Fairfield room cancellation

Old Aug 23, 19, 5:58 pm
  #1  
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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 natíl 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 doesnít seem like the ultimate ressie guarantee will apply. If it is sold out should they walk me to another hotel even if Iím not there in person trying to check in?
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Old Aug 23, 19, 6:13 pm
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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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Old Aug 23, 19, 6:43 pm
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Originally Posted by Dan02038 View Post
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.
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.
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Old Aug 23, 19, 6:46 pm
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Originally Posted by Tanic View Post
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.
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 Iím new to FT it wonít let me post it until after I have posted 5 things.
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Old Aug 23, 19, 6:52 pm
  #5  
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Originally Posted by Dan02038 View Post


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 Iím new to FT it wonít let me post it until after I have posted 5 things.
and completely agree they scuttled my reservation for another higher rate reservation. I looked well after I booked the room, almost into Feb, to see how high the rates had gone and there was still availability at that point.

Customer care said they have sent ďmy concernsĒ to the local hotel management and they would be the ones who would reach out to me directly. I donít have a lot of faith in them resolving this since they made the decision in the first place.
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Old Aug 23, 19, 7:05 pm
  #6  
 
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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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Old Aug 23, 19, 7:06 pm
  #7  
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Originally Posted by eyeball1 View Post
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.
thanks. Hopefully there is a new William as I just saw his retirement thread.
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Old Aug 23, 19, 7:30 pm
  #8  
Company Representative, Marriott Bonvoy
 
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Originally Posted by Dan02038 View Post
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 natíl 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 doesnít seem like the ultimate ressie guarantee will apply. If it is sold out should they walk me to another hotel even if Iím not there in person trying to check in?
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]
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Old Aug 23, 19, 7:41 pm
  #9  
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Originally Posted by Marriott Bonvoy Lurker View Post
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]
thanks. Will forward the trail now.
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Old Aug 23, 19, 8:20 pm
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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.
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Old Aug 23, 19, 9:25 pm
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Originally Posted by nmpls View Post
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.
Yeah man, we can all dream, but U.S.-Japan comparisons on most things (service, infrastructure, innovation, etc.) don't tend to go very far...just a different world.
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Old Aug 24, 19, 2:21 am
  #12  
 
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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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Old Aug 24, 19, 9:22 am
  #13  
 
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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.

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Old Aug 24, 19, 9:55 am
  #14  
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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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Old Aug 24, 19, 10:16 am
  #15  
 
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Originally Posted by cfischer View Post
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.
AG's and the press.
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