Would start, as suggested above, by replying to the hotel that you are not accepting the "upgrade" which is not really an upgrade at an all-suites hotel, and expect the room that was guaranteed as provided for in Marriott's Ultimate Reservation Guarantee. See what they say. I/M/O they're playing games by calling the room change an "upgrade."

Thanks to you and Ohmark for the input. I just send the following to the hotel:




"Thanks for the reply.


Unfortunately I will have to decline the upgrade as itdoes not meet my needs. I have aguaranteed reservation for a 1-bedroom suite with 2 double beds in the bedroomand a sofa bed in the living room. I want to keep this reservation as-booked,since I need 2 regular beds, not 1 bed and 1 murphy or sofa bed.


I expect my original reservation to be honored underMarriott's Ultimate Reservation Guarantee and/or Guaranteed Room TypeGuarantee.


Thank you for your attention to this matter."


I'll update with their reply.

For what it's worth, I used to work in a hotel that had murphy beds. They had identical mattresses as "normal" beds, just without the box spring.

Since they weren't used every night, our murphy bed mattresses were actually in much better condition. We even had 2 or 3 repeat guests that specifically requested the rooms with them.

Not sure I care about the murphy bed but calling it an upgrade seems pretty sketchy, considering the room is the same size.

I checked a double double & it didn't list room size. The family room did. I didn't bother going through all the rooms to see the size.

But again, this is about the bed, not the room size. Remember, the OP is going to be there for 8 hours only. He's doing a park-n-fly & is looking for a place to rest his head only while getting cheap parking.

Cheers.

Here's the latest; doesn't reference any of the guarantees that I mentioned in the previous email:

"Unfortunately we will not be able to accommodate a double bed Suite. I apologize for the inconvenience. Please let me know if you would like to keep your reservation here with us or cancel. Once again Mr. PaceLaw2009 I truly apologize for the inconvenience."

Thoughts on how to reply? I've talked w/ my brother and we're ok keeping the hotel but only if we can get the $100. I'm thinking about saying something along the lines of "I will keep the reservation but will expect the $100 cash compensation upon checkin as outlined by the Bed Type Guarantee"

If you respond as you mentioned, include the link to the Marriott T&Cs showing the penalty.

Cheers.

Keep the reservation. This sounds like a clear-cut $100 to me. I believe the rules require it to be a $100 payment to you, not a $100 adjustment to the bill.

I don't think it's being overly nitpicky to insist on the $100 when you're getting 1 King + 1 Murphy, regardless of the size of the Murphy. Hell, a lot of sofabeds in this world are fulls or queens, yet I don't think anyone considers Marriott to have met the room-type guarantee if a sofabed exists.

I sleep like a rock. I've slept on sofabeds and Murphys and not had a problem. But it's *not* the same as a room with two actual beds in it.

Also a bit frustrating to get that crappy response for the hotel. That makes me *more* likely to push for the $100.

Agree 100%. Here was my response:

"That is most unfortunate. I plan on keeping the reservation but will be expecting the $100 cash compensation at check-in as per the Marriott Guaranteed Room Type guarantee for Platinum and Gold elite members. https://www.marriott.com/marriott-rewards/member-benefits/guarantee.mi#gtdroomtype."

Again, i'll keep the thread updated with their response.

Another question: If they refuse the compensation, is there a way to convert this into a walk and get the $200/90k? Again, i'm more upset on principle of how a Plat is being treated by a hotel over something that should be straightforward. The text of the walk compensation only says "if for some reason we can't honor your reservation". Their email says they will not "be able to accommodate." I dont think its to that point yet, but would like opinions on courses of action should it get there.

If anything else, it's good to know that this property has terrible guest service.

Just telling the guest to cancel because the hotel couldn't hold up their end of the agreement? I would ask if that was Marriott Corporate's official policy.

So, apparently the hotel has agreed to pay $100 cash upon check-in.

The response to my previous email:

"Absolutely, Mr. PaceLaw2009".


I'll update the thread on Saturday if/when I get the cash.

Thanks all for the advice.

1. I really think you are beating a dead horse here, not everything needs to be litigated this intensely for what amounts to a nap before your vacation? Do you really want to be "walked"? Are you more interested in the $100, the parking deal or a walk?

2. Don't be surprised if magically your double beds appear in some form upon arrival.

Have a good trip regardless...

I tend to agree with #2 here. I still think it's nuts that a basic airport hotel is sending this email to a Platinum member about two double beds. Is the hotel really *that* full of Plats who also have 2-doubles as their room preference? I half-expect a 2-double room to turn up before you check in.

As for whether this is something to get worked up about, I see both sides. One side is sure, I'll sleep in a Murphy bed, no big deal. The other is...these guys are totally being jerks about it, so yeah I'm willing to be a pain in the a** and not get bullied into taking anything less.

I'm fully aware that a reasonable interpretation of my attitude is being overentitled and raising a fit over a first-world problem. But, the attitude of the hotel via email really incentivized me to push for the $100. If I get the double beds, great, I'll be getting what I paid for. In that scenario, I will be talking to the general manager about using the emails as a training opportunity on what word choice to (not) use in addressing customers (plat or not) via email.

At least the hotel knows you are expecting the $100 and has agreed to pay it if they dont honor your bed type.They also now that you know your benefits as a platinum. Be sure to keep the emails on hand at check in. They may be sold out on 2 doubles but there's always cancellations so i think they will keep tabs on that so they dont have to pay you. Also they may just end up upgrading someone else thats not a plat or gold to the suite so they cant claim the 100.