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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Sometimes it's worth a large investment to reap the benefits of a great credit card. That's exactly the case with the Amex Platinum card. In exchange for the annual fee, you'll unlock access to the Amex Membership Rewards program that let you access airline and hotel transfer partners, along with new lifestyle and travel credits. This card is also incredibly rewarding for travel purchases, helping you rack up a ton of Membership Rewards points for your next award trip.Pros
- The current welcome offer on this card is quite lucrative. TPG values it at $1,600.
- This card comes with a long list of benefits, including access to Centurion Lounges, complimentary elite status with Hilton and Marriott, at least $500 in assorted annual statement credits and so much more. (Enrollment required for select benefits.)
- The Amex Platinum comes with access to a premium concierge service that can help you with everything from booking hard-to-get reservations to finding destination guides to help you plan out your next getaway.
Cons
- The high annual fee is only worth it if you’re taking full advantage of the card’s benefits. Seldom travelers may not get enough value to warrant the cost.
- Outside of the current welcome bonus, you’re only earning higher rewards on specific airfare and hotel purchases, so it’s not a great card for other spending categories.
- The annual airline fee statement credit can be complicated to take advantage of compared to the broader travel credits offered by competing premium cards.
- Earn 80,000 Membership Rewards® Points after you spend $6,000 on purchases on the Card in your first 6 months of Card Membership.
- Earn 5X Membership Rewards® Points for flights booked directly with airlines or with American Express Travel up to $500,000 on these purchases per calendar year and earn 5X Membership Rewards® Points on prepaid hotels booked with American Express Travel.
- $200 Hotel Credit: Get $200 back in statement credits each year on prepaid Fine Hotels + Resorts® or The Hotel Collection bookings with American Express Travel when you pay with your Platinum Card®.
- $240 Digital Entertainment Credit: Get up to $20 in statement credits each month when you pay for eligible purchases with the Platinum Card® at your choice of one or more of the following providers: Peacock, Audible, SiriusXM, The New York Times, and other participating providers. Enrollment required.
- $155 Walmart+ Credit: Cover the cost of a $12.95 monthly Walmart+ membership with a statement credit after you pay for Walmart+ each month with your Platinum Card. Cost includes $12.95 plus applicable local sales tax.
- American Express has expanded The Centurion® Network to include 40+ Centurion Lounge and Studio locations worldwide. Now there are even more places your Platinum Card® can get you complimentary entry and exclusive perks.
- $200 Airline Fee Credit: Select one qualifying airline and then receive up to $200 in statement credits per calendar year when incidental fees are charged by the airline to your Card.
- $200 Uber Cash: Enjoy Uber VIP status and up to $200 in Uber savings on rides or eats orders in the US annually. Uber Cash and Uber VIP status is available to Basic Card Member only.
- $300 Equinox Credit: Get up to $300 back each year on an Equinox+ subscription, or any Equinox club memberships when you pay with your Platinum Card. Enrollment required. Learn more.
- $189 CLEAR® Credit: Breeze through security with CLEAR® Plus at 45+ airports nationwide and get up to $189 back per year on your membership (subject to auto-renewal) when you use your Card.
- $695 annual fee.
- Terms Apply.
- See Rates & Fees