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 24, 2019, 11:31 am
#466
Join Date: Feb 2019
Posts: 121
If I were in that situation, I would ask the front desk if there was an early departure penalty. If the answer was yes, then I would put the Do Not Disturb sign out when I left. Then I could call the hotel on the morning of the actual date of departure to let them know that I had left the Do Not Disturb sign out, but I had vacated the room.
Mar 24, 2019, 11:32 am
#467
Join Date: Jan 2012
Programs: AY+ Plat, Marriott Plat, Hyatt Discoverist
Posts: 2,846
It is absolutely not typical for hotels to hold funds on a flexible reservation before check in. And, at least with Marriott, it is not typical for a hotel to run a verification of your card (i.e., put a $1 hold on the card). I would know if a merchant placed a hold or charged my card without the card being present.
Mar 24, 2019, 11:33 am
#468
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Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
I don't know how the property could refuse to comply with Marriott, if Marriott wanted this resolved, since the property works for Marriott. Yes, there's an owner but the management works for the management company, which in this case in corporate Marriott.
Mar 24, 2019, 11:42 am
#469
Join Date: Jan 2010
Posts: 698
the contract may dictate how things are to be handled and we dont have a copy of the contract between marriott and the property
that is why i was suggesting that if marriott didnt have the power to issue a refund or resolve the matter, then they could perhaps issue something out of good will but perhaps the hotel some how has a gag order on marriott?
this is all speculation but no matter which way you slice it, the issue being ignored is not good and only makes it look worse.
Mar 24, 2019, 11:49 am
#470
Join Date: Nov 2014
Location: New York
Programs: MB-LTT , HH-Diam., HGP-Expl.
Posts: 778
"Rate Details
Redemption, non-refundable if cancelled less than 60 days before arrival, eCertificate required prior to check in
Additional Information
Redemption, non-refundable if cancelled less than 60 days before arrival, eCertificate required prior to check in
Additional Information
- For detailed information regarding property category level and
- other Redemption information please visit the property online
- at www.marriott.com.Thank You
- We will need a credit card number to reserve your room 60 days before your expected arrival.
- You may cancel your reservation for no charge until November 17, 2019 (60 day[s] before arrival).
- Please note that a change in the length or dates of your reservation may result in a rate change."
Mar 24, 2019, 11:51 am
#471
Join Date: Jan 2012
Programs: AY+ Plat, Marriott Plat, Hyatt Discoverist
Posts: 2,846
Also, even if such a unilateral change were allowed, where was OP informed that the cancellation fee (or a 1-night fee) would be charged for a delayed arrival? That is still what bugs me about this case. There may be an unstated rule that a guest with a multi-day reservation is considered a no show if they don’t show up by noon of the following day, but nowhere is that stated. And in this case, OP wasn’t really charged the cancellation fee but rather a one-night charge. Where is that stated?
Mar 24, 2019, 2:08 pm
#472
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Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
how does the property work for marriott? the property uses marriott's management services so i think marriott actually works for the property?
the contract may dictate how things are to be handled and we dont have a copy of the contract between marriott and the property
that is why i was suggesting that if marriott didnt have the power to issue a refund or resolve the matter, then they could perhaps issue something out of good will but perhaps the hotel some how has a gag order on marriott?
this is all speculation but no matter which way you slice it, the issue being ignored is not good and only makes it look worse.
the contract may dictate how things are to be handled and we dont have a copy of the contract between marriott and the property
that is why i was suggesting that if marriott didnt have the power to issue a refund or resolve the matter, then they could perhaps issue something out of good will but perhaps the hotel some how has a gag order on marriott?
this is all speculation but no matter which way you slice it, the issue being ignored is not good and only makes it look worse.
Anecdotally, it should come as no surprise then that the worst offending properties are not Marriott-managed. I've never had a bad stay at a Marriott-managed property. Yes, I've had issues but they have always been addressed and rectified in a satisfactory manner.
As I have repeatedly since, Marriott's inconsistency and much of its woes in delivering promised benefits is a result of Marriott not managing most of its full-service properties. Hyatt is 100% better because it manages almost all of its full-service, high-end properties. Even Hilton manages a greater percentage than Marriott.
Mar 24, 2019, 7:31 pm
#473
A FlyerTalk Posting Legend
Join Date: Dec 2000
Location: Shanghai
Posts: 42,033
We are only presuming without the contract, but hotel owner hires Marriott to manage. As we've seen with other properties, if the owner decides to show Marriott the door the hotel de-flags and also locks out the management company. I'm sure there is someone here who can speak more intelligently about this than me, but Marriott manages a property according to its standards, not the owner's standards.
Anecdotally, it should come as no surprise then that the worst offending properties are not Marriott-managed. I've never had a bad stay at a Marriott-managed property. Yes, I've had issues but they have always been addressed and rectified in a satisfactory manner.
As I have repeatedly since, Marriott's inconsistency and much of its woes in delivering promised benefits is a result of Marriott not managing most of its full-service properties. Hyatt is 100% better because it manages almost all of its full-service, high-end properties. Even Hilton manages a greater percentage than Marriott.
Anecdotally, it should come as no surprise then that the worst offending properties are not Marriott-managed. I've never had a bad stay at a Marriott-managed property. Yes, I've had issues but they have always been addressed and rectified in a satisfactory manner.
As I have repeatedly since, Marriott's inconsistency and much of its woes in delivering promised benefits is a result of Marriott not managing most of its full-service properties. Hyatt is 100% better because it manages almost all of its full-service, high-end properties. Even Hilton manages a greater percentage than Marriott.
-if you own a hotel, and want a Marriott flag, you MUST let Marriott manage EVERYTHING
-otherwise, you can go it on your own
-Marriott (as well as IHG and Hyatt) has a tendency to kow tow to premium properties, but this practice is not good IMO
Mar 24, 2019, 7:42 pm
#474
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
This is 100% incorrect. Hotel owners are franchisees of Marriott. They can whom they wish to manage their properties. The 3 most common types of management are 1- Owner/Operator 2-Thrid Party Managagment (the most common) and 3- Brand Managed. Marriott the franchiser sets the brand standards but nothing else related to the management of the hotel.
Mar 24, 2019, 9:09 pm
#475
A FlyerTalk Posting Legend
Join Date: Dec 2000
Location: Shanghai
Posts: 42,033
This is 100% incorrect. Hotel owners are franchisees of Marriott. They can whom they wish to manage their properties. The 3 most common types of management are 1- Owner/Operator 2-Thrid Party Managagment (the most common) and 3- Brand Managed. Marriott the franchiser sets the brand standards but nothing else related to the management of the hotel.
Mar 24, 2019, 9:18 pm
#476
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Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
Mar 25, 2019, 6:35 am
#478
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Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
In message 1 the OP said that the hotel manager told him that had he checked in via the app, he could have avoided this. The property also could have checked him in, but instead chose to process this in such a way that would incur an additional $1000 for the hotel. Given that, have I misstated or misunderstood anything?
Mar 25, 2019, 6:37 am
#479
Join Date: Dec 2003
Programs: AA Plat Pro, United Silver, Marriott LTT, Hyatt Globalist, Hilton Diamond, IHG Platinum
Posts: 1,120
I guess you are saying a company can have any terms as long as they document them.
I have a big problem with these terms. I pre-paid for the room with points. I fully understand that if I cancel after the cancellation date, I will lose the points.
But why would a hotel then charge me $899 if I don't come, and nothing if I come. If I cancel they keep the points and can easily re-sell the room. This makes no sense to me at all. I have no idea how you can think this is ok.
I have a big problem with these terms. I pre-paid for the room with points. I fully understand that if I cancel after the cancellation date, I will lose the points.
But why would a hotel then charge me $899 if I don't come, and nothing if I come. If I cancel they keep the points and can easily re-sell the room. This makes no sense to me at all. I have no idea how you can think this is ok.
Your question which I've bolded has been discussed by many others upthread - the hotel doesn't get paid for the room by Marriott if the guest doesn't arrive. Perhaps Marriott should change the policy and consider points reservations fully prepaid, with no refunds of the points allowed, and the hotel gets the negotiated points reimbursement. But then we'd have FlyerTalk posts about the new draconian non-refundable points policy. I don't know what the answer to this problem is. But to reiterate, I DEFINITELY don't agree with the current practice of this hotel which is to change the terms by disclosing a punitive cancellation penalty after a confirmed booking.
Mar 25, 2019, 6:38 am
#480
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
1) The confirmation email notes the charge - is that not the confirmation you note above?
2) SPGs rules as of 10/2014 clearly state that a "late cancelation" will be charged $ - but he can challenge. Marriott does not allow the challenge as their hotels don't get paid.
Starwood Awards Rules Oct 15, 2014:
If an SPG Member fails to cancel a guaranteed SPG Award reservation within the permitted cancellation time, the SPG Participating Hotel will charge the applicable cancellation fee to the credit card provided by the SPG Member at the time the reservation was made and the Starpoints that had been redeemed will be re-deposited into the SPG Member’s account. For Free Night Awards only, an SPG Member may request a refund of the applicable cancellation fees charged by forfeiting the portion of the Starpoints that he/she had redeemed for the SPG Award necessary to cover the applicable cancellation fees by emailing his/her request to [email protected] no later than 60 days after the reservation arrival date, provided that the SPG Member has adequate Starpoints in his/her account.