Researching and booking packages
Q:
What is Vacations by Marriott?
A: Marriott has partnered with The Mark Travel Corporation (TMTC) to bring you Vacations by Marriott, which allows you to travel around the world by packaging our great Marriott hotel rates with discounted flights and car rentals.
As a special benefit, if you are a Marriott Rewards member, you will receive 5,000 bonus Marriott Rewards points after booking and completing your Vacations by Marriott package.
Q:
Why should I book a vacation package instead of booking my flight, hotel, and car separately?
A: Savings and convenience. Bundling our great hotel rates with discounted flights and car rental rates typically will cost less than booking each component separately. Plus, you can plan and purchase your entire trip in one convenient transaction.
Q:
Am I booking this package directly with Marriott?
A: No. Vacations by Marriott has partnered with a third-party company (TMTC) that specializes in bundling our great hotels with other travel components to create packages.
Q:
Will I be staying at a Marriott Vacations Club property?
A: Vacation Club properties will be indicated in the hotel description. However, please note that the majority of the hotels offered by Vacations by Marriott are not Vacation Club properties.
Q:
How do I find current promotion codes?
A: You may find promotional codes in your monthly Marriott Rewards email communication. If you are not currently a Marriott Rewards member, visit www.marriottrewards.com and click Join Now to sign up.
Enter your promotion code on the main search page.
Q:
Why do I have to provide the children's ages?
A: We require children's ages to correctly calculate the price for some add-ons you may request on your reservation. This information will also be held on record with the reservation.
Q:
Why is the Marriott hotel I want not listed?
A: Your preferred hotel may not appear because it may not be available for the travel dates you specified. If the hotel is sold out for even one of the travel dates, it does not appear in the list.
If you feel strongly about a particular hotel, you can change your travel date in the New Search box, or check back frequently to see if availability has changed for your preferred hotel.
Q:
Why did the reservation automatically change the dates of my hotel stay?
A: When you select a flight pair on the Select Your Flight screen, note the flight times. Some flights arrive the day after you depart (for example, red-eye flights). If you select a departing flight that has a different-day arrival, an advisory message appears on the screen. When you click Checkout, Vacations by Marriott automatically reduces the hotel stay dates and re-prices the package to reflect your actual length of stay. If the advisory message does not appear, Vacations by Marriott does not consider the package a different-day arrival and does not adjust the dates or prices.
Q:
How do I know my reservation is confirmed?
A: After you click Complete Booking, a confirmation number appears at the top of the confirmation screen. It may take several minutes for the confirmation screen to appear. Only click Complete Booking one time, and do not stop or leave the website prior to receiving your confirmation number. If you click the stop button and then click Complete Booking again, you may confirm the reservation more than once and incur double charges on your credit card. After you confirm the reservation, you automatically receive an email confirmation within 24 hours.
Q:
What documents will I receive after I confirm my reservation?
A: When you book a package, all travel documents you receive are electronic. After you confirm the reservation, you immediately receive an e-travel confirmation. This e-travel confirmation verifies the travel components you selected when you book the reservation.
Within three days, Vacations by Marriott emails you an e-travel document. The e-travel document can include confirmation numbers, destination information, dining options, contact information, and policies. If the scheduled departure date is within two days of booking (including reservations with next-day departure), Vacations by Marriott automatically emails the e-travel document on the evening of the same day you book the reservation.
You will also receive an e-ticket for most Vacations by Marriott flight reservations. However, some international flights may require paper tickets. If e-tickets are not available, paper tickets will be issued and mailed to you.
If there are changes to the flight component (for example, flight times or flight numbers), Vacations by Marriott automatically updates the reservation to include the new flight information. You then receive an updated e-travel confirmation.
Q:
Can I use my Marriott Rewards points, Marriott gift cards or frequent flyer miles to purchase a package?
A: No. You cannot use Marriott Rewards points, Marriott gift cards or frequent flyer miles to purchase Vacations by Marriott packages.
Q:
How do I book more than one hotel room?
A: You can select the number of rooms (four maximum) you need from the Rooms drop-down menu on the main search page. You will then have to select the number of adults and children in each room.
Q:
Can I rent a car or stay at the hotel for only part of my package?
A: Yes. You can adjust the amount of days needed for your car rental and/or hotel reservation. Click on advanced search and enter your desired dates for these travel components.
Q:
Can I book first class or business class airline tickets?
A: Yes. Select your class option from the Cabin preference drop-down menu in the More Options section on the main search page.
Q:
Do I need to purchase an airline ticket for an infant?
A: For flights within the United States, infants under two years old at the time of travel may fly in the lap of an adult without requiring the purchase of a separate ticket. For flights outside of the United States, you must purchase a separate ticket for all travelers, regardless of age.
Pricing, Payments, and penalties
Q:
How do I apply payments?
A: You apply payment when you confirm your reservation on Step 3 of the checkout process. You must pay the full amount to confirm the reservation.
Q:
Can I use more than one credit card to apply payment?
A: Yes. Select the number of credit cards you want to use from the drop-down menu on Step 3 of the checkout process. The screen automatically refreshes to display the multiple payment sections.
Q:
What happens when the website rejects my credit card?
A: The website rejects a credit card if you enter the wrong information, enter an invalid credit card, or the credit card exceeded its limit. If one of those situations occurs, an error message appears on the screen. If the card you are currently using is expired or over its limit, try using a different credit card. If you do not receive an email confirmation within 24 hours of purchase or if you continue to have problems, contact Customer Care at 1-800-210-8368.
Q:
What charges will appear on my credit card statement?
A: Depending on the travel components and the travel suppliers in your package, you will either see one charge for the full amount of your package from Vacations by Marriott, or separate charges (equal to the full package amount) from the airline supplier and Vacations by Marriott. You will be charged at the time of booking for the entire cost of your package.
Q:
Are payments processed on a secure server? How do I know?
A: Yes, all payments process through a secure server. The VeriSign Secured icon that appears on the screen signifies a secure purchase. You can also see the "secure" URL displayed briefly on the bottom left of the screen immediately after you click Complete Booking.
Q:
What surcharges will I have to pay?
A: Your final package price may include surcharges, such as airport facility charges, federal taxes, departure taxes, passenger facility charges, government fees, and fuel price surcharges. Often, surcharges are taxes and fees imposed by the U.S. or foreign government regulations. You can select certain taxes & fees to review a description of taxes and fees included and excluded from your package price.
Q:
How do I know what the package price includes?
A: When you search for a package, the availability prices always include the combined hotel and flight prices, feature prices, fees, and all applicable flight and hotel taxes. Vacations by Marriott does not add any surprise taxes or fees to the flight and hotel package prices when you confirm the reservation.
However, certain rental car taxes and fees may be due directly to the rental car company when you pick up your car. You may also be responsible for baggage fees, payable to the airline when you check in. Click the Additional baggage charges link at the top of the flight availability page to view up-to-date airline baggage fees.
Q:
Is transportation between the airport and hotel included in the package price?
A: Vacations by Marriott offers airport transfers as an optional feature for select locations. You need to click View Add-ons on Step 1 of the checkout process, and then select your desired transfer to add it to your itinerary. Vacations by Marriott also offers car rentals at select U.S. locations. Select Cars from any availability page to search for a car. You can also select View Cars on Step 1 of the checkout process, if available.
You must be at least 25 years old to rent a car, except where state law indicates otherwise.
Q:
Will the price of my package change after I confirm it?
A: No. After you apply payment and confirm your reservation, the final price does not change.
Issues, errors, and general support
Q:
I was in the middle of confirming a reservation when my computer froze. What should I do now?
A: If the reservation confirmation screen did not appear before you were disconnected, then the website probably did not have an opportunity to complete your reservation. To verify this, contact Customer Care at 1-800-210-8368 or customerservice@gomarriottvacations.com.
Q:
I did not receive a confirmation e-mail; what should I do?
A: You will receive an email confirmation within 24 hours of purchase. If you did not receive an email confirmation within that time frame, please check your junk/spam e-mail folder. You can also contact Customer Care at 1-800-210-8368 or customerservice@gomarriottvacations.com.
Q:
How do I report errors?
A: Contact Customer Care at 1-800-210-8368 or customerservice@gomarriottvacations.com. When reporting an error, include the error message you received and the reservation information.
Q:
Will I earn Marriott Rewards points and/or frequent flyer miles?
A: Yes, if you are a Marriott Rewards member. Marriott Rewards members receive 5,000 Marriott Rewards points when booking a Vacations by Marriott package and completing their stay. You receive these points for each made and completed booking with Vacations by Marriott. Points are not based on the hotel price and elite night credit is not applicable. You must enter your Marriott Rewards number at the time of booking. Additional Marriott Rewards points can be earned on incidentals such as in-room entertainment, food & beverage, etc.
Eligibility for earning frequent flyer miles is determined by the rules and restrictions of the selected airline's frequent flyer program.
Q:
How do I confirm my reservation?
A: Locate your package confirmation number (the number will end in either J1 or J2) in the confirmation email that you received at the time of booking and contact Customer Care at 1-800-210-8368.
Q:
How do I make changes to or cancel my reservation?
A: Contact Customer Care at 1-800-210-8368 or customerservice@gomarriottvacations.com to change a reservation.
Q:
Who do I contact if I need support or personal assistance?
A: Contact Customer Care at 1-800-210-8368 or customerservice@gomarriottvacations.com if you need support or personal assistance.
Q:
Where can I find your terms and conditions?
A: You can click Terms & Conditions on the bottom of any screen to review Vacations by Marriott's terms and conditions about your package.
Q:
Do you accommodate physically challenged travelers?
A: Please check the hotel profile for your desired Marriott hotel or resort for information about the number of available handicap rooms. Select the name of the hotel anywhere in the booking process or select the name on Step 1 of the checkout process to view the hotel profile for that property. If you do not find the information you are looking for or if you need to request special arrangements for a physically challenged traveler, contact Customer Care at 1-800-210-8368 or customerservice@gomarriottvacations.com. You may also contact your Marriott hotel directly.
Q:
What forms of identification do I need when I travel?
A: When you travel, you are required to provide identification to verify your identity, as well as that of any of your traveling companions. For domestic travel (inside the U.S.), you need to carry a non-expired government-issued photo ID (for example, a U.S. driver's license) that matches the name on the reservation.
For U.S. citizens, during international travel, acceptable forms of proof of citizenship include:
- Valid passport
- Certified, state-issued (not hospital-issued) birth certificate with a raised seal and a government-issued photo ID
- Certified naturalization certificate and a government-issued photo ID
Note: Due to rapidly changing travel requirements, please contact your local U.S. Passport office for the most recent updates.
Married or divorced individuals traveling under any name other than that printed on their travel documentation must supply a marriage license and/or divorce decree (a copy is acceptable). In addition, special requirements apply to children traveling with only one parent or without parents.
Q:
Can I add passengers to a confirmed reservation?
A: You cannot add passengers to a confirmed reservation online. Please contact Customer Care at 1-800-210-8368 or customerservice@gomarriottvacations.com.
Q:
Will my email address be used for marketing purposes?
A: When you submit your email address to us, you may receive future email offers from Vacations by Marriott. You can visit our Privacy Policy at the bottom of this page for details about how to opt out from receiving any of these special offers and promotions.
Your information will not be sold to any third-party affiliates.