I have always trusted that if I reserved a room with Marriot I could trust that a room would be available, that is apparently not the case. Finally on Thursday the night before my expected stay I got an email from a manager stating that they are sorry my reservation was cancelled, but still gave me no solution as hotel was booked. That Monday, which was 2 days after my last call and still no return call from a manager, I called again and was told the same thing, that they would call back. Next day still no call from the manager, so I called again, again they told me that a manger would call me back that day. I asked to speak to a manger, and they said one would call me back that day. I called the hotel and they mentioned that my reservation had been cancelled, hotel was fully booked and there was nothing that they could do.

The issue was when I listened to the voice mail it was after 5pm. Got off from work that day and listened to the voice mail it was the hotel and since my card on file had recently expired they said that if I did not call back by 4pm that day they would cancel my reservation (even though room was pre-paid, I was a 20 year customer and they could easily get a new card number from me when I checked in). 1 week before my stay on a Friday afternoon at 2pm I received a phone call that I let go to voice mail as it was a Friday afternoon, and I was tied up at work. Booked a room at this hotel and pre-paid several months in advance of my stay as I knew they would sell out on this given weekend. Platinum elite member and 20-year loyal customer.

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