Your complete guide to Marriott published guarantees and compensation
Let's face it — hotels don't always honor their published benefits. And if you have a long-anticipated hotel stay, it's no fun when things don't go right.
Marriott is one of the only hotel companies to publish guarantees and fixed compensation amounts on its website. You may be entitled to compensation if something goes wrong and your hotel can't honor your reservation or guaranteed benefits.
Here's what you need to know about Marriott's published guarantees and compensation.
Ultimate Reservation Guarantee
It's no fun getting "walked" from a hotel.
If you make a reservation and the hotel can't honor it when you arrive, you may be entitled to compensation under the Ultimate Reservation Guarantee. Luckily, in over 500 nights in Marriott properties, this has never happened to me, though it happened to another TPG staffer.
You can read about his experience dealing with the Marriott Ultimate Reservation Guarantee. It took weeks for him to receive his compensation, though contacting Marriott via Twitter proved to be successful. Per Marriott's website, here's the high-level version of the Ultimate Reservation Guarantee:
If for some reason we're unable to honor your reservation, we'll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience. To be eligible, you must provide your member number when making a reservation. Compensation varies by hotel brand.
| Brand | Compensation (participating properties outside the United States will pay the equivalent in their local currency) |
|---|---|
Edition, The Luxury Collection, W Hotels, JW Marriott, Marriott Hotels, Sheraton, Delta Hotels, Le Meridien, Westin, Autograph Collection, Renaissance Hotels, Tribute Portfolio and Gaylord Hotels. | $200 and 90,000 points. |
Courtyard, Four Points, SpringHill Suites, Protea Hotels, Fairfield by Marriott, AC Hotels, Aloft, Moxy Hotels, Residence Inn, TownePlace Suites and Element. | $100 (Platinum and Titanium elite members also receive 90,000 points). |
The Ritz-Carlton, Ritz-Carlton Reserve and St. Regis. | $200 and 140,000 points (only applies to Titanium and Ambassador elite members). |
Related: Why I dropped Marriott after 35 years of loyalty
Guaranteed Welcome Gift
Marriott Platinum, Titanium and Ambassador elite members are guaranteed a welcome gift at most hotels in the Marriott Bonvoy portfolio. If the hotel doesn't adhere to the guarantee, you may be owed compensation.
Unfortunately, this isn't straightforward, but here's the scoop:
| Brand | Welcome gift choice/points | Compensation (participating properties outside the United States will pay the equivalent in their local currency) |
|---|---|---|
Marriott Hotels, JW Marriott, Delta Hotels, Autograph Collection and Renaissance Hotels. | United States, Canada and Europe:
Asia, Australia, Pacific Islands, Caribbean, Mexico, Central America, South America, the Middle East and Africa:
Resorts only United States, Canada and Europe:
Asia, Australia, Pacific Islands, Caribbean, Mexico, Central America, South America, the Middle East and Africa:
| $100. |
Gaylord Hotels. | 1,000 points per stay or $10 F&B credit per stay. | $100. |
St. Regis, The Luxury Collection, W Hotels, Sheraton, Le Meridien, Westin and Tribute Portfolio. | 1,000 points per stay, amenity or daily restaurant breakfast for member and one companion (including at resorts). | $100. |
The Ritz-Carlton, Ritz-Carlton Reserve, Edition, Marriott Vacation Club, Marriott Grand Residence Club, Design Hotels and Homes & Villas by Marriott International.
Note: Vistana properties provide an elite welcome gift only to members who are not Vistana owners using their ownership interest. | 1,000 points per stay. | N/A. |
Courtyard. | United States, Canada and Europe:
Asia, Australia, Pacific Islands, Caribbean, Mexico, Central America, South America, the Middle East and Africa:
| $50. |
AC Hotels and Moxy Hotels. | United States, Canada and Europe:
Asia, Australia, Pacific Islands, Caribbean, Mexico, Central America, South America, the Middle East and Africa:
| $50 at AC Hotels and $25 at Moxy hotels. |
SpringHill Suites, Fairfield by Marriott, Residence Inn and TownePlace Suites. | United States, Canada and Europe:
Asia, Australia, Pacific Islands, Caribbean, Mexico, Central America, South America, the Middle East and Africa:
| $50 at SpringHill Suites and Residence Inn.
$25 at Fairfield by Marriott and TownePlace Suites. |
Four Points and Aloft. | 500 points per stay, amenity or daily restaurant breakfast for the member and a companion. | $50 at Four Points.
$25 at Aloft. |
Protea Hotels. | 500 points per stay or daily restaurant breakfast for the member and a companion. | $50. |
Element. | 500 points per stay or amenity. | $25. |
Occasionally, I've stayed at properties where they've defaulted to points instead of breakfast. In all but one case, hotels have provided breakfast upon request. In that one case, I politely referenced the Guaranteed Welcome Gift to the manager, and breakfast was then provided. Subsequently, no compensation was due.
Related: Your complete guide to Marriott elite breakfast benefits
Guaranteed Room Type
At the brands listed below, Platinum, Titanium and Ambassador elite members may be eligible for compensation if a hotel provides a room that doesn't match what they booked (i.e., a downgrade or a different bed type in the U.S. and Canada).
When making a reservation, be sure to note your Member number and room/bed preferences. We'll always honor your bed type request at our locations throughout the U.S. and Canada. Everywhere else, smoking/non-smoking preferences are honored based on availability; exact bed sizes may vary. Platinum Elite, Titanium Elite and Ambassador Elite members will receive guaranteed priority for their requested type of room. If guarantee is not met, guest compensation applies.
| Brand | Compensation (participating properties outside the United States will pay the equivalent in their local currency) |
|---|---|
The Luxury Collection, W Hotels, JW Marriott, Marriott Hotels, Sheraton, Delta Hotels, Le Meridien, Westin, Autograph Collection, Renaissance Hotels, Tribute Portfolio and Gaylord Hotels. | $100. |
AC Hotels, Courtyard, Four Points, SpringHill Suites, Protea Hotels and Residence Inn. | $50. |
Fairfield by Marriott, Aloft, Moxy Hotels, TownePlace Suites and Element. | $25. |
In addition to other terms, the guarantee doesn't apply if you make your reservation on the same day you plan to arrive, and the Guaranteed Room Type benefit does not cover room upgrades.
Related: Quick Points: Marriott Bonvoy members, ask for your resort fee replacement benefit
Guaranteed Lounge Access
At some hotels, Marriott Platinum, Titanium and Ambassador elite members are guaranteed lounge access for themselves and one guest. This benefit only applies to the room the elite member is staying in.
| Brand | Lounge offer | Compensation (participating properties outside the United States will pay the equivalent in their local currency) |
|---|---|---|
JW Marriott, Marriott Hotels, Delta Hotels, Autograph Collection and Renaissance Hotels (excluding resorts). | United States and Canada:
Europe:
| $100 if no continental breakfast or alternative is offered (globally). |
Courtyard hotels with a lounge outside the U.S./Canada (resorts excluded). | If the lounge is closed, members receive restaurant breakfast. | N/A. |
Sheraton, Le Meridien and Westin (includes resorts). | No alternative offered when lounge is closed. | N/A. |
Related: What is Marriott Bonvoy elite status worth?
48-Hour Guaranteed Availability
Titanium and Ambassador elite members are guaranteed a room at most hotels, even when they're sold out. To book a room at a sold-out property, you'll need to call Marriott reservations by 3 p.m. local time, at least 48 hours prior to arrival.
Don't bank on an upgrade since your Titanium and Ambassador Elite Enhanced Room Upgrade benefits do not apply. You also can't use points, certificates or any type of promotional or discounted rates. You must pay the prevailing rate at the time of booking and meet stay length requirements. For Residence Inn and TownePlace Suites, the 48-hour guaranteed availability applies to studio rooms only.
The guarantee doesn't apply at resorts, Marriott Vacation Club, Marriott Grand Residence Club, Design Hotels, Vistana properties and Ritz-Carlton Reserve, and it may not be available on certain limited dates (i.e., during special events).
Related: The award travelers guide to Marriott Bonvoy
Bottom line
Marriott offers its members guarantees and publishes compensation amounts when certain benefits are not extended. If a hotel isn't keeping its end of the deal, these policies are here to help you.
If something isn't right on one of your stays, ask the hotel for a written statement. An email from an employee outlining the hotel's position is documentation that can be helpful in Marriott's review.
But getting compensated isn't easy. A hotel may offer you a goodwill gesture of bonus points or an adjustment to your bill to de-escalate the case. If you can settle that way, it's often a better outcome for all parties.
TPG featured card
at American Express's secure site
Terms & restrictions apply. See rates & fees.
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 5X | New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App. |
| 3X | Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines. |
| 2X | Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Pros
- Valuable dining and food-related credits
- Flexible rewards with airline and hotel transfer partners
- Multiple travel and purchase protections
- No foreign transaction fees
- Access to Amex Offers for additional savings (enrollment required)
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $8,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App.
- Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines.
- Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- Pay It® lets you tap in the American Express® App to quickly pay for small purchase amounts throughout the month and still earn rewards the way you usually do. Plan It® gives you the option to split up big purchases into equal monthly payments with a fixed fee. You’ll know upfront exactly how much you’ll pay.
- Updated! $120 Dining Credit: Earn up to a total of $10 in statement credits monthly when you pay with the Gold Card at Grubhub (including Seamless), Buffalo Wild Wings, Five Guys, The Cheesecake Factory, and Wonder. This can be an annual savings of up to $120. Enrollment required.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year at over 10,000 qualifying U.S. Resy restaurants after you pay for eligible purchases with the American Express® Gold Card. That’s up to $50 in statement credits semi-annually. Enrollment required.
- $84 Dunkin' Credit: Earn up to $7 in monthly statement credits after you pay with the American Express® Gold Card at U.S. Dunkin’ locations. Enrollment required.
- $120 Uber Cash on Gold: Enjoy up to $120 in Uber Cash annually with your Gold Card. Just add your Card to your Uber account and you'll get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an Amex Card for your transaction.
- New! As an American Express® Gold Card Member, you can enjoy complimentary Hertz Five Star® Status. Enjoy benefits like skipping the counter at select locations, adding an additional driver at no additional cost*, and vehicle upgrades**. Benefit enrollment and Hertz Gold+ registration are required. *Additional drivers must meet standard rental qualifications and must be a spouse or domestic partner to qualify as complimentary. Other additional drivers subject to fees. **Benefits are subject to availability and vary by location. Additional Hertz program Terms and Conditions including age restrictions apply.
- Take advantage of a $100 credit towards eligible charges* at over 1,300 upscale hotels worldwide when you book The Hotel Collection through AmexTravel.com or the Amex Travel App **. *Eligible charges vary by property. **The Hotel Collection requires a two-night minimum stay.
- Book your travel through the Amex Travel App with added peace of mind – backed by American Express® service and support. Only for American Express® Card Members.
- Whenever you need us, we're here. Our Member Services team will ensure you are taken care of. From lost Card replacement to statement questions, we are available to help 24/7.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.