Almost sounds like they have a standard property or corporately prepared script to follow, doesn't it?

I've sent this to you by PM, but it fits this thread:

"I'm a PLT who has stayed a grand total of 7 nights this year.

Marriott emailed me last month to ask me why my stays have dropped. I wrote back telling them I just don't see any difference in PLT vs. being Gold or Silver, listing some details.

19 stays with SPG this year. I'll be PLT very soon and then I'll only stay with Marriott when I have to."

One of the details I listed was the late checkout policy, which seems inconsistent and arbitrary. The other was the lack of upgrades I've received at FS properties. I stayed at the Marriott Bexleyheath (UK) during the cricket test match last weekend and got a worse room than my companions. No gift. Nothing for free. When I checked out, I was told I'd have to pay for a newspaper. I asked if PLTs didn't get free newspapers and was told I could take one since I was a PLT. They acted like it was something special.

I'm up to 20 stays with SPG. Marriott will probably lose about 65 of my 80-85 annual nights with them going forward.

UPDATE:

At 1:30pm, a housekeeping supervisor pounded on my door so hard I thought the hotel was on fire. Yes, there was a DND sign on the door handle. Let's just say that the duty manager and I had an intense conversation.

IME, your granted "wish" was never relayed to housekeeping. And I doubt a system exists for doing so, hence the reluctance to grant any late checkouts in the first place.

It happened AGAIN
 

Mr HP and I stayed at Manchester Airport Marriott last few weekendss. Give them their due they have treated us really well, till this Sunday. We had to settle the bill by 11am as they were having a system upgrade. I duly did this at 8am and then asked for a late checkout (only 1pm, hardly any extra). The receptionist (no customer service skills whatsoever) said that wouldn't be possible as I would have to leave by 11am (hadn't I had the letter under the door?). I told her that was why I was there at 8am, inconveniencing myself, but I pointed out that I didn't expect to pay for a room and have to leave an hour early. She said she would check if that was the case, which it patently wasn't, she just couldn't be bothered. She came back and said yes I could stay till 1pm, but there was a charge of £10 per hour. Hmmm, I say, I am a Platinum and I have been informed by Marriott Concierge (on this thread) that late checkouts are definitely complimentary to Plats. No, according to her they charge everyone. I stand my ground. She mumbles something like " I don't know about Plats" whil staring at the floor and looking flustered. What made me laugh was that her colleague checked me out the week before and gave me a 2pm late checkout with no fuss, but she just stood there looking dumb. In the end she relented.

It really left a bad taste in my mouth. I don't mind if staff are unsure about things, but it is the lack of customer service skills. It is so simple, just be honest and check, that way the customer isn't in a rage by the time they walk away. Either that or stop lying ....