FreeLunch

I had a stay at an Aloft hotel this past weekend. I checked in via the app before I got to the hotel. I showed up at the hotel and wanted to change the credit card that the stay would be charged to. The front desk rep said that once you're checked in via mobile they can't change the payment method. I've done this many times at different hotels/chains. Is this something that Marriott Hotels or particular brands within Marriott do?

myperks

Was it the same answer when you asked to swap cards at checkout?

ftrichard

I've frequently changed payment cards at check out. In China, I use a foreign MasterCard on my account when making the reservation and checking in so the hold is on that but most times pay in RMB using WeChat Pay when actually checking out.

I believe it really depends whether the hotel has actually charged you or just put a hold on your credit card account. In the olden times, my pre-paid rates in, say Thailand where I would go frequently were charged a few days after I made the reservation and while they checked the card when I checked in the charge and payment had already been made some weeks or months in advance so the concept of settling up with a different payment method is moot in this scenario.

However, if they've just placed a hold on your card then settling up with another card when you check out is no problem. The hold on your card will either be cancelled or expire gracefully but it won't in any case hit your credit card bill.

At this Aloft, you should establish if they have actually charged your card or just put a hold on it. If it's the former then you'd need a refund and a second charge which may be problematic for their processes with internal approvals for refunds and the like. If it's the latter then it's BAU to cancel the hold and pay with another payment type.

FreeLunch

I didn't ask to swap cards at checkout. I assumed it was stuck based upon what the front desk rep said on check in. I usually let them auto check me out and bypass the front desk.

pazza2000

Never had an issue swapping payment information, will often mobile check in and switch out mid stay.

margarita girl

Sounds like complete nonsense. If that were true, you’d never be able to pay with a gift card after mobile check in. (I only do mobile check in. I don’t even know if you can check in on website.)

Kacee

I've always been able to use a different card at check-out.

Even at check-in, it should be possible. My assumption is the agent was either inexperienced or lazy.

Often1

Was this a prepaid or rate with a deposit? Once that is done, the property would need to process a credit to the first card and reinitiate the transaction.

On a routine stay where one pays at check out, there is no reason why one cannot change the method of payment.

Strikes me as an issue to raise with a manager.

cre95

I have even changed payment method after having already checked out. For these cases, I have needed to call and told them that I need to change payment method. In my case, I have two cards on file (e.g., personal versus business) and explained that it went to the wrong card and needed to change it to the other form of payment. In these instances, I've gotten the new charge to come through for the new card right away with the credit on the prior card lagging by a few days.

FreeLunch

It wasn't a prepaid rate. It was a standard rate booked from Marriott.com. I was thinking it could've been an inexperienced front desk rep, however, I called the titanium line and they said if the hotel says they can't change it then they can't. I've never heard this before, so I didn't think twice when checking in via mobile.

Zorak

I've had the opposite problem, at a JW -- despite having checked in on the app, they insisted on a physical card swipe when I arrived on property. Which was inconvenient only because I'd forgotten to bring the card I actually wanted to use, which had an AMEX offer on it but since I have another stay coming up I just went along with it.

FreeLunch

If anything that's more my experience. They want a card swipe in person to make sure you're using the correct card and/or get a local swipe vs card not present.