Marriott offering refunded service charge on award stays at 3 properties


Some readers who completed award stays at 3 select properties have reported receiving an email from Marriott letting them know that service charges were collected in error on award stays. In order to get a refund, affected members will need to click the link in their email to initiate the process. The subject line of the email is, “Redemption Stay Service Charge Error”.

As you can see above, the three effected properties were:

  • JW Marriott Los Cabos Beach Resort & Spa
  • Courtyard Nassau Downtown / Junkanoo Beach
  • The Westin Cozumel

The daily service charge is a gratuity distributed to staff members and that shouldn’t have been added on an award stay as the email notes.

In my opinion, Marriott’s email is essentially saying you were errantly charged and you have to take the initiative to ask for your money back. I know it is a tough time in the hospitality industry and that staff don’t deserve to be punished for Marriott’s mistake, but Marriott could just soak up that loss and refund people out of their own coffers or better yet make the properties take the “loss” so that they don’t make the same mistake again. That type of solution would have been more proactive in my opinion.

Still, getting notified at all rather than needing to have caught the mistake yourself is certainly better than nothing. It’s worth keeping an eye out for the email if you stayed at one of the listed properties sometime up to April 1, 2021.

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