Philly woman tries to check into Marriott at 2:30 am. Then they allegedly wouldn’t give her a mobile key: ‘called the titanium hotline’
After a long day of travel, checking into a hotel should be the easy part. Even when a guest arrives late at night, they still expect someone to be there to help.
That was not the experience of one Philadelphia traveler. She says she told the hotel through its app that she expected to arrive around 2 a.m., but still had trouble checking in when she got there.
TikTok creator Ash (@ashleykjonees) says she had been traveling and working for 24 hours when she arrived at a Marriott around 2:30 a.m. She claims she then waited about 40 minutes trying to find someone who could help her check in.
But the late check-in raised questions
In a TikTok video that has received around 1.1 million views, Ash says she arrived at the hotel expecting to use a mobile key. But she claims she could not access one and could not get help from anyone at the front desk. Ash later explained that she had tried several ways to reach an employee before she started recording. She says she called the hotel multiple times, knocked on the door, and repeatedly called out for an associate.
She also says she contacted Marriott’s Titanium hotline, a support line available to Titanium Elite members, but claims the representative could not reach the hotel’s front desk either. “@Marriott Bonvoy this is insane,” Ash wrote. “i’ve been traveling/working for 24 hours and i can’t even go to bed.”
Ash says she regularly stays at Marriott properties for work, so she was familiar with what guests normally expect from a Marriott hotel stay. After putting her arrival time in the app and trying several ways to contact the front desk, she says she still faced problems checking into the hotel when she arrived.
Not everyone agreed that the hotel was entirely to blame. Some commenters questioned whether Ash had contacted the hotel ahead of such a late arrival. “Here’s an idea – call ahead and let them know you are coming in super late…not rocket science,” one person wrote. Another commenter said, “if you’re checking in that late you need to call so they don’t give up your room.”
Others assumed Ash had not tried calling the front desk. “So call someone. Jesus,” one person wrote, while another asked, “you didn’t think to call the front desk?” Those assumptions conflict with Ash’s account, as she says she had already called the hotel multiple times and even contacted Marriott’s Titanium hotline before filming.
Other viewers came to her defense and argued that she should still have been able to get help at that hour. “Since when is the desk not 24 hours?” one person asked.
Another viewer pointed to their own experience with late check-ins. “I go to hotels for concerts all the time and have checked in at midnight like 40 times with no problem idk why people are acting like you’re crazy for not checking in at 3pm,” they wrote.
Some commenters specifically noticed the criticism Ash was receiving. “Everyone blaming her instead of reading her caption and the comments! The literacy rate is at an all time low! Sometimes, SOMETIMES, the person at the front desk working IS at fault,” one person wrote.
A commenter who identified themselves as a former Marriott employee criticized the company more broadly. “As a former Marriott employee, yes you should just stay at Hilton,” they wrote. “Marriott has become too large of a company. Standards have fallen.”
Ash says she thought it would be a “silly TikTok” to make and did not expect the unkind comments about her intelligence. Her account of the hotel experience has not been independently verified, and Marriott has not publicly responded to her specific claims.
Have a tip we should know? [email protected]
Follow The Mary Sue:
