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)
Nov 3, 2018, 11:29 am
#76
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
I wish I could say I was surprised by some of these 4 pm late check-out request situations.
Most properties I visit worldwide are pretty good, especially the legacy Starwood ones.
That being said, there are a couple of legacy Marriott ones that make every excuse possible to deny and I finally had enough to open a case with Corporate on them.
If we, as frequent guests, don't call these properties and their crap management out on these shenanigans, then nothing will change.
Most properties I visit worldwide are pretty good, especially the legacy Starwood ones.
That being said, there are a couple of legacy Marriott ones that make every excuse possible to deny and I finally had enough to open a case with Corporate on them.
If we, as frequent guests, don't call these properties and their crap management out on these shenanigans, then nothing will change.
Nov 3, 2018, 6:11 pm
#77
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
Nov 4, 2018, 4:01 pm
#78
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,107
Checked w/ FDC last night & she said it showed 4pm c/o in my reservation. No knock or call by housekeeping, so that was good. Checked out about 3:15pm as I wanted to see the folio & see if it was correct (sigh - not quite, they assure me it will post correctly we'll see). I mentioned the FDC yest saying something had changed & Plat doesn't get 4pm. Today's FDC said it had changed & G-1pm & P-2pm. I again pointed out that MAR T&Cs are quite clear that Plats get 4pm c/o & she then said they honor 4pm, especially for repeat guests. So this hotel may be a YVMV, but they will honor it if you push a bit (which one shouldn't have to do). Now we'll see if the night/points credit post correctly (me thinks they won't & I mentioned it to her & she said she'd give the info to a manager to make sure they do - uh ok.).
Cheers.
Cheers.
Nov 4, 2018, 6:23 pm
#79
FlyerTalk Evangelist
Join Date: Apr 2008
Location: LGA/JFK/EWR
Programs: UA 1K1.75MM, Hyatt Globalist, abandoned Marriott LTT (RIP SPG), Hertz PC
Posts: 21,167
It's too bad Marriott removed email addresses from hotel pages, otherwise we could email hotels links of their own program T&Cs since they don't know the rules...SMH...
Nov 4, 2018, 6:56 pm
#80
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Burn up their fax paper!!! They should have copies already, why should they read an email? Better to report them to MR, maybe if they get tired of hearing about it they will send out new training material.
Nov 4, 2018, 7:40 pm
#81
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,450
Nov 5, 2018, 9:14 am
#82
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,107
Cheers.
Nov 5, 2018, 11:24 am
#83
Join Date: Jan 2015
Programs: Marriott Platinum Elite; Hilton Diamond
Posts: 201
Today's FDC said it had changed & G-1pm & P-2pm. I again pointed out that MAR T&Cs are quite clear that Plats get 4pm c/o & she then said they honor 4pm, especially for repeat guests. So this hotel may be a YVMV, but they will honor it if you push a bit (which one shouldn't have to do). Now we'll see if the night/points credit post correctly (me thinks they won't & I mentioned it to her & she said she'd give the info to a manager to make sure they do - uh ok.).
Cheers.
Cheers.
Nov 5, 2018, 11:37 am
#84
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
This sounds like the same game I go thru with the Fairfield Inn Vernon BC where the front desk called me at 1205 pm to ask if I needed assistance to pack up.
Nov 9, 2018, 4:14 pm
#85
Join Date: Jan 2003
Location: San Francisco, CA
Posts: 1,394
Another question...i spoke with the front desk at the JW Marriott in Santa Monica and was told "we are a resort so no late checkout guarantee." When I asked where i could find this information on the website that they were a resort and not subject to the late checkout guarantee the FDC put me on hold to find out. Then she came back on and said "I don't know where it says on the website but i've been trained that we cannot honor late checkout because we are a resort." When I pushed she then simply said "we only have 175 rooms and a 4PM check in so we can't offer late check-out." Frankly sounds to me like they are using the resort as an excuse.
For reference, the website header indicates it is a hotel (Marriott.com/ JW Marriott / Santa Monica / Hotel) and when you use the marriott filter for "resorts" this property does not show up.
Lurkers, would appreciate your input on whether this is in fact classified as a resort. I'd also echo comments in another thread regarding the need for a) transparency on the website regarding which properties are resorts and b) some kind of standards or criteria for when a hotel can be deemed a resort. "we are only 175 rooms" does not seem like a good reason to classify a property as a resort.
For reference, the website header indicates it is a hotel (Marriott.com/ JW Marriott / Santa Monica / Hotel) and when you use the marriott filter for "resorts" this property does not show up.
Lurkers, would appreciate your input on whether this is in fact classified as a resort. I'd also echo comments in another thread regarding the need for a) transparency on the website regarding which properties are resorts and b) some kind of standards or criteria for when a hotel can be deemed a resort. "we are only 175 rooms" does not seem like a good reason to classify a property as a resort.
Nov 9, 2018, 4:20 pm
#86
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
...Lurkers, would appreciate your input on whether this is in fact classified as a resort. I'd also echo comments in another thread regarding the need for a) transparency on the website regarding which properties are resorts and b) some kind of standards or criteria for when a hotel can be deemed a resort. "we are only 175 rooms" does not seem like a good reason to classify a property as a resort.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Nov 9, 2018, 4:25 pm
#87
Join Date: Jan 2003
Location: San Francisco, CA
Posts: 1,394
We would be glad to check, but for clarity, are we talking about the JW Marriott Santa Monica Le Merigot? TIA
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Nov 9, 2018, 4:31 pm
#88
Join Date: Jan 2003
Location: San Francisco, CA
Posts: 1,394
I also just called the Courtyard Santa Monica. The front desk clerk there waffled between "it's only available based on occupancy" and "if you are a platinum premier it should be no problem." Given the inability to confirm on the website and the lack of a truly firm answer from the front desk, can you also confirm that the Courtyard Santa Monica is not a resort or conference property and i should be able to get a guaranteed 4PM checkout. Sorry to be a pain, but now that we are travelling with a toddler that naps between 1:30 and 3:30 i have a new appreciation for the late checkout benefit. Thank you!
Nov 9, 2018, 4:42 pm
#89
Join Date: Sep 2006
Location: DEN
Programs: MR PP, UA Silver, SW A-List, HH Diamond
Posts: 345
This whole cryptic "is it really a regular hotel/resort/conference hotel?" is just silly. How hard is it to have a searchable list on the web for all to see? Would save a lot of headaches.
Rant over.
Rant over.
Nov 9, 2018, 4:46 pm
#90
Join Date: Jan 2003
Location: San Francisco, CA
Posts: 1,394
There is a searchable list. it's called the "resort" filter on the marriott website. But apparently this does not correspond to the double secret list of "resort" properties for late checkout purposes.