tcp1

This is the second time I’ve had this exact problem happen.

I book a prepaid rate that says I have 1 day after booking to cancel and get a refund. (Also, each time I was pretty sure I was NOT booking a prepaid rate - but that’s another issue with the Bonvoy app.)

I call the elite line to cancel and they say no problem, you’re before the cutoff, you’re cancelled all is set.

Then, inevitably, the hotel charges me, insists there’s absolutely no such thing as the 1 day after booking policy, every prepaid reservation is non cancellable non refundable in ANY situation - and I have to spend days fighting between the GM and Marriott Reservations - sending copies of my reservation email and calling back and forth.

It seems the properties are completely unaware of the policy stated on the reservation on the app and confirmation emails.

Had this problem in February with the Westin Washington Dulles, and dealing with it now with the Residence Inn downtown Seattle.

Each time the property also seems to think I’m the one who’s supposed to know and go by their internal policy, and the black and white text on the app and in my confirmation email is irrelevant.

I’m now waiting for a return call from a GM since the front desk guy condescendingly insists I’m wrong - telling me how many Marriott properties he’s worked at - and even told the corporate associate that he’s wrong and that I’m SOL.

One of my hugest pet peeves is companies expecting customers to know and follow secret internal policies that contradict explicit / advertised ones.. and Marriott seems to have a real problem with this.

Will08

Every time I have done this I have never had issues with being charged afterwards, however, if it occurred I would just do a charge back and provide amex with a screenshot of the policy.

tcp1

My understanding is that a charge back will result in things like lifetime status getting yanked - although maybe that’s something I heard when I was with Hyatt….

Either way my issue is the properties never seem to be aligned with the cancellation policy stated on the reservation. Wouldn’t this be something they’re able to see as well??

iknowthings

For legitimate chargebacks, no. Properties can't just affect your Bonvoy account on a whim. It has to go through an approval process with corporate, who would see that you charged back something the property did not have the right to charge you, and they'd tell the property to kick rocks.

tcp1

So how long would you normally give the property for a thing like this?

I spoke to the ops manager this morning and she said she’d have to talk to the GM to get an “exception for this situation” - never great to hear when they sound like they’re doing you a favor for honoring their terms - and that I’d hear back.

Always surprised with these places when what seems like things that should be commonplace are an “exception” and requires a committee of ten to solve.

Seems straightforward to me:

Read the policy in the res, reverse the charge, shoot me an email, done.

happychic

What is the name of this property?

nacho

That's crazy, your confirmation email and what it said on the app are good enough as proof. It seems to me that Marriott has evolve the concept of "spirit to serve" to "spirit to charge".

tcp1

Residence Inn Seattle Downtown

Ijones027

Maybe all you people defending properties that don't upgrade when available, will now understand that these properties do whatever they want including making up their own refund rules because they're used to getting away with anything they want

happychic

Thank you. This is crazy. Maybe this is something Lurker can help

pinniped

Long ago, I would have trusted Marriott to have my back in a situation like this. In fact, going back 20 years there were a couple cases where they *did* have my back in a dispute with individual properties, although not this exact situation.

But I no longer trust this brand to actually do the right thing. They've eroded that relationship so many times over the past few years.

tcp1

Would be great. But not something we should have to rely on!

I just don’t get it. I’m a small business owner, and I’ve worked for huge companies. They’re still just people. I do not get how these disconnects persist.

“The cancellation policies being given to customers and those dictated by the hotel are different. This is a problem.” What do Marriott corporate employees do all day, if not resolve issues like this? They’re in the hospitality industry.. What would a GM be doing in an 8 hour day that precludes reaching out to a regular customer (so close to LT Plat) and just resolving this?

Marriott Bonvoy Lurker

Hello, we are sorry for your experience. If our assistance is needed, please message us with your Marriott Bonvoy Rewards number, full name on the account, email address, and the last stay posted to the account (hotel name and dates).

tcp1

Thank you. PM sent. Hopefully this can be resolved simply.

tcp1

Wow. That was quick.

Handled and refunded.

Thanks Lurker!!!!