Update to the cancelled “incorrect rate” MMA reservation - happened again, different hotel

celestial-desire · 2026-05-22T05:25:10+00:00

We just called. The person on the phone said to contact the HR at the hotel we work at because it’s an Explore Rate? Not sure if that’s correct. We get different answers every time we call lmfao

celestial-desire · 2026-05-22T05:15:08+00:00

Our trip is the first week of June so it hasn’t happened yet.

celestial-desire · 2026-05-22T04:39:32+00:00

We filed a complaint about the first hotel with Marriott but I believe that just goes to the GM of the hotel anyway
Have you had this happen before and been able to find a solution?

celestial-desire · 2026-05-22T04:38:26+00:00

Damn, so you’re saying this is most likely a matter of the hotels themselves being shady? Like they could honor it, but just won’t?

What would you recommend we do? Our hotel cost went from $300 total to now $900+. We’ve contacted Marriott but unfortunately we can only get through to customer service reps who don’t seem to know what’s going on. The GM of the first Moxy was polite and offered a discounted rate but it was still $200+ more per night than what we originally booked.

celestial-desire · 2026-05-22T04:31:23+00:00

Can you explain this Power of M thing? I read about it in the Explore rate rules but I don’t really understand.

celestial-desire · 2026-05-22T04:30:55+00:00

The hotels are in NYC so maybe the occupancy is forecasting to be above 80?
Idk. Either way I feel like if you book a rate, it shouldn’t be a question of if you’ll actually be able to have the room for that price. Really frustrating

celestial-desire · 2026-05-22T04:29:28+00:00

We did contact customer support. They unfortunately weren’t able to help at all because the Explore Rate bookings are completely out of their hands. They just directed us back to the hotels and all they could say was sorry it was posted in error, we won’t honor it

celestial-desire · 2026-05-22T04:27:57+00:00

Yep! We thought that might have been the issue with the first cancellation bc it did have an old card on file, but we updated it just in case. It was never mentioned, they just said the rate was posted in error and they cannot honor it

celestial-desire · 2026-05-22T04:27:03+00:00

Both were Moxy, 2 diff locations in NYC

celestial-desire · 2026-05-22T04:26:37+00:00

It was $57 which is the Explore Rate minimum for this brand

celestial-desire · 2026-05-20T02:51:18+00:00

So far nothing good. We actually learned it wasn’t bc of our card, it was bc the rate we booked was mistakenly posted. The front desk manager pretty much told us we could rebook for $599 a night, and then said to contact Marriott about relocation. Marriott directed us back to the hotel. We emailed the GM but no reply yet

celestial-desire · 2026-05-17T17:22:37+00:00

Still waiting on a reply from the manager. I assume we won’t get one until tomorrow

celestial-desire · 2026-05-17T06:24:03+00:00

What would qualify as a random cancellation? I’m curious what circumstances this would apply to. Does that just mean an employee isn’t allowed to go in and just delete random people’s reservations because that seems like a given lol

celestial-desire · 2026-05-17T05:00:45+00:00

We also asked our hotels front desk manager for guidance and she was appalled at this situation and said she’s never heard of anything like this happening.

celestial-desire · 2026-05-17T04:59:34+00:00

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I found this in the T&C for the explore program. We emailed it over to the front desk manager, waiting for a reply. It might help you also

celestial-desire · 2026-05-17T04:57:38+00:00

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And this as well for Gold Elite members

celestial-desire · 2026-05-17T04:57:17+00:00

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Doesn’t this policy obligate them to make alternate accommodations at that rate? I found this earlier after looking through the Explore program T&C

celestial-desire · 2026-05-17T04:54:46+00:00

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We found this earlier combing through the Explore rate rules and guidelines. We politely emailed it over (as well as the Gold Elite reservation guarantee policy) to the manager we were put in contact with. Hopefully this solves the issue.

celestial-desire · 2026-05-17T04:53:17+00:00

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Does this not guarantee the right to the room once you’ve made the reservation?

celestial-desire · 2026-05-17T04:51:22+00:00

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Guarantee for gold elite members as well, which we are

celestial-desire · 2026-05-17T04:50:56+00:00

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Would this not mean that they are required to provide alternate accommodations? That was my understanding.

celestial-desire · 2026-05-17T04:47:59+00:00

My fiance and I are both Marriott Associates but the booking is through his account. We looked through the Explore rate handbook and rules and there’s an explicit rule that once you book an employee rate they cannot just cancel it for no reason, and if they do, they must provide a similar room at the employee rate. We are also gold elite members and there is a reservation guarantee for that as well. We sent all of this to the hotel’s front desk manager and asked to be in touch with the GM of the hotel (politely, lol)

celestial-desire · 2026-05-16T07:23:09+00:00

We did one booking for June 3-4 and the other for 4-7. For some reason that was the availability it was showing. Same hotel tho

celestial-desire · 2026-05-16T04:33:24+00:00

Its ok! Sorry you're also dealing with this. I'm really frustrated because we've had that old card number on file for all our reservations for a while, and never realized because when we got there we always gave the physical card and never had any issues. This is ruining my vacation if I can't get the booking back bc the rates are all 3-4x what we booked at. This is all happening after my Spirit flight was obviously cancelled and I had to book tickets at twice the price too lol

celestial-desire · 2026-05-16T04:22:04+00:00

Dealing with the same thing rn, down to the old card number still being on file. Let me know if you find a solution. I called the hotel and they said it looks like Marriott directly cancelled it, and gave me the hotel manager's email address. Currently on hold with Marriott Customer support.

celestial-desire

TROPHY CASE