Travel Information: COVID-19 Update


We are closely monitoring the Centers for Disease Control and Prevention and World Health Organization’s statements regarding the novel coronavirus (COVID-19) cases and following guidelines from these agencies and the local health departments.

The wellbeing of our guests and associates is of paramount importance.

Our Cancellation Policy:
In response to changing marketplace conditions, Marriott International is committed to ensuring our customers experience flexibility during these challenging times.

For all Marriott International hotels world-wide, we are implementing the following policies:

  • For guests with existing reservations for any future arrival date, including reservations with pre-paid rates that are typically more restrictive, we will allow full changes or cancellation without a charge up to 24 hours prior to arrival,* as long as the change or cancellation is made by June 30, 2020. Please note that any changes to existing reservations will be subject to availability and any rate differences.
  • For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and June 30, 2020, we will allow the reservation to be changed or cancelled at no charge up to 24 hours before your scheduled arrival date.* Please note that changes to the reservation will be subject to availability and any rate differences.
The following policies are implemented with respect to individual rooms booked into Group blocks (e.g., for meetings, events or conferences) for both cancelled and non-cancelled events:

  • For guests with existing reservations for any future arrival date who booked rooms into a Group block via a direct Marriott channel (e.g., Marriott.com or directly with the hotel), including reservations with pre-paid rates that are typically more restrictive, we will allow full changes or cancellation without a charge up to 24 hours prior to arrival,* as long as the change or cancellation is made by June 30, 2020. Please note that any changes to existing reservations will be subject to availability and any rate differences. Guests can cancel or change existing reservations regardless of whether the event itself has been cancelled.
  • For guests making new reservations for any future arrival date, including reservations with pre-paid rates, between today and June 30, 2020, we will allow the reservation to be changed or cancelled at no charge up to 24 hours before your scheduled arrival date.* Please note that any changes to the reservation will be subject to availability and any rate differences.
  • Guests who booked rooms into a Group block using a third-party channel (e.g., online travel agents, meeting planners or other third-party travel professionals) are advised to contact the relevant third party for information on the third party’s policies. If a third party cancels the event, it is the third party’s responsibility to cancel the individual reservations made on each guest’s behalf.
*Important Information:
  • Some exclusions may apply. May exclude periods with special event restrictions or peak demand weeks. Please refer to the property’s Rate Details for applicable terms or exceptions, if any, when booking or changing reservations.
  • Individual (transient) guestroom reservation refunds of any kind (e.g., cash or credit voucher) may take up to 90 days from the date of cancellation to be processed. The form and timing of refund may be subject to applicable laws where each hotel is located.
  • Design Hotels and Homes & Villas by Marriott International (HVMI) are excluded from this policy. HVMI-specific cancellation guidance is available hereOpens in a new tab.
  • Marriott Vacations Worldwide (e.g., Marriott, Sheraton and Westin Vacation Ownership resorts) is included in this policy for transient reservations only. For owner occupancy reservations, please visit http://hub.vacationclub.comOpens in a new tab.
  • For individual reservations booked into a pre-existing group block, please refer to cancellation terms quoted at the time of reservation. For more information, please contact the group organizer or the hotel.
  • For group organizer questions on terms and conditions of group contracts, please contact the hotel.
Our Commitment to Cleanliness:
We take standards for hygiene and cleanliness very seriously and are taking additional steps to ensure the safety of our guests and associates. On a daily basis, our hotels around the world are working to ensure that they meet the latest guidance on hygiene and cleaning. Our hotels’ health and safety measures are designed to address a broad spectrum of viruses, including COVID-19, and include everything from handwashing hygiene and cleaning product specifications to guest room and common area cleaning procedures. Specific steps Marriott is taking include:

Associate Health, Safety and Knowledge: Hotel associates – and their own health, safety and knowledge – are essential to an effective cleaning program. Here are some ways we’re supporting them:
  • Hand Hygiene: Proper and frequent handwashing is vital to help combat the spread of viruses. In our daily meetings, our teams are reminded that cleanliness starts with this simple act. It’s important for their health and that of our guests.
  • Ongoing Training: In addition to training on housekeeping and hygiene protocols, hotel associates are also completing enhanced COVID-19 awareness training.
  • Real Time Information: Marriott’s Corporate and regional teams are on standby 24/7 to support the hotels and coordinate with local and regional authorities.

Cleaning Products and Protocols: Our hotels use cleaning products and protocols which are effective against viruses, including:
  • Guest Rooms: Hotels use cleaning and disinfecting protocols to clean rooms after guests depart and before the next guest arrives, with particular attention paid to high-touch items.
  • Public Spaces: Hotels have increased the frequency of cleaning and disinfecting in public spaces, with a focus on the counter at the front desk, elevators and elevator buttons, door handles, public bathrooms and even room keys.
  • Back of House: In the spaces where associates work “behind the scenes,” hotels are increasing the frequency of cleaning and focusing on high-touch areas like associate entrances, locker rooms, laundry rooms and staff offices.

For the most updated information, please refer to Centers for Disease Control and Prevention (CDC)Opens in a new tab or your local health authority.

In the Community:
Throughout the world, our properties and associates have been stepping up to the challenge of hosting caregivers or providing safe environments for our guests. In other instances, our properties have been donating cooked and pre-packaged meals and critically important supplies, including cleaning products, masks, gloves, anti-microbial wipes, sanitizers and shower caps for medical and other frontline workers.

As we all watch the news unfold about this unprecedented event, it’s clear that there is a need to assist and bolster healthcare workers and community caregivers who are on the frontlines working to contain this disease. To that end, we have established the following programs to aid in the urgent fight against the pandemic:

  • Rooms for Responders: With support from our credit card partners, American Express and JPMorgan Chase, we are committed to providing $10 million worth of hotel stays for healthcare professionals leading the fight against COVID-19 in the United States. We are partnering with the American College of Emergency Physicians and the Emergency Nurses Association to match front line doctors and nurses with free accommodations in some of the areas most impacted including New York City, New Orleans, Chicago, Detroit, Los Angeles, Las Vegas, Washington, D.C. and Newark, NJ.
  • Community Caregiver Program: This initiative, available in the United States, Canada, the Caribbean and Latin America, provides significantly discounted rates for first responders and healthcare professionals who want to book rooms at hotels in close proximity to the hospitals where they’re working. The rate is available on Marriott.com at nearly 2,500 hotels.
  • Donate Marriott Bonvoy Points: Through Marriott Bonvoy’s Giving PlatformOpens in a new tab, you can donate your Marriott Bonvoy points to relief organizations that are active in COVID-19 responses around the world and that Marriott is also supporting, including the American Red Cross, International Federation of Red Cross and Red Crescent Societies, UNICEF and World Central Kitchen.

For Our Members:
Travel is a way of life for our Marriott Bonvoy members. It is the way we connect, get inspired and evolve our business every day. While it is the right thing to do, it’s been hard not to be able to travel. We know that when you get back in the air and on the road, your points and status will be important to you.

  • Status Extension: We want you to be able to enjoy the status that you earned in 2019. With that in mind, the status you earned in 2019 will be extended to February 2022.
  • Points Expiration: To provide you ample time to redeem points, the expiration of points will be paused until February 2021. At that time, your points will only expire if your account has been inactive for at least 24 months.
  • Suite Night Awards (SNAs): We have extended the expiration of suite night awards by one year from December 31, 2020 to December 31, 2021.
  • Free Night Award (FNA): Members who currently have an active Free Night Award (FNA) expiring in 2020 as part of their credit card benefit, annual choice benefit, promotions or travel package will be able to use it through January 31, 2021. (Exception: Members in mainland China, Hong Kong SAR, Macau SAR and Taiwan the Free Night Awards will be extended 12 months into 2021 from the date of expiration).


April 8, 2020

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