Marriott International, Inc. Bewertungen 

I booked a five day stay in a home on Niagara on the Lake, Ontario and paid the full rental upfront two months prior to travel date. Three days before travel date I received a confirmation. The day before I was traveling I called to get more info (check-in time, check—in place etc) but got no response after multiple calls). So I called Marriott homes and villas customer service. Nathaniel couldn’t get through by phone so he emailed the property manager. Nathaniel called me back and said he was told I would get an email in the morning with the info I wanted. This was when I was traveling! Then at 8 pm (the night before I am leaving), I get an email that my reservation is cancelled and I am getting a refund. I am livid. I have paid for activities etc. I am supposed to be leaving tomorrow morning and I have no place to stay! I will never use Marriott Homes and villas again. I am a Platinum elite member. I can’t believe this has happened to me with the Marriott brand.

Encountered bedbugs on our 4th night of a 2 week stay. Vacated immediately and moved to a hotel after running all our laundry through hot cycles as recommended. Management confirmed an infestation the next day. We had to stay at hotel until we could get a flight home. Our vacation was completely ruined as we could not be sure we were clear if the problem has been solved without essentially quarantine for some time. Our rental was refunded in full but we lost all other costs like plane fare, the hotel cost, food, etc. which had been spent on the trip ruined by this event. We will not be staying at another facility run by this program. The house was definitely not of the quality standard we know as Marriott.

I've also had a bad experience. I am an Ambassador Elite at Marriott. I booked a home, and over a month later I received a call from the property manager of the home we had booked through Marriott Homes and Villas. After sitting on my reservation for a month and receiving a $9,000 deposit, the property manager called me directly to let me know that Marriott had advertised the wrong price and that I now owed an additional $6,000 if I wanted to keep this reservation. The reservation had already been cancelled by Marriott that same day without any notification to me as to why it was cancelled. The property manager continued to tell me how horrible Marriott is to deal with. Marriott then sent me a list of other properties to consider, none of which were on the same island as my initial reservation. This was a Holiday reservation that was booked several months in advance because of high demand. Now we have plane tickets and no other availability on the island that we had originally booked. And Marriott could care less.

I am a Marriott reward member and thought to use Home and Villas.
So far it has been a mistake.

I booked a spring break rental and was looking forward to the trip.

Then the 3rd party rental company asked me to cancel the trip despite having paid deposit and signed agreement because the rate was “not properly adjusted to spring break rate.” Essentially they want more money for the rental.

I attempted to call Marriott to help resolve the situation and they appear unable to do anything. They did offer me to rental properties for twice the amount I booked for as a “solution”.

This is the first and last time I use Marriott Homes and Villas.

1. The eligible 14 day cancellation period switches to a “48 hour grace period” after you book.

2. The PM Co, would not give me the address to the property which made booking a transfer shuttle from the airport impossible.

3. I used cash + points and after cancelling. The Aloft nearby changed eligibility rules and I can no longer book there or anywhere in at least 4 other cities since cancelling this booking. UPDATE: I have now searched:

PHL
Tulum
Miami
LA
Fort Lauderdale
Seattle

for stays as short as 3 nights and as long as 23 nights in Mid to late March. You are telling me that not a single property in any of those Cities has Cash + Point available? Then what good is the benefit and who in their right mind would buy points?

4. When shorteninng my stay at the Aloft to make it affordable since no longer cash + points eligible, prompted my airfare (booked separately) to increase $300 due to the change.

(this trip is 3-4 weeks out for the record)

5. Spent 4 hours on the phone today with no straight answers.

6. Gold Status means nothing

My days of focusing my booking with Marriott Bonvoy are over. Torturous experience. Deceptive tactics across the board or although my appoints appear back in my account, I pretty sure that they haven’t hit the system. If the did, I would be able to find some property somewhere that would allow cash + points.

Very unfortuntate experience across the board. Would have never booked the place through homes and villas if aware of the adverse impacts. They made cancellation appear simple, efficient and easy. From my experience, this is far from truth.

We were looking to book with them and the credit card kept declining so we called the credit card company they said there's nothing wrong with the card so 3 days later and we now get 4 pending charges for for 670.00 a piece and we never booked with them.Called customer service the lady was so rude said it will fall off in a few days well heifer it should have never been on there in the first place of the credit card was declining then how the hell do you charge it 4 times when it was never booked? This place is a joke and I the reviews are correct it's a big scam

Another example of thinking we’re in good hands by booking through a Marriott service but being terribly mistaken. We booked a weekend stay at a property in Des Moines, IA but it turned out to be the weekend of Winter Storm Gerri, so the entire Midwest was shut down - couldn’t travel to the rental. The reservation had a 14-day cancellation policy so we were out of luck there. Trips and Villas does work with a trip insurance company but with their long list of coverage exclusions, we were confident it would be a waste. We hadn’t counted on the property management company being impossible to reach though, and as others have said, Marriott provides no assistance. Ended up not being able to make any alternate arrangements so were left with an unusable reservation. I guess we were lucky to learn the lesson on an inexpensive weekend stay in Iowa, compared to many of the other sad stories here. Do not rent through Marriott Homes and Villas.

As an ambassador member going on two years I travel a ton. This time I wanted to surprise my family and book a 2 bedroom condo in Park City for all of us to celebrate the holiday. The day before Christmas Eve, they cancelled my reservation because they said there was a system error. I called and emailed and spoke to so many different people to help but nothing good came out of it. I'm still waiting for my points and refund back. It's going on 10 days now and I've heard nothing. Stay clear of booking with them. They ruined my Christmas gift to my family.

Dirty rental, unreachable hosts through Marriott's homes and villa. Hair, mold, lack of basic amenities in East Gwillimbury, Ontario. Marriott refunded cleaning fee and added points but should have refunded entire stay. Disappointing.

Units rented in Europe and USA were fine no compliant regarding the property. The trouble started when I requested my security deposit back from Marriott Homes and Villas as of today which is 27 days after I checked out of the unit first unit I still have not received my funds. I have writtien to Anthony Capuano President and Chief Executive Officer of Marriott,
Anthony.Capuano at Marriott.com and several other top end executives, currently they are in contact with the the Homes and Villas section of Marriott, I have received several emails from the person assigned to my case. I should have a better picture midweek. I suggest if you have had problems with the handling of funds by Homes and Villas you try this approach. Good Luck.. update received my 800 euros on 12-19-23

I wish I had seen the reviews. I thought we were ok with Marriott. First day no hot water. No instructions on appliances, microwave doesn’t work. Apartment is spacious and excellent location but other than that extremely disappointed. Small little tv and slow internet.
Very noisy on the street outside. Neighbors dog barked all night one night. Apartment was very cold and my husband was sick. They had electric radiators that really didn’t do much. Went to a hotel for 2 nights and left a day early.
Unfortunately booked for 2 weeks.

This is NOT the Marriott your are used to. Home and Villa uses some company called “CoziSuites” and they are NOT customer service friendly. We paid $1,800 for 4 nights and as soon as we walked into the unit, the smell hit us. It was the most unclean, dirtiest place ever. I took well over a dozen pictures and videos throughout the unit. Everything in the unit was COMPLETELY outdated, smelled, overused, and all in desperate need of replacement. The smell proved it. Cozisuites only offered to relocate us to a “Pet Friendly” unit, which we could not take due to pet allergies. They offered us $100 back. We decided to dispute the entire stay and go for a refund. Marriott should decouple itself from this scam of a business! The reviews here underscore the complete fraud this whole deal is!!!

I have an ongoing case here. I booked a property in Mexico for 14 days but I was told by the property manager on the check-in date that they don't have any reservations on their side. She said Marriott's home and villa lying. (I think she's the one though)

Called and emailed Home & Villa support every day but they always just said they would keep me posted by the evening, and I got nothing from them. Both parties ruined my whole trip. Also, still got no refund.

I have a Titanium status but didn't mean anything. DO NOT USE IT.

I knew going in that my points would not have the same value as cash. In planning a trip to Tybee with a group of women. On every site, we were excited to note that the pool was heated. We noted it several times in our shared document. Unfortunately, the pool was not heated, and the description and house are no longer on the Marriot website to cross reference. So I would say - if you are fine not getting your points to cash ratio worth, and you still use the site, make sure you screenshot all the details or download all the information.

We were very disappointed with our apt. The apt. Itself wasn’t bad. The bedrooms were okay. The kitchen was adequate. The living room furniture was so low to the ground that it was very hard for my husband and and I to get in and out of. The carpeting was stained. The bathroom walls were water damaged and were still wet. Finally, on our second last night, we had no heat and no hot water. We called the customer support number and were told that they would send a repair service. We left thinking it would be fixed by the time we returned at the end of the day. However, it wasn’t fixed and they didn’t bother to notify us that it wasn’t going to be fixed. When I called customer support at 8:00 p.m., the woman I spoke with said the problems would have to wait because she didn’t want to bother anyone because they had all gone home for the day. Even when I explained that we were leaving the next morning, she didn’t seem to care. Stay away from this company. They do not care about quality or customer service.

I have rented multiple properties in the UK and have been quite satisfied with the quality of homes, as well as the local property managers support. I also always checked property reviews on Airbnb to make sure the place is in a good condition.

However, my foreign trips were not as successful. We had minor issues with the flat in Spain (boiler was off when we checked in so there was no hot water for a day, mechanic blind in one of the rooms broke, depriving us of sunlight for a week), but the local property managers were prompt in trying to resolve those. However, after 6 weeks I’m still waiting for a €300 deposit refund which HVM handled. The local agency would’ve refunded it in 72 hours. I got a response from HVM that it would take up to 30 days - which have already passed, but I’m still waiting.

Another stay I booked was for my parents in Turkey. While the communication with the local management company and the self-checkin process were smooth, the property was dilapidated and a health hazard. Windows were falling out of frames when trying to open. Chairs were falling apart in pieces. Shower leaked. The extra sleeping space turned out to be a narrow sofa, not a sofa bed. The kitchen barely had the necessities - eg only 1 small pan and 1 frying pan, so you couldn’t even make a pasta for dinner.

I am extremely disappointed in those recent experiences and will never rent through HVM outside of the UK, or any property with a “refundable” deposit.

This was our first experience utilizing Marriott Homes & Villas and it is safe to say will be our last. We rented a 3 bedroom apartment in the Eixample neighborhood of Barcelona, Spain for a four day stay. It cost 279,754 Bonvoy points plus a 300 euro deposit we hope to get back.

Positives: We stayed in Alaia 13, managed by Habitat Apartments, some kind of franchise. It’s a roomy apartment with a nice view, good light and convenient to metro and Gracia. Good AC and quiet. The listing is entitled, “RUSTIC ATTRACTIVE APARTMENT WITH WOODEN BEAMS”.

Negatives were significant though: Cleanliness left a lot to be desired. Makeup stains were evident on bed linens, as well as hairs, suggesting they were not washed or not washed well. The sofa and sitting chair were likewise stained, pilled and worn. Towels were thin (not premium as advertised). A most frustrating challenge was that the Wi-Fi password was incorrect, both in the information booklet and in the frame information sheet hanging on the wall. When we realized it wasn’t working, we called Habitat management, left messages, and emailed. It took 3 days to get a reply, one day before we left and after spending a lot in cell roaming charges. After it was working, it often dropped out in the evenings. Broken and loose floor tiles, created something of a safety challenge. Showers were VERY slippery—no friction pads or mat. We bought our own mat. The entry door is not ADA compliant, creating a challenge for walker entry (had to carry it over the steps and threshold).
Finally, the power went out 45 minutes before checkout time. We were trying to dry some clothes, but it’s clear that the timing was early. It felt cheap and like we were being booted out the door.
I don’t believe that Marriott curated this place and it reflects badly on the company. We had higher expectations.

About our stay in a Paris condo offered by Marriot. First,
The advertising, and specially the photos were extremely misleading. Property was dirty and very worn out. The walls and curtains were very dirty, and the ceilings were covered in soot and dust. The doors, especially near the handles, were in a disgusting state and full of dirty handprints and appeared to have never been cleaned or painted. The walls had cracks and were in desperate need of a fresh coat of paint. Furniture was on a terrible state and dirty. We understand that properties can show signs of being 'lived in', but when a property is being rented, there should be a basic level of cleanliness, specially when a property is being advertised as luxurious, which this definitely was not. At close to 500 euros a night it's almost a scam. There was minimal space to hang anything, and our clothes had to stay in our suitcases. Even for a week-long stay, the storage provided would only be sufficient for one night. Every cabinet, wardrobe, and closet were taped off-limits. We have numerous photos that showcase the deplorable condition of this property. I doubt anyone from Marriott ever 'expertly curated' anything here; it seems Marriott relies on a third party for this and doesn't care. The only reason we considered this property was because it was part of the Marriott Home and Villas program. This property would not survive on VRBO or Airbnb due to the negative reviews it would receive. Beware and don't waste your money with them.

Don’t waste your time using Homes & Villas. While they have the Marriott moniker, they are not of Marriott quality or service. They lack customer service skills and their policies fo not benefit the consumer. If you want to speak to a supervisor, one will call within 5 business days. I called in a Friday and they don’t count weekends so i can expect to wait until next Friday for a call.

My reservation that i booked in March 2033 for an Italy tripin September was cancelled a few weeks prior to leaving. Getting a replacement property has proven to be difficult since all the good properties have been taken. I escalated to the president’s office and they tell me they are limited as to what they can do because it is the homes and villas group. Really? They own them so why can’t they intervene? Needless to say, after being a customer for neary 35 years and staying over 2,300 nights in Marriott hotels, i am done.

Save yoursef the reiuble and dont book with homes and villas

Do not use this service. I am a Marriott Titanium Elite member and lifetime Platinum and, the customer service I have received has been horrible. We rented a home in France and have still not received our deposit refund (3000 Euros) after more than 6 weeks. I have called numerous times and have been told it is in process and there is nothing they can do to speed it up.

The home was great (Marriott doesn't own or manage the homes), and the property manager never held the refund and gave us an all clear at check out, but apparently, MHV's business model is to hold on to your deposit and earn interest on it for as long as possible.

I was really excited when they launched this service as I could use and earn points, but this is the worst experience I have ever had with any type of lodging. It is certainly unethical and possibly in violation of legal requirements on how guests are treated. DON'T USE THIS SERVICE.