Post Your Experiences: Late Check-Out for Elites (Starting 5/16/16)
Dec 19, 2016, 8:56 pm
#451
Suspended
Join Date: Dec 2009
Location: SYD
Programs: QFF SG, VA SL, MR Plat, SPG Plat, HH Diamond
Posts: 445
Marriott SkyCity Hong Kong
Was advised by reservations that 4pm late check-out would be noted but would be "subject to availability", DM'd MR twitter account and received below reply:
The late checkout benefit is guaranteed at all hotels, except at resort and convention hotels, where it is based upon availability. Marriott Vacation Club is excluded from this benefit. At all other hotels, they are expected to do their best to honor your requested checkout time, up to 4:00PM. In the event that they can't, you would still receive a checkout past the normal time though. Thanks for your loyalty and I hope you enjoy your upcoming stay in Hong Kong!
Dec 19, 2016, 9:05 pm
#452
Join Date: Oct 2009
Posts: 502
JW Marriott Esex House- A day before checkout requested 1:30, was given it without issue and even given new key cards.
I felt a little bad. the housekeeper for the floor was essentially standing around after 12 noon waiting for me to vacate. not sure if things would have been planned better for her had i requested it more days in advance but will try to do that going forward.
I felt a little bad. the housekeeper for the floor was essentially standing around after 12 noon waiting for me to vacate. not sure if things would have been planned better for her had i requested it more days in advance but will try to do that going forward.
Dec 19, 2016, 10:11 pm
#453
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
How can they say with a straight face, "it's guaranteed...well I mean we'll do our best but we can't really guarantee it"?
Dec 19, 2016, 10:13 pm
#454
Join Date: Jan 2006
Location: SZX/HKG/BWI
Programs: UA 1K 1.1MM, CX Diam 1.0MM, Bonvoy LT Titanium, Hertz PC, MGM Pearl
Posts: 2,637
Taipei Marriott- Stayed this year in June, August and November. All 3 times, the check-in agent advised that they could do 2:30 pm but to ask again on day of check-out for updated information. All 3 times, I got 4:00 pm late check-out (and on one visit, at 4 pm, I did get a call from the front desk as a reminder that I had to vacate my room, not a big deal).
Courtyard Taipei- Twice this year, also got 4:00 pm late check-out
Courtyard Taipei- Twice this year, also got 4:00 pm late check-out
Dec 20, 2016, 7:01 am
#455
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,700
JW Marriott Esex House- A day before checkout requested 1:30, was given it without issue and even given new key cards.
I felt a little bad. the housekeeper for the floor was essentially standing around after 12 noon waiting for me to vacate. not sure if things would have been planned better for her had i requested it more days in advance but will try to do that going forward.
I felt a little bad. the housekeeper for the floor was essentially standing around after 12 noon waiting for me to vacate. not sure if things would have been planned better for her had i requested it more days in advance but will try to do that going forward.
You would think it shouldn't be a problem in a huge hotel like the JW to redeploy and keep her busy (perhaps union rules) but in a smaller rural Fairfield Inn on a Sunday after a college game, watch out.
Dec 20, 2016, 9:06 pm
#456
Join Date: Mar 2001
Location: Ann Arbor, Michigan USA
Programs: Marriott lifetime Titanium, Delta Platinum
Posts: 5,472
"The late checkout benefit is guaranteed at all hotels, except at resort and convention hotels, where it is based upon availability. Marriott Vacation Club is excluded from this benefit. At all other hotels, they are expected to do their best to honor your requested checkout time, up to 4:00PM. In the event that they can't, you would still receive a checkout past the normal time though. Thanks for your loyalty and I hope you enjoy your upcoming stay in Hong Kong!"
In a world of fake news, here we have a fake guarantee.
Dec 21, 2016, 2:26 am
#457
Suspended
Join Date: Dec 2009
Location: SYD
Programs: QFF SG, VA SL, MR Plat, SPG Plat, HH Diamond
Posts: 445
its quite dishonest really, i get the impression that when they rolled this out they provided guidance to their staff on minimising use of this "guarantee" - ie only give it to elites who know the policy and push for it.
Guaranteed Late Checkout: Gold and Platinum members may check out as late as 4 p.m. This benefit is guaranteed at all hotels, except at resort and convention hotels, where it is based upon availability. Marriott Vacation Club is excluded from this benefit.
No weasel words, no grey areas
Guaranteed Late Checkout: Gold and Platinum members may check out as late as 4 p.m. This benefit is guaranteed at all hotels, except at resort and convention hotels, where it is based upon availability. Marriott Vacation Club is excluded from this benefit.
No weasel words, no grey areas
Dec 21, 2016, 2:14 pm
#458
Suspended
Join Date: Dec 2009
Location: SYD
Programs: QFF SG, VA SL, MR Plat, SPG Plat, HH Diamond
Posts: 445
More feedback from MR:
what the terms actually say:
not asking for much here just that they honour the guarantee as stated in their own terms!
Those match the terms we provided. The terms state "as late as 4pm" in that the hotels can provide it up to 4pm, not that they are required to extend it until 4pm. The hotels excluded are the same hotels listed in the message to you. For details regarding late check-out, you may visit: http://www.marriott.com/marriott-rewards/member-benefits/get-more-rewards/guaranteed-late-checkout-faq.mi
Guaranteed Late Checkout: Gold and Platinum members may check out as late as 4 p.m. This benefit is guaranteed at all hotels, except at resort and convention hotels, where it is based upon availability. Marriott Vacation Club is excluded from this benefit.
Dec 21, 2016, 3:04 pm
#459
Join Date: Feb 2002
Location: San Diego, CA
Programs: SPG Platinum, HH Diamond, MR/RC Plat, KLM Plat, AS MVPG75K, UA Gold
Posts: 229
Dec 21, 2016, 7:59 pm
#460
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
If so, that's exactly the fear many here had and in regards to your previous post, I still think the "as late as" phrase is certainly a "weasel word" as you call it.
Dec 21, 2016, 9:51 pm
#461
Join Date: Aug 2004
Location: DCA, EGE, IAD
Programs: MR LTT, BA Gold, AA LTP, UA Silver
Posts: 6,077
Dec 22, 2016, 7:04 am
#462
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,700
A few extra well placed words could clean that up - but they choose not to.
Electrons are cheap, college degrees necessary to work today yet it written that way likely on purpose.
Welcome to corporate doublespeak America today!
Dec 22, 2016, 10:54 pm
#463
Suspended
Join Date: Dec 2009
Location: SYD
Programs: QFF SG, VA SL, MR Plat, SPG Plat, HH Diamond
Posts: 445
It is and I've said that from day one. Simply because its ambiguous as to who's option "as late as" it is, the customer or the hotel. It can be interpreted as either one depending on your point of view.
A few extra well placed words could clean that up - but they choose not to.
Electrons are cheap, college degrees necessary to work today yet it written that way likely on purpose.
Welcome to corporate doublespeak America today!
A few extra well placed words could clean that up - but they choose not to.
Electrons are cheap, college degrees necessary to work today yet it written that way likely on purpose.
Welcome to corporate doublespeak America today!
Peace and goodwill to all.
Dec 23, 2016, 12:18 am
#464
Join Date: Dec 2003
Location: Redondo Beach, CA USA
Programs: UA 1KMM, Bonvoy LTE+A, HH D, Nat'l EE, Hertz Plat, Avis PC
Posts: 3,713
In almost 2,000 nights spent in hotels I can count on one hand the times I've requested a late check-out (and those few times, well before this latest guarantee, I've gotten it), so it's not a big issue for me. But the weaselly language really bothers me--Marriott either needs to make it a true guarantee, or get rid of it completely. "As late as..." makes the guarantee completely worthless, much like the vague definition of guaranteeing an upgrade to the best "available" room. I've always found Marriott to be a company that operates with integrity and respect for both its associates and customers, but these are examples that make me wonder if values are changing in the corporate HQ...
Dec 23, 2016, 6:43 am
#465
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,700
Peace & Love to all...