What’s your experience with Marriott’s Ultimate Reservation Guarantee? My hotel called me this afternoon to walk me.

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It’s pretty standard what they owe you, what brand was it?

https://www.marriott.com/loyalty/member-benefits/guarantee.mi

TownePlace Suites. The hotel called me this afternoon to walk me and put me at a residence inn, but they only offered 20k points.

I forgot about the the guarantee until a few hours later - so I’m basically short changed 70k points and $100.

Yeah I would call and ask for the full amount, they may push back and say you accepted there deal already though

I was walked once. Rather than fight it, I just called Marriott. They looked it up, said I was right, and initiated everything. Crisp $100 bill waiting for me the following week when I checked in and got all the points.

The hotel I was at “upgraded” me to another hotek. To be fair, it was a much nicer hotel. But was still an inconvenience and they lied to my face.

I just called their titanium line and opened a case.

Feels like Marriott takes it seriously at least even if the property was trying to pull a fast one.

If this happened, I’d call Craig my Ambassador guy

Good luck, hopefully they give you what you deserve per the program terms. I was walked at the Aloft Miami Airport last year and they refused to pay me any compensation since they said they “canceled my reservation the morning of my check in” and Marriott corporate and my ambassador did not help. I guess you could say I got bonvoyed before bonvoy even was introduced...

I wanted to give an update on this for anyone who is interested.

I called the titanium line via the button on the app later that night, and they told me that to resolve anything takes 3-5 business days. Since I was planning to stay at the property the following week anyway, I wasn’t too worried about it at the time.

But when I checked in that week, they didn’t mention anything. I followed up in person the next day when the MOD was on duty, and he gave me the run around - “when we called you to say that our hotel was oversold, we weren’t -actually- walking you. We just wanted to give you and our other elite members the first opportunity to take some points in lieu of staying here.” During their initial call to me they didn’t mention that staying there was an option - it was either the RI 10 minutes down the road or another hotel even further away.

I called the titanium line again, and they said that my original case was misrouted and it would be another week, so I didn’t have much hope that I’d get anything more at this point.

Surprisingly though, I just had the missing 70k points deposited tonight. No word yet on the $100.

Just got a $100 check in the mail from Marriott today. I’m happy that corporate came through even though the hotel didn’t.

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