Marriott Elite Reservation Guarantee
#1
Original Poster
Join Date: Sep 2017
Posts: 56
Marriott Elite Reservation Guarantee
Received an email earlier today that I am being walked from a confirmed reservation next Friday night because the hotel is oversold. The hotel will be paying for my night elsewhere, but I was told by one of their reps that I'm not eligible to receive the $100 in extra compensation described in the benefits for Gold Elite members because this TownePlace is only a "select" and not a "full-service" location.
I don't see anything in the T&C differentiating within a given brand. Is the rep wrong? And who should I follow up with, a manager at the hotel that isn't honoring my reservation or the general Marriott Rewards number?
Thanks.
I don't see anything in the T&C differentiating within a given brand. Is the rep wrong? And who should I follow up with, a manager at the hotel that isn't honoring my reservation or the general Marriott Rewards number?
Thanks.
#2

Join Date: May 2012
Location: YOW
Programs: UA*1K, Marriott Titanium (LTP), Hilton Gold, Hertz PC
Posts: 1,663
Looks very clear to me... $100 and 90k points if you're Plat or higher.
https://www.marriott.com/loyalty/mem...s/guarantee.mi
https://www.marriott.com/loyalty/mem...s/guarantee.mi
#3
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
Looks very clear to me... $100 and 90k points if you're Plat or higher.
https://www.marriott.com/loyalty/mem...s/guarantee.mi
https://www.marriott.com/loyalty/mem...s/guarantee.mi
But OP is gold which suggests there is no $100 and 90k points entitlement.
#4
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: SouthWest A-List; AA Plat/2MM; Marriott LT Titanium; IHG Plat; Hilton Diamond; Hyatt Discoverist
Posts: 11,469
The full T&C can be found at https://www.marriott.com/loyalty/terms/default.mi
Read specifically section 4.3 (a) - 90K points is given to any elite that is walked. The difference is for $100 for a non-FS hotel and $200 for a FS hotel. Note that Plat and above also have walk coverage at RC and St. Regis hotels, but all elites have coverage for the other listed hotel brands (which does include TPSes).
Read specifically section 4.3 (a) - 90K points is given to any elite that is walked. The difference is for $100 for a non-FS hotel and $200 for a FS hotel. Note that Plat and above also have walk coverage at RC and St. Regis hotels, but all elites have coverage for the other listed hotel brands (which does include TPSes).
#5
Join Date: Feb 2011
Location: YXT
Programs: AC*E50, SPG Plat,
Posts: 535
The full T&C can be found at https://www.marriott.com/loyalty/terms/default.mi
Read specifically section 4.3 (a) - 90K points is given to any elite that is walked. The difference is for $100 for a non-FS hotel and $200 for a FS hotel. Note that Plat and above also have walk coverage at RC and St. Regis hotels, but all elites have coverage for the other listed hotel brands (which does include TPSes).
Read specifically section 4.3 (a) - 90K points is given to any elite that is walked. The difference is for $100 for a non-FS hotel and $200 for a FS hotel. Note that Plat and above also have walk coverage at RC and St. Regis hotels, but all elites have coverage for the other listed hotel brands (which does include TPSes).
#6
Company Representative - Starwood
Join Date: Aug 2011
Programs: SPG
Posts: 713
Received an email earlier today that I am being walked from a confirmed reservation next Friday night because the hotel is oversold. The hotel will be paying for my night elsewhere, but I was told by one of their reps that I'm not eligible to receive the $100 in extra compensation described in the benefits for Gold Elite members because this TownePlace is only a "select" and not a "full-service" location.
I don't see anything in the T&C differentiating within a given brand. Is the rep wrong? And who should I follow up with, a manager at the hotel that isn't honoring my reservation or the general Marriott Rewards number?
Thanks.
I don't see anything in the T&C differentiating within a given brand. Is the rep wrong? And who should I follow up with, a manager at the hotel that isn't honoring my reservation or the general Marriott Rewards number?
Thanks.
The information provided by the representative is correct.
Based on the clause 4.3.a.iii, if an Elite Member has a confirmed reservation, but is relocated from the property upon arrival, the Participating Property will pay the Ultimate Reservation Guarantee compensation in place on that date under the Program Rules. If an Elite Member receives Ultimate Reservation Guarantee compensation, then he/she is not eligible to receive additional Elite Benefits Guarantee compensation.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
#7
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: SouthWest A-List; AA Plat/2MM; Marriott LT Titanium; IHG Plat; Hilton Diamond; Hyatt Discoverist
Posts: 11,469
#8
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,075
The information provided by the representative is correct.
Based on the clause 4.3.a.iii, if an Elite Member has a confirmed reservation, but is relocated from the property upon arrival, the Participating Property will pay the Ultimate Reservation Guarantee compensation in place on that date under the Program Rules. If an Elite Member receives Ultimate Reservation Guarantee compensation, then he/she is not eligible to receive additional Elite Benefits Guarantee compensation.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
Based on the clause 4.3.a.iii, if an Elite Member has a confirmed reservation, but is relocated from the property upon arrival, the Participating Property will pay the Ultimate Reservation Guarantee compensation in place on that date under the Program Rules. If an Elite Member receives Ultimate Reservation Guarantee compensation, then he/she is not eligible to receive additional Elite Benefits Guarantee compensation.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
The property hasn’t paid the Ultimate Reservation guarantee if they don’t give OP $100.
OP, I would first follow up with the hotel and link them to the MR page stating that the required compensation for TownePlace Suites is $100 in addition to paying for the other hotel. They may end up magically finding you a room after all.
#9
Original Poster
Join Date: Sep 2017
Posts: 56
The information provided by the representative is correct.
Based on the clause 4.3.a.iii, if an Elite Member has a confirmed reservation, but is relocated from the property upon arrival, the Participating Property will pay the Ultimate Reservation Guarantee compensation in place on that date under the Program Rules. If an Elite Member receives Ultimate Reservation Guarantee compensation, then he/she is not eligible to receive additional Elite Benefits Guarantee compensation.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
Based on the clause 4.3.a.iii, if an Elite Member has a confirmed reservation, but is relocated from the property upon arrival, the Participating Property will pay the Ultimate Reservation Guarantee compensation in place on that date under the Program Rules. If an Elite Member receives Ultimate Reservation Guarantee compensation, then he/she is not eligible to receive additional Elite Benefits Guarantee compensation.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
The Ultimate Reservation Guarantee states, "If a Participating Property is unable to honor the reservation, it will pay for comparable accommodation nearby for the Elite Member that night and compensate the Member for the inconvenience."
The property in question is fulfilling the first portion of the guarantee by providing a room at another area hotel; my question is in relation to the "...and compensate the Member for the inconvenience" clause. Specifically, the guest compensation for the TownePlace Suites brand is listed as $100 plus 90,000 points for Platinum members. As a Gold, I am not entitled to the points, but it seems I should have $100 coming my way, as there is nothing in the T&C that further differentiate between full-service and other types of properties within the TownePlace brand, as the rep suggested.
#10
Company Representative - Starwood
Join Date: Aug 2011
Programs: SPG
Posts: 713
I appreciate your response. However, my inquiry isn't related to the Elite Benefits Guarantee.
The Ultimate Reservation Guarantee states, "If a Participating Property is unable to honor the reservation, it will pay for comparable accommodation nearby for the Elite Member that night and compensate the Member for the inconvenience."
The property in question is fulfilling the first portion of the guarantee by providing a room at another area hotel; my question is in relation to the "...and compensate the Member for the inconvenience" clause. Specifically, the guest compensation for the TownePlace Suites brand is listed as $100 plus 90,000 points for Platinum members. As a Gold, I am not entitled to the points, but it seems I should have $100 coming my way, as there is nothing in the T&C that further differentiate between full-service and other types of properties within the TownePlace brand, as the rep suggested.
The Ultimate Reservation Guarantee states, "If a Participating Property is unable to honor the reservation, it will pay for comparable accommodation nearby for the Elite Member that night and compensate the Member for the inconvenience."
The property in question is fulfilling the first portion of the guarantee by providing a room at another area hotel; my question is in relation to the "...and compensate the Member for the inconvenience" clause. Specifically, the guest compensation for the TownePlace Suites brand is listed as $100 plus 90,000 points for Platinum members. As a Gold, I am not entitled to the points, but it seems I should have $100 coming my way, as there is nothing in the T&C that further differentiate between full-service and other types of properties within the TownePlace brand, as the rep suggested.
To be eligible, Member's Loyalty Program Member Number and a valid credit card number must be included with the reservation. If a Participating Property is unable to honor the reservation, it will pay for comparable accommodation nearby for the Elite Member that night and compensate the Member for the inconvenience. A Participating Property must be open and operational for the Ultimate Reservation Guarantee benefit/compensation to apply.
Indeed, Gold Elite members relocated from Towneplace properties will have the accommodation compensated that night as well as a USD100 compensation.
If hotel just arranged and paid for comparable accommodation nearby for you on that night but did not compensate you, please PM us your information or send details to us by below email address.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
#12
Original Poster
Join Date: Sep 2017
Posts: 56
I am sorry to make you confused.
To be eligible, Member's Loyalty Program Member Number and a valid credit card number must be included with the reservation. If a Participating Property is unable to honor the reservation, it will pay for comparable accommodation nearby for the Elite Member that night and compensate the Member for the inconvenience. A Participating Property must be open and operational for the Ultimate Reservation Guarantee benefit/compensation to apply.
Indeed, Gold Elite members relocated from Towneplace properties will have the accommodation compensated that night as well as a USD100 compensation.
If hotel just arranged and paid for comparable accommodation nearby for you on that night but did not compensate you, please PM us your information or send details to us by below email address.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
To be eligible, Member's Loyalty Program Member Number and a valid credit card number must be included with the reservation. If a Participating Property is unable to honor the reservation, it will pay for comparable accommodation nearby for the Elite Member that night and compensate the Member for the inconvenience. A Participating Property must be open and operational for the Ultimate Reservation Guarantee benefit/compensation to apply.
Indeed, Gold Elite members relocated from Towneplace properties will have the accommodation compensated that night as well as a USD100 compensation.
If hotel just arranged and paid for comparable accommodation nearby for you on that night but did not compensate you, please PM us your information or send details to us by below email address.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
#13
Join Date: Apr 2010
Location: SCQ,MEX,LED
Programs: tk gold, lh ftl, ab gold
Posts: 341
Hi, need to clarify one thing.
If i booked a room and the room is not available (other room types are, but not one i booked, which is a suite), does the Platinum guarantee means that
1) the hotel has to refund me the cost of the stay PLUS pay for my accommodation at a nearby hotel PLUS compensate, depending on the brand
OR
2) pay for my accommodation at a nearby hotel PLUS compensate, depending on the brand, without refunding the cost of my original stay?
Let me know
Thanks
If i booked a room and the room is not available (other room types are, but not one i booked, which is a suite), does the Platinum guarantee means that
1) the hotel has to refund me the cost of the stay PLUS pay for my accommodation at a nearby hotel PLUS compensate, depending on the brand
OR
2) pay for my accommodation at a nearby hotel PLUS compensate, depending on the brand, without refunding the cost of my original stay?
Let me know
Thanks
#14
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,009
Hi, need to clarify one thing.
If i booked a room and the room is not available (other room types are, but not one i booked, which is a suite), does the Platinum guarantee means that
1) the hotel has to refund me the cost of the stay PLUS pay for my accommodation at a nearby hotel PLUS compensate, depending on the brand
OR
2) pay for my accommodation at a nearby hotel PLUS compensate, depending on the brand, without refunding the cost of my original stay?
Let me know
Thanks
If i booked a room and the room is not available (other room types are, but not one i booked, which is a suite), does the Platinum guarantee means that
1) the hotel has to refund me the cost of the stay PLUS pay for my accommodation at a nearby hotel PLUS compensate, depending on the brand
OR
2) pay for my accommodation at a nearby hotel PLUS compensate, depending on the brand, without refunding the cost of my original stay?
Let me know
Thanks
https://www.marriott.com/loyalty/mem...s/guarantee.mi
#15
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX/SFO
Programs: AA EXP; AS 75K; WN A List; UA 1K 1MM; Hyatt Globalist; Marriott AMB; Hilton Diamond (Aspire)
Posts: 45,834
None of the above.
The guaranteed room type benefit offers cash compensation depending on the property brand.
The guaranteed room type benefit offers cash compensation depending on the property brand.