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4pm Elite Checkout Guarantee (General Discussion)

4pm Elite Checkout Guarantee (General Discussion)

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Old Jun 12, 21, 3:59 am   -   Wikipost
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Marriott Convention and Resort Hotels.


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.
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Old Jun 6, 22, 6:03 pm
  #481  
 
Join Date: Nov 2001
Location: GEG
Programs: Marriott Titanium (Lifetime Platinum), Hilton Diamond, Lifetime SkyClub, AS MVP
Posts: 2,285
Originally Posted by ChurnieEls View Post
Was 'participating properties' in the language before?
"Participating Properties" is a defined term in the Bonvoy program.

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Old Jun 11, 22, 6:49 pm
  #482  
 
Join Date: Feb 2020
Programs: Marriott Bonvoy Ambassador Elite, World of Hyatt Globalist, AAdvantage Gold, United Premier Silver
Posts: 1,329
I just had my first experience where an agent wouldn't let me not take late checkout. I told her that Noon would be fine as my flight departs at 4, and she said something along the lines of "no, let's do 1 PM" - LOL :-)
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ElevatorEnthusiast is offline  
Old Jun 12, 22, 12:49 am
  #483  
 
Join Date: May 2005
Location: Sydney, Australia
Programs: NZ*G ELT, VA-G
Posts: 3,289
Just checked in at W Melbourne and used my SNA to successfully upgrade to a Fantastic Suite. However when I requested 4pm late check out, I was told that I would have to move to a Hospitality room. Refused and pointed out to them that SNA is not a complimentary upgrade and they were not doing me a "favour". So frustrating with properties going out of their way to manipulate the rules.

So question is is granting guests 4pm late check but needing to moving guests to another lower category room violating the rules?
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Last edited by Xiaotung; Jun 12, 22 at 1:07 am
Xiaotung is offline  
Old Jun 12, 22, 10:41 am
  #484  
 
Join Date: Dec 2010
Location: SE USA
Programs: DL DM/MM , IHG Plat, MR Titanium, HH Gold, EK Frequent Kettle, UA Silver, AA Hater
Posts: 1,955
Was denied at Fairfield in Fond du Lac WI. Was told I could have noon late check-out. After pushing the issue was offered 12:30. Was told 4PM was Ambassador only. Went to to lobby, printed out the policy, and showed it to her. First, she refused to look at it, then after looking at it she insisted it is availability only. This was the hotel GM BTW.

Told me to call Marriott to have it explained to me, which I did - agent confirmed policy and e-mailed her. Still no response. Also found out who the owner is and contacted them. No response from the hotel or the owner.
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dilbertsdaddy is offline  
Old Jun 13, 22, 4:06 am
  #485  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
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Originally Posted by dilbertsdaddy View Post
Was denied at Fairfield in Fond du Lac WI. Was told I could have noon late check-out. After pushing the issue was offered 12:30. Was told 4PM was Ambassador only. Went to to lobby, printed out the policy, and showed it to her. First, she refused to look at it, then after looking at it she insisted it is availability only. This was the hotel GM BTW.

Told me to call Marriott to have it explained to me, which I did - agent confirmed policy and e-mailed her. Still no response. Also found out who the owner is and contacted them. No response from the hotel or the owner.
Hello dilbertsdaddy,

We are sorry to hear of your experience. If you send a private message to us with your full name, member account number, reservation details and contact email, we are pleased to look into further for you.

Best regards,

Carrie L
Specialist Social Media
Marriott International
[email protected]
Marriott Bonvoy Lurker II is offline  
Old Jun 13, 22, 8:51 am
  #486  
 
Join Date: Feb 2004
Location: Chiang Mai
Programs: HH Diamond IHG Spire Amb MR PLAT
Posts: 208
I live in Thailand I’m platinum and I’m encouraged to take the 4pm check out even if I don’t need it. Same goes with Hilton here. It sucks that they are being difficult in other countries
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Old Jun 13, 22, 2:54 pm
  #487  
 
Join Date: Sep 2001
Location: SJC (AA PLT 2MM - Marriott LTT - Avis Preferred)
Posts: 1,850
I’m wondering if the pro-active 4pm checkouts are due in part to assessing what housekeeping can cover during that shift?
ntamayo is offline  
Old Jun 13, 22, 3:55 pm
  #488  
FlyerTalk Evangelist
 
Join Date: Jun 2007
Location: Toronto vicinity
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Originally Posted by dilbertsdaddy View Post
Was denied at Fairfield in Fond du Lac WI. Was told I could have noon late check-out. After pushing the issue was offered 12:30. Was told 4PM was Ambassador only. Went to to lobby, printed out the policy, and showed it to her. First, she refused to look at it, then after looking at it she insisted it is availability only. This was the hotel GM BTW.

Told me to call Marriott to have it explained to me, which I did - agent confirmed policy and e-mailed her. Still no response. Also found out who the owner is and contacted them. No response from the hotel or the owner.
Please let us know the outcome of the Lurker investigation. In the Starwood days, the Lurkers wielded a lot of power, or could escalate issues to someone that wielded a lot of power and properties with attitude would get a good smack. It would be nice to know if Marriott also takes their promises seriously.
margarita girl is offline  
Old Jun 14, 22, 10:19 am
  #489  
 
Join Date: Feb 2002
Location: BOS
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Posts: 1,238
Just completed a 1-night stay at the Four Points Louisville Airport. I had booked the 2br suite (with cash) and asked for 4pm checkout. At check-in the agent told me they could only 2pm as they only have one of those rooms and it was booked the following day. I insisted that they had to honor 4pm and they told me that no, they do it based on availability at their property. I decided not to argue at the moment and went to my room. Double-checked the T&C and stopped by the front desk a bit later to let them know that the only properties where it's based on availability is convention and resort properties. They stuck to their guns -- based on availability only. I asked them to compromise on 3pm, as I was planning to leave between 3 and 4 anyway and they agreed (their concern was getting the room cleaned for the next guest). I thought it would be easier than them sticking to 2pm and then trying to claim compensation and potentially having to actually leave the room by 2pm.

Question: I don't see this property anywhere on the convention/resort list, but it is very near the Kentucky Expo Center... So are they a convention hotel or no?
sxpsxpsxp is offline  
Old Jun 15, 22, 3:27 am
  #490  
 
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,227
I know I've yipped about this benefit not going smoothly, particularly with housekeeping knocking endlessly and/or keys not working (had the keys stop working on me at noon last week) but I will say it's been years since I've had a hotel not honor it.

Even then, the hotel was very apologetic about it. They were truly sold out for that night and had a large # of rooms to turn around, so they asked me if 2pm would work and offered a drink and snacks. I was impressed, especially for a SpringHill.

Now watch...I'll probably get Bonvoyed next week to prove me wrong...
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KRSW is offline  
Old Jun 16, 22, 12:28 am
  #491  
 
Join Date: Feb 2018
Programs: Bonvoy Amb , LCAH : Plt, Skywards : Gold
Posts: 2,272
It seems like North American properties are most likely to refuse this benefit.

Never have issue with these benefit in APAC, Europe, and Middle East properties.
Even their resorts seems to be able to provide late checkout without issues, and the non resort hotels automatically key the card for 4pm late checkout.

Got refused 3pm late checkout at US Grant Hotel.
Manage to get 2pm checkout agreed, their housekeeping team keep knocking every half hour from mid day. Quite annoying.
kaizen7 is offline  
Old Jun 16, 22, 1:24 am
  #492  
 
Join Date: Aug 2016
Programs: Marriott Ambassador, A3 Gold, M&M Senator
Posts: 90
I have experienced this the most in Italy. The W Rome even claimed that the rules about this just changed a couple of weeks ago.. To refuse it because of availability is one thing but just making sh* up is a whole different level...
canael is offline  
Old Jun 19, 22, 6:49 pm
  #493  
 
Join Date: Aug 2019
Programs: HH Diamond, Hyatt Globalist, Marriott Titanium
Posts: 75
Denied late check out as Titanium at Great Northern Hotel in London due to being “fully booked “
Alpinetrekker is offline  
Old Jun 21, 22, 7:23 am
  #494  
 
Join Date: Dec 2016
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Originally Posted by Alpinetrekker View Post
Denied late check out as Titanium at Great Northern Hotel in London due to being “fully booked “
I'm guessing that whoever took your room was denied an early check-in (before 3PM) for the exact same reason
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Old Jun 21, 22, 11:56 am
  #495  
 
Join Date: Mar 2011
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Originally Posted by ElevatorEnthusiast View Post
I just had my first experience where an agent wouldn't let me not take late checkout. I told her that Noon would be fine as my flight departs at 4, and she said something along the lines of "no, let's do 1 PM" - LOL :-)
This happens very frequently in India.
The FD frequently says, you have upto 4PM, we can give you longer if you want but why are you checking out at 12

I have also been offered complimentary lunch once to stay longer.
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