Elite guarantee not honored
#31
Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Hyatt Explorist; Vistana 5* Elite; Nat'l Exec Elite
Posts: 6,177
I've stayed with Marriott and/or Starwood for 27 years. I've never asked that question. I guess I've never felt the need since I've only received the wrong bed less than five times I'm sure.
#32
Join Date: Jan 2006
Location: SFOSJCOAK
Programs: AA-EXP & 1MM+, AS, MR-LTT, HH Gold
Posts: 7,574
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.
If I receive the wrong bed type, then I would pick up the phone and address the issue.
#33
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 30,959
The BBB is a joke. They're the pre-internet version of Yelp, extorting membership fees to remove bad reviews.
#34
Join Date: Aug 2018
Posts: 902
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.
#35
Join Date: Sep 2007
Location: SNA/LAX
Programs: Hertz PC, Hilton DMD, IHG Spire Amb, Bonvoy Titanium Elite & WoH Globalist
Posts: 8,071
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!
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!
#36
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
Assume - They make a (well I can't go on)
Google it.
#37
Join Date: Aug 2003
Programs: Bonvoy Amb; AA EXP
Posts: 1,136
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.
#38
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
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.
Well I for one don't often actually look at the confirmation email after I get it initially (if it's just for a standard business stay). But I know I often book rooms with 2 doubles if that's all that's available or if they're cheaper, but I don't really keep track of it so just ask at the FD what bed type it is/if any Kings are available if I think of it. If not, then I might check my confirmation to see if that's actually what I reserved.
#39
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.
#40
Join Date: Oct 2007
Location: Frozen in Carbonite
Programs: UA Aluminum 0.6MM, Bonvoy Life Sentence, Hyatt Eliteist, AA Super Plutonium
Posts: 2,878
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. Its not like I can drive 3 hours to collect $25.
next thoughts? Do I say screw it?
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. Its 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.
#41
Join Date: Sep 2007
Location: SNA/LAX
Programs: Hertz PC, Hilton DMD, IHG Spire Amb, Bonvoy Titanium Elite & WoH Globalist
Posts: 8,071
Guaranteed Room Type: When making a reservation, be sure to note your Member number and room/bed preferences. Well 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, youll 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.
#42
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
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.
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.
#43
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.
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.
#44
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
You don't know it's false. According to OP, that's what the property claimed. I already pointed out it's possible that wasn't true, but that is what the property claimed.
#45
Join Date: Sep 2007
Location: SNA/LAX
Programs: Hertz PC, Hilton DMD, IHG Spire Amb, Bonvoy Titanium Elite & WoH Globalist
Posts: 8,071
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.
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!