A family's long awaited trip to the Bahamas left them $1,400 in the hole after they say they were turned away from the hotel they had planned to stay at. According to the wife, she and her husband had reservations to spend the night at the Marriott Courtyard, however when they arrived they were informed that the hotel had been overbooked, and the family's room was given away.
But, to add insult to injury, there were no other options nearby, and the family had to spring for the only room a hotel down the street had left, which was a pricey suite. And their story doesn't end there either, because they said repeated attempts to contact Marriott for reimbursement went unanswered. Here's what they say went down.
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♬ original sound - FYPNEWS6A California family reached out to a consumer reporter working for NBC News in the Bay Area, after they say Marriott Courtyard didn't honor their reservations during a family trip. It all went down when they headed to the Bahamas for an 8-day getaway. But, when they arrived the first night, where they told the reporter they planned to stay before checking into their resort for the remainder of their stay, they were greeted by a rude hotel staffer who informed them that there was no room at the inn.
“This lady says, ‘the rooms are all sold out. We don’t have any more rooms,’” Kristine Dworkin recalled. “And we were like, ‘this doesn’t make any sense. We have a reservation.’" That’s when Jimmy launched into the whole Seinfeld routine about keeping a reservation.”"
Next, the frustrated mom says that her husband launched into the infamous Jerry Seinfeld bit from when he had a similar experience trying to rent a car, where Seinfeld blast the rental agent for knowing how to take a reservation, but not knowing how to keep a reservation.
Related: Why More Travelers Are Ditching Packed Itineraries for Slow Travel (And Loving It More)
With no other options available, the Dworkins were forced to check into a nearby Margaritaville, where the family's only choice was a $1,400 suite. “That’s certainly not money we budgeted for this trip," she said, before revealing how they expected Marriott to cover the expensive hotel room since they needed it due to the company's mistake. Only, that's not what happened. Instead, the Dworkins say that their pleas went unanswered until they got social media and an NBC reporter involved. Only then were they able to get restitution.
What Should You do if Your Hotel is Overbooked
According to a hospitality expert who spoke with NBC for the story, this is actually a common occurrence, since hotels frequently experience no-shows. They make a calculated risk by overbooking the stay, and then if they end up having more people than rooms, they are supposed to find alternative accommodations for their guests at no extra cost.
But, that clearly didn't happen for the Dworkins. So, what can you do to protect yourself? According to AAA, a lot actually. That's because the company says that hotels prioritize certain customers, are less likely to give you room away if you are:
A member of the hotel's loyalty club or groupThere to check in early in the morningStaying for more than a single nightSome one who booked directly through the hotel instead of a third-party serviceRelated: Why Travel Pros are Booking This New Hotel at the Tip of the World
Of course, these things do happen. And if they happen to you, hopefully you'll have a better experience than the Dworkins did when it comes to finding alternative accommodations and a timely reimbursement.
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