Room Guarantee
#1
Original Poster
Join Date: Jun 2001
Location: NJ,US
Programs: Lifetime United Gold and 1K, Marriott Ambassador, Lifetime Marriott and SPG Platinum , AA, Hilton
Posts: 379
Room Guarantee
Is there a guarantee that a room will be available by 3 PM on check-in day? If so what is the penalty to the hotel? I had to wait 2 hours for a room at the JW Marriott in New Orleans, a full hour after the 3 pm check-in. Anything?
#2
Join Date: Jan 2015
Programs: Marriott Titanium and LTP, Hilton Gold, United Silver
Posts: 786
There is no guarantee that I know of actually for any time; actually, most say that no guarantee prior to 4:00 pm.
#3
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
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Fortunately, there are many ways to fill your time in NOLA, so short of needing to freshen up, drop your bags and to enjoy the many treasures N'awlins offers.
#4
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
No guarantee, but what did the General Manager say when you raised the issue on the spot? Usually they will credit something to your room, comp a meal at the restaurant while you wait or somesuch.
You can, of course, send in a complaint and Marriott will toss you some points, but 99% of these things are best dealt with on the spot.
There are lots of reasons why rooms don't sometimes appear as they ought to. Note that your delay was 1 hour, not 2 hours as you arrived an hour before check-in.
Could be:
1. Earlier guest did not leave. Some states prohibit forcible evicting a guest, so it's just plain tough. In others even if the guest is physically tossed, that still takes time.
2. Room (or rooms) had damage and weren't useable.
3. Room was dirtier than usual and cleaning it took more time & effort than it ordinarily would.
You can, of course, send in a complaint and Marriott will toss you some points, but 99% of these things are best dealt with on the spot.
There are lots of reasons why rooms don't sometimes appear as they ought to. Note that your delay was 1 hour, not 2 hours as you arrived an hour before check-in.
Could be:
1. Earlier guest did not leave. Some states prohibit forcible evicting a guest, so it's just plain tough. In others even if the guest is physically tossed, that still takes time.
2. Room (or rooms) had damage and weren't useable.
3. Room was dirtier than usual and cleaning it took more time & effort than it ordinarily would.
#5
FlyerTalk Evangelist
Join Date: Aug 2006
Location: SNA
Posts: 18,240
Most hotels have 4 pm checkin.
For those saying there's no time guarantee... really? I can't invoke the Plat guarantee at 4 pm if a room of my specified type isn't ready yet? Or at 5, or 6 or 7? There has to be a point at which I can invoke it, no?
For those saying there's no time guarantee... really? I can't invoke the Plat guarantee at 4 pm if a room of my specified type isn't ready yet? Or at 5, or 6 or 7? There has to be a point at which I can invoke it, no?
#6
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
Correct, the answer is no.
I guess if you don't get a room by, say midnight, you might be able to invoke the room guarantee as the hotel wasn't able to get you a room on the day of the reservation. Other than something like that, the Guarantee doesn't really provide much for checking-in timing.
I guess if you don't get a room by, say midnight, you might be able to invoke the room guarantee as the hotel wasn't able to get you a room on the day of the reservation. Other than something like that, the Guarantee doesn't really provide much for checking-in timing.
#7
Flyertalk Evangelist and Moderator: Coupon Connection and Travel Products
Join Date: Jul 2000
Location: Milton, GA USA
Programs: Hilton Diamond, IHG Platinum Elite, Hyatt Discoverist, Radisson Elite
Posts: 19,040
This particular hotel has a check in of 4 pm.... clearly detailed on their website.
They have no obligation to allow you to check in before 4 pm.... and occasionally rooms are not ready at 4 pm.
Why are you questioning 3 pm? Sounds like you were there 2 hours before check in time.
They have no obligation to allow you to check in before 4 pm.... and occasionally rooms are not ready at 4 pm.
Why are you questioning 3 pm? Sounds like you were there 2 hours before check in time.
#8
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
3pm is the prevalent time that I've seen. I can understand a room not being ready and I will certainly wait if it's an upgraded room. Only once was I told I must wait until check-in time. That's by someone I had not seen at that property before, and he was still learning the ropes. A quick 'Hi Ron' with the manager (named Ron) freed up the room right then.
I would raise a ruckus and escalate with MR if it took more than a few hours to get me into a room. And I would expect an honest attempt to make me comfortable during that time. An open bar tab if no lounge available, or a comp'd dinner that night. Everyone will have their own pain threshold and should manage to that.
I would raise a ruckus and escalate with MR if it took more than a few hours to get me into a room. And I would expect an honest attempt to make me comfortable during that time. An open bar tab if no lounge available, or a comp'd dinner that night. Everyone will have their own pain threshold and should manage to that.
#9
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
It sounds as though the check-in time was 4 PM and OP got his room at 4PM. Where's the beef?
#11
Join Date: Jan 2015
Programs: Marriott Titanium and LTP, Hilton Gold, United Silver
Posts: 786
There is no documentation provided by Marriott on this. The only guidance is whether you get a room or not for the night.
#12
Suspended
Join Date: Jan 2003
Posts: 8,720
Well, The Man, is obviously mistaken or was/is gilding the Lilly concerning his complaint.
If not permitted to check-in in a timely manner, the matter is best taken up directly with the hotel and not in these pages.
One negotiates his complaint with the property and since the failure to be let into one's room is at most 1 hour over customary, hopefully this will be the end of The Man's posts on the subject. @:-)
I also think it is kind of funny how often "The Man" uses the thumbs down sign on his posts!!!
http://www.flyertalk.com/forum/searc...5901721&query=
If not permitted to check-in in a timely manner, the matter is best taken up directly with the hotel and not in these pages.
One negotiates his complaint with the property and since the failure to be let into one's room is at most 1 hour over customary, hopefully this will be the end of The Man's posts on the subject. @:-)
I also think it is kind of funny how often "The Man" uses the thumbs down sign on his posts!!!
http://www.flyertalk.com/forum/searc...5901721&query=
Last edited by NJUPINTHEAIR; May 20, 2015 at 1:08 pm
#14
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
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#15
Join Date: Dec 2008
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**Not available unless the property feels like it.