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.
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Does Marriott.co.uk offer Chat?
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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?
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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 type and level of browser is required to view Marriott.co.uk?
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Marriott.co.uk is best viewed and navigated using the following browsers:
- Microsoft Internet Explorer 5.x and 6.x
- America Online v8 and v9
- Netscape Navigator 6.x and 7.x
The site is viewable by other browsers, but some technical difficulties may be experienced. Java script must be enabled in order to utilize many of the site's features such as dropdown boxes, calendars, etc.
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How does Marriott International protect my privacy?
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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 can I see a listing of reservations I have booked?
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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 username and password. You’ll find a list of all reservations you’ve made via Marriott.co.uk while signed in. Likewise, if you are a Marriott Rewards member with an online account, 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 making the reservation.
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Can I make a change to an existing reservation on Marriott.co.uk?
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Yes. On the Marriott.com home page, click Change/Cancel Reservations. After following the steps outlined in this FAQ, click the specific reservation you wish to modify. Then, to the right of the reservation details, select ‘Make changes to this reservation’ and choose the appropriate modify option.
If you require additional rooms, another reservation must be made. To make a duplicate reservation, follow the above steps to retrieve your original reservation and click ‘Reserve another room at this hotel’.
To change a reservation from one hotel to anther, you must book a new reservation and cancel the original reservation from the “Change/Cancel Reservations” page. Please note: You may be responsible for cancellation fees or other penalties incurred at the original property.
Reservations confirmed as Escape!, Last Minute Deals, and Design Your Own Trip packages have special booking requirements and cannot be changed.
Marriott reservations made on travel Web sites other than Marriott.co.uk cannot be changed on Marriott.co.uk. Please refer to the customer service policy on the Web site where your reservation was booked.
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I am a Marriott Rewards member. Can I redeem my Marriott Rewards certificates online?
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Yes, simply click on reservations for the hotel you want and follow these steps:
If the hotel has Marriott Rewards Redemption rooms available, you will be presented with these rooms to book.
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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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What rates can I book online?
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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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Why do I need to enter my credit card number to reserve a room?
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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?
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Yes. You can book up to three identical rooms under one reservation. Step 1 – ‘Check Rates and Availability’ - 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—9 rooms in total. At present, rooms of differing type must be reserved separately.
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I want to bring my pet. Will the hotel allow it?
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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 ‘Choose Hotel Feature’ section of the Find & Reserve tab.
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Do I have to fill out the profile?
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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 user name ID and password. What do I do?
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If you've simply forgotten your password, you will be prompted to click on a link. Once there, you will be given two options. If you choose "Password Reminder" we will display your reminder on your screen. If you choose "E-mail Password" we will e-mail your password to the e-mail address we have on file for you.
If you have forgotten your user ID and password, send us an e-mail with your full name and address. We'll e-mail your user ID and password hint back to the e-mail address that matches the one you have stored in your profile.
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