Marriott International: refund request

Collect

• confirmation number
• Rate Details showing the cancellation deadline
• cancellation confirmation
• card statement

Steps

1. Open the reservation (My Trips, or Look Up Reservation with confirmation number, last name and check-in date) and read the deadline in Rate Details. The deadline is in the hotel's local time.

2. If you booked through a third-party site, cancel and ask for the refund through that site.

3. If you were charged after cancelling on time, or a waiver was promised, call Customer Care and get a case reference.

   PhoneMarriott International Customer Care (US and Canada) +1-800-535-4028

4. Put the request in writing through the Contact Us form and attach the cancellation confirmation.

   FormContact Us form (topic "Compliment/Concerns About a Stay", "Copy of A Hotel Bill")

5. If Marriott does not refund money it owes, dispute the charge with your card issuer.

More contacts for this issue

Facts you can cite

• Policy

  Marriott says you must cancel before the deadline in your Rate Details, which is based on the hotel's local time, to avoid penalties.

  Source: support.marriott.com, verified 2026-10-12

• Policy

  For rates that need a deposit or prepayment, Marriott charges it to the card given at booking; for rates that allow cancellation, you may be charged if you do not cancel in time.

  Source: marriott.com, verified 2026-10-12

• Policy

  Changing dates or room type after booking can give the reservation a new cancellation policy or a different room rate.

  Source: support.marriott.com, verified 2026-10-12

• Policy

  Reservations made through a third-party site may need to be cancelled through that site.

  Source: support.marriott.com, verified 2026-10-12

• 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

  1 citable point

  • 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

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneMarriott International Customer Care (US and Canada) +1-800-535-4028

   Front desk first while you are at the hotel; Marriott recommends this for the fastest help.

2. Written complaint

   FormContact Us form (topic "Compliment/Concerns About a Stay", "Copy of A Hotel Bill")

3. 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)

4. 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).

5. Arbitration

   Marriott.com Terms of Use require individual AAA arbitration in Bethesda, Maryland, for disputes about the sites.

Watch out

Related

• Refund request at other companies
• Hotels and vacation rentals — how complaints work
• Marriott International: billing error
• Marriott International: deposit not returned