Sheraton Hotels & Resorts is a Marriott International hotel brand with properties in the United States and around the world. Sheraton reservations, Marriott Bonvoy accounts and corporate customer care are handled through Marriott, while room problems, local charges, lost belongings and most stay-specific concerns should begin with the individual hotel.
The best support route depends on whether you need to make a reservation, change an existing booking, resolve a problem during a stay, correct a hotel bill, recover a lost item or request Marriott Bonvoy credit.
How to Contact Sheraton Customer Service
Marriott states that its central customer-support team is available 24 hours a day, seven days a week. Individual hotel departments, including accounting, sales and lost-and-found, may have different hours.
Sheraton Customer Service by Issue
| Issue |
Recommended support route |
| New Sheraton reservation |
Use Sheraton or Marriott reservations, Marriott.com or the Marriott Bonvoy app |
| Change or cancel a direct reservation |
Use the reservation-lookup tool or call Marriott reservations |
| Booking made through Expedia, Booking.com or another seller |
Contact the company that accepted the reservation and payment |
| Problem during a current stay |
Contact the hotel front desk and request the manager on duty |
| Incorrect hotel bill or duplicate charge |
Contact the hotel and ask for its accounting department |
| Security deposit or incidental hold |
Confirm release with the hotel, then ask the bank about its posting time |
| Lost property |
Contact the specific Sheraton hotel directly |
| Missing Marriott Bonvoy points or elite-night credit |
Allow the normal posting period and then submit a missing-stay request |
| Bonvoy login, account or unauthorized activity |
Contact Marriott Bonvoy customer service promptly |
| Accessible room or disability accommodation |
Review the listed features and confirm essential requirements with the hotel |
| Completed-stay complaint |
Contact hotel management and submit Marriott’s online concern form |
| Sheraton Vacation Club ownership issue |
Use the separate Sheraton Vacation Club support system |
Information to Gather Before Contacting Sheraton
- Hotel name and city
- Guest name shown on the reservation
- Confirmation or cancellation number
- Check-in and checkout dates
- Booking source, such as Marriott, the hotel or a third-party agency
- Rate name and cancellation terms
- Marriott Bonvoy number when the issue involves points or member benefits
- Hotel folio or receipt
- Date and amount of a disputed charge
- Names or titles of hotel representatives already contacted
- Photographs of a room or maintenance problem when appropriate
- The requested resolution
Do not send or publicly post your Marriott password, verification code, complete payment-card number, passport, driver’s license, reservation confirmation or unredacted hotel bill.
How to Make a Sheraton Reservation
Guests can book through the official Sheraton or Marriott website, the Marriott Bonvoy app, Marriott reservations or the selected hotel.
Before confirming a reservation, review:
- The exact hotel and destination
- Room type and number of beds
- Guest and occupancy limits
- Accessible-room features when required
- Total room rate and taxes
- Destination, resort, parking or other property fees
- Deposit and prepayment requirements
- Cancellation deadline and local hotel time zone
- Whether the rate is refundable, prepaid or nonrefundable
- Breakfast, lounge access, parking or other inclusions
- Marriott Bonvoy eligibility
Save the confirmation email and take a screenshot of the rate rules. The hotel name, room description and cancellation terms shown when the booking is completed are more important than a general brand policy.
How to Find a Sheraton Reservation
Use Marriott’s official reservation-lookup tool. Nonmembers can search using the confirmation number, check-in date and guest name. Marriott Bonvoy members can also sign in and review the “My Trips” section.
If the reservation does not appear:
- Check the confirmation email for the booking source.
- Confirm that the guest name is entered exactly as booked.
- Verify that the number is a Marriott confirmation number rather than an agency reference.
- Check another email address or Marriott Bonvoy account.
- Contact the hotel to confirm whether it has received the reservation.
- Contact the original travel agency or booking website when it created the reservation.
A confirmation number from an outside booking company may not work in Marriott’s online reservation system.
How to Change or Cancel a Sheraton Reservation
- Locate the reservation through Marriott.com, the Bonvoy app or the confirmation email.
- Review the rate’s cancellation deadline and prepayment terms.
- Select the change or cancellation option.
- Review any new rate before accepting a date or room change.
- Save the cancellation number or revised confirmation.
- Check for a cancellation email.
- Contact the hotel or Marriott reservations if the online option is unavailable.
Changing a reservation can cause the room rate, points requirement, package inclusions or cancellation terms to be recalculated. Review the complete replacement booking before confirming the change.
Prepaid and Nonrefundable Rates
A prepaid or nonrefundable reservation may not qualify for a refund simply because the guest cannot travel. Contact the booking source and explain the circumstances, but do not assume that an exception is guaranteed.
If an exception is offered, request written confirmation stating:
- Whether the reservation was canceled
- Whether a refund, credit or date change was approved
- The amount being refunded
- Any fee being retained
- The expected processing period
No-Show Charges
Cancel before the deadline shown in the reservation. A guest who does not arrive and does not cancel may be charged under the rate’s no-show terms.
If you believe a no-show charge is incorrect, provide the hotel with the cancellation number, cancellation email, call record or other documentation showing that the booking was canceled on time.
Reservations Made Through Third-Party Websites
If Expedia, Booking.com, Priceline, a travel agency, tour operator or another company accepted the payment, that company may control changes, cancellations and refunds.
The hotel may be able to:
- Confirm that it received the reservation.
- Note a room preference.
- Explain local check-in requirements.
- Confirm amenities and accessibility features.
The hotel may be unable to change the rate, refund the agency’s payment or cancel the outside seller’s contract. Contact both the booking company and hotel when arrival is near and the reservation cannot be confirmed.
Problems During a Sheraton Stay
Report an active stay problem while the hotel still has an opportunity to address it.
- Contact the front desk.
- Describe the specific condition or service failure.
- Request a practical correction, such as cleaning, maintenance, replacement linens or another available room.
- Photograph a physical problem when appropriate.
- Record when the issue was reported.
- Request the manager on duty if the first response does not resolve it.
- Ask for written confirmation of any promised credit or refund.
For an immediate safety or security concern, contact hotel security, the front desk or local emergency services as appropriate. Do not rely on an online review for urgent assistance.
Room Type or Bed Configuration
Compare the assigned room with the confirmed room description. A general preference is different from a guaranteed room type. Show the confirmation to the front desk and ask what alternatives are available.
If the hotel cannot provide the confirmed room type, request a written explanation and ask what adjustment, relocation, refund or other remedy is available.
Cleanliness and Maintenance Problems
Report mold, pests, plumbing failures, broken locks, heating or air-conditioning problems, damaged furniture and other serious conditions promptly. Give the hotel a reasonable opportunity to inspect and respond unless remaining in the room would be unsafe.
Sheraton Billing and Hotel Folio Problems
For an incorrect hotel bill, contact the property directly and ask for the accounting department. The hotel has access to the folio, room charges, restaurant purchases, parking records and local adjustments.
Common billing questions include:
- Duplicate room charges
- Incorrect nightly rate
- Unexpected parking or destination fees
- Restaurant or room-service charges
- Taxes
- Minibar or damage charges
- Missing deposits or credits
- Charges posted after checkout
- Refunds that have not appeared
How to Dispute a Hotel Charge
- Obtain the complete hotel folio.
- Identify the date and amount of the disputed item.
- Contact the hotel’s accounting department.
- Explain why the charge is incorrect.
- Provide supporting documentation.
- Request a case number or written response.
- Ask for the amount and date of any approved adjustment.
- Contact Marriott customer care if the documented hotel process remains unresolved.
Contact the card issuer promptly if a completed transaction is genuinely unauthorized. Do not publish a complete statement or card number in a public complaint.
Incidental Holds and Security Deposits
A Sheraton hotel may authorize a credit or debit card for the room, taxes and an additional amount for possible incidental expenses. An authorization hold is not necessarily a completed charge.
At checkout, the hotel releases the unused authorization. The bank or card issuer then determines how quickly the available funds return. Debit-card holds can affect the account balance while they remain pending.
Before check-in, ask the hotel:
- The amount of the incidental authorization
- Whether it is charged per night or per stay
- Whether debit cards are accepted
- Whether cash deposits are accepted
- When the hotel releases the hold
If the hotel confirms that it released the hold, contact the bank and provide the release information. The hotel cannot control the bank’s final posting schedule.
How to Obtain a Sheraton Hotel Bill
Marriott Bonvoy members may be able to download eligible hotel bills through their online account or the Marriott Bonvoy app. For an international stay, an older stay or a bill that is unavailable online, contact the hotel or use Marriott’s customer-support form.
When requesting a folio, provide:
- Guest name
- Hotel name
- Check-in and checkout dates
- Confirmation number
- Email address for delivery
Do not request another guest’s folio unless you are authorized to receive it.
Lost Items at a Sheraton Hotel
Contact the specific hotel as soon as possible. Marriott central reservations does not manage each property’s lost-and-found inventory.
Provide:
- Guest name and stay dates
- Room number, if known
- Detailed item description
- Where and when the item was last seen
- Distinctive markings
- A safe return address after the item is confirmed found
The guest may be responsible for return-shipping costs. Marriott states that found credit cards are reported to the issuing bank and securely destroyed rather than mailed back.
Do not publish room numbers, home addresses, tracking information or photographs of valuable property in the public review section.
Marriott Bonvoy Points and Missing Sheraton Stays
A qualifying Sheraton stay may take up to 10 business days after checkout to appear in a Marriott Bonvoy account. Wait for that period before submitting a missing-stay request.
If the stay remains missing:
- Sign in to the Marriott Bonvoy account.
- Open account activity.
- Select the missing-stay request option.
- Enter the hotel and stay details.
- Upload the hotel bill when available.
- Save the submission confirmation.
Use the official Marriott Bonvoy missing-stay form.
Some rates and third-party bookings may not qualify for points, elite-night credit or benefits. Review the Marriott Bonvoy program terms and the booking channel before assuming that a stay is eligible.
Missing Elite Benefits
Discuss an active-stay benefit problem with the hotel first. Keep the reservation, membership level and hotel folio. After checkout, submit a documented concern through Marriott customer care if the property response does not resolve the issue.
Unauthorized Marriott Bonvoy Activity
Call 1-800-627-7468 promptly if points were redeemed without permission or the account information was changed unexpectedly.
- Change the Marriott password.
- Secure the associated email account.
- Review recent account activity.
- Enable available account-security protections.
- Do not provide a verification code to an unsolicited caller.
Sheraton Accessible Rooms and Disability Assistance
Review the accessible-room description before booking and contact the hotel directly to confirm essential features.
Ask about the specific features needed, such as:
- Roll-in shower or accessible bathtub
- Bathroom grab bars
- Bed height and clear floor space
- Accessible route from the entrance
- Visual fire and telephone alerts
- Hearing-accessible room equipment
- Accessible parking
- Pool or fitness-center access
- Shuttle accessibility
- Service-animal policies
Record the representative’s name and request written confirmation when a specific feature is essential. Reconfirm shortly before arrival.
For difficulty using Marriott’s website or app because of a disability, review Marriott’s digital-accessibility information or call the appropriate reservation center.
General information about hotel accessibility rights is available through ADA.gov resources.
Parking, Resort Fees and Local Hotel Policies
Parking prices, destination fees, pet policies, deposits, minimum check-in ages, shuttle schedules and amenity hours are set at the property level and can differ between Sheraton hotels.
Before arrival, review the selected hotel’s official page and contact the property about:
- Self-parking and valet charges
- Oversized-vehicle parking
- Destination or resort fees
- Pet fees and restrictions
- Pool, lounge and restaurant hours
- Airport or local shuttle service
- Early check-in and late checkout
- Package-delivery and storage charges
Save written confirmation when a particular service or fee materially affects the booking decision.
Group Reservations, Meetings and Events
For meetings, weddings, conferences and other group arrangements, call 1-800-831-4004 or contact the selected hotel’s sales department.
Group contracts may include different rules for:
- Deposits
- Room blocks
- Attrition
- Cancellation
- Catering guarantees
- Meeting-room charges
- Audio-visual services
- Taxes and service charges
Use the written event contract rather than an ordinary individual-room cancellation policy when disputing a group or meeting charge.
Sheraton Vacation Club Support
Sheraton Vacation Club is a separate vacation-ownership product. Ordinary Sheraton hotel reservations and Marriott customer care may not be able to resolve ownership contracts, maintenance fees, deed questions, owner reservations or sales-presentation complaints.
Use the official Sheraton Vacation Club website and the contact details associated with the ownership account or package.
Do not confuse a Sheraton hotel reservation with a vacation-club ownership interest or promotional package.
How to Escalate an Unresolved Sheraton Complaint
- Start with the correct department: Use the front desk for active-stay problems, accounting for billing, lost-and-found for missing property and Marriott Bonvoy support for loyalty accounts.
- Request hotel management: Ask for the manager on duty or appropriate department manager.
- Document the issue: Keep the confirmation, folio, photographs and prior correspondence.
- State the requested resolution: Explain whether you are requesting a room correction, refund review, fee removal, points adjustment or written explanation.
- Request a case number: Save the hotel and Marriott reference numbers.
- Submit Marriott’s form: Use the official contact form for a completed-stay concern that remains unresolved.
- Send one organized follow-up: Include the hotel name, stay dates and prior case number.
- Contact the booking seller: Use this route when a third party collected the payment.
- Contact the payment provider: Do this promptly for a genuinely unauthorized or eligible unresolved charge.
For the fastest response, separate billing, loyalty and property-condition issues rather than combining unrelated problems in one message.
Fake Sheraton Reservation Numbers and Travel Scams
Scammers may purchase advertisements that display a fake hotel-reservation number or create a website that resembles Marriott or Sheraton.
- Type Marriott.com or the Sheraton website directly into the browser.
- Confirm the website address before entering payment information.
- Do not rely only on a sponsored search advertisement.
- Call the hotel using the number on its official Marriott property page.
- Do not pay for a hotel reservation by gift card, wire transfer or cryptocurrency.
- Do not give an unexpected caller a Marriott password or verification code.
- Confirm unfamiliar payment requests directly with the hotel.
Review the Federal Trade Commission’s travel-scam guidance before responding to a suspicious reservation offer or payment demand.
Marriott International Corporate Information
Sheraton is a Marriott International brand. Marriott’s current corporate headquarters is:
Marriott International, Inc.
7750 Wisconsin Avenue
Bethesda, MD 20814
Corporate telephone: 1-301-380-3000
The corporate office should not be the first contact for a room reservation, active-stay request, lost item or routine billing question. Those matters should begin with reservations, the hotel or Marriott customer care.
Frequently Asked Questions
What is the Sheraton customer-service phone number?
For Sheraton reservations, call 1-800-325-3535. Marriott also lists 1-888-236-2427 for U.S. and Canada reservations across its hotel brands.
Is Sheraton part of Marriott?
Yes. Sheraton Hotels & Resorts is part of Marriott International’s hotel-brand portfolio.
Is Sheraton customer service available 24 hours?
Marriott states that its central customer-support operation is available 24/7. Individual hotel departments may have separate hours.
How do I cancel a Sheraton reservation?
Use Marriott’s reservation-lookup tool, the Marriott Bonvoy app or Marriott reservations. Review the specific rate’s deadline and save the cancellation number.
Can I cancel a Sheraton booking made through Expedia or Booking.com?
The third-party company that created the booking and collected payment may control the cancellation and refund. Contact that company and confirm the reservation status with the hotel.
How do I complain about a Sheraton hotel?
Report an active problem to the front desk and manager on duty. For a completed stay, contact hotel management and submit a concern through Marriott’s official contact form.
Who handles an incorrect Sheraton bill?
Contact the hotel directly and ask for its accounting department. The property has access to the detailed folio and local charges.
How long does a Sheraton incidental hold take to disappear?
The hotel releases the unused hold at checkout, but the bank determines when the funds become available. Contact the hotel for confirmation of release and then contact the financial institution.
How do I recover something left at a Sheraton?
Contact the individual hotel as soon as possible. Provide a detailed description, stay dates and the location where the item was last seen.
How do I request missing Marriott Bonvoy credit for a Sheraton stay?
Allow up to 10 business days after checkout for the stay to post. If it remains missing, submit the online missing-stay form with a copy of the hotel bill.
How do I reserve an accessible Sheraton room?
Select an accessible room during booking, review its listed features and call the hotel to confirm any feature that is essential to the stay.
Can Marriott headquarters refund a Sheraton stay?
Headquarters is not normally the first refund route. Begin with the hotel, Marriott customer care or the third-party company that collected the payment.
Is Sheraton Vacation Club the same as a Sheraton hotel reservation?
No. Sheraton Vacation Club is a vacation-ownership product with separate account, contract and reservation support.
Can CustomerServiceNumbers.com change or refund my Sheraton booking?
No. CustomerServiceNumbers.com cannot access Marriott or hotel systems, change reservations, cancel rooms, issue refunds, release deposits, award Bonvoy points or recover lost belongings.
Related Hotel Customer Service Pages
Sheraton Customer Reviews
Firsthand reviews can help other travelers understand Sheraton’s support process. Useful reviews may describe a reservation, cancellation, stay, hotel bill, refund, Bonvoy credit, accessibility request, lost-item report or Marriott customer-care case.
Identify the general Sheraton location and support route used, explain what happened and state whether the matter was resolved. Do not publish private reservation, payment, account or travel information.
Page Update Note
This page was updated on August 3, 2026. The update confirmed Sheraton’s reservation number, added Marriott’s current reservations and Bonvoy contacts, corrected Marriott International’s corporate address, and expanded guidance for cancellations, third-party bookings, active-stay complaints, hotel bills, incidental holds, lost items, missing-stay credit, accessibility and travel scams.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent customer-service directory and review website. It is not affiliated with, owned by, endorsed by or authorized by Sheraton Hotels & Resorts, Marriott International, Marriott Bonvoy, Sheraton Vacation Club or any individual Sheraton property. CustomerServiceNumbers.com cannot access reservations or loyalty accounts, change hotel bookings, cancel rooms, authorize refunds, remove charges, release deposits, award points or recover lost property.
Share Your Sheraton Customer Service Experience
Privacy warning: Do not publish your reservation or cancellation number, Marriott Bonvoy number, room number, address, telephone number, email address, payment information, password, verification code, hotel folio, passport, identification, medical information or private documents.
Share a firsthand experience involving a Sheraton reservation, hotel stay, cancellation, charge, refund, Marriott Bonvoy issue, accessibility request, lost item or customer-care complaint. Include the general hotel location, support route used and outcome while keeping all personal and travel information private.
