Updates to the Starwood Cancellation Policy

Discussion in 'Starwood | Preferred Guest' started by SPG Champion 2, Jan 8, 2015.  |  Print Topic

  1. SPG Champion 2

    SPG Champion 2 Official Representative

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    Effective January 15, 2015, Starwood will implement a change to our room cancellation policy, which will be implemented at all Starwood hotels globally that currently offers a same-day-cancellation policy. After this change takes effect, guests must cancel a reservation as of 6:00 pm local time the day before arrival. This change will impact about 35% of our hotels, which currently allow for same day cancellation without penalty. The majority of Starwood hotels already have a cancellation policy of at least one day prior to arrival or greater.

    The minimum room cancellation policy will apply to all new reservations made after January 15, 2015.

    Starwood will be honoring any negotiated contractual rates. Reservations made under contracts will be governed by their negotiated terms.

    If you have any questions about this change, please reach out to us.

    Best regards,

    Christopher Carman
    Social Media Specialist
    Starwood Hotels & Resorts Worldwide

    spgchampion@starwoodhotels.com
     
  2. gleff
    Original Member

    gleff Co-founder

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    Boo. But Starwood is hardly the first here, just following the pack.
     
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  3. sendaiben
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    sendaiben Gold Member

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    Argh. Very customer unfriendly :(
     
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  4. rrgg
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    rrgg Silver Member

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    I don't get it.

    If individual hotels want to go above and beyond for their customers, why does the mothership care?
     
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  5. uggboy
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    uggboy Gold Member

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    Sad. :(
     
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  6. MX

    MX Gold Member

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    Will this apply to award reservations as well?
     
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  7. estnet
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    estnet Gold Member

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    Wow, so fully flexible isn't anymore and if you get delayed due to weather or travel problems you're out of luck.
    I wonder how many people actually cancel in those last 24 hours for capricious reasons.
     
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  8. newbluesea
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    newbluesea Gold Member

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    Most award reservations have been previous day cancel anyway.
     
  9. NYCUA1K

    NYCUA1K Gold Member

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    Unless they recently changed it, Hilton has left this decision at the discretion of each property, which is pretty much what they do with almost everything else. Here's the cancellation policy for my upcoming award stay at Conrad Hong Kong:
    Hope they won't change a thing!
     
  10. newbluesea
    Original Member

    newbluesea Gold Member

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    Okie dokie..here ya go:)


    HHonorsRepresentative
    Company Representative - HHonors by Hilton
    [​IMG]

    Join Date: Aug 2009
    Programs: Hilton HHonors
    Posts: 515
    Cancellation Guidelines Update

    Hi all,

    I wanted to share a quick update with you. We are updating our reservation cancellation guidelines to a minimum of 11:59 p.m. local hotel time the day prior to arrival, and you will be required to provide a credit card at the time of booking.

    These changes will go into effect on January 1, 2015. As always, cancellation policies may still vary depending on the rate or dates of your reservation, and some hotels have more restrictive policies in place, so please refer to your individual confirmations to verify their policy.

    We’re making this change so that we can provide you with a more consistent booking process and make more rooms available for when you need last minute travel accommodations.

    If you have any questions, please feel free to reach out within this thread or through PM and I will do my best to share updates with you all.

    Thanks!
    Erin
    __________________
    Hilton HHonors
    FlyerTalk Ambassador
    [​IMG] [​IMG]
    [​IMG] Nov 10, 14, 7:41 am
     
  11. uggboy
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    uggboy Gold Member

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    It this a "race to the bottom" in terms of cancellation flexbilities the hotel chains play right now? On the face of it, sounds like it. :(
     
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  12. vickers

    vickers Gold Member

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    I understand that people abuse this, but I do not believe that is the majority. I am a fan of SPG, but this will impact my stay choice, especailly when Marriott still allows same day cancellations.

    Its funny how little power SPG corporate has over properties when it comes to consistant elite benefits and complaints about receiving published benefits, but when it comes to this, there seems to be no problem. Then again, the individual properties probably love this as they receive a portion if not all of the cancellation fee.
     
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  13. NYCUA1K

    NYCUA1K Gold Member

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    "Race to the bottom" sounds about right...
     
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  14. uggboy
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    uggboy Gold Member

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    Well said.
     
  15. bigx0

    bigx0 Gold Member

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    But Marriott has a similar policy in place as well, as of Jan 1, though I understand individual properties may petition the "Marriott Mothership" for an exemption, which is at least theoretically a plus.

    On the other hand, the couple of times I've been a no-show (due to flight irregularities) I have not been charged anyhow.
     
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  16. vickers

    vickers Gold Member

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    lol sounds like SPG, Marriott, and HIlton got together on a call in 2014.
     
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  17. uggboy
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    uggboy Gold Member

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    Sadly so, IMHO, it's a race to the bottom in regards to booking cancellations, sounds like they test "who can do better" with being more "inflexible". Sad. :(
     
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  18. newbluesea
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    newbluesea Gold Member

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    I have had a few occasions with both Hilton and SPG... where for one reason or another I was unable to cancel before the deadline. In every instance I was able to get the booking cancelled at no charge (by calling the respective hotel)

    But playing devils advocate here.... surely those postings of people booking two or more properties/rooms and then cancelling on the last day are just rumors:)

    Not sure I buy the theory that hotels "make money from the cancellation" is the reason for the policy considering they would prefer the guests do some spending while staying. More profit is probably made from the lounge bar than the room.

    BTW Marriott has had this rule in quite some time (over a year???) whats certain it was announced long before HH and now SPG
     
    Last edited: Jan 9, 2015
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  19. HaveMilesWillTravel
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    HaveMilesWillTravel Gold Member

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    In all my years of travel, I have only twice been in a situation where I canceled after the deadline.

    Once, DoubleTree Las Vegas, I simply forgot that I had a booking (oops!) -- the trip never materialized. When I called them, they canceled the booking without charging me. I have stayed there many times since then.

    The other time was the Grand Hyatt Bangkok. I didn't make it because I was stranded in Japan due to the quake. I emailed them from the plane and told them (past the cancel deadline) that I wouldn't be able to make it. I was charged for the room for the night. Two weeks later I stayed at the same property and one morning there was a note slipped under my door that they had reversed the charge from the previous no-show stay. I hadn't even asked for it, and don't really know how they decided to waive the charge.
     
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  20. bigx0

    bigx0 Gold Member

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    Not officially. They announced it at the end of 2014.
     
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  21. estnet
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    estnet Gold Member

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    It's nice that they reversed it later, but really should have done it earlier - clearly IMHO a quake ought to be an exception.
     
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  22. brodyf

    brodyf Gold Member

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    This will impact my travel habits in a very negative way. My travel pattern is lots of stays but rarely multiple nights in any one hotel. I frequently cancel last minute from one hotel and book another same day if something changes, which it does at least 6 times a year. I usually go from one Starwood property to another when I make these changes, though. Anyone know if IHG has the same sucky policy?
     
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