Elite guarantee not honored
May 9, 2019, 4:38 pm
#46
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
Head in the sand defense is not really a reason that the guest shouldn't invoke the guarantee. They can either pay more attention to Elite reservations or they can leave the program.
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!
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!
May 9, 2019, 6:24 pm
#47
Join Date: Nov 2014
Location: Somewhere
Posts: 1,178
Perhaps a little late for OP, but I had a recent experience invoking the elite guarantee, albeit it involved the elite welcome gift. I stayed at a Courtyard in which they failed to offer any welcome gift. I mentioned it the following day when I checked out. FD tried to retroactively offer me 500 points or the F&B credit, which I politely declined. Instead I showed him the T&C. Manager showed up and was slightly confused on what to do. I didn't press him on the cash guarantee (I knew I was entitled $50) so I was surprised when he offered me points. Although, I thought his initial offer was low so I countered his offer which he countered back. In the end, I walked out with 15k.
Last edited by zoqfotpik; May 9, 2019 at 6:34 pm Reason: for clarity
Jul 9, 2019, 11:02 am
#48
Join Date: Mar 2014
Location: NYC
Programs: DL Platinum, AA Plat Pro, Bonvoy Lifetime Platinum, JetBlue Mosaic 3, Amtrak Select
Posts: 966
Just did a one night stay at a Westin.
Booked a king, but was told hotel was oversold and they can only give me two queens. Sure, whatever.
Room was two doubles.
I almost never ask for compensation, but after a bad night of sleep, I was determined to get the $100.
At checkout, first agent said the guarantee is if only I’m walked from the hotel. Pulled up the website with the guarantee and he ran to the manager.
Manager was extremely apologetic about the issue. He also said the hotel has no way to pay me compensation. What?! Is that something they can say? He just outright stated the hotel cannot physically give me 100.
I was offered 20k points as their first offer. Didn’t even try to ask for more since I found that very generous and better than 100, especially as this 20k puts me in a position to be able to get 75k in airline miles from Marriott, which is still my fav use of Marriott miles at this point
Booked a king, but was told hotel was oversold and they can only give me two queens. Sure, whatever.
Room was two doubles.
I almost never ask for compensation, but after a bad night of sleep, I was determined to get the $100.
At checkout, first agent said the guarantee is if only I’m walked from the hotel. Pulled up the website with the guarantee and he ran to the manager.
Manager was extremely apologetic about the issue. He also said the hotel has no way to pay me compensation. What?! Is that something they can say? He just outright stated the hotel cannot physically give me 100.
I was offered 20k points as their first offer. Didn’t even try to ask for more since I found that very generous and better than 100, especially as this 20k puts me in a position to be able to get 75k in airline miles from Marriott, which is still my fav use of Marriott miles at this point
Jul 9, 2019, 11:20 am
#49
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
Just did a one night stay at a Westin.
Booked a king, but was told hotel was oversold and they can only give me two queens. Sure, whatever.
Room was two doubles.
I almost never ask for compensation, but after a bad night of sleep, I was determined to get the $100.
At checkout, first agent said the guarantee is if only I’m walked from the hotel. Pulled up the website with the guarantee and he ran to the manager.
Manager was extremely apologetic about the issue. He also said the hotel has no way to pay me compensation. What?! Is that something they can say? He just outright stated the hotel cannot physically give me 100.
I was offered 20k points as their first offer. Didn’t even try to ask for more since I found that very generous and better than 100, especially as this 20k puts me in a position to be able to get 75k in airline miles from Marriott, which is still my fav use of Marriott miles at this point
Booked a king, but was told hotel was oversold and they can only give me two queens. Sure, whatever.
Room was two doubles.
I almost never ask for compensation, but after a bad night of sleep, I was determined to get the $100.
At checkout, first agent said the guarantee is if only I’m walked from the hotel. Pulled up the website with the guarantee and he ran to the manager.
Manager was extremely apologetic about the issue. He also said the hotel has no way to pay me compensation. What?! Is that something they can say? He just outright stated the hotel cannot physically give me 100.
I was offered 20k points as their first offer. Didn’t even try to ask for more since I found that very generous and better than 100, especially as this 20k puts me in a position to be able to get 75k in airline miles from Marriott, which is still my fav use of Marriott miles at this point
FD folks will often fail to ask me what welcome option I want but I would never invoke the guarantee for that. No need to get the person in trouble since I can just tell them up front what I want and there's no harm.
OTOHl, I will invoke it for bed types. I've gotten $100 cash a couple of times. In a couple of other cases, a room miraculously appears. In another case, there was a question and I resolved it for points.
But yes, the hotel can give out cash. But, considering many of these are operated by management companies, the rules will vary from company to company.
Jul 9, 2019, 11:38 am
#50
Join Date: Mar 2014
Location: NYC
Programs: DL Platinum, AA Plat Pro, Bonvoy Lifetime Platinum, JetBlue Mosaic 3, Amtrak Select
Posts: 966
I believe you have to invoke the guarantee at check in.
FD folks will often fail to ask me what welcome option I want but I would never invoke the guarantee for that. No need to get the person in trouble since I can just tell them up front what I want and there's no harm.
OTOHl, I will invoke it for bed types. I've gotten $100 cash a couple of times. In a couple of other cases, a room miraculously appears. In another case, there was a question and I resolved it for points.
But yes, the hotel can give out cash. But, considering many of these are operated by management companies, the rules will vary from company to company.
FD folks will often fail to ask me what welcome option I want but I would never invoke the guarantee for that. No need to get the person in trouble since I can just tell them up front what I want and there's no harm.
OTOHl, I will invoke it for bed types. I've gotten $100 cash a couple of times. In a couple of other cases, a room miraculously appears. In another case, there was a question and I resolved it for points.
But yes, the hotel can give out cash. But, considering many of these are operated by management companies, the rules will vary from company to company.
I also wouldn’t invoke it on the welcome gift guarantee, especially as I either take points or breakfast. Don’t want to beat up a tired FD worker who made a mistake. Room type is a hotel error and not a FD worker error and therefore one I actually decided to inquire about
Jul 9, 2019, 11:49 am
#51
Join Date: Mar 2001
Location: Ann Arbor, Michigan USA
Programs: Marriott lifetime Titanium, Delta Platinum
Posts: 5,471
Jul 9, 2019, 2:05 pm
#52
Join Date: Apr 2002
Location: San Juan Capistrano, CA
Programs: Bonvoy Titanium, Hilton Diamond, AA 2.5 MM, United Gold, Hyatt Globalist
Posts: 2,460
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?
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?
Dear Mr. XXX,
I hope this email finds you in good spirits. Thank you for contacting Marriott Bonvoy Customer Care about late check out. I welcome this opportunity to assist you.
The policy you have referred to is for room availability at the time of check in. Sometime we will over sell our hotels and we have to "Walk" a guest, or send them to another hotel. As a Platinum Elite member we should not be walking to another hotel if we are forced to do so then we will pay for the new hotel as well as compensate the guest with 200.00 USD and 90,000 points. However late check out is a bit different, and is not guaranteed prior to check out time. As a Platinum Elite member your benefit is you will not have to pay for a late check out. Please use this link to visit our website to learn more about our Elite Benefit Guarantees.
Mr. XXX, we truly appreciate your loyalty to Marriott Bonvoy as a xxuxx member, and look forward to continuing to partner with you to make everlasting memories, wherever your travel plans may take you.
Best regards,
I hope this email finds you in good spirits. Thank you for contacting Marriott Bonvoy Customer Care about late check out. I welcome this opportunity to assist you.
The policy you have referred to is for room availability at the time of check in. Sometime we will over sell our hotels and we have to "Walk" a guest, or send them to another hotel. As a Platinum Elite member we should not be walking to another hotel if we are forced to do so then we will pay for the new hotel as well as compensate the guest with 200.00 USD and 90,000 points. However late check out is a bit different, and is not guaranteed prior to check out time. As a Platinum Elite member your benefit is you will not have to pay for a late check out. Please use this link to visit our website to learn more about our Elite Benefit Guarantees.
Mr. XXX, we truly appreciate your loyalty to Marriott Bonvoy as a xxuxx member, and look forward to continuing to partner with you to make everlasting memories, wherever your travel plans may take you.
Best regards,
1. I am Titanium, not Platinum;
2. Paragraph 4.3.c, v. of the Program terms and conditions provides: "4 p.m. Late Checkout. Platinum Elite Members and above may check out as late as 4 p.m. local time of the Participating Property. Members can request late checkout when making a reservation through central reservations, at check-in, via the mobile app (where available) or at any time during their stay. This benefit is guaranteed at all Participating Properties, except at resort and convention hotels and Design HotelsTM, where it is based upon availability. Marriott Vacation Club, Marriott Grand Residence Club, and Vistana properties are excluded from this benefit."
Are you now saying that this enumerated benefit is not really a benefit? Or that the "Guaranteed 4 p.m. Late Checkout" is not a guaranteed 4 p.m. Late Checkout?
3. Paragraph 4.1.d of the Terms and Conditions states: "Members with Elite Status (“Elite Member”) will receive guaranteed compensation for select Elite benefits in the event those benefits are not available during an Elite Member’s stay (“Elite Benefits Guarantee”)." It is not limited to early check in, but is specifically applied to all Elite Benefits. Paragraph 4.1.d i states: "The Elite Benefits Guarantee in the United States is $200 U.S. dollars, even if more than one guaranteed benefit is not delivered to the Elite Member." Thus, the Elite Benefits Guarantee applies to all Elite Benefits, not merely early check in.
2. Paragraph 4.3.c, v. of the Program terms and conditions provides: "4 p.m. Late Checkout. Platinum Elite Members and above may check out as late as 4 p.m. local time of the Participating Property. Members can request late checkout when making a reservation through central reservations, at check-in, via the mobile app (where available) or at any time during their stay. This benefit is guaranteed at all Participating Properties, except at resort and convention hotels and Design HotelsTM, where it is based upon availability. Marriott Vacation Club, Marriott Grand Residence Club, and Vistana properties are excluded from this benefit."
Are you now saying that this enumerated benefit is not really a benefit? Or that the "Guaranteed 4 p.m. Late Checkout" is not a guaranteed 4 p.m. Late Checkout?
3. Paragraph 4.1.d of the Terms and Conditions states: "Members with Elite Status (“Elite Member”) will receive guaranteed compensation for select Elite benefits in the event those benefits are not available during an Elite Member’s stay (“Elite Benefits Guarantee”)." It is not limited to early check in, but is specifically applied to all Elite Benefits. Paragraph 4.1.d i states: "The Elite Benefits Guarantee in the United States is $200 U.S. dollars, even if more than one guaranteed benefit is not delivered to the Elite Member." Thus, the Elite Benefits Guarantee applies to all Elite Benefits, not merely early check in.
Jul 9, 2019, 2:38 pm
#53
Join Date: Aug 2018
Posts: 902
I was just at the Westin Phoenix and had virtually the identical problem. Called for my 4 pm guaranteed checkout at about 6 a.m. on checkout day, and was told: "The manager said that nobody can have a late checkout today." So, I asked for my Elite Benefits Guarantee, and was told, "The manager will approve it when he gets in." I also sent an email to Marriott Customer Service to document that I had asked for the guarantee while I was at the hotel (because the terms and conditions say that you waive it unless you request it while you are there). I got the following from Marriott Customer Service:
I responded:
I am waiting for a response.
I responded:
I am waiting for a response.
I believe there is no set cash compensation for failure to provide elite late check-out. You are however entitled to a service recovery gesture.
Jul 9, 2019, 5:47 pm
#54
Join Date: Nov 2001
Location: Toronto, ON
Programs: Marriott Lifetime Titanium, AA Plat MM
Posts: 3,582
I always find these threads fascinating and am amazed at the success some have in getting them resolved. I have been Marriott Elite for a very long time - previously Plat, now Lifetime Titanium. In my experience that is acknowledged about 80% of the time at properties across the spectrum. Sometimes it is really worthwhile, other times it is irrelevant. Of the times that it is acknowledged the current "gift" is almost always points. Gone are the days of cheese platters, glasses of wine, drinks in the bar, etc. The points seem to vary between 500 and 1000, and they only post about 50% of the time. I have never successfully resolved points not posting in these cases... I send the complaint, they issue a ticket number and that's the last I ever hear of it. I am currently in a brand new TownePlace Suites in upstate New York. Nice hotel (although with some housekeeping issues), but no mention of elite status at check-in and of course no upgrade. I suggested there should be some points or something, but the front desk manager was not aware of this. Not worth pursuing IMHO.
Jul 9, 2019, 11:33 pm
#55
Join Date: Jul 2018
Location: SFO
Posts: 487
I always find these threads fascinating and am amazed at the success some have in getting them resolved. I have been Marriott Elite for a very long time - previously Plat, now Lifetime Titanium. In my experience that is acknowledged about 80% of the time at properties across the spectrum. Sometimes it is really worthwhile, other times it is irrelevant. Of the times that it is acknowledged the current "gift" is almost always points. Gone are the days of cheese platters, glasses of wine, drinks in the bar, etc. The points seem to vary between 500 and 1000, and they only post about 50% of the time. I have never successfully resolved points not posting in these cases... I send the complaint, they issue a ticket number and that's the last I ever hear of it. I am currently in a brand new TownePlace Suites in upstate New York. Nice hotel (although with some housekeeping issues), but no mention of elite status at check-in and of course no upgrade. I suggested there should be some points or something, but the front desk manager was not aware of this. Not worth pursuing IMHO.
Jul 10, 2019, 12:26 am
#56
formerly fdemoulin
Join Date: Jun 2010
Location: UK
Programs: SPG Lifetime Platinum, BA Silver, Virgin Flying Club Red
Posts: 916
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?
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?
Jul 10, 2019, 6:43 am
#57
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,311
--Jon
Jul 12, 2019, 12:27 pm
#58
FlyerTalk Evangelist
Join Date: May 2001
Location: MSY; 2-time FT Fantasy Football Champ, now in recovery.
Programs: AA lifetime GLD; UA Silver; Marriott LTTE; IHG Plat,
Posts: 14,517
I was just at the Westin Phoenix and had virtually the identical problem. Called for my 4 pm guaranteed checkout at about 6 a.m. on checkout day, and was told: "The manager said that nobody can have a late checkout today." So, I asked for my Elite Benefits Guarantee, and was told, "The manager will approve it when he gets in." I also sent an email to Marriott Customer Service to document that I had asked for the guarantee while I was at the hotel (because the terms and conditions say that you waive it unless you request it while you are there). I got the following from Marriott Customer Service:
I responded:
I am waiting for a response.
I responded:
I am waiting for a response.
The room guarantee, bed type, and lounge access all have payouts enumerated. So I think those are the "select" benefits with compensation.
I sure wish they would do similar for late checkout, since it seems far more common to be denied, compared to the other benefits. And as you've seen, it's a guaranteed benefit in name only, with no teeth behind the guarantee.
Jul 12, 2019, 1:44 pm
#59
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,398
I was just at the Westin Phoenix and had virtually the identical problem. Called for my 4 pm guaranteed checkout at about 6 a.m. on checkout day, and was told: "The manager said that nobody can have a late checkout today." So, I asked for my Elite Benefits Guarantee, and was told, "The manager will approve it when he gets in." I also sent an email to Marriott Customer Service to document that I had asked for the guarantee while I was at the hotel (because the terms and conditions say that you waive it unless you request it while you are there). I got the following from Marriott Customer Service:
I responded:
I am waiting for a response.
I responded:
I am waiting for a response.
Is Westin Phoenix a convention hotel? If so, the 4 pm checkout is based on availability.
Jul 12, 2019, 2:52 pm
#60
Join Date: Feb 2013
Location: London
Programs: HertzPresCircle, Virgin Atlantic Gold,Hil-Diam, Europcar Elite Vip, Emirates Gold, MarriottTitanium.
Posts: 419