Numerous reports have surfaced regarding improper redemption fees being added at Marriott properties—find out how to check if you’ve been impacted.

Since 2021, TPG has been hearing from readers about incorrect redemption fees on certain stays booked with points or free night certificates from the Marriott Bonvoy program.

Sadly, we continue to receive feedback from readers about more properties imposing these charges.

In essence, if you've used Marriott points (or redeemed certificates) for a hotel stay recently, it's important to review your bills to verify that you weren't mistakenly charged. If you were, you should qualify for a refund of those surcharges and any related taxes.

Here’s everything we currently know—including steps you can take if you've been charged.

An overview of the newly introduced charges.

As mentioned earlier, there have been numerous cases where readers of TPG were mistakenly billed for the ability to book award stays with Marriott. In these cases, using points or certificates resulted in a charge labeled "Rm Chrg — Reward Redemption" on the final bill for each night of their stay.

It's crucial to clarify that these charges are not resort or destination fees.

Although Marriott typically does not waive these fees on award stays, they are legitimate charges — though they are often unpopular among travelers. Moreover, resort fees are generally visible on the final booking screen.

Finally, the reports also contrast with the situation at certain resorts in the summer of 2021, when three properties were promoting "Marriott Bonvoy redemption fees" on award stays that were clearly inconsistent with Marriott's terms and conditions.

These fees are attributed to a "clerical error by the property," according to a Marriott spokesperson's email to TPG. You should be able to get them reversed at the front desk or by contacting the hotel after your stay.

Where have we encountered these additional charges from Marriott?

This concern was first brought to TPG's attention in mid-2021 by a reader who used points to stay at the Perry Lane Hotel in Savannah, Georgia — a part of Marriott's Luxury Collection. She reserved a three-night stay (one night paid in cash and the other two with points), but upon reviewing her bill after checking out, she was taken aback to find two charges of $129 each (labeled "Rm Chrg — Reward Redemption") for the award nights.

The screenshot above clearly displays the $32 "Destination Amenity Fee" alongside the extra redemption charge.

Just a few weeks later, another report regarding these surcharges surfaced. This time, TPG reader Shannon stayed for two nights at the Westin Kansas City at Crown Center in Kansas City, Missouri, and faced two charges of $53 each.

In December 2021, TPG reader Nicholas also noticed a fee ($37) charged when he redeemed points at the Sheraton Springfield Monarch Place in Springfield, Massachusetts.

Unfortunately, reports of these charges have continued to come in, with instances occurring as recently as this month.

In 2024 alone, TPG has received reports from readers about these incorrect charges at the following locations:

• Sheraton Sioux Falls
• Le Meridien Dallas by the Galleria
• Element Arundel Mills
• Element St. Louis Midtown
• Sheraton Suites Wilmington Downtown
• Aloft New Orleans Downtown
• Four Points by Sheraton Nashville Airport
• Sheraton Salt Lake City
• Sheraton Kansas City Hotel at Crown Center
• Sheraton Overland Park Hotel at the Convention Center
• The Westin Wilmington

In every instance, the additional fee was consistently described as ("Rm Chrg — Reward Redemption"), which clearly indicates that it is not a standard resort fee.

According to a statement from a Marriott spokesperson, these charges are unequivocally incorrect:

This situation is usually the result of a clerical error by the property... If this happens, members should reach out to the front desk or the manager on duty to have it rectified and removed from their bill.

Although Marriott did not specify the nature of these charges, industry experts informed TPG that they are likely tied to the fee that Marriott corporate pays the hotel for the award stay.

After we published an update on this issue in June 2022, management at the Renaissance St. Elm Dallas Downtown contacted TPG, stating they had no prior knowledge of this error until reading the article:

We were previously unaware of this issue, and upon discovering it through this article, we found that there was indeed a clerical mistake on several folios. We are addressing this immediately and issuing credits to anyone who was incorrectly charged. We sincerely apologize to our guests for the oversight.

Fortunately, you should be able to receive a refund for these charges.

How to review your own stays

If you've redeemed points at a Marriott property in the past few years, it’s wise to check your folios and ensure these charges don’t show up. You can sift through your emails, but it’s also possible to do this using the Marriott Bonvoy app:

1. Launch the Marriott Bonvoy app (and log in if needed).
2. Select "Account" at the bottom right, then choose "Account Activity."
3. Adjust the filter at the top from "All Types" to "Hotel Stays" to view only your completed stays.
4. Tap on the relevant stay and then click "Hotel Bill" for a detailed charge breakdown.

Unfortunately, online receipts are only accessible for stays completed in recent months, so you might need to cross-check your emails and credit card statements for details from older stays.

Alternatively, you can go to the "Contact Us" page on Marriott's website to request a receipt for any stay within the last year. Choose "Copy of Hotel Bill" from the drop-down menu, fill in your stay details (including a required comment), and then click "Submit."

What should you do if Marriott charged you a fee?

If you discover a surcharge for redeeming your points, your first step should be to reach out to the specific hotel. Aim to connect with the financial office or billing department, and come prepared with all relevant reservation details — including your confirmation number and the dates of your stay.

If that doesn't yield results, you should escalate the matter to Marriott Bonvoy customer service. I recommend starting with the online form, as this will automatically create (and email you) a case number for your inquiry, allowing you to track it if you eventually need to call.

Here’s how to fill out that form:

1. Visit the "Contact Us" page on Marriott's website.
2. Choose "Compliments/Concerns About a Stay" from the drop-down menu, then select "Concern."
3. From the "Question/Issue Sub-Topic" menu, pick "Billing Accuracy."
4. Locate your hotel, then enter your stay details — including your confirmation number and thorough comments about the charge.
5. Click "Submit."

This serves as a real-life reminder of why it’s essential to thoroughly review your hotel bills before checking out. It's generally much easier to correct an error right away than after you've left.

I want to emphasize once more that this does not apply to charges labeled as resort, destination, or amenity fees. This advice is specifically for guests who notice a line item labeled "Rm Chrg — Reward Redemption" on their bill for stays booked with Marriott points or certificates.

Bottom line

Using hotel points can be an excellent way to save on travel expenses, particularly when cash prices skyrocket during peak travel times. However, several TPG readers have reported incorrect redemption surcharges during specific stays at Marriott Bonvoy properties over the past few years.

If you recently redeemed Marriott points for a stay, you might have been mistakenly charged a fee for that redemption. Fortunately, this issue is not a change in the Bonvoy program, but rather a clerical error at certain properties.

If you encounter a charge like this, notify hotel management right away — and if you have already checked out, contact the property’s billing department to request a refund.

We’d also like to hear about your experiences with these incorrect fees, so please email us at [email protected] with a screenshot or attachment of your hotel bill displaying the charge.