Does Marriott honor the Ultimate Reservation? 5 months and still waiting.

Discussion created by thistravelperson on Feb 11, 2020
Latest reply on Feb 12, 2020 by ketch8

We had a reservation for October 2019, and it was cancelled by the hotel. They eventually found us another location a good distance away. Told us it would be covered. After the stay the hotel charged us for the stay and DOUBLE the rate of the original hotel. Had called about Ultimate Reservation Guarantee even before they found us another room and customer service said no problem. So needless to say, surprised when the charge came in at double the rate. Followed up with customer service three times with same line that we would hear back in 3-5 days. Last week after and 45 minute phone call (one one previously hang up) they said refund would be in the works. Followed up with email today and got the same "we will be contacting hotels involved" and will get back to you in 3-5 days. So obviously customer service was not being truthful about refund...ever. So frustrated. As another member said, seems like Marriott is in a race to the bottom as far as customer service goes.