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?
Jul 10, 2019, 3:25 pm
#121
Join Date: Nov 2016
Posts: 812
It does sound like they're trying to weasel out of the Ultimate Reservation Guarantee. Perhaps they cancelled your reservation to get out of this BonvOY T&C requirement: "Pursuant to section 4.1.c. if an Elite Member has a confirmed reservation, but is relocated from the property upon arrival, the Participating Property will pay the Ultimate Reservation Guarantee compensation in place on that date under the Program Rules."
I think you request is well written. I would emphasize that they cancelled the reservation, not you.
Also, did they pay for transportation to the new hotel?
I think you request is well written. I would emphasize that they cancelled the reservation, not you.
Also, did they pay for transportation to the new hotel?
I figured the 30k points was a bit high but I wanted to leave some cushion if they tried to negotiate.
I drove myself to the hotel, so transportation was luckily no big deal. They provided directions to the new hotel, but didn't offer to compensate anything.
I heard back from Marriott, they have assigned me a case number and said that I would hear back from the original hotel in 5 days.
Jul 29, 2019, 10:41 pm
#122
Join Date: Sep 2004
Programs: US Silver Hilton Gold SPG Gold Marriott Plat AA Gold
Posts: 52
I'll be curious to see how you fare on this issue. I've gotten nowhere on it.
I had a reservation on 6/29/2019 for two rooms at the new Element Hampton VA. I had mobile checked in to the hotel before arriving. I got there around 9pm, I was informed that there were no rooms available and there were no hotels in the area to walk me to. I checked on Travelocity and there was truly none around in the area. After traveling almost 6hrs, I would have expected more at that point. The front desk was beyond flustered at that point as there were at least 7 people also without rooms. The desk told me they were going door to door seeing if people had left without checking out. At 10pm, I figure I was on my own to figure this out.
A quick check on the Marriott app and I was able to find the Marriott Williamsburg Lodge about 30mins bask from where I came with room and inform the Element front desk. They left messages but ultimately I called the hotel to work out two rooms. Basically I ended up walking myself. I found it odd that I was able to get to the front desk on the first try. I had repeatedly ask the Element front desk to work this out with Williamsburg but it appears all they did was cancel my points reservation with them and I was billed for my Williamsburg stay. I also spoke with the Williamsburg front desk and they were very helpful throughout the entire ordeal, called over and asked the Element manager to call her when she came it. Before I left, she still hadn't heard back.
Based on the recent reviews, this seems to be a trend at this new location and I guess I expect more. I was left to fend for myself with no help from the desk. All they said was they were over booked and there were no hotels in the area to walk me to while I found one pretty quick just suing the app. I get this stuff happens, but for a Ti Elite I guess I would have received some response at this point. It's a month later, no call from the hotel manager, the Bonvoy desk said they'd escalate it with the hotel, still nothing. I guess Tommy Boy had it right on guarantees.
I've spent my last 15yrs almost staying exclusively at Marriott. I'll be changing that now as I now realize that when in a jam, status/doing business with, doesn't really help out.
I had a reservation on 6/29/2019 for two rooms at the new Element Hampton VA. I had mobile checked in to the hotel before arriving. I got there around 9pm, I was informed that there were no rooms available and there were no hotels in the area to walk me to. I checked on Travelocity and there was truly none around in the area. After traveling almost 6hrs, I would have expected more at that point. The front desk was beyond flustered at that point as there were at least 7 people also without rooms. The desk told me they were going door to door seeing if people had left without checking out. At 10pm, I figure I was on my own to figure this out.
A quick check on the Marriott app and I was able to find the Marriott Williamsburg Lodge about 30mins bask from where I came with room and inform the Element front desk. They left messages but ultimately I called the hotel to work out two rooms. Basically I ended up walking myself. I found it odd that I was able to get to the front desk on the first try. I had repeatedly ask the Element front desk to work this out with Williamsburg but it appears all they did was cancel my points reservation with them and I was billed for my Williamsburg stay. I also spoke with the Williamsburg front desk and they were very helpful throughout the entire ordeal, called over and asked the Element manager to call her when she came it. Before I left, she still hadn't heard back.
Based on the recent reviews, this seems to be a trend at this new location and I guess I expect more. I was left to fend for myself with no help from the desk. All they said was they were over booked and there were no hotels in the area to walk me to while I found one pretty quick just suing the app. I get this stuff happens, but for a Ti Elite I guess I would have received some response at this point. It's a month later, no call from the hotel manager, the Bonvoy desk said they'd escalate it with the hotel, still nothing. I guess Tommy Boy had it right on guarantees.
I've spent my last 15yrs almost staying exclusively at Marriott. I'll be changing that now as I now realize that when in a jam, status/doing business with, doesn't really help out.
Jul 30, 2019, 10:34 am
#123
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
Aug 6, 2019, 10:04 am
#124
Join Date: Jul 2019
Posts: 17
Anyone had experience with walks from resorts?
I got very lucky, as when checking in early evenjng and being told there were no rooms left, someone was checking out and they got room ready.
I should have just bitten the bullet and taken the compensation because the room quality was abysmal for the cost.
Issue was this wasn’t a property in a city but a resort with nothing but budget hotels within an hour’s drive. And had an event on site that I was attending.
One thing to walk people in a city with comparable options available. But to overbook a resort (where they enforce early check outs!) is downright criminal.
Lesson learned to never take anything for granted and call hotel early and check in, even if arriving early in the evening.
I should have just bitten the bullet and taken the compensation because the room quality was abysmal for the cost.
Issue was this wasn’t a property in a city but a resort with nothing but budget hotels within an hour’s drive. And had an event on site that I was attending.
One thing to walk people in a city with comparable options available. But to overbook a resort (where they enforce early check outs!) is downright criminal.
Lesson learned to never take anything for granted and call hotel early and check in, even if arriving early in the evening.
Aug 7, 2019, 1:31 am
#125
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
I got very lucky, as when checking in early evenjng and being told there were no rooms left, someone was checking out and they got room ready.
I should have just bitten the bullet and taken the compensation because the room quality was abysmal for the cost.
Issue was this wasn’t a property in a city but a resort with nothing but budget hotels within an hour’s drive. And had an event on site that I was attending.
One thing to walk people in a city with comparable options available. But to overbook a resort (where they enforce early check outs!) is downright criminal.
Lesson learned to never take anything for granted and call hotel early and check in, even if arriving early in the evening.
I should have just bitten the bullet and taken the compensation because the room quality was abysmal for the cost.
Issue was this wasn’t a property in a city but a resort with nothing but budget hotels within an hour’s drive. And had an event on site that I was attending.
One thing to walk people in a city with comparable options available. But to overbook a resort (where they enforce early check outs!) is downright criminal.
Lesson learned to never take anything for granted and call hotel early and check in, even if arriving early in the evening.
We are very sorry to hear of your experience.
If you would like us to follow up this case, please PM us your name, contact way, hotel name, stay date and confirmation number.
Please let us know if you need further assistance.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
Sep 26, 2019, 2:07 pm
#126
Join Date: Jun 2015
Location: LAX
Programs: AA EXP
Posts: 135
Guide to compensation
Couldn't find a relevant thread...
Maybe I've been exceedingly lucky over the past 10 years and over 250 nights across various chains, but I had never been walked until a few months ago. This year I've tried to stay at Bonvoy properties for status but unfortunately on 3 of my past 6 stays I've been walked! An incredible run of being unlucky (or not?). In all instances I received points and had a reservation at a nearby property and my stay was comped, but the disparity in points received makes me wonder if there's any rhyme or reason.
I've gotten 3000 points, then 30,000 points, then this week I got 90,000 points after emailing/shaming them on social media. The points are nice, but it does hurt that I've lost out on 4 nights toward Gold.
What's a good rule of thumb for compensation for being walked?
Maybe I've been exceedingly lucky over the past 10 years and over 250 nights across various chains, but I had never been walked until a few months ago. This year I've tried to stay at Bonvoy properties for status but unfortunately on 3 of my past 6 stays I've been walked! An incredible run of being unlucky (or not?). In all instances I received points and had a reservation at a nearby property and my stay was comped, but the disparity in points received makes me wonder if there's any rhyme or reason.
I've gotten 3000 points, then 30,000 points, then this week I got 90,000 points after emailing/shaming them on social media. The points are nice, but it does hurt that I've lost out on 4 nights toward Gold.
What's a good rule of thumb for compensation for being walked?
Sep 26, 2019, 2:19 pm
#127
FlyerTalk Evangelist
Join Date: May 2001
Location: MSY; 2-time FT Fantasy Football Champ, now in recovery.
Programs: AA lifetime GLD; UA Silver; Marriott LTTE; IHG Plat,
Posts: 14,518
You mention you're working towards gold, are you silver yet?
This page shows the compensation offered to elites, even as low as silver.
https://www.marriott.com/loyalty/mem...s/guarantee.mi
This page shows the compensation offered to elites, even as low as silver.
https://www.marriott.com/loyalty/mem...s/guarantee.mi
Sep 27, 2019, 6:47 am
#130
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,316
You should also have still gotten credit for a night even when walked. Contact MR Awards and ask for credit for the nights.
-Jon
-Jon
Oct 22, 2019, 10:03 pm
#131
Moderator: Avis and Rental Cars
Join Date: Oct 2006
Posts: 8,032
Just got walked as a Gold at a Westin in Canada. They claim the walk policy is 10,000 points and free night at the new property. Can anyone confirm if this is right? Seems awful stingy.
Last edited by IAHtraveler; Oct 22, 2019 at 10:10 pm
Oct 22, 2019, 11:45 pm
#132
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
Ultimate Reservation Guarantee compensation for Westin hotels should be U.S. $200 and 90,000 Points for all Elite Members under the Program Rules.
If you need any assistance, please provide your reservation details to us via private mail here or by email below.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Oct 23, 2019, 12:10 am
#134
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
Oct 25, 2019, 7:49 am
#135
Moderator: Avis and Rental Cars
Join Date: Oct 2006
Posts: 8,032
Hi IAHtraveler,
Ultimate Reservation Guarantee compensation for Westin hotels should be U.S. $200 and 90,000 Points for all Elite Members under the Program Rules.
If you need any assistance, please provide your reservation details to us via private mail here or by email below.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]
Ultimate Reservation Guarantee compensation for Westin hotels should be U.S. $200 and 90,000 Points for all Elite Members under the Program Rules.
If you need any assistance, please provide your reservation details to us via private mail here or by email below.
Best Regards,
Christina Zhou
Specialist, Social Media
Marriott International
[email protected]