In a class action suit filed against Marriott International, the hotel chain has agreed to give guests refunds if they used points to pay for stays in select hotels, including the Ritz-Carlton in Half Moon Bay, The Ritz-Carlton Grand Cayman, and The Ritz-Carlton, Tokyo.
Earlier this week, it was revealed that Marriott offered some of its customers a deal that’s worth a lot less than the number of points it cost them to book the rooms. If you booked a Marriott room on points via Marriott.com or the Marriott app, and then went on to book another non-Marriott property using points on Chase’s Ultimate Rewards portal, Marriott would refund you the difference.
Marriott International wants to show it is listening to customers, and has announced a new policy that requires all of its loyalty program members to show proof that they have used their points or miles at one of its three award-winning properties, a move widely described as a response to a point of contention with members that has been in the making for more than a year.
If you used Marriott points at three different resorts, you will get a refund.
on July 29, 2024 by Gary Leff
I reported about the JW Marriott Los Cabos charging award guests an additional $30 per night charge to stay back in March, dubbing it “the most Marriott Bonvoy thing ever.”
This one-time cost was referred to as a “service charge.” Visitors on paid rates pay a service fee of 10% of their hotel cost, and service charges are lower for guests paying cash than for those paying with points for paid rates under $300.
When I initially inquired about this, I was informed that these service costs were standard for resorts in Mexico, and that award guests were not being singled out, despite misleading wording on Marriott’s website. I fought back.
- There is no flat $30 fee applied to purchased reservations, which are invoiced at 10% of the paid rate, thus the claim that there is “no service charge particularly for redemption stays” is incorrect.
- That’s beside the issue, since, unlike resort fees, service charges (or any cost based on a percentage of the hotel rate) are meant to be included with award stays. The free night redemption “includes…” according to item 3.2.e of the Bonvoy program conditions. “Service charge/room tax.”
JW Marriott Los Cabos photo
The property was instructed by Marriott to stop doing it. They promised to “contact with [Bonvoy] members who were affected by such charges and plan to rectify the issue.” They also promised to “look[ into] whether similar practice occurred at other locations in the company’s portfolio.”
After a four-month hiatus, Marriott has returned to the problem and resolved it. They’ve collaborated,
A few months back, it was revealed that one hotel had set up a fund that was funded by a service fee on all stays, including redemptions. Except for property executives, all funds collected were given directly to colleagues as a gratuity. Two additional homes with identical service costs were discovered after a comprehensive investigation. To accordance with Marriott Bonvoy rules and conditions, service charges were canceled at each hotel. The service fee for paid stays is still in effect.
Members who booked redemption stays at the JW Marriott Los Cabos Beach Resort and Spa, Courtyard Nassau Downtown/Junkanoo Beach, and Westin Cozumel during the period when service charges were imposed for redemption stays are now receiving an email informing them of their eligibility for a refund and instructions on how to apply.
Is it possible that claiming the money was for workers is intended to make visitors feel bad and discourage them from requesting a refund? Mandatory guest tips — even outside of the United States! — are fine and dandy, but:
- Hotel workers must be looked for by the hotel.
- Marriott is paying the hotel, and the payment is supposed to include service costs.
- The hotel is being a bad actor if they are collecting the refund and not sharing a part with the employees.
- Also, if the hotel is underpaying its employees, it should be addressed.
I did notice that the Renaissance La Concha was doing the same thing, so I’m investigating why this hotel was left out of the service fee refund procedure.
That hotel’s $30 per day cost for award stays is still listed on its website, but paying night customers are only charged 18% instead of $30. It’s exactly the same thing. This hotel, however, refers to it as a resort fee rather than a service charge. I’m wondering if that’s why they’re permitted to keep doing what they’re doing (Marriott lets hotels hit award guests with resort fees, unlike Hilton or Hyatt).
More From the Wing’s Perspective
When it comes to staying in hotels, people have options and expectations. From the budget minded to the suit and tie crowd, there’s a place for everyone. And everyone has different opinions on how to spend their leisure time. One hotel loyalty program, Marriott Rewards, is holding a poll on which of their hotels they should add to their list. In the end, it seems like the people’s choice is a close one between W Washington DC, Atlanta and San Francisco.. Read more about marriott reward redemption charge and let us know what you think.
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