Marriott Bonvoy is the travel loyalty program of Marriott International, Inc., a publicly traded hospitality company.
Marriott Bonvoy Responsiveness rating
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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 customer service response times
| Phone support (800) 627-7468 | Response times: Usually 1 to 30 minutes (estimated). Availability: Phone support is available 24 hours a day, seven days a week. |
| Email support customer.care@marriott.com | Marriott Bonvoy provides both a direct customer service email address and an online contact form on its website. |
| Live chat | Response times: 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. |
| 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. |
How to resolve a problem with Marriott Bonvoy
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.Marriott Bonvoy mailing address
7750 Wisconsin Avenue
Bethesda, MD 20814
Marriott Bonvoy loyalty program
Marriott Bonvoy is itself Marriott International’s loyalty program. Members earn points on qualifying hotel stays and through co-branded credit cards, which can be redeemed for free nights, room upgrades, flights, and experiences through Marriott Bonvoy Moments.
Marriott Bonvoy social media channels
Marriott Bonvoy executive customer service contacts
Primary Contact
Jennifer McLennan Brown
VP, Customer Engagement Center Workforce Optimization and Performance Management
7750 Wisconsin Avenue
Bethesda, MD 20814
jennifer.mclennanbrown@marriott.com
Secondary Contact
Jodie Larson
Director, Specialty Services
7750 Wisconsin Avenue
Bethesda, MD 20814
Jodie.larson@marriott.com
Chief Executive
Anthony Capuano
7750 Wisconsin Avenue
Bethesda, MD 20814
anthony.capuano@marriott.com
Marriott Bonvoy customer service policies
Privacy policy
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.
Cancellation and refund policy
Cancellation and refund policies vary by property and reservation type. Applicable terms are displayed during the booking process. Guests can view and manage reservations through their Marriott Bonvoy account under My Trips or by calling (888) 236-2427. Marriott does not publish a single universal refund policy; guests are encouraged to review the specific cancellation terms shown at booking.
Terms of use
Marriott’s Terms of Use govern use of the company’s websites, apps, and related digital services. They cover reservation terms, property policies, loyalty program rules, dispute resolution (which defaults to individual arbitration in the U.S., not class actions), and limitations of liability. The Marriott Bonvoy loyalty program is governed separately by its own program terms and conditions.
Marriott Bonvoy self-service links
How do I create a Marriott Bonvoy account?
Visit the website or app, click “Join” and complete the registration form with your personal details.
How can I update my personal information?
Visit the website or app, log into your account, go to “Profile” to update your contact details, preferences or payment information.
How can I manage my Marriott Bonvoy email preferences?
Visit the website, log into your account, navigate to “Communication Preferences” to select which types of emails you want to receive.”
What is the relationship between Marriott and Marriott Bonvoy?
Marriott Bonvoy is the loyalty program of the Marriott hotel group.
How do I contact Marriott Bonvoy customer service?
Call (800) 627-7468 or email bonvoy.program@marriott.com.
Does Marriott Bonvoy have an online chat service?
Yes, Marriott Bonvoy has an online chat service.
What happens to my Marriott Bonvoy points if I don't stay at a Marriott property for a long time?
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.
My Marriott Bonvoy points didn't post after my stay. How do I get them credited?
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.
Marriott cancelled my confirmed reservation. What can I do?
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.
I can't redeem my Marriott Bonvoy points online. What should I do?
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.
A Marriott Bonvoy customer service agent couldn't resolve my issue. How do I escalate?
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.
How to get professional help with your Marriott Bonvoy problem
If you need help with Marriott Bonvoy, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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