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Marriott denies reservations to Platinum members at Chicago Marriott Schaumburg

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Marriott denies reservations to Platinum members at Chicago Marriott Schaumburg
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On September 4, 2024, a report emerged detailing an incident at the Chicago Marriott Schaumburg where Platinum members of Marriott's Bonvoy loyalty program were denied their reservations. A reader recounted his experience of being turned away despite presenting his ID and credit card upon check-in. The hotel staff acknowledged his Platinum status but then summoned security to inform him that he was being "walked."

The practice of overbooking is common in the travel industry, including airlines, hotels, and rental car companies. Businesses sell more seats, rooms, or cars than they have available to account for cancellations and no-shows. However, when too many people show up, some reservations must be declined.

In this case, the affected guest reported that the hotel did not arrange alternative accommodations. Another Platinum member faced a similar situation at the same location.

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Marriott’s “Ultimate Reservation Guarantee” stipulates that if a reservation cannot be honored, the company will cover accommodations at a nearby hotel and compensate for the inconvenience with $200 USD and 90,000 points for Elite members. Despite this policy, the guest had to find another room 22 miles away at Chicago Marriott Naperville and pay out of pocket.

The guest stated: "The associate lost it when I showed him the policy." The employee reportedly yelled that he had never seen such a guarantee and refused to rebook or assist further.

Typically, when guests are walked from a hotel due to overbooking, they are entitled to comparable accommodation elsewhere at no additional cost. The original hotel should also cover transportation expenses. This standard practice applies mainly to chain hotels; independent hotels may handle it differently unless they are luxury properties.

Guests who face such situations often need to seek reimbursement from the hotel chain after the fact if no immediate assistance is provided.

To avoid being walked, travelers can insist on a 'no walk' clause in event contracts or leverage elite status within loyalty programs—though this did not help in this instance. Checking in online or via mobile apps can also reduce the likelihood of being walked as early check-ins might secure room assignments ahead of time.

Organizations Included in this History
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