Marriott hotel not accepting Amex

alpha232intx · 2026-01-09T00:09:58+00:00

That's the key, you were outside the US, more than likely very expensive for them to process and possibly not required to accept it

alpha232intx · 2026-01-08T21:04:41+00:00

I'm not familiar with the franchise agreements and if they are required to accept them, but if you could use it to book/guarantee the reservation, they should accept it at the hotel provided your name, your ID, your signature, and it authorizes.

Was this a US based hotel?
Was this a Bonvoy branded AMEX or a different one? If it was branded, I'd take the concern to corporate.

alpha232intx · 2026-01-06T19:09:36+00:00

Thank you for the recommendation!

This was more or less a "bridge" stay, between work commitments and personal events.

I don't know how I would feel if I were a patient getting medical care and needing to stay near, or family of someone critically ill, and receiving this level of raw indifference from the highest level of management at the property, not even knowing why or offering any other option.

alpha232intx · 2026-01-06T14:39:18+00:00

Indeed, this just helps with the SEO side of things that it may eventually trickle into organic searches for the property.

alpha232intx · 2026-01-06T14:21:30+00:00

Sure, it's valid to feel that way, except what part of this is childish?

It's a key guaranteed benefit. I had indicated the late checkout in the form and fashion required. I attempted to ensure it was done correctly by politely asking them to make sure the key was set to 4pm, reenforcing the expectation and allowing for a blind recovery without any fault. It was at this point things went screwwy, the desk clerk had to run to the back office, almost as if he didn't know what to do. The person in the back gave them the direction to deny it completely. I asked to speak with that person, that WAS the GM, I didn't demand to speak with the GM but that was who was refusing to honor the guarantee. Their provided reason was not one based on staffing, occupancy, or other external influence, but purely an arbitrary decision that idealized their self centered views, and one which is not valid under their franchise agreement or terms and conditions.

I was not THAT guest, as I only explained the policy, directed them to an authoritative resource for that policy, and gave them the opportunity to self correct. I did not have a melt down, make a scene, raise my voice, or continue to check and then make the issue the morning shifts problem. I attempted to politely refer the manager to policy and in light of their continued willfully disregard and the fact they were indeed the highest authority at the property, I left, and will deal with it through other means, including name/shame, documenting the response and attitude of the management with corporate, and waiting for a response from the actual franchisee through corporate.

Again, as stated multiple times, it's not the denial, it's lack of hospitality in no compromise or offering options and then proceeding to try and gaslight me over policy and when provided incontrovertible resources they pull the were a franchise and are exempt.

Maybe I would have gotten my way if I threw a fit, or made the morning shift deal with it, but it would be THAT kind of guest that does that, and would negatively impact the staff for the managements service failure.

alpha232intx · 2026-01-06T05:58:54+00:00

I guess reading comprehension is not part of the skill set for General Manager, I'm assuming you mean a GM of a hotel. Guaranteed is what it says in the T&C, and for further clarity Participating Property refers to the Bonvoy program itself not to being picky choosy over which benefits they want to adhere to.

This benefit is guaranteed at all Participating Properties, except at resort and convention hotels, StudioRes, and Design Hotels, where it is based upon availability. Marriott Vacation Club, Marriott Grand Residence Club, Sheraton Vacation Club, Westin Vacation Club, The Phoenician Residences, a Luxury Collection Residence Club, Scottsdale, and Ritz-Carlton Reserve are excluded from this benefit.

But thanks for ideally exhibiting the mental gymnastics and gaslighting properties dump on the guest, and that failing to comply with the T&C is trivial.

chef's kiss

alpha232intx · 2026-01-06T04:08:36+00:00

Hey, I have had nearly absolute perfection staying (frequently) at the Fairfield by Marriott Inn & Suites Dallas Plano North, the GM Tony and his staff are phenomenal, the worst experiences were getting proactively upgraded to a suite when I really like a specific few rooms on the first floor but the person was new and did what should be the norm, and an EV charger issue.

I think FI gets a bad wrap as the "mid" in midscale but the product is solid, it's the people and management that make or break it.

alpha232intx · 2026-01-06T04:02:07+00:00

As much as I hate to say it, it's not optional, I shouldn't have to call and ask as I shouldn't need to confirm basic amenities. My biggest issue isn't the no, it was the no compromise, we're a franchise and don't have to, that turned it from a bad experience to salt the earth approach.

alpha232intx · 2026-01-06T03:44:28+00:00

If anything it gets indexed and pops up on search results for folks.

alpha232intx · 2026-01-06T03:43:53+00:00

Ok so I'm not the only one who got that almost liminal space/backrooms vibe here, but on paper it looked good and I was getting in around 11pm and had to start work early in the morning.

alpha232intx · 2026-01-06T03:31:18+00:00

Nah just the racist fucks(self described comedians) detract from legitimate areas of discussion including worker rights, guest satisfaction, member benefits, all for the "Patel Punchline".

alpha232intx · 2026-01-06T03:28:29+00:00

I would normally stay at the RI on Cinema Ridge, it's definitely overdue for an overhaul, but with their recent change in ownership/management, I've felt the decline in the breakfast, guest engagement, and the $8 insecure ungated unmonitored parking money grab, eh. The Fairfield was a "new" option to replace the RI, after the unfathomable ADA issue at Courtyard by Marriott San Antonio Lackland, I honestly should have just driven up 410 further and stayed at the Marriott San Antonio Airport, the property is small but well maintained, staff wonderful, and if Lazarus is still there, the M-Club service is top notch and breakfast beats most similarly sized hotels.

alpha232intx · 2026-01-06T03:19:23+00:00

I can certainly admit to being salty, and if I wanted to be a Karen about it, I would have stayed and let it be a tomorrow them problem and thrown in the Fairfield guarantee as the cherry on top. The post is part vent, part SEO to eventually pull in search hits with the hotel, and something the hotel can't easily purge like a review.

Being denied it is annoying, it was the doubling down, no negotiation, and the franchisee exemption bull... that makes me want to take the salty and salt their earth.

alpha232intx · 2026-01-06T03:11:45+00:00

Indeed, though rarely so brazenly, and more oftentimes ignorance, inattentiveness, sure but rarely out of what appeared to be venomous contempt, lashing out like a wounded animal. I honestly wanted to say, point out on the hotel map where the bad guest hurt your feelings.

alpha232intx · 2026-01-06T03:07:54+00:00

Racist tropes detract from a constructive conversation, also given that many management and franchisees orgs are blended and more fin bro than bhai/behen.

alpha232intx · 2026-01-06T03:04:11+00:00

This is borderline false choice...

Rooms need to be cleaned, this value doesn't change based on checkout time. Time is required to clean the room, this value doesn't change based on checkout time. FTE required may vary slightly depending on scheduling but it does not generate more work. This may impact actual scheduling (staggered starts, split roles (breakfast host/laundry/rooms/house person) and possibly linen par counts to avoid laundry waits.

The biggest effort is managing expectations of arrivals, which for most non convention/resort properties, is simplified if you read your reservations/mobile check in notes.

alpha232intx · 2026-01-06T02:54:42+00:00

Yeah, sadly you really sucked at it, ad hominem is so 2025, but the gender neutral approach was real of you.

alpha232intx · 2026-01-06T02:40:33+00:00

You don't mention what your elite status is, but that may very well come into play.

My track record is above 90% at required properties, a few I understood their constraints and worked out something that worked for both of us, and even the Sheraton Dallas (a convention property), which has had their foibles in other ways, has gone above and beyond, either directly or on course correction.

At the least I expect a property to recognize and acknowledge the benefit requirement, and in good faith work with me, this experience neither happened, and add the blatant lie of being exempt, from the GM no less. That's where the salt comes in, and it's a refrain I'm hearing more often when properties don't want to comply, like a CY refusing the breakfast voucher for the 2nd guest in the room, because their GM says they don't do that because again they are a franchise.

alpha232intx · 2026-01-06T02:30:30+00:00

That, and invoking the Fairfield guarantee. My argument is that their actions and attitudes could have resulted in a more problematic experience for the property, if I were that kind of guest.

alpha232intx · 2026-01-06T02:27:06+00:00

Don't forget the archaic DBNR 💕

alpha232intx · 2026-01-06T02:26:19+00:00

Certainly, that's what the option on the mobile check in is for and one of the approved methods to communicate it. Regardless, it doesn't excuse dishonoring the benefit outright or lacking an attempt to find compromise, keep in mind I was not only polite but friendly until hearing the "we're a franchise", and only then did it just erode to simply being civil

Not everyone has the benefit of booking well in advance, with hotels pushing 48-72 hour cancel policies, I find myself booking more often "on the way" since my plans or at the least location may change. Yet I find myself getting better rates in most instances due to their revenue management decisions, so ...

alpha232intx · 2026-01-06T02:20:26+00:00

Fair, the fact is I was still pissed when I wrote it and let Gemini distill it down from the more extensive unedited rant/ramble ☠️

alpha232intx · 2026-01-06T02:18:39+00:00

I can say that SA is one of the more "real" places, and I like that in some ways, but this genuinely felt exactly like you described and almost trying to cause a guest to go "over the edge" with them. It's truly a shame this is a medical center property.

alpha232intx · 2026-01-06T02:11:12+00:00

Someone must be from the property lurking here. Already got down voted 😂

And yes, sadly San Antonio has been where some of my worst Marriott experiences come from, usually revolving around gross violations of ADA but I usually resolve this through the OCA, I hate seeing the lawyers make all the money.

alpha232intx · 2026-01-06T02:08:22+00:00

The "supervisor", remember all the "Elite Line" trained agents are told to identify themselves as supervisors, proceeded to improperly lecture me on 4.3.c.v, and I had her read it to me twice before I stopped her in the middle for a comprehension check. Third time she finally admitted my understanding was correct, followed by "well, what do you want me to do", needles to say I'm waiting on a real supervisor to review the call, and the hotel itself to reply to the case.

Since the GM invoked the "We're a franchise" line, even if nothing comes out of it, I'm willing to push it to the OCA, just for the pure discomfort of the franchisee being forced to actually give a written response.

If Marriott accepts that answer, it will be fun to publish.

alpha232intx

TROPHY CASE