{"id":"marriott","page":"https://escalate.alexgaoth.com/#/c/marriott","html":"https://escalate.alexgaoth.com/c/marriott/","generated":"2026-10-15","company":{"id":"marriott","name":"Marriott International","aliases":["marriott","marriott bonvoy","marriott hotels","ritz-carlton","sheraton","westin","courtyard by marriott"],"sector":"lodging","website":"https://www.marriott.com","account_url":"https://www.marriott.com/reservation/lookupReservation.mi","regulators":["ftc"],"notes":"Marriott asks guests to raise problems with the front desk during the stay; after the stay, the Contact Us form routes concerns by topic and hotel. Homes & Villas by Marriott Bonvoy rentals are handled by the property management company named on the confirmation, under separate terms.","channels":[{"id":"customer-care-phone","type":"phone","label":"Marriott International Customer Care (US and Canada)","value":"+1-800-535-4028","hours":"24/7","purposes":["billing_error","poor_service","refund_request","reservation_problem"],"notes":"Support article says the Customer Care Team is available 24 hours a day, 7 days a week, for members in the US and Canada.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"},{"id":"bonvoy-phone","type":"phone","label":"Marriott Bonvoy loyalty customer service (US and Canada)","value":"+1-800-627-7468","purposes":["account_access"],"source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"},{"id":"reservations-phone","type":"phone","label":"Marriott hotel reservations (US and Canada)","value":"+1-888-236-2427","purposes":["reservation_problem"],"notes":"Brand-specific reservation lines (Ritz-Carlton, St. Regis, W, JW Marriott and others) are on the same page.","source":"https://www.marriott.com/help/global-phone-reservation-numbers.mi","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Contact Us form (topic \"Compliment/Concerns About a Stay\", \"Copy of A Hotel Bill\")","value":"https://www.marriott.com/marriott/contact.mi","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"access":"open","notes":"Non-members can use the form; members should sign in first so the form fills in and account topics appear. For a past stay choose \"Compliment/Concerns About a Stay\", then Concern and a sub-topic, the hotel, and the dates.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"},{"id":"guest-services-mail","type":"mail","label":"Marriott International guest services mailing address (US and Canada)","value":"Marriott International, 1818 N. 90th St., Omaha, NE 68114, USA","purposes":["poor_service","billing_error","refund_request"],"notes":"Listed under \"Write or Fax Us\" for the United States and Canada.","source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"},{"id":"bonvoy-program-email","type":"email","label":"Marriott Bonvoy program feedback (associates not located at a hotel)","value":"Bonvoy.Program@marriott.com","purposes":["poor_service"],"notes":"Marriott says this address is for feedback about Marriott associates who are not located within a hotel property. Use the Contact Us form for hotel stays.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Marriott help center","value":"https://support.marriott.com/s/","access":"open","source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-care-phone","note":"Front desk first while you are at the hotel; Marriott recommends this for the fastest help."},{"rung":"written_complaint","channel":"contact-form"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"Marriott.com Terms of Use require individual AAA arbitration in Bethesda, Maryland, for disputes about the sites."}],"playbooks":[{"issue":"refund_request","summary":"Check the rate's cancellation deadline, cancel before it, then ask Customer Care in writing for any charge you think is wrong.","evidence":["confirmation number","Rate Details showing the cancellation deadline","cancellation confirmation","card statement"],"steps":[{"do":"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."},{"do":"If you booked through a third-party site, cancel and ask for the refund through that site."},{"do":"If you were charged after cancelling on time, or a waiver was promised, call Customer Care and get a case reference.","channel":"customer-care-phone"},{"do":"Put the request in writing through the Contact Us form and attach the cancellation confirmation.","channel":"contact-form"},{"do":"If Marriott does not refund money it owes, dispute the charge with your card issuer."}],"facts":[{"kind":"policy","claim":"Marriott says you must cancel before the deadline in your Rate Details, which is based on the hotel's local time, to avoid penalties.","issues":["refund_request"],"source":"https://support.marriott.com/s/article/find-marriott-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["refund_request"],"source":"https://www.marriott.com/reservation/creditCardInfoText.mi","last_verified":"2026-10-12"},{"kind":"policy","claim":"Changing dates or room type after booking can give the reservation a new cancellation policy or a different room rate.","issues":["refund_request","reservation_problem"],"source":"https://support.marriott.com/s/article/find-marriott-cancellation-policy","last_verified":"2026-10-12"}]},{"issue":"billing_error","summary":"Get a copy of the folio, then dispute the wrong charge with the hotel and Marriott Customer Care.","evidence":["hotel folio","confirmation number","card statement","rate quoted at booking"],"steps":[{"do":"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\").","channel":"contact-form"},{"do":"Ask the hotel to correct the charge. If it does not, call Customer Care with the folio and the correct amount.","channel":"customer-care-phone"},{"do":"Send the dispute in writing through the Contact Us form and keep the reference.","channel":"contact-form"},{"do":"If the charge is on a Marriott Bonvoy co-branded credit card, the card issuer handles account billing; dispute it with the issuer."}]},{"issue":"deposit_refund","summary":"The hotel releases the incidental hold at checkout; the bank controls when the money shows again.","evidence":["final folio showing no incidental charges","checkout date","card statement showing the hold"],"steps":[{"do":"Check the final folio for posted incidental charges."},{"do":"Wait the bank's release time. If the hold is still there after that, ask the front desk to confirm it released the authorization, then contact your card issuer."},{"do":"If the hotel turned the hold into a charge you dispute, use the billing_error steps.","channel":"customer-care-phone"}],"facts":[{"kind":"deadline","claim":"Marriott says the hotel releases the incidental hold at checkout; most banks release holds within 3 to 7 business days, and holds on cards from international banks can take up to 30 days.","issues":["deposit_refund"],"source":"https://support.marriott.com/s/article/what-is-incidental-hold","last_verified":"2026-10-12"}]}],"facts":[{"kind":"policy","claim":"Reservations made through a third-party site may need to be cancelled through that site.","issues":["refund_request"],"source":"https://support.marriott.com/s/article/find-marriott-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.marriott.com/about/terms-of-use-modal.mi","last_verified":"2026-10-12"}],"tips":[{"kind":"official","text":"If you are still at the hotel, speak to the Front Desk first; Marriott says this gives the most immediate assistance.","issues":["poor_service","reservation_problem"],"source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}],"known_blockers":["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."],"official_domains":["marriott.com"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC published a robocall recording that claims to be \"an exclusive announcement from Marriott Hotels\" and says your number was preselected for a complimentary stay in a five-star hotel.","source":"https://www.ftc.gov/media/85095","last_verified":"2026-10-12"}]}},"playbooks":{"refund_request":{"company":{"id":"marriott","name":"Marriott International","sector":"lodging","website":"https://www.marriott.com","account_url":"https://www.marriott.com/reservation/lookupReservation.mi"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Check the rate's cancellation deadline, cancel before it, then ask Customer Care in writing for any charge you think is wrong.","evidence":["confirmation number","Rate Details showing the cancellation deadline","cancellation confirmation","card statement"],"steps":[{"do":"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."},{"do":"If you booked through a third-party site, cancel and ask for the refund through that site."},{"do":"If you were charged after cancelling on time, or a waiver was promised, call Customer Care and get a case reference.","channel":{"id":"customer-care-phone","type":"phone","label":"Marriott International Customer Care (US and Canada)","value":"+1-800-535-4028","hours":"24/7","purposes":["billing_error","poor_service","refund_request","reservation_problem"],"notes":"Support article says the Customer Care Team is available 24 hours a day, 7 days a week, for members in the US and Canada.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}},{"do":"Put the request in writing through the Contact Us form and attach the cancellation confirmation.","channel":{"id":"contact-form","type":"web_form","label":"Contact Us form (topic \"Compliment/Concerns About a Stay\", \"Copy of A Hotel Bill\")","value":"https://www.marriott.com/marriott/contact.mi","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"access":"open","notes":"Non-members can use the form; members should sign in first so the form fills in and account topics appear. For a past stay choose \"Compliment/Concerns About a Stay\", then Concern and a sub-topic, the hotel, and the dates.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}},{"do":"If Marriott does not refund money it owes, dispute the charge with your card issuer."}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Marriott International Customer Care (US and Canada)","value":"+1-800-535-4028","hours":"24/7","purposes":["billing_error","poor_service","refund_request","reservation_problem"],"notes":"Support article says the Customer Care Team is available 24 hours a day, 7 days a week, for members in the US and Canada.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Contact Us form (topic \"Compliment/Concerns About a Stay\", \"Copy of A Hotel Bill\")","value":"https://www.marriott.com/marriott/contact.mi","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"access":"open","notes":"Non-members can use the form; members should sign in first so the form fills in and account topics appear. For a past stay choose \"Compliment/Concerns About a Stay\", then Concern and a sub-topic, the hotel, and the dates.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"},{"id":"guest-services-mail","type":"mail","label":"Marriott International guest services mailing address (US and Canada)","value":"Marriott International, 1818 N. 90th St., Omaha, NE 68114, USA","purposes":["poor_service","billing_error","refund_request"],"notes":"Listed under \"Write or Fax Us\" for the United States and Canada.","source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Marriott help center","value":"https://support.marriott.com/s/","access":"open","source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Marriott says you must cancel before the deadline in your Rate Details, which is based on the hotel's local time, to avoid penalties.","issues":["refund_request"],"source":"https://support.marriott.com/s/article/find-marriott-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["refund_request"],"source":"https://www.marriott.com/reservation/creditCardInfoText.mi","last_verified":"2026-10-12"},{"kind":"policy","claim":"Changing dates or room type after booking can give the reservation a new cancellation policy or a different room rate.","issues":["refund_request","reservation_problem"],"source":"https://support.marriott.com/s/article/find-marriott-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"Reservations made through a third-party site may need to be cancelled through that site.","issues":["refund_request"],"source":"https://support.marriott.com/s/article/find-marriott-cancellation-policy","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.marriott.com/about/terms-of-use-modal.mi","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"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.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Front desk first while you are at the hotel; Marriott recommends this for the fastest help.","channel":{"id":"customer-care-phone","type":"phone","label":"Marriott International Customer Care (US and Canada)","value":"+1-800-535-4028","hours":"24/7","purposes":["billing_error","poor_service","refund_request","reservation_problem"],"notes":"Support article says the Customer Care Team is available 24 hours a day, 7 days a week, for members in the US and Canada.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Contact Us form (topic \"Compliment/Concerns About a Stay\", \"Copy of A Hotel Bill\")","value":"https://www.marriott.com/marriott/contact.mi","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"access":"open","notes":"Non-members can use the form; members should sign in first so the form fills in and account topics appear. For a past stay choose \"Compliment/Concerns About a Stay\", then Concern and a sub-topic, the hotel, and the dates.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Marriott.com Terms of Use require individual AAA arbitration in Bethesda, Maryland, for disputes about the sites."}],"known_blockers":["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."],"security":{"official_domains":["marriott.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC published a robocall recording that claims to be \"an exclusive announcement from Marriott Hotels\" and says your number was preselected for a complimentary stay in a five-star hotel.","source":"https://www.ftc.gov/media/85095","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Marriott asks guests to raise problems with the front desk during the stay; after the stay, the Contact Us form routes concerns by topic and hotel. Homes & Villas by Marriott Bonvoy rentals are handled by the property management company named on the confirmation, under separate terms.","warnings":[]},"billing_error":{"company":{"id":"marriott","name":"Marriott International","sector":"lodging","website":"https://www.marriott.com","account_url":"https://www.marriott.com/reservation/lookupReservation.mi"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Get a copy of the folio, then dispute the wrong charge with the hotel and Marriott Customer Care.","evidence":["hotel folio","confirmation number","card statement","rate quoted at booking"],"steps":[{"do":"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\").","channel":{"id":"contact-form","type":"web_form","label":"Contact Us form (topic \"Compliment/Concerns About a Stay\", \"Copy of A Hotel Bill\")","value":"https://www.marriott.com/marriott/contact.mi","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"access":"open","notes":"Non-members can use the form; members should sign in first so the form fills in and account topics appear. For a past stay choose \"Compliment/Concerns About a Stay\", then Concern and a sub-topic, the hotel, and the dates.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}},{"do":"Ask the hotel to correct the charge. If it does not, call Customer Care with the folio and the correct amount.","channel":{"id":"customer-care-phone","type":"phone","label":"Marriott International Customer Care (US and Canada)","value":"+1-800-535-4028","hours":"24/7","purposes":["billing_error","poor_service","refund_request","reservation_problem"],"notes":"Support article says the Customer Care Team is available 24 hours a day, 7 days a week, for members in the US and Canada.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}},{"do":"Send the dispute in writing through the Contact Us form and keep the reference.","channel":{"id":"contact-form","type":"web_form","label":"Contact Us form (topic \"Compliment/Concerns About a Stay\", \"Copy of A Hotel Bill\")","value":"https://www.marriott.com/marriott/contact.mi","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"access":"open","notes":"Non-members can use the form; members should sign in first so the form fills in and account topics appear. For a past stay choose \"Compliment/Concerns About a Stay\", then Concern and a sub-topic, the hotel, and the dates.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}},{"do":"If the charge is on a Marriott Bonvoy co-branded credit card, the card issuer handles account billing; dispute it with the issuer."}],"channels":[{"id":"customer-care-phone","type":"phone","label":"Marriott International Customer Care (US and Canada)","value":"+1-800-535-4028","hours":"24/7","purposes":["billing_error","poor_service","refund_request","reservation_problem"],"notes":"Support article says the Customer Care Team is available 24 hours a day, 7 days a week, for members in the US and Canada.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"},{"id":"contact-form","type":"web_form","label":"Contact Us form (topic \"Compliment/Concerns About a Stay\", \"Copy of A Hotel Bill\")","value":"https://www.marriott.com/marriott/contact.mi","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"access":"open","notes":"Non-members can use the form; members should sign in first so the form fills in and account topics appear. For a past stay choose \"Compliment/Concerns About a Stay\", then Concern and a sub-topic, the hotel, and the dates.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"},{"id":"guest-services-mail","type":"mail","label":"Marriott International guest services mailing address (US and Canada)","value":"Marriott International, 1818 N. 90th St., Omaha, NE 68114, USA","purposes":["poor_service","billing_error","refund_request"],"notes":"Listed under \"Write or Fax Us\" for the United States and Canada.","source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"},{"id":"help-center","type":"portal","label":"Marriott help center","value":"https://support.marriott.com/s/","access":"open","source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"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":"https://www.marriott.com/about/terms-of-use-modal.mi","last_verified":"2026-10-12"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points":[{"kind":"policy","claim":"The rule covers live-event tickets and short-term lodging, including temporary sleeping accommodations at a hotel, motel or inn.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"\"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.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.1","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","reservation_problem"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.2","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"},{"kind":"policy","claim":"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.","issues":["billing_error","reservation_problem"],"source":"https://www.ftc.gov/business-guidance/resources/rule-unfair-or-deceptive-fees-frequently-asked-questions","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"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\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Front desk first while you are at the hotel; Marriott recommends this for the fastest help.","channel":{"id":"customer-care-phone","type":"phone","label":"Marriott International Customer Care (US and Canada)","value":"+1-800-535-4028","hours":"24/7","purposes":["billing_error","poor_service","refund_request","reservation_problem"],"notes":"Support article says the Customer Care Team is available 24 hours a day, 7 days a week, for members in the US and Canada.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Contact Us form (topic \"Compliment/Concerns About a Stay\", \"Copy of A Hotel Bill\")","value":"https://www.marriott.com/marriott/contact.mi","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"access":"open","notes":"Non-members can use the form; members should sign in first so the form fills in and account topics appear. For a past stay choose \"Compliment/Concerns About a Stay\", then Concern and a sub-topic, the hotel, and the dates.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Marriott.com Terms of Use require individual AAA arbitration in Bethesda, Maryland, for disputes about the sites."}],"known_blockers":["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."],"security":{"official_domains":["marriott.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC published a robocall recording that claims to be \"an exclusive announcement from Marriott Hotels\" and says your number was preselected for a complimentary stay in a five-star hotel.","source":"https://www.ftc.gov/media/85095","last_verified":"2026-10-12"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":15},"verified_from":{"page":15},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 15 sources are the organization's own pages or government sites.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Marriott asks guests to raise problems with the front desk during the stay; after the stay, the Contact Us form routes concerns by topic and hotel. Homes & Villas by Marriott Bonvoy rentals are handled by the property management company named on the confirmation, under separate terms.","warnings":[]},"deposit_refund":{"company":{"id":"marriott","name":"Marriott International","sector":"lodging","website":"https://www.marriott.com","account_url":"https://www.marriott.com/reservation/lookupReservation.mi"},"issue":{"id":"deposit_refund","name":"Deposit not returned"},"playbook_source":"company","summary":"The hotel releases the incidental hold at checkout; the bank controls when the money shows again.","evidence":["final folio showing no incidental charges","checkout date","card statement showing the hold"],"steps":[{"do":"Check the final folio for posted incidental charges."},{"do":"Wait the bank's release time. If the hold is still there after that, ask the front desk to confirm it released the authorization, then contact your card issuer."},{"do":"If the hotel turned the hold into a charge you dispute, use the billing_error steps.","channel":{"id":"customer-care-phone","type":"phone","label":"Marriott International Customer Care (US and Canada)","value":"+1-800-535-4028","hours":"24/7","purposes":["billing_error","poor_service","refund_request","reservation_problem"],"notes":"Support article says the Customer Care Team is available 24 hours a day, 7 days a week, for members in the US and Canada.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}}],"channels":[{"id":"help-center","type":"portal","label":"Marriott help center","value":"https://support.marriott.com/s/","access":"open","source":"https://www.marriott.com/help/loyalty-customer-support.mi","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"Marriott says the hotel releases the incidental hold at checkout; most banks release holds within 3 to 7 business days, and holds on cards from international banks can take up to 30 days.","issues":["deposit_refund"],"source":"https://support.marriott.com/s/article/what-is-incidental-hold","last_verified":"2026-10-12"},{"kind":"policy","claim":"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":"https://www.marriott.com/about/terms-of-use-modal.mi","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"Front desk first while you are at the hotel; Marriott recommends this for the fastest help.","channel":{"id":"customer-care-phone","type":"phone","label":"Marriott International Customer Care (US and Canada)","value":"+1-800-535-4028","hours":"24/7","purposes":["billing_error","poor_service","refund_request","reservation_problem"],"notes":"Support article says the Customer Care Team is available 24 hours a day, 7 days a week, for members in the US and Canada.","source":"https://support.marriott.com/s/article/how-to-email-marriott","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Contact Us form (topic \"Compliment/Concerns About a Stay\", \"Copy of A Hotel Bill\")","value":"https://www.marriott.com/marriott/contact.mi","purposes":["poor_service","billing_error","refund_request","reservation_problem"],"access":"open","notes":"Non-members can use the form; members should sign in first so the form fills in and account topics appear. 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