8 Replies Latest reply: Oct 12, 2014 9:52 AM by ninabrackeen RSS

Marriott Ultimate Reservation Guarantee? Is it true or a Myth?

mayankvc Platinum 8 Reviews
Currently Being Moderated

Hi All,

 

Marriott Website says about Ultimate Reservation Guarantee as below.

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. [ALL LEVELS]

COMPENSATIONS ARE AS BELOW

https://www.marriott.com/Images/Rewards/EliteBenefits/MR_Elite_charts_UltReservation.gif


48-Hour Guaranteed Availability

Traveling on short notice? We guarantee you’ll always have a room for any paid stay. Just make your reservation 48 hours before arrival at any of our 3,500+ participating hotels, excluding Marriott Vacation Club. [PLATINUM ONLY]

No Blackout Dates

Our no blackout dates policy means you can redeem your rewards for a vacation wherever you want, whenever you want.


I tried to make a reservation today at JW Marriott Marquis, Ritz Carlton in UAE, Goa and Singapore for a particular date. I called Platinum Reservation Line also but they said "Sir, maybe the hotels are sold out. I said what do you mean "sold out"? They explained since hotel is outside the USA. I reminded them that Compensation says in local currency for 200 USD in local currency of hotel + 90000 MR Points for inconvenience JW and 140000 MR Points for Ritz Carlton . Then they transferred the line to higher up. The Lady said she will call the property to check. Finally I got reply that it may take 3 - 5 business days to get a reply to my email.

So really is the Ultimate Reservation Guarantee? Is it true or a Myth?

Waiting for Reply from their side.  Platinum Elite Member

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Marriott Ultimate Reservation Guarantee? Is it true or a Myth?
    skiadcock Platinum 4 Reviews
    Currently Being Moderated

    Well not to point out the obvious but you.'re listing 3 separate things.. The agent should have told you that.

     

    The ultimate reservation guarantee is if you're "walked" by  the property - ie, you already had a confirmed resservation, showed up and they say no room at the inn and move you somewhere else. That's not the case with you so no you don't get the points etc.

     

    To answer your specific question - it is not a myth. People have collected on it before.

     

    The other two guarantees are a bit different.

     

    Fwiw - I usually find if I'm going to complain about something and throw out rules it's good to know if they actually apply, but that's just me.

     

    Cheers

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Marriott Ultimate Reservation Guarantee? Is it true or a Myth?
      mayankvc Platinum 8 Reviews
      Currently Being Moderated

      Hi,

       

      I am not able to book a room paid basis or by redemption of rewards for all 3 hotels I asked for 31st December 2014. In that case, what am I suppose to do please advise.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: Marriott Ultimate Reservation Guarantee? Is it true or a Myth?
        skiadcock Platinum 4 Reviews
        Currently Being Moderated

        New year's eve is a popular time.You 're booking rather late, so not totally surprising they've booked.

         

        But I am confused. They 're 3 dif locations. Where do you actually want to stay?

         

        The alternative is to book a non-Marriott property

         

        Cheers

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Marriott Ultimate Reservation Guarantee? Is it true or a Myth?
    brightlybob Platinum 10 Reviews
    Currently Being Moderated

    Wow, mayankvc, you've mixed up 3 different policies here and have no doubt confused the heck out of the Plat line Lets try and unravel this...

     

    1. The Ultimate Reservation Guarantee

     

    This is the one you quote in your header. This applies to all elites who arrive at a Marriott group hotel with a confirmed reservation, whether cash or points, only to find the hotel fully occupied and "no room at the inn". It places a duty on the hotel to find and pay for equivalent local accommodation,  and, depending on brand, provide $100/$200 cash compensation AND if Plat 90,000 points compensation (140,000 at Ritz). It doesn't apply in your case as it is dependent upon a confirmed reservation already being in existence.

    In answer to your question in the header, it is no myth, the Ultimate Reservation Guarantee is real. I've heard of many Flyertalkers receiving this when "walked".

     

    2. No Blackout dates


    This is a guarantee about point redemption applying to all elites and guarantees that every hotel worldwide has redemption rooms made available every night throughout the year, so no blackout dates. But hotels can seek limits on a few nights each year when they can limit the number of redemption rooms available. Thus this policy is not to be confused with "last room redemption availability" that some other chains offer. It doesn't apply in your case, as it doesn't guarantee availability at the last minute.

     

    3. The Platinum 48 hour guaranteed availability.

     

    So now we get to the term you're actually relying on, this means that Marriott guarantees a platinum member will be able to book their chosen hotel for a paid night up to 48 hours prior to staying. This is limited to a room for the member only, so only one room, and is subject to blackout dates for which the hotel has to seek permission from corporate. NYE is perhaps the most popular blackout date of all, you'll almost certainly find that a few hotels in many major cities have applied for and gotten exemption from corporate for that night. However there should still be choices almost everywhere. And probably more than is available to non-plats. Taking one of your locations, Dubai, UAE, Marriott has 8 hotels there. Searching for a room on NYE there is a choice of only 6, meaning 2 have sought, and obtained, exemption for that night. Looking as a non-plat there's a choice of only 4 hotels. In other words, of the 8 hotels in Dubai, 4 are fully booked but only 2 have been granted a blackout, one of which is one of your choices, the Marquis (tallest hotel in the world), the other is the Marriott Al Jeddaf. However both Ritz hotels remain available, though only under the Plat guarantee, meaning you can only book one room. This is significant as you mention the Ritz in Dubai as unavailable as well but the only way that'll come up as unavailable to Plats is when you're trying to book more than 1 room. Hence I'm afraid this guarantee doesn't apply either, as it's limited to a single room and you want more than one. If I've misread your post and you weren't interested in the Dubai Ritz, only the Marquis, then I'm afraid it's obtained an exemption, as have both your other choices, the Goa Marriott and the Singapore Ritz, although both the Singapore Marriott and Renaissance do have availability.

     

    Bearing in mind the multiple conflation here, I hope you were politeness personified to the Plat line when you last called, otherwise you may owe someone an apology!

     

    Finally, there are still some great choices available, indeed I suspect probably 99% of Marriott's worldwide inventory is available to you under the 48-hour guarantee (only 1 room, mind ). Good luck with organising your New Year's Eve...

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Marriott Ultimate Reservation Guarantee? Is it true or a Myth?
    KatieC Member
    Currently Being Moderated

    Lots of great info from brightlybob, skiadcock here.

     

    mayankvc  - Let me know if we can look into any of this for you, or if you would like us to connect you with a Rewards specialist. Thanks!

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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