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.
“Bonvoyed” is my new favorite verb. You got bonvoyed!! 😛
Great site guys, but this banging on about Tahiti every couple weeks is getting a bit old. We get that Marriott screwed up, but let it go. Seriously, how many of your readers booked this specific resort?
Just skip posts you’re not interested. I’m sorry that you don’t find honoring reservations interesting but it’s kind of a big deal.
I spent all my+wife’s SPG/Marriott points on an awesome free 10night trip to Hawaii. And now I never have to think about them again! Thanks guys
Unfortunately, this is why the rewards industry needs to be regulated; because, otherwise the consumer always ends up getting mistreated.
Right now, points are a total scam. I was browsing the Marriott redemption site, and their redemption value has no basis in fact… when nightly rates vary wildly. In the end, the redemption cost for points is typically well over double the cost to just buy the rooms in cash. So, unless you get the points for free, it’s a waste of time and generates a great deal of angst, because you’re knowingly getting screwed.
We need a law that all rewards points have to be tied to the dollar, at a certain rate, and must not have an expiration date. This way, the redemption value cannot change from one place to the next. Ideally, rewards points could be transferred to any other brand, whilst always retaining their original value.
Also, in the event of hotels merging or leaving, or any other redemption failures; any reservations already on the books must be honored… or the points must be paid out in cash in double their value, for compensation.
Why would the answer to a bad rewards program structure be goverment oversight? If you’re not happy with what Marriott is providing with their rewards, just don’t use them. Use another hotel company, use a third party like Hotels.com, or use Air BnB.
It won’t happen overnight, but the only way Marriott will make changes to their rewards program to make it more attractive/beneficial to consumers is when they lose customers. Also, of course you should be getting points for free. If you’re paying for points on the regular you’re doing it wrong.
#bonyoyed
MaryRot
Do we have a specific example of someone still in the dark?
Marriott told me today, “we have contacted all effected guests but one and provided remediation. These guests include those who canceled their reservation, the property canceled the reservation and the guest did not rebook, and the property canceled the reservation and guest did rebook at the property.
We’re working on reaching the last guest.”
Why the hell should we take Marriott at their word that only one uncontacted guest remains?
I know that number is incorrect based on e-mails received from readers.
Gary, stop being a Marriott Fanboy!
This is NOT true (unless I’m that last guest, but I seriously doubt it). I still do not have resolution for my stay originally booked for May 18th. I have spent hours on the phone with multiple groups, they refuse to do anything. I don’t have my points back or a reservation in place of the one canceled. I have essentially given up and had to change my flight to Bora Bora to a day earlier (thank you Air Tahiti for allowing that with no fee!). No one is actively reaching out about this problem at all – they don’t even understand the problem and don’t think there is a hotel in Papeete. A horrible situation and complete waste of my time after I was told in writing back in Oct: “We are pleased to inform you that the hotel will honor your reservation for a Preferred (free) Night Award, including Cash and Points, as your stay was originally confirmed.”
What is the meme behind weird capital letters?
BONVoY
I have a rewards reservation in December and it was not canceled!
The ability to cancel reservations: award or paid stay via the app has been hit or miss and has required phone calls to cancel or make changes.
The new app since BonVOY launch has BEEN paaaaiiinfully slow loading and navigating.
Seems like Marriott is in the lead in the race to the bottom. If the change for the negative keep up on the same pace, may end up just transferring for airline miles.