Hotel Direct Booking Refund Email That Got Me $450 Back from Marriott

I booked directly with Marriott and needed to cancel outside the window. This polite but firm email got my money back.

Subject: Request for Goodwill Refund - Reservation #[Number]

Body: Dear Marriott Customer Relations, I had a reservation at [Property] from [Date] to [Date] that I unfortunately need to cancel due to [reason: medical emergency / flight cancellation / family issue]. I understand your cancellation policy, but I am respectfully requesting a goodwill exception. I am a [Tier] Bonvoy member and have stayed with Marriott [X] times in the past year. I have attached documentation of my situation. I would be grateful if you could process a refund as a one-time courtesy. Thank you for your understanding.

Hotels have discretion to make exceptions for loyal customers. Mentioning your loyalty status and being polite increases your chances dramatically. The key is to ask for a "goodwill exception" specifically, as this triggers a different internal process than a standard cancellation request.