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Answers (3)

covid-19 Marriott cancellations

covid-19 Marriott cancellations

  1. Anonymous

    Dear Ben

    I had a reservation at Sheraton Esplanade Berlin,8&9 March. Plat Elite Member at the time. ITB conference, the reason why I planned the Berlin trip, was cancelled, so I contacted the hotel for options, with no response for days. Final reply, no refund. I manage to change the booking online, for a future stay, just to keep the reservation live, to hopefully use it again for ITB 2021. However, Sheraton then charged me 1 night for the first booking, and then both nights for the new dates I changed to. After Marriott announced we can cancel any booking till 30 Jun, regardless of conditions, I wrote to the hotel, just to be told, sorry, you only get 10% back. Directly contradicting what Marriott online is saying. I called central reservations, which then only sends a message to the hotel, and then I get the same standard reply back. No other contact details or email address to contact on the Bonvoy app or site. Any advice, please. As a loyal and frequent Marriott guest, this is leaving a sour taste in my mouth, especially after I told the hotel to keep the money, but move the booking to March 2021 for ITB next year.

  2. MidSouthSkier

    I’d probably write a concise, polite email to one of the Marriott contacts noted here and see if they can work a resolution for you:

  3. rickyw

    Also, to play devil’s advocate (I was in the same situation for a stay on March 12th – 15th)… your stay technically was over and done with before Marriott even announced their flexible policy. I was in the same boat and basically told to pound sand. Ultimately complaining to Marriott corporate netted me 15,000 bonus points (I’m a Titanium Elite).

    Just preparing you for what the outcome may be, sorry!

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