It sure seems like some hotels forget that they’re in the hospitality industry…
In this post:
Hotel demands response in 24 hours, or else
Back in March 2025, the Le Meridien Maldives had a mistake rate, with some very good deals ($152 per night, not including taxes, fees, or transfers). The hotel ultimately honored these rates, but now seems to have a sneaky scheme to cancel reservations on guests.
JT Genter took advantage of this deal, and reports how he received an email from the hotel, for a stay that’s roughly three months from now (and the stay is refundable until one month before arrival).
The hotel requests the full names of both guests plus their international arriving flight details. Fair enough. What’s not reasonable, though, is what’s written underneath that:
This information is required to update your seaplane transfer. We require this information within the next 24 hours in order to keep your booking active in our system. Please note that if the booking is canceled, we will not be able to reinstate it at the same rate, as the offer has now closed.
So the hotel sets a completely arbitrary 24 hour deadline (still two months from the cancelation deadline). The hotel isn’t even being secretive about its real motive here, specifically referencing how “the offer has now closed.”
Is this really the way for hotels to do business?
Big picture, the hotel industry has certainly evolved post pandemic, and we’ve seen many hotels increasingly take cues from ultra low cost carriers in terms of fees, service cuts, and inclusions (ironically, many ultra low cost carriers have become more full service during that time, but I digress).
In this case, the hotel is obviously looking for some sort of a “gotcha” to be able to cancel reservations. But this crosses the line by such a big margin that I can’t even wrap my head around it.
There’s simply no reasonable basis on which you can threaten to cancel a reservation if you don’t receive a response within 24 hours for something that’s not time sensitive. Never mind that the hotel sent this message months after booking, so it’s not like the hotel has been putting effort into getting this information.
One certainly has to wonder at what level this decision was made. Like, is the general manager aware of this, did someone in sales request decide to add this language, or what?
Bottom line
Earlier this year, the Le Meridien Maldives had a mistake rate, which it ultimately honored. However, the hotel now seems to be emailing some guests who have stays months from now, demanding to know their flight information immediately. If the guests don’t respond within 24 hours, the hotel claims it’ll cancel reservations, and won’t be able to reinstate the rate.
Sometimes it feels like the hospitality industry has turned into the hostility industry…
Does the hotel operate the seaplane or a third party? If the hotel operates it then the deadline could be much closer to the reservation, but if it is operated by a third party, it is possible it could have a deadline. If this were true, then the hotel should prove it to the customer to show that it is not the hotel's fault, if this is ineed the case. Consider if you complained to Marriott, it could be seen by Marriott that the hotel had a legitimate reason.
Hi Ben,
I reached out directly to the general manager at Le Meridien Maldives. It looks like Nilesh Singh (we met him in August 2022) has moved out and Thomas Schult is now the GM. I got a response overnight and he reiterated the plan to honor the mistake fare. He promised to look into this communication himself. We really liked this resort and cannot wait to see how they make this right for those who booked this rate.
Is there an Ombudsman to report this to?
$152 /night for being stuck on an island jungle that needs a seaplane to access is a bit high if you ask my opinion. The fact that they're mad that they booked a bunch of dumb travellers to pay that rate instead of a higher one, is just greedy. I would cancel now and be glad you dodged a bullet.
I mean, where's the clubs, and the nightlife? Just pass on it.
Why does this move by a Marriott linked property not surprise. Plus the Maldives are sooo overrated anyway….don't believe the hyper hype
Not that I expect it would be available, but destination2 have this hotel listed as about 300 per night still :D Link it from the hotels page on tripadvisor.
Anyone being told they need to give seaplane details in 24 hours should 1 * them on google and tripadvisor too.
Just had my Westin Fiji award stay for November canceled — more than three months after booking. Marriott clearly knew the hotel wouldn’t be open but waited until now to inform me. I’d already booked flights with hefty cancellation fees, and Marriott offered no compensation or alternatives. So much for the “Ultimate Reservation Guarantee.”
I think Dusty makes a good point. When they make a mistake they will do whatever they can to not fully honor it. In this case with JT’s booking it is even worse. He booked a refundable rate and there is still time for him to cancel it and get a full refund. Yet, this hotel is playing games by asking him to provide the flight information and if they do not receive it within...
I think Dusty makes a good point. When they make a mistake they will do whatever they can to not fully honor it. In this case with JT’s booking it is even worse. He booked a refundable rate and there is still time for him to cancel it and get a full refund. Yet, this hotel is playing games by asking him to provide the flight information and if they do not receive it within 24 hours they will cancel his reservation. Also, who says he has to have a flight reserved now because he can even book it a week out if he wants to do so especially if there is a last minute award sale. Imagine if it passes the refundable date and time and it was booked at a normal rate, you know that hotel will not let you cancel it unless you are ready to pay up at least a full night.
I'm surprised they are even honoring the rate. Years back I booked at a hilton in taipei at a 'mistake' rate. They sent an email to me in chinese around a week before check in telling me it was a mistake and they wouldn't honor it. If I weren't paying close attention to my inbox I would have had a nice surprise when I arrived. I had to google translate the email to even know what it was about. The mistake rate was like a 50 USD a night difference lol.
Typical Marriott customer service lately. Marriott is by far my preferred hotel chain for business and personal travel, but it has gone down hill substantially in the last few years.
I am now starting to take my corporate business to Hilton as they seem to really appreciate their loyal customers.
Let’s all go to Maldives and protest! Let’s march and loot! Come on, let’s go!
Oh wait, they probably wouldn’t allow that there.
While all hotel groups have outlying bad apples, Marriott properties on a widespread basis have long ago been egregious enough in their treatment of guests that it's safe to say... if you're giving them your business, you're a fool.
I learned my lesson. Sorry some of y'all haven't learned yours.
Business makes a mistake, the customer is to blame. Classic move in the I-am-never-accountable playbook.
Isn’t this still better than canceling everyone’s reservation due to a pricing mistake??? Airlines cancel them all the time.
You guys took advantage, stop whining now that the hotel wants to force cancellation via some other ways. You play to win, some times you win and some times you lose. Stop complaining.
I don't suppose you work for that 'criminal' organization ... !
If they cancel the res, sue 'em in small claims court ...
They really should honor the rates as reserved, but they were bound to try and wiggle out of it somehow. It appears that the resort is owned by a Singaporean outfit and managed by Marriott. Never get between a crowd of Singaporeans and a dollar bill, you'll be trampled in the stampede.
Dear Le Meridien Maldives,
Thank you for your proactive inquiry. My traveling party would like to reserve our rights to arrive on my personal seaplane. Should we require seaplane transfer I would inform the property 24 hours before my arrival.
I have retained services from a Maldivian law firm SkaddenArps ;) and have cc them to this to help facilitate my arrival.
I expect Le Meridien Maldives to valet my seaplane for the duration of...
Dear Le Meridien Maldives,
Thank you for your proactive inquiry. My traveling party would like to reserve our rights to arrive on my personal seaplane. Should we require seaplane transfer I would inform the property 24 hours before my arrival.
I have retained services from a Maldivian law firm SkaddenArps ;) and have cc them to this to help facilitate my arrival.
I expect Le Meridien Maldives to valet my seaplane for the duration of my stay and I would also bring my emotional support platypus, Tim. Please take proper care of my fluffy Tim. He only eats premium food with triangled shape.
We are looking forward to our stay.
Are you leaving your emotional support clam at home?
Oh Eskimo... THANKS !!! LOL
I admit the approach taken by the property leaves a bitter aftertaste. However, to be quite fair, they could have also just notified concerned guests/bookings that it was an "error-fare/rate" which would simply be defaulted, and that would be the end of it and noone would say anything.
Then they should do that. They didn't want the bad press associated with not honoring the mistake rate but now they want to make the customers' experience worse...
Imagine how crappy their stay is going to end up being with a hotel that actively didn't want them there...
But all these hotels operate similarly to the AA service manual. Hotel guests are APITA & not wanted. only the $$$ that is extorted a 'fee' at a time.. "A death by a thousand fees" !
I have no problems with this. Gamers will get gamed, it's part of it. It would be one thing if a handful of people who've never been to the Maldives took advantage of this offer but it's not. It's the usual suspects in this points and mileage world.
Good for JT for catching it but tipping my hat at the hotel management at the same time.
I disagree. Airlines and hotels both are quick to charge consumers for making mistakes in the form of cancellation/change fees, with very little time to verify if a mistake was made to begin with. It's only fair that when airlines and hotels make mistakes, they are held to it. You published an incorrect fare? Sucks man, you published it, that's on you for not doing your due diligence. You'd charge for cancellation/change if I mucked...
I disagree. Airlines and hotels both are quick to charge consumers for making mistakes in the form of cancellation/change fees, with very little time to verify if a mistake was made to begin with. It's only fair that when airlines and hotels make mistakes, they are held to it. You published an incorrect fare? Sucks man, you published it, that's on you for not doing your due diligence. You'd charge for cancellation/change if I mucked up a date and didn't realize it until later.
Trying to weasel out of your mistake months later is unfortunately par for the course for the industry, but it should not be accepted by travelers or government regulators.
Glad someone is finally speaking up for the millionaire hotel owners and billion dollar hotel brand.
How does that boot taste?
I absolutely agree with you John. I have been clumsy on numerous occasions with wrong names, incorrect dates etc. and every single time I have been charged by the hotel for a correction or received no offer of a refund. I have generally accepted this as it was my own clumsiness to blame. When the tables are turned they should do the same!
Meant to say I agree with Dusty above
I usually check things over multiple times, but I've entered a wrong departure/return date more than once, and I also got informed 12 hours after booking international flights for my soon-to-be father-in-law that he actually wanted to stay with us 2 weeks longer than I was originally told. Good thing he told me within 24 hours that he was staying longer, otherwise I would have gotten cancellation fees and an eCredit, not a cash refund,...
I usually check things over multiple times, but I've entered a wrong departure/return date more than once, and I also got informed 12 hours after booking international flights for my soon-to-be father-in-law that he actually wanted to stay with us 2 weeks longer than I was originally told. Good thing he told me within 24 hours that he was staying longer, otherwise I would have gotten cancellation fees and an eCredit, not a cash refund, for a pair of $1.5k plane tickets. There's just a lot of ways bookings can have mistaken info entered on them from the consumer end and we have to pay up for it, but god forbid a hotel or airline honor its own published mistake fair.
Youre an idiot. 'Gamers get gamed', what an absolute clown statement.
Look at the country, are you really surprised ?
Yes, this is the same racist incel as noted in the other thread
Legendary Marriott customer service.
Where did people find out about this rate?
Was it posted on here? I dont remember seeing that?
I saw in on Instagram by Monkey Miles. I was surprised that it wasn't posted here.
Muslim country. No interest in going anyway.
I'm straight, but I won't go to a country where same sex relationships are illegal (outside resorts there, apparently). It also bans open practice of any religion other than Islam. Why would I want to go there?
Wonder if they also frown ( probably worse ) on attire, any public displays of affection regardless of sexuality. Let's also not forget prosecution for any cannibis residual in bloodstream upon arrival, or forced invasive vaginal inspections just to name a few more civil rights 'amenities' ...
RWNJ racist alert!
RWNJ racist alert!
Code red!
The ownership of a Bible in the Maldives is punishable by death
Yup, outside of the flashy resorts with their free-flowing champagne and privage seaplane transfers, the Maldives is a genuine shthole country, through and through.
I will likely never set foot in a "Muslim country." It has nothing about disdain for a religion. I feel no differently about them than other religions (I have none). But, I won't travel to or through a country that, by law (even de facto), treats gays, women, non-Muslims, etc. as second class or worse. Further, I was in Russia in the early 90s. I won't return under this regime. Also, Venezuela, China, and others...
I will likely never set foot in a "Muslim country." It has nothing about disdain for a religion. I feel no differently about them than other religions (I have none). But, I won't travel to or through a country that, by law (even de facto), treats gays, women, non-Muslims, etc. as second class or worse. Further, I was in Russia in the early 90s. I won't return under this regime. Also, Venezuela, China, and others are on my list. This about policy not race, religion, etc. BTW, every country on my "no fly" list seems quite happy I won't go visit them ;)
Wait till he gets there and the special rate gets him the worst possible room.
I booked this amazing rate as well (also for 3 months from now, LOL) and unfortunately had to cancel. It's a shame that the hotel is acting this way because otherwise it's a great bang for the buck, even at the regular price.
Look at it this way ... You 'dodged a bullet' by not going there !
Me as well. I had this booked but couldnt manage time off from work so canceled it a month after booking. Dodged a bullet
This happened in many cities where Taylor Swift was performing on tour. Hotels and Airbnb's.