Hotel Excellence! FAQs

Update Oct. 2021:  All agencies that qualified as Preferred Travel Agencies (PTAs) in 2020 have had their PTA status extended through March 31, 2022, and their Hotel Excellence! dashboard will continue to reflect eligibility status for 2021, which is now inclusive of January – March 2022. Agencies whose Hotel Excellence! dashboard indicates that they are Standard continue to have the ability to complete the requirements to become a Preferred Travel Agency location and enjoy the associated benefits.

Preferred Travel Agency Program (PTA) & Recertification

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Marriott’s Preferred Travel Agency (PTA) Program was created to recognize and support travel agencies that demonstrate a commitment to selling Marriott hotels and to the Hotel Excellence! training program. Travel agencies that meet the PTA criteria receive a 10% commission for all transient commissions paid.

Created in 1999, the PTA program has two criteria: 1) an agency owner or manager must electronically agree to the terms of being a Preferred Travel Agency; and 2) have at least one consultant within an IATA/ARC/TIDS/CLIA location successfully complete the Hotel Excellence! Core training program, the current year’s annual Continuing Education requirement, and review/update their personal profile.

Agencies not fulfilling all the criteria will be a Standard Travel Agency with Marriott and will be paid an 8% commission on all transient commissionable bookings.

Design Hotels, Homes & Villas by Marriott and The Ritz-Carlton Yacht Collection do not currently participate in the program.

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Annually, an agency owner/manager must: 1) agree to the terms of being a Preferred Travel Agency and update their personal profile; and 2) have at least one qualified graduate of Marriott’s Hotel Excellence! training program that includes the “Core” training and the annual Continuing Education training for the current year. Agencies that have not met both criteria by December 31st of each year will default to Standard Travel Agency status on January 1 of the following year. Travel agency owners/managers can view their Preferred Travel Agency status on their Dashboard at https://hotelexcellence.marriott.com. Fulfillment of these requirements must be met for each agency IATA/ARC/CLIA/TIDS number. Please note, by registering or updating your profile, you agree that we may provide your agency owner with your Hotel Excellence! graduation status as it relates to your agency maintaining their Preferred Travel Agency status and benefits.

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PTA status is valid for one calendar year. Agencies must act by December 31st of any given year to maintain their status for the following year. Annual recertification requirements are communicated via the email provided by the agency owner/manager in sufficient time for the criteria to be met by December 31st. However, each agency owner/manager should log in to their Hotel Excellence! account before December 31st to ensure all action steps for the next year’s PTA status have been met.

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The PTA program was created to recognize and support agencies that demonstrate a commitment to selling hotels, and to Marriott’s Hotel Excellence! program. In addition, we ask PTAs to treat Marriott at the point of sale at least as favorably as any other hotel chain for which each ARC/IATA/TIDS/CLIA location makes reservations.

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If an agency does not fulfill the PTA criteria by December 31st of each year, they will default to Standard Travel Agency status and receive an 8% commission on all transient commissionable reservations until such time as the requirements have been fulfilled.

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If the December 31st deadline is missed, agencies can recertify at any time during the following calendar year. However, any lapse in PTA criteria will change an agency’s status to Standard Travel Agency with an 8% commission. Once the PTA criteria has been met, Marriott will elevate the agency to Preferred Travel Agency status and 10% commission will be paid from that point forward on all transient commissionable reservations through December 31st of the calendar year, provided these requirements are maintained.

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Marriott will send three email reminders per year to the email address on file for the Preferred Travel Agency owner/manager before the current year’s recertification deadline of December 31st and it is the responsibility of the owner/manager to have a valid email address in their profile. It is the responsibility of the agency owner/manager to log in to their Hotel Excellence! account before December 31st to ensure all action steps for the next year’s PTA status have been met.

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Agency owners/managers should create a MI Partner Privileges profile with their email address, and attest that they are the owner/manager or other senior executive affiliated with the agency location so they can agree to the Preferred Travel Agency terms.  A verification email will be sent requesting confirmation of receipt.  Once verified, the email address will be used to communicate important information about that agency location's PTA status; therefore, it is recommended the email be updated as needed.

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Each ARC/IATA/TIDS/CLIA number must register at https://hotelexcellence.marriott.com  and agree to the PTA terms. Each ARC/IATA/TIDS/CLIA number will need to fulfill the PTA requirements as outlined in Section A, Question #2 of this document.

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Each agency owner/manager should create an account at https://hotelexcellence.marriott.com to access their Agency Dashboard. The Dashboard will clearly indicate the following: a) If a qualified graduate of the training is needed; b) whether the PTA terms have been agreed to; c) whether the agency is “Preferred” or “Standard”; and d) the status of the agency’s Fam-Tastic benefits (more on Fam-Tastic below).

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No. The Preferred Travel Agency program applies only to commissionable transient bookings. Group commissions will be paid in accordance with the signed Group Sales Agreement.

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Click here to link to frequently asked questions regarding commissions. Click here for the commission policies and procedures

Hotel Excellence! (HE!) Training & Required Recertification

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Hotel Excellence! is an online training program, specifically designed for professional travel professionals, to help them navigate the ever-changing hotel industry and to help their clients choose hotels that best suit their needs and style. The training is accessible on a multi-device platform to allow maximum flexibility and convenience. In addition to the “Core” training, annual Continuing Education recertification training will be developed and required for eligibility for Fam-Tastic benefits. There are also supplemental modules available that are optional and allow travel professionals the opportunity to customize their learning to best fit their needs.

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In addition to the robust knowledge provided within HE!, qualified graduates gain exclusive access to Marriott’s industry-leading Fam-Tastic familiarization rate program, offering discounted rates at the majority of Marriott properties. (See the Fam-Tastic topic for more details on this exclusive program.) Graduates also receive Continuing Educations Units: 10 CEUs towards the maintenance of the Travel Institute’s CTA/CTC certification, or 8 CEUs for Association of Canadian Travel Agencies certification or 10 CLIA credits for CLIA agents.

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The training will familiarize agents with Marriott’s robust portfolio of brands and what makes each brand unique. It will also help travel consultants work more efficiently, close more sales and benefit your agency’s bottom line. This is important as the travel and tourism landscape changes, customers book travel in new ways, and new waves of travelers are emerging. More than ever before, travel agencies must demonstrate their value and expertise, and the HE! training is a smart investment for your agency. The HE! training is available at no cost and agencies who employ travel professionals that are qualified agents who have successfully completed the training are eligible to become a Marriott Preferred Travel Agency.

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Hotel Excellence! training is accessible via a new/enhanced platform. All Core, Continuing Education and optional training modules can be found via the Hotel Excellence! dashboard. Log in to https://hotelexcellence.marriott.com/home and from the top of your dashboard at the top right, click the “?” icon to view a site tour on how to access the training as well as a quick tour of other features available on your HE! dashboard.

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No. As of 2018, the training has been designed to allow travel professionals the flexibility to choose their own learning journey. To satisfy the requirements for the Core training, complete one module from the Introduction section, 2 modules from the Brands Training section and three modules from the Foundational Training section. There are also optional modules in the Supplemental Modules section to help travel professionals strengthen their industry knowledge.

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Yes. The training is accessible from most web-enabled devices and browsers (see the next FAQ of this document for the complete list). Agents can learn at their own pace by stopping and restarting the training seamlessly.

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No. The updated HE! training is accessible on the following browsers and devices. The website and training will adapt to any web-enabled device the agent is using.

Browsers: Internet Explorer versions 9 – 11 & Edge; Google Chrome; Mozilla Firefox; Safari

Devices: iPads® (except the iPad® Mini) and iPhones® (version iOS 4.2 and above); Android phones (version 2.3.3 and above); Android tablets (version 4.03 and above)

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On average, users take just under two hours to complete the Core HE! training and 30 minutes to complete the annual Continuing Education training.

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Privacy and security are a top priority for Marriott, and we know how important it is to protect your data. We've changed the sign-in process to be more secure, ensuring the highest standards of security, while streamlining your experience across all of our Intermediary Partner Program websites.

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Marriott will use your email address to send you important updates about your Hotel Excellence! recertification status. Your email address, should you opt in, will also be used to send you Reserved for You, the exclusive e-Newsletter for graduates of Hotel Excellence!. From time to time, and only upon request by your agency, Marriott may identify you to your agency as a graduate of Hotel Excellence! to confirm your agency is meeting the requirements as a Preferred Travel Agency (PTA) and receiving the PTA status and benefits.

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The statuses that display under the Core Training and Continuing Education icons update based on your completion of the training assessments at the end of each training module. The "Not Started" status on your dashboard is an indicator that the assessment was not attempted/completed. Upon successful completion of the assessment, the status under the Core/Continuing Education icon on the dashboard will update to “Completed” and a certificate displays in the HE! Curriculum pane next to the title of the completed module(s). If you do not successfully complete the assessment, the progress gauge on the HE! Curriculum pane will display at 85% complete, and the status under the Core Training/ Continuing Education icon on the dashboard will display as “Partially Completed”.

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The statuses that display under the Core Training and Continuing Education icons update based on your completion of the training assessments at the end of each training module. The "Partially Completed" status on your dashboard is an indicator that you did not pass the assessment. Upon successful completion of the assessment, the status under the Core/Continuing Education icon on the dashboard will update to “Completed” and a certificate displays in the HE! Curriculum pane next to the title of the completed module(s). If you have not successfully completed the assessment, the gauge in the HE! Curriculum pane will display at 85% complete and the status under the Core Training/ Continuing Education icons on the dashboard will remain as “Partially Completed”.

The Fam-Tastic® Program & Recertification

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The Fam-Tastic program is recognized as the industry's premier travel advisor familiarization rate program and is offered as an exclusive benefit to qualified travel consultants who have successfully completed the Hotel Excellence! Core training, completed the current year's annual Continuing Education, are employed by a valid ARC/IATA/TIDS/CLIA agency and have updated their MI Partner Privileges profile. Fam-Tastic rates allow travel advisors to familiarize themselves with Marriott's properties and brands to better recommend them to their customers.
The Fam-Tastic rate is a yieldable discounted rate which varies by brand and is subject to availability. Qualifying advisors are eligible to book Fam-Tastic stays (maximum four nights per stay) at participating hotels. Fam-Tastic rates are good for stays at thousands of participating Marriott properties in more than 130 countries and territories worldwide. Be sure to review the Terms & Conditions document located on your Hotel Excellence! dashboard.

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Travel advisors who have met ALL requirements for 2020 are eligible for 2021 Fam-Tastic rate benefits. No additional action is required.

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A maximum of 1 room per stay may be booked at the Fam-Tastic rate. Please note: you may only book each hotel once per calendar year on the Fam-Tastic rate.

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For agents associated with a US agency: an IATAN photo ID Card or CLIA EMBARC Photo ID Card. IATAN is now issuing digital cards which will also be accepted at check-in. For agents associated with an agency outside the US or for agents associated with a AAA location: a valid photo ID and a business card or employment verification letter on the letterhead of their agency.

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The Fam-Tastic Rate may be booked for a maximum of 4 nights per stay.

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Only travel professionals who have successfully completed the HE! Core training since 2014 and the current year’s annual Continuing Education requirement are eligible for the Fam-Tastic rate benefits.

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In addition to successfully completing the HE! Core training and current year’s Continuing Education training, qualified agents must access their Dashboard at https://hotelexcellence.marriott.com and update their profile information. Agents based in the United States must add a valid IATAN VER/EMBARC ID in their profile. Failure to complete each of these requirements will result in the inability to access Fam-Tastic or other HE! benefits.

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All brands across Marriott’s portfolio except Design Hotels, Homes & Villas by Marriott, and The Ritz-Carlton Yacht Collection participate in the Preferred Travel Agency Program. Please note that Fam-Tastic rates are yieldable and subject to availability.

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As soon as a travel professional’s Hotel Excellence! dashboard indicates that they are qualified for Fam-Tastic, stays can be booked immediately.

Note: Newly-registering travel consultants should allow 24 hours from creating their new HE! profile for validation by IATAN before booking their Fam-Tastic reservations.

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Fam-Tastic reservations must be made in advance and can only be made via marriott.com/travelagents. Log in with your MI Partner Privileges credentials. If you meet the requirements to qualify for the Fam-Tastic rate, the booking page will appear, and you may continue to search and book your Fam-Tastic reservation. View your Hotel Excellence! dashboard to confirm your eligibility.
Fam-Tastic reservations are not bookable via the hotel directly or through Marriott's worldwide Customer Engagement Centers.

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Once the annual Continuing Education training has launched for the upcoming year (typically in September), you must login to your dashboard and update your profile to remain eligible to book the Fam-Tastic rate for the remainder of the current calendar year. You should be able to continue with your reservation on your next attempt.

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If you need to update your name on your MI Partner Privileges profile, please email mipartnerprivileges@marriott.com or contact Intermediary Partner Care at 1-800-831-3100, Option 5, or worldwide at 1-402-390-1651, and a specialist will assist you in updating your profile to reflect your name change. The name on your profile must match the name on your IATA/IATAN/CLIA card and/or photo identification and reservation at check-in. Name changes must include supporting legal documentation, signature, date, and account email address.

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MI Partner Privileges profile name changes may take up to four hours to display the updated name when booking a new reservation. Please allow four hours before booking a new reservation on marriott.com/travelagents.

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The name, as it appears on your MI Partner Privileges profile, must match the name on your IATA/IATAN/CLIA card and/or photo identification and reservation at check-in. Please email mipartnerprivileges@marriott.com, or contact Intermediary Partner Care at 1-800-831-3100, Option 5, or worldwide at 1-402-390-1651 for assistance. They will connect you with the Fam-Tastic Rate Assistance line to change the name on your existing reservation(s).

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Please contact one of the Customer Engagement Centers via http://www.marriott.com/help/global-phone-reservation-numbers.mi, and ask to be transferred to the Fam-Tastic Rate Assistance line and a specialist will help you add/change your special request(s).

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You may add/cancel room nights and make any other changes to your reservation via www.marriott.com/travelagents. If you experience challenges or need assistance, please contact one of the Customer Engagement Centers via http://www.marriott.com/help/global-phone-reservation-numbers.mi , and ask to be transferred to the Fam-Tastic Rate Assistance line and a specialist will assist you.

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You may change the arrival/departure dates on your reservation via www.marriott.com/travelagents. If you experience challenges or need assistance, please contact one of the Customer Engagement Centers via http://www.marriott.com/help/global-phone-reservation-numbers.mi , and ask to be transferred to the Fam-Tastic Rate Assistance line and a specialist will assist you.

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Visit www.marriott.com/travelagents to access the Fam-Tastic booking page. Check availability for the location of your preference at the Fam-Tastic rate. If you can book at the Fam-Tastic rate, you will need to cancel your original reservation.

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No, if you have completed the 2020 requirements, you are eligible for 2021 Fam-Tastic benefits, with no additional action required.

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No, if you have completed the 2020 requirements, you will receive the same Fam-Tastic benefits for 2021. The 2021 Continuing Education module is optional.

Travel Agent Rate

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The Travel Agent rate is a discount for all active accredited travel agents (I.e., valid IATA, ARC, CLIA or TIDS) to thousands of Marriott hotels worldwide to experience our brands. The Travel Agent rate is yieldable and subject to availability.

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Please follow these steps to access the Travel Agent rate:
1. Log in to www.Marriott.com/travelagents.
2. Click on “Promotions”, select “Travel Agent Rate Search”
3. A booking widget will appear on the screen for you to continue to search and book.
 

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All active accredited travel agents with a valid IATA, ARC, CLIA or TIDS number will be eligible to book the Travel Agent rate.

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A maximum of 2 rooms per stay may be booked by an active accredited travel agent at the Travel Agent rate.

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For agents associated with a US agency: an IATAN photo ID Card or CLIA Embarc Photo ID Card. IATAN is now issuing digital cards which will also be accepted at check-in. For agents associated with an agency outside the US or for agents associated with a AAA location: valid photo ID and a business card or employment verification letter on the letterhead of their agency.

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No. The Travel Agent rate does not have a maximum number of nights allowed per stay. It is subject to availability and fully yieldable.