Originally Posted by
ItsAnAdventure
Platinum member here, recently finished challenge after a few years with Hilton.
Currently at a CY, refused 4pm check out due to COVID related deep cleaning
I opened a case with the Platinum desk, AGM would not budge and kept me at 2pm due to coronavirus, but will be providing a letter stating refusal due to COVID that I will email in with my final complaint.
Anyone else have any experiences with late check out during this situation, and Marriott backing up our guarantee?
IMO, hotel CAN decline the late check-out due to health reasons and for the safe operation of the hotel.
Late check-out is not part of the basis service. Also, even some of the basis service has been interrupted or altered. Such as the closures of club lounge, indoor pool and kids activities.
Safety and health reasons over-write the "perks" and other "benefits". There is no breach of the service contract. This is mandated by various levels of governments.