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.
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Annual Fee
Recommended Credit
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
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- Packed with credits foodies will enjoy
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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 $6,000 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.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
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- Annual Fee is $325.
- Terms Apply.
Rewards Rate
| 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. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro Offer
You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.Excellent to Good
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
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 $6,000 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.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.