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Outrageous No-Show Fee Incurred At St. Regis Aspen

Outrageous No-Show Fee Incurred At St. Regis Aspen

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Old May 11, 19, 1:00 am   -   Wikipost
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Old Mar 14, 19, 3:16 am
  #76  
 
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Originally Posted by PointWeasel View Post
This is why in Europe hotels regularly advise guests to book the previous night if they want a guaranteed early morning check-in.
OP: When arriving at a destination early in the AM, I regularly book a room for the night before. Of course, I let the hotel know in advance that I wonít be checking in until 6 AM the following day. Never a problem. Essentially, this is what you did.
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Old Mar 14, 19, 3:39 am
  #77  
 
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Originally Posted by geminidreams View Post
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.
for the record, I don't think the hotel treats OP right.

However, it is not up to OP to decide whether he is no-show or not. That's hotel's decision to make. And in a lot of hotel night audits, it is considered no-show technically.

Think about it in airline. The airline will not care why you missed the first leg and cancel your subsequent legs anyway. You can take your case with travel insurance or your connecting airline.

In this case, the hotel can cancel the reservation if OP did not accept the offer of "guarantee the room".
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Old Mar 14, 19, 3:56 am
  #78  
 
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Originally Posted by freed0m View Post
for the record, I don't think the hotel treats OP right.

However, it is not up to OP to decide whether he is no-show or not. That's hotel's decision to make. And in a lot of hotel night audits, it is considered no-show technically.

Think about it in airline. The airline will not care why you missed the first leg and cancel your subsequent legs anyway. You can take your case with travel insurance or your connecting airline.

In this case, the hotel can cancel the reservation if OP did not accept the offer of "guarantee the room".
I am not sure it is the hotels decision to make if he arrives before checkout on the first day, especially if they have been notified of the late arrival.
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Old Mar 14, 19, 4:05 am
  #79  
 
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Call the GM. Call the GM. Call the GM. If no help ask for his boss's name and office number and email. Forget these other lower level useless managers.
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Old Mar 14, 19, 4:10 am
  #80  
 
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I donít think OP informed us of when he did actually checkin on the second day. If it was after noon it is definitely a technical no-show for the whole stay, and cannot be equated to booking an extra night for an early morning check-in. However, given OP was in contact with the hotel, the property should have been understanding of the situation and should have accomodated OPís late arrival without any issue.
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Old Mar 14, 19, 5:20 am
  #81  
 
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Wow, I'm speechless.

OP paid for the stay full with points, so in case he missed part of the stay, his points just got eaten up and won't be refunded, end of story. The hotel can easily checked in for him on the day he "supposed" to arrive and swipe his card when he actually got there. If the hotel is nice and value him as a guest, they can even refund the points for the day that he's not there.

That bogus charge is just like a scam. Does the hotel have extra cost to someone who have paid in full and not being there - I highly doubt that? The hotel might have rented his rooms out to someone else and get double revenue for those nights.
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Old Mar 14, 19, 5:32 am
  #82  
 
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Wow, you've been BonVoyed!

As stated above, it really is a bogus charge, as the hotel didn't lose anything. You notified them "sorry, can't make it the first night due to flight delays/cancellations, but will be there the 2nd till 5th". You've prepaid everything (albeit with points, but that's not the issue). You're willing to forfeit that first night, as in, not demanding money or points back. That the hotel is now CHARGING you $2226 for a room that YOU ALREADY PAID FOR is just insane.
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Old Mar 14, 19, 5:50 am
  #83  
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What follows needs to be read in the context that I fully agree and sympathise with OP and would challenge the credit card charge and if unsuccessful sue for a refund in the small claims court.

But what if this is the result of a new Bonvoy directive? A directive that tells the hotels that if the guest is a no-show then Bonvoy won’t pay the hotel for the redemption and it’s for the property therefore to charge the guest. Taking the St Regis Aspen in the winter, I bet it’s 95%+ full l and hence Bonvoy is on the hook to pay the franchisee ~90% of the ADR, say around $800. This way the moment the hotel enters the reservation as a no-show on its computer Bonvoy saves itself $800, more or less! Of course that leaves a headache for the St Regis and the guest, but Bonvoy rides outta town leaving everyone else behind arguing about the bill.
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Old Mar 14, 19, 5:58 am
  #84  
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Originally Posted by BrightlyBob View Post
What follows needs to be read in the context that I fully agree and sympathise with OP and would challenge the credit card charge and if unsuccessful sue for a refund in the small claims court.
Another option is filing a complaint with the consumer protection division of the state attorney general's office, which can be pretty effective if you live in a state with an activist consumer protection division. Companies don't like getting letters from the state attorney general.

Originally Posted by BrightlyBob View Post
But what if this is the result of a new Bonvoy directive? A directive that tells the hotels that if the guest is a no-show then Bonvoy won’t pay the hotel for the redemption and it’s for the property therefore to charge the guest. Taking the St Regis Aspen in the winter, I bet it’s 95%+ full l and hence Bonvoy is on the hook to pay the franchisee ~90% of the ADR, say around $800. This way the moment the hotel enters the reservation as a no-show on its computer Bonvoy saves itself $800, more or less! Of course that leaves a headache for the St Regis and the guest, but Bonvoy rides outta town leaving everyone else behind arguing about the bill.
Except the guest neither canceled his reservation nor failed to show. He showed up late, but he showed up. It's a big difference.
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Old Mar 14, 19, 6:04 am
  #85  
 
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Originally Posted by hockeyinsider View Post

Except the guest neither canceled his reservation nor failed to show. He showed up late, but he showed up. It's a big difference.
Computer says heís a no show...
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Old Mar 14, 19, 6:44 am
  #86  
 
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deleted

Last edited by pentiumii; Mar 14, 19 at 7:12 am Reason: delete
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Old Mar 14, 19, 7:19 am
  #87  
 
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Originally Posted by mikebor View Post
Call the GM. Call the GM. Call the GM. If no help ask for his boss's name and office number and email. Forget these other lower level useless managers.
Calling the GM will only get your redirected back to another manager. In this day when everyone is contacting the GM (dont understand this phenomenon) very little is handled directly with them.
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Old Mar 14, 19, 7:35 am
  #88  
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Originally Posted by hockeyinsider View Post
Except the guest neither canceled his reservation nor failed to show. He showed up late, but he showed up. It's a big difference.
Iím not denying that or asserting otherwise. Iím saying once the hotel entered OP as a no-show onto the computer, which is just what they did. The hotel did that. Iíve said in my view OP is entirely in the right. Iím considering how the change from SPGs policy works from Bonvoys point of view.
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Old Mar 14, 19, 7:38 am
  #89  
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But, as an aside, what you don't know is whether the GM forwards the email to an underling with instructions to solve the problem. That may change the calculus.
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Old Mar 14, 19, 7:40 am
  #90  
 
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Originally Posted by cletraveler View Post
had to fly to GCM the next day, rent a car and drive to Aspen.
So why is there no discussion, that I can find, about the OP driving from Grand Cayman to Aspen? Would love to hear the details of that journey!
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