2 Replies Latest reply: Apr 30, 2015 2:01 PM by lindseyh RSS

What helps having member guarantees if they are not observed?

miguelinoo Gold
Currently Being Moderated

Hi guys!

 

I have an issue with the  Fairfield Inn & Suites at the Keys Collection, which was supposed to open these days.

 

I have a confirmed reservation from may 1st to may 3rd for a Studio Room.

 

Sunday night I received a message assuring that they can't accomodate me and that  for this reason - they have booked a room at a non Marriott hotel, owned by the same group of investors, guaranteeing me 'THE SAME RATE, providing a light breakfast and waiving the resort fee'.

 

This even without asking my opinion before.

 

The Marriott Rewards® Elite Benefits Guarantee says:

 

Ultimate Reservation Guarantee

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]

   Ultimate Reservation Guarantee  
So, what it helps me to have such guarantees if the Hotels claims not being responsable for that, nor belonging yet to the Marriott Family?
Later on the responsable sent a message assuring that "The hotel which we reserved for you is a 4-star hotel, while the one you originally booked at was a 2.5 star hotel." - I don't care how much stars my hotel has as long as I know what I will get. Besides, I have reserved a Studio Room, what means, Living and Bed Room, but the new WOW location don't offer such type of accomodation, so how come they ask me I still have to pay for that?!

 

  • Re: What helps having member guarantees if they are not observed?
    brightlybob Platinum 10 Reviews
    Currently Being Moderated

    Invoke the guarantee. Your stay should be free and you should receive the $100 too. If you don't get anywhere with the hotel today escalate to the elite line and be prepared to send in the relevant emails.

     

    However the swap offered is, I believe, reasonable. But if you want a different hotel in the locality, find one similar in quality to the FFI (ie Hampton, Holiday Inn Express) and explain to the elite line why it's more appropriate.

    (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: What helps having member guarantees if they are not observed?
    lindseyh Community Manager Marriott Associate Member
    Currently Being Moderated

    Please feel free to private message me with your Rewards number and contact info, miguelinoo. I'd be happy to help you look into this further!

    (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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