Slightly off topic but this is where I think Marriott really shows they do not care about frequent guests. They are just the Sears or JC Penny's of hotels. If you called a Nordstrom level hotel they show some love. This is really a shame in my opinion. Here's a potential customer who could, obviously, be a VERY good customer. Yet they don't even make him feel good. I have ranted on this before but here's yet another example. Also, to the OP, other than free internet or more Marriott Rewards pesos you don't get much with gold (or plat). This is why I am trying a couple of competitors this year... not that Marriott will care about losing another plat customer.

Totally off topic you mention Knoxville. I arrived late into Knoxville about 15 years ago (definitely pre 9/11). Went to the rental car counter by baggage claim, did the paperwork, and they told me my car would waiting out front for me with the keys in it. Sure enough. Just parked out front, at the curb, not a soul in sight. Loved that!

However, until the new (as of beginning of this year) policy of having to cancel 1 day in advance, most properties would allow someone to cancel in an IRROPS situation. Now there are reports that some properties are sticking to the no-waiver on cancel even in IRROPs, which (if the OP had not done a prepaid) would seem to be the case here.

Cheers.

Customer service has changed a LOT in 15 years.

Business travel is up so travel companies are less dependent on any one particular person. I personally think Marriott does care a lot about me, nearly every time I've had to call customer service the issue was resolved to my satisfaction. I'd hardly compare Marriott to Sears or JC Penny, especially when I stay at FS, Ren or JWs. But again, YMMV. Marriott has a huge, diverse array of properties all over the world.

I've said this ad nauseam in the United forum, but you need to decide for yourself why you value a particular chain. United worked for me because I was a hub captive and I preferred direct flights. Some people were wronged on a particular incident, didn't get much out of MP, decreased upgrade percentage, etc. Some people left for good, others thought the grass wasn't so green on the other side.

I agree that Marriott has better CS is not bad - they are very nice in general (with one or two exceptions). IHG on the other hand, is totally hopeless - their CS has no power whatsoever, and they can't resolve issues between customers and hotels.

buying non-CXL rates, either by Adv Pay or allowing the new CXL policy to lapse carries inherent losses just like buying a non-CXLable seat on an airline.

in both cases the hotel room, or airline seat, is taken off the market and made non-available to others. The flip side is liability onto the hotel/airline for oversells.

the protection for both is to have travel insurance.

I don't see why the hotel should lose out of a non-CXL due to the personal situation of the OP which the hotel has not had any part in creating.

sometimes you just must take some responsibility.

at least that's my opinion which others are more then free to agree or disagree with in whole or in part as isn't that the purpose of this open forum (besides having the same questions repeatedly asked and answered and bragging how this or that OP "beat" the rules)?

Actually in the case of a hotel room it still is available to others/can be rebooked, so the hotel "double dips".

In IRROPs (vs. just changing one's mind) it's not unreasonable to expect/hope the hotel would waive the cancellation fee. Marriott brands have traditionally done that - and many are still doing it even with the new policy. However, some properties are doing the hard line thing. Those are usually (anecdotal here) the properties that lack in cust service in other ways/do only the minimum according to reports.

Perhaps we should start a thread on which properties are waiving the 1-day cancel in IRROPS vs. sticking to it.

I'm sure the OP would have preferred to actually stay at the Lex per his ressie rather than get stuck in Knoxville w/ a flight cancellation.

Cheers.

Time to play agent roulette.

HUACA/Call the Gold line.

What credit card did you use to pay for the hotel? Did it have travel insurance? See if a flight cancellation is covered in the policy, and then you may be able to get your hotel cancellation fees reimbursed from the insurance.

Interesting that more companies though haven't negotiated their annual rates. I know booking using our company code we still get the option to cancel same day at all Marriott hotels. Granted I know not everyone here can use those types of rates or travel on leisure.