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Forums Hotel loyalty schemes Marriott Bonvoy Late checkout no longer guaranteed

  • tarlton 1 post

    At some point, the BonVoy T&C were updated to add “based on availability” for all statuses and properties. I’m certain it was previously the case that Platinum and above guests had *guaranteed* late checkout at non-resort properties. When did this change?

    I was recently denies late checkout at an Autograph Collection property and was surprised by the change in terms.

    MF176 187 posts

    Still shows this under Platinum when you click through to the website from the app…

    “Guaranteed 4 p.m. late checkout, subject to availability at resort and convention hotels.”

    TGLoyalty 578 posts

    It’s not changed recently and only subject to availability for resorts and conference hotels … understandable as two types of hotels with high guest turnover at the same time and one one which has lots of elites.

    The Marriott website is clear when the property is a resort or conference hotel.

    Blair Waldorf Salad 1,147 posts

    The problem seems to be arising from a benefits summary webpage that simply says “subject to availability” but when you check the underlying T&Cs the STA part is as others have said above in reference to convention and resort properties. Of which there are only a handful.

    I’ve had a hotel front desk point at said webpage when trying to deny me. I said “That’d not the T&Cs, only the T&Cs matter. If you don’t want to read them, let me just call Marriott.” Which I did.

    meta 1,451 posts

    I’ve had Marriott CS side with hotels about ten times in the last year.

    Many (not handful) higher end city hotels are classing themselves as convention hotels and luxury brands (LC, W) are claiming they are resorts. Clearly they have found a way to circumvent « guaranteed benefits ».

    If I’m staying at Marriott hotels, I now contact the hotel in advance to confirm. Then I cancel the booking and go elsewhere. I am no longer willing to spend my time fighting at check-in and calling customer services.

    The fact that Marriott does not publish the list of these ‘special’ hotels tells you a lot. There is also no penalty.

    And further, it’s understandable when in some hotels 70% of hotel guests have Platinum and above they simply can’t do it for everyone.

    TGLoyalty 578 posts

    Which hotels claimed they are resorts or convention hotels and didn’t show on the Marriott website?

    https://www.marriott.com/hotel-search.mi#/0/ Filter on Resort (617) globally. And only 2 in the U.K.

    https://www.marriott.com/meeting-event-hotels/meetings/conventions.mi

    However suggest this is better for convention hotels. Also only 2 in the UK

    meta 1,451 posts

    The search links you sent don’t work for me.

    Of the most recent ones JW Marriott Nara, Courtyard Nagoya, RC Fukuoka, Marriott Ambassador Paris Opera.

    In any case 617 resorts globally is not handful as @Blair Waldorf Salad suggested. I also don’t stay in the UK hotels much.

    Blair Waldorf Salad 1,147 posts

    Which hotels claimed they are resorts or convention hotels and didn’t show on the Marriott website?

    https://www.marriott.com/hotel-search.mi#/0/ Filter on Resort (617) globally. And only 2 in the U.K.

    https://www.marriott.com/meeting-event-hotels/meetings/conventions.mi

    However suggest this is better for convention hotels. Also only 2 in the UK

    Your search brings up all properties with resort in their title. Which oddly has never been the determination of which properties are exempt from the guaranteed benefit. This link seems more like it: https://hotel-events.marriott.com/marriott-resort-convention-hotels/

    TGLoyalty 578 posts

    The links don’t load? Tried again and both load fine

    You filter on resort in hotel type and then which continent. My point was if it doesn’t appear on that list or the convention hotel link it can’t possibly be a resort or convention hotel.

    Resort in title does exempt it from experience of posts on Fkyertalk aswell. But not not all the hotels have resort in their title at all.

    Both the U.K. properties are country clubs. The RC Kyoto nor Okinawa in Japan. Plus plenty more.

    But just because they are resorts doesn’t mean they won’t give you late checkout.

    @BWS your link is only for America by the looks of it.

    The second link I posted is for EMEA.


    @Meta
    unsurprisingly none of those properties appear on any of those links.

    Blair Waldorf Salad 1,147 posts

    Regardless of any canonical list being found, I will follow meta’s approach in future of checking with the hotel in advance and dropping them like a hot potato if any equivocation. Usually a poor regard for one benefit indicates a poor adherence overall to T&Cs.

    meta 1,451 posts

    Yes, they are not loading when I filtered and then thrown in error. I can see the number when filtered. I think it’s just poorly designed for smartphones.

    Regarding properties: they said they can’t allow late checkout because they are resorts. Paris property said that hotel policy supersedes Marriott T&C. Marriott CS sided with the management.

    It’s becoming more and more common for chain hotels to deny benefits because they can.

    TGLoyalty 578 posts

    Personally the CS are rubbish I would try the Flyertalk Lurkers as that late checkout excuse in Opera is nonsense.

    BTW I stay there in May 2022 (CL final bargain) and was given 4pm checkout with no issue.

    JDB 4,536 posts

    Regardless of any canonical list being found, I will follow meta’s approach in future of checking with the hotel in advance and dropping them like a hot potato if any equivocation. Usually a poor regard for one benefit indicates a poor adherence overall to T&Cs.

    There are currently just so many elite cardholders around insisting on benefits that hotels are either reluctant to provide or struggling to provide owing to the demand and ongoing staffing difficulties. While times are good, hotels can afford to be that much more brazen about upgrades, late checkouts, breakfasts etc. knowing they will not suffer and that the chains will support the hotel because ultimately they are the paying client, not the guest. This is also why us non status holders don’t have to commit to any chain but still end up in a better position than the fanciest cardholders.

    Mouse 181 posts

    This is also why us non status holders don’t have to commit to any chain but still end up in a better position than the fanciest cardholders.

    I couldn’t agree more. I’ve never understood why people restrict their range of hotel options so much by sticking to one brand just for the sake of a 2 square metre room upgrade and a free glass of plonk & stale sandwich in some ghastly executive lounge.

    meta 1,451 posts

    I am not restricted to one brand, I have top
    tier statuses in several brands and I also combine it with independent hotels. This has worked really well for me in the past (incl. pre-pandemic) And only a year ago I got upgrades from base rooms to executive suites with extra 70sqm of space (and that’s without using SNAs). I don’t care about lounge access, upgrades and late checkout is enough for me.

    However, I agree with @JDB they have been dishing status to anyone for minimal spend and Marriott is leading the pack here with double elite night promo where UK based customers only need 18 nights in the first quarter to reach Platinum if they also hold Amex card. Together with US and Asian customers this has increased the number of elites to such a high number that sometimes more than 70% of guests have Platinum or above.

    Due to really bad experiences in the last year, I am now also more inclined to increase my stays towards independent hotels, but even these are becoming less inclined to offer good service.

    TGLoyalty 578 posts

    This is also why us non status holders don’t have to commit to any chain but still end up in a better position than the fanciest cardholders.

    I couldn’t agree more. I’ve never understood why people restrict their range of hotel options so much by sticking to one brand just for the sake of a 2 square metre room upgrade and a free glass of plonk & stale sandwich in some ghastly executive lounge.

    If that’s how you do it then you’re doing it wrong its all about where you stay.

    JWM Marquis Dubai, Grovesnor House Dubai, W Edinburgh, W The Palm Dubai, W London, JW Marriott GH London, Marriott Grovesnor Square, The Langley all on 3-5 night stays with upgrades to rooms 4-5x the size as the one i booked. These were all break where a suite really counted. Then there’s just not getting the view of the bins or a more recently refurbished room.

    I’d say a few like GH Dubai and JWM Marquis have a great lounge which can actually save you money before you head out for the evening. Most if not all those above also offer very good breakfast if I so wish to partake, not always but I like the option of at the hotel or out and about and it’s cost me nothing.

    Most importantly I’d stay at all of them again regardless of my status. I got 4pm checkout at all of those mentioned too.

    meta 1,451 posts

    What works for you, will not work for 90% of others. What you are implying is that Marriott status is only worth in the UK and Dubai.

    Dubai hotels have always been very good on upgrades and early and late checkout is almost given there whether you have a status or not.

    TGLoyalty 578 posts

    What works for you, will not work for 90% of others. What you are implying is that Marriott status is only worth in the UK and Dubai.

    Dubai hotels have always been very good on upgrades and early and late checkout is almost given there whether you have a status or not.

    I’m not at all I’m not going to list every single place I spent 50-75 noghts a year for the last 7-8 years. Theres plenty of European and Asian hotels. But these are the highest value ones that spring to mind.

    St Regis Venice, Abu Dhabi Edition, London Edition, RC Geneva, Opera Paris etc etc I’m sure more would pop to mind if I really concentrated

    67% of stats are made up .. but like I said if you do it right it can work out very very well

    Generally lounges outside Middle East and Asia are useless and good for a soft drink or coffee during the day so if you only travel to America and Europe I’d choose a different strategy.

    Lady London 2,117 posts

    JDB makes a good po

    Regardless of any canonical list being found, I will follow meta’s approach in future of checking with the hotel in advance and dropping them like a hot potato if any equivocation. Usually a poor regard for one benefit indicates a poor adherence overall to T&Cs.

    There are currently just so many elite cardholders around insisting on benefits that hotels are either reluctant to provide or struggling to provide owing to the demand and ongoing staffing difficulties. While times are good, hotels can afford to be that much more brazen about upgrades, late checkouts, breakfasts etc. knowing they will not suffer and that the chains will support the hotel because ultimately they are the paying client, not the guest. This is also why us non status holders don’t have to commit to any chain but still end up in a better position than the fanciest cardholders.

    @JDB absolutely right.


    @Meta
    said it first a while back. After reservation is made contact the hotel, politely mention status or whatever, ask them to confirm that xyz status benefits will be provided. Personally I’d say if there’s any I don’t care about as well as asking for confirmation on the ones I am keen to make sure are available.


    @Meta
    summed it up. If there is *any* equivocation in the hotel’s reply, such as ‘we expect to…” “subject to…” etc, cancel the stay and move to your backup reservation after thanking them politely for their reply. Personally 24-48hrs later cancel on their system rather than a direct reply cancelling by email cos I’m a sissy, and let them work it out.

    Though in my days of a lot of work stays I never ever got messed around except for 1 time early in my career as my corporate rate and deal was always honoured.

    Hotels can’t attract our business due to membership programs then reneg on the benefits – they can’t have it both ways. But they will if we let them.

    NorthernLass 7,985 posts

    As long as checkout is 12pm, I have no issues leaving my (non-valuable) luggage at reception for a few hours. I’ve noticed a few 11 am checkouts creeping in recently, which is just uncivilised, IMO.

    Have to agree about GH – we had a late flight DXB-DOH and they happily gave us a 5 pm check out, then when we checked out and they realised we still had a couple of hours before we needed to go to the airport, showed us to some comfy seats in the lobby and brought us coffee and biscuits!

    Revs 8 posts

    I was upgraded recently at a Marriott in the UK and I am only a mere Silver. I would guess the fact I have stayed at that hotel before had something to do with it.

    TGLoyalty 578 posts

    As long as checkout is 12pm, I have no issues leaving my (non-valuable) luggage at reception for a few hours. I’ve noticed a few 11 am checkouts creeping in recently, which is just uncivilised, IMO.

    IHG hotels seem to be 11am quite often .. then the subject to availability elite checkout at 12 is no bother at all for them … strange that 😂

    I don’t mind leaving luggage either. However, depending on the hotel there is something nice about that leisurely breakfast then pool/spa afternoon followed by 4 checkout with a shower in your own room.

    Cranzle 275 posts

    67% of stats are made up .. but like I said if you do it right it can work out very very well

    Do you have a reference to this statistic? Or has it been made up?

    meta 1,451 posts

    As long as checkout is 12pm, I have no issues leaving my (non-valuable) luggage at reception for a few hours. I’ve noticed a few 11 am checkouts creeping in recently, which is just uncivilised, IMO.

    IHG hotels seem to be 11am quite often .. then the subject to availability elite checkout at 12 is no bother at all for them … strange that 😂

    I don’t mind leaving luggage either. However, depending on the hotel there is something nice about that leisurely breakfast then pool/spa afternoon followed by 4 checkout with a shower in your own room.

    If you have Ambassador status 4pm checkout is a given and there is a penalty albeit small. I also have better success rate at non-IC hotels than Marriott and staying in almost the same places.

    The thing with late checkout and Marriott is that it’s advertised as guaranteed and we shouldn’t be fighting or thinking about or playing with where to stay precisely because it is guaranteed.

    TGLoyalty 578 posts

    @meta you’re right about IC Amb expect when they deny you but yeah it costs them about £30 in points.

    I’ve never got past 2pm at any non IC IHG hotel including twice in Dubai. I only stay at Voco, Indigo, Kimpton and IC hotels though

    Like I said 9 time out of 10 I expect late checkout via Marriott, I’ll choose Marriott if I want a 4pm checkout and honestly my experience is so different to yours as I’m pretty much 100% hit rate (worse case it’s 3 or 3:30)

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