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 25, 2019, 6:40 am
#481
Original Poster
Join Date: Sep 2015
Posts: 31
Completely unresolved! So far, I have only been contacted by the hotel manager (in reply to my email to her) and she maintains that they are "unable at this time to refund this fee."
As for Marriott generally, no one has followed up with me to date. To recap, I have telephoned Marriott Platinum line and opened a case on this on 3/13/19. I followed up this call with an email providing all documentation and facts. Additionally, I emailed [email protected] on 3/13/19 in accord with my initial booking terms to specify that any "no show" charges be switched to a forfeiture of points. Another case was opened by Marriott in relation to this email but I have heard nothing further. Finally, I contacted a Lurker on 3/14/19 directly per advice received in this thread, received a reply on 3/15/19 that this was received (and that my "case" was found for this issue, etc.) and told I should hear from someone within 5 business days (i.e., by 3/22/19) but so far I have not. I am losing faith in Marriott to do anything with this. Very disappointing.
As for Marriott generally, no one has followed up with me to date. To recap, I have telephoned Marriott Platinum line and opened a case on this on 3/13/19. I followed up this call with an email providing all documentation and facts. Additionally, I emailed [email protected] on 3/13/19 in accord with my initial booking terms to specify that any "no show" charges be switched to a forfeiture of points. Another case was opened by Marriott in relation to this email but I have heard nothing further. Finally, I contacted a Lurker on 3/14/19 directly per advice received in this thread, received a reply on 3/15/19 that this was received (and that my "case" was found for this issue, etc.) and told I should hear from someone within 5 business days (i.e., by 3/22/19) but so far I have not. I am losing faith in Marriott to do anything with this. Very disappointing.
Mar 25, 2019, 6:40 am
#482
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
I think it’s you that doesn’t understand. Hotels will typically hold funds at check in and then actually charge the card at checkout. This is why you can actually change your method of payment at checkout if you want.
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 25, 2019, 6:43 am
#483
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,026
Thanks for the update. Much appreciated. ^
Folks,
Just a note to emphasise that FT works best when posters make own their point, then allow others to make theirs too.
That's why there's a "Disrupting a forum by repetitively posting comments of the same general theme …is... disruptive posting and not permitted" rule.
Posters to this thread are kindly requested to note this rule.
Thank you
The mod team
Folks,
Just a note to emphasise that FT works best when posters make own their point, then allow others to make theirs too.
That's why there's a "Disrupting a forum by repetitively posting comments of the same general theme …is... disruptive posting and not permitted" rule.
Posters to this thread are kindly requested to note this rule.
Thank you
The mod team
Mar 25, 2019, 6:45 am
#484
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
Completely unresolved! So far, I have only been contacted by the hotel manager (in reply to my email to her) and she maintains that they are "unable at this time to refund this fee."
As for Marriott generally, no one has followed up with me to date. To recap, I have telephoned Marriott Platinum line and opened a case on this on 3/13/19. I followed up this call with an email providing all documentation and facts. Additionally, I emailed [email protected] on 3/13/19 in accord with my initial booking terms to specify that any "no show" charges be switched to a forfeiture of points. Another case was opened by Marriott in relation to this email but I have heard nothing further. Finally, I contacted a Lurker on 3/14/19 directly per advice received in this thread, received a reply on 3/15/19 that this was received (and that my "case" was found for this issue, etc.) and told I should hear from someone within 5 business days (i.e., by 3/22/19) but so far I have not. I am losing faith in Marriott to do anything with this. Very disappointing.
As for Marriott generally, no one has followed up with me to date. To recap, I have telephoned Marriott Platinum line and opened a case on this on 3/13/19. I followed up this call with an email providing all documentation and facts. Additionally, I emailed [email protected] on 3/13/19 in accord with my initial booking terms to specify that any "no show" charges be switched to a forfeiture of points. Another case was opened by Marriott in relation to this email but I have heard nothing further. Finally, I contacted a Lurker on 3/14/19 directly per advice received in this thread, received a reply on 3/15/19 that this was received (and that my "case" was found for this issue, etc.) and told I should hear from someone within 5 business days (i.e., by 3/22/19) but so far I have not. I am losing faith in Marriott to do anything with this. Very disappointing.
Mar 25, 2019, 12:41 pm
#485
Join Date: Aug 2012
Location: Dreamland
Posts: 927
Its amazing. I have a point reservation here for the summer. After I saw OMAAT tweet and Gary at VFTW follow up, I checked my reservation and saw 30 days / $10,000 policy on a "follow up" email from their reservations team (not the confirm email). This is a 5 night stay. I'm well outside 30 days, but following this closely... the communication and ultimate resolution (which it appears is taking way too long).
Like others have said, there are other options, and while I got a good points deal, really do want to vote with my wallet, but waiting to see how this plays out. (And hoping that posting here, along with a tweet of mine, resonates up the chains and they see how this is affecting spending/consumer behavior, i hope)
Like others have said, there are other options, and while I got a good points deal, really do want to vote with my wallet, but waiting to see how this plays out. (And hoping that posting here, along with a tweet of mine, resonates up the chains and they see how this is affecting spending/consumer behavior, i hope)
Mar 25, 2019, 12:47 pm
#486
Join Date: Jan 2010
Posts: 698
Its amazing. I have a point reservation here for the summer. After I saw OMAAT tweet and Gary at VFTW follow up, I checked my reservation and saw 30 days / $10,000 policy on a "follow up" email from their reservations team (not the confirm email). This is a 5 night stay. I'm well outside 30 days, but following this closely... the communication and ultimate resolution (which it appears is taking way too long).
Like others have said, there are other options, and while I got a good points deal, really do want to vote with my wallet, but waiting to see how this plays out. (And hoping that posting here, along with a tweet of mine, resonates up the chains and they see how this is affecting spending/consumer behavior, i hope)
Like others have said, there are other options, and while I got a good points deal, really do want to vote with my wallet, but waiting to see how this plays out. (And hoping that posting here, along with a tweet of mine, resonates up the chains and they see how this is affecting spending/consumer behavior, i hope)
LOL
what are these guys smoking?
Mar 25, 2019, 1:10 pm
#487
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,399
Its amazing. I have a point reservation here for the summer. After I saw OMAAT tweet and Gary at VFTW follow up, I checked my reservation and saw 30 days / $10,000 policy on a "follow up" email from their reservations team (not the confirm email). This is a 5 night stay. I'm well outside 30 days, but following this closely... the communication and ultimate resolution (which it appears is taking way too long).
Like others have said, there are other options, and while I got a good points deal, really do want to vote with my wallet, but waiting to see how this plays out. (And hoping that posting here, along with a tweet of mine, resonates up the chains and they see how this is affecting spending/consumer behavior, i hope)
Like others have said, there are other options, and while I got a good points deal, really do want to vote with my wallet, but waiting to see how this plays out. (And hoping that posting here, along with a tweet of mine, resonates up the chains and they see how this is affecting spending/consumer behavior, i hope)
You should be sure to check now and document the price the hotel is currently asking for your exact room type on your exact dates. For a stay during the summer, I suspect that $2000 would be several times the rate for a normal room, although it might be the going rate for a suite in the summer.
Mar 25, 2019, 1:31 pm
#488
Join Date: Aug 2012
Location: Dreamland
Posts: 927
You should be sure to check now and document the price the hotel is currently asking for your exact room type on your exact dates. For a stay during the summer, I suspect that $2000 would be several times the rate for a normal room, although it might be the going rate for a suite in the summer.
From email
Current rates on that date w/ no penalty (deluxe is our room type)
Mar 25, 2019, 2:29 pm
#490
Join Date: Jan 2010
Posts: 698
So? $10k cancellation is very punitive. At worst it should be equal to the rate of the room. So $5k? They arent losing anything that way. If they resell the room then they are actually coming out way ahead.
Mar 25, 2019, 3:55 pm
#491
Join Date: Aug 2018
Posts: 902
In SPG times cancellation penalties for award bookings were based on the SPG50 rate plan and not on whichever was the going BAR for the room booked. SPG50 at $2,000.00 seems pretty reasonable if BAR is $1,000.00.
Mar 25, 2019, 4:00 pm
#492
Join Date: Apr 2011
Location: Quebec and Ontario, Canada
Programs: AC*E50, SPG/Marriott Plat
Posts: 1,917
Mar 25, 2019, 4:25 pm
#493
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
Not that in mattered in SPG times since you were guaranteed to be able to forfeit points instead of paying the cancellation fee which is the logical thing to do.
Mar 25, 2019, 4:58 pm
#494
Join Date: Jan 2003
Location: San Francisco, CA
Posts: 1,394
There was a long time when the SPG program would not allow a forfeiture of points for a cancellation or no-show. I still to this day remember booking a room at the St Regis in New York around 2002 or 2003 over the phone and being told if i didn't show up i'd have to pay $865, which when you're in your mid-20s is a big deal. I also remember that there was much discussion and relief when starwood did start officially allowing points forfeiture. That was also a big deal, although i cannot recall the timeframe when that happened. But it's not like SPG always had this more customer-friendly approach.
Mar 25, 2019, 6:40 pm
#495
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,218
I was not referring to the cancellation charge which I agree is outrageous, punitive and unnecessary. My comment was in regard to why a reservation at that time (summer) was so high - I believed it was because it included the holiday.