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Updates to the Starwood Cancellation Policy [eff for bookings from 15 Jan 2015]

Updates to the Starwood Cancellation Policy [eff for bookings from 15 Jan 2015]

 
Old Jan 18, 2015, 6:03 pm
  #46  
 
Join Date: Mar 2007
Posts: 3,990
Originally Posted by Oxon Flyer
Just looking at making a booking for the Sheraton Heathrow for Mon 19th on spg.com.

Flexible rate terms say :


Has someone forgotton to activate something ?
I just booked what appears to be a fully cancellable rate up until 6 pm day of check-in. Multiple rates offered me this opportunity.

Cheers,
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Old Jan 18, 2015, 6:19 pm
  #47  
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Originally Posted by imverge
Does this apply to SPG Awards?

I just booked a couple of free nights for next week and noticed:

The time for canceling without penalty has passed. If you cancel, the forfeiture amount will be USD 450.00. There may be additional applicable charges and taxes.

Sounds like you are at a resort. That's a lot more than 24 hrs.

Which property is this?

Last edited by margarita girl; Jan 18, 2015 at 6:26 pm
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Old Jan 18, 2015, 6:59 pm
  #48  
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Originally Posted by imverge
Does this apply to SPG Awards?

I just booked a couple of free nights for next week and noticed:

The time for canceling without penalty has passed. If you cancel, the forfeiture amount will be USD 450.00. There may be additional applicable charges and taxes.
But note the SPG T&C:
3.2.g. If an SPG Member fails to cancel a guaranteed SPG Award reservation within the permitted cancellation time, the SPG Participating Hotel will charge the applicable cancellation fee to the credit card provided by the SPG Member at the time the reservation was made and the Starpoints that had been redeemed will be re-deposited into the SPG Members account. For Free Night Awards only, an SPG Member may request a refund of the applicable cancellation fees charged by forfeiting the portion of the Starpoints that he/she had redeemed for the SPG Award necessary to cover the applicable cancellation fees by emailing his/her request to [email protected] no later than 60 days after the reservation arrival date, provided that the SPG Member has adequate Starpoints in his/her account.
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Old Jan 18, 2015, 7:03 pm
  #49  
 
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Originally Posted by margarita girl
Sounds like you are at a resort. That's a lot more than 24 hrs.

Which property is this?
Sheraton Bali Kuta Resort
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Old Jan 19, 2015, 1:23 am
  #50  
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I suspect they had a 5-7 day cancellation policy before the changes even though that does seem excessive. Even Hawaii is only 48 hr cancellation policy
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Old Mar 16, 2015, 5:35 pm
  #51  
 
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Originally Posted by Starwood Lurker
I think you'll find that when this change goes into effect, the cancellation conditions that will be show online will be in line with the updated cancellation policy. Of course, if you feel there is a discrepancy that needs to be looked into, by all means, let us know.

I think that is going to be a definite side-effect of this change in policy. YMMV, however.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
Originally Posted by MSPeconomist
So if someone books a rate online on spg.com that they are entitled to use, whether it be SET, AAA, AARP, senior, government, etc., can we assume that the cancellation conditions shown on line are correct and ignore the statement about the updated cancellation policy?
Originally Posted by Starwood Lurker IV
We would like to clarify this topic a bit more.

Contracted rates include any Corporate Rates where negotiations between Starwood+Company, or Hotel+Company have arrangements that include same-day cancellations as part of their contract. As jb3t mentioned, some Government rates include a same-day cancellation policy and some do not. Each potential scenario would need to be considered based solely on the type of rate for that reservation, and also if any additional Contract terms are included.

Also, even though this hasnt been asked yet we would like to be clear that privately negotiated contracts where same-day cancellation policy was agreed to in the contract negotiation (such as weddings, conventions, meetings, etc) are still able to have same-day cancellations allowed.

If anyone is still confused what qualifies and what does not please just reach out so we can best address your concerns.

Best regards,

Christopher Carman
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
Originally Posted by MSPeconomist
But what's the definition of negotiated contractual rates for this policy? Government? AAA? AARP? Senior rates? Or does this just mean corporate rates that have been negotiated individually by some particular company?
Lurkers - I just booked a AAA rate at the 4P Medellin and it is allowing a 1pm same day cancelation in the terms. Is this legit (it was never clear from your former responses if AAA is a contracted rate or not). Should I assume the T&Cs shown for cancellation are correct - or is it incorrect and I should make plans to cancel by 6pm the day prior?
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Old Mar 17, 2015, 10:16 am
  #52  
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Originally Posted by TravelinSperry
...Should I assume the T&Cs shown for cancellation are correct - or is it incorrect and I should make plans to cancel by 6pm the day prior?
I would assume that what you have is correct.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
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Old Mar 17, 2015, 10:02 pm
  #53  
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I would assume that if the T&Cs are incorrect and you are charged a penalty for missing the *wrong* cancellation deadline, a credit card dispute could be filed if the hotel/Starwood won't correct the erroneous charge.
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Old Mar 18, 2015, 8:38 am
  #54  
 
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Originally Posted by Starwood Lurker
I would assume that what you have is correct.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]
Originally Posted by MSPeconomist
I would assume that if the T&Cs are incorrect and you are charged a penalty for missing the *wrong* cancellation deadline, a credit card dispute could be filed if the hotel/Starwood won't correct the erroneous charge.
Totally agree MSPeconomist. I'm not worried... as I have the cancel policy shown in email. I was just surprised it shows as such since *Wood stated they were changing cancel policies to be 6pm day prior. But apparently this doesn't affect AAA which is being treated (or at least can be treated) as a negotiated rate if a property desires.

Based on this it appears this change in policy primarily affects BAR Flexible rates - which likely are rarely booked by anyone with AAA, AARP, Gov't or SET. Not to mention it doesn't affect any special prepaid offers like hot escapes, or 2 for 3 , etc.
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Old Mar 18, 2015, 12:12 pm
  #55  
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I would assume that some BRG claims are based on BAR, especially when the hotel is fairly full and isn't offering any more advanced purchase rates but third party sites still show some availability.
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Old Apr 21, 2015, 2:14 pm
  #56  
 
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Cancellation Deadlines now one day prior?

Did something change or am I just not recalling correctly?

Reservations made this past February had a cancellation deadline of 4PM day of arrival.

Made a reservation at the same hotel under "flexible rate" and cancellation deadline is 4PM 1 Day prior to arrival. Made a reservation at a 2nd hotel and the same cancellation terms are listed.

In my opinion, if this is chainwide change, its not in the right direction for busy travelers with often late changing plans.
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Old Apr 21, 2015, 2:16 pm
  #57  
 
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Correct. There's a big thread about it somewhere in this forum.
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Old Apr 21, 2015, 8:22 pm
  #58  
 
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Originally Posted by hellyea
In my opinion, if this is chainwide change, its not in the right direction for busy travelers with often late changing plans.
Agreed. Unhappy with this change as well. I am booking hotels later now with Starwood and therefore finding much worse availability and rates which are leading me to switch numerous stays to alternate chains/properties.
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