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 9, 2018, 4:50 pm
#91
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
This is not a resort.
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, 4:52 pm
#92
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
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!
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Nov 9, 2018, 4:58 pm
#93
Join Date: Jan 2003
Location: San Francisco, CA
Posts: 1,394
This is not a resort.
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, 5:04 pm
#94
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Nov 9, 2018, 5:24 pm
#96
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
IMO for it to be a real “guarantee,” there should be a defined penalty like with some of the other guarantees, such as cash, points, etc. Right now it seems to just be a matter of how hard do you want to push it. Maybe if you push hard enough they’ll give in, but for every guest that pushes back there’s probably a few that relent.
Nov 12, 2018, 2:53 pm
#97
Join Date: Sep 2011
Programs: Delta DM 1MM, AA EXP, Marriott Titanium, Hertz President Circle, Hilton Gold, Omni Black,
Posts: 32
The above Hagaphus story is absurd. In my experience Marriott Corporate will side with property owners/managers/franchisees over even the most elite of elites in most cases, which is precisely why I was an SPG refugee for the final couple of years there.
Having said all that, with the big brute and all, is it safe to assume you made quite a fuss upon discovering your bagged property? Either way, probably don't set your expectations too high with the Corp folk...
Having said all that, with the big brute and all, is it safe to assume you made quite a fuss upon discovering your bagged property? Either way, probably don't set your expectations too high with the Corp folk...
Nov 12, 2018, 4:13 pm
#98
Join Date: Jun 2015
Posts: 343
I'm not telling you to sue, but I would recommend talking to a lawyer and getting them to send a certified letter on your behalf to the property. You have proof (mobile check-in), you were than rekeyed. If nothing else they committed an act of Conversion. There behavior was egregious.
Nov 12, 2018, 4:22 pm
#99
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
IME the first response is usually backing the property. However, when I have pushed the issue, especially knowing how the property responded, and escalated to a supervisor/manager and gotten someone that can see through some of the BS and corrected the situation. Worst case the complaint goes on file and as they get more and more the trend will unfold. Unfortunately, today's CSRs are more customer service rejectors than the customer advocates we used to see in earlier days. Only you can decide how much effort you wish to put into this, but it might be worth at least one more go.
Nov 12, 2018, 5:37 pm
#100
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
Nov 12, 2018, 7:23 pm
#101
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
care to share the response you got? I’m curious how they can back removing your belongings with the DND sign on in the first place, then basically kicking you out before your (re)confirmed checkout time.
Nov 13, 2018, 9:23 am
#102
Join Date: Jan 2015
Programs: Marriott Platinum Elite; Hilton Diamond
Posts: 201
It's easy to determine whether a Marriott property is officially a Hotel or Resort. When you bring up each hotel's website at Marrriott.com, a line at (or near) the top will show something like this:
Marriott.com / Autograph Collection / Honolulu / Hotel
Marriott.com / The Luxury Collection / Honolulu / Resort
Marriott.com / Courtyard / Honolulu / Hotel
In the examples above, the first and third (The Laylow and the Courtyard Waikiki) are officially classified as Hotels, while the second (The Royal Hawaiian) is officially classified as a Resort.
There are properties classified as a Resort that don't have Resort in their name, such as the Renaissance Orlando at SeaWorld, so you cannot go by the name. However, in this case, the hotel's website at Marrriott.com shows:
Marriott.com / Renaissance Hotels / Orlando / Resort
If a hotel claims to be a Resort for late check-out purposes, but is officially a Hotel, the hotel website should ultimately settle that discussion.
I'm not aware of a similar, foolproof way to identify Convention properties. I don't think the quoted website provides a definitive list (but I could be wrong). It's easy to consider properties such as the new Marriott Marquis at McCormick Place in Chicago as a Convention hotel. And it's easy to consider that a suburban Courtyard with a single 400-square-foot meeting room and no convention center for many miles around is not a Convention hotel. But there's a large middle ground of hotels with substantial meeting facilities or with close proximity to a convention center.
Marriott.com / Autograph Collection / Honolulu / Hotel
Marriott.com / The Luxury Collection / Honolulu / Resort
Marriott.com / Courtyard / Honolulu / Hotel
In the examples above, the first and third (The Laylow and the Courtyard Waikiki) are officially classified as Hotels, while the second (The Royal Hawaiian) is officially classified as a Resort.
There are properties classified as a Resort that don't have Resort in their name, such as the Renaissance Orlando at SeaWorld, so you cannot go by the name. However, in this case, the hotel's website at Marrriott.com shows:
Marriott.com / Renaissance Hotels / Orlando / Resort
If a hotel claims to be a Resort for late check-out purposes, but is officially a Hotel, the hotel website should ultimately settle that discussion.
I'm not aware of a similar, foolproof way to identify Convention properties. I don't think the quoted website provides a definitive list (but I could be wrong). It's easy to consider properties such as the new Marriott Marquis at McCormick Place in Chicago as a Convention hotel. And it's easy to consider that a suburban Courtyard with a single 400-square-foot meeting room and no convention center for many miles around is not a Convention hotel. But there's a large middle ground of hotels with substantial meeting facilities or with close proximity to a convention center.
So this brings up a few questions.
1) The Las Vegas Cosmopolitan is only listed as a hotel. Both via the website header & by the directory with the filter. In fact there are only 3 resorts showing in the state of Nevada. Is this accurate? The only reason I ask this is because a previous post on here someone said they got a 2pm checkout no problem there, even though it was a resort. Maybe it’s not a resort? Anyone want to confirm this for me?
Marriott.com / autograph collection / Las Vegas / hotel
2) When I do the hotel directory search with the filters. It only shows 5 conference center hotels in the entire Marriott system. Is this accurate? It doesn’t seem so.
Nov 13, 2018, 9:30 am
#103
Join Date: Jan 2015
Programs: Marriott Platinum Elite; Hilton Diamond
Posts: 201
This is not a resort either. There is no classification for it being a conference center either, so if you are denied a 4 PM late check-out, open a customer service file.
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 13, 2018, 9:47 am
#104
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
So this brings up a few questions.
1) The Las Vegas Cosmopolitan is only listed as a hotel. Both via the website header & by the directory with the filter. In fact there are only 3 resorts showing in the state of Nevada. Is this accurate? The only reason I ask this is because a previous post on here someone said they got a 2pm checkout no problem there, even though it was a resort. Maybe it’s not a resort? Anyone want to confirm this for me?
Marriott.com / autograph collection / Las Vegas / hotel
2) When I do the hotel directory search with the filters. It only shows 5 conference center hotels in the entire Marriott system. Is this accurate? It doesn’t seem so.
Nov 13, 2018, 10:11 am
#105
Join Date: Nov 2014
Location: New York
Programs: MB-LTT , HH-Diam., HGP-Expl.
Posts: 778
If there was a disagreement about whether or not late checkout was a benefit, I could understand the hotel charging you for 1/2 the daily rate for the additional hours that you kept the room or even for the full night, but there is no excuse for removing your belongings. Unlike removing emptying your room and potentially damaging your belongings, billing issues can be resolved relatively amicably once the actual policy is confirmed with the parent company. I have trouble imagining a reasonable explanation for what happened to you.