Lounge Closed
 

So I recently stay a long weekend a Marriott in a major city. When I checked in on Friday night they said the concierge lounge will be open on Sunday evening and Monday morning. Well Sunday night I went up to the lounge and my key didn’t work , so I went down to the front desk to be informed they think its closed tonight. So then Monday morning I went up there again and it was closed. The rate I booked already included breakfast so it’s not like they could have given me that free anyway . though the hotel didn’t even offer anything for it being closed. Should I complain to Marriott ? Should I expect my $100 voucher ?

To make matters worse I even noticed if you booked a Sunday night room on the website there was an option to pay for the concierge lounge access. So what would happen to those people who pay the extra money for the lounge and it was closed ?

It seems you were informed incorrectly, as opposed to not having something that was guaranteed, so you wouldn't be eligible for the $100. The lounge was likely closed because of the holiday, which would not trigger the guaranty.

I'd bring it to the GM's attention, though. After all, you likely came back to the hotel and thought you would be able to use the CL. Had you been correctly informed, you would have likely planned differently. That's an inconvenience that might be worth some points.

If you received breakfast on Monday morning, a room and your requested bed-type, and if you are a Plat, you received your Plat amenity, then you really don't have anything to apply the $100 guarantee toward. The hotel met those elite status requirements (at least it sounds like it from your post.)

With that said, you were told the CL would be open on certain dates and times, and it wasn't. I would say there is some room for improvement on communications from the hotel staff. I would suggest contacting the hotel GM and letting her/him know the issues. I would also suggest letting Marriott Customer Service know as well (if they get a lot of these complaints over a period of time, a pattern will emerge and they may want to help the hotel with their communications.)

If I had paid extra for a CL room (and was told the CL would be open) I would definitely be down at the front desk asking them to either rebate me the price different for a standard room, open the lounge, or provide a comperable benefit (i.e. free appetiser and drinks in the bar or restaurant.)

The breakfast on Monday morning was due to the room rate including it, not it being offered because the lounge was closed - or that's how I'm reading the OP's OP.

So how does that work? Does Marriott get off the hook on this one (brekkie coupons provided M-F if lounge isn't open) because his room rate included brekkie, or should they ante up something else as compensation, such as $100 or free appetizer or drink or points?

Also I read the OP's OP as he didn't pay extra for exec level, but wondered what happened when people do & the lounge is closed? That topic came up when Marriott first closed the lounge. I'm 100% w/ hhoope01 on his last paragraph.

Cheers.

under the benefits it does say "during normal hours of operation." so I would think a holiday that falls on a Mon-Fri doesnt fall into Normal hours of Ops even thou its a weekday as many other things at a Hotel may also be affected due to its being a holiday

There is a $100 that can be had if theres no Lounge access and they didnt give a Continental Brkfst but the OP had a full bkfst as part of their room so that would do away with that since the pt is for a person to beable to have something to eat and the OP

While I agree w/ you in principle, normal hours of operation are meant to be M-F. There is no verbiage on Marriott's website that says excluding holidays. BTW - day after Turkey Day (Black Friday) is not a 'legal' holiday, yet often lounges will be closed then. Heck, some properties close down their lounges entirely starting in the middle of December because bizness starts to slow down. That's hardly normal hours of operation.

It would make it easier/cause less confusion if there was a stated exclusion. Not advocating for one, but for clarification purposes. The topic has come up numerous times previously, and I think in one of the DC property threads Marriott Concierge acknowledged that there is no holiday exclusion listed, so people have the right to expect the lounge to be open or brekkie certs provided.

I was just curious if the OP is out of luck because his rate included brekkie, or if they would/should offer him something else such as an appetizer or drink chit because the lounge wasn't open on Sunday eve.

BTW - he raises a valid point that if they were selling exec level rooms @ a higher price point on the Sunday night w/ lounge access, then what happens w/ those folk who have paid extra but don't get what they're paying for? I think hhoope01's suggestions were spot on.

Cheers.

Even I agree with this, if a person pays extra for something and doesnt get it then they shouldnt be charged.

But since the OP was getting bkfst anyway and a better at that the pt is moot in their case. Now I dont remember the FAQs saying anything about getting something at night if it isnt opened only regarding bkfst, so I dont feel a Hotel has to extend anything to anyone beyond a continental bkfst in their restaurant and if they do be happy

so even thou the OPs Hotel should have extended to them a continental bkfst and didnt its not something I would ask $100 for,if like the OP I was on aRate that included bkfst. If I was on a rate w/o bkfst then go for it

Apparently naming the city and property would be too much information?

I don't care to go back and search it (though if someone else wants to it would be appreciated), but I seem to recall a similar discussion perhaps two years ago in which it was confirmed that holidays are excusable exemptions to the M-F lounge guarantee.

Edit: Found the thread I was thinking of and socrates clarified that holidays are not exempt contrary to prior anecdotes.

We were at the Marriott Marquis in Atlanta over the Easter weekend. We arrived on the Thursday before when the lounge was open as it was on Friday morning. Then we were informed that the lounge will be closed until Monday evening. We were surprised because Monday was not an official holiday so expected the lounge to be open on Sunday evening. We asked front desk if they were providing bkfst for PLATs when the lounge was closed and were told that they do not provide bkfst to PLATs when the lounge is closed..

On Sunday when I was discussing a billing issue (I was using an EEO for one of the nights which always seems to casuse a confusion in bills), the front desk agent told me that they had been giving bkfst coupons to PLATS checkinig in on Sunday and gave us one as well for the two of us. Had I not been at the front desk on Sunday, I guess I would not have received them..
I am assuming that some one must have complained when checking in that Monday was NOT a holiday and it was a regular business day and the hotel agreed and therefore gave bkfst coupons.....

Thanks for naming the property.

BUT, I was NOT the OP:)

Exactly.

Correct

I had the same problem where I was told last weekend that the club would be open on Sunday afternoon on the Friday before. So Sunday I tried to enter the club and the sign posted on the door said the club will reopen on Tuesday morning and the club was being used for a private party. The front desk comp my friend and I breakfast on Monday morning and Starbucks the night before. Was that not fair compensation? I stayed at the Marriott IAD.