Platinum Reservation Guarantee Question
 

I tried to check-in to a Courtyard that I have previously stayed at today. They were unable to honor my request for a room with a roll-in shower and they called a Wyndham next door. My CY rate was honored at the Wyndham.

I looked at the Plat Reservation Guarantee and it says the following:

Should I e-mail MR customer service and request tonight's room cost ($143 plus tax), the $100 and 90,000 points that are offered as compensation? Or does the fact that they had rooms available - just none with roll-in showers - make a difference?

The FD agent said that I would still be credited the points for the CY stay, but how likely is that? The res now appears as canceled in my MR account.

Thank you in advance for any guidance.

John

I would say that you have a good argument. If your reservation said that you would be provided with a roll in shower then I would think that would be, at best, denying you your reserved room type. At worst, it is denial of a medically necessary room requirement.

It does say that you need to talk to the hotel when it happens in order to invoke the Ultimate Reservation Guarantee. If you agreed to go to the other hotel then they may say that you basically OK'd the denial by leaving before calling them on the issue. If it is within 24hrs, and it is convenient, then I would go back to the hotel and discuss this with the manager. At the very least you should call them and discuss it.

If you get nowhere, I would contact Marriott directly. They can usually sort out grievances and they may throw in some points of their own.

Good luck and Happy Travels!

Was the roll-in shower a request or a guarantee? If it was only a request, then they were able to honor the reservation.

Following - I have to call them on Tuesday for my posting that just came through for a stay @ the Melville Marriott - No "Extra Points" as a welcome gift were offered or posted. As I read their T&C, someone owes me points and $100.

It would be hard for you to request for the USD 100 after your stay. It happened to me twice, once I got my free night cert re-deposited into my account while I received 10 000 points for another stay.

It will be great if you would report back how it goes.

Per T&Cs, the request for the $100 guarantee has to be made before you check out. Since you didn't do that, all you'll get is the 500 points when you call.

To the OP: Does your email confirmation show the roll-in shower as confirmed? That would help with getting the guarantee. Re: getting the points credited for your CY, sounds like that's going to have to be a manual follow-up if the ressie is showing as canceled.

Cheers.

Well that is dumb as hell - How will I know if the hotel posts the points or not, until AFTER I check out??

If they don't offer the gift, they owe you $100. The FD assuming you want the points is not enough. You won't get the cash after check-out, but you cold always e-mail the property and press for more points.

My reservation was guaranteed - I'll see if the points post and will ask MR about the 90k, which I know the property is responsible for, but the room rate doesn't matter too much to me -- I have a room, which is nicer than the CY offering (Didn't know Wyndham was nice, given what's in their portfolio). The points would be nice, though.

Never really had a good experience at that CY and I held off on sending a complaint to MR three weeks ago since I knew I'd be back this weekend. Now, I'll complain.

Correct, but you have to speak to the front desk prior or at checkout regarding not being offered the arrival gift. Many threads on here (and personal experience) about being told "owe you wanted the points" or "we just gave you the points". I always push back and say NO, I wasn't offered and get the $100.00. Its not something that can be addressed after leaving.

The issue about your reservation guarantee is whether or not that specific feature was guaranteed. There are fields on the reservation that list "guaranteed" and "requested" features. Where was the shower type?

The arrival gift is fixed at a Courtyard, no longer either points or gift. You should get 400 points and a coupon for something from the market.

Oh sorry I forgot the cy angle. :D

I never would have believed it but I started to make a reservation at a random CY and room type with a roll in shower WAS in the guaranteed box!

If your original reservation (email?) says that, you have a huge chance at the windfall.

Part of me thinks, well, they went out of the way to accommodate you and your needs, which is not typical of the general population so don't frown on good karma. Then again, it is quite a payday. Have you ever run into this problem before being presumably a frequent traveler with this need?

It was guaranteed and I rarely make a reservation without it being confirmed. I only do that at hotels I am a regular guest at. I'm usually upgraded to a suite at those properties anyway.

The FD agent asked if I would accept a King bed instead of two doubles/queens (I was with my sister on this trip visiting my grandma) and I agreed, but those were all occupied as well. She picked up the phone and called the Wyndham next door and said she had a reservation she couldn't honor and gave my rates when asking if they would match it. She then told me to go to the Wyndham and I would still get the stay posted to my MR account.

I've never experienced this direct issue before, but on two occasions I was given rooms that were hardly acceptable in terms of accessibility (ie: toilet between a wall and the sink with no space for a WC) and the hotels have refunded the stay.

I'm appreciative that an alternate hotel was arranged, but I also believe in my Platinum guarantees being honored. The hotel knew about the reservation three days in advance. I doubt all the other accessible rooms were occupied by fellow Plats and they chose to walk me.

Am I being too much of a DYKWIA?

I don't think so. You reserved what you needed.

My guess is that the hotel gave away the type of room you needed because it was full, and someone wasn't careful enough to ensure that whoever got it would be checking out in time for your stay.

Letter of the law, you are entitled to it no matter how it was resolved for the night. From what I read and gather here, its rarely mentioned or offered by the Front Desk but once mentioned to local Management or Corporate, its granted quite easily.

I personally would have trouble invoking this or the $100 PAG at 2 hotels where I stay frequently, am well known and treated very well but probably would do so anywhere else. Its an inconvenience, hence their guarantee to PLTs.

Do let us know what happens...