hotel says I don't have a confirmation but I do
Apr 11, 2013, 10:19 am
#31
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,700
If I had an easy flight there I'd be tempted to book, go and join in all the resulting fun!!!
Apr 11, 2013, 12:07 pm
#33
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
Mike
Apr 11, 2013, 12:21 pm
#34
Join Date: Apr 2011
Location: Treasure Coast, FL
Programs: DL Diamond, Marriott LT Plat, HH Diamond, Avis Preferred Plus, National Executive
Posts: 4,578
Was just able to book a room at the $229 rate for 5/3-5/4.
I will cancel of course but seems it is still an issue.
I will cancel of course but seems it is still an issue.
Apr 11, 2013, 12:22 pm
#35
Join Date: Jul 2009
Location: DFW
Programs: AS, BA, AA
Posts: 3,670
If an Elite Member has a confirmed reservation, but is relocated from the hotel upon arrival, the property will pay the Ultimate Reservation Guarantee compensation in place on that date under the Program Rules.
Obviously they have made a monumental error and are trying to wiggle out of it without doing anything to admit the error. Make them admit the error. They must either honor the reservation, cancel your reservation, or walk you after you arrive on property. There are no other options, unless you give them those options. Likely, if you play hardball, they will move on to easier prey who will let them get away with it.
You should definitely go ahead and book a fully refundable backup room at another hotel, even if it's really expensive. You had a written contract, they are threatening to breach it. Your legal responsibility is to try to minimize your damages caused by the breach of contract. You can recoup the additional expenses (i.e. damages) later if Marriott does indeed breach the contract.
Personally, I would just call Marriott corporate and raise hell. It can't possibly be that they have already walked/canceled/denied every single non-Plat guest who had a confirmed reservation, so why are they targeting Marriott elites?
Apr 11, 2013, 12:36 pm
#36
Join Date: Jul 2009
Location: DFW
Programs: AS, BA, AA
Posts: 3,670
For one of you plats who has made and canceled a reservation, see if you can book it again.
OPs easiest solution may be to cancel and re-book. Obviously the hotel is aware of the error and has taken steps to prevent a recurrence, so anything booked now would be valid, correct?
OPs easiest solution may be to cancel and re-book. Obviously the hotel is aware of the error and has taken steps to prevent a recurrence, so anything booked now would be valid, correct?
Apr 11, 2013, 12:39 pm
#37
Join Date: Apr 2011
Location: Treasure Coast, FL
Programs: DL Diamond, Marriott LT Plat, HH Diamond, Avis Preferred Plus, National Executive
Posts: 4,578
For one of you plats who has made and canceled a reservation, see if you can book it again.
OPs easiest solution may be to cancel and re-book. Obviously the hotel is aware of the error and has taken steps to prevent a recurrence, so anything booked now would be valid, correct?
OPs easiest solution may be to cancel and re-book. Obviously the hotel is aware of the error and has taken steps to prevent a recurrence, so anything booked now would be valid, correct?
Apr 11, 2013, 12:55 pm
#38
Join Date: Aug 2006
Programs: AC SE, Marriott Platinum Lifetime, Hilton Diamond, Priority Club Platinum,
Posts: 161
Just tried, and I can still book a room as a plat, which is pretty ridiculous. So the hotel can't put a lid on this? Any plat can book one room and the hotel can't refuse, even when they are trying to oust previously booked guests? 
Apr 11, 2013, 1:58 pm
#39
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
You have a confirmed reservation until they cancel it. I would tell them you won't discuss this over the phone anymore, as far as you are concerned and the Marriott computer system is concerned, you have a confirmed reservation in writing. If they are cancelling your reservation, they need to send you notice in writing. Calling you on the phone and telling you "you don't have a reservation" does not serve as appropriate notice of cancellation. (They have to admit you have a reservation before they can cancel it. @:-))
Obviously they have made a monumental error and are trying to wiggle out of it without doing anything to admit the error. Make them admit the error. They must either honor the reservation, cancel your reservation, or walk you after you arrive on property. There are no other options, unless you give them those options. Likely, if you play hardball, they will move on to easier prey who will let them get away with it.
You should definitely go ahead and book a fully refundable backup room at another hotel, even if it's really expensive. You had a written contract, they are threatening to breach it. Your legal responsibility is to try to minimize your damages caused by the breach of contract. You can recoup the additional expenses (i.e. damages) later if Marriott does indeed breach the contract.
Personally, I would just call Marriott corporate and raise hell. It can't possibly be that they have already walked/canceled/denied every single non-Plat guest who had a confirmed reservation, so why are they targeting Marriott elites?
Obviously they have made a monumental error and are trying to wiggle out of it without doing anything to admit the error. Make them admit the error. They must either honor the reservation, cancel your reservation, or walk you after you arrive on property. There are no other options, unless you give them those options. Likely, if you play hardball, they will move on to easier prey who will let them get away with it.
You should definitely go ahead and book a fully refundable backup room at another hotel, even if it's really expensive. You had a written contract, they are threatening to breach it. Your legal responsibility is to try to minimize your damages caused by the breach of contract. You can recoup the additional expenses (i.e. damages) later if Marriott does indeed breach the contract.
Personally, I would just call Marriott corporate and raise hell. It can't possibly be that they have already walked/canceled/denied every single non-Plat guest who had a confirmed reservation, so why are they targeting Marriott elites?
How about some practical advice. Every minute that is passing, there are fewer physical rooms to be had anywhere near where OP wants to be. All very well to schlep out there to berate some minimum wage worker at a FD and then go sleep in a box under a bridge or whatever.
Apr 11, 2013, 2:32 pm
#40
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
[QUOTE=yul lite;20575431]Just tried, and I can still book a room as a plat, which is pretty ridiculous. So the hotel can't put a lid on this? [QUOTE]No they can't as they don't control the Plat Overide capability that is only held by corporate which is running exactly has designed. This doesn't allow any hotel to try and circumvent the Plat Benefits. The hotel should have planned better.
Apr 11, 2013, 3:08 pm
#41
Join Date: Feb 2008
Location: CLT
Programs: AA-EXP, MR-PP
Posts: 3,440
And how's that gonna help OP get a place to sleep?
How about some practical advice. Every minute that is passing, there are fewer physical rooms to be had anywhere near where OP wants to be. All very well to schlep out there to berate some minimum wage worker at a FD and then go sleep in a box under a bridge or whatever.
How about some practical advice. Every minute that is passing, there are fewer physical rooms to be had anywhere near where OP wants to be. All very well to schlep out there to berate some minimum wage worker at a FD and then go sleep in a box under a bridge or whatever.
Practical advice? Call Platinum line and have them call GM explain the Platinum Override and explain that customer has a valid reservation and should they decide to walk him to be prepared to pay up.
I think the only thing Op really needs is the above (Platinum desk to contact GM and explain the rules and that OP insists on keeping reservation).
Apr 11, 2013, 3:15 pm
#42
Suspended
Join Date: Aug 2010
Location: DCA
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As discussed above ad nauseam, OP needs a room. He's headed to a city which will be packed. Walking him means walking him to the parking lot. Whether OP gets a measly couple of bucks has zippo to do with fixing the problem which is finding him a place to stay.
Whether he's entitled to compensation having been forewarned is an interesting question, but even if OP is entitled to compensation because he shows up after being told well in advance that he doesn't have a room, it's not going to get him a room.
This exact same sort of thread repeats itself around the Super Bowl and a bunch of other major events and the answer is always the same. A bunch of the Greek Chorus types moaning about something that doesn't help. And then someone who knows the area finding a place.
Whether he's entitled to compensation having been forewarned is an interesting question, but even if OP is entitled to compensation because he shows up after being told well in advance that he doesn't have a room, it's not going to get him a room.
This exact same sort of thread repeats itself around the Super Bowl and a bunch of other major events and the answer is always the same. A bunch of the Greek Chorus types moaning about something that doesn't help. And then someone who knows the area finding a place.
Apr 11, 2013, 3:26 pm
#43
Original Poster
Join Date: Apr 2013
Posts: 7
I can't thank everyone enough for their thoughts. It is really helping me try to figure this out. Marriott has always done right by me. I feel they treat me very well, at least up until now. I have not yet heard anything back from them, but I am sure they are very busy right now 
I would like to give them an opportunity to sort this out without going over their head and raising a big fuss. I am giving them until close of business tomorrow to get back to me, then I will contact platinum customer service to see if they will help me. I will certainly keep you all posted.
I would like to give them an opportunity to sort this out without going over their head and raising a big fuss. I am giving them until close of business tomorrow to get back to me, then I will contact platinum customer service to see if they will help me. I will certainly keep you all posted.
Apr 11, 2013, 5:27 pm
#44
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,700
Here's a silly, but, practical idea. Rent a mini van, bring a sleeping bag, collect the 2 free nights (anywhere in the world I've read), sleep in the car and shower in the gym in the AM.
Are other Marriott hotels in the area having similar problems, can rooms be obtained via the PLT overrides too?
How often / frequent can the PLT Override exemption be invoked? Just for one night like this?
What prevents local properties from being overrun by PLT's demanding overrrides and having to walk the world away. With Marriott corporate minting PLT's so easily lately, is this a new potential problem?
Are other Marriott hotels in the area having similar problems, can rooms be obtained via the PLT overrides too?
How often / frequent can the PLT Override exemption be invoked? Just for one night like this?
What prevents local properties from being overrun by PLT's demanding overrrides and having to walk the world away. With Marriott corporate minting PLT's so easily lately, is this a new potential problem?
Apr 11, 2013, 5:36 pm
#45
Join Date: Feb 2005
Programs: Marriott Lifetime Titanium (former PP), Hilton Silver, UA Silver, AS Member, Hertz 5*
Posts: 3,906
I don't see how your advice is helpful if the hotel does not want to accomodate the guest. Offering a room 50 miles away is not a real alternative, unless the property is going to provide door to door transportation for the guest. Given their lackluster response, I don't see that happening. Any reasonable alternative is going to cost the hotel some serious money.
As discussed above ad nauseam, OP needs a room. He's headed to a city which will be packed. Walking him means walking him to the parking lot. Whether OP gets a measly couple of bucks has zippo to do with fixing the problem which is finding him a place to stay.
Whether he's entitled to compensation having been forewarned is an interesting question, but even if OP is entitled to compensation because he shows up after being told well in advance that he doesn't have a room, it's not going to get him a room.
This exact same sort of thread repeats itself around the Super Bowl and a bunch of other major events and the answer is always the same. A bunch of the Greek Chorus types moaning about something that doesn't help. And then someone who knows the area finding a place.
Whether he's entitled to compensation having been forewarned is an interesting question, but even if OP is entitled to compensation because he shows up after being told well in advance that he doesn't have a room, it's not going to get him a room.
This exact same sort of thread repeats itself around the Super Bowl and a bunch of other major events and the answer is always the same. A bunch of the Greek Chorus types moaning about something that doesn't help. And then someone who knows the area finding a place.