manico

I've noticed on my last few reservations on the Marriott website, that even though I've logged in and making my reservation as a Platinum elite, that when I get to the final page before confirmation (showing room type, payment, etc) that they have specifically noted that my room type is not guaranteed (as well as my requests for Foam pillows----which is a whole other isssue). Is it possible that this happened but you didn't catch it before confirming? Even if it was guaranteed, it seems like Marriott doesn't care anymore unless maybe you are at the Ambassador level. Just my thoughts......

MSPeconomist

They don't care if you're at the Ambassador level either.

Jon Maiman

Some people value their sleep especially when they have a very limited window to do so. There have been times when I have been on the road for extended periods of time, working 16+ hour days, and arriving late at night into a new destination. At that point I want and need sleep to be functional the next day. If the room is still reasonably clean but the bed types are wrong, I probably won't say anything until morning. Because I value sleep, one of the basic services a hotel is supposed to provide is a place to sleep, doesn't mean I am satisfied with being given the wrong bed type and it was okay for the hotel to do so. Fortunately in my almost 2000 nights of Marriott stays, I have very rarely had to deal with this situation.

Upon further reflection, I can see a middle of the road approach when arriving late at night. Call down to the front desk from the room and report the incorrect room type. If it is an honest mistake, the hotel should be able to move you to the correct room type quickly and easily (or admit they made a mistake and no longer have that room type available and grant the compensation). If there is any pushback from the front desk that is likely to result in a time consuming argument, than table the discussion until the next morning and take it up then. E.g. still leave yourself time to sleep so you can function the next day. Furthermore, if you're under tight time constraints to leave the next day, as long as you make an honest attempt to notify the property before departing, it should be okay to take it up later over the phone if a quick resolution can't be achieved. The initial notification and request definitely must be made before leaving the property. The final resolution may not occur until later after departure. If you leave without notifying the property and making your compensation request at all, then at the that point it is implied consent and there is no longer a basis to file a complaint.

For me, I just want to be treated well at properties. I don't want to have any issues where compensation would be appropriate. I have very rarely asked for or received compensation. Hard to remember exactly how many times over the years, but I am pretty sure it has been less than 10, probably less than 5 times I have gotten compensation. I have had to pushback on a property more often than that, but even that has been rare as well. When I have pushed back for room type or room location, it has generally been honored, sometimes more pushback is required than others.

Once in a while at a property I was staying at regularly at the time, unsolicited they asked for my opinion and how satisfied I was at check in time on one of the visits. With one property in particular, at that point I gave them honest feedback that they never seemed to upgrade elite members to a better room. This was a RI and I started getting upgrades from a studio to a one bedroom after that most of the time. If they had never asked, I would have never mentioned anything. Upgrades are nice but are not guaranteed by the program.

It all comes down to the vibe the property wants to project. If I feel I am generally being treated well I am unlikely to point out any small service misses or small program benefit misses. If I don't feel I am generally being treated well, I am more likely to be a stickler for the rules and pushback harder. Of course for some random property your only staying at one time for one night, it is hard to know how they generally treat people. I have had many stays like that as well. For areas I do visit again, I do remember which properties treat me better and I try to direct my future stays to them even if their rates are slightly higher.

--Jon

ymx

Can someone explain how the bed type guarantee works? I just checked into a hotel in the US for a conference that had a group rate that was booked directly through Marriott.

When booking the rooms they were not specific as either Kings or Doubles - no ability to choose bed type.

I’m Titanium and In my Marriott preferences I specify King bed type.

At checkin I’m given two doubles. A drag because I’m traveling with my wife. I try to get them to move me but hotel is sold out. I try to invoke the guarantee and they tell me that because the room block was run of house they can’t guarantee it and the guarantee doesn’t apply.

The terms don’t say anything about exceptions for room blocks or events - in fact they say that as long as my Member number and preference are in my profile it will be honored.

Any help appreciated!

Segments

T&C says it must be in your reservation. Being in your profile is insufficient. You booked Run of the House, hence no bed type to guarantee.

Segments

KRSW

In situations like this, the best solution is to book early and reach out to the hotel directly as soon as possible. I find that conferences tend to have more higher-level status members staying than normal, so get your requests in early and don't be surprised when it's full.

yyzflyer

I am currently a week and a half into a 51-night trip, similar to every year at this time and currently at hotel #5 so far. I carry printouts of all my confirmations in a binder in case a disagreement should arise. Almost half of this year's confirmations contain the disclaimer "Sold out/Not guaranteed: 1 King Bed" just above the Summary of Charges. Under Room Type on every one is: "Guest room, I King" - exactly what I reserved. I have had no issues at all and have received what I booked, but would suggest this notice would allow a given hotel to weasel out of any guarantee.

ymx

This language isn't clear to me. What does it mean to be "included with the reservation"? The "Elite Member’s Membership Number, Elite membership status, and bed type preferences" are part of your member profile itself. This is how I read the terms.

This is backed up on this blog article, where it says "Marriott guarantees that you’ll receive your preferred room type (as set in your Marriott Rewards profile)":
https://frequentmiler.boardingarea.c...lite-benefits/

Could the Marriott Bonvoy Lurker weigh in here?

Marriott Bonvoy Lurker II

Hi ymx,

Could you please provide your reservation details to us via private mail here or by email below so that we may check if the benefit applies for your reservation?

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]

flying_fozzy

I have not had to make use of the elite benefit guarantee (most times I am not that fussed), but tonight I noticed it.

Booked a hotel around 3-4 hours before arrival, choosing a hotel I had stayed at previously. Online app booking made, with points, but no online checkin made.

Light queue on arrival, all lines busy, so was called over to a lady at the mobile checkin desk who was doing something else. Took her a few minutes to finish up and start with my booking. No mention of status, exec‘ lounge, breakfast amenity or what welcome gift I would like. I didn‘t mention anything immediately, went to room and dropped off the bags before coming back downstairs for a drink at the bar. As I was passing the desk I mentioned to one of the staff the situation. They told me to swing by after I had finished up.

Upon doing so I was told that I did online check-in (not true) and that would automatically default to points. Is this true? The staff member who checked me in also made a comment that because I had stayed there before that they apply the same as previous stays?

I don’t know if any of this is just staff covering up a mistake and hoping that I would just go away?

Is this an example of needing to push a bit harder to get the cash? Or, is there merit in what the members of staff said?

yyzflyer

What type of property? I know at Courtyards using mobile check-in usually locks in the points vs. the $10 (or $20 if two) credit.

flying_fozzy

renaissance. I popped next door to another Marriott property (better food and bar) and asked at the desk. They said that mobile checkin should still make the person at the desk ask the same questions.

the plot thickens.

yorkboy24

It does say when you do mobile check in that you’ll get the points unless you tell them upon arrival so in the case of online check in you won’t be eligible for the welcome guarantee.

flying_fozzy

as stated, I did not complete mobile check in.