Hurricane Preparedness Resources


Franchise Management Companies | The safety of guests and associates is always a top priority for Marriott International. Forecasters are predicting between nine and 15 named storms in the Atlantic this season, of which four to eight are expected to reach hurricane strength and two to four could become major events with winds of more than 111 mph. To serve as a reminder, please refer to a number of resources and policies related to crisis preparedness:

  • Updating Hotel Status of Business Operations
  • Anti-Price-Gouging Laws
  • Policies: Leniency with Hotel Pet Policy, Cancellation Fees and Resort/Amenity Fees
  • Media Relations Support

All decisions relating to hurricane preparation at your hotel(s) should be made solely by your franchisee, management company or hotel leadership.

BUSINESS OPERATIONS
In the event of a crisis or incident that impacts the hotel’s operations, information in the Property Status Update Tool (PSUT)  is used to publish emergency messages on Marriott.com on the hotel’s behalf, update MARSHA inventory, ensure Marriott’s Customer Engagement Centers (CEC) associates can answer guests’ questions about a hotel’s status, including cancellation policies, and alert appropriate Marriott International support resources.

The tool has been enhanced to provide improved functionality including use on a mobile device if there is not easy access to a computer. However, if a hotel is unable to access the PSUT, property status can be updated using the following:

Email: salesservices@marriott.com
Phone: (402) 390-1680

ANTI-PRICE-GOUGING LAWS

All hotels are reminded about appropriate pricing during times of natural disaster. Many states and municipalities have anti-price-gouging laws to protect consumers during such times. In addition, instituting significant room rate increases could tarnish Marriott’s brand image. You are encouraged to consult with your company’s revenue management experts and legal counsel for advice. 

POLICY CONSIDERATIONS
While Marriott International typically does not support changing policies based on specific events, in this circumstance, we encourage hotels to consider leniency with some of Marriott International’s standards.

PET POLICY
During these extraordinary circumstances, many families can be displaced from their homes. Hotels that do not allow pets should consider waiving this policy by allowing guests to bring their pets into the hotel, as appropriate.

CANCELLATION POLICY 
Under these circumstances, hotels in areas impacted by a storm are encouraged to consider waiving cancellation and early departure fees.

RESORT/DESTINATION/AMENITY FEE POLICY
This fee policy is based on delivering specific amenities or services and charging for those services. If these services or amenities are not available, the resort fee should be suspended until the hotel is able to provide the amenity/service and communicate policy changes to the guest. If circumstances allow the hotel to still provide the amenity/service, hotels may continue to charge the fee. Be thoughtful in your application of the resort fee under these special circumstances.

MEDIA RELATIONS
Media relations tools and guidelines are available on MGS. Franchised properties are reminded to seek management company approval on hotel media statements and strategies.

CRISIS MANAGEMENT
Resources are available on the Crisis Management MGS page, which is accessible via ready.marriott.com. If you experience a significant incident requiring assistance or notification of Marriott Risk Management/Global Safety & Security, call 1-888-8CRISIS.