Their services are free, confidential, and impartial. We aim to resolve complaints within 21 business days however in most cases we will work to resolve your complaint at the point it is received.

Marriott International’s complaint policy emphasizes "On-Property Resolution" as the first and most effective step. If you are currently staying at a hotel, Marriott encourages you to speak with the Front Desk Manager or General Manager immediately so they can "make it right" before you check out. For issues that remain unresolved or occur after your stay, you can submit a formal case through the "Contact Us" form on the Marriott website or via the Marriott Bonvoy app, selecting "Concerns About a Stay." Marriott typically aims to respond within five business days. For significant service failures, such as a "walk" (overbooking) or a failure of the "Elite Benefits Guarantee," Marriott Bonvoy members are often entitled to monetary compensation or bonus points ranging from 5,000 to 90,000 points depending on the brand and the severity of the issue. Loyalty members with Titanium or Ambassador status also have access to a dedicated "Service Desk" line for expedited dispute resolution and personalized advocacy.