Home Hotels Marriott Needed Her Room & Moved All Her Stuff. Her Compensation Was…

Marriott Needed Her Room & Moved All Her Stuff. Her Compensation Was…

by SharonKurheg

Imagine being checked into your hotel for, I don’t know, say a business trip. You’re all unpacked and are a meeting when you notice you have a voice mail message:

“Hi this message is for Haley this is Kathy calling from the courtyard in Salt Lake City by the airport um I am so sorry to bug you we am just had a mess up with the rooms him and we need to get into your room that you had been checked into so we actually am moved your stuff down here to the desk um so when you get back just come down and get a key to a different room um I do apologize there was a little bit of a mixup in with the renovation they needed to get into the room that you had been checked into him if you have any questions or if you know anything just feel free to give us a call back the number is {redacted} once again I do apologize have a great day thanks bye…”

Bad transcription and too many “uhhhs” notwithstanding, wow, what a crappy voice mail to get!

But yeah, the person whose room got changed? Her name was Haley. The room she was in apparently was scheduled for a renovation and there was a mix-up; she never should have been assigned to that room in the first place. Work on the room needed to start, so while she was working, they packed up all of her stuff and put it into her suitcase. “Someone had to grab my sweaty workout clothes from this morning that were hanging on the side of the tub. So awkward!!”

Oh, and this could happen to anyone…Haley says she’s had Marriott Titanium status for work travel for 4 years.

Why didn’t they tell her ahead of time?

They (read: the manager) swore they “called her” before they did it but Haley says they definitely did not. There were no missed calls on her phone – only the one from after they had already moved all of her stuff out of the room

Haley has posted about this on the Travel Grumps 101 Facebook group. The vast majority of the replies focused on how awful the situation was (concerns about privacy and theft were mentioned a few times), and what sort of compensation she should have asked for. Suggestions about the latter ran the gamut from getting full refund for her stay, to being walked to the nearest 5-star hotel, to having loads of points credited to her account. A personal apology from the property manager. A write up to corporate. One response (from someone who apparently complains to hotels for a living 😜 – he says he’s gotten 3 free stays) had a whole multi-part checklist of what she should do.

What did she wind up getting in compensation?


No, really. Not a thing. And that, based on Haley’s response, is perfectly OK.

Remember our post about who’s allowed to enter your hotel room, even if you’re not there? Yeah, it goes under that. Moving her stuff was within their rights

Haley said she did call corporate – they said if they needed to access the room, they had to move her stuff. Neither corporate nor the hotel offered her any compensation and Haley didn’t ask for any. She said she wouldn’t have felt comfortable about asking for anything that wasn’t offered.

It kind of reminded me of when Joe and I had an issue in our hotel room a few years back. Many people would have asked for compensation; we didn’t think a small issue like that was worth it.

I’m sure Haley felt the same way. A mistake was made and they apologized. They did all the leg work of packing and moving her stuff; all she had to do was remember a new room number and take a few minutes to unpack her suitcase. As far as we know, none of her stuff was stolen. And honestly, concerns of someone touching your sweaty workout clothes or even your underwear dissipate quickly.

Sure, making it up to her with a free drink or some points would have been nice, but being moved wasn’t the end of the world. Sometimes it’s OK to be OK with just an apology.

***Many thanks to Haley for allowing us to share her story!

Feature Photo: pixabay

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This post first appeared on Your Mileage May Vary


pmv December 29, 2021 - 7:06 pm

nope nope nope. legal requirement or not they DEFINITELY should have made some sort of good will offering (credit at the bistro, something). Doesn’t/didn’t need to be a free stay or anything huge, but NOTHING?

Depending on how long I am in a hotel I tend to nest. If just one or two nights it’s clothes in my suitcase, maybe a few things hanging, and my shaving kit. Anything longer and my stuff is more spread out (no not unpacked into dresser drawers, but still) leaving a huge chance of something being left behind or ????

C’mon Marriott… as they said in Caddyshack … “how about a little something, you know. for the effort”

Christian December 29, 2021 - 9:17 pm

I disagree. What the hotel did was creepy and revolting. Going through a customer’s stuff is simply wrong and a violation of their privacy. IMO the stay should have been comped.

Danny December 29, 2021 - 9:36 pm

If it was a Courtyard, they could have gave her a food voucher. No customer service at that property.

Ed December 29, 2021 - 11:09 pm

I had something similar happen. I checked in when the power was out and the front desk system was down. They never registered me as a guest. While I was at work the next day someone from housekeeping came in and stuffed my clothes into laundry bags, stuck them in lost and found, and marked my room as vacant. I got compensated with plenty of points.

Al December 30, 2021 - 1:05 am

I don’t stay there anymore. We had a room my wife and my two children. We were a sleep, and then our door opens up a man was stand there. I ask what the hell are you doing. He said sorry they gave him a key to our room. Next morning I ask front desk what the hell, they said they had no idea. I go to comfort Inn. Nice clean place.

MFB123 December 30, 2021 - 1:43 am

I work for a hospitality company, though not at the property level. We had a GM accidentally walk in on a guest (he went to the right room number on the wrong floor). It was an honest mistake and he was in the room for less than 3 seconds. The guest was comped for the night. It was an honest mistake and I have no idea what legal protections the guest has, but it didn’t get so far that we were examining legal obligations…it didn’t need to- we simply did the right thing. Think about it from a financial standpoint- we asked the guest what he wanted, he told us, we gave it to him. We didn’t have to spend hours arguing about who is technically right and who is technically wrong, we didn’t have to notify PR how to craft a response, I think we kept the guest for return visits. A simple solution to a simple mistake. It seems like a no-brainer.

DaninMCI December 30, 2021 - 6:18 am

Not that big of a deal, I’ve staying in a lot of hotel rooms that should be scheduled for renovation and didn’t get any compensation 🙂

Claire December 30, 2021 - 6:15 pm

Couldn’t they have just moved her stuff into another room–instead of down by the front desk?
That would have been better.. Then have her come for a key card- or update her app so she could get into her new room.

Weird they just brought her stuff down to the lobby. Tacky!

JohnB December 31, 2021 - 3:02 am

YMMV, Nope naughta, you are wrong here. This guest needs to be compensated ASAP! People entering a room to do repairs, understandable. But going into a guest’s room and packing up their belongings, with it not being an emergency? No, it is NOT acceptable!

SharonKurheg December 31, 2021 - 9:35 am

That’s why our blog is called YMMV. Some people think they would be entitled to compensation, some not; it all depends on the person. It’s all good.

Dave December 31, 2021 - 11:05 pm

They DID NOT have to start the renovations that day. The person should have been, at the very least, fully compensated.


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