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
Apr 4, 2019, 12:52 pm
#601
Join Date: Jan 2003
Location: San Francisco, CA
Posts: 1,394
WIll be curious to hear how they addressed your written T&Cs from booking that allowed for forfeiture of points...
Apr 4, 2019, 12:54 pm
#602
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,622
I have empathy for business owners who are running on thin margins and have to make customer service decisions that cost them money. It's difficult to side with a customer when you are trying to make payroll and pay down your loans, especially if the terms and conditions are on your side. I would guess that isn't the case here.
Apr 4, 2019, 4:40 pm
#603
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
I am shocked to read that a St Regis would play games like this, and to this length.
Hang in there.
Apr 4, 2019, 5:05 pm
#604
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,220
What a sleazy, slimeball outfit.
Apr 4, 2019, 5:35 pm
#605
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,110
I'll go back & read the thread, but will post here a question (and edit the post if it's already been mentioned). Has the OP at this point considered contacting the Colorado Attorney General to lodge a complaint? If the property & MAR are being such jerks, this is one of the few times I'd say heck yeah, flag it up the legal tentpole.
BTW - the comment about just checking in digitally (aka, mobile check in) this wouldn't have happened is pure bunk. Unless one is at a mobile key property, literally all that mobile check-in does is give a heads up to the hotel you're arriving, what time, & anything you asked for, to make the keys so the guest doesn't have to wait. The property still has to physically check in the mobile check ins. If a mobile check-in doesn't show by night audit, they're a GNS (guaranteed no-show, aka, they'll charge the credit card on file for the first night).
I mentioned this to my friend who works at a MAR property (obviously not the St. Regis) & his mouth literally dropped open when I told him about this. I saw him about a week later & he said the regional VP (franchise co) was visiting his property & he mentioned this scenario to her over a cup of coffee & even she was flabbergasted, said they'd never do something like that.
Cheers.
BTW - the comment about just checking in digitally (aka, mobile check in) this wouldn't have happened is pure bunk. Unless one is at a mobile key property, literally all that mobile check-in does is give a heads up to the hotel you're arriving, what time, & anything you asked for, to make the keys so the guest doesn't have to wait. The property still has to physically check in the mobile check ins. If a mobile check-in doesn't show by night audit, they're a GNS (guaranteed no-show, aka, they'll charge the credit card on file for the first night).
I mentioned this to my friend who works at a MAR property (obviously not the St. Regis) & his mouth literally dropped open when I told him about this. I saw him about a week later & he said the regional VP (franchise co) was visiting his property & he mentioned this scenario to her over a cup of coffee & even she was flabbergasted, said they'd never do something like that.
Cheers.
Apr 4, 2019, 5:53 pm
#606
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
The hotel, as a single property, can re-flag and rename, and do a lot of other things.
Marriott, as a corporate, does care about customer services.
Apr 4, 2019, 7:33 pm
#607
Join Date: Aug 2011
Programs: Hilton Honors Diamond, IHG Spire, Marriott Titanium, Wyndham Diamond, Caesar's Diamond
Posts: 536
Hey moondog,
They hit his card for $1113 times two rooms, not $30,000. post #1 "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." But totally agree that if it was $30K.....
Also lurker said it was his opinion,, both
" think you're reading what you want to into it. A request is just that...a request. A request can be honored or denied. That is the nature of a request, isn't it? Or does every request get honored and I missed the memo on that? William R. Sanders
Social Media Specialist Starwood Hotels & Resorts Worldwide" and then later that he thought a request had to be followed, but later he said it was his opinion.
But hints for the future: if you know you are going to arrive after the cut-off time, but still way before the check-in time (as did OP) - tell the hotel to check you in so that the room is available. Personally I do not understand the conversation the OP had with the manager when he called.and said he would be late. Did he not request to be checked in? Most hotels record conversations "for quality improvement" - (and Colorado is a one-party consent state) -- I would ask if that conversation was recorded.
I would ask you all to look at this a different way. If your company was going to sell a product to a customer and at hughly discounted rate and you held you last product for him. Somebody else wanted to buy it at rack price, but you were holding it for customer #1 and then customer #1 decided not to buy it for whatever reason, what would your response be
They hit his card for $1113 times two rooms, not $30,000. post #1 "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." But totally agree that if it was $30K.....
Also lurker said it was his opinion,, both
" think you're reading what you want to into it. A request is just that...a request. A request can be honored or denied. That is the nature of a request, isn't it? Or does every request get honored and I missed the memo on that? William R. Sanders
Social Media Specialist Starwood Hotels & Resorts Worldwide" and then later that he thought a request had to be followed, but later he said it was his opinion.
But hints for the future: if you know you are going to arrive after the cut-off time, but still way before the check-in time (as did OP) - tell the hotel to check you in so that the room is available. Personally I do not understand the conversation the OP had with the manager when he called.and said he would be late. Did he not request to be checked in? Most hotels record conversations "for quality improvement" - (and Colorado is a one-party consent state) -- I would ask if that conversation was recorded.
I would ask you all to look at this a different way. If your company was going to sell a product to a customer and at hughly discounted rate and you held you last product for him. Somebody else wanted to buy it at rack price, but you were holding it for customer #1 and then customer #1 decided not to buy it for whatever reason, what would your response be
Apr 4, 2019, 11:53 pm
#608
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
you might want to read https://www.flyertalk.com/articles/1...the-worst.html
(btw according to this article there are 110 million open cases!)
Last edited by estnet; Apr 5, 2019 at 7:49 am
Apr 5, 2019, 12:23 am
#609
A FlyerTalk Posting Legend
Join Date: Dec 2000
Location: Shanghai
Posts: 42,033
Apologies for not responding to you directly, but this thread is kind of long:
1. I agree that stalking you is completely out of bounds
2. Thanks to your posts, I have a better understanding of the property's POV
3. I agree that not getting compensated for a $1000 product would anger any business owner
4. That having been said, the OP's contract did not permit cash charges in any way, shape, or form
5. The intelligent solution would be for Marriott to take his points, and pay the property based on the contracted amount
6. If those guys can't figure out a middle ground, the OP will simply roast them in the event he decides to go the legal angle
Apr 5, 2019, 12:36 am
#610
Join Date: Jan 2014
Programs: Amtrak Guest Rewards (SE), Virgin America Elevate, Hyatt Gold Passport (Platinum), VIA Preference
Posts: 3,134
@Gadot:
Apologies for not responding to you directly, but this thread is kind of long:
1. I agree that stalking you is completely out of bounds
2. Thanks to your posts, I have a better understanding of the property's POV
3. I agree that not getting compensated for a $1000 product would anger any business owner
4. That having been said, the OP's contract did not permit cash charges in any way, shape, or form
5. The intelligent solution would be for Marriott to take his points, and pay the property based on the contracted amount
6. If those guys can't figure out a middle ground, the OP will simply roast them in the event he decides to go the legal angle
Apologies for not responding to you directly, but this thread is kind of long:
1. I agree that stalking you is completely out of bounds
2. Thanks to your posts, I have a better understanding of the property's POV
3. I agree that not getting compensated for a $1000 product would anger any business owner
4. That having been said, the OP's contract did not permit cash charges in any way, shape, or form
5. The intelligent solution would be for Marriott to take his points, and pay the property based on the contracted amount
6. If those guys can't figure out a middle ground, the OP will simply roast them in the event he decides to go the legal angle
A few years ago I had a private exchange with the head of another award program, and we discussed the adversarial nature of business/customer relations. Inherently, the customer wants to get more for their money; the business wants to get more of their money. In this case, it seems like something got badly crossed up with the St. Regis' management (they probably misread what they could do going forward as what they could also do retroactively) and they got way too froggy on their side of the relationship.
Apr 5, 2019, 6:10 am
#612
Suspended
Join Date: Feb 2019
Location: Buffalo, but live from suitcase
Programs: Delta, AA, Marriott
Posts: 240
Moondog and Gray.
Moondog Thanks - many of my posts in other threads have been tagged.
As I understand it, OPs contract did state that points would be reversed, and cash charged but he could request reverse. As I said, I think the hotel blew it and not what mine would have done. But they did follow the Marriott rules. And I believe the cash cancellation notes states "that night's rate" and the point said applicable which would be the same. I don't believe he has a legal angle, but someone who got burned by a cup of McDonald's coffee won....
My question is: Marriott has had those rules for long time. SPG sold to them and ? agreed with new rules? Should not you all be pissed at SPG and not Marriott. Yes Marriott is the big dog now, but it was SPG who sold you out? And with a no-show, the computer eliminates the entire stay. Thankfully this did not happen to them so at least the hotel had some respect.
We all agree that SR Aspen really blew it - esp with the multiple contacts. But I will defend Marriott. They followed their rules. This story is "one" cancellation. But it is probably not the only one the hotel had for that night - both within the window, last minute, no-shows, etc. Do they let them all off the hook? I think you all would agree they should not. Should they let someone who calls several times, trys to get there and does 30 min after cut-off time off the hook-- I think we all agree they should have.
Moondog Thanks - many of my posts in other threads have been tagged.
As I understand it, OPs contract did state that points would be reversed, and cash charged but he could request reverse. As I said, I think the hotel blew it and not what mine would have done. But they did follow the Marriott rules. And I believe the cash cancellation notes states "that night's rate" and the point said applicable which would be the same. I don't believe he has a legal angle, but someone who got burned by a cup of McDonald's coffee won....
My question is: Marriott has had those rules for long time. SPG sold to them and ? agreed with new rules? Should not you all be pissed at SPG and not Marriott. Yes Marriott is the big dog now, but it was SPG who sold you out? And with a no-show, the computer eliminates the entire stay. Thankfully this did not happen to them so at least the hotel had some respect.
We all agree that SR Aspen really blew it - esp with the multiple contacts. But I will defend Marriott. They followed their rules. This story is "one" cancellation. But it is probably not the only one the hotel had for that night - both within the window, last minute, no-shows, etc. Do they let them all off the hook? I think you all would agree they should not. Should they let someone who calls several times, trys to get there and does 30 min after cut-off time off the hook-- I think we all agree they should have.
Apr 5, 2019, 7:54 am
#614
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,643
Moondog and Gray.
Moondog Thanks - many of my posts in other threads have been tagged.
As I understand it, OPs contract did state that points would be reversed, and cash charged but he could request reverse. As I said, I think the hotel blew it and not what mine would have done.
Moondog Thanks - many of my posts in other threads have been tagged.
As I understand it, OPs contract did state that points would be reversed, and cash charged but he could request reverse. As I said, I think the hotel blew it and not what mine would have done.
But they did follow the Marriott rules. And I believe the cash cancellation notes states "that night's rate" and the point said applicable which would be the same. I don't believe he has a legal angle, but someone who got burned by a cup of McDonald's coffee won....
My question is: Marriott has had those rules for long time. SPG sold to them and ? agreed with new rules? Should not you all be pissed at SPG and not Marriott. Yes Marriott is the big dog now, but it was SPG who sold you out? And with a no-show, the computer eliminates the entire stay. Thankfully this did not happen to them so at least the hotel had some respect.
We all agree that SR Aspen really blew it - esp with the multiple contacts.
But I will defend Marriott. They followed their rules. This story is "one" cancellation. But it is probably not the only one the hotel had for that night - both within the window, last minute, no-shows, etc. Do they let them all off the hook? I think you all would agree they should not. Should they let someone who calls several times, trys to get there and does 30 min after cut-off time off the hook-- I think we all agree they should have.
Apr 5, 2019, 9:05 am
#615
Join Date: Sep 2010
Location: NYC
Programs: Delta DM, 2MM
Posts: 1,254
