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, 5:14 pm
#31
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
As a hotel manager all of this is 100% kosher. I understand that the OP is upset but it is all within the T&C. It also follows the cancellation policy. I have worked in many a resort (beach and ski) that have had greater than normal cancellation periods. It is very difficult for these hotels to resell rooms at the last minute. A city property is much different. All in all this is why travel insurance was created. No need to cry over spilled milk.
Mar 13, 2019, 5:16 pm
#32
Join Date: Feb 2013
Posts: 29
I have no problem with a hotel charging a no show penalty. The fact Marriott does will add to my increasing reasons to leave the brand but if a hotel is gonna charge a fee it needs to be clear and disclosed. It cant say there may be some terms somewhere else that you may or may not have seen and you may or may not have read and they may or may not have a set rate.
Id have no problem if when I booked my room it said on the booking page if you do not check in by 11PM on Monday you will be charged $1100. All it says is your points are non refundable. The manager says the $1100 fee is on the booking page and the confirmation email. It is not.
A hotel can charge whatever it wants for cancellations but needs to show this amount in advance and then I just won't stay there.
Id have no problem if when I booked my room it said on the booking page if you do not check in by 11PM on Monday you will be charged $1100. All it says is your points are non refundable. The manager says the $1100 fee is on the booking page and the confirmation email. It is not.
A hotel can charge whatever it wants for cancellations but needs to show this amount in advance and then I just won't stay there.
Mar 13, 2019, 5:23 pm
#34
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
By the way, based on my experience here last month, I am also pretty sure this hotel hate point stay and do everything they can to provide bad service to customer redeeming points here. And if they can rip them off a little bit or more, they will.
I mean, how dare you stay here without paying 2k$ per night ? You are cheapening their product !
I mean, how dare you stay here without paying 2k$ per night ? You are cheapening their product !
Mar 13, 2019, 5:27 pm
#35
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
The hotel does not get paid in points until the guest arrives. If the guest does not arrive the hotel is not paid.
Mar 13, 2019, 5:30 pm
#36
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Join Date: Aug 2012
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As a hotel manager all of this is 100% kosher. I understand that the OP is upset but it is all within the T&C. It also follows the cancellation policy. I have worked in many a resort (beach and ski) that have had greater than normal cancellation periods. It is very difficult for these hotels to resell rooms at the last minute. A city property is much different. All in all this is why travel insurance was created. No need to cry over spilled milk.
Hiding behind obscure and ridiculous T&C is a cheap move. Fits right in with Jeff Smiker, Doug Parker and that group. This is kowtowing to weak policies and sticking it to someone who did everything right and got the short straw - basically a flat track bully move.
Mar 13, 2019, 5:31 pm
#37
Join Date: Feb 2013
Posts: 29
Would everyone agree if this hotel wants to charge $1100 or $5000 or whatever it needs to clearly tell you when you book that if you do not show up by X time on X date you will be charged this? Id have no issue if this is the case but no where does it say this. I will post my confirmation email tomorrow when this site allows me to and all it says is the points are non refundable.
Mar 13, 2019, 5:51 pm
#38
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Join Date: Apr 2013
Location: PHX
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Mar 13, 2019, 5:51 pm
#39
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Although within the T&C, charging a cash fee instead of just the points is very consumer-unfriendly. I'd argue that if the hotel doesn't get paid by Marriott when the guest no-shows, that's a flaw in the agreement between Marriott and its hotels.
If the hotel is not full, the the cost of the unsold room is minimal, and the hotel should be satisfied with the payment in points. If the hotel is near capacity, then the payment they get from Marriott is close to full rate.
It's still bad to charge this fee when someone completely no-shows, but when the guest has a documented airline irrops and shows up the next day for the rest of the stay, it's completely egregious. What a dreadful way to treat a loyal customer, by both Marriott and the hotel.
If the hotel is not full, the the cost of the unsold room is minimal, and the hotel should be satisfied with the payment in points. If the hotel is near capacity, then the payment they get from Marriott is close to full rate.
It's still bad to charge this fee when someone completely no-shows, but when the guest has a documented airline irrops and shows up the next day for the rest of the stay, it's completely egregious. What a dreadful way to treat a loyal customer, by both Marriott and the hotel.
Mar 13, 2019, 5:52 pm
#40
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
The hotel would have been paid in point if they just checked the guest for the whole stay, however they preferred to charge a no-show to extract more money from OP. You can maybe defend them legally but in no way you can say it is a normal and honest thing to do...
Mar 13, 2019, 6:02 pm
#41
Original Poster
Join Date: Sep 2015
Posts: 31
Cancellation Details
If you cancel before 04:00 PM hotel time on Sunday, 06 January 2019 there will be no forfeiture amount.
If you cancel after 04:00 PM hotel time on Sunday, 06 January 2019 the forfeiture amount will be USD 7,747.50.
There may be additional applicable charges and taxes.If a no-show / cancel charge is incurred, SPG members may request to switch the charge to a forfeiture of applicable Starpoints by e-mailing their request to [email protected]no later than 60 days from the reservation arrival date.Debit and Credit cards will be authorized at check-in for the amount of your stay, plus an amount to cover incidentals. Please visit “Announcements” on the hotel website for more information.
Cancellation seems pretty clear, which I did not do. There is NO definition of what constitutes a "no show". I agree that I could make a pretty solid argument that I am pretty far from a "no show".
Seems my initial strategy for getting this resolved is: (1) wait 5 business days for Marriott corporate to resolve and (2) dispute charges with credit card if not resolved in this timeframe. I wonder if I should also send a direct email to the hotel (I cc'd them on my communications with corporate) and demand in stern language that they fix this ASAP.
Also, the pissed off side of me wonders if I should consider reaching out to a travel writer of some sort. This story (and Sean's) seems ripe for some press. I have never done this in my life but this one has me ticked off enough to pursue something like this.
Any and all advice is appreciated!
Last edited by cletraveler; Mar 14, 2019 at 7:27 pm
Mar 13, 2019, 6:04 pm
#42
Original Poster
Join Date: Sep 2015
Posts: 31
Although within the T&C, charging a cash fee instead of just the points is very consumer-unfriendly. I'd argue that if the hotel doesn't get paid by Marriott when the guest no-shows, that's a flaw in the agreement between Marriott and its hotels.
If the hotel is not full, the the cost of the unsold room is minimal, and the hotel should be satisfied with the payment in points. If the hotel is near capacity, then the payment they get from Marriott is close to full rate.
It's still bad to charge this fee when someone completely no-shows, but when the guest has a documented airline irrops and shows up the next day for the rest of the stay, it's completely egregious. What a dreadful way to treat a loyal customer, by both Marriott and the hotel.
If the hotel is not full, the the cost of the unsold room is minimal, and the hotel should be satisfied with the payment in points. If the hotel is near capacity, then the payment they get from Marriott is close to full rate.
It's still bad to charge this fee when someone completely no-shows, but when the guest has a documented airline irrops and shows up the next day for the rest of the stay, it's completely egregious. What a dreadful way to treat a loyal customer, by both Marriott and the hotel.
Mar 13, 2019, 6:06 pm
#43
Join Date: Feb 2005
Location: MD/DC
Programs: Hilton Diamond, IHG Platinum, Marriott Titanium, TK Gold
Posts: 1,536
Like others here I don’t see this as a no show at all just late check in.
In a a similar situation earlier this winter (also to a ski destination with 30 days cancellation policy) when it was clear we will miss our connection flight we called the hotels and they checked us in over the phone without a problem. We arrived a day later and paid all the nights with points. That is what I would expect from every decent hotel.
Late check in is not a no show and the hotel will be paid if they will keep the original check in date in the system.
In a a similar situation earlier this winter (also to a ski destination with 30 days cancellation policy) when it was clear we will miss our connection flight we called the hotels and they checked us in over the phone without a problem. We arrived a day later and paid all the nights with points. That is what I would expect from every decent hotel.
Late check in is not a no show and the hotel will be paid if they will keep the original check in date in the system.
Mar 13, 2019, 6:14 pm
#44
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To me, a guaranteed reservation means that the room will be held for the guest until checkout time the following day, although it's wise to inform the hotel if you will be arriving late. Arriving the next morning should be fine, although of course no refund is due for the first night. Arriving the following afternoon is more questionable, but again since the hotel was informed and the guest did show up, there shouldn't be a problem.
Mar 13, 2019, 6:14 pm
#45
Join Date: Dec 2007
Location: SFO
Posts: 4,914
This does bring up the topic of checking in after night audits. There is a thread on getting credit for next day checkin. For lots of places I go to, don’t arrive until 2am. Does this mean those properties should mark me as a no show and charge me a cancellation fee (whether it’s revenue or award stays) based on the T&Cs? Kinda ridiculous.