Post Your Experiences: Late Check-Out for Elites (Starting 5/16/16)
Jun 14, 2021, 6:07 am
#916
Join Date: Apr 2021
Location: Manhattan, Palm Beach Island, San Francisco, Boston, & Hong Kong
Programs: Lifetime United Global Services, Delta Plat, Hyatt Globalist, Marriott Ambassador, & Hilton Diamond
Posts: 3,165
About to check in to a Sheraton hotel (not a resort, not a conf hotel) in a few days time and I can still see in the app it says (among other things):
Late Checkout
"As a Titanium Elite member, your benefits include late check-out. We will do our best to accommodate your requests upon your arrival."
Not sure why they would STILL word this benefit in such a way to make it sound like the 4PM late checkout is not a guarantee but on a 'best effort' basis by the hotel. In fact, such kind of wordings to 'blur' this benefit seems to be becoming more frequent across Marriott's comms channels. IME not only does this confuse the plat/titanium guests to thinking that 4PM (or ANY late checkout) isn't guaranteed but also the hotel associates... especially those new to the job.
Why make it more confusing? Is it too hard to print "As a Platinum/Titanium/Ambassador member staying in a non-resort / conference center your benefits include late check-out until 4PM." and asterisk-caveat it to exclude Design hotels etc ??
Late Checkout
"As a Titanium Elite member, your benefits include late check-out. We will do our best to accommodate your requests upon your arrival."
Not sure why they would STILL word this benefit in such a way to make it sound like the 4PM late checkout is not a guarantee but on a 'best effort' basis by the hotel. In fact, such kind of wordings to 'blur' this benefit seems to be becoming more frequent across Marriott's comms channels. IME not only does this confuse the plat/titanium guests to thinking that 4PM (or ANY late checkout) isn't guaranteed but also the hotel associates... especially those new to the job.
Why make it more confusing? Is it too hard to print "As a Platinum/Titanium/Ambassador member staying in a non-resort / conference center your benefits include late check-out until 4PM." and asterisk-caveat it to exclude Design hotels etc ??
I find it very weird the STR NY does this because:
1) It is operated directly by Marriott
2) It was owned by Marriott until a recent sale
3) It was Starwood owned and operated until the acquisition
Given that guaranteed late check-out is a direct artifact of SPG, shouldn’t THE flagship Starwood property that is operated directly by Marriott be openly guaranteeing the late check-out benefit?
Jun 14, 2021, 9:34 am
#917
Original Member
Join Date: May 1998
Location: Orange County, CA, USA
Programs: AA (Life Plat), Marriott (Life Titanium) and every other US program
Posts: 6,411
About to check in to a Sheraton hotel (not a resort, not a conf hotel) in a few days time and I can still see in the app it says (among other things):
Late Checkout
"As a Titanium Elite member, your benefits include late check-out. We will do our best to accommodate your requests upon your arrival."
Not sure why they would STILL word this benefit in such a way to make it sound like the 4PM late checkout is not a guarantee but on a 'best effort' basis by the hotel. In fact, such kind of wordings to 'blur' this benefit seems to be becoming more frequent across Marriott's comms channels. IME not only does this confuse the plat/titanium guests to thinking that 4PM (or ANY late checkout) isn't guaranteed but also the hotel associates... especially those new to the job.
Why make it more confusing? Is it too hard to print "As a Platinum/Titanium/Ambassador member staying in a non-resort / conference center your benefits include late check-out until 4PM." and asterisk-caveat it to exclude Design hotels etc ??
Late Checkout
"As a Titanium Elite member, your benefits include late check-out. We will do our best to accommodate your requests upon your arrival."
Not sure why they would STILL word this benefit in such a way to make it sound like the 4PM late checkout is not a guarantee but on a 'best effort' basis by the hotel. In fact, such kind of wordings to 'blur' this benefit seems to be becoming more frequent across Marriott's comms channels. IME not only does this confuse the plat/titanium guests to thinking that 4PM (or ANY late checkout) isn't guaranteed but also the hotel associates... especially those new to the job.
Why make it more confusing? Is it too hard to print "As a Platinum/Titanium/Ambassador member staying in a non-resort / conference center your benefits include late check-out until 4PM." and asterisk-caveat it to exclude Design hotels etc ??
Jun 14, 2021, 1:07 pm
#918
Join Date: Mar 2011
Location: BOS
Programs: BA Gold, AA Platinum, SQ Gold, Marriott Titanium
Posts: 1,582
The first line of OPs post says the Sheraton he is referring to is neither a resort nor a conference hotel
Jun 14, 2021, 2:05 pm
#919
Original Member
Join Date: May 1998
Location: Orange County, CA, USA
Programs: AA (Life Plat), Marriott (Life Titanium) and every other US program
Posts: 6,411
Wow, I was sure I read it the other way. My apologies to everyone. If it isn't a conference or a resort hotel, then the language on MY app (not just the T&C, but also the app) guarantees the 4pm. However, what is the hotel? Because it isn't always clear to the consumer if it is a conference/resort hotel.
Jun 15, 2021, 7:33 am
#920
Join Date: Dec 2008
Location: South Korea
Posts: 1,168
Wow, I was sure I read it the other way. My apologies to everyone. If it isn't a conference or a resort hotel, then the language on MY app (not just the T&C, but also the app) guarantees the 4pm. However, what is the hotel? Because it isn't always clear to the consumer if it is a conference/resort hotel.
Again, it's no biggie as I am sure I will still get the 4PM checkout when I need it >90% of the time but I just find it somewhat disingenuous that Marriott seems to water down the wordings around late checkout for elites (plat/titanium/amb) to make it sound like it's not a guarantee but on a "best effort" basis.
Jun 15, 2021, 8:21 am
#921
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,171
As Adam Carolla is fond of saying, "I don't want you to do YOUR best...I want you to do MY best" (which in this case, is living up to promised loyalty benefits).
Jun 15, 2021, 10:09 am
#922
Original Member
Join Date: May 1998
Location: Orange County, CA, USA
Programs: AA (Life Plat), Marriott (Life Titanium) and every other US program
Posts: 6,411
It is the Sheraton Mall of the Emirates hotel in Dubai but this has no relevance as I get the same message for all hotels i check into these days. See image below under "Late Checkout".
Again, it's no biggie as I am sure I will still get the 4PM checkout when I need it >90% of the time but I just find it somewhat disingenuous that Marriott seems to water down the wordings around late checkout for elites (plat/titanium/amb) to make it sound like it's not a guarantee but on a "best effort" basis.
Again, it's no biggie as I am sure I will still get the 4PM checkout when I need it >90% of the time but I just find it somewhat disingenuous that Marriott seems to water down the wordings around late checkout for elites (plat/titanium/amb) to make it sound like it's not a guarantee but on a "best effort" basis.
That is interesting. Also on the app, if you go to Benefits, under Titanium, under a drop down called "4 p.m. Late Checkout" it says "Guaranteed 4pm late checkout, subject to availability at resort and convention hotels."
That is actually one of the clearest summaries I have ever seen.
Jun 24, 2021, 8:52 pm
#924
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
My first ever rejection, and that's dating back to Starwood Gold, Marriott Gold, Marriott Platinum, Marriott Platinum Premier and now Titanium since 2019.
I was at the Westin Hapuna in a Premier Ocean View King room. I asked for a late checkout the day I left (6/23) and was refused. I later tried with a second agent and was also refused. I asked for so little as 1 PM and I was flatly refused. I was told my room was already assigned to someone else and it was "subject to availability". Pretty disappointing.
I was at the Westin Hapuna in a Premier Ocean View King room. I asked for a late checkout the day I left (6/23) and was refused. I later tried with a second agent and was also refused. I asked for so little as 1 PM and I was flatly refused. I was told my room was already assigned to someone else and it was "subject to availability". Pretty disappointing.
Jun 24, 2021, 9:05 pm
#925
Join Date: Dec 2007
Location: SFO
Posts: 4,916
My first ever rejection, and that's dating back to Starwood Gold, Marriott Gold, Marriott Platinum, Marriott Platinum Premier and now Titanium since 2019.
I was at the Westin Hapuna in a Premier Ocean View King room. I asked for a late checkout the day I left (6/23) and was refused. I later tried with a second agent and was also refused. I asked for so little as 1 PM and I was flatly refused. I was told my room was already assigned to someone else and it was "subject to availability". Pretty disappointing.
I was at the Westin Hapuna in a Premier Ocean View King room. I asked for a late checkout the day I left (6/23) and was refused. I later tried with a second agent and was also refused. I asked for so little as 1 PM and I was flatly refused. I was told my room was already assigned to someone else and it was "subject to availability". Pretty disappointing.
Jun 24, 2021, 9:08 pm
#926
Join Date: Nov 2001
Location: GEG
Programs: Marriott Lifetime Platinum, Hilton Diamond, Lifetime SkyClub, AS MVP
Posts: 2,410
Jun 24, 2021, 9:40 pm
#927
In Memoriam, FlyerTalk Evangelist
Join Date: Jul 2002
Location: Durham, NC (RDU/GSO/CLT)
Programs: AA EXP/MM, DL GM, UA Platinum, HH DIA, Hyatt Explorist, IHG Platinum, Marriott Titanium, Hertz PC
Posts: 33,857
Yep, good string of luck indeed.
They did not, I paid the full $37 per day for the resort fee. They even explained to me how I was getting free Wifi throughout the hotel as a benefit when they broke down the fee.
They did not, I paid the full $37 per day for the resort fee. They even explained to me how I was getting free Wifi throughout the hotel as a benefit when they broke down the fee.
Jun 25, 2021, 7:59 am
#928
Join Date: Nov 2001
Location: GEG
Programs: Marriott Lifetime Platinum, Hilton Diamond, Lifetime SkyClub, AS MVP
Posts: 2,410
Ahh. I had asked them the question at checkin about what the replacement benefit was for wifi being included in the resort fee. After a day or so, they informed me of the daily credit.
Jun 25, 2021, 4:11 pm
#929
Join Date: Feb 2021
Location: Boston
Programs: Marriott Titanium
Posts: 33
TownePlace Suites Mt. Laurel, NJ. Bonvoy TItanium and was refused 4pm. Was offered 1pm. Called Bonvoy to get clarification and opened a case for future reference, they also gave me 10,000 points concession too which eases the pain. I don't want to sit in traffic for 3 hours again like I did today and trying to drive off peak (saturdays are usually turn days for vacation rentals) on the ocean.
Jun 27, 2021, 11:35 am
#930
Join Date: May 2010
Posts: 3,461
I’m at thr Courtyard downtown St Louis
wanted a 1:30 late checkout. The “charming” front desk staff automatically responded “no late checkout”
Now it’s next to a convention center and I can understand if there’s an event. however look me in the face before you make your ultimatum announcement. I’ve interacted with this woman twice and apparently if she smiles her face will break. I also not offered any recognition or amenities on check in. (Oh and they do offer this at times)
I’m going to wait till tomorrow and actually reach out to the general manager about Ms Personality
wanted a 1:30 late checkout. The “charming” front desk staff automatically responded “no late checkout”
Now it’s next to a convention center and I can understand if there’s an event. however look me in the face before you make your ultimatum announcement. I’ve interacted with this woman twice and apparently if she smiles her face will break. I also not offered any recognition or amenities on check in. (Oh and they do offer this at times)
I’m going to wait till tomorrow and actually reach out to the general manager about Ms Personality