Platinum Guarantee - Walked from Hotel & Unable to Get New Booking - Slept in Car
Jul 27, 2018, 12:33 pm
#46
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I am not trying to 'bash' you in any way Pooker. You made your choices and that is entirely up to you. I was simply saying to others, not to you, that they were your choices and neither the hotel nor Marriott forced them onto you.
Some people however were more than happy to start 'bashing' the hotel as well as Marriott for the situation. That I do not agree with obviously.
I do think you have a case to make against Marriott and should pursue it. I think higher management at Marriott would be very unhappy to hear how their Customer Service Rep tried to put the blame on the hotel and did nothing to try and find you alternative accommodation for the night. Marriott confirmed the reservation and had a responsibility to make all reasonable efforts to solve the problem.
Some people however were more than happy to start 'bashing' the hotel as well as Marriott for the situation. That I do not agree with obviously.
I do think you have a case to make against Marriott and should pursue it. I think higher management at Marriott would be very unhappy to hear how their Customer Service Rep tried to put the blame on the hotel and did nothing to try and find you alternative accommodation for the night. Marriott confirmed the reservation and had a responsibility to make all reasonable efforts to solve the problem.
Jul 27, 2018, 12:36 pm
#47
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Most of the time, if you directly call a hotel for a reservation, they will transfer you to Marriott Customer Service. Some full-service hotels still have staff to do it, but a Coutyard and below do not. Regardless, if it was made on-line, through customer service, or directly with a hotel, if you have a confirmation number, it's a Marriott problem. In the OP's case, Marriott didn't do much, if anything, to rectify the problem when it mattered most.
Don't blame the OP for using Marriott's preferred method of booking a room. The franchisees and the management company do everything they can to get customers to do their bookings on-line. It's 2018, not 1998.
Don't blame the OP for using Marriott's preferred method of booking a room. The franchisees and the management company do everything they can to get customers to do their bookings on-line. It's 2018, not 1998.
I agree catocony, the bottom line is that it is a 'Marriott problem' and it was the Marriott Customer Service Rep who should have solved it rather than just trying to put the blame (and the problem) onto the hotel and the FDA.
Jul 27, 2018, 12:44 pm
#48
Join Date: Apr 2003
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I would, however, have spoken with the manager on duty and the folks at Marriott to have them find me a place and comply with the program benefits on the spot.
I am not mad in the least bit. I am in my 20's; Not the first or last time I will sleep in my car, I am sure. I only posted this thread because I was curious who was responsible for the Platinum Guarantee
I also posted this because I thought you guys might be interested.
I spent over 100K USD this year on flights & hotels & have very little time to be my own travel consultant; I like the chains because they are generally consistent.
For those of you who asked why I did not push harder - I know Front Desk Agent's do not make that much & I felt like she wasn't going to do much else. I don't argue with people - I have on the other hand sued large Corporations for not abiding by their promises, but that is few & far between.
Anyways, me and the GF are going to plan our Maldives Trip again - maybe I will work on my spelling if I have time. cheers :P
I also posted this because I thought you guys might be interested.
I spent over 100K USD this year on flights & hotels & have very little time to be my own travel consultant; I like the chains because they are generally consistent.
For those of you who asked why I did not push harder - I know Front Desk Agent's do not make that much & I felt like she wasn't going to do much else. I don't argue with people - I have on the other hand sued large Corporations for not abiding by their promises, but that is few & far between.
Anyways, me and the GF are going to plan our Maldives Trip again - maybe I will work on my spelling if I have time. cheers :P
And while I've slept on the ground, on the hood, etc., this wasn't handled appropriately by Marriott or the property. I certainly get we're all second guessing after the fact and not late at night ... and maybe it wouldn't have been worth driving 50 miles to and open property. My suggestion in the future (as a tough guy on the internet
) if this happens to a plat guest is to insist they find you accommodations at a comparable property as part of the guarantee.
Jul 27, 2018, 1:07 pm
#49
Join Date: Jun 2008
Location: BDU
Programs: DL:MM, Marriott:LTT
Posts: 8,779
If the hotel holds out the Marriott reservation system is a valid way to make a reservation which all Marriott properties do, then the individual hotel is responsible to the guest for the actions of its agent. So long as the agent was acting within the parameters of the agency, in this case the reservations system was taking reservations, the agent (Marriott) is standing in the shoes of the principal (the hotel) and is responsible to the third party for the agent's actions. The agent has a right to bind the hotel and the guest is justified in relying on the agent as though the agent were the hotel.
Jul 27, 2018, 2:26 pm
#50
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Wow, you guys are an interesting group, especially Dulcius & SkiAdcock.
I am not mad in the least bit. I am in my 20's; Not the first or last time I will sleep in my car, I am sure. I only posted this thread because I was curious who was responsible for the Platinum Guarantee
I am not mad in the least bit. I am in my 20's; Not the first or last time I will sleep in my car, I am sure. I only posted this thread because I was curious who was responsible for the Platinum Guarantee
Or are you simply referring to the compensation for being walked that the hotel seems to not want to honor?
Jul 27, 2018, 2:33 pm
#51
Join Date: Feb 2013
Location: DCA
Posts: 7,769
You implied that the OP acted improperly by booking through the chain of which the hotel is part, rather than by making contact with people inside the physical building.
When you book regional jet flights, do you work directly with Air Wisconsin, Republic, etc. since you do not trust AA/UA/DL?
Uh huh, ok. Personally, I'd rather have a dispute involve a global hotel chain of which I am a loyal member and which sees all of my spend and understands my value as a customer than be between myself and some fly-by-night franchisee who sees me for only one night. "I PERSONALLY confirmed it with Fred at the front desk!" isn't going to go a long way, especially since you're implying that you'd be fine with there being no trace of the reservation in the Marriott system. Just have 'em write it down on a post-it note, like in the good ole days...
Also, learn how to use the multi-quote button.
When you book regional jet flights, do you work directly with Air Wisconsin, Republic, etc. since you do not trust AA/UA/DL?
Uh huh, ok. Personally, I'd rather have a dispute involve a global hotel chain of which I am a loyal member and which sees all of my spend and understands my value as a customer than be between myself and some fly-by-night franchisee who sees me for only one night. "I PERSONALLY confirmed it with Fred at the front desk!" isn't going to go a long way, especially since you're implying that you'd be fine with there being no trace of the reservation in the Marriott system. Just have 'em write it down on a post-it note, like in the good ole days...
Also, learn how to use the multi-quote button.
Jul 27, 2018, 3:33 pm
#52
Join Date: Sep 2014
Posts: 66
What Platinum Guarantee are you referring to? The only guarantee I have seen in the benefits that I think may be relevant to this thread is that you are guaranteed a room if you make the reservation at least 48 hours in advance. You made the reservation at 3:00 that day, well out of the guarantee time frame. But, you did have a reservation and confirmation so this is totally different than the guarantee as that would not apply. Unless there is some other Platinum guarantee I can't find.
Or are you simply referring to the compensation for being walked that the hotel seems to not want to honor?
Or are you simply referring to the compensation for being walked that the hotel seems to not want to honor?
Jul 27, 2018, 3:55 pm
#53
Join Date: Jun 2008
Location: BDU
Programs: DL:MM, Marriott:LTT
Posts: 8,779
The Ultimate Reservation Guarantee: To be eligible, Member's Rewards Program Membership Number and a valid credit card number must be included with the reservation. If hotel is unable to honor the reservation, it will pay for comparable accommodations nearby for the Elite Member that night, and compensate the Member for the inconvenience. A hotel must be open and operational for the Ultimate Reservation Guarantee benefit/ compensation to apply.
Jul 27, 2018, 4:02 pm
#54
Join Date: Feb 2006
Location: Cockeysville, MD
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I wonder what would have happened if the OP called last minute and said "I can't make it, but its someone else's fault..." I'm sure he wouldnt have been charged as a no show 
Jul 27, 2018, 5:51 pm
#55
Join Date: Nov 2012
Programs: BA Bronze, United 1K, HH Gold, SPG Platinum, Marriott Platinum
Posts: 3,477
If it had happened to me I would have slept in the Hotel lobby since I don't rent a car when I travel.
Jul 27, 2018, 6:37 pm
#56
Join Date: Jan 2003
Programs: American Airlines Platinum, National Executive
Posts: 3,790
The Ultimate Reservation Guarantee: To be eligible, Member's Rewards Program Membership Number and a valid credit card number must be included with the reservation. If hotel is unable to honor the reservation, it will pay for comparable accommodations nearby for the Elite Member that night, and compensate the Member for the inconvenience. A hotel must be open and operational for the Ultimate Reservation Guarantee benefit/ compensation to apply.
IF there is an "open and operational" hotel "nearby":
1. The hotel where you booked will pay for accommodations around the same price.
2. The hotel where you booked will pay for those accommodations "nearby".
3. The hotel will give you some kind of benefit for the inconvenience.
So if hotels "nearby" don't have anything available that's comparable, you're up the creek.
Jul 27, 2018, 8:46 pm
#57
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
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Jul 27, 2018, 9:29 pm
#58
Join Date: Jun 2012
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I think some people do not have very high English comprehension skills. Either that or the OP does not have very good English composition skills.
As I read the OP, the booking was made on the Marriott website, not directly with the hotel. So the hotel did not confirm a booking, Marriott did. There is a difference.
The hotel did not 'walk' the OP, the hotel stated that Marriott reservations had a problem and it was up to them to solve it. If that is indeed what happened, I am in agreement with the hotel, they had no responsibility for the problem, they had no reservation!
The OP called Marriott Customer Service who then spoke to the FDA. I see no indication in the OP that Marriott CS made any attempt to find another hotel. I see no indication that the OP made any attempt to find another hotel. It appears both simply accepted the FDA's comment re '60 miles' as if it were a fact.
I think the OP most definitely has a bone to pick with Marriott, but not with the hotel directly.
As for sleeping in the car, obviously not every hotel room in 60 miles was full, that statement is simply beyond belief. The OP 'made his bed and has to lie in it' seems quite appropriate. No one is responsible for that other than the OP and no compensation from anyone for that decision is due. But Marriott is definitely responsible for confirming a reservation for a room that was not available in the hotel.
As I read the OP, the booking was made on the Marriott website, not directly with the hotel. So the hotel did not confirm a booking, Marriott did. There is a difference.
The hotel did not 'walk' the OP, the hotel stated that Marriott reservations had a problem and it was up to them to solve it. If that is indeed what happened, I am in agreement with the hotel, they had no responsibility for the problem, they had no reservation!
The OP called Marriott Customer Service who then spoke to the FDA. I see no indication in the OP that Marriott CS made any attempt to find another hotel. I see no indication that the OP made any attempt to find another hotel. It appears both simply accepted the FDA's comment re '60 miles' as if it were a fact.
I think the OP most definitely has a bone to pick with Marriott, but not with the hotel directly.
As for sleeping in the car, obviously not every hotel room in 60 miles was full, that statement is simply beyond belief. The OP 'made his bed and has to lie in it' seems quite appropriate. No one is responsible for that other than the OP and no compensation from anyone for that decision is due. But Marriott is definitely responsible for confirming a reservation for a room that was not available in the hotel.
The terms and conditions for the Ultimate Reservation Guarantee states the hotel is the one to pay it out -
https://www.marriott.com/rewards/terms/elite.mi - maybe the hotel has an argument to get reimbursed by Marriott, but they should have paid it. OP never said the hotel said they didn’t have the reservation, OP said they just said they couldn’t honor it. Or are you saying hotels don’t have to honor reservations made through Expedia, etc?
OP, if nothing else you should still push for the $100 and 90k points. 90k points will help a lot towards another Maldives trip (assuming you’re staying at SPG there).
Jul 27, 2018, 10:31 pm
#59
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Jul 28, 2018, 12:10 am
#60
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I have no problem believing Marriott properties were sold out, but I'm sure there was some other hotel available even at the last minute. When Marriott walks you, sleeping in a car is a choice. Staying in a non-affiliated hotel is a choice.