Help with Marriott no show fee - GNS fee
 

I used my certificate to book a room in one of the Marriott hotels. However I was able to get there and check in. I lost one free night certificate. At the same time I also found out my credit card was charged a $39.95 fee. I called the hotel and asked and they said it's because I didn't show up. Is this a new policy? When I realized I could not make it, it's too late to cancel the reservation. so I just left it there. It's my fault not to cancel earlier, so i just gave up the certificate. However, can they take my certificate and charge me no show fee at the same time? does anyone have an experience like this? please help. can i ask the hotel or the credit card to waive the fee? i have the marriott credit card.

Hi smilesansan,

According to terms and conditions 3.2.c. ii. If a Member fails to cancel a guaranteed Award Redemption Stay reservation within the permitted cancellation period, the Participating Property will charge the applicable cancellation fee to the credit card provided by the Member at the time the reservation was made and the Points that were redeemed will be re-deposited into the Member’s Account.

If the Points for the reservation are not credited back to your account, please call customer service. Or if you could provide your Marriott Bonvoy account details to us via private mail here or by email below, we are happy to assist.

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

[email protected]

Be thankful it was only $40. This FT member got charged $2000 even though he was a no show due to a canceled flight and even notified the property!

https://www.flyertalk.com/forum/marr...gis-aspen.html

Welcome to FT!

Not sure why everyone is still harping on this. It has been beat to death. On the topics of no shows...if you do not show up for your reservation you get charged for it whether you inform the hotel or not. Do not be surprised. It is called a credit card guarantee for a reason.

I was charged for a no show even though I cancelled, but received a refund after complaining (it was an award stay).

Speaking of award stays, and not to threadjack but is it customary to be billed for award nights? I'm rather rare to Marriott but was surprised. $33 with tax (Room was $28.75!) This was not a cash + points stay either; anyone able to help? Thanks.

Hi.

Which hotel is it please ?As if it is a resort I think you get charged a resort fee even on award stays

Regards

Tbs

Good point (and thank you very much)! But I hope very much that a Four Points in Eastlake Ohio is NOT a resort...because if so...it left a lot to be desired :D

Pure conjecture!

I have changed one revenue reservation when my aircraft went MX and didn't depart until 24 hours later. Working with the property directly via chat (I was already checked-in), they graciously shortened my stay by one day and upgraded me to a Junior Suite with a 7:30 am check-in the following day with no Fees.

A second 2-night award stay, again already checked-in, was canceled without fee and my points returned when a delayed visa prevented boarding my flight.

Don't paint the entire Marriott portfolio with the St. Regis Aspen's brush! It makes you look just as bad.

James

Should be free, but due to imperfect IT, it's not unheard of for members to receive folios or be charged for the amount that Bonvoy pays to the hotel. If that's what happened here, a phone call to the hotel should get the charge reversed.

it's a springhill suites, not a resort.

Thank you . I contacted customer service and they credit back my points.

If other hotels choose to lose money by not charging no shows thats on them. As an owner there is almost zero tolerance for lost revenue.

Perhaps you should suggest to Marriott that hotels get paid the same for no shows as they do for guests who stay with them. Although some hotels may be hoping for a windfall if someone arrives late or not at all and guests may be hoping for a full refund if they don't use a non-refundable room, having an official policy that guests paying with points lose them if they don't show and guests paying with cash are charged the same amount if they don't show as if they do seems fair to both sides. Hotels could still be free to waive penalties at their discretion as some do now, but should not be required to do so.

If you pay cash, the nightly rate is already decided, I can't see them charge you more even a no show. It's more tricky what the definition of nightly rate is when points booking is involved.

But fairness is not what Marriott's after. They are trying to dissuade use of points, or at least finding excuses to get something more out of people.

I'm sure you feel very right about your position. However, for us who don't want to run afoul to such possibility, can you tell us which hotels you own so that we know to avoid those? Otherwise, it will only seem very ironic and cast dubious reputation on you that you are just preying on people who have misfortunes of trip interruptions.