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Quick points: Get compensation when you're walked from a hotel

May 20, 2022
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4 min read
People in a line at a hotel check in desk
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Being "walked" is a travel term for showing up at a hotel for your reservation, only to find that there's no room for you. This happens when a hotel is oversold or when a new hotel isn't open to the public, as TPG senior reporter Katie Genter recently experienced.

Oftentimes, this means you're accommodated at a nearby hotel, but some hotel groups have published compensation policies to go alongside this. This means you may be able to make out with extra points and even cash compensation when you're walked.

Let's look at these benefits and the hotel programs that offer them.

Getting compensation when you're walked from a hotel

(Photo by Andrew Kunesh/The Points Guy)

While you can be walked from any hotel, only a few major chains have published benefits.

Marriott Ultimate Reservation Guarantee

Marriott Bonvoy members who are walked from a hotel are eligible for the Ultimate Reservation Guarantee so long as their reservation was booked directly with Marriott. Here's what that guarantee includes:

Brand
Compensation
Edition, The Luxury Collection, W Hotels, JW Marriott, Marriott Hotels, Sheraton, Delta Hotels, Le Meridien, Westin, Autograph Collection, Renaissance Hotels, Tribute Portfolio and Gaylord Hotels.
$200 and 90,000 points.
Courtyard, Four Points, SpringHill Suites, Protea Hotels, Fairfield by Marriott, AC Hotels, Aloft, Moxy Hotels, Residence Inn, TownePlace Suites and Element.
$100 (Platinum and Titanium Elite members also receive 90,000 points).
The Ritz-Carlton and St. Regis.
Titanium Elite and Ambassador Elite members receive $200 and 140,000 points.

Marriott has the most generous compensation policy, but it can be tricky to actually get what you're entitled to. When I was walked last summer, I received 90,000 points for being walked from a Four Points property, but the $100 check never arrived. I was also accommodated at a nearby SpringHill Suites.

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Hyatt reservation guarantee

If you book a room on Hyatt’s website and prepay with a credit card, Hyatt will provide a free night at a comparable hotel, free transportation to and from that hotel and a phone call to your family to let them know where you ended up. Many details are unclear — for example, what "comparable" actually means — but it's nice to know you'll have a hotel room available even if the one you booked is unavailable.

IHG Book With Us Advantage

IHG states you are provided a room at a comparable hotel and transportation to said hotel if you’re walked from one of its properties. Additionally, any advance deposit will be refunded. Like Marriott and Hyatt, this is only available if you book your stay directly with IHG on its website.

Always ask for compensation

Even if your preferred hotel loyalty program doesn't have a published compensation policy, you should push for it regardless. It's in your best interest to ask at the front desk and call the hotel loyalty program to see if they can send you extra points or a partial refund if you're accommodated elsewhere but not refunded. Depending on who you talk to, you may even come out ahead.

Bottom line

Being walked is never fun — especially after a long flight or drive. But if you know what you're entitled to, you could walk away with extra points and a hotel stay nearby.

Editorial disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airline or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

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  • Annual Fee

    $325

  • Recommended Credit

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Why We Chose It

There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)

Pros

  • 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
  • 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
  • Packed with credits foodies will enjoy
  • Solid welcome bonus

Cons

  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber and other dining credits
  • You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
  • Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
  • Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
  • Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
  • Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
  • $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
  • $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
  • $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
  • Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
  • No Foreign Transaction Fees.
  • Annual Fee is $325.
  • Terms Apply.