Marriott’s Loyalty Program Risk Update

Marriott has issued new guidelines for properties to be alerted to various activities that violate Bonvoy program T&Cs, which was recently shared on Reddit (access the post here).

The update’s primary concern is reservations, where the account holder tries to update the guest’s name without going through the official route (you can gift award reservations, but not certificate ones). You are NOT supposed to share your account with your partner or family members.

This update reminds me of what Marriott issued for hotels in China back in 2023:

Marriott Combating Reservations Fraud In China

Here’s the image shared on Reddit (access the post here)

Text Format:

Loyalty Program Risk | Team Introduction

• Global specialty team supporting the integrity of Marriott Bonvoy and mitigation of financial loss from fraud and abuse.
• Be alert for inbound GXP cases. The LPR team may reach out to alert on suspicious members/reservations or for assistance with investigations. If contacted, follow guidance provided.
• Properties should report suspicious activity in GXP (Job Aid).
• Visit MGS or contact LoyaltyProgramRisk@marriott.com.

3 Primary Types of Bonvoy Fraud

1. Account Takeover/Stolen Points
2. Member Abuse of Terms & Conditions
3. Associate Abuse

Marriott Bonvoy Fraud Prevention | Best Practices for Hotels

Redemption Stay Reservations

• Always confirm the certificate prior to check-in. Refer to Terms & Conditions 3.1C.
• Name changes on award redemption reservations should not be made by the property.
• Member Support now requires members in US & Canada to verify a one-time passcode via email or phone for changes to redemption reservations within 48 hours of check-in. If a hotel adds/changes the name on a redemption reservation they might be overriding account security protocols.
• Gifted redemption reservations not in the member’s name should have an M8 code.
• If the M8 code is missing, the member should contact Member Support and update with an M8 code.

Paid Stay Compliance

• If you receive a request to change the name on a reservation, remove the Bonvoy number and collect a method of payment from the guest checking in.

Unauthorized Activity Reported by Member

• Cancel unauthorized reservations without penalty or refund member if needed.
• Require in-house guests to provide ID and MOP and/or follow hotel removal process.
• Ask member to report via the Marriott Bonvoy Suspicious Activity Portal which can be accessed in the Help section of MarriottBonvoy.com.
• Ask the member to reset their account password.

Mobile Check-In & Mobile Key

• Follow the 3-step validation process outlined in Stop by the Desk guidance and confirm “past stay history” requirement for standard members.
• Enhanced systematic risk evaluation may send select guests to the front desk after requesting a mobile key. Ensure ID is verified and a payment method is secured.
• Utilize Chargeback Guarantee Program (US/Can).
• Rates that require an ID should be verified before extending a Mobile Key. For example: Government, Explore, Corporate, etc.

Explore Rate Validation

• Always validate Explore Rate reservations. Authorization forms should be verified using www.MarriottForms.com.
  The name of the guest must match the authorization and should not be expired.
• Name changes/additions to Explore Rate reservations should be made with caution. Changes can be made via mobile chat or call to hotel if the guest authorized to use the Explore Rate presents ID and is verified during check-in.

No-Show Market Code Validation

• Update market code to GNS if the reservation is a No-Show.

Other Support & Documentation

• Create a Property Guest Experience case to document potentially inappropriate activity such as service disputes, use of inappropriate words, etc).
• Hotels may also initiate their property specific banning process or contact Marriott’s Office of Consumer Affairs for support.

Be Alert! Suspicious mobile chats or phone calls requesting name changes or additions just prior to check-in should require an ID and method of payment at the front desk (paid stays only – exclude redemption stays). Do not extend Mobile Key for suspicious same day reservations without an ID and MOP.

Conclusion

Sharing your account with someone if you are not there is a big no-no with all loyalty programs, but several websites advocate for this and claim that it is never a problem.

The problem is that it is not a problem until it is. And when it becomes a problem, it may result in your loyalty account being suspended.

There is nothing wrong with Marriott reminding their properties how they should deal with requests that may circumvent this policy.

Source