My family showed up at our Marriott hotel and it was closed

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Imagine flying into Johannesburg, South Africa, after a two-week safari in Botswana. You’ve had an exciting but dusty adventure, and you’re looking forward to all the familiar comforts of a Marriott hotel. A hot shower, a tasty dinner, a TV with multiple news and entertainment options, and a soft bed are in your near future.

Or are they?

When you land, suddenly, you’re jolted into a different reality. The transit hotel that Marriott confirmed for you is completely closed. In fact, airport employees tell you that it’s been shuttered for over two years.

That’s the awful situation that confronted Mike S. last month as his family returned from their dream safari. Even worse? When he called Marriott to ask for emergency assistance, he was met with a recording alerting him that the hotel was closed that gave no further information.

Now Mike would like to know why Marriott sent his family to a permanently closed hotel and abandoned them there.

TPG wanted to know, too, so we pursued his case. Here’s what we found out.

Mike left all the complicated parts of planning this trip to Natural Habitat Adventures. NHA, in partnership with the World Wildlife Fund, is known for its expertise in planning unique African safaris that are conservation-focused. The company’s mission statement, “Conservation through Exploration,” appealed to this nature-loving family.

Soon, the family was confirmed on a Botswana safari scheduled for June of this year.

But there was one small detail left Mike assumed he could easily take care of himself.

The family would have a 27-hour layover in Johannesburg on their return trip from Botswana. They didn’t plan to spend additional time in South Africa, so Mike turned to Marriott to check available hotels that would be conveniently located near Johannesburg’s O.R. Tambo International Airport (JNB).

“I logged into the Marriott website and found the Protea Hotel Transit – right in the Johannesburg airport. It was perfect because we wouldn’t have to clear customs or leave the transit area. I booked two nights so we could stay until our evening flight on the second day.”

As a Marriott Bonvoy Gold Elite, Mike was pleased he could earn points during his stay. He quickly booked two rooms for his family and, within minutes, received a confirmation from Marriott.

‘Your African Adventure Awaits’

Mike double-checked all the details on the Marriott reservation, which announced, “Your African Adventure Awaits.”

Unfortunately, the type of African adventure waiting for them at this Marriott hotel wasn’t the good kind — but they wouldn’t find out until nearly a year later.

An unpleasant surprise

Fast forward to the summer of 2022. The family was eagerly looking forward to their African safari.

“Before we left, I reconfirmed all the details of the trip – including the Marriott hotel at the Johannesburg airport,” Mike explained to me. “In fact, I received a reminder about our stay at the Protea Transit Hotel while we were on safari. There was no indication that anything was amiss with that property.”

Believing all was in order, the family took off for Africa in the first week of June. Mike says he and his family had a wonderful time on their safari in Botswana.

“The safari was amazing!” Mike recalled. “We were sorry for the adventure to end.”

The family then started their long journey back to California. They flew from Maun, Botswana, to Johannesburg — and that’s where this adventure hit a snag.

“We were drained, and it was a relief to know that we didn’t have to go anywhere when we landed,” Mike reported. “But when we told the woman at passport control that we were staying in the airport’s transit area at the Protea, she gave us an incredulous look and said that the hotel had been closed since 2020.”

Stunned, Mike asked the officer what to do. The agent explained that the family would need to clear customs…