Ultimate Reservation Guarantee

[hangloose]

While not a Marriott timeshare question, I figured I would ask the experts here.

I booked a Townplace Suites using Marriott Reward points on an upcoming weekend. I received an email today from the hotels guest service manager indicating that they cannot honor my reservation because of construction at the hotel.

As a Marriott Platinum Premier member, does this allow me to ask for Marriott's Ultimate Reservation guarantee with guest compensation as indicated? https://www.marriott.com/loyalty/member-benefits/guarantee.mi

If so, does that request go into the hotels guest service manager...or do I call the Marriott Plat Premier line..or other?

 

[controller1]

While not a Marriott timeshare question, I figured I would ask the experts here.

I booked a Townplace Suites using Marriott Reward points on an upcoming weekend. I received an email today from the hotels guest service manager indicating that they cannot honor my reservation because of construction at the hotel.

As a Marriott Platinum Premier member, does this allow me to ask for Marriott's Ultimate Reservation guarantee with guest compensation as indicated? https://www.marriott.com/loyalty/member-benefits/guarantee.mi

If so, does that request go into the hotels guest service manager...or do I call the Marriott Plat Premier line..or other?

The Ultimate Reservation Guarantee can only be utilized when either walked or provided the wrong accommodations after you check in. Since the property is notifying you prior to your arrival, the Ultimate Reservation Guarantee does not apply. Sorry. There is quite a bit of discussion on this top on FlyerTalk.

 

[StevenTing]

This definitely qualifies. You should be asking for the $100 and the 90,000 MRP. I would call the service manager first and the the PPE line. The service manager can bump someone with lower status.

 

[controller1]

This definitely qualifies. You should be asking for the $100 and the 90,000 MRP. I would call the service manager first and the the PPE line. The service manager can bump someone with lower status.

Per Marriott's Customer Service, the Ultimate Reservation Guarantee only pertains to being walked. Prior notification of an inability to honor the reservation does not qualify. Of course, as they say in the automotive world YMMV.

https://www.flyertalk.com/forum/mar...8285-ultimate-reservation-guarantee-sham.html

 

[hangloose]

The Ultimate Reservation Guarantee can only be utilized when either walked or provided the wrong accommodations after you check in. Since the property is notifying you prior to your arrival, the Ultimate Reservation Guarantee does not apply. Sorry. There is quite a bit of discussion on this top on FlyerTalk.

Thanks. I certainly appreciated the hotel agent reaching out a week in advance rather than the day of. Still seems they are not 'honoring' the reservations. But, appears this has a different meaning from Marriott (walking, etc) in the fine text.

My challenge is I cannot get a hotel for the same MR Pts value for that weekend in the same area this late in the game and would ideally prefer not to pay cash. This hotel was booked under older MR Pts rates, so difference in MR Pts is significant. I may check FlyerTalk for some others experiences and whether I have the ability to make any ask into the hotel or not.

 

[jtp1947]

The URG does not apply here but you should be offered X amount of points for the inconvenience. Good customer service should be in play here.
What was the timeframe between when you made the reservation and the email notification?

 

[jme]

There are times when reservations cannot PHYSICALLY be honored because of the property structure itself.
Storm damage is one (as in Caribbean properties after a hurricane). Construction is another.

These are certainly reasonable and understandable.
I would not expect compensation for such instances from a property, and I applaud them for contacting the OP in advance.
If the OP would look up Marriott's Ultimate Reservation Guarantee, I would expect to see qualifiers and caveats associated
with that policy. I have never researched it, but I'd bet it's there.

If I'm wrong about this specific scenario, I'll stand corrected, but in the meantime, enough of the entitlement stuff.

 

[Superchief]

Do you know whether the hotel is closed completely, or if only some of the rooms are unavailable due to 'construction'. I would think that the Ultimate Guarantee would apply if the hotel is honoring reservations for at least some of the guests. Platinum should provide priority. They may just be remodeling some rooms and using this as an excuse to not honor your points reservation.

 

[hangloose]

Our MR Pts reservation was made about 4-5 months ago. Appears this is a newly remodeled hotel which closed and was supposed to re-open in November, took reservations under that assumption, but is delayed by a week or two on reopening. Certainly understandable and I do appreciate them reaching out professionally to let me know. Just leaves me in a lurch a week out.

If URG does not apply, perhaps my ask is whether they would be able to work to accommodate me at a 'sister' hotel locally...for the same MR Pts? No extra Pts and no cash outlay. Seems like a reasonable ask to me.

 

[Dean]

Our MR Pts reservation was made about 4-5 months ago. Appears this is a newly remodeled hotel which closed and was supposed to re-open in November, took reservations under that assumption, but is delayed by a week or two on reopening. Certainly understandable and I do appreciate them reaching out professionally to let me know. Just leaves me in a lurch a week out.

If URG does not apply, perhaps my ask is whether they would be able to work to accommodate me at a 'sister' hotel locally...for the same MR Pts? No extra Pts and no cash outlay. Seems like a reasonable ask to me.

I had a similar thing happen in Oklahoma City a number of years ago. A Hampton Inn that was damaged during the big tornado run in the late early 2000 range and apparently was supposed to reopen around the time we arrived for a 1 night stay but a a couple of weeks later. We didn't know any of this and made a reservation online. When we arrived, the hotel was closed, not yet reopened. The final word suggested that they were not supposed to be taking reservations and there was a glitch that allowed me to make one. It did not appear they had had to push the reopening date back. We ended up at a different Hampton Inn closer to the college my daughter was doing a visitation at and that Hampton Inn comped our 1 nights stay. It worked out but quite a shock initially.

 

[pedro47]

Suggestion only, called Marriott customer service and ask what can they offer you?