I just called the Platinum reservation line to make a reservation. I was told both hotels in the city I was going to was sold out. I inquired about the 48 hour Platinum Elite Guarantee. I was told by the representative that the hotels likely requested for special permission to block the guarantee. What is the point of offering a benefit of membership when you are not going to always honor it? Why should I stay loyal to a chain that changes the rules to their benefit? Has anyone else experienced this?
Thanks for your post. Below is the link to the terms and conditions for Marriott Rewards elite member benefits.
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 understand and agree with your frustration, however it looks as if Marriott has provided itself with an escape clause, which on (I would think only rare) occasion may be necessary. I hope you will get some additional responses to your question from folks who have encountered the same experience as you, telling how it turned out for them.
I have run into this as well. I wanted to get into Gettysburg next May and the Marriott website didn't show a hotel. Later in advertising I found a CY. I called PR and they explained what I found and said they might be sold out for a graduation, etc. I also found this for a hotel in Charlottesville and was told the same thing. I can understand if a group wants an entire hotel for a special occasion, they probably prepay and don't want a few of us. In Charlottesville, there was another hotel but not in Gettysburg so I had to go with a competitor.
I wonder if in the past, they always saved a few rooms for unexpected VIPs and just figured that we could get one too. Maybe now they are looking for every dollar and don't same rooms or at least not as often.
Both my husband and I have run into this a few times. (We are both Platinum status.) When my husband did a little digging he was finally told they would release a room to him if he paid a premium. I think it was something close to triple the rate. Essentially, you are covering the cost of whomever gets bumped.... assuming, of course, that the hotel would have been booked solid to begin with as this was a week or two out from the date we needed it. There was just a hold on all the rooms, at the time, due to a "special event" so they couldn't know for sure if the hotel would be full.
Please note which properties have not honored the 48 hr Platinum Guarantee and the explanation provided, and add the location tags.
Additional threads with information on Platinum 48 hr Guarantee.