etna9726b

If Marriott has a property currently closed due to Covid/low bookings, but they accepted future reservations, will Marriott notify patrons in a timely manner, if the property will *remain* closed through your arrival? Is there enough advance notice given to rebook elsewhere with options?

JJuice

We were transferred to neighboring property.

Often1

As a general practice I never rely on the vendor, whether it is an air carrier, hotel or other, to notify me of anything. In this day and age, it is easy enough to monitor upcoming travel proactively.

I also would not use broad-based terms such as "Marriott" rather than a specific property. Bottom line is that Marriott's systems are dependent on what is fed by individual properties. Even more so during a pandemic when staffing may be minimal.

Bottom line is to monitor your reservation as well as more generally, your property's web page and what is written. May even be worth a call (not to a toll-free line, but the FD).

Kacee

Probably not.

btw, Marriott doesn't decide whether to close (or reopen) properties. The individual operator does.

DELee

As noted by others both in this thread and the Marriott forum, getting notified depends on what's happening at the individual property.

Some property web pages on Marriott's site have been updated but most are not.

From what's been posted, folks are getting notified closer in to their reservation that they've been accommodated elsewhere at a Marriott property. How much notice and your risk tolerance may or may not be acceptable to you.

Given these experiences, it seems prudent to call the property in question to find out what their rebook options are, if any, and the notice provided.

David

jja34-1

In both instances where a hotel was taking bookings and decided to close or remain closed, I received e-mails directly from the property around the time the decision was made. In both cases it was a few weeks before my reservation. I was told to contact the property if I needed assistance with rebooking.

mcgahat

I had a booking at the Renaissance in Crystal City for this weekend. I called the hotel after making the booking to see if they had any dining outlets open or planned to open. The phone message when called said the property was closed until August 1st. I thought it strange and decided to wait til the next day to follow up more. The next day I get an email from someone at the Residence Inn next door that my reservation had been moved there. I asked why they were still taking bookings for this weekend (and still are) if they know they are closed? I was told it was a Renaissance thing they dont control that. So, in this case it was the hotel that contacted me via email and I would imaging that is pretty typical. I personally think once a property knows for sure it is closed during a particular time frame they should take any more bookings, deceptive to me.

MSPeconomist

Ren and RI are *very* different brands and normally have different price points. I would be very unhappy to have the hotel switch my reservation as IF I had wanted to stay at that RI, I would have booked it instead of the Ren. It sounds like bait and switch to me.

DELee

The Ren Arlington Capital View and the RI Arlington Capital View (Crystal City) are adjacent - likely run by the same property management company. TBH, I've only stayed at the Ren 'tho.

David

p.s. Could have been worse, across the street is the CY Arlington/CC/DCA - that could have been the reservation switch.

TXJeepGuy

This was my experience as well.

mcgahat

Yes, I am totally on board with that. I basically told them that I considered it a bait and switch tactic given that they are still accepting reservations even though they know it will be closed. They are essentially one building and I have to assume they have the same owner and just a game they are playing.

JJuice

It probably depends on the hotel you were transferred to. In my case, the category increased by 2 and we were thrilled. I used this to my advantage and booked the same hotel (already transferred and upgraded) for a second getaway.

if I were downgraded in category, I would have a different reaction.

LimeyFlyer

W Miami South Beach decided to cancel my points reservation for August and told me I could go to the RC or Aloft... ..

The RC would require more points (though same category, so I guess the rates went up since I booked).. in my mind, they should have offered to switch hotels for no change in rate. The alternative of re-booking in a month or two when reopened would cost 200,000 points instead of the 140,000 I originally paid. Lose lose I guess.

No individual message, just mass mailing... and that's as an LTPP and an Ambassador.

dcstudent

That's really crappy that they didn't offer to transfer you with no change in rate/points. Of course, I had a May stay in Virginia where a full service Sheraton offered to move my reservation- with no change in rate - but to a much inferior hotel. So they could have just moved you to the Aloft. Seems there's no real Marriott policy on how this is to be handled.

GrayAnderson

It is true that Marriott does not control what individual properties do (in general), but it is also true that Marriott should be willing to impose some baseline standards about notification and treatment under a cancellation on the part of the property (e.g. "No increase in cost to the consumer if reservation is to be moved, and a walk must be offered except under X circumstances" [e.g. no in-family property of a vaguely similar quality available within X distance]).