That hotel has hosted bridge tournaments before. It knows who attends.

There can't be: if the hotel did everything right, but the customer who had that room the previous night decides to stay an extra week, the hotel can't kick him out.

Not so fast: http://www.hotelnewsnow.com/Articles...remove-a-guest

One note ... Marriott reservations allows one to request an ADA compliant room. If its in the reservation, someone will catch the problem. While the hotel has to have a certain percentage of ADA compliant rooms, I'm not sure what the answer is when all those rooms are used by people requesting such rooms. I highly doubt the hotel gave it to anyone who didn't need it (they save them until last).

As for the email, the problem is that calling or emailing the front desk gets a person who means well but ... may fail to follow through and actually update the reservation. Here it sounds like they didn't have enough ADA compliant rooms for this particularly crowd, like the person didn't make a reservation for an ADA compliant room up front, and Marriott worked hard to do the best under the circumstances.

:confused: I feel like maybe you skimmed the thread too quickly?

1. He reserved the roll-in shower room from the beginning and followed up twice with the Marriott ADA department as stated earlier.

2. I didn't suggest they just gave the room away willy-nilly; OTOH it would not surprise me if some front desk agents aren't aware of or don't consider that the distinction between "tub with grab bars" and "roll-in shower" might matter to some patrons, vs. just lumping them all into the category of "accessible room". I said this in the OP as well.

Updating the thread in case anyone's interested in the resolution. Some of this is based on forwarded copies of things I have seen, others from talking with my friend.

1. Several weeks after the stay he received an email from a Guest Experience Expert at the property which basically said: Sorry we weren't able to guarantee you a roll-in shower, even though you received confirmation of reserving one, due to our not having any available when you arrived. Your feedback is important and I have shared it with department leaders etc. to ensure this was an isolated occurrence and won't happen again. (I've paraphrased obv. but that was the substance of it)

2. This seemed inadequate, so he followed up with the ADA desk. Subsequently he received a reply from the hotel GM via the ADA desk that, by accepting a room at the Omni, this constituted canceling the reservation and thus he had essentially waived any further compensation. My friend communicated his dissatisfaction at this interpretation and I think suggested the possibility of further action (I forget the details, it's been a while)

3. My friend has a contact somewhere in the Marriott executive chain and mentioned the experience to him. Said exec investigated a bit further, and according to my 2nd-hand understanding, the upshot is that different room preferences in your profile have different priorities, and this could have caused the property to treat "roll-in shower" with lower priority.

4. It's unclear to me whether purely because of (2), or possibly also because of (3), he did eventually receive:

- the standard walk compensation of $200 plus 90K points
- reimbursement in full for the stay at the Omni

This seems quite generous to me, and my friend found it eminently satisfactory as well :)

Well it definitely was convoluted, but glad the compensation worked out in the end.

Cheers.

While I can understand the first answer ("see if the customer just shuts up"), the second answer is absolutely unacceptable, especially when coming from the GM of the property. Should he have called the police instead of accepting to be walked? What option other than accepting to be walked can you think of?

HTB.