Marriott Rewards - General
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Marriott Rewards - General  Questions

1. How do I become a Marriott Rewards member?
2. I lost my Marriott Rewards card.  How can I obtain a replacement?
3. I forgot my email/Marriott Rewards Number.  How can I find out what they are?
4. Why am I getting an error message when signing into my profile and accessing my Marriott Rewards account information?
5. What is the difference between an e-certificate and a paper certificate, and how do I decide which is best for my redemption reservation?
6. Can I make a partial redemption stay reservation on Marriott.com and pay for the rest?
7. Why can't I use my Marriott Rewards points when the hotel is not sold out and has rooms available?
8. When is a stay at a Marriott hotel not eligible to earn Marriott Rewards points?
9. How can I book a Marriott Rewards redemption reservation under someone else’s name (e.g., as a gift)?
10. If I booked five rooms and paid for all five rooms, why did I only get credit for three rooms?
11. Can I earn airline miles instead of Rewards points?
12. I do not see a stay credited to my account.  What can I do?
13. Can I cancel or make a change to an existing Marriott Rewards redemption reservation on Marriott.com?
14. What is eFolio?
15. How do I subscribe to receive my bill by email after each Marriott stay?
16. How long will it take for my eFolio to be emailed to me?
17. If I subscribe to the eFolio program just before checkout, will I receive my eFolio for this stay?
18. How do I unsubscribe if I no longer want to participate in the eFolio program?
19. How can I add my Rewards number to an existing reservation?
20. What is Marriott DreamRewards Tracker?
21. Do Marriott Rewards points expire?
22. How can I transfer points to another member?
23. Can I earn both points and miles?
24. How often does my online account update?
25. How do I figure out how many points it will cost me to stay in a hotel?
26. How do I reserve a room and redeem my points for a hotel stay?
27. How do I change my name on the Marriott Rewards account?
28. How can I earn points for multiple rooms as an event planner?
29. Do I get credit for rooms that I paid for, even if I’m not staying at the hotel?
30. Can my spouse use my number to earn points?
31. Can a Marriott Rewards account be held in a company’s name?
32. Can my family members use my points?
33. Can I buy/purchase points?
34. How do I redeem my points for merchandise?
35. How do I use a Marriott Rewards travel package?
36. Do I get credit if I pre-paid through an online agency?
37. What is the definition of a "stay."

Marriott Rewards - General  Answers

1. How do I become a Marriott Rewards member?

  • Join online by creating a Marriott Rewards account. 
  • Marriott Timeshare Ownership
  • Join at any participating Marriott hotel. Ask for a Marriott Rewards enrollment brochure at the front desk.
  • Contact Marriott Rewards Customer Service Offices at 1-801-468 4000, from 8:15am - 9:00pm, Monday - Friday USA Eastern time. Or call our toll-free automated service at 1-800-450-4442 24 hours/7 days per week.
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2. I lost my Marriott Rewards card.  How can I obtain a replacement?
You may request a replacement membership card in the following ways:  
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3. I forgot my email/Marriott Rewards Number.  How can I find out what they are?
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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4. Why am I getting an error message when signing into my profile and accessing my Marriott Rewards account information?
There are several reasons this error may occur:
  • Your “signed in” session may have timed out. Try signing out and then sign back in to view your account information. 
  • You may have an account on Marriott.com, but your Marriott Rewards number was not correctly linked with your account. Sign in at www.marriott.com. At the top of the page, click on “My Account”. Then, click on "Add Marriott Rewards Number >>" and enter your Marriott Rewards number.
If you still cannot access your Marriott Rewards information, please contact Marriott Rewards Customer Support and we’ll be happy to assist you.
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5. What is the difference between an e-certificate and a paper certificate, and how do I decide which is best for my redemption reservation?
E-certificates are Marriott's "paperless" hotel reward certificates that let you order your hotel reward in as little as 24 hours in advance of your stay. When you order an e-certificate, you'll receive an email confirmation. You will not need to present any paper record of the reward order to the hotel. Click here for more information on e-certificates. Paper reward certificates for hotel stays are only required for “gifted” rewards or for special promotions. When making a redemption reservation with a paper certificate, please indicate that you already have a certificate for that reservation.
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6. Can I make a partial redemption stay reservation on Marriott.com and pay for the rest?
Currently, Marriott.com does not have the ability to reserve split reservations. If you'd like to split your reservation by paying for some nights with cash and then using Marriott Rewards points for the remaining nights, please contact Marriott Reservations at 1-800-MARRIOTT or 1-800-228-9290. 
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7. Why can't I use my Marriott Rewards points when the hotel is not sold out and has rooms available?
Participating Marriott Brand Hotels set aside 10% of room inventory for Marriott Rewards redemptions. Once the 10% is booked, Marriott Rewards redemptions are no longer available. You may be able to use a Stay Anytime Reward, which are designed to override availability restrictions as well as black-out dates. Stay Anytime Rewards must be booked by phone by calling 1-888-236-2427 in the US or Canada, or contact one of our Worldwide Reservation Centers. 
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8. When is a stay at a Marriott hotel not eligible to earn Marriott Rewards points?
As a member, you are eligible to receive points for staying at participating Marriott Rewards hotels for your guest room and up to two additional rooms. All rooms must be reserved and registered in your name. You must make arrangements for payment of all rooms on a consolidated bill, which should be requested at time of hotel check-in. To ensure points are automatically posted to your account, you should present your Marriott Rewards membership card at check-in.

Point accrual is limited to individual travel and the room must be paid for individually by the member. If a member attends a convention or group meeting and individually pays Marriott directly for the room, he/she will be eligible to receive points for the stay. However, contract rooms (rooms reserved by corporations on an ongoing basis), master-billed rooms and rooms booked at the Marriott Associate Rate are not eligible to earn points. Points earned from room contracts or military rates at certain overseas locations are subject to local restrictions, and may be ineligible for credit. Wholesale packages and series tours booked through a travel agent are not eligible for points.
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9. How can I book a Marriott Rewards redemption reservation under someone else’s name (e.g., as a gift)?
Currently, Marriott.com does not allow you to reserve a room using your Marriott Rewards points for someone else.  We would be happy to assist you with this process.   To order a Marriott Rewards certificate for a person other than the member, please contact a representative at 1-888-236-2427 if calling from the US or Canada, or contact one of our Worldwide Reservation Centers. 
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10. If I booked five rooms and paid for all five rooms, why did I only get credit for three rooms?
Under the Marriott Rewards Terms & Conditions, a member is eligible to receive points for staying at participating Marriott Rewards hotels for his/her guestroom and up to two additional rooms. All rooms must be reserved and registered in the member's name and the member must make arrangements for payment of all rooms on a consolidated bill, which should be requested at time of hotel check-in. To ensure points are automatically posted to member's account, the member should present his/her Marriott Rewards membership card at check-in. For more information, please see terms and conditions under "Point Earning" #1.
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11. Can I earn airline miles instead of Rewards points?
Members may choose to earn either points or miles, but not both for the same stay. You can switch from earning points to miles and vice versa before a stay by updating your membership profile or by contacting your local Guest Services office. You'll begin earning the new points or miles with your next stay. Previous earnings will not be converted to the new currency. If you wish to "convert" points into miles, you can redeem your points for a mileage reward. (A "hotel stay" or "stay" means all consecutive nights a Marriott Rewards member registers, personally pays for, and stays at, any participating hotel. The room must be billed to the member.) Please click here for additional Marriott Rewards FAQ’s.
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12. I do not see a stay credited to my account.  What can I do?
Please allow up to two weeks for stays to be processed and appear on your statement. If you still have a question regarding stay credit, please sign in and complete a “missing stay” request or contact Marriott Rewards Customer Support.
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13. Can I cancel or make a change to an existing Marriott Rewards redemption reservation on Marriott.com?
Yes. On the Marriott.com home page, sign in and click "Change/Cancel Reservations". Find the specific reservation you wish to change. Select "Cancel Reservation" or "Change Reservation" below the reservation details. 
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14. What is eFolio?
eFolio is an enhanced service that lets Marriott Reward members receive an electronic copy of their hotel bill by email after every stay. These emails are available for stays at over 2,300 of our participating hotels in North America.
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15. How do I subscribe to receive my bill by email after each Marriott stay?
To subscribe:
  1. You must be a Marriott Rewards member. If you are not, please join Marriott Rewards today and create your online account.
  2. View the Edit Email Preferences page in the "My Account" section of Marriott Rewards online.
  3. Select "eFolio" (and any other Marriott emails you wish to receive) by checking the box next to that option.
  4. Click "Save"
You’ll now receive your hotel bill by email whenever you stay at a participating Marriott hotel and use your Marriott Rewards account number. As a subscriber, your Marriott Rewards number identifies your bill and forwards it to your email address. If your Marriott Rewards number is applied to another person’s room reservation, their bill will be transmitted to your email address. You are responsible for notifying that person that their bill will be emailed to you unless you make other arrangements with the front desk during the stay.
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16. How long will it take for my eFolio to be emailed to me?
An electronic version of your final hotel bill will be emailed to you within 72 hours after your departure from the hotel. It will reflect any changes made to your bill up to 11 p.m. on your day of departure. Any adjustments after that time may not appear. Marriott retains official records of all charges and credits to your account and will honor only those records.
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17. If I subscribe to the eFolio program just before checkout, will I receive my eFolio for this stay?
Yes, if you're a Marriott Rewards Member. If you're not a member, please join Marriott Rewards today and create an online account.
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18. How do I unsubscribe if I no longer want to participate in the eFolio program?
To unsubscribe, do the following:
  1. Sign in to your Marriott.com account.
  2. Click the "Edit Email Preferences" page in the "My Account" section of Marriott Rewards.
  3. Deselect by clicking the checked box next to eFolio.
  4. Click "Save".
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19. How can I add my Rewards number to an existing reservation?
  1. Go to the Marriott.com homepage (http://www.marriott.com).
  2. Click the "Change/Cancel Reservations" tab, which can be found to the left of the picture on this 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 Email or Marriott Rewards number and password in the boxes provided.
  4. On the "Reservation Confirmation" page, select "Make changes to this reservation".
  5. When you select "Guest Information", you will have the opportunity to add your Marriott Rewards account number.
  6. Once your changes are completed, click the red "Update" button at the bottom of the screen to review your modifications. You must click the red “Submit Changes” button at the bottom of the next screen to finalize the process.
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20. What is Marriott DreamRewards Tracker?
The DreamRewards Tracker is a way for you to monitor how close you’re getting to your “DreamReward”.   Learn more about enrolling and participating in the DreamRewards Tracker by visiting https://marriott.com/rewards/dreamRewardsTracker/main.mi.
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21. Do Marriott Rewards points expire?
As long as you make a paid stay at a Marriott hotel every 24 months, your account and points remain active. Otherwise, your points will expire.
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22. How can I transfer points to another member?
Points can only be transferred from one account to another at the time of ordering a reward in increments of 1,000 points. To do this, a point transfer form must be requested from the Marriott Rewards customer service office. Include both account numbers on the form, the number of points to be transferred and the reward to be requested. Return the form with the signature of both account holders. When you’ve completed the form, please fax it to 801-468-4033 and the points will be transferred and the reward issued. 
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23. Can I earn both points and miles?
You have the option to earn either points or miles, but not both for the same stay. You can change your earning preference whenever you’d like, and as often as you’d like.   You will earn points or miles based on the selection posted on your Marriott Rewards account at the time of the stay.
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24. How often does my online account update?
Online accounts only update when there's new activity on your account. If there is nothing new there's no change.  Please allow 48-72 hours for any new information or updates to appear.
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25. How do I figure out how many points it will cost me to stay in a hotel?
On the Marriott.com homepage, enter the city, state and country information of any Marriott brand hotel to find out how many points the hotel requires for a free stay. Enter your Marriott Reward number and check the "Use Marriott Reward points".  The number of points needed is determined by the hotel category and the number of nights you stay.
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26. How do I reserve a room and redeem my points for a hotel stay?
To book a reservation using Marriott Rewards points online, follow these steps:
  1. On Marriott.com/rewards, enter your email/Marriott Rewards number and password to access your account information. If you don't have access to your Marriott Rewards account online, click on “Create Password” and register for online access. 
  2. On the right, enter the area where you'd like to stay and your travel dates. Check the box “Use Marriott Rewards Points” and then click “Find”.
  3. A list of hotels will appear that are available for redeeming points. Click on the hotel name for additional information.  Click on “Category” to see how many points are required for that location, or click on “Select a Reward” to start your reservation.
  4. The next page will show the available room types. Click “Reserve a Room” for the room type you want. Review the information and click “Continue”. The next page includes your information. Please make any necessary changes and click “Complete Reservation”.
An electronic certificate for your reservation will be ordered automatically and not sent by mail. When you check in, let the front desk know we ordered your certificate electronically and they'll have record of it. 

You'll receive an email confirmation of your order if you entered an email address. This confirmation isn't required by the hotel at check in.
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27. How do I change my name on the Marriott Rewards account?
Name changes can be made by providing a form of legal documentation, such as a copy of your marriage license, divorce decree or legal name change document. This can be faxed to us at 801-468-4033 or mailed to: Marriott Rewards 310 Bear Cat Drive Salt Lake City, Utah  84115.  Please include your Marriott Rewards number with your documentation.
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28. How can I earn points for multiple rooms as an event planner?
Please visit the link below to find out all of the exciting details surrounding Rewarding Events earnings:   http://marriott.com/meetings/rewards/travel.mi
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29. Do I get credit for rooms that I paid for, even if I’m not staying at the hotel?
No, Marriott Rewards terms and conditions require that you personally stay at the hotel to be eligible for individual credit.  The only exception is to earn points through Rewarding Events. Please visit this link to learn more about Rewarding Events:    http://marriott.com/meetings/rewards/travel.mi
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30. Can my spouse use my number to earn points?
No. The Marriott Rewards accounts are individual accounts only. The name on the hotel bill must match the name on the Marriott Rewards account.

A contingent criterion for Marriott Rewards credit is that each stay must be reserved and billed in the member's name. Stays registered to other individuals are not eligible for credit on your account, even if that individual is a family member or friend.

If your spouse is staying without you, they can open their own account. You can always transfer points to and from accounts in 1,000 point increments when it's in conjunction with ordering a Marriott Reward certificate. A signed point transfer form is required for this transaction.
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31. Can a Marriott Rewards account be held in a company’s name?
The Marriott Rewards program is an individual program. We do not offer joint or corporate accounts.

If your company would like to have their employees join the Marriott Rewards Program, each employee can enroll by going to our website at: https://marriott.com/rewards/createAccount/createAccountPage1.mi, or by calling our enrollment line at 1-800-367-6453.
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32. Can my family members use my points?
Yes, you can use your points to cover rooms for family members, although you cannot complete the transaction on Marriott.com. 

Instead, please contact a representative at 1-888-236-2427 if calling from the U.S. or Canada, or contact one of our Worldwide Reservation Centers.  We would be happy to help you order a Marriott Rewards certificate for a family member.
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33. Can I buy/purchase points?
Yes. A member may purchase or receive as a gift a combined maximum of 50,000 points per calendar year. Points may be purchased at the rate of $12.50 per 1,000 points. This charge can be placed on the credit card of your choice.

Purchase or Gift Points >>   
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34. How do I redeem my points for merchandise?
Marriott Rewards points can be used to purchase electronics, accessories, sporting goods and even gift cards - from all of your favorite brands from all over the world.  Click the link below for Marriott Rewards Merchandise & Gift Cards.

Shop Now!
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35. How do I use a Marriott Rewards travel package?
Travel Packages come in three parts:  
  1. Hotel Certificate: The hotel you want to stay in will determine the package you request. We have packages available for categories 1-5, 6 and 7. The hotel certificates are for seven nights, and must be used for 7 consecutive nights at the same property.

    To determine a hotel's category, go to Marriott.com. Enter the city, state and country information to look up any Marriott brand hotel or to find out the requirements for a free stay using points. When you get to the homepage for the hotel, click on “Marriott Rewards Category”. A grid will appear displaying the hotel category number.
  2. Airline Miles: Contact your airline regarding how many miles will be needed for your intended flight and to check availability. Order the package that best fits your mileage needs. Marriott will apply the miles to your frequent flyer account for the airline you requested. Once miles are applied, the transaction is final.

    The miles must be sent to a frequent flyer account matching the name on the Marriott Rewards account. Miles may not be split between two airlines or airline accounts.
  3. Hertz Rental Certificate: You'll receive a coupon for 25% off your Hertz rental. Contact Hertz for availability and any questions regarding restrictions.
Each of the three portions of the Travel Packages may be used on separate occasions or together for one trip.
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36. Do I get credit if I pre-paid through an online agency?
Prepaid wholesale rates booked through 3rd party online retailers are not eligible for points, miles or Elite night credit, including but not limited to Priceline.com, Hotwire.com, Expedia.com, Orbitz.com, Travelocity.com, Hotels.com, etc. Wholesale packages and series tours are not eligible for points.
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37. What is the definition of a "stay."
A "hotel stay" or "stay" is defined as the total of  consecutive nights stayed at a participating Marriott hotel, regardless of check-in/check-out activity - a person can't create multiple stays by checking in and out of the hotel. The room must  be registered in the member's name, individually billed and the member must personally stay in the room for the stay to qualify. 
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