SkiAdcock

He said that it's a Hilton. If he's not a HHonors member he should join before he checks out!

LOL re: adding to Marriott website & IT don't screwing up something else. But thanks to Mystery7 it's now been added so someone else doesn't run into the same problem.

Cheers.

Eujeanie

But interestingly, the JW Marriott in Summerlin, which also has a casino on the premises (although it might be privately owned, the "Rampart"), does not have that under 21 disclaimer.

Mystery7

The only compensation I got were the 90k points. I ended up paying a little bit more than I thought I have to but that is perfectly fine with me, I got 90k points !!

I've stayed at the Hilton Elara before ( I'm a Hilton Gold member ) and loved that place. We booked a 1 BDR Suite and got an upgrade to the premium floor ( 50-56 )

nacho

90k is a good compensation IMO.

Nansterz

Someone mentioned this thread to get a little more info on my situation. I have a reservation booked for a suite at the Ritz Carlton St. Thomas in a couple months (booked back in February). Due to some *surprise* renovations, none of the suites are available. Does the guarantee apply here? It says "If for some reason we’re unable to honor your reservation.." As far as I'm concerned, they can't honor my reservation; I reserved a suite and they don't have what I reserved. I understand that this applies if you get walked when you are checking in, but what about advanced notice?

Come to find out this evening, those with reservations that can't be honored are being moved to the "Destination Club".. is that an equivalent? an upgrade?

hhoope01

See my response in the http://www.flyertalk.com/forum/23210495-post24.html thread.

jjava

Having difficulties getting the Ultimate Reservation Guarantee (URG) to be honoured. I was walked about 6 weeks ago from a full service Marriott I booked a week in advance. Have an open case with Marriott, they have confirmed that I should get 90K points and $200. Calling the hotel, obviously the front desk staff can�t do anything, they just send me to Voicemail. Call Marriott, they submit a request to the hotel and can�t do anything. I�ve been told several times that I should receive a call back from the hotel, or that the points and check are on the way.

I�m getting sick of calling Marriott because each time it is a about a 1 hour call. I�ve been calling roughly once per week. I�m seriously considering switching Marriott out as my primary chain at 46 nights stayed this year. Not because I was walked but because of Marriott�s inability to be helpful (the call staff try to be helpful and are all really nice).

Anything else I can try? Or am I overreacting and URG is just a thing on the webpage that nobody actually gets and I should just move on?

UpgradeMe

Just one of multiple existing threads:
https://www.flyertalk.com/forum/marr...d-threads.html

Mr. Vker

I would email the CEO's office. That helped me with a different matter recently. Explain the lack of service and response and how it's been an issue interfacing with Marriott.

[email protected]

pinniped

I've only invoked it once (when I was Platinum), and it was a freaking battle. This was when the published benefit was some sort of "ultimate free night" type certificate - good anywhere in the world with almost no limitations. Had two rooms walked, and I think the rules at the time called for 4 such certificates.

In the end, after lots of haggling, I got something like $1000 in gift cards and all of the costs covered at the new hotel for 2 nights (another Marriott). They did not attempt to "un-walk" me after 1 night, as I assume they could have done. The new hotel was shocked that they were walking Plats, and they were super cool - jr suite upgrades and breakfast comps for everyone in our party, even though it was a Courtyard that doesn't usually do this.

As with the OP, corporate was on my side but the hotel was being a pain. I settled on the gift cards just to make it all stop. I didn't have an imminent high-value stay planned, but we had lots of the more mundane $100-200/nt type stays that year. So the gift cards were fine in my case, just annoying that it was me who had to push so hard or I would not have gotten anything.

taxquestion332123

Hey all,

I'm a new platinum member with Marriott, and before this I've never held any status with any hotel chain, so please forgive me if my questions seem silly.

I noticed that Marriott has a list of 'guaranteed' benefits for Platinum members, in that if you do not receive the benefit, you are compensated with either points or cash. My source for that is here: https://www.marriott.com/marriott-re...s/guarantee.mi

Some questions I had:

- how do these things usually go? For example, the 'welcome gift': if I check in, is offering this to a member with status just a rote part of the script the desk clerk will go through while checking me in?
- If I don't receive it, is it worth contacting Marriott over, and can other properties I book after the fact see that complaint?

Thank you!

edcho

Congrats!

I would check out the following threads:
USD100 for "Guest compensation" as stated on your Marriott website?
https://www.flyertalk.com/forum/marr...reads-201.html

Basically you have to claim the $100 guarantee before you leave the property or you forfeit the guarantee.

CJKatl

As for the arrival gift, if you choose the points you will not know if they do not post until long after you have left the hotel and your stay's points post. As a practical matter that means you cannot report this while still at the hotel and collect $100. Many have tried but I do not remember ever reading that someone succeeded. Personally I always say something like, "I want the points as my PAG" and it is always acknowledged but sometime it does not post. A quick call to Marriott and the points will be posted, but there is no compensation given for the hotel's error.

taxquestion332123

Wow great resources, thank you.

As far as other things, like the guaranteed room upgrade, does this just happen without me saying anything? Or would I need to ask?

Thanks again.

taxquestion332123

Is it better to request points instead of the cash, in your opinion? How about for lower value chains, like TownePlace Suites?

Thank you!