(Update) Bonvoyed Again! Marriott HQ Weighs In On Insane Hotel Credit Card Fees

Whoa, I’d never even imagined that this was a thing in 2021. Sounds like they’re having the guests pay for some B&O tax claiming it as an additional fee. It’d be interesting to take this to the AG about improper business practices; especially, given that there wasn’t any disclosure before entering this contract with the hotel. Eesh, thanks for this write-up… my first article with this site and now am subscribing! (Titanium/Platinum lifetime – but starting in with Hyatt due to shenanigans like this with Marriot!)

I will say this about Marriott. I will NEVER stay in ANY of their properties EVER again ANYWHERE….PERIOD. Talk about non disclosure. I was one of many caught by total surprise by the Strike at 5 Marriott properties in Hawaii back in 2019. Specifically at the Royal Hawaiian. The story is WAY to long to tell, especially how they treated us once we checked in, and then checked out, what they “tried” to charge us and their lies about it all after the fact. American Express was a HUGE help in our actions against Marriot and the hotel specifically….so was out class action lawsuit that followed. “F” Marriott in others words.

The problem is in the lack of
Disclosure. Let’s face it. ALL of
us have been paying for rising credit card costs for years by business’ raising their pricing. Now business’ have a legal option to pass along the high fees that they get charged on to the people who are benefitting from the “points” and “cash back” and all those other things the credit card companies promise you… all at a ridiculously high interest rate. Owning a small business with slim margins is incredibly hard. So I don’t see anything wrong with this practice IF it’s disclosed properly.

I agree with most of the blog points except some people do pay cash for hotel rooms. I’m not one of them, but I’ve seen it.

Two identical situations. Had to book two nights each in Hilton and in Marriott, both reservations using the free night certificates. Then had to cancel due Covid. When I went to rebook, neither property refunded the certificates back in my account. Had to call both. Hilton apologized, returned certificates, rebooked and without my even asking credited 10000 points. With Marriott, not that fast. They told me up to five business days, footballed me between three different department, bu finally returned certificates. No apologies, no extra points. I essentially switched all my business travel to Hilton after Marriott acquired Sheraton. See ya, Narriott.

Thanks for going to bat for all of us. Now, for me, it’s on to resort fees. I will continue to avoid these properties. Same amenities as before without them.

While there are some states that disallow credit card surchages (FL not one of them) and some rules from Mastercard/Visa in their contracts, it is likely allowable for them to charge the fee. As you say, there are some questionable business practices there. But as you highlight, the most egregious thing is that this is not disclosed until you arrive at the property, and hotels are not often something we book by walking into and comparison shopping the day of. In fact, not disclosing this online at time of booking is most likely a clear violation of Visa and Mastercard’s policies. You reached out to the hotel and to the Banks, but the one who really enforces these things contractually and are incentivized not to degrade the trust in using your credit card are Visa and Mastercard. You should reach out to them and see what they have to say.

Ryan — superb post and write-up. Appreciate your detail, candor, and persistence. Sure, the faux-heads will say, leave the corporations alone, celebrate their freedom to exploit we the sheeple…. But so very nice to see miles-to-memories has the independence, the courage to speak up. (with reason, calm, and all-around awe-someness) You and M2M could become the Andy Rooney (bless his memory) of travel bloggers.

PS: I had a surprisingly bad experience at a Marriott Spring Hill Suites this past week in Richmond, VA…. beyond annoying, while my son and his young family encountered a hellish first nights at a Days Inn Outer Banks, NC (Mariner)….. (and I’m a Wyndham Diamond — in response to my own intense complaints, their corporate offices are initiating an investigation — which likely will lead to fines of that scandalously horrid place, if not outright kicking them out of the franchise….) I could write-up both tales of serious woe….. Am really encouraged to see miles-to-memories be the antithesis of “loyalty-lobby” type blogs — where their first loyalty so often seems to be to the lobby owner, not the customer….

Unfortunately, another really great reason to miss SPG!

Seems simple, stop staying at all Marriott hotels till they get their act together. Period, no exceptions. If you keep giving them any business at all,, it just encourages this crap.

So many people will arrive for cruise bookings (I know now, but hopefully soon), and will have no option other than to pay as everything else will be booked. I thought that you could not legally charge more for using a credit card?

Easy, just do debit and pay them with Visa gift cards :).

Excellent investigation, Ryan. I check on fees beforehand, never pay a resort fee, and am seldom willing to pay a small parking fee. But I have never before heard of a fee to use a credit card. With hotels on every corner, there are many options to go elsewhere (after I use my million plus points). I hope they don’t start charging extra fees to use these up. But I wouldn’t be surprised . . .

Seems like it’d be easier to just raise room rates 2%. This way, you still capture the extra revenue from customers who choose pay in cash. Not to mention it would eliminate the need to have a cheap and tacky looking sign out front explaining a 2% CC fee.

Unfortunately the hotel could just add it as part of the “resort fee” since those (regrettably) remain legal.
Any old way they can find to screw their guests. It’s really pathetic that travelers can’t get a net quote up front from hotels, airlines or car rentals. Why hasn’t the gov’t looked into this yet?

Pay all in coins!

When booking a prepaid reservation, under credit cards, in the payment options section, it asks:
Why we ask for this?
(click above link) and a window opens with the following (note the last line)…
A credit/debit card is needed to hold your reservation; you will not be charged at the time of booking unless stated
If you have booked a rate that requires a deposit or prepayment, the deposit or prepayment will be charged to this credit/debit card
For rates that allow cancellation, you may be charged if you do not cancel in time (see specific rate rules)
You will be asked for your credit/debit card when you check in
No fee will be charged for using a credit card

A friend asked me to stay at this hotel about 5 years ago. Very high cost with few benefits. Nothing felt special about the place to me. We had the window open during the day and returned around dinner to find the room cool so I turned up the thermostat. No heat came out so I called maintenance who told me that the hotel does not have heat. I know it is south Florida but for the cost of this hotel I could not believe that they didn’t have any heat. The room was 66F. We ended up turning on the shower and heating the room with steam. My opinion is you can stay for much less a few blocks away from the beach in a place with some real character.

This is why God invented Hyatt.

the disclosure issue the heart of the problem. The points are valid in the sense of “do I want to do business with them again” but to have you reserve and not know – and I assume by the time you arrive and have the first opportunity to see the info you are past the cancellation point, in which case they would – charge your credit card!! It’s slimy and it’s wrong but I’d key on the one indefensible point – disclosure.

Years ago I had a Budget rental of a pickup with a tonneau cover and I wanted more height on the opening so I disconnected the hydrualic bars that held the cover – bad idea – they whiplashed and scratched the vehicle. I reported this on return explaining my bad – they said no worries. Six months later I got a bill for the damage. I started up the chain each time being told I am responsible. I never denied that by contract any damage was on me (or my insurance if I so chose). I got nowhere until I got to the C suite and a staffer there and I agreed 1. You were responsible. 2. We waited to long to bring you the claim. 3. Case closed.

I agree “For a high-end property in a multi-national hotel chain to charge a credit card fee is beyond ridiculous.” But historically hasn’t it always been these type properties that charge every fee they can think of? It is precisely this type property I would expect this from.

You rarely see middle and lower tier properties try to nickel and dime you nearly as much.

Franchisers need a tighter grip on their franchisees. A 2% credit card fee is absolutely ridiculous. It’s as if Marriott is afraid of their franchisees.

Can you report to BBB? Seems deceptive business practice – forcing you to reserve with credit card then charging an extra fee to use credit card without advance and upfront notice. Agree with (some) of the commenters – thanks for highlighting this issue and trying to bring Marriott’s attention to it. Personally will not be staying at this hotel until they eliminate the fees.

Thanks for doing the deep dive on this. While the hotel comes out of this pretty much looking like scum, this shows me that Arne may be gone but his spirit of screwing over the customer lives on at Marriott.

… wait, people pay actual money for hotel stays? Maybe I’ve been doing it wrong

I just got off the phone with the hotel and they are telling me it’s 1%. That being said, they DON’T take checks. Debit cards are still counted as a credit card. And the rep said the fee is even mentioned until you check out. Sheesh!! Now THAT’s what I call a scam.
So be prepared to bring a wad of cash if you want to avoid the fee.

Charge back , not enough time to discuss that with at all with customer no service. Cost them time and 25 usd minimum….

Maybe show up with cases of rolled pennies? That would be a fun experiment.

I agree with you about full disclosure, but not your other complaints. Rising credit/debit card fees are hurting everyone – buyers and sellers – with the only exception being employees and shareholders of the banks and credit card networks. If this became a widespread practice it would put pressure on the credit card cartels to limit fee increases.

Consumers need to know what they are paying for and given an option to pay by other means if that will save them money.

Look at the end of the day Marriott ( its really Host International as the real Marriott’s are gone) is afraid to offend it’s franchise owners/operators for fear of losing them, it’s all about door count for equity capital pure and simple. There are so many properties flying the Marriott flag today that wouldn’t have a chance of a snow ball in hell if Bill or Willard were still running the show. This is just not Marriott ( Host International ) it’s all the other flags as well, get use to it. Bottom line don’t stay there as I do with some properties then as you did post on social media that will get to them more. I hate fee by the by. If we are booking a company function or multiple rooms for a project we condition our stay based on no “fees”

I think you efforts would be better served at finding a way to outlaw activity/destination fees at hotels. To me that is the biggest rip off. Charging for infrastructure that they have had always.

Looks like they are getting a few 1 star reviews for this fee, I suspect it will be gone soon, properties need to protect their online rep. Out of curiosity I posted on Bonvoy’s Twitter page to see if they would answer my question about swipe fee’s, I linked your article, I doubt they respond, but who knows. I already prefer other hotels to Marriott anyway, but usually give them a few stays a year, One undisclosed at booking fee will be the last one though.

It’s a HUGE problem. You go expecting to pay with a c.c. and find out when you get there that in order to avoid paying the fee I have to pay with cash? Where am I going to get $1,000 plus cash at the last minute/(I’m assuming a visa debit car still counts as a credit card)

I will never stay there again because of this fee, and mainly because of their weird design of putting a window with wooden shutters in the bathroom that opens to the rest of the room. If you aren’t traveling solo, why would you want this, and if you are solo, why would you want this?

I would think it’s not an illegal fee, just a poor business decisison. The best thing we can do is speak with our feet and never stay at this hotel again, and have everyone post their feelings regarding their stay on Tripadvisor and Yelp

And its not that great of a hotel to begin with.

The hotel reduced the fee to 1% several weeks ago
https://viewfromthewing.com/this-resort-defied-marriott-continues-to-charge-guests-an-extra-fee-to-pay-by-credit-card/

Pennies. Lots and lots of pennies.

Here’s the thing….Marriott sucks as a hotel chain and Bonvoy is s trash loyalty program. Do yourself a favor and stay elsewhere.

Great article! I was looking into getting the Bonvyoy cc but that’s going to be on hold for now until they clear things up. I’ll apply for Hilton instead.

@Stephanie – others have posted there is nothing in FL law that prohibits this fee. Also there are numerous site specific surcharges, resort fees, add-ons for what would be considered basic service, etc at hotels. While it annoys people this isn’t that unique.

The agencies you mention likely would care or if they did it would simply be a report that doesn’t impact the hotel’s operations.

Pick your battles – this one just isn’t worth it. I won’t be staying there and you likely won’t either so end of discussion

Ryan – I know it annoys you but get over it – you won’t change anything. Also while I agree Marriott should be stricter on their franchisees in this case it is the franchisee, who may be a local small business, adding the fee. So the “profit” from this doesn’t go to Marriott. For you to act like they are the ones implementing the fee and profiting from it is wrong. I seriously doubt this addition fee causes the franchise fees paid to Marriott to go up.

I guess w limited travel bloggers have to obsess about something but it is time to move along!

I would not stay and I would report it to the State Attorney General, local newspapers and a local news TV station that has a consumer report segment. I bet the fee doesn’t show up on Hotels.com,Booking.com, etc., in which case the hotel may be engaged in false advertising.

Thank you for doing such a detailed write up!

Well done Ryan