Family Denied Marriott Room Due To Check-In Quirk, Forced To Sleep In Car

An OMAAT reader shared a frustrating experience he recently encountered at a Marriott property. People bring all kinds of airline and hotel situations to my attention, and sometimes the travel brand is in the wrong, sometimes the traveler is in the wrong, and sometimes fault lies somewhere in the middle. This is an interesting one, as it’s quite nuanced…

Marriott mobile check-in leads to major issue for family

A Marriott Bonvoy Titanium Elite member recently had an unfortunate situation involving a Marriott property in Nevada. Let me just share the message he sent me:

Recently, my wife, our three-year-old, and I were forced to sleep in our car in Las Vegas after the newly opened dual-branded Element & AC Hotel Symphony Park refused to honor my confirmed reservations. The only reason: I had misplaced my physical plastic credit card.

I had relied on Marriott’s advertised Digital/Mobile Check-In—promoted as a way to skip the front desk—precisely because my ADHD and a traumatic brain injury make it easy for me to misplace physical items. Despite presenting valid government ID and offering multiple secure alternatives (including live verification through the Amex app and an electronic authorization form), the property turned us away.

Marriott corporate later supported the property’s decision even while continuing to advertise mobile and digital check-in as features that eliminate the need to visit the desk. They also denied my Ultimate Reservation Guarantee claim, saying it doesn’t apply in these circumstances—even though the published terms simply require that a confirmed reservation “cannot be honored,” with no exclusion that fits my case.

The human impact was immediate and harsh: my young child and wife slept in our vehicle on a hot Las Vegas night while I repeatedly sought help through every official channel.

My take on this unusual denied check-in experience

First of all, I’m sorry to hear about the ADHD and traumatic brain injury, and how that makes it easy to misplace physical items. I’m sure some people will have some things to say about the misplacing of the card, but let’s ignore that and not go there, because I don’t think it’s core to what’s going on here.

I often learn when readers share their experiences with me, and this is no exception. I feel like when I use mobile check-in with Marriott, it rarely works as intended. Often I’m still told to stop by the front desk, and then they’ll swipe my credit card anyway. So my initial reaction was sort of “well, of course you still need a credit card when you show up at a hotel.”

But as I read more of the correspondence between the traveler and Marriott, and the more I looked at Marriott’s website, the more I think he’s right. On Marriott’s website, I don’t see any mention of needing to present a physical card at the property when using mobile check-in.

The thing is, the guest had Apple Pay, and he had a physical ID, but the hotel insisted that a physical card was required. Even an ID along with an electronic payment authorization form wasn’t accepted.

The guest complained to Marriott corporate, and eventually received the following message from the general manager:

I wanted to reach out and follow up with you regarding your most recent stay. I do apologize for not being able to check you in without a physical Creditcard being present at the time of check-in.

At our property we do require a matching id and Creditcard be run through our chip & pin machine at time of check in for every guest. I do sincerely apologize for any inconvenience this may have caused you.

Marriott corporate backed the property, and even acknowledged the inconsistency between advertised amenities and operational practices, which is kind of wild:

Following our review, we can confirm that the property acted within its rights in requesting a physical credit card and government-issued identification at check-in. While Digital and Mobile Check-In are offered as conveniences across many Marriott properties, physical verification remains a standard practice at select locations. This measure is in place not only to validate the identity of the cardholder but also to help prevent fraudulent activity and ensure the safety and security of all guests.

We acknowledge the inconsistency between the advertised amenities and the operational practices you encountered. Your observations regarding the conflicting information provided by hotel staff and the challenges this presents for guests relying on digital tools have been shared with our internal teams for further evaluation.

The guest (smartly) responded with the following, in part:

When a company continues to promote a specific feature as an inducement to purchase, knowing it will not be delivered, the question ceases to be one of internal policy and becomes one of deceptive trade practice—an area of consumer-protection law with clear statutory remedies.

To be absolutely clear: I am not asking Marriott to end Digital/Mobile Check-In or to change global marketing.

I am simply asking that advertising at this particular property accurately describe the conditions under which check-in is truly available.

A straightforward edit of the property’s amenity list—removing “Digital Check-In” or clearly stating that a physical card is always required—would resolve the inconsistency and protect both guests and Marriott from the risk of regulatory scrutiny.

The guest also points out how he could use Apple Pay to pay at the on-property restaurant without showing ID, for a bill that was roughly the same cost as a room. But if he actually wanted to check into a room, he needed a physical card.

So while I was on the fence at first, I think this person is 100% right. But more than anything, this is just such awful hospitality. Look, I get a limited service property in Las Vegas might not consider itself to be part of the “hospitality industry,” but think about this for a second.

You have a high tier elite member who performed mobile check-in, had a physical ID, and could pay digitally, and ultimately you denied him a room, so the family (including a small child) ended up sleeping in a car. Even if the hotel has a policy of requiring a physical card, you’d think that sometimes exceptions could be made, both because it’s good business and because it’s part of being a decent person.

When you even have Marriott corporate acknowledging “inconsistency between the advertised amenities and the operational practices you encountered,” but still refusing to do anything, it really sums up the state of Marriott’s approach to service nowadays.

Bottom line

A family was going to stay at a Marriott property in Las Vegas, and completed mobile check-in. However, when they showed up at the hotel, they still needed to present a physical credit card. That’s right, they didn’t accept a mobile payment, credit card authorization form, or anything else, despite the guest having a valid ID.

With no other options, the family ended up having to sleep in a car. If the hotel wants to have a policy of requiring physical credit cards and not actually allowing mobile check-in without stopping at the front desk, that’s fine. But that should also be clearly disclosed. The lack of decency and common sense shown here is pretty staggering, both on the property level, and on the corporate level.

What do you make of this Marriott check-in mess?