Originally Posted by
bhrubin
That is not appropriate nor acceptable. You are entitled to the 4 pm late checkout as a Plat or higher at any non-resort or non-convention hotel. Period. Next time, I would insist that you're not leaving because you are guaranteed that as a Platinum and ask to speak to the front desk manage. I'm sure in no time it will be resolved when they realize you know what you're entitled to.
I would file a complaint with Marriott if you can take the time. Enough complaints causes a benefits/status audit; hotels always want to avoid those just as any do from the tax collector!
I had already sent a message to the General Manager of the property but did not receive a response. Acting on your advice I sent an online complaint to Marriott about a week ago. I have now received this:
"...
Thank you for contacting our support line. It is a pleasure to assist you today.
I read your testimony thoroughly and truly understand your disappointment in not having the late check out guaranteed in the room that you originally booked.
Indeed, you are quite right, this is a benefit that should be honoured, specially with prized customers such as yourself.
I do know that the hotel offered an alternative accommodation for those extra hours until your check out. As unideal as though it may be, that is a valid solution and a way of guarantying your well earned benefit of a late check out.
Please be sure that I am forwarding your feedback to the management of the property so that greater attention can be paid to such events.
As an experienced traveler, I am sure you are aware of the unpredictable nature of the check out process. Ideally late check outs should always be honoured in the same room but in some instances - for example, when sold out - hotels can only do the best their inventory allows.
We are certainly grateful for your patronage. Please let me know if I can help you further with your future travel plans. Have a wonderful day.
Best Regards,..."