Fixing a booking in error
Jun 28, 2018, 8:31 pm
#1
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Join Date: Sep 2013
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Fixing a booking in error
Tonight was booking travel for a couple of knowin business trips post July 4. Was multitasking (shame) and looking at hotel inventory via the SPG app on my iPad. Found the hotel I needed and the rates and went ahead and booked, not realizing that the rate I chose was a prepaid rate. Shame on me, it was a legitimately honest mistake.
Within three minute of making the reservation, reviewed the confirmation and saw the error and knowing that our travel tends to change quite a bit was like “oh sh*7” and picked up the phone to the platinum concierge line. Now, I had an ambassador previously and they took care of this, so this is first experience with Platinum Concierge. I explained this was made just 5 minutes before and was an error on my end and that I want to book a more flexible rate (read: more expensive).
The answer from the platinum concierge? Sorry, we can’t do that. But let me send an email to the hotel and see if they are willing to make an exception.
Now, I get the rate is prepai. So technically yes, I’m obligated. But it’s clear I just booked it minutes before and I’m calling to say it’s a fat finger error on my part, can we cancel so I can rebook on a more flexible (and more expensive) rate? Nope is the answer. The “concierge” on the other end says “sorry, this is the new poilcy”.
Really?
I get it if I’m calling after sitting on this for a week or two, but given when I called relative to the booking it’s obvious it’s a legitimate error. Lurkers, is this the new Starriott approach? Am I now out the $190 on this room? Is there no discretion allowed to the platinum concierges?
Within three minute of making the reservation, reviewed the confirmation and saw the error and knowing that our travel tends to change quite a bit was like “oh sh*7” and picked up the phone to the platinum concierge line. Now, I had an ambassador previously and they took care of this, so this is first experience with Platinum Concierge. I explained this was made just 5 minutes before and was an error on my end and that I want to book a more flexible rate (read: more expensive).
The answer from the platinum concierge? Sorry, we can’t do that. But let me send an email to the hotel and see if they are willing to make an exception.
Now, I get the rate is prepai. So technically yes, I’m obligated. But it’s clear I just booked it minutes before and I’m calling to say it’s a fat finger error on my part, can we cancel so I can rebook on a more flexible (and more expensive) rate? Nope is the answer. The “concierge” on the other end says “sorry, this is the new poilcy”.
Really?
I get it if I’m calling after sitting on this for a week or two, but given when I called relative to the booking it’s obvious it’s a legitimate error. Lurkers, is this the new Starriott approach? Am I now out the $190 on this room? Is there no discretion allowed to the platinum concierges?
Jun 28, 2018, 8:55 pm
#2
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get it if I’m calling after sitting on this for a week or two, but given when I called relative to the booking it’s obvious it’s a legitimate error. Lurkers, is this the new Starriott approach? Am I now out the $190 on this room? Is there no discretion allowed to the platinum concierges?
Jun 28, 2018, 10:21 pm
#3
Original Poster
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Key difference is that this is not a mistake room rate that now the hotel doesn’t want to offer. This is a “normal” rate that I booked in error. And, airlines have a 24 hour hold option allowing for cancellation.
Jun 28, 2018, 10:36 pm
#4
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I feel for you but it’s not quite a fat finger mistake. Before your finger confirmed the reservation, you were given warnings about the prepaid reservation and a warning that the cancellation period had passed. Not paying attention is not a fat finger mistake.
Jun 28, 2018, 10:44 pm
#5
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No, it's the same. Hotel enters a rate by mistake and now it wants to cancel the rezzies that were booked at that rate. You agreed to rent a room under certain terms by mistake and now you want to cancel your agreement. In both cases an inadvertent mistake was made and the person/party who made the mistake doesn't want to be held to its terms.
Jun 28, 2018, 10:49 pm
#6
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Hotels don't have 24 hour hold/cancellation periods, so what airlines, or any other businesses, do isn't really meaningful.
You're at the discretion of the property. I can certainly understand why a franchising/licensing company doesn't have the ability to make financial/contractual decisions for another legal entity.
Most often, they allow you to change, especially if you're a regular visitor. But it's purely a customer relationship decision.
Out of curiosity:
You've cancelled non-cancellable rates through the PLT Concierge before - that's why you're asking if this is new policy?
Why are you "out the $190"? If you intended to book the room at a different rate, then you intended to stay at that property on that date. Why do you believe you have lost the money minutes later?)
Fwiw, I've never figured out why people use the word "technically" in this context. "Technically, I'm obligated" = "I'm obligated", right? Unless something has changed, you were given the opportunity to review your stay, rate, terms, etc., and clicked "yes, I agree to these" to book it. There isn't much of a "I wasn't really paying attention when I signed it" clause with contracts.
You're at the discretion of the property. I can certainly understand why a franchising/licensing company doesn't have the ability to make financial/contractual decisions for another legal entity.
Most often, they allow you to change, especially if you're a regular visitor. But it's purely a customer relationship decision.
Out of curiosity:
You've cancelled non-cancellable rates through the PLT Concierge before - that's why you're asking if this is new policy?
Why are you "out the $190"? If you intended to book the room at a different rate, then you intended to stay at that property on that date. Why do you believe you have lost the money minutes later?)
Fwiw, I've never figured out why people use the word "technically" in this context. "Technically, I'm obligated" = "I'm obligated", right? Unless something has changed, you were given the opportunity to review your stay, rate, terms, etc., and clicked "yes, I agree to these" to book it. There isn't much of a "I wasn't really paying attention when I signed it" clause with contracts.
Jun 28, 2018, 11:08 pm
#7
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Great points.
Historially, no, I’m careful to either book rates with flexibility or know that I’m certain to stay at a given property for that particular trip if I’m booking a rate with either an advance payment or cancellation penalty.
In this case given the booking was my own mistake but it’s tied to a business trip I’m personally on the hook to make the payment for the room, not my employer.
Historially, no, I’m careful to either book rates with flexibility or know that I’m certain to stay at a given property for that particular trip if I’m booking a rate with either an advance payment or cancellation penalty.
In this case given the booking was my own mistake but it’s tied to a business trip I’m personally on the hook to make the payment for the room, not my employer.
Jun 29, 2018, 9:26 am
#8
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Great points.
Historially, no, I’m careful to either book rates with flexibility or know that I’m certain to stay at a given property for that particular trip if I’m booking a rate with either an advance payment or cancellation penalty.
In this case given the booking was my own mistake but it’s tied to a business trip I’m personally on the hook to make the payment for the room, not my employer.
Historially, no, I’m careful to either book rates with flexibility or know that I’m certain to stay at a given property for that particular trip if I’m booking a rate with either an advance payment or cancellation penalty.
In this case given the booking was my own mistake but it’s tied to a business trip I’m personally on the hook to make the payment for the room, not my employer.
Jun 29, 2018, 9:49 am
#9
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Best regards,
William R. Sanders
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Starwood Hotels & Resorts LLC
[email protected]
Jul 1, 2018, 11:59 pm
#10
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I have gotten platinum concierge reps to cancel or change a prepaid rate before. if the first one says no, i'd call back. all else fails, reach out directly to the property ASAP. it's less of a pain in their rear if they cancle the booking before they collect funds - but even in one exception instance I got a booking modified and a refund on already collected funds after check-in, but keep in mind a hurricane and mad dash back home was involved...
the op has had an ambassador before. meaning at least 1 year he spent a minimum of nearly 1/3rd of the year in spg properties. that makes him a far better customer than most people who stayed at a 4 points once 7 years ago... a business gives it's best customers perks. some big, some small, some published, some not. the occasional favor is not an unrealistic expectation. just like I'm sure spg would prefer if the op would stay with the chain if during one of his stays a property treated him badly, whereas many people might 'one and done' after a bad experience. thats what loyalty is all about...
the op has had an ambassador before. meaning at least 1 year he spent a minimum of nearly 1/3rd of the year in spg properties. that makes him a far better customer than most people who stayed at a 4 points once 7 years ago... a business gives it's best customers perks. some big, some small, some published, some not. the occasional favor is not an unrealistic expectation. just like I'm sure spg would prefer if the op would stay with the chain if during one of his stays a property treated him badly, whereas many people might 'one and done' after a bad experience. thats what loyalty is all about...
Jul 2, 2018, 12:12 am
#11
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Jul 2, 2018, 4:54 am
#12
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I agree. The occasional favor will sometimes happen. But the expectation of a specific favor on a specific rezzie is, IMO, unrealistic and unreasonable.
Jul 2, 2018, 9:25 am
#13
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Jul 2, 2018, 12:30 pm
#14
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in this context, favors will never happen unless asked for. its not like spg is going to call up members saying 'i see you just booked a prepaid rate, would you like to cancel it?' if he doesnt ask for favors I'd say that he is not being unreasonable to be disappointed his request was denied. after all he is not saying 'spg must give me everything I want'.
Jul 2, 2018, 12:50 pm
#15
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Great points.
Historially, no, I’m careful to either book rates with flexibility or know that I’m certain to stay at a given property for that particular trip if I’m booking a rate with either an advance payment or cancellation penalty.
In this case given the booking was my own mistake but it’s tied to a business trip I’m personally on the hook to make the payment for the room, not my employer.
Historially, no, I’m careful to either book rates with flexibility or know that I’m certain to stay at a given property for that particular trip if I’m booking a rate with either an advance payment or cancellation penalty.
In this case given the booking was my own mistake but it’s tied to a business trip I’m personally on the hook to make the payment for the room, not my employer.
The best advice here on the SPG side is to talk directly to the property first. Not just the first person who answers - preferably the Assistant FOM or FOM is ideal.
I also don't get why the OP says he is personally tied to making the payment; the property should definitely be happy to change the card charged even if they don't agree to modify the rate plan. Hopefully your employer additionally has a way to reimburse you for out of pocket expenses on business trips as a backup.