Cancellation fee- do I have any recourse?
Aug 28, 2019, 2:28 pm
#32
Original Poster
Join Date: Feb 2005
Location: Cleveland, OH
Programs: United Premier Gold, Bonvoy Lifetime Titanium
Posts: 26
A lot of feedback here. To close this up I ended up just cancelling, willing to pocket the fee and withdrew my request with Bonvoy. They confirmed they would take no action on my behalf but someone clearly followed it up. The hotel contacted me today and informed me that they did in fact reverse the charge.
Aug 28, 2019, 2:47 pm
#33
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Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
A lot of feedback here. To close this up I ended up just cancelling, willing to pocket the fee and withdrew my request with Bonvoy. They confirmed they would take no action on my behalf but someone clearly followed it up. The hotel contacted me today and informed me that they did in fact reverse the charge.
1) Call the hotel directly.
2) Modify your reservation to beyond the 7 day cancellation window, and then cancel at no cost.
This is FT. You have questions, we have answers!
Aug 28, 2019, 7:56 pm
#35
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Location: GVA (Greater Vancouver Area)
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Posts: 52,140
Aug 28, 2019, 8:41 pm
#36
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
The first-level phone agents that answer the Titanium phone are useless. They can barely run a search for a new reservation.
I always ask for "Elite Services" as soon as the first person answers. "Elite Services" is the moniker for what the Plat+ agents used to be, but these agents are also "Supervisors" and have some more authority in the system it seems. They certainly have been more compassionate, competent, and able to get things done.
For example: I tried to cancel a reservation online but had another open in another tab and the wonderful BONVOY IT cancelled the wrong one. Called, first agent said nothing can be done. She "called the property" and they said the same.
I asked for Elite Services. The agent who picked up there was so much better, actually called the property, and quickly had the reservation reinstated.
It is super annoying that we are "elite" yet have to deal with the new bumbling first-line agents, but I just see them as triage. Easy to bypass them.
Finally, I have had an Elite Services agent waive a cancellation penalty once. She entered some waiver code. So I guess its possible, but only time I've ever tried to cancel like that so no idea how common it is.
Aug 28, 2019, 8:59 pm
#37
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I didn't know about #2 . Thank you!
The first-level phone agents that answer the Titanium phone are useless. They can barely run a search for a new reservation.
I always ask for "Elite Services" as soon as the first person answers. "Elite Services" is the moniker for what the Plat+ agents used to be, but these agents are also "Supervisors" and have some more authority in the system it seems. They certainly have been more compassionate, competent, and able to get things done.
For example: I tried to cancel a reservation online but had another open in another tab and the wonderful BONVOY IT cancelled the wrong one. Called, first agent said nothing can be done. She "called the property" and they said the same.
I asked for Elite Services. The agent who picked up there was so much better, actually called the property, and quickly had the reservation reinstated.
It is super annoying that we are "elite" yet have to deal with the new bumbling first-line agents, but I just see them as triage. Easy to bypass them.
Finally, I have had an Elite Services agent waive a cancellation penalty once. She entered some waiver code. So I guess its possible, but only time I've ever tried to cancel like that so no idea how common it is.
The first-level phone agents that answer the Titanium phone are useless. They can barely run a search for a new reservation.
I always ask for "Elite Services" as soon as the first person answers. "Elite Services" is the moniker for what the Plat+ agents used to be, but these agents are also "Supervisors" and have some more authority in the system it seems. They certainly have been more compassionate, competent, and able to get things done.
For example: I tried to cancel a reservation online but had another open in another tab and the wonderful BONVOY IT cancelled the wrong one. Called, first agent said nothing can be done. She "called the property" and they said the same.
I asked for Elite Services. The agent who picked up there was so much better, actually called the property, and quickly had the reservation reinstated.
It is super annoying that we are "elite" yet have to deal with the new bumbling first-line agents, but I just see them as triage. Easy to bypass them.
Finally, I have had an Elite Services agent waive a cancellation penalty once. She entered some waiver code. So I guess its possible, but only time I've ever tried to cancel like that so no idea how common it is.
It's sad that we need to know to ask for "elite services" to get acceptable customer service when we call the elite (LTT or whatever) number. What happens to elites who don't read FT?
Aug 28, 2019, 9:17 pm
#38
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
I don’t know of anyone who’s ever done this but since SNAs can only clear 5 days before arrival, I suspect that if you tried to change the reservation, Marriott’s IT would swallow up your SNA never to be seen again! Kids, don’t try this at home! 
Aug 28, 2019, 10:28 pm
#39
Join Date: Aug 2018
Posts: 902
Modifying a reservation after the cancellation deadline will work only if two conditions are met: first, roomassignment has not yet taken place (which usually happens 1 or 2 days before scheduled arrival); second, the revenue manager at that property is inattentive and incompetent.
Aug 29, 2019, 12:04 pm
#42
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Join Date: Aug 2013
Location: Southern California, USA
Programs: Marriott Ambassador and LTT, UA Plat/LT Gold, AA Gold
Posts: 8,764
The OP booked a hotel in Florida in the height of hurricane season--and knew it had a 7 dav advance cancel policy. The OP needs to take responsibility for the choice to book here in the first place. The hotel and Marriott are not at fault at all.
Travel insurance? I'm sure the OP and everyone else has heard of it. It's there for a reason, too.
If the hurricane does not strike the OP's hotel area, then the OP can choose to go or not, but the hotel isn't due to refund the OP or deviate from its stated policy. That being said, because the OP is a Titanium (Lifetime diesn't matter IMO), if the OP called and politely asked the hotel, I imagine the hotel might be more willing to accommodate the OP. But the OP's status doesn't mean that they're entitled to that.
Travel insurance? I'm sure the OP and everyone else has heard of it. It's there for a reason, too.
If the hurricane does not strike the OP's hotel area, then the OP can choose to go or not, but the hotel isn't due to refund the OP or deviate from its stated policy. That being said, because the OP is a Titanium (Lifetime diesn't matter IMO), if the OP called and politely asked the hotel, I imagine the hotel might be more willing to accommodate the OP. But the OP's status doesn't mean that they're entitled to that.
Aug 29, 2019, 12:31 pm
#43
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
I absolutely agree that Marriott is not in the wrong here, and yes $371 is not worth dying on that hill, but it's not like I'm a serial canceller. I don't think I've ever contacted Marriott for anything significant in 12 years. I just think that exceptions can be made and it would have been nice for them to feign like they were trying at the very least. I think the dismissive attitude of the CSR probably is what made me dig in on this. I've vented. I'll surrender.
It is too early to tell where the hurricane will land. Bad weather with lots of rain is expected no matter what because this has been the Norm this summer - we have heavy thunderstorms with rain every afternoon the past 7 weeks already. Sometimes the heavy rain hit in the morning, sometimes both the afternoon and evening are hit with heavy rains that typically dont last more than 30 min but the rain happens every day, much wetter Summer than usual.
Hurricane is now being talked as it may be a Cat 4, from earlier Cat 2 to 3 only.
When the airlines issue waivers, Marriott would issue waivers as well, like they have done so in the past in similar situation IIRC.
Besides, what do you expect when you pick the hurricane season to travel to Florida? pretty much like people pick the Winter time to travel to Northeast for a vacation - you knowingly take the weather risk, so just chalk it up to bad luck and hope for the best if hurricane does come, then you get the waiver.
EDIT
Glad to read OP is accommodated by the hotel, which probably has had the latest weather update that this could turn into a Cat 4 by Sunday.
Last edited by Happy; Aug 29, 2019 at 12:38 pm
Aug 29, 2019, 12:33 pm
#44
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
The OP booked a hotel in Florida in the height of hurricane season--and knew it had a 7 dav advance cancel policy. The OP needs to take responsibility for the choice to book here in the first place. The hotel and Marriott are not at fault at all.
Travel insurance? I'm sure the OP and everyone else has heard of it. It's there for a reason, too.
If the hurricane does not strike the OP's hotel area, then the OP can choose to go or not, but the hotel isn't due to refund the OP or deviate from its stated policy. That being said, because the OP is a Titanium (Lifetime diesn't matter IMO), if the OP called and politely asked the hotel, I imagine the hotel might be more willing to accommodate the OP. But the OP's status doesn't mean that they're entitled to that.
Travel insurance? I'm sure the OP and everyone else has heard of it. It's there for a reason, too.
If the hurricane does not strike the OP's hotel area, then the OP can choose to go or not, but the hotel isn't due to refund the OP or deviate from its stated policy. That being said, because the OP is a Titanium (Lifetime diesn't matter IMO), if the OP called and politely asked the hotel, I imagine the hotel might be more willing to accommodate the OP. But the OP's status doesn't mean that they're entitled to that.
Status should not have anything to do with whether OP gets a break or not. Though play it skillfully sometimes it does bring solution more easily.
Aug 29, 2019, 12:40 pm
#45
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Posts: 100,409
My understanding is that the official rule on SNAs that have already cleared is that the SNA is returned only if you cancel the entire reservation and you must do this by 3 pm on the day before arrival (where 2 pm the day before arrival is the final sweep for the SNA upgrade to be confirmed). I'm not sure if it matters whether one is already beyond the cancellation deadline for the underlying hotel reservation, but since 3 pm the day before arrival would be beyond the standard 48 or 72 hour cancel period that most hotels impose on standard reservations, I wouldn't expect a stronger rule requiring forfeiture of the SNAs too.