MARRIOTT International’s
new cancellation terms
have had undesirable
consequences. Business
travellers are opting to stay
elsewhere and, in some
instances, agents are even
advising their clients to avoid
the hotel group as a result.
Previously, Marriott allowed
guests to cancel within 24
hours of their stay at no
charge. As of June 15, the
group requires guests to
cancel by midnight 48 hours
prior to their reservation to
avoid a penalty equivalent to
one night’s stay.
The policy has been
implemented at all hotels in
the US, Canada, the Caribbean
and Latin America. The
24-hour cancellation policy
remains in place at the rest of
the group’s hotels around the
world. Danny Bryer, director
of sales, communications,
marketing and revenue
management of Protea Hotels
by Marriott, told TNW the group
didn’t have plans to extend
these new cancellation terms
to its hotels in Africa yet.
Chantal Kliche, retail
manager for the Cape region
of Thompsons Travel, has had
several clients, who usually
book at Marriott hotels, book
elsewhere since the new
cancellation terms came into
play. “The need for flexibility
is essential for our corporate
clients,” Chantal says. She
adds that agents are now also
pressured to find inner-city
hotels with meeting facilities
in the US that offer the same
value.
Hilton and Hyatt are two
hotel groups business
travellers are now choosing
instead, because they still
offer 24-hour cancellation
policies says Mohammed
Mirza, travel consultant of A2Z
Travel Services.
Siobhan Nel, travel
consultant of Travel
Counsellors, says she actually
encourages her clients to
book hotels that offer 24-hour
cancellation policies because
the majority of her clients
make last-minute changes and
she wants to help them to
avoid incurring penalties.
In contrast, Jashika Komal,
md of A2Z Travel, says some
corporate clients from small
to medium-sized companies
tend to be advance planners
so will accept Marriott’s new
cancellation terms. Michelle
Bergset, Transformers Area
Leader of Flight Centre Travel
Group, adds that clients who
are part of Marriott Rewards
are unlikely to consider
booking elsewhere.
Corporates shy away from Marriott
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