hiima

Got my 4 pm checkout. Really don't like having to call in the morning of checkout to confirm, but I guess a confirmed 2 pm before and then 4 pm on day of is ok.

aCavalierInCoach

Agreed with this approach. Don't ask permission, and don't ask for forgiveness for that matter.

joshua362

Also perhaps with a print out of said benefit for their examination...

UA-NYC

No, a 2pm before is NOT ok, not when the rule is 4pm, no ifs ands or buts (for non-resorts or CCs).

Gotta stand firm folks...

sushilover

I have had mixed success with the late checkout. I find that not all of the front desk staff are aware of the 4 pm entitlement.

What has worked for me is to check in using the app on my phone and selecting a 4 pm checkout. Then when I get to the hotel, just confirm that with the front desk and they will make a note of it on the reservation. This is when I have had the entitlement discussion with the front desk - I just show them the benefit on my phone. Have not needed to check with front desk on morning of checkout.

username

At the risk of cross-posting (this thread is more appropriate than the other one which popped up first on Google)....at the new Renaissance in NYC and was told by 2 different people to call day of departure (not even the day before) to see what happens

RogerD408

Please report this to MR. Maybe if the property gets fined for the call they will get in line quicker. I realize the property is a separate entity from MR, but if MR is going to write the rules then the property should step up and follow them or request an exclusion and post such on their webpages.

MSPeconomist

This is NOT OK.

pivot_chart

MR backed the property I was at and gave me the impression that I was wasting their time with my call about it.

RogerD408

Typical first response, sorry to say. I find CSRs are very quick to support what has happened and not want to spend any time looking into how to fix it. Ever since the beancounters got their hands on things that just can't be measured, they have been trying to measure the value of good support. I have fought that fight many years and getting management to see the intrinsic value of a service takes a lot of work.

Don't give up. Keep reporting properties that are not living up to the program specs and remind them, THEY published the specs, you're not talking about just your expectations/desires. Maybe using Twitter or Marriott Insiders will get more metrics visible. And you have the option of posing on TripAdvisor where more people will see it and maybe also get better attention by the property.

username

The way I am reading the FAQ is that the "as late as 4 PM" part gives them the flexibility. 12:01 is a late checkout, right?

However, it seems the "ask the day of" or "ask the day before" is not acceptable since "opportunity to request late checkout earlier than the day of departure through voice reservations, the Marriott app or at the front desk during check-in".

On the other hand, you might get a later checkout as you ask closer to departure?

http://www.marriott.com/marriott-rew...heckout-faq.mi

Have not had problem at any SPG hotels nor other Marriott hotels since this was introduced.

joshua362

Hence the real root of the problem. Marriott Corporate wrote this either in a purposeful or negligent manner to cause confusion. I believe its been discussed above many times and different versions of the wording exist in different places.

Like a lawyer, one will believe the interpretation that is most beneficial to the situation.

Mr. Reluctant GM reads this and instructs the staff to give a hard time to the beneficiaries knowing he'll get away with it without some sort of enforcement penalties.

Mr. Kind GM reads this, notes it intentions and instructs the staff to accommodate.

You just haven't stayed in Mr. Reluctant GM's hotel yet, I would reckon...

hiima

I really hope they have some kind of compensation for not getting late checkout when requested, like 5000 points even. That should entice GMs to get their story straight.

pivot_chart

Thanks to the MR twitter account, I received a response earlier today from the hotel about my most recent issue with receiving a late checkout. Within the e-mail was a mention that they would be depositing 10k points in my account for the inconvenience.

UA-NYC

When they first introduced the benefit, they did it in a very weasel-y manor (which would suggest 12:01 qualified)...but they then clarified & strengthened it IIRC to be "guaranteed 4pm".

Lucky did a good take on it a few months back: http://onemileatatime.boardingarea.c...late-checkout/