‘Our reservation was canceled by some guy who works for Marriott in Las Vegas’: Couple checks into Westin on honeymoon. Then they get stranded in Cabo
A couple on their honeymoon has sparked discussion on TikTok after claiming Marriott cancelled their reservation at a Westin resort in Cabo, Mexico, without any prior notice.
TikToker Isaac (@isaac.beck6) shared a four-part series about the ordeal, amassing over 208,000 views.
In the first video, he explains that they learned about the cancellation upon arrival and were offered no solution or refund for five hours.
What Happened Next?
In part two of his series, which has garnered more than 59,100 views, Isaac shares what happened after their room was allegedly cancelled without notice.
Eventually, the resort reportedly offered them a room, but the couple didn’t believe this was appropriate compensation.
“We spent a total of five and a half hours in the lobby last night,” he says.
According to him, for most of that time, they were told there was no room available and offered no refund.
“They told us at the 5 hour mark, no room, no refunds the whole time,” he says. “And hotel kept saying it’s corporate’s fault. Corporate kept saying it’s a hotel’s fault.”
He claims no one would give them a clear explanation.“They even told me they’re not allowed to tell me what happened,” he says. “All I knew is that my reservation was canceled by some guy in Las Vegas who works for Marriott International.”
With no room and no refund, he says they felt stranded. “And here we are in our honeymoon, just stuck in Cabo with no options,” he says.
A Stranger Steps In
Around the four-hour mark, Isaac says someone unexpected stepped in to help.
“This wonderful lady named Beth came up who owns a bunch of property here,” he says, adding that she refused to leave their side until the hotel resolved the situation.
At the five-hour mark, he says they were finally offered a refund, but still no room.
“They called me and said, ‘Hey, here’s what we’ll do. We’ll refund you the money that you spent. We realize we made a mistake, but we can’t give you a room,’” Isaac recalls.
However, they also presented him with another option.
“If you want a room, you’ll have to pay the full price amount for this week,” he says, claiming the new rate was “six times what [they] spent when [they] booked it last August.”
He declined. “I told them that wasn’t gonna fly,” he says. “That’s just not gonna work for me.”
Isaac says that after continued pressure, including Beth advocating on their behalf and him threatening to contact the U.S. Embassy, the hotel offered a solution.
“They finally, 30 minutes later, decided that they would just go ahead and give us the room that we paid for without us having to pay more,” he says.
‘No Upgrade, No Apology’
By the end of the ordeal, the couple did get their room, but Isaac says that was the extent of it.
“So we are in a room,” he says. “No upgrade, no apology, no extra anything. Just what we paid for.”
He claims they had to “fight really hard” to get it resolved and even “literally sneak past security guards to even get to the front desk to ask about [their] reservation.”
Isaac ends the video saying he’s still waiting to hear from Marriott with a formal update.
“They said they’d call us with an update today at some point, so we’re waiting,” he says. “Maybe there will be a part 3.”
He notes the experience is even more disappointing since he’s been a longtime customer.
“I’ve loved Marriott for a long time,” he says. “We’ll see how it goes from here on out.”
Commenters Suspect Something More Nefarious
In the comments, viewers shared their theories about what might really be happening here.
“So they DID have a room…just wanted you to pay more…” wrote one commenter.
“Oh they for sure cancelled so they could sell it at a higher rate,” stated another.
“I’ve seen 5-6 Marriott horror stories in the last few days,” said another. “Sounds like the problem is systemic.”
Has This Happened to Other Marriott Customers?
There are several reports online of Marriott customers experiencing similar situations.
One Reddit user wrote on r/marriott that their reservation was cancelled in a similar way, except they discovered it by checking the app shortly before arriving at the property. The hotel allegedly said the cancellation occurred because their cards were declined, but the Redditor claimed the cards had been used the day before and after without issue.
A Facebook user shared a comparable experience involving a Residence Inn in New Jersey. In that case, the receptionist allegedly told them the hotel was “oversold.”
@isaac.beck6 Here's our update… still hoping Marriott can make this right.. but we ARE NOT sleeping on the streets. After 5.5 hours in the lobby, and Beth the Westin angel- we finally were given a room here in Cabo. No upgrade, just exactly what we paid for. Here's to hoping the Marriott I've loved for a long time will make it right! #cabo #honeymoon @Marriott Hotels @Marriott Bonvoy @Westin Hotels and Resorts ♬ original sound – Seyram Parku
The Mary Sue has reached out to Marriott via email and Isaac via TikTok messages for comment.
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