Coronavirus Hotel Guidance
| mi360 has temporarily suspended publication as of April 3, 2020. Important information will be communicated to owners, franchisees and franchise management companies through other channels including a weekly Americas Update email and Franchise Management Company webinar. For the latest information and resources related to Coronavirus/COVID-19 preparedness and response, visit our comprehensive Coronavirus/COVID-19 global resources page on MGS. Click on your region-specific page to view additional resources, and “follow” these pages to stay current on latest publications. |
Updated 4/2/20 | Marriott International has been closely monitoring the Center for Disease Control and Prevention and World Health Organization’s statements and associated guidelines, as well as guidance from local health departments, regarding the outbreak caused by the coronavirus disease 2019 (COVID-19). The wellbeing of guests and associates is of paramount importance. We are committed to providing stakeholders with information and resources available.
For the latest information and resources related to Coronavirus/COVID-19 preparedness and response, visit our comprehensive Coronavirus/COVID-19 global resources page on MGS. Link to your region-specific page to view resources including:
- Operations Alerts
- Communications Resources
- Engineering Resources
- Global Quality Resources
- HR Guidance
- Information Technology Guidance
- Operations Guidance
- Sales, Marketing & Revenue Management Guidance
- Segment & Brand Specific Guidance
Also, utilize the following resources:
- Call the Crisis Hotline (1-888-8CRISIS) for urgent matters that require an immediate response to a situation that may be unfolding at your hotel.
- Send non-urgent questions to ready@marriott.com. This new email will help centralize messages and expedite responses to inquiries.
Our Cancellation Policy:
- 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.
- 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 here
. - 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.com.
- 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.
Important Communications
Update Regarding the Coronavirus Aid, Relief and Economic Security (CARES) Act(March 27)
A Video Message from Arne Sorenson (March 19)
A Message from Arne Sorenson – COVID-19: Standing with Our Owners & Franchise Management Companies (March 13)
A Message from Our CEO – Our Top Priority: You, Our Guests (March 13)
