A failure to launch — and refund

by Christopher Elliott on March 10, 2010


Glenn Cox had planned a trip to Orlando to watch the next Space Shuttle launch, but when liftoff was postponed, he found himself holding a hotel reservation with some surprise restrictions. His room at Orlando Airport SpringHill Suites by Marriott was completely nonrefundable, to be exact.

Now a deal’s a deal, and if Cox had booked the nonrefundable rate, there wouldn’t be much anyone could do about it. But Cox contends the reservation was made under less-than-clear circumstances, and that SpringHill owes him a credit, if not a full refund.

He picks up the story:

When I called SpringHill Suites to cancel our reservations, I was told that they could cancel, but we would still be charged on our credit card. They said we had booked using the advance rate, which has a non refundable rate.

I went back and looked at the Web site, and it does state that the rate is non-refundable. However, I feel the layout and wording are misleading. The rates are separated into two catagories:

The regular rate or the advance rate, which includes continental breakfast, wireless Internet, and free transportation. All at a CHEAPER RATE!

Which would you choose, when looking strictly at prices?

So the advance rate, which is less expensive, actually includes breakfast, Internet and free transportation? And the refundable one doesn’t? I can see how that might confuse the average guest.

I suggested he contact SpringHill Suites’ owner, Marriott, for a better explanation. Cox sent a brief, polite email to the company. Here’s how it responded:

We researched your reservation and have determined it was booked online via Marriott.com. The rate, which was selected at the time of booking, was a special advance purchase rate. This is a discounted rate with special terms and conditions, including a requirement to make payment in full, including tax, at the time of booking. As noted online, this rate does not allow for any changes or cancellations without forfeiture of the advance payment.

Please accept our apology for any inconvenience this incident may have caused. To ensure your concerns are addressed, your comments have been sent to the hotel’s Accounting Department for further research. They will investigate the situation and contact you within three to five business days.

We apologize for the inconvenience, Mr. Cox. Your patronage and goodwill are very important to us. If we can be of further assistance; we invite you to reply to this email.

In other words, tough luck.

But I though Marriott might be concerned that one of its customers felt misled by its rate display, so I contacted the company on Cox’ behalf.

Yesterday, I heard back from him.

I just got a call from Annette at the SpringHill Suites in Orlando, and she told me that she had cancelled the reservation and all charges.

You are the MAN! Thanks for your help.

I’m happy to help, but I think in the end, when this was brought to Marriott’s attention, someone agreed that the rate display could have been clearer. Which is good for all customers.

Update (10:30 a.m.): Steve Loucks, a friend of this blog and a spokesman at Travel Leaders, adds the following advice:

As you probably know, this option is being provided more and more often by an increasing number of hotels via their online sites, but it isn’t always very obvious to the casual booker.

My advice is if the price looks to good to be true, it just may mean you’re paying for the room in advance and that it’s non-refundable, so be sure to read the fine print before you complete your reservation. And if you’ve already placed the reservation and need to cancel, take it up directly with the hotel in polite terms (along with explanation that you did not see any clear indication while booking that it was non-refundable) and you just may receive a refund as a goodwill gesture.

(Photo: Matthew Simantov/Flickr Creative Commons)

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Tagged as: hotels, Marriott, refund, SPRINGHILL SUITES

  • Gerald

    I this this is a dis-service to the industry. I am not in the industry, but feel that Mr Cox took advantage of your status in the industry that resulted in the reversal of charges.

  • OTC

    So Chris, how does it feel to spend your time bullying corporations to refund money to people too stupid to read a contract?

    Feel good?

    Perhaps these people need to learn a lesson in contract law, I am sure Mr. Cox would have been very angry if he showed up at his hotel and was told that the contract was invalid and his new room rate was significantly higher, but no according to him and apparently you too, a contract is not a two way street, but a one way street that only applies to the corporation and not the individual.

    You use your pulpit as a “reporter” to bully these businesses with the threat of bad publicity so that they violate an agreed upon contract in favor of a dimwit that couldn’t read what was in front of them before they agreed.

  • Mike T

    Ick. I know you’re a facilitator between consumers and travel suppliers, and a damn good one at that, but this one squicks me a bit. Mr. Cox bought on price alone. He didn’t bother to understand the reservation restrictions (which he undoubtedly agreed to regardless) he was bound to.

    Next, it’s been my experience that most SpringHill Suites include both wireless access, breakfast, and (if the property offers the service) a shuttle within three or five miles of the property for free, to any guests, irrespective of the rate they’re staying on. Looking at this property’s information online, airport transportation (to/from MCO and ORL) is complimentary at this property. A buffet and continental breakfast are both included as well, according to the property information.

    Simply put, this guy didn’t do his homework. He bought a non-refundable stay, and complained when he wanted a refund. I’m glad it worked out for him, don’t get me wrong, but I’m concerned that such generosity may lead to fewer satisfactory resolutions in the future for people that are genuinely wronged.

  • laura townsend elion

    This goes hand-in-hand with another article Chris wrote. Internet fares and rates often disappear so fast that its impossible to read ALL the fine print. I think the merchants themselves have created this environment where its impossbile to both read all the terms exhaustively and have flipped back and forth between the booking information posted on different pages, adn still have time to grab the rate – to take advantage.

    And, I think there ought to be legislation that standardizes WHERE the ‘fine print’ information is listed for everybody. I find myself often confronted with confusion because some sites list everything with the initial rate, some wait until you enter credit card information, some until you check some box and click accept at the end. I find myself thinking before I hit the OK button, did I get all the relevant info? Was some of it posted on page one? By the time I flip between all the screens I’m electronically exhausted. Now I know enough that I print every screen (Ctrl P) to have a record, but if its airfare, its often gone by the time I get back to the OK button.

  • Arizona Road Warrior

    I am a Platinum Marriott Reward member (75+ nights a year) for the past 8 years and I have been booking on Marriott.com for this period of time. The cancellation policy is clearly posted before booking\purchase.

    I went to the Marriott website, selected the MCO SpringHill Suites, the date of March 22nd for two nights and two rates appeared:

    “Advance Purchase rate, Continental breakfast daily, wireless internet, prepay in full, non-refundable, no changes, airport transportation” $ 149.00

    “Regular Rate” $ 159″

    If you click on the rate rules link for the $ 149 rate, again it states that your credit card will be charged in full, it is totally non-refundable and etc.

    When you go to the booking, it repeated the cancellation policy which is highligted in light blue\aqua color.

    Three times the cancellaiton policy is stated BEFORE booking\purchasing. I have a hard time beleiving Mr. Cox story that he didn’t know that his room rate was nonrefundable. It is my guess that he chose the lowest rate without regards to the chance the space shuttle launch could be postponed or cancelled due to the weather, equipment and etc.

    I wish that this website allows the posting of pictures so that Chris could post the page from the Marriott website and let the reader decides if it is clear or if it is confusing.

  • laura townsend elion

    Hey, everyone, consider that the website could have been changed since this episode (and before the article was written) the be clearer! I know when I wrote an article about some of the deceptive internet booking practices of the rental car companies, they changed the web sites before the article ran.

  • http://www.consumertraveler.com/forum/showthread.php?p=186944#post186944 Arizona Road Warrior

    @ laura townsend elion: I think that the Marriott is very clear about the terms, they don’t hide the terms and etc. Please read my previous post.

    I posted a screen shot of the Marriott website in a thread in the forum, http://www.consumertraveler.com/forum/showthread.php?p=186944#post186944. After reviewing the screen shot or going to the Marriott website, please tell me how “prepay in full, non-refundable, no changes” is confusing?

  • laura townsend elion

    @ Arizona Warrior – Please read my post CLOSELY!

    Taking current “screen shots’ of the site does not prove your point. These companies often change the site when they feel bad publicity coming. I complained to Hertz about their deceptive site, and wrote an article (that due to my schedule) was posted a month later. Hertz had already changed the site by the time readers were complaining to me my article was ‘inaccurate.’ I had saved my screen shots, though, and scanned and sent them to the disbelievers.

    The ‘scrubbed’ launch being described was a month or so ago, more than enough time for Marriott, knowing Chris was going to post on the experience, to update the site.

  • http://www.consumertraveler.com/forum/showthread.php?p=186944#post186944 Arizona Road Warrior

    @ laura townsend elion – “Hey, everyone, consider that the website could have been changed since this episode (and before the article was written) the be clearer!”

    The cancellation policy on the Marriott website has been very clear for several years.

    As I posted before, I am a Platinum Marriott Reward member (75+ nights a year) for the past 8 years and I have been booking on Marriott.com for this period of time. I have been staying at Marriott brand hotels since the 90′s. I am on the Marriott website at least once a week booking a reservation.

    I can tell you that the cancellation policy which is highligted in light blue\aqua color during the booking process of a reservation on the Marriott website has been on their website for several years.

    There are travel providers that will change their website to avoid bad pr, to correct problems, to make things clearer and etc. I having been using the Marriott website since the 90′s and been using it on a regular basis (once a week) for the past 8 years, the cancellation policy for a room rate on the Marriott website has been very clear in the past and it is very clear now.

    Again, there are ‘bad’ travel providers just like there are ‘bad’ travelers.

  • http://www.consumertraveler.com/forum/showthread.php?p=186944#post186944 Arizona Road Warrior

    @ laura townsend elion

    “@ Arizona Warrior – Please read my post CLOSELY!” Your post was not yet listed when I made my post. Please remember that every post need to be reviewed (“Your comment is awaiting moderation”) before it becomes public and the review isn’t real time.

    “The ’scrubbed’ launch being described was a month or so ago, more than enough time for Marriott, knowing Chris was going to post on the experience, to update the site.” Chris wrote about this at his other site, Elliott in February (2/25/09 – http://www.elliott.org/blog/a-failure-to-launch-and-refund/) and I did screen shot of the website on that day.

    More importantly, I have been using the Marriott website every week (at least once a week) for the past 8 years and the cancellation policy for a room rate has been very clear on their website. Other Marriott reward members posted that the cancellation policy on the Marriiott website is very clear.

    Again, if I thought that the Marriott website was misleading\not clear\etc. or is misleading\not clear\etc. since I use their website (at least once a week for the past eight years) on a regular basis, I would have reported these problems to Marriott as well as support the story\claim of Mr. Cox.

    On the other hand, I have contacted US Airways several times over the years to about their website in regards to incorrect information, the lack of disclosure, making things clearer and etc. US Airways ended up making some changes to their website after my complaints were e-mailed to them.

  • http://www.journeysbysteve.com Steve Cousino, ACC, CTA, LS

    As a travel consultant, it is my job to sift through requirements and fine print of any travel supplier I contract with on behalf of my clients. In fact, it is my job to KNOW these requirements. I have put my clients in Marriott properties, and have stayed at them myself. Not once have I ever been confused about what a specific rate includes or any requirements of that rate, such as full advance payment with no refund possible. I believe Marriott’s website does a good job of explaining them – yes, they lay their site out differently than other hotel companies, but the information is still available, easy to find, and clearly communicated.

    Chris – what were you thinking? Mr. Cox admitted he booked his reservation based on price. He also admitted he looked at what the rate included. If he had seen that, he would also have seen the nonrefundable status of the rate. Marriott does not hide this. Mr. Cox should not have gotten a refund, period. The reduced rate is the trade off for giving away refundability rights.

  • Nicole

    I agree with ARW.. Marriott’s site (I am a regular visitor to it as a travel agent) clearly states Advance purchase rates which show “non-refundable, non-changeable” well before this story hit the light of day. Take a look at Holiday Inn’s site (Ichotel groups) they offer the same type of rates, these are the ones that I as an agent tend to steer my clients very clear of as they are just that “non-refundable”, there is always the “what if’s” that come along, sure I could sell him insurance to cover the hotel stay for an extra $20 or so but why not just book him at the $10 higher rate that can be changed or modified if need be.

  • Chris in NC

    @ laura

    This topic has been discussed extensively on Chris’ site already. I agree, some sites do not adequately disclose between non-refundable and refundable. Marriott’s booking site CLEARLY discloses this. Laura, it is obvious that you have never even looked at Marriott’s site, or else you would realize how silly your previous statement was. Before you say that no one is reading what you are writing, consider that there several posters who have been booking using Marriott.com for years and we are vouching for Marriott’s site being clear and non-refundable rates disclosed.

    In my opinion, you’d have to be CRAZY to book a pre-paid, non-refundable, non-changeable reservation, but hey, some people are willing to take the risk. If you are willing to take that risk, then you should eat it if you can’t show up!

  • Chris in NC

    I just read my own comment, and I guess it sounded somewhat harsh. Yes, Marriott has changed its reservations site recently (I want to say it was 1 month ago). While there is a “new” look the content hasn’t changed. In other words, I have been using the site for 2 years and the cancellation policy has always been clear.

    What has changed is that more and more hotels seem to be offering these so called “non-refundable” rates. Personally, I hate them, especially given the fact that often a refundable rate is only $10 more. However, over the summer there were some ridiculous non-refundable rates, including a $89 rate (non-refundable, non-changeable) at the JW Marriott New Orleans. It all started when Starwood discounted their rates by 50% and was matched by several other hotel chains. Given that the regular rate was in excess of $199, it was one of the few situations where we considered booking the non-refundable rate. However, given that ANYTHING can go wrong, ranging from a trip delays, illness, or ? there are few times we can justify the risk. Maybe we just think differently, but when we read non-refundable, non-changeable, we think no exceptions (not even if your plane is late). Obviously, exceptions are made, but I think its unrealistic to expect that hotels should bend rules all the time.

    The one thing that BUGS me though, is that when pulling up rates, the hotels will include the non-refundable rate in their display. Thus, it can be hard to compare apples to apples (ie find the lowest refundable rate) among different properties. I wish there was way to restrict your search to “refundable” rates.

    Also, can’t hotel’s find a happy medium? I think the non-refundable, non-changable rates go too far. I would be much more willing to book a non-refundable, advanced purchase rate, IF I were allowed to rebook at a higher rate or at a later date, if there was a last minute emergency. However, as long as the rate differential between refundable and non-refundable is around 10%, it is silly to book the non-refundable rate.

    Finally, I am dismayed to see people badmouthing Chris. I love reading his columns and overall he has done a LOT of good for travellers. I don’t always agree with what he writes or posts, but lets give credit where credit is due. He is a good writer!

  • http://www.consumertraveler.com/forum/showthread.php?p=186944#post186944 Arizona Road Warrior

    @ Chris in NC – “In my opinion, you’d have to be CRAZY to book a pre-paid, non-refundable, non-changeable reservation, but hey, some people are willing to take the risk. If you are willing to take that risk, then you should eat it if you can’t show up!”
    ————————————————————————————–
    I agree…there are too many things that can come up which could cause you to cancel your reservation. I do not even like reservations with a 24-hr cancellation policy because things can come up.

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  • http://www.consumertraveler.com/forum/showthread.php?p=186944#post186944 Arizona Road Warrior

    @ Chris in NC – “Yes, Marriott has changed its reservations site recently (I want to say it was 1 month ago). While there is a “new” look the content hasn’t changed.”
    ——————————————————————————-
    The website was changed in January 2010 but the content hasn’t changed. As you stated the cancellation policy has always been clear.

    @ Chris in NC – “The one thing that BUGS me though, is that when pulling up rates, the hotels will include the non-refundable rate in their display. Thus, it can be hard to compare apples to apples (ie find the lowest refundable rate) among different properties.”
    ——————————————————————————-
    On the Marriott website, if you select the AAA rate, only the AAA rates will appear. I think that it works the same for Senior rate, Government & Military Rate and Corporate Rate. At this Springhill Suite property in MCO, the AAA rate was $ 134 versus $ 149 for the pre-pay non-refundable – non-changeable rate. I won’t use a filter but having a filter to restrict your search for “refundable” rates will nice.

    @ Chris in NC – “Finally, I am dismayed to see people badmouthing Chris. I love reading his columns and overall he has done a LOT of good for travellers. I don’t always agree with what he writes or posts, but lets give credit where credit is due. He is a good writer!”
    —————————————————————————
    Chris does do some good stuff on real issues and real problems in the travel industry; however, when he champions individuals like Mr. Cox…it is disappointing. My concern is that the championing of people like Mr. Cox is going to take away his credibility among the travel providers leading to fewer satisfactory resolutions in the future for people that are genuinely wronged.

    Chris in NC March 10, 2010 at 4:02 pm
    I just read my own comment, and I guess it sounded somewhat harsh. Yes, Marriott has changed its reservations site recently (I want to say it was 1 month ago). While there is a “new” look the content hasn’t changed. In other words, I have been using the site for 2 years and the cancellation policy has always been clear.

    What has changed is that more and more hotels seem to be offering these so called “non-refundable” rates. Personally, I hate them, especially given the fact that often a refundable rate is only $10 more. However, over the summer there were some ridiculous non-refundable rates, including a $89 rate (non-refundable, non-changeable) at the JW Marriott New Orleans. It all started when Starwood discounted their rates by 50% and was matched by several other hotel chains. Given that the regular rate was in excess of $199, it was one of the few situations where we considered booking the non-refundable rate. However, given that ANYTHING can go wrong, ranging from a trip delays, illness, or ? there are few times we can justify the risk. Maybe we just think differently, but when we read non-refundable, non-changeable, we think no exceptions (not even if your plane is late). Obviously, exceptions are made, but I think its unrealistic to expect that hotels should bend rules all the time.

    The one thing that BUGS me though, is that when pulling up rates, the hotels will include the non-refundable rate in their display. Thus, it can be hard to compare apples to apples (ie find the lowest refundable rate) among different properties. I wish there was way to restrict your search to “refundable” rates.

    Also, can’t hotel’s find a happy medium? I think the non-refundable, non-changable rates go too far. I would be much more willing to book a non-refundable, advanced purchase rate, IF I were allowed to rebook at a higher rate or at a later date, if there was a last minute emergency. However, as long as the rate differential between refundable and non-refundable is around 10%, it is silly to book the non-refundable rate.

    Finally, I am dismayed to see people badmouthing Chris. I love reading his columns and overall he has done a LOT of good for travellers. I don’t always agree with what he writes or posts, but lets give credit where credit is due. He is a good writer!

    Chris in NC March 10, 2010 at 4:02 pm
    I just read my own comment, and I guess it sounded somewhat harsh. Yes, Marriott has changed its reservations site recently (I want to say it was 1 month ago). While there is a “new” look the content hasn’t changed. In other words, I have been using the site for 2 years and the cancellation policy has always been clear.

    What has changed is that more and more hotels seem to be offering these so called “non-refundable” rates. Personally, I hate them, especially given the fact that often a refundable rate is only $10 more. However, over the summer there were some ridiculous non-refundable rates, including a $89 rate (non-refundable, non-changeable) at the JW Marriott New Orleans. It all started when Starwood discounted their rates by 50% and was matched by several other hotel chains. Given that the regular rate was in excess of $199, it was one of the few situations where we considered booking the non-refundable rate. However, given that ANYTHING can go wrong, ranging from a trip delays, illness, or ? there are few times we can justify the risk. Maybe we just think differently, but when we read non-refundable, non-changeable, we think no exceptions (not even if your plane is late). Obviously, exceptions are made, but I think its unrealistic to expect that hotels should bend rules all the time.

    The one thing that BUGS me though, is that when pulling up rates, the hotels will include the non-refundable rate in their display. Thus, it can be hard to compare apples to apples (ie find the lowest refundable rate) among different properties. I wish there was way to restrict your search to “refundable” rates.

    Also, can’t hotel’s find a happy medium? I think the non-refundable, non-changable rates go too far. I would be much more willing to book a non-refundable, advanced purchase rate, IF I were allowed to rebook at a higher rate or at a later date, if there was a last minute emergency. However, as long as the rate differential between refundable and non-refundable is around 10%, it is silly to book the non-refundable rate.

    Finally, I am dismayed to see people badmouthing Chris. I love reading his columns and overall he has done a LOT of good for travellers. I don’t always agree with what he writes or posts, but lets give credit where credit is due. He is a good writer!

  • http://www.consumertraveler.com/forum/showthread.php?p=186944#post186944 Arizona Road Warrior

    @ Chris in NC – “Yes, Marriott has changed its reservations site recently (I want to say it was 1 month ago). While there is a “new” look the content hasn’t changed.”
    ——————————————————————————-
    The website was changed in January 2010 but the content hasn’t changed. As you stated the cancellation policy has always been clear.

    @ Chris in NC – “The one thing that BUGS me though, is that when pulling up rates, the hotels will include the non-refundable rate in their display. Thus, it can be hard to compare apples to apples (ie find the lowest refundable rate) among different properties.”
    ——————————————————————————-
    On the Marriott website, if you select the AAA rate, only the AAA rates will appear. I think that it works the same for Senior rate, Government & Military Rate and Corporate Rate. At this Springhill Suite property in MCO, the AAA rate was $ 134 versus $ 149 for the pre-pay non-refundable – non-changeable rate. I won’t use a filter but having a filter to restrict your search for “refundable” rates will nice.

    @ Chris in NC – “Finally, I am dismayed to see people badmouthing Chris. I love reading his columns and overall he has done a LOT of good for travellers. I don’t always agree with what he writes or posts, but lets give credit where credit is due. He is a good writer!”
    —————————————————————————
    Chris does do some good stuff on real issues and real problems in the travel industry; however, when he champions individuals like Mr. Cox…it is disappointing. My concern is that the championing of people like Mr. Cox is going to take away his credibility among the travel providers leading to fewer satisfactory resolutions in the future for people that are genuinely wronged.

  • Frank

    Chris in NC March 10, 2010 at 3:35 pm
    Finally, I am dismayed to see people badmouthing Chris. I love reading his columns and overall he has done a LOT of good for travellers. I don’t always agree with what he writes or posts, but lets give credit where credit is due. He is a good writer!
    ——————————————————————————–

    His writing skills are not the issue. Nor is anyone badmouthing Chris, they’re badmouthing HIS DECISION to support a traveler vs. a business.
    Most frequent travelers on this site are saying, “dont reward someone who should know better”.

  • laura townsend elion

    My last comment is that I think Chris was trying to give the benefit of the doubt because – surprisingly enough – there are actually people out there that are not travel agents or uber travelers (like some of you) using the interent sites to book. Regardless of how apparent or easy you think the sites are to read and navigate, that is not always the case for others. (I still remember my job as a Public Information Officer in state government when I was told to write everything on a third grade level so that the ‘public’ could understand).

    Marriott always had the opportunity to decline Chris’ request – if you read this column regularly, not all travel entities reverse themselves just because Chris becomes involved. Remember, the name of this site is “Consumer Traveler” and not “Expert” or “Professional” Traveler (even though I think the content is informative and entertaining enough for those folks as well).

  • summerbl4ck

    Is it just me or does $10 not seem like much of a “advance purchase” discount? Especially with the risk of a change or cancellation fee.

  • John M

    I hadn’t been on the Marriott website in some time and yes it has changed, a little. The first page is much prettier than the old one. What hasn’t changed is the way it is laid out and what information is provided in clear, concise information on the page listing all the rates, including “Advance Purchase rate, prepay in full, non-refundable if canceled more than 1 day after booking, no changes” right above the room rates that are non-refundable. There is a link to “RATE RULES” next to the room rate. Then if you continue, you will notice that there is a blue box that lists what you are holding but haven’t confirmed. In this box it states the dates, city and then it indicates that the reservation in progress in Prepaid in Full-Nonrefundable if canceled more than 1 day after booking, no changes.

    This is how the Marriott website was last June when I booked my rooms on it then.

    Clearly, this is a case of a customer willfully choosing to ignore all the warnings that Marriott puts out there. I have known Chris E. for a long time and I think he has done some great things however this time I think he blew it. Mr. Cox had ample warning and went ahead and booked his nonrefundable rate and then complained when Marriott expected him to pay up. Sure this guy isn’t an uber traveler or a travel professional but he is an adult and he should bear the responsibility for his decisions. And if he isn’t able to read websites, perhaps he would be better served working with a professional travel agent.

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