Compromised identity by the W Austin employee. Banned me from property rather than investigate.

  • Hi Guest, welcome to the help forum. You can get fast answers to your customer service questions here. We have a dedicated team of advocates who are ready to help. Just go to the section that matches your question and ask us!
  • If you've posted a question or issue for our advocates to assist with, please be sure to check back frequently for responses and requests for clarification.
  • Did you know you can get email notifications when something new posts to your favorite forum? It's easy. Just click the "watch" link right next to the "post new thread" button at the top of your favorite forum. The rest is easy. Now you'll never miss another conversation.
  • Want to become an expert user? Drop by the How to use this forum section and all will be revealed. We'll show you how to make the most of your experience.
Sep 19, 2015
5,580
8,357
113
49
OP I looked at the Tripadvisor review Chris in NC mentioned and I agree that it does not help your case.

You keep writing as a Titanium member attempted to check in early as it's one of the listed benefits allowed titanium members

but there is no such benefit listed under Marriott -- only guaranteed late departure if not a resort or convention hotel.

Could the conversation started off wrong because you insisted that you were entitled to something that you were not?

And then the trip advisor review says:

She further continued attempting to create a new reservation for the night prior using my points

If there was an attempt to rebook you to give you a reservation for the time you arrived -- is that what caused the audit block? Was the person trying to help and this made a mess of it?
 
  • Like
Reactions: jayxcess
Sep 19, 2015
5,580
8,357
113
49
Why do you think that Titanium platinum has early check in?

As Chris in NC pointed out, why not wait a few hours to try to check in later. Very few hotels will allow a 4 am check-in for a reservation when the check in time is 3 pm -- this is 11 hours early.
 

jsn55

Verified Member
Dec 26, 2014
9,703
10,493
113
San Francisco
This is one of the hairiest stories I've ever read here. I'm a points/miles junkie with Hilton and IHG. Marriott can't be that much different. They REALLY want to make you happy. I had a situation with AmEx and Hilton Honors a couple of months ago where an AmEx agent did all kinds of weird stuff, but I caught it immediately and HHonors was able to straighten it out without undue angst. In fact, HH threw in a couple of extra goodies for me. I think Marriott wants to help you and keep someone of your status happy. But it's a hard story to follow.

I think you should make a list of the facts in chronological order. Someone at Marriott reading your story will forget the beginning by the time he reads to the end. We always say that the devil is in the details, and the reader needs to be able to understand exactly what happened with one read-through.

I see by Chris' post that you may have done something silly on TA. See if you can make that go away. No matter how awful a situation is, a businesslike approach is the only way to straighten it out. Your job is to make the reader of your narrative understand what happened and want to help you. Good luck, and please let us know the outcome.
 

Mel65

Mar 23, 2015
465
930
93
55
Sounds like the check in clerk was trying to get you a room and you didn’t want to pay for it and there was some miscommunication regarding what you thought you were “entitled to” versus reality. Just from the tone of your posts I could see that perhaps things got maybe heated and confused. I think you really need to pare things down to FACTS in bullet form in a timeline. The coming and going and multiple calls just are muddled and unclear and unlikely to get you anywhere, at least IMHO.
 

jsn55

Verified Member
Dec 26, 2014
9,703
10,493
113
San Francisco
And as a PS ... never flaunt your exalted status at a hotel, particularly at 4am when you think you should be able to check in. In a situation like that, a subtle reminder to the front desk that your are Whatever Status ... Titamium? Really? THEN you turn on the charm to ask for what you want. At that point, the front desk is doing you a favor. An important reminder, a FAVOR. The front desk was perfectly capable of letting you check in at 4am, but something stopped that. You're the only one who knows what happened.
 
Jun 24, 2019
635
1,208
93
72
I've been a member of Marriott for years. This year, I've stayed at Marriott properties for 38 nights so far. It would never occur to me that I could check in at 4:00 a.m. for free.

It is clear to me from OP's story that Marriott staff were the folks in his account because (a) it was attached to his reservation, and (b) they were trying to figure out how to help a Titanium member. It appears to me to be a mistake; he asked if there was availability at 4:00 a.m., and there was. It just wasn't free. And the "night auditor" was trying to figure out the best way to go, points or dollars, for an extra night, to get OP into a bed. If the night auditor mis-spoke about 4:00 a.m. check-in being free, that's like an advertisement with a ridiculously low price. And since a Marriott account belongs to, well, Marriott, there is absolutely nothing wrong (or driminal) in Marriott employees being in OP's account.

Once OP started tossing around words like "fraud" and "identity theft," communication broke down, and Marriott security was justly concerned about the security of the account.

OP decided to compound the problem by filing a fairly nasty Trip Advisor review. From the heading to the body. It's the sort of review I would glance at and ignore as it has nothing to do with issues I care about. But it will get the franchisee's back up when he deals with corporate, given the allegations. That is, if corporate wants to go to bat for a Titanium member who thinks accusing Marriott employees of crimes is useful.

I'd write a letter of apology to the manager and the "night auditor." There may have been a misunderstanding; the night auditor might have mis-spoke. But accusing the night auditor of committing a crime, apparently to corporate and to the manager, and then posting it for the world to see, is designed to provoke a reaction that anyone would find unpleasant. And I'd send a copy of that apology to corporate.
 
May 30, 2019
364
754
93
I'm not familiar with Marriott Bonvoy, however I am aware with Hilton HHonors as a Diamond that any attempt to use points for a stay within 24-48 hours raises a huge flag with corporate as a possible fraud risk. The automated systems rejected the point stay request, and a call to the Diamond Desk or from a "fraud prevention specialist" would ensue.

Such dynamic might have applied here early in the story.
 
May 30, 2019
364
754
93
... After reading the OP's TA post, I have a supposition -- and only a supposition -- that the front-desk clerk may have tried to redeem points manually perhaps while researching options for the OP and in doing so tripped a fraud-detection alarm. Such alarms do not turn off easily. In other words, the process to clear the fraud alert is significant. I also have a supposition (based on Hilton Diamond experiences) that only the Security department knows all of the fraud-prevention processes so that even an Elite rep might now know completely how to unlock an account on short notice.

I'm a bit surprised that a Titanium-level OP did not have a PIN prior to this experience.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
22,919
22,883
113
New York
www.promalvacations.com
It’s my opinion there may have been an argument at the desk that resulted in this. I hope I am wrong but one doesn’t get banned as a Titanium member for no reason. If OP wanted the be in a room at 4 am he needed to pay for the night before- as others have said, early check in is not a benefit of Titanium status.

https://www.marriott.com/loyalty/member-benefits/titanium.mi

I’m hoping the OP comes back and tells us exactly what happened at the desk.
 
Dec 26, 2018
16
79
13
51
I've been really fascinated by this thread. The team that I direct at work frequently hosts international colleagues from Asia who travel 20+ hours to get to the northeast US, typically arriving around 3-4 am. We always book their hotel rooms beginning the afternoon before their arrival so that they will have rooms waiting for them. It would never occur to me to ask a hotel to consider that "early check in." That just seems like asking for an extra night for free.
 

jsn55

Verified Member
Dec 26, 2014
9,703
10,493
113
San Francisco
I've been really fascinated by this thread. The team that I direct at work frequently hosts international colleagues from Asia who travel 20+ hours to get to the northeast US, typically arriving around 3-4 am. We always book their hotel rooms beginning the afternoon before their arrival so that they will have rooms waiting for them. It would never occur to me to ask a hotel to consider that "early check in." That just seems like asking for an extra night for free.
I have checked into many European airport hotels at 7am without incident. But I'd immediately agree to pay something for "the extra night" if the hotel asked. Awaiting the proper check-in time is not something I'd want to do after a 10-hr flight. This is really a sad little story and you are right, David, our OP wanted an "extra night" without charge. It's one thing to ask nicely for something and quite another to insist on having your way, followed by nasty reviews, name calling and arguments. It's very possible that Marriott will just ban this guy forever ... he doesn't seem to fit the pattern of a loyal traveller. This is another story to add to my collection of "why people who deal with the public need a raise" list.
 

Mel65

Mar 23, 2015
465
930
93
55
I've been a member of Marriott for years. This year, I've stayed at Marriott properties for 38 nights so far. It would never occur to me that I could check in at 4:00 a.m. for free.

It is clear to me from OP's story that Marriott staff were the folks in his account because (a) it was attached to his reservation, and (b) they were trying to figure out how to help a Titanium member. It appears to me to be a mistake; he asked if there was availability at 4:00 a.m., and there was. It just wasn't free. And the "night auditor" was trying to figure out the best way to go, points or dollars, for an extra night, to get OP into a bed. If the night auditor mis-spoke about 4:00 a.m. check-in being free, that's like an advertisement with a ridiculously low price. And since a Marriott account belongs to, well, Marriott, there is absolutely nothing wrong (or driminal) in Marriott employees being in OP's account.

Once OP started tossing around words like "fraud" and "identity theft," communication broke down, and Marriott security was justly concerned about the security of the account.

OP decided to compound the problem by filing a fairly nasty Trip Advisor review. From the heading to the body. It's the sort of review I would glance at and ignore as it has nothing to do with issues I care about. But it will get the franchisee's back up when he deals with corporate, given the allegations. That is, if corporate wants to go to bat for a Titanium member who thinks accusing Marriott employees of crimes is useful.

I'd write a letter of apology to the manager and the "night auditor." There may have been a misunderstanding; the night auditor might have mis-spoke. But accusing the night auditor of committing a crime, apparently to corporate and to the manager, and then posting it for the world to see, is designed to provoke a reaction that anyone would find unpleasant. And I'd send a copy of that apology to corporate.
Sounds like a pretty good distillation of what probably happened, to me. To me 4:00 am is still "the night before" and therefore not eligible for "early check-in" for the "next day" so he couldn't check in for free. So, everything else that happened flowed from that premise....
 
Oct 18, 2018
13
38
13
73
You know, I like to save money as much (or perhaps, even more!) than the next person, but once-in-awhile, you just have to accept the fact that you may have to pay out of pocket for some convenience. Thinking that you will always get "a bargain" is a guaranteed way to end up disappointed and angry. Is that really how you wish to spend your time? Perhaps remembering some previous "boon" is a way to balance things out.
 
Jul 7, 2019
3
4
3
59
As a very frequent traveller sometimes situations are a perfect storm. No matter what it just goes wrong and worse.
When things go wrong and we are not so suspect to quickly bring out our phones to record. Usually reserved for advanced discussions.
And we don't know if this is going to be a serious situation or will be resolved normally. I mean I am not going to travel with a go pro on for legal proof
of everything.
However, I have arrived at several different brands and the managers know where I have been. They could only know by checking into my account. They also know how many points I have. Again by checking into my account.
I have a very strong password but they have access. So it is possible for hotels to get into ones account. Of course with audit I presume all times opening, or making a reservation should be possible to be tracked by the brand with an investigation.

But sometimes things are strange, ie; people do strange things. And we are not all walking detectives. We can only do our best with the evidence we have in hand. And I for one have found a world of difference depending on who takes my complaint. They can make a huge difference.
 
  • Like
Reactions: RLB
Sep 8, 2019
1
3
3
77
WOW! I have been a Marrriot customer for well over 30 years (for both business & pleasure) & and am a Platinum lifetime member. I think that asking for early check-in at 4 AM is unreasonable! Yes there have been times when I have arrived in the middle of the night and checked in but paid for the actual day before. That said, I would have asked politely for perhaps a little consideration and perhaps being put in a room @ 6 AM, but this sounds like an "entitled" customer that wanted the rules broken rather than bent!! The Marroitt Brand has always treated my work teams, family & me with the utmost courtesy & respect.