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Originally Posted by HNLbasedFlyer
(Post 31080323)
I'm quite frankly surprised that when you all check in, you don't simply ask the FD what bed type they gave you if they don't proactively tell you. I always ask what kind of room and bed type - it is automatic for me.
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If my confirmation email said King, I assume it will be king. Why do I still need to ask to confirm again at check in?
If I receive the wrong bed type, then I would pick up the phone and address the issue. |
Originally Posted by blueflyer3
(Post 31079824)
The BBB is a joke. They're the pre-internet version of Yelp, extorting membership fees to remove bad reviews.
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The purpose of the welcome choice guarantee is not to creat gotcha-type situations so that if a FD agent fails to say some sacramental words at a specified moment one gets to earn some cash and some points. Its purpose is to make sure guests do receive, and choose, the welcome amenity. So if the choice is made and the welcome amenity received, even at a later moment during the stay, there should no pay out.
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It doesn't seem like they offered him anything during the short stay. I'd pursue this with the GM on a principle.
But if they offer you 5,000 or more points, I'd take the points as a fair compensation as they have more value than the $25! |
Originally Posted by allset2travel
(Post 31081805)
If my confirmation email said King, I assume it will be king. Why do I still need to ask to confirm again at check in?
If I receive the wrong bed type, then I would pick up the phone and address the issue. Assume - They make a (well I can't go on) Google it. |
The only burden on the customer is to book and pay for what they want...in this case a K bed. There is zero duty for the customer to complain immediately if they don't receive what they paid for. This is 100% a situation where either by accident or on purpose, the hotel provides the wrong bed type in the hope that the customer won't complain - usually because they have overbooked kings. Whenever they get called on it, evening or morning, its still a violation.
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Originally Posted by Score8
(Post 31083512)
The only burden on the customer is to book and pay for what they want...in this case a K bed. There is zero duty for the customer to complain immediately if they don't receive what they paid for. This is 100% a situation where either by accident or on purpose, the hotel provides the wrong bed type in the hope that the customer won't complain - usually because they have overbooked kings. Whenever they get called on it, evening or morning, its still a violation.
Originally Posted by allset2travel
(Post 31081805)
If my confirmation email said King, I assume it will be king. Why do I still need to ask to confirm again at check in?
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Originally Posted by GoPhils
(Post 31083543)
It's a "violation," but they didn't really have a chance to correct it which seems to at least be the spirit of the guarantee. That's like complaining about your food at a restaurant after you ate it all.
It's nothing like complaining about food at a restaurant. There's no subjectivity at issue, either the room is of the bed-type that you booked, or it isn't. |
Originally Posted by etsmyers
(Post 31079278)
In my 17 years of elite status, I never have had to invoke a guarantee. Last night checked into the Fairfield inn, Dover, DE. No mention of elite status. Got to my room, 2dbl and I always book a K. scrolling through I find my confirmation for a K. This am, prior to departing, I discuss it with FD manager who blames the system. I then tell her I am entitled to cash compensation for failure to acknowledge status and also the incorrect room type. She does not believe me and says she will give me points. I produce the elite guarantee page and her only reply is that she will not give me cash until her manager comes in, unknown time. I had to leave. I had allocated 15 minutes for this discussion and we were now at 20. Now the kicker. I call the illustrious elite line. They say I booked 2 dbl. I tell her I have my confirmation for 1K, oh. She says they will notify the property. Now I am not local. It’s not like I can drive 3 hours to collect $25. next thoughts? Do I say screw it? I had to call Marriott about something else a couple days later and mentioned the matter to them. The rep opened a case and about six weeks later a check for $25 from Marriott corporate showed up at my house. |
Originally Posted by GoPhils
(Post 31083543)
It's a "violation," but they didn't really have a chance to correct it which seems to at least be the spirit of the guarantee. That's like complaining about your food at a restaurant after you ate it all.
Guaranteed Room Type: When making a reservation, be sure to note your Member number and room/bed preferences. We’ll always honor your bed type request at our locations throughout the U.S. and Canada. Everywhere else, smoking/non-smoking preferences are honored based on availability; exact bed sizes may vary, and only Titanium Elite members will have guaranteed priority for their requested type of bed and room. If guarantee is not met, guest compensation applies. Guaranteed Platinum Elite/Titanium Elite Welcome Gift: Check out this when you check in: As a Platinum or Titanium Elite member, you’ll receive a special gift upon arrival at participating hotels, with a choice of an amenity gift or points. If guarantee is not met, guest compensation applies. |
Originally Posted by Beltway2A
(Post 31083585)
If the "guarantee" required giving the property opportunity to cure, that would be in the guarantee. The fact that it's not speaks for itself.
It's nothing like complaining about food at a restaurant. There's no subjectivity at issue, either the room is of the bed-type that you booked, or it isn't. I do agree that technically based on the wording, OP could probably invoke the guarantee. But it doesn't necessarily seem fair to the property since they didn't seem to really know it was an issue until after the fact. |
Originally Posted by GoPhils
(Post 31084297)
OK not complaining about the quality of the food, but complaining that you were given the wrong food.
I do agree that technically based on the wording, OP could probably invoke the guarantee. But it doesn't necessarily seem fair to the property since they didn't seem to really know it was an issue until after the fact. The guarantee is that you get the bed type you reserved, or you get $X. When OP didn't get the room type he reserved, the property broke the guarantee and was due to pay. Their ignorance of their own error isn't a defense. If Marriott wanted the property to have an opportunity to cure, it would be part of the terms. There are no shades of gray here, the rules are perfectly clear. |
Originally Posted by Beltway2A
(Post 31084344)
You keep throwing out alternate scenarios that aren't like what actually happened to the OP. Your assertion that "it doesn't necessarily seem fair to the property since they didn't know" is false.
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Originally Posted by GoPhils
(Post 31084297)
OK not complaining about the quality of the food, but complaining that you were given the wrong food.
I do agree that technically based on the wording, OP could probably invoke the guarantee. But it doesn't necessarily seem fair to the property since they didn't seem to really know it was an issue until after the fact. From the consumer point of view, it's not fair to the OP having did his part to become elite, book on Marriott.com, and pay the published rate only to be met with non-complying accommodations! |
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