Carol Pratt is stuck with three pre-paid nights at a Starwood Hotel. Even though she wants to move the reservation by a few days, the hotel won’t let her without losing all of her money. What’s going on?
Question: I made a pre-paid reservation at the W New York – Downtown. The rate description said it was non-refundable and a penalty would apply for changes. When I tried to change it to a few days later, I was told that the reservation was actually non-changeable, and that should I cancel it, I would lose the money and need to book three new nights.
I contacted the W hotel’s central line and pointed out that the rate description for non-refundable rates stated they were non-refundable and non-changeable. That’s not the same thing as “a penalty for changes,” which is the language in the terms for the rate I had booked.
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Here’s a life lesson, courtesy of my friends at Starwood Hotels & Resorts: If you haven’t had your first cup of coffee in the morning, do yourself a favor and read every email twice.
Lynn Kamimoto thought she was staying in a Grand Deluxe Room at The Fairfax at Embassy Row, Washington, D.C. She thought her stay included a full American Breakfast at the Jockey Club.