RogerD408

I do believe you are putting too much in the use of the word "nearby". Given MR is good at including wiggle words in their terms, I have seen some properties only using a defined list of properties (maybe held by the same owner, or part of the chain). But I read the terms to mean ANY nearby (distance questionable) and I seriously doubt the property went this direction. If Marriott can show the reservation was acknowledged by the property system, then the property should be on the hook for the money and points PLUS appropriate compensation as though a room was found (with night and points for same). MR can put these forward to OP and then charge the hotel for same.

Too many CSRs (and FDCs for that matter) will make up stories to fit the situation as it is easier to send the customer away than try to fix the problem. We need to know what's due and request they follow their own rules.

jdrtravel

If a hotel affiliates with Marriott to gain the massive business and other benefits that affiliation provides, then they also need to act as a full representative of the brand and provide full assistance to the customer. If OP had a confirmed reservation, a computer problem is not an acceptable excuse (regardless of elite status).

Worst case scenario, find a rollaway bed and a place to put it for the night. Could be a conference room or even an office, but don't let the guest sleep in the parking lot.

While I would have pushed harder than OP did, OP should not have had to push harder. When front desk stated that there were no rooms available within 60 miles, this is when the hotel should have gotten creative and found a solution, realizing that guest had no place to go.

GrayAnderson

Yes, but in San Francisco (for example) half of that area is water and some additional chunk is non-developed mountains, etc. (remember, you've got a lot of area that is environmentally protected). That being said, it should sweep in San Jose.

Edit: To be clear, I tend to think the proper answer to this is "the hotel screwed up but Marriott should still honor their apparent (and substantially touted) commitment regardless of it being their fault and should swat the hotel on the ear." It is one thing to play games with a BRG, entirely another to do so with an availability guarantee.

RogerD408

Generally, the guarantee is paid by the hotel and not from MR. I can see the FDC not wanting to get tagged with the error, but that's a management issue and MR may be able to help with that. If they can prove the rez was actually loaded to the property system but not honored for their failure, it should be on them fully. If Marriott failed to get it loaded properly (system failure, timing issue, whatever, but out of the property control) then MR should be on the hook.

It's very unreasonable to think any single property knows every possible property in their area and may avoid the high-end knowing they won't get a good rate. But given the hour and OPs willingness to choose a solution, not sure I'd do anything different. I have seen people snoozing in the lobby waiting for a room in the morning.

jdrtravel

It's called the internet.

jeanie

I read all of the previous posts in this thread. I make reservations with Marriott over the internet so that I can get an email confirmation with the terms of that reservation. If the OP guaranteed the reservation with a credit card at 3 pm the day of arrival, then that should have been honored. If he had no showed, they would have charged his card for the night anyway, regardless of availability.

One of the main reasons why hotels join a chain like Marriott/Hilton/Hyatt/IHG is because of the benefits of being a part of a centralized reservation and marketing system like Marriott provides. If every hotel around the world was independent, it would be a lot more complicated for the hotels to fill their rooms and customers to book rooms. This whole idea that the reservation should be seen differently if it is booked directly with the hotel or over the Marriott website seems a bit absurd to me. The whole concept is to centralize the booking process to make it more efficient for everyone.

I hope the OP lets us know what the final response from Marriott corporate will be. Both the hotel and Marriott should have done better here.

CJKatl

And the OP needs to follow through on this. The OP mentioned being young and unfazed by having to sleep in the car and seems the non-confrontational type. OP, keep in mind the next person this happens to might be a less seasoned traveler, a parent at the end of a long road trip with a child or someone else less equipped to deal with the issue at the time, Your making sure this is brought to the attention of the right people within both organizations, the hotel and Marriott, makes it less likely anyone else will get the bad treatment they gave you.

ibrandsguest

catocony

CJ, I again agree with you. People rarely complain. I don't mind it, and I feel that by my complaining, I might be helping others in the future.

Tizzette

GoPhils

flyerCO

The hotel is the one that confirmed. They're using Marriott's software. If this was back in the 90s you might have a point . Nowadays, the hotel has its reservations handled via Marriott. It's not the case of Marriott connecting to the hotels system . The Marriott reservation agent is working as an agent of the hotel when booking. The hotel was in the wrong and the one that should've fixed.

pooker

M.dA.R.

C17PSGR

But, of course, has nothing to do with an open hotel that effectively blew off a guest and let them sleep in a car.

They shouldn't do this to anyone and the hotel should have gone into crisis mode to figure out a solution. Of course, in addition to the hotel fixing it as they should for anyone, they should have taken care of the guarantee on the spot which only compounded the problem.