Many airlines, hotels, and rental car companies all ‘overbook’ meaning they sell more seats, rooms, and cars than they have. That usually works out just fine. They know some people will cancel or no show, and they want to use up all of their inventory.
Sometimes it doesn’t work out, and too many people show up. They have to turn away some people who have reservations.
Usually you can get moved somewhere, though it’s a hassle to waste time going to a hotel you can’t stay at and then going somewhere else. This is especially onerous late at night when you only have a few hours to sleep.
Crazy: One Marriott Called Security To Help Deny Reservations To Platinum Members
A reader shares his experience checking in at the Chicago Marriott Schaumburg. He presented his ID and credit card. The associated thanked him for being a Bonvoy Platinum member. And then “summoned security over” and told him he was being walked.
- The hotel didn’t arrange alternative accommodations
- He wasn’t the only Platinum member they were doing this to, either.
There was another platinum who went through the same experience also trying to check in
Hotel Refuses To Honor Marriott’s Ultimate Reservation Guarantee
Marriott’s “Ultimate Reservation Guarantee” requires that
If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience.
All Elite members receive: $200 USD + 90,000 points
Ultimately the reader found a room for themselves directly 22 miles away at Chicago Marriott Naperville. They’re paying out of pocket, since not only couldn’t he get the hotel he’d booked to pick up the cost, “the associate lost it when I showed him the policy.”
Starting yelling, said he had never seen the ultimate reservation guarantee, said it wasn’t real and that he didn’t have to rebook.
I had him speak with a Marriott agent…employee yelled at them that he didn’t have to do anything other than tell a guest to leave when it’s a walk
What Happens When You Get Walked
Generally when you’re ‘walked’ by a hotel (declined a room despite a reservation) you’ll be entitled to be put up at another comparable hotel. The hotel you’ve booked won’t charge for the room you did not get, and should cover the cost of the room night they arrange for you somewhere else, plus cover the cost of transportation to that other hotel.
That’s true at most chain hotels. Independent hotels may not handle it the same way, unless they’re luxury properties. And at best Airbnb might give you a $100 credit towards another property for the night.
Once your hotel has rooms available, they’ll expect you to return. If you have a 3 night stay and they’re only overbooked the first night, you get one free night somewhere else not three.
Elite members of a hotel loyalty program who get walked can usually expect points for an additional free night.
Sometimes there simply won’t be any rooms available nearby, or the hotel won’t bother to book you somewhere else (for franchise properties they might just be avoiding the expense) you’re on your own, and will need to complain to the hotel chain after the fact seeking reimbursement.
How To Avoid Being Walked
Whenever I review contracts for events, I always insist on a ‘no walk’ clause in the agreement. We’ll be paying the hotel enough money that – as long as you know to ask – they’ll generally agree to refuse reservations to other guests, and not event guests.
The next best thing to a contract that forbids the hotel to walk you is having elite status with the chain, although that didn’t help here. The hotel simply wasn’t following procedure. Other guests (like those who booked through online travel agencies) should have been walked first. They should have provided and paid for alternate lodging, and they should have compensated the guest.
You can reduce the likelihood of being walked by checking in online or via the chain’s app. A checked in guest may be less likely to be walked, especially if you get a room assigned and can use mobile key!
Checking in earlier in the day helps avoid being walked. The hotel might plan in advance for being overbooked, and walk non-status guests earlier in the day. But often they don’t know yet just how overbooked they’ll be, and those who check in later when the hotel has given away its rooms face the greatest risk. Earlier in the day the hotel may still have rooms and discretion about whom to walk, so if the front desk clerk is denying you a room, escalate.
Sounds like my experience during the Deltapocolypse in Atlanta. They only refunded the room they didn’t have..
Marriott is a shell of their former self!! They should look into changing their name to Hertz.
Does Marriott just ignore the basic terms of being a hotel operator now?
At least Marriott has a policy and defined compensation. I’m sure corporate will enforce it. But other chains don’t have similarly compensation.
I am amazed every day that travellers still rent Hertz cars and book Marriott hotels. Wake up and smell the coffee, guys! Giver your Bonvoy points to someone you don’t like.
Wouldn’t checking in on line through the app as soon as you are able solve 99% of the problem? I hardly ever wait in the line at the front desk to check in for most domestic hotel chains. At around 3 pm, open your app and voila. A lot of the hotels even have ability to use your phone for the room key. If you desperately need a piece of plastic, wait until the next morning.
I recently shifted my focus to Marriott Bonvoy from long time IHG with a little bit of Hyatt on the side. The experience has not been great. I certainly don’t feel like any kind of upper tier member like I am. With IHG I used to get upgraded almost all the time. anyway, where should I focus my loyalty these days if I drop Marriott. thank you all in advance
I know Marriott gets a lot of grief (like most hotel chains) but this is a pretty bad violation. I’m not a “Karen” that says let me talk to your manager but in this case I would. Also, I would be on the line to the Titanium desk (lifetime Titanium here) from the lobby and also follow up with the General Manager of the hotel. Sounds like an ignorant, overworked employee. I can understand dancing around breakfast, upgrades and other supposed perks (some for valid reasons BTW) but this guarantee of a room for elite members if a pretty basic obligation. At the end of the day I suspect Marriott will both reimburse him for the other stay and pay the $200 plus points he deserves. Also, hopefully the front desk employee is fired.
Checking in online ahead of time means no upgrades beyond paid for room that often work out in person otherwise. I guess with the future direction of using automated kiosks to handle hotel check-in, that avenue of upgrade requests will go away as well!
This incident if true reflects a short minded, cash grab oriented approach to managing room revenue
Arbor Lodging is listed as the owner of the Schaumburg property at least as of a 2020 Crain’s article.
Vansi Bonthala and Sheenal Patel are listed as the CEOs of the two orgs within Arbor.
Franchise disclosure document clearly states
“You are required to participate in any other guest loyalty program or special marketing program we create
for Company Brand Hotels (or any subset thereof applicable to your hotel system) and honor all program
rules and policies. “
Ha ha ! Bonvoyed again in effing Shitcago !
While airlines are essentially immune from state law, I’ve always wondered how hotels can have non-refundable rooms where they don’t give you any money back if you cancel, and they get to keep the revenue from renting the room to someone else. If they have non-refundable rates and are overbooking that really is a double-dip.
If Marriott notifies the owner of breaching terms, it has 30 days to cure or be in default of its agreement.
***
19.2 Default with Opportunity to Cure. Franchisee will be in default and Franchisor may
terminate this Agreement for the events listed below, if after 30 days’ notice of default (or such greater
number of days given by Franchisor in its sole discretion or as required by Applicable Law), Franchisee
fails to cure the default as specified in the notice:
A. Franchisee fails to timely start and complete construction or conversion of the
Hotel or fails to timely open the Hotel in accordance with this Agreement and the Standards; or
B. Franchisee fails to timely complete any renovation or repair of the Hotel in
accordance with this Agreement and the Standards; or
C. Franchisee and its Affiliates fail to pay any amounts due under the Marriott
Agreements; or
D. any Marriott Agreement is in breach beyond any applicable cure period, is in
default, or is terminated based on a breach by or default of Franchisee or its Affiliates (or any Owner
referenced in Item 17 of Exhibit A); or
E. Franchisee or any Interestholder in Franchisee, or any officer, director or
employee of Franchisee, is convicted of a Serious Crime or is engaged in conduct that may adversely
affect the Hotel, the System, any Franchisor Product or Franchisor, and such Person is not terminated
from its relationship with Franchisee; or
F. Franchisee fails to comply with the Standards or there occurs any other breach of
the Marriott Agreements, including any representations and warranties by Franchisee.
This is the definition of video recording this and posting online! Working at a hotel we would never walk elite unless they’re the last one to check in at 4am! We even bumped paying guest to keep the elites reservations in the system.
I was only “walked” once in my life and it was a huge disappointment. I was checking in late and I think the person behind the counter was on such intense drugs that after a wait he was able to get me referred to a hotel that was within walking distance. He gave me the wrong directions. It was awful. The new hotel was ultra basic and makes me feel sad.
None of this matters and there will be no repercussions because the hotel owners are Marriott’s customers. The guests are just the product.
This is 2024, not 1994. In the latter, elites were treated with respect at both airlines and hotels. Today they are always full-up; so, respect is just a 7 letter word. In 1994, they needed your business,
Get used to it. Elite cachet isn’t what it was. You are not important to them anymore. So, stop your whining (your company probably paid for your hotel and tickets anyway).
If your agreement with Marriott includes the provision for being accommodated elsewhere at Marriott’s expense, get the name of the offending employee, video record the incident if possible, save your bills from the other hotel, cost of transport, etc., and sue Marriott in small claims court. Marriott is likely to settle rather than go to court to defend its interests.
I worked for Westin when it was Starwood. I was the FO Manager. We NEVER walked an Elite level guest EVER.
Seems like Marriott now lets’s this go on an individual hotel basis – much like honoring other Convoy benefits.
Starwood would post something on the hotel website if the hotel wasn’t participating in the Starwood Program so members would know in advance.- why can’t Marriott do it for its properties that don’t follow the Convoy program.
This also has a lot to do with training. The hotels I worked for were all managed by Westin/Starwood. But when it’s a franchise a lot of these brand trainings do not get followed.
Sad really.
Seems like breach of contract and ripe for a lawsuit.
Overbooking is bad business. If the guest guarantees payment even if they don show up, then the hotel should hold a room for them. All a hotel chain needs to do is authorize the credit card used to guarantee the reservation on the day of arrival to make sure the will get paid for the room they hold. If the CC is declined, the hotel isn’t obligated to hold a room. Some tricky guest leave an expired or invalid CC number on their Loyalty Account to avoid paying for being a No Show
Marriott has not been the same since the merger with SMG. Same thing happened when United bought Continental. BIGGER is NOT BETTER.
I’ve had this happen, well, sort of. Our hotel in Zermatt was flooded (melting snow) and we were instantly (INSTANTLY) rebooked at a slightly nicer hotel, up the hill, with a great view of the Matterhorn.
My sister was at a close-by Disneyland hotel and was awakened at 0400 hours by three, semi-drunk men who had ALSO been rented the room. Huh? She was terrified but the drunks didn’t want to have any trouble, they were equally confused. They did, however, refund her money. Sort of screwed up the Disneyland trek.
If I was confirmed, with a no-refund hotel room and they denied me . . . well . . . driving your car into the lobby and politely re-requesting a room works wonders.
Breach of contract for not honoring the reservation. Separate breach for failing to honor the Marriott requirements. Intentional infliction of emotional distress for calling security.
I was checking into the TRUMP Hotel in Las Vegas and they had oversold. No room available.
I told the clerk that I was going to cancel my Trump Campaign contribution. They called the police and demanded I be arrested.
So much for Trump properties.
On the plus side, they didn’t get dragged off bloodied and barely conscious. That’s what an airline would do.
In all seriousness, Marriott is getting ridiculous. Worthless points, lack of upgrades why even bother?
Gary – interesting article, but why wouldn’t you as a “reporter” or “blogger” or “influencer” actually follow up with Marriott Corporate and give the readers their response?
I’ve spent 80+ nights at Marriott each of the last several years. This year ZERO because of things like this and more. Glad to see Marriott in my rear view mirror because I’m not about to do anymore business with them beyond cashing out my points.
Why do people still chase this Bonvoy beware status? It’s not like it makes sense anymore if you get bumped, don’t get upgrades, nasty customer service, no amenities, all so you can say “I’m Platinum”
Pick a boutique cool hotel. Enjoy the stay and move on.
Why are folks continuing to stay at Marriott???…As led by their CEO they have developed a culture of disrespect for Elite level guest.
Why stress there are way too many better choices that will value and welcome your business….
I’m a lifetime elite member with Marriott and I stay elsewhere!
I was walked a few years ago in New Mexico at a Marriott property as a Platinum. They said all the other Marriotts were booked, so I was on my own. While I was booking another room at a different chain, the front desk agent allowed me to take free snacks & beverages from their pantry. I booked the room and took an Uber there. The next day, I filed an Ultimate Reservation Guarantee claim. The general manager contacted me via email. I was given a refund for the room, reimbursement for my other hotel room & transportation, and I was given $200 + 90,000 points. Sucked to be walked, but the easy claims process and compensation made it better.
Why people continue to stay with this godawful hotel chain is beyond my comprehension.
He wasn’t walked, he was cancelled
Why should the hotel care about Bonvoying loyal guests when corporate has made it painfully clear that they view engaged loyalty members as the enemy? It’s not exactly a secret that Marriott will do exactly nothing to a hotel that flagrantly violates their written contract.
Sounds like a class action suit. Has Marriott Corporate responded to any of this?
Ok, so I’ve had this happen quite a few times. It’s really easy to fix and when you understand how hotel chains work it makes sense. You do not talk to the front desk employee as they aren’t Marriott corporate you talk to the corporate office via the phone number on their website. THEY will then book into a new room at a different location. You will then receive your 90k points and 200 dollars. It has to happen this way because like McDonald’s and other chains the hotel are more of a franchise utilizing the Marriott name. Matters like this must be handled by corporate offices
Something bad happens at A Marriott property, and the morons say it is all Marriotts fault. Guess what, every company has bad employees. The hotel industry becomes even more challenging because there are multiple owners and groups involved. It could be owned by somebody, and they pay for the Marriott name ( franchised), they could be managed by Marriott (management contract) or owned by Marriott and managed by them or it could be leased ( owned by somebody, but full control is given to the leasee)
Instead of yelling at a front desk clerk, the answer is to speak with a manager. If the manager can not resolve the situation, a call to the Convoy line is pretty easy. THEY can immediately help you. They have that authority. They know your level and what that status entails. The idea that anybody would think a front desk clerk has any authority or training to handle exactly what you want is ridiculous
Those suggesting a lawsuit, aren’t very smart lawyers. You have a DUTY to minimize damages. If you couldn’t be bothered to know that calling Bonvoy and not the individual hotel will mitigate damages, the courts will ask why not.
I spent about 20 years of my working life being in hotels between 125-200 nights a year. Shit happens. If the individual hotel can not fix the issue immediately, walk away and learn to get relief AFTER you get a place to sleep. Being an asshole and telling a front desk clerk they have to follow something that does not effect his paycheck is just stupid. This goes for gate agents and FAs as well. If you actually have elite status, the outcome will generally come out better for you, if you talk to the people who are employed to take care of elite members.
By the way, another asshole move is to go flaunting you are an elite member so somehow you are better than the guy who is on his first trip for his company and has a presentation in the morning. I have seen in many times where an elite member does the proverbial ” do you know who I am/ how much I spend” You’ve immediately told them, you’re a pain in the ass. YOU likely didn’t pay ( your company did) and you will be treated like crap.
The problem I have with this blog in general, is whatever letter a person sends is treated as gospel, with zero effort to reach out to the hotel or you he company
Left Marriott in 2022 after 20 years of loyalty and have never looked back.
This is fraud and the hotel staff involved should be prosecuted.
I don’t know anyone that doesn’t talk about how much better it was with SPG. I’m lifetime gold the way to lifetime platinum so they’ve got me by the neighborhood cajones. They play all kinds of games. I have never been able to get an upgrade when I point out to the clerks, several different types of better rooms are available online. Their answer is oh they’re not clean and we don’t know when they might be clean. Kind of stuff like that that I have 10 upgrades certificates that are never ever usable when I was with Spg had me upgraded into a suite without even asking. My only good experience has been with the Ritz Carlton side were they did give me a lovely upgrade. Marriott is dirty..
Within the last 18 months I have been walked by a Hyatt hotel as a Globalist and walked by a Nordic Choice/Strawberry hotel as a Platinum. The Hyatt walk was handled very poorly. Got walked by a Taj hotel where I had minimal status over to another comparable but independent hotel — ended up upgraded into a nice suite and was provided a cake and some other goodies on top of it.
Loyalty status means jack to Marriott. They thank you for your loyalty, but the loyalty only goes one direction. You’re a sucker if you think they value anything other than your money. Wake up people… They abuse their loyalty members & still post record profits. They’re too big to care!
@Deng Frosch – Prosecuted for what? Lousy customer service isn’t a crime.
That is not how you are treated at a good Marriott!
I will know not to use that one in Chicago
My husband is an employee of Marriott and no one is treated that way at his location!!
There are few things worse than a Marriott platinum member. They are the reason that many high end hotels are leaving the Autograph Collection.
The level of entitlement is considerably. The hotel manager almost certainly knew there was going to be a showdown and how the platinum member was going to react.
@jsn55… don’t forget to add and still fly Frontier to that list
Last name Patel tells me everything I need to know
A lot of name brand hotels are franchised. If they fail to follow a policy, you need to notify the corporate office. They will try to get compensation for you from that hotel. If not, they will usually compensate you, especially if you are a top tier member.