Contacting Marriott Rewards Customer Service Center
Customers that frequent Marriott Hotels, Renaissance Hotels, AC Hotels, Courtyard, Springhill Suites, Fairfield Inns and Suites, Residence Inn or Townplace Suites have the ability to sign up for Marriott Rewards. This program allows customers to earn points and use the points for discounted services. With any service, there is a potential for problems. In the event this occurs, customers have the ability to contact the customer support team.
Click here to leave a comment about your customer service experience.Contact Info:
Customers can contact the customer service department by phone, email and traditional mail.
Phone Contact Numbers
The customer service department is open Monday through Friday, 8:15am to 9pm EST.
- United States and Canada: 1 801 468 4000 or 1 800 450 4442
The customer service department for Asia Pacific is open Monday through Friday, 8am to 8pm; Saturday 8am to 5:30pm local time.
- Asia Pacific Kuala Lumpur: 60 3 2688 8080
- Australia: 61 2 8298 5250
The customer service department is open Monday through Friday 9am to 6pm.
- Mainland China: 400 830 0250
- Hong Kong: 800 962 962
The customer service department for the UK and Europe is open Monday through Friday 8am to 6pm; Saturday 9am to 5:15pm; Sunday 10:30am to 6:45pm UK time.
- UK, Middle East and Europe: 44 20 7012 7312
- Germany: 0699 508 6492
- UAE and Dubai: (+971) 4 217 3579
The customer service department for the Japan offices is open Monday through Friday 9am to 6pm local time.
- Japan: 81 3 5405 1513
The Mexico/Latin America customer service department is open Monday through Friday 8am to 8pm; Saturday 9am to 2pm local time.
- Mexico and Latin America: 52 55 110 221 21
- Brazil: 55 11 3069 2507
Mailing Address
Marriott Guest Services (Canada and U.S.)310 Bearcat DriveSalt Lake City, UT 84115-2544
Marriott Guest Services (Pacific and Asia)Menara OlympiaNo. 8 Jalan Raja Chulan50200 Kuala Lumpur, Malaysia
Marriott Guest Services (China)RM 1402, R&F CenterNo. 10 Huaxia Road Tianhe DistrictGuangzhou, China 510632, P.R.C.
Marriott Guest Services (UK, Middle East, Europe)North Valley Business CentreOld Mallow RoadCork Ireland
Marriott Guest Services (Japan)Urban Shinbashi Building, 7th Floor4-5-1 Shinbashi, Minato-kuTokyo 105-0004 Japan
Marriott Guest Services (Mexico and Latin America)Av Chapultepec No. 230-1Col Roma CP 06700Mexico DF
Official Website
Go to http://www.marriott.com/rewards/rewards-program.mi in order to learn how to earn reward points, how to use the points and the benefits of the program. Customers can also sign up for the mega bonus program where they earn additional rewards.
Customer Service Email
Customers wanting to contact the customer service department can utilize the customer contact form https://www.marriott.com/suggest/suggest.mi. We submitted a question asking if the Rewards points expire. We immediately received an automated response stating a customer service representative would answer our concern within 24 hours.
Our Experience
In the event customers are not registered for the program, they can still contact the customer service department. The automated system places customers on hold for less than 60 seconds and connects them to an agent. We asked the agent for information regarding cancelling the program. The representative explained how to cancel the service.
A quick and painless call, with a resolution. Our experience was perfect. How was your experience? See the comment section below? Let us have it.
(7 votes, average: 1.57 out of 5)
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any opening is there in you hotles
I originally wasnt going to send this but when I got a survey in my email today , it reminded me of the experience I just had on a recent stay. Im a Marriott Rewards member with close to 100 nights this year so far and will have over 200 night this year and almost 300,000 Marriott Rewards points. I always stay at the Marriot brand and know what to expect from my stays.Last week I stayed at a Residence Inn at 3940 Westerre Parkway, Richmond,VA.It was my 2nd stay there in 3 weeks. Upon checking in, and unpacking I discovered ants all over my wall and across the sink and was given a new room. During my stay I experienced garbage in the hallway that sat for hours,overflowing ashtrays, a broken remote control and desk chair in my room and incomplete housekeeping details daily.Twice my requested wake-up call did not come in the morning. On 2 occasions when I mentioned something to the desk, I was told that either housekeeping or facilities were gone for the day, I wanted someone to take ownership of a problem.I did not have my bill under my door as Im used to when checking out and it took me 3 phone calls to get a bill sent to me. And the eggs were very liquidy at breakfast every morning. I plan on coming back to Richmond in 3 weeks but will probably stay at the Courtyard next door or the Marriott a few blocks over.Disappointing…
Marriott…. That name used to mean something…Not sure what has happened to customer service for what they refer to as “Valued Rewards Members”… Never been treated so poorly by a Company that claims to Value Gold members…Really really PATHETIC!!!
Please help me re The following problem: I lost my card’ and called for new one – last year when we stayed in Coral Springs, Fl. Last year. Did not receive the card! Then called Marriott Rewards And AGAIN requested a card to replace my lost one. To date have still not received it!!!! So, we just got back from a stay At the Courtyard Marriott in Charleston. Can you please tally the reward points from the stay at Coral Springs in January 2014, plus the stay in Charleston, S.C. And SEND me my new card. Alexander Schobel. Marriott Reward #850-284-738. Would like to thank you for your help on sorting out this problem. Alexander Schobel. New address is 339 Dorn Drive. In Shrewsbury, N.J. 07702
Listed my problem in COMMENTS No. 4
I just had to cancel two reservations for a planned Marriott stay on Dec 31 and Jan 8 at the Oakland airport Marriott. We have left our car there in the past with no problems, with the hotel asking us to call in advance to advise them. We did that today and they responded with mixed messages – first they used to do ti; then they sometimes do it; then finally a message from GM Josh Howard there’s no room that time of year. He was to call us back – and didn’t. We cancelled and scheduled with Hilton, no problem. Just thought you would like to know. Sad, because we have always received excellent service as a Platinum Elite, but not this time.
With in the three to five day period we will see if my issue has been resolved. If it has than fine but there will still be an issue with the Marriott in Key west concerning a reservation that was cancelled within the time frame allotted but my card was still charged. I will not nor recommend the Courtyard Key West Waterfront to anyone. Thank you
My husband and I were traveling around the United States of America and we happened to stay at a Fairfield Inn and Suites at 2720 First Ave East in
SpearFish SD. We checked in to the hotel and I asked for an upgrade and the rep at the front desk said. No. You are not entitled to it. I said O.K. We went to the room and there was a noise, we realized it was the toilet. The following morning we told the rep about it and she said she would tell the manager upon the arrival. I said I was going to breakfast and I would be back before we started sightseeing. The milk for the cereal and coffee was frozen and when I questioned the girl in the kitchen she stated that was all she had. That is what they give her. When we finished breakfast, I went back to the front desk and the rep was telling the manager what happened. The manager said why did you not say anything last night, and I said we just wanted a bed to sleep on as we just traveled 12 hours. I informed her we were going sightseeing and we left. Joan Gerkin stated she would have the mechanic look at it. I said fine. Can you make an adjustment on my bill? She stated, that lets see what he tells me. The mechanic turned out to be the pool man. The rep than stated that the manager wanted me to tell you that there was never anything wrong with the toilet. However, the noise ended. I really hate being called a liar.
We stayed for 2 nights The total amount of the bill was $153.74. No adjustments made.
Thanking you in advance
Eleanor Siegel
I have a reservation at Bohemian Hotel, Savannah, GA, December 25, 2016, that was made with my Rewards points, yet I notice that the $400+ charge is showing up on my VISA account, Help me understand how that can be.
I have been on hold now for 30 minutes with Marriott Rewards customer service. They do not publish an email address for unresolved issues. Very POOR buisness practices. I guess they hope you will just hang up……
stayed last week at the Columbus ga. site. Never again!!!!! a over priced motel 6 actuals last time I stayed w/ motel 6 it was better
Hi,
I am writing to express my extreme disappointment and frustration with my experience with JW Marriott Beijing. I booked the hotel using free night certificate. As it is intended to be used for my parents stay, after booking online, I called the hotel to confirm the eligibility on Saturday. I was confirmed being fine and that they only need to present their ids along with my ID number. However today when they traveled to Beijing to check in at 8pm with two heavy luggages, they were told that this is not working. And the hotel refused to use my credit card to pay for the night of stay. After I discussed with the manager on duty, I was told that he is unclear what I was told on Saturday. As such, Now I have to travel across the city ( 1 hour each way) with my little toddler to help check in regardless of an early morning flight to catch myself the next morning. I have been member with Marriott for years with good experience. However, today I am not sure if I will continue being with Marriott. I am extremely frustrated for The unclearness of communication and lack of capability to handle emergencies, and irresponsible for the miscommunication. I will have to waste my and my daughter and my parents 3 hours each to handle this mess!
Tell me why I am charged a fee ($10 & $20) when I use points to stay in a Marriott facility? Charge does not show up on the email receipt but does show on my credit card bill.
Can not get my rewards number nor can I log in. I stayed at the Marriott in Colorado Springs, CO and the signed up for Marriott Rewards. Makenzie Wallace, Front Office Manager sent me an email about adding to my rewards. I also just book a room at the Pueblo Marriott for January. Please tell me how to get my rewards number and how to log into my account.
Thank you so much,
Maggie Jones
I switched from American Express to the Marriott Rewards card about 2 years ago. We like staying at Marriott hotels so we thought it would be beneficial to earn points. However, every time I have had to call customer service for an issue, I have encountered the most rude people. This is such a contrast from American Express who makes a point to know who their customers are and how much they are spending each month. We spend on average $10,000 a month and we pay our balances off monthly. We are the type of customers credit card companies value. I am seriously considering going back to American Express simply for the customer service. Who wants to deal with rude people whenever you have an issue? I prefer to deal with people who appreciate my business.
I have points from September 2017 and december 2017 that have not been added to our acount. Account number is #569073562. I have the receipts crom our marriott stays, would you like me to send them to you?
Please advise.
Thanks
Curt & Cathy Brandley
Please do not post our acct number
Our recent stay at the Residence Inn Richmond Northwest/Short Pump was one of the worst in our 30 years of membership. Front desk staff were pleasant, but condition of room was bad. Coffee pot was broken and leaked all over table and floor, no kitchen towels to clean mess. Used up all paper towels and threw in trash, which had an old plastic bag with holes, more water all over. Bed made up poorly, inadequate silverware, etc., etc.
Will not be staying there again.
Hi
I stayed in marriot hotel. Residence Inn , Davenport, Iowa, USA from Jan 28th till Feb 3rd 2018. Wondering if you can send the invoice copy and add my reward points to my rewards number 274417940
That music in wait time made me more tense! Could you please tell use where we are in the customer service cue and how many minutes it will take? Common this is not a hard situation.
I was having a chat with Billie Sue (sp) but was cut off….I have an issue logging in….tel# 617-065-2909i,,,,,,can you help me clear issue——–
Extremely disappointed in Marriott Customer service and hotels. I have been trying to book a “certificate cat. 1-5” hotel for over 4 days. I have been a loyal member for over 20 years, a gold status and earned my certificate 9 months ago…waiting for a special vacation and hotel we chose to use it. I even spoke with a supervisor last week and was told I would be fine even after the big merge. I have called 4 days in a row, an average of 5 times per day only to wait on hold for over an hour trying to find someone that will honor this certificate. My hotel I chose still shows a Cat. 5, but now requires an additional 10K points so even though it is a “5” as it was when I earned it…they will not honor it for this stay. It has not only ruined our vacation plans it has brought a great deal of stress and frustration. I pay a fee for a Marriott Chase credit card so I could earn these certificates. I cannot believe there is not anyone that can honor it. I understand moving forward if I was to continue to use Marriott under the new rules it would apply to the next certificate. I have been treated rudely, put on hold when they know no one will answer. Sorry Marriot you lost a loyal member, a military member who always chose Marriott for our deployment stays. I feel disvalued as a customer and will not continue to chose Marriott or their associates. Disheartened with this company.
I have been trying to. call Marriott Rewards for 3 days now. I keep getting to Reservations and given a different number. I now have 6 numbers and no representative. I have a question on my Certificate. How do I get to someone. Website says office is open until 9 PM, but can’t get there from here….VERY Frustrating and annoying..!! Number 1-800-450-4442 acknowledges me by name, says an associate will be with me shortly, and eventually disconnects.
I stayed 1 nights 2 rooms at Residence Inn Franklin Cool Spring in Tennessee on July 29.The hotel staff said they would send a receipt by e-mail.But, the receipt is not sent.Invoice from credit company is coming.Also, this stay is not reflected in Activity.
I WAS ON THE PHONE FOR 36 MINUTES AFTER WAITING 10 MINUTES TO BE CONNECTED AND SHE DISCONNECTED ME! I HAVE A SERIOUS PROBLEM WITH MY REWARD POINTS THAT HAVE VANISHED!SHE DIDNT HAVE THE DECENCY TO CALL ME BACK!!!!! I CALLED AGAIN I AM CURRENTLY ON HOLD THE COUNTER ON MY PHONE SAYS 28 MINUTES AND THEY JUST HUNG UP AGAIN! I AM FURIOUS AND WILL CHANGE CARDS IF SOMEONE DOES NOT CALL ME AND FIX MY PROBLEM.I HAVE BEEN WITH YOU FOR OVER A DECADE GIVING YOU 1000.00 ALMOST EVERY MONTH! I HAVE NEVER EVER BEEN TREATED SO POORLY IN MY LIFE! I DONT WANT A STUPID EMAIL! SOMEONE CALL ME AND FIX WHAT HAS SCREWED UP MY MILEAGE ACCOUNT! I CAN NOT EXPRESS THE FRUSTRATION I FEEL RIGHT NOW. I AM SO DISSAPPOINTED IN MARRIOTT. A MULTI MILLION BUSINESS CANT AFFORD MORE HELP? I AM INCENSED AT WAITING OVER AND HOUR AND 2 HANG-UPS. I HAVE THOUSANDS UPON THOUSANDS OF MILES MISSING. MY DAUGHTER IS LAWYER AND I WILL GET HER INVOLVED IF I MUST BECAUSE NO ONE IN YOUR MILEAGE DEPARTMENT KNOWS WHAT THEY ARE DOING NOR DO THEY CARE. SORRY FOR ALL CAPS – YES, I AM YELLING! MY PHONE NUMBER IS 630 258-6449 IF I DONT HEAR BACK I WILL ASSUME YOU NO LONGER WANT MY BUSINESS AND I WILL LEAVE, BUT NOT WITHOUT A THIRD PARTY FINDING WHAT IS RIGHTFULLY MINE. I KNOW THEY ARE THE ONES THAT DISCONNECTED ME BECAUSE I WAS ON SPEAKER NOT TOUCHING MY PHONE.
I was on hold for 45 minutes with 2 numbers listed for Marriott Rewards – and STILL didn’t talk to anyone!!!
I am trying to claim the missing rewards points.
I stayed at The Ritz-Carlton in Sanya and I forgot to provide my AsianMiles membership card. I tried claiming the points through AsiaMiles with no success.They asked that I send the supporting documents to Marriott; but their address is NO way to be found. Please supply me with the address so that I can send them the receipts.
Thank you.
Pamela
Why is so hard to collect points, or when requested to change past word. this not a user friendly system
Hello,
I do not know if this message will go thru to the right people but there is something I need to say concerning this stay.
The stay was at the Fairfield Inn – exit 11A off Virginia Hwy 95.
Room 211 (behind the engineer closet) – October 19th 2018.
During the night – the smell of cigarette smoke keep me up all night.
Then when I went to shower in the morning… a water bug / roach about an inch and a half long – half inch wide ran across the room.
I was able to place the trash can over on it.
Then I went to check out and informed the front desk.
The rely I received was ” This is a non smoking hotel” and ” oh boy, will let my manager know”
My reply was, yes it is a non smoking hotel but that does not fully stop someone from smoking in the room.
There was no attempt to make it right or let me talk to the manager directly to discuss.
This is not the level of service or cleanness I expect from the Marriott brand.
This was not an enjoyable stay and a waist of my points.
This is one hotel I will not be staying at during my travel along Hwy 95 and will be informing my other travel companions.
Horrible. The customer service representative did not listen to me. I was on hold for over 10 minutes while he investigated the issue and nothing was resolved on a call that lasted over 35 minutes and I had to call back.
i contacted the rewards dept about 2 wks ago. My account was drained of 285,000 points and was supposed to be contacted by the fraud dept. , but to date have not heard from them.
i hgetting any satisfaction at all i have been a marriott member for 30 years i am trying to redeem points for airline ticket and not able to reach any help at all i have 250,0 00 points and all i get are automated phone messages i need customer service reps to talk to in person very disgusted
I recently completed and had an acknowledgement for a Missing Form submitted in relation to a visit by me and my wife to San Diego Marriott Pulse on 18th October for 7 nights. The rewards points earned have still not been entered on our Rewards account. Could you please investigate and My rewards No isadvise me when it has been dealt with. My Rewards No is 960536894
I have forgotten my Marriott membership account details
We three of us stayed Marriott Victoria and Albert Hotel in Manchester on Christmas day , it was absolutely unwelcome hotel I have ever seen in my life. However most important one we discovered that our toilet face towel , there was hole in face towel , I questioned myself is that Marriott Hotel . Wish
I contacted the Marriott number for redeeming points, and they put a supervisor on line. He gave me an email address twice that was not valid since I tried it several times.
I have a parent who passed and the beneficiaries are as me as a co-trustee to get the Marriott points redeemed in gift cards. Who do I contact for this?