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Aug 18, 2023

Everything you need to know about Marriott's guarantees

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

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.

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:

Related: Why I dropped Marriott after 35 years of loyalty

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:

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:

Note: Vistana properties provide an elite welcome gift only to members who are not Vistana owners using their ownership interest.

Asia, Australia, Pacific Islands, Caribbean, Mexico, Central America, South America, the Middle East and Africa:

Asia, Australia, Pacific Islands, Caribbean, Mexico, Central America, South America, the Middle East and Africa:

Asia, Australia, Pacific Islands, Caribbean, Mexico, Central America, South America, the Middle East and Africa:

$25 at Fairfield by Marriott and TownePlace Suites.

$25 at Aloft.

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

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).

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

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.

Europe:

Related: What is Marriott Bonvoy elite status worth?

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

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.