xolinlevh

This was a new one for me.

I have just returned home last night from 5 nights at this same hotel, heading back tomorrow for another 5 nights, got a email this morning from the front desk manager. They were writing to let me know that several of the rooms of the type I booked (corner king) have "sustained substantial damage". As such, they are low on that inventory but as a platinum and "subject to comp upgrades" they are offering me a -$35 rate reduction and a comp upgrade to a top floor king room (not corner). FWIW the non corner rooms are smaller, and much less desirable to me then a corner. I did a quick dummy booking and see the club kings they are offering me...as well as suites, all available. Am I wrong for pushing back for an actual upgraded room instead of the credit+downgrade? TBH the $35 a night doesn't matter to me since its a client booking, and as I'm there a week again I really favor the extra living/working space.

dcstudent

I'd reply back and ask for a suite - and in exchange - no price discount. If that doesn't work, I'd ask again at check-in.

RogerD408

Yeah, that is a different notice than I've ever seen. I'd be upset that I wasn't invited to the party that caused the damage! Since you were just there did you notice anything going on? Do you have any contact at the property? A quick call to find out what happened (if there is going to be considerable work going on you might want to be elsewhere) and maybe get one of the available rooms (repeat guests tend to get much better treatment than first timers). They may not have taken the time to remove the damaged rooms from inventory so don't rely upon the web.

ethernal

I honestly don't know how this benefit works (the wording is so poor that it makes it unclear as to exactly when it would work and what context) - but there is a "room type guarantee" that entitles you to compensation. You may try saying "upgrade me to a suite or give me the room guarantee compensation" (which I believe is paid to you and not deducted out of the room rate).

RogerD408

Not sure the guarantee applies with advance notice. MR is good about providing plenty of wiggle room in their terms that it's not difficult for them to get out of just about everything.

goldenbear

C17PSGR

Being plat, aka former gold, isn't a high priority but your advantage is they don;t have your room type (I'd speculate water damage with several corner kings impacted). I also hate the upgrade games ... like the hotel where I had booked a pool view told me that they didn't have any suite upgrades despite the ones on the website but had "upgraded" to a quiet section at the hotel by the parking garage that listed for $50 less than the room I had booked.

That being said, I'd suggest going back and saying you consider moving to the club floor to be a downgrade from the room you had booked (check size info off website) and you would have access to the club floor as a plat but that as a plat and a repeat guest, could they confirm one of the suite upgrades in advance.

I don't think the guarantee applies here.

Centurion

Is this property near a beautiful park and water?

xolinlevh

When i checked in last Sunday and was asking about an upgrade the desk agent said that they had a wedding party just check out so there were a few rooms 'not ready'. Unsure if thats at all related.....

I did reply back to the email and mention the dummy booking showing suites open the entire stay i have booked.....they then replied that was an error and they dont have any suites available...sounds like its just gonna be a battle of wits once i arrive tomorrow. They did also offer to walk me to a nearby hotel for a suite instead, tho the reason i pick this one is because its attached to the client office im going to, so...rather not have to be located further away.

RogerD408

Yes, too many put way too much faith in the webpage. It's at least two systems removed by the only one that counts and that is the property system, and even that one can't be relied upon at times. If someone forgets to tag the room as out for maintenance (or checked in as has happened) then you could be in for a surprise! If I had to guess, I'd say maybe they didn't have enough cleaning staff on hand over the weekend to turn all the rooms. I'd bet on them doing something for you maybe even changing rooms a night or two later once everything is back in play.

MSPeconomist

xolinlevh

Just arrived, and got given the downgraded room. When I pressed on upgrades or why theres no better rooms at all, i was told someone had rented out all the suites to use as conference rooms. Which seems bizarre as this is a conference hotel and has tons of actual conference rooms....but to make up for it they gave me a box of chocolates along with the downgrade.....

getagb

Personally, I would escalate to the GM and ask for the "Ultimate Reservation Guarantee" compensation (see T&C) for your particular brand. Or take the $35/night in cash instead of as a credit. If the GM declines, I would file a complaint with Marriott corporate.

MSPeconomist

RogerD408

Still sounds like a story to get you to go away. If you can spare the time, do ask to speak with the GM and see what he/she says.