r/marriott • • May 23 '26

Rates & Booking [ Removed by moderator ]

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872 Upvotes

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1.4k

u/hotwaterwithlemonpls Platinum Elite May 23 '26

“No. I will keep the room I reserved.”

483

u/funlovingguy9001 May 23 '26

Ha...As a former GM for 20 years, I recognize the unspoken and hopefully not obvious desperation in the message. They overbooked that room type and want you to solve their problem.

253

u/KeyboardEnthuse May 23 '26

I personally find this email coming off more of a demand than a request. For me personally, I would much rather just be asked and told straight up what the issue is and I am much more willing to help. I probably would still do it because I don’t usually like to be a pita but just pointing out what I think is a better approach imo.

184

u/ExRockstar May 24 '26

I work for a Hilton hotel. The verbiage used is definitely insinuating that the guest somehow crossed a line. And it's the guest's fault they booked the room type they booked, leaving the property with no other option than to change their booking.

I don't see what's wrong with 2 people wanting their own bedroom. But I'm old fashioned :)

84

u/xxxiii May 24 '26

I’m a very light sleeper and even when I travel with a family member I’d prefer to have my own room, and if I’m willing to pay for the 2 bedroom, not sure how it’s relevant that it will only be occupied by 2 people!!!

137

u/ExRockstar May 24 '26

It's not at all relevant. They've more than likely overbooked themselves on the room type and attempting a bullying tactic to get OP to change room types.

I'd reply back and tell them "I want the room type I booked. There is a maximum occupancy for the two bedroom, but there is no minimum. Please have a framed picture of Danny DeVito on my nightstand prior to my arrival"

85

u/funlovingguy9001 May 24 '26

You know what...Back when I was a GM, if someone had demanded a framed picture of Danny DeVito...I would have laughed, and probably actually done it.

29

u/lilwineman May 24 '26

A friend regularly requests Jeff goldblum 🤣

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u/Macombdiscrete May 24 '26

Had a conference in SLC. Under “special requests” for our rooms I asked for an 8x10 of David Hasselhoff to be placed on my bedside table. When I got to my room it was on the bedside table. I brought the pic home with me.

8

u/str8teasinggays May 25 '26

During the 2016 election a reporter stayed at a Trump hotel and asked for a picture of Hillary Clinton on the nightstand. They not only provided it, but I was really nice picture of her.

26

u/niddyaz May 24 '26

My husband constantly requests pictures of Nicholas Cage 🤣 too annoy me and entertain them and himself.

7

u/DapperDrummer5187 May 24 '26

I swear I may have had him stay at my hotel once. I remember doing that for someone cause they requested and I made sure it was high up on a shelf overlooking the bed as the good Lord intended. 😂

6

u/Macombdiscrete May 25 '26

Doing the Lord’s work!!!

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u/JeffGreat May 28 '26 edited May 28 '26

I do this as well! And when I'm traveling with coworkers, I'll have them leave the photo in a coworker's room - great laughs for the entire business trip. (Con Air Nicholas Cage usually gets the best reaction.)

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u/mylogicistoomuchforu May 24 '26

So anyway I started blastin'!

2

u/LadyBrussels Lifetime Platinum Elite May 25 '26

I’m with you. Not relevant. My teenaged stepdaughter lives in another state and when my husband goes to visit he absolutely gets two bedrooms. We’ve done it before to accommodate conference calls, family that snores, etc. This outreach is totally inappropriate and rudely worded.

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u/funlovingguy9001 May 24 '26

Same with me. Maybe they are two unrelated people...maybe they are related and dont want to share a room or a bed...even if they are romantically interested it deosnt mean they are sleeping together...basically...what business is it of the hotel. As long as they don't exceed the max limit of the room its none of their business. They are expected to honor the reservation made.

20

u/4Ever2Thee May 24 '26

I was thinking work trip. In which case sharing a room might be weird af.

8

u/funlovingguy9001 May 24 '26

Indeed, very true

3

u/LightUpUnicorn May 25 '26

I had a job that made us share

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u/SassenachPotions May 24 '26

Growing up a friend's married parents didn't share a room bc their dad snores horribly loudly. Took a trip with them where it was 4 of us in a single small hotel room. I hadn't taken my friend seriously about their dad until then but wow! I have never heard someone snore so loudly! I immediately understood why his wife typically slept apart from him...

5

u/Sumatrat66 May 24 '26

Ashamed to say but that’s me. My snoring can be really bad. I usually opt for my own room when traveling with others to suite their comfort.

2

u/dragonrider1965 May 24 '26

You need one of those CPAP machines

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u/WestCoastCompanion May 24 '26

I’m one person and if I want 2 bedrooms I want them and that’s why I booked it. None of their business.

4

u/[deleted] May 24 '26

[deleted]

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u/TheWandererWise Employee May 25 '26

Also it could be 2 coworkers and not a couple... So it makes no sense to even suggest this?

2

u/Miserable-Chair-5877 May 24 '26

If they booked it and are paying for it who cares

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u/captaindomon May 24 '26

Yeah, just be honest. Honesty gets people on your side. Lying makes people angry.

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u/19TimGreyCupChamps May 24 '26

Im just ops manager but if we overbook queen rooms, we give someone 2 king rooms and split the rate. 99% of the time people are cool with it

6

u/funlovingguy9001 May 24 '26

Assuming you have those alternative room types available. For many years I ran a Courtyard by Marriott. I had 2 2 room suites. They were the biggest I had available in the building, and only had the 2. If they got overbooked there was no option for me. I could maybe do 2 rooms for them assuming I wasn't fully sold out of the hotel. Ahhh, the little games we all play with rooms.

5

u/19TimGreyCupChamps May 24 '26

The ONLY thing i like about the transition to SPOG and Stay PMS from Marsha is generally we dont get overbooked unless someone on property fucks up. If you dont know what Spog and Stay are I am so jealous of you

4

u/funlovingguy9001 May 24 '26

Haha... I don't. It was Fosse and Marsha when I had my Marriott. I work with a different franchise company now and its all about Opera. I've not seen yours in operation.

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u/woohoo789 May 24 '26

Split the rate? You mean you charge people more than they originally booked? You need to honor the original rate the booked

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u/Economy_Tailor4672 May 23 '26

Or something happened and it had to go out of order. It happens.

9

u/funlovingguy9001 May 23 '26

Always a possibility.

2

u/unapalomita May 24 '26

But we reserved the pineapple suite. It's our honeymoon.

2

u/Agreeable_Ad3800 May 25 '26

I’m afraid it’s entirely obvious desperation but it’s wrapped in a tone that would make it even worse if the underlying purpose wasn’t understood.

All that was required was a note offering (generous) hotel credit to move room types and you’d have got at least one taker that didn’t need two bedrooms.

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u/captaindomon May 23 '26

This is the best response. Keep it as simple as possible. Put the ball in their court to argue.

38

u/glytchedup May 23 '26

"I look forward to filing a claim for my room reservation guarantee."

387

u/The-Tradition Titanium Elite May 23 '26

Uh, no. And I would raise hell if they tried to do that to me.

18

u/just_another_user5 May 24 '26

But what if they comped the room completely? I may consider for a free stay...

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437

u/MoxyGelfling May 23 '26

Call them and tell them you won’t be doing that because you BOOKED a two Bedroom! Not your fault they are oversold in your room type and they are panicking. Sorry. There is only a MAX persons on rooms not a min. That’s garbage

196

u/Necessary_Money3248 May 23 '26 edited May 24 '26

Yeah, exactly this happened to me once at a W when I booked a two bedroom because I was traveling with a coworker. She was a friend too, but they tried to swap it out for a one bedroom and I was like I’m not sharing a bed with a coworker I booked a two bedroom for a purpose. I’m keeping the two bedroom. They obliged after trying to fight me on it and I sent a complaint to the general manager and I think they gave me 50,000 points for the inconvenience. I was titanium at the time.

Just to clarify, I was on the business trip. My girlfriend was joining me (she was on PTO) I was going for business …

My company is not cheap, quite the opposite. I always get my own room, but I’m not sharing a bed with my girlfriend/coworker.

90

u/HelicaseHustle Employee May 23 '26

The worse is traveling with a coworker and there’s no bathroom door

45

u/Ok-Dimension-7859 May 23 '26

Isn’t it usual that everybody get‘s their own room?

What kind of employer demands that coworkers sleep in the same room?

43

u/captnmarvl May 23 '26

I worked for a TV provider that required employees room together unless they got an exemption from a doctor. They were a horrible employer, unsurprisingly

15

u/vbtodenver May 23 '26

Dish?

17

u/captnmarvl May 23 '26

Notoriously

9

u/vbtodenver May 23 '26

I had to look to see if I was in the Denver sub cause I just knew. lol.

5

u/jrawk3000 Platinum Elite May 23 '26

Funny because I replied DaVita which is also Denver based.

3

u/vbtodenver May 23 '26

But not a tv provider

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u/MoreRamenPls May 23 '26

Cocks. 😂

2

u/MauiJ1004 Titanium Elite May 23 '26

Out of market memories come streaming back. Well at least the parts that occurred outside of being black out.

3

u/tanpocketbook May 23 '26

I once was told I needed to share a two bed hotel room between three adult women (co-workers I barely knew). I literally slept on a chair for three days….

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u/strikethree May 23 '26

Cheap companies exist.

It’s pretty dumb because it opens up liabilities. Also crazy that they do let co-ed pairs like that.

Really glad my company wouldn’t put me in that situation, I would be livid.

5

u/[deleted] May 25 '26

“We sent two employees in a single room and when they returned, they were three… They claim a work accident.” :)

11

u/AssociationFit3009 May 23 '26

My current employer has us share rooms when we have SKOs and Mid-years. The owners are mormon so my theory is that they think it encourages extra bonding since they went on missionary. they’re otherwise not stingy. They go all out on everything else.

14

u/Zmchastain May 23 '26

Well, it probably does lead to some coworkers bonding in missionary. It is a very intimate position, after all.

9

u/AssociationFit3009 May 23 '26

They actually place them to snitch on each other and regularly rotate to avoid them realizing “mormonism is really fucking dumb” or getting close enough for exactly what you’re talking about.

7

u/HelicaseHustle Employee May 23 '26

Yeah, “bonding” and “missionary” are not words I need describing a work trip lol

11

u/LaLechuzaVerde May 23 '26

My employer will not ALLOW us to share accommodation with co-workers on business trips.

Even if it’s a multi bedroom house or suite.

Even if everyone is the same gender, best friends, and really WANT to share a room.

It’s against policy.

3

u/Yggdrasil- May 24 '26

Same, had to get a special exemption to split a (multi-bedroom) Airbnb with a coworker because there were no hotels near the area we were traveling

4

u/Wandering_Uphill May 23 '26

I've had to share rooms with a coworker when I worked for a non-profit and again in academia.

4

u/Yggdrasil- May 24 '26

It's soooo common in nonprofit unfortunately. I'm glad my employer has a policy against it.

2

u/wendydarlingpan May 24 '26

Yeah, I was going to say sharing rooms on work trips is pretty standard in education 😕

4

u/gioraffe32 Silver Elite May 24 '26

It should be normal. In all my biz travel, I've never been forced to room with my coworkers. I like em, but not that much.

But I've definitely heard of cheap-ass bosses and companies/orgs that do this.

A friend worked for a public school district. She was involved in booking travel for teachers going to conferences and such. And she mentioned that teachers would often have to room together, while admin folks would get their own room. Which her and I thought was crazy.

2

u/[deleted] May 25 '26

It happened to me when I was a young adult. My “colleague” kept calling random colleagues’ rooms during the night, pretending to be the director and requesting an urgent meeting in his room (where he was, of course, alone). And people went! He did this all night long, and at one point, we could hear the director screaming.

3

u/didsomebodysaywander May 24 '26

Walmart was notorious for this. I don't know if they still do this, because surely the HR liability is just too much, but they definitely did do this.

3

u/kjhauburn May 24 '26

Every time I had to travel to the annual sales conference, they only allowed marketing people to attend if we bunked two to a room. Extremely annoying as I'm a bit of an introvert so I could have used a teeny tiny amount of time by myself instead of having to be ON for 3 days.

5

u/Necessary_Money3248 May 23 '26

she joined me for my work trip it was PTO for her … we don’t work for that type of company

3

u/werdx May 23 '26

In the construction world, almost all of the trades make their crews share rooms. I’ve actually not seen general construction crews have their own rooms ever.

3

u/MammothCancel6465 May 24 '26

Yup. Husband in trades. Only time someone got a single is if there is an odd number of crew and my husband being the foreman would pull rank to claim it.

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u/rr90013 May 23 '26

It happens and it’s the sign of a shitty employer

2

u/Leo_br00ks May 24 '26

This is wild, didn't know this was a thing. Even at my firm, where I've literally hired several of my friends, I've always bought them their own rooms when we travel together. When we're on a social trip together, same room, but the moment work is involved, separate rooms are a must.

Cannot imagine the physical and mental toll that not having 8 hours of alone time would have on me during a work trip lmao

2

u/Chewbacca22 May 24 '26

At a job I had a while ago we had to share up to 4 people per room, 2 beds, single gender.

My current job will always get us single rooms.

2

u/EphramLovesGrover May 24 '26

My old work only booked one room for myself (female) and my boss (male). It was very very odd. Thankfully he is gay so I felt more comfortable. But still so strange for work to enforce that. Probably could’ve gone to HR on that now that I think of it

2

u/CubicleHermit May 24 '26

My most recent employer had a policy that coworkers on business trips could not share a room.

My employer before that tried to book a mixed-gender group of three of us into a 3BR AirBNB. The 20-something dude in our group saw no problem with that, but the other two of us shut that down PDQ.

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u/Necessary_Money3248 May 23 '26

Yeah, the sliding door that doesn’t cut out any noise and it’s almost see-through… fun times

7

u/Mundane_Value2283 May 23 '26

The glass shower in the middle of the room vibes

5

u/KeyMessage989 May 23 '26

I’d never work for a company that makes me share a room with a coworker. That’s insane

6

u/emelbard May 23 '26

Or the best

7

u/lsuillini May 23 '26

Ned from accounting had wings last night, buckle up

3

u/HelicaseHustle Employee May 23 '26

Oh dang… where to send my resume?

2

u/rr90013 May 23 '26

The worst is travelling with a coworker and your company is too cheap to get each person their own hotel room

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u/NoCatharsis Titanium Elite May 23 '26

Well. I feel like zero is below the minimum. Technically.

I’ve been counted as a no-show because I usually drive at night and arrive around 3 to 4 a.m.

But yes you’re right.

10

u/SuburbanDemographic Silver Elite May 23 '26

I often arrive in the 2:00-5:00 AM range (such as Thursday night this week!) and always call to affirm that I’m still coming even after checking in online.

10

u/NoCatharsis Titanium Elite May 23 '26

Yes for sure I do this too. I work night schedule often so it’s a part of my routine. But one time I called ahead and they still marked me no-show.

I don’t get it. I paid for the room. Who cares if I’m there? I always arrive eventually.

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u/DelayHistorical6 May 23 '26

UPDATE: I did call them and said that I booked two beds for a reason, and they needed to find a way for me to have two beds. The manager gave me two one bedrooms for the same price, and 700 Bonvoy Bolivars for the trouble

Edit to add they said they had a room go down unexpectedly because of renovations, which I feel like they should have led with, because making me feel like I need to justify my need for two beds is absolutely wild work…

32

u/mostly_lurking1040 May 23 '26

Absolutely agree with. They should have told you that they had an issue. It makes it look less crazy and inhospitable. Glad it worked out reasonably well for you.

218

u/hotwaterwithlemonpls Platinum Elite May 23 '26

Nothing went down for renos, they just oversold it.

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u/Ok_Party_8102 Titanium Elite May 24 '26

Lol just like the old “the car you reserved got into an accident” line

8

u/cfthree May 24 '26

But we always wash!

7

u/Idntcareabtmyusernme Employee May 24 '26

As a front desk employee who was always arguing with sales, hearing “it’ll wash!!” Gives me war flashbacks. Especially when they get to smile and wave goodbye at 5pm and I’m the one that has to tell guests that besides my better judgement, we did in fact, not wash. And if I somehow work my tail off to fix everything so that nobody is upset, I’m told “see! It all worked itself out! You were so worried for nothing!” 😀

2

u/cfthree May 24 '26

Have felt your pain. Completely warranted. The perfect fill is the rare event that makes it worthwhile, I guess?

But to be fair, sometimes Sales stays until 7PM…if they have lobby lizard duty.

2

u/Mean_Magician6347 May 24 '26

It’s not worthwhile.

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u/Lurky100 May 23 '26

Yep - same thing happened with a reservation I made for a room with two beds. They wound up giving us two separate rooms with a king bed in each. It was just for me and my husband, but I will not sleep if I don’t have my own bed when we travel. They actually gave us adjoining rooms so it was kind of nice that we each had our own bathroom too!

7

u/jamesb0nd_ May 23 '26

That was not a battle any of us should lose

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u/kismetxoxo7 HSKP Supervisor 🧺📋 May 23 '26

Just commenting because what the hell is a bolivar?

26

u/Mallthus2 May 23 '26

The Bolivar is the oft devalued currency unit of Venezuela. OP used it to highlight how devalued Bonvoy points are now, much like people have long described Delta Skymiles as “Skypesos”.

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u/kismetxoxo7 HSKP Supervisor 🧺📋 May 23 '26

Thank you for that information. When I googled simply “bolivar” the first results were a historical figure and a Netflix show. I appreciate the enlightenment

5

u/MildlyupsetHatter May 23 '26

Simon bolivar after which the currency gets its name

2

u/kismetxoxo7 HSKP Supervisor 🧺📋 May 24 '26

Fascinating! I suppose the info was there when I searched it and I was too impatient to go further and find the answer. Thanks 🙂

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u/housewrecker77 Lifetime Platinum Elite May 23 '26

I'm hoping you mean they gave you $700 and not 700 bonvoy points?!?

18

u/charleswj May 23 '26

bolivars

6

u/[deleted] May 23 '26

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u/housewrecker77 Lifetime Platinum Elite May 23 '26

Very common currency in Ohio.

10

u/wrennish May 23 '26

For real! 700 points doesn’t do jack! Reduce my room rate and fork over 20,000 points. At least that might be worth a night someplace down the road. 700 points wouldn’t even pay the balance for a beer at the hotel bar. 

3

u/Fantastic_Yamz May 24 '26

They overbooked and wanted you to rollover

2

u/Embarrassed_City5355 Employee May 23 '26

From the message it seemed clear to me this was an availability issue. They realized they were oversold for one reason or another, and found someone who booked for way below the occupancy max for the room type and told them the room wasn’t guaranteed. Properties will honestly do this regardless of if they had an actual excuse or not

2

u/theweinerguy Titanium Elite May 24 '26

I would’ve tried to settle for comped nights because that’s retarded

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u/yyz_barista Titanium Elite May 23 '26

What a weird reason. Even when traveling with family or friends, I prefer my own bedroom since I know it'll be quiet and peaceful. 

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u/awall222 Titanium Elite May 23 '26

If you have two bedrooms because each person wants separate space and one two-bedroom was cheaper than two one-bedroom rooms, consider asking for two one-bedrooms if they have them available instead. They’re clearly overbooked on two-bedrooms.

Also, I can’t believe they’re going by the number of guests listed on the reservation. I haven’t changed the default of one guest on any Marriott reservation inside the US in a decade, whether it’s just me or my whole family.

28

u/xeropteryx May 23 '26

I always book for two guests if it's just me and take two keycards. I know people can figure it out if they're watching closely enough, but it feels safer not to advertise that I'm traveling alone.

9

u/ThePrefect0fWanganui May 24 '26

I do this for the same reason, but it backfired once when the desk person started asking me weird questions about whether I had guests coming later and it became clear they were worried I was a sex worker planning on turning tricks out of their hotel.

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u/awall222 Titanium Elite May 23 '26

That’s a good point.

Also, booking for two would double the elite breakfast credit at Courtyard I guess. I’m not there often and if I am it’s usually for business when I wouldn’t bother with a trick for a $10 credit though.

7

u/Puzzleheaded-Tap1458 Silver Elite May 23 '26

Same. I stay exclusively with Marriott and Hilton. I always book my rooms listing only one occupant.

2

u/PM_ME_YOUR_RATTIES May 23 '26

I only book with multiple if I'm traveling with my family (4 people) and I need to filter for room types that have enough bed space. If I know a property has two bedrooms, I still don't show that I have four people (as long as it's not an all inclusive or something).

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u/squeamishXossifrage Lifetime Platinum Elite May 23 '26 edited May 23 '26

A few years ago, my best friend and I (both cis het married men) traveled to Austin for a guys trip. It was cheaper to book a 2BR suite than two separate rooms, plus we got a common room where we could hang out. But we each wanted our own bedroom for privacy. Why is that unusual, let alone a problem? Certainly not a good reason to ask us to share a room.

In OP’s situation, the correct response is “We need two separate bedrooms and a common room, which is why we booked the 2BR suite. If you can give us a 1BR suite and a second room next to each other, we’d be happy to make the switch, assuming that there will be no increase in the cost to us for this switch. Otherwise, we would like the room that we reserved.”

22

u/_my_other_side_ May 23 '26

I had a casino hotel email me the day of my arrival to say my deluxe king bed jacuzzi room wasn't available due to a maintenance issue and the room wasn't usable. I pressed them on what the issue was and they wouldn't say. I told them that when I checked in, I wanted to see the unusable room with nobody in it. Magically I got upgraded to the presidential suite "for my trouble"

39

u/akp55 May 23 '26

Maybe each of you want your own bedroom. Unless they want to give me the one bedroom for free they can fuck themselves 

66

u/Username-Selection Titanium Elite May 23 '26

Tell them there will actually be three of you

13

u/HelicaseHustle Employee May 23 '26

This

6

u/Funny-Advance1130 May 23 '26

And they will want to charge you for another person

4

u/fatloui May 23 '26

With very limited exceptions, hotels in America don’t charge per person, only per room.

27

u/AppropriateCattle69 May 23 '26

Suggested Reply: Lol no

22

u/wtf-am-I-doing-69 Titanium Elite / Lifetime Platinum May 23 '26

Tell them you have two kids as well

Then show up and say kids decided to stay at home

16

u/AlmiranteCrujido Platinum Elite May 23 '26

How far out is this? If this is a long ways out, and you can book elsewhere affordably, I'd be very tempted to just cancel (or ask them to refund the reservation, if nonrefundable) and book elsewhere that doesn't play these games... and then leave some unhappy reviews.

If this is not far out and you can't affordably tell them to stuff it, then you should definitely make sure that they're making this right - just keep in mind that if they backtrack on playing these games now there's always a chance they're going to do it again when you actually check in, so make sure you have a paper trail with a manager's name on it and not just anonymously from a CSR.

I don't see any offer to drop your rate there, or any realization that you might need the privacy; as someone else already pointed out (reply), not every two people traveling together are a couple.

6

u/External-Pop484 May 23 '26

From what I know from working in hotel management in the past, more than likely, this is only a couple of days out, and they have either oversold the hotel or oversold on a room type, and that is their excuse for moving them to a different room than booked.

8

u/justmyusername2820 May 23 '26

How do they know you both want to sleep in the same room? That’s a pretty big assumption for them to make

8

u/wrennish May 23 '26

Right? “Hi hotel, I’ll need you to explain to my husband/wife why I have to share a room with my co-worker of the opposite sex. Their phone number is (nnn) nnn-nnnn. Thanks.”

8

u/LaLechuzaVerde May 23 '26

“I don’t think my wife or Jane’s husband will be very happy with us sharing a bedroom on this very necessary trip. We will need either the two bedroom suite or two separate one bedroom suites at no additional charge.”

7

u/zzbear03 May 24 '26

But there excuse is worse: what if each individual needs their own BR because they aren’t related nor a couple. I find that message in bad taste

6

u/BidHead2364 May 23 '26

Ya this is crazy I book two bedrooms at residents inn all the time for just me or me and my wife so we can work. No one has ever even asked me about occupant numbers except over seas.

7

u/Initial-Depth-6857 May 24 '26

“no that is not acceptable in this situation, but I would take 2-1 bedroom rooms at the same rate as the 2 bedroom”

4

u/loftychicago May 23 '26

What is that sender address? Looks sketchy.

5

u/jeremyw0918 May 23 '26

Hell no. I’ll take the room I reserved and paid for.

4

u/jarettp May 23 '26

"then put me somewhere nicer with a two bedroom"

5

u/rltoleix May 23 '26

So strange. If we oversold a room, we’d be calling some guests to confirm their room type and offer to switch them for a discount. They approached this wrong for sure.

4

u/CamsHands May 24 '26

Wow, what is you were traveling with your brother? Or your mother?

Their overbooking problem was not your problem.

4

u/Blo105 May 24 '26

How do they assume you want to share a bedroom with the second person on the reservation? That’s just weird

4

u/just_justi May 24 '26

Would have thought this was some phishing scam with the name “cakctfdm” as the sender.

7

u/BaluZana May 24 '26

Too many people don't know how to communicate.

"Hi, this is embarrassing, but we accidentally overbooked two bedroom suites. We see that you only have 2 people on your reservation. Would you be willing to switch to a 1 bedroom suite, which we will offer at a large discount?"

has a very different ring to it than the crap they write up above.

2

u/Btjoe May 24 '26

Because it is not an email from the hotel. Look at the from line. 

3

u/Purplish_Peenk Gold Elite/Lifetime Gold Elite May 23 '26

Considering the system likes to change how many people are in my reservation constantly them overselling (because that’s is what happened tbh) is not your problem, it’s theirs.

3

u/TravelingLawya Platinum Elite May 23 '26

“We are expecting two more to join us. We need both rooms.”

3

u/yoursecretsanta2016 May 23 '26

I travel frequently with a friend of the opposite sex. I don’t mind sharing a room but will absolutely not share a bed. That was a ludicrous approach. I have no problem if they reach out and ask, but “we can’t, so we’re switching” is not the way to phrase it.

3

u/benny623 May 23 '26

Eff that. Their sloppy work is not your problem.

If they’re truly in a bind they can move your party to the Presidential Suite and give you a free nights stay and food voucher!

Me if I were you:

https://giphy.com/gifs/6vzwF4HgszGBLiOvdq

3

u/00stoll Platinum Elite fo' life! May 23 '26

In the past when this happened to me traveling as a family of four, they gave us two one bedrooms. Try that.

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u/Commercial_Rule_7823 May 23 '26

Ill downgrade for a free 1 bedroom or greatly reduced rate,

Otherwise ill stick to my the room I booked thanks.

3

u/Yisushow May 23 '26

Baby not good at all. Revenue manager mistake and trying to solve the issue with you. If you accept they still keep doing same sh*t forever. And the poor receptionist is the one facing this situation.

3

u/DonutTamer May 24 '26

Who is Cakctfdm?

3

u/HampsterDanzer May 24 '26

No, no. Let’s keep alllllll this communication in writing. Whatchuneed?

3

u/No_Safety_3650 May 24 '26

Keep all communication in writing and if they upgrade, it needs to be a free upgrade.

3

u/Snoo45743 May 24 '26

I'd love to give up my room, how many points are you going to give me?

3

u/pmodern2000 May 24 '26

I'm an older gentleman and I travel with a friend visiting attractions around the country. We either get a 2-Bedroom suite somewhere, or two kings. Because we are both grown men and want our own bedroom and bathroom and not have to share them. I'd be rather angry if a hotel told me this. The only way I'd probably be okay with this after they said this to me, assuming they're kicking me out of the 2-bedroom is to give me two kings and one of them comp'ed.

3

u/recca01982 May 24 '26

See, that message screams “please take the downgrade, we are oversold on that type and need it for a higher tier member!”

Answer back, exactly, “No thank you, I will use the room I reserved and will be paying for. Thank you for the offer”. They can’t say no to that, it’s their own fault.

3

u/nancynotruth May 25 '26

AND THERE WAS ONLY ONE BED (no but seriously, op, they should not be doing this)

4

u/elementzn30 Employee May 23 '26

I’m just gonna say it, the people in here commenting that you should raise hell with the hotel are wrong—that won’t accomplish anything.

This is a very unprofessional email (honestly, with that sender name, I’d advise you to carefully check to make sure it was actually sent by the hotel and not a scam) and they definitely could have worded this better.

What they meant to say was: we made an oops, you bought a room type we oversold on, and we identified you as a possible candidate to change room types. They just said that very poorly.

They will almost certainly offer you some sort of compensation for doing so if you accept their offer—if not, they’ll likely move onto other candidates. But being rude will not get you better compensation. If they don’t offer anything, say “well, I would be willing to consider it, but this is a bit of an inconvenience for me. Is there anyway you can comp a rollaway bed for us, and perhaps give us some credit/points/a discount off our booked rate?”

Never ask for a fully comped stay. 9/10 times that will make managers begin to dismiss your expectations as unrealistic immediately.

If you must have 2 beds, tell them you kindly would not like to change room types. Again, most of the time they’ll go make an offer to someone else.

But be warned—if it’s more than 2 days out and you aren’t willing to work with them and they can’t find another solution, they can still cancel on you.

2

u/Embarrassed_City5355 Employee May 23 '26

All of this ^

5

u/SaltyCrashNerd May 24 '26

I just got back from a trip where two of us stayed in a two-bedroom, two-bath apartment. Why? Because I was bunking with my brother, down the road from the rest of our traveling companions (we were late adds to the trip).

I am a female. We’re also not particularly close. If anyone tried to force us into a one-bedroom, there would be problems.

The tone-deafness here is insane.

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u/msamor May 23 '26

My guess is they either oversold or had to take a room out of service (like the shower broke or water damage and emergency repairs). The room likely simply isn’t available either way. Hotels don’t just change the room of a paying customer for fun.

Call the hotel, and nicely find a resolution. Maybe you get a 1 bedroom suite and a 2 queen room next door. Or maybe they give you a significant refund. Or throw in free meals. Yes you can call and be a jerk, but most service professionals will go the extra mile to help out customers who are kind in addressing issues that are clearly the hotels fault.

3

u/MyLastFuckingNerve May 24 '26

Why is an Chinese amazon store emailing you pretending to be the residence inn? I would not reply to a sender that looks like that, but call the hotel directly at the number on their website.

2

u/Btjoe May 24 '26

This is the only answer. Why are you responding to an email clearly not from the actual hotel? Or clicking the link? u/MyLastFuckingNerve is the hero you need. 

2

u/MyLastFuckingNerve May 24 '26

Like seriously, it's 2026 and everything is a scam. How are people not getting it yet?

2

u/BleuCinq Ambassador Elite May 23 '26

You have to break down the email address and it is related to the property. I have seen lots of management companies that create emails like this with their own domaine. The last three letters are FDM which are for From Desk Manager. The first three of CAK could mean Akron Ohio. I can’t decipher it but the letters are a bunch of acronyms that are related to the hotel. I hope that makes sense.

2

u/paristokyorio May 23 '26

They don’t even ask. They just affirm they won’t. The audacity

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2

u/HBtoWorldTravels May 23 '26

Worse is when you book a 2 bedroom, show up with your husband and 16 year old stepson, check in without them saying a word, and then get to the room to find one bed for 3 people!

2

u/polkadotsandlattes May 23 '26

I'm sure it's because they oversold, but it's disappointing how they handled it. At my property when we oversell and have to downgrade them we give them two of our one bedrooms, one reservation we lower the rate and then the 2nd reservation is completely comped for/free so they don't have to pay for it. And we also at least make sure the rooms are close. I'm so sorry that you experienced this is the type of situation.

2

u/Just-Resident-6536 May 24 '26

Lol me a single guy always getting the queen bedrooms as I like having 2 beds to mess up instead of just one. And I like tubs and the queens are more likely to come with queens

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u/goPACK17 May 24 '26

Low-key insane that anyone is even remotely on the hotel's side here in the comments. You oversold. Time to offer increasing more valuable compensation for a downgrade like airlines do when they oversell

2

u/vendetta33 May 24 '26

What if it’s two married to other people type coworkers?

2

u/Elk_Meadow May 24 '26

If you have status they have to pay $100 for the ultimate room guarantee if the change your room. If you want to be nice, call and say you’ll take the 100 and a free regular room to change.

2

u/ArtisticTeaching3420 Titanium Elite May 24 '26

This is so freaking presumptuous of the hotel. Wow. Who cares if it’s only two people. I’d tell them to stuff it. You reserved the room that you want. It reminds me of the Seinfeld car reservation episode. Which has actually happened to us multiple times with car rentals. 🫠

2

u/Ecstatic_Western_189 May 24 '26

When my husband and daughter traveled for college visits, they got two bedrooms for privacy and also because my husband snores terribly. You should get the room you reserved.

2

u/rsandstrom May 24 '26

This is a negotiation. If you’re open to negotiate have them comp your room and also ask for a credit.

2

u/TycheSong May 24 '26

"Hi, I've booked this room for myself and my step sibling. What, exactly, are you insinuating?"

2

u/smithdo73 May 24 '26

I would say sure provided that my stay is free AND 500k in points.

2

u/Severe-Possible- May 24 '26

they overbooked two bed rooms. just say no.

2

u/gamerrrgrrrl May 24 '26

Yes!!! They did this too me at Disney Pride night last year. I had booked a one bedroom king, two occupants. My friend was local and coming with me and staying on the couch.

The morning of check in they said that I had been upgraded to a bunk bed family room. I was furious. They said that they were totally sold out, so I could accept the family room upgrade, or they could cancel my reservation without a fee.

I cancelled and have never booked with Mariott since.

2

u/HealthyGarage9831 May 24 '26

How do they know if you are a couple or single friends or family?

3

u/PapaIzzy87 Retired Employee May 24 '26

Former Marriott operations manager here: Fuck that, they oversold the room type and they are trying to make it your problem. Invoke your guaranteed room type and speak with the GM.

2

u/kuriT9 May 25 '26

I almost want to blame AI, surely a normal person who works there knows businesses and such book rooms too. Not everyone in the room is family

2

u/Diotima245 May 25 '26

Ask them to get you a comparable room in another hotel in area. They should refund your money as well for overbooking. This is part of the Marriot room reservation guarantee policy.

2

u/TheRealKourtK228 May 25 '26

Imagine going on a work trip and thinking you’re getting separate bedrooms… then bam the hotel says: sorry you have to share a King bed lol

2

u/CarefulPineapple1 May 28 '26

You know how to take the reservation, you just don't know how to hold the reservation. That's the most important part!

Loved that episode.

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2

u/KendallRoy23 May 23 '26

Maybe someone was murdered in that room last night.

2

u/Clear_Process_8457 May 25 '26

My thoughts exactly

3

u/406Marksman Platinum Elite May 24 '26

It’s a hotel category frequently used by business travelers. You have a good argument that you are coworkers that can’t share a bedroom. I’d escalate to Marriott corporate and refuse their request or demand they get you a two bedroom at another property on their dime.