Marriott International, Inc. Reviews 

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.

I booked 2 nights at the Peach Shake Inn in Myrtle Beach a Marriott property with bookings being managed by Vacasa. The quality of the accommodation was far below what I expect from a Marriott property. For $270 a night I expected at least a 3 out of 5 quality rating. The accommodation was a 1, maybe a 2 at best. The property was not well maintained. The hallway smelled like vomit and was sanitarium feeling. Not the way a beach property should feel. The unit was filled with cheap furniture. The couch and lounge chair were old and disgusting. We would not sit on them. The lock to the balcony door was broken and would not lock. We did not feel safe. One of the shower faucets had vice grip pliers holding it together. Please see the attached pictures.

To say we were disappointed would be an understatement. I feel like I was ripped off and it ruined what was supposed to be a special weekend.

The Feedback posted but no one ever cares at Homes and Villas (USA). Don't ever stay in Homes and Villas by Marriott in any USA properties.
We had excellent experience in Tokyo, though.

Trying to find a home to rent for a week’s vaca…. this App needs a lot of enhancements:
1- it shows a nightly rate , but when dates are entered it shows up with a much higher nightly rate - most of the time.
2- homes that are added to “favorites” don’t always show back up.
3- Pictures are mostly non-toggle or non-magnifiable which at times is very frustrating when you’re trying to identify something small in the pic.
4- Cleaning feed are laughable and ridiculous. I tried one for 8 ppl vs 2 ppl = $400 for the trip whether 3 nights or 7 nights. Another was $597 for 3 nights. Makes you wonder who is pocketing these low lying fruit - not the poor hard working cleaning crews, nor the investor/owner for sure. Bordering on Ripoff - yeaaaah could very well be!

If I could give it a ZERO I would…we chose a home in London….upon arrival we noticed MOLD infested bedrooms and broken lock for door…wet linens on beds
broken Glass and beer cans in outdoor area…too many things to list…after finding a safer place online we left after making numerous calls to no avail….they refuse to compensate only gave us half so we are still missing almost $2k….we are frequent Marriott users and elite members….we we’re told “you still had a place to stay” that is NOT acceptable is a health hazard!!!!! Extremely poor customer satisfaction after numerous emails we were told our case will not be reopened

I’m only giving this one star because that’s the lowest I could give. I stayed at Vista Cay Resort in Orlando from July 21-24. While my issues were not as bad as some of the others that have been posted, I did have some and they were never addressed.

After my stay I contacted Marriott Homes & Villas to inform them that I was not satisfied with my stay. I spoke with a Kacy. She told me that she had got in contact with the property manager and asked for any emails, receipts, extra to basically verify my complaint. I sent her everything. I haven’t heard from her since. Talked to another person and told them what happened. Haven’t heard anything back from them either.

If you are going to doing anything with Marriott, just stay at a hotel. Avoid this poorly run operation called Marriott Homes and Villas at all cost. I had to use over 160,000 points for my stay and I should have just kept my points and paid my money to stay somewhere else. As a titanium elite member, I definitely didn’t feel appreciated or valued with my stay.

I would never, ever use a Marriott Villa. Zero accountability. They asked our family to sleep in beds that were infested with bugs. They did nothing. Completely ruined our family vacation to Italy. I understand that this review means nothing. They don’t care. We tried everything. We didn’t even ask for our money back. We simply asked for a new villa. Three nights in a row. It was awful. Our children and my mother in law were asked to sleep with bugs. My children got sick. We begged them to help. They did nothing. DO NOT use Marriott Villas for anything. It’s horrific.

I wish I had read these reviews before I booked with Marriott Homes and Villas in San Sebastian, Spain. The problems we encountered mirrored issues others have written about in their reviews. The local property manager, in this case, Basque Stay, did not respond to questions in a timely manner. In some cases it took two days to receive a response to a question. The mattress on the pull out bed had what appeared to be urine and other stains all over the mattress and two of the bedspreads also had blood stains. (I took plenty of pictures which I sent to Marriott Homes and Villas). There was very loud construction that took place every day for the majority of the day on the apartment right above ours. I awoke every morning to loud drilling and the noise lasted most of the day. The apt was also very loud due to street noise which made it hard to keep the windows open at night but there was no air conditioning so closing the windows made it very hot in the apartment. The apt was in a great location and we loved San Sebastian but I was very disappointed in Basque Stay and equally disappointed that Marriott Homes and Villas does not care about our issues at all. Thus far the response I've received from Marriott is that they are sorry for my inconveniences but Basque Stay has to process any refunds, Marriott takes no responsibility for our problems. I booked through Marriott because their website led me to believe these would be high end places to stay with high end amenities and customer service. I also liked the idea of using and redeeming Bonvoy points for the stay. Never again will I book through Homes and Villas and the experience makes me want to stay away from Marriott in general.

The website says the homes are cleaned and inspected before arrival. We rented from Meno properties in Vari , Greece and arrived 7 pm with four ac units not functioning. by 11 pm they told us to sleep with windows open , it was 80 degrees, and the next day they would attend to it. 9 am and no one called us back until 11 am By then we could not stand it and left for a hotel( not Marriott for sure). The rental company and marriott declined any refund and to make insult worse are blaming us for leaving. I would like to see any of them stay that night.To be fair I offered to pay 1 of the 4 nights pre payed but they both declined and kept all 4 days as paid. Who knows if they even fixed the ac issues. Stay at a hotel forget these home rentals.

We had to wash our sheets and towels last night. This has been the worst experience with any home rental company, and I've used several. I am not getting any support from Chet (KFE management) nor Marriot Home and Villas. I am very disappointed with Marriott. It seems no one is responsible.

I called Marriott and they pass me off to the Home and Villas division. Home and Villas then passes me off to KFE management. And contact with KFE management (Chet) has been less than helpful and honestly seems kind of shady. Chet texts from several different numbers and doesn't respond until I complain about him not responding.

Marriott Homes and Villas needs to find a new property management company or refuse to list properties managed by KFE. They are NOT capable of taking responsibility and making their guests feel comfortable. This is not what I expect as a long time Marriott client. Based on this experience, I would not recommend Marriott Homes and Villas.

Do not book with Marriott Homes & Villas under any circumstances. We were looking for a luxury stay that would accommodate our extended family. There were no properties on Airbnb that met our needs and the quality that we were looking for. We came across Marriott Homes & Villas and trusted the booking that we found because of the Marriott name (not to mention the points we'd be able to gain for future stays). To say that we were disappointed would be an understatement. The pictures were truly deceiving. The exterior of the home was falling apart with patches all over the roof and black mold like discoloration tainting the light colored exterior surrounding the entire property. Google maps has a more accurate depiction of the property than the photoshopped pictures posted on the home and villas website. Unfortunately, you don’t get access to the address to look it up until after the booking.

Overall, it was an absolute disaster working with the management company StayMarquis (Stay Marquis). We received a welcome packet within an hour of arrival that had no information on check in/how to enter the keyless property, which left us to call the home and villas/stay marquis 24/7 hotline that goes straight to voicemail followed by multiple calls directly to the property manager with no response. Only to later receive a text with the code.

Not to mention the same welcome packet that had simply the wifi password listed under the check-in process had an entire list of all the dos and donts, including don't turn on the heated pool, don't increase jacuzzi past a certain temperature, and respect quiet hours. Mind you, the pool was absolutely filthy and filled with murky water where you couldn't even see the white filters at the bottom of the pool, and when we asked to cover it because it was so disgusting to look at they said it was not an option.

The hot tub was filled with tree branches and leaves and skin debris along the water line. We asked them to come clean the hot tub, and they stated that it was cleaned immediately prior to arrival and the leaves and branches must of washed in from the rain. After we sent pictures, they sent someone to clean the hot tub, and when we attempted to use it, it would not heat up, and that's when they asked us to play around with the fuse box, and do our own electrical troubleshooting. When we refused they resent the same individual, who stated that he was not a hot tub technician and this is the first time he's working with this management company and questions whether or not they've been keeping up with the maintenance, given the number of issues that he had to read a manual to figure out. Needless to say, we did not get a chance to enjoy either the pool or hot tub, as advertised.

They provided an ounce of body wash, shampoo, and conditioner for each bathroom, even though we were booked for 3 nights with each bathroom booked for use by 2 occupants each. StayMarquis (Stay Marquis) did a horrible job at preparing the property for our stay; however, they were quick to send us a message at 11 pm stating there were noise complaints while we were watching a movie in the living room on a tv that could not go past the volume of 52 out a 100. Really?!They even rationed dishwasher pods and garbage bags into zip lock bags, and cut alot of corners to save a few bucks after charging an arm and leg for a stay that was worth less than a fingernail.

The customer service and quality is not up to par with what I've experienced with Marriott, and given their lack of response to our concerns and lack of interest to responding to multiple bad reviews (that I wished we had seen before booking) and allowing such properties and management companies to use their name, is having me question whether or not I trust Marriott and would want to stay with them in the future. Do better Marriott!!! Stick with Airbnb.

I rented a condo for vacation for 4 days. Then VACASA (the actual property manager) sent me the fine print one day later. At that point, I was out of the window to cancel. The fine print read that I could not set the thermostat below 73. I have a medical condition where I need to be in a cooler environment, doctor recommended that it is below 70. Marriott says you need to cancel with VACASA, and VACASA says I need to cancel with Marriott. On the second reply back, Marriott then told me that it is out of the window for a refund, but I have tried to cancel since I saw the fine print. I could not get ahold of anyone from each place over the weekend. Monday was the soonest that I could get a hold of anyone, and Marriott on top of things doesn't have an actual person to speak with, only a BOT generated email. Marriott says they are transparent, but there is no transparency here.

Marriott Homes and Villas claims 24/7 support. What that means is email with a 24-72 hour response. There is no customer service number. Once booked and Marriott receives their booking commission, they are done with you.
I tried to extend the dates of my stay. You can't do that on the web site. You need to contact the property manager of the property you booked. I did that. They extended the dates. However Marriott never made the change on their site when I looked at my reservation. In fact, it still showed the unit available on my confirmed extended dates. I contacted the property manager ans she said I needed to contact Marriott who told me (via email) to contact the property manager.
AVOID Marriott & Villas at all costs! AirBnB, VBRO, Abercrombie & Kent, Expedia, and on offer true 24/7 customer service that can resolve issues, not send you stock emails 24 hours later.
What happens when the property owner and manager can't be reached when you get to your destination? Email Marriott and wait 24 hours on the corner! LOL but true. I had this happen with AirBnB and they resolved the issue over the phone in a professional and prompt way.
Marriott Homes & Villas is supposed to be high end. A joke that tarnishes the Marriott brand.

If I could give less than 1 star I would. Do not rent Casa Albatross in Amalfi Coast (Praiano). It’s leaky, moldy and has broken bathrooms. The management company, SMAAC is totally worthless.

DO NOT USE Marriott Homes and Villas!

Stay with Airbnb for your own wellbeing.

Marriott doesn't check the quality of their hosts (those property management companies) who blatantly breach Marriott's own terms and conditions by deceiving guests into making reservations and then forcing them to pay deposits and fill in tedious background check forms AFTER the booking.

More shocking: Marriott claims they are absolutely not responsible for monitoring their hosts' listings.

So you're screwed as soon as you click that 'Book now with cash' button! DON'T BE THE NEXT VICTIM!!!

I have reported both Marriott and the host to CMA. If you live in the UK, please consider doing the same!

I have been a Titanium Marriott for several years. I booked a villa in SantAgata southern Italy . I have tried over 10 times to email Marriott Homes and Villas, I have either gotten no response or insulting emails For example when I asked about the ability of getting a crib, I was told the best option was to go to Walmart and buy a pack and play and it wasn’t listed in the home listing. I have spent $20,000 on this family vacation and there is no phone to call to ask questions and the email responses are insulting. I will never book a villa through them again and I am so disappointed. I requested that a manager call me and no response. There is ZERO customer service and NO Phone number. Unexceptable. Dr. Linda Carrick

We had a reservation for Paradise Palms Resort Kissimmee through Marriott Homes and Villas, and we are calling it the Resort from HELL. We arrived to a security gate without our names on the reservation, even though I have messages in the guest portal advising WVH of our arrival. We waited outside this security gate for over an hour, and WVH blamed us for the errors made. We walked into a filthy house with stains on bedding, hair in the bathrooms, a pool that was paid to be heated, and a pool that was just bigger than our personal tubs.

After communicating with WVH with nothing but aggravation, and they were not answering their phone calls or messages. I contacted Marriott Homes and Villas for assistance, but the issues continued. We observed a serious Domestic Violence Incident that had the entire family worried about our safety. When your on vacation, you should be able to feel safe and secure.

We had issues with the digital front door lock not working properly, and contacted WVH. They acted as if we didn't know how to operate the lock, after the week from HELL. They claimed nothing was wrong with the lock, but we were advised that it needed to be replaced and to use a specific code. After learning that the door lock was not securing the door, we made reservations to relocate Our Family to a secure location for the remainder of Our Vacation. We advised WVH about the continuing issues, and they were consistently rude with their passive aggressive communications.

We have found that WVH has a reputation for not fulfilling their contracts, and it appears that they continue to take monies without providing services paid for by their customers.

DON'T RENT FROM WONDER HOME VACATIONS, UNLESS YOU WANT AGGRAVATION, WASTED TIME, AND MONEY. They claimed that it's normal wear and tear...NOT filthy.