4 Replies Latest reply: Dec 20, 2015 12:12 AM by yosof RSS

Guaranteed Room type and "Destination" / Resort properties

yosof Platinum 1 Reviews
Currently Being Moderated

Just checked into Wailea Beach Marriott Resort on a 5 night cash stay celebrating our anniversary (and my 73rd night this year). Room type was not available and was told that because this is a "Destination" property, the Platinum guarantee does not apply. Instead of a King room, we were told that only a 2 Queen room is available. :-(

 

(Reservation was booked almost 3 months in advance, and we received correspondence with the Elite Coordinator by email last week. However, the room appointed is completely not as advertised.)

 

Upon checking into the room (first floor room, slightly damp and a tad moldy), we found that the beds were actually not even queens - they were doubles! (This isn't just my eyes getting old - iPhone measured much less than 60 inches.)

 

Apparently this hotel considers doubles to be queen beds? Is this a "Destination" / Resort thing as well, that their Queens are actually small doubles?

(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: Guaranteed Room type and "Destination" / Resort properties
    fistuk Platinum
    Currently Being Moderated

    yosof,

     

    This is definitely annoying! You got me worried as well, since I'll be checking in that hotel in about 2 weeks!! I booked a garden view room with a king size bed, and I sure hope they'll honour my booked room type.

     

    I'm surprised about the bed's size issue, usually in the US beds sizes are considered to be bigger than European sizes. I did encounter bed size issues in the past in Europe only. Anyway, the sizes of the beds should match the sizes indicated in the shopmarriott.com website. You can measure the bed given to you and if it doesn't match - this is definitely a policy breach regarding the guarantee for platinum members.

     

    Regarding the 'Destination Property' issue - I must say it sounds like an excuse. I don't recall seeing anything about this in the Marriott Platinum benefits nor in the 'Guaranteed Room Type' conditions, and it appears I'm right.

    Here are the relevant sections in their policy's terms & conditions:

    * Guaranteed Room Type: Guaranteed priority for your requested type of room. Subject to availability at participating locations worldwide when your qualifying Elite level and specific preference are noted on the reservation for your stay. (Pillow, room location, extra bed, crib requests, etc. are not included in Guarantee.) Outside U.S. and Canada: smoking/non-smoking preferences may also be given priority, based on availability; exact bed sizes may vary and only Platinum members will have guaranteed priority for your requested type of bed and room. Not available at Marriott Vacation Club.

    * Elite Members are eligible to receive the Room Type Guarantee at any JW Marriott, Autograph Collection, Renaissance Hotels, AC Hotels, Marriott Hotels & Resorts, Gaylord Hotels, Courtyard by Marriott, Fairfield Inn & Suites by Marriott, SpringHill Suites by Marriott, Residence Inn by Marriott, TownePlace Suites by Marriott, Moxy Hotels and Protea Hotels worldwide. Gold Members are eligible to receive the Room Type Guarantee at any participating U.S. and Canada hotels. Only Platinum members will be honored both room and bed type preferences at participating hotels outside the U.S. and Canada. (Pillow, room location, extra bed, crib requests, etc. requests are not included in the Guarantee.) Note that exact bed sizes may vary at hotels outside the U.S. and Canada.  Does not cover room upgrades.

    * If hotel is unable to fulfill this Room Type Guarantee, Elite Members will be compensated (see below):

    JW Marriott, Autograph
    Collection, Renaissance Hotels,
    Marriott Hotels & Resorts, Gaylord Hotels
    $100 USD

     

    So, as you can read yourself, there's no such thing as 'Destination Property' and Marriott only excludes Vacation Clubs from this specific commitment (in addition to Ritz Carlton & Edition hotels). Obviously, this hotel isn't a vacation club!

    I'd recommend you to speak with the front desk\duty\hotel manager and get this sorted out. If they won't be willing to help you or compensate you as indicated above - contact the Marriott customer care service line and complain.

    (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: Guaranteed Room type and "Destination" / Resort properties
      yosof Platinum 1 Reviews
      Currently Being Moderated

      I think the other questionable element is that this hotel does not seem to allow booking bed types for a non-suite room. "Resort View, Guest room, 1 King or 2 Queen, Balcony." In my case, we actually got 2 double's.

       

      @fistuk - are you sure you booked a King room - if so, I assume you spurged for a suite?

      (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: Guaranteed Room type and "Destination" / Resort properties
        fistuk Platinum
        Currently Being Moderated

        As I indicated in my first reply: I booked a garden view room with a king size bed. Although the room does indicate it can provide a king size bed or 2 queen beds, I wrote I have a king size bed because this is my account's preferences settings. The hotel must honour any platinum member's account preferences, including selected bed type.

        Therefore, if in your Rewards account you have selected the same than all my above reply is still valid.

        You can also verify this by viewing this reservation in your account and looking under the 'Room Preferences' section - it should show you:

        Guaranteed:

        1 King Bed

         

        If it shows you 2 queen than that means you should change your account preferences and you have nothing to blame the hotel for; If it doesn't show you anything than that means you should set your account preferences but still have nothing to blame the hotel for.

        Since you got 2 double beds instead of 2 queen beds - please see the relevant section in my above reply.

        (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: Guaranteed Room type and "Destination" / Resort properties
    yosof Platinum 1 Reviews
    Currently Being Moderated

    "Although the hotel did not have the room with one king bed available at the time of check-in, they were able to move you to the requested room type prior to check-out." - reply from

    Dan H.

    Internet Correspondence Specialist
    Marriott Rewards Guest Services

     

     

    My pref was indeed a king bed - they were able to move us the second day but very late 9 pm... (They said by 4 pm, and to "bear with them due to occupancy reasons" - so we were super nice in trying to vacate our old room immediately to change to the new room. This resulted in us wasting an entire day waiting for a room change.)

     

    Does the guarantee apply if the room type was met before checkout but not at checkin?

    (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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