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)
Apr 7, 2022, 12:40 am
#451
Join Date: Apr 2015
Programs: Some
Posts: 5,252
Assuming this is not a resort and 4pm is supposedly guaranteed then the correct response: “OK, great, I will stay in your hotel as a one-time courtesy too”
Apr 7, 2022, 9:35 am
#452
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,931
Apr 7, 2022, 2:20 pm
#453
Join Date: Mar 2021
Programs: Marriott Ambassador - Delta Diamond - United Silver - Frontier 100k - Sixt Plat
Posts: 581
It's become quite the circle because the same hotels that don't honor 4PM or even near that for check-out are the same places that don't offer daily housekeeping and complain they need to clean rooms for guests coming but won't hire the staff to do so fast enough. The fact that check-in at hotels is 4PM but at first stays I've been told at standard Marriott and Courtyards that my room isn't ready yet lol.
Apr 7, 2022, 2:58 pm
#454
Join Date: Apr 2010
Location: SF Bay Area
Programs: Marriott Bonvoy Ambassador, AA EXP
Posts: 2,704
It's become quite the circle because the same hotels that don't honor 4PM or even near that for check-out are the same places that don't offer daily housekeeping and complain they need to clean rooms for guests coming but won't hire the staff to do so fast enough. The fact that check-in at hotels is 4PM but at first stays I've been told at standard Marriott and Courtyards that my room isn't ready yet lol.
Apr 10, 2022, 8:31 am
#457
Join Date: Dec 2006
Location: Lima Sierra Zulu Hotel
Programs: AC*SM, M&M SEN, BA Gold, DL Gold; Marriott Titanium
Posts: 777
Humaniti Hotel Montréal, Autograph Collection, recent stay (past few days). Similar to Jimgotkp's experience, was told it was "on availability" on day of check out. When I pressed that it is not a resort nor convention property and that as a Titanium it is a guarantee, they confirmed as "a courtesy" (this was the day before check out, when I noticed the app still said 12:00).
In the end it worked out, but it left a blemish on an otherwise nice stay (totally unnecessarily).
In the end it worked out, but it left a blemish on an otherwise nice stay (totally unnecessarily).
Apr 10, 2022, 8:49 am
#459
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,931
Apr 10, 2022, 9:05 am
#460
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,482
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 Hotels, where it is based upon availability. Marriott Vacation Club, Marriott Grand Residence Club, and Vistana properties are excluded from this benefit.
Apr 30, 2022, 5:08 pm
#461
Join Date: Jan 2013
Location: OKC
Programs: AAdvantage EXP, Marriott Rewards Gold, Hilton Honors Diamond, TK M&S Elite
Posts: 290
Marriott Downtown Kansas City
Perfect example no daily room cleaning...asked for 4pm checkout as a Titanium said they don't have to since they are a convention property. They offered 1pm, I told them to pound sand. After threatening to burn down the village they offered a "one-time courtesy" of 4pm. Like I will ever be back.
Apr 30, 2022, 8:55 pm
#462
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,051
If you read the Marriott Bonv°y terms and conditions, the Platinum Elite guaranteed 4:00 p.m. late checkout does not apply to resorts and convention properties. 
As a current Titanium Elite and soon-to-be Lifetime Platinum Elite, this benefit is often one of the most important to me.
If it is similarly important to you, be sure to check the category of property before booking.
As a current Titanium Elite and soon-to-be Lifetime Platinum Elite, this benefit is often one of the most important to me.
If it is similarly important to you, be sure to check the category of property before booking.
Apr 30, 2022, 10:21 pm
#463
Join Date: Dec 2018
Programs: $9 Fare Club
Posts: 1,482
If you read the Marriott Bonv°y terms and conditions, the Platinum Elite guaranteed 4:00 p.m. late checkout does not apply to resorts and convention properties.
As a current Titanium Elite and soon-to-be Lifetime Platinum Elite, this benefit is often one of the most important to me.
If it is similarly important to you, be sure to check the category of property before booking.
As a current Titanium Elite and soon-to-be Lifetime Platinum Elite, this benefit is often one of the most important to me.
If it is similarly important to you, be sure to check the category of property before booking.
Apr 30, 2022, 11:30 pm
#464
FlyerTalk Evangelist
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
Whilst I agree with the sentiment as regards your reply to that post, wouldn't it be wonderful if Marriott just took the guesswork out of it and maintained a list of these exempt properties that's available publicly somewhere? Can't be that hard to do, unless obfuscation is to the benefit of your primary customer - the franchisee.
David
May 1, 2022, 2:26 pm
#465
Join Date: Dec 2018
Programs: $9 Fare Club
Posts: 1,482
Well, this thread's wiki has a link to be able to identify said hotels: Marriott Convention and Resort Hotels.
David
David
Again, if only they had a list of these properties - we could all avoid any confusion. It shouldn't require any audit on the part of the guest to ascertain what elite benefits we're entitled to receive.