Platinum Guarantee
Aug 12, 2014 | 2:58 pm
#1
Original Poster
Join Date: Jan 2012
Location: BDL/PVD
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Platinum Guarantee
Booked a room online for two beds, staying with my daughter. At check-in, the clerk grabbed my rooms keys that had already been set aside and said they had a great room set aside.
Went up to the room and it was a single king. I called from the room and they moved me, but would this qualify as not meeting their platinum guarantee?
Went up to the room and it was a single king. I called from the room and they moved me, but would this qualify as not meeting their platinum guarantee?
Aug 12, 2014 | 3:02 pm
#2
FlyerTalk Evangelist
Join Date: Aug 2006
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No I would say not. Often upgrades only have a king. If they offer one I usually ask what kind of bed it has.
Aug 12, 2014 | 4:15 pm
#3
Join Date: Oct 2001
Programs: LTP, PP
Posts: 9,108
I also don't think so if you agreed to move as well. I would think it only applies to when you are "stuck". Was it a suite or other larger room where there might have been a pullout? Or was the "upgrade" just lip service to keep you moving without the clerk having to manually assign you a room? I know the times I asked to be reassigned they have to bang around on that keyboard for so long I start to feel guilty. So I think they preassign as much as possible or would never get everyone checked in...
Aug 13, 2014 | 7:34 am
#4
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We ended up in a standard room with two beds, exactly what I had booked. The first room, I am assuming they thought was an upgrade from 2 standard beds to a deluxe king room (not a suite or larger than what I had in the end).
Aug 13, 2014 | 9:12 am
#5
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Most larger rooms and suites are kings. The only double upgrades we've ever received are view related. Much more likely to get upgraded if you can do a King.
Aug 13, 2014 | 9:15 am
#6
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I would have taken a suite with a pullout, but it was just a standard room. Thanks tho
Aug 13, 2014 | 10:32 am
#7
Join Date: Oct 2001
Programs: LTP, PP
Posts: 9,108
What a joke. Worthy of a complaint. Was the King on the CL level at least? Sounds like they screwed up your reservation and just wanted you out of their hair at check-in.
Aug 13, 2014 | 4:11 pm
#8
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
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But with that said, a well trained check-in agent would have mentioned that you were being upgraded from a double to a King room. Thus you would have the opportunity to either decline the upgrade and/or ask for a different one if available. And if the check-in person came back with there not being any double available, that is where the Room Type Guarantee would come in to play.
Aug 13, 2014 | 5:14 pm
#9
Join Date: Mar 2001
Location: Ann Arbor, Michigan USA
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Posts: 5,485
Possibility that the agent wasn't well-trained or possibility that the agent knew exactly what he/she was doing.
Aug 13, 2014 | 5:26 pm
#10
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To what end? There was a double available and they were put in it.
Aug 13, 2014 | 5:30 pm
#11
Join Date: Oct 2001
Programs: LTP, PP
Posts: 9,108
Not necessarily. I've seen more than a few hotels that charge more for King rooms than they do for doubles and would consider a switch to a king room an upgrade.
But with that said, a well trained check-in agent would have mentioned that you were being upgraded from a double to a King room. Thus you would have the opportunity to either decline the upgrade and/or ask for a different one if available. And if the check-in person came back with there not being any double available, that is where the Room Type Guarantee would come in to play.
But with that said, a well trained check-in agent would have mentioned that you were being upgraded from a double to a King room. Thus you would have the opportunity to either decline the upgrade and/or ask for a different one if available. And if the check-in person came back with there not being any double available, that is where the Room Type Guarantee would come in to play.
Just something not making sense here as if they were running out of needed doubles and wanted to see who would accept without saying anything and who would complain...
Aug 13, 2014 | 8:39 pm
#12
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I've seen it both ways: two doubles or two queens cheaper than or more expensive than rooms with one king bed. OTOH, if the one bed is queen size or smaller, you almost expect the room to be cheaper, other things being equal. Sometimes king bedded rooms have sitting areas, which can make them more expensive even if they're not larger.
Aug 13, 2014 | 9:45 pm
#13
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
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Aug 14, 2014 | 2:56 am
#14
Join Date: Aug 2006
Location: Hold it down for The Bay, reppin' Oakland
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It doesn't qualify for the guarantee because they ultimately gave you the correct room type. It was, however, as others have mentioned, poorly handled. You should have been offered the king room, but not assigned to it without consultation. Forcing you to move to another room after check in was an inconvenience that you should not have had to experience. It would be worth letting a manager know what happened so that the person who checked you in can be taught how to handle this sort of situation in the future.
Aug 14, 2014 | 7:50 am
#15
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The thing that irked me a bit was that I checked in with my wife and daughter and was assigned to the single king room. Especially given that I was later told the hotel was at about 9% occupancy (on a Friday, but its mainly a convention hotel).
The rest of the stay was good enough.
The rest of the stay was good enough.