Marriott International, Inc. Reviews 112

Booked a luxury home across country for long term stay through Marriott Bonvoy, only to find the property managed by iTrip Annapolis. Marriott sold me trust; iTrip Annapolis delivered chaos. AI emails, zero accountability, and cancellation tricks by both that feel straight out of a scam handbook. Unprofessional, manipulative, and appalling. Book here only if you like stress and regret.

DO NOT RENT FROM THIS SITE!! they take no accountability for properties that do not match the advertisement. they are only a 3rd party listing. They do not stand by their listings like AIRBNB. They do not manage there properties appropriately and there is no way to contact them. We rented in casa decampo and had AC issues and toilet issues and were ignored and there is no way to contact anyone.

scams-and-fraud.marriott.com

That's what they should rename the domain to honestly. Made a reservation then the booking agency behind marriott asked me to pay an additional 45x my initial reservation amount to "finalize" my reservation, also no address for this property.

I’ve been using Marriott Holmes villas for over 10 years now and I have to say for the most part they have been pretty good. I just had the worst possible experience with a booking in Puerto Vallarta that got canceled less than 12 hours before we were heading to the airport. We had eight people traveling from across North America and they said our place was unavailable after having it booked for over three months. The only reason I found out is, I was trying to chase information on check in to make sure we got the proper codes. No one would respond. I finally got a hold of the management owner and he said they had no recollection of this reservation. One of the worst experiences you could ever imagine trying to organize eat people through an amazing trip and vacation. I doubt I will ever use marriott homes & villas again. Be careful, what you think is an actual reservation means nothing to them. They will cancel you in a heartbeat if it doesn’t work in their advantage.

We travel internationally extensively and throughout the year. We often stay with Marriott for some degree of predictability, with their expectation that their shifts between countries and destinations.
We also rent an apartment in Paris each year. This year we decided to rent an apartment that was listed on various sites, but lacked review history, so we booked it through Marriott. Our thought was that if we booked through Marriott, we were booking predictability. We paid a premium for doing so. We could not have been more wrong.
First, booking was nearly impossible online due to acknowledged system glitches. You also cannot book by phone. We probably should’ve stopped there.
Then, after 17 hours of travel, the greeter was late to meet us, and she did not know where the apartment was located. She let us and all of our luggage to the wrong building despite my insistence that she was going to the wrong building. That’s a minor inconvenience.
The apartment was filthy. The bathrooms were the dirtiest I have seen. The sofa was littered with broken fingernails, crumbs, dirt and more. The walls were covered in spills. There was old food on the dining room table. The floors were dirty. Dishes were broken.There is much more that I would rather not write. The apartment also had mites eating through the walls with growing holes spread spreading through the apartment.
Marriott would not offer one bit of help. No amount of status could connect us to the appropriate representative to help with the situation. There are no representatives. Apparently, there is no real affiliation between Marriott and Marriott Marriott Homes and Villas.
We will not book through Marriott Homes and Villas again. We strongly advise everybody to make the same decision.

Booked via Marriott Homes & Villas; the Pacifica, CA property was managed by Marbella Lane. 4-night stay (Dec 30, 2025–Jan 3, 2026) paid USD 3,901.67. We experienced (1) a severe ant infestation in the kitchen that escalated to an extreme level on checkout morning (photos available), affecting our food and ability to use the kitchen, and (2) a failure of the main upstairs shower on night 3 that required multiple email exchanges to identify a workaround (reboot) to restore use. Issues were reported with documentation, but response and follow-through were slow. Requesting a clear refund/compensation proposal and confirmation of professional inspection/treatment.
Reservation #：M1754310899587

Was actually going to book the Marriott Hotel in Malta but their own advertising steered me to taking an apartment. It looked lovely on the photos and assured by the Marriott name. Text even mentions being welcomed at the apartment and airport transfer that can be agreed - both nonsense in reality

What we got was confusing access instructions with two lots of key code doors (one disabled so we had to keep using the emergency key in the lock box - if that was ever taken then we would be locked out). The apartment was meant to be in a block of rental only, which was not the case.

The main issue was that their photos and the reality of the apartment were miles apart. I don't know how old the photos were but what we experienced was broken and tattered. Looked like an animal had chewed all the kitchen chairs, a shower tray broken and resealed (I have no idea how you break a shower tray), bits missing from doors facia, shower disconnected from wall, curtains coming away from wall and a fridge that wouldn't shut properly which was building ice. Laughed at the Toaster with the wrong plug for the wall!

Luckily we went out most of the time and just slept there. Not the experience advertised and will never ever use them again. Now waiting for my deposit back and putting it down to learning and hopefully others can too from my review.

Homes and Villas is a scam. They mark up properties they don’t even manage 25-30% over the price of the property management companies price. When called out on this they refer to their rewards of points and elite night credits as justification for this. First, charging for their rewards program completely defeats the purpose of it. Second, the difference in price between the property management company such as Vacasa and Homes and Villas is 4-7x the value of the points you’d receive. Despicable to take advantage of people like this and pretend you’re offering a benefit you’re actually overcharging for. None of the properties on Homes and Villas are managed by Marriott so if you see one you like find it on the actual property management website and book through them. You can buy Bonvoy points for better value than you are charged for receiving them through homes and villas.

We booked the above apartment through the Bonvoy site, deciding to try this instead of a VRBO or AirBnB as a very loyal and happy longstanding Marriott member. Unfortunately, this turned out to be a very BIG mistake. This trip was to celebrate our 31st wedding anniversary with friends for a long relaxing weekend. Honestly, we made the best of it and still had fun despite the less than reasonable accommodations. We would like a full refund as this apartment is nowhere near the experience or expectations of any reasonable traveler.

First, we found out that Roami went out of business recently via the call center which made it easy to understand why we had so many issues. Marriott should do better in vetting its partners and members’ experience. The following is a list of issues and interactions:

In order as they came up:

1. We paid for early arrival ($60). Upon arrival the outside access code did not work, we called the Roami call center number and got that resolved within 30 mins. Once in the building the door lockset on the apartment was not working. We waited for maintenance to come and let us in (this experience took over an hour to resolve). It was resolved and the maintenance person was very nice. BUT not worth the extra $60 paid to gain access hours early.

2. We called on day one later in the evening with 3 other issues (a, b and c listed below). Our first call was to the local number provided by Roami in our welcome email for the on-site maintenance person, Demtri. We reached him quickly, but he informed us he was no longer employed by Roami!?! We then called the general number where a very nice call center woman took down our issues and said they would be addressed the next day.

a. NO hot water in the master shower – this was NEVER resolved during our stay meaning 4 adults had to share one shower for the 5 days – cutting into our time and plans. We had to accommodate extra time for all to use the one guest bathroom. We specifically picked a 2BR, 2bath apartment so two couples could live comfortably with privacy during vacation.

b. The toaster did not work, we used a stove to replace it – we received a replacement toaster the next day.

c. Master bath toilet was running constantly (we did try to fix the plug set ourselves), but we could not. Maintenance came the next day and fixed it.

3. We sent an email with several other issues we were having: Never to hear back.

a. No lamp shade on the living room ONLY lamp

b. Ceiling lights throughout the apartment flicker regularly – probably an electricity issue as they did it together. Never resolved

c. Ice maker and water in the refrigerator did not work, no ice trays to at least make ice. Never resolved

d. Bidet in the master bath did not work. Never resolved

e. Four total hangers in the entire apartment – no way to hang clothing. Never resolved – we went out and bought some.

4. In addition, we found several other issues but decided it was just not worth complaining or asking for additional support:

a. One out of three TV remotes worked

b. There were 2 bowls, 2 small dishes, 2 wine glasses and 3 coffee cups for 4 people. We would expect more than that for a 2-bedroom apartment – we went out and bought more

c. There were 3 face towels for 4 people – we went out and bought more.

d. There were no potholders or dish towels – we went out and bought them

e. The toilet in the master bath was stained inside and very unpleasant.

f. The toilet brush holder next to the toilet is rusty and dirty/disgusting.

g. There were large amounts of dust behind the toilet/bidet and in other places. Overall, the apartment was clean but not well maintained; however, the bathroom required additional attention.

h. In general, once we learned Roami went out of business, the building and apartment area’s condition made sense. This building needs attention, love and maintenance if it is to be brought back to where it needs to be, to meet a Marriott’s standards. It was disappointing we spent both points and dollars on a subpar experience that tainted our anniversary trip.

Honestly, we feel ripped off by HVMB - $1,300 trip. We called support multiple times and they did give us a very small credit, nothing near improving our experience. Shame on you Marriott for not checking out your vacation properties closer before having your customers pay for a dump - these rentals are people's vacations (once a year) you are messing with!

BTW we are decades platinum elite members now contemplating a switch to Hilton.

We completely our stay in Noto Sicily from October 1st to October 11th at a wonderful property but with that said, DO NOT EVER USE Homes & Villas by Marriott to book your travel using your Marriott points. I cannot tell you how aggravating it was to book the property using over 800K points and $560 to learn that calling within 24 hours of the booking, 63 days in advance of the trip, to adjust the length of our stay, I would lose half of my points, no questions asked. They have pages and pages of cancellation terms of conditions which I am certain are designed to confuse. I made at least 12 calls pleading to allow me to shift my schedule over two months in advance and was often met with a robotic human response over and again. It was infuriating. I also didn't realize that the Homes & Villas by Marriott and Marriott Bonvoy are separate organizations,. Even with my Titanium status, it made no difference. I got no where. NEVER AGAIN.

I am a Marriott Bonvoy member who stayed choose Marriott hotels for most of my travels including domestic. The opinion completely changed with my experience with Homes Villas By Marriott as we choose to stay at Ranagata 9A, 101 Reykjavic, Iceland which is a three bedrooms apartment. As soon as we checked in we found the strong toilet odor (not sulphur in the water), we reported to the management company- Heimaleiga (who is a large company rents out many apartments) and they sent someone to check it out. He reported it is a serious plumbing issue. After making some noise, Heimaleiga transfered us to Mani's apartment, Laugavegur 18 which was a good apartment but Heimaleiga staff did not declare this apartment is just above "The Old Bookshop" (Husmals Og Menningar) pub where they play live music until 11 PM and people were screaming and making heavy noise until 3 AM. And the cleaning trucks starts sweeping the street from 5 AMish. When we go on vacation for SIX days, we are tired and wanted a good sleep at least for few hours during the prime time.
When we approached Heimaleiga they refused to help us. When we paid so much for the stay and had a terrible experience with tiredness with no sleep, etc.
Honestly, please NEVER choose Heimaleiga nor Homes Villas By Marriott as they FAILED TO PRE-INSPECT before they RECOMMEND an apartment!!!!
In fact, I will NEVER use Homes Villas by Marriott in the FUTURE!!!!!!!!!

False expectations and advertising represented by Marriott's Homes and Villas. The actual accommodation through Marriott Bonvoy was not revealed until final booking. Did not stay at the property due to sanitary conditions: poop stains in the toilet, dirty floors, three towels for three people for a four-day stay, filthy fridge, broken garbage bin. After escalating the complaint through all channels, full compensation was not received.

Just when you think it could not get any worse with Marriott. We’ve had several bad experiences on the hotel side this year, but this was even more horrific. We travel extensively for leisure (six months annually) and for the most our stays are in hotels across a wide range of Marriott brands. Trying to be a loyal Marriott user, we decided to try Homes and Villas by Marriott.
Our trip took us to southern Italy, specifically Ostuni in the Puglia region. The apartment we chose, Palazzo Rapana Superior Apartment is a two-bedroom space that touts all the comforts of home, as well as an indoor jacuzzi, which they feature prominently on the Marriott site. This location is booked across a wide variety of other booking engines on the internet on which they do the same.
Be warned, this apartment is nothing as advertised.
The check-in experience is a nightmare. We had to navigate the front entrance of this location accessed by keypad. It took 15+ attempts to respond (pic). It is very old and non-functional. Multiple attempts to call the management company (which Marriott defaults to) for assistance were unanswered. The inner access is by key lock, which is likely original to this 100+ year old structure (pic). Again, a nightmare and no guidance and no one to contact on how to use.
The space is very dated and quite gross. There is paint chipping off the walls in several locations (pics). The showers appear to have mold around the base (pics). The jacuzzi has lovely accents of brown and green (mold) at the water level (pics). As tempting as it was, we decided not to use for fear of some type of infection.
We reached out to the property management to request soap for the showers and informed them that only two of the pillows had pillowcases (pics -lovely stains on the uncovered pillow). There were also no towels for use in the kitchen (used bath towels) or soap for the dishwasher.
You are also expected to follow a daily garbage schedule and are threatened with fines if you don’t adhere. The schedule requires daily adherence (pics).
Lastly, the “Unlimited Wifi” is very limited. It barely works with one device (don’t expect streaming), and two devices are a wish and a prayer. Not very pleasant when overall cell signals are one bar at best and you have to go out to the street to have a conversation. Do not rent this location if you have any intention of getting work done.
I can’t stress enough how poor this experience is. Marriott would be best served to have their “Curators” spend a little more time evaluating potential properties and be less concerned with offering disgusting options like this one to drive revenue. Avoid this property and Homes and Villas by Marriott at all cost.

WARNING to Travelers – My Marriott Homes & Villas Experience

I want to share a deeply frustrating experience I had with Marriott Homes & Villas so others can avoid the same situation.

My family and I booked a property months in advance. The day before arrival — only because we called to confirm details — we were informed that Marriott had canceled our reservation. We never canceled it ourselves, and at no point did Marriott notify us of any cancellation.

To make matters worse:

No alternative accommodations were offered.
We were left scrambling at the last minute to find lodging in peak season, paying significantly higher prices.
Marriott refused to refund my initial $7,000 payment, despite the cancellation being entirely on their side.

This was not just a breakdown in service — it was a complete lack of accountability from a global brand that markets itself on reliability and trust.

If this can happen to me, it can happen to anyone. I will not be booking with Marriott again and will be sharing my story widely so other travelers can make informed choices.

Marriott: You canceled my reservation without notice, left my family stranded, and kept my money. That is unacceptable.

#MarriottFail #TravelWarning #ConsumerRights #MarriottHomesAndVillas

DO NOT USE MARRIOTT HOMES & VILLAS!!!!

Upon arrival to the property in London, I encountered difficulty accessing the property after climbing eight flights of stairs with my heavy suitcase. Once inside, the apartment's condition was concerning. The cleanliness standards were well below expectations, with issues including:

- Bed linens that appeared unwashed with visible debris and mold
- Signs of moisture damage on walls
- Damaged flooring with cracked tiles
- Excessive dust throughout the space
- Missing basic amenities (toilet paper, soap, towels)

Communication with the property manager was limited to WhatsApp messaging only. When I requested to cancel my four-week reservation due to these conditions, the request was initially declined despite documented evidence of the property's state.
The booking cancellation took two days to resolve, during which the property remained unsuitable for occupancy. While Marriott Homes & Villas eventually processed a cancellation, there was a GBP 2000 discrepancy in the refund amount that has required additional follow-up.
A cleaning service was arranged on my departure day, though the brief 30-minute visit appeared insufficient given the scope of issues identified.
The customer service experience with Marriott Homes & Villas was disappointing. As a Titanium Elite Bonvoy member, I expected more proactive support in resolving these accommodation issues.
Based on this experience, I would suggest considering alternative booking platforms such as Airbnb or Expedia for vacation rentals. The combination of property condition issues and limited customer support made this stay particularly challenging and not worth the time, money or headache.

Horrible customer service. Very unresponsive and if you are not US/Canada based your may have to call expensive numbers. As they often just rent from over rental companies and just add their 20-30% fee, they will not even be able to help on any problems and refer the issue back to the local company which can get problematic. There is no general standard of any house. Also, you will find any listed home significantly cheaper elsewhere. It’s just the brand name you pay the top up for. Also promised promotions on elite nights may not be given at all.

Why this house needs to be removed from any vacation rental site:

I’m not sure about the rest of the homes on Marriotts Home and Villas. I do know the one 1326 West 69th Street, needs to be removed from any list as a safe place to stay. This is a thrown together apartment. Based on the extension cord hook up for power in the bedroom, it cannot pass an actual house inspection. For reference I lived around the corner from this house for many years. I know this neighborhood, which is why I chose to stay there.

We arrived late at night (midnight) we had our instructions to enter the front door of the house. We input the code and it didn’t work. We repeated this until the door opened. On the other side was the man who lives in that house. Thank GOD he wasn’t a lunatic, else me and my brother would’ve been shot dead.

The neighbor was kind enough to tell us which door to use. We went to the door, the code and the “back up code” failed. So I called HomeHop and they gave us the correct code.

We entered the house and was immediately met with the loud smell of dog urine. As we went in search for the source of the odor, we encountered dirty bedding.

The dirty bedding had obviously been underneath someone having a “good time”. A large stain (still wet) of sexual body fluids.

We unpacked gloves (I’m a Global Wanderer, rubber gloves are a must for this very reason), poured hot water, cleaning solution, and bleach in pots and pans, and cleaned every surface we would possibly come into contact with. We spent the next several hours cleaning all surfaces. I stripped the bed, laundered everything, remade the bed, put all the dishes away, and finally by 0430, we were able to sleep.

We were prepared for the parking games that have to be played on this street. You just have to drive around the block until someone moves, or park on 67th.

We were not mentally prepared to fly across country to be stuck on a porch in the middle of the night or have to spring clean a house.

Stayed at Villa Nirvana in Dalyan, Turkey managed by Marriott Homes & Villas. The filthiest villa in all of Dalyan; don't be deceived by its optics. How they managed to affiliate themselves with Marriott is a massive brainteaser. The beautiful city of Dalyan doesn't deserve a joke of this villa, its owner, and its accrediting agency. Marriott Homes & Villas is a scam, seeking to sell its brand name for low-tier customer service.

I am deeply frustrated with my experience booking through Marriott Homes and Villas, and I feel compelled to share this as a warning to others.

We booked Villa Nirwana for a much-anticipated vacation in May 2025, expecting a high standard of service and quality given Marriott’s reputation. Unfortunately, the reality was far from that. The villa was in a horrendous state, from unpleasant smells and dirty bedsheets to greasy kitchen appliances and unsanitary bathrooms. It was clear the property had not been properly cleaned or maintained, and the overall experience was nothing short of disastrous.

What made this situation even worse was Marriott Homes and Villas’ complete lack of support or accountability. When we reached out for help, we were left to deal with Agni Travel, the property management company, who were unresponsive and utterly unhelpful. Their “solution” was to send a cleaner who only replaced the bed sheets—no other issues were addressed. Marriott Homes and Villas essentially washed their hands of the situation, offering no meaningful assistance.

To add insult to injury, we were charged over 90,000 points and \$200 for this terrible experience. After escalating the matter, Marriott offered us a meager 16,000-point refund as compensation. We even requested a refund for the \$200, given the disastrous state of the property, but that request was ignored. Marriott’s handling of this situation was completely unacceptable.

We expected much more from a company like Marriott, especially when booking through their premium service. The lack of responsiveness, accountability, and customer care left us feeling completely let down. If you’re considering using Marriott Homes and Villas for your vacation, think twice—our experience was awful, and I cannot recommend them based on how they failed to resolve this matter.

Profoundly Disappointing Experience
As a Marriott Bonvoy Gold Elite Member, I've come to expect a certain standard of service, transparency and loyalty. None of which were delivered in my recent experience with Marriott Bonvoy Homes and Villas. I booked a premium unit in Downtown Dubai, managed by First Class Properties, through the Marriott platform, only to arrive and discover a grossly misrepresented unit that bore little resemblance to what was advertised. The condition was substandard, services promised were unrendered, and shockingly, Marriott initially denied having the property in their system. Despite immediately raising the issue and making repeated attempts to resolve it through both First Class Properties and Marriott Bonvoy, I received nothing but hollow apologies and deflection. Eventually, Marriott Bonvoy offered a mere AED260 refund and 20,000 Bonvoy points - a resolution so inadequate it doesn't even cover the cleaning fee charged, even though I didn't spend more than half an hour at the property. This experience reflects complete disregard for customer loyalty, brand integrity and accountability. It's not just about the refund - it's about being treated with respect as a long time Marriott guest who entrusted this brand with time, money and expectations. I have spent the last two weeks at JW Marriott Marquis, dining and hosting meetings in the hotel, only to be shown that loyalty is a one-way street with Marriott Bonvoy. This matter has now been escalated to consumer authorities in Dubai, and I am pursuing legal action for false representation and breach of service. To anyone considering booking through Homes and Villas by Marriott Bonvoy - the support ends the moment payment clears.