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)
Sep 16, 2018, 8:18 am
#1
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: UA 1K, Hyatt Globalist, Bonvoy Titanium, Hilton Diamond
Posts: 368
4pm Elite Checkout Guarantee (General Discussion)
A little confused about the new program. Wondering is 4pm checkout guaranteed or based on availability? I am a premier platinum at a Marriott property in Miami Beach and they wouldn’t honor my 4pm checkout request citing its based on availability. Just wondering...
Sep 16, 2018, 9:55 am
#2
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,276
v. 4 p.m. Late Checkout. Platinum Elite Members 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 participating Vistana properties are excluded from this benefit.
Sep 16, 2018, 10:29 am
#3
Join Date: Sep 2006
Location: DEN
Programs: MR PP, UA Silver, SW A-List, HH Diamond
Posts: 345
It’s gauranteed 4pm unless at a resort or convention hotel. I’ve had to press a couple hotels for 4pm - a few have tried to only give 2pm, but reluctantly give in when pressed that it’s actually guaranteed. Other hotels are just great about it. I’m sure it can cause room management problems if the hotel is not with it, but that’s not the customers problem. I’m not sure what I’d do if I had to press harder. If they really want/need a platinum or above out before 4pm, I feel like offering points or cash should happen (and not be forced). I mean what happens if one were to have a 12pm Checkout, but the hotel said sorry we’re behind on cleaning, can you leave at 9am? “Uh, maybe, but not unless you refund my room rate and give me some points”.
We’ll see if this SPG legacy benefit lasts because I can see pushback from the hotels. Guarantee is very strong wording. It’s the elite benefit that I now value the most and will keep me loyal to Marriott especially on personal travel. Others might feel differently. Now that ‘50 night elite’ isn’t readily available to all with a credit card like with spg, maybe the numbers work in our favor in that ‘50 night’ elites have been significantly pared down.
As for what is a convention/resort hotel, I’m always a bit confused (outside of having resort in the name).. I did just find this website and am wondering if it’s indeed a inclusive list:
https://www.marriott.com/convention-...etwork/home.mi
We’ll see if this SPG legacy benefit lasts because I can see pushback from the hotels. Guarantee is very strong wording. It’s the elite benefit that I now value the most and will keep me loyal to Marriott especially on personal travel. Others might feel differently. Now that ‘50 night elite’ isn’t readily available to all with a credit card like with spg, maybe the numbers work in our favor in that ‘50 night’ elites have been significantly pared down.
As for what is a convention/resort hotel, I’m always a bit confused (outside of having resort in the name).. I did just find this website and am wondering if it’s indeed a inclusive list:
https://www.marriott.com/convention-...etwork/home.mi
Sep 16, 2018, 11:04 am
#4
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,276
As for what is a convention/resort hotel, I’m always a bit confused (outside of having resort in the name).. I did just find this website and am wondering if it’s indeed a inclusive list:
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.
Last edited by Horace; Sep 16, 2018 at 11:10 am
Sep 16, 2018, 11:10 am
#5
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
At some point, the Starwood Lurker posted a list of all Starwoods that were officially classified as resorts and convention hotels (for the guaranteed late checkout and perhaps other purposes).
There were many surprises, including some places that I would have thought were considered convention hotels but officially were not.
IIRC there was also a discussion about whether having the word convention or conference in the title meant that the hotel was officially convention property and whether the absence of such words means that it isn't a convention property, but I don't remember the conclusion.
There were many surprises, including some places that I would have thought were considered convention hotels but officially were not.
IIRC there was also a discussion about whether having the word convention or conference in the title meant that the hotel was officially convention property and whether the absence of such words means that it isn't a convention property, but I don't remember the conclusion.
Sep 16, 2018, 11:22 am
#6
Join Date: Sep 2017
Location: Tucson, Arizona
Programs: Hyatt Globalist; Marriott Titanium; Hilton Diamond; IHG Spire Ambassador; AA Exec Plat; UA Silver
Posts: 63
It's actually quite simple if you use the Hotel Directory Search: https://www.marriott.com/hotel-search.mi
(This page can also be found by navigating from the "Find & Reserve" menu to the "Browse by Destination" option.)
If you choose the "Filter" option, you can filter by "Convention Hotels" and/or "Resorts" to see which properties are officially classified as such.
(This page can also be found by navigating from the "Find & Reserve" menu to the "Browse by Destination" option.)
If you choose the "Filter" option, you can filter by "Convention Hotels" and/or "Resorts" to see which properties are officially classified as such.
Sep 16, 2018, 11:48 am
#7
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: UA 1K, Hyatt Globalist, Bonvoy Titanium, Hilton Diamond
Posts: 368
The best place to look for answers to questions such as this is in the Loyalty Program Terms & Conditions. For most benefits, Platinum Premier Elite has the same benefits as Platinum Elite. There are additional benefits for Platinum Premier Elite, but the late check-out benefit is the same.
v. 4 p.m. Late Checkout. Platinum Elite Members 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 participating Vistana properties are excluded from this benefit.
So the hotel did use that language to only be able to offer me 2pm checkout. So I just simply used the app and searched for multiple rooms of the same type I was in and saw there was availability. So in the app I just replied saying there is wide availability of my room type so my 4pm request should be honored. They replied, apologized and then offered me 4pm. So it definitely is worth checking for yourself and calling the hotel out for not honoring this benefit when they can. I guess they just decline everyone right off the bat hoping they won’t check for themselves. Btw this was the Marriott Stanton south beach which I don’t believe is a resort? I may be wrong...
Sep 16, 2018, 12:07 pm
#8
Join Date: Dec 2012
Location: KANSAS CITY
Programs: DL DM, MARRIOTT AMBASSADOR LIFETIME TITANIUM
Posts: 453
I always think it is funny how many hotels say they are a convention or resort hotel. Believe there should be strict guidelines. If I stay at a hotel often, I never have issues with 4 pm checkout.
Sep 16, 2018, 12:07 pm
#9
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,276
Marriott Stanton South Beach
Marriott.com / Marriott Hotels & Resorts / Miami Beach / Resort
It's officialy a Resort.
Sep 16, 2018, 12:08 pm
#10
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: UA 1K, Hyatt Globalist, Bonvoy Titanium, Hilton Diamond
Posts: 368
It's easy to check:
Marriott Stanton South Beach
Marriott.com / Marriott Hotels & Resorts / Miami Beach / Resort
It's officialy a Resort.
Marriott Stanton South Beach
Marriott.com / Marriott Hotels & Resorts / Miami Beach / Resort
It's officialy a Resort.
Ahh now I know! Didn’t catch that using mobile. Well at least I got 4pm regardless. Can’t complain then!
Sep 16, 2018, 12:09 pm
#11
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
If they call themselves a resort, they might think that it's easier to get customers to pay resort fees.
Sep 16, 2018, 12:09 pm
#12
FlyerTalk Evangelist
Join Date: Sep 1999
Location: New York, NY, USA
Posts: 12,483
https://www.marriott.com/hotels/trav...n-south-beach/
Sep 16, 2018, 12:23 pm
#13
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,276
A bigger issue of "Hotel vs Resort" under the old Rewards program was the exclusion of Resorts from the lounge/breakfast benefit at the five brands that otherwise provided it to qualified elite guests. That's been mitigated to a large extent under the new Loyalty Program.
Sep 16, 2018, 12:42 pm
#14
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
To me, it's also slimy to call your property a resort when it genuinely doesn't have (extensive) resort facilities. Management is hoping that they can save money and also have guests both pick the property and be willing to pay more because they assume that resort facilities will be provided.
Sep 16, 2018, 5:30 pm
#15
Join Date: May 2016
Location: ATL
Programs: DL GM, Marriott Titanium
Posts: 1,242
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
[...]
Marriott.com / Autograph Collection / Honolulu / Hotel
Marriott.com / The Luxury Collection / Honolulu / Resort
Marriott.com / Courtyard / Honolulu / Hotel
[...]
FWIW, for the past few years as Marriott old gold/new platinum, I've never run into a problem asking for a late checkout (sometimes until 4pm, though many times for a time in the early afternoon).