Fairfield room cancellation
Aug 23, 2019, 4:58 pm
#1
Original Poster
Join Date: Aug 2019
Posts: 5
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?
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?
Aug 23, 2019, 5:13 pm
#2
Join Date: Feb 2010
Location: YVR
Programs: United Silver, Bonvoy Titanium, Hyatt Explorist
Posts: 378
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.
Aug 23, 2019, 5:43 pm
#3
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
Perhaps the remaining Lurkers can be of help.
Aug 23, 2019, 5:46 pm
#4
Original Poster
Join Date: Aug 2019
Posts: 5
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.
Aug 23, 2019, 5:52 pm
#5
Original Poster
Join Date: Aug 2019
Posts: 5
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.
Aug 23, 2019, 6:05 pm
#6
Join Date: Feb 2010
Location: YVR
Programs: United Silver, Bonvoy Titanium, Hyatt Explorist
Posts: 378
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.
Aug 23, 2019, 6:06 pm
#7
Original Poster
Join Date: Aug 2019
Posts: 5
thanks. Hopefully there is a new William as I just saw his retirement thread.
Aug 23, 2019, 6:30 pm
#8
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
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?
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]
Aug 23, 2019, 6:41 pm
#9
Original Poster
Join Date: Aug 2019
Posts: 5
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]
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]
Aug 23, 2019, 7:20 pm
#10
Join Date: Jun 2019
Programs: Marriott Titanium; WN A-list; UA Silver
Posts: 483
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.
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.
Aug 23, 2019, 8:25 pm
#11
Join Date: Feb 2013
Location: DCA
Posts: 7,769
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.
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.
Aug 24, 2019, 1:21 am
#12
Join Date: Aug 2019
Location: Midwest
Programs: AA Platinum Pro, Hyatt Globalist, Hilton Gold, IHG Diamond, BonVoy Gold, BW Diamond, RR Premium
Posts: 392
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/
Aug 24, 2019, 8:22 am
#13
Join Date: May 2017
Location: Denver, Colorado
Programs: Marriott Plat Elite, Southwest Companion
Posts: 36
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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Aug 24, 2019, 8:55 am
#14
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,040
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.
Aug 24, 2019, 9:16 am
#15
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467