i couldn't find anything event wise

i am guessing that they're jammed for valentines day, unless theres some other event that isn't coming up.

i agree...i would get the plat line to conference call the GM...

maybe the Marriott Concierge can find out?

Another email from GM (with Plat desk CCed since they are involved)

Dear xxxxx
I got your e-mail, but since the hotel is sold out, I don't have the Platinum overrides available. I have no rooms available.
If something changes, I will definitely contact you myself.
Please feel free to contact me directly if you have questions or concerns.
Sincerely,

The logic here is astounding. The hotel being sold out is the entire reason for the Plat override.

Filed a BB complaint and will post something on tripadvisor. But other than email to GM and Marriott nothing much to do but switch loyalty.

I'm Starwood Platinum and they had no issues getting me a room in same city.

Marriott Platinum is now worthless except for more pts. In the past month:

I was denied an extra hr for checkout after a 17 night stay! Upgraded at that same hotel to a room with the worst view for that room type(huge tree blocked any view). My complaint to be placed in a different room (when available) for same room type was ignored.

I was given blackout dates for awards 11 months in advance when plenty of regular rooms were bookable (rep said u need to book it within an hr of room becoming available due to capacity controls)

I was denied platinum availability override a week 1/2 in advance..

??? no agent needs to call a hotel to "ask" for an override...the system automatically grants it unless a special event waiver was granted by MI HQ or unless you already have a Platinum override reservation covering the same night (you can only have 1 override on a given night)....I would log into m.com and book directly or call back

Marriott.com won't let me do it for whatever reason

Another message from the GM

Hello xxxxx

Believe me, the last thing I want to do is make you mad, but the hotel is sold out and our inventory closed. If something opens, I'll be happy to contact you. We value you as a loyal Marriott Elite member, but this a special event with it being Valentine's Day and President's Day weekend.

Sincerely,

So platinum override doesn't apply whenever a hotel is sold out only whenever it's not (then you don't need it)

Just spoke to plat desk. The official reason is weekends are a busy time so they can't offer a room.

When I asked them what the platinum guarantee means they agreed with me but said it's up to the hotel

Actually...I had this happen to me. Ren Nashville (My FAVORITE hotel lately, btw) had no availability. Called PP line, and was told "the new system sometimes needs me to call" to plat override. The fine lady had it taken care of in about 3 minutes. She did say I was lucky that I called when the hotel "rooms manager" :rolleyes: was in.

This said...not really sure I am believing much of this thread. How about giving us the hotel OP????? :confused:

The hotel is the Courtyard Atlantic City


Spoke to GM on phone who said they never had someone force a platinum over-ride. His reason is he wouldn't want to have someone lose their room for a sold out hotel. Skirted the issue whether he got permission from Marriott to label the night as a special event.

Another email(from customer care)

Thank you for contacting Marriott Customer Care. I have reviewed your concerns and spoken with hotel General Manager xxxxx xxxxx. I do apologize that Atlantic City Marriott Courtyard is not able to accommodate your request for the stay . I have left a voicemail on your phone number provided to Marriott Customer Care Office. Hotel has to have special authorization from Mr. Marriott's Office when the hotel inventory isn't able to accommodate an over-ride. We do apologize for the rare times this happens.

Thank you for choosing Marriott.

(The voicemail said we are sorry the plat desk rep helped you before but we consider this case closed.)


Anyone have the corporate/executive office email?

I'd copy and past the T&C of the Plat guarantee in my next e-mail to the GM and ask him exactly what part of the T&C allows him to not give you a room...

So are they trying ot claim they got special permission based simply on Vaentine's/President's Day? That doesn't seem "big" enough to me, but I can't book either when logged in as a Plat.

Wow. That seems nuts. I am also a diamond member with Hilton and haven't had that type of issue. Good luck in the other hotel and I would have to say that I would definately change companies.

Force the issue. This is a clear violation of the program's rules. The hotel either needs to honor the reservation or get out of the Marriott system. I left Marriott for almost two years for reasons very similar to this and Marriott making NO effort to enforce their own rules and the fact this is happening again does not sit well with me.

BTW, I could not book the room either and if I really wanted to stay there, this would be enough to cause me to bail on Marriott again.

Somebody from corporate reading this needs to get this fixed for the OP and now!!!!! And we all KNOW you read these daily....... I for one will be watching this thread closely and await some news of a positive resolution!