Bonvoy is a company that provides rewards through its loyalty program, which members can redeem for free stays at select Sheratons. Recently, Bonvoy was acquired by Hilton and now all points (formerly called “Bonvies”) will be converted to Hilton Honors Points before October 31st, 2018. But what does this mean in terms of the current benefits?
The “marriott reward redemption charge” is a fee that Sheraton hotels have been charging when members of their loyalty program redeemed points. Members of Marriott Rewards who are trying to redeem points at the hotel are charged an additional $5.
When members redeemed points at the Sheraton Hotel, they were charged a “Bonvoy Rewards Service Fee.”
on January 29, 2022 by Gary Leff
The Marriott Bonvoy program has a number of flaws. It’s bad enough that the hotel company allows customers redeeming rewards to be charged fees. Free nights at Marriott aren’t quite free. In reality, the complimentary night may cost up to $99 each night.
Marriott, on the other hand, has little control over its hotels, and they tend to run rampant. Whether it’s charging visitors 4% for lightbulbs in their rooms, only charging resort fees to guests who pay with points, or adding unexplained’sustainability costs’ to reservations, the network is plagued with hotels that charge guests what they want. When they break the rules, they may be detected due to blogger complaints, but they still profit from the additional cash they’ve collected from Marriott members while the regulations were in place. Some hotels may even charge you a fee if you use a Marriott credit card to pay.
So it really shouldn’t come as a surprise – yet still seems more egregious than most anything that I’ve seen – when a reader shared that the Sheraton Puerto Rico Hotel & Casino has been adding two separate fees onto award redemptions,
- “A destination fee equivalent to 18% of the daily rate or USD 30 per day for Bonvoy redemption stays” – in order to ensure that the resort fee isn’t included for guests using points, they charge a set sum, even if it’s paid as a percentage of the hotel cost for everyone else. and
- A “Marriott Bonvoy Rewards Service Fee” is a fee charged by Marriott.
I’ve never heard of a hotel charging a charge for utilizing the reward program of its own chain! Not only that, but the cost didn’t seem to be revealed throughout the booking process (disclosure is the hotel industry’s defense against state attorney general cases for deceptive tactics, and Marriott has agreed to do better in any case).
Furthermore, Marriott’s own terms and conditions prohibit such a charge. The free night redemption “includes.. room tax/service fee,” according to item 3.2.e of the Bonvoy program conditions. If there is a Bonvoy service fee, it should be reimbursed by the points redemption!
On Tuesday, I inquired about the practice with Marriott. They informed me on Friday that the hotel had ceased collecting the charge. They then informed me that, in reality,
- This is supposed to depict the resort fee being taxed by the government.
- They admit it was mistakenly classified as something wholly unrelated and illegal.
- And that it was not disclosed to clients when they made their reservations.
The difficulties of labeling and disclosure, I’m informed, have been resolved. However, I’ve inquired as to whether passengers who were charged an unannounced Bonvoy service fee would be reimbursed, and I’ll keep you updated if I get a response.
More From the Wing’s Perspective
The “Marriott Bonvoy Customer Service” is a customer service line that can be reached at 1-800-436-7927. Reference: marriott bonvoy customer service.
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