A LoyaltyLobby reader sent us a question regarding a closed Marriott hotel in Los Cabos and what to do with the reservation that now will not be honored?
You can access the Solaz Los Cabos Marriott website here.
Here’s the email from the reader:
I am reaching out about an upcoming reservation at a Marriott Luxury Collection property, Solaz Resort, in Los Cabos Mexico. My current reservation was booked on Marriott Bonvoy points, and is scheduled for early October 2021.
About a month ago, I learned that the property had unexpectedly closed for an undetermined amount of time. Given a month had passed, and I had not yet been contacted by Marriott, I reached out to reservations today to see what I could find out. Marriott reservations informed me that they expect the hotel to still be closed during my upcoming reservation. They let me know that I could rebook at the nearby JW Marriott, but outside of that, they could not further assist at this time. Given that the cash rate for the JW is about a third of the cash rate at the Solaz, and they were offering no further compensation for not honoring my original reservation, I just held the original reservation as is at this time.
I am a current Marriott Bonvoy Titanium member, and I have noted that Titanium membership benefits include: “The Ultimate Reservation Guarantee: If we can’t honor your reservation for any reason, we guarantee that we’ll pay for you to stay nearby and compensate you for the inconvenience.”
Therefore, in your expert opinion, what should I be seeking from Marriott in terms of honoring this reservation? Additionally, would you have any advice on how best to approach the situation, given the standard Marriott reservation line was not of much help?
Thanks so much for all of your great info!
The hotel has the following statement on Marriott’s website:
The hotel is currently closed to address immediate and unanticipated infrastructure needs. Guests are being contacted directly to assist with rebooking existing reservations.
Does The Ultimate Reservation Guarantee apply?
We have covered Marriott’s different guarantees few times, and you can read out the most recent piece below:
The issue is that the guarantee won’t apply if the hotel is closed and your reservation is canceled. It only applies if you show up at the hotel, and it is essentially oversold.
Then they are supposed to rebook you at another property at their expense, in addition to giving you a large number of points and some fresh notes.
Marriott Customer Service
The unfortunate situation is that Marriott will wash its hands and claim that it does not own the property. It is not their headache if the hotel has temporarily ceased its operations.
The most they will do is to cancel the reservation and refund the points. It is up to the reader to decide where to stay, whether at another Marriott property using point or another hotel altogether.
This specific property closed unexpectedly, considering that the leisure business has been better than almost anywhere due to its catering to incoming tourists from the North (read the United States).
I cannot see Marriott doing anything other than refunding the points. It is up to Solaz if they want to provide any additional compensation that is very unlikely if they have “temporarily” ceased operations. It is unclear when the hotel will reopen and if it then even be affiliated with Marriott.
I would move and book another hotel in the area that would fit my needs.