A guest who booked Marriott’s Fairfield by Marriott Inn & Suites East Hartford in Connecticut showed up only to find that the hotel was closed.
- They had made the reservation months earlier, and Marriott never told them.
- Marriott even let them check into the closed hotel.
- There were other guests in the parking lot who showed up to the closed hotel.
- They got moved to another Fairfield Inn. Marriott told them to file a claim for compensation, but they will not get it.
Walked from a Fairfield Inn-East Hartford CT
by
u/bosrocket in
marriott
The guest actually checked into the hotel, using Marriott’s mobile app. But Marriott’s mobile check-in does not actually check you in, it is more like pre-arrival processing where you’ve told the hotel you’re coming, given an arrival time, and maybe helped them prioritize housekeeping.
The hotel may still insist on ID, credit card, corporate rate eligibility check, fraud checks or whatever local registration formalities they have before you’re actually checked in. That’s different than getting an actual digital key, and still many properties do not even offer this.
Since the hotel wasn’t open, Marriott’s reservation guarantee doesn’t apply either. But that’s when you need it most!
A Participating Property must be open and operational for the Ultimate Reservation Guarantee benefit/compensation to apply.
Here’s a Marriott guest who showed up with a reservation for an unfinished hotel back in October.
That same month, a guest made a prepaid reservation through Marriott and then showed up at the hotel and it was closed. The hotel had the money and Marriott just shrugged. Marriott kept letting guests show up there for weeks without telling them the property had closed.
It seems like this was not an isolated experience. Just because you make a booking doesn’t mean you have a room. Unfortunately you may need to do more due diligence than making a reservation on a hotel website and showing up.
Here’s a Marriott guest who showed up with a reservation for an unfinished hotel back in October.
That same month, a guest made a prepaid reservation through Marriott and then showed up at the hotel and it was closed. The hotel had the money and Marriott just shrugged. Marriott kept letting guests show up there for weeks without telling them the property had closed.
Marriott was allowing the hotel to accept reservations, continued to do so after they were informed, ….. talk to you lawyer and get a class action going asking for punitive damages.
Selling something without intent to provide advertised services > isn’t that fraud?
In my general experience, Marriott hotels that have RFID key cards generally check me in and let me use my phone to get into the room without going to the front desk.
Bonvoy’d… to the max!
This seems like an open-and-shut chargeback, at a minimum…
…but after the antics in Toronto, I wonder when gross negligence kicks in.
Two words: Class Action
Needs to be brought to the attorney General in whatever state this happens- Unacceptable –
@starskygal — 100%. First document, request refund, directly. If they hesitate or give you a timeline longer than 48 hours, immediately file your credit card chargeback (Services Not Received) and two AG complaints (CT, property location, and MD, Marriott headquarters)…if you want accountability.
This is where Marriott is feed up. During the crowdstrike meltdown there were dozens of us who booked a room at a full hotel through Marriott. When I called they wanted me to spend $75 on an Uber to go across town to another overbooked hotel that someone else had just spoken to. DO NOT correspond with these idiots.
Just say no to Marriott.
Isn’t this like the old “Seinfeld” episode about a rental car “reservation” that isn’t really a reservation? Except this situation isn’t funny at all, and I’d be very angry at Marriott.
LT Plat here. I gave up on Marriott after repeated Bonvoy’d experiences like this. I have ZERO nites so far this year for many reasons.
I cannot see any redeeming value these days for staying at a Marriott property.
“talk to you lawyer and get a class action going asking for punitive damages” sounds like something a scumbag lawyer would say. The settlement is millions, the scumbag lawyers get millions, the class gets a coupon for a free soda.
LT Platinum as well. I AVOID Marriott as much as possible. Since the Starwood merger, service has gone down hill, misc fees appear and tech isn’t reliable, some properties I get free breakfast and others I don’t. Even the staff can’t keep track of the changes. Marriott is always my last option now.
@This comes to mind — Umm, class action suits have merit. Individuals weren’t going to hold Big Tobacco accountable. Yes, those lawyers did get paid well, too, but that’s incidental, in the grand scheme of things.
Well, Courtyard by Marriott near Maui airport: “we don’t do that (online stuff) this is Hawaii!” They are historically correct, Hawaii the 50th hasn’t been a state for long.
Also this hotel is surprisingly expensive as the private pilots stay there.
Hint: there’s a new Hampton Inn not far away.
I stopped making online reservations in 2012. I don’t call 800 numbers..only the local number. If I get get a human that has difficulty speaking English I politely hang up. Also I get a receipt at checkout keep a record of my stay. Expect no pity from me.