Escalate right up the chain in Marriott corporate if the hotel and front line customer service are not helping any. IT is absurd to claim that the refundable policy does not apply to franchises, since the vast majority of Marriott are owned and operated by a 3rd party/franchise and NOT by Marriott. As someone else said, Marriott's goal is not to own properties.

I suggest contacting Elliott Advocacy also for assistance. If you don't want to go that route, send a letter to the corporate offices. And yes before somebody complaints that I posted this, these names and info are available publicly on the internet.

Primary Contact
Shannon Mistretta-Colo
Vice President, Specialty Services
10400 Fernwood Rd.
Bethesda, MD 20817
[email protected]

Secondary Contact
Jodie Larson
Director, Specialty Services

[email protected]