Category: Hotels Customer Service Information – Reviews And Complaints

Marriott customer service can help with reservations, cancellations, hotel complaints, billing, refunds, Marriott Bonvoy accounts, missing points and digital access. Problems occurring during a stay should normally be reported to the hotel immediately, while reservation, loyalty and unresolved guest-experience issues can be escalated through Marriott Customer Support.

Marriott Customer Service Phone Numbers

• Marriott Customer Support: 1-800-535-4028
• Customer Support availability: 24 hours a day, seven days a week
• Marriott hotel reservations: 1-888-236-2427
• Marriott Bonvoy member support: 1-800-627-7468
• International Bonvoy support: +800-627-74680, where supported
• TDD assistance: 1-800-228-7014
• Marriott text support: Text HI to 1-844-957-4543
• Marriott Help Center: Reservations, billing, Bonvoy and account help
• Secure contact form: Contact Marriott
• Look up a reservation: Review, modify or cancel a reservation
• Marriott Bonvoy support directory: Bonvoy telephone numbers and support
• Worldwide reservation numbers: Find a country or brand-specific number
• Official website: Marriott.com
• Corporate headquarters: Marriott International, Inc., 7750 Wisconsin Avenue, Bethesda, MD 20814
• Corporate headquarters phone: 1-301-380-3000

The headquarters number is not the best first route for an ordinary reservation, hotel bill, cancellation, missing Bonvoy points or current-stay complaint. Start with the hotel or the Marriott support department connected with the issue.

Best Marriott Support Route by Issue

• Problem during a stay: Contact the front desk and ask for the manager on duty.
• Reservation or cancellation: Use My Trips or call 1-888-236-2427.
• Hotel bill, deposit or refund: Contact the property that issued the folio, then escalate through Customer Support.
• Bonvoy account, points or elite credit: Call 1-800-627-7468.
• Missing completed stay: Allow the normal posting period, then submit a Missing Stay request.
• Third-party reservation: Contact the website, travel agent or company that processed the booking.
• Accessibility request: Contact the hotel directly before arrival and document the request in the reservation.
• Lost property: Contact the hotel’s front desk, security or lost-and-found department.
• Serious safety or security matter: Notify hotel management and contact emergency services or law enforcement when appropriate.
• Unresolved guest complaint: Obtain a hotel case record, then contact Marriott Customer Support.
• Corporate correspondence: Write to Marriott International only after ordinary guest-support routes have been attempted.

Information to Have Before Contacting Marriott

• Hotel name, city, state and country
• Reservation confirmation number
• Guest name used on the reservation
• Arrival and departure dates
• Room number when applicable
• Marriott Bonvoy membership number
• Booking source, such as Marriott.com, Expedia or a travel agent
• Rate type and cancellation deadline
• Hotel folio or itemized receipt
• Dates and amounts of disputed charges
• Last four digits of the payment method
• Photos of room, maintenance or cleanliness problems
• Names or titles of hotel managers already contacted
• Previous Marriott case number
• A concise description of the requested resolution

Do not publicly post confirmation numbers, Bonvoy numbers, complete card information, room numbers during an active stay, home addresses or private correspondence.

Marriott Reservation Help

Reservations booked directly through Marriott can generally be reviewed through My Trips, the Marriott Bonvoy app or the reservation-lookup page.

Marriott Reservations can assist with:

• New hotel bookings
• Changing eligible reservations
• Cancelling eligible reservations
• Finding a confirmation number
• Adding a guest name
• Booking multiple rooms
• Using Marriott Bonvoy points or awards
• Locating brand-specific reservation support

Changing a reservation can cause the room rate, taxes, package terms, cancellation deadline or available room type to change. Review the revised total before confirming a modification.

How to Cancel a Marriott Reservation

For a direct Marriott reservation:

1. Sign in to Marriott.com or the Marriott Bonvoy app.
2. Open My Trips or Trips.
3. Select the reservation.
4. Choose Modify or Cancel Reservation.
5. Review the cancellation deadline and any stated fee.
6. Confirm the cancellation.
7. Save the cancellation number and email.

A nonmember can use the reservation-lookup page with the confirmation number and check-in date.

Do not assume that removing a reservation from an app, deleting an account or failing to arrive cancels the booking.

Marriott Cancellation Policies and Fees

Marriott does not use one universal cancellation deadline for every reservation. The controlling terms appear in the rate details and confirmation.

The policy can depend on:

• The individual hotel
• The selected rate
• Arrival date
• Local hotel time
• Advance-purchase requirements
• Group or event terms
• Points or award usage
• Seasonal or special-event restrictions

Flexible reservations may permit cancellation before a stated deadline. Prepaid, advance-purchase and nonrefundable rates may prohibit cancellation, changes or refunds.

Cancel before the exact deadline shown in the reservation. Save proof because the deadline may be based on the hotel’s local time rather than the guest’s time zone.

Third-Party Marriott Reservations

A reservation made through Expedia, Booking.com, Hotels.com, Priceline, a travel agent, airline package, employer portal or another third party may be controlled by that seller.

Contact the booking source for:

• Cancellation
• Refund eligibility
• Rate changes
• Name changes
• Payment problems
• Package components
• Third-party confirmation numbers

The hotel should still be contacted about accessibility, check-in, room condition, cleanliness, safety, lost property and other matters involving the actual stay.

Third-party bookings may not automatically appear in the Marriott app and may not qualify for Bonvoy points, elite-night credit or elite benefits.

Marriott Hotel Billing Problems

Ask for an itemized hotel folio before disputing a charge. Compare it with the reservation confirmation and payment statement.

Common billing questions involve:

• Room rate differences
• Taxes and destination fees
• Parking or valet charges
• Resort fees
• Restaurant or bar charges
• Pet fees
• Internet or amenity charges
• Late cancellation or no-show fees
• Early-departure fees
• Damage or smoking charges
• Temporary incidental holds
• Duplicate-looking authorizations

During the stay, report an error to the front desk. After checkout, contact the hotel’s billing or accounting department and use Marriott’s secure contact form if the property does not resolve it.

Marriott Incidental Holds and Deposits

A Marriott-branded hotel may place a temporary authorization on a credit or debit card at check-in to cover the room and possible incidental charges.

The hold may be greater than the expected final bill and can temporarily reduce available credit or bank-account funds. After checkout, the hotel normally submits the final charge and releases the unused authorization.

The time required for the hold to disappear depends on:

• The hotel’s payment processing
• The card network
• The issuing bank
• Whether a credit or debit card was used
• Weekends and bank holidays
• International processing

Ask the hotel at check-in for the expected authorization amount. Debit-card users should consider how the hold may affect available funds.

Duplicate Charges and Delayed Refunds

A pending authorization and final settled charge may temporarily appear as two transactions even when only one final payment will remain.

For a possible duplicate charge:

1. Determine whether each transaction is pending or completed.
2. Compare the amounts and dates with the hotel folio.
3. Contact the hotel’s accounting department.
4. Ask whether an authorization release has been transmitted.
5. Obtain written confirmation of any promised refund.
6. Contact the card issuer if a completed duplicate remains.

Do not initiate a card dispute solely because a temporary authorization remains for a few days. Confirm whether it is a posted transaction or pending hold first.

Damage, Smoking and Cleaning Charges

Ask the hotel for a written explanation when a charge is attributed to smoking, room damage, missing property or extraordinary cleaning.

Request:

• The hotel folio
• The exact policy allegedly violated
• The date and time the issue was documented
• Photos, inspection records or repair invoices when available
• The manager’s written decision

Provide your own photos, witness information and prior complaint records when disputing the charge. Escalate to Marriott Customer Support after the hotel management has reviewed the issue.

Complaints During a Marriott Stay

Report problems while the hotel still has an opportunity to correct them.

1. Contact the front desk.
2. Explain the problem and requested solution.
3. Ask for the manager on duty when the first response is insufficient.
4. Take photos or videos when appropriate.
5. Request a room change, repair, cleaning or other practical remedy.
6. Ask that the complaint be entered into the hotel’s guest record.
7. Obtain the manager’s name or title.
8. Keep receipts for reasonable expenses caused by the problem.

A hotel may be unable to verify a cleanliness, noise, maintenance or room-condition complaint first reported long after checkout.

How to Escalate a Marriott Hotel Complaint

1. Start with the front desk or department involved.
2. Ask for the manager on duty or general manager.
3. Request a corrected folio or written response.
4. Call Marriott Customer Support at 1-800-535-4028.
5. Provide the hotel, stay dates, confirmation number and documentation.
6. Ask for a Marriott case number.
7. Save emails, chat records and call notes.
8. Request additional review if the hotel and Customer Support do not address the documented issue.
9. Use the current Bethesda headquarters address only for a final written corporate escalation.

Many Marriott-branded properties are operated or managed by separate ownership groups. Marriott Customer Support may need to coordinate with the property rather than immediately issuing a hotel-level refund or adjustment.

Marriott Accessibility Requests

Contact the hotel directly before arrival when a guest needs an accessible room, roll-in shower, communication feature, accessible route, service-animal accommodation or another disability-related arrangement.

Recommended steps include:

• Book the accessible room type that matches the need.
• Call the hotel and confirm the room’s specific physical features.
• Ask that the request be documented in the reservation.
• Record the date and name or title of the employee contacted.
• Reconfirm shortly before arrival.
• Contact Marriott Reservations if the room type cannot be confirmed.

A generic request note may not guarantee a particular room feature. Confirm the exact requirement with the hotel.

For an immediate accessibility failure, ask for hotel management and a practical remedy. Serious unresolved accessibility concerns may also be reported to an appropriate government agency or legal adviser.

Room Cleanliness, Pests and Maintenance Complaints

Report mold, insects, bed bugs, dirty bedding, plumbing failures, broken locks, HVAC problems, electrical hazards or other serious room conditions immediately.

• Photograph the condition.
• Protect luggage and personal belongings.
• Request inspection by management.
• Ask for another room when appropriate.
• Keep receipts for cleaning, replacement items or medical care.
• Ask for an incident or complaint number.

For a fire, gas odor, flooding, electrical hazard, assault, medical emergency or immediate danger, contact emergency services rather than waiting for corporate Customer Support.

Lost Property, Theft and Security Incidents

Contact the hotel directly for property left in a room, lobby, restaurant, shuttle, meeting room or parking area.

For suspected theft or a vehicle break-in:

• Notify hotel security or management.
• Request an incident report.
• Contact law enforcement when appropriate.
• Notify the card issuer if payment cards are missing.
• Change passwords if a device was stolen.
• Keep photographs, receipts and insurance information.

Marriott Customer Support cannot replace a police report, insurance claim or emergency response.

Marriott Bonvoy Customer Service

Call 1-800-627-7468 for help with:

• Bonvoy account access
• Missing points
• Elite-night credit
• Name or profile corrections
• Points redemptions
• Free Night Awards
• Account merges
• Promotions
• Unauthorized account activity

Keep the Bonvoy number, hotel folio, reservation confirmation and checkout date available.

Missing Marriott Bonvoy Stay Credit

Eligible stays can take up to 10 business days after checkout to post to a Bonvoy account.

If the stay remains missing after that period:

1. Sign in to the Marriott Bonvoy account.
2. Open Account Activity.
3. Select the Missing Stay option.
4. Enter the hotel and stay information.
5. Upload the final hotel folio.
6. Save the request confirmation.

A credit-card statement alone may not provide enough information. Use the detailed hotel folio showing the guest name, hotel, stay dates and qualifying room charges.

Why a Stay May Not Earn Bonvoy Credit

A stay may not qualify or may require additional review when:

• The reservation was made through an ineligible third-party seller.
• The member did not personally stay in the room.
• The Bonvoy number was missing or incorrect.
• The rate was nonqualifying.
• The room was paid through a wholesale package.
• The stay was booked under another person’s account.
• The hotel has not yet transmitted the final stay information.

Ask Bonvoy support to identify the specific program rule being applied when credit is denied.

Unauthorized Marriott Bonvoy Account Activity

Secure the account promptly if points disappear, an unfamiliar redemption appears or profile information changes.

1. Change the Marriott password.
2. Secure the connected email account.
3. Review recent account activity and reservations.
4. Remove unfamiliar saved information.
5. Use Marriott’s official suspicious-activity process.
6. Contact Bonvoy support.
7. Save the case and investigation information.

Do not share passwords or verification codes with a caller claiming to recover points.

Marriott Gift Card Support

• Marriott Gift Card Customer Service: 1-800-442-6132
• Gift Card website: Marriott Gift Cards

Register a gift card when the current terms permit it and report a lost, stolen or unauthorized card promptly. Do not publicly post the card number, security code or purchase receipt.

Unfamiliar Marriott Charges

Before reporting an unfamiliar Marriott transaction, compare it with:

• A hotel room charge
• An advance-purchase deposit
• An incidental authorization
• A parking, restaurant, spa or resort charge
• A late cancellation or no-show fee
• A damage or smoking charge
• A Marriott gift-card purchase
• A reservation made by another household member
• A charge from a separately owned Marriott-branded property

Contact the hotel or booking provider for an itemized explanation. Contact the bank promptly if a completed charge remains unauthorized.

Marriott Customer Service Reviews and Complaints

CustomerServiceNumbers.com currently shows three visible Marriott reviews with an overall rating of 3.0 out of 5. All three reviews were submitted in 2015.

One review describes an accessibility-room dispute at a TownePlace Suites involving a third-party reservation and hotel service concerns. A second describes room-service, housekeeping and rate concerns at a Fairfield Inn. The third concerns a large temporary or damage-related card authorization, an additional charge and difficulty obtaining management help.

These older reviews are individual experiences and do not establish current Marriott-wide service trends. New reviews can help readers understand current reservation, billing, accessibility, cleanliness, Bonvoy and complaint-escalation experiences.

Privacy, Booking and Scam Warnings

• Use Marriott.com, the Marriott Bonvoy app and the official Marriott Help Center.
• Verify the exact hotel telephone number through Marriott’s hotel directory.
• Be cautious with fake booking websites, refund messages and sponsored support-number advertisements.
• Do not provide passwords, one-time codes or complete payment-card numbers to an unexpected caller.
• Do not allow an unknown support representative to remotely control a device.
• A legitimate hotel refund should not require gift cards, cryptocurrency, wire transfer or payment to an individual.
• Do not publicly post reservation confirmations, Bonvoy numbers, room numbers during an active stay, home addresses or payment information.
• Remove names, addresses, barcodes and account details from folios and screenshots before posting them.
• A review submitted here does not cancel a reservation, dispute a charge or open a Marriott case.

Related Customer Service Numbers Pages

• Hilton Customer Service
• Hampton Inn Customer Service
• Holiday Inn Express Customer Service
• Expedia Customer Service
• Booking.com Customer Service

Related Corporate Office Help

• Marriott Corporate Office Headquarters

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share service experiences since 2004. We independently organize telephone numbers, reservation resources, billing guidance, loyalty support and complaint-escalation options.

We are not owned by Marriott International, Marriott Bonvoy, any Marriott hotel, franchise owner, property-management company, travel agency, booking website or payment provider.

Share Your Marriott Customer Service Experience

Have you contacted a Marriott hotel, Marriott Customer Support, Reservations or Bonvoy support about a reservation, cancellation, hotel bill, incidental hold, refund, room problem, accessibility request or missing points? Leave a factual review below and explain which support route you used, how long assistance took and whether the issue was resolved.

Comments are moderated. Do not include confirmation numbers, Bonvoy numbers, room numbers during an active stay, payment information, passwords, verification codes, home addresses, private telephone numbers, email addresses or names of individual employees.

Last Updated: July 11, 2026

Customer Service Information Disclaimer

CustomerServiceNumbers.com is not affiliated with Marriott International, Marriott Bonvoy, any Marriott hotel, franchise owner, property-management company, travel agency, booking website or payment provider. Marriott does not provide customer support through this website.

Reservation terms, cancellation deadlines, hotel fees, refund rules, incidental holds, Bonvoy eligibility, support numbers and property policies can change. Review the rate details, reservation confirmation, hotel folio and current Marriott terms for controlling information.

This page cannot change or cancel a reservation, issue a refund, remove a charge, guarantee an accessible room, restore points or resolve an emergency. It is not legal, financial, accessibility, health, safety, cybersecurity, travel-insurance or payment-dispute advice.