Fred 3

I had no idea that there are 2 Renaissance properties at the Atlanta Airport -- Gateway and Concourse. I had a reservation for the Concourse but when I used Siri to direct me to the Renaissance Atlanta Airport, it sent me to the Gateway. I would have thought when I checked in, Gateway would have said, you do not have a reservation. Instead, they gave me a room.

A few days later I saw 2 different charges, and called Marriott. They said you were charged at the Concourse due to a no show. Called the hotel, and they said sorry, no refund because you made the reservation on line.

I will admit that I went to the wrong hotel, but would have thought that someone could have told me at the Gateway, or refunded one of the rooms. Customer Service at Marriott said sorry, we can't help you. Is this common these days for a too bad, we can't help. Would have thought that as a lifetime titanium, they would have done something..

Schnit

I think your argument is with the new hotel not the existing one. You had an agreement with a hotel for a room in exchange for a price.

The second hotel would have needed to give you a rate that you agreed to. If they didnt thats strange. It just seems hard to imagine you went to check in, they pulled up your account, booked you a room and had you sign for a price, all without any signs that you didnt previously have a reservation.

cre95

There are 3 Renaissance Hotels in Atlanta� be happy you only paid for two of these. With Marriott�s latest customer centric activities, I wouldn�t be surprised if they couldn�t find a way to make it 3 charges

Hint - see the smiley face at the end.

WillBarrett_68

I don't think this is at all unusual, but it's PARTICULARLY not unusual at airport properties, they get plenty of walk-ups. They aren't going to pre-emptively check your account for other reservations.

Oxon Flyer

Interestingly, if you key "Renaissance Atlanta Airport" directly into the Apple Maps app, rather than use Siri, it brings up both for you to choose the intended one. You could always blame Siri's AI for not being as smart as it should have been ...

Schnit

Agreed...but there are signs for the person checking in that they should recognize. Were they asked which room type they want? Unless the price was identical to the reservation that should have been a red flag. Something should have jumped out

HHonors OUTSIDER

I would file a case with Marriott Customer Care asking the hotel to give you a break for the no show explaining the extenuating circumstances and it was your fault. Make sure you write down the case number and within 2 or 3 business days the hotel will respond by email. I think you will get a refund and don�t forget to let us know the results.

Repooc17

Wait, did the check-in agent not tell you something to the effect of "we don't see a reservation in our record"?

I did something similar. There were two 4P within short walking distances of each other, well, I walked to the wrong 4P the front desk alerted me I didn't have a reservation with the property.

Jon Maiman

This... I would have expected the front desk associate at the hotel you were checking into to mention that you didn't have a reservation; however, they would still be happy to help you. I just find it bizarre they didn't mention they don't have a reservation for you.

--Jon

WillBarrett_68

it's an airport hotel, they get walkups all. the. time.

Out of my Element

I agree. It couldn't hurt to ask. But I wouldn't expect satisfaction, but hope for a good outcome.

Jon Maiman

Sure, but they would have had to ask the OP for much more information to create a new reservation on the spot including confirming a rate vs. just checking in an existing reservation. Something was off in this check-in process for the OP.

--Jon