room cancellation issues
 

For the 3rd time in 6 months, I have been billed for a room that I had previously cancelled. I have all the cancellation paperwork, so it isn't a big deal to get the credit. But, since it happened for the 3rd time I decided to call Marriott executive offices to inquire about the problem. I was puzzled since all my reservation activity is done on the Marriott web site. I was told that Fairfield and SpringHill both have reservation systems that don't directly link to the Marriott system. Therefore, the hotel must do something on "their end" to ensure the cancellation goes through. Supposedly by the end of the year there will be a new system in place that will fix this. Until then, I guess the burden of cancellation is on the customer. Thought others might be interested in this information.....

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[This message has been edited by socrates (edited Mar 23, 2004).]

Certainly, I am in no position to know the details. All I know is that the interface isn't a very good one if it is 0 for 3 for me for cancellations over the last 6 months. And one of those cancellations was 4 months in advance! The other was 2 weeks, the last was 2 days before the reservation. Something, whether it is the process, the interface or the system, needs work.

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[This message has been edited by socrates (edited Mar 23, 2004).]