Our Compensation Clinic this week comes from a reader who stayed at the Residence Inn By Marriott Orlando Convention Center this week and didn’t receive his bed type as booked.
Marriott has several guarantees in place that entitles Bonvoy Elite members (Gold, Platinum, Titanium) to collect cash compensation if the room is not available with the bed type as booked:
You can access the Marriott Rewards page for Elite Benefits Guarantee here.
Important detail: The reservation must have been done the day before scheduled arrival for the room guarantee to apply and the bed type preference must be on the member’s profile.
Room type guarantee for Gold members is only applicable for stays in the United States or Canada. Platinum and Titanium members are eligible for this for stays worldwide.
Platinum/Titanium members are eligible for both room and bed type guarantee.
- JW Marriott, Autograph Collection, Renaissance, Marriott, Gaylord and Delta hotels the compensation is $100
- Courtyard, SpringHill Suites, Residence Inn and Protea hotels the compensation is $50
- Fairfield Inn, TownePlace and Moxy hotels the compensation is $25
The regulation became relevant when a reader contacted us via Facebook on Friday reporting problems at the Residence Inn By Marriott Orlando Convention Center.
Kevin reported that he had a late evening arrival at the property and the front desk employee mentioned they ran out of King Bed rooms and he could only assign a Twin Bed for this one night stay.
I suggested he takes it as offered and to invoke the Bed Type Guarantee as Bonvoy Platinum member. He discussed the compensation the following day at the front desk. The employee first offered 10,000 points but he asked them for either 20,000 points or the US$50 cash credit. The front desk agreed to that amount of points to be credited (good move to ask for more).
Hotels usually assign hotel rooms in advance but sometimes they don’t or they expect late arrivals to possibly not show up anymore. If the bed type is important then I’d make a specific note on the reservation and also make sure that the late arrival and a valid credit card to secure the room is included. Usually I never have a valid credit card on file but it’s important for late arrivals. Hotels can give your room away if you don’t have a valid payment method on file unless you have already prepaid.