Oct 31, 2016, 9:54 pm
Last edit by: SkiAdcock
Marriott Rewards® Elite Benefits Guarantee
Ultimate Reservation Guarantee:
If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience. To be eligible, you must provide your Marriott Rewards membership number when making a reservation. Compensation varies by hotel brand.
Brand
Guest compensation***
JW Marriott®, Autograph Collections®, EDITION®, Renaissance® Hotels, Marriott® Hotel and Resorts, Gaylord Hotels, Delta Hotels®
- $200 USD
- 90,000 points
AC Hotels, Courtyard, SpringHill Suites, Residence Inn, Fairfield Inn & Suites, TownePlace Suites, Moxy Hotels, Protea Hotels
- $100 USD
(Platinum members also receive 90,000 bonus points)
The Ritz-Carlton
Platinum Members received
- $200 USD
- 140,000 points
***Outside of the U.S. compensation will be paid in the local currency
Ultimate Reservation Guarantee:
If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience. To be eligible, you must provide your Marriott Rewards membership number when making a reservation. Compensation varies by hotel brand.
Brand
Guest compensation***
JW Marriott®, Autograph Collections®, EDITION®, Renaissance® Hotels, Marriott® Hotel and Resorts, Gaylord Hotels, Delta Hotels®
- $200 USD
- 90,000 points
AC Hotels, Courtyard, SpringHill Suites, Residence Inn, Fairfield Inn & Suites, TownePlace Suites, Moxy Hotels, Protea Hotels
- $100 USD
(Platinum members also receive 90,000 bonus points)
The Ritz-Carlton
Platinum Members received
- $200 USD
- 140,000 points
***Outside of the U.S. compensation will be paid in the local currency
Does Marriott have a policy regarding walking guests?
Jun 26, 2018, 9:36 am
#76
Join Date: Nov 2005
Location: WAS
Posts: 1,626
The hotel forcing me to walk is offering to cover the night at the Marriott property they want to walk me to. The new hotel is 45 minutes away from where I need to be. There are no closer Marriott properties that have rooms.
Q1: If I accept the Marriott property they want to walk me to, will I receive say credit for the night? I'm worried that since the charges will be picked up by the property that is walking me, that I won't get stay credit through some weird direct booking relationship b/w the two hotels.
Q2: There is a Hilton property that is closer to where I need to be. If, I stay there, can I still get the stay credit for the walked stay at Marriott?
Q1: If I accept the Marriott property they want to walk me to, will I receive say credit for the night? I'm worried that since the charges will be picked up by the property that is walking me, that I won't get stay credit through some weird direct booking relationship b/w the two hotels.
Q2: There is a Hilton property that is closer to where I need to be. If, I stay there, can I still get the stay credit for the walked stay at Marriott?
Jun 26, 2018, 9:57 am
#77
Join Date: Sep 2010
Location: Chicago
Programs: Hyatt Glob; UA 1K; BonVoyage LTT (RIP SPG); HH Dia; JX Insighter
Posts: 1,642
The hotel forcing me to walk is offering to cover the night at the Marriott property they want to walk me to. The new hotel is 45 minutes away from where I need to be. There are no closer Marriott properties that have rooms.
Q1: If I accept the Marriott property they want to walk me to, will I receive say credit for the night? I'm worried that since the charges will be picked up by the property that is walking me, that I won't get stay credit through some weird direct booking relationship b/w the two hotels.
Q2: There is a Hilton property that is closer to where I need to be. If, I stay there, can I still get the stay credit for the walked stay at Marriott?
Q1: If I accept the Marriott property they want to walk me to, will I receive say credit for the night? I'm worried that since the charges will be picked up by the property that is walking me, that I won't get stay credit through some weird direct booking relationship b/w the two hotels.
Q2: There is a Hilton property that is closer to where I need to be. If, I stay there, can I still get the stay credit for the walked stay at Marriott?
When is your platinum challenge deadline? If you still have time, you could in theory use the cash on some later date.
Jun 26, 2018, 10:04 am
#78
Join Date: Nov 2005
Location: WAS
Posts: 1,626
In regards to Q1, I I would think you have to receive the credit. As for Q2, I couldn't say. If you get really lucky, though, you might be able to double dip
When is your platinum challenge deadline? If you still have time, you could in theory use the cash on some later date.
When is your platinum challenge deadline? If you still have time, you could in theory use the cash on some later date.
So, my priority is getting the stay credit. If I need to drive that extra 45 minutes, I guess I will. Not ideal, but not much choice. Although, it's not clear to me I'll absolutely receive stay credit if I am walked to the other Marriott property.
And, of course, Marriott's Twitter Team takes 4-5 days (at least) to respond to DMs and no one answers Marriott's 801 customer service number, so I can't get any assistance from anyone at Marriott. (I really hope Marriott keeps SPG's Twitter Team as Marriott's is TERRIBLE).
Jun 26, 2018, 11:11 am
#79
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
FYI: It took nearly 1 month, three or four emails to the hotel, and a follow-up call to corporate Marriott, but I received my compensation yesterday. My Uber was included in the compensation.
Jun 26, 2018, 11:12 am
#80
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
The hotel forcing me to walk is offering to cover the night at the Marriott property they want to walk me to. The new hotel is 45 minutes away from where I need to be. There are no closer Marriott properties that have rooms.
Q1: If I accept the Marriott property they want to walk me to, will I receive say credit for the night? I'm worried that since the charges will be picked up by the property that is walking me, that I won't get stay credit through some weird direct booking relationship b/w the two hotels.
Q2: There is a Hilton property that is closer to where I need to be. If, I stay there, can I still get the stay credit for the walked stay at Marriott?
Q1: If I accept the Marriott property they want to walk me to, will I receive say credit for the night? I'm worried that since the charges will be picked up by the property that is walking me, that I won't get stay credit through some weird direct booking relationship b/w the two hotels.
Q2: There is a Hilton property that is closer to where I need to be. If, I stay there, can I still get the stay credit for the walked stay at Marriott?
I think Marriott will also agree they have to put you at a comparable hotel. So, if your reservation was at a Marriott it isn't acceptable to walk you to a Courtyard or Fairfield Inn.
I wouldn't hesitate to contact Marriott corporate by telephone. They intervened with me when a property was ignorant of the rules or intentionally not following them.
Jun 26, 2018, 11:14 am
#81
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
Deadline is this weekend, so I can't fit in another stay at this point.
So, my priority is getting the stay credit. If I need to drive that extra 45 minutes, I guess I will. Not ideal, but not much choice. Although, it's not clear to me I'll absolutely receive stay credit if I am walked to the other Marriott property.
And, of course, Marriott's Twitter Team takes 4-5 days (at least) to respond to DMs and no one answers Marriott's 801 customer service number, so I can't get any assistance from anyone at Marriott. (I really hope Marriott keeps SPG's Twitter Team as Marriott's is TERRIBLE).
So, my priority is getting the stay credit. If I need to drive that extra 45 minutes, I guess I will. Not ideal, but not much choice. Although, it's not clear to me I'll absolutely receive stay credit if I am walked to the other Marriott property.
And, of course, Marriott's Twitter Team takes 4-5 days (at least) to respond to DMs and no one answers Marriott's 801 customer service number, so I can't get any assistance from anyone at Marriott. (I really hope Marriott keeps SPG's Twitter Team as Marriott's is TERRIBLE).
Jun 26, 2018, 11:23 am
#82
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
When walked, even if walked to a non-Marriott hotel, you should still get night credit and points as if you stayed at the hotel, though you may have to ask for and push to get that.
Jun 26, 2018, 2:31 pm
#83
Original Poster
Join Date: Jun 2004
Programs: Marriott/Starwood Lifetime Titanium, Hilton HHonors Diamond, IHG Spire, United Premier Silver
Posts: 707
When I was walked from one Marriott property to another Marriott property, I did receive stay credit even though the actual bill was picked up by the first property. I was concerned because I was trying to stay X amount of nights to get Y amount of points or some such game for a promotion and thought I might not receive the stay credit, but I did.
In addition, if you do not, I would be surprised if Marriott customer service would not help you get the stay to post given the situation (after you wait your 1-3 hours on hold for an agent, that is).
In addition, if you do not, I would be surprised if Marriott customer service would not help you get the stay to post given the situation (after you wait your 1-3 hours on hold for an agent, that is).
Jun 26, 2018, 4:10 pm
#84
Suspended
Join Date: Jun 2005
Programs: Delta Diamond, Marriott Ambassador & Lifetime Titanium, Hertz President's Circle, United Silver
Posts: 6,334
When I was walked from one Marriott property to another Marriott property, I did receive stay credit even though the actual bill was picked up by the first property. I was concerned because I was trying to stay X amount of nights to get Y amount of points or some such game for a promotion and thought I might not receive the stay credit, but I did.
In addition, if you do not, I would be surprised if Marriott customer service would not help you get the stay to post given the situation (after you wait your 1-3 hours on hold for an agent, that is).
In addition, if you do not, I would be surprised if Marriott customer service would not help you get the stay to post given the situation (after you wait your 1-3 hours on hold for an agent, that is).
Jun 26, 2018, 7:40 pm
#85
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
But to answer your question, yes, you should get credit as though you stayed where you were booked, even if you get walked to a non-MR property. The rule is moved to a comparable property and doesn't need to be a MR property. And, if you met the guarantee specifications, cash should be paid out above and beyond just paying for your night. Escalate with MR if you feel you are not getting the proper treatment.
Jun 26, 2018, 9:00 pm
#86
Used to be bulldoggolfer05
Join Date: May 2007
Location: Săo Paulo, BR/Miami Beach, FL/NYC/DXB
Programs: HGP DMD, HHonors DMD, SPG PLT, MR PLT
Posts: 2,295
This is true only if the accounts are linked. Since the poster mentions that he/she is trying to hit an Elite Challenge, it does not sound like the accounts are linked, so unfortunately SPG Status means nothing at a Marriott hotel in terms of Elite walk compensation.
Nov 6, 2018, 7:03 pm
#87
Join Date: Aug 2010
Location: ORD | MDW
Programs: AA Plat | United Silver | Hyatt Globalist | Hilton Diamond | Marriott Titanium | IHG Ambassador
Posts: 84
Walked with 2 rooms
I was walked tonight and had 2 rooms booked at Towneplace Tempe. I’m a Platinum so entitled to $100 plus 90k pts.
They handed over the $100 as soon as I asked and refused $100 for the second room. I can’t find clear language. Can anyone assist?
They handed over the $100 as soon as I asked and refused $100 for the second room. I can’t find clear language. Can anyone assist?
Nov 6, 2018, 7:05 pm
#88
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,399
To where were you walked and did TPS Tempe pay for both rooms at the new hotel?
Nov 6, 2018, 7:49 pm
#89
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; Hilton Gold
Posts: 11,727
But you should still receive the normal walk benefits for all the rooms. IOW, the hotel should still help find you 2 rooms at another, comparable hotel and pay for the first night for both rooms.
Nov 6, 2018, 7:52 pm
#90
Join Date: Aug 2010
Location: ORD | MDW
Programs: AA Plat | United Silver | Hyatt Globalist | Hilton Diamond | Marriott Titanium | IHG Ambassador
Posts: 84