New Award stay Policy?-cancel within policy, charged full $ ?
May 4, 2019, 2:31 pm
#16
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
This thread along with the Aspen one is distressing.
It seems that the hotel is stating they will charge you for the entire stay in cash if you cancel your points reservation - though their verbiage is so confusing I can’t be certain.
I was curious what their policy is on cash stays and after reading the attached screenshot 10 times I still don’t understand it.
Is the penalty $980.64? (The deposit). The $879.84 they quote in the terms? Or “all the nights of your reservation” they state?
The last sentence could be read two ways:
1. The fee is for “the room charge plus tax” for all the nights of your reservation. Or
2. The fee is for the room charge plus “tax for all the nights of your reservation”
I hate the vague and contradictory language Marriott uses in their terms and conditions. If certainly reads as if it is intentionally designed to obfuscate.
If the penalty for canceling a points stay is higher than the penalty for canceling a paid stay that is a terrible precedent. And even if the penalties are identical- it is a major negative trend in points redemptions.
i am hoping there will be some official clarification from Marriott soon, because if this is a new policy that more hotels will be adopting it’s a game changer (and not the good kind)
It seems that the hotel is stating they will charge you for the entire stay in cash if you cancel your points reservation - though their verbiage is so confusing I can’t be certain.
I was curious what their policy is on cash stays and after reading the attached screenshot 10 times I still don’t understand it.
Is the penalty $980.64? (The deposit). The $879.84 they quote in the terms? Or “all the nights of your reservation” they state?
The last sentence could be read two ways:
1. The fee is for “the room charge plus tax” for all the nights of your reservation. Or
2. The fee is for the room charge plus “tax for all the nights of your reservation”
I hate the vague and contradictory language Marriott uses in their terms and conditions. If certainly reads as if it is intentionally designed to obfuscate.
If the penalty for canceling a points stay is higher than the penalty for canceling a paid stay that is a terrible precedent. And even if the penalties are identical- it is a major negative trend in points redemptions.
i am hoping there will be some official clarification from Marriott soon, because if this is a new policy that more hotels will be adopting it’s a game changer (and not the good kind)
Last edited by damon88; May 6, 2019 at 9:45 pm
May 4, 2019, 6:28 pm
#17
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Does "only credit cards" mean that someone who doesn't have a credit card--for example, someone who uses debit cards--can never redeem Bonvoy points?
May 4, 2019, 9:59 pm
#18
Moderator: Mileage Run, InterContinental Hotels
Join Date: May 2004
Posts: 5,912
If the option is given of giveup the points or get charged then this is fair. However as this isn't the case then this is simply a policy which shows Marriott for its true colours, to say its Nasty is an understatement, frankly its disgusting and gives me another reason not to trust Marriott one little bit!
Canceling your reservation before 6:00 PM (local hotel time) on Thursday, 23 May, 2019 will result in no charge. Canceling your reservation after 6:00 PM (local hotel time) on 23 May, 2019, or failing to show, will result in a charge of 1 night per room to your credit card. Taxes may apply. Failing to call or show before check-out time after the first night of a reservation will result in cancellation of the remainder of your reservation.
May 4, 2019, 10:40 pm
#19
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But the IHG language you quote only imposes a one-night penalty. I agree that is common across chains.
What various Marriott properties are now doing is taking a deposit for the full length of stay - i.e., 5 night stay = 5 nights rack rate deposit, all of which is forfeited if there's a cancel. That's orders of magnitude more punitive than a one-night charge.
What various Marriott properties are now doing is taking a deposit for the full length of stay - i.e., 5 night stay = 5 nights rack rate deposit, all of which is forfeited if there's a cancel. That's orders of magnitude more punitive than a one-night charge.
May 5, 2019, 1:33 am
#20
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 2,183
But the IHG language you quote only imposes a one-night penalty. I agree that is common across chains.
What various Marriott properties are now doing is taking a deposit for the full length of stay - i.e., 5 night stay = 5 nights rack rate deposit, all of which is forfeited if there's a cancel. That's orders of magnitude more punitive than a one-night charge.
What various Marriott properties are now doing is taking a deposit for the full length of stay - i.e., 5 night stay = 5 nights rack rate deposit, all of which is forfeited if there's a cancel. That's orders of magnitude more punitive than a one-night charge.
May 5, 2019, 5:05 am
#22
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May 5, 2019, 5:17 am
#23
Join Date: Nov 2011
Location: Virginia
Programs: HHonors Gold, IHG Platinum, Marriott nobody
Posts: 470
Isn't Lake Tahoe within the U.S.? Why do that hotel writes like someone who does not speak English as a native language?
"Within policy" - What does that even mean in the context of a cancellation policy, and why do we have to guess? To me, "within policy" may mean I can cancel before the cancellation deadline.
"Within policy" - What does that even mean in the context of a cancellation policy, and why do we have to guess? To me, "within policy" may mean I can cancel before the cancellation deadline.
May 5, 2019, 5:28 am
#25
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Join Date: Mar 2013
Programs: DL PM, MR Titanium/LTP, Hilton Diamond
Posts: 10,130
I don't like it one bit, it's as bad as the resort fees, but sadly Marriott isn't alone here.
Went to make a booking at the HH Niseko for next March in case the Hilton never opens up and they wanted full deposit within 24 hours with an unclear cancel policy (maybe 60 days?).
Wasn't about to put up a potentially non-refundable $2k deposit on my CC for an award stay.
Went to make a booking at the HH Niseko for next March in case the Hilton never opens up and they wanted full deposit within 24 hours with an unclear cancel policy (maybe 60 days?).
Wasn't about to put up a potentially non-refundable $2k deposit on my CC for an award stay.
May 5, 2019, 5:43 am
#26
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
Is this only for specific dates? On the app I am seeing according to the rate details that they will only charge the cash cancel penalty if you cancel within 7 days of arrival, however it does also say that award reservations require cash prepayments of the full amount.
It looks like all their cash rates are prepaid. IMO it appears they just copy and pasted the policy from cash stays onto award stays and it might be a mistake, but I guess with Marriott you never know these days.
Edit: Just noticed if you search without dates, it does show the phrase from OP (same thing at the famous St Regis Aspen, admittedly I haven’t read that whole thread). I’m amazed that someone would approve wording apparently for multiple hotels about “canceling within policy,” unless it actually does mean that award stays are non-refundable - but if so that would seem to directly contradict with the rate details when you go to make the reservation.
It looks like all their cash rates are prepaid. IMO it appears they just copy and pasted the policy from cash stays onto award stays and it might be a mistake, but I guess with Marriott you never know these days.
Edit: Just noticed if you search without dates, it does show the phrase from OP (same thing at the famous St Regis Aspen, admittedly I haven’t read that whole thread). I’m amazed that someone would approve wording apparently for multiple hotels about “canceling within policy,” unless it actually does mean that award stays are non-refundable - but if so that would seem to directly contradict with the rate details when you go to make the reservation.
Last edited by GoPhils; May 5, 2019 at 6:20 am
May 5, 2019, 7:14 am
#27
Join Date: Sep 2012
Location: NYC
Programs: DL DM; Marriott Ambasador Elite
Posts: 626
Does anyone know how Hilton’s policy compares? This could be the last straw for me. I only care about hotel loyalty programs for the points and for the upgrades, which have been spotty at best even as an AE this year (one suite upgrade out of 33 nights so far this year). I run a consulting practice, my wife is an investment banker, and sometimes things change on short notice. If they are imposing steep financial penalties for having to cancel points stays, the points are meaningless to me. I’d rather just book in cash where at most one night’s rate is at risk.
May 5, 2019, 8:21 am
#28
Join Date: Nov 2011
Location: Virginia
Programs: HHonors Gold, IHG Platinum, Marriott nobody
Posts: 470
This is from a Hilton award stay in a few months: (So one night BAR in cash if no show, or cancel within two days before arriva)
Points will be deducted from your balance and a Reward Certificate will be issued at the time of booking confirmation.
Reward value rates quoted apply and are only valid for arrival date and length of stay shown. A printed copy of this confirmation will include the Reward Confirmation ID required for check-in.
No-shows or cancellations of Reward Stay Reservations outside of the time frame set by the hotel's individual cancellation policy will be charged one night's room and tax at the hotel's Best Available Rate for that date.
Cancellation Policy
Free cancellation before 11:59pm local hotel time on xxx Sep 2019. (2 days before arrival)Points will be deducted from your balance and a Reward Certificate will be issued at the time of booking confirmation.
Reward value rates quoted apply and are only valid for arrival date and length of stay shown. A printed copy of this confirmation will include the Reward Confirmation ID required for check-in.
No-shows or cancellations of Reward Stay Reservations outside of the time frame set by the hotel's individual cancellation policy will be charged one night's room and tax at the hotel's Best Available Rate for that date.
May 5, 2019, 8:24 am
#29
Original Poster
Join Date: Jan 2011
Programs: Hyatt Globalist;Bonvoy Lifetime Titan ; Hilton DIA (amex); AA Plat
Posts: 221
Edit: Just noticed if you search without dates, it does show the phrase from OP (same thing at the famous St Regis Aspen, admittedly I haven’t read that whole thread). I’m amazed that someone would approve wording apparently for multiple hotels about “canceling within policy,” unless it actually does mean that award stays are non-refundable - but if so that would seem to directly contradict with the rate details when you go to make the reservation.
May 5, 2019, 8:31 am
#30
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
Note: I just checked from a PC, and do see the "if cancelled within the cancellation policy" nonsense up top, interesting that that is not clear on the app.