Marriott Customer Service…Goodbye Lifetime Platinum
Dec 22, 2021, 12:17 pm
#16
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,324
This is a vacationclub property so may have different cancellation terms. However I also checked this property and even for discounted member and owner rates it has a 2 night policy with 1 night + tax penalty. So should be pretty simple for the OP assuming they have their original confirmation email which should have the rate rules and cancellation policy clearly spelled out.
Will be interested to hear back how this is resolved.
Will be interested to hear back how this is resolved.
Dec 22, 2021, 12:56 pm
#17
Join Date: Jul 2005
Programs: Marriott Ambassador, Hilton Diamond, UAL Lifetime Gold
Posts: 315
We may hear back how this gets resolved but it’s not likely. The OP will DM the Lurker, it will get resolved and we will never know what happened. This happens way too often, the Lurkers here really need to be transparent, now will they start being ? Not likely …
Dec 22, 2021, 1:07 pm
#18
Join Date: Apr 2016
Location: Tacoma, WA
Programs: UA Mileage Plus, Alaska Mileage Plan, Marriott Bonvoy
Posts: 83
I do not believe it should be the Lurkers that tell us how this was resolved. In my opinion it should be the OP.
No expectations for Lurkers to be transparent. They have helped me on a couple of occasions over the years and I was very happy with the resolutions.
No expectations for Lurkers to be transparent. They have helped me on a couple of occasions over the years and I was very happy with the resolutions.
Dec 22, 2021, 2:39 pm
#19
Moderator: British Airways Executive Club, Marriott Bonvoy
Join Date: May 2006
Location: Englandshire
Programs: SPG LT Plat, BA G, BD*LG, MG Blue+ ...
Posts: 16,100
Private communications between company representatives and FT members are confidential, and should remain so.
It is absolutely not their role to broadcast case outcomes.
Dec 22, 2021, 2:44 pm
#20
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,836
Actually one of the unpublished benefits for (old) Marriott Plat was the ability to cancel without penalty inside the cancel deadline. I was told within the last couple years this was still an available perk for Titanium, but YMMV.
Dec 22, 2021, 2:58 pm
#22
Join Date: Dec 2007
Location: SFO
Posts: 4,948
Dec 22, 2021, 9:10 pm
#25
Join Date: Jul 2005
Programs: Marriott Ambassador, Hilton Diamond, UAL Lifetime Gold
Posts: 315
Dec 22, 2021, 9:34 pm
#26
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,156
I have booked award and pay stays with free cancellation 48h before check-in. However the current situation makes it impossible to stick to it: e.g. we need a negative test max one day before we fly to the US. I called the Titanium line and the agent said I can cancel for free if I wasn't able to fly due to Covid. I don't believe in what one agent said so I decided to cancel and did my test and rebook last minute once it's cleared.
Dec 22, 2021, 9:45 pm
#27
Join Date: Sep 2014
Location: Melbourne, Australia
Programs: AY Platinum, UA Premier Platinum, OneWorld Emerald, VA Platinum
Posts: 558
First time I've seen the words ethical and Las Vegas in the same sentence, however I agree with a previous poster. If Marriott refuse to come to the party, initiate a chargeback and move on. Nothing to lose if you don't ever want to stay again.
Dec 22, 2021, 10:00 pm
#29
Join Date: Mar 2001
Location: Ann Arbor, Michigan USA
Programs: Marriott lifetime Titanium, Delta Platinum
Posts: 5,474
Dec 22, 2021, 10:23 pm
#30
Join Date: Jan 2005
Programs: SQ, QF, UA, CO, DL
Posts: 3,006
Lifetime Platinum here…Had a stay scheduled for Marriott Grand Chateau in Las Vegas last month. I had to cancel the night before check-in due to testing positive for COVID. Called agent to cancel, said no problem, and booking was canceled. Simple as that. This month I get credit card statement with bill from hotel for over $1700. Called Marriott to inquire about the charge. Was told I had booked a prepaid rate (WHICH I DIDN’T), and that $1700 was non-refundable. 4 telephone calls later with Marriott and also the property,..No budge. Have sent emails and written letters…No one at the property or Marriott will respond. I would think there would be options for someone testing positive for COVID…Honoring the cancellation with no charge, credit funds for future stay, etc. But nothing from Marriott or the property. Guess I should have just went ahead and traveled to Vegas to infect who knows how many people at the hotel. SO DISAPPOINTED IN MARRIOTT…PARTICULARLY THE CUSTOMER SERVICE ((oh, did I mention one of the reps hung- up on me, and a different one essentially called me ignorant)).
Oh well, I took my ignorant business to another entity, and have already reached Globalist status (Hello Hyatt)! I must say I have been very impressed with Hyatt this far. I doubt that Marriott is sad to see me go, heck, from what I gathered in my Las Vegas Grand Chateau experience…I am sure they haven’t noticed as they assume someone who had COVID and and out of an abundance of caution (and ethical behavior) chose to cancel a reservation is ‘ignorant’
Sorry, Marriott…Was hoping you would come through and do the right thing…But I guess in the end, it was just that…(False) hope….
Oh well, I took my ignorant business to another entity, and have already reached Globalist status (Hello Hyatt)! I must say I have been very impressed with Hyatt this far. I doubt that Marriott is sad to see me go, heck, from what I gathered in my Las Vegas Grand Chateau experience…I am sure they haven’t noticed as they assume someone who had COVID and and out of an abundance of caution (and ethical behavior) chose to cancel a reservation is ‘ignorant’
Sorry, Marriott…Was hoping you would come through and do the right thing…But I guess in the end, it was just that…(False) hope….