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 9, 2019, 12:57 am
#31
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At the very least the hotel should have a suitable alternative booked at no additional cost to the guest with some sort of gesture of good will (first night paid, cash, points, etc.). They really should do a whole lot more than that.
It is interesting that they are not cancelling the reservation outright, it makes me wonder if they know that you are entitled to more but are just hoping people (or some people) will be dumb enough to just accept their generous offer to book a hotel at your expense somewhere else.
I agree that showing up would be one strategy, but I am not sure if I would employ that in a foreign country and then be forced to find a last minute room somewhere in a possibly sold out city and be left chasing reimbursement if the hotel refused to assist.
Hopefully Marriott will step in and do the right thing. Really poor showing from any hotel but in particular a luxury brand. Please do keep us posted!
It is interesting that they are not cancelling the reservation outright, it makes me wonder if they know that you are entitled to more but are just hoping people (or some people) will be dumb enough to just accept their generous offer to book a hotel at your expense somewhere else.
I agree that showing up would be one strategy, but I am not sure if I would employ that in a foreign country and then be forced to find a last minute room somewhere in a possibly sold out city and be left chasing reimbursement if the hotel refused to assist.
Hopefully Marriott will step in and do the right thing. Really poor showing from any hotel but in particular a luxury brand. Please do keep us posted!
May 9, 2019, 2:29 am
#32
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I believe Marriott system will keep record that hotel cancel the booking and it can cause issue for the hotel down the track. Thats why hotel hoping OP cancel the booking him/herself so hotel no longer holds liability over the cancelled bookings
May 9, 2019, 5:53 am
#33
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While it would be an interesting experiment to just show up and see what happens, it is a bit risky. "Je suis desole. Nous sont...how you say plein...ah!...full! Nous sont full! Mais we have a room for you at the Hotel de...again, how you say...cockroach! Oui! L'Hotel Cockroach!"
I agree that this is not "walking" and that muddies the waters. It's actually quite simple. You have a points reservation which the hotel is refusing to honor, because the want to sell the room for cash instead. When talking to Marriott, I'd use those exact words.
I agree that this is not "walking" and that muddies the waters. It's actually quite simple. You have a points reservation which the hotel is refusing to honor, because the want to sell the room for cash instead. When talking to Marriott, I'd use those exact words.
May 9, 2019, 7:54 am
#34
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May 9, 2019, 8:01 am
#35
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I have a similar issue with the JW in Dubai.. the hotel just emailed me to tell me they are suddenly closing, and that I need to find a new hotel. I called Marriott Customer Service and they refuse to do anything at all - I called to see if they could put me up at a Ritz Carlton for the same price and the phone agent said it was quite possible, but then customer service emailed me and told me to bugger off that there is nothing at all that they can do for me. The price difference between the JW and the Ritz was only about $100 and I was only going for one night.. pretty disappointed....
Not sure what "working closely with impacted... guests" entails if they are just saying "we are closing, good luck"
Website says:
“The hotel will not be open for business as of midnight (GST) on Sunday, May 12, 2019. We are working closely with impacted associates, guests and business partners and taking steps to promote a smooth transition,” read the statement.
Not sure what "working closely with impacted... guests" entails if they are just saying "we are closing, good luck"
Website says:
“The hotel will not be open for business as of midnight (GST) on Sunday, May 12, 2019. We are working closely with impacted associates, guests and business partners and taking steps to promote a smooth transition,” read the statement.
May 9, 2019, 8:07 am
#36
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I have a similar issue with the JW in Dubai.. the hotel just emailed me to tell me they are suddenly closing, and that I need to find a new hotel. I called Marriott Customer Service and they refuse to do anything at all - I called to see if they could put me up at a Ritz Carlton for the same price and the phone agent said it was quite possible, but then customer service emailed me and told me to bugger off that there is nothing at all that they can do for me. The price difference between the JW and the Ritz was only about $100 and I was only going for one night.. pretty disappointed....
Not sure what "working closely with impacted... guests" entails if they are just saying "we are closing, good luck"
Website says:
“The hotel will not be open for business as of midnight (GST) on Sunday, May 12, 2019. We are working closely with impacted associates, guests and business partners and taking steps to promote a smooth transition,” read the statement.
Not sure what "working closely with impacted... guests" entails if they are just saying "we are closing, good luck"
Website says:
“The hotel will not be open for business as of midnight (GST) on Sunday, May 12, 2019. We are working closely with impacted associates, guests and business partners and taking steps to promote a smooth transition,” read the statement.
Are they closing permanently, deflagging, reflagging as another chain, or what? This seems like it could be very different from the OP's case.
May 9, 2019, 8:10 am
#37
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Even if the situation is completely different, and it very well might be, Marriott should step up and do something... no?
May 9, 2019, 8:51 am
#38
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If the hotel is leaving, Starriott would have no mechanism to force them to do anything or to pay. Pressure can be exerted, *IF* Starriott chooses, on hotels that want to continue as members of the family.
May 9, 2019, 9:33 am
#39
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May 9, 2019, 9:49 am
#40
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I have no guidance for OP other than what has already been expressed, but I must say that I am pleasantly surprised to see a distinct lack of armchair apologists within this thread.
Good luck Bon chance, OP.
May 9, 2019, 11:35 am
#42
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May 12, 2019, 11:40 am
#44
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Update from OP:
Well, I believe I have reached a satisfactory resolution. I responded to the Hotel de Berri's email, politely referencing the Ultimate Reservation Guarantee policy and my subsequent expectation that they will follow it by paying for 3 nights at the same category level PdG plus compensate the points/$ outlined in the policy. Two days passed and I still did not receive a response. So, I decided I would next email the HdB's GM. I forwarded the email chain that I had not received a response to, and politely, but directly, stated my concerns about this reservation situation, my disappointment in the hotel's treatment of the situation, the Ultimate Reservation Guarantee policy, etc. etc. I soon received an email from the GM stating an explanation of the forced privatisation of the hotel by authorities due to a major event, expressed her apologies, and offered that they will book us a room at the PdG and cover the room, so long as I am the one who cancels my reservation at the HdB. I am appreciative that the GM was very responsive and I accepted this offer. I had heard such great things about the HdB so I am glad that they ultimately were responsive to the situation and we reached an agreeable solution.
Well, I believe I have reached a satisfactory resolution. I responded to the Hotel de Berri's email, politely referencing the Ultimate Reservation Guarantee policy and my subsequent expectation that they will follow it by paying for 3 nights at the same category level PdG plus compensate the points/$ outlined in the policy. Two days passed and I still did not receive a response. So, I decided I would next email the HdB's GM. I forwarded the email chain that I had not received a response to, and politely, but directly, stated my concerns about this reservation situation, my disappointment in the hotel's treatment of the situation, the Ultimate Reservation Guarantee policy, etc. etc. I soon received an email from the GM stating an explanation of the forced privatisation of the hotel by authorities due to a major event, expressed her apologies, and offered that they will book us a room at the PdG and cover the room, so long as I am the one who cancels my reservation at the HdB. I am appreciative that the GM was very responsive and I accepted this offer. I had heard such great things about the HdB so I am glad that they ultimately were responsive to the situation and we reached an agreeable solution.
May 12, 2019, 11:44 am
#45
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Is your 3 night stay in Paris now completely free? Have you paid anything out of pocket (points/$$$) that you will not get back? Unsure what you full mean when you say that HdB is covering the stay at PdG
