hlhlaw07
DIS Veteran
- Joined
- Apr 27, 2008
A little bit of unexpected good news this morning. I cancelled my NYC trip for this weekend and I had a prepaid Marriott reservation that I called and cancelled on Wednesday night when I decided it wasn’t a good idea to potentially add to the spread. When I called them to cancel, they were pretty firm there would be no refund or credit (although the man I was speaking with offered me 1,000 points, which I kindly laughed and said thanks, but no thanks). He opened up a case for me and told me to have a nice night.
On Thursday, I received an email stating I wouldn’t be charged a penalty for cancelling and if I had any questions I should respond to the email. So, I responded and told them not being charged a cancellation penalty wasn’t all that helpful as it was a prepaid reservation and I was inquiring about a refund or a credit for a future stay when I wouldn’t be contributing to a virus spreading around NYC. Saturday morning I received the mass email from the Marriott CEO stating they were relaxing their cancellation policy to include more restrictive prepaid reservations.
I never received a follow up email to my follow up email, so I was going to give it a few days and call them back and see if they would apply the new relaxed cancellation policy retroactively to my cancellation. Well, I woke up this morning to an email from AMEX stating a merchant had issued a refund. So, I’m pretty happy with the way Marriott handled the situation when they really didn’t have to issue a refund.
Marriott good news stories are few and far between around here, so I wanted to make sure to share a good news story.
On Thursday, I received an email stating I wouldn’t be charged a penalty for cancelling and if I had any questions I should respond to the email. So, I responded and told them not being charged a cancellation penalty wasn’t all that helpful as it was a prepaid reservation and I was inquiring about a refund or a credit for a future stay when I wouldn’t be contributing to a virus spreading around NYC. Saturday morning I received the mass email from the Marriott CEO stating they were relaxing their cancellation policy to include more restrictive prepaid reservations.
I never received a follow up email to my follow up email, so I was going to give it a few days and call them back and see if they would apply the new relaxed cancellation policy retroactively to my cancellation. Well, I woke up this morning to an email from AMEX stating a merchant had issued a refund. So, I’m pretty happy with the way Marriott handled the situation when they really didn’t have to issue a refund.
Marriott good news stories are few and far between around here, so I wanted to make sure to share a good news story.