A LoyaltyLobby reader dropped us an email about confusing Marriott app messages regarding the Platinum, and above member confirmed 4 PM checkout benefit.
You can access Marriott’s page for Titanium benefits here.
READ MORE: Marriott Bonvoy Rate & Bonus Points Offers
Here’s the email from the reader:
I was a SPG Platinum member and then lifetime when offered. I go way back to the old Sheraton Club International days when I was a Gold member and we had a true 4 pm late checkout guarantee at all locations including resorts. With Starwood they continued with the benefit but some minor changes at resorts.
Now onto my question and what triggered my question. A few weeks ago I stayed at an Aloft in Sunnyvale CA. When I checked in on the app I requested a late checkout, just one additional hour, and after all its part of my benefits. Right? Well the next morning when I woke up I had a message on my app from Marriott thanking me for my stay and the message further went on to say we know your interested in a little longer stay, please check with the front desk to see if we can accommodate your request.
So my question to you is, does this sound like a guaranteed late checkout? And if no, what is Marriott’s current policy on late checkout and when did they remove Titanium members guaranteed late check out benefit?
Marriott is so frustrating, where Starwood made hotel stays easy. It’s ironic how the travel industry has changed. Back in the day the hotel stay with Starwood was always the highlight, but the flight was a chore , now its the other way around when I deal with Marriott. Loss of points, still technology challenges and inconsistent service at their call centers. It’s been long enough for Marriott to get their act together.
Here’s how Marriott defines the late checkout benefit in the T&Cs:
4 p.m. Late Checkout. Platinum Elite Members and above may check out as late as 4 p.m. local time of the Participating Property. Members can request late checkout when making a reservation through central reservations, at check-in, via the mobile app (where available) or at any time during their stay. This benefit is guaranteed at all Participating Properties, except at resort and convention hotels and Design HotelsTM, where it is based upon availability. Marriott Vacation Club, Marriott Grand Residence Club, and Vistana properties are excluded from this benefit.
Late checkout benefit is not available at timeshares (Marriott Vacation Club, Marriott Grand Residence Club, and Vistana)
It is based on availability at resorts, convention hotels, and Design Hotels.
Regardless of what the front desk may say, it is confirmed at all other Marriott-affiliated hotels that are Bonvoy participating.
Starwood had the same exclusions for 4 PM late checkout as Marriott does now (resorts, conversion hotels & Design Hotels). Marriott never guaranteed late checkout to its elite members.
The reader is correct. Dealing with Marriott is a time-consuming and frustrating experience. For example, it took me five weeks and several emails to get one stay correctly credited to my Marriott Bonvoy account.
Even the guaranteed benefits are vaguely worded, appearing to be based on availability when they are not. Also, the Marriott Bonvoy terms and conditions are 40 pages and 29,183 words long. It is no wonder when properties, Marriott Bonvoy customer service associates, and program members are confused. Who has time to read through this?
The issue is the ancient technology that Marriott uses (remember, it wasn’t that long ago when Marriott asked you to FAX them folios of missing stays) that is glued together or entirely separate.
Properties are struggling with this too. Previously, Starwood hotels could quickly fix the stay posting issue for you, but now they must go through property support.