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Fairfield room cancellation
Hi - New here but looking for advice. I booked Fairfield Marriott through their app back in January when the booking window opened. Booked for Jan 12-14 for the NCAA nat’l championship game. Got a rate of $170 per night with AAA, deposit only and cancellation 2 days ahead. Thought I was good. Four days ago, 7 months after booking, Fairfield sent me an email saying they made a mistake and the hotel was sold out and due to a tech glitch I should not have been able to book. They canceled my reservation. Now no reservation. Ive sent an email to customer care but nothing back. I am gold elite but from reading some other threads doesn’t seem like the ultimate ressie guarantee will apply. If it is sold out should they walk me to another hotel even if I’m not there in person trying to check in? |
That is brutal. I would reply you have no intention of cancelling the reservation and demand it be reinstated there or at a similar property at the same cost. Escalate to corporate if needed.
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Originally Posted by Dan02038
(Post 31449739)
Fairfield sent me an email saying they made a mistake and the hotel was sold out and due to a tech glitch I should not have been able to book. They canceled my reservation.
Perhaps the remaining Lurkers can be of help. |
Originally Posted by Tanic
(Post 31449850)
Mistake? Tech glitch? They bonvOYed you for more expensive customers. Hopefully you have saved the confirmed reservation.
Perhaps the remaining Lurkers can be of help. |
Originally Posted by Dan02038
(Post 31449857)
yep. Have email confirmations and also have a confirmation and cancellation email in the app. They sent me an email explaining their rationale as well but since I’m new to FT it won’t let me post it until after I have posted 5 things. Customer care said they have sent “my concerns” to the local hotel management and they would be the ones who would reach out to me directly. I don’t have a lot of faith in them resolving this since they made the decision in the first place. |
There was a long thread a few years back when the Sheraton Pasadena pulled this same cancellation nonsense on someone who booked a room to watch the Parade of Roses as I recall. I believe William sorted out the situation then.
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Originally Posted by eyeball1
(Post 31449918)
There was a long thread a few years back when the Sheraton Pasadena pulled this same cancellation nonsense on someone who booked a room to watch the Parade of Roses as I recall. I believe William sorted out the situation then.
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Originally Posted by Dan02038
(Post 31449739)
Hi - New here but looking for advice. I booked Fairfield Marriott through their app back in January when the booking window opened. Booked for Jan 12-14 for the NCAA nat’l championship game. Got a rate of $170 per night with AAA, deposit only and cancellation 2 days ahead. Thought I was good. Four days ago, 7 months after booking, Fairfield sent me an email saying they made a mistake and the hotel was sold out and due to a tech glitch I should not have been able to book. They canceled my reservation. Now no reservation. Ive sent an email to customer care but nothing back. I am gold elite but from reading some other threads doesn’t seem like the ultimate ressie guarantee will apply. If it is sold out should they walk me to another hotel even if I’m not there in person trying to check in? Please do kindly email us at [email protected] with your reservation information and case number, if you received one, and we would be happy to review. We look forward to your reply. Best regards, Kim B Social Media Specialist Marriott International [email protected] |
Originally Posted by Marriott Bonvoy Lurker
(Post 31449953)
Thank you for reaching out to us regarding your reservation. We definitely wish to look into this further for you.
Please do kindly email us at [email protected] with your reservation information and case number, if you received one, and we would be happy to review. We look forward to your reply. Best regards, Kim B Social Media Specialist Marriott International [email protected] |
As a data point, I booked a mostly reward stay with the Courtyard Tokyo station with one paid night (5 reward, 1 cash). I booked like right when they opened because I'm a planner.
Apparently, they were closed one night for some reason, and it happened to be my paid night. The manager contacted me about a week later very apologetic and offered a room at a cheaper rate at the Ginza Courtyard and would pay for the cab each way. If it really is an error, that is how you handle it. |
Originally Posted by nmpls
(Post 31450071)
As a data point, I booked a mostly reward stay with the Courtyard Tokyo station with one paid night (5 reward, 1 cash). I booked like right when they opened because I'm a planner.
Apparently, they were closed one night for some reason, and it happened to be my paid night. The manager contacted me about a week later very apologetic and offered a room at a cheaper rate at the Ginza Courtyard and would pay for the cab each way. If it really is an error, that is how you handle it. |
I think this is a Marriott epidemic--sort of like their deceptive resort fees. They are losing me big time, stay by stay. https://viewfromthewing.com/2019/08/15/marriott-cancelling-reservations-booked-during-college-football-championship/
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This was my situation a few months ago when I had made a reservation many, many months in advance and the hotel told me they needed to cancel it 4 weeks prior. Has some similar themes. I was satisfied with the resolution. Thread |
If Marriott doesn't come through on this, it is the type of thing AG's offices love to hear about. Most states will have consumer protection laws in place the prohibit such behavior.
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Originally Posted by cfischer
(Post 31451820)
If Marriott doesn't come through on this, it is the type of thing AG's offices love to hear about. Most states will have consumer protection laws in place the prohibit such behavior.
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