Marriott International, Inc. Reviews 

I've tried (and tried and tried) the Marriott Home & Villas platform as an alternative to AirBNB because I love my points. (I know you can get Delta points with AirBNB, but I prefer the ability to cancel if plans change).

It has been really frustrating because of the inconsistency in the bookings. While we've had a few good stays, we've also had a few headaches and disappointments. It's been such a disappointment, it's cathartic to vent it here and give others a heads up.

Headache/Frustration #1: We booked a condo in Kona, HI. It was quaint and affordable + we would have gotten points for the stay. We got to Kona, and it turns out the condo was actually in Molokai. The listing was advertised on the wrong island. I will give Marriott credit for giving us a full refund even though the property management company refused.

Frustration #2: We booked a place in Indianapolis, IN for a really popular convention. Again, found a nice house, good deal/location. We got a text message from the owner that they are no longer offering their home through Marriott H&V, which left me scrambling to find a place. (We ended up booking at a hotel.)

Major Disappointment/Frustration #3: We found a REALLY good deal for a property to accommodate an extended family trip (3 generations, 20 people) in San Diego, CA. The property management company - Surf Style Vacation Homes - cancelled our reservation because apparently the property was listed at too good a deal and would not honor the listing. My entire family was so disappointed.

Try the platform for short-term rentals at your own risk. They've got some major kinks to work out. AirBNB and hotel stays have been far more reliable, and I still get my points. At the end of the day, these are first world problems, and they're still really disappointing and frustrating.

I am a very loyal Marriott Bonvoy member close to 1500 nights at their properties in my lifetime.

This is my first time trying Home & Villas and heard good things from people who tried them in the past.

My wife an I rented a condo in Mexico City and informed them we would be there at 1145 pm or after as our flight landed and who knows how long it will take to get through Mexico Customer.

We arrived shortly after 1 am and there was no record of our stay at Security. We were stranded on the streets at Mexico City without access to the building. Luckily, our travel partners rented an Airbnb that happened to be in the same building. They showed up when we were on the street leaving a message with the property manager at 120 am. They got in in about 15 seconds and we could go with them.

We went up to the apartment (we had the code to the lock) and went to sleep after sending emails to the property management company asking for help.

When we got up to shower in the morning we found blood and other human fluid stains on the towels.

No response to any of our attempts to contact the Property Management Team.

At this point we contacted Home & Villas to explain what was happening. We missed scheduled times with my wife's family because of it.

We decided to drop our bags off at our friends Airbnb - as we didn't know if we were allowed back in the building.

Leaving the apartment we couldn't lock the door - the key pad lock did not work.

We sent all of this to Home and Villas. And, decided we could not stay there. The Property Management team put our safety, health and security at risk through gross negligence.
No response to phone calls and voice messages or the first 4 emails I sent begging for someone to contact me.

They did send a canned email hoping we were enjoying the stay that I responded to and their only response was that there were more towels and they would look into everything else.

When a company risks someone's basic needs of Safety, Health and Security I decided not to stay there as not once did they call me back other than 2 emails.

I let Home & Villas know this. We stayed at Marriott Hotels throughout Mexico City and I sent Home & Villas the receipts of proof to show my loyalty to the brand.

What I got back from Home & Villas is still shocking to me. They seem to side with the Property Management Team and refunded $25 dollar cleaning fee and gave me 10000 points... (Oddly a friend of mine got 5 times the points for a maid knocking on his door too early) I said this was unacceptable. But the response was I could not unilaterally decide to leave a property (even one that jeopardized my safety, health and security)

The next day I received a phone call crediting me back one night.

Still totally unacceptable.

Considering the only people who use Home and Villas are loyal Marriott Bonvoy members this is totally shocking.

Looking into it after the experience, on various websites, this isn't isolated. If something goes wrong Home and Villas side with the Property Management Team versus their "loyal" customers. It's very disappointing to be thanked for your loyalty over and over again and realize that at Marriott Loyalty is one way.

Besides my experience, where it's obvious that the customer does not matter, it is also why you can not leave reviews at their properties on Home & Villas, but you can at their hotels. Home & Villas does not care about the customer experience.

I found their call centre agents condescending. Using scripts and trained to say "I understand you are concerned" "I understand you frustration" but they do not mean it. They are only concerned of how to save the company money and not do what is right for their "loyal" customers.

I will never stay at a Home & Villas again. Because when you need them, if something goes wrong, they don't have your best interest or safety at heart. Only their pocket book.

Short sighted. I am going to be very hesitant to use any Marriott Property after this.

You need to do better by your customers.

Overall, renting a property was fine in both Cartegena and Rome. But when I went to my account to see not only my points for the Rome villa 2 weeks ago (the trip has been completed) AND the bonus points that I should have had as I rented during the July promotion, there was NOTHING. When I spoke to the customer service agent, she informed me that Marriot MIGHT be able to give me points for the Rome trip but not the BONUS points, which I thought was ridiculous! The agent kept asking me if I was logged in when I booked. I repeatedly said I was. But what was really insulting was her attitude - she was condescending and a-matter-of-fact, which - as a pretty seasoned traveler - added insult to injury. Marriot has some nice properties but you can find many of them on other sites. If you're not going to get the points, look elsewhere.

Rented two condo’s in Venice from Marriott Homes and Villas that were run by a company called Wonderful Italy. The units were named The Rialto Project. They SUCKED. We arrived and the entire building was covered in scaffolding. There was an elevator but they wouldn’t let guests use it. I called and was told the elevator wasn’t in my contract?!?!?!? Nothing said about a 51 step hike with luggage. The units had 1.5 rolls of toilet paper for 4 people for two nights. There was a coffee maker but no cups, a toaster but no plates or silverware, Marriott and Wonderful Italy provided NO CUSTOMER SERVICE at all. We are Marriott Timeshare owners AND Platinum Bonvoy point members and this is the treatment we got. DON’T USE MARRIOTT HOMES AND VILLA’S. READ THE REVIEWS. THEY ARE ALL HORRIBLE.

If I could give a 0 star I would. Shame on Marriott for renting homes un-vetted therefore unsafe.
We arrived to a home with no roof on one side, animal waste in bedrooms, animal fur on everything in addition to layers of dust, mold, an algae filled pool, broken windows… all documented. Yet, Marriott is doing nothing for the stress this experience created and the thousands of dollars we lost just to get out of this house and find another place to stay. They wouldn’t even use the cost to place us elsewhere.
Awful experience. We will never use again.

Just had a terrible experience, and Marriott was disgraceful in their reaction. Booked a 3 bedroom apt. in Rome for the family, including 2 kids. We arrived at 10pm to meet the keyholder, and the place was in a very sketchy area, The rep then took us up a dark stairwell 3 floors as the 100 year old iron elevator would barely fit one person and bag. Once inside the apartment, the rep demanded cash for city taxes even after i explained we already paid in full. Apparently i was emailed this requirement days before but missed this email as we were traveling. I asked the rep to show me this in writing, or provide a receipt which he had neither. He had no ID. i asked to pay online the next day after checking with Marriott, and he refused. Not only did he refuse, but started to get angry and intimidating, demanding the cash immediately or "no keys". At this point my wife and kids were upset and shaking. We proceeded to urgently leave with concern, but then we were locked in the dark stairwell as the building had an interior iron gate that needed a key to exit (what would happen if there was a fire!). With no one around we started pounding on doors to find someone to let us out, and eventually someone unlocked to exit door. We had to go 2 blocks in the dark to find somewhere with a taxi. My wife and kids were shaking and crying. I immediately called Marriott, and the woman was somewhat sympathetic and said someone would call us back. No one called, and we had to find last minute accommodations at 11pm at night. They eventually responded by email 3 days later, not with any concern for us, but to say we weren't entitled to a refund. I reiterated our safety concerns and that we never got the keys, and they just replied sorry. That was their level of support and concern for a longtime loyal Marriott customer.

We rented a flat in Cannes. The text said wonderful patio excellent for taking a drink on it. The truth was it was 20 meters from the biggest highway in Cannes, so noisy and dust all over. The so called customer servcie is totally useless and the wouldnt help at all. After three weeks after cecking out they havent repaied the depostid either - 1500 euros. As a member of marriott we are so disappointed!

I rented an apartment at 518 Lamar Blvd , Charlotte, NC. The complex has 8 units. When you get in there is a strong rat hole odor that welcomes you.

The unit 8, where we were supposed to stay for 3 days was dirty and had the same rat hole horrible smell. They refused to refund my money because of my unwillingness to stay in that rat hole and breathe the horrible dead rat odor. After suffering from two lung infections and spending days in the hospital two times, I could not take that chance.
In addition my son and I have allergies. By the way, my boy had an allergic reaction for just being there less than 5 minutes.

Marriott can improve their service by removing this unit and complex altogether from the list of apartments they offer. Other competitors are doing way better.

My recommendation is to stay clear of these types of businesses where Marriott claims not to have controls over these facilities. Come on!

Homes and Villas is ruining the Marriott name. I am a Marriott Titanium Elite and Hilton Honors Diamond member. For the first time, we decided to try Marriott Homes & Villas for our trip to the Iberian Peninsula, as we couldn't find a hotel exactly where we wanted. I made the reservation on the Marriott.com website, and within 10 minutes, the property manager charged my credit card.

After a week, I contacted the property manager to request the address of the unit, followed by another attempt five days later. After receiving no response from the property management company, I called MHV Customer Service. They assured me they would contact the company and call me back within 24 hours. I never received a call.

I then reached out to Marriott BonVoy Guest Relations to complain. They gave me excuses, claiming they couldn't access my reservation details because they weren't connected to the MHV system, but they promised to contact MHV and ensure someone would respond. Another week went by with no communication. Eventually, I received an email from MHV about one of the bathrooms being unavailable during my stay. When I called for assistance, the woman I spoke with was unhelpful and suggested I cancel my reservation.

Subsequently, I received another email, in which I was CC'd, stating that I wanted to cancel my reservation because my mother had died. I never made such a statement, and my mother is very much alive. That was the last straw for me. I canceled my reservation online and wrote back to the person who sent the mistaken email, informing them of their incompetence and that I had canceled the reservation.

Shortly after, I received yet another email saying, "Our apologies, those two emails were not for you, and your reservation is perfectly fine." It was clear they hadn't read my previous email because they addressed me by the wrong name, and I had already canceled the reservation. They never responded to my final email.

I will never use Marriott Homes & Villas again. This new program which is obviously an outside company is ruining the Marriott name.

The property we booked 6 months in advance had simply sold. Marriott homes and villas collected our payment in full knowing (or not) that the property they rented to us is not available any longer. Customer service was ridiculous. Useless. Couldn’t find us any alternative place to stay in. Getting us a refund is another joke.
I had to scramble a last minute Airbnb at almost double the price since it was the day I needed it. Horrible experience.

Hate to say but creates bad taste and a desire to avoid anything Marriott

I would give negative stars if I could. I have the most horrible experience booking with them . They say These are hand curated and yes these are the worst curated apartments. I have booked through Airbnb and others never had such a horrible bad experience.. I am taking my business someplace else .. they managed to ruin my vacation. Horrible horrible experience .. the apartment was full of cigarette smell, no internet, they don’t give you key at the apartment .. I would avoid them for 100%. I am so frustrated that I want to sue them for ruining our experience

We had the worst experience booking our stay through Marriot Homes & Villas. We were booked to go to Yosemite and wildfires broke out and the county the house was situated in was ordered to evacuate. But the Homes and Villas customer service refused to help and their vendor Vacasa Homes also refused to refund. They kept telling us the house was not in the fire zone yet. Which is ridiculous because no one would wait for it to get into the fire zone. This was completely inhuman and shows how large organizations can be so greedy for your money that they refused to do anything about it. We have been Marriott members for decades and always stay at Marriott properties. We will never be using Marriott Homes and Villas unless this issue was corrected. I might as well take my business to Air BnB which is more customer focused. The worst customer service and experience ever. I am shocked!

As a Bonvoy member thought it was better then air bnb, we booked an apartment in Taormina, Sicily, it was horrible, sorry no water, electively kept doing off. We left and had to book a hotel . As it was the worst start to our vacation

I’ve been a Marriott owner for 30 years. Owning 3 property’s and points. I am a Platinum Bonvoy.
I got an email offer for Homes & Villas by Marriott. I booked a fantastic price and location across street from Hadrians Gate in Antalya. 700$USD per week, 3 bdrm. W/kitchen that had very little and poor quality utensils. Mold in bathroom walls, musty smell and no response to emails/tel calls.
Had also booked 2 was Coninbeg Cottages, Kilmer Quey, Ireland. 1700€ 2 wks. Clean, comfortable, responsive mgmt, Excellent value.
Word to wise-Look for ratings on trust Pilot.

Review of Marriott Homes and Villas Property ID: Via delle Purificazione, 71, Roma, Italy,

Our stay at the Marriott Homes and Villas property located at Via delle Purificazione, 71, Roma, Italy, 00187, could have been much better.

We encountered several significant issues that severely impacted our visit to Rome.

From the moment we entered the apartment, it was clear that the maintenance and cleanliness standards were far below acceptable.

We discovered mold in the bathroom, which posed a health concern. I have multiple photos that I can share and will share on Trip Advisor, Facebook, Etc.

The presence of blood stains on the pillowcases was extremely unsettling and suggested a lack of thorough cleaning. I have a text from the host saying this was common, and the sheets were sanitized.

Moreover, the apartment had a persistent sewage smell, and the toilet was leaking. This not only made the bathroom unusable but also added to the overall discomfort during our stay.

These conditions rendered the apartment uninhabitable and significantly detracted from our experience in Rome.

Due to the mold, blood stains, sewage smell, and leaking toilet, we were unable to utilize the apartment as intended. This situation forced us to seek extended ti away from our accommodations, which was inconvenient and costly.

The stress and discomfort caused by these issues overshadowed what was supposed to be a pleasant visit to Rome, not to mention I used 900K of my Marriott Rewards Points during my stay in Italy.

Host Response

When we raised these concerns with the host, we were met with a lack of humility and acknowledgment. This response was disappointing and did nothing to alleviate our frustrations or address the serious issues we encountered.

Marriott Corporation Response

Adding to our disappointment, the Marriott Corporation's response to our complaints must be revised. Despite several requests for a supervisor to contact us, there needed to be more follow-up.

We were even informed that a call from a supervisor could not be guaranteed. Furthermore, Marriott Hotels refused to assist us in resolving our issues with Marriott Homes and Villas, demonstrating a concerning lack of customer service and support.

Given the severe cleanliness and maintenance issues, the inadequate response from the host, and the lack of support from the Marriott Corporation, we cannot recommend this property to future travelers. We would like to ask Marriott Homes and Villas to address these problems quickly to ensure that future guests do not have a similar experience.

Nightmare collecting the keys to the apartment.. They tell you a time and no one is there . Security deposit returning process is a nightmare.. No response to email.. Call a US number and hold for 30 minutes .. Marriot - I have enjoyed your service and staying in hotels all over the world. The apartment and villas is a nightmare.

We aren’t very picky guests - we just came from an extremely small bed & breakfast in Milan that we were extremely happy with, to arrive at an absolute dump in Florence under the Marriott Apartment & Villa booking. The keys to the front door of the building and the door to our apartment barely work and we have already gotten stuck in the restroom due to rusty doors. There is water stains on the walls, stains on the chairs and headboards of furniture, and what looks like mold in the bathroom. One of the chairs almost collapsed when we sat on it. There were no blankets/comforters on any of the beds, just extremely thin sheets, and when we pulled out the pullout couch there was a hair on it. Even though we booked through Marriott they are not helping us at all with trying to rebook a new place or refund all the points we spent on this place. DO NOT RECOMMEND.

unprofessional / not reachable customer support, bad handling of deposit, no action undertaken as the slatframe of the bed was broken at arrival

my case will now be handled my AMEX

Good luck! They take a hefty security deposit at booking ($1000) and then despite have no terms and conditions about this, on the booking agreement or their website, they then say they can take 28 days to return your deposit after checking out. Problem is, those 28 days supposedly don't even start until you request the refund. Which, a deposit should go back, it doesn't usually require a refund request. And I wouldn't know all of this due to the false advertising and lack of information. Getting through to someone is nearly impossible and the fact that there is no indication of this long term deposit hold is so scummy. I want me money back!

Horrible experience. I booked a three bedroom apartment in Paris through Marriott Homes and Villas thinking that I could trust the Marriott name. So wrong! After paying both of my deposits on time months ahead of time, I received an email at 5 pm the night before we were to fly to Paris saying that my reservation had been cancelled. I immediately called the customer service number where I was told that someone would get back to me in 24-48 hours and that I should book a hotel. I called again the following morning and was told the same thing. There was noone who could help me. I ended up booking the same property directly through the local office of Pick a Flat in Paris. The apartment was still available and they were told that my reservation had been canceled by Marriott. Marriott never did call me back. What a nightmare!