Engagement Joy Turns Sour as Marriott Cancels Hotel Reservation

On a day meant for celebration, Ethan Werchniak and his fiancée faced an unexpected setback when their hotel reservation was abruptly canceled. The couple was in Montreal, where Werchniak had just proposed at the picturesque Westmount Conservatory and Greenhouses, only to be informed the next morning that they needed to vacate their room at a Marriott-licensed Sonder hotel.

Werchniak, 26, had planned a five-day getaway in Montreal, having chosen the city for its charm and reputation. The couple enjoyed a memorable engagement on Sunday, March 3, 2024, exploring the city and celebrating their new commitment. However, their joy was short-lived.

Early on Monday, a Sonder employee knocked on their door, delivering the unwelcome news. “I’m very sorry, you guys need to leave. Your reservation is canceled,” he stated. Despite the shocking announcement, Werchniak recognized that the worker was likely having a difficult day too. “I thought, ‘Okay, this guy’s probably having a worse day than I am,’” he reflected.

Determined to salvage their trip, Werchniak immediately contacted Marriott for assistance. The hotel chain managed to secure a new accommodation roughly a mile away, but at a higher cost of about 30 Canadian dollars (approximately $21 USD) than their original booking. This led Werchniak to feel that the situation was a “scam,” as they were forced to pay more despite the cancellation.

Marriott offered the couple 500 points as compensation, but Werchniak expressed reluctance to book with the hotel again in the future. The atmosphere in the lobby of the Sonder property was tense, with many guests expressing frustration about the sudden cancellations. Some had multiple days remaining before their flights and voiced their dissatisfaction, stating they would not book with Marriott again.

Despite the disruption, Werchniak and his fiancée managed to maintain a positive outlook. “Part of me wants to really go in on Marriott and say, ‘Everything crashed, we’re ruined, our last day was a disaster,’” he admitted. “But my girlfriend and I are pretty adaptable people. We’ve had a fun day since then.”

After relocating, the couple enjoyed a nice dinner and drinks, managing to find joy in their situation despite the challenges. “I’ve put it out of my mind. We had fun, but it wasn’t because of Marriott; it was in spite of it,” he stated.

Representatives from Marriott and Sonder did not respond to requests for comment from Business Insider. On the day of the incident, Marriott did inform guests who had booked a Sonder property through their channels that they would receive a full refund. However, days later, the company advised guests to contact their credit card companies for reimbursement instead.

This incident highlights the complexities of hotel bookings and customer service, particularly when a merger or partnership affects reservations. As the couple reflects on their engagement, the experience serves as a reminder that adaptability can turn an unfortunate situation into a memorable day.