All reviews of Lin Simin
Review about: Vacations By Marriott
Bought a flight-hotel package
I bought a flight-hotel package deal for December 2022, in June 2022, and paid USD654.93. The itinerary emailed to me stated that the package is non-refundable, and cannot be canceled or changed.
I didn’t know that Vacations by Marriott (VM) has no relationship with Marriott Bonvoy (MB) app in terms of customer service and policies. My trip showed up on MB app and I didn’t think there would be any difference.
However, I had to change my travel plans and I checked on the app if I could somehow cancel the hotel stay and postpone the flight. I saw ON THE APP itself, under MY BOOKING, that I could cancel the hotel reservation and the cancellation policy stated: Changes to your reservation are not permitted. Please note that you may cancel your reservation for no charge before 11:59 PM local hotel time on 23 June 2022. After this time, please note that your prepayment for this special rate is non-refundable.
So, I decided to quickly cancel the hotel reservation and this was around 18:00 hotel time on 23 June 2022.
To my horror, I was not given a refund! I made multiple calls to the hotel which told me there’s nothing they could do. I called MB and they told me my package is bought through a 3rd party and there’s nothing they could do. They told me I have to contact Expedia AMERICA because they were the one in charge!
After I spent more money on calling Expedia America, I was given a refund of USD100 only!
I am penalised USD554.93 for contradictory cancellation policy, all belonging to the “good” Marriott name!
Therefore, PLEASE DO NOT USE VACATIONS BY MARRIOTT! Best is to look for other hotel programs that have better control of their systems!