How to handle hotel overbooking and walk compensation

Which terms govern a Marriott Bonvoy booking?

Marriott Bonvoy is described in its Program Rules as the loyalty programme of Marriott International, Inc. and its subsidiaries, including Marriott Rewards, LLC and Preferred Guest, Inc., and the Program Rules together with policies and terms incorporated by reference form the rules of the programme. [1] A member accepts those rules by opening an account, using the membership number, earning or redeeming points, awards or other benefits, or otherwise taking part in the programme, and the most current version replaces all earlier terms. [1]

Participating properties take part subject to the Program Rules, any applicable supplemental terms, and property- or brand-specific limitations, and the rules state that specific benefits, amenities, offers, awards and services may not be available at properties that participate in a limited or unique capacity. [1]

Members with Chinese citizenship residing in Chinese mainland are covered by special terms: where those terms conflict with other provisions, the special terms prevail, and disputes arising out of or relating to the programme or the rules are governed by the laws of the People's Republic of China. [1]

What do the terms say about guarantees and liability?

The rules contain a force majeure provision: except as otherwise required by applicable law, the Company is not liable for any delay, failure, interruption, cancellation, modification or unavailability of programme features, awards, benefits, guarantees, services or transactions caused by events beyond its reasonable control. [1] The same provision adds that where a participating property is affected by such an event, applicable benefits, guarantees, awards, services or other programme features may be modified, suspended, unavailable or ineligible without liability. [1]

Separately, the rules limit liability for direct, indirect, special, exemplary, punitive, incidental and consequential damages of any kind, whether based in contract, tort or otherwise, arising out of or connected with the programme, the rules or the Company's operation of the programme. [1]

The Company also reserves the right to change, limit, modify, supplement, amend, suspend or cancel the programme, the rules, partner participation, earning and redemption structures, redemption levels, award availability, and the rules for earning, redeeming, retaining, transferring or forfeiting points and awards, with or without notice, even where a change affects the value of points or the ability to obtain certain awards or benefits. [1] Members accept any change by continuing to take part after it takes effect. [1]

What happens if the property leaves the programme?

If a participating property or participating brand exits the programme, the rules state that a member will not earn points or qualifying nights for elite status for stays at that property, and that any awards, other promotions and special offers are no longer valid after the date the property exited, even if the reservation for the stay was made before that date. [1]

How are folio charges, points and nights handled after a disrupted stay?

Qualifying Charges are defined as charges a member incurs as the registered guest during a stay in a guest room at a participating property, recorded on that member's folio, together with up to two additional guest rooms with the same check-in and check-out dates, provided the membership number was given at reservation or check-in, the member stays in one of the reserved rooms as a registered guest and the member pays the charges. [1] The rules define Qualifying Charges by reference to charges recorded on the member's folio, so see the hotel folio and billing checklist.

Missing-credit requests for eligible points, miles, qualifying nights, qualifying stays, qualifying events or other qualifying charges must reach the programme within one year of the applicable activity, subject to any timing, documentation and property- or programme-specific requirements; new members may request credit for eligible activity completed in the 30 days before enrolment if the request is made within that year. [1]

Members may contact Member Support with questions about the programme, the rules, account access, communications or support needs. [1]

What are the exceptions and limits?

• Statutory rights are carved out. For members with Chinese citizenship residing in Chinese mainland, the limitation of liability does not apply to liabilities that may not be excluded or limited under applicable law, including statutory liabilities for personal injury, or property damage caused by the willful misconduct or gross negligence of the operator. [1]
• The force majeure provision is conditional. It applies "except as otherwise required by applicable law", so a legal requirement in the relevant market sits ahead of it. [1]
• Company discretion. All interpretations of the rules and all programme decisions, calculations, corrections, adjustments, determinations and transactions are at the Company's sole discretion and final, subject to applicable law. [1]
• How disputes are run. Disputes, claims and causes of action are resolved individually and not as part of any class, consolidated, private attorney general or representative action, and the Company and member each waive any right to a jury trial where such a right exists, with the governing-law and venue provisions of the rules or other incorporated terms applying. [1]

Frequently asked questions

Are guarantees affected if a property is hit by an event outside the programme's control?

The rules say that where a participating property is affected by an event beyond the Company's reasonable control, applicable benefits, guarantees, awards, services or other programme features may be modified, suspended, unavailable or ineligible without liability. [1]

Which law applies to a dispute about a Marriott Bonvoy booking?

For members with Chinese citizenship residing in Chinese mainland, disputes arising out of or relating to the programme or the rules are governed by the laws of the People's Republic of China, and their special terms prevail over conflicting provisions. [1] For other disputes, the governing-law and venue provisions of the rules or other incorporated terms apply. [1]

How long do I have to chase missing points or nights after a disrupted stay?

Missing-credit requests must be received within one year of the applicable activity, subject to documentation and property- or programme-specific requirements. [1]

How should I raise a problem with the programme?

Members may contact Member Support with questions about the programme, the rules, account access, communications or support needs. [1] Decisions on programme matters are at the Company's sole discretion and final, subject to applicable law. [1]

Related pages

Terms: overbooking, hotel walk, guaranteed room, the full glossary. Guides: guaranteed room benefits compared, hotel folio and billing checklist, hotel loyalty comparison checklist.

Sources

Sources accessed on 18 October 2026. Only the Marriott Bonvoy programme terms are covered here; other hotel programmes such as Hilton Honors, World of Hyatt, IHG One Rewards and Accor ALL, and the individual policies of particular properties, are outside this guide.

1. Marriott Bonvoy Loyalty Program Terms & Conditions, checked 18 October 2026