Reader Email: Customer Service Claims That Marriott Has Ended 4 PM Elite Member Late Check Out Benefit
A LoyaltyLobby reader sent us an email about Marriott Bonvoy Platinum and higher tier late checkout benefit that a customer service agent claimed to have been canceled.
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Email from the reader:
I just confirmed with the Titanium Desk that Marriott has updated their Terms and conditions such that the 4pm Late Checkout is now based on availability at all hotels (not just convention and vacation club properties).
To this end, it is no longer a “guarantee”. I strongly encourage you to respond consistently with this new direction.
Personally, I am disappointed in Marriott for this change since most hotels are quick to decline late checkouts for Elite members if Marriott gives them a way out.
Marriott has pages up for various elite levels.
Gold member late checkout benefit IS based on availability.
But Platinum and higher member one is NOT at all other than resort and convention properties.
Then there are the frequently asked questions, and Marriott refers very cryptically to a specific part of the T&Cs.
v. 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 Hotels, where it is based upon availability. Marriott Vacation Club, Marriott Grand Residence Club, Vistana properties, and Ritz-Carlton Reserve are excluded from this benefit.
It is unfortunate that Marriott is unable to properly train its customer service agents, which continuously feed members with incorrect information.
There is a problem with the Marriott Bonvoy program Terms and Conditions, too, which are 80 pages and 31,497 words long. There is no way that anyone could completely comprehend them. You would think the information could be compressed to less than 10 pages.
It should not be that difficult to get the agents to get the most basic questions right; however, and the Platinum and higher late checkout benefit must be one of the most common.
There is zero ambiguity regarding this benefit. 4 PM late check out is GUARANTEED at all other than resorts and convention properties.