Help Central

Most Frequently Asked Questions

Based on your feedback and our experience, we have developed a list of Frequently Asked Questions and answers. For additional help, select from the categories on the right.

expand-collapse Questions about Marriott Mobile and Apps

Updated versions of Marriott Smartphone apps were available beginning Thursday, September 15, 2011.

Please take a moment to download the newest version of your Marriott app.

With this version, you will experience:

  • Multiple bug fixes
  • Privacy Policy updates
  • Improved iPad functionality

Please look ahead to future improvements, including:

  • An iOS5 version
  • Improved "My Account" features
  • Day-of-the-week calendar displays
  • French, German, Spanish, and Chinese languages

For additional questions about Marriott Smartphone apps, please visit our Smartphone FAQ page.

expand-collapse What browsers work best with Marriott.com?

Marriott.com has a rich application interface that offers many features that are optimized by using the most recent versions of popular internet browsers. Users with older browsers may experience slower load time and reduced visual features when trying to access the website. While the Marriott.com team strives to test multiple browser/versions, it is not possible to support all of them.

We recommend the latest version of the following browsers for viewing and interacting with Marriott.com:

Mozilla Firefox version 3.6 or later

Apple Safari version 4.x or later

Microsoft Internet Explorer 8.x or later (not in compatibility mode)

JavaScript must be enabled in order to use many of Marriott®'s web site features, such as dropdown lists, calendars, etc.

expand-collapse How can I get a hotel folio e-mailed to me?

To subscribe:

  1. You must be a Marriott Rewards® member. If you are not, please join Marriott Rewards today and create your online account.
  2. View the Edit Email Preferences page in the "My Account" section of Marriott Rewards online.
  3. Select "eFolio" (and any other Marriott emails you wish to receive) by checking the box next to that option.
  4. Click "Save"

You’ll now receive your hotel bill by email whenever you stay at a participating Marriott hotel and use your Marriott Rewards account number. As a subscriber, your Marriott Rewards number identifies your bill and forwards it to your email address. If your Marriott Rewards number is applied to another person’s room reservation, their bill will be transmitted to your email address. You are responsible for notifying that person that their bill will be emailed to you unless you make other arrangements with the front desk during the stay.

expand-collapse How do I add comments to a reservation?

You may add a short comment to your reservation during Step 2 of the reservation process, the Guest Information section of the reservation. The first component of Reservation Step 2 is Contact Information. Near the end of the Contact Information section and just above the option Travel Planners section, is a text box to submit some short comments for you to share with the hotel. Please limit your comments to 45 characters, including spaces.

You may also add comments to a reservation you have already made. Retrieve your reservation information and click "Make changes to this reservation". Select the option "Change guest/billing information". This displays Step 2 of the reservation process described above. The first component of Reservation Step 2 is Contact Information. Near the end of the Contact Information section and just above the option Travel Planners section, is a text box to submit some short comments for you to share with the hotel. Please limit your comments to 45 characters, including spaces.

expand-collapse I received a chat invitation once before but do not see one anymore. How can I chat again?

Currently the opportunity to chat is "proactive" meaning that Marriott.com predetermines specific scenarios where a customer will see a chat. If a user does not meet the predetermined requirements, they will not see another invitation. Chat invitations are also based upon customer care associate availability. If representatives are busy assisting other customers, a chat invitation will not be offered. Chat is offered 7 days a week from 8:00 a.m. to 11:00 p.m. Eastern Time.

expand-collapse How can I find Marriott hotels near a specific address?

The Marriott.com website features a function that will help you to locate all of the hotels within a 50-mile radius from an address that you request.

  1. Visit the Marriott.com homepage (http://www.marriott.com).
  2. Click on the "Advanced Search" link appearing in the “find hotel” section in the middle of the page.
  3. From the page that is displayed, click on the words "Near an Address" at the top of the “Find a Hotel” box.
  4. Enter the address you wish to be near and click "Find."

After you have entered your search criteria from the Marriott.com homepage, you may continue the reservation process.

expand-collapse I travel frequently to the same locations. How can I keep track of my favorite hotels?

Marriott.com has just added a save hotel function. Please note that you must be logged into your Marriott Rewards account in order to use it.

Add New Hotels You can save up to 20 hotels from a search results list, a compare hotels page or a hotel information page by simply clicking "Save hotel." To view your list, click on "My Account" at the top of the page. Then click on "Trip Planner" to view your saved hotels.

Saved Hotel Listings Each saved hotel in your Trip Planner contains links to hotel information pages as well as a search box to quickly check availability. Saved hotels can easily be deleted with a single click of the "Remove Hotel" button.

expand-collapse Can I make a change to my existing reservation on Marriott.com?

Yes. You can change your guest information, travel dates, room preferences and billing information for existing reservations.

  1. Go to the Marriott.com homepage (http://www.marriott.com).
  2. Click the "Change/Cancel Reservations" link, which can be found at the top of any Marriott.com page.
  3. Enter your last name and confirmation number and click "Find". If you have an online account, you can view your reservations by clicking "View Your Reservations" on the left-hand side of the page. Enter your user name and password in the boxes provided.
  4. On the "Reservation Confirmation" page, select either "Make changes to this reservation", "Cancel entire reservation" or "Reserve another room at this hotel".
  5. When you select "Make changes to this reservation", you can click a corresponding link to modify "Date & Rates", "Room Preferences", "Guest Information", "Room Type", "Number of Rooms" or "Billing Information".
  6. You can change your reservation on this page. You may be asked to complete specific steps of the Marriott.com reservation process before your changes are completed. Once your changes are completed, you must click the red "Update" button to finalize the process.

Learn about making a change to a Marriott Rewards redemption reservation

expand-collapse How can I find out if a hotel offers airport transportation?

Each hotel property will have a short list of amenities offered, such as airport shuttle, high-speed Internet access, or restaurant on-site. Click on the hotel name to visit that hotel's specific webpage for more details. For information regarding airport and other local transportation options, click the "Maps and Transportation" link from the top right corner of any hotel property page.

expand-collapse I have outstanding eCertificates from a previous unfulfilled reservation. How can I use these eCertificates?

Rewards Members can now view any outstanding eCertificates they have from previously changed or cancelled reservations on their "My Rewards Account Activity" page. These eCertificates can be attached to a booking during the reservation process.

expand-collapse Does AC Hotels by Marriott® participate in Marriott Rewards®?

Beginning the end of 2011, AC Hotels by Marriott will participate in Marriott Rewards. Member stays made prior to the end of 2011 will not qualify to earn Elite benefits, points, airline miles and Elite nights, and retroactive credit will not be provided. Additionally, AC Hotels by Marriott will not be available for point redemption toward free night stays until the end of 2011. The exact date when AC Hotels by Marriott will participate in Marriott Rewards is still to be determined, but members will be informed of this date in Program News on MarriottRewards.com.

Email Us Email Us

Didn't find what you were looking for? Have a compliment, comment or question? Select from the list of topics below, and we will get back to you within 24 hours.

expand-collapse General Questions

10 / more rooms - groups meetings facilities
Career Opportunities
Compliments / Concerns about your previous stay
Folio / Bill request
Forgot Password
Hotel Information
Marriott.com Support
Online survey comments
Reservation Inquiries
Packages - Deals
Packages - Vacations by Marriott
Air/Car booked through FlexrezSM
Other

expand-collapse Marriott Rewards Reservations & Customer Care

Elite Member account Inquiries
Marriott Rewards Program
Managing Account & Preferences
Missing Stay or Partner Earnings
Questions about our Partners


Call Us Call Us

expand-collapse Reservations

In the USA & Canada:

1-888-236-2427 toll-free

All others:

Global reservations centers

expand-collapse Marriott Rewards Members

In the USA & Canada:

Reservations:

1-888-236-2427 toll-free

Customer Support:
1-801-468-4000

Global customer support

expand-collapse Internet Customer Care

In the USA & Canada:

1-800-721-7033 toll-free

Or email us and we will get back to you shortly.

expand-collapse Group & Event Planning

In the USA & Canada:
1-800-831-4004 toll-free

All others:

Sales contacts by region


Complete List of FAQ

expand-collapse General

expand-collapse Reservations

expand-collapse Rates & Availability

expand-collapse Marriott Rewards