Booked an ADA room directly on Marriott.com at a US resort property. When booking, I specifically selected an accessible room and made sure it showed as available and guaranteed. My reservation still lists “Accessible Room” under Guaranteed Requests.
The day after booking, the property called me. They asked questions about the disability, said they noted it, and then told me they have accessible rooms available but “cannot guarantee an accessible room.” When I pushed back, they said it’s just their policy and they can never guarantee anything.
That’s what’s confusing. The app still shows the ADA room as guaranteed, and I’ve booked accessible rooms many times before without ever getting a follow up call like this or being told it’s not actually guaranteed.
This isn’t a nice to have request. Without an accessible room, the trip would be miserable or possibly not doable for my family member. I understand when ADA rooms are sold out and marked as not guaranteed, but that’s not the case here.
Has anyone run into this before? Is there someone specific at Marriott I should be contacting to get clarity or assurance? It feels wrong to treat an ADA room the same as a pillow preference.
For context, I’m Lifetime Platinum, if that matters.
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