Marriott Rewards Program Policy Compliance, Revised Brand Standard, and Fraud & Compliance Team
This message is intended for owners and franchisees of Marriott-branded (prior to Sept. 23, 2016) hotels. At this time, existing practices will continue for former Starwood-branded hotels.
Program Policy Compliance
In January 2015, we announced changes to the Rewards reimbursement rate policies to protect program integrity and financial stability, as well as to address issues related to occupancy manipulation.
In December 2015, we communicated our intent to ensure adherence to the program policy changes through property audits conducted by Marriott’s Internal Audit department.
In the first half of 2016, audits were completed and we worked with those properties to ensure compliance with company and program policies.
Revised Brand Standard
As a further demonstration of Marriott’s commitment to business integrity, Marriott has revised the Marriott Rewards and Ritz-Carlton Rewards Programs standard (OPS-FRO-100) to specifically provide as follows:
- Hotels must ensure property-specific information used in the calculation of property reimbursements (e.g., revenue and occupancy information) is accurately reported to Marriott.
- Hotels must comply with all program rules and policies, including those governing property reimbursements.
- Marriott or its authorized representative will have the right to conduct periodic data analytics and audits to ensure hotels are in compliance with such rules and policies.
- If Marriott or its authorized representative finds (a) non-compliance with such rules or policies, or (b) non-compliance with Generally Accepted Accounting Principles (“GAAP”) or with the Uniform System of Accounts for the Lodging Industry (“USALI”), which non-compliance resulted in inaccurate reporting of hotel records, then the hotel will be liable for any and all costs incurred by Marriott, its affiliates, or the program as a result of such non-compliance, including any excess property reimbursements and the costs of any audit efforts.
Marriott Rewards Fraud and Compliance Team
Marriott Rewards takes fraud of any kind very seriously. Marriott’s Fraud & Compliance team monitors activity initiated by customers, hotels and associates using a risk-based, targeted approach to identify anomalies. When contacted directly by the Fraud & Compliance team, properties should provide a timely and complete response.
The team is also available to assist hotels in addressing any questions regarding compliance with program policies. This team is dedicated to ensuring the integrity of the Rewards program and works closely with Marriott’s Global Finance, Internal Audit and Legal disciplines.
The expertise of this team should serve as a valuable resource for hotels who may reach out with Rewards compliance- or fraud-related inquiries. Contact information for the Fraud & Compliance Team is below:
- Phone – 801-832-4500
- Email – hgasl.account.auditors@marriott.com
Additionally, examples of common issues handled by this team can be viewed here.
We appreciate your support of Marriott’s standards of business integrity.
