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How to submit a complaint with Marriott
Got a problem with a Marriott stay, booking, billing charge, or your Marriott Bonvoy account? Start at the property and work outward — most issues resolve fastest when you raise them before you check out. Here's how to complain to Marriott, step by step, across its Australian hotels (Sydney Harbour Marriott, Melbourne, Brisbane, Adelaide, Gold Coast and W Sydney included).
Speak to the hotel first (fastest for in-stay issues)
- For anything during your stay — room condition, noise, service, or a wrong charge — go to the Front Desk or ask for the Duty Manager in person.
- Most issues, including incorrect charges spotted before check-out, can be fixed on the spot before the charge is processed.
- See How Do I Contact a Marriott Hotel? for property contact details.
Submit a compliment or concern online (best for post-stay issues)
- Use Marriott's official "Send a Compliment or Concern" form to raise a complaint about a completed stay or a specific hotel associate.
- Sign in to your Marriott Bonvoy account first so your contact details pre-populate and your case routes correctly.
- This is the main Marriott complaint form for written concerns.
Call Marriott Bonvoy customer service
- For Marriott Australia customer service and reservations support, find the current local number on Worldwide Hotel Telephone Reservations.
- The global Bonvoy line is +1 (800) 627-7468 (U.S./Canada); international callers can use the local numbers listed for 17+ countries via Marriott Bonvoy loyalty support.
Email for program (non-hotel) issues
- For feedback about Marriott Bonvoy program associates not based at a hotel, email Bonvoy.Program@marriott.com.
- Details are confirmed on the Submit Compliments or Concerns page.
Use the Marriott Bonvoy app or live chat
- The Marriott Bonvoy app and the Marriott Bonvoy customer service hub offer chat and self-service for account, points and reservation issues.
Tip: Always quote your Marriott Bonvoy number, confirmation number and stay dates, and keep copies of your folio (bill), booking confirmation and any emails — they speed up resolution.
Marriott aims to acknowledge and resolve guest concerns quickly and fairly. Who handles your case — and how long it takes — depends on whether it's a property issue or a Bonvoy program matter.
- In-stay issues: Handled directly by hotel staff and management, usually immediately.
- Billing disputes: Errors caught before check-out can often be reversed on the spot. Raised after departure via the Contact Us form, Marriott typically asks you to allow up to 5 business days for a response — see Resolve Marriott Hotel Billing Issues.
- Refunds and deposit releases: Generally take 7–14 days to appear, depending on your bank.
- Who assists you: Front-desk associates and Duty Managers handle property-level issues; the Marriott Bonvoy Customer Engagement Centre handles program, points and post-stay concerns.
- Escalation within Marriott: Complex or unresolved cases can be referred to a supervisor or Customer Engagement Centre manager.
- How they reach you: By email or phone using the details on your Bonvoy account or form, so keep your contact information accurate.
Common complaints against Marriott
Drawn from real reviews on Trustpilot, PissedConsumer and the Better Business Bureau, these are the issues Marriott guests raise most often.
Billing and surprise charges
- Being charged for breakfast or amenities described as "included."
- Parking or resort fees differing from the quoted price at check-out.
Marriott Bonvoy points and account problems
- Marriott Bonvoy points not credited after a completed stay.
- Locked accounts, or being unable to redeem rewards or book award nights for extended periods.
Service quality gaps
- Missing promised amenities and inconsistent hospitality.
- Long restaurant or room-service waits.
Cleanliness and room condition
- Occasional reports of unclean rooms or pests on check-in.
Unfulfilled compensation
- Promised refunds, points or goodwill gestures not following through after a complaint is lodged.
Third-party booking risks
- Warnings about scam "booking agents" impersonating hotels and taking card details — always book via the official Marriott site or app.
Marriott complaints submitted through Ajust
How other consumers Marriott complaints got resolved
"Included" breakfast charged anyway
A guest was told breakfast was part of their rate but found it billed on the folio at check-out. Those who flagged it at the Front Desk before leaving had the charge reversed immediately; those who emailed afterwards generally received a credit within about five business days.
Tip: Screenshot your rate confirmation showing inclusions, and flag the charge before you leave.
Marriott Bonvoy points not credited
A member's points for a completed stay failed to post, blocking a planned award booking. Bonvoy support manually credited the missing points once the confirmation number and folio were provided.
Tip: Submit a "missing stay" request through your Bonvoy account with the folio attached rather than waiting for points to appear.
Promised compensation not delivered
A guest reported that goodwill compensation agreed verbally after a service failure never materialised. It was resolved only after escalating to a Customer Engagement Centre manager with a written record.
Tip: Always get any refund or points commitment in writing, then quote it when you follow up.
If your first contact doesn't fix the problem, escalate inside Marriott in this order before going external.
Step 1 — Ask for a manager
- Request a supervisor or Duty Manager at the property, or a Customer Engagement Centre manager on the Bonvoy line.
- See Marriott Bonvoy loyalty support for the right contact.
Step 2 — Resubmit with your case number
- Resubmit via the Send a Compliment or Concern form, referencing your original case number so it's logged and tracked.
Step 3 — Escalate in writing to head office
- Send unresolved complaints in writing to Marriott International, 7750 Wisconsin Ave., Bethesda, MD 20814, USA.
- For executive-level contacts, the regularly updated Elliott Report — Marriott Bonvoy executive contacts is a useful directory.
If your complaint involves a wider billing dispute or refund, see how to push it further on our Marriott contact guide and Marriott refunds guide.
Australia has no dedicated hotel ombudsman, but accommodation is covered by the Australian Consumer Law (ACL), which guarantees services be delivered with due care and as described. If Marriott can't resolve your issue, these bodies can help.
- State/Territory consumer protection agencies: Handle individual disputes over refunds, billing and service failures. Start with NSW Fair Trading — accommodation rights, Consumer Affairs Victoria — travel and accommodation guide, or NT Consumer Affairs — complaints and disputes. QLD Office of Fair Trading, Consumer & Business Services SA, Consumer Protection WA, Access Canberra and CBOS Tasmania cover the other states.
- ACCC: Sets and enforces consumer law but does not resolve individual disputes. Report systemic conduct via Contact us or report an issue — ACCC, and find the right body via Where to go for consumer help.
- Know your hotel complaint consumer rights in Australia: See Holiday accommodation and your rights — CHOICE.
- Disputed card charges: If Marriott won't reverse an incorrect charge, request a chargeback through your bank or card provider — useful when chasing a Marriott refund in Australia.
- Contact Marriott: Customer support and assistance — main contact hub for guests.
- Bonvoy help hub: Marriott Bonvoy customer service and online help — chat and self-service for accounts and points.
- Billing disputes: Resolve Marriott hotel billing issues — how to fix incorrect charges.
- Contact a hotel: How do I contact a Marriott hotel? — reach a specific property directly.
- Phone numbers: Worldwide hotel telephone reservations — find the Australia local line.
- Support contacts: Marriott customer support contact information — full directory of channels.
- Australian hotels: Marriott Australia destinations — official property list.
Marriott Complaints FAQs
How do I get a wrong charge reversed by Marriott?
Raise an incorrect Marriott charge at the Front Desk or with the Duty Manager before you check out, as most can be reversed on the spot. If you've already left, use Marriott's "Send a Compliment or Concern" form and allow up to five business days. Attach your folio and rate confirmation showing what was included to speed things up.
What should I do if my Marriott Bonvoy points didn't post after a stay?
If Marriott Bonvoy points are missing after a completed stay, submit a "missing stay" request through your Bonvoy account rather than waiting for them to appear. Include your confirmation number and a copy of your folio so support can verify and manually credit the points. Keeping these documents ready avoids delays when a missing balance is blocking an award booking.
How long does a Marriott refund or deposit release take in Australia?
Marriott refunds and deposit releases generally take 7–14 days to appear, depending on your bank's processing times. Billing complaints raised after check-out are typically answered within five business days. If Marriott won't reverse an incorrect charge at all, you can request a chargeback through your bank or card provider as a backup.
What can I do if Marriott won't resolve my complaint?
If Marriott can't resolve your complaint, escalate to a Duty Manager or Customer Engagement Centre manager, then resubmit in writing quoting your case number. Accommodation is covered by the Australian Consumer Law, so your state or territory consumer protection agency, such as NSW Fair Trading or Consumer Affairs Victoria, can help with unresolved refund, billing or service disputes.
You’ve done your part, now it’s time to hold Marriott accountable.
Take the final step and submit a complaint that gets seen and responded to.