What is the point of the Ultimate Reservation Guarantee and Free Night Certificates?
I’m only Silver Elite, but that is supposed to give me some benefits.
Ultimate Reservation Guarantee: "If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience."

Summary – I booked 2 rooms for 2 nights using Free Night Award Certificates a month in advance. They were cancelled the day before due to being oversold, and I was re-booked at a different hotel. Original hotel refused to pay and honor the Ultimate Reservation Guarantee. I called Marriott Bonvoy, finally talked to a supervisor who said this didn’t qualify for the URG since I didn’t physically arrive at the hotel. So literally, what is the point of this guarantee if the hotels can overbook, and then just make sure to cancel the customers before they walk in the door? And what is the point of these Free Night Certificates that are earned by being a LOYAL MARRIOTT CUSTOMER if they get cancelled days before and I have to pay cash for my re-booked room?

Long version -
- I booked 2 rooms on May 1 for June 3-5 at a Residence Inn using 4 Free Night Award Certificates
- Two days before, I was emailed that the hotel was overbooked and I was being moved to a Fairfield 21 miles away (30 minutes)
- I expressed dissatisfaction and was offered 17,500 points for my inconvenience (never received)
- I again expressed dissatisfaction, mentioned the Ultimate Reservation Guarantee, and asked why I wasn’t being moved to a closer hotel with availability like a Sheraton in the same town or Springhill Suites 10 miles away (12 min). (Still assuming the hotel would be covering this)
- I was notified that I had been rebooked at the Springhill Suites. When I checked the confirmation numbers, the reservation had the original hotel (Residence Inn) as the billing address and credit card, so I assumed they would be paying per the Ultimate Reservation Guarantee
- Upon checking in, the Springhill was unable to get a hold of the Residence Inn. I later received a note under my door that they final got ahold of them and the Residence Inn does not cover charges for rebooked guests. The Springhill “apologized for the confusion. This is not how our hotel would have handled the situation. Typically relocated reservations are handled different, but the Residence Inn is asking its relocated guests to pay for their own rooms. Unfortunately, I do have to ask you to provide payment for your rooms.”
- I emailed my contact at the Residence Inn saying surely this must be a miscommunication that I am being asked to pay for the rooms. She responded that she would look into it and thanked me for letting her know.
- Talked to the Springhill front desk in the AM. They had just talked to the Residence Inn who was very confused, but they were sorting out the issue.
- Returned in the evening, and the Springhill said they talked to Residence Inn again and they were REFUSING to cover the rooms, so I needed to give them my credit card to pay. The Springhill was very apologetic and said I should call corporate to have this sorted.
- I called the Marriott Bonvoy number. The first person I talked to was very apologetic and helpful. She escalated me to a supervisor. The supervisor read the notes, asked me for my version, and then stated that the Ultimate Reservation Guarantee actually didn’t apply because I was notified that they oversold before I arrived. It only applies for customers actually walking in the door and needing to be walked. Seriously? What is the point of this guarantee then? I also asked how they could cancel rewards nights, and she said they can cancel any rooms they want. She was very helpful otherwise and was able to reinstate my certificates and apply them to tonight’s rooms. Unfortunately she wasn’t able to for last night, so I’m on the hook to pay those in cash.

This whole situation has been very stressful and disappointing. I’d be pretty hard pressed to stay at a Marriott again. It’s obvious loyal customers don’t matter and individual franchised hotels can do whatever they want, not honoring the spirit of the guarantee.
Anyone else ever have this happen? If so, did you get anywhere with Marriott or just get stuck paying for a room you didn't even want to begin with due to being re-located?