A LoyaltyLobby reader sent us a question regarding trying to check in to a Fairfield Inn on Saturday night only to be told that no rooms available.
You can access Marriott’s Elite Guarantee’s here.
Here’s the message from the reader:
What can I expect as compensation for showing up at a Fairfield Inn with a reservation Saturday night, to be told (as a Platinum Elite) that there was no room for my family and the best they could do is call other hotels to see if a room could be found. We ended up driving to the next big city, but it meant my kids didn’t get to bed until after 10pm on what was supposed to be an early night (It was 7:30pm when we arrived at the Fairfield). It was booked as a reward stay and I plan on calling Marriott to complain and ask for my points to be refunded, but not sure what other compensation I should ask for/expect for our troubles.
Marriott Rewards has very well defined Elite Benefits Guarantees that I most recently wrote last year (access here – need to refresh them for this year).
Here’s what the reader is eligible for:
Ultimate Reservation Guarantee (Silver, Gold & Platinum)
Ultimate Reservation Guarantee means that it is very expensive to walk (meaning hotel is sold out and the guest is accommodated at other hotel) elite members.
Remember that your reservation must include Marriott Rewards number in order to qualify.
- JW Marriott, Autograph Collection, EDITION, Renaissance, Marriott Gaylord and Delta hotels all elite members are eligible for $200 cash compensation + 90,000 Marriott Rewards points.
- AC Hotels, Courtyard, SpringHill Suites, Residence Inn, Fairfield Inn, Towne Place Suites, Moxy and Proteal hotels the compensation is $100 and Platinum members are eligible for an additional 90,000 Marriott Rewards points.
- The guarantee at Ritz-Carlton hotels is only available for Platinum members that are eligible for $200 and 140,000 Marriott Rewards points.
Note that the offending hotel is also required to accommodate the guest at nearby property (usually higher quality) and settle the bill with the hotel that the guest was moved to.
So, the reader is eligible for $100 in cash + 90,000 Marriott Rewards points in addition to the free room at the alternate hotel where they were being walked to.
The reader should request extra compensation in addition to the $100 in cash, 90,000 Marriott Rewards points and possible hotel night cost if the Fairfield Inn didn’t pay that due to time and inconvenience involved.
There is no excuse for the hotel to walk a Platinum member. The fact that this was an award reservation doesn’t make any difference,