Given the emails I received from IHG and Hilton, I was expecting a similar response from Marriott but they haven't even sent an email out, you've got to read that info posted further back on their website!

I'm in a quandary for next week as I have at least a cancelable reservation but need to cancel before the cut off time, however the organisers of the course haven't indicated either way whether its still going to be on or not. Its like a game of chicken to see how long I can wait without cancelling although I think if push comes to shove and its still on, I could re-book late on as there still looks to be availability.

Not possible, the execs at Marriott believe their systems are perfect and can do everything they ever need! They do not have the ability to believe such a thing like their IT is hopeless and CS was reduced to such a level in the name of profit that it has been impossible to scale it back up!

What your suggesting takes a level of understanding way outside that of Marriott Leadership!

Yup, waiting for something from MAR. Everyone else taking initiatives and once again we are left in the dark. I can only imagine that we will have to decipher and read between the lines as to what there announcement actually means? It seems like everything else that comes out we have to guess.

Things definitely are changing quickly. Here in YWG it was pretty quiet until yesterday! Now we have a few cases that popped up.....Have a flight booked to LAS with hotels for end of April?

I wouldn’t file a chargeback and wouldn’t expect one to be granted in my favor. With that being said, I called >24h in advance of the cancellation (not my check in, mind you) date. I left my room at 6am Friday so they could turn it again, except there is plenty of availability because no one is traveling. This shortsighted money grab should be an embarrassment. I’ll be sure to note it to our corporate procurement dept. and will obviously remember it when traveling personally.

My plat comes primarily from personal RC stays and I’m thinking other chains may be better choices in the future to help accommodate my family. Just like many of us think of our airline preferences during IRROPS, here’s a prime example of how terribly a hotel chain can react during such a situation.

I'm impressed by Hilton's response. Promise to review tier qualification levels, freezing points expiry, for stays up until April 30 no cancellation fees if cancelled more than 24 hours out, for bookings made until April 30 - no cancellation fees out to end of schedule.

Seriously Marriott, C'mon. I can't wait until the end of this year when I'll have LT Plat and can be more flexible with my stays.

Yes sickening. The closing of the hotel must have been in the works when I called to cancel. I cancelled and then I read the closing announcement an hour or so later.
BTW, when cancellation charges are billed, are the amounts noted on the cancellation confirmation that is emailed to you?. Also, how long after cancellation are the charges billed/posted to your credit card?.

I would check the rates for the nights you need to be there. If they are cheap I would just cancel it now.
Occupancy has to be low at almost all properties with all the travel bans.

Hey Marriott, since you can't get your head out of your .a... Look at Hilton and learn what you need to do asap.

https://cimg6.ibsrv.net/gimg/www.fly...58c30fb3ab.png

I am actually starting to be embarrassed to be someone who holds top status with Marriott and put so much business their way. I have been scaling back anyway from them in the last 6 months but their relative silence and lack of giving people peace of mind at this time is frankly to me becoming unforgivable.

MARRIOTT are maybe working on the principal that people's goodwill is short-lived and thus Hilton and IHG won't win new members due to their policies, but it is forgetting that people will remember how Marriott caused them a lot of last minute worry and inability to plan due to their lack of decency and as such they will loose a lot of goodwill and show people just what a corporate money grabber they have turned into.

​​​​Come on Marriott it's time to stop crunching numbers and looking at the short term, it's time to do the right thing!

Not to go too Omni or anything, but Marriott's "bury its head in the sand approach and deny reality" has some governmental echoes at the moment...

There's a reason Marriott and UA have a partnership, both share a slight weird take on what is acceptable from a customer service perspective!

I thought of that too and checked last night but pay up front charge is £175 and pay on departure is over £200 - both up from when I'd initially booked.

If I were you, I'd cancel the Marriott reservation and book with a hotel chain OTHER THAN Marriott which is aware of the current situation and is offering free cancellations. Make sure you let the property & Marriott know why you're doing this. Perhaps someone there is still reading the FAX machine.

Marriott to Match Hilton and IHG COVID Cancellations
 

Watch for the official announcement soon.

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:
In response to changing marketplace conditions, Marriott International is committed to ensuring our customers experience flexibility during these challenging times.
For all Marriott International hotels world-wide, we are implementing the following policies:

• For guests with existing reservations for any future arrival date, including reservations with pre-paid rates that are typically more restrictive, we will allow full changes or cancellation without a charge up to 24 hours prior to arrival,* as long as the change or cancellation is made by April 30, 2020. Please note that any changes to existing reservations will be subject to availability and any rate differences.
• For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and April 30, 2020, we will allow the reservation to be changed or cancelled at no charge up to 24 hours before your scheduled arrival date.* Please note that changes to the reservation will be subject to availability and any rate differences.

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.
*Important Information:

• Some exclusions may apply. May exclude periods with special event restrictions or peak demand weeks. Please refer to individual property rate rules for details.
• Marriott Vacations Worldwide is included in this policy. Design Hotels are excluded from this policy.
• For individual reservations booked into a pre-existing group block, please refer to cancellation terms quoted at the time of reservation. For more information, please contact the group organizer or the hotel.
• For group organizer questions on terms and conditions of group contracts, please contact the hotel.

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 13, 2020