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UPDATE 8/24/18: Marriott has confirmed to View from the Wing that the standard rate for “off the charts” properties should be 60,000 points per night for standard rooms (e.g. garden villas) and that the proper rate for St. Regis Maldives overwater villas is 170,000 points per night. In other words, Marriott has confirmed that the 85K rate was a mistake rate, but fortunately they have pledged to honor it. Supposedly Marriott has fixed this error and has made 60K rates available. That said, I don’t believe that booking standard awards is working yet for these properties, so maybe the 85K glitch is still working? I’m not sure.
Status of “Off the Charts” Awards
- Standard rooms (e.g. garden villas)
- Award rate: 60K per night
- Available to book online? Not yet
- Available to book via phone? Not yet
- Enhanced rooms (e.g. overwater villas)
- Award rate: Varies. Overwater villa at St. Regis Maldives = 170K per night
- Available to book online? Not yet
- Available to book via phone? Maybe. A number of people have reported success booking at the mistake 85K rate.
Original post follows:
With the Marriott / SPG program merger, we expected that the SPG “off the chart” properties would cost just 60,000 rewards points per night until Marriott adds category 8 pricing in early 2019. Unfortunately, technical issues have plagued the merger all week and so-far it is not possible to book most of these properties at the 60K per night rate. That’s the bad news.
The good news is that a number of people have found success calling to book for 85K points per night. Even better, they have been able to book overwater villas at places like the St. Regis Maldives for 85K points per night.
This may be a glitch. 85K points is exactly the standard price that these properties are expected to cost as standard once category 8 is introduced in 2019. That’s unlikely to be a coincidence. The way I expect things to work once the glitch is fixed, is that only garden villas will be bookable at the 60K per night rate. If true, then they will charge either points or cash to upgrade to an overwater villa. And, I’ll bet you anything that the upgrade charge will be far more than 25,000 points per night.
If you have your eyes on one of these off-the-chart properties, and you have dates in mind, and you have enough points in your account to pay 85K points per night, I’d recommend calling now to book. If I’m wrong and the price should really be 60K points per night, you’ll be able to call up later to request the extra 25K points per night back. But if I’m right, you will have won big time.
Unfortunately for me, I depleted most of my points by buying travel packages so I can’t take advantage of this unless/until I have success signing up for the new SPG Luxury card expected to debut 8/23 (tomorrow). And, due to new rules coming out on 8/26, I’ll have to sign up between 8/23 and 8/25 (see: Up to 450K on the table and a short window of opportunity with Marriott & SPG).
Click the map below to explore the off-the-charts properties via Google Maps:
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You had a recent post about the “off the chart” properties not being included and you posted the T&C of Marriot stating those terms. This post seems to contradict this. I ask as I am trying to use the Ritz Carlton Certificates which transferred to 60,000 point certificates. I was hoping to use at the St. Regis Bali, curious on your thoughts if I will be able to use them there. I had called yesterday to book and they stated that it was 64,000 points per night. They tried to use the certificate then apply 4,00 additional points but it did not work.
Yeah, I should update that post. Marriott spokespeople have said that the T&Cs are wrong about a number of things, including the off the charts stuff. They have continued to assert that standard rooms will be available at all properties and that the previously off the chart properties would price those standard rooms according to the award chart (e.g. 60K until category 8 is introduced). Unfortunately, they can’t be booked yet due to technical problems
Just called SPG rep, asking to book 5 nights Feb next year at St Regis Maldives on points. Was told the following:
1. none of the 5 nights of my choices are bookable, they can only book 7 nights. They says it seems like a 7 nights stay is mandatory for points booking (which does not make any sense).
2. for 7 nights, the only availability is the over-water villa, which is only one cat higher than the basic standard room in that property (the garden villa). They quoted me crazy 1.13 million points for 7 nights. I asked what about 60k per night as promised by Marriott before the merger. was told that this (over water villa) is a suite 3 upgrade, which is the highest upgrade in SPG properties, and the 1.13 million points for 7 night is a correct quote.
I asked to be transferred to a supervisor and was told the same thing. She also mentioned that all the off the chart cat 7 properties still don’t have normal points booking availability loaded yet, asked me to wait a bit longer for them to be all properly loaded then I can try to book using points again…
Has anyone been successful booking St Regis Maldive at 60k points per night? or even 75K or 85K?
yes able to book both st regis maldives and w maldives this year and next for 85k on 8/20 seems now they’ve correct with hype up on points ow stays. given your situation , your best bet is to wait till they release the 60k standard suite on garden villas. i would call everyday just to check
Seems crazy the delta between garden rooms and overwater when the cash rate is roughly $200/nt or 20% but points is 3x.
I agree
Update: Marriott has confirmed to View from the Wing that the 85K rate was a mistake and that 60K should be bookable. On the latter point, I don’t believe they’re right (but please let me know if you succeed). I’ve updated the post with the latest info on top.
Didn’t a Marriott representative say very publicly that all properties would fall into one of the categories? I guess that only means they’ll be in a category but that doesn’t mean the required points for the category would apply. Of course, I didn’t expect them to be generous anyway but still a bummer for those people who accumulated points thinking they would be able to use them at these properties.
Hi,
Like everyone, I was greatly anticipating the Marriott/SPG merger. My fiancé and I wanted to go on our dream honeymoon to Bora Bora, in February 2019. After learning, months ago, that booking properties like the St. Regis Bora Bora and Le Meridien Bora Bora would each remain classified as Category 7 hotels for the remainder of 2018 (even if booking for a 2019 stay), I accumulated the 240,000 Marriott points I would need for our five-night stay (60,000 points per night, with the fifth night free).
When the programs merged, on Saturday, August 18th, I called to try to book a room at the St. Regis. As expected, all of the computers were down. Eventually, on Sunday, August 19th, I got through to a representative whose computer was working. Although his search for award availability was not functioning, he searched the cash availability for my dates and found, what he said, was the code for the standard, Category 7 award room, which he said was a Superior Overwater Bungalow. I made sure to confirm with him that Category 7 meant 60,000 points per night, to which he agreed. He told me that if I reserved that room, with cash, I’d be able to call back, when award booking was available, get a cash refund, and trade in my 240,000 points for the room for five nights. When he went to book the room with cash, he kept getting error messages, which he attributed to the problems with the system because of the merger, so he stayed on the phone with me while I tried it on my end, which was succesful.
On Monday, August 20th, I called back to see if I could change the booking from cash to points, as I had discussed with the representative. I was told I could do that, but was then told I’d need triple the points of a regular Category 7 hotel because it was an “all-suites” resort. Obviously, that was not what I was told, and I did not have the points for that, so I was transferred to customer service. I explained the story to the customer service representative and he issued me a complaint number. He then said they would pull the recording of the call, and, if they found that I was promised what I claimed, they would make it right. He said I would hear back within 24 to 72 hours.
Today, Wednesday, August 22nd, I hadn’t yet heard back, so I called customer service. I was told that the complaint had been put in the wrong queue, but that it would be transferred to the correct queue and handled immediately. Again, I was assured that the wrong would be made right.
Tonight, I got a call from a representative from customer service. The representative told me that, though she understood my story, and though she felt bad about it, there was nothing she could do to fix the problem. In addition, she told me that, when they went back to listen to the recorded call, they found that the representative’s call recorder had been off when I called (which seems convenient, given the situation, and since I was told they record every call). She told me that, personally, she would have waited to book because there are usually issues with big mergers like this. When I told her I was given the wrong information and now had no place to stay because of her company, she reiterated that she felt badly, but offered me nothing.
Later tonight, I called back and spoke to a customer service supervisor. Again, after looking into it, the supervisor offered me his “condolences” and suggested I try to cancel my non-refundable plane tickets because there was nothing he would do to make it right. In addition, he told me that I should have called back, after booking the hotel while on the phone with the representative, to confirm the accuracy of the reservation.
I am desperate and do not know where to turn. I thought the hotel was paid for with points. I really need help getting to someone in Marriott/SPG who actually gives a damn and will make this right. I have the names and employee ID numbers of the representatives I have spoken to, as well as the complaint number and my reservation number. Can anyone help me?
Andrew
I forwarded the problem to @SPGASSIST and rexe8ved the following “Hello Andrew. We’ve checked and asked for this to be reviewed for exception. Unfortunately, the decision was final and we unable to honor the additional Points. We understand that this may not be the answer that you’re looking for but should you have any inquiry for an upcoming stay, do let us know, we can work with the hotel to obtain the information you need.”
I’d recommend waiting a few weeks for things to settle down. Marriott/SPG has both really bad technical issues and even worse employee training/communication issues. Once you see that people are regularly able to book standard rooms at 60K points per night, then contact SPG to see if they’ll help. Most likely you’ll have to contact the hotel’s GM directly to tell your story and see if they’re willing to open up standard award space for you for your honeymoon. If they do so, it probably won’t be for an overwater bungalow, but I’m sure it will be great
I just called in to book the St. Regis Bora Bora and the lowest-priced overwater bungalows are pricing out at 183,750 points/night – I checked three 5-night date windows in January-February and they all priced out the same. Anyone else having luck with the St. Regis Bora Bora at 85k/night?
Nope. And nothing at the 60k point level at all.
Anyone know what’s going to happen to points reservations that did not have the points assigned to the reservation before hotels went up in points? I have a reservation that now shows 50k more points required. First agent I talked to said that I would have to pay the new point total, but that can’t be correct, right?
Seems to be case. This is ridiculous. I had the points in spg account and I did not move over. I thought when merger happens the points are converted and the will be assigned automatically. The rate difference for my property is 15k per night. So it cost me 60k for the stay :-(..
I was told by an elite rep that according to the faq that concerning existing reservations that no action is necessary and no changes will be made to our reservations. Of course that has not proved to be true. She said that she has made a notation somewhere that once I get the points they will issue an e-cert at the old rate. Not sure I believe her. She was the 3rd person that I talked to and she put me on hold for over 10 minutes while she figured out what to do. The first 2 said that was just how it was. I mean what a great way to treat their customers. So I guess with that logic if I book a cash reservation, but don’t pay immediately and later the hotel changes rates I guess I am responsible for the new rate. What a joke.
I believe that there intent is to let us keep the booked award rate. I’m not even going to touch my booking until all of the technical issues are settled. At this rate, though, that might sometime in 2019…
I think, just like the vacation properties, some of the high end properties are not participating. I believe I read that st. regis, certain RC, and others will all require an extra nightly upgrade cert (or 2)…only standard garden rooms will be bookable for the stated amount of points…also there is fine print stating that some properties, including 2 in Hawaii I was looking at, don’t participate in the “no blackout policy”…so let the availability/standard room/exclusion games begin…if you manage to book before they get it together, more power to you, but if you wait a bunch of places will be unbookable.
dont think its a glitch, the base room is indeed 60k , but upon booking the 85k, what you see on the confirmation shows the room rate says “upgraded award” to which I believe is where the extra 25k for the upgrade ontop the base award 60k .
Like wise on the W Maldives, with extra 10k for the overwater lagoon as upgraded award on room rate.
Extra 10k for OW Lagoon? I was charged 60k + 25k (85k a night total) for the OWLV. Do you have a confirmed booking in that room for just 70k a night?
My greatest concern is with the properties that read “sold out” for points but appear available for cash, no matter the date.
i tried to book, but spg agent said can only book 6 months out? is this true or i need to call again with another agent?
Not true (for StR Maldives at least) as I booked April next year. Try calling St Regis directly instead of SPG if that’s what you are trying to book.
This may be hotel dependent though.
To be honest, I was always shocked that you (along with most bloggers) really pushed those travel packages. Marriott had always claimed there was going to be a great opportunity for those uber-elite SPG properties. I saved up my points for 12 nights overwater in the St. Regis Maldives.
Looking back, do you think you were making the right decision (travel packages vs saving for uber elite properties) with the information you had at the time? How about with the information you have now, would you have done anything differently?
Thanks for helping us get through this bumpy merger weekend!
I think people were assuming the Points Advance feature would be available.
Yep. I really wish they had extended it to SPG properties!
For travel package, the airline miles are always the major motivation. Even as of today, I still have no regret. Actually, I purchased some SPG points with cash to redeem more travel packages. Will I buy point now to book those aspirational hotels? No way. Obviously, everyone value the same thing differently. Don’t judge others behavior using your logic.
well said
I think it was pretty clear that there was no judgement here. Both options were clearly great value, and as you stated, we all value things differently as well as accrue hotel points and airline miles at different ratios. I’m just curious how he feels he did after having a few days to reflect and see how things played out.
This is partly why I wrote the post “The case against buying travel packages” (https://frequentmiler.com/2018/08/15/the-case-against-buying-travel-packages-even-if-you-want-airline-miles/).
In hindsight I probably shouldn’t have bought the 3rd travel package, but only because I already have plenty of miles in many programs and I do wish I had more points available to book one or two 5 night packages. That said, I can’t feel too bad about getting a great points to miles exchange rate.
@Greg- I had bought 4 Cat 9 5 Nights and 3 Tier 1-3 7 Nights. Tried to get the Tier1-3 cancelled but got that generic BS of an email from them that everyone is getting even though they announced that one could cancel for points. That said- I just booked 2 Rooms 5 Nights at the W Maldives 340K points for an upgraded suite. This is where SPG customer service is the best. Marriott not so much. Glad I still had a stash of points still left. Tried the St Regis but couldn’t find 5 nights. Hopefully the W is a nice hotel.
Does it need to show points availability to book via the phone?
I’m not sure. You might need to call and ask for help in finding available dates.
Greg, do you expect a ritz Carlton FN sign-up certificate (60k/night) would be allowed to book these 85k/night with point upgrade. After all, these credit card FN certificates, unlike 7-night ones, are supposed to be point based without category limit. (Even if there is, ritz carlton ones should reach Car 7, the highest one currently). Thanks.
Yes I think that once these properties are bookable online they should also be bookable with the Ritz 60K free night certs. I don’t know if an agent will be able to apply them now with the 25K upgrade (I’d guess no)
I tried to use my Ritz certs at a property that WAS bookable online for 60k and the agent still couldn’t do it. His advice was to book with cash and then apply the certs later when the computer was working. That pretty definitely won’t work, will it? I don’t think you can apply points/certs to a cash reservation even if it is for a base level room (correct?)
Correct. He gave bad advice
When I called to use the Ritz FN certificate at a St. Regis, I was told I could only use them at Ritz only as Chase pays for those certs. Anyone able to use them at non-Ritz properties?
Just do a try yourself. There is nothing to lose as you can cancel the reservation. While I am waiting for St Regis, I did try on a Cat 7 Ritz hotel (previously Tire 5), and was able to do that. So at least in that way, the old limitation (Tire 1-4 capped) was gone.
I had this same problem initially, so I waited a couple days and I was just able to book The W Fort Lauderdale with my Ritz certs. Call the spg number that it displays to call to book free night certs.
I just tried and the SPG rep transferred me to Marriott bc she wasn’t “sure you can use those at Starwood properties.” Marriott rep said you can, she tried to book it but couldn’t so talked to someone and transferred me back. Next SPG rep tried, talked to her manager, and said the system isn’t working for any certs, just points. Everyone insisted you have to have your accounts merged (not just linked), but I already merged mine successfully. Total of 55 minutes on the call with nothing to show… This was for a Suite only property that they were wanting more than 60k for but she didn’t mention anything about that so I don’t know if that was part of the issue. I wanted to make up the difference with points.
I think you can if you buy with the mail in check option, if they let you do that.