Should I Be Upset?
 

My wife missed her connection tonight to the last flight of the day at PHL. I called the platinum line to try to get her a room on points. The first person I spoke with told me she could get her a room at the Marriott at the airport but that they would not accept points and would only give her a room for $379. She said that all the other PHL Marriott's were sold out. I hung up and called back and spoke with another agent who put me on hold while she called every airport Marriott (I think there are 6) and said she could not get a room, even with a platinum override. I feel like they both tried to help me out but I also wonder why I bother staying 75+ nights/year if when I really need them they can't pull some strings and come through. If the airport Marriott was able to sell me a room, why couldn't they accept points? This situation is a rarity for me so I'm not sure how I should feel about it. Thoughts from the pros here?

if your wifes missed connection was due to the airlines late arrival, why didn't she approach the airline to get her a room and/or if the ticket was purchased with certain credit cards, they'd also pay for an overnighter?

The platinum guarantee is for reservations 48 hours out.
Unfortunate for your wife and i am sure frustrating but what did you want Marriott to do? If there are no rooms there are no rooms.

A couple years ago, I had a similar experience in Philly. When things go bad at the airport, hotels fill up very quickly. Ultimately, I was able to find a room at the Convention Center Hampton Inn in Center City. I tried Marriott first, then Starwood and Hilton third. The Hampton Inn was the only hotel with anything available.

OT: DL rebooked me on a flight for noon the next day, but I needed to get back to ATL earlier. There was a flight at six in the morning. I asked for SB and was told I was 14th on the list for an oversold flight. I went to the airport anyway, and thought I could charm the agent at check-in. We were having a very nice conversation, right up until I asked her when she was due. She gasped, "I'm not pregnant." My face turned a very dark shade of red, as I said, "Should I even bother going through security, or have I just destroyed any chance of getting on the flight?" She laughed and pointed out that she was wearing a bulky cable knit sweater under a hoodie, so she could see how it looked like she was pregnant, but, to this day, almost every time I fly through Philly, someone says, "Aren't you the guy who thought K**** was pregnant?"

PS, despite confirming that I was 14th on the SB list, I made it on the flight!

it's very possible the room you were offered wasn't a standard room (hotels are encouraged to make all room types available using points however it is not required)

having worked in airport markets that is very true...and by quickly he means very quickly, it's very common for airport hotels to go from a very low occupancy to sold out in a short matter of time if things go wrong at the airport

This was another comedy of errors. She got in after 11 and when she walked off the plane someone handed her a new boarding pass for the morning and told her to go to customer service and someone would give her a voucher for a hotel. When she went there an airline employee told her everyone in that department leaves at 11 and she should book a cheap hotel and talk to someone in the morning to get reimbursed. I'm sure you will be shocked to know that this morning no one would reimburse her.

Also, for those asking, I'm pretty sure that nothing out of the ordinary happened at the airport yesterday weather-wise that would cause all of the rooms to fill up. Obviously something else could have happened that could fill up the rooms quickly but I have no idea what.

I've seen points use not available at certain properties that appear to be close to being full. Frustrating? Yes. Something to be upset about? IMO no.

The airline story doesn't surprise me. I've had instances where I overhear gate agents acknowledging they have no idea how the baggage will get to customers destinations as they rebook passengers. I've also had vouchers given to me when other flights are available, but the agents don't take the time to check. It's all laziness and lazy employees - I've met a few that are great, however.

As for Philly, the R1 line from the Airport takes you to within a block of the CC Marriotts and takes about 20 mins. If it happens again I'd go that route.

No, you shouldn't be upset. Live and learn. Laugh it off. One day, this will be a story of odd adventure that you can share with others.

Also, platinum Guarantee applies only to the platinmum member staying tn the room, not for rooms reserved for others.

True, but I wouldn't take the airport rail line at 11 pm and then walk to the hotel, especially if not familiar with Philadelphia.

I lived in Center City for two and a half years and still have friends there. It's safe. I understand you wouldn't want to be in an unfamiliar area, but felt the need to point out it's safe.

Good reason to maintain points and status at SPG? Yes.


And it's not just properties that are close to being full.

If there were no rooms available at 11 PM, there were no rooms available. I'm sure that if there were one, they would have booked it for you. Not sure what there is to be upset about.