FlyerTalker pooker shared this unfortunate experience with a recent Marriott stay in the forum yesterday:
I made a booking for a hotel in the bay area as all the hotels were selling out quickly (it was hard to find a hotel less than 300 per night).
When I went to check-in the Front Desk Agent (FDA) informed me that Marriott had an issue with the system and they could not honor my reservation. I asked about booking me another hotel for being Platinum, plus the 100 dollars in cash and 90000 points (this is a Fairfield inn) – She said I had to contact Marriott for that. So while in the parking lot, I contacted Marriott Customer Support and she asked to speak to the FDA who confirmed that there were no hotels available within 60 miles, so I ended up sleeping in my car.
So my question is, what is the policy when the Hotel cannot abide by the T&C (i.e. booking me another night) & does Marriott pay out the $100 and 90,000 points?
There seemed to be a bit of back and fourth; the FDA told me it was Marriott’s fault, & Marriott told me it was the hotels fault (they didn’t close their inventory).
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