Reader E-mail: 4 Factors Denies Assured 4 PM Test-Out & Marriott Buyer Service Toothless?

A LoyaltyLobby reader has shared a irritating expertise from a keep on the 4 Factors lodge in Mexico, the place the lodge denied a assured 4 PM check-out to a Platinum member or greater, and Marriott customer support sided with the property.

Readers are inspired to ship us questions, feedback, or opinions by e-mail, Fb, Twitter, or Instagram. We’ll attempt to cowl them right here a number of instances every week.

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READ MORE: Marriott Bonvoy Fee & Bonus Factors Gives

Reader’s E-mail to Us: 

I felt it was applicable to share with you the response I bought from Sr. Eiite Providers at Marriott Bonvoy about my latest keep in Juarez Mexico.

It’s so disheartening to see how their very own senior associates don’t know the phrases and situations.

I really feel such as you and I are extra educated about Bonvoy advantages than their Marriott Topic Matter Specialists.

Thanks once more for being an advocate for hospitality!

Reader’s E-mail to Marriott: 

I would love a response from the above talked about case ID please. I stayed on the 4 Factors by Sheraton Ciudad Juarez on a two evening keep booked with Bonvoy factors. The Visitor Service Supervisor left a really good Welcome Letter within the room promising to exceed my expectations, adopted by his signature. I requested the assured 4PM late check-out on the time of arrival which was on Saturday afternoon. On Sunday the entrance desk suggested me that solely a 2PM check-out could be accessible.The entrance desk agent reviewed the Bonvoy Program Phrases and Circumstances collectively, and it clearly states the a 4PM late check-out is assured. This property is just not a Design Lodge, resort, or conference lodge, so the Titanium Elite profit would apply on this case.

The following day on Monday I spoke with J.Ramon the Visitor Service Supervisor to verify my 4PM check-out and he refused. He pulled out an accordion type poster with the entire Bonvoy Elite Advantages. Even after studying the advantages he nonetheless refused to honor the late check-out. After I suggested him that I might deliver Bonvoy Elite Providers into the dialog he ‘double downed’ and stated “all they’re going to do is name the lodge, and I’ll inform them what I simply instructed you.”

I known as Titanium Elite Providers and the affiliate and I confirmed that the 4PM late check-out is a assure, and never primarily based on availability. There was nothing the affiliate may do for me within the second however apologize, and provide a case ID. I complied with the Visitor Service Supervisor’s order to vacate at 2PM, and it felt like I used to be being evicted from the lodge, housekeeping was banging on the door at 1:00PM, and once more at 1:55PM. It might have been good if the Supervisor would have a minimum of communicated with housekeeping concerning the 2PM check-out.The welcome letter was a combined message, particularly after I was requesting a profit that’s supplied to me by means of this system, and there was nothing hospitable about being kicked out of the lodge at 2PM.

Marriott’s Response:

We recognize your loyalty as a Marriott Bonvoy® Member. My title is Pleasure, Marriott Bonvoy® supervisor, and your case has been escalated to my workplace

We’re sorry for the challenges you encountered throughout your keep at 4 Factors by Sheraton Ciudad Juarez. I welcome the chance to handle your issues. A Platinum Elite Member and above on a Qualifying Keep is entitled as much as a 4:00 p.m. Late Test-out for his or her private Visitor Room. Lodge administration has confirmed the newest Checkout they might give you was to 2:00 p.m.

As outlined in our Loyalty Program Phrases & Circumstances; 4.3 Elite Membership Advantages at Taking part Manufacturers

ii. Precedence Late Checkout. Based mostly on availability. Please name the entrance desk the morning of checkout and allow them to know your deliberate departure time. Accessible in any respect Taking part Manufacturers besides Marriott Trip Membership, Marriott Grand Residence Membership, Sheraton Trip Membership, Westin Trip Membership, The Phoenician Residences, a Luxurious Assortment Residence Membership, Scottsdale, and Ritz-Carlton Reserve.

Your suggestions has been shared with the property Administration Division. They may have the chance to evaluate and decide the course of service requirements and enhancements to the standard and amount of our employees and their efforts to enhance our providers.

Visitor observations are most helpful in our pursuit of whole visitor satisfaction and feedback from clients comparable to your self enable us to make enhancements.


Pleasure M.
Sr. Elite Providers
Marriott Bonvoy® Buyer Care

There isn’t any ambiguity about whether or not the reader was eligible for the 4 PM assure. It’s unlucky that these responding to customer support points simply ship out copy/paste replies.

Reminder: Marriott Platinum and better members are unequivocally eligible for a 4 PM check-out in any respect properties besides resorts and conference facilities, the place it’s primarily based on availability.

There was an growing variety of experiences from readers about how “confused” some inns are concerning these advantages.

It’s of the utmost significance that you just report these incidents to company, go away low satisfaction survey scores, and supply suggestions on each Google Maps and TripAdvisor, clearly naming the managers who denied this profit.


Marriott was once a well-oiled machine concerning customer support and the supply of elite advantages, however one thing has gone mistaken.

If inns have discovered that they’ll act with impunity and face no penalties for non-compliance, this development of declining profit supply will solely speed up.

Marriott customer support merely opens recordsdata that inns can shut with out taking motion or resolving the problem. There appears to be no follow-up by company. This method can solely be sustained for therefore lengthy. Finally, the system will collapse except corrective motion is taken.

Novel thought. Why not again up this late test with an Elite Advantages Assure and require offending properties handy out benjamins and factors each time an eligible member is denied their “assured” profit?

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