Beware of nonrefundable award reservations
Sep 16, 2008, 4:10 pm
#1
Community Director Emerita
Original Poster
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,994
Beware of nonrefundable award reservations
I just had a new experience. I made an award booking at the Hotel Victor in February. I printed out the booking, and on reviewing it, saw that the reservation was nonrefundable. I had blitzed right past that on the confirmation screen.
I was checking on award space before I checked on flights. I didn't want to be pinned to specific dates 5 months in advance. Fortunately, I reached a very good agent who called the rooms manager at the hotel. He agreed to allow me to cancel since the request was made within hours of my booking.
The hotel in question is the Hotel Victor. I worked with the agent to find some dates when I could make a nonbinding award reservation. In doing so, he found several periods when they were binding. I was very surprised to find award space (albeit binding) during the Miami Boat Show.
As an aside, the Victor has no Friday or Saturday night award space available during the window of time I checked. It does have availability during the week. And since it is a resort, it is not bound by the 3 night minimum weekday stay for FFNs.
I was checking on award space before I checked on flights. I didn't want to be pinned to specific dates 5 months in advance. Fortunately, I reached a very good agent who called the rooms manager at the hotel. He agreed to allow me to cancel since the request was made within hours of my booking.
The hotel in question is the Hotel Victor. I worked with the agent to find some dates when I could make a nonbinding award reservation. In doing so, he found several periods when they were binding. I was very surprised to find award space (albeit binding) during the Miami Boat Show.
As an aside, the Victor has no Friday or Saturday night award space available during the window of time I checked. It does have availability during the week. And since it is a resort, it is not bound by the 3 night minimum weekday stay for FFNs.
Sep 16, 2008, 4:34 pm
#3
Join Date: Jun 2007
Programs: UA, AA, LH, Hyatt, Hilton, Marriott, Hertz
Posts: 1,761
:confused:
Thanks for sharing! This is the first time I've heard of non-refundable award stays. I'll have to make sure I double check the T&C next time I make an award res.
Did you ask the CS agent if this is something specific to Hotel Victor or something that is rolled out through the system?
Did you ask the CS agent if this is something specific to Hotel Victor or something that is rolled out through the system?
Sep 16, 2008, 4:40 pm
#4
Community Director Emerita
Original Poster
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,994
I made an points booking, as you cannot book FFN online. I planned to call to switch it to FFN. The agent could have done so, but the terms were the same regardless - nonrefundable. This was the line in the confirmation:
Cancellation Policy: FULL PREPAYMENT AT BOOKING/NON-REFUNDABLE
I've no idea if there are other examples besides the Victor of nonrefundable award bookings.
The agent pointed out (very nicely) that I had two chances to see that it was nonrefundable:
1) Rate plan - if you click a box, whereupon you see it is nonrefundable
2) Below where you enter your credit card, there is a line saying it is nonrefundable.
It was certainly my fault. However, I did point out that Hyatt has its early checkout penalty in red, ensuring that it attracts attention, whereas the nonrefundable statement is the same color/size as the rest of the text.
Cancellation Policy: FULL PREPAYMENT AT BOOKING/NON-REFUNDABLE
I've no idea if there are other examples besides the Victor of nonrefundable award bookings.
The agent pointed out (very nicely) that I had two chances to see that it was nonrefundable:
1) Rate plan - if you click a box, whereupon you see it is nonrefundable
2) Below where you enter your credit card, there is a line saying it is nonrefundable.
It was certainly my fault. However, I did point out that Hyatt has its early checkout penalty in red, ensuring that it attracts attention, whereas the nonrefundable statement is the same color/size as the rest of the text.
Sep 16, 2008, 4:53 pm
#5
Join Date: Jun 2007
Programs: UA, AA, LH, Hyatt, Hilton, Marriott, Hertz
Posts: 1,761
I made an points booking, as you cannot book FFN online. I planned to call to switch it to FFN. The agent could have done so, but the terms were the same regardless - nonrefundable. This was the line in the confirmation:
Cancellation Policy: FULL PREPAYMENT AT BOOKING/NON-REFUNDABLE
I've no idea if there are other examples besides the Victor of nonrefundable award bookings.
The agent pointed out (very nicely) that I had two chances to see that it was nonrefundable:
1) Rate plan - if you click a box, whereupon you see it is nonrefundable
2) Below where you enter your credit card, there is a line saying it is nonrefundable.
It was certainly my fault. However, I did point out that Hyatt has its early checkout penalty in red, ensuring that it attracts attention, whereas the nonrefundable statement is the same color/size as the rest of the text.
Cancellation Policy: FULL PREPAYMENT AT BOOKING/NON-REFUNDABLE
I've no idea if there are other examples besides the Victor of nonrefundable award bookings.
The agent pointed out (very nicely) that I had two chances to see that it was nonrefundable:
1) Rate plan - if you click a box, whereupon you see it is nonrefundable
2) Below where you enter your credit card, there is a line saying it is nonrefundable.
It was certainly my fault. However, I did point out that Hyatt has its early checkout penalty in red, ensuring that it attracts attention, whereas the nonrefundable statement is the same color/size as the rest of the text.
Sep 16, 2008, 7:32 pm
#6
Join Date: Dec 2000
Location: Charleston, SC, USA
Programs: Avis Pref+, Hyatt Explorist, Marriott Life Gold, Honors Silver, IHG Plat via MC.
Posts: 6,786
I ran into one of these at the HR Savannah for St. Patrick's Day 2006. IIRC cancellation deadline was Dec. 31/ 2005!
Sep 17, 2008, 6:33 am
#7
Join Date: Oct 2004
Posts: 1,530
Happened to me once at Beaver Creek. Not only was the points reservation non-refundable, but I there was also a substantial cash penalty.
Park Hyatt Goa had a 60 day non-cancel window when I stayed there in 2006.
Sep 22, 2008, 10:10 am
#11
Join Date: Dec 2003
Location: Los Angeles,CA,USA
Programs: UA MM, Hyatt Diamond
Posts: 930
But can you change them?
Also, be aware that non-shows on award reservations don't lose the points, they charge you for one night, and believe me, it's not at the super duper low corporate negotiated rate.
Also, be aware that non-shows on award reservations don't lose the points, they charge you for one night, and believe me, it's not at the super duper low corporate negotiated rate.
Jun 17, 2011, 9:25 am
#12
Join Date: Sep 2001
Location: Washington, DC
Programs: UA Plat MM, AA Gold, Hyatt Explorist, Hilton Gold, IHG Plat, Marriott Titanium Elite
Posts: 5,015
Just found this policy applies to award reservations at the Hyatt Regency Suites Palm Springs:
Cancellation Policy
Non Refundable/Full Prepayment/No Changes
Cancellation Policy
Non Refundable/Full Prepayment/No Changes
Jun 17, 2011, 6:09 pm
#13
Join Date: Feb 2004
Location: Toronto, Canada
Programs: HH Diamond, Marriott Gold
Posts: 1,365
Cancellation Policy
Cancel 4pm PST 72 Hours Prior To Arrival
Jun 18, 2011, 8:43 am
#14
Join Date: Sep 2001
Location: Washington, DC
Programs: UA Plat MM, AA Gold, Hyatt Explorist, Hilton Gold, IHG Plat, Marriott Titanium Elite
Posts: 5,015
Jul 4, 2011, 3:43 pm
#15
Join Date: Jan 2008
Location: SFO,OAK,SJC
Programs: DL PM, AS MVPG, Hyatt DIA, PC PLAT, Club Carl Gold, HH Gold, Accor Dia
Posts: 406
Looking at the Park Hyatt Melbourne. Does the rate policy quoted from the Hyatt website mean that if I cancel MORE than 24 hrs prior they still charge me for 1 Night in order to redeposit my points?
Room Description:
PARK KING
Rate Description:
Gold Passport Award
Cancellation Policy:
Cancel 2pm 24hours Prior, One Night Hyatt Daily Rate Chg
Room Description:
PARK KING
Rate Description:
Gold Passport Award
Cancellation Policy:
Cancel 2pm 24hours Prior, One Night Hyatt Daily Rate Chg