In 2021, TPG began receiving studies of inaccurate redemption surcharges on choose stays booked with factors or free evening certificates from the Marriott Bonvoy program.
Sadly, studies proceed to return in from readers about further properties which have imposed these fees.
In brief, when you used Marriott factors (or redeemed certificates) for a lodge keep in the previous couple of years, it’s best to examine your invoice(s) to make sure you weren’t inadvertently charged for the privilege. And when you have been, you ought to be eligible for a refund of the surcharges and any related taxes.
Here is all the things we all know to date — together with what you are able to do when you have been charged.
Overview of those added fees
As famous above, we have seen a number of cases the place TPG readers have been incorrectly charged for the privilege of reserving award stays with Marriott. In every occasion, utilizing factors or certificates led to an merchandise labeled “Rm Chrg — Reward Redemption” on the ultimate folio for every evening of the keep.
It is necessary to make clear that these are not resort or vacation spot charges.
Whereas Marriott notably doesn’t waive these charges on award stays, they’re legit fees — albeit ones most vacationers dislike. As well as, resort charges are usually displayed on the ultimate reserving display.
Lastly, these studies additionally differ from what occurred at choose resorts in the summertime of 2021 — when three properties have been promoting “Marriott Bonvoy redemption charges” on award stays that clearly have been at odds with Marriott’s phrases and situations.
As a substitute, these charges stem from a “clerical error by the property,” as described by a Marriott spokesperson in an electronic mail to TPG — and it’s best to have the ability to have them reversed on the entrance desk or by calling the lodge after your keep.
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The place have we seen these Marriott further fees?
This difficulty was first raised to TPG in mid-2021 by a reader who used factors to remain on the Perry Lane Resort in Savannah, Georgia — a part of Marriott’s Luxurious Assortment. She booked a three-night keep (one with money, the opposite two utilizing factors), however when reviewing her invoice after departure, she was stunned to see a pair of $129 fees (labeled “Rm Chrg — Reward Redemption”) on the 2 award nights.
Observe that the above screenshot clearly exhibits the $32 “Vacation spot Amenity Charge” together with the extra redemption surcharge.
Then, just some weeks later, one other report of those surcharges got here in. This time, TPG reader Shannon spent two nights on the Westin Kansas Metropolis at Crown Heart in Kansas Metropolis, Missouri — and he was hit with a pair of $53 fees.
In December 2021, TPG reader Nicholas observed that he, too, was charged a payment ($37) when redeeming factors on the Sheraton Springfield Monarch Place in Springfield, Massachusetts.
And sadly, studies have continued to return in as lately as this month.
In 2024 alone, readers have reported these inaccurate fees to TPG on the following properties:
- Sheraton Sioux Falls
- Le Meridien Dallas by the Galleria
- Factor Arundel Mills
- Factor St. Louis Midtown
- Sheraton Suites Wilmington Downtown
- Aloft New Orleans Downtown
- 4 Factors by Sheraton Nashville Airport
- Sheraton Salt Lake Metropolis
- Sheraton Kansas Metropolis Resort at Crown Heart
- Sheraton Overland Park Resort on the Conference Heart
- The Westin Wilmington
Every time, the extra payment had the very same description (“Rm Chrg — Reward Redemption”), which is the important thing indicator that this isn’t a compulsory resort payment.
These fees are completely incorrect, per a press release TPG acquired from a Marriott spokesperson:
A scenario like that is usually attributable to a clerical error by the property … If this happens, members ought to contact the entrance desk and/or the supervisor on obligation to have it corrected and faraway from their folio.
Whereas Marriott would not verify precisely what these fees have been, trade specialists instructed TPG they’re almost certainly associated to the payment Marriott company is paying the lodge for the award keep.
Actually, after we revealed an replace to this story in June 2022, administration on the Renaissance St. Elm Dallas Downtown reached out to TPG to say that that they had by no means heard of this error till studying this story:
We weren’t beforehand conscious of this difficulty and upon studying about it by way of this story, now we have recognized that there was the truth is a clerical error on a handful of folios. We’re fixing this instantly, and crediting anybody who has been charged incorrectly. We apologize to our friends for the error.
Fortunately, it’s best to have the ability to get a refund for these fees.
The best way to examine your individual stays
When you redeemed factors at a Marriott property anytime throughout the previous couple of years, it is most likely a good suggestion to overview your folios and guarantee these fees do not seem on any of them. You’ll be able to search again by way of your emails, however you may also do that within the Marriott Bonvoy app:
- Open up the Marriott Bonvoy app (and log in if essential).
- Faucet “Account” on the backside proper, then choose “Account Exercise.”
- Change the filter on the prime from “All Varieties” to “Resort Stays” to see simply your accomplished stays.
- Faucet on the keep in query after which faucet “Resort Invoice” to see an in depth breakdown of fees.
Sadly, on-line receipts are solely accessible for stays accomplished in latest months, so you could have to cross-reference your emails and bank card statements to seek out particulars from earlier stays.
Alternatively, you may go to the “Contact Us” web page of Marriott’s web site to request your receipt for any keep throughout the final 12 months. Choose “Copy of Resort Invoice” from the drop-down menu and enter your keep particulars (together with a remark, which is a required discipline). Then, click on “Submit.”
What when you have been charged a payment by Marriott?
When you do discover a surcharge for redeeming your factors, your first plan of action must be to contact the person lodge. Attempt to get linked to the monetary workplace or billing division, and be armed with the total particulars of your reservation — together with the affirmation quantity and dates of your keep.
If that does not get you wherever, it’s best to escalate the scenario to Marriott Bonvoy customer support. Right here, I would suggest beginning with the net kind, as this may mechanically generate (and electronic mail you) a case quantity to your inquiry. This lets you maintain tabs on it when you in the end must name.
Here is the way to submit that kind:
- Go to the “Contact Us” web page on Marriott’s web site.
- Choose “Compliments/Issues A few Keep” from the drop-down menu, then choose “Concern.”
- Below the “Query/Problem Sub-Matter” menu, choose “Billing Accuracy.”
- Seek for your lodge, then enter the main points of your keep — together with your affirmation quantity and detailed feedback concerning the cost.
- Click on “Submit.”
This can be a real-life instance of why it is so vital to double-check your lodge payments previous to checkout. It is usually a lot simpler to repair an error instantly than after you have departed.
As soon as once more, I wish to stress that this does not apply to any fees labeled as a resort, vacation spot or amenity payment. This steerage particularly applies to friends who see a “Rm Chrg — Reward Redemption” line merchandise on a invoice from a keep they booked utilizing Marriott factors or certificates.
Backside line
Redeeming lodge factors may be a good way to economize in your travels, particularly when money charges are by way of the roof throughout busy journey seasons. Sadly, a number of TPG readers have reported inaccurate redemption surcharges on choose stays at Marriott Bonvoy properties over the previous couple of years.
When you lately redeemed Marriott factors for a keep, there’s an opportunity that you could have been incorrectly charged a payment for doing so. Fortunately, this isn’t a change to the Bonvoy program however reasonably a clerical error at particular person properties.
When you do see a cost like this, convey it to the eye of lodge administration instantly — and when you’ve already departed, observe up with the property’s billing division to request a refund.
We’re additionally fascinated with listening to your studies of those incorrect charges, so please electronic mail us at suggestions@thepointsguy.com with a screenshot or attachment of your lodge invoice exhibiting the cost.
