Comment Re: That's a bad look on Marriott. (Score 2, Insightful) 40
This is not on Marriott, but on Sonder. And in this case it's also in the user, as he got a mail during his stay, so he should at least called the frontdesk to see what's up, niw saying he thought it was spam is of course just an excuse to try to get some sympathy. Of course I do feel for people when such a thing happens, but it's a business, not a social institute. And those accomodations need to generate money.
In all your life, have you ever gotten an email from someone in the middle of a trip saying that your pre-arranged hotel stay is cancelled, and you need to leave the room ASAP? That's not something anybody would ever expect to get legitimately.
Moreover, something like this would be *massively* disruptive to the person's vacation, possibly literally forcing them to live out of their cars, depending on when it happened and how busy the hotels were at the time. Even if you didn't ignore it, if your only option was to leave — especially if you had already paid for the room — you'd be more than just furious. You'd be filing a lawsuit against everyone involved.
It's not on Marriot that Sonder didn't pay their bills as Marriot wouldn't just terminate the contract, in most cases they already hadn't got paid in weeks or even months.
No, it absolutely is on Marriott. Either the booking is prepaid, in which case you have paid for the room, and it isn't your fault that Sonder screwed you, or the booking is not prepaid, in which case you're paying Marriott, and it doesn't matter that Sonder screwed Marriott.
I am therefore assuming it is the former, which means you've pre-paid for the room, and you are legitimately entitled to service. Them breaking their contract with Sonder might excuse them for preventing future bookings, or even cancelling bookings beyond a certain date if they are not prepaid, and providing a way for the customer to pay directly, but it does NOT relieve them of responsibility for honoring any existing prepaid bookings, nor any active bookings that are already in progress.
In all likelihood, a judge would conclude that the people staying in the room are a party to an implied contract the moment they entered into the agreement with Sonder, and that Marriott is REQUIRED to honor those bookings under the principle of promissory estoppel. The liability for failing to meet those obligations would absolutely *DWARF* any possible savings from being able to rent the room to someone else. Think "million dollar pain and suffering claim" here. And because Sonder is not the one who kicked those people out of their hotel rooms, that liability falls on either the individual hotels, who would then sue the hotel chain to recover those losses, or directly on the hotel chain, whose only option would be to try to sue the defunct Sonder to recover the cost of those payouts.
Moreover, anyone who experienced this would not care in the slightest whether Sonder and Marriott had a falling out. They would only care that their vacation was ruined because a hotel room that *THEY PAID FOR* was suddenly yanked out from under them, kicking them out into the street. So those people will never trust a Marriott hotel again as long as they live, and they will tell all of their friends not to trust Marriott. This level of breach of trust is how companies die.
What Marriott did is so far from okay, whether you mean ethically, morally, or legally, that IMO, heads should roll at the C-suite level within the next week over it.
This just shows that you should think before booking an accomodation through a third party who advertises it for much cheaper as directly.
Why? Those companies get a discount for bookings. They pass those savings on in different ways. Some use reward points. Others give a discount up front. Why would you deliberately pay more for a hotel booking than you have to?
Like I said, Marriott had an implied contract with you, the person staying in the room, and that became binding on them when you checked into the hotel at the absolute latest, if not the moment you paid for the stay or any portion thereof. What they did is not only unethical, but also blatantly illegal, and whatever executives authorized or were in any way aware of the termination of the contract in this way should be fired for it, if not outright jailed.
It's sad that people think that such flagrant abuse of individuals by giant corporations is okay. It isn't. It is illegal, it is immoral, it is unethical, and it cannot be tolerated in a decent society.