Have a travel related question? Post it here, and I’ll do my best to answer it as quickly as possible.
While anyone can comment on regular blog post, registration is required in order to post a question in this space. Creating your account is free, and you'll be able to see when your question is answered, as well as like comments from other users. And of course, you'll earn status points for offering helpful answers!
This space is intended to be more of a community as well, so please jump in and share tips!
covid-19 Marriott cancellations
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.
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:
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!