Updates to the Starwood Cancellation Policy [eff for bookings from 15 Jan 2015]
#46
Join Date: Mar 2007
Posts: 3,990
Cheers,
#47
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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
#48
Suspended
Join Date: Feb 2003
Posts: 8,135
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.
#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
#51
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat Pro, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,008
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]
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]
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?
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]
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]
#52
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
#53
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Join Date: Sep 2009
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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.
#54
Join Date: Feb 2013
Location: Miami, FL
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I would assume that what you have is correct.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
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.
#55
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Posts: 100,327
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.
#56
Join Date: Nov 2006
Location: Chicago
Posts: 887
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.
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.
#57
Join Date: Nov 2012
Location: SFO
Posts: 1,746
Correct. There's a big thread about it somewhere in this forum.
#58
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat Pro, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
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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.