Hotel Cancels Fan's Reservation Before Super Bowl

Hotel room door

With less than a month before the Super Bowl, Michael Marshall was informed that a hotel reservation he made for the big game nearly a year ago was canceled.

“I was just in shock,” Michael Marshall told WSBV TV Channel 2’s Michael Seiden.

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In addition to being a corporate travel agent, Marshall makes additional money as a stagehand, and he’s doing so behind the scenes at Sunday’s Super Bowl halftime show in Atlanta, but not without difficulty.

“I made my hotel reservations last February, so February of 2018, and everything was booked and confirmed,” Marshall explained.

Marshall had booked a room at the JW Marriott Atlanta Buckhead, but earlier this month, he received a call from the manager with bad news.

“The hotel called me and said that the corporation bought out the entire hotel a week after I made my reservation, so they waited an entire year to tell me,” he said. Apparently, the hotel is serving as a team hotel for the Los Angeles Rams.

The hotel manager apologized in a letter for the cancellation sent to Marshal on January 4th. The manager offered to honor the rate at a less luxurious property.

“They did offer me 10,000 points. I suggested more like 50,000, which is enough for one free night and they didn’t really go for that,” Marshall said.

Marshall isn’t the only one to be upset or subjected to this cancellation.

WSBV TV Channel 2 contacted the governor’s Office of Consumer Protection and received a reply from a spokesperson that read:

“We have received two complaints regarding hotels. Consumers involved in a dispute over lodging should first attempt to work with the business directly to resolve the matter. We will be reviewing closely any complaints we receive regarding this issue.”

JW Marriott never charged Marshall for the room, but he wishes they had told him about the cancellation a year ago when the corporation bought out the entire hotel a week after he made his reservation.

Because of their poor notification policies, Marshall has to stay at four different hotels over the next week, rather than just enjoying the Super Bowl game.