I am a Platinum member and reserved a king suite at the Kansas City Residence Inn. I placed this reservation over 3 months ago. When checking in at 4:30 yesterday, the clerk said there was a problem with the hotel being overbooked...people staying beyond their original reservations etc, and that they had to put us in a queen room. REALLY?! I have had to move to a different room in the past if I've extended my stay and that room type was needed. To make matters worse, it was a handicapped room with a shower that drained in front of the toilet. Have any of you ever been downgraded like this?
Unacceptable. You are guaranteed your room type. Time to speak to a manager and/or Marriott directly. Using points does not matter. In fact, the hotel is reimbursed / credited probably more with points then if you had paid (based on average room cost) so most hotels are happy when you use your points and upgrades are usually even more certain when using points vs paid stay. I would not stay in that room, especially if it is a handicap room.
I think the bed guarantee applies even on awards stays, so the Residence Inn owes you $50 if your Marriott # was in your reservation & your confirmation shows king suite.
Collect the $50 before you check out.
If you're actually staying at the hotel, even if it's not in an optimal room, you're probably not going to get your points refunded.
You can legitimately get the $50 as part of the bed type guarantee since you have the documentation showing your bed type reserved/confirmed.
You can request some additional points because of the **** room & the way it's been handled. They might do it; they might not. Doesn't hurt to ask.
I Stayed last night...very unhappy and did not know what else to do. She insisted it was the only room they had. We were on the road all day and I did not want to try to get another hotel on such short notice. I think it was very crappy! The bedroom wall was adjacent to an exit hallway, so we got to hear people talking as they exited the building. I will never let something like that happen to me again. The hotel also changed/altered my reservation without any notice to me.
You can still contact the GM of the property & let him/her know of your deep dissatisfaction with the unannounced room change & the handling of the situation. You can ask for some points to be credited to your account, although I don't think the GM will refund the points required for the night stay since you did actually stay there, but might be willing to get you a few thousand to make up for it.
If you get no joy from the GM, then contact Marriott Rewards Customer Service & explain the situation to them & see if they'll offer you some courtesy/good will points.
For what it's worth, I'm quite surprised that they put you into a **** room given you were Platinum and you didn't arrive that late. You'd think they would have given the room to someone with no status. And too bad they didn't 'walk' you as then they would have owed you lots, but they do try to avoid walking Plats due to that reason.
It's always good to keep an eye on your reservations to catch any unexpected changes such as you encountered, so you can deal with them in advance. That's not always possible.
Also, if you want to know what your benefits are as a Plat & guarantees, etc, then I'd recommend printing out a copy of the Platinum bennies to keep with you when traveling.
Great news highbay, but it still should not be happening, and if it does they should have given you the points back and also a bunch of points for the inconvenience and the bad rooms.
We are starting to read of this more and more on Insiders, where a customer had found their room type was not met or even before they get to the hotel the property tells them it is now oversold and they are being moved to another location. This indeed unacceptable by every stretch of the imagination.
That's great! One thing about Marriott and probably the reason I remain loyal is because when there is an issue like yours, they always seem to go out of their way to make things right. In your case, I think they went beyond. Just good customer service although I realize it should have never happened in the first place.
Hilton has a policy that is on a printed sign visible at check-in. Something like "If you find anything wrong, tell us so we can make it right and if we can't we will refund your money."
Unlike Marriott you know when you are booked in an ADA room. These are chosen separately and often less expensive. I had booked a king and upon arrival was offered a Queen or an king ADA room. I told them that neither was acceptable. I had flown in and it was late. They told me that I was welcome to take either room and my payment would be refunded. I took the king ADA room and considering it was free, I was OK.
I have never had this at a Marriott. Too often, I am given and ADA room and told that there are no others and no refund of payment. To Marriott these are just rooms and they save them if requested and if not, they are considered a regular room.