I’ve been vocal about my frustrations with Marriott’s new loyalty program.
My issue isn’t even the program as such, but rather Marriott’s seeming inability to have it function properly. This seems to be an issue of Marriott’s IT being offensively bad, combined with Marriott giving hotels way too much leeway to just do whatever they want.
Over six months after a single program was formed (for all practical purposes) we’re still seeing a countless number of issues.
In this post I wanted to briefly touch on something that is only tangentially related to Marriott Bonvoy. About a week ago Steph wrote about how Marriott is requesting cash deposits for many refundable award stays, which seems a bit unreasonable to me.
But this seems to be part of a much bigger issue — what on earth is going on with Marriott’s cancelation policies? I’ve received no fewer than a dozen messages from readers per day lately asking for clarification on this stuff.
This isn’t just limited to award stays, but also applies to revenue stays. For example, I just tried to book a hotel and the confirmation page stated the following cancelation policy:
Changes to your reservation are not permitted. Please note that you may cancel your reservation for no charge until June 19, 2019. Please note that your prepayment for this special rate is non-refundable.
Here’s a screenshot, just in case you don’t believe that this is how the world’s largest hotel chain is displaying their cancelation policies:
This is only one example of the world’s largest hotel group displaying cancelation policies that can only be described as gibberish.
The odd thing is that this was never an issue in the past, but only in the past couple of weeks has this become a problem, so I have no clue who came in and said “meh, this is working too well, let’s see how we can screw this up.”
Marriott, please, please, please get your act together. This is embarrassing. I’m fine with Marriott Bonvoy not being Starwood Preferred Guest, I’d just love for the program to work the way it’s supposed to.
This isn’t “noise around the edges.”