Marriott Platinum Guarantee -- Why it needs help
 

I know many have spoken about this before, but I felt it was worth bringing up again. Marriott's Platinum "Guarantee" is hardly a guarantee. In fact, it's quite frustrating to only need it in one or two special occasions, and be rejected both times.

Before the flames start, please understand that I know this "guarantee" is for our benefit, and that we should be thankful Marriott offers it. I agree....but I am tired of being told "sorry, we can't offer it" when I actually need to use it. On a random August Tuesday night in Dallas, I'm sure Marriott would be happy to offer it. Try to use it when you actually need it though, and it's unlikely to work.

In fact, the way they write about it on their website is even frustrating:


48-hour Guaranteed Availability: Limited to Platinum Member's personal guestroom. Guaranteed room availability for reservations booked at least 48 hours prior to arrival available at all participating Marriott hotel brands except Marriott Vacation Club. 48-Hour Guaranteed Availability may not be available on certain limited dates (e.g., special events). Benefit cannot be used in conjunction with award usage or any type of promotional or discounted rates. For Residence Inn and TownePlace Suites, 48 Hour Guaranteed Availability applies to studio rooms only.


Basically, the 3rd sentence is the only one that truly matters. It says this "guarantee" is HARDLY a "guarantee". It's a "conditional guarantee", which is about as useless as my Platinum status that I have to stay 75 nights a year for.

You guessed it, I called regarding Super Bowl rooms after the Giants made the SB. I understand the issue at hand (NFL and others booking rooms way in advance), I just don't get why they aren't smart enough to actually set aside 10-15 rms for elites. At the end of the day, we are supposedly Marriott's "elite clientele"...unless of course "special events" arise and others displace us.

Marriott: Do everyone a favor, kill the "guarantee" and just say "will make our best efforts to find you a full priced room". I know it won't help your marketing pitch...but it will help your client relations. Count me as one pissed off Platinum member.

I've used the override MANY times without problem (without looking back I'd say easily 3-4 times/year for many years). In fact I can only think of two times off the top of my head that it didn't and one of those a quick call to the GM and I was able to get a room.

Obviously YMMV.

I tried to use the Platinum guarantee -- first time in many years -- a few weeks ago for the Renaissance Palm Springs. An ordinary February weekend booking -- denied even after appeal. The hotel is sold out because of a small convention next door -- other nearby properties wide open. Not an extraordinary event (Superbowl, quadrennial convention, New Year's Eve), just a run-of-the-mill convention. Unbelievable.

Isn't an override intended exactly for this scenario?

The Plat OR works at sold out hotels. It even works at hotels that are sold out due to a major event in the city. It doesn't work when a single person or organization books the entire hotel.

Hi,

The guarantee could even get me into the NY Marriott Marquis for New Year's Eve, making a booking just 10 days in advance.

So yes, to me, it looks like it works.

Cheers,

GenevaFlyer

I've seen it work a number of times as well.

It's really poor marketing on Marriott's part. By calling it a guarantee it only sets up people for disappointment when they actually can't get in. What they need to do is just call it 'enhanced availability' or something like that.

Certainly if you're going to complain about the guarantee, and I grant you there is room to complain about it, Super Bowl weekend should be one of those exceptions they've "allowed" for themselves, right?

Yes the Super Bowl should really be considered one of the "Special Events." You might have a legitimate overall beef regarding Platinum Guarantees but I would pick a different battle than Super Bowl weekend when directing armed forces into battle. Room rates are really expensive that weekend in Indy, if you can even find one. And I've heard, but can't confirm the Marriott Place of hotels (Springhill, Courtyard, Marriott, JW and FF, which are all connected either adjacent or covered walkway) has been largely booked by the NFL.

Successfully invoked the guarantee during the World Series in St. Louis. Of course with today's MLB news, next year's World Series will be in Detroit.

Very happy for you but the OP's situation is different. You never know where the World Series will be played until you get down to the two final teams. OTOH, The SuperBowl city is known years in advance. The NFL et al booked rooms long ago and that's what makes this situation different.

Sorry OP, for the future may be better to book long in advance with cancelation privileges than find yourself in one of the worst hotel situations possible.

:D

I'm booking my rooms now - I'd love to see a series at ComericA

In all seriousness though the NFL contracts all of the immediate rooms near SB venues - hotels are not in a position to hold a few rooms back (other large events have similar requirements)...if the hotels did not make this agreement the NFL would have picked another city for the SB...unfortunate yes but this is the exact same rule HGA/Club Marquis had in place before it became Marriott Rewards

I appreciate all the feedback. After another day to consider the situation, I'm slightly less frustrated as I understand this was beyond Marriott's control.

With that being said, I still hold to the statement that the "Guarantee" isn't accurate. It's great marketing, but it's deceitful as well. I've had 2 other occasions (random conventions, NOT big events) that were in the area and thus they weren't able to offer the Guarantee, YMMV obviously.

I know Marriott's marketing team won't like it, but it's time to change it to "enhanced availability" like the other poster said. Either it's a Guarantee, or it's not.

I've written their customer service, and expect to hear back shortly with a form response pointing me to the paragraph which says they have the ability to waive the guarantee as they see fit.

I have been trying to extend a stay at the JW in Cancun for two extra days in February. I cannot get a platinum override due to some convention, and I have called the hotel directly several times as well as MR Customer Service. The neighboring Casa Magna is also unavailable.

They keep telling me that the hotel is already oversold. Well, isn't that what the platinum guarantee is supposed to be used for... getting a room in a sold out hotel!