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- - Marriott-specific Coronavirus Discussion Thread (https://www.flyertalk.com/forum/marriott-marriott-bonvoy/2010355-marriott-specific-coronavirus-discussion-thread.html)

Apparently Marriott feels this whole COVID-19 thing is just "noise around the edges." And if they ignore it, it will just go away ;)

The silence is deafening. Regardless of if Marriott changes current cancellation terms and/or elite qualification requirements/period, they should be sending out a policy statement to all members. Communication is paramount. Lack of communication implies they don't care and gives customers a very bad impression. Any communication even if Marriott is not relaxing terms as much (or at all) relative to their competitors would be much better. My two cents....

--Jon

I have to agree, the lack of communication is probably the most annoying with this. If they use it to claw back status from many of their customers it is fine.....but to not come out with a statement seems pretty amateur and not like a global company at all. If they can't even make a statement, makes you wonder how serious the cleaning enhancements are actually implemented.....either way....don't care if I loose status with them at this point. Countless issues I have had with majority of their hotels doing whatever they want, lack of upgrades, and meh offerings in lounges, along with all travel at halt will most likely make me a free agent for the future. It may be very refreshing. #Bonvoyed

Quote:

Originally Posted by hoipolloi (Post 32173912)

Marriott is greedier than Hilton

They're in good company here, then. ;)

What is clear is that Marriott is becoming part of the problem rather than the solution. This despite the fact that the Marriott CEO is on a CEO round table to address the issue.

We canceled a spring break trip to Switzerland a week ago and rescheduled to Tahoe instead. Our concern was proximity to Milan and getting stuck in Switzerland as the issue accelerated. We Didn’t cancel within the required timeline. Marriott response...we don’t care. Charge $1,500. Now, we are seriously considering canceling Tahoe. Cost will surely be the same or more. We’ll eat it if we have to but many people will make a different decision based on Marriott’s irresponsibility here.

Congrats Marriott. You’re now officially contributing to the problem!

Ambassador last two years with over $40k spend per year. 13 nights away from lifetime Platinum. Happy to give it up if this is how they do business.

Good gravy. Marriott. Get it together.

Quote:

Originally Posted by Mrtravel28 (Post 32174429)

The Towneplace Suites that I am staying at this week in Houston is being very proactive. They aren't cleaning rooms. According to the front desk clerk, "The CDC has required us to do this." Huh? It sounds to me like they are using this as an excuse to reduce expenses.

If Marriott doesn't come out with the same cancellation policy as Hilton & IHG, they are losing my business.

From the email I just received from Marriott...

Quote:

Travel Information: COVID-19 Update

We are closely monitoring the Centers for Disease Control and Prevention and World Health Organization’s statements regarding the novel coronavirus (COVID-19) cases and following guidelines from these agencies and the local health departments.
The wellbeing of our guests and associates is of paramount importance.

Our Cancellation Policy:
We are waiving individual cancellation fees for hotel stays through March 31, 2020 for guests traveling to or from the following locations:

Asia Pacific: Mainland China, Hong Kong SAR, Macau SAR, Taiwan, Japan, South Korea, French Polynesia, Maldives, India, Sri Lanka, Bhutan, Nepal Bangladesh, Thailand, Myanmar, Cambodia, Vietnam, Malaysia, Singapore, Indonesia, Philippines, Australia, New Zealand, Fiji, New Caledonia, Samoa
Europe: Italy

For Kingdom of Saudi Arabia:
We are waiving cancellation fees for reservations from the following countries into the Kingdom of Saudi Arabia: Thailand, Malaysia, Indonesia, Pakistan, Afghanistan, Iraq, Philippines, Singapore, India, Lebanon, Syria, Yemen, Azerbaijan, Kazakhstan, Uzbekistan, Somalia, Vietnam, UAE, Bahrain, Kuwait, Egypt.

Guests who booked via online travel agents or other third party travel professionals are advised to contact their booking provider for information on their policies. Please Note: This policy does not apply to travel associated with a Group booking.

Our Commitment to Cleanliness:
We take standards for hygiene and cleanliness very seriously and are taking additional steps to ensure the safety of our guests and associates. On a daily basis, our hotels around the world are working to ensure that they meet the latest guidance on hygiene and cleaning. Our hotels’ health and safety measures are designed to address a broad spectrum of viruses, including COVID-19, and include everything from handwashing hygiene and cleaning product specifications to guest room and common area cleaning procedures. Specific steps Marriott is taking include:

Associate Health, Safety and Knowledge: Hotel associates – and their own health, safety and knowledge – are essential to an effective cleaning program. Here are some ways we’re supporting them:

Hand Hygiene: Proper and frequent handwashing is vital to help combat the spread of viruses. In our daily meetings, our teams are reminded that cleanliness starts with this simple act. It’s important for their health and that of our guests.
Ongoing Training: In addition to training on housekeeping and hygiene protocols, hotel associates are also completing enhanced COVID-19 awareness training.
Real Time Information: Marriott’s Corporate and regional teams are on standby 24/7 to support the hotels and coordinate with local and regional authorities.

Cleaning Products and Protocols: Our hotels use cleaning products and protocols which are effective against viruses, including:

Guest Rooms: Hotels use cleaning and disinfecting protocols to clean rooms after guests depart and before the next guest arrives, with particular attention paid to high-touch items.
Public Spaces: Hotels have increased the frequency of cleaning and disinfecting in public spaces, with a focus on the counter at the front desk, elevators and elevator buttons, door handles, public bathrooms and even room keys.
Back of House: In the spaces where associates work “behind the scenes,” hotels are increasing the frequency of cleaning and focusing on high-touch areas like associate entrances, locker rooms, laundry rooms and staff offices.

For the most updated information, please refer to Centers for Disease Control and Prevention (CDC) or your local health authority.
March 11, 2020

I'm at 36 nights and USD7200 spend. Waiting to get email on Ambassador status extension.

Instead of trying to get compensation with Marriot, you may want to try the Manager at the hotel.
I booked a non refundable hotel in Croatia. I was charged immediately upon booking.
I emailed the manager , explained the situation and asked for a refund. Within minutes, I had a reply stating that they would give me a refund back.

Forgot to cancel one reservation at the Courtyard Crystal City Reagan National Airport.
Sent a message via the app and they quoted Marriott policy blah, blah, blah.

I replied I was hoping as a LT Titanium Elite a customer service gesture would be extended my way and nada. Sticking to their guns. Called and spoke to the manager and nothing they would do either unless Mariott announces some new waivers before midnight tonight.

Quote:

Originally Posted by apodo77 (Post 32175520)

That's the kind of things that you remember for a long time... Greed in times of crisis is not easily forgiven.

Congratulations Marriott.

Way to go Marriott Marketing Team! Last month I got offers for hotels in Asia. This one just came in the past hour (Trump just announced the EU travel ban last night for those reading this a few weeks later):

https://cimg2.ibsrv.net/gimg/www.fly...1788e70490.jpg

Doesn't anyone at Marriott at any level have a brain anymore? The Lurkers seem to be the last source of intelligence at the company.

Quote:

Originally Posted by UKTraveller4Fun (Post 32173940)

Under what terms would that be approved?

exceptional circumstances, or force majeure