Oct 31, 2016, 9:54 pm
Last edit by: SkiAdcock
Marriott Rewards® Elite Benefits Guarantee
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. To be eligible, you must provide your Marriott Rewards membership number when making a reservation. Compensation varies by hotel brand.
Brand
Guest compensation***
JW Marriott®, Autograph Collections®, EDITION®, Renaissance® Hotels, Marriott® Hotel and Resorts, Gaylord Hotels, Delta Hotels®
- $200 USD
- 90,000 points
AC Hotels, Courtyard, SpringHill Suites, Residence Inn, Fairfield Inn & Suites, TownePlace Suites, Moxy Hotels, Protea Hotels
- $100 USD
(Platinum members also receive 90,000 bonus points)
The Ritz-Carlton
Platinum Members received
- $200 USD
- 140,000 points
***Outside of the U.S. compensation will be paid in the local currency
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. To be eligible, you must provide your Marriott Rewards membership number when making a reservation. Compensation varies by hotel brand.
Brand
Guest compensation***
JW Marriott®, Autograph Collections®, EDITION®, Renaissance® Hotels, Marriott® Hotel and Resorts, Gaylord Hotels, Delta Hotels®
- $200 USD
- 90,000 points
AC Hotels, Courtyard, SpringHill Suites, Residence Inn, Fairfield Inn & Suites, TownePlace Suites, Moxy Hotels, Protea Hotels
- $100 USD
(Platinum members also receive 90,000 bonus points)
The Ritz-Carlton
Platinum Members received
- $200 USD
- 140,000 points
***Outside of the U.S. compensation will be paid in the local currency
Does Marriott have a policy regarding walking guests?
Mar 18, 2020, 5:43 pm
#151
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,343
RobOnLI,
I think we are in a period of time where we need to focus on the good of society and the world as a whole. With that in mind, unless a business is explicitly doing something to take advantage of me I will grant them very wide latitude and not ask for any comp. The hospitality industry will be reeling from The Coronavirus pandemic. While the properties they offered to re-accommodate you at are cheaper, I would let it slide. If the worst thing you experience from the outbreak is you overpaid for a few hotel nights compared to normal rates, consider yourself very fortunate. My two cents....
--Jon
I think we are in a period of time where we need to focus on the good of society and the world as a whole. With that in mind, unless a business is explicitly doing something to take advantage of me I will grant them very wide latitude and not ask for any comp. The hospitality industry will be reeling from The Coronavirus pandemic. While the properties they offered to re-accommodate you at are cheaper, I would let it slide. If the worst thing you experience from the outbreak is you overpaid for a few hotel nights compared to normal rates, consider yourself very fortunate. My two cents....
--Jon
I was more just curious if people thought it was a "walk" situation. In the grand scheme of the world going you-know-where in a hand-basket this doesn't rank. But this is FT and still available for constructive feedback/banter/discussion back and forth.
-RM
Mar 19, 2020, 6:18 pm
#152
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Mar 19, 2020, 7:48 pm
#153
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,315
I agree with HNLbasedFlyer this is a walk due to extraordinary circumstance and not a normal walk subject to compensation. RobOnLI I get it that it is fun to ask hypotheticals on FT. Glad to hear you weren't seriously looking for compensation. I too am using FT as one form of stress relief.
--Jon
--Jon
Mar 24, 2020, 9:56 pm
#154
Join Date: Jul 2006
Location: lax
Programs: DL DM, SPG Plat
Posts: 781
Hmmmm, I disagree this isn't a walk. Marriott's page reads:
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. To be eligible, you must provide your member number when making a reservation. Compensation varies by hotel brand.
It's generally stated, with no exclusions, certainly not just for overbooks, and while I would give wide latitude and wouldn't be upset with a lack of compensation, there's nothing here that says this isn't a walk.
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. To be eligible, you must provide your member number when making a reservation. Compensation varies by hotel brand.
It's generally stated, with no exclusions, certainly not just for overbooks, and while I would give wide latitude and wouldn't be upset with a lack of compensation, there's nothing here that says this isn't a walk.
Mar 25, 2020, 5:48 am
#155
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
Actually there are exclusions in the T&C details. Directly from the Marriott Rewards T&Cs: " A Participating Property must be open and operational for the Ultimate Reservation Guarantee benefit/compensation to apply." And if I'm reading the OPs situation correctly, the hotel has now closed it doors for the time being. It is not open and operational right now and thus not considered a Walk (at least in terms of applying Marriott's Reservation Guarantee).
https://www.marriott.com/loyalty/terms/default.mi
https://www.marriott.com/loyalty/terms/default.mi
Mar 25, 2020, 8:49 am
#156
Join Date: Jul 2006
Location: lax
Programs: DL DM, SPG Plat
Posts: 781
Actually there are exclusions in the T&C details. Directly from the Marriott Rewards T&Cs: " A Participating Property must be open and operational for the Ultimate Reservation Guarantee benefit/compensation to apply." And if I'm reading the OPs situation correctly, the hotel has now closed it doors for the time being. It is not open and operational right now and thus not considered a Walk (at least in terms of applying Marriott's Reservation Guarantee).
https://www.marriott.com/loyalty/terms/default.mi
https://www.marriott.com/loyalty/terms/default.mi
Mar 25, 2020, 11:07 am
#157
Join Date: Nov 2001
Location: GEG
Programs: Marriott Lifetime Platinum, Hilton Diamond, Lifetime SkyClub, AS MVP
Posts: 2,409
That one remaining property has less than 10% of its rooms occupied.
Give me a break. We're living in extraordinary times.
Mar 25, 2020, 1:16 pm
#158
Join Date: Jul 2006
Location: lax
Programs: DL DM, SPG Plat
Posts: 781
Three of the four Autograph Collection hotels in downtown Spokane (plus another hotel under the same ownership not affiliated with Marriott) are temporarily closed due to Covid-19 and all reservations were consolidated into the one remaining property.
That one remaining property has less than 10% of its rooms occupied.
Give me a break. We're living in extraordinary times.
That one remaining property has less than 10% of its rooms occupied.
Give me a break. We're living in extraordinary times.
But kind of weird that the policy seems to allow a hotel to kick people out (which is a much bigger deal to must guests I'd guess) for revenue management and not compensate, while walking someone at check-in is compensated. While that looks to be allowed in the t&C's, I'd guess that the closure policy with no compensation was written with forced closures mind.
Mar 25, 2020, 1:30 pm
#159
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,028
you also want comp if a hotel closes or changes flags? The comp is very clearly meant for overbookings and walks resulting from such.
Mar 25, 2020, 2:18 pm
#160
Join Date: Apr 2009
Location: SEA
Programs: AA LT PLT; HH Diamond; AS 75K
Posts: 2,878
Here’s my situation:
booked a 5 night stay with 130,000 points. Hotel closes after 2 nights and moved to a lesser property which is providing an emergency rate of $110/nt (will not accrue points or nights). Marriott is being difficult about refunding a prorated amount of points.
should I ask for the guarantee rather than pursue a refund?
Properties are the Tambo del Inka and Palacio del Inka.
booked a 5 night stay with 130,000 points. Hotel closes after 2 nights and moved to a lesser property which is providing an emergency rate of $110/nt (will not accrue points or nights). Marriott is being difficult about refunding a prorated amount of points.
should I ask for the guarantee rather than pursue a refund?
Properties are the Tambo del Inka and Palacio del Inka.
Mar 25, 2020, 6:55 pm
#161
Join Date: May 2006
Location: FRA
Programs: MR Gold, IHG Gold AMB
Posts: 262
Similar situation. Hotel just cancelled my 3 night points stay (end of April). That was a long planned weekend pleasure trip.
Hotel category has increased since I booked it so if I rebook (for different dates obviously) I'll need more points.
Should I ask Marriott/hotel anything or would it be inappropriate?
Hotel category has increased since I booked it so if I rebook (for different dates obviously) I'll need more points.
Should I ask Marriott/hotel anything or would it be inappropriate?
Mar 25, 2020, 8:40 pm
#162
Join Date: Jul 2006
Location: lax
Programs: DL DM, SPG Plat
Posts: 781
If the hotel closes in the middle of a guest staying there, yes, it'd be very much a great thing for Marriott to compensate for the inconvenience. If it changes flags, you could probably still stay there, so no.
Mar 26, 2020, 3:40 pm
#163
Join Date: Apr 2009
Location: SEA
Programs: AA LT PLT; HH Diamond; AS 75K
Posts: 2,878
If so, it seems they should call it such rather than an ultimate reservation guarantee "for reason we’re unable to honor your reservation."
If the hotel closes in the middle of a guest staying there, yes, it'd be very much a great thing for Marriott to compensate for the inconvenience. If it changes flags, you could probably still stay there, so no.
If the hotel closes in the middle of a guest staying there, yes, it'd be very much a great thing for Marriott to compensate for the inconvenience. If it changes flags, you could probably still stay there, so no.
Mar 31, 2020, 3:35 pm
#164
Join Date: Jul 2006
Location: lax
Programs: DL DM, SPG Plat
Posts: 781
That's the thing though, right? It's not closed "due to the coronavirus" - it's not like the health department is shutting them down. It's closed due to revenue management, due to low bookings (yes, due to coronavirus, that's not the reason the hotel is closed). After this series of posts started last week, I actually got booted out of the hotel I was staying, to the sister hotel (same owners) across the parking lot. Turns out the hotel was still staffed at the front desk to take calls (and get beers or wine - the sister hotel doesn't sell booze, but you could go across the parking lot to get some). AND TO TAKE RESERVATIONS FOR THAT WEEK. And reservations were still being done online - the hotel was just rebooking you into the open sister hotel - at the higher rate of the hotel you booked. Real nice.