Remember how mad you were when they changed the policy to one day before? How does two days sound to you?
Marriott cancels its 24-hour cancellation policy - Jun. 16, 2017
mikieg, how does Marriott's policy revision to 48 hours compare to other chains? I have been with Marriott so long, and stay in other brands so infrequently, I am unfamiliar with what competitor policies are. Has this become an industry standard, or is Marriott leading the way on this front? erc, do you know the answers to these questions? Just curious....
Reports on FlyerTalk - Marriott are that other chains are showing similar movements (funny how that works isn't it?)
New Cancellation Policy - FlyerTalk Forums
and then over at FlyerTalk - Starwood - a lot of gnashing of teeth and hate. I told everyone we'd be glad we had already experienced the Marriott 'enhancement' approach - we're battle tested ,
Cancellation Policy Change reported at Marriott also applies to Starwood - FlyerTalk Forums
While I agree, what one hotel group does, the rest surely will follow, IHG, Hilton, Hyatt, and LQ have not followed Marriotts lead despite what Flyertalk proclaims. #NotMyHiltonHyattIHGLQ
Now having said that,10 seconds from now, their policies will probably change.
I hear you. You and mikieg would know best. As one Marriott social media executive once said, "those FlyerTalk folks often come at you with their hair on fire", but sadly, as you suggest they might, their intense negative predictions sometimes come true.
The Starwood posts highlighting their hatred of Marryrot bordered on being entertaining - gallows humor I guess for those of us, used to Marriott 'innovation'.
If anything, perhaps this highlights the powerful deal Marriott cut with OTAs, because one would certainly think this would drive some business the OTA way, but apparently the cost is less than the gain of opening up last minute rooms with higher rates. The discussion at the hotel industry conference about RevPar no longer being measured by the room, but being measured by the hour and employee is apparently the future, coming at us fast.
Marriott is leading the way.
So do people not like this new 2 day cancel? I am used to just 24 hrs notice. I think that 48 hrs is wonderful! But there is always someone who complains However, the rest of us, who are , can just enjoy the 48 hrs.
What is new is that Marriott is changing the amount of time a guest must provide in canceling a reservation from one days notice to two days notice or else the guest has to pay the entire nights rate as a penalty.Now, like you, I'm happy as a clam, but I can appreciate the headache and potential financial loss this creates for the business traveler, who often at no fault of their own, must rearrange their schedule (for example should a client at last minute, change the date of their meeting).
So adding to the business traveler's inconvenience of reworking all of their presentation efforts and travel plans, is now the increased risk of a financial loss.
I am confused ilmk0801,why are you happy about this change? As erc said , it now means we need to provide a two days notice to cancel a room or be charged vs just the one day notice prior to this change. I wish they would have at least given Platinum members a waiver of this rule. Not that I end up canceling reservations that close to the actual date but still, I can see for many business travelers being delayed on a flight or a last minute one day change in plans could be costly with the new policy. I do understand Marriott's (or any hotel chain) need to make this change since I imagine that end up with vacant rooms from last minute cancelations. Just feels like another lessoning of elite benefits.
I am not happy that I am required to cancel 2days in advance BUT then I may have a better chance of getting an upgraded room then if people cannot cancel within that time. That is why I am happy. Not the best way to be happy about it but I tried to find the silver lining. I believe for elites it should be waived though...I mean why not for ppl who spend so much time with Marriott. Still just because Marriott has changed this right now, doesn't mean if enough elites and customers complain that they won't change it back or make an exception for elites, etc.
Sorry I always try to find a silver lining in anything that's negative impact.
As a leisure traveler I do not have a problem with this change. Quite frankly, I could never figure out how Marriott could afford to have a 24 hour cancellation policy in the first place. This change in policy will help travelers (including business travelers) who need to secure a last minute room or score an upgrade.
Late to the game, but...
With a 6pm or 24-hour policy, I would cancel a room and free it up. With a 48-hr policy, it's too late, and I won't bother, but the property will need to hold the room for me. I see this as reducing availability.
Then again, if folks start reserving rooms at other chains, I guess it frees things up.
I'm with taxman, how can anybody who travels find this appealing? I can recall canceling dozens of stays either due to travel delays or being told that I have to be in another city.
A waiver would have been great, but not when the almighty dollar is at stake. Ironically, these recent changes goes against everything the Marriott family stood for.
Wow. Two days. I don't agree with that. The schedules changes so often for people. This will make some travel very difficult. I didn't think the 24 hour time period was too bad. But this is too much. Thanks for bringing it to my attention.
Particularly irritating on my business travel. Its fairly firm, but does have changes. I was able to work within the 24 hour policy pretty well. Two or three days is going to be a challenge. They will lose some of my business.
The policy is being applied unevenly as I just made a reservation with a 1-day cancellation. So perhaps it's restricted to certain brands or markets?
You might want to check those reservations. I did the same - made several bookings with a 1-day cancellation after the policy changed. Those have now been changed to 2-day cancellation even though the booking confirmation emails indicate a 1-day cancellation. Not impressed....
You are covered by original terms at time of reservation.
As a former hotel owner, I totally understand the move. Revenue management systems are providing great data for hotel owners to manage their inventory, pricing, and timing of reservations. With that said, I would prefer the flexibility of a "closer in" cancellation policy, but . . . Over the past few years, the trend has been towards later bookings. Consumers are waiting until closer in to reserve. This change seems to add to that challenge.
I just booked one night at the Chicago Marriott Downtown Magnificent Mile. Free cancellation is THREE days before!!
The AC Hotel Chicago is showing two day cancellation!
As a Marriott loyalist, I understand the need and appreciate their ability to be an industry leader. However, I do not see this as a beneficial change c at least not for the consumer. The flexibility of the Marriott cancellation policy has always been one of the perks of membership. Maybe I am one of the frequent offenders who use this policy to their advantage and probably annoy the hotels but I only cancel when the trip does not happen; I do not cancel to stay somewhere else (unless I find a better deal at a nicer Marriott brand nearby).
Regardless, I don't really care if Marriott wants to change this cancellation policy globally, but it should remain for Marriott elite members. This should be a continued Perk for those that continue to give the Marriott brands (and now or eventually, the Starwood brands) their loyalty.
I dont understand how marriott becomes an industry leader by making life worse for consumers. Agree that most chains will adopt but like southwest with airlines a change will devide to become the flexible leader and probide better options
This new policy may actually backfire for Marriott. It may drive more Millennials to book last minute deals on the discount websites rather than reserve in advance. I will likely reserve two hotels for stays that involve potential travel changes: one at my preferred locations (Marriott or HGI), and one at a property with more flexible change options. Then I will cancel my Marriott reservation 2 days in advance if there is a possibility my travel plans will change.
I agree that this also opens the door for other chains to take the Southwest approach, buck the trend, and attract more customers.
superchief1, I think you are spot on here. This is exactly what I'll have to do too. My clients frequently change scheduled meetings, and I'll have to do this kind of jockeying to avoid an excess fee, or I'll simply have to avoid Marriott altogether on my less certain itineraries. I've gone out on a limb to stay at Marriott for years, but there is no way I can let my company get stuck with fees for a room I'm not in. Backfire indeed.
Just booked Cincinnati Marriott Riverfront - 2-day cancellation. C
In spite of the change, one needs to really carefully read the cancel notes before reserving as some are 3 days and i have seen 5 days.
Just booked the Marriott in Santa Ynez a week or two ago - 3-day cancellation! Did not even notice. SO much for the change just happening the other day.
Keep in mind that some Hawaiian resorts have a 14-day cancellation penalty! I haven't noticed those in any other markets, and not just at the Vacation Clubs, either!
The lovely Harbor Beach resort in Ft. Lauderdale (Bill's favorite) required a 7 day cancellation. These cancellation policies will no doubt be applied property by property with each individual property deciding what's in their best interest (often not in congruence with ours).
Once again demonstrating the need to always keep a copy of the e-mail confirmation, because in some 'worse of' cases, Marriott retroactively changes the terms of your reservation on your personal account on Marriott.com (they can't get to your e-mail - at least, not yet ).
Well, as Yogi would say: this is deja vu all over again. In 2015 Marriott went from cancelation by 6 pm on DAY OF ARRIVAL to 24 hours, and a brief two years later they are up to 48 hour cancelation. At this rate, you'll soon have to cancel BEFORE YOU'RE BORN to avoid fees. Just because airlines do this is no reason for Marriott to climb on the extortion train. And all the howls of complaint from elite members two years ago?? You can see the impact we had.
I'll say three words: Midwest ice storm. 2016 Christmas eve I had family converging on St Louis when the ice storm hit and I even posted high praise for how Marriott's Platinum phone line handled the ensuing chaos. BUT: we shouldn't have to rely upon the Marriott Lords being condescending to us benighted peasants, and I would have been mad as heck to have been hit with multiple cancelation fees.
Right now I have ten (10) advance reservations in queue in multiple time zones and multiple continents, but maybe I too should take a page from "the kids." Lyft has worked out pretty well, and maybe we should give AirBnB a look. After all, a small Starbucks as a Platinum welcome gift isn't exactly earning my undying loyalty.
I'll join the list of those who think elites should get some sort of waiver on this, either a 24 hour cancel across the board for Platinums or a few 'get out of jail free' cards.
Will Marriott join the airlines in providing waived cancellation fees in the case of weather emergencies? Or will they become the bad guy in the case of unreachable destinations?
Interesting comments above suggesting that FlyerTalk are reporting that SPG are going this way too. I have just had a major booking spree to ensure my SPG Platinum status for next year, altogether I have booked 15 separate stays, a mixture of Paid For, Points and Cash and Points (using the points I have just bought using the current 35% off points purchase promotion which expires July 14). I have checked and every single one of these stays has a 24 hour cancellation, so no sign yet of 2 days in the land of Starwood.
After spending 50+ nights per year at Hiltons for the past decade, I have been contemplating a change in brands, simply because the HH loyalty points are virtually worthless. Marriott's new cancellation policy is an absolute deal breaker for me. If other hotels follow suit, I will simply not make any reservations until I reach my destination. There are simply too many instances where I have to change reservations for reasons that are completely out of my control. Whatever gains Marriott may experience in FU cancellation fees will undoubtedly be lost in customer loyalty and advance reservations.
Someone earlier mentioned :"I see why hotels NEED to do this" (or something close to that)....
That's hogwash. They've been doing great without this policy change. It's a simple cash grab that will result in a few more dollars, many upset, unsuspecting potential clients, and possibly a loss of some heavy users who can't afford to get stung. Short term thinking, short term profit, long term loss.
Sorry if this is a little off topic but... Not long ago I was told by a reservationists on the Marriotts 800 # line that when booking a room with rewards points you can cancel anytime and you will get the points back.
anyone have experience with this?
i agree that cancellation notice varies by hotel- I noticed that and that is what prompted my conversation with the reservationist.
hazelnut I've noticed with point redemption bookings, that many times they still have a 1-3 day cancellation, and if you don't cancel in time, they'll charge a one-night rate but give you your points back.
I noticed with Starwood the same thing, you get the points returned to you, however they will assess a rate equivalent to what they would have charged for one night. But I also noticed that Starwood gives you the option to call a Platinum Concierge so you can tell them you'd rather forfeit one night of points in lieu of the fee.
Has anyone figured out what "48 hours" means? 48 hours before check-in time, usually 3pm or so? 11:59pm 2 calendar days in advance? Hotel time zone or my time zone?
Since the travel industry is going like gangbusters now, it's easy to see how they are able to get away with this. Just yesterday United Airlines announced a $700 million profit for the quarter, not the year, the quarter. This comes on top of their public relations fiasco with the guy being dragged off the plane. What this means is that consumers don't care about service but the cheapest, most efficient way to get to their destination.
Actually UA made $818M or an average $9.08M profit per day
Economy up= more people traveling=marriott making money=more restrictions
If we recall, when Marriott moved to a full one day cancellation policy, carat (is she still with us? let's hope she's summering in the Maldives, but we haven't seen her for a month ) dutifully reported the explanation as it was passed down from The Appropriate Team; "the new policy is to provide late schedulers an opportunity to stay at Marriotts".
I have noticed (and booked) some recent Washington DC hotels (M St. Marriott, vaboy's hangout Fairview Marriott, Tysons Marriott and a couple of others) offering < or near $100 rates during the summer. These rates are available now (meaning I didn't book my usual eleven months in advance, snagging a rare price).
Anyone knowing DC prices and demand, knows that < $100 rates in America's capital city is a low price indicating plenty of supply. These reservations all came with 3 day cancellations. Marriott has essentially created a new, hybrid version of an Advance Pay, highlighting once again the strength of the lodging industry.
I concur ERC . Got stuck in charlotte last night andbat 830pm needed a hotel near the airport and had a choice of all of them so it does come as a form of advance pay and i am sure they know that a certain % will need to cancel within 48 hours and they will pick up the extra revenue
As many of us knew and predicted:
Hilton CEO Christopher Nassetta quoted - bold print mine
And he hinted at more “testing.” “We are, to your comment, testing some other things,” Nassetta said. “I’m not going to get into it in detail because we’re deep in the middle of it. But hopefully sometime in the second half of the year we will layer some incremental opportunities on top of that, that would really start to bifurcate. Then really thinking about from the 48-hour, 72-hour mark out to seven days, creating fully flexible pricing structures and semi-flexible pricing structures that would require potentially even cancel seven days, within seven days.
As we also know, once one chain tries it and labels it effective, it becomes an industry norm.
Buckle up is an appropriate piece of advice as hotels take another page out of the airlines revenue growth handbook .
I am in the middle of my first trip since the new 2-day cancellation policy came into effect, and I can tell you, I am hating it! This is a road trip is for 5-6 nights, stopping in 4 different cities (including a stop for the total eclipse!)
The 2-day cancellation policy has been a total pain on this trip. My plans have involved various appointments with different people, and there have been a lot of shifts. It wouldn't have been too hard to know my plans one day in advance, but two days in advance is just too difficult.
One thing that made this trip easier is that one of the hotels I'm staying in (an FI) still has the very old policy of cancellation the day of! But the others have been hard. I had made reservations for this coming Weds for a SHS, and decided this evening to cancel my reservation. I just don't feel certain enough of my plans to risk a $150 penalty, and it looks like there will be plenty of hotel availibility in that market for that date. So I will just make last minute reservations.
In fact, I was discussing this issue today with a friend who, like myself, is MR Platinum, and he said from now on he will just make last minute reservations. I think that will be my strategy too for many of my trips. If a lot of us react this way, I don't see how that will help Marriott with its stated goal of managing its reservations better.
Are others hating this as much as I am? If so, what about a letter-writing campaign to Marriott corporate. Do you think there's chance they would listen?
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