Marriott Bonvoy
Marriott Bonvoy is the travel loyalty program of Marriott International, Inc., a publicly traded hospitality company.
What you need to know about Marriott Bonvoy
We receive few complaints about Marriott Bonvoy. This customer lost 80,000 points due to account inactivity, and the company was slow to refund the points after the hotel room he rented was deemed uninhabitable.
- Marriott Bonvoy’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Marriott Bonvoy with our insider guide or through its executive contacts.
- Here are our frequently asked questions about Marriott Bonvoy.
How to resolve a problem with Marriott Bonvoy
Try self-service first
Use our proven resolution methods, or Marriott Bonvoy’s self-service links below.
Contact an executive
Start with the primary contact below, then escalate step by step if needed.
Get free advocacy help
Contact Elliott Advocacy for free mediation of unresolved complaints.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.
How fast does Marriott Bonvoy respond?
Phone support
Usually 1 to 30 minutes (estimated).Availability: Phone support is available 24 hours a day, seven days a week.Call (800) 627-7468.
Email support
Marriott Bonvoy provides both a direct customer service email address and an online contact form on its website.
Email customer.care@marriott.com.
Email customer.care@marriott.com.
Live chat
Usually 1 to 4 hours (estimated). Availability: 24/7.
Social media
Marriott Bonvoy is active on social media platforms such as Facebook, X, Instagram, LinkedIn, TikTok, and YouTube. Response times can range from a few hours to several days depending on the platform and the nature of the inquiry.
Access Marriott Bonvoy's social media here.
Access Marriott Bonvoy's social media here.
Help center/FAQ
Marriott Bonvoy’s help center/FAQ provides quick answers to common questions regarding reservations, account management, Marriott Bonvoy points, cancellations, and property-specific questions.
Verified contacts
Marriott Bonvoy customer service executives
Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →
Primary
VP, Customer Engagement Center Workforce Optimization and Performance Management
Marriott Bonvoy self-service links
Visit the website or app, click “Join” and complete the registration form with your personal details.
Marriott Bonvoy customer service policies
Marriott International's global privacy statement describes how the company collects, uses, stores, and shares personal data for reservations, loyalty program participation, and marketing purposes. It covers data retention timelines, cookie use, and the rights of residents in certain jurisdictions, including rights to access, correct, or delete personal data. A separate U.S. Consumer Privacy Statement addresses California and Colorado residents specifically.
Marriott Bonvoy loyalty program
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What you need to know about Marriott Bonvoy
We receive few complaints about Marriott Bonvoy. This customer lost 80,000 points due to account inactivity, and the company was slow to refund the points after the hotel room he rented was deemed uninhabitable.
- Marriott Bonvoy’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with Marriott Bonvoy with our insider guide or through its executive contacts.
- Here are our
Frequently asked questions about Marriott Bonvoy
Marriott Bonvoy is the loyalty program of the Marriott hotel group.
Call (800) 627-7468 or email bonvoy.program@marriott.com.
Yes, Marriott Bonvoy has an online chat service.
Marriott Bonvoy points expire after 24 months of account inactivity. Qualifying activity — including a hotel stay, points purchase, or certain partner transactions — resets the clock. Members who lose points to expiration may petition Marriott for reinstatement, but reinstatement is not guaranteed. To check your point balance and expiration date, log into your Marriott Bonvoy account or call Marriott Bonvoy at (800) 627-7468.
If your points have not appeared within a few days of checkout, submit a missing stay claim through the missing stay request form on the Marriott Bonvoy website. You will need your reservation confirmation number and stay dates. Marriott typically reviews claims within a few weeks. If the online form does not resolve the issue, call Marriott Bonvoy at (800) 627-7468.
If a property or Marriott cancels a confirmed reservation, contact Marriott Bonvoy at (800) 627-7468 as soon as possible and ask the agent to locate alternative accommodations within the Marriott portfolio. If the cancellation was within a short window of your arrival, request that Marriott cover the cost difference for a comparable property and any incidental costs such as transportation. If you are not satisfied with the resolution, you may escalate to the executive contacts listed on this page.
Points redemption issues can sometimes occur due to availability restrictions, account settings, or system errors. First, confirm that your account has sufficient points and that the property accepts point bookings for your dates. If the issue persists, call Marriott Bonvoy at (800) 627-7468 or use the live chat feature at help.marriott.com to request assistance with completing the booking.
If a front-line agent is unable to assist, ask to speak with a supervisor or Customer Engagement Center manager. If the issue is still unresolved, you may contact the executive customer service contacts listed on this page, starting with the VP, Customer Engagement Center. You can also submit a complaint in writing to Marriott International, 7750 Wisconsin Ave., Bethesda, MD 20814, or seek assistance through Elliott.org's advocacy team.
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