Marriott International: billing error
Get a copy of the folio, then dispute the wrong charge with the hotel and Marriott Customer Care.
What does this mean?
Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.
Collect
- hotel folio
- confirmation number
- card statement
- rate quoted at booking
Steps
Download the folio from My Trips, or ask for a copy of the hotel bill through the Contact Us form (topic "Copy of A Hotel Bill").
Ask the hotel to correct the charge. If it does not, call Customer Care with the folio and the correct amount.
Send the dispute in writing through the Contact Us form and keep the reference.
If the charge is on a Marriott Bonvoy co-branded credit card, the card issuer handles account billing; dispute it with the issuer.
More contacts for this issue
Facts you can cite
- Policy
Marriott.com Terms of Use send disputes about the sites to binding individual arbitration before the American Arbitration Association in Bethesda, Maryland, with a class action waiver, and require claims to be started within one (1) year.
Source: marriott.com, verified 2026-10-12
Rules in force
- FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)16 CFR part 464 (90 FR 2066, January 10, 2025)
Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.
Source: ecfr.gov, verified 2026-10-12
6 citable points
- Policy
The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.
Source: ecfr.gov, verified 2026-10-12
- Policy
"Total price" means the maximum total of all fees or charges a consumer must pay. Government charges, shipping charges and fees for optional ancillary goods or services may be excluded.
Source: ecfr.gov, verified 2026-10-12
- Policy
A business that offers, displays or advertises a price for a covered good or service must disclose the total price more prominently than any other pricing information.
Source: ecfr.gov, verified 2026-10-12
- Policy
Before the consumer consents to pay, the business must clearly disclose the nature, purpose and amount of any fee excluded from the total price, and the final amount of payment.
Source: ecfr.gov, verified 2026-10-12
- Policy
A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.
Source: ecfr.gov, verified 2026-10-12
- Policy
The FTC's compliance guide says the rule applies to any business that offers, displays or advertises live-event tickets or short-term lodging, including third-party platforms, resellers and travel agents.
Source: ftc.gov, verified 2026-10-12
- Policy
- Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements15 U.S.C. 8401-8405
A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.
Source: law.cornell.edu, verified 2026-10-12
1 citable point
- Policy
The seller must obtain "a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account".
Source: law.cornell.edu, verified 2026-10-12
- Policy
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Front desk first while you are at the hotel; Marriott recommends this for the fastest help.
Written complaint
Card or bank dispute
Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Arbitration
Marriott.com Terms of Use require individual AAA arbitration in Bethesda, Maryland, for disputes about the sites.
Watch out
- Account-related Contact Us topics appear only after sign-in to Marriott Bonvoy.
- support.marriott.com articles load with JavaScript and may not render for automated fetches.
- Homes & Villas by Marriott Bonvoy stays are serviced by the property management company on the confirmation, not by hotel customer care.
Let your AI agent handle this
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1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
Marriott International charged me [amount] on [date] for something I did not order. Use Escalate Anything to get it corrected.Source code, other install options and the Claude Code plugin