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

Editor’s note: Readers and members of our Facebook Lounge frequently write to us for help when things go wrong with their travels. That’s why The Points Guy has asked Michelle Couch-Friedman to act as our ombudsman and help members of the TPG community out when possible.

If you’ve had a situation where something has gone wrong with your travels or one of your credit cards and you are not getting a response from the company responsible, Michelle can help you contact the company and potentially reach a satisfactory resolution. She brings decades of experience advocating for consumers to her work with TPG and has already helped readers get thousands of dollars’ worth of restitution.

Need her help? Write to [email protected] with your situation and, in the cases where she might be of help, we will do our best to funnel your query to her.

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…