Platinum Guarantee - Walked from Hotel & Unable to Get New Booking - Slept in Car
Jul 26, 2018, 12:15 pm
#1
Original Poster
Join Date: Nov 2011
Programs: Marriott Ambassador, Qantas Platinum 1, IHG Diamond, United 1K, Avis President
Posts: 347
Platinum Guarantee - Walked from Hotel & Unable to Get New Booking - Slept in Car
Hi Team,
I made a booking for a hotel in the bay area as all the hotels were selling out quickly (it was hard to find a hotel less than 300 per night).
When I went to check-in the Front Desk Agent (FDA) informed me that Marriott had an issue with the system and they could not honor my reservation. I asked about booking me another hotel for being Platinum, plus the 100 dollars in cash and 90000 points (this is a Fairfield inn) - She said I had to contact Marriott for that. So while in the parking lot, I contacted Marriott Customer Support and she asked to speak to the FDA who confirmed that there were no hotels available within 60 miles, so I ended up sleeping in my car.
So my question is, what is the policy when the Hotel cannot abide by the T&C (i.e. booking me another night) & does Marriott pay out the $100 and 90,000 points?
There seemed to be a bit of back and fourth; the FDA told me it was Marriott's fault, & Marriott told me it was the hotels fault (they didn't close their inventory).
I made a booking for a hotel in the bay area as all the hotels were selling out quickly (it was hard to find a hotel less than 300 per night).
When I went to check-in the Front Desk Agent (FDA) informed me that Marriott had an issue with the system and they could not honor my reservation. I asked about booking me another hotel for being Platinum, plus the 100 dollars in cash and 90000 points (this is a Fairfield inn) - She said I had to contact Marriott for that. So while in the parking lot, I contacted Marriott Customer Support and she asked to speak to the FDA who confirmed that there were no hotels available within 60 miles, so I ended up sleeping in my car.
So my question is, what is the policy when the Hotel cannot abide by the T&C (i.e. booking me another night) & does Marriott pay out the $100 and 90,000 points?
There seemed to be a bit of back and fourth; the FDA told me it was Marriott's fault, & Marriott told me it was the hotels fault (they didn't close their inventory).
Jul 26, 2018, 1:29 pm
#2
Join Date: Feb 2006
Location: Cockeysville, MD
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Posts: 9,467
Holy crap. This is a bad one. I would absolutely push hard on this-both at the same time. One thing we know for sure-We know its not your fault. I'd attempt to get them both on an email thread. I think you are do much more than the guarantee having to sleep in a car. I'd put this all over social media that you cannot get the answer on the $$ and the points and that frankly you want more. Keep your foot on the gas.
Jul 26, 2018, 1:51 pm
#3
Join Date: Feb 2013
Location: DCA
Posts: 7,769
This sounds like one of those "nuclear option" scenarios to me...reaching out to travel publication ombudsmen, mailing a hand-signed certified paper letter to the CEO's office, etc. Bad times.
Jul 26, 2018, 3:45 pm
#4
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What time did the OP try to check in? No hotel rooms within 60 miles at ANY price sounds extreme. Did the OP verify this? (I'm wondering whether there was space somewhere, but the hotel was too cheap to pay for it.) Was there some big special event in the Bay Area?
Jul 26, 2018, 3:47 pm
#5
Join Date: Sep 2008
Location: SF Bay Area
Programs: None - previously UA
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Every hotel in the Bay Area sold out, I somehow doubt it. I don't think you can blame sleeping in your car on Marriott.
Jul 26, 2018, 3:52 pm
#6
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Does the OP really *KNOW* that every hotel was actually sold out of was the OP just told this by the hotel? What about that Presidential Suite at the Four Seasons? (Top room category, luxury hotel, not in the Starriott family, etc. so that the hotel that was booked would not have wanted to pay for it?) I'm not so willing to accept what the front desk agent said, especially given that AFAIK the $100 should have been paid to the OP in cash instantly.
I do blame Marriot/this particular hotel as the OP did have a reservation.
I do blame Marriot/this particular hotel as the OP did have a reservation.
Jul 26, 2018, 4:05 pm
#7
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Was the hotel denying that your reservation existed?
I would have been on my phone, looking for any hotel room at all, while I was standing in the lobby. Zero rooms in a 60-mile radius: I'd be surprised if that was even true on the day the Super Bowl was there. Somebody had a room - a Motel 6 for $300 a night or a Four Seasons for $999 a night. Assuming you had proof of your reservation, Marriott should have booked you that room and given you the cash/points.
I would have been on my phone, looking for any hotel room at all, while I was standing in the lobby. Zero rooms in a 60-mile radius: I'd be surprised if that was even true on the day the Super Bowl was there. Somebody had a room - a Motel 6 for $300 a night or a Four Seasons for $999 a night. Assuming you had proof of your reservation, Marriott should have booked you that room and given you the cash/points.
Jul 26, 2018, 4:36 pm
#8
Join Date: Feb 2006
Location: Cockeysville, MD
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Posts: 9,467
I have seen this happen-not sleeping in a car-but a disconnect with inventory. We checked in at the RC Tysons Corner a year or two ago. Wanted an upgrade as we were on FHR. They said they were sold out-overbooked. The website showed nearly every room available to reserve. The FD MGR was really mad and called to have the inventory taken down.
Jul 26, 2018, 4:54 pm
#9
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OP, did you just rely on the FD to look for another room at only Marriott branded hotels? Or did you start looking for a room only at Marriott branded hotels? Or did you look at any other brand hotel? I live in the Bay Area and find it hard to believe there was 0 rooms anywhere at any brand within a 60 mile radius. Need more info.
Jul 26, 2018, 5:57 pm
#10
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Jul 26, 2018, 6:01 pm
#11
Join Date: Aug 2006
Location: Hold it down for The Bay, reppin' Oakland
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Jul 26, 2018, 6:02 pm
#12
Join Date: Jun 2008
Location: BDU
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First, I have had trouble getting a last minute reservation in SF, too, especially if one of the big conventions is in the city. I believe the poster.
Second, I had a very similar situation with a Hilton family hotel. Their system had been down throughout the day. I called the hotel directly and they told me to keep trying online. Eventually I got a reservation with a confirmation email. When I got to the hotel desk clerk gave me a similar story that they were not going to honor the reservation. I called the 800 number, they reached out to the hotel manager and I immediately posted on TA. Ultimately they found me a room at the hotel, did wind up walking others that night, apologized and gave me a buck load of points.
TA works well for situations like yours. Post there and the hotel and the chain will get in touch with you fast.
Second, I had a very similar situation with a Hilton family hotel. Their system had been down throughout the day. I called the hotel directly and they told me to keep trying online. Eventually I got a reservation with a confirmation email. When I got to the hotel desk clerk gave me a similar story that they were not going to honor the reservation. I called the 800 number, they reached out to the hotel manager and I immediately posted on TA. Ultimately they found me a room at the hotel, did wind up walking others that night, apologized and gave me a buck load of points.
TA works well for situations like yours. Post there and the hotel and the chain will get in touch with you fast.
Jul 26, 2018, 6:06 pm
#13
Join Date: Jun 2008
Location: BDU
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Jul 26, 2018, 6:10 pm
#14
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
Couple questions here:
1. Why not name the hotel? So they walked you and offered zilch in return? I’d think people would want to know what hotels operate like that.
2. Why didn’t customer service force them to at least to pay up on the guarantee when you were on the phone?
They definitely need to pay out the $100 and 90,000 points, assuming you have confirmation of the reservation and Plat status, that part’s not up for debate.
They could probably argue against additional cash since you didn’t technically spend any to sleep elsewhere, but I’d think an additional chunk of points should be necessary.
1. Why not name the hotel? So they walked you and offered zilch in return? I’d think people would want to know what hotels operate like that.
2. Why didn’t customer service force them to at least to pay up on the guarantee when you were on the phone?
They definitely need to pay out the $100 and 90,000 points, assuming you have confirmation of the reservation and Plat status, that part’s not up for debate.
They could probably argue against additional cash since you didn’t technically spend any to sleep elsewhere, but I’d think an additional chunk of points should be necessary.
Jul 26, 2018, 6:42 pm
#15
Join Date: Jul 2005
Programs: Marriott Ambassador, UAL Lifetime Gold
Posts: 313
Love to have Pooker answer some of these questions ...