Sep 28, 2018, 3:11 am
FAQ : Marriott "The Ultimate Reservation Guarantee" (pre-Bonvoy)
Jan 22, 2004, 10:03 pm
#46
Join Date: May 2002
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by NOVAGOLF:
Hi guys....
I didn't realize my question would generate a 21 post thread :-)
I emailed the manager and requested a comp 3 night stay at a Renaissance for a stay in LA in March. I used many of the comments made on this thread to draft my letter. I will post the details of the response when I get it.
Thanks again for the help.</font>
Hi guys....
I didn't realize my question would generate a 21 post thread :-)
I emailed the manager and requested a comp 3 night stay at a Renaissance for a stay in LA in March. I used many of the comments made on this thread to draft my letter. I will post the details of the response when I get it.
Thanks again for the help.</font>
Jan 23, 2004, 5:41 am
#47
Join Date: Jan 2002
Location: Nova Scotia, Canada
Posts: 156
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by zakami:
Ask him to put you up at the Renaissance Hollywood... nice hotel and great location!</font>
Ask him to put you up at the Renaissance Hollywood... nice hotel and great location!</font>
Jan 23, 2004, 8:30 am
#48
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[This message has been edited by socrates (edited Mar 23, 2004).]
[This message has been edited by socrates (edited Mar 23, 2004).]
Jan 23, 2004, 8:33 am
#49
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[This message has been edited by socrates (edited Mar 23, 2004).]
[This message has been edited by socrates (edited Mar 23, 2004).]
Jan 23, 2004, 9:53 am
#50
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<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by socrates:
Please note I did not say the hotels were not allowed to offer more....this is the minimum they must offer, but each situation is different and if I was bumped to the Pres Suite at a Four Seasons or Ritz-Carlton I'm not sure I'd expect too much more
[This message has been edited by socrates (edited Jan 23, 2004).]</font>
Please note I did not say the hotels were not allowed to offer more....this is the minimum they must offer, but each situation is different and if I was bumped to the Pres Suite at a Four Seasons or Ritz-Carlton I'm not sure I'd expect too much more
[This message has been edited by socrates (edited Jan 23, 2004).]</font>
Jan 23, 2004, 10:52 am
#51
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[This message has been edited by socrates (edited Mar 23, 2004).]
[This message has been edited by socrates (edited Mar 23, 2004).]
Jan 31, 2004, 7:22 am
#52
Join Date: Jan 2002
Location: Nova Scotia, Canada
Posts: 156
Just to update those who are patiently waiting to here what happened I am still waiting for a reply from the manager. I emailed him back on the 23rd (at his request) and as of this morning (31st) have not heard back. I emailed him this morning to follow-up and will let you know what happens.
Jun 28, 2005, 5:59 pm
#53
Join Date: Jan 2005
Location: CHI
Programs: UA 1K, Marriott Plat, SPG Gold, PC Gold
Posts: 174
reservation guarantee compensation
I was at a residence inn recently which was overbooked. They told me the only other option was to walk me to the Holiday Inn Express down the street and that all Marriott properties in the city were sold out. They asked me and a colleague to share a 2 bedroom suite. It was late at night, so we obliged. The next day I talked to the assistant manager about the $100 reservation guarantee for elite memebers... but I wasnt sure if this was for full service only or if it was for platinums only. She produced this chart that said Gold and Platinums who dont get their reservation guarantee at a Residence Inn get only $50 in compensation. She said she could either give me a $50 marriott bonus bucks that could only be used at RI or lower cat properties or 15,000 rewards points. I took the 15k rewards points, and they actually filed to my account within 5 days!
My questions are, is it $50 or $100? Is this compensation supposed to be in cash or bonus bucks? Is 15k points a standard alternate compensation? Which do you think is a better deal?
My questions are, is it $50 or $100? Is this compensation supposed to be in cash or bonus bucks? Is 15k points a standard alternate compensation? Which do you think is a better deal?
Jun 28, 2005, 6:14 pm
#54
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Originally Posted by tanda_raho
I was at a residence inn recently which was overbooked. They told me the only other option was to walk me to the Holiday Inn Express down the street and that all Marriott properties in the city were sold out. They asked me and a colleague to share a 2 bedroom suite. It was late at night, so we obliged. The next day I talked to the assistant manager about the $100 reservation guarantee for elite memebers... but I wasnt sure if this was for full service only or if it was for platinums only. She produced this chart that said Gold and Platinums who dont get their reservation guarantee at a Residence Inn get only $50 in compensation. She said she could either give me a $50 marriott bonus bucks that could only be used at RI or lower cat properties or 15,000 rewards points. I took the 15k rewards points, and they actually filed to my account within 5 days!
My questions are, is it $50 or $100? Is this compensation supposed to be in cash or bonus bucks? Is 15k points a standard alternate compensation? Which do you think is a better deal?
My questions are, is it $50 or $100? Is this compensation supposed to be in cash or bonus bucks? Is 15k points a standard alternate compensation? Which do you think is a better deal?
Jun 28, 2005, 6:31 pm
#55
Join Date: Sep 2001
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You should have received $100 cash - if Platinum, $100 + 2 free nights. See below:
The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
* At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.
* At Courtyard by Marriott; Fairfield Inn by Marriott, SpringHill Suites by Marriott; Residence Inn by Marriott; and TownePlace Suites by Marriott: Alternative accommodations, plus $100. (Platinum members also receive 2 free room certificates.)
The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
* At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.
* At Courtyard by Marriott; Fairfield Inn by Marriott, SpringHill Suites by Marriott; Residence Inn by Marriott; and TownePlace Suites by Marriott: Alternative accommodations, plus $100. (Platinum members also receive 2 free room certificates.)
Jun 28, 2005, 9:31 pm
#56
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Originally Posted by gardener
You should have received $100 cash - if Platinum, $100 + 2 free nights. See below:
The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
* At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.
* At Courtyard by Marriott; Fairfield Inn by Marriott, SpringHill Suites by Marriott; Residence Inn by Marriott; and TownePlace Suites by Marriott: Alternative accommodations, plus $100. (Platinum members also receive 2 free room certificates.)
The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
* At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.
* At Courtyard by Marriott; Fairfield Inn by Marriott, SpringHill Suites by Marriott; Residence Inn by Marriott; and TownePlace Suites by Marriott: Alternative accommodations, plus $100. (Platinum members also receive 2 free room certificates.)
Jun 29, 2005, 1:26 pm
#57
Join Date: Feb 2004
Programs: AA 'kettle', Marriott Gold, ICH Gld, Hertz 5*
Posts: 5,258
If you normally stay at Marriott's and use the points system for free stays, I'd say you did OK. At basic valuation, the points are worth about 150.00. Assuming you acrued no room charges for your unfulfilled reservation, I think they compensated you fairly, though not stricly per policy.
You now know what to expect in the future, at least per policy...
HIE's are usually pretty good properties. Hope it didn't interfere with your plans too much.
Pat
You now know what to expect in the future, at least per policy...
HIE's are usually pretty good properties. Hope it didn't interfere with your plans too much.
Pat
Jun 29, 2005, 8:14 pm
#58
Join Date: Mar 2005
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So how far do they go?
Do they cover choice of beds, 2 double or one king?
Somking/Non-smoking?
Rollaway?
High floor/ low floor?
City View/ Garden view?
SR
Do they cover choice of beds, 2 double or one king?
Somking/Non-smoking?
Rollaway?
High floor/ low floor?
City View/ Garden view?
SR
Jul 1, 2005, 9:51 pm
#59
Join Date: Jul 2004
Programs: AA - Exec Plat, Marriott Platinum Premiere; Lifetime Platinum;
Posts: 484
Compensation for Being Walked
Had a reservation in a Courtyard in Albany, GA. Arrived at 2:30 AM. Night clerk apolegetically told me that due to guests extending their stay, the property was oversold and no rooms available. Set me up at a Sleep Inn 5 miles down the road. Was too beat to even listen to anything else. --- Next day I went to see the GM. Explained the situation. Without bearly finishing the end of the story, the GM presented me with 3 Platinum Guest coupons, each good for any Courtyard 1 night stay at anytime plus 5000 points. Of course my previous night was comped. Excellent way to handle situation. GM Karla Williams deserves high praise for turning a poor situation into a pleasant one.
Jul 1, 2005, 10:12 pm
#60
Join Date: Mar 2005
Location: Phoenix, AZ
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Posts: 248
Well handled...but
Originally Posted by fredlisancnc
Had a reservation in a Courtyard in Albany, GA. Arrived at 2:30 AM. Night clerk apolegetically told me that due to guests extending their stay, the property was oversold and no rooms available. Set me up at a Sleep Inn 5 miles down the road. Was too beat to even listen to anything else. --- Next day I went to see the GM. Explained the situation. Without bearly finishing the end of the story, the GM presented me with 3 Platinum Guest coupons, each good for any Courtyard 1 night stay at anytime plus 5000 points. Of course my previous night was comped. Excellent way to handle situation. GM Karla Williams deserves high praise for turning a poor situation into a pleasant one.
7. The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.
At Courtyard by Marriott; Fairfield Inn by Marriott, SpringHill Suites by Marriott; Residence Inn by Marriott; and TownePlace Suites by Marriott: Alternative accommodations, plus $100. (Platinum members also receive 2 free room certificates.)
