No-show charge for cancelled (and confirmed as cancelled) reservation.
Mar 25, 2019, 6:16 am
#1
Moderator: British Airways Executive Club, Marriott Bonvoy
Original Poster
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,032
No-show charge for cancelled (and confirmed as cancelled) reservation.
Colleague cancelled a Friday-evening reservation at a Sheraton on the Thursday morning, and received a cancellation confirmation email.
On the Sunday (yesterday), she noticed a charge on her credit card. The hotel had, without any notification to her, processed her reservation as a no-show.
She contacted the hotel, who checked and told her that the cancellation had 'not reached them'. She's been promised a refund.
On the Friday, she cancelled a Sunday-evening reservation at a different Sheraton, and received a cancellation confirmation email. On the Sunday, she noticed that the reservation was still showing as confirmed on the website and on the app. She called the hotel to check this and to say she wasn't coming that evening, and was told she still had a live reservation. Hotel promised to cancel without charge if the cancellation email was forwarded to them.
Not processing legitimate cancellations and then charging guests as no-shows is bad, really bad. Way beyond 'noise'.
Check your cancellations carefully.
On the Sunday (yesterday), she noticed a charge on her credit card. The hotel had, without any notification to her, processed her reservation as a no-show.
She contacted the hotel, who checked and told her that the cancellation had 'not reached them'. She's been promised a refund.
On the Friday, she cancelled a Sunday-evening reservation at a different Sheraton, and received a cancellation confirmation email. On the Sunday, she noticed that the reservation was still showing as confirmed on the website and on the app. She called the hotel to check this and to say she wasn't coming that evening, and was told she still had a live reservation. Hotel promised to cancel without charge if the cancellation email was forwarded to them.
Not processing legitimate cancellations and then charging guests as no-shows is bad, really bad. Way beyond 'noise'.
Check your cancellations carefully.
Mar 25, 2019, 6:19 am
#2
Join Date: Feb 2008
Location: In the air
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Posts: 8,720
If this combination of awkward mistakes and unreliable customer service continues I can see the EU opening a case against Marriott in the not too distant future. Companies have quite a high duty not to accidentally rip off their customers or to add hidden, phantom or unreasonable fees.
Last edited by EuropeanPete; Mar 25, 2019 at 8:01 am
Mar 25, 2019, 7:56 am
#3
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,198
Fed up with Marriott, I cancelled a stay at the St. Regis Istanbul for this week and next and switched to Park Hyatt (originally only booked STR, then later split it into 2, now cancelled STR completely aside from 1 night as one certificate). I cancelled on the APP and got a confirmation email of cancellation. The next day I was looking at my APP and noticed that the reservation was still in my upcoming reservations. I cancelled again. So far it is showing as cancelled. But I emailed the hotel manger of the STR directly saying I would only come for 1 night to ensure I have a digital/ paper record.
There must be another round of IT crap hitting the system. I really miss Starwood.
There must be another round of IT crap hitting the system. I really miss Starwood.
Mar 25, 2019, 8:00 am
#4
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PSA: Always keep the original reservation confirmation email showing the original cancellation deadline and then the cancellation email until a couple months after your scheduled departure, just in case a no show fee appears later on your credit card.
Mar 25, 2019, 8:13 am
#5
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
Same thing here. Reservation for this evening was cancelled a week ago. Email with cancellation number received. Verified rez moved to cancellation list.
Received an alert from my credit card that the hotel processed a charge without card present. Also received a notification from Marriott reminding me to OLCI.
Just got got off the phone with both hotel and Marriott customer service. Hotel front desk says rez shows active in their system. I provided cancellation number and she agreed to withdraw the credit card charge.
Marriott CSR said she’s never heard of this. Agreed crazy. To investigate but call was dropped after she placed me on hold.
Tried to call my Ambassador... line went to vm. Tried to access general Ambassador pool.. transfers, rings once, says please hold then dead air.
This is ridiculous
Received an alert from my credit card that the hotel processed a charge without card present. Also received a notification from Marriott reminding me to OLCI.
Just got got off the phone with both hotel and Marriott customer service. Hotel front desk says rez shows active in their system. I provided cancellation number and she agreed to withdraw the credit card charge.
Marriott CSR said she’s never heard of this. Agreed crazy. To investigate but call was dropped after she placed me on hold.
Tried to call my Ambassador... line went to vm. Tried to access general Ambassador pool.. transfers, rings once, says please hold then dead air.
This is ridiculous
Mar 25, 2019, 8:17 am
#6
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Location: Minneapolis: DL DM charter 2.3MM
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Posts: 100,413
Same thing here. Reservation for this evening was cancelled a week ago. Email with cancellation number received. Verified rez moved to cancellation list.
Received an alert from my credit card that the hotel processed a charge without card present. Also received a notification from Marriott reminding me to OLCI.
Just got got off the phone with both hotel and Marriott customer service. Hotel front desk says rez shows active in their system. I provided cancellation number and she agreed to withdraw the credit card charge.
Marriott CSR said she’s never heard of this. Agreed crazy. To investigate but call was dropped after she placed me on hold.
Tried to call my Ambassador... line went to vm. Tried to access general Ambassador pool.. transfers, rings once, says please hold then dead air.
This is ridiculous
Received an alert from my credit card that the hotel processed a charge without card present. Also received a notification from Marriott reminding me to OLCI.
Just got got off the phone with both hotel and Marriott customer service. Hotel front desk says rez shows active in their system. I provided cancellation number and she agreed to withdraw the credit card charge.
Marriott CSR said she’s never heard of this. Agreed crazy. To investigate but call was dropped after she placed me on hold.
Tried to call my Ambassador... line went to vm. Tried to access general Ambassador pool.. transfers, rings once, says please hold then dead air.
This is ridiculous
A couple days ago I was consistently getting the voicemail answer, call apparently transferred, about half a dozen rings, then hang up routine when calling both general ambassador (800 and 866) numbers.
What happens if you call the number for your own Ambassador (knowing that he/she isn't presently in office) and then instead of leaving a voicemail message, hit the button to be transferred to the Ambassador team?
What happens if you call the number for your own Ambassador (knowing that he/she isn't presently in office) and then instead of leaving a voicemail message, hit the button to be transferred to the Ambassador team?
Mar 25, 2019, 8:21 am
#7
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
A couple days ago I was consistently getting the voicemail answer, call apparently transferred, about half a dozen rings, then hang up routine when calling both general ambassador (800 and 866) numbers.
What happens if you call the number for your own Ambassador (knowing that he/she isn't presently in office) and then instead of leaving a voicemail message, hit the button to be transferred to the Ambassador team?
What happens if you call the number for your own Ambassador (knowing that he/she isn't presently in office) and then instead of leaving a voicemail message, hit the button to be transferred to the Ambassador team?
Call apparently transferred from my Ambassador line to general line, one ring, then dead air. Held on for almost a minute yet no one picked up nor did the system drop me. I hung up.
Mar 25, 2019, 8:28 am
#8
Join Date: Aug 2011
Programs: Hilton Honors Diamond, IHG Spire, Marriott Titanium, Wyndham Diamond, Caesar's Diamond
Posts: 536
Colleague cancelled a Friday-evening reservation at a Sheraton on the Thursday morning, and received a cancellation confirmation email.
On the Sunday (yesterday), she noticed a charge on her credit card. The hotel had, without any notification to her, processed her reservation as a no-show.
She contacted the hotel, who checked and told her that the cancellation had 'not reached them'. She's been promised a refund.
On the Friday, she cancelled a Sunday-evening reservation at a different Sheraton, and received a cancellation confirmation email. On the Sunday, she noticed that the reservation was still showing as confirmed on the website and on the app. She called the hotel to check this and to say she wasn't coming that evening, and was told she still had a live reservation. Hotel promised to cancel without charge if the cancellation email was forwarded to them.
Not processing legitimate cancellations and then charging guests as no-shows is bad, really bad. Way beyond 'noise'.
Check your cancellations carefully.
On the Sunday (yesterday), she noticed a charge on her credit card. The hotel had, without any notification to her, processed her reservation as a no-show.
She contacted the hotel, who checked and told her that the cancellation had 'not reached them'. She's been promised a refund.
On the Friday, she cancelled a Sunday-evening reservation at a different Sheraton, and received a cancellation confirmation email. On the Sunday, she noticed that the reservation was still showing as confirmed on the website and on the app. She called the hotel to check this and to say she wasn't coming that evening, and was told she still had a live reservation. Hotel promised to cancel without charge if the cancellation email was forwarded to them.
Not processing legitimate cancellations and then charging guests as no-shows is bad, really bad. Way beyond 'noise'.
Check your cancellations carefully.
Mar 25, 2019, 10:25 am
#9
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Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,110
Yeah Marriott IT 
Everyone's online file folders are going to be full of back-up documentation re: ressies, cancels, etc, to provide as proof when stuff like this happens.
Cheers.
Everyone's online file folders are going to be full of back-up documentation re: ressies, cancels, etc, to provide as proof when stuff like this happens.Cheers.
Mar 25, 2019, 1:14 pm
#10
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
Can those being affected by this obvious IT issue to verify
1) Are the cancellations going thru App, versus going thru computer?
2) Are the properties all former SPG properties or there are also Marriott legacy properties involved?
We need to narrow down the issues so we can play defensively, i.e. if the dropped links are due to App then we need to do cancellation thru a computer. If only SPG properties having issues, then we can conclude that the integration with SPG properties is still in flux on the App.
If both sides are having the issues, and all these cancellations are thru the App, then we can conclude the App is not reliable and better use a computer to do the cancellation. (actually IIRC reading in the past App confirmed reservation but hotel did not have records.)
For as much as the convenience it brings, App seems not as reliable as going thru the browser / website route via computer.
Please confirm the method you canceled the reservations, as well as the property being SPG or Marrriott.
Thanks a lot.
1) Are the cancellations going thru App, versus going thru computer?
2) Are the properties all former SPG properties or there are also Marriott legacy properties involved?
We need to narrow down the issues so we can play defensively, i.e. if the dropped links are due to App then we need to do cancellation thru a computer. If only SPG properties having issues, then we can conclude that the integration with SPG properties is still in flux on the App.
If both sides are having the issues, and all these cancellations are thru the App, then we can conclude the App is not reliable and better use a computer to do the cancellation. (actually IIRC reading in the past App confirmed reservation but hotel did not have records.)
For as much as the convenience it brings, App seems not as reliable as going thru the browser / website route via computer.
Please confirm the method you canceled the reservations, as well as the property being SPG or Marrriott.
Thanks a lot.
Mar 25, 2019, 1:20 pm
#11
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I had a case recently where I made a refundable reservation several months ago and when I went to cancel about a month before my arrival date, the Marriott website showed it as nonrefundable after 24 hours in one place, but with the expected 48 hour cancellation policy elsewhere. This is a legacy MR property and everything was done on the full Marriott website on my desktop PC (not apple) in google Chrome.
This is the place that put a $1 charge (yes, an actual charge, not just a pre-authorization and not a pending charge) through on my credit card (a couple months after I made the reservation) and then cancelled the $1 charge a couple days later. I noticed it when I got the $1 credit email from AmEx. It was not just a credit authorization.
This is the place that put a $1 charge (yes, an actual charge, not just a pre-authorization and not a pending charge) through on my credit card (a couple months after I made the reservation) and then cancelled the $1 charge a couple days later. I noticed it when I got the $1 credit email from AmEx. It was not just a credit authorization.
Mar 25, 2019, 2:49 pm
#12
Join Date: Jul 2018
Programs: Aadvantage platinum; IHG Spire
Posts: 546
Not sure if it was your colleague, but I overheard someone in the Sheraton Heathrow lounge last night on the phone with a hotel for the exact same reason.
If it wasn’t your colleague, seems to be quite a common complaint.....
If it wasn’t your colleague, seems to be quite a common complaint.....
Mar 25, 2019, 4:48 pm
#14
Join Date: Dec 2009
Location: COS
Programs: UA Gold/1.5MM (several years running now!), Marriott LTTE, Hertz Prez
Posts: 1,899
Mar 25, 2019, 4:49 pm
#15
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Cheers.