Staying at an Autograph Collectoon hotel. Booked a suite for 227k points and $1k cash for 3 nights. On day 2, the shower flooded the entire bathroom and room after we reported a previous plumbing issue that we thought was fixed.

Now in a cramped 2 double bed room with luggage occupying 80% of the space. Are we even entitled to anything? We are so annoyed as we switched hotels mid stay due to issues with our other hotel.

I guess the silver lining is that we have a room at all.

Dear nikehair,

Sorry to learn about this.

Could you please send your information to us via private message so we can help to follow up?

Please let us know if you need further assistance.

Best Regards,

Abbey L
Specialist, Social Media Care
Marriott International

[email protected]

Since you booked the more expensive room, I would think if they could not accommodate you should get a refund

id ask for a refund of the price differential or points

Yes, you are lucky in some regard to having a room at all during this busy travel period. But that doesn't change the fact that you booked and paid for a suite, that due to issues within the hotel's control your suite has become unusable, and now you are not in the class of room you're paying for. A well-run hotel would have proactively apologized (profusely) and proposed how they intended to make things right. Since it sounds like they didn't do that, I suggest you (in addition to reaching out to the Lurkers as they requested above) request a meeting with one of the hotel's senior managers so you can calmly explain your disappointment and propose a solution that will make you happy. Whether that involves a partial refund of cash and/or points, a full refund, a credit on a future stay, some amount of complimentary dining on-site, or whatever else is up to you. They don't have to agree, but it's much easier for them to look at what you've asked to make their decision on compensation than for you to just leave it up to them. Good luck.

I wouldn't frame it this way. As the poster above said, figure out what would make you feel whole after the hotel failed to honor its end of the bargain. State that you didn't get what you paid for and, when you talk to a manager, if they don't proactively offer you at least what you want, ask for it. Personally I would ask for a full refund but others would disagree. I personally wouldn't pay a dollar to be in the kind of room you described instead of a suite that cost 227k points plus $1k for 3 nights.

I am generally one to really be aggressive towards people looking for compensation, but my friend, you are not them

You are entitled to many things and I think an apology is top of the list
Massive refund of not only points but $$
I would think they could find 2 adjoining rooms instead of cramming you into one tiny one at least.
This is tip of the iceberg IMO

Lets see what the Lurkers can do - they have their ways most times to get a happy outcome for all parties

I was pleased with the hotels resolution. They refunded the cash portion of the two nights I spent in the new room.

How much luggage are you traveling with for a 3-day trip that�ll take 80% of the room space?

What does that have to do with OP's question?

And btw I've been in rooms where it was a challenge to open a clamshell carry-on roller (e.g., Rimowa).

Where are you reading in the OP that it is a 3 day trip? I read something about a 3 night stay.

It was a 19-night, 5 city trip with a family of four in winter, so needed some extra packing.

If you are happy, then we should be happy. However, I think you were due more....
As I said above, you are the one that matters...