BWItravelerman

Yesterday denied later than 1pcheckout at BWI Springhill Suites. Told they were fully booked. Asked to extend stay one night. Told again fully booked. Asked again at noon. Told fully booked no later checkout. Seconds later called from front desk said could do in King, no two queen rooms available, I said no thank you. Immediately went to Marriott website, three two queens available. Checked out at front desk. Told agent about late check out, said there were ions avaiable. Was very polite. At this point she turns her back to me passing me along to another agent as she chooses to answer phone instead of following through with me. I leave saying I would call Marriott. I did so, Rewards agent was very careful to hear me out. Her excuse was that reapservations and cancellations happen. I said it was statistically highly unlikely that in moments after front desk agent said they were full that I would be able to book three rooms on website. rewards agent offered 30,000 goodwill points, I said thank you. Then check this morning and only 3,000 "good will" points were posted. I emailed them about this. Wonder what they will ask? Today I have cancelled upcoming 8 night reservations. Will probably not return. Most upsetting is not the loss of a couple of hours in the room, although that would have been very helpful for my business day, was the apparent untruths (is that the polite way of saying it) told by this property's front desk staff. Would love to know why. Was I incorrect in my understanding, do not think so. But I do not like to complain, especially about workers, who generally do excellent work.

MSPeconomist

According to the information under your username to the left of your post, you don't seem to ahve any status with Marriott? Thus, what was the basis for your expectation of a late checkout?

BWItravelerman

MH Pl means Marriott Platinum

Carpboy823

And what does MH stand for? The program name is Marriott Rewards, hence why others thought you didn't have status.

Also, I'm doubting a bit that a phone agent would offer 30,000 points as a goodwill gesture because you couldn't get a late checkout. Maybe you misheard 3,000 as 30,000?

I definitely am hoping that guaranteed late check out starting next month will be true, and consistently applied. I am also frustrated at the lack of availability on many occasions where it seems like hotels may not be at/near capacity.

AA_CPA

Check-in time is 3pm so what gives for their refusal of a 1pm checkout? My guess was they were almost fully booked, and housekeeping was swamped and they didn't want you throwing off their rush to prepare the room for the next guest. Not right.

I think 3,000 makes more sense than 30,000. I'm relatively new to Marriott but 30,000 seems way too high for something like this.

Good for you. If a company doesn't reciprocate your loyalty, then don't show it back.

I had an issue with SPG and decided I would book about $5k worth of rooms elsewhere - Marriott. In my mind, denying them $5k lost revenue makes up for the issue I had with them.

BWItravelerman

May have misread, however I did repeat to then 30,000. A couple of years ago at the BWI Marriott the was a lot of rehab noise from the floor above. After several talks with front desk, noting I was never for warned of noise, and I was working nights at hospital, so trying to sleep during the day the gave 25,000 points. Being MR member for 26 years, most plat.

MSPeconomist

MH = Malaysia Airlines, also known as Malaysian Air System (MAS).

SkiAdcock

Well the OP had already clarified he's Marriott Plat 2x in this thread (including directly above your post), so Malaysia Airlines not really relevant.

If the OP is unhappy w/ the way the front desk handled the late check out request, then canceling his upcoming stays & booking elsewhere is a fair "walk the talk" response. Of course he should let Marriott know why he's walking.

Cheers.

RogerD408

It is a standard procedure for hotels to offer more rooms than they have available on the websites. They may have a long history showing a number of cancellations and or no shows. And they should be prepared to walk an arriving guest if they need to.

It's simple to think extending a late check-out to be a easy thing to do, but given the staffing needs (not all properties have full-time staff to clean rooms at any hour), physical room assignments (some returning guests request specific rooms), and lastly timing of guest arrivals. All these things need to be considered when managing rooms, especially late check-outs.

So there is a good chance you weren't lied to, but given an answer based upon many variables.

CPRich

What's the deal, injecting facts and reality into a good "big, bad corporation" rant.

3,000 points if more than you probably earned for the night's stay. 10 nights worth of points seems excessive, IMHO.

GoPhils

But OP did also say they asked to extend their stay by 1 night. If the hotel was still taking reservations, especially as a Platinum member they should have at least said yes to that request.

writerguyfl

Were these 8 nights at the hotel in which you had this problem? Or, were they at other Marriott hotels?

MSPeconomist

NO, the OP only stated once that he/she is Marriott Platinum; the second time he/she said that he/she has been Plat for most of the 26 year he/she has participated in the MR program, but it doesn't say that he/she is necessarily Plat this year.

The OP to which I responded did not mention status and I certainly had no reason to believe that the MH listing under the username was meant to refer to Marriott rather than Malaysia Airlines.

GUWonder

In this context, Marriott Hotels. It was rather obvious to me.

BWItravelerman

Cancelled nights were at next two weeks stays at same hotel