Marriott International, Inc. Reviews 

I recently had the unfortunate experience of staying at what was advertised as "Marriott Homes" during my trip to Malaysia. I feel compelled to share my disappointment and concerns regarding the discrepancies and issues encountered during my stay.

Upon arrival, it became apparent that the property marketed as "Marriott Homes" was actually listed under the name "Platinum Suites" on various online platforms, with no evident affiliation with the Marriott brand. This discovery was disheartening, especially since I had made my booking through Marriott Bonvoy, using points earned through loyalty to your brand. The realization of this deception left me feeling misled and disappointed.

Furthermore, the rate charged for the accommodation was exorbitant compared to what was available for the same property through alternative platforms. This pricing inconsistency not only felt like a rip-off but also left me feeling exploited as a loyal customer.

Moreover, the condition of the apartment was subpar, falling far short of the standards depicted in the online images. This discrepancy was not merely aesthetic; it extended to safety concerns, as evidenced by the broken flooring that resulted in injury to my wife, necessitating a visit to the hospital and disrupting what was meant to be a relaxing family vacation.

In summary, my experience at "Marriott Homes" was deeply unsatisfactory. The misrepresentation of the property, coupled with the inflated pricing and lack of quality assurance, reflects poorly on the Marriott brand. As a loyal customer, I expected transparency and adherence to the standards synonymous with the Marriott name, both of which were conspicuously absent in this instance.

I cannot in good conscience recommend the Marriott Homes concept to others. It appears to be a deceptive practice, simply listing properties from Airbnb at inflated rates without the trademark quality and service associated with Marriott. Feeling both ripped off and deceived, I sincerely hope that these issues are addressed promptly to maintain the trust and loyalty of Marriott customers.
Shafraz

The property was disgusting and Marriott refuses to take responsibility for the lack of property vetting. Filthy dirty, lumpy bed, workers outside windows, smell of paint from exterior construction which was not disclosed prior to stay....the list goes on and on. Worst of all, Marriott refuses to address the issue and says that I should have contacted the on-site property management company to address the issues and refuses to take ownership of the matter. If this on-site management company leased this property, they obviously thought that it was acceptable. As a long-time Marriott member and frequent user of Marriott hotels, I find their lack of responsibility for the property they offer on their site is unacceptable.

I'm a long-time Marriott Platinum member and while I continue to stay at Marriott hotels, I urge anyone reading this to avoid Marriott Homes and Villas - if you are looking for an apartment or house, I've had far better experiences with AirBnB or VrBO.

Most recently, we booked a Marriott Homes and Villas property in CDMX. It was a "luxury" property with concierge service, free parking, a pool, and a fitness room. We never heard anything about check-in despite numerous calls to Marriott. Desperately, about 12 hours before our flight, I tried messaging the company via WhatsApp (I had tried emails and texts many times). Someone responded saying that we were being moved to a new apartment - no free parking, no pool, no fitness center, and directly across the street from a dog boarding facility. It was a huge step down from what we paid for.

Plus, there was no concierge service, we were passed between 3 different people and the third we never got contact for so it was useless.

Marriott was completely unhelpful when called about any of this.

Do not use Marriott Homes & Villas unless you have personally inspected the home BEFORE making your non-refundable reservation. We committed over 900,000 points for a 16 nite stay in Kennebunk at 15 Chase Hill Rd. Kennebunk, ME 04043 and relied on the website description and pictures placed by the homeowner. The furniture was very old and dirty instead of what was pictured; the carpets were filthy with numerous pet stains and odors; the bathroom had evidence of water damage; and the beds were decades old and unusable. Despite my Lifetime Titanium status with Marriott they said they were at the mercy of the homeowner and their rental company (Evolve) as to any refund even though we left the property within one hour of arriving and documented the unsuitability of this rental with 20 photographs. BUYER BEWARE! It is also much less expensive rather than using points or $ to NOT go thru Homes & Villas which the Evolve rental company had the nerve to tell us via email in case we ever wanted to rent from them in the future! As if we would ever trust them. So no allegiance to Marriott from the owner’s agent either. Save your points for hotel rooms thru Marriott where you are guaranteed satisfaction and stay away from Homes & Villas unless you do your research.

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.