Marriott International, Inc. Reviews 

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.

I tried to book a flat in Rome thru this homes and villas - I didn’t get a confirmation and there was no trip for me under my “trips” in my Bonvoy account so I didn’t think I had booked anything. I found out because my bank called me. Then I began calling because they took close to
$400 and are now refusing to refund it because I didn’t know I had a reservation. I finally started using Bonvoy to get points but it’s not worth it - customer service is a thing of the past!! Ironically, I became silver on Monday but do you think they care? Someone should understand this isn’t good business - but no one cares. Of course not. So they lost a customer for life. Sometimes you have to wonder if anyone understands business or cares at all about cost of customer acquisition. It sure doesn’t seem like it. What a bunch of short sighted morons! Here try this, it’s new! If it doesn’t work right, so sorry that’s on you! What? Wow. It’s terrible how far customer service has fallen. I am now an ex Bonvoy customer!!

We stayed at a property called Ironworks 6 over Easter, in Backbarrow, Lake District,UK, booking with Prim Short Stays via Homes & Villas by Marriott Bonvoy. Unfortunately, our experience fell below the high standards we expected from a Marriott-endorsed property.

The check-in process was poor – we spent an hour in the rain trying to obtain the key code, despite completing all pre-check-in requirements and calling ahead. The promised follow-up from the property management never happened, although the Prim Short Stays helpline was responsive for general housekeeping questions.

Another major disappointment was the lack of Wi-Fi. Despite Marriott's guarantee of "high-speed Wi-Fi" at recommended properties, Ironworks 6 offered none. With no mobile coverage indoors either, this left us feeling isolated, particularly concerning in case of emergencies.

The apartment itself is spacious, sleeps six comfortably, and has basic furnishings and kitchen utensils. However, it lacks air conditioning and felt more basic than what we expected under the Marriott Bonvoy brand.

Additionally, the security deposit process was somewhat confusing, with a small unexplained deduction.

Overall, while the property had potential, the poor communication, missing amenities, and unmet expectations made the stay disappointing.

Sadly, Marriott isn’t on top of their rentals. We recently returned from Florence Italy and to advantage of m points. While the location of our property wasn’t bad- upon entering we were immediately disappointed. The entry stank and was filthy. My instinct was to walk out, we did go on upstairs. The apartment appeared clean and tidy. While it appeared like the photos, it felt sad and neglected. I wonder about the process to become and remain a Marriott property. My recommendation is to just lower expectations….isnt that sad?

Our apartment in Paris was infested with bedbugs. No compensation, no alternative accomodation and no practical help or support from Marriott H&V. An absolute disgrace!

As an experienced regular world traveler (I have been working for a German airline over 17 years), I can confirm, that all of the comments here are TRUE.

I have just recently made a very bad experience with Marriott Homes and Villas. As a flight attendant I have stayed at several Marriott properties all over the world. I was really satisfied with all of the stays and I have a Platinum status.

Of course, there are countries, where the standards are different as in Europe or in the USA. This is very normal. Not every country can have the same standards - the world has its own beautiful diversity.

BUT

My recent stay booked via Marriott Homes and Villas in Spain, Tenerife was just a nightmare - most probably it was the worst stay of my life.

I have booked an apartment with Karian Property Management SL - apparently they are a trusted property management partner of Marriott Homes and Villas.

The apartment is really disgusting - mould, rust, dirt, everywhere. The ratings on Booking.com, Vbro, FewoDirekt are excellent for this apartment. This cannot be true. I think the property management creates fake reviews. On the website of Marriott Homes and Villas and on the website of Karian Property Management you are not able to leave any comments. They have only some good ones - I think created and managed from its own PR, marketing company.

Marriott and Marriott Homes and Villas do basically nothing. They have refunded me the cleaning fee, but the apartment was so disgusting that I was not able to stay more than 2 nights. They donot refund anything, you are not able to cancel - please read the cancellation policy of Marriott Homes and Villas carefully.

PLEASE DO NOT RUIN your holiday by BOOKING MARRIOTT HOMES AND VILLAS and DO NOT pay the amount in advance. There is no chance to receive the money back even when the acommodation you receive is disgusting and does not comply with the description presented on the website of Marriott Homes and Villas.

I am wondering, how Marriott could have given his name to this disaster.

First off, my family is very loyal to the Marriott brands and as a Bonvoy member, all my hotel experiences have been great. This why we decided to use the Marriot Homes & Villas option for a family spring break get away. Given the Marriott the reputation, we thought we woud be in good hands. However, our experiences was the most disappointing rental and vacation experience we've had, hands down. While the home we selected looked amazing online, upon arrival we were greeted by strong, pungent smell that permiated the entire house, on each level and in each room. It was so unbearable the kids chose to wait outside as I attempted to air things out, and that did not work at all. While likely not a health hazard, I would certainly say this was a material defect that would prevent us from enjoying our stay. The home did not smell clean, nor did it appear to be very clean (dirty walls, crumbs on floors, stains). There was a lone, sad and empty air freshener plugged in on the first floor so apparently there was a weak attempt to address the smell. We left within 30 minutes and booked a Marriott Vacations Resort nearby and essence, ended up paying NOT to stay in the rental. Marriott Homes & Villas was not of any help and did not see why we shouldn't be made to pay to stay in a stinky home for the entirity of our stay, even thought they continued to make money off us. I was not surprised to see the home has an active listing and has been on the market, for sale, since October 2024, and regret not doing my homework prior to renting. We've had success with other platforms like VRBO where you can see and leave real user reviews and well as Air B&B who DOES refund based on unpleasant oders. I am still hopeful that Marriott can make this right and properly vets these "highly curated" properties on a regular basis as it says it does before the Homes & Villas offering further tarnishes their brand.

I had an extremely disappointing experience with both L'Abode Accommodation and Marriott Homes & Villas. They canceled my reservation three months after it was made, leaving me in a difficult position with limited alternatives. This level of unreliability is unacceptable, especially when making long-term travel plans.
I highly recommend booking elsewhere to avoid unnecessary stress and frustration.

Great customer service!

Hermine has been so helpful in addressing my concerns regarding an upcoming reservation that I had made. I truly appreciate her responsiveness and attentiveness.

I recently tried to book a beachfront property through Marriott Homes & Villas (HVMB) that I had stayed at last year, and I’m beyond frustrated with the entire process. After logging in, selecting my dates, and entering my payment info, I was immediately hit with a pop-up instructing me to email HVMB. I received a call the next day, but the person didn’t leave a voicemail—just a missed opportunity for communication.

When I called back a day later to follow up, I was shuffled from one agent to another, each giving me different, conflicting explanations. First, I was told I couldn’t book the property because someone else had allegedly reserved it at exactly the same moment—at 1 a.m. Then, I was told it was a technical glitch. The whole situation felt like a disorganized mess, with no one taking ownership of the issue. I also spent a lot of time on the phone with their so-called "local team," which turned out to be a team that didn’t even know what time it was, as they greeted me with “Good afternoon” at 9 a.m.!

To make matters worse, I was promised a call from a manager between noon and 1 p.m., but of course, that never happened. I even tried escalating the issue, but all I got were more agents passing the phone around. It felt like no one was actually listening or trying to help.

On top of the terrible service, I suspect that HVMB is engaging in unfair pricing practices. The price for the property started at $1,600, but by the time I was able to book, it had jumped to $1,900. While I was on the phone with their team, the listing actually disappeared from the website, and one of their employees even admitted that the situation seemed suspicious. When I asked for a price adjustment, they refused, citing "demand," but I suspect the price increase was directly linked to my repeated visits to the site. It honestly felt like they were trying to cover up their shady pricing tactics.

As of now, the property is listed for $3,000, and I’m willing to bet it’ll continue to rise. If it wasn’t for the fact that this home is oceanfront, I would never consider booking with HVMB again. I’m honestly tempted to reach out to the homeowners directly and warn them about the damage HVMB’s poor service is doing to their bookings. This is my second negative experience with Marriott Homes & Villas, and I’ve had enough. Earlier this year, I had issues with Marriott denying me points from a promotion, and after escalating to Marriott’s executive office and my state’s Attorney General, I finally got the bonus points. It feels like HVMB is more focused on deceptive practices and poor customer service than actually helping their guests.

I’m extremely disappointed and frustrated, and I can’t recommend HVMB to anyone. If you’re looking for reliable service and transparency, look elsewhere.

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.