Marriott International, a global leader in hospitality, understands the importance of effective communication with its guests and members. Whether you have a compliment about an exceptional stay, a concern about a recent experience, a question about your Bonvoy account, or simply need information about a specific hotel, Marriott offers various channels to ensure your message reaches the right ears.
Ready to connect with Marriott? Let's dive into the various ways you can send a message and get the assistance you need!
Step 1: Identify the Nature of Your Message
Before you even think about which channel to use, it's crucial to determine the nature of your message. This will help you choose the most efficient and effective way to reach Marriott.
Sub-heading: Why This Matters
Speed of Resolution: Urgent issues often require different contact methods than general inquiries.
Targeted Assistance: Knowing the category of your message helps Marriott route it to the correct department, leading to a faster and more accurate response.
Information Gathering: The type of message will dictate what information you need to have ready (e.g., reservation number, dates of stay, Bonvoy member number).
Step 2: Explore Marriott's Digital Communication Channels
Marriott offers a robust suite of digital tools for guest communication, often providing the quickest and most convenient ways to send a message.
Sub-heading: The Official Marriott Website (Contact Us Form)
The Marriott website is your go-to for many types of inquiries, especially for submitting formal feedback.
Navigate to the Contact Us Page:
Open your web browser and go to the official Marriott website (marriott.com).
Look for a "Contact Us" or "Help" link, usually found in the footer of the page.
Pro Tip: If you're a Marriott Bonvoy® Member, sign in to your account first! This will often pre-populate essential information, saving you time.
Select Your Topic:
Marriott's Contact Us form typically presents a list of topics. Choose the one that best fits your message. Common options include:
Compliment/Concerns About a Stay: Use this for any feedback regarding a past or future stay, including issues with billing, lost items, or staff feedback.
Note: Even if your feedback is for a specific group, meeting, or event, select "Compliment/Concerns About a Stay."
Marriott Bonvoy Account Assistance: For issues related to your loyalty account, such as combining accounts, benefits delivery, earning points, or redemption.
Copy of Hotel Bill: To request a copy of your folio/bill from a recent stay.
Request Credit for Missing Stay: If a stay hasn't been credited to your account (requires you to be signed in).
Hotel Information (Service, Amenities): For questions about a specific hotel that you couldn't find on their website.
Website Support: To report technical errors, broken links, or other website issues.
Provide Necessary Details:
The form will guide you to enter relevant information based on your selected topic. This may include:
Hotel/Property Name: Start typing the hotel name, city, or country, and a list will populate.
Check-in and Check-out Dates: Essential for stay-related feedback.
Comments Box: This is where you detail your experience or query. Be as clear, concise, and specific as possible. Include dates, names (if applicable), and any relevant reservation numbers.
Contact Information: Ensure your contact details are accurate so Marriott can respond to you.
Submit Your Message:
Review all the information you've entered and click the "SUBMIT" button.
You will usually receive a confirmation that your message has been sent, and often an estimated response time.
Sub-heading: The Marriott Bonvoy® Mobile App
The Marriott Bonvoy app is a powerful tool for managing your stays and communicating with hotels.
Download and Log In:
If you haven't already, download the Marriott Bonvoy® App from your device's app store.
Log in with your Marriott Bonvoy® account credentials.
Utilize the "Chat With Your Hotel" Feature:
For current or upcoming stays, the app often allows you to directly chat with the hotel you're staying at.
Navigate to your reservation within the app.
Look for a "Chat with your Hotel" or "Mobile Chat" option.
This is ideal for immediate requests during your stay, such as asking for extra towels, local recommendations, or inquiring about amenities.
Explore Other In-App Features:
While not direct messaging, the app also allows you to:
Manage Your Account: Check points, view stay history, and update personal details.
Mobile Requests: At participating properties, you can select from a list of common requests (e.g., toiletries, extra pillows).
Step 3: Direct Communication with the Hotel
Sometimes, the most straightforward approach is to contact the specific hotel directly. This is especially true for property-specific inquiries or issues.
Sub-heading: Finding Hotel Contact Information
Marriott Website:
Go to marriott.com and use the "Find a Hotel" search bar.
Enter the hotel's name or location.
Once you find the hotel's page, look for the "Contact" section, which typically includes the phone number and sometimes an email address.
Confirmation Email:
If you have an existing reservation, your confirmation email will almost always contain the direct phone number and sometimes the email address for that specific hotel.
Google Search:
A quick Google search for "[Hotel Name] Marriott contact number" or "[Hotel Name] Marriott email" can often yield results.
Sub-heading: When to Contact Directly
Specific Room Requests: "Can I request a room on a higher floor?"
Pre-Arrival Questions: "What are your pool hours?" or "Do you have shuttle service from the airport?"
Lost and Found: If you left an item behind.
Immediate Assistance During Your Stay: If you're physically at the hotel and need quick help that isn't easily handled through the app.
Step 4: Leverage Phone Support
For urgent matters, complex issues, or if you prefer speaking to a representative, phone support is often the best route.
Sub-heading: Marriott's Customer Service Numbers
General Reservations & Customer Service:
In the US/Canada: +1 (888) 236-2427 or +1 (800) 535-4028.
India: 1800 258 2555 (for reservations).
Marriott has worldwide reservation numbers available on their website for specific countries/regions. Check the "Worldwide Hotel Telephone Reservations" section on marriott.com's help pages.
Marriott Bonvoy® Loyalty Program Assistance:
In the US/Canada: +1 (801) 468-4000.
Sub-heading: Tips for Calling
Have Information Ready: Your Marriott Bonvoy® number, reservation confirmation, dates of stay, and a clear description of your issue will expedite the process.
Be Patient: During peak hours (holidays, weekends), wait times may be longer.
Be Polite and Clear: A calm and clear explanation of your situation will help the representative assist you effectively.
Step 5: Consider Social Media and Other Avenues
For less urgent inquiries or to share general feedback, social media and other platforms can be effective.
Sub-heading: Social Media
Marriott maintains active presences on various social media platforms, including:
X (formerly Twitter): Look for their official accounts like @MarriottIntl. Many companies monitor direct messages and mentions for customer service.
Facebook: Marriott often has a presence on Facebook, sometimes with a "Send Message" option.
Instagram: While primarily visual, some brands engage with comments or direct messages.
Sub-heading: When to Use Social Media
General Inquiries: "Does this hotel have a spa?" (though direct website search is faster for this).
Sharing Positive Experiences: Many guests like to share compliments publicly.
Escalating an Issue: If you've tried other methods without success, a public tweet or message might get attention (though it's generally better to try private channels first).
Important Note: Avoid sharing sensitive personal information (like your full credit card number or Bonvoy password) on public social media posts. Use direct messages for private details.
Sub-heading: Email (Less Common for Direct Guest Inquiries)
While Marriott does have email addresses for specific departments (e.g., investor relations, media inquiries), direct customer service email addresses for general guest inquiries are often channeled through their "Contact Us" webform. However, for some specific issues or for a written record, you might encounter an email address in certain contexts.
customer.care.resolution@marriott.com: This email address has been mentioned as a general customer care contact. Response times can vary (24-48 hours, or longer during peak times).
Step 6: Follow Up and Document Your Communication
Regardless of the method you choose, it's wise to keep a record of your communication.
Sub-heading: Best Practices for Follow-Up
Note Down Details:
Date and Time of your message/call.
Channel Used (e.g., website form, app chat, phone call).
Name of the Representative you spoke with (if applicable).
Reference Numbers: Any case or ticket numbers provided.
Summary of the Conversation/Message: What was discussed, what was promised, and what action items were agreed upon.
Save Screenshots: If using a digital platform, take screenshots of your messages or confirmation screens.
Be Patient but Persistent: Allow reasonable time for Marriott to respond, especially for email or webform inquiries. If you don't hear back within the stated timeframe, follow up politely, referencing your previous communication.
By following these steps, you'll be well-equipped to effectively send a message to Marriott, ensuring your inquiries, feedback, or concerns are addressed efficiently.
10 Related FAQ Questions
How to send a compliment to Marriott?
You can send a compliment to Marriott through their official "Contact Us" form on the Marriott website. Select "Compliment/Concerns About a Stay" as your topic and then choose "Compliment." You can also share positive feedback directly with the hotel staff during your stay or via social media.
How to send a complaint to Marriott?
To send a complaint, use the "Contact Us" form on the Marriott website. Select "Compliment/Concerns About a Stay" as your topic, then choose "Concern." Provide detailed information about your issue, including hotel name, dates of stay, and what occurred. You can also call their customer service line for more urgent or complex complaints.
How to contact a specific Marriott hotel directly?
The best way to contact a specific Marriott hotel directly is to visit their individual hotel page on the Marriott website. The "Contact" section will usually list their direct phone number and sometimes an email address. Alternatively, check your reservation confirmation email, which almost always includes the hotel's direct contact details.
How to use the Marriott Bonvoy App to message a hotel?
Download and log in to the Marriott Bonvoy App. If you have an active reservation, navigate to your trip details and look for a "Chat with your Hotel" or "Mobile Chat" option. This feature allows you to send messages directly to the hotel for real-time assistance during your stay.
How to get a copy of a past Marriott hotel bill?
You can request a copy of a past Marriott hotel bill (folio) by using the "Contact Us" form on the Marriott website. Select "Copy of Hotel Bill" as your topic and provide the necessary details, such as the hotel name and dates of your stay.
How to add a missing stay credit to my Marriott Bonvoy account?
To request credit for a missing stay, log into your Marriott Bonvoy® account on the Marriott website and go to the "Contact Us" page. Select "Request Credit for Missing Stay" as your topic. You will need to provide details of the stay that was not credited.
How to find Marriott's customer service phone number for my region?
Visit the official Marriott website and look for the "Help" or "Contact Us" section, then navigate to "Worldwide Hotel Telephone Reservations." This page provides a comprehensive list of reservation and customer service phone numbers for various countries and regions.
How to provide feedback about the Marriott website or app?
For feedback or issues related to the Marriott website or mobile app, use the "Contact Us" form on the Marriott website and select "Website Support" as your topic. Detail the technical error, broken link, or other issue you encountered.
How to use social media to contact Marriott customer service?
You can message Marriott's official social media accounts on platforms like X (formerly Twitter) or Facebook. Look for their verified accounts (e.g., @MarriottIntl on X). You can send a direct message for private inquiries or post a public message for general feedback, but avoid sharing sensitive personal information publicly.
How to escalate a complaint if I'm not satisfied with the initial response from Marriott?
If you're not satisfied with the initial response, you can typically reply to the email or call back, referencing your previous case number. Clearly state that you wish to escalate the issue. For persistent issues, some guests resort to public social media posts to gain attention, or in extreme cases, review platforms, though direct communication channels are always recommended first.
