Has This Ever Happened to You?
 

I made a hotel reservation to spend 2 nights ( 17 July-18 July, 2009) at the Chicago Courtyard Hotel on Hubbard St. using the Marriott Reservation line. I found a certificate at the Marriott Gold Member website for a “Treat Yourself to a weekend Escape and a free 2nd night”. I confirmed with the reservation person that this was valid for my stay and he did. He said I just needed to print out the webpage and give it to the desk at check-in. At check-in I presented the certificate to the front desk. They called the “Marriott Rewards Hotel Resource Desk” and confirmed it was valid and would be honored. I spent the 2 nights at this hotel and just hours before my check-out I received a phone call from the desk telling me they made a mistake and the certificate was not going to be honored and I was going to be charged for the 2nd night. If I would have been told this at the time I made the reservation, or at check-in time, I would have made other arrangements. I called the Gold member customer care phone number and they get a me a partial refund, but I do not see how they can charge me anything once the agreement was made at check-in.

If you paid by credit card I would call your credit card company and dispute the charges.
That has never happened to me and I don't think it should have happened to you either. Good luck. Wish I could be more helpful.

I can't speak to the validity of this particular promotion, but you should try to resolve the issue with Marriott before you dispute the charge with the credit card company. Since this just happened 2 days ago it surely has not yet appeared on your bill and probably hasn't even posted yet. I would recommend emailing Marriott and giving them the appropriate information, including reservation numbers.

I agree that this is not 'just' & not good business in general. Go I'd pursue it with Marriott (up the chain of command until I got results). That failing, I'd go through my credit card ( within a day or two ). I is called 'bait & switch' or false advertisement, in my book.

I would certainly pursue this with the Marriott. I had a similar but less valid (on my side event with Radisson in London). When I checked in, I couldn't remember if breakfast was included and asked. The check-in person told me that my plan did include breakfast and gave me all the info including that it ended at 10 am. The next morning I awakened at 945am and hustled down to barely grab a quick bite to eat. Halfway through this, I was approached and they checked on my eligibility for breakfast. They then said breakfast was NOT included. I would certainly not have gone down for it if I hadn't been told on check-in that it was included. I disputed it but the manager wouldn't budge. It was about $30. Still leaves a bad taste in my mouth.

After contacting the Chicago BBB, Marriott Gold Customer care, the Director of the Chicago Board of Tourism & putting a hold on the VISA charge, the Courtyard called today and refunded by 2nd night. I do not know what did it, or if it was a combination of all on them contacting the hotel within a few days.

Glad it worked out - squeaky wheel gets the oil!

Good for you! If this was in writing, they must honor it.

I've done something similar with a company - the multiple avenues seems to really help!
I'm glad you got it resolved.

I too am glad you got the credit for the second night, rbalaka. It sure pays to document everything and to raise a rucus if companies don't follow through with what they advertise. Congratulations!!!

What a pain! Too bad you had to go to such lengths, but good for you to sticking to your guns.

Glad it worked out. Thanks for reporting back.