BWI Bummer
 

I'm new here, but have enjoyed reading from people more experienced than I. I'm a Marriott Gold/Silver type; Gold this year, Silver last, etc. This year, as luck would have it, I decided to attempt a year focusing on just one hotel chain.

Tried to make res at the BWI Marriott, they were booked. Made at Courtyard. Arrived just before midnight -- you guessed it -- no rooms. The only place they could put me was at this extended stay hovel (not Marriott property) about 4 blocks away. They paid the whopping $81 rack rate. I'm shortening the total experience for brevity's sake. The treatment at the Courtyard desk was atrocious (not just because I was being bumped and unhappy -- they were openly rude).

Next night, I was trying to explain the horrendous experience to ply a better room at the BWI Marriott -- Customer Care said no way. Rate is what it is.

Bottom line, terrible experience. Positively terrible. Should I:
1. Complain somehow to Marriott (I'm past needing that to feel better)
2. Change hotes to Hilton
3. Suck it up as 's**t happens' when you travel enough

Thanks...

KB

Definitely contact Marriott Customer Service...

Since you are Gold and were walked in addition to having your room at the other hotel paid for you should have also received the following compensation: 100$ at the Courtyard r 100$ + certs at the full service Marriott.

Also, since you are a gold, you shouldn't have been walked as I highly doubt the hotel was full of Platinums.

Getting walked can happen, and as psychephylax pointed out you are entitled to compensation over and above the free room at a nearby hotel. Hotels do overbook, and these things happen. Not pleasant, of course, but not the end of the world.

What's inexcusable, even for a non-rewards member, is atrocious treatment at the front desk of any Marriott property. THAT'S what would potentially spark a letter from me to the GM or Marriott corporate. The fact that you're a Gold is just icing on the cake--they should take extra care to ensure your satisfaction and happiness.

Bottom line is that I wouldn't take this as a reflection on the entire Marriott corporation. Chalk it up to one bad experience and hope that they make it right in the end. If it happens again, I'd probably steer my business elsewhere.

Was your MR rewards Gold Member number on the reservation? If so you are entitled to additional compensation under the "Ultimate Room Guarantee" however your MR number and a valid credit card must have been included on your reservation. According to the MR website:

The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
At Marriott Hotels & Resorts; Renaissance Hotels & Resorts; Marriott Conference Centers; Marriott Vacation Club International; and Horizons by Marriott Vacation Club: Alternative accommodations, plus $200 and 2 free room certificates.

At Courtyard by Marriott; Fairfield Inn by Marriott, SpringHill Suites by Marriott; Residence Inn by Marriott; and TownePlace Suites by Marriott: Alternative accommodations, plus $100. (Platinum members also receive 2 free room certificates.)

Call Mr. Marriott's customer service # and give them all the details.

Good Luck and let us know what happens.

RIP...