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 12, 2019, 11:47 am
#46
Original Poster
Join Date: May 2017
Location: Denver, Colorado
Programs: Marriott Plat Elite, Southwest Companion
Posts: 36
When I cancel my reservation at HdB I will receive my points back.
May 14, 2019, 8:45 am
#47
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
May 14, 2019, 10:08 am
#49
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
May 14, 2019, 10:17 am
#50
Join Date: Feb 2014
Programs: Amex Plat, Hilton Diamond, SPG Gold, Carlson Gold, CM Presidential / *A Gold, Hertz 5*
Posts: 1,648
Saying all that, I agree with yourself and others to not cancel the booking before the new one is made
May 14, 2019, 4:18 pm
#51
Original Poster
Join Date: May 2017
Location: Denver, Colorado
Programs: Marriott Plat Elite, Southwest Companion
Posts: 36
OP here...Yes, I waited to until they sent the confirmation email with the confirmation #, my name on the reservation, and advance payment made. So it says it was prepaid. My member number is not yet attached so I might need to confirm that part to get Platinum benefits, but perhaps I can just wait to deal with this at check-in? I will report back if there are any issues in a few weeks.
May 14, 2019, 4:27 pm
#52
Join Date: Feb 2014
Programs: Amex Plat, Hilton Diamond, SPG Gold, Carlson Gold, CM Presidential / *A Gold, Hertz 5*
Posts: 1,648
You should be able to attach your member number online. Enter the confirmation number along with your last name (or try to add the confirmation number when you are logged into your Bonvoy account)
May 14, 2019, 5:40 pm
#53
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,026
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.
Jun 12, 2019, 6:50 pm
#54
Original Poster
Join Date: May 2017
Location: Denver, Colorado
Programs: Marriott Plat Elite, Southwest Companion
Posts: 36
OP update: well, we had our 3-night stay at the PdG, paid in advance by HdB. It went smoothly and I received my Platinum benefit of breakfast welcome amenity option, though did not get any room upgrade. But, the standard room was comfortable size, the bed was amazing, and the continental breakfast offering was great. So, despite some stressor of getting this resolved, it was an outcome where HdB ultimately did the right thing and I was satisfied.
Sep 23, 2020, 6:15 pm
#55
Join Date: Aug 2004
Location: SAT
Programs: AA EXP BA Gold, TK Gold, Hyatt Globalist, Hilton Diamond, AS 100K, QR PLT, SAS Gold, IHG Spire, AMR
Posts: 5,898
I am having a similar situation with a brand new property. Their Sales Director is claiming that since the hotel never opened (the opening is delayed), the gurantee does not apply. Seems scummy and slimy to me. Based on this thread, it sounds like the guarantee applies, especially since the wording is: "If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience. To be eligible, you must provide your member number when making a reservation. Compensation varies by hotel brand."
Sep 23, 2020, 6:56 pm
#56
FlyerTalk Evangelist
Join Date: May 2012
Location: MCO
Programs: AA, B6, DL, EK, EY, QR, SQ, UA, Amex Plat, Marriott Tit, HHonors Gold
Posts: 12,809
I am having a similar situation with a brand new property. Their Sales Director is claiming that since the hotel never opened (the opening is delayed), the gurantee does not apply. Seems scummy and slimy to me. Based on this thread, it sounds like the guarantee applies, especially since the wording is: "If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience. To be eligible, you must provide your member number when making a reservation. Compensation varies by hotel brand."
Sep 24, 2020, 12:22 pm
#58
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,026
I am having a similar situation with a brand new property. Their Sales Director is claiming that since the hotel never opened (the opening is delayed), the gurantee does not apply. Seems scummy and slimy to me. Based on this thread, it sounds like the guarantee applies, especially since the wording is: "If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience. To be eligible, you must provide your member number when making a reservation. Compensation varies by hotel brand."
Oct 1, 2020, 10:36 am
#59
Join Date: Aug 2004
Location: SAT
Programs: AA EXP BA Gold, TK Gold, Hyatt Globalist, Hilton Diamond, AS 100K, QR PLT, SAS Gold, IHG Spire, AMR
Posts: 5,898
Hotel has never opened. I don't see any exception for "never opened hotels do not need to honor the guarantee". What am I missing? Also, corporate is telling me that the guarantee is suspended anyways. Website does not reflect that. I feel very bonvoyed here.
Oct 1, 2020, 11:02 am
#60
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,149
Vote with your wallet and stay at another chain.