strongly suspect that Mr. DeBaets/Elevated Returns directed this policy and the GM is following the owners directive.
In contrast, I just stayed at a couple of properties owned by Al Habtoor, but managed by Marriott International. I'm confident they think about those properties from a long term perspective with a focus on their reputation and repeat business, rather than the need to promote short term returns.
I'm a little surprised the OP didn't escalate this the owner ...
May 11, 2019, 9:52 am
#775
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I’m glad to hear it worked out for the OP, but I must say it’s not ideal that corporate had to get involved and the hotel management appears to have resisted to the end. That doesn’t instill confidence for future issues of this nature. I wonder how many guests are still getting hit with this fee and not bothering to fight it?
May 11, 2019, 10:41 am
#776
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I didn't miss that at all - my point is, for the high end properties who have these no show penalties - consider booking day 1 or even day 2 as a regular booking - and the rest with points. Or, don't book at all. Or, don't use points at these properties.
May 11, 2019, 11:40 am
#777
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The onus shouldn't be on the guest to book several reservations mixed with points and cash simply so they don't get charged for being delayed.
I'm glad op got his money back. Good on Marriott. But shows property still stinks
May 11, 2019, 11:42 am
#778
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Good advice, but seeking a more Zen-like experience, I'd choose to just stay at a property that would not cause me to have to play tricks in order to not get screwed.
May 11, 2019, 12:54 pm
#779
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Shame on Heather Steenge-Hart the greedy arrogant general manager of this hotel
https://www.hospitalitynet.org/appoi.../79018299.html
May 11, 2019, 1:41 pm
#780
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This hasn’t done her any harm, on the contrary - rewarded with a promotion!
https://www.hospitalitynet.org/appoi.../79018299.html