Post Your Experiences: Late Check-Out for Elites (Starting 5/16/16)
Mar 3, 2018, 9:05 am
#856
Join Date: Jan 2008
Programs: Marriott Titanium, Hilton Diamond
Posts: 405
Not at a Marriott, but it was such a shock i'll share here. Sheraton in Montreal this week, at check in, without asking the check in clerk told me that I had been upgraded, where the lounge is, the hours it is open and then added YOU ARE FREE TO CHECKOUT AS LATE AS 6pm TOMORROW.
Mar 3, 2018, 3:35 pm
#857
A FlyerTalk Posting Legend
Join Date: Dec 2000
Location: Potomac Falls, VA
Programs: AA Plat 2MM, MR Gold, Avis Pref
Posts: 41,109
Marriott Georgetown Washington DC
As Gold for this afternoon
3:00 pm no problem at all
GF running late so called for a 4:00pm
granted no problem
3:00 pm no problem at all
GF running late so called for a 4:00pm
granted no problem
Mar 5, 2018, 2:28 pm
#858
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime Titanium, Delta Skymiles Platinum
Posts: 650
Marriott Marquis Washington DC, this past Saturday, March 3.
Denied without any explanation, just said they are not giving any late checkouts that day.
I called the platinum line, he said that I am entitled, and asked if he could put me on hold so he could call the hotel. He comes back and apologizes, but tells me that property is considered a convention hotel so they are exempt from mandatory late checkouts for platinum members.
That hotel is a very poorly managed property, and I won't go back there, but that is another story not appropriate for this forum.
Denied without any explanation, just said they are not giving any late checkouts that day.
I called the platinum line, he said that I am entitled, and asked if he could put me on hold so he could call the hotel. He comes back and apologizes, but tells me that property is considered a convention hotel so they are exempt from mandatory late checkouts for platinum members.
That hotel is a very poorly managed property, and I won't go back there, but that is another story not appropriate for this forum.
Mar 5, 2018, 3:14 pm
#859
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Marriott Marquis Washington DC, this past Saturday, March 3.
Denied without any explanation, just said they are not giving any late checkouts that day.
I called the platinum line, he said that I am entitled, and asked if he could put me on hold so he could call the hotel. He comes back and apologizes, but tells me that property is considered a convention hotel so they are exempt from mandatory late checkouts for platinum members.
That hotel is a very poorly managed property, and I won't go back there, but that is another story not appropriate for this forum.
Denied without any explanation, just said they are not giving any late checkouts that day.
I called the platinum line, he said that I am entitled, and asked if he could put me on hold so he could call the hotel. He comes back and apologizes, but tells me that property is considered a convention hotel so they are exempt from mandatory late checkouts for platinum members.
That hotel is a very poorly managed property, and I won't go back there, but that is another story not appropriate for this forum.
Marriott's terms should list late check-out exempt properties, just as it lists other properties that are exempt from certain aspects.
Mar 5, 2018, 3:18 pm
#860
Join Date: Sep 2006
Location: New York
Programs: Marriott Bonvoy Lifetime Titanium, Delta Skymiles Platinum
Posts: 650
I would follow-up with Marriott: Marriott Guest Experience Supervisor Escalation <[email protected] >
Marriott's terms should list late check-out exempt properties, just as it lists other properties that are exempt from certain aspects.
Marriott's terms should list late check-out exempt properties, just as it lists other properties that are exempt from certain aspects.
Hey, are you THAT hockey insider?
Mar 6, 2018, 5:23 am
#861
Join Date: Dec 2004
Programs: United 1K, MR Plat, SPG Plat
Posts: 804
Don't waste your time! No explanation from the hotel was necessary. The Marriott Marquis Washington, DC has direct access to the DC Convention Center and is considered a convention hotel!
Marriott Reward's Guaranteed Late Check Out Terms and Conditions:
The Marriott Marquis Washington, DC is also the first hotel the pops up when you search for convention & resort hotel locations under, "DC Area," on Marriott's website. ( Find a Convention Hotel | Marriott?s Convention Hotels & Resorts )
If it wasn't on the list, then your complaint would be valid...
Regards,
RIP....
Marriott Reward's Guaranteed Late Check Out Terms and Conditions:
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 (bold added). Marriott Vacation Club is excluded from this benefit.
The Marriott Marquis Washington, DC is also the first hotel the pops up when you search for convention & resort hotel locations under, "DC Area," on Marriott's website. ( Find a Convention Hotel | Marriott?s Convention Hotels & Resorts )
If it wasn't on the list, then your complaint would be valid...
Regards,
RIP....
Last edited by OU812; Mar 6, 2018 at 5:31 am
Mar 6, 2018, 11:24 pm
#862
Join Date: Sep 2017
Posts: 575
Don't waste your time! No explanation from the hotel was necessary. The Marriott Marquis Washington, DC has direct access to the DC Convention Center and is considered a convention hotel!
Marriott Reward's Guaranteed Late Check Out Terms and Conditions:
The Marriott Marquis Washington, DC is also the first hotel the pops up when you search for convention & resort hotel locations under, "DC Area," on Marriott's website. ( Find a Convention Hotel Marriott?s Convention Hotels & Resorts )
If it wasn't on the list, then your complaint would be valid...
Regards,
RIP....
Marriott Reward's Guaranteed Late Check Out Terms and Conditions:
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 (bold added). Marriott Vacation Club is excluded from this benefit.
The Marriott Marquis Washington, DC is also the first hotel the pops up when you search for convention & resort hotel locations under, "DC Area," on Marriott's website. ( Find a Convention Hotel Marriott?s Convention Hotels & Resorts )
If it wasn't on the list, then your complaint would be valid...
Regards,
RIP....
Mar 7, 2018, 6:27 am
#863
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
It's their latest but not the only hotels. Changes can happen at any time and the list will be out of date and MR will have the final say. Yet another wiggle point with the MR program.
Mar 7, 2018, 7:03 am
#864
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Mar 7, 2018, 7:15 am
#865
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I agree, but any list can/will be obsolete just about as quickly as they publish it.
I think it was MR that used to boast the property must state Convention or Resort in it's name to qualify, but that seems to have been dropped.
I think it was MR that used to boast the property must state Convention or Resort in it's name to qualify, but that seems to have been dropped.
Last edited by RogerD408; Mar 7, 2018 at 7:29 am
Mar 7, 2018, 7:22 am
#866
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,466
That said, IME most properties are very good about honoring the benefit.
Mar 8, 2018, 1:23 am
#867
Join Date: Feb 2010
Location: London / Los Angeles
Programs: Hilton Diamond, IHG Diamond Ambassador, Marriott Platinum, Hyatt Globalist, BA Silver
Posts: 1,631
I
I would send the manager a copy of the email (exclude the points they gave you as they were meager) with a "pissed off" note explaining that you do plan to write a negative review. Give him/her a few days to reply. At best, you have educated them and they will give you a decent amount of points, at worse you will feel correct in writing a terrible review
ps Keep the "Mr Marriott's" number on your phone and the next time you have said problem, call in front of manager with phone on speaker. You will get an immediate response which the manager will have to follow
I would send the manager a copy of the email (exclude the points they gave you as they were meager) with a "pissed off" note explaining that you do plan to write a negative review. Give him/her a few days to reply. At best, you have educated them and they will give you a decent amount of points, at worse you will feel correct in writing a terrible review
ps Keep the "Mr Marriott's" number on your phone and the next time you have said problem, call in front of manager with phone on speaker. You will get an immediate response which the manager will have to follow
So the Courtyard Palm Springs responded and was pretty frank.
Greetings Mr. Enigma368
Thank you for your loyalty as a Marriott Rewards Gold member. I apologize that you were not granted your 4pm late check out which is one of your benefits as a Gold member. I have spoken to my team in regards to this and they are aware that the benefit needs to be honored. Yes customer service is right that we are not a resort hotel, but we are based in a resort destination with the convention center just 1 block from us and an airport mile down the road.
As you stated, in Palm Springs it is difficult due to the amount of activity the hotel has especially during the months of January-April. Customer care does not understand the dynamics of our hotel. We are in a resort location and next to the convention center as such when we have 100 check outs on a Sunday and 100 check-ins on a Sunday it makes it very difficult to have all the rooms ready for our incoming guests with a check in guarantee of 4pm. As you can see it is not that we don’t want to honor the request, we try our very best to do so and make all our guests happy.
I understand your concern and moving forward we will try to manage this benefit the best we can to satisfy all guests. In your next visit to Palm Springs I would be honored to grant you the 4pm check out and also make sure you have an excellent stay. Please email me personally when you visit again.
Since you did not receive you benefit , I have taken this time to purchase 5000 points towards your Marriott Rewards account.
Again, my apologies and I hope you give us another chance.
Sincerely
Courtyard Palm Springs(name removed)
Thank you for your loyalty as a Marriott Rewards Gold member. I apologize that you were not granted your 4pm late check out which is one of your benefits as a Gold member. I have spoken to my team in regards to this and they are aware that the benefit needs to be honored. Yes customer service is right that we are not a resort hotel, but we are based in a resort destination with the convention center just 1 block from us and an airport mile down the road.
As you stated, in Palm Springs it is difficult due to the amount of activity the hotel has especially during the months of January-April. Customer care does not understand the dynamics of our hotel. We are in a resort location and next to the convention center as such when we have 100 check outs on a Sunday and 100 check-ins on a Sunday it makes it very difficult to have all the rooms ready for our incoming guests with a check in guarantee of 4pm. As you can see it is not that we don’t want to honor the request, we try our very best to do so and make all our guests happy.
I understand your concern and moving forward we will try to manage this benefit the best we can to satisfy all guests. In your next visit to Palm Springs I would be honored to grant you the 4pm check out and also make sure you have an excellent stay. Please email me personally when you visit again.
Since you did not receive you benefit , I have taken this time to purchase 5000 points towards your Marriott Rewards account.
Again, my apologies and I hope you give us another chance.
Sincerely
Courtyard Palm Springs(name removed)
The hotel has now also contacted Marriott about this and Marriott accidently sent the reply to me(lol):
Dear customer care
I have already responded to this guest with 5000 points purchase.
I wanted to reach out to you on this guest and your response to him. I understand we are not a resort hotel, we are a Courtyard property – but we are based in a resort destination of Palm Springs – just one mile from downtown, 1 block from the convention center and 1 mile from the airport.
This Courtyard is not a typical Courtyard –we are sold out every weekend and then we have the convention factor that arrives on a Sunday or Monday. Do you know how difficult it is for us to grant every single member that requires a 4 pm when we have 100 check outs on a Sunday and 100 check ins on a Sunday??? - it is nearly impossible
How can I get on a list to exempt this benefit for the months of January – April as that is our high season.
Thank you for your understanding
Courtyard Palm Springs(name removed)
Mar 8, 2018, 3:30 am
#868
Join Date: Oct 2015
Location: Pacific Wonderland
Programs: ʙᴏɴᴠo̱ʏ Au, IHG Au, HH Dia, Nexus, Pilot FlyingJ Preferred
Posts: 5,336
How can I get on a list to exempt this benefit
Reflag to a non-Marriott chain that doesn't offer late check outs?
I think the better answer is to back it up with performance penalty as with the PAG or getting walked. Fine, we're booked solid tonight and unable to offer the late check out, here's $50 cash. Or 5000 points. The guest gets something for not receiving the benefit and the property has to cough up something too.
Mar 9, 2018, 12:59 am
#869
Join Date: Sep 2017
Posts: 575
Reflag to a non-Marriott chain that doesn't offer late check outs?
I think the better answer is to back it up with performance penalty as with the PAG or getting walked. Fine, we're booked solid tonight and unable to offer the late check out, here's $50 cash. Or 5000 points. The guest gets something for not receiving the benefit and the property has to cough up something too.