Award stay cancelled by hotel for operational resasons. No solution offered
Feb 19, 2019, 2:51 pm
#1
Original Poster
Join Date: Jun 2005
Posts: 626
Award stay cancelled by hotel for operational resasons. No solution offered
Hi all,
just rexeived communication that my 5 night award stay in 10 days has been cancelled due to hotel operation reasons (apparently closing down the hotel).
I was told I would be refunded points. There is no availability for Bonvoy properties in the city.
As I booked my vacation around this stay what should I expect (I am Platinum Elite)?
I would have honestly expected a call telling me they would put me up in a comparable property in the same area.
Does anyone have any experience in this regard?
Thanks
just rexeived communication that my 5 night award stay in 10 days has been cancelled due to hotel operation reasons (apparently closing down the hotel).
I was told I would be refunded points. There is no availability for Bonvoy properties in the city.
As I booked my vacation around this stay what should I expect (I am Platinum Elite)?
I would have honestly expected a call telling me they would put me up in a comparable property in the same area.
Does anyone have any experience in this regard?
Thanks
Feb 19, 2019, 3:50 pm
#3
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,276
Hi all,
just rexeived communication that my 5 night award stay in 10 days has been cancelled due to hotel operation reasons (apparently closing down the hotel).
I was told I would be refunded points. There is no availability for Bonvoy properties in the city.
As I booked my vacation around this stay what should I expect (I am Platinum Elite)?
I would have honestly expected a call telling me they would put me up in a comparable property in the same area.
Does anyone have any experience in this regard?
Thanks
just rexeived communication that my 5 night award stay in 10 days has been cancelled due to hotel operation reasons (apparently closing down the hotel).
I was told I would be refunded points. There is no availability for Bonvoy properties in the city.
As I booked my vacation around this stay what should I expect (I am Platinum Elite)?
I would have honestly expected a call telling me they would put me up in a comparable property in the same area.
Does anyone have any experience in this regard?
Thanks
Have you determined if the hotel shutting down entirely — such as for a lengthy renovation or for redevelopment of the site or because the hotel went bankrupt — or if the hotel is just dropping its affiliation with a Marriott brand (and thus with the Marriott Bonvoy program)?
There have been reports on this forum about hotels that honored point reservations after leaving Marriott, but without providing night credits or benefits based on elite status. That suggest that hotels are still paid by Marriott for such a stay.
You acted in good faith when you withdrew the points and made the reservation. Now Marriott and the hotel need to act in good faith to make sure you have a place to stay, which could be the same hotel if its's operating, or a comparable (or better) hotel. It would not even have to be affiliated with Marriott.
I would recommend contacting Marriott Bonvoy Guest Services. You might have to escalate unless the first person you talk to really wants to help you and finds someone who can handle this somewhat unusual situation.
Feb 19, 2019, 4:53 pm
#4
Original Poster
Join Date: Jun 2005
Posts: 626
Thanks for the replies.
Yes reservation was done over 6 months ago with a confirmed e-cert (points).
The email states “Due to the impact of heavy rains, our hotel is experiencing an operational impact, including power interruption. Therefore, we will be temporarily closed.”
Yes reservation was done over 6 months ago with a confirmed e-cert (points).
The email states “Due to the impact of heavy rains, our hotel is experiencing an operational impact, including power interruption. Therefore, we will be temporarily closed.”
Feb 19, 2019, 8:57 pm
#5
Join Date: Jan 2005
Posts: 610
Is this the Sheraton Grand Rio?
The hotel suffered substantial damage during the recent floods and was evacuated immediately. If you look at the property thread on here there are pictures and links to news reports.
Not expected to open for a couple of months at least looking at the pictures.
The hotel suffered substantial damage during the recent floods and was evacuated immediately. If you look at the property thread on here there are pictures and links to news reports.
Not expected to open for a couple of months at least looking at the pictures.
Feb 19, 2019, 9:21 pm
#6
Original Poster
Join Date: Jun 2005
Posts: 626
Is this the Sheraton Grand Rio?
The hotel suffered substantial damage during the recent floods and was evacuated immediately. If you look at the property thread on here there are pictures and links to news reports.
Not expected to open for a couple of months at least looking at the pictures.
The hotel suffered substantial damage during the recent floods and was evacuated immediately. If you look at the property thread on here there are pictures and links to news reports.
Not expected to open for a couple of months at least looking at the pictures.
I’ll take a look. I’m sure they are going through tough times but they should arrange alternative solutions.
Feb 19, 2019, 9:27 pm
#7
Join Date: Feb 2012
Location: GVA
Programs: BA Silver (OW Sapphire), A3 Gold (*G), Bonvoy LTTE, HHonors Diamond, LeClubAccor Silver, UA Silver
Posts: 1,777
My thoughts exactly. You should ask them to put you up at the JW Marriott. Obviously many people are in your situation, especially with carnaval around the corner so your status relative to other people in the same situation will probably be crucial. If you are indeed traveling during carnival, any decent property will be sold out so I'd say it might be an idea to look at your travel insurance if there's any possibility that you reschedule for next year and ask them to comp you in the form of upgrades, F&B etc... And perhaps the entire stay.
Sorry about that. It's really bad luck!
Sorry about that. It's really bad luck!
Feb 19, 2019, 9:30 pm
#8
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Before the merger I had a reservation at a new hotel - the opening kept getting pushed - and finally affected my reservation. A CS agent (after a few escalations) worked very hard to help me - but this was SPG and the situation clearly was different. I think nobody know what this new company will do but I'd love to hear if they do something to help you.
Feb 19, 2019, 9:49 pm
#9
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When is your reservation relative to Mardi Gras? The obvious alternative would be, as suggested above, the JW on Copacabana rather that your Sheraton Rio in a somewhat bad location not too far from Ipanema. Alternatively, there are a bunch of new chain hotels out in the suburb of Barra that were built for the Olympics, including a marvelous beachfront Grand Hyatt (but located on the lagoon too). IIRC there's a Sheraton here, but it wouldn't be right on the beach. These places are about an hour from the center of Rio, depending on traffic, and IIRC about a US$50 taxi fare. There's some public transportation, which locals don't consider to be particularly safe but YMMV.
Feb 19, 2019, 9:56 pm
#10
Original Poster
Join Date: Jun 2005
Posts: 626
My thoughts exactly. You should ask them to put you up at the JW Marriott. Obviously many people are in your situation, especially with carnaval around the corner so your status relative to other people in the same situation will probably be crucial. If you are indeed traveling during carnival, any decent property will be sold out so I'd say it might be an idea to look at your travel insurance if there's any possibility that you reschedule for next year and ask them to comp you in the form of upgrades, F&B etc... And perhaps the entire stay.
Sorry about that. It's really bad luck!
Sorry about that. It's really bad luck!
Yes, it’s carnival week, most other good properties are sold out as well as the JW is out in all but 1 of the 5 nights.
I’ve escalated the matter and I’ll update this thread. Really shocked by how poorly this has been handled so far
Feb 19, 2019, 9:59 pm
#11
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In this case, the flooding wasn't the hotel's fault unless you believe that it was inadvisable for the hotel to place its building where it did.
Feb 20, 2019, 7:52 am
#12
Join Date: Oct 2001
Location: Belo Horizonte, MG (CNF)
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Posts: 1,113
Feb 20, 2019, 8:39 am
#13
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Join Date: Jun 2005
Posts: 626
Feb 20, 2019, 10:41 am
#15
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Location: DCA
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Whatever anyone thinks, the fact is that all the property needs to do is refund the payment, e.g. certificate. and thus points.
So, the approach here needs to be to enlist the property's assistance.
First, make a list of comparable properties in the order you prefer and then call during business hours and ask for assistance. I suspect that you won't come away with much of anything, but that is the best approach to take.
So, the approach here needs to be to enlist the property's assistance.
First, make a list of comparable properties in the order you prefer and then call during business hours and ask for assistance. I suspect that you won't come away with much of anything, but that is the best approach to take.