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.

The failure of the front desk 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.

I believe you can only seek compensation under one guarantee, not multiple guarantees.

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?

Call the hotel manager. In a polite but firm tone, make it clear that you invoked the Guaranteed Room Type Guarantee before you departed form the hotel. Ask for $25 to be credited to your credit card or folio. The manager should be able modify your folio. If your card has not yet been charged, you should only be charged the adjusted amount. If your card has already been charged, you should receive a merchant credit.

Also suggest to the manager that the front desk agent who helped you the night before needs some additional training.

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.

did you miss the part where in my 17 years as an elite, I have never invoked a guarantee?

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.

There’s only so many things you can check at the front desk, surely? Pick your Plat Benefit, check for upgrade, view, room type, bed type, late check-out, included breakfast details, lounge opening hours, Marriott dining discount, happy hours, etc...

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.

so it wasn’t that important to you and I dont blame you as I would have just gone to sleep. I mean unless you are 6’7” and a flopper when sleeping a double would work for one night, no?