Posted by William Charles on March 12, 2019
Hotel Booking

Published on March 12th, 2019 | by William Charles

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Bonvoyed: Le Meridien Tahiti Award Bookings Have Been Cancelled – Points Not Refunded Automatically

Update 3/12/19: Marriott still isn’t informing guests that reservations have been cancelled or refunding points. Don’t worry though, it’s just nOiSe aRoUnD ThE EdGeS.

Update 2/24/19: Just a friendly reminder that Marriott doesn’t give care about their loyalty members. They still haven’t informed users with bookings that these bookings have been cancelled and points are automatically refunded. This is despite previously telling them the booking would be honored. This is absolutely pathetic and should be getting more attention.

Update 1/12/19: According to front line AccorHotels representatives they actually reached an agreement with Marriott/SPG, only for Marriott/SPG to then try to change the reimbursement rate agreed upon. Marriott is still not automatically refunding points bookings and is still not contacting customers about cancelled bookings. It seems now that AccorHotels is sending out e-mails to those with bookings to inform them of the cancellation and also offering a special cash rate when requested (still quite expensive). We’ve reached out to Marriott for comment, but they are yet to reply.

If an initial agreement was reached and then Marriott tried to change the terms of that agreement that is beyond pathetic. In my opinion this issue rests solely on Marriott, it’s absolutely ridiculous that honoring existing award bookings isn’t a standard part of a management contract with an agreed upon reimbursement rate. The fact that Marriott still refuses to inform their own loyalty members of cancelled reservations is also again absolutely pathetic. Keep in mind a number of hotel properties have also announced leaving the Marriott/SPG brands and I’d expect that number to increase as management contracts expire and in the fall out over the SPG data breach. Hopefully this isn’t a sign of things to come and Marriott makes this right.

Original post: On October 16th, 2018 Le Meridien Tahiti left the Marriott/SPG program and joined Accorhotels (being managed by Sofitel), also renaming to Tahiti la Ora Beach Resort. Originally customers with points, cash & points or employee rates were told by Marriott/SPG that there bookings would be honored. Reddit user duderduderes recently e-mailed the hotel to confirm the reservation, only to be told that booking has been cancelled. The official reason given:

  • “…we were unable to reach an agreement with the Marriott group to redeeming the bookings made with SPG/Marriott points, cash & points and employee rates. We therefore have no other choice than to cancel the reservation with other arrangements such as transportation, activities, …. you made at our hotel”

I can understand why the bookings have been cancelled, although I do question why the hotel didn’t inform guests that bookings were cancelled. I’m surprised that SPG/Marriott doesn’t have a standard clause for existing bookings when a hotel leaves their management. It’s difficult to tell if SPG/Marriott was being cheap in this case or Accorhotels wanted an excessive amount of money to honor the existing bookings. I would have thought that SPG/Marriott would have a list of loyalty members with bookings at that property and could have also informed them when the negotiations ended without resolution that the bookings would be cancelled.

Another thing to note is that it seems like points bookings have not been refunded automatically. Shame on you, Marriott.

 

 



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Zachek
Zachek

BONVoY!

Uncivil_Engineer
Uncivil_Engineer

BONNUiT

NinjaX
NinjaX

I get this joke.

John
John

It’s Marriott – better get used to such shabby, unprofessional treatment.

P
P

At a high end hotel, too. Ouch, how very disappointing.

MoreSun
MoreSun

C’mon guys. Who here is surprised at this point?

I still think whoever convinced Marriott this was their new name should be awarded Travel Troll of the Year. It’s just so nice of Marriott to say Bon Voyage to all of us as we start our journeys with Hilton.

NinjaX
NinjaX

w/ Motel 6

Russ B
Russ B

I dunno, everyone is so quick to blame Marriott here, but I could very easily see a situation where they were caught unawares by these cancellations. Especially if the hotel is no longer theirs, and lines of communication are difficult.

Blue
Blue

They should have proactively told people the bookings were cancelled immediately.

YL
YL

Every parties share the blame, and in the end customers lose.

RC
RC

BONVOYAGE POINTS!

aubergine
aubergine

I’m not sure the hotel is being long term smart here either. The folks who might fly to Tahiti and stay at high end place may care more about the property than what chain flag they flying. Cancelling bookings and not even notifying the prospective guests is a pretty poor way to start….

Rukmi
Rukmi

I sure agree with you on this…shabby move by both Accor & Marriott..thank God I cancelled my 1night stay with them as soon as I got email about them leaving SPG.

Blue
Blue

Marriott is such an incredible shit show right now.

MoreSun
MoreSun

It’s like getting hooked on a trashy tv show where I’m like “no they won’t, no they- OMG!”. I can’t look away.

Curtis
Curtis

Had >1hr call with Marriott over my canceled room in May and got them to reinstate it.

MoreSun
MoreSun

Your cancelled room at a hotel they no longer owned?

Curtis
Curtis

Yes, though I still don’t have a confirmation email from Accor.

parrothead
parrothead

Lettuce know how that goes…

Curtis
Curtis

Never got the room put in place. I ended up using another free IHG night at the Thalasso and changed flights out to Bora Bora for a day early. Such a bunch of crap from Mariott.

Mike
Mike

Sorry everyone but as these companies get bigger and less choice they don’t give a shit at the end of the day . No choice equals your stuck with us

Yoni
Yoni

Mike
Too big to have to GAF. Mergers normally benefit the C-suite Execs and shareholders and screw customers and employees on the process. I’m dreading the T-mo/Sprint merger as T-mo customer that is as happy as a Cheshire cat with T-mobile excellent service and rare interaction with excellent customer service and reps.

Ben
Ben

I’m confused. “cancel the reservation with other arrangements such as transportation, activities, …. you made at our hotel” sounds like room reservations are not affected, only portions of a vacation package which need to be paid out to third parties. Which if those third parties are not giving the hotel whatever discount was negotiated by the old chain, would certainly leave them between a rock and a hard place. For rooms, the hotel is only cutting into their profit.

But then, I have no reservation there, so I don’t actually care.

Krista B
Krista B

Horrible customer service IMO.

Thanks Dude – Reddit user for bringing it to our attention.

https://www.reddit.com/user/duderduderes

Grant

I’m traveling right now, but I had a 5 night stay booked st this hotel in June. If anyone calls Marriott, please let me know the outcome. I would love for them to book me at a comparable property rather than give me my 140k points. Any type of compensation for affected customers?

CtownBin
CtownBin

Honestly, I am completely shocked that this was allowed to happen. Maybe I shouldn’t be. How is it possible- or even legal- that an existing, confirmed booking is allowed to be cancelled? Aren’t there rules in place for these kinds of situations that force existing bookings to be honored? This isn’t the first hotel to leave a chain. Such a thing would be illegal with flights under US law, and it should really be the same with hotels. But in any event, it is shocking that Marriott doesn’t have standard language with their properties that ensures that existing bookings are honored in these situations. At the very least, how is it that they are not informing their customers proactively when they are cancelled? Unreal.

MoreSun
MoreSun

Agreed, especially because we’ve seen this happen even here in the US. Unfortunately the amount of people affected at any given time is too small to make any legislative change happen.

I would assume this sort of thing is written into the Buy Sell agreement but maybe it was written in a “if Marriott pays $X per booking, previous award reservations will be honored”. Marriott apparently decided they didn’t want to pay so they simply didn’t. Litteraly the worst thing that will happen to Marriott is they have to refund a bunch of points to people so pissed they might never even redeem them.

The horror stories of people with their travel packages and even general Marriott issues that requiring calling Marriott customer services are ridiculous. And only getting worse- meaning Marriott doesn’t give one whit. Privilege of being the biggest elephant in the room I guess.

Yoni
Yoni

Even far worse for this to happen when you have airfare and PTO in the mix even more so If airfare is paid out of pocket. I wonder if any Travel insurance CC or otherwise covers something like this.

Also for Gold+> Elites: Ultimate Reservation Guarantee.

We have a similar issue with a land only tour but paid on CC (couldn’t use points or miles easily for tour or at a rate that made sense). But overall with Airfare tour and extra nights (before and after tour @ Cat 6 & 7 old SPG properties) We have somewhere around $15-18K in cash and award travel.

While we are not going to Tahiti or effected by this we still have almost $3k in SpG booked -and rebooking at last minute might cost us about $700-1000 for suitable lodging that’s on par with a US Fairfield or Courtyard.

DSK
DSK

I’ve been living this for the past few days. Received an e-mail from Accorhotels telling me my reservation had been cancelled. Wrote a very stern note back expressing my extreme disappointment and saying what they did was very unfair since their rates are now much higher than the rates at the hotel at the time I booked on points. They wrote back saying they had agreed to maintain all bookings but Marriott then changed their reimbursement rate. The hotel then offered me a rate much better than the rate on their website, which I accepted (not exactly certain but I think it was at or better than the rate I could have booked at months ago when I originally made my points reservation). Called Marriott to refund my points, and they were refunded later that day.

John
John

Its good to know Marriott was prompt about refunding the points however they should have offered at minimum a minor token of compensation since the reservation was confirmed through their platform and they made no effort to rectify the issue with guests proactively. Appears corporate is in need of a refresher in hospitality.

bludevil
bludevil

I haven’t been so lucky. After repeated contact with Marriott, my points have not been refunded.

Yoni
Yoni

Any GOLD ELITE+ PUSH THE :
Ulitmate Reservation Guarantee, after cancellation?

TOKEN COMPENSATION – No way unless it was just a single annual night 35k reservation. Would 20K token compensation ever be even slightly acceptable.

But for those who are Gold Elites and higher your due – $200 and 90K points under “Ultimate Reservation Guarantee:”

If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience. To be eligible, you must provide your member number when making a reservation. Compensation varies by hotel brand.

$200 USD and 90k points (140k for Pt Elites @ Ritz/St. Regis)

EDITION®, The Luxury Collection®, W® Hotels, JW Marriott®, Marriott Hotels®, Sheraton®, Delta Hotels®, Le Méridien®, Westin®, Autograph Collection®, Renaissance® Hotels, Tribute Portfolio®, Gaylord Hotels

I have not parsed the T&C of the Ultimate Reservation guarantee, nonetheless I do doubt that the new “Marriott Motel 6” chain. Hasn’t somehow sufficiently covered their asses in the fine print that one gets little more than a BOHICA from Marriott corp.

BOHICA (Google if your curious).

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