Marriott property not honoring Titanium reservation guarantee
Apr 16, 2022, 4:15 am
#17
Join Date: May 2000
Location: Houston, TX, USA
Programs: UA 1K, AA Lifetime Platinum, DL Platinum, Honors Diamond, Bonvoy Titanium, Hertz Platinum
Posts: 7,969
Especially if they play the numbers with several guests. They may have stats that tell them that "about half of confirmed/guaranteed reservations that don't check in by 9pm and don't call will be no-shows." If that were the case, then they could no-show half of such guests at 9pm, and shuffle the remaining rooms around as half of them show up, and usually it would work out: they'd get to double-sell many of the rooms, both to the no-show guest with a guaranteed reservation and to the new guests that book at the last minute. Occasionally their estimate will be off and they'll have to walk someone like in the OP's situation.
Apr 16, 2022, 7:11 am
#18
Join Date: Apr 2022
Posts: 2
Just to be clear most audits are not run until after 3am local time and we can still check in a No Show after that if we really want to. (I'm a night auditor at a Fairfield Inn.)
The policy described above is clearly laid out during all of our training as well. I hope this does get resolved because that should NEVER happen to anyone.
The policy described above is clearly laid out during all of our training as well. I hope this does get resolved because that should NEVER happen to anyone.
Apr 16, 2022, 10:06 am
#19
Join Date: Sep 2018
Programs: Alaska
Posts: 2,188
Just to be clear most audits are not run until after 3am local time and we can still check in a No Show after that if we really want to. (I'm a night auditor at a Fairfield Inn.)
The policy described above is clearly laid out during all of our training as well. I hope this does get resolved because that should NEVER happen to anyone.
The policy described above is clearly laid out during all of our training as well. I hope this does get resolved because that should NEVER happen to anyone.
Apr 16, 2022, 10:39 am
#20
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,276
In my opinion, the worst part of what rubystone wrote at the top of this thread is this:
What an incompetent, poorly informed manager!
Every manager at Marriott's 7,000+ properties across 131 countries needs to be fully aware of the Ultimate Reservation Guarantee, all other Marriott Bonvoy Elite Benefit Guarantees, and what compensation is due when a property fails to provide a guaranteed benefit to an Elite guest. The purpose of compensation is to be painful for hotels, thereby ensuring that published benefits are properly delivered.
Every front desk employee -- even the newest hire -- should be aware of the guarantees and compensation. It's an integral part of the job.
I showed them the website (https://www.marriott.com/loyalty/mem...s/guarantee.mi) . The manager said he didn't know such policy exists and if it exists it is at discretion of property managers.
Every manager at Marriott's 7,000+ properties across 131 countries needs to be fully aware of the Ultimate Reservation Guarantee, all other Marriott Bonvoy Elite Benefit Guarantees, and what compensation is due when a property fails to provide a guaranteed benefit to an Elite guest. The purpose of compensation is to be painful for hotels, thereby ensuring that published benefits are properly delivered.
Every front desk employee -- even the newest hire -- should be aware of the guarantees and compensation. It's an integral part of the job.
Apr 16, 2022, 11:20 am
#21
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
In my opinion, the worst part of what rubystone wrote at the top of this thread is this:
What an incompetent, poorly informed manager!
Every manager at Marriott's 7,000+ properties across 131 countries needs to be fully aware of the Ultimate Reservation Guarantee, all other Marriott Bonvoy Elite Benefit Guarantees, and what compensation is due when a property fails to provide a guaranteed benefit to an Elite guest. The purpose of compensation is to be painful for hotels, thereby ensuring that published benefits are properly delivered.
Every front desk employee -- even the newest hire -- should be aware of the guarantees and compensation. It's an integral part of the job.
What an incompetent, poorly informed manager!
Every manager at Marriott's 7,000+ properties across 131 countries needs to be fully aware of the Ultimate Reservation Guarantee, all other Marriott Bonvoy Elite Benefit Guarantees, and what compensation is due when a property fails to provide a guaranteed benefit to an Elite guest. The purpose of compensation is to be painful for hotels, thereby ensuring that published benefits are properly delivered.
Every front desk employee -- even the newest hire -- should be aware of the guarantees and compensation. It's an integral part of the job.
All this elite guarantee is just to make you feel good about yourself that you're so "special" but the truth is they're just indifferent.
Apr 16, 2022, 11:33 am
#22
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
But what the guaranty has now become is Marriott defrauding its customers by promising benefits and then knowingly allowing its properties to refuse to provide them.
Apr 16, 2022, 11:42 am
#23
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Well there lies the problem then. What kind of business would have a "guarantee" to a room that one has already paid/made a reservation for? That's totally wacked.
Apr 16, 2022, 11:55 am
#24
Join Date: Apr 2022
Posts: 2
Youre right. The training system is entirely done via computer videos with tests/quizzes at the end of each. You can retake the quizzes if you fail until you pass and the questions only have minor variations so its easy to pass quickly even if you don't really pay attention. This is also the only time policies are explained to you, in my experience, so its easy to forget certain aspects.
The no show after midnight problem is either some weird franchise policy or, far more likely, a lazy auditor who is making up crap so they dont have to do more work. An absurd thing given that the audit shift is normally the easiest shift to work.
The no show after midnight problem is either some weird franchise policy or, far more likely, a lazy auditor who is making up crap so they dont have to do more work. An absurd thing given that the audit shift is normally the easiest shift to work.
Apr 16, 2022, 10:20 pm
#25
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
It's a pretty basic fact that hotels overbook. So do airlines. Not unique to Marriott by a long shot. The point is that Marriott promises elites that they'll get extra compensation if they are bumped. Which should be a disincentive to hotels to bump them, except that Marriott doesn't enforce its own rules.
Apr 16, 2022, 11:23 pm
#26
Join Date: Jan 2013
Location: CEB - primary/YVR -secondary
Programs: AC*Super Elite (100K) / PR*Elite / AY*Platinum (OWE) / SPG*Bonvoy Titanium (LTT)
Posts: 2,272
Apr 17, 2022, 8:37 am
#28
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,453
Apr 17, 2022, 4:18 pm
#29
Original Poster
Join Date: Apr 2013
Posts: 50
Quick update. Finally got a reply that they are working on getting the points after threating with legal / BBB action.
Here are the avenues I tried and the responses:
Here are the avenues I tried and the responses:
- Twitter - No reply at all. Not even acknowledgement. Just an automated message - "Thanks for getting in touch! Our Customer Care team is most responsive between the hours of 9am-11pm ET. Type your question and Marriott Rewards number below and someone will respond as soon as possible."
- Ambassador - First reply that it is forwarded to the property as described. No reply for a few days / emails. Said in Asia so she works off hours. Finally said some one from property will get back.
- Property Manager - As described in this thread
- Property Manager Boss (not sure about the title) - A little bit of you came late speech. Then I threatened with legal / BBB action. He said he will discuss with his management and get back. Just wrote back that I will get the points and asking how to credit the $100.
Apr 17, 2022, 6:28 pm
#30
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,197
Thanks for the update. Feel free to leave bad reviews with details about this property as well on the Marriott site, tripadvisor and wherever else.
