In October 2025, I made a one-night reward reservation using 37,000 points for Thursday, June 25, 2026, in NYC at the Sheraton Brooklyn. Upon my late evening arrival, the check-in staff informed me that there were no rooms available with operational air conditioning and suggested I be walked to the Aloft next door. Given the oppressive summer heat in NYC, I could not agree to stay in a room without air conditioning. I anticipated receiving compensation under the Marriott Ultimate Reservation Guarantee, considering my status as a Marriott Titanium member.
Subsequently, I found out that I was refunded the 37,000 points but then charged the market rate of 52,000 points for the new reservation at the Aloft, all without any prior notice. I reached out to Marriott customer service weekly for around seven weeks without a resolution until the Case Resolution department got involved. Marriott asserted that they were unable to contact the Sheraton due to phone issues. Ultimately, they stated that since I accepted the alternative room at the Aloft, I was no longer eligible for the Ultimate Guarantee.
I had expected to receive $200 and 90,000 points as compensation for being relocated. Instead, I ended up with 20,000 points and was informed that my original reservation of 37,000 points would not be honored. Taking into account the points discrepancy, my actual compensation amounted to only 5,000 points. I voiced my discontent regarding this outcome and intended to share my story with travel blogs to spotlight Marriott’s customer service.
This incident raises questions about the dependability of reservations if hotels can impose higher charges for alternative accommodations. It appears that hotels within the franchise can circumvent rules, while customer service seems unable to provide assistance. Although I didn’t incur financial losses or point deductions, it feels unfair that a hotel can present a pricier room when they do not have operational rooms available, particularly for elite members. The ongoing attempts to connect with Marriott customer service without prompt responses were aggravating, implying they hoped I would drop the matter.