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Based on your feedback and our experience we have developed a list of frequently asked questions. Some of the questions and answers listed here refer to functionality available only on Marriott.co.uk.

Comments and Additional Questions

Do you have additional questions or comments? Contact us via email.
 
Telephone Reservations

To make reservations by phone, call us freephone 0800 221-222 in the UK or 1800 409929 in Ireland or any of our worldwide reservation numbers.
 
For issues outside the scope of making reservations or navigating through our websites, please contact us through our email system.

What are Seasonal Awards?
Seasonal Awards from Marriott Rewards offers you points discounts during certain times of the year.
Learn more.
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Does Marriott.co.uk offer Chat?
Yes. Marriott.co.uk is committed to servicing the needs of our customers and offers a variety of methods to contact our customer care team. In addition to phone and e-mail, customers now have the opportunity to communicate with customer care through chat. Unlike phone and e-mail, which are available 24 hours a day, 7 days a week, customers have the opportunity to chat with a Marriott customer care representative from 8:00 a.m. to 11:00 p.m. US Eastern Time. Customers will have the opportunity to chat only in limited scenarios which are predetermined within Marriott.co.uk.
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I received a chat invitation once before but do not see one anymore. How can I chat again?
Currently the opportunity to chat is ‘proactive’ meaning that Marriott.com predetermines specific scenarios where a customer will see a chat. If a user does not meet the predetermined requirements, they will not see another invitation. Chat invitations are also based upon customer care associate availability. If representatives are busy assisting other customers, a chat invitation will not be offered. Chat is offered 7 days a week from 8:00 a.m. to 11:00 p.m. US Eastern Time.
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What is “Marriott's Look No Further Best Rate Guarantee?”
Marriott guarantees that when you reserve a room through one of our official Web sites, by phone through our Worldwide Reservations Centers, or at a hotel directly, you won't find a qualifying lower room rate-anywhere. Make the most of the Marriott Best Rate Guarantee
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What type and level of browser is required to view Marriott.co.uk?
We recommend viewing the site in a modern Web browser to optimally view its rich array of applications and visual features. The latest versions of the following browsers are ideal for visiting and interacting on Marriott.co.uk:

Microsoft Internet Explorer 10
Microsoft Internet Explorer 8
Google Chrome
Mozilla Firefox
Apple iPAD 2 or later

JavaScript must be enabled in order to use many of Marriott's web site features, such as dropdown lists, calendars, etc.
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How does Marriott International protect my privacy?
Marriott has a strong commitment to providing excellent service to all of our customers, including respecting their concerns about privacy. We understand that visitors to our web site may have questions about whether and how this web site collects and uses information. Accordingly, we have prepared a statement to inform you of the privacy principles that govern Marriott.com, Marriott.co.jp, Marriott.com.mx, Marriott.co.uk and Marriott.de (including renaissancehotels.co.uk, courtyardhotels.co.uk, marriotthotels.com, courtyard.com, residenceinn.com, fairfieldinn.com, conferencecenters.com, execapartments.com, execustay.com, towneplacesuites.com and springhillsuites.com). Please click here to review our Internet Privacy Statement.
Please note that a separate terms and conditions apply to the Marriott Rewards program.
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How do I book a reservation on Marriott.co.uk?
You'll find an easy, step-by-step online reservation process accessible throughout Marriott.co.uk.
 
Step 1 of 5: Find a Hotel: Begin at the Marriott.co.uk homepage (http://www.marriott.co.uk). Enter your destination, travel dates, number of guests, and rooms required. You can also enter special rate information or search for specific Marriott brands and hotel amenities. (http://www.marriott.com/suggest/faqs_specialrates.mi.) 
 
Step 2 of 5: Select Rates and Add Preferences: This displays a list of hotels available for requested dates. Click the red button, labelled "Select", to choose a hotel. This will display rooms and rates that are available. If you click any of the tabs immediately above the rate list, you will have the option to explore "Standard Rates", "Room Packages", or "Marriott Rewards Offers". Once you have selected a rate, you can then add special requests (e.g. crib, rollaway bed) or bed and room preferences (e.g. king, near an elevator). 
 
Step 3 of 5: Enter Guest Information: Provide your contact and credit card information. A text field for brief comments is also available. If you have an online account you may automatically fill in your personal information by entering your Marriott Rewards number or Email address and password in the spaces provided on the right-hand side of the page. 
 
Step 4 of 5: Review and Complete Reservation: Review a summary of your reservation. You can edit all selections before finalizing your request. 
 
Step 5 of 5: Receive Confirmation: This printable summary includes your confirmation number and details of your reservation. A confirmation email with the same information is automatically sent to your email address. You can opt to email this to a friend or update your Microsoft Outlook calendar.
 
When you omit your travel dates during the reservation process, your initial search results will list all Marriott brand hotels for the destination you specified. Continue to refine your search, add specific dates, and check hotel availability by clicking "Check Availability". When you enter travel dates, your search results will display Marriott brand hotels that are available for your dates.
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How do I indicate special requests such as bed type, non-smoking room and accessible accommodations, in my reservation?
Step 1 – ‘Choose dates, rooms & rates’ - of the reservation process allows you to indicate room preferences. You will be notified in step 3 – ‘Review & complete reservation’ whether your specific preferences are ‘guaranteed”, ‘not offered’ or ‘on request’.  ‘On request’ preferences, while not available at the time of booking, will be noted on your reservation and the hotel will do their best to accommodate your request.
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How can I see a listing of reservations I have booked?
From the Marriott.co.uk home page, click Change/Cancel Reservations. If you made the reservation via Marriott.co.uk and you have an online account with us, please sign in here using your Marriott Rewards number (or email address) and password. Signing in will allow you to view all reservations made using your Marriott Rewards number. Lastly, if these options fall short, it is possible to look up reservations by entering the confirmation number and the last name of the person listed on the reservation.
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Do Marriott.co.uk or Marriott.com require me to enable cookies on my browser to make a reservation?
Yes. Marriott.co.uk and Marriott.com use "temporary" cookies throughout the online reservation process. These cookies are used to help facilitate navigation through the site. The system begins using cookies from step one of the reservation process "Availability". It continues using them until the reservation process is complete "Confirmation". The cookies expire upon clicking the "Continue" button after receiving a confirmation number.
 
For more information on the use of cookies by Marriott.co.uk or Marriott.com please refer to our Internet Privacy Statement .
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Am I able to cancel a reservation on Marriott.co.uk?
Yes.  To cancel a reservation on Marriott.co.uk, click on Change/Cancel Reservations from the home page.  Retrieve your reservation information as described in this FAQ and click ‘Cancel this reservation’. Please remember to retain the cancellation number for your records. 
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Can I make a change to an existing reservation on Marriott.co.uk?
Yes. You can change your guest information, travel dates, room preferences and billing information for existing reservations.
 
1. Go to the Marriott.co.uk homepage (http://www.marriott.co.uk).
2. Click the “Change/Cancel Reservations” link, which can be found at the top of any Marriott.com page.
3. Enter your last name and confirmation number and click "Find". If you have an online account, you can view your reservations by clicking "View Your Reservations" on the left-hand side of the page. Enter your user name and password in the boxes provided.
4. On the "Reservation Confirmation" page, select either "Make changes to this reservation", "Cancel entire reservation" or "Reserve another room at this hotel".
5. When you select "Make changes to this reservation", you can click a corresponding link to modify "Date & Rates", "Room Preferences", "Guest Information", "Room Type", "Number of Rooms" or "Billing Information".
6. You can change your reservation on this page. You may be asked to complete specific steps of the Marriott.com reservation process before your changes are completed. Once your changes are completed, you must click the red "Update" button to finalize the process.
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I am a Marriott Rewards member. Can I redeem my Marriott Rewards certificates online?
Yes, simply click on reservations for the hotel you want and follow these steps:
  • Check availability
  • Choose dates
  • Enter number of people
  • Click box labelled Marriott Rewards Redemption and enter
 
If the hotel has Marriott Rewards Redemption rooms available, you will be presented with these rooms to book.
  • After you receive your confirmation number, be sure to obtain your Reward Certificate by ordering it online or by calling your local Guest Services Centre.
 
If the hotel does not have any Marriott Rewards Redemption rooms available you will be given the following response:
 
**NO ROOMS AVAILABLE FOR REQUESTED DATES**
unfortunately the special rate you requested is not available. Please make a selection from the room rates listed below.
 
These rates may be booked, but cannot be used for redemption. If the hotel is completely sold out, no alternate rates will be given.
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How do I check my Marriott Rewards account balance online?
It's easy. First, set up your account for online viewing by creating your own profile using your Marriott Rewards number, or email address, and password. After that, simply go to the "Marriott Rewards Activity" section of the Marriott Rewards web site. Login is required to view detailed information.
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What rates can I book online?
You have access to the same rates and availability online as you would if you called the hotel directly. This includes access to special rates that require special membership or affiliation. Proof of eligibility, e.g., a membership or affiliation ID card, is required upon check-in for these rates. Additionally, group, convention and negotiated corporate rates can be booked online.
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I am conducting research about the hospitality industry.  Where would I find information about Marriott?
Corporate information about Marriott such as news releases, financial and annual reports, the current stock price and information about related organizations can be found, in English, on Marriott.com on our Corporate News and Information page.
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I often see corporate rates online. I'm self-employed, can I book these?
Yes, anyone travelling on business is eligible for these corporate rates.
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My company has negotiated a special rate with your hotels. Can I book them online?
Yes, a special company code is required and must be placed in the corporate/promotional field of the Reservations, Rates & Availability page. Proof of eligibility is required upon check-in for these rates.
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I'm attending a convention or am part of a group. Can I book these special rates online?
Yes, this is a new functionality. A special group code is required and must be entered into the group code field. Your group coordinator must have established this in advance with the hotel. Ask your group coordinator for the special code.
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If I change my reservations, will my rate change?
There is a possibility that it might. Rates are dependent on many factors such as seasonality, day of week, length of stay, room type, number of people in the room, etc.
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How does your pricing work at your extended-stay properties, TownePlace Suites and Residence Inn?
Pricing at our extended-stay brands varies by length of stay. As the length of your stay increases, the per night rate can decrease.
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Why do I need to enter my credit card number to reserve a room?
Marriott requires that all room reservations be guaranteed to a valid credit card. Your credit card is not charged at reservation (unless pre-payment is a stated requirement for the rate) and providing this number merely guarantees that Marriott will hold a room for you in advance of your arrival. Your credit card will only be charged in the event that you do not cancel your reservation within the cancellation time period associated with your reservation and you do not check in.

Your credit card information is absolutely safe with Marriott. Marriott.co.uk protects credit card information through the use of industry-leading SSL encryption technology and we never share this information with third parties. Please see our privacy statement for more information.

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Can I reserve multiple rooms on Marriott.co.uk?
Yes. You can book up to three identical rooms under one reservation. Step 1 – ‘Choose dates, rooms & rates’ - allows you to enter the number of rooms required. Marriott.co.uk also allows you to make as many as three, three-room reservations at one time—nine rooms in total. At present, rooms of differing type must be reserved separately.
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Will my credit card be charged if I don't cancel and I don't show up?
Yes, reservations are automatically guaranteed to your credit card. To avoid being charged, reservations must be cancelled in accordance with the cancellation policy outlined by the hotel for the rate and dates booked.
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I need to book several rooms (for example, for my family reunion).   How can I reserve a large number of rooms for a group?
Reservations requiring 10 or more rooms for the same arrival and departure pattern are known as a “group booking”.  Group bookings typically have different rate, availability structures, and deposit requirements than non-group reservations.
If you would like to make a group booking, please use our Meeting Planner Hotel Search or contact the sales department of your chosen hotel.  You may also contact our corporate group sales office by phone toll-free at (800)-831-4004.

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I am a Marriott Rewards member and already have online access to view my account balance online. Can I use the same sign-in to make reservations online?
Yes, simply click on “My Account” in the upper right corner of the page and type in your existing Marriott Rewards number (or email address) and password. This action will retrieve relative information from your Marriott Rewards account and populate your online profile. Please review this information and make adjustments as necessary.
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I need connecting rooms or an early check-in.  How can I indicate this on my reservation?
You can request early check in by selecting the “Early Check In” box in Step 1 – ‘Choose dates, rooms & rates’. Special requests for connecting rooms can be made using the ‘Comments’ field at the end of Step 2 – ‘Enter guest information’. The hotel will do its best to accommodate these requests, but cannot guarantee them. Please inquire about the status of your request when you check in.
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I want to bring my pet. Will the hotel allow it?
Pet policies vary from hotel to hotel. To determine if a hotel will allow pets, click ‘About This Hotel’ in the left-hand navigation of the hotel’s Web site. You can also filter search results for hotels that allow pets in the ‘Other Ways to Find Hotels’ section of the Find & Reserve page.
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Do I have to fill out the profile?
No, but doing so simplifies the reservation process. By filling out your profile, the reservation system will automatically populate the booking template with your personal information reducing the time it takes you to complete a reservation. Additionally, we'll be able to customize your home page based on the information you give us.
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I forgot my Marriott Rewards number and password. What do I do?
Your Marriott Rewards number and password hint can be retrieved online by selecting 'Forgot password' on the Sign In page. To display your password hint, enter your Email address or Marriott Rewards number, first name, last name, country and zip/postal code.

You can have your password sent directly to the email address on your account by following these steps:

1. Click on "Sign In" from the Marriott.com homepage.
2. Click on "Forgot Password".
3. Enter the requested information and click "Submit". Your Marriott Rewards number and password reminder will be displayed.
4. Use the "Email my password" option to have the system forward a copy of your password to the email address noted on your account.

If you are still having difficulty, email us or contact us in the US at 1-800-721-7033.
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I have some comments about a previous stay. How do you want me to tell you?
We value your comments and suggestions and would like to hear from you. It's easy to reach us through e-mail by using the form on the "Contact Us" page. Tell us the name of the hotel, enter your comments and send.
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What is your corporate address?
Marriott International, Inc.
10400 Fernwood Road
Bethesda, MD 20817
United States of America
301-380-3000
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Do I need to enable JavaScript to make full use of Marriott.uk.com?
Yes. JavaScript must be enabled in order to use many of Marriott's web site features, such as dropdown lists, calendars, etc.
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How do I enable JavaScript on my browser?
Here are the steps to enable JavaScript on the browsers we recommend for viewing and interacting with Marriott.uk.com:

Microsoft Internet Explorer 6, 7 and 8
Open the "Tools" menu.
Select "Internet Options."
Select the "Security" tab.
Click the "Custom level" button in "Security level for this zone."
Scroll down to the "Scripting" section.
Choose "Enable" under "Active scripting."

Mozilla Firefox 3 (for PC)
Open the Tools menu.
Select "Options."
Select "Content."
Make sure that "Enable JavaScript" is checked.

Mozilla Firefox 3 (for Mac)
Open the Firefox menu.
Select "Preferences."
Select "Content."
Make sure that "Enable JavaScript" is checked.

Apple Safari 3 and 4
Open the Safari menu.
Select "Preferences."
Select "Security."
Make sure that "Enable JavaScript" is checked.
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