Adrenalist

Hey all,

I abhor having to post this. In fact, I wish it weren’t my reality.

I made a reservation with Renaissance Bali, booked their Presidential Villa for April 8-13, 2020 and chose to pre-pay. I had originally booked the Villa for three nights, then added two more as my plans changed. I had coerced my father to join on this vacation (who adamantly hated flying).

Coronavirus hit, so the Renaissance Bali were kind enough to change the dates to the year 2021, around the same time.

Then I was hit with my father passing away. Fortunately, Marriott had initiated their 100% refund even on prepaid hotel rooms, so I emailed them, informed them that my father had passed away, and I would like the option to be refunded while I dealt with this tragedy in my family.

I was told I would receive a refund in 30 days.

It never happened.

I emailed them.

I was told it would be 60 days.

it never happened.

I was told it would be 90 days.

it never happened.

I have now waited the longest Marriott has extended their hotels, 120 days, + 7.

I still haven’t received a refund and it’s been 127 days since my refund has been requested.


A 127 day interest free loan has me pretty disgusted by Marriott.

Then to consistently and blatantly be lied to, for when I will receive a refund, has me even more so.

Lastly.... I need to refrain from calling them prejoratives......


I’ll be happy to upload credit card screenshots, including monthly credits and debits, if anyone needs proof.


If some of you have not been refunded for a $200 stay.... feel verrrrrry lucky.

Marriott Bonvoy Lurker II

Hi Adrenalist,

We are sorry to hear about the lost of your father.

Please accept our apologies for the inconveniences you have come across due to the delay of refund.

If you could provide the reservation details such as your name, reservation confirmation number, your contact information to us via private mail or by email below, we would like to help look into this issue.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]

Centurion

OP is in good hands now. Lurker II to the rescue! Nice to see a Starwood hero remains in tough times

craigthemif

Unfortunately the lurkers haven't been able to do anything to move along refunds. (at least in my own experience)

As for the OP, that is really an unfortunate experience for you. Sorry for your loss.

But perhaps a lesson to never prepay without excellent travel insurance. Life (and sadly death) does get in the way sometimes...

Keyser

sorry for your loss op....i've had some trouble getting refunds during this time but the longest its taken me has been a month....

seawolf

Did you pay by credit card? If so just do a chargeback.

Admiral Ackbar

Might be too late for that, many cards have a 90 day limit for chargeback initiation unfortunately. But that is the way to go usually in these cases.

pmarrsouth

OP, you requested a refund on the 18/19th February 2020 and are still waiting for it?

Gabdawg

Not my experience.. I had 2 refunds requested where one went thru right away. The second one had not posted after 30 days. I checked in with the lurkers. They immediately replied and the refund posted about 36 hours later.

BenSenise

i had a discussion with a phone rep at amex due to a problem with a flight booking and the rep told me that since the service had not been delivered yet, i could still do a chargeback. i would definitely be doing a chargeback in the OP's case. four months is ridiculous.

PV_Premier

Most CC's 90 day clause on hotel reservations is from the day the reservation is scheduled to begin, not the day of the charge. I would still try a chargeback, the worst the CC company can say is no and even then, they can often reach out to the merchant and prod them.

Oxon Flyer

Would any travel insurance, excellent or not, have helped in this situation where a legitimate refund has not been made within the agreed time period ?

craigthemif

In situations where a close family member dies it ought to...

Coronavirus is obviously making a mess of standard practice (and my point about prepaid was more general) but I can see the potential for using travel insurance to get a refund due to the death in the family, and let the hotel and the insurance company fight over the money between themselves.

seawolf

VISA/MC allow for a dispute due to services/goods not received to be opened up to 120 days from date services/goods were expected to be received provided the original charge is no more than 540 days old. AMEX have similar if not an even more lenient chargeback window. Bank websites may not allow for this dispute to be submitted online but it can be submitted over the phone or in writing.

steveholt

OP,

First, sorry for your loss.

Second, although it's probably something you'll do in the future, I would strongly urge you to secure travel insurance in advance of a major trip like this. Even if it's not something you would regularly purchase, it can be incredibly valuable in situations like this.

Third, have you inquired with your credit card company about a chargeback? I'm not sure if the 90-day limit would apply -- my suspicion is that it wouldn't under these circumstances, and I've had chargebacks beyond 90 days old processed over the last month -- but I think it would be worth having that discussion to see if it's an option.