Jun 5, 2022, 7:05 am
Last edit by: Oxon Flyer
Ultimate reservation guarantee for the Bonvoy program:
https://www.marriott.com/loyalty/mem...i#Arrival_gift
https://www.marriott.com/loyalty/mem...i#Arrival_gift
FAQ : The Marriott Bonvoy "Ultimate Reservation Guarantee"
Jul 17, 2019, 2:43 pm
#32
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
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Posts: 52,575
You're thinking of the 48-hour availability guarantee, which states that a Titanium member should be able to book a room even when the hotel is otherwise sold out.
There are a ton of caveats on the 48-hour guarantee allowing properties to weasel out of it, and in my experience they often do, but the URG should be pretty ironclad - just with different compensation at some of the lower-tier brands.
I've claimed URG one time, the property tried several ways to weasel out of it, and corporate mostly had my back. I didn't get quite the stated comp at the time (which involved Free Night certificates), but I did get points plus about US$800 in gift cards which actually had more value to me at the time.
The property in this case will state, correctly, that they just see a canceled reservation. Not a URG situation. So it's on Marriott corporate to fix that first. At some point, if the URG actually took place, the property and corporate could argue about who really should pay for that.
Jul 17, 2019, 2:44 pm
#33
Join Date: Dec 2007
Location: SFO
Posts: 4,914
ultimate reservation guarantee is if you show up with a valid reservation and they walk you.
Jul 17, 2019, 3:26 pm
#34
Join Date: Mar 2006
Location: YQR
Programs: Nexus/GE, UA/MPG, Bonvoy Tit, LTP
Posts: 1,294
URG refers to a hotel failing to honor a confirmed reservation of any kind - points or paid. There is specific compensation - at a full-service brand, it's a full comp at the hotel they send you to, plus $200, plus 90,000 points.
You're thinking of the 48-hour availability guarantee, which states that a Titanium member should be able to book a room even when the hotel is otherwise sold out.
There are a ton of caveats on the 48-hour guarantee allowing properties to weasel out of it, and in my experience they often do, but the URG should be pretty ironclad - just with different compensation at some of the lower-tier brands.
I've claimed URG one time, the property tried several ways to weasel out of it, and corporate mostly had my back. I didn't get quite the stated comp at the time (which involved Free Night certificates), but I did get points plus about US$800 in gift cards which actually had more value to me at the time.
The property in this case will state, correctly, that they just see a canceled reservation. Not a URG situation. So it's on Marriott corporate to fix that first. At some point, if the URG actually took place, the property and corporate could argue about who really should pay for that.
You're thinking of the 48-hour availability guarantee, which states that a Titanium member should be able to book a room even when the hotel is otherwise sold out.
There are a ton of caveats on the 48-hour guarantee allowing properties to weasel out of it, and in my experience they often do, but the URG should be pretty ironclad - just with different compensation at some of the lower-tier brands.
I've claimed URG one time, the property tried several ways to weasel out of it, and corporate mostly had my back. I didn't get quite the stated comp at the time (which involved Free Night certificates), but I did get points plus about US$800 in gift cards which actually had more value to me at the time.
The property in this case will state, correctly, that they just see a canceled reservation. Not a URG situation. So it's on Marriott corporate to fix that first. At some point, if the URG actually took place, the property and corporate could argue about who really should pay for that.
Jul 17, 2019, 4:24 pm
#35
Join Date: Feb 2017
Location: Houston
Programs: UA 1K and Million Miler, *A Gold, Marriott Bonvoy Lifetime Titanium, Hertz Five Star,
Posts: 1,301
This is not going to play out very well. Best case... you get Marriott corporate to find you a comparable booking nearby and throwe some points at you.
This same problem can and has happened to me with changes to flights/seats. I once walked up to CS at UA, asked about doing an SDC to an earlier flight. I had a nice aisle seat on my original flight and before I could tell the CS agent that I would only change if I could get an aisle seat, she had made the change, put me in a middle in last row. When I said "sorry that won't work" she was unable to change me back because the seat had quickly been scooped up. After 30 minutes and 2 more agents I walked away extremely pissed.
Luckily I was able to get a gate agent to find me a slightly better seat at time of boarding.
What happened to OP is basically the same type of situation.
This same problem can and has happened to me with changes to flights/seats. I once walked up to CS at UA, asked about doing an SDC to an earlier flight. I had a nice aisle seat on my original flight and before I could tell the CS agent that I would only change if I could get an aisle seat, she had made the change, put me in a middle in last row. When I said "sorry that won't work" she was unable to change me back because the seat had quickly been scooped up. After 30 minutes and 2 more agents I walked away extremely pissed.
Luckily I was able to get a gate agent to find me a slightly better seat at time of boarding.
What happened to OP is basically the same type of situation.
Last edited by Collierkr; Jul 17, 2019 at 8:14 pm
Jul 17, 2019, 7:15 pm
#36
Suspended
Join Date: Nov 1999
Posts: 24,153
OP, I had a res for 2 nights at an IC and the 3rd night at another chain which was alot cheaper which I thought was around the corner, turns out its an hours walk. So I checked and the IC was available for pts still for the 3rd night, called IHG and told them I now needed a 3 night stay instead of a2 night stay and if she could please add the 3rd night. She said its all done and emailed me the 3 nights confirmation
Well I was just checking my IHG acct for something else and saw under 'My Activity" that what actually happened was my 2 night stay was cxed and the points refunded and a 3 night stay was then redeemed.
So although no damage done, it does seem that when making a change to ares at least with MR and IHG they will cx the old and make a brand new res. I have no idea if my csr 1st checked , I did and knew it was available Yes I could have made a new res just for the 3rd night but at times when a hotel is near capacity it may mean having to change rooms, so I prefer 1 res
Well I was just checking my IHG acct for something else and saw under 'My Activity" that what actually happened was my 2 night stay was cxed and the points refunded and a 3 night stay was then redeemed.
So although no damage done, it does seem that when making a change to ares at least with MR and IHG they will cx the old and make a brand new res. I have no idea if my csr 1st checked , I did and knew it was available Yes I could have made a new res just for the 3rd night but at times when a hotel is near capacity it may mean having to change rooms, so I prefer 1 res
Jul 17, 2019, 11:13 pm
#37
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,089
I am taking my family to Bali next month after making a points reservation at The Westin Nusa Dua in April. My reservation was for 10 nights but I later decided to change it to 5 nights.
I was unable to make the change online so called the hotel directly. They advised I call Marriott Bonvoy directly so they could refund my points. I then called Marriott Bonvoy to make the change.
The Bonvoy agent changed my reservation to the wrong dates, which I identified while still on the phone with him. He wasn’t able to revert back the change so called the hotel to make the change. The hotel reservations team also weren’t able to honor my reservation and advised to call back when their daytime team were available.
When I called the hotel directly again, they told me no availability so I raised a case with them. Their reservations manager emailed me a few days later to say there is no availability. I already replied back with a copy of my original reservation attached and explained so hoping for the best...
My Question for the group is if anyone has ever had to invoke the ultimate reservation guarantee? Have you used it? Does it apply to Points Reservations? For a stay of five nights with that entitle me to $200 per night? I am hoping I don’t need to raise a case with Marriott, but preparing for the worst.
I was unable to make the change online so called the hotel directly. They advised I call Marriott Bonvoy directly so they could refund my points. I then called Marriott Bonvoy to make the change.
The Bonvoy agent changed my reservation to the wrong dates, which I identified while still on the phone with him. He wasn’t able to revert back the change so called the hotel to make the change. The hotel reservations team also weren’t able to honor my reservation and advised to call back when their daytime team were available.
When I called the hotel directly again, they told me no availability so I raised a case with them. Their reservations manager emailed me a few days later to say there is no availability. I already replied back with a copy of my original reservation attached and explained so hoping for the best...
My Question for the group is if anyone has ever had to invoke the ultimate reservation guarantee? Have you used it? Does it apply to Points Reservations? For a stay of five nights with that entitle me to $200 per night? I am hoping I don’t need to raise a case with Marriott, but preparing for the worst.
Could you please PM us your name, contact way, stay period and confirmation number so we can check the case?
Please let us know if you need further assistance.
Best Regards,
Abbey Liu
Specialist, Social Media
Marriott International
[email protected]
Jul 18, 2019, 6:38 am
#38
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OP, I had a res for 2 nights at an IC and the 3rd night at another chain which was alot cheaper which I thought was around the corner, turns out its an hours walk. So I checked and the IC was available for pts still for the 3rd night, called IHG and told them I now needed a 3 night stay instead of a2 night stay and if she could please add the 3rd night. She said its all done and emailed me the 3 nights confirmation
Well I was just checking my IHG acct for something else and saw under 'My Activity" that what actually happened was my 2 night stay was cxed and the points refunded and a 3 night stay was then redeemed.
So although no damage done, it does seem that when making a change to ares at least with MR and IHG they will cx the old and make a brand new res. I have no idea if my csr 1st checked , I did and knew it was available Yes I could have made a new res just for the 3rd night but at times when a hotel is near capacity it may mean having to change rooms, so I prefer 1 res
Well I was just checking my IHG acct for something else and saw under 'My Activity" that what actually happened was my 2 night stay was cxed and the points refunded and a 3 night stay was then redeemed.
So although no damage done, it does seem that when making a change to ares at least with MR and IHG they will cx the old and make a brand new res. I have no idea if my csr 1st checked , I did and knew it was available Yes I could have made a new res just for the 3rd night but at times when a hotel is near capacity it may mean having to change rooms, so I prefer 1 res
(Admittedly this was several years ago, but I think MR reservation system hasn't changed).
Jul 18, 2019, 8:48 am
#40
FlyerTalk Evangelist
Join Date: Jun 2007
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However, I do recognize that the Westin has a water slide for kids that the Laguna does not. Maybe that's why I prefer it.
Jul 22, 2019, 10:07 am
#41
Join Date: Sep 2009
Location: London
Posts: 9
Thanks to The Westin Nusa Dua
I have to update my original post. The Westin Nusa Dua and Marriott Bonvoy have updated my reservation as needed. It took a little bit of effort but all is well now. I am definitely an advocate for Marriott and have to say they came through on this occasion. Lots of love all around.
Jul 22, 2019, 10:19 am
#42
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
I have to update my original post. The Westin Nusa Dua and Marriott Bonvoy have updated my reservation as needed. It took a little bit of effort but all is well now. I am definitely an advocate for Marriott and have to say they came through on this occasion. Lots of love all around.
Aug 7, 2019, 5:17 pm
#43
Join Date: May 2008
Location: SCF/MSP
Programs: DL Plat, HH Gold, Hyatt Diamond, Marriott LT Plat Elite, Hertz PC, Safeway Card
Posts: 22
Walk Policy - Room Type Not available
Hello - Booked a property in Minneapolis tonight as my floors are getting re-done, and booked a suite. At check-in, was assigned a regular room - no mention of the downgrade at all. Discovered the downgrade on entering the room. Called the front desk who tell me 'they've given the suite to someone else, but they changed the reservation to a standard room and lowered the rate' - which isn't acceptable in the slightest. Talked to the manager, who told me that it wasn't a walk and it was ineligible for the Ultimate Reservation Guarantee, because they had a room for me (but not what I had booked). Called Bonvoy Elite (LT Plat Elite), and they have to open a case because the property changed the room type; ended up booking a Suite at a Marriott property down the street for more $ with the helpful Bonvoy Elite rep.
What kind of compensation should I be asking for? The hotel was willing to lower my rate to the Standard King rate (no thanks), or put me in an 'Accessible' Room (even bigger no thanks); Bonvoy Elite offered me 7k points without opening a case, which seems incredibly paltry.
What kind of compensation should I be asking for? The hotel was willing to lower my rate to the Standard King rate (no thanks), or put me in an 'Accessible' Room (even bigger no thanks); Bonvoy Elite offered me 7k points without opening a case, which seems incredibly paltry.
Aug 7, 2019, 5:32 pm
#45
Suspended
Join Date: Nov 1999
Posts: 24,153
Heres MRs list for Room Type Guarantee
so if accepting the 7K is a good deal or not would depend on which brand you had the problem with, I might ask corp for a check for the difference for what I was suppose to have paid and what the new amount is, they may counter with more points instead
But a Walk it is not
Guaranteed Room Type
When making a reservation, be sure to note your Member number and room/bed preferences. We’ll 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.
BRANDGUEST COMPENSATION*The Luxury Collection, W Hotels, JW Marriott, Marriott Hotels,
Sheraton, Delta Hotels, Le Méridien, Westin, Autograph
Collection, Renaissance Hotels, Tribute Portfolio, Gaylord
Hotels$100 USDAC Hotels, Courtyard, Four Points, SpringHill Suites, Protea
Hotels, Residence Inn$50 USDFairfield by Marriott, Aloft, Moxy Hotels, TownePlace Suites, Element$25 USD
Sheraton, Delta Hotels, Le Méridien, Westin, Autograph
Collection, Renaissance Hotels, Tribute Portfolio, Gaylord
Hotels$100 USDAC Hotels, Courtyard, Four Points, SpringHill Suites, Protea
Hotels, Residence Inn$50 USDFairfield by Marriott, Aloft, Moxy Hotels, TownePlace Suites, Element$25 USD
*Outside of the U.S. compensation will be paid in the local currency
But a Walk it is not