Booked a room at a Courtyard for a good flight attendant friend; who had to fly from 1 p.m. yesterday to 6 a.m. today; and who had to work again at 5 p.m. today. Rather than have her trek all the way back to her apartment 30 min from the airport; I booked a Category 2 CY with points.

Prior to booking the room, I made sure that she could have a 4 p.m. check-out; and they said that as a Platinum it would be guaranteed. After I booked the reservation around 2 p.m. yesterday, I called again and they noted her name on the room, and made it clear that we needed 4 p.m. check out as she would be checking in at 7 a.m. - they said "no problem, and noted the account."

Before going to bed at 11 p.m. last night, I again confirmed they would hold the room for 7 a.m. check-in and confirmed 4 p.m. check-out. I got confirmation.

She gets to the hotel around 7 a.m. and puts the do not disturb sign. At 12:00 p.m. or so, a cleaning lady knocks loudly and repeatedly until she awoke from her deep sleep and answered the door. She tells the cleaner she has 4 p.m. check-out; cleaner not at all apologetic and said no one told her and it was the front desk's fault. Friend could not go fall asleep after.

Obviously I am irate at the whole situation. She lives 30 minutes from airport and the whole point of her staying at hotel was so she could get an extra hour of sleep.

I am going to demand my 10,000 points back for the booking, but really feel that as a Platinum Premier that I should be getting 50,000 points. In some 1000 nights at Marriott, I have only asked for compensation on maybe 2 stays - 1) where they forgot wake-up call, and front desk admitted mistake; and 2) in dead of winter when heat did not work.

Also, should I complain to the hotel GM directly; or to Marriott?

The aggravating factors are 1) that I confirmed 4 p.m. check-out three times; 2) that she lives 30 minutes from the hotel and the purpose of the stay was defeated; 3) that the cleaner was not at all apologetic.

Thanks