I have been Platinum for several years and finally tried to take advantage of the guarenteed reservations perk, but all three times was told sorry, it is up to each individual hotel to decide if they honor this perk. All three said sorry about your luck. One of them the stay is even 9 months out. I'm not looking for rewards availability, this is for a paid stay in Dublin at the end of August. So I ask, what is the point and how can you market this as a perk if it isn't honored?
Good question. I've never attempted to apply the guarantee. The terms and conditions make no mention of exceptions for any hotels other then Vacation Club... I've copied the paragraph below. I can't believe Marriott leaves this up to each individual property. If that was the case, they would be wrong more than right and cause too many headaches. The limited dates for special events I can see happening, but you didn't mention anything big happening near the hotels you're choosing. I would give the Platinum Line a call. Ask for clarification on this.
48-hour Guaranteed Availability: Limited to Platinum Member's personal
guestroom. Guaranteed room availability for reservations booked at least 48
hours prior to arrival available at all participating Marriott hotel brands
except Marriott Vacation Club. 48-Hour Guaranteed Availability may not be
available on certain limited dates (e.g., special events). Benefit cannot be
used in conjunction with award usage or any type of promotional or discounted
rates. For Residence Inn and TownePlace Suites, 48 Hour Guaranteed Availability
applies to studio rooms only.
I was quite surprised too. I've tried calling the hotel directly and the platinum line. It was the platinum line that told me it was up to each invidividual hotel to decide if they had a "special event." When I called the hotels directly and asked what special event they had, they replied nothing they knew of, it was just sold out. I could see if it was the super bowl and the hotel was right next to the stadium, but the one I really care about is in Dublin in August. There are only two hotels anywhere near Dublin (one in, one about 15 miles out) and both are sold out for my days. Both won't honor the guarenteed reservations.
I think this calls for one more conversation with the Rewards people. I've read on here, from time to time, that some hotels don't follow the rules. If there is no special event, and you're willing to pay the going rate, then they should honor the policy. See if you can get a manager on the phone at the Platinum Elite line, explain that the hotel has verified no special event.. I'll bet the powers that be can shake a room free for you.
So what does this mean exactly? That if I make a reservation prior to 48 hours before my stay that the hotel guarantees that the room that I booked will be the room that I get (and that I will indeed get a room period) or does it mean that if I attempt to make a reservation prior to 48 hours before my stay and the hotel is booked that it must find a way to carve out a room for me?
The wording is confusing. One thing that I see that may give hotels an "out," is the phrase "at all participating Marriott hotel brands," but that would be for an entire brand, not a specific hotel.
This was exactly my concern. Was this a play on words or some other gimmick? When I read into it more to see if I misunderstood the perk, it said that as long as you call at least 48 hours in advance, then you would be guarenteed a room, even if it was sold out.
I'll try calling the Platinum line again and ask for a manager as pp suggests.
I agree, it seems to me it is quite open to interpretation. When drafted, did they really intend it to apply if you try to book, say, 2 weeks out and there are no rooms. I would be surprised but it does seem a reasonable interpretation. As hinted, I expect 'full' on line does not in fact mean they have no rooms - except when the big event is in town! I think we should be told
Thanks for taking the time to post. Below is the link for the Terms and Conditions for Elite membership, which specifies a number of guarantees.
Which specific guarantee are you referring to?
Been on phone for 30 minutes now, bounced to 3 different people. They are all telling me this doesn't sound right, but not resolved yet.
Interesting, one person told me it is corporate that determines "special events". However, another person told me that each hotel can pick a couple of dates to block.
Now being told this has to be shipped to the "executive department" and they will call me in 3-5 business days. So you're saying there's a chance......
Mackey and Pluto,
My interpretation (and that's all this is) is that a Platinum Member is Guaranteed a Room (not a specific type) in any Marriott property upon 48 hr notice, unless there is a special event or the hotel has lit up special days. They would pay what ever the going rate is for that date and room, no special discounts. I have seen a few posts on here that have led me to my interpretation. I have never exercised this guarantee.
My guess is that is rarely used and most properties have never dealt with it.... that's why the property that mackey's attempting to cooperate is being difficult. Once the big cheeses at Marriott Rewards sort through the language, I'll bet a room opens up.
Also keep in mind.... most hotels "overbook" on a regular basis. For instance, they'll take reservations for 150 rooms knowing that they only have 145 in inventory. Quite often, everyone doesn't show up and things work out. On the rare occasion, when everyone does show up.. they "walk" a few sad souls to another property. This happened to me at a Res Inn near the BWI airport a few years ago.
I have used this 'clause' to get rooms in the past. My experience is that you will be provided a room at the prevailing rate at the time of booking if the property chooses to accept your reservation. For example, if the sold out situation has driven up the room rate beyond the norm, that is what you would be expected to pay. However, the individual property can deem a particular group of days 'exempt' of this policy due to a 'special event'. that also has happened to me and I was not given a room, period. I think that is fair enough. A recent example mentioned on this site by Rasorbackfan was a particular date during super bowl week in New Orleans. I do not think any of us would expect Marriott to free up a room under this policy during super bowl week, would we??
It seems that more and more the properties are making their own decisions about Rewards Benefits that have been standard for years. At first I was wondering if I remembered it correctly. When I have asked directly at the hotels, many have owned up to not being 'real' Marriotts. In our discussions on MI it seems that the franchised operations seem to be doing their own thing. I am thinking of starting a thread to consolidate some of the info I have gathered on Marriott franchises, and gather MI comments on properties with non-standard benefits. At least if you elect to use one of these properties you will not be surprised with what happens.
Please be sure to post any Platinum Guarantee problems to the following thread, "Which marriott Brand & Loaction Did Not Honor an Anticipated marriott Reward Benefit for You?"
or click on the following link
I just encountered a similar "special event" experience where Marriott platinum reservation cannot get me a room, even though the weekend is 2 months away. What's the point of "guaranteed availability" if the special event exception is applied whenever there is an event in town?
"Guaranteed availability" seems like a pretty empty promise. Shame on Marriott. I never had this problem when I was Starwood Platinum.
I have been having problems too. I tried to get into Monterey last weekend and it did not show any of the 3 hotels, I stayed 1 1/2 hr away. I am trying to get into Charlottesville on May 17, 2013 and nothing is available. The University of Virginia is having graduation that weekend. I called PR and they said that if the entire area is booked they cannot accommodate us since there is no place to move another guest to.
I used to see availability when I logged in but no more.
Has anyone gotten into a sold out hotel using the platinum override?
Californian, my husband decided to push them on the 48 hr Platinum guarantee this past July.... both at the property as well as the Platinum line. After being told no no no no no they finally relented and told him they'd give him a room if he paid almost triple the going rate. Obviously, he didn't take it.
You are entitled to the Platinum Push if made within 48 hours. The logic as it was explained to me was that there will always be no shows, so adjustments can be made. I have never been even slightly dissuaded from attempting a Platinum push. In fact, they informed me that if I arrived, I would be given a room somewhere no matter what, and the financial retribution you will receive is substantial. This was just recently. I cannot remember the breakdown financially, but it is well into 4 digits ($1000) plus. Platinum reservations, and Marriott in general takes this very seriously, and will penalize the heck out of a Marriott branded property for not following the guidlines. if you have a second, call Platinum Customer Care (not rewards or reservations) and they will explain this in detail. I was shocked at what you would receive as compensation.
I am not guessing about this or basing it on a one time experience. the powers that be take this sort of thing very seriously. If I did not lnow what I was talking about, I would not bother wasting the time to post this here. If you do not get the information I am talking about by calling, I will track this thread and write it all down in a day or two so you know what I mean.
Best of luck, and let me know how it turns out.
Also, they cannot charge you extra for a 48 hour push, and in fact, I have got some great deals doing it this way (although I only do a 48 hour push in certain extreme situatios)
Hope this helps somewhat-----Just talked to them now. I was told that 48 hour overirdes are always honored, and if there is a problem, they send you to Platinum Customer Care, which they said is an unpublished number which just has a special extension they send you to, and that the wait is less then a minute. I was just told that they can never charge you above rack rate, but what happens is that many customers do multiple room bookings that they will cancel last minute, and that for special events the Platinum member can actually benefit and get a lower rate then if the had booked in advance as it goes to a default lower standard (not special event) rate.
I know it sounds confusing, and for that I am sorry, but there is always a backdoor if you look hard enough. She was very nice (the undividual I just spoke with) and said if you ever need custom preferred treatment just call reservations and ask them to transfer you to Platinum customer care.
You can even call just to ask general questions about how the whole thing works she said without making an actual reservation. She said they are dedicated to situations like this and are specialists at working out something for you! She informed me they will even take this to the corporate level if need be.
Thinking back, this worked to my advantage when the G-2 summit was held in Pittsburgh a few years ago, and I still got a room amongst all of the security. I think the Ambassador of Portugal was in the room across the hall from me! Pretty cool!
Hope this is helpful and not too confusing, so best of luck to you in any situation.
Then again, a lot of people say my name, AL is actually an acronym for "always lucky"! LOL!
Hope things work out for everybody, as it is a definte elite perk which I really enjoy and admire.
Everyone have a good day/night! - Al.
Very curious. I wonder how soon they will "open up" in advance so that you know you will have a room, not just a day or two in advance. Did they put you on a waiting list? I was told by PCS that they can do that and will inform you as soon as they are available. Hopefully with some elbow room in advance time-wise! (I would hope!)
Mr. California. pl;ease let me know what happens, as I am very interested in how this works for you, and I hope it is positive!
Good Luck - Al
Yes, this is what my husband was told also.
Edited to add: Sorry, it looks like they have changed the message nesting default so now my post doesn't make sense. lol
I was responding to Californian stating that my husband was also told that his rate was to offset the cost of bumping a client to another location.
Message was edited by: Miss G
It's my understanding that properties can get around the Plat guaranteed (as others have said) for special events. Superbowls, conventions, and the like. The event has to be approved by Marriott corporate. Its not easy. However, some have been questionable in my opinion. I have been blocked by CY Ocean City MD because it was Sunfest Weekend in the city. Also, was told another property was already over booked by a certain amount so they wouldn't add another.
Keep in mind that the guarantee gets you one room at rack rate. That can be very expensive. No discounts and not more than one room. I do wish the system would identify a property has been excluded from a date for the guarantee. Also unclear is if the property has a minimum stay requirement. (2 or more nights.) Some have said that Plats are not bound to this requirement. Have not been able to get this cleared up.
I am in total agreement with you. Only variable is the staff knowledge at the specific location, which often hinders Platinum efforts.
The lack of knowledge in these areas is rampant and wiespread. That is why things go my way at some locations and not at others when I start drilling them for details. It then becomes very apparant to me what is happening at the time.