Sheraton Baltimore Washington Airport Hotel - BWI

Our child was playing in a tournament at the hotel and was meant to return to our room with his key afterward. I was also running a slight fever and needed to rest, so the late checkout mattered to us. We are long-time Platinum members, and this was far below the Marriott service we’ve usually received. We had requested a 4 p.m. checkout in the app when checking in, as we normally do, but the desk never acknowledged it. Around 8 a.m. on checkout day, we messaged again to confirm. Only then were we told there was no availability, although we were offered a late checkout for an extra $50. That made the availability explanation seem inconsistent, more like an upsell than a real limit. The front desk associate was polite and tried to help, but said the manager, Scott, had to decide. I asked her to contact him so I could explain our situation directly. I was beside her when she called, and she clearly told him a Platinum guest was at the desk and wanted to speak with him. Scott refused to take the call. The associate said he was at home and had declined. After years with Marriott, we’ve never had a manager refuse even a brief conversation while we were on site trying to resolve an issue calmly. He told the desk to give us a general customer service number instead. I called Marriott’s main line, but the representative couldn’t help and said only the manager could decide. Mid-call, that representative abruptly hung up, yelling that my earphone sound was hurting his ears. It was an astonishingly unprofessional interaction. The app request seems to have been overlooked, the paid checkout offer made the explanation feel disingenuous, and Scott wouldn’t speak with us while we were there. That left us unsure whether our child could get back into the room, on a morning when I was unwell and needed rest. I had to file a complaint through the main line. We’ve generally had positive Marriott stays with managers who listen, which makes this episode especially disappointing.