As a Titanium member, I was denied 4 pm late checkout at the Residence Inn Berkeley in California. The Front Office Manager insisted that the Marriott Terms and Conditions had changed on May 1, 2024 to make late checkout optional for hotels, instead of a guarantee. Initially I was told that 12:30 pm was the absolute latest, then they made an exception for 1 pm. Just before 1:00 I got an extension to 2:00, but that was the absolute latest, and I was forced to change my plans for the afternoon.

Here's what the current Marriott T&C state: "Platinum Elite Members and above may check out as late as 4 p.m. local time of the Participating Property....This benefit is guaranteed at all Participating Properties, except at resort and convention hotels and Design Hotels, where it is based upon availability."

Unfortunately when I contacted Marriott Customer Care via the web form, this was their response: "I would like to inform you that, as per Marriott Bonvoy Terms and Conditions, an elite member can request a late checkout, but it is not guaranteed and is subject to availability." The representative then provided a convenient link to the T&C section, including a specific reference to the section for Silver Elite members, where late checkout is indeed subject to availability.

Next steps?