If Marriott would write the policy using clear, straightforward language, then these kinds of things wouldn't happen.

Hi Christina

Thanks for your offer. I replied to them with the link you provided and asked their GM to clarify the new policy with Marriott Corporate. It's now sorted and they've cancelled the reservation according to the policy. Let's see when the refund is processed.

Not surprised to hear of "coronavirus measures" that absent the current panic would look like cost cutting.

Because there's nothing like taking advantage of a global pandemic to give greedy Marriott less of our money.

So do we need to contact anyone about our expiring certificates, or will this happen automatically? Mine expire April 4, 2020, and I imagine it will be a pain in the ... to get them back after they expire. I was booked to go stay a week at The Marriott Mena House, but my 7 week Africa trip is toast now.

I recently canceled a reservation for next weekend with a certificate that was about to expire (in early April) and asked the CSR about that. He assured me that no action would be needed on my part. I'm going to wait a week or two and see if the Marriott systems catch up, and shift all three credit card certs I have expiring in 2020 to January 31, 2021. I assume it requires some programming and a sweep.

Not only is the policy not understood by hotels but it seems that the Elite line CSRs don't have it either. I had to cancel a series of bookings for a trip to the UK and Spain for the first 3 weeks in April, including a number of prepaid. I was able to cancel all with ease on line except for the Renaissance Heathrow. The website told me that it was non cancelled, and that the window to cancel without charge was Feb 6th. I called and the CSR told me categorically that cancellation was only allowed in the US and China. I gently reminded him that there was an email from his CEO saying different but he insisted I was wrong. He advised me to call the hotel directly myself and they might make an exception. Eventually I persuaded him to open a case as I just want it cancelled without having to argue the toss with a London agent, while paying LD charges. I was told to expect a call from the hotel directly within 5 days. I am grateful that I can cancel but this was a less than stellar interaction TBH.

“Fortunately, there’s an Applebee’s...”

Just what has COVID-19 reduced humanity to?

Have a trip to Sheraton Kauai that was booked when it was a Cat 5 using old 7 night certs. Now the prop is Cat 6 - I need to move dates due to COVID as travel is early April. Do I lose the option to use it or move dates, or have to pay additional points?

As per the cancellation policy, any changes to existing reservations will be subject to availability and any rate differences.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

Hi Marriot Bonvoy / Lurker - I have three bookings in Thailand and Malaysia in April. Just spoke to one customer agent who told me it will not be a problem to cancel and refund (all my flights are cancelled), he had computer problems and to ring back in 10 minutes....rang back to one of your other customer service agents who then told me that only bookings up until 31 March can be cancelled and refunded under the policy. I read the policy to her - but not sure she really understood. Instead, she's now created individual tickets for each of the hotels and to expect to hear from them in 3 - 5 business days.

How can I cancel my bookings?!? Do I need to ring each individual hotel (not sure I even have details for each of them...).

Please name the hotels. I had this exact response in both Thailand and Malaysia and I named both hotels upthread.

I had direct contact with two hotels by email to cancel the reservations and get a refund. Both times the refund was initially rejected (your experience). Both times I replied with the link provided in this thread to the corporate announcement (the most up to date one is in the Lurker's post - scroll up a bit) and asking them to get the General Manager to confirm the Marriott Corporate policy with Headquarters. I then quoted the relevant bit from the Corporate statement:

[BEGINS]
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.

[ENDS]

I received confirmation of the refunds and apologies within a very short time from both hotels. Not that the refunds themselves have appeared on my card yet...

Does anyone know how Marriott's hotels in Hong Kong are dealing with guests who are under 14-day mandatory quarantine?

Given that everyone entering must now undergo mandatory quarantine, they will have a lot of guests (well, however many are travelling) in this situation.

It's a situation I face this week. I would book one of the HK$800 a night hotels (of which there are now quite a few).

Phukett Marriot Nai Yang, W Kuala Lumpur and the Andaman Langkawi. What's more unbelievable is that I was speaking to Marriott customer service - I would have thought they were on top of their own policies (especially during this extremely stressful time). I have 2 other Marriott bookings which are currently unaffected, but will gladly cancel these also if this isn't resolved.

Some are pushing to stop any overseas travellers (Macau has just done this today) because the government quarantine places are running low. At least you’d be booking into a hotel but I wouldn’t want to be staying in a hotel of so-called quarantined people walking around! My advice is not to travel. The situation is changing quickly so keep up to date. All the best.