Sep 28, 2018, 3:11 am
FAQ : Marriott "The Ultimate Reservation Guarantee" (pre-Bonvoy)
Jul 14, 2014, 12:09 pm
#451
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,726
I can't find any reference to a Nevada Law requiring a casino hotel to only allow someone 21 or older to check-in. I would bet it is up to each hotel to decide. (Note that I'm not a lawyer and I'm necessarily the best person to find a true reference.)
And if a specific hotel doesn't mention their "requirement" on their webpage or any of their correspondence, I would agree that it is worth calling MR Customer Service over.
And if a specific hotel doesn't mention their "requirement" on their webpage or any of their correspondence, I would agree that it is worth calling MR Customer Service over.
Jul 14, 2014, 12:15 pm
#452
FlyerTalk Evangelist
Join Date: Aug 2006
Location: SNA
Posts: 18,240
I expect it would depend on layout of the casino.
Jul 14, 2014, 1:25 pm
#453
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,093
I never knew that this law exist, and of course it makes sense but how am I supposed to know? If there would've been an information on their website I would never booked it...
Again, if it would've been on their website it would be my fault but it was not. Marriott did a huge mistake and I'm asking myself ( and you guys ) what I should do..
Cheers.
Jul 14, 2014, 2:02 pm
#454
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,060
Getting back to his question fellow FTers. Do you think Ultimate Guarantee applies? If not, do you think he should ask for some points for the mix-up? If nothing else, any suggestions on how to get Marriott or Cosmo to change the website to say must be 21 to check-in to this property?
Cheers.
Cheers.
I would report this to MR if I were him. Marriott ought to put that information into the 'rate rule' section because I would consider 18 is the age when someone is an adult.
Jul 14, 2014, 2:33 pm
#455
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,216
While it might not have said it when booking through Marriott, it sure does say it when booking directly through the Cosmo website (last item below):
RESORT FEE
Guests will be subject to a nightly resort fee of $25 per room plus applicable taxes. $25 nightly resort fee includes standard high speed internet access* (excluding select meeting spaces), unlimited local toll-free and domestic long distance calls (50 states), 24 hour fitness center access and tennis court access (based on availability). The resort fee policy for packages and promotions may vary.
*While the standard internet service included in the resort fee is ideal for emailing and social networking, for an enhanced experience, guests may upgrade their internet bandwidth to premium internet service for an additional nightly cost. Premium internet service allows guests to stream large media files, watch movies and game.
DEPOSIT POLICY
A deposit of the first night room and tax will be charged at the time of booking. The deposit policy for packages and promotions may vary.
INCIDENTALS POLICY
A valid credit card authorized to cover additional room and tax, plus $150 a night for incidentals must be presented upon check-in.
CANCELLATION POLICY
Cancellation of reservations must occur at least 72 hours prior to arrival date to avoid being charged a penalty of the first night of room and tax. The cancellation policy for packages and promotions may vary.
SMOKE-FREE POLICY
Smoking is not permitted in guest rooms or meeting spaces. The gaming areas and bars are the only designated locations where smoking is permitted.
CHECK-IN POLICY
Guest must be at least 21 years of age for check-in.
RESORT FEE
Guests will be subject to a nightly resort fee of $25 per room plus applicable taxes. $25 nightly resort fee includes standard high speed internet access* (excluding select meeting spaces), unlimited local toll-free and domestic long distance calls (50 states), 24 hour fitness center access and tennis court access (based on availability). The resort fee policy for packages and promotions may vary.
*While the standard internet service included in the resort fee is ideal for emailing and social networking, for an enhanced experience, guests may upgrade their internet bandwidth to premium internet service for an additional nightly cost. Premium internet service allows guests to stream large media files, watch movies and game.
DEPOSIT POLICY
A deposit of the first night room and tax will be charged at the time of booking. The deposit policy for packages and promotions may vary.
INCIDENTALS POLICY
A valid credit card authorized to cover additional room and tax, plus $150 a night for incidentals must be presented upon check-in.
CANCELLATION POLICY
Cancellation of reservations must occur at least 72 hours prior to arrival date to avoid being charged a penalty of the first night of room and tax. The cancellation policy for packages and promotions may vary.
SMOKE-FREE POLICY
Smoking is not permitted in guest rooms or meeting spaces. The gaming areas and bars are the only designated locations where smoking is permitted.
CHECK-IN POLICY
Guest must be at least 21 years of age for check-in.
Jul 14, 2014, 2:38 pm
#456
Join Date: Jul 2012
Location: CGN
Posts: 107
Well they told me the same, but I booked it at Marriotts web page so it doesn't really matter for me.
I contacted Marriott already via twitter but I'll call them in a second. I definitely want a compensation - it's not about the check-in its more about the thing how they handled the situation, it's their fault that they didn't mentioned it on their website and now I have to pay a lot more...
I contacted Marriott already via twitter but I'll call them in a second. I definitely want a compensation - it's not about the check-in its more about the thing how they handled the situation, it's their fault that they didn't mentioned it on their website and now I have to pay a lot more...
Jul 14, 2014, 2:47 pm
#457
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,273
With a normal guaranteed Marriott.com reservation -- with absolutely no wording about any age restriction -- the OP had a legitimate expectation that the reservation would be honored.
Marriott.com reservations provide details about pet policy, smoking policy, parking, and all sort of other factors which vary (or don't vary) from one hotel to another. But reservations for the Cosmopolitan have nothing about something as significant as an age requirement?
Marriott's Ultimate Reservation Guarantee protect guests against overbooking situations, but the wording is not limited to overbooking situations.
I'm sure the OP was inconvenienced. In fact, the OP was probably inconvenienced quite a bit, given the size of the Cosmopolitan and the process checking in at a mega-resort (and then having to leave again). The Cosmopolitan owes the OP SOMETHING. And, considering that Marriott has a published policy guaranteeing reservations, that would seem to be the perfect solution.
Jul 14, 2014, 2:50 pm
#458
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,216
I agree. Since they are part of Marriott, and he is a Marriott Plat, why would he ever book directly through the Cosmo website? He should not be punished because their left hand does not know what the right is doing.
Jul 14, 2014, 2:53 pm
#459
Join Date: Jul 2012
Location: CGN
Posts: 107
Well I called Marriott and they told me that Marriott won't do anything. They said that it's the fault of the hotel, whereas the hotel says it's Marriotts fault.
We'll thank you Marriott, I even planned on doing my lifetime platinum in a couple of years.
We'll thank you Marriott, I even planned on doing my lifetime platinum in a couple of years.
Jul 14, 2014, 3:16 pm
#460
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,273
If neither Marriott nor the Cosmopolitan will honor the published rules for a Marriott Platinum member who has a legitimate reservation at an Autograph Collection (Marriott) property, then this reflects very badly on both.
I would hope and expect that with proper escalation, higher-level representatives of either entity will do the right thing.
Not only that, but it needs to be a high priority to fix the data for the Cosmopolitan on Marriott.com. Because such an age restriction is unusual and unexpected -- and not even uniform within Nevada -- it needs to be absolutely clear within the reservation process and clearly spelled out on the reservation confirmation.
Marriott should never answer something that's clearly wrong is the hotel's fault. Marriott should go to bat for the guest.
I would hope and expect that with proper escalation, higher-level representatives of either entity will do the right thing.
Not only that, but it needs to be a high priority to fix the data for the Cosmopolitan on Marriott.com. Because such an age restriction is unusual and unexpected -- and not even uniform within Nevada -- it needs to be absolutely clear within the reservation process and clearly spelled out on the reservation confirmation.
Marriott should never answer something that's clearly wrong is the hotel's fault. Marriott should go to bat for the guest.
Jul 14, 2014, 3:29 pm
#461
Join Date: Jul 2012
Location: CGN
Posts: 107
If neither Marriott nor the Cosmopolitan will honor the published rules for a Marriott Platinum member who has a legitimate reservation at an Autograph Collection (Marriott) property, then this reflects very badly on both.
I would hope and expect that with proper escalation, higher-level representatives of either entity will do the right thing.
Not only that, but it needs to be a high priority to fix the data for the Cosmopolitan on Marriott.com. Because such an age restriction is unusual and unexpected -- and not even uniform within Nevada -- it needs to be absolutely clear within the reservation process and clearly spelled out on the reservation confirmation.
Marriott should never answer something that's clearly wrong is the hotel's fault. Marriott should go to bat for the guest.
I would hope and expect that with proper escalation, higher-level representatives of either entity will do the right thing.
Not only that, but it needs to be a high priority to fix the data for the Cosmopolitan on Marriott.com. Because such an age restriction is unusual and unexpected -- and not even uniform within Nevada -- it needs to be absolutely clear within the reservation process and clearly spelled out on the reservation confirmation.
Marriott should never answer something that's clearly wrong is the hotel's fault. Marriott should go to bat for the guest.
Do you have any idea what I can do? I have no idea ..
Jul 14, 2014, 3:35 pm
#462
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,216
I had a problem recently with a Starwood hotel and CS escalated it to Corporate, and the problem was resolved. As a Plat, do you have an Ambassador or whatever they are called to help you out?
Jul 14, 2014, 3:50 pm
#463
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,060
Write to Marriott - log on, go to contact us. Write to them and tell them the situation. Make sure that you have your ressie (the one that is sent to you by email - not the mobile version as that one doesn't have enough info).
By writing to them, both MR and Cosmo will be involved.
By writing to them, both MR and Cosmo will be involved.
Jul 14, 2014, 4:57 pm
#464
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
Yeah I'd think the URG would apply here. You had a reservation, they didn't honor it. Heck even the wording on the website says "If for some reason..." it doesn't say "If for some reason as long as it's allowed by state law"
Jul 14, 2014, 5:00 pm
#465
Join Date: Nov 2001
Location: GEG
Programs: Marriott Lifetime Platinum, Hilton Diamond, Lifetime SkyClub, AS MVP
Posts: 2,407
Escalate via social media. Be the squeaky wheel.
