Updates From Paradise Press Kits Press Releases Who We Are Articles Marriott Hawaii Resorts

Marriott’s Caribbean Travel Interruption Policy Overview

This document includes the following supporting material:

• Text of Marriott’s Caribbean Travel Interruption Policy
  
• Procedures and Areas of Responsibility for Fulfillment
  
• Proposed Free Night Certificate
  
• Property Hurricane Preparation Procedures
  

Marriott International Inc.’s Caribbean Travel Interruption Policy

The policy is designed to aid Marriott International guests at participating Marriott and Renaissance branded properties* who’s reservation and/or stay is impacted (as described below) by a hurricane.**  The policy applies to the following two categories of Marriott customers: (i) reservation holders and (ii) guests who are on property at the time of a hurricane.  This policy is effective for reservations scheduled to occur between June 1 and November 30 of each year.

RESERVATION HOLDERS:

In the event that a hurricane (as defined and validated by the US National Weather Service*) impacts a participating Marriott or Renaissance Resort in the Caribbean & Mexico**, guests holding a confirmed reservation with a nonrefundable deposit who are unable to travel to the hotel where they hold a reservation, due to an airport or hotel closure related to the particular hurricane event at the identified resort, will receive a full refund of their deposit and the ability to re-book for a future date. This policy does not apply to delayed or cancelled flights due to severe weather or other conditions for any reason except as identified above.

ON-PROPERTY GUESTS:

When a Marriott or Renaissance participating property receives a direct hit*** from a hurricane, guests who are registered on property will receive a certificate for a complimentary 3-night return stay (room and room tax only) to the impacted property.  The certificate is nontransferable and has no cash value. It is valid for stays between June 1st and November 30th for two years after the original reservation dates.  The certificate is valid subject to availability and other restrictions (as determined in the applicable property management’s discretion). Guests must re-book their return stay through a direct channel (i.e. Marriott.com, GDS, property or reservation center). Airfare and any other travel costs and incidentals are the sole responsibility of the guest.

GROUP CONTRACT GUESTS:

Qualifying group guests are categorized as follows: (i) the group is registered on property when the property receives a direct hit*** from a hurricane or (ii) the group is unable to travel to the Marriott or Renaissance property where they hold a reservation due to an airport or property closure caused by a hurricane event at the location of the impacted property.  In the case of (i) or (ii), the meeting planner/group will be offered a replacement meeting at the same Marriott or Renaissance property within one year of the original reservation dates.  In the alternative, the impacted property management may re-book the group’s replacement meeting at another comparable Marriott or Renaissance property.  Any replacement meeting is subject to availability and the discretion of the applicable property management. 

Further, the replacement meeting will be based on the original group contract terms and conditions, including but not limited to, approximate time of year, meeting room space, food and beverage.

Source: http://www.paradisebymarriott.com/news/Policy.htm

* Participating Properties:

• Aruba Marriott Resort & Stellaris Casino
• Renaissance Aruba Resort and Casino
• Curacao Marriott Beach Resort & Emerald Casino
• Frenchman’s Reef Marriott & Morning Star Beach Resort, St. Thomas
• St. Kitts Marriott Resort & The Royal Beach Casino
• CasaMagna Marriott Cancun Resort
• JW Marriott Cancun Resort & Spa
• Courtyard by Marriott Cancun Airport
• CasaMagna Marriott Puerto Vallarta Resort
• Grand Cayman Marriott Beach Resort
• Courtyard by Marriott  Grand Cayman
• Renaissance Jaragua Hotel & Casino
• Courtyard by Marriott Santo Domingo
• Courtyard by Marriott Port of Spain, Trinidad and Tobago
• Courtyard Isla Verde Beach Resort, San Juan, Puerto Rico
• La Concha, A Renaissance Resort, San Juan, Puerto Rico
• San Juan Marriott Resort and Stellaris Casino
• Courtyard by Marriott San Juan Miramar
• Courtyard Aguadilla, Puerto Rico

**For purposes of this policy, a hurricane is typically a tropical cyclone in which the maximum sustained surface wind is 74 mph (64 knots) or greater.  Marriott will rely on the US National Weather Service’s classification of a tropical cyclone as a hurricane.

*** A direct hit is defined by the U.S. National Weather Service’s National Hurricane Center (www.nhc.noaa.gov/aboutgloss.shtml) as:  “A close approach of a tropical cyclone to a particular location. For locations on the left-hand side of a tropical cyclone's track (looking in the direction of motion), a direct hit occurs when the cyclone passes to within a distance equal to the cyclone's radius of maximum wind. For locations on the right-hand side of the track, a direct hit occurs when the cyclone passes to within a distance equal to twice the radius of maximum wind.”

Procedures and Areas of Responsibility for Fulfillment
Three-Night Complimentary Stay Certificate

A rate program will be utilized for each room type available at a property to accommodate reservations for three-night complimentary stay certificates given according to Marriott’s Caribbean Travel Interruption Policy.

Example: Casa Magna Marriott Cancun Resort (MARSHA Code: CUNMX)

Any associate empowered to confirm guest reservations may utilize the appropriate Caribbean Travel Interruption Policy rate program code to combine three complimentary nights with paid nights for the same room category.

To ensure accurate bookings please use cluster code DZR when booking the three-night certificate.  This is the global rate program for travel interruption.

Customers wishing to book additional nights in conjunction with the three-night complimentary certificate will be encouraged to contact 888-PARADISE. The additional nights will be sold at the prevailing market rates.

Areas of Responsibility

PROPERTIES:

In order to fulfill this policy, properties will have the following responsibilities:

• Issue certificates for three-night complimentary stays to on-property guests whose travel was interrupted by a direct hit from a hurricane, or an anticipated direct hit of a hurricane which necessitates hotel/destination evacuation procedures.
• Respond to customer guest inquiries regarding this policy, including questions from the following types of guests
• Guests on property at the time of a hurricane
• Guests holding reservations for dates of an anticipated hurricane event
• Guests with general inquiries regarding the Policy
• Issue refunds for guests who do not contact Marriott regarding their hurricane-impacted reservation within 14 days of direct hit
• Assist guests to cancel non-refundable future reservations when held for dates of an anticipated hurricane event
• Finance cost of Customer Care policy fulfillment (Procedures are to be determined, possibly based upon use of unique issue code within GRS/Lotus Notes. Billing will be direct with the impacted property.)

CUSTOMER CARE:

In order to fulfill this policy, Customer Care will have the following responsibilities:

• Respond to guest inquiries when calls are transferred from either of the following two areas of responsibility:
• Global Reservation Sales & Customer Care Associates
• 888-PARADISE associates (Miami)
• Respond to guest inquiries regarding policy on behalf of participating properties
• Respond to guest inquiries regarding current state of impacted properties
• Assist guests to cancel non-refundable future reservations when held for dates of an anticipated hurricane event
• Record details of guest interactions related to this Policy using Customer Care issues management systems (i.e., GRS, Lotus Notes)
• NOTE: Customer Care associates will record the guest interaction
• Advise property associates, as appropriate, regarding refunds and one-category upgrade certificate requests.

888-PARADISE Associates (Miami)

In order to fulfill this policy, 888-PARADISE associates will have the following responsibilities:

• Respond to guest inquiries regarding policy on behalf of participating properties
• Respond to guest inquiries regarding current state of impacted properties
• Connect guests with Customer Care when it is necessary to cancel a reservation for a hurricane-impacted property

Global Reservation Sales & Customer Care Associates

In order to fulfill this policy, Global Reservation Sales & Customer Care Associates will have the following responsibilities:

• Connect guests with Customer Care when either of the following actions is required.
• Cancel a reservation for a hurricane-impacted property within the cancellation period.
• Assist guests to cancel refundable future reservations when held for dates of an anticipated hurricane event
• Confirm three-night complimentary certificates for guests.

Types of Travelers
According to the terms of this policy, specific types of travelers are covered as follows.

Transient

Covered by all terms of this policy.

Group

Group travelers will be eligible to receive three-night complimentary stay certificates.  Certificates, however, may be redeemed for leisure travel only.
Wholesaler/Voucher

Hotels will have the discretion to either return the wholesale travel vouchers to the on-property guests whose travel is interrupted by a hurricane event or issue a certificate for a three-night complimentary future stay, or both (recommended).  Such guests will communicate with their travel supplier for a refund of the unused portion of their voucher. 

Note: The three-night certificate cannot be rebooked through an intermediary channel – it must be booked direct with Marriott.
Guests holding a travel voucher for a future reservation at a property impacted by a hurricane event must seek a refund of advance payments from their travel supplier. 

eChannel Reservation

On-property guests whose reservations were made via a third-party eChannel may be eligible to receive a certificate for three-night complimentary future stay at the discretion of the hotel (see wholesale policy above).  Such guests will communicate with their travel supplier for a refund of any unused portion of trip. 
Note: The three-night certificate cannot be rebooked through an intermediary channel – it must be booked direct with Marriott.
Guests holding future reservations made via a third-party eChannel at a property impacted by a hurricane event must seek a refund of advance payments from their travel supplier.

Travel Agents
Guests whose reservations were made with a Travel Agent will be covered according to the appropriate terms of this policy, dependent upon the method by which their reservation was confirmed.
Certificates will be appropriately presented to on-property guests.  Certificates presented to guests holding future reservations will be delivered to travel agents.  A travel agent will be expected to deliver such certificates directly to the guest.

Marriott Rewards Redemption
On-property guests who hold reservations for the redemption of Marriott Rewards will be eligible to receive a certificate for three-night complimentary future stay.  Such guests will also be eligible to receive a pro-rated credit for any unused portion of their Marriott Rewards certificate. Any monies paid towards category upgrades will also be refunded.
Reservations for guests holding future reservations will be cancelled and an appropriate credit for the Marriott Rewards certificate will be applied to their account.

Three-Night Complimentary Stay Certificate

Marriott and Renaissance Caribbean and
Mexico Hotels and Resorts

This Certificate Entitles the Bearer to a Complimentary Stay for three-nights.

This certificate entitles the bearer to a complimentary three-night stay for (insert number) persons at (insert resort name).

These accommodations are for room only and subject to availability at the time of reservation.  This certificate is valid for leisure stays from June 1st through November 30th for a two year period. This certificate will be void after (insert date – 2 years from original reservation date) and cannot be extended.  This does not include food, beverages, incidental charges, tax, gratuities, resort levy or airfare and cannot be redeemed for cash.  Once your reservation is confirmed, a seven day cancellation policy goes into effect.  If the reservation is canceled within seven days of confirmed arrival, you forfeit your certificate, as it cannot be reinstated for another date period.

NOTE:  Your certificate may require documentation- such as passports, visas, and proof of citizenship or other- necessary for International travel.  It is your responsibility, and not the responsibility of Marriott International (sales offices and/or affiliates), to determine and/or obtain any necessary documents.

This certificate is nontransferable and will not be replaced if lost or stolen. 

Until receipt of confirmation, we strongly advise you not to purchase any airline ticket.

To make your reservations, please contact a Marriott reservation agent at 888-PARADISE, and identify yourself as a certificate holder.  We suggest you select three sets of dates within your travel window, (insert date) to (insert date), in order of preference and we will confirm to you the first available set of dates.

(NOTE: If you wish to combine this three-night certificate with additional nights, please contact a Marriott reservation agent at 888-PARADISE and identify yourself as a certificate holder.)

You must present this original certificate to the Front Desk of the hotel at the time of check-in.

Sincerely,

This Certificate # (insert number)                                    expires: (insert date)

Issued on behalf of: Marriott & Renaissance Caribbeanand Mexico Hotels and Resorts

For:(insert award event or activity)

Issue Date:(insert date) ck-(insert contact/issuer name)
Guest Name:(insert name)

 

Property Hurricane Preparation Procedures – Enacting the Travel    Interruption Policy
Start of the Hurricane Season (June)

1. Start the execution of the Property General Hurricane Plan, preparing briefings with department staff and defining what their participation will be in case of a hurricane.
2. Develop their individual department plans based on the Property General Hurricane Plan.

Phase A - Five Days Out

1. Start preparations as outlined in the PGHP and hold briefings with department staff as needed.
2. Begin advising on-property customers to make plans to evacuate using scheduled air if it appears likely that a Category 3 strength hurricane or stronger may impact the destination.  Also inform guests that a mandatory hotel evacuation will be implemented 72 hours out if the storm continues to track towards the destination at existing or higher levels.

     c.   Begin to run reports and information such as arrivals lists, cancellations, etc.

Phase B - 72 Hours Out

1. Close the system for sale (NMQ at day level) and request a NPC from MARSHA

     Help Desk for the following 5 days.

2. Send a Stop-Sell to all wholesale agencies, initially for the following 5 days.
3. Coordinate with the Resident Manager or Director of Rooms what information will be communicated to Wholesale Agencies and Corporate Offices.
4. Communicate with all DMC and Wholesale Agencies regarding weather conditions and ask that they encourage customers to return in the future.
5. Hold department briefings to keep staff informed of next steps and present condition of hotel and preparations.
6. Prepare a list of the staff that will go to the shelter in case of hurricane impact (Front Desk Leader).
7. Document all early check-outs and cancellations because of the hurricane alert (print MARSHA VRWs twice a day for a 30 day booking window and download One Yield Cancellation reports). This information is needed by your Controller for insurance purposes.
8. Call guests scheduled to arrive on the following 3 days and notify them of the weather forecast.  Print arrivals for the next 15 days will be printed out (MARSHA GEAs).
9. Coordinate room reservations in other cities outside the hurricane path to send hotel guests if necessary.
10. Communicate with Marriott’s Specialty Services in Omaha (David Cantrell or Donna Reh) regarding hotel’s current status and next steps (using the e-mail address hurricaneupdate@marriott.com or calling 402-390-1600 ext.1680). They will send you a form for you to fill-in with all the information that will be provided to guests calling WWRC.

 Phase B - 48 Hours Out

1. Keep in contact with wholesale agencies and inform them of the situation, ask them to continue supporting us on the relocation or return of the guests.
2. Prepare manual procedures in case of system failure.
3. Verify hurricane path and keep contact with the command center for any changes that may occur.
4. Keep an updated list of all associates willing to help Front Desk in their preparations.
5. Send any relevant updates (i.e. forecasted hurricane path, evacuation plans) to Marriott Hurricane Update as outlined above.
6. Continue printing cancellation reports (VRWs plus One Yield)

Phase C - 24 Hours Out

1. In this phase all office tools will need to be inventoried and placed in a safe storage area. Communicate with Property’s IR department to know where the electronic devices will be stored.
2. Print hard copies of GEAs, GEXs, GEDs, GESs for Operations as well as VRWs and One Yield cancellation reports for your Controller.
3. Send any relevant updates to Marriott Hurricane Update as required.
4. Be ready to work manually in case of a system failure
5. Support the Emergency Brigade in any needed area.

During the Hurricane

1. Stay calm and help fellow associates during the hurricane.
2. Maintain alert for any instructions that the command center may issue.

After the Hurricane

1. Restart computer systems.
2. Send guest and hotel status report to Marriott Hurricane Update until the property is fully operational again.
3. Change the property status field in EPIC to reflect Hotel’s physical and operational condition (located under “Sales Descriptions”). Update regularly as hotel’s condition improves until becomes fully operational.
4. Work with the Emergency Brigade in any needed task in order to promptly reestablish Hotel’s operations.
5. Discuss with DOM, Director of Operations and Revenue Leader when to re-activate MARSHA and wholesalers for sale. Extend NPC if needed.
6. If the hotel is going to be closed for a significant period of time, the Revenue Leader needs to either liaise with Omaha Customer Care & Marriott Rewards Desk to relocate the reservations for the time the hotel is going to be closed or contact guests directly property. Help find alternative locations within Marriott Resort Network or the destination, if at all possible. Reservations inside a reasonable timeframe after the hurricane (timeframe to be determined by the property), will be cancelled without a penalty and any deposits refunded.
7. Assess your area’s damages and report them to the Director of Loss & Prevention.
8. Hand out the cancellation reports to your Controller and produce any other business interruption related report that Accounting may need.
9. Provide records of prepayments to Accounting, so that deposits can be refunded.

Additional Questions

If a property is encouraging guests to leave, based upon a hurricane alert issued by NOAA (National Oceanic & Atmospheric Administration), certificates will be issued. This would typically go into effect when there is a hurricane watch or warning and evacuation procedures are necessary.

2. If a guest is at a property that receives a direct hit of a hurricane, they will receive a certificate for three complimentary nights.  What portion of their paid room nights will also be refunded?  Will Marriott Rewards points be pro-rated for a completed portion of a stay if a guest is redeeming points?

Only unused nights will be refunded.  Marriott Rewards points are pro-rated, and unused portions are returned to guests.

3.  Given the detailed definition of hurricane winds and what is considered a direct hit,   will there be an official announcement regarding what properties are covered by this Policy in the event that properties are in the path of a hurricane?  How will this be    communicated to guests and associates?
    
The International Crisis Committee will make this decision based on the situation. 

5.  How will the decision be made to invoke the Travel Interruption Policy? 

The decision making process will be done in conjunction with the property and the CALA and International Crisis Committee.