Elite guarantee not honored
#17
I thought it was a fair question, not mean-spirited. If I was the GM getting an e-mail days after a stay complaining that a guest didn't get the bed type they reserved, my first question would be, "Well, it wasn't a big enough deal to say anything about it at the time, they apparently slept in the room just fine, so this sounds like just another whiner."
I'm not saying the OP isn't entitled to the room type guarantee or that the situation is fine. But we are now living with the consequences from sites like this convincing people that they are entitled to "compensation" for every little thing. I can only imagine how many spurious complaints hotel management must get on a daily basis, to the point where I can kind of understand them becoming numb to it. And sadly, when a legitimate situation comes up that calls for compassion and that old Marriott "spirit to serve", it gets lumped in with the rest.
I'm not saying the OP isn't entitled to the room type guarantee or that the situation is fine. But we are now living with the consequences from sites like this convincing people that they are entitled to "compensation" for every little thing. I can only imagine how many spurious complaints hotel management must get on a daily basis, to the point where I can kind of understand them becoming numb to it. And sadly, when a legitimate situation comes up that calls for compassion and that old Marriott "spirit to serve", it gets lumped in with the rest.
#18
Join Date: Jan 2011
Location: DTW
Programs: DL DM, National EE, Hertz PC, IHG PL, Bonvoy Amb
Posts: 1,337
I thought it was a fair question, not mean-spirited. If I was the GM getting an e-mail days after a stay complaining that a guest didn't get the bed type they reserved, my first question would be, "Well, it wasn't a big enough deal to say anything about it at the time, they apparently slept in the room just fine, so this sounds like just another whiner."
I'm not saying the OP isn't entitled to the room type guarantee or that the situation is fine. But we are now living with the consequences from sites like this convincing people that they are entitled to "compensation" for every little thing. I can only imagine how many spurious complaints hotel management must get on a daily basis, to the point where I can kind of understand them becoming numb to it. And sadly, when a legitimate situation comes up that calls for compassion and that old Marriott "spirit to serve", it gets lumped in with the rest.
I'm not saying the OP isn't entitled to the room type guarantee or that the situation is fine. But we are now living with the consequences from sites like this convincing people that they are entitled to "compensation" for every little thing. I can only imagine how many spurious complaints hotel management must get on a daily basis, to the point where I can kind of understand them becoming numb to it. And sadly, when a legitimate situation comes up that calls for compassion and that old Marriott "spirit to serve", it gets lumped in with the rest.
#19
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,399
I thought it was a fair question, not mean-spirited. If I was the GM getting an e-mail days after a stay complaining that a guest didn't get the bed type they reserved, my first question would be, "Well, it wasn't a big enough deal to say anything about it at the time, they apparently slept in the room just fine, so this sounds like just another whiner."
#20
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,273
At check-in at a Fairfield Inn in the United States, Canada, Europe, you should be offered a choice of 500 points per or a F&B item. Normally, this is preceded by a statement such as "thank you for being Platinum" or "thank you for your loyalty to Marriott," but that part is not a requirement.
There have been a number of times when I've checked in at a select service property, and the front desk agent only says, "points okay?" and I answer, "that's fine." Technically, the agent failed to offer the choices.
Sometimes, the front desk agent forgets entirely, so I bring up the subject before I leave the desk.
I've never invoked the Welcome Gift Guarantee — but I would not hesitate to do so if I felt the hotel was acting in bad faith.
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.
As far as giving you points is concerned, I assume that means she would make sure you got the 500-point Welcome Gift, which should have been offered to you the night before.
Or was she offering actual compensation points? If so, how many?
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?
next thoughts? Do I say screw it?
Also suggest to the manager that the front desk agent who helped you the night before needs some additional training.
And suggest to the manager that front desk agents should be empowered to provide compensation under the published guarantees.
It seems that the Fairfield inn in Dover, DE is a property to be avoided and not to be recommended.
Last edited by Horace; May 9, 2019 at 10:02 am
#21
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
The failure of the front dark agent to tell you that your reserved room type was not honored would be bothersome. The proper, proactive, guest-friendly procedure would be for the front desk agent to apologize, to admit that all king bed rooms have all been given to other guests, and that you're getting $25 compensation due to this. The agent could offer points as an alternative, knowing that travelers on expense accounts might prefer points. If I checked in by myself for one night, I would not be upset by such a scenario.
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#22
Join Date: Oct 2013
Location: ORD
Programs: UA Silver, Marriott Platinum/LT Platinum, Hilton Gold
Posts: 5,594
There have been way too many reported instances of bed types being wrong (going all the way back to my experience in January) and hotels blaming the system for this to be a coincidence. I believe the system is either changing or not correctly reflecting bed type at some point in the process. This may be a corporate IT issue rather than a property-specific issue.
Since I was given 2Q when I requested 1K, I've saved every confirm email and taken screen shots of the reservation so I can prove that I booked the correct room. Haven't had to use any yet, but I'm guessing that time is coming.
Since I was given 2Q when I requested 1K, I've saved every confirm email and taken screen shots of the reservation so I can prove that I booked the correct room. Haven't had to use any yet, but I'm guessing that time is coming.
#23
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
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.
Me personally, I would never intentionally stay in the wrong bed type just to invoke a guarantee.
Me personally, I would never intentionally stay in the wrong bed type just to invoke a guarantee.
#24
Join Date: Dec 2007
Location: SFO
Posts: 4,909
There have been way too many reported instances of bed types being wrong (going all the way back to my experience in January) and hotels blaming the system for this to be a coincidence. I believe the system is either changing or not correctly reflecting bed type at some point in the process. This may be a corporate IT issue rather than a property-specific issue.
Since I was given 2Q when I requested 1K, I've saved every confirm email and taken screen shots of the reservation so I can prove that I booked the correct room. Haven't had to use any yet, but I'm guessing that time is coming.
Since I was given 2Q when I requested 1K, I've saved every confirm email and taken screen shots of the reservation so I can prove that I booked the correct room. Haven't had to use any yet, but I'm guessing that time is coming.
Having said that, I also take screen shots and save all emails.
#25
Join Date: Oct 2013
Location: ORD
Programs: UA Silver, Marriott Platinum/LT Platinum, Hilton Gold
Posts: 5,594
having screenshots proves nothing by the way. It only proves that when you booked it was what you requested. One can change it between time of booking until checkin. The chances of that happening is probably not that great. But I can see hotels using this excuse to not pay out on the guarantee if they really want to go down that road.
Having said that, I also take screen shots and save all emails.
It's certainly better than having no proof. A logical hotel employee would not say that it makes sense for me to book a King, then change it to Queens, and then complain about the room when I get there. 99% of the time, they would just say "Sorry about that, we'll switch you a King right away". But I realize most people aren't very logical.
#26
Original Poster
Join Date: Jul 2006
Location: York, PA
Programs: MRSPG LT Tit, HH Diamond, Hertz Pres.
Posts: 1,737
I thought it was a fair question, not mean-spirited. If I was the GM getting an e-mail days after a stay complaining that a guest didn't get the bed type they reserved, my first question would be, "Well, it wasn't a big enough deal to say anything about it at the time, they apparently slept in the room just fine, so this sounds like just another whiner."
I'm not saying the OP isn't entitled to the room type guarantee or that the situation is fine. But we are now living with the consequences from sites like this convincing people that they are entitled to "compensation" for every little thing. I can only imagine how many spurious complaints hotel management must get on a daily basis, to the point where I can kind of understand them becoming numb to it. And sadly, when a legitimate situation comes up that calls for compassion and that old Marriott "spirit to serve", it gets lumped in with the rest.
I'm not saying the OP isn't entitled to the room type guarantee or that the situation is fine. But we are now living with the consequences from sites like this convincing people that they are entitled to "compensation" for every little thing. I can only imagine how many spurious complaints hotel management must get on a daily basis, to the point where I can kind of understand them becoming numb to it. And sadly, when a legitimate situation comes up that calls for compassion and that old Marriott "spirit to serve", it gets lumped in with the rest.
#27
Join Date: Dec 2007
Location: SFO
Posts: 4,909
but does the property know that? (And waiving your tenure as an elite will probably not get you far) I believe DJ was saying from a property perspective it may be what the managers are thinking.
#28
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,712
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.
Me personally, I would never intentionally stay in the wrong bed type just to invoke a guarantee.
Me personally, I would never intentionally stay in the wrong bed type just to invoke a guarantee.
I generally listen to what the person at the front desk has to say, give them what they need and go to my room. Sometimes things aren’t right, but more often than not they’re things the front desk have told me are fine in any case.
#29
Join Date: Feb 2017
Location: Houston
Programs: UA 1K and Million Miler, *A Gold, Marriott Bonvoy Lifetime Titanium, Hertz Five Star,
Posts: 1,301
#30
Join Date: May 2005
Location: Dulles, VA
Programs: UA Life Gold, Marriott Life Titanium
Posts: 2,757
Get the correct room type at check-in. If you book a king and they don't have any, then complain immediately. I tend to agree that if they give you a room key and you take it and they don't hear anything until the next day, then the traveler is partly at fault.