Oct 1, 2020, 11:22 am
Last edit by: PTahCha
As of 1 October, 2020:
Per Marriott Bonvoy T&C, a Participating Property must be open and operational for the Ultimate Reservation Guarantee benefit/compensation to apply.
Per Marriott Bonvoy T&C, a Participating Property must be open and operational for the Ultimate Reservation Guarantee benefit/compensation to apply.
Hotel is walking me 4 weeks in advance--guidance on next steps appreciated
May 7, 2019, 12:16 pm
#1
Original Poster
Join Date: May 2017
Location: Denver, Colorado
Programs: Marriott Plat Elite, Southwest Companion
Posts: 36
Hotel is walking me 4 weeks in advance--guidance on next steps appreciated
Hello,
I would appreciate advice on what the Ultimate Reservation Guarantee policy should entail, as I presume this applies to my situation...
I am Platinum Elite. I made a 3 night stay many many months in advance (on points) at the Hotel de Berri in Paris. I have just received notice that they have some sort of buy-out on the hotel which is occurring during the upcoming reservation in 4 weeks.
My questions are:
a) I believe they should be paying in full for a new comparable hotel for those 3 nights, yes?
b) Am I entitled to being refunded my original points used, too?
c) And on top of the above, I am also entitled to an additional 90,000 points + $200?
I have never had this happen to me, so I am wondering if someone more knowledgeable would be able to shed light on this. I reviewed the T&C, but I wanted to make sure I am interpreting correctly.
The following is what the property tells me they will assist me with, but I believe I am entitled to more per the T&C, as I have asked above.
"If you wish, we can assist you by making a new booking to another Marriott hotels such as the Prince de Galles or Marriott Champs-Elysees. Both hotels are located close by to our property, they have indeed great locations too. However, as we do not have the access to book with your points directly somewhere else, we recommend you to book directly with your points by yourself. Then if you wish to do so, we will be able to cancel the booking with us for you.
Otherwise, we will be more than happy to assist you to book another hotel for you without using your points."
I would appreciate advice on what the Ultimate Reservation Guarantee policy should entail, as I presume this applies to my situation...
I am Platinum Elite. I made a 3 night stay many many months in advance (on points) at the Hotel de Berri in Paris. I have just received notice that they have some sort of buy-out on the hotel which is occurring during the upcoming reservation in 4 weeks.
My questions are:
a) I believe they should be paying in full for a new comparable hotel for those 3 nights, yes?
b) Am I entitled to being refunded my original points used, too?
c) And on top of the above, I am also entitled to an additional 90,000 points + $200?
I have never had this happen to me, so I am wondering if someone more knowledgeable would be able to shed light on this. I reviewed the T&C, but I wanted to make sure I am interpreting correctly.
The following is what the property tells me they will assist me with, but I believe I am entitled to more per the T&C, as I have asked above.
"If you wish, we can assist you by making a new booking to another Marriott hotels such as the Prince de Galles or Marriott Champs-Elysees. Both hotels are located close by to our property, they have indeed great locations too. However, as we do not have the access to book with your points directly somewhere else, we recommend you to book directly with your points by yourself. Then if you wish to do so, we will be able to cancel the booking with us for you.
Otherwise, we will be more than happy to assist you to book another hotel for you without using your points."
May 7, 2019, 12:30 pm
#2
FlyerTalk Evangelist
Join Date: Sep 2008
Location: Jersey Shore/YYZ
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Posts: 12,521
Seems like they're shirking their duty by saying "go book there".
I would not let them cancel anything - and make Customer Service/Corporate handle this for you.
I would not let them cancel anything - and make Customer Service/Corporate handle this for you.
May 7, 2019, 12:34 pm
#3
Join Date: Dec 2007
Location: SFO
Posts: 4,912
It’s not a walk by definition since it’s so far out.
i would expect Marriott corporate to find you something comparable or better without any additional points or cash. Don’t expect compensation or refund of points and be able to stay.
i would select something you want in the Marriott family of hotels and ask corporate to move you there as a wash...
i would expect Marriott corporate to find you something comparable or better without any additional points or cash. Don’t expect compensation or refund of points and be able to stay.
i would select something you want in the Marriott family of hotels and ask corporate to move you there as a wash...
May 7, 2019, 12:44 pm
#4
Original Poster
Join Date: May 2017
Location: Denver, Colorado
Programs: Marriott Plat Elite, Southwest Companion
Posts: 36
It’s not a walk by definition since it’s so far out.
i would expect Marriott corporate to find you something comparable or better without any additional points or cash. Don’t expect compensation or refund of points and be able to stay.
i would select something you want in the Marriott family of hotels and ask corporate to move you there as a wash...
i would expect Marriott corporate to find you something comparable or better without any additional points or cash. Don’t expect compensation or refund of points and be able to stay.
i would select something you want in the Marriott family of hotels and ask corporate to move you there as a wash...
I will reach out to corporate to see if this could be arranged.
May 7, 2019, 12:58 pm
#5
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
It’s not a walk by definition since it’s so far out.
i would expect Marriott corporate to find you something comparable or better without any additional points or cash. Don’t expect compensation or refund of points and be able to stay.
i would select something you want in the Marriott family of hotels and ask corporate to move you there as a wash...
i would expect Marriott corporate to find you something comparable or better without any additional points or cash. Don’t expect compensation or refund of points and be able to stay.
i would select something you want in the Marriott family of hotels and ask corporate to move you there as a wash...
Also, I believe the Berri is already a Category 8. So unless the OP booked it as a Category 7, once the 90,000 compensation + $200 is processed, he can ask them to rebook at that rate or issue points to his account to cover the difference.
Also, how many points per night did you pay for this hotel when you booked?
May 7, 2019, 1:07 pm
#6
Original Poster
Join Date: May 2017
Location: Denver, Colorado
Programs: Marriott Plat Elite, Southwest Companion
Posts: 36
May 7, 2019, 1:25 pm
#7
Join Date: Dec 2007
Location: SFO
Posts: 4,912
It doesn't need to be a walk on the day of arrival for the Ultimate Reservation Guarantee to apply. The only requirement is that your MR/Bonvoy # was included in the booking.
Also, I believe the Berri is already a Category 8. So unless the OP booked it as a Category 7, once the 90,000 compensation + $200 is processed, he can ask them to rebook at that rate or issue points to his account to cover the difference.
You qualify! Ask the hotel to pay out the Guarantee first, then file a case with phone support if they refuse for whatever reason. It doesn't say the walking/cancellation needs to occur on day of arrival. If someone is buying them out, then surely they knew these costs came with not honoring reservations.
Also, how many points per night did you pay for this hotel when you booked?
Also, I believe the Berri is already a Category 8. So unless the OP booked it as a Category 7, once the 90,000 compensation + $200 is processed, he can ask them to rebook at that rate or issue points to his account to cover the difference.
You qualify! Ask the hotel to pay out the Guarantee first, then file a case with phone support if they refuse for whatever reason. It doesn't say the walking/cancellation needs to occur on day of arrival. If someone is buying them out, then surely they knew these costs came with not honoring reservations.
Also, how many points per night did you pay for this hotel when you booked?
but I haven’t read about it happening this way.
i guess the ones I’ve read are delayed opening cases so maybe this is different. Hope it works out.
May 7, 2019, 1:35 pm
#8
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They should rebook the OP at one of the comparable nearby hotels at the original (lower) points rate. Just because the hotel won't honor the reservation doesn't mean its up to the OP to have to pay a higher rate to be inconvenienced and stay somewhere else.
May 7, 2019, 1:36 pm
#9
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
Hello,
I am Platinum Elite. I made a 3 night stay many many months in advance (on points) at the Hotel de Berri in Paris. I have just received notice that they have some sort of buy-out on the hotel which is occurring during the upcoming reservation in 4 weeks.
My questions are:
a) I believe they should be paying in full for a new comparable hotel for those 3 nights, yes?
b) Am I entitled to being refunded my original points used, too?
c) And on top of the above, I am also entitled to an additional 90,000 points + $200?
."
I am Platinum Elite. I made a 3 night stay many many months in advance (on points) at the Hotel de Berri in Paris. I have just received notice that they have some sort of buy-out on the hotel which is occurring during the upcoming reservation in 4 weeks.
My questions are:
a) I believe they should be paying in full for a new comparable hotel for those 3 nights, yes?
b) Am I entitled to being refunded my original points used, too?
c) And on top of the above, I am also entitled to an additional 90,000 points + $200?
."
The hotel not closed as they have a buyout - again still under t&c for Ultimate Reservation Guarantee
As btonkid say the walk is not have to be done at check in. Although in this case the time is 4 weeks ... which is quite far
As long as the reservation include member number and guaranteed by a credit card
If i read the t&c correctly, the compensation apply will be A and C
(if the hotel really have buyout for all 3 nights OP supposedly stay there)
There are no mention refund the paid/point for the stay as compensation.
The t&c only specify 2 things. (highlighted in red)
and the compensation is 90k points + usd 200
The t&c :
iii. Ultimate Reservation Guarantee. To be eligible, Member's Loyalty Program Member Number and a valid credit card number must be included with the reservation. If a Participating Property is unable to honor the reservation, it will pay for comparable accommodation nearby for the Elite Member that night and compensate the Member for the inconvenience. A Participating Property must be open and operational for the Ultimate Reservation Guarantee benefit/compensation to apply. At The Ritz-Carlton® and St. Regis Hotels, the Ultimate Reservation Guarantee only applies to Platinum Elite, Titanium Elite, and Ambassador Elite Members. The Ultimate Reservation Guarantee is offered at the following brands: The Ritz-Carlton®, St. Regis, EDITION®, The Luxury Collection, W Hotels, JW Marriott®, Marriott Hotels®, Sheraton, Delta Hotels®, Le Méridien, Westin, Autograph Collection® Hotels, Renaissance® Hotels, Tribute Portfolio, Gaylord Hotels®, Courtyard®, Four Points, SpringHill Suites®, Protea Hotels®, Fairfield by Marriott®, AC Hotels®, Aloft® Hotels, Moxy® Hotels, Residence Inn®, TownePlace Suites® and Element. The Ultimate Reservation Guarantee is not offered at the following brands: Design Hotels, Marriott Vacation Club, Marriott Grand Residence Club, and Vistana properties. Pursuant to section 4.1.c. if an Elite Member has a confirmed reservation, but is relocated from the property upon arrival, the Participating Property will pay the Ultimate Reservation Guarantee compensation in place on that date under the Program Rules. If an Elite Member receives Ultimate Reservation Guarantee compensation, then he/she is not eligible to receive additional Elite Benefits Guarantee compensation.
May 7, 2019, 1:45 pm
#10
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I'd negotiate for PdG, and insist on a refund of points if a lower category hotel is where the OP eventually stays.
The Marriott isn't similar except vaguely in terms of location, but I think it's tacky for the hotel to mention two alternatives and then say that they haven't bothered to check availability (but they'd be pleased to make you a reservation for the maximum amount of money I'm sure, with no attempt to find a good rate if you were to take this option).
Is the Westin available or it it gone/closed for renovations? IIRC there's also a W Opera.
BTW, I recall the SPG Lurker saying that it's not a walk if done in advance, so I'm not sure compensation applies under current Starriott rules, but the hotel should do something to make the OP happy about the situation. Management can't just cancel a confirmed reservation and do nothing.
Also BTW, OP should check for (cash) availability and be sure that the entire hotel really is being sold to a group for those nights. I'm not sure I would trust their word that they're not just selectively cancelling a few points bookings during a busy period in order to sell those rooms to the public at close to rack rate.
The Marriott isn't similar except vaguely in terms of location, but I think it's tacky for the hotel to mention two alternatives and then say that they haven't bothered to check availability (but they'd be pleased to make you a reservation for the maximum amount of money I'm sure, with no attempt to find a good rate if you were to take this option).
Is the Westin available or it it gone/closed for renovations? IIRC there's also a W Opera.
BTW, I recall the SPG Lurker saying that it's not a walk if done in advance, so I'm not sure compensation applies under current Starriott rules, but the hotel should do something to make the OP happy about the situation. Management can't just cancel a confirmed reservation and do nothing.
Also BTW, OP should check for (cash) availability and be sure that the entire hotel really is being sold to a group for those nights. I'm not sure I would trust their word that they're not just selectively cancelling a few points bookings during a busy period in order to sell those rooms to the public at close to rack rate.
May 7, 2019, 1:47 pm
#11
Join Date: Dec 2007
Location: SFO
Posts: 4,912
A Participating Property must be open and operational for the Ultimate Reservation Guarantee benefit/compensation to apply.
. Please report back.
May 7, 2019, 1:53 pm
#12
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The part that was quoted above says "is relocated from the hotel upon arrival." IIRC the rule usually means that the cost of the first night (not the entire stay) is covered, with a presumption that the guest would be moved back to the originally chosen hotel for the following night(s).
May 7, 2019, 2:07 pm
#13
Join Date: Dec 2007
Location: SFO
Posts: 4,912
The part that was quoted above says "is relocated from the hotel upon arrival." IIRC the rule usually means that the cost of the first night (not the entire stay) is covered, with a presumption that the guest would be moved back to the originally chosen hotel for the following night(s).
May 7, 2019, 2:57 pm
#14
Join Date: Feb 2014
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The part that was quoted above says "is relocated from the hotel upon arrival." IIRC the rule usually means that the cost of the first night (not the entire stay) is covered, with a presumption that the guest would be moved back to the originally chosen hotel for the following night(s).
May 7, 2019, 3:11 pm
#15
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The part that was quoted above says "is relocated from the hotel upon arrival." IIRC the rule usually means that the cost of the first night (not the entire stay) is covered, with a presumption that the guest would be moved back to the originally chosen hotel for the following night(s).
For the OP it really should be entire stay free + elite compensation.