When dealing with Marriott Bonvoy hotels, I’ve learned to set my expectations pretty low. It’s the one way I’ve learned to avoid being disappointed with our stays.
The biggest complaint with Marriott is that their properties tend not to deliver the benefits promised by the Bonvoy program. That’s because the program offers benefits like room upgrades, early check-in and late check-out based on availability.
I’m used to getting requests for late check-out denied but I’ll still ask. Even if we can’t stay until 4 PM, an extra hour can be helpful when we’re getting ready to leave.
However, a Courtyard by Marriott hotel came up with the best reason to deny our late check-out request.
Since I’m a Marriott Bonvoy Silver Member, thanks to my Marriott Bonvoy AMEX card, I get “Priority Late Check-Cut.” Per the website, here’s what that means.
Based on availability. Please call the front desk the morning of checkout and let them know your planned departure time
That’s about as vague as you can get.
The Courtyard by Marriott had a check-out time of 11 AM. At 10:30 we called the front desk to see if we could get an extension until noon.
The front desk agent said we needed to leave by 11 AM because the hotel was “Super Booked.”
A simple comment that the hotel was fully booked would have been sufficient as I was planning to get denied when I asked, but to accentuate the issue by making up a term made me smile. I imagine the hotel must get many requests for a late checkout so the desk uses a term that makes it clear there’s no chance of getting the benefit.
Nothing lost. We checked out of the hotel at 11 AM and loaded our luggage into the car. Then we walked to a nearby Starbucks, brought our coffee back to the hotel and drank it in the empty lobby lounge area.
What’s the most original way that a hotel has denied your request?
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17 comments
Solution — just show up to check out at noon and tell them you were “super busy” (and couldn’t get ready in time) or “super tired” (and overslept) or “super whatever”. What are they going to do, seriously?
Gene has the correct answer. The stress over check out times is not something I undersand.
If you stay pass your check out time they can charge you for another day
Just don’t leave at 11…. What’s going to happen? A knock on your door? A ring on your phone?
Could thry maybe charge extra for not checking out on time?
Will someone like when they arrive at hotel and room is not ready at 15:00, because person who was supposed to check out on time did not empty room?
This hotel chain is really a disaster- best to stay somewhere else to be super satisfied
….a charge on the credit card you have on file.
Yeah you always can get an extra hour. If needed. They have plenty of other rooms to clean. And nothing to just be nice to the housekeeping staff on your floor. I stayed till 230pm once when 1pm was given. They called my room once at 115 or 130 and I said I was just getting dressed. They left me alone. Ask first and then if denied just push the envelope a little and tip your housekeeper.
It’s not very hard to offer late check out, what you selfish people still don’t realize Is there is still national staffing shortage, hotels need you out of the room for the next guest because their staff is probably doing double the work. But continue to think because you can travel, that the travel industry has recovered…next write an article on how you tried to board a plane before the boarding process began, or sit in the plane until the next flight takes off. Be lucky hotels have not started having you all arrested…yet.
How about telling the truth instead of making up some lie? “We are shorthanded because of the labor shortage” works for me.
I understand answer should have been more correct but when hotel is full, housekeepers have to clean whole hotel rooms within 3 hours. When they have no clean rooms upon arrival, they have another complains from arriving guests
Happened to me Supper booked ! don,
‘t offer what you can’t provide with in reason !
As a former Marriott Front Desk Agent, I just want to say that the post-Covid staffing problem is the most common reason for denial of late check-out requests. The Housekeeping Manager often tells the stafff to deny them, regardless of membership status. The fine print saying “based on availability” gives them the freedom to deny all kinds of “benefits” that were common before the pandemic. Believe me, it’s as frustrating for the staff as it is for the guests.
I sometimes check the web site for the hotel and see if they are booked and then plan my request based on those facts
I worked for Marriott they don’t care about their customers they wouldn’t let me give people upgrades or late checkouts they don’t care about loyalty even to convoy members and they talked about their guest really bad, Seattle renaissance hotel is not the place or any Marriott
People do not know the meaning of customer service any more. Coming up with lying excuses is NOT customer service.