lukin

Sorry for the long winded post....

Wondering if anyone has experienced something like this with a Marriott branded property. I reached out to Marriott via their website a couple days ago but have yet to get a response. Is the hotel allowed to do something like this? Should this be covered under the Ultimate Reservation Guarantee?

I have a points reservation (points already deducted) for a 5-night stay at the Fairfield by Marriott Montreal Downtown in June during the Canadian Grand Prix. Back in November I received an email from the director of sales at the hotel noting that the dates of the Grand Prix have changed (my dates didn’t), and in order to keep the reservation, I would have to agree to a rate of $399 per night, paid in full, with no refund after March 31st. I ignored the email because I have a points reservation so assumed it didn’t apply to me.

I received a follow up email on December 6th, noting that if I don’t agree to the new terms and pay by December 25th, my reservation would be cancelled. I was bcc’d on these emails so I expect I’m not the only one receiving them.

This time I replied asking why they are contacting me when I already have a pre-paid points reservation with the terms set out on the Marriott.com website. This is the conversation from there:

Them:

“If you have any follow up questions please contact the hotel directly using my extension <REMOVED>. Kind regards”

Me:

“I don't have any follow up questions. If you do, feel free to contact me again via this email address.”

Them:

“Thank you for your email, I was replying to you because there seems to be a bit of a confusion, however as stated on the memo from our management and ownership groups if we do not receive any correspondence by December 25th, we will proceed to cancel reservations.”

ewoo

I think that's extremely sleazy on the hotel's part, but it would be equally sleazy if you booked a $199 room and they wanted it changed to a prepaid $399....I'm not sure the fact that it involves points makes it any different or better or worse, or affects your rights in any way.

EricH

I don't know if the hotel is allowed to do this, but you may be able to find an accomodation that benefits everyone. Are your dates flexible? If you can move your stay to another time, you might offer to cancel your reservation and move it in exchange for a special price (in points or dollars). If their possible rates for the Grand Prix are high enough, they might even give you five nights free, or maybe five nights for the price of three.

HHonors OUTSIDER

I think there is just some confusion with the communication I would first contact Marriott loyalty program and confirm there is a certificate attached to your reservation and then contact the hotel by phone directly and confirm your reservation is confirmed and prepaid with a points certificate.

escapefromphl

Fishing for free stays like this is poor form imo, if the property wants to offer this they should go ahead, but countering with the offer of "I'll cancel my stay if you give me a free stay some other time" seems like you don't really want to stay the dates you have booked and doesn't necessarily help the situation.

mapleg

Tell the hotel you will be filing a complaint with Office de la protection du consommateur

https://www.opc.gouv.qc.ca/en/consum...erchant/steps/

Twickenham

Well, strictly speaking they did receive correspondence, it just didn't say what they wanted it to say .

The dates of the GP being changed does shed a different light on things, but I still don't think they can just dump all of their existing reservations. Seriously, I think it's time to contact the Office de la protection du consommateur (to give Quebec's consumer protection office its official name): https://www.opc.gouv.qc.ca/en/contact/consumer/

platbrownguy

OP. This is illegal. Please contact the Lurkers on this forum and please file a consumer protection complaint. If I were licensed in Quebec, I would take your case for free. These scammers need to be stopped.

Jon Maiman

yuggy is your reservation also at the Fairfield Inn by Marriott Montreal Downtown or a different property? If not, please name and shame the property where you have a reservation. Regardless of if/how this is eventually resolved, it is appropriate to call the property out on their attempted (and hopefully unsuccessful) strong arm tactics. Many people will want this information when considering where to stay in Montreal during their trips.

--Jon

margarita girl

Where are the Lurkers?

xooz

Even if you manage to retain your reservation, be prepared to get walked. You may get some payback if you have status but I would not go in thinking I will be welcomed.

Smiley90

Date of the grand prix changing changes nothing. Or do you think they'll be giving the people with prepaid reservations for the original dates refunds because prices now SHOULD be cheaper? OP made a reservation and the property is trying to change it after the fact. If they want OP out of the room they should offer them money to move their stay, they can't just cancel because they want to be greedy.

Twickenham

Oh, I completely agree that it changes nothing in terms of their reservation - especially the points stay. My meaning when I said it sheds a different light is that it isn't a case of somebody mistakenly pricing their rooms too cheaply for GP weekend, rather they changed the weekend on us so now we're scrambling to readjust our pricing. In terms of retaining the reservation it changes nothing.

rrgg

Really? I thought it was on brand for Canada after reading how Air Canada broadly handled refunds in 2020.

Herb687

Yes. This is what you need to do.