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 19, 2019, 11:11 am
#331
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
Clearly, this St Regis doesn't care of bad reputation. Otherwise they would have done something already. They probably think they are going to be sold-out no matter what and that most of customer avoiding this hotel now will be those paying with points, and they hate them anyway...
Mar 19, 2019, 1:16 pm
#332
Join Date: Jan 2010
Posts: 698
Clearly, this St Regis doesn't care of bad reputation. Otherwise they would have done something already. They probably think they are going to be sold-out no matter what and that most of customer avoiding this hotel now will be those paying with points, and they hate them anyway...
Mar 19, 2019, 2:44 pm
#333
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
Why sue Marriott? Why not sure the people making the decision here ... Elevated Returns? it's their policy.
I confess this is the first time I've been called an SPG person
I initially thought of this as another example of the SPG "Résistance" and nothing to do with Marriott. Now, I realize its a guy pushing blockchain and using this property as the first blockchain REIT so that he can market other blockchain ideas. Simply short term.
Independent of any mergers/changes/etc., charging such a huge fee while not disclosing it at the time of the reservation is sleazy and short sighted not matter what the company.
I confess this is the first time I've been called an SPG person
I initially thought of this as another example of the SPG "Résistance" and nothing to do with Marriott. Now, I realize its a guy pushing blockchain and using this property as the first blockchain REIT so that he can market other blockchain ideas. Simply short term.Independent of any mergers/changes/etc., charging such a huge fee while not disclosing it at the time of the reservation is sleazy and short sighted not matter what the company.
Mar 19, 2019, 2:46 pm
#334
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
As someone who was Plat in both programs for the past 6 years, disagree that Marriott was better.
As a data point, for flight cancellations I have had SPG and Marriott remove a day off the reservation after cancellation/change deadline with no problem. I would have expected the hotel to provide the same courtesy here.
As a data point, for flight cancellations I have had SPG and Marriott remove a day off the reservation after cancellation/change deadline with no problem. I would have expected the hotel to provide the same courtesy here.
Mar 19, 2019, 8:24 pm
#335
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
What a lot of people want does not make business sense.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
Mar 19, 2019, 8:35 pm
#336
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
What a lot of people want does not make business sense.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
Mar 19, 2019, 8:47 pm
#337
Join Date: Jun 2015
Location: DTW
Programs: Alaska, Delta, Southwest
Posts: 1,663
What a lot of people want does not make business sense.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
Mar 19, 2019, 9:01 pm
#338
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
More generally, and this is something you alluded to earlier, a good hotel will endeavor to treat all its guests fairly, even when it may lose money on a given stay. Not just because it's the right thing to do, but because it engenders loyalty and strong word of mouth. This is how the best businesses are built.
Mar 19, 2019, 9:12 pm
#339
FlyerTalk Evangelist
Join Date: Aug 2012
Location: KHOU/KIAH
Programs: AA EXP | Marriott Bonvoy Titanium| Hyatt Globalist
Posts: 11,245
What a lot of people want does not make business sense.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
1. Tough stuff - dont join a national chain
2. Others who do pay for stays are extremely off put
You think I'm giving this place a dime ever again?
Mar 19, 2019, 9:26 pm
#340
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
What a lot of people want does not make business sense.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
According to press reports, this property is MANAGED BY MARRIOTT.
So, either the owner is meddling into the property or Marriott itself is doing this. It would be one thing if this was some random third-party management company, but this is Marriott. Hence why Marriott hasn't said anything about this incident.
Essentially, you have two separate divisions of corporate clashing against each other -- and that's assuming Marriott's loyalty division, which oversees Bonvoy, would take the side of customers in this instance. As we've seen with the breakfast benefit, the divisions that operate hotels and develop hotels seem to prevail over the loyalty division.
Mar 19, 2019, 9:38 pm
#341
Join Date: Dec 2018
Location: PHX
Programs: Delta DM, Marriott Lifetime Titanium, HHonrs Diamond
Posts: 1,336
What a lot of people want does not make business sense.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
point redemption is not of high-value for this property. The property gets little from Corporate Marriott for point redemption. And the customer does not spend enough on extra.
As the property owner, you certainly don't welcome this kind of customer back. Why would you, as an owner, not charge as much as possible as stipulated in the contract?
If you as an owner, choose to act against your own interest, tell me your business. I would like do a lot of business with you.
So the hotel owners need to accept the reservations on points as a balance of that paid business that they would have never received otherwise by not being part of a system like SPG or Marriott.
And as far as treatment I have received from hotels when my flights were cancelled en route due to weather, twice in the last year (a Marriott and a Hilton Garden Inn) I had advance purchase rooms fully refunded by the hotel once I presented a copy of my tickets and evidence of weather-related cancellation. And the OP here never even asked for a refund of anything.
Mar 19, 2019, 10:44 pm
#342
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
this is the Jeff Smisek mentality. If every action isnt profitable at the time, cut it. Sure there are some customers who may not be their preferred audience but
1. Tough stuff - dont join a national chain
2. Others who do pay for stays are extremely off put
You think I'm giving this place a dime ever again?
1. Tough stuff - dont join a national chain
2. Others who do pay for stays are extremely off put
You think I'm giving this place a dime ever again?
The argument will be the property did not choose to join Marriott, the contract was bought by Marriott from Starwood. My guess is that the property does not have a choice without serious financial impact.
If Marriott pays as well as Starwood, there is no reason for the property owner to behave as such.
Mar 19, 2019, 10:50 pm
#343
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
I think we will know very soon, how many former aspirational properties leave in the next few years when contracts are re-negotiated.
Last edited by freed0m; Mar 19, 2019 at 10:58 pm
Mar 19, 2019, 10:55 pm
#344
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
I disagree on the "stipulated in the contract". Writing it at the end of an email send days after the booking is done is not really "stipulated in the contract" IMO. But you are right on the main argument. They do not want points customers and they couldn't care less if they are unhappy and never return, and they are probably hoping that this bad publicity is going to affect only points customers. That's said, maybe they are underestimating the social media impact...
Contract supplements? If there is more or changes made by the property, it is expected that the property will write to the customer, right? And the hotel just did that.
Mar 19, 2019, 11:29 pm
#345
A FlyerTalk Posting Legend
Join Date: Dec 2000
Location: Shanghai
Posts: 42,031
True, but even the original contract spelled out a unilateral changes provision, attorney generals typically ignore such.
