Just called the Platinum reservation line to try for the first time to use my 48-hour advance room guarantee. They said sorry, the hotel is booked. Doesn't seem like much of a guarantee if it doesn't work when the hotel is booked. They were very nice but couldn't offer any explanation or other options except to book nearby inferior hotels. Wouldn't you think they would at least offer the kind of compensation they give if they can't honor your reservation? Has anyone else had this issue?
I followed up with Marriott rewards and they said the guarantee does not work on specific nights with special events so I asked what was the special event keeping me out of the hotel. They said they checked with the hotel and there was no special event. So I gues the rule is that you get the benefit when the hotel is not sold out, and by definition you don't need it. Seems like an illusory benefit if you can't use it if the hotel doesn't want you to use it. Since this is just about the only benefit of Platinum over Gold status I guess I wasted my time and money getting those extra 25 nights. Great service. Anyone know whether Hyatt or Starwood do a better job?