Marriott cancelled reservation!
 

Yesterday myself and two other coworkers checked in to a Marriott in dc. .My two coworkers checked in before me (hours)together but diffrent rooms. .When the non status member checked in they told him that they over booked and will not honor his resevation, and would have to loom for a hotel somewhere else. .After much looking no rooms were avalible anywhere as there is a goveners convetion going on. .They silver member checked in no problem. I checked in no problem. .The non status member had to end up sharring a room with the silver member. .The worst part is that I just talked the non status member in to switching from Hilton where he is gold to Marriott. . He is very reluctant to stay at a Marriott in the future. Should he be do any compensation? .I feel if he gets some he might end up staying again at a Marriott. .He has two other Marriott reservations in march.

Sent from my Iphone.

If he had no Marriott status, then I do not believe that he is (or should be) guaranteed anything.

He should have Marriott match his Hilton status so that this does not happen again in the future. They do treat their Golds pretty good :-) They were really good to me when I first started out as a silver.

hotel policies vary by country which you don't mention ...

In the US, this happened to me a while back and they got me another hotel (much better) but a 45minute drive away

You don't think he is guaranteed anything? That should be the case for a walk up but not for someone who booked a reservation. What's the point of a reservation then? What if he wasn't traveling with a silver? Then he wouldn't have had a place to stay, anywhere.

Well, he should have been "guaranteed" a room - considering he probably backed it up with a credit card. Regardless of status, the absolute least they could do is find him another comparable room. That's the least they could do. When you start walking people with status, then they need to go above and beyond that minimum. Just my two cents and I'm not trying to quote Marriott policy.

My understanding is that, without status, but with a credit-card backed reservation, they must find you a room in a hotel with similar star-rating and pay for the first night. I may be wrong on that one... I tried to check Marriott's website and didn't see it anywhere unfortunately.

HTSC

I do believe that Marriott policy for walking someone (non-elite) with a reservation is that the hotel must find a comperable hotel room somewhere close by, pay for the 1st night there and if needed, pay for transportation to the other hotel.

Way back before I joined MR, I had a CY walk me and they didn't offer any of these options. So I called Marriott directly to ask about what a hotel is supposed to provide, the above was what they told me. They then contacted the hotel in question and I received a reimbursement check for my 1st night at the other hotel (and they gave me a free year membership in the CY club).

You are correct

Thereby rendering guaranteed resevations meaningless.

Unless you don't show up. Then guaranteeing with a credit card allows them to charge you as a no-show.

What is Marriott's obligation in the OP situation where no comparable room within reasonable distance was to be had?

So, I don't have an iPhone yet. Apparently there isn't an app for grammar, spelling, or punctuation? I mean, really...

you have to be kidding me

If he put a cc down and had a guaranteed rez then you better believe it that the hote owed him something

how can you say that the hotel owed him nothing? what would you base a comment like that on? i'm curious

Don't know exactly, but I would guess the term "reasonable" might be expanded to a larger geographic area than normal.

My guess is that the definition could be expanded to a hotel that happens to be of higher quality ($$$) than the original hotel as well. Yes, there may not be a Hampton or Hilton Garden close to a sold out Courtyard but if there's an IC or Westin close by with rooms, you could bet I'd be trying to get them to put me in one.