Apr 22, 2021, 11:32 pm
Last edit by: PTahCha
Policy: 4.3.c.v: 4 p.m. Late Checkout. Platinum Elite Members and above may check out as late as 4 p.m. local time of the Participating Property. Members can request late checkout when making a reservation through central reservations, at check-in, via the mobile app (where available) or at any time during their stay. At Apartments by Marriott Bonvoy, Platinum Elite Members and above are guaranteed a late checkout up until 2 p.m. local time and may request to check out as late as 4 p.m. local time based upon availability. This benefit is guaranteed at all Participating Properties, except at resort and convention hotels and Design Hotels, where it is based upon availability. Marriott Vacation Club, Marriott Grand Residence Club, Sheraton Vacation Club, Westin Vacation Club, The Phoenician Residences, a Luxury Collection Residence Club, Scottsdale, and Ritz-Carlton Reserve are excluded from this benefit.
Participating Property = any property that participates in the Marriott Bonvoy program, subject to the exclusions below.
Brands and hotels where "Based Upon Availability" apply: Resort and convention hotels, Design Hotels, Apartments by Marriott Bonvoy
Not Available: Marriott Vacation Club, Marriott Grand Residence Club, Sheraton Vacation Club, Westin Vacation Club, The Phoenician Residences, a Luxury Collection Residence Club, Scottsdale, and Ritz-Carlton Reserve
Marriott Convention and Resort Hotels.
hotelprof 's Google Doc list of resorts and convention hotels: https://docs.google.com/spreadsheets...Jek/edit#gid=0
Recommendations from Xero after an epic battle with Marriott/hotel.
Here is what I learnt if a hotel denies 4 PM checkout.
1) Call Marriott. Ask about the 4 PM checkout guarantee. If the phone agent claims it is based on availability, ask for a supervisor. If the supervisor also claims late checkout is based on availability, hang up and call again. Keep trying until you get an agent that acknowledges the 4 PM checkout guarantee.
2) When you get an agent that acknowledges the guarantee, ask for a case number. Then, let the agent know the hotel violating the policy. In addition, ask if the agent can call the hotel directly to explain the policy. They or their supervisor should have no issue calling the hotel to clarify policy with them.
3) If the agent is unable to get hold of the hotel or a hotel manager, call back tomorrow and follow up on the case number. When the phone agent picks up, immediately give them the case number. Again, have them call the hotel. By having a case number, you don't have to argue that the 4 PM checkout is "based on availability". The agent will immediately read the case and learn that the 4PM checkout is an actual guarantee.
4) (Optional) Keep the case number handy for future hotel reservations. If you get another hotel that denies you late checkout, call Marriott and give them the case number. The agent will realize that 4 PM checkout is a guarantee. Then state that another hotel is denying the benefit and the agent to call he hotel.
If the Marriott hotel you're staying at is in the US and isn't on this list, then you should be good to go for guaranteed 4 pm checkout - meaning if they deny you, they're in violation of the program.
Participating Property = any property that participates in the Marriott Bonvoy program, subject to the exclusions below.
Brands and hotels where "Based Upon Availability" apply: Resort and convention hotels, Design Hotels, Apartments by Marriott Bonvoy
Not Available: Marriott Vacation Club, Marriott Grand Residence Club, Sheraton Vacation Club, Westin Vacation Club, The Phoenician Residences, a Luxury Collection Residence Club, Scottsdale, and Ritz-Carlton Reserve
Marriott Convention and Resort Hotels.
hotelprof 's Google Doc list of resorts and convention hotels: https://docs.google.com/spreadsheets...Jek/edit#gid=0
Recommendations from Xero after an epic battle with Marriott/hotel.
Here is what I learnt if a hotel denies 4 PM checkout.
1) Call Marriott. Ask about the 4 PM checkout guarantee. If the phone agent claims it is based on availability, ask for a supervisor. If the supervisor also claims late checkout is based on availability, hang up and call again. Keep trying until you get an agent that acknowledges the 4 PM checkout guarantee.
2) When you get an agent that acknowledges the guarantee, ask for a case number. Then, let the agent know the hotel violating the policy. In addition, ask if the agent can call the hotel directly to explain the policy. They or their supervisor should have no issue calling the hotel to clarify policy with them.
3) If the agent is unable to get hold of the hotel or a hotel manager, call back tomorrow and follow up on the case number. When the phone agent picks up, immediately give them the case number. Again, have them call the hotel. By having a case number, you don't have to argue that the 4 PM checkout is "based on availability". The agent will immediately read the case and learn that the 4PM checkout is an actual guarantee.
4) (Optional) Keep the case number handy for future hotel reservations. If you get another hotel that denies you late checkout, call Marriott and give them the case number. The agent will realize that 4 PM checkout is a guarantee. Then state that another hotel is denying the benefit and the agent to call he hotel.
If the Marriott hotel you're staying at is in the US and isn't on this list, then you should be good to go for guaranteed 4 pm checkout - meaning if they deny you, they're in violation of the program.
4pm Elite Checkout Guarantee (General Discussion)
Sep 16, 2018, 6:04 pm
#16
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
I have had the issue before at resort properties (which are obviously resorts).
What did the Stanton offer as breakfast for plats?
What did the Stanton offer as breakfast for plats?
Sep 16, 2018, 6:54 pm
#18
Join Date: Jun 2003
Location: La Jolla, CA
Programs: Marriott Ambassador, Lifetime Titanium, Delta Plat, Hilton Diamond , Hyatt Globalist
Posts: 2,615
There may be a period of adjustment for legacy Marriott hotels. My son (who is PPE) was told this morning at the Lido Autograph in Newport that the latest check out possible was 12:30, called the desk again and was given 4 pm when he (politely ) reminded them it was a guaranteed benefit,
I haven’t had to do that much anymore at legacy SPG properties. Years ago it would happen occasionally.
I haven’t had to do that much anymore at legacy SPG properties. Years ago it would happen occasionally.
Sep 16, 2018, 11:49 pm
#19
Join Date: Feb 2018
Programs: Bonvoy :Ambassador , ALL :Diamond, Skywards :Silver, Krisflyer :Silver
Posts: 2,808
So far I never have any issue with 4pm late checkout.
Even most of the resorts properties happily extend that benefit. Granted my stays were in their low seasons.
The Cosmopolitan give 2pm checkout straight away (resort property so they excluded from 4pm guarantee)
Even most of the resorts properties happily extend that benefit. Granted my stays were in their low seasons.
The Cosmopolitan give 2pm checkout straight away (resort property so they excluded from 4pm guarantee)
Sep 17, 2018, 6:19 am
#20
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
There may be a period of adjustment for legacy Marriott hotels. My son (who is PPE) was told this morning at the Lido Autograph in Newport that the latest check out possible was 12:30, called the desk again and was given 4 pm when he (politely ) reminded them it was a guaranteed benefit,
I haven’t had to do that much anymore at legacy SPG properties. Years ago it would happen occasionally.
I haven’t had to do that much anymore at legacy SPG properties. Years ago it would happen occasionally.
The biggest problem is that unlike other "guarantees" in Marriott Rewards, there is no clearly defined penalty for non-compliance.
Sep 17, 2018, 7:21 am
#21
Join Date: Apr 2014
Programs: DL Gold, UA nothing (ex-GS), Marriott lifetime Plat, Hyatt Globalist
Posts: 920
Resorts have more leisure travelers than business travelers. Leisure travelers are more likely to want to check in early (vs. head straight to the office from the airport) and stay late (vs. checkout in the morning and head to the office). So housekeeping may have less time to clean and prepare rooms before check-in time. Also, resorts attract more children so rooms may be messier.
Sep 17, 2018, 7:52 am
#22
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
Resorts have more leisure travelers than business travelers. Leisure travelers are more likely to want to check in early (vs. head straight to the office from the airport) and stay late (vs. checkout in the morning and head to the office). So housekeeping may have less time to clean and prepare rooms before check-in time. Also, resorts attract more children so rooms may be messier.
This has been in place at Marriott's for quite a while -- seems like at least a couple of years. I can't think of any legacy non-resort MR property where this has been an issue since it was rolled out (at resorts ... it can be a negotiation).
Sep 17, 2018, 10:08 am
#24
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
Also, resorts may have a more varied sets of room types (low numbers of a lot of different room types versus lots of rooms in only 3 or 4 different room types). A business hotel, might have a couple of suites, a Concierge Level and everything else. (Again, I'm sure we can do a search and find exceptions, but in "general" this has been my experience.) A resort will quite often have multiple different view types, possibly balconies, Jr and full suites, etc. And I'm also wondering if resorts might, in general, tend to have a higher % of elites (using all those points they earned.) That could all translate into much more stress having to wait for late checkouts, while others want to check-in to their rooms.
At the end of the day, all we can do is "guess" at what might be driving Resorts from being excluded. But I think it is reasonable to assume, given both Marriott and Starwood before the merger excluded resorts, that there is some different dynamic between other hotels and resorts. And whatever that dynamic is, it has caused both to exclude resorts from the 4pm late checkout benefit.
Sep 18, 2018, 2:06 pm
#25
Join Date: Apr 2015
Posts: 217
I request late check out almost every week and only once has a Marriott property denied me a 4 PM checkout. That was the Residence Inn Foggy Bottom which wasn't the best property anyway IMO.
That was over two years ago, they may have changed management, policies, whatever, but I haven't been compelled to go back. Mostly because of the bonus point policy with RIs.
I have had several situations (all at the same hotel, Marriott Conference Center College Park MD) where housekeeping would barge in to my room even though I had been granted late checkout, AND I had a DND sign on my door, but, after the first time I learned to put the security chain on. I think they have a communication problem at that place.
That was over two years ago, they may have changed management, policies, whatever, but I haven't been compelled to go back. Mostly because of the bonus point policy with RIs.
I have had several situations (all at the same hotel, Marriott Conference Center College Park MD) where housekeeping would barge in to my room even though I had been granted late checkout, AND I had a DND sign on my door, but, after the first time I learned to put the security chain on. I think they have a communication problem at that place.
Sep 21, 2018, 4:19 pm
#26
Join Date: Mar 2005
Programs: UA 1K and PP, AA PPro (3MM, former CK), Marriott Ambassador and LTT, Uber One
Posts: 1,346
I have had several situations (all at the same hotel, Marriott Conference Center College Park MD) where housekeeping would barge in to my room even though I had been granted late checkout, AND I had a DND sign on my door, but, after the first time I learned to put the security chain on. I think they have a communication problem at that place.
Sep 21, 2018, 6:41 pm
#27
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,107
Chatting w/ a friend, when late c/o is requested at c/i, the FD is supposed to tell the housekeeping staff about late c/o & specifically what time. If FD does it properly & the housekeeping staff is up to snuff, then it's honored. If FD doesn't communicate it to housekeeping, though, then housekeeping goes in at noon thinking the room has been checked out, not knowing about late c/o. From what I understand there's not an automated way of late c/o request at FD notifying HK. That is something MAR should probably implement.
Cheers.
Cheers.
Sep 21, 2018, 9:28 pm
#28
Join Date: Apr 2015
Posts: 217
Chatting w/ a friend, when late c/o is requested at c/i, the FD is supposed to tell the housekeeping staff about late c/o & specifically what time. If FD does it properly & the housekeeping staff is up to snuff, then it's honored. If FD doesn't communicate it to housekeeping, though, then housekeeping goes in at noon thinking the room has been checked out, not knowing about late c/o. From what I understand there's not an automated way of late c/o request at FD notifying HK. That is something MAR should probably implement.
Cheers.
Cheers.
I'm there next week...we'll see what happens.
Sep 21, 2018, 10:26 pm
#29
Join Date: Sep 2013
Location: East Coast, USA
Posts: 1,032
As for what is a convention/resort hotel, I’m always a bit confused (outside of having resort in the name).. I did just find this website and am wondering if it’s indeed a inclusive list:
https://www.marriott.com/convention-...etwork/home.mi
https://www.marriott.com/convention-...etwork/home.mi
At some point, the Starwood Lurker posted a list of all Starwoods that were officially classified as resorts and convention hotels (for the guaranteed late checkout and perhaps other purposes).
There were many surprises, including some places that I would have thought were considered convention hotels but officially were not.
IIRC there was also a discussion about whether having the word convention or conference in the title meant that the hotel was officially convention property and whether the absence of such words means that it isn't a convention property, but I don't remember the conclusion.
There were many surprises, including some places that I would have thought were considered convention hotels but officially were not.
IIRC there was also a discussion about whether having the word convention or conference in the title meant that the hotel was officially convention property and whether the absence of such words means that it isn't a convention property, but I don't remember the conclusion.
It's actually quite simple if you use the Hotel Directory Search: https://www.marriott.com/hotel-search.mi
(This page can also be found by navigating from the "Find & Reserve" menu to the "Browse by Destination" option.)
If you choose the "Filter" option, you can filter by "Convention Hotels" and/or "Resorts" to see which properties are officially classified as such.
(This page can also be found by navigating from the "Find & Reserve" menu to the "Browse by Destination" option.)
If you choose the "Filter" option, you can filter by "Convention Hotels" and/or "Resorts" to see which properties are officially classified as such.
Find a Convention Hotel | Marriott's Convention Hotels and Resorts
Sep 22, 2018, 5:31 am
#30
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
Chatting w/ a friend, when late c/o is requested at c/i, the FD is supposed to tell the housekeeping staff about late c/o & specifically what time. If FD does it properly & the housekeeping staff is up to snuff, then it's honored. If FD doesn't communicate it to housekeeping, though, then housekeeping goes in at noon thinking the room has been checked out, not knowing about late c/o. From what I understand there's not an automated way of late c/o request at FD notifying HK. That is something MAR should probably implement.
Cheers.
Cheers.