Booked hotel but upon checkin no availability

[aryeh1]

We booked at a sheraton via Marriott using points/ certificate and unfortunately upon checking in they're having issues with rooms and no availability. Was wondering what the standard policy is and what we can do? This isn't close to us to just go home..

[Jeremiah]

https://www.marriott.com/loyalty/member-benefits/guarantee.mi

If for some reason we’re unable to honor your reservation, we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience. To be eligible, you must provide your member number when making a reservation. Compensation varies by hotel brand.

Plus more depending on status

[yelped]

https://www.marriott.com/loyalty/member-benefits/guarantee.mi
Plus more depending on status

Compensation depends on the brand (and status), and the hotel should book you something comparable, plus compensate you with the case (and sometimes points (see the chart) on the spot.

Good luck. Be polite, but firm.

[yelped]

@aryeh1 Update, please?

[aryeh1]

@aryeh1 Update, please?

After waiting about an hour and calling marriott etc.  they ended up having one room left close to midnight but had some issues like key not working so front desk needed to open every time,  floor wet etc.

[yelped]

After waiting about an hour and calling marriott etc.  they ended up having one room left close to midnight but had some issues like key not working so front desk needed to open every time,  floor wet etc.

Ouch. What comp did they offer?

[aryeh1]

Ouch. What comp did they offer?

Free breakfast lol

[WonderingYid]

Free breakfast lol

I get that at the Hamptons lol.

[yelped]

Free breakfast lol

Should open a case with Marriott. This should not be acceptable.

[yelped]

@aryeh1 Any updates?

[aryeh1]

@aryeh1 Any updates?

I believe a case was originally opened they said they would respond by email but never heard back..

[yelped]

I believe a case was originally opened they said they would respond by email but never heard back..

Good luck. You can follow up with the case number via Twitter DM. I did have success with other customer service issues with email, it does take time though.