omghaxcode

I had exactly 75 nights in 2019 but I just checked my stay from a few days ago and see it credited 3 nights instead of 4 nights. We had a 6 hour delay which caused us to arrive at the hotel at 4am local time but I had concacted them 12 hours earlier warning them of a delay and that I'd still be staying. I wouldn't care but this is the difference between platinum and titanium for me... Do I have any recourse?


Edit: just checked and to make matters worse looks like I have a 1 night charge that's posted as well. This is in addition to the 4 nights we paid (prepaid) anyone have any similar stories from late arrivals?

Marriott Bonvoy Lurker II

Hi omghaxcode,

We would like to help look into the two issues if you could provide a copy of the hotel folio to us via the email below.

[email protected]

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

MSPeconomist

Yikes. The one night charge sounds like a no show fee, which shouldn't be charged on a nonrefundable reservation that's already been paid. At some hotels, arriving after midnight tends to cause the system to show you as arriving the next day (as if you had showed up in the afternoon or evening), especially if you arrive after the night auditor runs the data. However, this should be fixable, and moreover really shouldn't be a problem if one contacts the hotel before midnight local time. The rule should be that the room is held until checkout time the following day, and you clearly arrived well before that time (4 am versus about noon).

paolo64

This was a problem in SPG days ( and in that regard can’t , for once, be attributable to Marriott failings). I had this issue numerous times, and once on the threshold of renewal of status right at the end of the year....they were always resolved, as it will be in the OP’s case. But it shouldn’t be like this...

omghaxcode

Found the folio and it actually shows a charge of one night as "room change (manual)". Then there are 3 normal night charges listed. This is very messed up since it was prepaid.

gengar

Even if it wasn't prepaid, it should still grant elite night credit since the intention was to check-in that night and you notified the property.

I regularly reserve the prior night even when expecting to arrive at 5-6am (and I notify the property), and I've never had a problem getting nights credited - even during the SPG days.

Hopefully this gets sorted out for you.

While it is always possible that night audit isn't informed of late arrival or ignores the notice (and it has happened to me), the OP would have known on arrival because OP would have been marked as a no-show and FD would have had to reinstate the room/reservation. (Maybe that's what happened, and their way of dealing with the PMS/folio was to reinstate a res for the remainder of the planned stay then manually charge an extra night. OP can comment further.)

omghaxcode

The Bonvoy FT rep sorted out the missing night but I still have an extra 1 night fee posted on my card. I will be following up of course. It is actually clear this was agent input error upon looking at the receipt.

Flapster

This only happened to me once. I arrived at 2am, and missed out on a night's credit.

I went back and forth with the property for several weeks, but finally got it resolved.

omghaxcode

Everything was resolved. FT rep liaised with the hotel and the charge was corrected, night was added, and 4000 good will points received. Overall pleased with Marriott corporate but the hotel's front desk could do with some training. Sheraton Lisbon, FYI.