Non-Refunable

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jsn55

Verified Member
Dec 26, 2014
8,397
8,503
113
San Francisco
#21
Ah, the property in question was SPG. There's undoubtedly bad blood about the merger/whatever and they're stonewalling Marriott. Maybe the hotel is up for sale. Maybe the hotel owner is going to switch affiliation. From what I've read, Marriott people are up to their ears in problems and ... literally nobody ever worked your case properly. I would keep up the pressure all the way up on our Corporate Contacts. They've caused you a great deal of grief and they should compensate you handsomely with points. The higher the executive, the more generous the offer could be.

It's funny, Hilton just pushed me to the brink over a really stupid problem in Bath, England. They offered nice compensation but wouldn't give it to me! I've been Diamond there for years and I was an inch from switching hotel chains. Maybe the loyalty plans of large hotel chains have been taken over by Martians who don't know what it is they're supposed to be doing.
 
Aug 11, 2019
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#22
Ah, the property in question was SPG. There's undoubtedly bad blood about the merger/whatever and they're stonewalling Marriott. Maybe the hotel is up for sale. Maybe the hotel owner is going to switch affiliation. From what I've read, Marriott people are up to their ears in problems and ... literally nobody ever worked your case properly. I would keep up the pressure all the way up on our Corporate Contacts. They've caused you a great deal of grief and they should compensate you handsomely with points. The higher the executive, the more generous the offer could be.

It's funny, Hilton just pushed me to the brink over a really stupid problem in Bath, England. They offered nice compensation but wouldn't give it to me! I've been Diamond there for years and I was an inch from switching hotel chains. Maybe the loyalty plans of large hotel chains have been taken over by Martians who don't know what it is they're supposed to be doing.
Sent an email to the primary contract at Marriott. Will keep you posted.
 
Jun 27, 2017
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#25
I became an SPG member in 2009 with the purchase of a timeshare at the Westin Kaanapali, a resort we still enjoy. Or at least I think we do. We'll see if we still do when we check-in later this year.

The points that were given to me outright, awarded and/or purchased at a discount over the years were plentiful - until the merger in 2016. Contacting or dealing or making a request with SPG was easy - until the merger. Being recognized at check-in and given upgrades, late check out, or free breakfasts almost always happened - until the merger.

Now as a Marriott Bonvoy Gold Elite member, the service is just the opposite. It's horrible. And the points needed to stay at hotels where we stayed previously have tripled or quadrupled. Example: Four Points by Sheraton Tucson Aiport. Points required per night prior to the merger: 2,000 or 3,000. Points required per night post-2016: 17,500. And the hotel is no longer THE place to stay for many reasons. Same goes for the Aloft in Tucson and Phoenix.

Right now, Marriott is offering 50,000 points to get a Marriott Bonvoy "BOLD" VISA card. Big whoopie. 50,000 points gets you 2 nights at the lower end hotels; less at the middle hotels. Can't wait to hear the spiel when we check-in at the Westin Kaanapali.
 

jsn55

Verified Member
Dec 26, 2014
8,397
8,503
113
San Francisco
#26
I became an SPG member in 2009 with the purchase of a timeshare at the Westin Kaanapali, a resort we still enjoy. Or at least I think we do. We'll see if we still do when we check-in later this year.

The points that were given to me outright, awarded and/or purchased at a discount over the years were plentiful - until the merger in 2016. Contacting or dealing or making a request with SPG was easy - until the merger. Being recognized at check-in and given upgrades, late check out, or free breakfasts almost always happened - until the merger.

Now as a Marriott Bonvoy Gold Elite member, the service is just the opposite. It's horrible. And the points needed to stay at hotels where we stayed previously have tripled or quadrupled. Example: Four Points by Sheraton Tucson Aiport. Points required per night prior to the merger: 2,000 or 3,000. Points required per night post-2016: 17,500. And the hotel is no longer THE place to stay for many reasons. Same goes for the Aloft in Tucson and Phoenix.

Right now, Marriott is offering 50,000 points to get a Marriott Bonvoy "BOLD" VISA card. Big whoopie. 50,000 points gets you 2 nights at the lower end hotels; less at the middle hotels. Can't wait to hear the spiel when we check-in at the Westin Kaanapali.
Oh ugh, what a mess. I am not a Marriott person, but I have surely heard a great deal about the merger. Apparently hotel schools are now making the story part of their curriculum on how to destroy a hotel chain in the shortest time possible.

It seems to me that it's now a waiting game. I would think that eventually they'll straighten it all out, Marriott has had a solid reputation for decades and I think their loyalists have been backed into a corner, there to be left wondering what on earth was going to happen to all their points. All the big guys, of course, have been raising redemption rates on hotels for several years ... the points required to redeem a night at a 5* Hilton are ridiculous. I just looked at the Waldorf in Versailles ... 379K points per night. Fortunately, they added "points & cash" a few years ago, so I can still make it work in my favor. But I'm sure you won't ever see any redemption rates like you enjoyed at SPG. I'd start hanging out on FlyerTalk to keep up with all the gyrations, and I would definitely seek out a status match at HHonors or InterContinental. I can vouch for both of them ... at least today. Good luck in Hawaii, please message me when you get back, I'm very eager to hear what happens.
 
Jul 7, 2019
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#27
“Member Rate Advance Purchase, prepay in full, non-refundable if cancelled more than 1 day after booking, see Rate detail”
We have brought up this point last year with the merger as it also became part of SPG hotels. Not one person at all customer service calls including supervisors knew the answer. This was before we knew the Chris Elliott site.
We just couldn't believe how a major company could have such misconstrued reservation language.
Sorry to hear these troubles bdwlarue, but hopefully this will guide the company to change the language and make it easier
for us all. Thanks.


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.[/i]
 
Likes: jsn55
Dec 19, 2014
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#29
Now as a Marriott Bonvoy Gold Elite member, the service is just the opposite. It's horrible. And the points needed to stay at hotels where we stayed previously have tripled or quadrupled. Example: Four Points by Sheraton Tucson Aiport. Points required per night prior to the merger: 2,000 or 3,000. Points required per night post-2016: 17,500. And the hotel is no longer THE place to stay for many reasons. Same goes for the Aloft in Tucson and Phoenix.
@SierraRose49
To be fair..... prior to the merger, SPG gold was NOT equivalent to Marriott gold, and the points were NOT equivalent.

Prior to the merger:
SPG Gold : required 10 stays or 25 nights
Marriott Gold: required 50 nights

SPG Gold: welcome amenity was a drink or beverage
Marriott Gold: guaranteed lounge access or continental breakfast

SPG Gold: earns 3 points per dollar spent
Marriott Gold: earns 10 points per dollar spent + 25% bonus

When your SPG points were rolled into Marriott then Bonvoy, you got a 3 to 1 conversion ratio.
SPG cat 1 = 3000 points, with the conversion it becomes closer to 9000-10000 points required
SPG cat 2 = 7500 points, with the conversion it is closer to 22500-25000 points required

So to say that everything has tripled, you have to take into consideration the conversion factor.

I don't like some of the changes, and agree that there is a degradation in service, but it isn't as bleak of a picture as you describe.

Full disclosure (and some might accuse me of being a Marriott apologist), prior to the merger, we were SPG lifetime gold, and MR gold.

As SPG gold, I would occasionally get room upgrades, but never free breakfast, and late checkout was hit or miss. If you were SPG Platinum and was downgraded to Bonvoy Gold, I can understand your complaint.