Non-Refunable

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Aug 11, 2019
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#1
“Member Rate Advance Purchase, prepay in full, non-refundable if cancelled more than 1 day after booking, see Rate detail”



Booked online on 7/26/19 @ 11:10 AM EST.
Canceled online on 7/27/19 @ 10:31 AM EST.
Basically cancelled with 40 minutes to spare from the 24 hours since original booking.

Put in a case with Marriott requesting a refund on August 6th. Received a commit for a 72 hour response. No response. No refund.

Submitted documents to Amex for dispute. After 4 days it was “cancelled.” I called to ask why and the rep put me on hold. When the rep returned, I was told the merchant said I agreed to the rate, booked on the 26th and canceled on the 27th. However, the rep said after discussing with the dispute specialist, Amex has decided to reopen the investigation (which came down to re-enter the dispute). I re-uploaded the docs and had the rep specifically state the docs show I canceled 23 hours and 30 minutes after booking.
 
Aug 11, 2019
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#2
Sorry I did not finish before posting.
...Amex is going through the process again, but am I missing anything?

I canceled within 24 hours of booking and the hotel has been unresponsive and not willing to refund Despite me acting with the terms and conditions set forth by Marriott (my perception that is).


I’m still waiting for an answer on the re-opened dispute triggered by Amex.​
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
18,799
17,000
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www.promalvacations.com
#3
We need to see the rate details. That doesn’t say you have 24 hours- it says 1 day after booking. If you booked on the 26 and canceled the 27- that’s the next day. That may be how they are looking at it.

We have company contacts for Marriott- have tried them?
 
Likes: VoR61
Aug 11, 2019
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#4
We need to see the rate details. That doesn’t say you have 24 hours- it says 1 day after booking. If you booked on the 26 and canceled the 27- that’s the next day. That may be how they are looking at it.

We have company contacts for Marriott- have tried them?

You may cancel your reservation for no charge until Saturday, July 27, 2019.
Please note we will assess a fee if you must cancel after this deadline.​


 
Aug 11, 2019
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#5
Sorry Neil. Didn’t mean to just C&P and hit send.

I spoke to Marriott Reservations and asked the scenario you spoke of. They said I am entitled.

I hung up and called the billing line now and asked what do I need to do now that Marriott says I am entitled. Currently on hold. Fingers crossed.
 
Feb 21, 2018
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#6
Interesting.

I am a Marriott Bonvoy member so I tried to book a random reservation. I chose the Member Prepay non-refundable rate, and when clicking on the "Rate Details" it give a generic "Please note that you may cancel your reservation for no charge until August 12, 2019"

This could very easily be interpreted that I have until 11:59pm tonight, August 11th, to cancel this reservation with no charge. That is a little more than four hours from now.

It doesn't say you have 24 hours...just "until August 12th". They may make the argument that once the clock flips to that date, your reservation is now officially non-refundable.
 
Likes: VoR61

jsn55

Verified Member
Dec 26, 2014
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#8
Resolved. Thanks to Neil for spurring a different route.

It is 24 hours - yes. The property was deferring to Marriott corporate. Marriott corporate intervened and said they have to fix it.
Excellent news, bdwlarue. I'm a bit surprised that Marriott would treat you so badly in the first place. I'm a Hilton/InterContinental person, and I would pitch a fit if either of them dealt with me like this. I hope they offer you some points for your inconvenience. I guess the rumors that I keep hearing about the SPG merger (or whatever it was) are still valid. Such a shame that these gigantic corporations don't do a better job at taking care of the details for their loyalists.
 
Dec 19, 2014
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#10
Full disclosure. We are Bonvoy elite members. I'm shocked at this point, because the OP was 100% entitled to cancel with a full refund. I'm shocked because, this should have been a simple refund request. Was it the hotel that was stonewalling? I'm super curious as to which hotel this was!
 
Likes: VoR61
Aug 11, 2019
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#11
Well, there is the rub. I am elite too. You’re shocked? I have been in a confused for two weeks until I stumbled across this site.

When the Marriott corporate customer service rep called today to tell them to reverse it, the hotel associate stated the rep would need to call Marriott’s customer service line.

The rep said it should be resolved son but I will believe when it posts to the account.

Can I post the hotel’s name
 
Dec 19, 2014
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#13
Yes you can post the hotel name. I might still use our email contacts to make SURE Marriott corrects this. I am not happy that a rep. says it will be resolved soon - you want a definite answer.
I would use the e-mail contacts so that Marriott management is aware of a non-conforming property. Otherwise this could be swept under the run and no telling if they do it again.
 
Aug 11, 2019
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#14
Four Points Sheraton Greensboro Airport.

Update: Amex said they got another reply from the property indicating the same thing. Dispute denied. Statement was I agreed to the rate and it was prepaid (no mention of the 24 hour window). They wanted to open a third one based on the info. That will be a post for another day. I just told Amex to forget for now.

I spoke to Marriott again this morning after Amex said I had another “property review”. I asked why the property doesn’t have a problem reviewing the Amex inquiry but won’t review with its own corporate inquiry when pressed. Basically, why Marriott has to wait but Amex gets an immediate reply. As Neil said, I asked for a definite answer. The Marriott rep reviewed the reservation system timestamps and stated I was due a refund. She said I need to call back again when the manager is present and they would call back again. This is simply not refunding the money and telling Amex what needs to be said to avoid a chargeback. I will update.
 
Aug 11, 2019
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#15
I would use the e-mail contacts so that Marriott management is aware of a non-conforming property. Otherwise this could be swept under the run and no telling if they do it again.
I will do this soon. I will look for the contacts on the board to start that run later today. I have to admit, this has been mind boggling and would not wish this on anyone.
 
Dec 19, 2014
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#16
I will do this soon. I will look for the contacts on the board to start that run later today. I have to admit, this has been mind boggling and would not wish this on anyone.
https://www.elliott.org/company-contacts/marriott/


Four Points Sheraton Greensboro Airport.
Update: Amex said they got another reply from the property indicating the same thing. Dispute denied. Statement was I agreed to the rate and it was prepaid (no mention of the 24 hour window). They wanted to open a third one based on the info. That will be a post for another day. I just told Amex to forget for now.
This is another shocker and is disappointing that AmEx isn't fully investigating your claim.

You're doing a great job of getting my blood boiled this morning. Hotel not following the published rate rules. Doubles down by stonewalling. Credit card not protecting the consumer. Nice.
 
Aug 11, 2019
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#17
Sorry to make your blood boil more but I called Marriotts elite line back as instructed. The rep told me I would have to wait 5-7 business days. I was insistent to speak with a supervisor. After three requests I was transferred. Gave my twentieth account of events. Supervisor agreed to call property. The supervisor came back and said the general manager was not Ware if the issue and correct it immediately. At that point I was beyond words but stayed quiet. They indicated it would be 3-5 business days from receipt of credit but has been approved. Wow is all I got.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
18,799
17,000
113
New York
www.promalvacations.com
#18
Dec 19, 2014
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#19
To be fair to Marriott, this is probably a case of a property or franchise a) not aware of the corporate policy or b) disregarding corporate policy.

Frankly, corporate botched this one too. It shouldn't take 3-5 days to reverse this charge. I would definitely write the Marriott executive contacts to make them aware of this situation. If it is a franchise (ie JAM hospitalities) that is unaware of the corporate policies, this needs to be corrected.
 
Aug 11, 2019
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#20
To be fair to Marriott, this is probably a case of a property or franchise a) not aware of the corporate policy or b) disregarding corporate policy.

Frankly, corporate botched this one too. It shouldn't take 3-5 days to reverse this charge. I would definitely write the Marriott executive contacts to make them aware of this situation. If it is a franchise (ie JAM hospitalities) that is unaware of the corporate policies, this needs to be corrected.
Neil and Chris - thank you. I will do it now. Take care.