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…
In this post:
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?
This situation appears to epitomize Marriott's current lack of interest in providing enhanced customer service. Some Marriotts go the extra mile, but with Marriott's new emphasis on "Owner's first", more properties don't. I have added this hotel to my "no-go" list.
However, sleeping in a car in Las Vegas with a one-year-old during the summer is dangerous and reckless. Why the OP chose this option is incomprehensible. It's time to be proactive and have at...
This situation appears to epitomize Marriott's current lack of interest in providing enhanced customer service. Some Marriotts go the extra mile, but with Marriott's new emphasis on "Owner's first", more properties don't. I have added this hotel to my "no-go" list.
However, sleeping in a car in Las Vegas with a one-year-old during the summer is dangerous and reckless. Why the OP chose this option is incomprehensible. It's time to be proactive and have at least one additional credit card, and for the wife to have a credit card in her own name.
As a Marriott employee I don't work for Element but when a guest uses the mobile check in feature they are only required to provide us a valid I.D and the last 4 digits of that card and we run it. If they request a mobile key and are a repeat guest we run the card on file and send the key before they arrive. First time guest requesting mobile keys are required to stop...
As a Marriott employee I don't work for Element but when a guest uses the mobile check in feature they are only required to provide us a valid I.D and the last 4 digits of that card and we run it. If they request a mobile key and are a repeat guest we run the card on file and send the key before they arrive. First time guest requesting mobile keys are required to stop by the desk to be verified. I just realized I used the mobile check in feature in Arizona and they requested a physical card. So I guess different brands may have different rules but ultimately the situation at hand was insane. If he was capable of filling out a credit card authorization he shouldn't have been denied sometimes its not the brand itself its the person standing there representing the brand.
I think that the problem is most hotels today, are not updated with the growing times of a corporate brand. When the Brand grows and changes thier policies, most hotels have not caught up to that growth. It shows that this brand has a lack of internal reviews of the locations carrying the brand name and following the policies set fourth. We have entered a time of Non-human enter action. Unfortunately when we have less...
I think that the problem is most hotels today, are not updated with the growing times of a corporate brand. When the Brand grows and changes thier policies, most hotels have not caught up to that growth. It shows that this brand has a lack of internal reviews of the locations carrying the brand name and following the policies set fourth. We have entered a time of Non-human enter action. Unfortunately when we have less contact with other people, it creates less compassion, bad customer service. You can tell by some of the comments being left. "The guys should have had two cc" but if we buy into "Apple Pay" or any digital currency, why carry two cars. Which brings it back to updating policy, and training. The hotel industry is "Hospitality" no matter what brand. Corporate and local locations need to do better.
I booked 3 different hotel rooms for my daughter. I live in Las Vegas, and she was visiting NYC.
When she arrived at the 1st hotel in Queens, all the front desk staff requested was the last 4 digits of my CC.
When she arrived for her next stay in N Jersey for 3 nights, no CC was requested.
On her final night in the NYC Financial District, no CC was requested.
I am also a Titanium Elite Lifetime member.
Ben, I would take a different approach in this situation. I recall an article (Travel Weekly I think) where their attorneys discussed the legal aspects of making a reservation using a credit card, as I assume your follower did in this case.
My understanding is that booking a room and providing a credit card as a guarantee, forms a legal contract between you and the hotel. If you do not turn up the hotel can...
Ben, I would take a different approach in this situation. I recall an article (Travel Weekly I think) where their attorneys discussed the legal aspects of making a reservation using a credit card, as I assume your follower did in this case.
My understanding is that booking a room and providing a credit card as a guarantee, forms a legal contract between you and the hotel. If you do not turn up the hotel can then charge your credit card for one nights stay. Conversely, if the hotel does not provide you the room that forms part of your contract with the hotel, they are in breach of that contract and you can sue them in the courts for damages.
The hotel does not need a physical credit card in order to charge for the room, it is already pre-authorized, and as the guest had ID, there was no LEGAL justification for not letting them stay the night. No doubt the hotel would claim that it was not their *policy* to allow this. From a contractual perspective I doubt that is true; *policies* do not usurp contract law, however much hotel management teams would like to think they do!
My suggestion would be to write a letter to hotel, marked for the attention of their legal department, sent certified mail, threatening to sue for the cost of the room and damages, say a few hundred dollars, for having to spend a night in the car, due to the hotels breach of contract. In the letter state that they have 15 days to respond or you will take them to court.
An extra thought is that the hotel might claim you have to use their arbitration. If you use the small claims court this is generally not true. Many courts have held that an arbitration clause in their contracts cannot be used to prevent a claim via the small claims process.
It might also be helpful to note that courts will not allow a contract that is so grossly unfair or one-sided that it "shocks the conscience", i.e. it is unconscionable. In this case the traveler had a means of payment, it is highly unlikely that a court would accept a claim from the hotel that "it is against our policy to allow someone to stay the night if they do not have a physical credit card", especially when later events show they are only to happy to accept a digital one.
I expect once the hotel's legal team realizes you are serious, they will offer a compensation package.
I trust your followers will find these suggestions helpful.
Yes, Mr. Sanchex has the right idea. The whole world used National Identity cards as the official domestic ID. This would solve the immigration problem and the voting problem. Similarly with weapon's purchases. Maybe we need another 2 generations, 50 years before it becomes a Federal regulation.
It should be noted that ALL AMERICAN problems would be solved, if we had a "National Identity Card".
I driver's licence, is just that. Show you have taken a driving proficiency test. IT IS NOT AN ID!
I have come to believe that new new American norm (USA) is lying, which carries through marketing, and of course the judicial system.
Never have to present a card at Hilton when I use mobile check in. Just head straight to the room no stopping at the desk. Sounds like Marriott customer service issue.
I’ve encountered the same at almost every Marriott/ Bonvoy product. They’ve all shown no contact digital check in. But I never get the digital key until I check in at the counter and they always required the physical card. Luckily, I’ve always had it on me and never turned away.
Marriott definitely seems wrong on this, but they chose to sleep in the car.
I'm sort of old school. I don't rely on apps or digital cc. Too many things can go wrong. Many of the other comments made sense; go to another hotel.
I tried, really tried, to see both sides...but, no I cannot appreciate, support or understand this type of crap from Marriott!!! OMG. Are we not in an age of digital payments EVERYWHERE? I have several cards loaded into my Samsung phone that work just the same as a physical card. This seems like a dinosaur property that everyone should steer clear from. And Corporate's response and attitude was a joke!!! This needs to be highlighted...
I tried, really tried, to see both sides...but, no I cannot appreciate, support or understand this type of crap from Marriott!!! OMG. Are we not in an age of digital payments EVERYWHERE? I have several cards loaded into my Samsung phone that work just the same as a physical card. This seems like a dinosaur property that everyone should steer clear from. And Corporate's response and attitude was a joke!!! This needs to be highlighted for all to see. Marriott has been my preferred brand for a while, but they are so losing their shine with stuff like this. If you want your brand to shine, you (Corporate) must fix things otherwise, customers will take the money somewhere else (and use their mobile card).
That option should not have been offered, just for that reason alone. That family should not have had to sleep in their vehicle. What is the point of offering that option, if it's causing a problem. I hope these people were giving their money back some type of compensation? Customer service has went down the drain. The saying that "the customer is always right", is not true in this matter.
Though I believe this situation was mishandled by the front desk staff, I can see both sides. My questions are simple: who doesn't travel with more than one credit card these days? Knowing her husband's issues, why wasn't the wife prepared? Why, good heavens, would you subject your wife and young child to sleeping in your car; it was uncomfortable, but also highly unsafe! Just go to another hotel for the night that would accept...
Though I believe this situation was mishandled by the front desk staff, I can see both sides. My questions are simple: who doesn't travel with more than one credit card these days? Knowing her husband's issues, why wasn't the wife prepared? Why, good heavens, would you subject your wife and young child to sleeping in your car; it was uncomfortable, but also highly unsafe! Just go to another hotel for the night that would accept your ApplePay credit card! My questions for Marriott (and I am a loyal Elite Titanium Bonvoy member), was there no compromise to be found, surely the manager on duty was approached for a solution? How could you allow a woman and her toddler to sleep in a car overnight...where's the compassion? Bottom line, two wrongs still don't make a right...shame on both of you.
Yes, it's true that the Marriott App didn't function as it was supposed to. However, who travels, especially with a wife and young child, without multiple forms of payment on hand?
What 8f some charge hd wasn't expecting hit the account attached to his Marriott and Apple Apps? It would be the same net affect, the card wouldn't work. Why would you only have Apple Pay with you on a trip? What if your...
Yes, it's true that the Marriott App didn't function as it was supposed to. However, who travels, especially with a wife and young child, without multiple forms of payment on hand?
What 8f some charge hd wasn't expecting hit the account attached to his Marriott and Apple Apps? It would be the same net affect, the card wouldn't work. Why would you only have Apple Pay with you on a trip? What if your phone has a problem or you lose it?
How did he obtain that status with Marriott and not have a different number to call for assistance?
To have that status, he must travel quite frequently, why couldn't he use points?
This entire situation is fishy. I feel bad for him and his family, but he sounds like a really irresponsible person.
If he didn't have a credit card, how could he and his family book a room at another hotel? If he had cash, I think he would have gone ahead and paid for the room he had booked. Some comments that offer "suggestions" are not realistic.
10 years ago when I traveled every week, I saw a consistent difference between how Marriott and Hilton managed customer service problems.
Marriott empowered their on-site managers to use their critical thinking skills to resolve issues like this - they made exceptions to the rules when needed.
Hilton was strictly by-the-book with no exceptions. Period. Don't even get me started. . . .
in the evening when we gathered in the lounge, we shared stories...
10 years ago when I traveled every week, I saw a consistent difference between how Marriott and Hilton managed customer service problems.
Marriott empowered their on-site managers to use their critical thinking skills to resolve issues like this - they made exceptions to the rules when needed.
Hilton was strictly by-the-book with no exceptions. Period. Don't even get me started. . . .
in the evening when we gathered in the lounge, we shared stories of road warrior life.
Someone always had a hotel experience like the Las Vegas situation. Inevitably, another would stay "Bet it was a Hilton, right?"
Sadly, times have changed and Marriott is now exactly like Hilton when it comes to customer service issues.
Independent thinking is to be avoided.
The rules are what counts.
Addendum to desk clerks sentence.: while the desk clerk is sleeping in his car the family shall receive 5 wonderful nights in the presidential suite all expenses paid by mariot corporate and ex advertising and promotional agency
The hotel check in clerk shal be sentenced to sleep in his car one night for each adult and 3 nights for the child for a total of five nights sleeping in his car with no shower or entertainment. And be shook down police and made to move his vehicle at least every other night. Any tickets from police shall NOT be paid my his employer as he alone is the richard cranium who needs...
The hotel check in clerk shal be sentenced to sleep in his car one night for each adult and 3 nights for the child for a total of five nights sleeping in his car with no shower or entertainment. And be shook down police and made to move his vehicle at least every other night. Any tickets from police shall NOT be paid my his employer as he alone is the richard cranium who needs to learn some morals and gain some human to human so I'll skills and compassion. The decision he made is ultimately the fault of his parents as he was obviously not brought up right to impose this brutal sentence upon a three year old child with parents.
If I lived in Vegas I'd go kick his ass.
I can promise you. Anyone I know including myself will never patronize a Marriott hotel because of how they treated this family. They should be ashamed but they won't because obviously don't care.
Ah ...poor little Richard's. Been better if the police roled up and shook them down , searched their vehicle and left all their stuff in a pile with interior car parts too then let the ca inexpensive dope dog crawl around in their car then gVe them a ticket for camping on a city street then walked away leaving them to reassemble their vehicle and repack their belongings because the police e do not have...
Ah ...poor little Richard's. Been better if the police roled up and shook them down , searched their vehicle and left all their stuff in a pile with interior car parts too then let the ca inexpensive dope dog crawl around in their car then gVe them a ticket for camping on a city street then walked away leaving them to reassemble their vehicle and repack their belongings because the police e do not have the responsibility to put it back after a search it doesn't matter if they found any thing illegal or not. And they feel they had a hard night. Police e have absolute power nowadays and nobody keeps eye on them they commonly lie in their reports to make the in ident appear worse than it was and if there are 2 officers they can say anything they want as they sit down together and compose there reports so the lies will match tomatoes how absurd the judge views 2 officers statements as the gospel chiseled in stone.
Hard to believe that this seasoned traveler had zero physical credit cards in his possession. Also, given his status with Marriott, hard to believe that he did not have enough points to pay for the room. Also, difficult to believe that his wife did not have a physical credit card in her possession either. Finally, Las Vegas is full of hotels. Why would you sleep in your car? Finally, were in in Vegas without cash...
Hard to believe that this seasoned traveler had zero physical credit cards in his possession. Also, given his status with Marriott, hard to believe that he did not have enough points to pay for the room. Also, difficult to believe that his wife did not have a physical credit card in her possession either. Finally, Las Vegas is full of hotels. Why would you sleep in your car? Finally, were in in Vegas without cash to pay for a night in a hotel? Something just does not add up.
Why wouldn't you just book a room at the nearest Hampton Inn instead, where you can fully check in online?
I'm not "titanium elite" with Marriott, I'm merely Platinum, and Hilton Gold, but even so I know that Marriott requires face to face front desk check ins at nearly every property.
The idea that you had to sleep in your CAR in the most hotel-dense city on the planet is nearly unbelievable.
American Express could probably have helped here. I've encountered folks checking into hotels overseas who forgot their Card, a quick call to Amex solved the immediate checkin issue and another Card arrives promptly.
I wonder if this family got charged as a no-show.
Honestly all of us miss the SPG branding. AMEX credit card and the amazing hotels. Marriott has destroyed everything. Canceled all my CCs with them after hearing this tragedy. What a mess.
I had this happen in Baltimore the night before a important Dr's appt. I live almost 3 hours away and this was a specialist that I had to see. The Hospital recommended MARRIOTT and a special deal if you were being seen. Had online reservations for 3 months from when the appt was made. In the meantime my card was compromised and even though my new card was still from the same bank with my...
I had this happen in Baltimore the night before a important Dr's appt. I live almost 3 hours away and this was a specialist that I had to see. The Hospital recommended MARRIOTT and a special deal if you were being seen. Had online reservations for 3 months from when the appt was made. In the meantime my card was compromised and even though my new card was still from the same bank with my name, my ID was valid they would not except that card as payment or honor the discount for the hospital stay. Thank God we didn't have to sleep in our car that night but it was a close thing. Called MARRIOT corporate....crickets. Will NEVER ever stay at a MARRIOTT again.
Wife didn’t have a card? Of any type? While I would be upset I left my card at home i always bring backups for “just in case” what if this was a stolen phone that for whatever reason was unlocked.
Not her name on the reservation opens up another can of worms. I totally agree with the poster,if it happened to me, that would be the last time me or any of my family stayed at any Marriott
They couldn't sleep in a different hotel probably because every hotel requires a physical credit card to check in. Not just Marriott.
That's not true.
I have a couple of items with this article.
I have the same question as Ni that there were no other hotels in LV?
I also have lost/had stolen my credit card and after calling the credit card company they contacted the hotel and some how guarantied the charge so I was able to check-in without the physical card..
Our family just returned from a trip to California LAX and stayed at a Courtyard by Marriott we did the online check-in and when we arrived at the hotel to check in to get our room keys our reservation mysteriously disappeared the hotel didn't care we called the 800 number they have no idea how the reservation got canceled and nobody was taking responsibility I was more upset at the lack of empathy that any...
Our family just returned from a trip to California LAX and stayed at a Courtyard by Marriott we did the online check-in and when we arrived at the hotel to check in to get our room keys our reservation mysteriously disappeared the hotel didn't care we called the 800 number they have no idea how the reservation got canceled and nobody was taking responsibility I was more upset at the lack of empathy that any of the employees at the hotel had or at the 800 number no one knows how it happened but I can guarantee you this it'll be the last time I ever stay at a Marriott Hotel. The actual manager at the hotel redid a new reservation for us and instead of giving us the same price he overcharged us even though he told us it would be the same price we were charged $70 more than the original reservation pretty shady to me never had this happen at a Comfort Suites
I used mobile check-in once. When I found that I needed to stop at the desk first, I thought the whole reason for using it was lost. I still had to wait in line and I still had to present my ID and CC. Then, my phone was unable to open the door late one evening. And I had to go back down to the lobby to get the standard plastic card. I was told...
I used mobile check-in once. When I found that I needed to stop at the desk first, I thought the whole reason for using it was lost. I still had to wait in line and I still had to present my ID and CC. Then, my phone was unable to open the door late one evening. And I had to go back down to the lobby to get the standard plastic card. I was told "... this happens sometimes."
I recently stayed at a Marriott Courtyard ($300/night in Harrisburg, PA - seriously!?) and the associate checking me in asked why I was not using mobile check-in. I responded that its more of a hassle than using the standard plastic card so I no longer use it.
And now, reading this article means that I will continue to not use mobile check-in. And the service at Marriott is getting worse and worse. If I wasn't so invested in it (points accumulated), I'd high tail it out of there. But they hooked me so here I am. I have talked to others who stay at one of the other two major brands and they tell me they all stink now. Sad that service doesn't matter much anymore.
I do believe I will bypass Marriott lost a customer and will burn my card
The amount of ableism in these comments is disappointing, but not surprising.
shame on Marriot!! and report it to whoever governs hotels in Nevada, thats clearly deceptive practices from corporate and proprerty staff
I think it is time the American people do to Marriott what they done to Disney when it attempted to remove the Jimmy Kimmel show. We need to "Boycott Marriott" as well.
Once they lose $8M dollars over a weekend like Disney then they too will get their act together!!!
This behavior was UNACCEPTABLE Marriott!!!
Marriott was totally in the wrong. The least the hotel manager could have done is notify his/her superior for permission to bend the rules. Making a family sleep overnight in a car is unacceptable. And corporate should have apologized and offered some kind of comp.
I used to cover tourism for two major newspapers on the East Coast. I have knowledge about policy in the hospitality business.
Thank you for sharing this. I...
Marriott was totally in the wrong. The least the hotel manager could have done is notify his/her superior for permission to bend the rules. Making a family sleep overnight in a car is unacceptable. And corporate should have apologized and offered some kind of comp.
I used to cover tourism for two major newspapers on the East Coast. I have knowledge about policy in the hospitality business.
Thank you for sharing this. I am determined to never stay at Marriott again. And I'm going to tell everyone l know not to.
The fact that they acknowledge(in writing! the discrepancy is enough, in my mind, to take them to small claims court for false advertising.
In addition, if he had no form of identification and/ or other way to pay for his reservation, then I could understand the hotels view a little more , to a certain point. What really bothers me is that this hotel refused payment and refused to provide promised services to a...
The fact that they acknowledge(in writing! the discrepancy is enough, in my mind, to take them to small claims court for false advertising.
In addition, if he had no form of identification and/ or other way to pay for his reservation, then I could understand the hotels view a little more , to a certain point. What really bothers me is that this hotel refused payment and refused to provide promised services to a family, including their 3 year old child (I would presume they new there was a child based under reservations made), and most likely other hotels nearby were booked, forcing his family to sleep in their car. Marriott, your customer service is continuing to deteriorate
WOW, ABSURD! i have a soft spot for Marriott. And that's where I try to stay wherever I go. After reading about this family's experience, I am going to have to rethink my hotel reservations. REGARDLESS of their corporate policies, they could have bent the rule. What the heck happened to the meaning of HOSPITALITY! That is just pitiful. At this point, at least offer the man comp room nights or something. And I agree, he should file a suit.
Came here for the mindless outrage and the comments did not disappoint. Thanks to this article I will ONLY stay at Marriot properties. Click-bait article.
I truly love the drama and irrelevant details like TBI, PTSD, HIM forcing his family to sleep in a car (if that is even factual). Literally could have been taken care of by using an alternate card and address the issue later or stay at any one of the...
Came here for the mindless outrage and the comments did not disappoint. Thanks to this article I will ONLY stay at Marriot properties. Click-bait article.
I truly love the drama and irrelevant details like TBI, PTSD, HIM forcing his family to sleep in a car (if that is even factual). Literally could have been taken care of by using an alternate card and address the issue later or stay at any one of the other 277 hotels in Las Vegas. But nope, this guy decides he’s going to really stick it to “them” (but really just his family) and pick this molehill to die on.
He tried to pay with alternative methods and provide photo identification, and they still refused to keep his reservation.
You missed the point. It has nothing to do with him "picking that molehill to die on" and everything to do with Marriot admitting the advertising was misleading and not only blowing him off but continuing to advertise it.
Personally, I always check in at the desk and get a key card. I never put a digital key on my phone. Perhaps it has to do with my working with computers since 1967 and I know how easy it is to misprogram the buggers.
Shame, shame on Marriott! I guess I will never be staying at a Marriott run facility. Boy, oh boy are they far and wide from making any exceptions in this case where the man forgot to pick up his credit card. Looks like Marriott needs to take compassion for the individuals facing a crisis during a trying time!!!
I would file a civil suit against Marriott in Vegas. Sometimes you have to hit businesses where it Hurts (money). I would request maximum amount of money when he sues them. Secondly, I would report them to BBB. Third, I would get on social media and do a great job of bashing the Marriott in Vegas. Did the person get a refund of their money since contract if room was voided? In other words, I would raise hell and I'm like a dog with a bone.
I stay @ a lot of Marriott Properties & I do Mobile Check In & yes I have to go to the desk & present Card used to book reservation & my ID to receive physical room key & you can also use your phone to unlock door once on the actual property
But I always get physical card just in case things are not working as they should
Then what is the point of mobile check in?
I won't be using Marriott properties since 5hey do not value their guests only our money!
This is 100% false advertising and after reading this i will no longer stay at thus hotel chain and if I had to sleep in my car with a small child in VEGAS, I would definitely look into filing a lawsuit. That's the only way these corporate places wake up and realize they can't advertise one thing and then do another!
Sir you should have gone there the traumatic brain injury and the ADHD were partially the legion why this man used the digital app to make the reservations and pay for the reservation and the room at the Marriott in Las Vegas. There was an issue even without the control of Protection that wanted a possible waiver of the policy, and that was the fact that he had he had an organic condition which made...
Sir you should have gone there the traumatic brain injury and the ADHD were partially the legion why this man used the digital app to make the reservations and pay for the reservation and the room at the Marriott in Las Vegas. There was an issue even without the control of Protection that wanted a possible waiver of the policy, and that was the fact that he had he had an organic condition which made it very, quite possible that he could’ve forgotten or misplaced the credit card by purely by accident. So Mr. the reporter you should’ve looked into also the American With Disabilities act. So it was your mistake Mr. reporter to not even go there about the brain injury.
Why not check in with another credit card and then fix the problem when returning home? I had the exact same problem a few years ago. I left my Marriot card at home. So we paid with my Amex Platinum for two nights, and the hotel later credited me back once I sent them a picture of my card. Sleeping in the car seems a bit dramatic, unless the entire town was booked to capacity.
The whole problem with that is his health issues. He was wanting to avoid all the front desk issues in relation to his problems. To turn away someone with a small child to sleep in their vehicle is pathetic and shows no empathy for their customers. It really is all about the money. Screw customer service. As to using another credit card, maybe he didn't have another one. Maybe he couldn't afford another charge when...
The whole problem with that is his health issues. He was wanting to avoid all the front desk issues in relation to his problems. To turn away someone with a small child to sleep in their vehicle is pathetic and shows no empathy for their customers. It really is all about the money. Screw customer service. As to using another credit card, maybe he didn't have another one. Maybe he couldn't afford another charge when he is waiting for refund from Marriott he may or may not get.
Some people only have one credit card. He tried to use other ways to pay (Apple pay) and provided photo id, and they still refused to honor his reservation
Did his wife have a traumatic brain injury too? If so, and neither of them had a single physical credit card between either of them, perhaps protective services needs to know their child has two braindead moron parents
I have steadily been losing faith in Marriott for situations like this and many others.
Sounds to me like they were sold out and needed to bump some folks. They simply found a convenient excuse here.
Well, I will stay away from any Marriott properties/brands from now on. If they will not honor a written policy and corporate upholds the decision, IMO that is false advertising. I can only assume the property was oversold since if the traveler had a physical card with him, there should have been an unoccupied room. I have a feeling even with a card he would have been turned away. And the property would be responsible...
Well, I will stay away from any Marriott properties/brands from now on. If they will not honor a written policy and corporate upholds the decision, IMO that is false advertising. I can only assume the property was oversold since if the traveler had a physical card with him, there should have been an unoccupied room. I have a feeling even with a card he would have been turned away. And the property would be responsible to find him another comparable room and reimburse him. Way to go Marriott, you've taught us how to say big corporation greed without saying you're greedy.
It's probably more to do with credit card holds. Every bar I go to requires a physical card to open a tab. I can tap to pay a single transaction, but not to run a tab.
State u still need a physical card to check in
I am not surprised at all this happened! It is a known fact that Marriott advertises mobile chek-in, but still requires a visit to front desk. This is standard for every Marriott I've ever stayed at ANYWHERE!
File a consumer complaint for false advertising! A good old class action suit should straighten them out!
Marriott will gladly sell you anything online without a physical card, up to your card limits. Including items at their shops. Food, a Rolex, you name it. This was absolutely ridiculous. Very traumatizing to a family with children, away from home with no place to go. I'd take legal action.
Shame on Marriott. This is horrible customer service. There’s many options to retreat to before you allow a family to sleep in the car in Las Vegas heat. What’s the point of mobile check in ( which has NEVER worked btw) or Apple Pay if you refuse to honor either ?
I always use mobile check-in and I Still always have to present a.physical card. And that's even though, most of the time, I am paying for my room with Marriott points, so it is literally already paid for. They say it's for incidentals. Also, nine times out of 10 they haven't even blocked off a room for me, so I have to wait for them to assign my room and I have very specific requests...
I always use mobile check-in and I Still always have to present a.physical card. And that's even though, most of the time, I am paying for my room with Marriott points, so it is literally already paid for. They say it's for incidentals. Also, nine times out of 10 they haven't even blocked off a room for me, so I have to wait for them to assign my room and I have very specific requests because my wife has Mobility issues so it's rather important I have the room I need.
I’ll never stay at Marriott again! The most deplorable customer service ever! Failure to even meet the family half-way was a huge MISS! Suppose this family needed a room ,and not their car,for medical reasons??? Many of us rely on the electricity and water and of course a/c in the Vegas heat.
Again, I’ll never stay there again!
Aside from the issues they had, could he have gone to another hotel for however long they were staying instead of sleeping in the car? It’s Vegas their hotels are open pretty much anytime depending on.
My guess is that all the other hotels we booked or way more expensive . He did say he was trying many ways to get a room
I left when Marriott took over Starwood.. case in point.. sad for the family..
Marriot was definitely in the WRONG here. BUT what am I missing???... It's Las Vegas, there are THOUSANDS of other hotel rooms there. Stay ELSEWHERE rather than sleeping in your car and give the bill to Mariott.
Budget, accessibility, and furthermore, there's no guarantee that Marriott would foot the bill. It's the moral thing to do, but it's not necessarily legally required.
I agree and will think twice before staying at any Marriott.
Looks like the Marriott "good show" model failed.
There are many other Highly Rated Hotels to stay at Ditch this one FAST
If he has difficulty keeping track of his physical card, he has the option of adding his wife as an authorized signature and with her valid ID and her physical card, she can check them in.
Thank you! That's what I'm thinking..if someone in your partnership has issues forgetting things than the other partner should be taking care of those things or atleast holding on to your important items. Teamwork people! That's what a relationship is
Hilton and Hyatt have a mobile check in system. Marriott continues to lie that you can do mobile check in as every single marriott hotel ive stayed at (over 50 annually on average) not a single one enables mobile check in/mobile key without making you go to the front desk first. They should get rid of it as on offering as it is simply not true.
Common sense should always trump policy but in reality it usually goes the other way. Many industries have gotten too a point where they have a policy to read a policy and once that happens common sense is lost.
but they’ll gladly charge that non present card their no show fee. smh.
Misrepresenting a feature in advertising is illegal and can be a crime, although it is often handled as a civil matter rather than a criminal one in the United States. Both state and federal laws, like the FTC Act and the Lanham Act, prohibit false, misleading, or deceptive advertising. However, this is distinct from lawful "puffery," which includes exaggerated, subjective claims that a reasonable person wouldn't take as literal truth. What happened to empathy?
I believe Marriot is totally at fault and my wife and I will research all Marriot properties and put do not stay on our phones and not spend and of our monies on any product advertised by or for Marriot.
Frederick J and M. Margaret Beyne
Indianapolis
Don't stay at Marriot
I can tap and pay at BMW to pay a down payment but not at the Marriott that’s is crazy so sorry they had to sleep in car if I was there I would have paid for there stay
Out of kindness that is what Jesus would have did I’m never supporting a business that treat man kind in this way
1) The hotel, or Marriott itself, should have found a way to make it right for this particular cusomer
2) Hotels, especially in particular states (California is one, so I am guessing Nevada is another based on proximity) deal with all kinds of fraud attempts, including digital wallet fraud. As a result, hotels have implemented these kinds of rules (must have a physical card, must have ID, etc) in order to combat fraud. In this...
1) The hotel, or Marriott itself, should have found a way to make it right for this particular cusomer
2) Hotels, especially in particular states (California is one, so I am guessing Nevada is another based on proximity) deal with all kinds of fraud attempts, including digital wallet fraud. As a result, hotels have implemented these kinds of rules (must have a physical card, must have ID, etc) in order to combat fraud. In this case, the policy of the local hotel and local hotel management company are more important than any claimed policy by the brand.
3) As a traveler, you must have backup options, enough cash or credit to cover emergencies, etc. I recall stories of people having to sleep in airports because they don't have enough cash to book a hotel in the case of weather related flight hotels, for example. You have to carry a card, cash, etc to deal with unexpected emergencies when traveling.
I’m curious if the hotel ended up billing the card on file for not checking in under the reservation….
I had a similar issue at a courtyard when using points. Luckily I had a different credit card to swipe because I didn’t have my bonvoy one with me as it is not my primary card, and there was no charge for the room that night.
The exact same thing happened to me with Avis car rental !!!
It doesn't even add up. The entire family and no one has a physical credit card for security deposit??? Also, if a person is forgetful, he or she can always have methods to ensure they have their cards with them. Wear a lanyard with card holders for example. Or ask spouse to help out.... many methods. Mobile check out has been around for a while, but if you stay at Marriott, you know its not worth the hype, so I always stick with just going to the front desk.
My husband and I frequently stay at Marriott and also see this all the time. Our first experience with it was very frustrating and confusing.
The app says you can do mobile check-in but in reality you CAN’T use your mobile to check in and get a digital key. The wording and process makes it seem like you can bypass the front desk, check in on your mobile, get a digital key and go...
My husband and I frequently stay at Marriott and also see this all the time. Our first experience with it was very frustrating and confusing.
The app says you can do mobile check-in but in reality you CAN’T use your mobile to check in and get a digital key. The wording and process makes it seem like you can bypass the front desk, check in on your mobile, get a digital key and go straight to your room. But that is not the case.
You can only check in with the app to TEMPORARILY hold the room. You still have to go to the front desk with a physical ID and physical credit card to get your room key (digital or physical). Which you don’t find out until you start the check in process on the app.
The first time I did that I thought there was an app error because I believed that I could check in with my mobile app and get a digital key like it claimed. When I went to the front desk and said something must be wrong with the app, they went along with it and just asked for a physical card and ID. No staff ever told me that’s just what you have to do… I just figured it out after my second stay with the same experience.
Also, in my experience with Marriott, it applies to all properties. No matter where we were in the country or what property, we always have had to go to the front desk with a physical card to actually get a key (physical or digital).
Even though the app touts mobile check-in and digital keys.
So, I agree that it feels like a deceptive practice and was super stressful the first time I checked in to a property because I accidentally left the card I used to book at home and asked to use my tap pay with that same card but I was refused. Thankfully, my husband had his physical card with him.
They need to update the language to say that guests can book stays on their mobile device and TEMPORARILY check-in on a mobile device to secure your room.
They should also clarify that all guests must check in at the front desk and present a government issued ID and physical credit card in order to be issued a room key (digital or physical) at all.
You might be able to check in with the mobile app, get a digital key with the mobile app - but it WILL NOT WORK until you go to the front desk with an ID and physical credit card.
Wow. I’m not a regular reader here, but I’m blown away by the fact that about a third of the comments take a blame-the-victim mentality and/or display a taste for corporate boot-leather. Is this typical among your readership?
See, Bob, that's not the issue here. The issue is that a lot of us who travel frequently, as the poor brain-damaged person in question claims to by dint of being Titanium Elite, see a bunch of red flags in this story that don't add up.
More and more I am losing trust with Martiott.
I was in NC and used Marriott in Raleigh only to find no maid service on wkds when it's needed the most. Very little amenities. The key card sometimes work. The refrigerator does not work. The balcony door lock is stuck in the lock position and even the coffee and ice bucket station is incomplete.
Marriott is slipping badly.
Ever wonder why tourism is down in Vegas?
Absolutely abhorrent of Marriott to do that and double down and not correct their advertising. They have poor customer service and endangered the well being of a child by basically being jerks.
He is in the wrong. Simple. Why didn’t his wife have a card?
no, he was not. if the physical card needs to be presented on arrival for a "basically prepaid" room, it should have been clearly stated in reservation. id and rez number should be enough. he needs to put his experience with them on public display: bbb, marriot website, fb, and inform local tv stations' consumer rights reporters' desk. corp optics are everything to them. just sayin'
Bob Pope; no, he was not. if the physical card needs to be presented on arrival for a "basically prepaid" room, it should have been clearly stated in reservation. id and rez number should be enough. he needs to put his experience with them on public display: bbb, marriot website, fb, and inform local tv stations' consumer rights reporters' desk. corp optics are everything to them. just sayin'
The whole situation is mind-blowing. I feel nothing but empathy for the traveler and his family. His concern and stance is entirely valid, and Marriott failed miserably. Even, if you put aside the inane policy of the specific property, the lack of clear communication about the policy, and a complete guest service failure by the operations team, you are still left with cold corporate greed.
Sure, Marriott can always play the "franchise operator card," but...
The whole situation is mind-blowing. I feel nothing but empathy for the traveler and his family. His concern and stance is entirely valid, and Marriott failed miserably. Even, if you put aside the inane policy of the specific property, the lack of clear communication about the policy, and a complete guest service failure by the operations team, you are still left with cold corporate greed.
Sure, Marriott can always play the "franchise operator card," but this doesn't resolve the issue nor mitigate the service failure. A hotel, flying a "Marriott" flag, did not deliver the most essential part of a confirmed reservation. Whether this was in adherence to a conspicuously unclear policy, is moot.
Marriott has a responsibility as a brand, to take ownership over such guest service failures. Judging by the traveler's clear and rational communications, I doubt we would even be discussing this if Marriott had made an effort to do so.
I certainly agree with the guest and the author on all aspects of this situation.
Moreover, I think it is important to challenge the corporate leaders of hospitality to become better. Instead of companies taking a defensive stance when concerns are communicated, incidents like these should be regarded as added opportunities to be the best in the industry.
Marriott should be forced into bankruptcy
He should receive a full refund and complimentary stay at any Marriott property.
Very disappointed in this situation and Marriott. I definitely will not be visiting any Marriott properties for this unfortunate lack of accountability!
Marriot is and always has been Mormon owned. Mormonism is a business cult masquerading as religion .. so it’s endemic BS.
How was this article and most comments missing the most important factor here: this was bought with Apple Pay, a service that is entirely digital at its core. The hotel should have accepted an in-person tap-to-pay from his Apple Wallet to confirm his card if need be.
173 countries; every US State; every country in the Americas; and every country in Europe under my belt, I have made it a point of avoiding Marriott properties as much as possible. I found commonsense, consideration, empathy, and overall customer care to be much below that of most other brands. They are near my last resort.
I would have camped out in the hotel lobby. Or parked my car right in front of the door for safety.
As someone that works in the hotel industry, I can attest to the growing trend in credit card charge backs on digital check ins. Unfortunately, there are unscrupulous individuals that are utilizing digital check ins and then disputing the charges with their credit card company and because the card wasn't actually scanned at the property the credit card companies are reversing the credit card charge. So to combat the liss hotels are requiring credit cards be scanned.
What was the customer's race ???
Garbage treatment by the hotel. Mariot will never get my business
I agree, the entire thing stinks of poor business management. However, with that said, my wife and I both have credit cards for the same reason as this gentleman. I'm very forgetful. Did the wife not have an acceptable credit card? While Management is obviously in the wrong, this 77yr old thinks they should have been better prepared. Maybe next time
Was this traveler still charged for the cost of the room that the Marriott refused to allow him to check into? Many reservations become nonrefundable by the time one would be checking in.
excellent point. in the real world, it makes perfect sense to not charge or fully refund guest's card payment if the change went through. seems marriott lives in that corporate realm in the sky. the spurned guest deserves a voucher for a free all-included accommodations at any the marriott property of guest's choice
Although I doubt after this experience they'd want to ever stay at Mariott again.
I've had similar situations come up with digital check-in and every time, the front desk would clear me to check-in as long as I could provide ID and verify the card info on file. Since I carry the card digitally in my cell wallet and have all of the info in my 1Password vault...I can always verify. Still, I've questioned this policy as well. What is the point of having a credit card on file...
I've had similar situations come up with digital check-in and every time, the front desk would clear me to check-in as long as I could provide ID and verify the card info on file. Since I carry the card digitally in my cell wallet and have all of the info in my 1Password vault...I can always verify. Still, I've questioned this policy as well. What is the point of having a credit card on file and mobile check-in if you're just going to force the client to produce the card at the front desk? It seems to be that if their mobile app is secure why wouldn't the online check-in be secure? Marriott should get their act together.
Whole thing comes to being able to charge the room. This reason for physical card.
No card, no service.
It is all about controll also.
Okay so a few issues with this:
1- if you had used mobile check-in, you wouldn't be at the front desk talking to a person to be denied check-in.
2- mobile wallets provide anonymous card information to vendors, there is no way to see the fault name and card number of a card saved in a digital wallet, as such no way to verify ownership.
3- slept in the car in Nevada,...
Okay so a few issues with this:
1- if you had used mobile check-in, you wouldn't be at the front desk talking to a person to be denied check-in.
2- mobile wallets provide anonymous card information to vendors, there is no way to see the fault name and card number of a card saved in a digital wallet, as such no way to verify ownership.
3- slept in the car in Nevada, one of the most hotel dense states, shows severely impaired logical reasoning
4- I had no way want to make light of someone's injuries, but this feels like someone who was overwhelmed and confused and failed to follow basic hotel policies
They weren't able to use mobile check-in, hence why they had to visit the desk.
he would still have to stop at the desk to acquire the room key card/access code/key
Getting overwhelmed and confused are *literally* characteristics of ADHD and traumatic brain injury patients.
Will be using Hilton next time
I recently had a very poorly handled, "we really don't care about our customers anymore...jusy pay us and leave" experience involving Royalton 'CHIC' Punta Cana/Antigua which is ran and owned by Marriott!! It is simply horrible the attitudes of corporations nowadays. Its as if we owed them something for the molded room, non existent Butler service, unavailable Premium alcohol and LIES that the management team told us up until the day we checked out!!! I...
I recently had a very poorly handled, "we really don't care about our customers anymore...jusy pay us and leave" experience involving Royalton 'CHIC' Punta Cana/Antigua which is ran and owned by Marriott!! It is simply horrible the attitudes of corporations nowadays. Its as if we owed them something for the molded room, non existent Butler service, unavailable Premium alcohol and LIES that the management team told us up until the day we checked out!!! I have never experienced ANYTHING like this!!! SHAME ON MARRIOTT
The weird thing. Is Marriott properties. Now. Allow you to tap, so why was the guest not able to check in using his digital credit card. Titanium means that you’re spending lots of money staying in the properties. 75 nights a year. At least as a pretty quickly, especially for a small family. And maybe they had only one income, so they are a spend a lot of money at a hotel only to have the door shut in their face. As a Titanium elite guest myself. This is baffling.
I am cancelling Marriott because of this along with their credit card. I have choices as a consumer. Hilton doesn't see to have these issues.
Yea!!! Sorry but, its because they have standards and have Employee/Union involvment. They actually try to listen to the employees input!!!
Actually, as a longtime Hilton Golf member and a lifetime Titanium member, I can unequivocally tell you Hilton has the same issue. In addition, Ive often found Hilton's digital key to be quirky if it works or not dependent on the hotel. In some cases, the keys simply doesn't work or parts of the hotel seem inaccessible to the key. In the end, the only reason I invested more in the Marriott member program is...
Actually, as a longtime Hilton Golf member and a lifetime Titanium member, I can unequivocally tell you Hilton has the same issue. In addition, Ive often found Hilton's digital key to be quirky if it works or not dependent on the hotel. In some cases, the keys simply doesn't work or parts of the hotel seem inaccessible to the key. In the end, the only reason I invested more in the Marriott member program is their point accumulation and utilization ease was far better than Hilton.
While I certainly sympathize with this particular family and the situation they were put in, as a single person without children I would be more than happy to sleep in my car rather ever giving a single penny to an organization like that.
Uh, duh, we're there not other hotels in the area that you could have stayed in?? What kind of idiot husband and father would make every one sleep in their car??
I wonder if it was because they were still charging his card, but now as a no show.
Probably didn't have enough left after paying for the hotel they couldn't use.
Marriott continues to abuse loyal customers. I am platinum elite for life and am switching my booking to Hilton. Marriott is not what it used to be.
Isn't Marriott under the Hilton umbrella?
You can't make this up, this makes zero sense. 20th century rules for the digital 21st century. Do they still have to use the credit card receipts where you had to press down to make it through the layers of ink paper? I hope he got the yellow copy, that's his receipt (the pink one is Marriott's). Lol.
Marriott is wrong . Period. And this impacts where I will stay in the future. If I have a choice it won’t be here. Guest is right. We’re in an evolving turn in our existence and being human is on the horizon and come back. If Marriott wants to play corporate and we don’t care so will me and my family and friends and this will affect the company when it becomes exploited
This has happened to me twice in two different states. I travel a lot for work and many times I do not carry a credit card anymore because of the convenience of Apple Pay. Both times I was able to cancel the reservation without the cost of the first night and instead checked into a Hilton hotel without a problem. My husband and I used Marriott exclusively for over 20 years until recently. We now...
This has happened to me twice in two different states. I travel a lot for work and many times I do not carry a credit card anymore because of the convenience of Apple Pay. Both times I was able to cancel the reservation without the cost of the first night and instead checked into a Hilton hotel without a problem. My husband and I used Marriott exclusively for over 20 years until recently. We now find ourselves using Hilton and are enjoying their rewards program. It has been a slap in the face that Marriott refuses to honor true digital check-in and requires a physical card. We feel 24 years as members has been a total waste of our time.
Dude should give his physical cards to the wife to hold on to. Did they not have another card? Could they not stay in the lobby? Sorry this is on the guest, not the hotel. Its been known for years that you need a card to auth for incidentals.
Yea!!! Sorry but, its because Hilton has standards and have Employee/Union involvment. They actually try to listen to the employees input!!!
How about just get another hotel room that’s just an idiotic take on the situation. They denied you yes it sucks. Book another room anywhere don’t sleep in your car with a toddler. Be a man grow up and enough with be an entitled Karen.
The reasoning for this happening is pretty simple, and it's not exclusive to Marriott. Fraud protections for businesses are generally only available when the physical card was present and swiped or chipped. The truly absurd part is the lack of common sense from front desk staff and in this case management, all the way up the chain to corporate. Obviously this person was who they claimed to be, and it could've been easily resolved by...
The reasoning for this happening is pretty simple, and it's not exclusive to Marriott. Fraud protections for businesses are generally only available when the physical card was present and swiped or chipped. The truly absurd part is the lack of common sense from front desk staff and in this case management, all the way up the chain to corporate. Obviously this person was who they claimed to be, and it could've been easily resolved by making an exception. The part I'm surprised by is Marriott standing behind the decisions of idiotic hotel staff. That's just the world we love in now, everyone is afraid of getting ripped off.
Stop being so dependent on digital access only. Always print the reservation and bring the credit card...it's better to have and not need, than need and not have. And heaven forbid you lose the phone...
Unfortunately with Marriott that doesn't matter either. I had a printed receipt for a prepaid room. Called 2 days before to confirm. "Our system must have glitches and your room is for a different date." I booked it months in advance, got the notifications etc. The hotel was full as was attending a conference. Drove 2.5 hrs back home for the night. Marriott will never get my business again.
Also - false advertising is illegal - report this to FTC.
This is the definition of worst “hospitality” ever - having a guest and family sleep in car while he customer - an elite Marriott Rewards member - repeatedly calling corporate to get in the paid for room!!
I hope they got a refund and free week at ANY Marriott after this!
Btw credit cards sometimes change since bookings are made (ie lost:stolen and reissued). Other hotels just accept a different card for deposits. Marriott...
This is the definition of worst “hospitality” ever - having a guest and family sleep in car while he customer - an elite Marriott Rewards member - repeatedly calling corporate to get in the paid for room!!
I hope they got a refund and free week at ANY Marriott after this!
Btw credit cards sometimes change since bookings are made (ie lost:stolen and reissued). Other hotels just accept a different card for deposits. Marriott is being ridiculous, and should also get with 2025 when Apple Pay is used by many people. I used mine at heck-in at Hilton recently!
Brain injury, or brainless? First of all, there are hundreds of hotels in Las Vegas! Surely, there was an alternative to sleeping in your car. Secondly, be grateful that you had a vehicle in which to sleep. And last but not least, third, welcome to the world of millions of Americans that sleep in their cars for months on end because that's all they have! I have but one question for the gentleman, would you like some cheese with that whine?
All irrelevant!
Without a physical credit card, that might be difficult. Even the cheapest motels require that.
Bad business practices. Honor your requirements that you advertise online or cancel them altogether. You may now lose this customer and I'm sure the membership comes with a cost! Do better!
*Always keep an emergency CC in you car. Only for emergency use.
Are the prohibited from staying at a Holiday Inn Express or Hilton property??
Hilton will honor your Marriot Status for a year the last time I checked. Similar situation happend where the flight got in late and they gave away my room. You are due alot of compensation.
Unfortunately this problem exists now. You can guess why. But given you were present with ID they should have allowed it. If you had a platinum card it would have been at the hotel in 48 hours.
When I worked in state government I traveled through out my state. I visited a small town in my state. It posted an independent water park. It also had a golf course that was quite busy during prime golfing season. The town had one motel. During golf season if you made a reservation using a credit card they debited your credit card at the time you made the reservation not at check in.
The problem is always the rate! *That* is what is not advertised. If this gentleman booked on a rate *requiring* an ID (AAA, Biz Bonus Package, Explore Rate etc.), then yes, he would be asked to stop by the desk to present an ID to verify the rate, even if Mobile Check In is requested. Once at the desk, the guest is at the mercy of the clerk. I've worked with some clerks who enforce...
The problem is always the rate! *That* is what is not advertised. If this gentleman booked on a rate *requiring* an ID (AAA, Biz Bonus Package, Explore Rate etc.), then yes, he would be asked to stop by the desk to present an ID to verify the rate, even if Mobile Check In is requested. Once at the desk, the guest is at the mercy of the clerk. I've worked with some clerks who enforce policy like they work at Fort Knox and others who don't even ask for an ID. The most efficient way to have Mobile work in your favor is to book on the member, regular or advance purchase rates. Most other rates will have you stopping at the desk for one reason or another. Employee rate? Need ID. 3rd party? Have to provide CC for incidentals. AAA? Have to provide AAA ID so the hotel can honor the rate. You see where I'm going with this
Seems a little dramatic that this person and his family couldn't check into a hotel and had to sleep in a car... Yes, the hotel could have been much more helpful in this situation, I'm sure the hotel could have rebooked the room using another card (then deal with the mobile check-in situation later), so did he or his wife (or the baby) leave on a trip without *any* credit/debit cards? Could they not find...
Seems a little dramatic that this person and his family couldn't check into a hotel and had to sleep in a car... Yes, the hotel could have been much more helpful in this situation, I'm sure the hotel could have rebooked the room using another card (then deal with the mobile check-in situation later), so did he or his wife (or the baby) leave on a trip without *any* credit/debit cards? Could they not find another hotel IN LAS VEGAS, the largest hospitality market in the USA, a city with over 150k guestrooms? Maybe don't go on a family trip to anywhere without a physical credit/debit card and only rely on Apple/Google Pay. If you know you're prone to forgetting things, maybe your spouse should have a card too.
They also could have paid with cash.
Mormon that's all you need to know about Marriott.
Thats why I am a Hilton Honors member- mobile check in a digital keys actually working and allow you to skip the desk.
Stop complaining to get attention. Carry your physical credit card from now on.
"Durr, just get shafted because of a lack of disclosure!" -Boomer
Sleeping in a car in Las Vegas is insane. Just go book another hotel there's a thousand to choose from.
Or they could've gone to a different hotel.
Garbage.
Yes this is a sad story but there are many other hotels in Vegas that would have let you stay and where was your physical CC and didn't your wife have one or if you misplaced items why didn't you let your wife keep it
Use Hilton. I travel often and switched to using Hilton over Marriott because of a terrible issue a family member had with Marriott. Hilton way better customer service and their mobile app works. You don't have to stop by the front desk. Once you check in the digital key works if you want a physical key they will give you one without giving the cc just show your ID. Hilton would be my choice going forward if I were this man.
Normally they won't care who's credit card so long as there is one on hand. My question, did the wife not have a credit card?
Wife could have the credit card if he loses item that easy.
What about when someone else is paying for the room. If I want to donate my prepaid vacation to someone else because I got called to work in certainly not giving them my credit card just to check in to a hotel. For that matter my boss doesn't provide credit cards to each employee that travels and books everything through a trusted travel agency including billing.
Dear Marriott and staff. The hospitality was poor at this location, and there was a lack of logical reasoning. From corporate advertising to being misleading due to a lack of transparency. In addition, human decency and front desk or management of the lack of empathy for families with young children (3-year-old) and a father already going through health concerns. The guest, or should I say no guests, complained and provided an ID that had matched...
Dear Marriott and staff. The hospitality was poor at this location, and there was a lack of logical reasoning. From corporate advertising to being misleading due to a lack of transparency. In addition, human decency and front desk or management of the lack of empathy for families with young children (3-year-old) and a father already going through health concerns. The guest, or should I say no guests, complained and provided an ID that had matched the picture, and the staff could have cross-referenced the signature on the credit card form. Ultimately, the non-staying guest should have explained the reason he left the plastic credit card behind. Possibly, Marriott at this location may have been unable to authorize a hold without swiping the plastic credit card. Other options could have pulled funds out of an ATM for a small deposit hold. But then, it should have allowed a deposit or some sort of alternative documentation, provided that alternative options had been available to solve the issue. According to standard business practices, as a corporate account checking in as a guest, it would have been allowed without a physical card. Unlawful and intent to defraud the public comes to mind when advertising. Transparency across the brand is to be evaluated. Do better! Thank you for taking the time to read.
Cordially,
HZ MA, 2025
So they tool the payment and refused the room? I would call the bank and tell them the service was not received and do a charge back with a plethora of documentation from the website, emails and texts. No way would I allow that payment to go through. Finally, I would boycott Marriott and write reviews every month across the internet [monthly because they bury bad reviews through a paid service]. Then, everyone I knew...
So they tool the payment and refused the room? I would call the bank and tell them the service was not received and do a charge back with a plethora of documentation from the website, emails and texts. No way would I allow that payment to go through. Finally, I would boycott Marriott and write reviews every month across the internet [monthly because they bury bad reviews through a paid service]. Then, everyone I knew would also cease to use Marriott. Marriott is disgraceful for doing this. He didn't need his physical card to make the reservation. What if someone stole it between point A and point B? We lack customer service in this generation.
Marriott is very insistent. Hilton mobile checkin and mobile key works constituent for me.
Reconfirms my decision to switch to Hilton indefinitely
Read the small print.
How is this news worth publishing?
Good to know why I won't stay there, or refer anybody else to stay there. TF?!!
This happened to me before with a Marriott in LA where I paid ahead of time with my mom’s bank card and when I got there they refused to let me keep my reservation because I didn’t have a physical card so I had to get my mom to Venmo me enough money to get a same day reservation which was obviously more and my mom was not refunded because it was apparently my fault...
This happened to me before with a Marriott in LA where I paid ahead of time with my mom’s bank card and when I got there they refused to let me keep my reservation because I didn’t have a physical card so I had to get my mom to Venmo me enough money to get a same day reservation which was obviously more and my mom was not refunded because it was apparently my fault for not bringing my mom’s card and less than a 24 hour period cancellation, whether that happens in all Marriott’s I don’t know. This was my first time traveling by myself and really didn’t know you needed the actual card used for the reservation and advance payment for to just check in. Thankfully I was able to resolve it but as soon as I got settled in my room the toilet was clogged so I had to call the front desk and have the toilet plunged. I didn’t have any more problems with anything else during my one night stay then I switched to Hilton hotels are was treated better.
Just going to point out that this man was not traveling responsibly as a father and husband... It's hard to believe that a Titanium Elite, someone who travels so often, would travel with 1 method of payment. Lose your ONLy credit card and rely on Apple pay? Really?
If you're traveling with your wife and your 3 year old child, BE PREPARED! Have multiple credit cards, debit cards, cash, anything in case of an...
Just going to point out that this man was not traveling responsibly as a father and husband... It's hard to believe that a Titanium Elite, someone who travels so often, would travel with 1 method of payment. Lose your ONLy credit card and rely on Apple pay? Really?
If you're traveling with your wife and your 3 year old child, BE PREPARED! Have multiple credit cards, debit cards, cash, anything in case of an emergency! This man is not ready to be a father. Can't believe he didnt just walk to an ATM to pull some cash and stay somewhere else where his wife and baby can all sleep comfortably in a room and not a car!! Outrageous of how people blame others, companies, policies, who gives a crap. It's up to YOU as a father and husband to take care of your family! Don't travel until you are ready to travel smart.
Also, did the wife not have a credit card?
How could he go to an ATM? No card
Even headquarters stated the advertising IS WRONG but is not willing to fix the offensive and wrong worded advertisement sounds like a lawsuit waiting tobe happening...
I have a question concerning access if someone uses mobile check-in. In order to check in without going to the desk, how does the customer gain access to their room? Is the "key' sent to their cell phone? I would expect just about anyone to have some type of identification on them. Driver's license, whatever. While I am sorry for the gentleman's handicap, it would seem that you would want to always have your primary...
I have a question concerning access if someone uses mobile check-in. In order to check in without going to the desk, how does the customer gain access to their room? Is the "key' sent to their cell phone? I would expect just about anyone to have some type of identification on them. Driver's license, whatever. While I am sorry for the gentleman's handicap, it would seem that you would want to always have your primary credit card with you just as you would your driver's license or your insurance cards. There just seems to be a number of things that is missing from the story.
Unfortunately, guests will always blame the hotel for their shortcomings. I’ve been in the hotel business for 25 years, and I see the same mistakes…year after year from guests. Bottom line is this: Guests don’t care about policies. Never have. They want what they want no matter how ludicrous it seems. They could be totally in the wrong, but some reason it’s always the hotels fault.
This information could have been on the Marriott...
Unfortunately, guests will always blame the hotel for their shortcomings. I’ve been in the hotel business for 25 years, and I see the same mistakes…year after year from guests. Bottom line is this: Guests don’t care about policies. Never have. They want what they want no matter how ludicrous it seems. They could be totally in the wrong, but some reason it’s always the hotels fault.
This information could have been on the Marriott website, but the guest still would have wanted some exception to be made. I go through it all the time. The general public will always feel entitled.
Unfortunately I have had a similar experience at a couple of Hilton properties. When I made the reservation in their app they made no mention of a physical check in with a hard card. It’s irritating because as the writer said there is no mention on their site that mobile check in is not available. I was told the same thing, to prevent fraud with stolen/fake cards. And I was a Diamond member
Wow. I never had issue with Hilton. I am an honors member and I stay all the time. I use mobile check in and get my digital card go straight to the room and access it with the digital key. I have done it at mostly Hiltons in NYC. I am a native NYer who left 5 years ago in the pandemic to MA. I travel home to NY at least 2 to 3 times...
Wow. I never had issue with Hilton. I am an honors member and I stay all the time. I use mobile check in and get my digital card go straight to the room and access it with the digital key. I have done it at mostly Hiltons in NYC. I am a native NYer who left 5 years ago in the pandemic to MA. I travel home to NY at least 2 to 3 times a month and always stay Hilton. I never have any issues. I usually stay at the Embassy Suites because of the custom omelettes at breakfast. When the price goes too high I stay at any of the others but never had any issues with mobile check in and no one has made me give my cc at the front desk. I go straight to the room.
I'm not that enthusiastic about using a digital wallet for just such reasons. I imagine that the hotel wanted to have the physical card at check in so they could put a $50 hold on it for incidentals that might be used such as room service, phone calls, etc. With that being said, there should be a way to have that $50 hold placed on the card when booking online.
I'm shocked that Marriott would...
I'm not that enthusiastic about using a digital wallet for just such reasons. I imagine that the hotel wanted to have the physical card at check in so they could put a $50 hold on it for incidentals that might be used such as room service, phone calls, etc. With that being said, there should be a way to have that $50 hold placed on the card when booking online.
I'm shocked that Marriott would treat one of their elite members that way since the only way to achieve that status is to pay full price for many stays over an extended period of time instead of getting a discounted price through an online booking site.
This incident just reaffirms my belief that such loyalty cards are a waste of money since in the end, corporate Marriott did not take that into consideration when responding to the customer. The right thing to do would have been to apologize and provide a complimentary stay while assuring the customer that they would fully review the online information for that particular hotel and make changes where needed.
Apparently Marriott customer service has fallen to the level of a budget motel response which is something that will hurt them in the long run.
I have run into this also at Bonvoy/Marriott properties. After some investigating, IHG does not require this of their members and uses the card on file of their account. So take note!
I have had this happen at two Marriotts to date. During the pandemic I used this repeatedly without issue. Now I need to go to the desk. What is the purpose of using the app? Nice advertisement for a product that does nothing but create irritation.
I agree that the property is at fault here and I’m disappointed that Marriott corporate consistently allows properties to deviate from what is promised, but I also have to ask- why not just use another card? So he misplaced the card he wanted to use, does he only have one credit card? Did his wife not have a card with her? Even if she was an authorized user on the same card account, it would...
I agree that the property is at fault here and I’m disappointed that Marriott corporate consistently allows properties to deviate from what is promised, but I also have to ask- why not just use another card? So he misplaced the card he wanted to use, does he only have one credit card? Did his wife not have a card with her? Even if she was an authorized user on the same card account, it would still work. These people took a trip to Vegas and expected to pay for everything with Apple Pay? (Or cash?)
This isn’t an excuse for the hotel because that wasn’t acceptable but come on, this guy backed himself into a corner.
This is not a check in “quirk”. I’ve worked in the hotel industry, across several brands, for many many years. Safety in all forms is top priority. This includes credit card safety and security. Front desk agents sign legal documents annually saying they won’t do this. A desk agent can literally lose their job over checking someone in without a present credit card. This is a no exception rule over the majority of brands.
I wonder if the actual card is need along side an ID as a second type of identification. I get taking apple pay for purchases regardless of cost if their concern about the room is more about being sure who is staying in the room. I know the hotels have become very strict since the shooting during the concert. Maybe this has something to do with it? Also, I do agree the amenity of mobile...
I wonder if the actual card is need along side an ID as a second type of identification. I get taking apple pay for purchases regardless of cost if their concern about the room is more about being sure who is staying in the room. I know the hotels have become very strict since the shooting during the concert. Maybe this has something to do with it? Also, I do agree the amenity of mobile check in should be removed from the website for this location as it is misleading.
This is yet another reason to avoid all Marriott properties.
I'm also a Marriott Titanium Elite member who stays more than 100 night each year at Marriott and I have always had to present a physical card even with a mobile advance check in. This is not a Marriott issue regardless of this member's experience.
While everyone has an opinion about these types of matters, the one thing that most have no idea of is the rampant theft that occurs at hotel establishments of...
I'm also a Marriott Titanium Elite member who stays more than 100 night each year at Marriott and I have always had to present a physical card even with a mobile advance check in. This is not a Marriott issue regardless of this member's experience.
While everyone has an opinion about these types of matters, the one thing that most have no idea of is the rampant theft that occurs at hotel establishments of other people's identities for those who stay on someone else's stolen credit cards. Marriott is smart to require a physical card now to avoid innocent and unknowing people from being stolen from. The one thing I didn't see anyone list here was to question why they slept in the car in Vegas when there's tons of other hotels they could have gone to. I guess other hotels require the very same as Marriott to ensure that digital wallet scams don't hit their properties. If heat and other medical issues were truly a factor here, I would assume they would have tried other hotels, which they didn't do based on the person's account of the matter.
Also, while the person claims to have such a high status with Marriott, then why were they using the employee guest form that carries the heaviest fraud around? I believe that's why they were denied because that form states that a physical card and ID is required for incidentals and check in. It's all too convenient that they had no card, using the form that's being sold online from fraudulent actors, and then claiming to have slept in the car. It's all pretty suspect to me. Good on Marriott for keep the rest of us safe from what presents to be a possible fraudulent situation.
I was an Ambassador Elite with Marriott. It is the highest loyalty tier with Marriott.
100% Marriott sucks. The only experiences that were positive in service were when I stayed at properties for free using points. Anytime I stayed as a paying Ambassador Elite, the service was no better than any other hotel chain or loyalty level. (Marriotts oddly favored me only when staying on points.)
I've received far better service as a...
I was an Ambassador Elite with Marriott. It is the highest loyalty tier with Marriott.
100% Marriott sucks. The only experiences that were positive in service were when I stayed at properties for free using points. Anytime I stayed as a paying Ambassador Elite, the service was no better than any other hotel chain or loyalty level. (Marriotts oddly favored me only when staying on points.)
I've received far better service as a paying customer walking cold into Hilton properties than at Marriott properties with an Ambassador's reservation.
They have to take a card it is policy! I work for them I know.
Fucking despicable behavior from the hotel. They could have been kind and they should have given them a room
Remind me to never go to their selfish inconsiderate hotel
I've been having the same issues lately.
I thought it was because it was a late check in, color of my skin, etc. I have even had to use another card. I have gone round and round as well. I'm glad you stood your ground but I hate this happened to you and your family.
I had a similar experience at the Le Meridien Marriott hotel in Washington, DC. Fortunately, I'm old school and always carry a physical card for backup purposes. I love both Marriott and Hilton properties. However, Hilton's Mobile Check-in works Great every time!
Hilton for the stay!
If that had happened in Massachusetts and the victim sued in state court under MGL 93A, they would have taught that property a serious lesson. Clearly false & deceptive business practices
So this multi million or billion dollar corporation could not just comp their room and look at root cause and
Policy on their side? No thank you,
I will go else where now. Bye bye Marriott . Kids always come first
Technology is quickly making physical anything , obsolete. Consider that virtually anything you do these days, requires or prefers an APP. An App for banking, take a picture of a check and deposit it. Use a virtual card for online purchases, rather than the actual card for a given bank is also becoming more common. It seems that in THIS case, the customer could have, pulled another credit card from his wallet and pay for...
Technology is quickly making physical anything , obsolete. Consider that virtually anything you do these days, requires or prefers an APP. An App for banking, take a picture of a check and deposit it. Use a virtual card for online purchases, rather than the actual card for a given bank is also becoming more common. It seems that in THIS case, the customer could have, pulled another credit card from his wallet and pay for at least that night where they’d be staying in the car. I have noticed that there is very little room for an accomodation, etc., when a customer forgets a credit card or ID, etc., and it’s scandulous that a known regular customer cannot or could not be helped.
I stayed at Harrah’s in Funner, Califronia a couple years ago, and my Girlfriend, who had a few comped nights forgot her ID. The would NOT giver her the room, without a physical ID. I even had an image of her ID in my phone. NOPE, I had to drive 3 hours back, and 3 hours to Harrah’s just to check in.
But one final thought. This customer is/was a preferred customer, a VIP of sorts, right? And how often don’t gambling and hospitality companies offer COMPED rooms?, to big rollers, etc.. You’d think that they could make an accomodation and offer a room, even if it had to be paid for.
Similar thing happening at Hilton properties. Even at a hotel I stay in once or twice a month for business. But silly me I still do ‘online check in and digital key’ only to get told by the app that I must present myself at the front desk.
I think the keeping up with the Joneses false advertising hype must end. And I say have the marketers responsible for false advertising present themselves in...
Similar thing happening at Hilton properties. Even at a hotel I stay in once or twice a month for business. But silly me I still do ‘online check in and digital key’ only to get told by the app that I must present myself at the front desk.
I think the keeping up with the Joneses false advertising hype must end. And I say have the marketers responsible for false advertising present themselves in person to their corporate board or stockholders. In person with their government issued real ID and valid physical credit cards - every time a marketing buy or action is approved and before they get their physical paycheck.
For good measure, end hybrid and remote work for them make them all come to a physical office every working day. Make them present their government issued ID every day.
I'm sick of hotels screwing there guests I will never stay at a Marriott brand hotel again
Hotel policies can differ based on that specific location's policy, even within the same brand as they are franchises.
Using Apple Pay Pay aat the restaurant and paying for the room are not comparable; when paying for a room there are incidental holds that they need to be able to put on as well as the price of the stay. So, if someone fraudulently uses your Apple Pay at the restaurant, they are out...
Hotel policies can differ based on that specific location's policy, even within the same brand as they are franchises.
Using Apple Pay Pay aat the restaurant and paying for the room are not comparable; when paying for a room there are incidental holds that they need to be able to put on as well as the price of the stay. So, if someone fraudulently uses your Apple Pay at the restaurant, they are out for the cost of one meal. BUT, if they use it for the room, and they trash the place, steal the mattress and bedding, etc, they could be out THOUSANDS and have no way to recoup that expense.
Why didn’t they just go to another hotel? Marriott was stupid, they just lost a good customer.
Instead of complaining online guy should be apologizing to his wife and 3 year old child for forcing them to sleep in a car instead of going to another hotel
Not having the physical card present caused the issue. This is a hotel, not a 7-11, physical credit card swipes are not a thing of the past. I can not fault the hotel for wanting a swipe or chip read.
Then they have an absolute duty to update their systems so that anyone making a reservation is informed immediately
What's the point of advertising a mobile check-in (no need to stop by the front desk) if the guest still needs to stop by the front desk and present a physical card? That's clearly a deceptive practice. To then accept his Apple Pay at the restaurant for an amount equivalent to the room rate further supports the point that the property was being ridiculous. You either accept Apple Pay without a physical card or you...
What's the point of advertising a mobile check-in (no need to stop by the front desk) if the guest still needs to stop by the front desk and present a physical card? That's clearly a deceptive practice. To then accept his Apple Pay at the restaurant for an amount equivalent to the room rate further supports the point that the property was being ridiculous. You either accept Apple Pay without a physical card or you don't. Last, to kick out an elite tier guest, a very loyal customer, even after signing paperwork commiting to be responsible for all charges, goes even beyond the ridiculous to the preposterous.
Not having the physical card didn't cause this. Operational protocols that go against logic and basic customer service did.
Then they should not have said the opposite during booking.
Las Vegas has empty rooms everywhere, why sleep in your car?
When I was in Las Vegas last, they did everything differently, including paying for your gas before pumoping it, something that we never had to do back here in PA. I suspect the fact that this place was in Las Vegas was that was causing the problem more than anything. Having the actual card to put a hold on the room to be sure they haven't spent all their money gambling is what they were trying to avoid.
Couldn't they have offered him a different room and he could have used another physical card. Or cancelled his reservation and redid it with guest using a different physical card.?
I would get a lawyer & see what compensation would be offered for this problem. I agree that the website should say , you must show a physical card , or take mobile check in off the table.
First it is truly a sad situation that the family ended up sleepimg in their car however there were 2 adults here so why did the wife not have a debit or credit card on her?
As a Titanium elite this guest has stayed at numerous properties. Its incredible that this was the first time that he encountered needing a physical credit card to check in.
Marriott has the digital card/mobile check in...
First it is truly a sad situation that the family ended up sleepimg in their car however there were 2 adults here so why did the wife not have a debit or credit card on her?
As a Titanium elite this guest has stayed at numerous properties. Its incredible that this was the first time that he encountered needing a physical credit card to check in.
Marriott has the digital card/mobile check in feature but offers zero protections to a hotel in the event of fraud or chargebacks therefore properties are left to adopt what works for them.
Great article!
Firstly, shame on Marriott for misleading practices. Additionally why didnt he just pay with a different card. Or did his wife have her cards? There should have been a way to work around it.
Secondly Vegas must have hundreds of hotels. Why didn't he just go somewhere else. I would think any reasonable person that is savvy with a cell phone could have found a room within a few minutes. Why stay in the car with a 3 yr old ..
I throughly favor digital check-in it protects my privacy(nobody needs to know who I am or where I go or what I look like or what I do) protects my health (travelers from all over the world show up and congregate at the check in desk digital check-in in protects me from communicable disease nd the staff t the desk who if sick would still goto work) and it protects me from fraud and theft(...
I throughly favor digital check-in it protects my privacy(nobody needs to know who I am or where I go or what I look like or what I do) protects my health (travelers from all over the world show up and congregate at the check in desk digital check-in in protects me from communicable disease nd the staff t the desk who if sick would still goto work) and it protects me from fraud and theft( physical cards can be lost, stolen, and intentionally swiped by a malicious card scanner so if I don’t have a physical cards I lose it or have it stolen or have it swiped) all I need is my phone and if I lose that I can remotely grenade it pick up a new one in a day and rebuild it from the cloud
Apparently Mariott isn't aware that we are in the year 2025. Physical credit cards aren't necessary these days. Someone please explain payment apps to the grandparents running that place
They did the same thing to me and my 83 year old Mother in Washington DC then charged my credit card. When I tried to fight the charge they said I was a no show. They did eventually reimburse me but it took weeks of aggravation
I'm dumbfounded.. truly!.
I have not shown a physical card to a Marriott property in years..
My card is linked in my Bonvoy account. The card that's used to secure the room(s) .
@ check in i present ID
They thank me for being platinum member and give me my room keys
@end of stay they forward charges to said card ..
I've never heard this happening Esp to member with status. .
Something more transpired at check in!!!
A: the customer is always assumed to be right
B: a high class rewards member. end over to verify
C: marriotts system is down, call corporate. You:d call your cc processor if your machine was down.ok mayne not post 2018. But for a high end rewards member. Except a^^^ the customer is right.
D: They have apple pay.
E: a matching name on id.... probably accurate especially if it matches the...
A: the customer is always assumed to be right
B: a high class rewards member. end over to verify
C: marriotts system is down, call corporate. You:d call your cc processor if your machine was down.ok mayne not post 2018. But for a high end rewards member. Except a^^^ the customer is right.
D: They have apple pay.
E: a matching name on id.... probably accurate especially if it matches the rewards account (new account? Maybe a 3 use & 90 day probation period. )
Photo copy the id.
Thats enoigh for me to at least honor it. Or or or at least for corporate to comp them 1 night in the future. That is if you go with the thing of it being an independant operators right to require a cc . . . But apple pay for incidentals at least.
You could not pay me to stay at Marriotte again. Stayed in downtowm Indianapolis, it was a nightmare. Never again.
They don't want to add that you will have to present a physical credit card because that would make them look incompetent. We have digital check in, but you still have to present a physical credit card. What a joke.
As a member of Marriott im definitely disappointed in there choices I will have to check into different options thank you
I just stayed at a Marriott hotel this past weekend, booked with one credit card, showed up with a different one, they had no problem checking me in.
I used to use Marriott all the time changed. To Hilton has good programs great rewards and always accommodating. Marriott takes the high road. They could've made an exception in this particular case a lawsuit might get them some reward. Cannot understand why you slept in a car with some so many hotel rooms available in Vegas at reasonable prices one night would have not killed you.
The hotel has a better chance collecting for damage done to a room when a credit card chip is swiped. It shows proof positive that the actual customer was staying there by showing id and swiping the credit card.
Some credit card companies give a discount for transactions that are swiped vs keyed in.
I was once mugged in an airport after I got to my destination. No phone, credit card or ID. My entire purse was stolen. Marriott did support me as I fought thru this horrendous situation. That said...customer first and always. Sad corporate back the hotel vs. Customer.
Well l am canceling my booked reservation with Marriot. I will steer clear from ever using their hotels. None! It makes me sick to hear that common sense doesn't factor in on such a minor issue that could of easily been taken care of. Who is the clown running this operation? No humane decency left in this world. I will tell everyone l know to avoid using Marriot anywhere in the world.
We can't help him or his family, but Marriott will lose more money from this action than if they had comped the room. Thank you Marriott for making my travel simpler by eliminating your brand.
Something doesn't smell right. This guy is a Bonvoy Titanium Elite, couldn't check in at his hotel, and decides to sleep in his car with his family in 100 degree Vegas heat? There's 45 Bonvoy properties in the Las Vegas area, he didn't want to stay at any of those? And even if those Bonvoy properties were fully booked, this is Las Vegas. No matter how busy it gets, there's always a room available for under $100/n. ALWAYS.
You have a credit card and ID to check into all hotels in Las Vegas.
Now this hit the NY Post and the comments there are not taking the victim bait.
Although the policy in place by the hotel makes no sense to me. I'm just wondering why the Customer had to sleep in a car, Why couldn't he just go to another hotel.
That's the part that I don't understand. Why did he have to sleep in the car with his wife and his chelp when there were hundreds of hotels in the area. Could it be because they also would require a physical credit card?
Ive had a card fail mid trip and the only way they could run the card was to use it on file because it didnt work in the machine. They are happy to charge you without a physical card if you no show so there should be leeway given.
If he was a no-show, they would have charged his credit card anyway, correct? So why did they need the physical card for mobile access?
All that to say bull crap. Card theft is why you need to present the physical. Travellers fault and issue. Marriott rep did the right thing cause that could have my card number they stole.
I was just in a Marriott using mobile check in and was not required to provide the actual card. This inconsistency in this policy is deceptive. Sounds like a class action lawsuit.
My god, brother, god bless you, that's so disrespectful.I'm fifty six years old, and I had dreamed about a life where things got better.But things are ultimately getting worse.The corporate greed, the way they do everything they can to get out of payments very similar to insurance companies in the medical world is unbelievably cruel
Vegas hotels are very strict, that being said, I would have asked for the manager
It’s an antiquated backward country. What do you expect? Maybe they will accept a traveller’s check instead…
Good one! And 100%. I find Europe fit be 1000 times. I think trump emboldened the USA to be a bunch of fucking assholes.
Very simple, false advertising, and that's a fact.
There is no reason that the hotel should have turned them away with a valid ID and a valid credit card via Apple Pay especially without explicitly saying so beforehand. The hotel can put the same amount "hold" on either physical card or Apple Pay so they aren't in anymore danger of not being able to recoup incidental charges or charges for damage to the room.
Interesting that this is Marriott policy. I had a very similar situation two weeks ago in Bali and the hotel did not do this. I won't mention the Marriott hotel so they don't get in trouble. But I was checking in to a hotel in Bali. I had reserved the hotel with my Marriott Amex but the card was in my checked bag. I can't remember if it was a prepaid booking but I was...
Interesting that this is Marriott policy. I had a very similar situation two weeks ago in Bali and the hotel did not do this. I won't mention the Marriott hotel so they don't get in trouble. But I was checking in to a hotel in Bali. I had reserved the hotel with my Marriott Amex but the card was in my checked bag. I can't remember if it was a prepaid booking but I was extending my trip so it was no cancellation when I booked it since it was a few days before the stay. I had been in a Hilton the day before and had that card in my wallet. I like to keep a card in my checked bag so I always have a card if my wallet gets stolen.
Anyway, when I checked in, I asked them if I could give them a different card and use my Marriott Amex on checkout. I really didn't want to have to go through my checked bag and find it. They said no problem, they would just put a hold on the Hilton card and then reverse it when I checked out with the Marriott Amex.
This was not even escalated. The check-in person just continued with my check-in and it wasn't treated as anything unusual. They were fine with using my passport as my ID. On checkout, it was super easy and they just put everything on the Marriott Amex.
This seems like an arbitrary rule being followed by a property in Vegas. I wish the Marriott site had "unfavorites" so that I can tag the horrible hotels I don't want to stay at!
So you’re getting mad at the hotel agreeing with you and doing what made you happy, even though it was breaking their rule. Got it.
Marriott + Hertz = Stay far away from
The employee could look up the guests previous stays and collect any information they needed if they wanted to. It was a clear example of getting out of upgrades and benefits for the guest. Shows a degrading customer service.
Marriott's customer service is garbage, and they are definitely in the wrong here, but you were in Las Vegas. There's 50,000 (or more) hotel rooms. There's absolutely no reason you needed to sleep in your car.
From what I read (and as a business owner) Apple Pay is more secure than a physical card, so I would love to know what the hotels reason is for this policy and why corporate is backing it…..
Totally ridiculous customer service.
Apple Pay doesn't not show the hotel a name that the Apple Pay is under. When checking in to the hotel, the name of the person checking in and credit card have to match. People will run out on large hotel bills or damage rooms and without confined g identity of both the ID and security deposit, you aren't getting a room in Vegas.
Apple Pay creates an issue with releasing the incidental deposit. I have had this happen multiple times, and hence Apple Pay is the only one we don't accept.
Just stop patronizing Marriott. They’re bullshit one track mind will coz them to lose business to a lot of disgruntled customers. Boycott Marriott’s and go somewhere where your business is appreciated. I wonder how they’ll feel if they were on this family’s situation.
i call bs on him being forced to sleep in his car.
I would have camped out in the lobby. Make it known they didn't honor the reservation
I arrived early at a Best Western and was told tgst I couldn't check in until 4pm. So as I went to sit in the lobby - I was told that is not permitted. No longer staying at Best Western properties.
The hotel would have called the police and they would have been asked to leave the lobby or arrested for trespassing.
Looking closely at what the guest wrote, it sounds like his wife and child slept in the car while he sat there trying to get things figured out. Presumably, he eventually made other arrangements and they spent the rest of the night at a different hotel. It's a bit of a click bait headline.
I would sue the company and see how the judicial system see the lack of decencies this hotel gave a family in need, although they had other option if payments. I also would of gone else where requesting my money back from this hotel and if refused to obliged take them to court
You can't, because in the real fine print that you can't see without a microscope, you will find a clause that all disputes must go to the arbitrator of THEIR choice.
family in need? It’s a business, not a shelter
While suing the company might be a possibility because of the fact that the company did not disclose the need of a physical credit card and false advertising, which includes Misleading statements about their products or services, and Materiality which is a deception to influence the sale of their products or services. They meet both of these criteria when advertising without fine print stating the need of a physical credit card and making mobile check...
While suing the company might be a possibility because of the fact that the company did not disclose the need of a physical credit card and false advertising, which includes Misleading statements about their products or services, and Materiality which is a deception to influence the sale of their products or services. They meet both of these criteria when advertising without fine print stating the need of a physical credit card and making mobile check in as a perk but not disclosing that you may have to have your card on you to secure your room that you already have a confirmed reservation. Corporate even admitted that there are inconsistent policies and they admit to spreading misinformation about needing a physical card in check in. I would recommend that the family get in contact with a lawyer and potentially have a strong case against Marriott and even a potential class lawsuit because I am pretty sure that this happened to other people, including myself, just by how corporate handled the issue.
Did he not have another credit card?? And why not just go to another hotel?
The hotel was totally in the wrong here. But the guy was in Las Vegas and couldn't find another hotel option? I find that very difficult to believe. Even with major events I can typically find something for a reasonable price in vegas. It may not be close to where I want to be, but it wouldn't be sleeping in my car is a better option. And I'm sure somebody would do it without asking for a physical card.
If you dont have a credit card you aren't checking in to a Vegas hotel. That's why he had to sleep in his car. Despite the brain injury, his wife couldn't think to bring a credit card??
Depending on the time of arrival there might have not been a hotel opening new reservations or the family was stubborn. Still I think the hotel is definitely in the wrong.
Marriott should have made an exception, especially since the family had all the other essentials that were required for the check-in. Marriott should have also made an exception because there was a small child of concern. Denying a child a room or bed for the night, and forcing the family no other alternative but to sleep in a car, could that be considered child neglect or child endangerment?? Come on Marriott, have a heart!
I understand the problem and yes Marriott could have handled it better. But who does not travel without some sort of physical credit card. I would never just rely on Apple Pay because not every place takes that. This is a lesson to always travel with at least one credit card but two is better. If your account is compromised and has to be closed you will have no way to pay for anything without...
I understand the problem and yes Marriott could have handled it better. But who does not travel without some sort of physical credit card. I would never just rely on Apple Pay because not every place takes that. This is a lesson to always travel with at least one credit card but two is better. If your account is compromised and has to be closed you will have no way to pay for anything without a back up card. You might think it is rare for your account to be compromised but it has happened to me on multiple occasions and twice it was when I was out of town. I once had two credit cards compromised within 24 hours. Luckily my husband had a different credit card number for the same account and we were able to use his card.
I had a similar situation, in which my stay at a Marriott property in Miami was prepaid in full, except for incidentals, by my company. I didn't bring my higher limit cards with me because of that, so I was about $200 short of enough to cover the room rate and incidentals with the cards I had on hand. When I went to check in I presented an ID that matched the payment method for...
I had a similar situation, in which my stay at a Marriott property in Miami was prepaid in full, except for incidentals, by my company. I didn't bring my higher limit cards with me because of that, so I was about $200 short of enough to cover the room rate and incidentals with the cards I had on hand. When I went to check in I presented an ID that matched the payment method for the prepaid room rate and a physical card to cover incidentals, and I was denied check-in. They insisted that I had to have the actual card that was used to book the room, even after I explained to them that there IS no physical card, since it was a virtual card issued specifically to book the stay. Even as a lifetime Titanium member they were fully prepared to deny my check-in. Fortunately my boss was there with the physical corporate card against which the virtual card was generated and was able to check me in that way, but had I been solo I'd have been SOL.
I can't imagine going through that as a family, with a kid in tow... and the refusal to accept Apple Pay/Google Wallet is beyond ridiculous. I use that for check-ins at Marriott properties all the time with no issues whatsoever. I'll be sure to avoid that property in the future as well.
As a Platinum member and OTR trucker. Staying all across America and a lot of times middle America. The inconsistency is ridiculous when it comes to requesting a physical card from me.
Often times I get in from a long drive and at this point refuse to do mobile check-in as I don’t want to be let down and frustrated.
I hit the desk. Roulette if they ask for my credit card or...
As a Platinum member and OTR trucker. Staying all across America and a lot of times middle America. The inconsistency is ridiculous when it comes to requesting a physical card from me.
Often times I get in from a long drive and at this point refuse to do mobile check-in as I don’t want to be let down and frustrated.
I hit the desk. Roulette if they ask for my credit card or not. Always surprising when they don’t. Then there is a stretch of 4 nights where they wouldn’t dream of asking.
One consistency, LV Marriott Hotels ALWAYS ask me and there is no wavering. Too much fraud in that town, they say.
I hate that they didn’t offer to do an online credit card authorization. They always do that for me. Technically it needs to be 24 hours in advance, but they let me do it all the time before I got my hard card and only had Apple Pay.
shame on marriott.
yes the guy could have found another hotel, i read his blurb as they slept in the car while he tried to figure it out. But we had a similar problem with booking on one card months in advance, then that card expired and the hotel would not honor the new card.
The hotel’s stance is 100% wrong. Most chain hotels including Marriott accept virtual cards for hotel bookings. Therefore no physical card needs to be present. This is becoming common in corporate travel. The hotel was 100% in the wrong, as was Marriott. Physical plastic is not required unless specifically stated in the reservation which it was not. Marriott should watch out as if they continue supporting hotels in this manner they will be sued for...
The hotel’s stance is 100% wrong. Most chain hotels including Marriott accept virtual cards for hotel bookings. Therefore no physical card needs to be present. This is becoming common in corporate travel. The hotel was 100% in the wrong, as was Marriott. Physical plastic is not required unless specifically stated in the reservation which it was not. Marriott should watch out as if they continue supporting hotels in this manner they will be sued for deceptive marketing and will pay that way
No a virtual card is not common and there a procedures and guidelines for corporate travel. There’s entire authorization process and legal document signing for that sort of thing. You tried though.
From someone who also suffers from panic and anxiety attacks if this would have happend to me i’d end up at the hospital in a full blown attack. It absolutely astounds me after he used he used his apple pay he still had no place to stay. This whole story is horrible for the family who did all the right things. In future we will be staying elsewhere!
They didn't do the right things traveling without at least two physical cc is crazy in this day and age even car rental companies allow you to pay in advance for a cheaper rate but when you show up to pick up the car you must physically have the same card you made the reservation with or they will not honor the reservation
I use mobile check-in for Marriott in Hilton many times and never have they asked me to stop by the desk for physical card. I find that strange that property did.
Wow
.. just wow. I stayed at a Marriott property last weekend. I pulled out my ID and credit card at checkout. They took my ID and told me to put the credit card away, they already had it on file. This is consistent with recent stays I've had.
From the prospective of Marriott, guests are "the product" and the independently owned and operated hotels are "the customer."
This explains the current state of things.
As a service to the elite member, the marriot employee should've gone above and beyond to get the young family into a safe room. I would've
As a marriott employee for 20 years the mobile check in can be very frustrating. It used to be that the guest had to come to the desk to confirm ID and just verified the last 4 numbers of their card. We found that in many cases the person that came to the desk would not be the guest as they may have booked for a friend but wanted their points so left the reservation...
As a marriott employee for 20 years the mobile check in can be very frustrating. It used to be that the guest had to come to the desk to confirm ID and just verified the last 4 numbers of their card. We found that in many cases the person that came to the desk would not be the guest as they may have booked for a friend but wanted their points so left the reservation in their name and so it caused a lot of issues for the front desk as you now had a credit card that did not belong to the person checking in. I know this happens with digital check in as you can bypassu the desk but the person that made the reservation may not be the person that is actually in the room. It is an issue that I feel can cause problems
It surely looks like we the customer have lost the sight of the CEO's and upper management of the hotel companies.
Don't you just hate it when these companies are ignorant.
I have written before about the focus change to expand, expand, expand while forgetting about who is bringing them the cash now.
Like trying to get your Silver United status renewed each February by Marriott. See all the reviews of very frustrated customers who...
It surely looks like we the customer have lost the sight of the CEO's and upper management of the hotel companies.
Don't you just hate it when these companies are ignorant.
I have written before about the focus change to expand, expand, expand while forgetting about who is bringing them the cash now.
Like trying to get your Silver United status renewed each February by Marriott. See all the reviews of very frustrated customers who tried to follow the on-screen instructions and many calls to Marriott customer care and to United. Capuano just doesn't care.
Thats the new way, and he is not alone, the other companies the same.
I had used the online check-in because I was going to arrive very late, I didn’t want to mess with the front desk, it was confirmed, but I noticed that I never received a room number.
Front desk tells me that the online check-in has never worked…
1st. every Marriott and most other hotels I have stayed at required a physical credit card when checking in, even when I told them that my credit card is stored in my profile with Marriott.
2nd, I'm surprised that his wife doesn't have a credit card or carry one in her purse.
I thought women carried everything in their purses.
Not everyone has stellar credit and can get a credit card or at least get one with a high enough credit line to cover several days at a hotel the family was foolish to travel anywhere without having a physical cc on hand preferably two cc that's why they couldn't check in to another hotel and slept in the car
So sad to hear this when I thought highly of Marriott. As a mother I five - I would’ve been so upset in your situation had it been my family.
No one forced him to sleep in a car. He was denied a hotel room. What happened if he had car trouble and could not get to the hotel, where would he have planned to stay then?
Bringing up his brain injury and ADHD isnt part of the story. If you are capable of driving a toddler to Las Vegas in the summer, you or your spouse can bring a credit or debit card, or message the property in advance.
He couldn't get another hotel room because he didn't have a physical cc to check in anywhere, maybe a sleazy motel might have accepted cash but not much safer than sleeping in your car Marriot can't make exceptions for his brain issues his wife should have made sure everything was in order
I'm sympathetic to this family's plight, but I also have to wonder if this guy was just being stubborn and only trying to prove a point by choosing to sleep in the car.
Even if I believe he misplaced his ONLY credit card (and his wife did not have any cards herself), this is Vegas we're talking about, and there are numerous lodging options.
There are even motels that still take cash. He seems...
I'm sympathetic to this family's plight, but I also have to wonder if this guy was just being stubborn and only trying to prove a point by choosing to sleep in the car.
Even if I believe he misplaced his ONLY credit card (and his wife did not have any cards herself), this is Vegas we're talking about, and there are numerous lodging options.
There are even motels that still take cash. He seems like an educated enough guy to know that. Moreover, I'm assuming a reader of your blog (which he says he is) is versed in the credit card game and has more than one credit card.
I've used mobile key request & digital check in.. at Marriott properties without issues. After they alert me thru the app on my room #, I used my phone to open room door. I skipped front desk altogether.
Your experience is when everything works correctly often times it doesnt
Staying at a Residence Inn (so Marriott) in Texas last year, they would not take payment from GooglePay.
Was a nuisance as I had left my best points-earning physical card at home.
There were other problems with billing due to card company and hotel systems not communicating well, but at least they let me stay while the problems were sorted out.
I always use mobile check in and never showed my card because Im a member. Crazy
You eat at a different location for every meal while traveling, you fuel your car, you might buy gifts, how? I have checked in to many hotels in and out of the U.S., they all seem to ask for a CC for incidentals, after confirmation from a third party reservation. Yes... there is more to this.
Apple Pay.
@Chris. Businesses can refuse to accept Apple Pay as well since they can select the different payment types.
And your phone dies then what? Seems pretty irresponsible to go on vacation with your 3 year old without a card payment, debit card or anything. how are you suppose to drive home if your phone drops and dies?
Many Older people don’t use it!
Suprising that the wife did not have a CC in her purse? You can also change the CC at checkin.
Wait... Marriott offers digital check-in? That's news to me! Everytime I've tried to use it, I get a message about needing to check in at the front desk. Maybe I'm only staying at the kind of Marriott properties that the OP dealt with. So, I agree that Marriott needs to make it explicit whether or not digital check-in is offered at any given property of theirs. P.S. Sleeping in the car? I agree with other posters... Find another hotel for the night.
Maybe the wife has lousy credit and can't get a cc or if she has any they're all maxed out
There is more to this story.
For example -
so, this person did not have another credit card on them? It may not have been the ideal one they wanted to pay with or the one that matches the reservation, but that's not the point...
so, this was the only hotel in Vegas that had a room available that night....
the idea that the guest could pay at the restaurant is...
There is more to this story.
For example -
so, this person did not have another credit card on them? It may not have been the ideal one they wanted to pay with or the one that matches the reservation, but that's not the point...
so, this was the only hotel in Vegas that had a room available that night....
the idea that the guest could pay at the restaurant is not relevant because sometimes the F&B are run by third party providers....
Often times what people want to believe is different than what happened
I sympathise with the traveller but I just googled the hotel, there are several OTHER hotels nearby. I’m sure they could have managed a room elsewhere via walk-in or through Hotels dot com or Expedia etc or even maybe a motel. Anything better than sleeping in a car with a child, unless their car is very comfy. I have stayed in a Marriott in Bali and they were wonderful - I always carry multiple cards...
I sympathise with the traveller but I just googled the hotel, there are several OTHER hotels nearby. I’m sure they could have managed a room elsewhere via walk-in or through Hotels dot com or Expedia etc or even maybe a motel. Anything better than sleeping in a car with a child, unless their car is very comfy. I have stayed in a Marriott in Bali and they were wonderful - I always carry multiple cards just in case and some cash. But Marriott advert should have been super clear in fairness.
I am disappointed in Marriott. When I worked as a rez manager for a four star property the running joke was go by the book of Marriott. It was famed for it's clarity of rules, to such and extent it was called a book not a manual. Managers have discretion, and Marriott clearly toted he could check in without going to the front desk. At his level Marriott has tons of financial information on him...
I am disappointed in Marriott. When I worked as a rez manager for a four star property the running joke was go by the book of Marriott. It was famed for it's clarity of rules, to such and extent it was called a book not a manual. Managers have discretion, and Marriott clearly toted he could check in without going to the front desk. At his level Marriott has tons of financial information on him and was not at risk of being stiffed. I don't know what has happened that Marriott standards have lowered in such a way. Corporate should be begging his apology and doing some nice comps. It was not only bad customer service but cruel.
Dana, I agree 100% that Marriott's response to an elite member was totally wrong. In order to achieve that 'elite status' the customer had to of paid full price for many hotel stays instead of getting a better price from an online booking site which won't allow him to accumulate points.
Did Marriott charge the card for no show/cancellation? There's always a cancellation policy where the card would be charged. If this is the case and card was charged the guest should have been allowed to stay.
In July, Clark County (Las Vegas) passed an ordinance requiring hotels to obtain written acknowledgment and agreement to assume control of the alcoholic liquor in mini-bars, and to prevent consumption by minors. If guests refuse a written acknowledgment and agreement, the alcohol will be removed from the room.
Just another reason that checking in with digital key, without visiting the front desk, can be illegal in some places. Guests should be warned at the...
In July, Clark County (Las Vegas) passed an ordinance requiring hotels to obtain written acknowledgment and agreement to assume control of the alcoholic liquor in mini-bars, and to prevent consumption by minors. If guests refuse a written acknowledgment and agreement, the alcohol will be removed from the room.
Just another reason that checking in with digital key, without visiting the front desk, can be illegal in some places. Guests should be warned at the time the reservation is made. Probably check a box that they understand the T&C.
Proof#1500 than Marriott clients are its properties. Travelers are a necessary nuisance.
I feel bad for this man’s family. I’m completely astonished it took him until after he had a family to learn the simple lesson: never travel without multiple forms of payment from multiple banks!!!
I feel bad for your family; your lack of empathy and all. Go to therapy, and try to unlearn your ableism.
What kind of hotel requires a physical card in 2025? I haven't used mine for check-in for years, and everyone I know uses Google/Apple Pay as default when making any sort of payment. My bank doesn't even issue plastic version of the credit card as a default, only on request at an extra charge.
Is this a common practice in the US?
The US still uses hand-written paper checks….
@TN
And the laundry machines in hotels still require coins
Virtually ALL hotels in the USA require a physical credit card to be swiped at check in. I can’t recall a hotel in the UK letting me check in without swiping my card either.
That's just not true. I use digital app check in with digital key frequently in the USA without having to even stop by the desk to physically check in.
Well… just a heads up to everybody that uses the app check-in feature at Marriotts and Hiltons.
At Marriotts, I can’t remember any instances that I received my digital key before stopping by the check-in desk to show ID and sometimes credit card. I do receive notifications saying that the room is ready but it always tells me to go to the check-in desk (I do have my credit card saved on file).
...
Well… just a heads up to everybody that uses the app check-in feature at Marriotts and Hiltons.
At Marriotts, I can’t remember any instances that I received my digital key before stopping by the check-in desk to show ID and sometimes credit card. I do receive notifications saying that the room is ready but it always tells me to go to the check-in desk (I do have my credit card saved on file).
At Hiltons, I’d say 80% of the time I do get the digital key on my phone as soon as the room is ready and I can skip the check-in desk and go directly to my room.
I’ve never asked but, based on my experience, it seems that Marriott’s official procedure is to only issue the digital key after they check at least your ID at the check-in desk.
Yes
It's pretty awful- and ridiculous. If I pay with apple pay instead of the card apple pay is charging to, how is that a problem? Same thing here.
(although if the room charge was the same as their restaurant charge at that AC hotels, I'm also puzzled why they slept in their car rather than go to another property)
But does read like corporate was shrugging at the mismatch.
This story doesn't pass the smell test. I'm ready, primed and eager to hate on Marriott. But the blame hinges on whether the hotel demanded the exact card he prepaid with, or whether they demanded "a" physical card. I do not believe we're going to learn this in a verifiable way. So Next Story please.
It does not matter - a hotel that demands an inert piece of plastic, when more secure and modern alternatives are readily available, is unconscionable to me.
"Unconscionable" You seem to be using a word like a clickbait title. I find it unconsciounable someone would subject their family to sleeping in a car verse finding other solutions. Curious if you reached out to that property to get their side of the story verse just contacting corporate?
Even car rental companies require a physical cc to pick up a car even if you pay in advance for the cheaper rate and the physical card must match the card you made the reservation with
I haven't slogged through all the comments, but I would ask whether apple charges the business a small % when a customer uses apple pay. If so, and the hotel's margins are razor thin, that might cause a business to require the physical card as a means of saving some money.
This hotel is not in the hospitality industry.
Shame on them for not doing simple problem solving.
An elite guest (or, indeed any guest, sleeping in a car?
Shameful.
Marriott corporate is such trash. They don't care about customers, even a titanium elite member. Terrible customer service. Another reason to go with a different brand.
I am also a titanium marriott member. I have found their service to be fine. They regularly honor a 4pm checkout and offer s room upgrade if available. I stay at their lower tier/mainstream brands.
A Marriott Bonvoy Titanium Elite member couldn't spring for a $20 room at Luxor over sleeping in the car?
Although the sleeping in the car result might be a bit exaggerated, It seems common sense / etiquette has left the hospitality industry.
You have no idea how the conversation went or if he he became belligerent when asked for the card. All you have is a couple paragraphs written in.
1. Forced to sleep in car, so this is the only hotel in LV?
2. Kind of dumb not to travel with a physical cc
Might have been close to midnight, and that causes issues with booking systems.
I use Google Pay with my preferred travel card. But, I no longer even try to use it for hotel stays. I pull out the physical card and tap. In most cases, I have to insert it in the machine. There are lower transaction limits for tapping vs. inserting on most cards.
I have had similar issues, although it didn't result in needing to sleep in my car. My company's corporate cards are virtual Mesh cards, so it exists in Apple Pay only, and there is no physical card. The Finance team is able to issue a physical card for people, but even that does not say the name of the person, just the name of the company. Also it doesn't say the card number, since the...
I have had similar issues, although it didn't result in needing to sleep in my car. My company's corporate cards are virtual Mesh cards, so it exists in Apple Pay only, and there is no physical card. The Finance team is able to issue a physical card for people, but even that does not say the name of the person, just the name of the company. Also it doesn't say the card number, since the cards are generic and just linked on the backend to the relevant virtual card. On two occasions I have had hotels refuse to accept this.
In my case it just meant that I had to put it on my personal card and get reimbursement, which isn't a big deal. However it was super annoying as well as being completely non-sensical. Apple Pay is much more secure than a physical card, as it requires biometric identification. The idea that that is not good enough doesn't make any sense.
Marriott whould change their website and replace "beinefits" for elite members with "suggested benefits."
I had a similar situation recently in Melbourne. The lady at reception explained to me that the electronic card doesn't allow them to place a hold - a limitation of the credit card companies. My story had a much better ending, the same lady explained that she could instead charge my card the hold amount and have it refunded upon check-out, as long as I understand that the refund can take 5 days or so...
I had a similar situation recently in Melbourne. The lady at reception explained to me that the electronic card doesn't allow them to place a hold - a limitation of the credit card companies. My story had a much better ending, the same lady explained that she could instead charge my card the hold amount and have it refunded upon check-out, as long as I understand that the refund can take 5 days or so longer than releasing the hold. I was Ok with that, and in practice, the refund was almost instantaneous. I though they handled the situation very professionally.
I suspect the reception person in Vegas may not have been as well trained - it's a shame it resulted in the family sleeping in their car, and even more of a shame that Marriott defends this property.
Funny how they never need the physical card to charge you a prepayment, no show or the occasional incidentals that someone else put on your room number after you checked out.
This is the bs that I get angry about. If they can charge your card for a no show, they shouldn't require it at check-in.
Maybe they were overbooked and trying to screw OP out of their reservation on a flimsy pretext.
The way Marriott treats clients nowadays I won’t put past time to try something like that
Not trying to blame the victim here, but why didn't arrive with a backup hotel booked? Any experienced traveler knows to pack at least three physical credit cards, two forms of government ID, a signed affidavit from their bank, their long form birth certificate and an attestation of their patriotism from their member of Congress.
I'm not defending the hotel, but is it reasonable to expect a Marriott to focus on hospitality rather than...
Not trying to blame the victim here, but why didn't arrive with a backup hotel booked? Any experienced traveler knows to pack at least three physical credit cards, two forms of government ID, a signed affidavit from their bank, their long form birth certificate and an attestation of their patriotism from their member of Congress.
I'm not defending the hotel, but is it reasonable to expect a Marriott to focus on hospitality rather than revenue extraction? Clearly this customer doesn't understand that the purpose of his stay is solely to provide maximum revenue to the Marriott franchisee, with hospitality, safety and good service as an optional bonus if the proprietor feels like it.
Not siding with the hotel in any way, but it's clear to me that this customer doesn't understand that he is there to serve them, not the other way around. The entitlement of these people!
...if we have to live in Fallout's America, can we at least get atomic-powered land yachts?
I recently had a Marriott hotel email me to let me know that even though my reservation was prepaid, I must bring the exact physical card (not just any card) with me to be able to check in. This was not just a non-cancellable reservation; the charge had already posted to my credit card and the stay was a few weeks away. I suppose it's good that they are least notified me, but it is still a ridiculous requirement.
I have been involved in different aspects of the travel industry for years and I am a former Nevadan.
I am so very sorry for this families experience but I can share from experience that Nevada in general and Las Vegas in particular have more stringent credit requirements for lodging. This is a part of the world that places no trust in customers / guests.
I am also condemning Marriott for even suggesting...
I have been involved in different aspects of the travel industry for years and I am a former Nevadan.
I am so very sorry for this families experience but I can share from experience that Nevada in general and Las Vegas in particular have more stringent credit requirements for lodging. This is a part of the world that places no trust in customers / guests.
I am also condemning Marriott for even suggesting that a person could check into a property without a physical card. Shame on Marriott.
Brad makes a good point. I had a weird run-in with billing at a Vegas hotel once. When I went to check out, the folio had a couple hundred bucks in food and cabana charges from their suite-only pool deck. Thing is, I was in a regular king room - nowhere near suite level, no wristband, no access. I told the front desk that, and the guy gave me this condescending line about how “guests...
Brad makes a good point. I had a weird run-in with billing at a Vegas hotel once. When I went to check out, the folio had a couple hundred bucks in food and cabana charges from their suite-only pool deck. Thing is, I was in a regular king room - nowhere near suite level, no wristband, no access. I told the front desk that, and the guy gave me this condescending line about how “guests often don’t remember what they’ve charged to the room after a few days.”
I pushed back and said, “Look, I never even stepped foot in that pool area. I couldn’t have - my keycard doesn’t open that gate.” He kept typing and squinting at the screen, clearly not buying it, and honestly for a minute I thought I might have to pull a Karen and ask for a manager. Finally he sighed and said something like, “Alright, we’ll remove it this time as a gesture of goodwill.”
It was phrased like he was doing me a favor, but really it just felt like they didn’t want to admit their system mis-assigned the charges. The whole exchange wasn’t dramatic - just awkward, slightly accusatory, and kind of left a bad taste. I was there on business, so I paid what I owed and moved on, but it made me wonder how many people don’t notice or don’t push back.
Not really victim blaming and maybe I don't have the full picture but it's las Vegas. Nobody is going there this year. Tourism there is down significantly. There are empty rooms all over the strip. He couldn't book another? He travels and don't have more than 1 physical credit card between the couple?
I don't excuse Marriott but when I used to be their customer I just assume they would screw something up all the...
Not really victim blaming and maybe I don't have the full picture but it's las Vegas. Nobody is going there this year. Tourism there is down significantly. There are empty rooms all over the strip. He couldn't book another? He travels and don't have more than 1 physical credit card between the couple?
I don't excuse Marriott but when I used to be their customer I just assume they would screw something up all the time. Skip the desk check-in was definitely something I wouldn't trust them on. That company is just ridiculously inept when it comes to tech. They hire all the people that other companies reject.
@Bob,
No, he couldn't and wouldn't book another hotel, because he like many here is tied to the teats of hotel loyalty programs and will continue to be so despite the treatment received. I find it a fascinating psychology.
Good question! Why didn’t they use his wife’s credit card? How can any adult travel without a credit card? So many things can happen - gotta be prepared!
I think the issue has to do with Las Vegas. I don't know if this is required due to unique requirements in LAS, but Vegas hotels customarily require that the guest present at check-in the same card used to make the reservation. I'm not defending the hotel — they should have tried to find a way to make it work — but their hands may have been (somewhat) tied.
I also know that when iPhone...
I think the issue has to do with Las Vegas. I don't know if this is required due to unique requirements in LAS, but Vegas hotels customarily require that the guest present at check-in the same card used to make the reservation. I'm not defending the hotel — they should have tried to find a way to make it work — but their hands may have been (somewhat) tied.
I also know that when iPhone stores a credit card in Apple Pay, it's a different number from the physical card.
I do totally agree that Marriott messed up, and this property is falsely advertising its ammenities. ....
What I do NOT agree with is the following: "With no other options, the family ended up having to sleep in a car." ..... Bull crap! There are MANY alternatives to sleeping in their car. How many other hotels are in Las Vegas? Were they ALL filled? Did he have cash or an ATM card? Get some...
I do totally agree that Marriott messed up, and this property is falsely advertising its ammenities. ....
What I do NOT agree with is the following: "With no other options, the family ended up having to sleep in a car." ..... Bull crap! There are MANY alternatives to sleeping in their car. How many other hotels are in Las Vegas? Were they ALL filled? Did he have cash or an ATM card? Get some cash and pay cash. If that hotel doesn't take cash, there are many others that do ... especially the small independents. Yeah, it might not be as nice as a Marriott property, but it bets sleeping in the car. Did he not have ANY credit cards, debit cards, or cash with him? If so, how does he plan to get home or put gas in the car? That would be the bigger worry! Lastly, he mentioned sleeping in the car on a hot Las Vegas night. It is extrmely unlikely that the car did not have air conditioning. If the fuel is low, he might have to gas up first, but hde could cool the car. Although Marriott is clearly in the wrong, I think this guy added some extra unnecessary drama that could have been avoided. I feel bad that he has brain damage, but there were 2 adults there (he and his wife) to come up with alternatives to sleeping in the car.
We rarely stay at Marriott & this situation from lack of compassion at the hotel to lack of accountablity at the corporate level doesn't incline me to seek Marriott out.
One would think with social media companies would be MORE likely to want to CYA in situations like this....
1) Not all properties are set up to accept Contactless payment methods. I had a recent check-in where I had to swipe (yes, with mag stripe). This was 2 weeks ago.
2) The hotel should have been able to use the card on file used to reserve the room. Unless the guest wanted to use a different credit card, which then creates the issue.
3) Couldn't he had reserve a room elsewhere that accepts contactless...
1) Not all properties are set up to accept Contactless payment methods. I had a recent check-in where I had to swipe (yes, with mag stripe). This was 2 weeks ago.
2) The hotel should have been able to use the card on file used to reserve the room. Unless the guest wanted to use a different credit card, which then creates the issue.
3) Couldn't he had reserve a room elsewhere that accepts contactless payment with a walk-up rate?
4) If this was an Amex card, they should have contacted Amex customer service, as they used to have a service to contact the merchant for card-not-present transaction, usually due to lost card and using this method in the interim.
Were they charged a no-show fee?
I have ADHD and an ABI that made me forget my credit card, but I'm not so impaired that posting a public complaint on the internet is beyond me.
Digital key means just that. The key to your room is in digital form on your phone. So, why did this gentleman, a frequent hotel guest, stop at the front desk. Secondly, having gone to the front desk, you will almost always be required to show ID. Thirdly, who travels by themself or, more so, with a family and none of them have a credit card.
I have stayed at multiple Marriott properties at which they will not accept Apple pay and are only willing to accept a physical card. Upon asking why, at one Marriott, they told me that Apple Pay makes it more difficult to keep the card number in case additional charges need to be added on later. I have no idea whether that is correct or if the front desk staff member was just saying that.
I...
I have stayed at multiple Marriott properties at which they will not accept Apple pay and are only willing to accept a physical card. Upon asking why, at one Marriott, they told me that Apple Pay makes it more difficult to keep the card number in case additional charges need to be added on later. I have no idea whether that is correct or if the front desk staff member was just saying that.
I recall staying at one Marriott where the front desk staff told me that they deliberately disabled their card readers from accepting Apple Pay and contactless payments in general to combat fraud.
@Ed One of the Marriotts that required the usage of a physical card instead of Apple Pay was in Melbourne.
The correct answer here is tokenisation - tokenise the payment instrument and hit the token again if needed.
If the property is storing the card number, they need to be in compliance with the PCI DSS, and the mechanisms for doing so typically allow for hitting a payment instrument again without giving anyone access to the PAN and other details.
I suspect the properties offering such pathetic excuses are not acting in a compliant fashion.
So he was traveling and neither he nor his wife had a credit card? REALLY? It didn't have to be the card used to book the reservation. You can't count on all vendors taking Apple pay. Frankly, this seems a little odd to me.
I would have booked a room at a different hotel and made Marriott pay for it later.
Made them how? Jedi mind trick. Marriott obviously was ready to tell him to stuff it anyway.
Horrible Marriott handling of this matter.
Makes me question if I want to continue staying with them and having a co-branded credit card.
Lol. There are thousands of stories worse on here, and people continue to stay at Marriott properties. Marriott is doing a lot of things right to continue to be the world's largest hotelier.
If you're not "normal"...don't live in America
Although, apparently we've now fixed autism, so ADHD should be fixed by December.
This person is in a city with thousands of hotels and chooses to sleep in their car. They lose all credibility in my opinion. Also feel like this guys wife should divorce him for making her sleep in car with a small kid.
Once had a flight cancelled and figured doing mobile check-in would hold my room/reservation and show me as checked-in. Woke up the next morning to an email that my reservation was cancelled.
After having numerous similar experiences as Ben (checked-in via mobile but was still forced to visit the front desk) and the one mentioned above, I have given up on mobile check-in.
Not siding with the hotel at all (actually opposite)- but to clarify:
- did hotel want ANY credit card for deposit - or did they need the specific credit card used to make and pay for (I am assuming) pre-paid reservation?
in other words, was hotel just trying to get a form of payment - or to prove that the person is not trying to use someone else's reservation?
When I stayed with Hilton hotels, I checked-in on the app and when the room is ready, I get a digital key on the app, bypassing the check-in counter completely. Done it so many times in different Hilton hotels. Marriott needs to wise-up quick! Perhaps that's an indication that they have no faith in their website/app security!
I’d be utterly stuffed. Often now when traveling domestically in Australia I don’t take the physical cards with me just the digital ones.
Ben, consider writing an article about where physical cards must be shown. Now on my list is Marriott, though it might be just for digital checkin? I thought EVA Air sometimes asks for it.
When a physical card is requested, is it possible to just pay with another card if you don't have the physical card.
EVA asked for it when tickets are booked directly from the website. Why? because EVA has a ton of issues getting chargeback after the flight is taken.
I wish Marriott cared.
They have no incentive to care. They treat you all like shit, but y'all keep on staying with them because "loyalty", a half-assed breakfast for free, and the room-upgrade craps-shoot. Vote with your feet, and tell them why you're leaving. Right now they're clearing billions a year in net profit. The only thing they'll understand is a hit to the bottom line.
People do not stay with Marriott because of "loyalty". That thing died a long time ago.
People stay with Marriott because their employer is footing the bill and Marriott issues magical internet points which traveling consultants end up using later on personal trips. This is known as the "principal-agent problem" in Economics. It is why they get away with charging $500 per night in a shitty hotel.
As long as this conflict of...
People do not stay with Marriott because of "loyalty". That thing died a long time ago.
People stay with Marriott because their employer is footing the bill and Marriott issues magical internet points which traveling consultants end up using later on personal trips. This is known as the "principal-agent problem" in Economics. It is why they get away with charging $500 per night in a shitty hotel.
As long as this conflict of interest persists, Marriott got traveling consultants by the balls and they will like it.
If your company is dissatisfied with their corporate travel manager then the same rule applies - give them the boot. They're in customer service. They're meant to be doing what you want. It's a cutthroat industry, there's no need to suffer if they're unsatisfactory.
And why couldn’t he find another hotel room in all of Las Vegas?
ADHD. He wanted Marriott to fix THIS problem!!!
Its very funny that half of these comments are saying that this is a Vegas thing and OF COURSE every hotel in Vegas is gonna require a physical card, and the other half are saying that he obviously should have just gone to any other hotel.
It's wrong to label digital check in at a property where standard procedure is to bypass it and require physical check-in, as the guest found.
But if I had an issue with forgetting things, and am traveling with a spouse, then why not have the spouse carry a physical card when traveling as a safeguard?
Seems a hotel wouldn't be the only place where not having a physical card would cause issues.
The stay in a car overnight wasn't entirely on Marriott.
All my sympathy to the person here BUT I am sorry but disagree with this: "With no other options, the family ended up having to sleep in a car.
First, the guy is a Titanium guest which means he travels a lt so are you saying he had no credits cards on him? How about his wife? Doesn't she carry a credit card in her name that could have been used for the reservation?...
All my sympathy to the person here BUT I am sorry but disagree with this: "With no other options, the family ended up having to sleep in a car.
First, the guy is a Titanium guest which means he travels a lt so are you saying he had no credits cards on him? How about his wife? Doesn't she carry a credit card in her name that could have been used for the reservation? Also, have a family sleep in the car? C'mon! This is not a small towns with only one hotel, s..t happens, get your car and find another hotel for your wife and kid to rest safely until you figure out the Marriott issue. Yes, you may have to pay more but not let your family sleep in the car.
Absolutely
I’m not sure that blaming the victim is the way to go here.
@Christian sometimes "victims" acting in such a bewilderingly stupid way that they have to shoulder some of the blame. This guy; and his wife, like, is she in some kind of coma? Is she mentally challenged to the point where she can't negotiate a hotel reservation?; gave up before they even tried.
If missing the point were an Olympic sport you'd win a gold medal, Pete. The point isn't that the client should have known better or done differently - it's that the Marriott acted so inhospitably.
Some people in life weren't born with your savvy, and that doesn't make them stupid. I had a relative just calmly sit there after being involuntarily denied boarding on a flight due to overbooking and they did not ask for...
If missing the point were an Olympic sport you'd win a gold medal, Pete. The point isn't that the client should have known better or done differently - it's that the Marriott acted so inhospitably.
Some people in life weren't born with your savvy, and that doesn't make them stupid. I had a relative just calmly sit there after being involuntarily denied boarding on a flight due to overbooking and they did not ask for any of the things the airline owed them until we talked on the phone because they didn't know any better. That didn't make them stupid.
It does make you mean spirited to go after the victim so viciously.
He is not a "victim". No more than TSA denying him boarding without ID. He had other options available that he choose not to accept that hurt his family. We have no idea if he became belligerent with the front desk or he refused other options they provided. You only have one side of the story.
You didn't read the article. The hotel wanted the credit card used to make the reservation. Not a different card.
I have routinely made reservations with one card and then used another to check in and pay with. I’ve never had an issue.
I also find it incredibly hard to believe that they would turn down payment from another card.
@Joe D, the way I read it, the article doesn't actually say that...it says "a" card, not "the" card. The impression I get is they wanted _any_ card with the same name as the ID. But I'd love to see some clarification, Ben, you have any!
So, what is the worst case scenario? While in the hotel lobby, grab your phone, book a new reservation with a new credit card under his wife's name (assuming she has a credit card on her) and do not let your family sleep inside the car.
But, did the family offer/have another physical card? Did Marriot say "you must have that physical card" or "we must have a physical card"? The former seems silly; let them use another physical card. The latter seems like a policy one might be able to justify. Why? Because, there are differences in how banks treat tapping vs. insertion vis-a-vis transaction dollar limits.
What’s weird is around 8/10 times staying at a Marriott property in the US I can use Apple Pay on the cc reading machines, just like tapping a physical card. And many of those times the person working the front desk is surprised it worked. I just don’t understand how “tapping” payments is becoming more and more universal all over the world, the less I want to present my card to vendors with the threat...
What’s weird is around 8/10 times staying at a Marriott property in the US I can use Apple Pay on the cc reading machines, just like tapping a physical card. And many of those times the person working the front desk is surprised it worked. I just don’t understand how “tapping” payments is becoming more and more universal all over the world, the less I want to present my card to vendors with the threat of the card being spoofed from a tampered reader.
Plus what’s the point of showing my card if the app has my card information, the card can be recharged with some reservations, and you should’ve able to say, yes I want to use that card on file for incidentals. If my ID matches the reservation and the card/charge is accepted, i still don’t understand the stand by Marriott needing a physical card.
This is preposterous. Demanding a physical credit card when the same card in the Apple Wallet is ridiculous when the two avenues to the same account perform the same function. That's the definition of a petty and arbitrary interpretation of a rule/guideline, and as Ben said, it is also reflective of very poor hospitality. I will be delighted to put the Element Las Vegas Symphony Park at 330 S Grand Central Pkwy, Las Vegas, NV 89106 on my personal no-stay list.
Agreed it was pretty ridiculous of the hotel- but I’m surprised that someone who is a frequent enough traveler to be a Marriott Titanium only travels with one credit card?
In the rest of the civilized world, contactless payments are routine. I left my proper wallet behind at the hotel in Saint-Tropez and made a rather sizable purchase at a local retailer, and they didn't bat an eye at my use of mobile payments.
My question is what if I’m traveling and my company booked my room. Often times I have zero access to the card they are paying as the room is billed to my company and the companies travel person is the one that makes all the arrangements and then just tells me where to check in.
In those cases I don’t even have access to that card. I know I’m not the only person who travels whose company does the travel arrangements, and has their card on file. What happens then?
My experience aligns with yours, Ramon.
I have made bookings for coworkers in the past. I always fill out a credit card authorization form with the hotel in advance with a copy of my credit card and ID.
In my experience the hotel doesn’t usually require the card you booked with, but rather any physical card at all. So in your example, you’d provide a personal card for the incidental hold.
Hmm. I don’t have a take here, but I will share my experience at many hotels - they often insist on a physical card to be inserted (not tapped) on a reader. Why, I have no idea. Traveling with no physical credit, or at least debit, card is indeed risky. I am sorry to hear of the predicament your reader was in.
Right. PENILE is correct - for the US market. Having traveled more extensively in Japan and Europe over the last decade, I've found that European hotels have adapted to the customer desire for contactless payments far quicker. And Japan does it completely differently.
Point being, it's quite odd how far behind Americans are. But American hotels (especially American luxury hotels) seem to have adopted the customer service mentality of a deer tick - viewing...
Right. PENILE is correct - for the US market. Having traveled more extensively in Japan and Europe over the last decade, I've found that European hotels have adapted to the customer desire for contactless payments far quicker. And Japan does it completely differently.
Point being, it's quite odd how far behind Americans are. But American hotels (especially American luxury hotels) seem to have adopted the customer service mentality of a deer tick - viewing their guests almost exclusively as a revenue source to be maximally exploited, with hospitality almost being a side effect.
When I use mobile check-in, I literally never have to speak with anybody my entire stay UNLESS I’m wanting bfast vouchers or some other Elite benefit (which the front desk won’t issue w/o verifying ID/cc). But just to get into my room is never an issue as long as my phone isn’t dead!
@Pam - that's up to the hotel, some are more risk averse and force some or all mobile check-ins to the front desk.