'No-show' fee advice
Aug 1, 2019, 5:42 am
#1
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'No-show' fee advice
I had a 2 night stay booked at Westin Princeton but had some serious travel difficulties getting there. I had to stay at another hotel on the first night. Naively, I just turned up the next day expecting to be able to check in only to be told that my reservation had been canceled and I would be charged a no-show fee (oh and btw the hotel is full). So I have learned my lesson for the future.
But just to add insult to injury, I have just got a bill for the full fee for both nights. Is that a no-show fee? I can't understand how they can both turn me away and charge me for the full two nights.
Is this correct?
But just to add insult to injury, I have just got a bill for the full fee for both nights. Is that a no-show fee? I can't understand how they can both turn me away and charge me for the full two nights.
Is this correct?
Aug 1, 2019, 7:16 am
#2
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Look at your original reservation email. There should be a line at the bottom under the terms of your booking like "Please note that we will assess a fee of xxx.xx USD if you must cancel after this deadline". I just randomly checked some of mine and the cancelation fee equaled one night. Might be worth an email search.
Aug 1, 2019, 7:20 am
#4
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Thanks. There is indeed:
Please note that we will assess a fee of 364.51 USD if you must cancel after this deadline.
I will start the long and involved complaint procedure. Ug!
Please note that we will assess a fee of 364.51 USD if you must cancel after this deadline.
I will start the long and involved complaint procedure. Ug!
Aug 1, 2019, 7:29 am
#5
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This is the standard situation unfortunately. If you’re going to miss the first night you should try to reach the hotel before about 1am and ask them to keep your reservation.
Rather than think of yourself as making a complaint, I would instead ask the hotel to make an exception for you as a gesture of goodwill. No need to let your own language disadvantage you here.
Rather than think of yourself as making a complaint, I would instead ask the hotel to make an exception for you as a gesture of goodwill. No need to let your own language disadvantage you here.
Aug 1, 2019, 9:02 am
#6
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Also, there is still an exception policy for elites, agent confirmed it to me last night. It applies to Titanium (and I assume Plat, but don't know for sure). You need to call to invoke it.
Aug 1, 2019, 9:42 am
#7
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This is the standard situation unfortunately. If you’re going to miss the first night you should try to reach the hotel before about 1am and ask them to keep your reservation.
Rather than think of yourself as making a complaint, I would instead ask the hotel to make an exception for you as a gesture of goodwill. No need to let your own language disadvantage you here.
Rather than think of yourself as making a complaint, I would instead ask the hotel to make an exception for you as a gesture of goodwill. No need to let your own language disadvantage you here.
I will give the hotel a call.
Aug 1, 2019, 10:36 am
#8
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due to night audit.
I, thankfully, received my checkout folio by email at 7am.
Aug 1, 2019, 10:52 am
#9
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Are hotels really that sticklers? I generally find that if I call them the day before, they usually mark my booking so that it won't get cancelled when I arrive the next day.
I mean, when I arrive by morning or early afternoon flights, they always say "we can check you in early, but if you want to guarantee that your room will be available, you should book the night before you arrive" (London, Sydney, and all the other places where int't flights generally arrive in the morning)
I mean, when I arrive by morning or early afternoon flights, they always say "we can check you in early, but if you want to guarantee that your room will be available, you should book the night before you arrive" (London, Sydney, and all the other places where int't flights generally arrive in the morning)
Aug 1, 2019, 10:54 am
#10
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Also to note here, that "no show fee" applies if you cancel the whole thing inside of the cancellation window (usually 2-3 days prior to first night). If you have a multinight resrvation and you no show without ever cancelling then you could be on the hook for all nights.
Put yourself in the shoes of the hotel (business) that has potentially loss of revenue without that charge.
Having said that, a call to support may get a reduction or removal. Don't demand it- just ask what they can do.
Put yourself in the shoes of the hotel (business) that has potentially loss of revenue without that charge.
Having said that, a call to support may get a reduction or removal. Don't demand it- just ask what they can do.
Aug 1, 2019, 10:59 am
#11
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Also to note here, that "no show fee" applies if you cancel the whole thing inside of the cancellation window (usually 2-3 days prior to first night). If you have a multinight resrvation and you no show without ever cancelling then you could be on the hook for all nights.
Put yourself in the shoes of the hotel (business) that has potentially loss of revenue without that charge.
Having said that, a call to support may get a reduction or removal. Don't demand it- just ask what they can do.
Put yourself in the shoes of the hotel (business) that has potentially loss of revenue without that charge.
Having said that, a call to support may get a reduction or removal. Don't demand it- just ask what they can do.
Most hotels only charge the first night (including tax and fees) as a now show penalty. Exceptions would be resorts, certain major special events, and hotels that otherwise have stricter than normal cancellation policies/deadlines. Certain corporate rates and especially conference blocks can have bigger penalties for cancellation, and in fact I've seen the two night policy for rooms booked through huge conventions. Of course, if it's a prepaid rate, you would lose the entire amount.
BTW, what time did you arrive at the hotel? If you arrived or called before checkout time (noon in most locations), your reservation should have been honored.
BTW, what time did you arrive at the hotel? If you arrived or called before checkout time (noon in most locations), your reservation should have been honored.
Aug 1, 2019, 11:08 am
#12
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This is one of those “unwritten policies” which one can’t find anywhere and which not all Marriott agents know about. Great to know it sometimes works, but I’d be wary about relying on it.
Aug 2, 2019, 3:59 am
#13
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Thanks all for the comments. I didn't show up till after check-out time so I guess they assumed I wasn't coming. It was a hell of a night and day so just didn't have time to think about the hotel till later in the day. Lesson learned.
Thanks again
Michael
Thanks again
Michael
Aug 2, 2019, 4:37 am
#14
Join Date: Mar 2008
Location: Fort Lauderdale, FL
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In contrast, I also worked at an independent hotel during the soft opening period. The owners were desperate for money because the construction costs were much higher than anticipated. There, we billed everyone and only reversed charges if the guest could prove we made a mistake. (That was a nightmare job.)
Aug 2, 2019, 8:52 am
#15
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It really depends upon the management of the hotel. In one hotel where I worked as a Revenue Manager, we processed no-show charges but would reverse them if 1) the guest provided a decent reason and 2) we didn't relocate any guests (aka "walk") that night. Plus, we never charged any no-shows for guests of our top 3 or 4 corporate clients.
In contrast, I also worked at an independent hotel during the soft opening period. The owners were desperate for money because the construction costs were much higher than anticipated. There, we billed everyone and only reversed charges if the guest could prove we made a mistake. (That was a nightmare job.)
In contrast, I also worked at an independent hotel during the soft opening period. The owners were desperate for money because the construction costs were much higher than anticipated. There, we billed everyone and only reversed charges if the guest could prove we made a mistake. (That was a nightmare job.)