An anecdote from a Marriott hotel in Mexico demonstrates that even with violence on the street that essentially trapped hotel guests on the property, late checkout was too much to ask for. But I’m siding with the hotel on this one.
Marriott Platinum Says He Was “Bonvoyed” During Violence In Mexico At Westin Resort. Here’s Why He’s Wrong
A post on reddit regales us with an alleged incident at the The Westin Resort & Spa in Puerto Vallarta, Mexico on February 22, where a Bonvoy lifetime platinum member requested 4:00 pm checkout and was denied:
I am Platinum Elite, over 1,000 lifetime Marriott nights. PV is on fire due to the cartel setting cars and buses on fire all over the city. The airport is closed and Ubers and Taxis are not running. I asked for a 4pm checkout, which I’m entitled to based on availability. They won’t extend past 2pm and said we would have to use the hospitality suite. We are supposed to be leaving for Bucerios this afternoon but that isn’t looking very good. Worst Bonvoy property I have ever experienced. I don’t think anyone will be checking in today so there’s no reason not to at least extend us to 4pm…
A few immediate thoughts:
- Per Bonvoy terms and conditions, as a general rule, Platinum elite members and above are guaranteed a late checkout up until 2:00 pm and may request to check out as late as 4:00 pm based upon availability
- But, there is an explicit exception for resort properties [“Resort and Convention Hotels (all brands)”]
- Therefore, this Platinum member was not entitled to late checkout at all
As much as I’d love to write another “Bonvoyed” post about how horrible Marriott treats its elite members, this is not one of those cases.
Who knew what would happen as events unfolded on the ground? Yes indeed, it was scary outside and not at all prudent to venture out (not that any Ubers or taxis were operating in PV at the time). But as far as the hotel was concerned, making an assumption that guests would not check-in was not a smart policy. Cleaning staff were present and on the clock: making them sit around and wait while guests remained in their rooms past checkout time was also not smart.
The hotel did what it had to do and the Platinum member was not entitled to even his 2:00 pm checkout.
The Platinum member should be less entitled and be thankful he had access to the hospitality suite…
image: Westin Puerto Vallarta
Actually, you’re incorrect, Matthew. The guest is right here.
The Westin Puerto Vallarta converted to being a Westin All-Inclusive. There are supplemental terms and conditions for all-inclusive resorts. Per those terms, the late check-out time is 4pm. All all-inclusives are resorts. So there is no resort exception here because this is an all-inclusive. See here: https://www.marriott.com/loyalty/terms/supplemental-terms/All-Inclusive.mi
What am I missing? Your link says that late checkout is “based on availability.”
It’s not all-inclusive until May 1.
¿Porque no los dos, Mateo? Can’t they both be right/wrong? The situation seems awful, regardless.
Force majeure situation and the guest has access to a hospitality suite till 4 (likely later if needed)…obviously platinum status is quite important to his identity.
Just tell them you are extending your stay, offer to pay for an extra night(s), and refuse to leave the room.
I love when people with status are treated according to the rules and get huffy they weren’t treated like the royalty they are. Unfortunately, awarding staus does that, and I admit, while I’m generally proud of my behavior, I’m not perfect.
To be clear I’m not arguing the hotel should not accommodate guests during such an emergency. I just get a tone of “it’s OK to make the others leave by 2, but I’m a PE” vibe. Kinda like a “I’m a first-class passenger here on the Titanic, clear the path to the lifeboat. “
“but I am a Diamond guest”