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)
#436
Join Date: Jan 2013
Location: London
Programs: BA GGL, HH Diamond, IHG Spire, Marriott Titanium
Posts: 160
I'm at the Fairfield in Nashville Downtown and they are point blank refusing the 4pm check out. I've tried Bonvoy, and they insisted it's only according to availability (ironically the hotel isn't even sold out as I can still book rooms!). I asked to speak to a supervisor and her spin on it is that it's only 'upto' 4pm. So they don't have to give it!
Not sure what to try next. I don't think there is compensation - and not sure how much harder to try! Rather frustrating as we booked here for the 4pm check out today!
Not sure what to try next. I don't think there is compensation - and not sure how much harder to try! Rather frustrating as we booked here for the 4pm check out today!
#437
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
I'm at the Fairfield in Nashville Downtown and they are point blank refusing the 4pm check out. I've tried Bonvoy, and they insisted it's only according to availability (ironically the hotel isn't even sold out as I can still book rooms!). I asked to speak to a supervisor and her spin on it is that it's only 'upto' 4pm. So they don't have to give it!
Not sure what to try next. I don't think there is compensation - and not sure how much harder to try! Rather frustrating as we booked here for the 4pm check out today!
Not sure what to try next. I don't think there is compensation - and not sure how much harder to try! Rather frustrating as we booked here for the 4pm check out today!
#438
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,474
4.3 Elite Membership Benefits at Participating Brands
....
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. This benefit is guaranteed at all Participating Properties, except at resort and convention hotels and Design HotelsTM, where it is based upon availability. Marriott Vacation Club, Marriott Grand Residence Club, and Vistana properties are excluded from this benefit.
....
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. This benefit is guaranteed at all Participating Properties, except at resort and convention hotels and Design HotelsTM, where it is based upon availability. Marriott Vacation Club, Marriott Grand Residence Club, and Vistana properties are excluded from this benefit.
#439
Join Date: Apr 2010
Location: SF Bay Area
Programs: Marriott Bonvoy Ambassador, AA EXP
Posts: 2,701
I'm at the Fairfield in Nashville Downtown and they are point blank refusing the 4pm check out. I've tried Bonvoy, and they insisted it's only according to availability (ironically the hotel isn't even sold out as I can still book rooms!). I asked to speak to a supervisor and her spin on it is that it's only 'upto' 4pm. So they don't have to give it!
Not sure what to try next. I don't think there is compensation - and not sure how much harder to try! Rather frustrating as we booked here for the 4pm check out today!
Not sure what to try next. I don't think there is compensation - and not sure how much harder to try! Rather frustrating as we booked here for the 4pm check out today!
Also, ask for a case number. Save that case number. This case number will be your evidence anytime a phone agent in the future lies about the 4 PM late checkout guarantee. You can just cite your case number and say that you have it officially confirmed. For me, it has sped things up tremendously.
#440
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,413
Remember when the Lurkers used to jump into these threads?
#442
Join Date: Jan 2013
Location: London
Programs: BA GGL, HH Diamond, IHG Spire, Marriott Titanium
Posts: 160
Thank you everyone, I tried Marriott again and got nowhere, even the supervisor kept saying that they had spoken to the hotel and they 'were working with me to do the best they can, but can only give up to 4pm, so they are allowing you to stay until 3pm'! Eventually a new hotel manager came in and I showed him all the references online until he agreed - he said it was inconsistent in their Bonvoy programme guidelines! Anyway, got there in the end, thank you all for the helpful advice, it's much appreciated! It shouldn't be such a battle though should it!
#443
Join Date: Jan 2018
Programs: Marriott Bonvoy Ambassador Elite, United Premier Silver, National Executive Elite
Posts: 151
I had an issue once at the Courtyard Buffalo Canalside where they said the best they could do is 2 PM because their cleaning staff only works until 3. I’m sure I could have fought it but it was October 2020 and I let it slide.
#444
Join Date: Sep 2003
Location: W29
Programs: It's Complicated...
Posts: 6,807
Thank you everyone, I tried Marriott again and got nowhere, even the supervisor kept saying that they had spoken to the hotel and they 'were working with me to do the best they can, but can only give up to 4pm, so they are allowing you to stay until 3pm'! Eventually a new hotel manager came in and I showed him all the references online until he agreed - he said it was inconsistent in their Bonvoy programme guidelines! Anyway, got there in the end, thank you all for the helpful advice, it's much appreciated! It shouldn't be such a battle though should it!
#445
FlyerTalk Evangelist
Join Date: May 2001
Location: MSY; 2-time FT Fantasy Football Champ, now in recovery.
Programs: AA lifetime GLD; UA Silver; Marriott LTTE; IHG Plat,
Posts: 14,517
Thank you everyone, I tried Marriott again and got nowhere, even the supervisor kept saying that they had spoken to the hotel and they 'were working with me to do the best they can, but can only give up to 4pm, so they are allowing you to stay until 3pm'! Eventually a new hotel manager came in and I showed him all the references online until he agreed - he said it was inconsistent in their Bonvoy programme guidelines! Anyway, got there in the end, thank you all for the helpful advice, it's much appreciated! It shouldn't be such a battle though should it!
#446
Join Date: Apr 2010
Location: SF Bay Area
Programs: Marriott Bonvoy Ambassador, AA EXP
Posts: 2,701
Thank you everyone, I tried Marriott again and got nowhere, even the supervisor kept saying that they had spoken to the hotel and they 'were working with me to do the best they can, but can only give up to 4pm, so they are allowing you to stay until 3pm'! Eventually a new hotel manager came in and I showed him all the references online until he agreed - he said it was inconsistent in their Bonvoy programme guidelines! Anyway, got there in the end, thank you all for the helpful advice, it's much appreciated! It shouldn't be such a battle though should it!
#449
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,611
+1 for the Westin Lake Mary (N. Orlando), Florida! My first flawless late-checkout stay ever. No knocking from housekeeping whatsoever, keys worked the whole time.
At most hotels I usually have Housekeeping knocking on the door multiple times from 11am onwards, keys stop working at noon, etc. These guys got it right. Good stay on top of it.
At most hotels I usually have Housekeeping knocking on the door multiple times from 11am onwards, keys stop working at noon, etc. These guys got it right. Good stay on top of it.
#450
Join Date: Oct 2009
Location: Somewhere over the rainbow
Programs: Airline Free Agent, Bonvoy Platinum, Hyatt Globalist
Posts: 3,809
Surprisingly after 500+ nights I finally ran into my first hotel that wanted to deny me my 4PM late checkout request.
They were nice enough to eventually say “as a one time courtesy I will give you a 4PM late checkout but going forward it is based on availability”
They were nice enough to eventually say “as a one time courtesy I will give you a 4PM late checkout but going forward it is based on availability”