This really sums up the frustration with Bonvoy. Even when you know the T&Cs better than the front desk, it still turns into an argument.
Platinum and above is supposed to have 4pm late checkout guaranteed, with clearly listed exceptions. Yet reps keep defaulting to “based on availability” and linking the wrong section of the policy like it applies to everyone.
It’s especially annoying because this isn’t some obscure perk. Late checkout is one of the main reasons people chase status in the first place. If employees don’t understand or honor it, the guarantee starts to feel more like a suggestion.
Not surprised, just disappointed. Feels like consistency keeps getting worse.
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