Marriott International Complaint - Detroit Marriott - Hotel Stay

Posted by jktshff1 on 2011-07-25:

"Charged me for a late check out because I was in my room an extra twenty minutes, which wasn't on purpose I didn't know the check out time"
Sorry, that ain't their fault..

Posted by MRM on 2011-07-25:

It is the customer's responsibility to be aware of the check out time.

Posted by SteveWiginowski on 2011-07-25:

1. If you check out late, expect to get charged for a late check out. Ignorance doesn't excuse the charge. Often times the times are posted inside the room (on the door or in the booklet they have in the room).

2. Having a large group of people doesn't give you the right to make as much noise as you want. They were giving you a warning, not sure if they were actually going to kick you out, but most people comply after giving a warning.

3. They don't need to tell you who complained. For them to come up and warn you indicates that someone complained. I'd be a little mad if I complained and then the hotel told those people that I complained because those people might try to confront me about it, which I wouldn't want.

Posted by AshleyFurnitureRules on 2011-07-25:

Great review.. very helpful. Suggestion for the future, to find out in advance the checkout time. Regardless of the late checkout time, that doesn't excuse CSR for being unprofessional/rude to the OP.

Posted by Skye on 2011-07-25:

Check out time, is usually posted on the back of your room door.

Posted by jktshff1 on 2011-07-25:

Ashley, I hope you are referring as to what not to do as being helpful.

Posted by Churro on 2011-07-25:

This really surprises me. I thought Marriott was better than that. Geeze, How much is the late check out fee anyway?

I've been a loyal Marriott customer for over a decade. I've checked-out late dozens and dozens of times without incident or charge. I usually request it up front but there have been times when I got released early and checked out at around 5 PM so I could head home a day or two early and not once did Marriott ever charge me for that night or hit me with a fee. I hope this isn't a sign of suck to come.

Good review!

Posted by saj80 on 2011-07-25:

Churro, I, too, use Marriott hotels as my primary hotel, and often request late check out. However, I assume you are a rewards member, as I am, and have a little more leverage with negotiating these issues. That being said, I think the issues throughout the night probably negated any chance this guest had of resolving this matter amicably.

Posted by jktshff1 on 2011-07-25:

My idea of roughing it is staying in the Holiday Inn when the Marriott is full..:)

Posted by The Katt on 2011-07-25:

At my motel (and I presume the Marriott has a similar policy), you get one warning on the noise before you get kicked out. I once almost evicted an entire baseball team for continuing to be too loud after I warned them to keep it down (when the police showed up to help me kick them out, they finally got I was serious and shut up, but before they wouldn't listen to just me). They had about half a dozen rooms, but half a dozen rooms for one night doesn't make up for the regulars that were being inconvinienced who stay several dozen nights over the year. Whether you're an individual or a group, you need to respect the other guests and the hotel's policies.

Posted by olie on 2011-07-25:

Every time I've checked into a hotel, the clerk told me the checkout time. And as others have mentioned, it's also posted on the back of the door. On the same sheet that lists the rack rate, which was almost assuredly a LOT more than what you paid.

Imagine if every guest checked out "only" 20 minutes late. That backs up housekeeping, and then there'd be a ton of complaints about rooms not being ready at the 3:00 or 4:00 check-in time.

As someone who has tried to sleep in a hotel hosting youth hockey teams(we gymnastics parents don't have much regard for the hockey ruffians and their parents LOL), or "large wedding groups", I applaud the "one strike and you're out" rule.

If I'm paying Marriott prices, I want to enjoy my stay without a ton of noise from other guests.