Whine Wednesday: Misleading Pre-Stay Emails Case: St Regis Bora Bora


How often do you receive pre-stay emails, and do you pay any attention to them?

I made an award reservation back in October for a five-night stay at the St. Regis Bora Bora for this coming September, and an email from the hotel came through a few hours ago.

You can access St. Regis Bora Bora’s website here.

READ MORE: Marriott Bonvoy Rate & Bonus Points And Miles Promotions

Here’s the email:

Two issues (didn’t check the updated Covid-19 measurements for French Polynesia):

Cash & Points

This was one of those rare full points awards. You can usually only find something by mixing in cash too.

Deposit Requirement

There is none.

There was also an attachment regarding safety procedures that the resort was taking due to Covid-19:

Download (PDF, 437KB)


You would think that Marriott’s flagship St. Regis hotel would make sure that the emails they sent out are correct?

Many reservations that were done earlier under SPG and then moved to Marriott’s ancient Marsha (think about 1980’s style mainframe system) were screwed up that lead to many issues and hours wasted trying to straighten them out.

I am not aware of, however, any recent issues with mixed up Marriott Bonvoy awards. It could be that the hotel merely sends out this email to everyone who has award reservations for a stay at this property. Perhaps they believe that they have managed to block all standard inventory, and only those crazily priced Points & Cash are bookable.

If you start having issues with a hotel before even arriving, it doesn’t bode well for the stay. The attention to detail at this Marriott resort is missing. They shouldn’t be sending out emails with incorrect information.

I am almost certain that I am not going to be in Bora Bora this September (I have been there thrice already) due to a lack of connectivity. My original plan had been to ticket a Global Explorer (Oneworld around the world fare) and hop to South America from Papeete on the once-weekly flight to Santiago via Easter Island. It is impossible to get to French Polynesia from Asia at the moment.