Originally Posted by nacho

As far as I understand, no show is if someone don't show up at all without any communication to the hotel, and the hotel can't charge an already paid in full reservation.

Originally Posted by boolean64

This is not the definition of a no-show.

Originally Posted by sean1397

Most hotels would care about their reputation as only so many people in the world will pay 1-4k/night but this is the nicest hotel with a well known name on the slopes of Aspen.

Originally Posted by joakgarp

Hmm this is a strange case.. What about all these folks who go to Thailand/Somewhere and wants to secure a room early in the morning when they arrive at 8AM so they book a room for the previous day but check in at 8AM instead of waiting until 3PM. Will Marriott consider that to be a no show lol if you let the hotel know of your late check in?

Originally Posted by hockeyinsider

I raised this point earlier, but with London coming to mind.

Of course, look, I think the issue here comes down to (1) the original poster didn't check-in using the application and (2) the hotel failed to communicate its purported policy and then subsequently failed to use commonsense to resolve this matter, which admittedly may have been caused by an automated or semi-automated audit.

Originally Posted by Yul_voyager

Just for the record, when I booked this hotel it was after the SPG / MR merger and the email was still mentioning the late cancellation fees and also that it could be reversed to points if asked. It was booked on the Marriott website but the email still had the SPG "style". I recently book a room at the St Regis NY with points, after the Bonvoy rollout and just before the price rose, and no "late cancellation charges" appeared at all. I read all the email and my understanding is, if you don't cancel before the deadline or no show, you lost the points and that's it (and maybe the great destination fee of 50$+tx, but nothing else).

Originally Posted by hockeyinsider

I raised this point earlier, but with London coming to mind.

Of course, look, I think the issue here comes down to (1) the original poster didn't check-in using the application and (2) the hotel failed to communicate its purported policy and then subsequently failed to use commonsense to resolve this matter, which admittedly may have been caused by an automated or semi-automated audit.

Originally Posted by flyingeph12

Originally Posted by cletraveler

I booked 2 rooms for 5 nights at the St. Regis Aspen all on points. These were booked back in the first half of 2018 for a recent stay in March 2019. Unfortunately, our flight to ASE was cancelled so we could not arrive until the next day. In particular, we ended up stuck in our layover city (DFW), had to book 2 rooms at DFW and then had to fly to GCM the next day, rent a car and drive to Aspen. Called hotel around 5 PM MST when we knew we would not make it the first night to let them know. They offered to "guarantee the room" so we thought everything was good to go. I would later find out this "guarantee the room" was code for we will charge you $1,000.00 per room (2 rooms) to keep your reservation. No mention of any charge or charge amount during call.

I was shocked to find the $1000.00 charge per room on my folio for each room plus tax ($113.00) on day of checkout. Spoke to front desk, mid-level manager and ultimately higher level manager. I was basically told that this is the way it is and I should have read my T&C more carefully.

I now have taken up the issue with a phone representative on the Marriott Platinum line. He seems sympathetic and is setting up a case. He says that Marriott will contact the hotel and the hotel will have 5 days to respond. I will have to wait and see how this goes.

First off, I find this crazy that I would incur a cash charge for missing my first night when all nights were prepaid on points. There is no way the hotel has lost anything. I have read elsewhere that the hotel could argue that they have lost out on the opportunity to sell me ancillary services/products for that first night. I don't buy this line of reasoning and think that any claimed loss is not even close to the no show charge. I bet I could fight this in a court of law (maybe small claims court) but that is a time-suck.

Second, the mid-level manager suggested that if I run into this issue in the future that I simply check-in to the hotel via the Marriott app. This would likely work to avoid this nonsensical charge but I found this suggestion to be a cruel one since it was provided when arguing the charge and not when I called on Friday to kindly let the hotel know we would be late.

Third, and likely my saving grace, my original booking confirmations clearly state: "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." To me, this clearly indicates that only my points should be forfeited and no cash charge should be incurred.

Anyone else find this crazy? Any advice on how to get these charge reversed?

Originally Posted by Antarius

This is an important point. People don't tend to randomly end up at Aspen needing a hotel at the last minute.

Originally Posted by Antarius

I have checked in at odd hours (1-3 am) 6 times this year. 2 point reservations, 4 paid ones. Never had an issue, not even with elite nights or points posting. One of those trips, I showed up the following day after letting them know that I was stuck. Still no issue. Properties were in the US (all over) and Colombia.

IMO, its a problem with the hotel, nothing else.