Update: TPG readers report additional Marriott properties with redemption surcharges

Jan 7, 2022

This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.

Editor’s note: This article was first published on Dec. 26, 2021. It has been updated with new reports from TPG readers.


Redeeming hotel points can be a great way to save money on your travels, especially when paid rates are through the roof. Unfortunately, over the last several months, a series of TPG readers have reported that one major hotel program — Marriott Bonvoy — has some properties adding erroneous redemption surcharges on select stays.

In the two weeks since we first reported this anomaly, additional readers have sent us similar data points — indicating that this problem may be more widespread than originally thought.

In short, if you used Marriott points for a hotel stay over the last year, you should check your bill(s) to make sure you weren’t inadvertently charged for the privilege.

Let me clarify (upfront) that these are not resort or destination fees.

While Marriott notably does not waive those fees on award stays, they are legitimately charged fees — albeit ones disliked by most travelers. In addition, resort fees are typically displayed on the final booking screen, though Marriott recently agreed to add even more transparency to this process.

Finally, these reports also differ from what happened at select resorts last summer — when three properties were advertising “Marriott Bonvoy redemption fees” on award stays that clearly were at odds with Marriott’s terms and conditions.

Instead, these fees stem from a “clerical error by the property,” as described by a Marriott spokesperson in an email to TPG.

This issue was first raised to TPG in mid-2021 by a reader who used points to stay at the Perry Lane Hotel in Savannah, Georgia — part of Marriott’s Luxury Collection. She booked a three-night stay (one with cash, the other two using points), but when reviewing her folio after departure, she was surprised to see two items labeled “Rm Chrg — Reward Redemption” at $129 on the two award nights.

Part of a bill from the Perry Lane Hotel in Savannah, Georgia
(Screenshot courtesy of TPG reader Carrie)

When this was originally brought to my attention, I assumed that this was an example of a resort fee — which unfortunately is not waived when redeeming Bonvoy points. However, as soon as I saw the receipt she provided, it was clear this was something else, as the above screenshot clearly shows the $32 “destination amenity fee” that fits into this category.

Then, just a few weeks later, another report of these surcharges came in. This time, TPG reader Shannon spent two nights at the Westin Crown Center in Kansas City, Missouri — and he was hit with a pair of $53 charges.

Part of a hotel bill from the Westin Crown Center in Kansas City, Missouri
Screenshot courtesy of TPG reader Shannon

And just last month, TPG reader Nicholas noticed that he too was charged a fee ($37) when redeeming points at the Sheraton Springfield/Monarch Place in Springfield, Massachusetts.

Part of a hotel bill at the Sheraton Monarch Place in Springfield, Massachusetts
(Screenshot courtesy of TPG reader Nicholas)

In the last week, two additional TPG readers reported similar charges at the following properties:

  • Westin Maui Resort & Spa
  • JW Marriott Orlando Bonnet Creek Resort & Spa

In all of these instances, the additional fee had the exact same description (“Rm Chrg — Reward Redemption”), which is the key indicator that this is not a mandatory resort fee.

These charges are absolutely incorrect, per a statement TPG received from a Marriott spokesperson in December:

“A situation like this is typically due to a clerical error by the property as in this case. If this occurs, members should contact the front desk and/or the manager on duty to have it corrected and removed from their folio.”

While Marriott wouldn’t confirm exactly what those charges were, industry experts told TPG that they’re most likely related to the fee Marriott corporate is paying the hotel for the award stay.

How to check your own stays

If you redeemed points at a Marriott property anytime during the last year, it’s probably a good idea to review your folios and make sure these charges don’t appear on any of them. Here’s how to do so:

  1. Visit Marriott.com and log in to your account at the top right.
  2. Click on your name, then select Activity.
  3. Scroll down to the Latest Activity section, and change the filters to view just hotel stays.
  4. Click on Download to access a receipt for the stay in question.

Unfortunately, online receipts are only available for stays completed in recent months — so you may want to look back at your emails for any award reservations you had from earlier in 2021.

Alternatively, you can visit the Contact Us page of Marriott’s website to request your receipt for any stay within the last year. Select ‘Copy of Hotel Bill’ from the drop-down menu and input your stay details (including a comment, which is a required field). Then, click ‘Submit.’

What if you were charged a fee?

If you do find a surcharge for redeeming your points, your first course of action should be to contact the individual hotel. Try to get connected to the financial office or billing department, and be armed with the full details of your reservation — including the confirmation number and dates of your stay.

If that doesn’t get anywhere, you should escalate the situation to Marriott Bonvoy customer service. Here, I’d recommend starting with the online form, as this will automatically generate (and email you) a case number for your inquiry. This allows you to keep tabs on it if you ultimately need to call.

This is a real-life example of why it’s so critical to double-check your hotel bills prior to checkout, as it’s typically much easier to fix an error immediately than it is after you’ve departed.

Once again, I want to stress that this does not apply to any charges labeled as a resort, destination or amenity fee. This guidance specifically applies to guests who see a “Rm Chrg — Reward Redemption” line item on a bill from a stay you booked using Marriott points.

Bottom line

If you recently redeemed Marriott points for a stay, there’s a chance that you may have been incorrectly charged a fee for doing so. Thankfully, this is not a change to the Bonvoy program but rather comes from a clerical error at individual properties.

If you do see a charge like this, bring it to the attention of hotel management immediately — and if you’ve already departed, follow up with the property’s billing department to request a refund.

We’re also interested in hearing your reports of these incorrect fees, so please email us at tips@thepointsguy.com (with a screenshot or attachment of your hotel bill showing the charge).

Featured photo by VDB Photos/Shutterstock.com.

Delta SkyMiles® Platinum American Express Card

Earn 50,000 bonus miles and 5,000 Medallion® Qualification Miles (MQMs) after you spend $2,000 in purchases on your new card in the first three months of card membership. Plus, earn up to $100 back in statement credits for eligible purchases at U.S. restaurants in the first three months of card membership.

With Status Boost™, earn 10,000 Medallion Qualification Miles (MQMs) after you spend $25,000 in purchases on your Card in a calendar year, up to two times per year getting you closer to Medallion Status. Earn 3X Miles on Delta purchases and purchases made directly with hotels, 2X Miles at restaurants and at U.S. supermarkets and earn 1X Mile on all other eligible purchases. Terms Apply.

Apply Now
More Things to Know
  • Earn 50,000 Bonus Miles and 5,000 Medallion® Qualification Miles (MQMs) after you spend $2,000 in purchases on your new Card in your first 3 months.
  • Plus, earn up to $100 back in statement credits for eligible purchases at U.S. restaurants with your card within the first 3 months of membership.
  • Earn up to 20,000 Medallion® Qualification Miles (MQMs) with Status Boost® per year. After you spend $25,000 in purchases on your Card in a calendar year, you can earn 10,000 MQMs two times per year, getting you closer to Medallion® Status. MQMs are used to determine Medallion® Status and are different than miles you earn toward flights.
  • Earn 3X Miles on Delta purchases and purchases made directly with hotels.
  • Earn 2X Miles at restaurants worldwide, including takeout and delivery and at U.S. supermarkets.
  • Earn 1X Miles on all other eligible purchases.
  • Receive a Domestic Main Cabin round-trip companion certificate each year upon renewal of your Card. *Payment of the government imposed taxes and fees of no more than $75 for roundtrip domestic flights (for itineraries with up to four flight segments) is required. Baggage charges and other restrictions apply. See terms and conditions for details.
  • Enjoy your first checked bag free on Delta flights.
  • Fee Credit for Global Entry or TSA Pre✓®.
  • Enjoy an exclusive rate of $39 per person per visit to enter the Delta Sky Club® for you and up to two guests when traveling on a Delta flight.
  • No Foreign Transaction Fees.
  • $250 Annual Fee.
  • Terms Apply.
  • See Rates & Fees
Regular APR
15.74%-24.74% Variable
Annual Fee
$250
Balance Transfer Fee
N/A
Recommended Credit
Excellent/Good
Terms and restrictions apply. See rates & fees.

Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.