This is a good reason not to make reservations further in advance than the credit-card charge-back window.

Contact the Greek Government! I doubt Marriott can superceed any jurisdictional orders decreed in a foreign country. If a deposit is required, I don't book that property just like I don't book non-refundable rates.

James

James

Which person in the Greek government, which has passed a law allowing vouchers over a refund, should he contact?

:rolleyes: Start with the hotel & work your way up. If it was my problem, which it isn't, I would commence research and go from there if I thought the time, effort & expense warranted it. Marriott, in extraordinary times or not, is simply a hotel supplier for their brands. Unlike a travel agency that collects money and pays the supplier, Marriott is a booking system that doesn't collect your money to pay their hotels or franchisees and it certainly doesn't have jurisdiction over foreign goverment. I doubt a CC chargeback, if within the dispute time frame, would be successful based on the same premise.

James

First you said contact the Greek government (which, as I pointed out, has allowed certain businesses to provide vouchers rather than a full refund), now you say start with the hotel (which the second OP already has, without success). Now what? Please be specific. I doubt a chargeback will work because the hotel has offered a voucher and will point this out to the credit card. In view of the amended consumer laws, a path down the regulator path will also not lead to likely success. So short of bombarding the hotel's owners (who will in short time ignore this OP), the only thing you can hope for is that your travel insurance pays up once you've made it clear that you have no use for a voucher.

I guess you didn't follow the continuum. The hotel could be a starting point to ascertain a Government contact or a copy of the order, hence start there! I don't know who specifically to call nor do I care as I have no need, nor desire, to research it, especially if it is something that, like you say, is likely to be futile. Unless the OP wants to play David & Goliath, the comment was supposed to be facetious. I think it would be highly unlikely that a travel insurance provider would pay out when the hotel advised it would refund the money if the voucher was not used within 18 months. However, putting the insurer on notice in case the property permantly closes or is rebranded such that the voucher/refund is nullified might be prudent.

The OPs complaint is breach of contract but the contract isn't with Marriott, it is with the Property in Greece and current laws there have superceded it.

James

Regardless of whether approved in Greece, such unilateral contract modification may indeed run afoul of contract or consumer protection laws in the country of residence, country of credit card issuance, and country (USA) in which Marriott is domiciled.

A charge-back or small claims court case may be your only recourse.

If the Marriott Bonv°y reservation system was part of the original transaction, nobody should be giving "internet legal advice" that Marriott is definitively off the hook. Traditional choice of law principles would apply.

I've had a similar (probably worst) problem with Mystique Santorini.
Free cancellation (till april 30th) with 100% deposit charged at booking.
Canceled on april 20th but not received a reimburse....they wanna give me a 18 months voucher+10% value.
Other blablabla as others above...!

Why is (maybe) worst than yours?
1) the hotel is probably the top-end property in all marriott Greek portfolio. (well...not a big deal)
2) on their own website they say that clients can choose to keep the deposit in their sistem. If clients wanna have a refund they say they'll do it. But I couldn't choose!
3) if clients wanna keep the deposit in their system they give as advantage a +20% value.......but they give me only the half of what they promise!

Really disappointing!

Escalate right up the chain in Marriott corporate if the hotel and front line customer service are not helping any. IT is absurd to claim that the refundable policy does not apply to franchises, since the vast majority of Marriott are owned and operated by a 3rd party/franchise and NOT by Marriott. As someone else said, Marriott's goal is not to own properties.

I suggest contacting Elliott Advocacy also for assistance. If you don't want to go that route, send a letter to the corporate offices. And yes before somebody complaints that I posted this, these names and info are available publicly on the internet.

Primary Contact
Shannon Mistretta-Colo
Vice President, Specialty Services
10400 Fernwood Rd.
Bethesda, MD 20817
[email protected]

Secondary Contact
Jodie Larson
Director, Specialty Services

[email protected]

This seems like the perfect situation in which to involve our lurkers. There is absolutely no excuse for any property in the Bonvoy worldwide portfolio not to comply with the clear, comprehensive policy Marriott put in place regarding refunds.

I have PM'd the Lurker with a number of the General issues raised and asked for comment. Will advise if i get a response.

Me too...! We'll see...!

I am in the same boat (Domes of Elounda reservation for may 10th) and found this.

https://www.santorini.net/covid-19-g...hould-expect/?
The Government Gazette is the official journal of the Government of Greece which lists all laws passed in a set time period ratified by Cabinet and President

Thanks for sharing! I can see how this would apply for a booking made directly with a given hotel in Greece.

But going through the portal of an international hotel chain, I'd of course assumed that my booking is with that chain, and not directly with some franchise hotel. Especially since neither the Marriott portal nor any booking confirmations or conditions indicated that the property is a franchise. So it's not clear that Greek law even applies.

Some more tweets exchanged with Marriott Twitter customer service. I am wondering if they have rerouted this conversation I am having to the local Greek hotel staff (note the "we" in their replies):

@MBonvoyAssist: Mr. Eggert, The Greek Ministry of Tourism has decided to proceed with a regulation that gives tourism companies the opportunity to compensate their customers by issuing an 18‐ month voucher. You may continue to communicate with the hotel directly. We cannot override what has been decided by the Greek Ministry. Thank you.

Me: So you are not going to honor your publicly posted COVID policy?

@MBonvoyAssist: Unfortunately, as it is a regulation by the Greek Ministry of Tourism, we are unable to override the regulation. If you would require further assistance for this matter, please continue to communicate with the hotel team as they are the best team to help you.

Me: I made a booking on Marriott.com. How does Greek law apply? Marriott is not a Greek company. And the voucher I am offered is not even a Marriott voucher.

@MBonvoyAssist: The Domes of Elounda, Autograph Collection is a Marriott property located in Greece, so we are guided by the laws of this country. The local government has decreed that hotels in Greece have the option of issuing a voucher to be spent within 18 months effective from the voucher issuance date, for those bookings made between February 25 and September 30, in place of a monetary refund. We hope this clarifies.

Me: Yes, you have the *option*. But your published COVID policy promises a cancellation with no charge, i.e, a refund. A voucher that isn't even usable Marriott-wide and which I cannot cash out for 18 months is not a refund. I'd like to again ask why you are publishing a policy that you then do not adhere to?