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I cancelled through the chat feature. I hope I get credited my money back smoothly...
And where is everyone seeing free night certs being extended? I can't find the info anywhere. |
Originally Posted by bundaburg
(Post 32181010)
With this news, do we just cancel what we need through the app and the card used to pay will be refunded? Or would I need to still contact the property directly?
thanks ! |
A Message from Arne Sorenson
Just received this email:
For more than 90 years, Marriott has lived by a core value established by our founder, JW Marriott, Sr., to "take care of our guests and associates." This enduring value guides us as we face the difficult challenge of responding to the coronavirus (COVID-19), which the World Health Organization declared a pandemic on Wednesday. Our hearts and thoughts go out to the people who have been affected by this unprecedented event and we appreciate the healthcare workers, local communities, and governments around the world who are on the front line working to contain this coronavirus. Please know that we are vigilantly monitoring the COVID-19 situation around the clock and have precautions in place to ensure a healthy stay at any of our hotels across the globe. In this climate, we know travel may not be your first thought, but I want you to know the safety of our guests and associates is our top priority. I want to thank you in advance for putting your trust in Marriott as you plan for future travels. Below is an update on what we are doing, keeping your safety top of mind. When You Book You should have confidence when you book a stay at any of our hotels across the globe that we are doing everything we can to have accommodations ready for you. We are closely monitoring the World Health Organization (WHO), the Centers for Disease Control and Prevention (CDC), and local health agencies for the latest developments related to COVID-19 and following the guidance of government and public health officials. We are reinforcing these agencies' recommendations on the appropriate health and safety measures with our own hotel management teams and the hotel operators in our portfolio. Before Your Stay Given the impact of COVID-19 on how we work, socialize and travel, we have been adapting our cancellation policy over the past several weeks to the evolving nature of this epidemic. Today, we are updating our policy to provide our customers the most flexibility we can offer during these challenging times. Generally speaking, for guests with existing individual reservations, including reservations with pre-paid rates that are typically more restrictive, we will allow 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. For guests making new individual reservationsbetween today and April 30, 2020, we will allow those reservations to be changed or cancelled at no charge up to 24 hours before a guest's scheduled arrival date. Please visit our website for the most up-to-date information and for additional details about availability and exclusions. During Your Stay We recognize that the COVID-19 virus has required all of us to be more mindful as we go through our regular activities. Daily, our hotels around the world are working to ensure that they meet the latest guidance from the CDC and WHO on hygiene and cleaning. Our hotels' health and safety measures are designed to address a broad spectrum of viruses, including COVID-19, and cover everything from handwashing hygiene and cleaning product specifications to guest room and common area cleaning procedures. Specific steps we are taking as a company can be found on our website. For Our Marriott Bonvoy Members We are focused on how the coronavirus is impacting our Marriott Bonvoy Members and have made some important updates to our loyalty program to provide greater flexibility when planning future travel. Specifically, we have paused points expiration until August 31, 2020 allowing Members ample time to redeem their points. In addition, we have extended the expiration of suite night awards (SNAs) with an expiration date of December 31, 2020 by one year to December 31, 2021. Lastly, Members who currently have an active Free Night Award (FNA) expiring in 2020 as part of their credit card benefit, annual choice benefit, promotions or travel package will be able to use it through January 31, 2021. We understand that earning status for 2021 may also be on your mind. As the current situation is still evolving, it is too early for us to make any changes. We will keep you updated on all loyalty program changes through our Marriott Bonvoy member benefits website. We recognize that these are unsettling times and whether you are traveling now or in the future, we want you to know that your safety and wellbeing are our first priority. Whenever you travel, we are waiting with open doors and open hearts to serve you. Arne Sorenson President and CEO, Marriott International http://media.4at5.net/email_domains/..._signature.jpg |
Originally Posted by mileageking
(Post 32181065)
I would call the property or Bonvoy customer service and have them cancel and confirm you wouldn't be charged, just in case. Last thing you want is to chase them for weeks to be reimbursed incase they charge your card.
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Originally Posted by khabah
(Post 32179890)
Yep - about a quarter million points for an eight-night stay. Hooray. I’m complaining about the hotels’ lack of flexibility when faced with a glut of availability and no willingness to do anything to entice business. Clearly charging a premium = prestige.
khabah The situation will turn when some people start travelling and hotels start competing for that business but at the moment to few people are staying to make it worth the hotels chasing business. Better to sell 10 rooms at $300 a night than 12 rooms at $200 a night. |
Originally Posted by ryw
(Post 32180242)
I do appreciate that they're extending free night certificates and SNAs by a year. (Not reflected in my account yet, but I suspect that there's probably higher priorities for them right now)
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Interesting...…..I've received every email I could imagine from CEO's etc., ….even from golf courses I haven't golfed at for 2-3 years or even only golfed once out of the country and I received a frickin email from them!!! Go figure. I have received NOTHING from Marriott. Must be my email information lost in their IT world.
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I never got this
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I didn't either. I also find it fascinating that "the most flexibility we can offer" on cancellations conveniently ignores that fact that, until just a few years ago, you could cancel up to 6 PM same day.
Arne is in no way Bill Marriott. |
I’m hoping Marriott will do the right thing and retroactively extend this to those of us who had room reservations for one of the largest trade shows in CA (Natural Products Expo West) with typically over 80,000 attendees that was to start last week on March 3 but cancelled the night before on March 2. The Anaheim Marriott has billed my credit card for over $3,000 in cancelled rooms and has been adamant no refunds due to the contract they had with the show organizers.
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Originally Posted by ryw
(Post 32180242)
I do appreciate that they're extending free night certificates and SNAs by a year. (Not reflected in my account yet, but I suspect that there's probably higher priorities for them right now)
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Originally Posted by Happy
(Post 32181738)
It is NOT one year for the FN cert which is only up to Jan 2021.
Originally Posted by Safti
(Post 32181865)
Where did you hear that they are extending free night certificates and SNA's?
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This was timely and gave me exactly 2 hours to cancel a reservation for Sunday. Had it not come , I would have been very disgruntled indeed...although my $160 one night pales into insignificance relative to YMX and his very legitimate complaint.
I don’t know why Marriott has to take these ‘5 to midnight’ decisions, and to be the last of the ‘majors’ to advise customers... |
Originally Posted by Safti
(Post 32181865)
Where did you hear that they are extending free night certificates and SNA's?
We have a cert expiring at beginning of June, attached to a booking at Zurich that we will cancel. I was going to cancel it in coming weeks but with this new policy I canceled it tonight, so if there is a system sweep for the cert extension, the cert is now back to account when sweep happens. |
Received the e-mail as well. When it says:
"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." Am I reading this correctly that I could make a prepaid, generally not-changeable/cancellable reservation for, say, September, and cancel/change it for free anytime up until then? I have a couple flexible bookings for September that I COULD change to prepaid bookings since they'll be cheaper - especially if they still retain the flexibility. |
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