"Upon check in I asked if a late checkout would be possilbe. The clerk asked if I had a Bonvoy account, which I do, so I gave her my information. She asked "Is 1 pm ok" to which I replied "yes, that woudl be great". The next day at exactly 12 pm, which is regular checkout, I received a knock at the door. I answered and immediately said I had late checkout but would be leaving within the next 20 minutes. The staff person said ok and left. Not 2 minutes later did the room phone start ringing. I did not answer and continued packing. 5 minutes later I was out of the room and downstairs to the front desk. The person at the front desk told me "you cannot have late checkout if you did not book through the hotel directly" and then proceeded to tell me to book with them next time. I asked why the person who checked me in said I could have late checkout to which he snapped at me and said "that should not have happened, that is the rule". He was incredibly rude and made me feel like I had done something wrong. I have NEVER been treated so poorly at a hotel and I stay at more than 20 hotels a year. To make things more confusing, I had JUST had late checkout at another Marriott property two weeks prior without issue and I had also used Hotels.com to book. I am blown away that anyone is hospitality could be so rude. I feel like I was harassed. I am considering filing an official complaint. "
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