A LoyaltyLobby reader sent us a question yesterday about a Marriott-affiliated hotel that claims not to be open but is accepting wedding guests.
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READ MORE: Marriott Bonvoy Rate & Bonus Points Offers
Here’s the reader’s case:
I have a pretty interesting marriott bonvoy story about them currently arguing with me about walking me due them being unable to honor a future reservation.
Its the Pearle Hotel and Spa, Autograph collection. I have had my reservation since may and the hotel was scheduled to open in June. The hotel opening was delayed and is open now but they are apparently only letting people stay there who are also attending a wedding at the property.
Long story short, Marriott has verbally told me they won’t honor the reservation and as a one “one time, good will gesture” they will give me 17,500 points. Which is laughable when there reservation guarantee says they will pay for me to stay elsewhere and compensate me $200 or 90,000 points
Current status is that this issue has been passed along to a certain group to handle and they will get back to me. I understand it’s might not be a “walk” until day of, but if you know that is inevitable, why not get it resolved now and demonstrate good customer service (I’m a platinum elite member).
They never informed me, I called to use my suite night credit and informed them something seemed weird with the hotel, that’s why I’m hoping they will do the right thing ahead of time, I’d even be willing to take a bit less compensation.
Ya they are 100% open but apparently ignoring reservations in favor of their own wedding guests. To me this is an obvious walk scenario…so just not sure why they are wanting to fight with me…anyway, wish me luck.
I was chatting with the reader online, so the replies may appear weird.
The hotel’s Instagram page states that they are accepting reservations for local getaways and weddings.
They take reservations on Marriott’s website for stays on or after October 12.
Marriott has several Elite Guarantees that include a walk compensation.
A “walk” in the hotel jargon means that the property cannot accommodate the guest, and they need to be walked (to another hotel). Most properties have agreements in place for situations such as this.
How individual hotels handle these vary a lot, and there are usually strict requirements in place by the chain who to walk, when, and how to deal clean up the mess and keep the guest happy. The offending property is usually required to pay the night elsewhere (no charge to the guest) + additional compensation (usually points).
Marriott has a stronger policy in place that grants cash compensation as well.
The guarantee, however, is only in place if the guest shows up at the door. It doesn’t apply if the property cancels the reservation and lets the guest know about the situation in advance.
The hotel cannot be closed if they accept wedding guests. I would imagine that they have sold all the inventory available directly and avoid all the bookings made through Marriott.
I always remember my first or one of the first Autograph Collection stays ever in Edinburgh.
When I exercised the elite welcome gift guarantee (hand me the $100, thanks!), the front desk agent claimed that they are not really associated with Marriott at all. So I asked the lady to check out the flag they were displaying at the entrance, and soon I had the appropriate number of pounds on hand.
Marriott’s walk policy is firm for displacements that take place. However, it is not very well thought through if the property wants to play games, cancels the reservation, or is unresponsive.
The reader and others in a similar situation should leave appropriate feedback on Google Maps and TripAdvisor. It doesn’t look good for a hotel to have a 2.7 rating.