Marriott IT Chokes On Early Morning Check In Due To Flight Delay

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Flying during a massive airline meltdown due to weather, air traffic control and staffing issues is no fun for passengers. If your plane isn’t canceled, you’re likely to suffer a long delay. We ran this gauntlet over the past weekend and despite a late-night delay, made it to our destination. However, it means we checked into our hotel at 3 AM.

To let the hotel know we were still planning on arriving, I checked in with the Marriott Bonvoy app with an arrival time of 2 AM (hey, at least I was close). When we arrived in the middle of the night, the front desk rep was fantastic. He checked all of the boxes by recognizing our Platinum status, noticing the special request on our booking and asking if we wanted points or a food credit (since we were already getting free breakfast).

I didn’t notice anything was “off” until we checked out. While our bill was correct in respect of our room charges, one thing was missing – the room charge for the first night of our stay.

I paid for the room with one of our 50K free night certificates from the Marriott Bonvoy Brilliant AMEX and 100K Marriott Bonvoy points. On our bill, there were only the last two nights with reimbursement from Marriott Bonvoy.

The check-in time on the bill was 3:18 AM, but it showed 3/31 when we actually arrived on the early morning of 4/1. April’s Fools!!!!

I used free nights and points for the stay so it doesn’t matter how the hotel and Marriott Bonvoy end up settling the bill. However, the bill has disappeared from our account and we haven’t received our bonus points or credit for the stay.

I know that IT is hard and computers have a difficult time when you arrive in the middle of the night. I had the same problem a while ago when renting with Hertz at 2 AM and the rental wasn’t logged until the next morning, making me ineligible for a weekend rental rate.

But Marriott, when I used your app to check in at 8 PM when I knew I’d be arriving late, I let you know I wouldn’t be arriving until the middle of the night, and had a rep check me in at the front desk, it’s disappointing that your software at hotel in the middle of the “City that Never Sleeps” can’t manage a 3 AM check-in without choking when sending the bill to your parent company.

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