Marriott International, Inc. Reviews 

Never book with them! I had used all my points to cook a beach property only to find out there would be construction on the beach 24/7 right outside our place. I cancelled but they would not refund the points or money even though they did not disclose the construction!! I'm a platinum elite member who was exclusive to Marriott before this. They have the worst customer service and even after escalation they offered me nothing. I have decided to boycott and move to Hilton from here on out

Reserved an apartment in cape town, SA and upon arrival unit was dirty, very worn out,old worn carpets and smelled of Urine Immediately gave keys back to host and tried to resolve with Marriott. They refuse to refund the lodging fee saying they did their own research and everything is acceptable. Disputed with Amex and it was in no way acceptable Just a scam Do not reserve with Marriott home and villas unless you can confirm that unit is acceptable. Their customer service is abysmal.

A super frustrating experience with Homes & Villas by Marriott Bonvoy and Belvilla.

We booked a four-bedroom property in Paris through the Homes & Villas website approximately 72 hours before check-in. Marriott accepted 718,937 Bonvoy points and confirmed the reservation.

We already had another Marriott hotel reservation in Paris. Once the Homes & Villas property was confirmed, we cancelled that hotel reservation.

About 36 hours before arrival, Belvilla, the local property operator, informed us that the property was no longer available.

They offered us another property that was listed on Homes & Villas for approximately 432,000 points. However, they wanted us to cancel our 718,937-point reservation and pay €3,100 in cash for the replacement. It was not in the same area and was not comparable to the property we had booked.

The following day, I spent almost six hours speaking with Belvilla and Homes & Villas trying to resolve the issue. I was repeatedly told someone would call me back. During that time, six different properties were suggested, but none were comparable in location, size or quality. Also they wanted us to pay more in cash not points for the properties.

At 4:22 p.m. on August 18, Belvilla formally cancelled our reservation, less than 23 hours before our August 19 check-in.

By that point, the Homes & Villas website would not allow us to book another property beginning August 19 because we were inside the 24-hour booking window.

What makes this even more irritating is that the original property was still showing as available on Homes & Villas for August 20 to August 25, despite Belvilla telling us it was unavailable.

We are a family of five travelling in Paris. We relied on a confirmed Marriott reservation, cancelled our other Marriott hotel booking and were then left trying to arrange new accommodation with less than one day’s notice.

I am a Lifetime Titanium Elite member and have been loyal to Marriott for years. I expected Homes & Villas to stand behind a confirmed reservation offered through the Marriott platform.

I am a Marriott Bonvoy Gold member (formerly Platinum) and booked a Puerto Mogán (Gran Canaria) apartment through Homes & Villas by Marriott Bonvoy for 8 nights in July 2026. The apartment was not what was promised: the air conditioning did not work for the entire stay and there was no ventilation — living in 37°C heat without either is a terrible experience I would not wish on anyone. Basic supplies were missing on arrival and the safe was broken.

The property manager (Sleepaways) ignored complaints and in a whole week could not even send a repairman — a complete customer service failure — and remained convinced to the very end that they had done nothing wrong, which is astonishing. Marriott confirmed in writing that reimbursement or relocation was possible, yet neither happened: no alternative accommodation was arranged and the money was not returned.

The final resolution, decided by Marriott Homes & Villas, was 160 EUR and 5,000 points — laughable for a ruined week. From Marriott I expected far better; this is not how I imagined they treat loyal members. I have since had to take the matter to my bank as a card dispute.

Well, where do I start? In the beginning, on the website, it didn’t indicate what currency it’s using, false advertisement, result in me using the wrong card and incurred the international transaction fee, then I tried to cancel it and use the correct card, the one that got charged wasn’t refunded. And I tried to talk to the belocal management people, it seems that every time I send something, it was different people responding, and he/she asked me to raise it with Marriott… I was wondering why? Did Marriott get the money? Anyway I did eventually, then they told me to go back to Home&Villas… so I then turn to my bank to try and dispute it, nothing comes back yet, we’ve left the accommodation nearly a week now, nothing. And when we are at the apartment, it said on the website that the cleaner will take photos every time they’ve done cleaning, so we took ours just in case they pin us on something. It’s worse than AirBNB but the whole experience is more airBNB than 5 star hotel chains. And when we are in the apartment, some of the cutlery were missing, when we ask for a tong, 3 spoons and tea spoons, they can’t even get it right! The whole experience is far from good, terrible terrible terrible experience. I can only say I will never used home & villas. From website down to local management, going from bad to worse! And when they send the message, they don’t even use an ending with “kind regards” or “hi” to start, so disrespectful! I used it in the beginning but then I found that they don’t use it at all, I copy their attitude and stop using the greetings, too. Gee….what a terrible experience! Waste of money!!

Will never use this service again! Over priced and disgusting! We booked a home in Seaside, Oregon (320 Ave C) It was so filthy it ruined our entire experience. The place stunk like mold and wet clothes. Bed sheets had someone else’s hair in it. The blankets had literal food (not stains but crusty food) stuck to them. Dog hair and dust balls were under beds and corners. The bathroom was moldy. There was SAND in the furniture. The yard was over grown and covered in webs. Finally, there were hand and foot smudges on every door and wall - the kind that builds up over months which means this place has not been properly cleaned in ages. We hated it. I’m so upset that we can’t rate on their site so I can warn everyone else not to book this house.

The apartment we rented through Marriott Homes & Villas was a wreck and the local management company, Pick a Flat, lied to us and was very unresponsive and uncooperative. The address of the apartment was 12 Rue Pajol, 75018 Paris, France. The list of problems includes: poor instructions for accessing the apartment, broken or non-functioning bathroom lights, a broken dishwasher, non-existent microwave, no instructions for the various appliances, only one set of keys for a 3-bedroom apartment, curtains that did not fully cover the windows including those that faced the street and streetlights, seating for six when eight could occupy the unit, and no dressers with very limited closet space. Marriott has refunded a portion of our fee and listened to our issues. Now, will they remove the apartment from their listings?

DO NOT USE Marriott Homes and Villas!!! If I could give ZERO stars, I would.

I have been a Marriott member for close to 30 years, so when planning a Costa Rica trip, I felt good about using Marriott Homes & Villas (I've always had a consistent experience with Marriott hotel stays, and liked that I could earn points). I wish I had seen all these reviews before booking as my experience mirrors many others.

We travel a ton and have been to Costa Rica ~10 times, often staying for 2-3 weeks. Security is a big deal and when we pulled up to the house, the gate was unlocked as were two of the three doors to the house.

The house was NOT as advertised. There was no bathroom on the main floor. Your choices were to go outside to the pool room, or up an outside set of stairs to the bedrooms, which were all connected (open the outside door to enter BR 1, then through that room to BR 2, and if you had kids, through BR 2 to BR 3 which had bunkbeds).

The rooms were not clean (dirty sheets, toilet paper in the toilet and on the floor), there were two separate nests of black house flies that would each swarm at dusk, dog feces on the property, a broken window lock on the casita, and rickety patio doors that could easily be broken into.

We stayed one night and decided we had to get out. They told us we'd receive a full discount, but we had to get out that day. It was about 2:30pm when we found this out. They claimed to have over 1k other properties, but when it came time to relocate, none were available.

The property management company Marriott hired told us management would be in touch, then they just kept saying "It's in process." This was stressful b/c it was ~$5k and we wanted our money back before we left the country. The property management company couldn't provide us with any helpful information (confirmation, timeline, next steps, etc) and this went on for days.

Thankfully an email confirmation arrived on the last day in Costa Rica and we did indeed receive a full refund. NEVER use this "division" of Marriott. HORRIBLE customer experience. I truly felt duped.

Booked a luxury home across country for long term stay through Marriott Bonvoy, only to find the property managed by iTrip Annapolis. Marriott sold me trust; iTrip Annapolis delivered chaos. AI emails, zero accountability, and cancellation tricks by both that feel straight out of a scam handbook. Unprofessional, manipulative, and appalling. Book here only if you like stress and regret.

DO NOT RENT FROM THIS SITE!! they take no accountability for properties that do not match the advertisement. they are only a 3rd party listing. They do not stand by their listings like AIRBNB. They do not manage there properties appropriately and there is no way to contact them. We rented in casa decampo and had AC issues and toilet issues and were ignored and there is no way to contact anyone.

scams-and-fraud.marriott.com

That's what they should rename the domain to honestly. Made a reservation then the booking agency behind marriott asked me to pay an additional 45x my initial reservation amount to "finalize" my reservation, also no address for this property.

I’ve been using Marriott Holmes villas for over 10 years now and I have to say for the most part they have been pretty good. I just had the worst possible experience with a booking in Puerto Vallarta that got canceled less than 12 hours before we were heading to the airport. We had eight people traveling from across North America and they said our place was unavailable after having it booked for over three months. The only reason I found out is, I was trying to chase information on check in to make sure we got the proper codes. No one would respond. I finally got a hold of the management owner and he said they had no recollection of this reservation. One of the worst experiences you could ever imagine trying to organize eat people through an amazing trip and vacation. I doubt I will ever use marriott homes & villas again. Be careful, what you think is an actual reservation means nothing to them. They will cancel you in a heartbeat if it doesn’t work in their advantage.

We travel internationally extensively and throughout the year. We often stay with Marriott for some degree of predictability, with their expectation that their shifts between countries and destinations.
We also rent an apartment in Paris each year. This year we decided to rent an apartment that was listed on various sites, but lacked review history, so we booked it through Marriott. Our thought was that if we booked through Marriott, we were booking predictability. We paid a premium for doing so. We could not have been more wrong.
First, booking was nearly impossible online due to acknowledged system glitches. You also cannot book by phone. We probably should’ve stopped there.
Then, after 17 hours of travel, the greeter was late to meet us, and she did not know where the apartment was located. She let us and all of our luggage to the wrong building despite my insistence that she was going to the wrong building. That’s a minor inconvenience.
The apartment was filthy. The bathrooms were the dirtiest I have seen. The sofa was littered with broken fingernails, crumbs, dirt and more. The walls were covered in spills. There was old food on the dining room table. The floors were dirty. Dishes were broken.There is much more that I would rather not write. The apartment also had mites eating through the walls with growing holes spread spreading through the apartment.
Marriott would not offer one bit of help. No amount of status could connect us to the appropriate representative to help with the situation. There are no representatives. Apparently, there is no real affiliation between Marriott and Marriott Marriott Homes and Villas.
We will not book through Marriott Homes and Villas again. We strongly advise everybody to make the same decision.

Booked via Marriott Homes & Villas; the Pacifica, CA property was managed by Marbella Lane. 4-night stay (Dec 30, 2025–Jan 3, 2026) paid USD 3,901.67. We experienced (1) a severe ant infestation in the kitchen that escalated to an extreme level on checkout morning (photos available), affecting our food and ability to use the kitchen, and (2) a failure of the main upstairs shower on night 3 that required multiple email exchanges to identify a workaround (reboot) to restore use. Issues were reported with documentation, but response and follow-through were slow. Requesting a clear refund/compensation proposal and confirmation of professional inspection/treatment.
Reservation #：M1754310899587

Was actually going to book the Marriott Hotel in Malta but their own advertising steered me to taking an apartment. It looked lovely on the photos and assured by the Marriott name. Text even mentions being welcomed at the apartment and airport transfer that can be agreed - both nonsense in reality

What we got was confusing access instructions with two lots of key code doors (one disabled so we had to keep using the emergency key in the lock box - if that was ever taken then we would be locked out). The apartment was meant to be in a block of rental only, which was not the case.

The main issue was that their photos and the reality of the apartment were miles apart. I don't know how old the photos were but what we experienced was broken and tattered. Looked like an animal had chewed all the kitchen chairs, a shower tray broken and resealed (I have no idea how you break a shower tray), bits missing from doors facia, shower disconnected from wall, curtains coming away from wall and a fridge that wouldn't shut properly which was building ice. Laughed at the Toaster with the wrong plug for the wall!

Luckily we went out most of the time and just slept there. Not the experience advertised and will never ever use them again. Now waiting for my deposit back and putting it down to learning and hopefully others can too from my review.

Homes and Villas is a scam. They mark up properties they don’t even manage 25-30% over the price of the property management companies price. When called out on this they refer to their rewards of points and elite night credits as justification for this. First, charging for their rewards program completely defeats the purpose of it. Second, the difference in price between the property management company such as Vacasa and Homes and Villas is 4-7x the value of the points you’d receive. Despicable to take advantage of people like this and pretend you’re offering a benefit you’re actually overcharging for. None of the properties on Homes and Villas are managed by Marriott so if you see one you like find it on the actual property management website and book through them. You can buy Bonvoy points for better value than you are charged for receiving them through homes and villas.

We booked the above apartment through the Bonvoy site, deciding to try this instead of a VRBO or AirBnB as a very loyal and happy longstanding Marriott member. Unfortunately, this turned out to be a very BIG mistake. This trip was to celebrate our 31st wedding anniversary with friends for a long relaxing weekend. Honestly, we made the best of it and still had fun despite the less than reasonable accommodations. We would like a full refund as this apartment is nowhere near the experience or expectations of any reasonable traveler.

First, we found out that Roami went out of business recently via the call center which made it easy to understand why we had so many issues. Marriott should do better in vetting its partners and members’ experience. The following is a list of issues and interactions:

In order as they came up:

1. We paid for early arrival ($60). Upon arrival the outside access code did not work, we called the Roami call center number and got that resolved within 30 mins. Once in the building the door lockset on the apartment was not working. We waited for maintenance to come and let us in (this experience took over an hour to resolve). It was resolved and the maintenance person was very nice. BUT not worth the extra $60 paid to gain access hours early.

2. We called on day one later in the evening with 3 other issues (a, b and c listed below). Our first call was to the local number provided by Roami in our welcome email for the on-site maintenance person, Demtri. We reached him quickly, but he informed us he was no longer employed by Roami!?! We then called the general number where a very nice call center woman took down our issues and said they would be addressed the next day.

a. NO hot water in the master shower – this was NEVER resolved during our stay meaning 4 adults had to share one shower for the 5 days – cutting into our time and plans. We had to accommodate extra time for all to use the one guest bathroom. We specifically picked a 2BR, 2bath apartment so two couples could live comfortably with privacy during vacation.

b. The toaster did not work, we used a stove to replace it – we received a replacement toaster the next day.

c. Master bath toilet was running constantly (we did try to fix the plug set ourselves), but we could not. Maintenance came the next day and fixed it.

3. We sent an email with several other issues we were having: Never to hear back.

a. No lamp shade on the living room ONLY lamp

b. Ceiling lights throughout the apartment flicker regularly – probably an electricity issue as they did it together. Never resolved

c. Ice maker and water in the refrigerator did not work, no ice trays to at least make ice. Never resolved

d. Bidet in the master bath did not work. Never resolved

e. Four total hangers in the entire apartment – no way to hang clothing. Never resolved – we went out and bought some.

4. In addition, we found several other issues but decided it was just not worth complaining or asking for additional support:

a. One out of three TV remotes worked

b. There were 2 bowls, 2 small dishes, 2 wine glasses and 3 coffee cups for 4 people. We would expect more than that for a 2-bedroom apartment – we went out and bought more

c. There were 3 face towels for 4 people – we went out and bought more.

d. There were no potholders or dish towels – we went out and bought them

e. The toilet in the master bath was stained inside and very unpleasant.

f. The toilet brush holder next to the toilet is rusty and dirty/disgusting.

g. There were large amounts of dust behind the toilet/bidet and in other places. Overall, the apartment was clean but not well maintained; however, the bathroom required additional attention.

h. In general, once we learned Roami went out of business, the building and apartment area’s condition made sense. This building needs attention, love and maintenance if it is to be brought back to where it needs to be, to meet a Marriott’s standards. It was disappointing we spent both points and dollars on a subpar experience that tainted our anniversary trip.

Honestly, we feel ripped off by HVMB - $1,300 trip. We called support multiple times and they did give us a very small credit, nothing near improving our experience. Shame on you Marriott for not checking out your vacation properties closer before having your customers pay for a dump - these rentals are people's vacations (once a year) you are messing with!

BTW we are decades platinum elite members now contemplating a switch to Hilton.

We completely our stay in Noto Sicily from October 1st to October 11th at a wonderful property but with that said, DO NOT EVER USE Homes & Villas by Marriott to book your travel using your Marriott points. I cannot tell you how aggravating it was to book the property using over 800K points and $560 to learn that calling within 24 hours of the booking, 63 days in advance of the trip, to adjust the length of our stay, I would lose half of my points, no questions asked. They have pages and pages of cancellation terms of conditions which I am certain are designed to confuse. I made at least 12 calls pleading to allow me to shift my schedule over two months in advance and was often met with a robotic human response over and again. It was infuriating. I also didn't realize that the Homes & Villas by Marriott and Marriott Bonvoy are separate organizations,. Even with my Titanium status, it made no difference. I got no where. NEVER AGAIN.

I am a Marriott Bonvoy member who stayed choose Marriott hotels for most of my travels including domestic. The opinion completely changed with my experience with Homes Villas By Marriott as we choose to stay at Ranagata 9A, 101 Reykjavic, Iceland which is a three bedrooms apartment. As soon as we checked in we found the strong toilet odor (not sulphur in the water), we reported to the management company- Heimaleiga (who is a large company rents out many apartments) and they sent someone to check it out. He reported it is a serious plumbing issue. After making some noise, Heimaleiga transfered us to Mani's apartment, Laugavegur 18 which was a good apartment but Heimaleiga staff did not declare this apartment is just above "The Old Bookshop" (Husmals Og Menningar) pub where they play live music until 11 PM and people were screaming and making heavy noise until 3 AM. And the cleaning trucks starts sweeping the street from 5 AMish. When we go on vacation for SIX days, we are tired and wanted a good sleep at least for few hours during the prime time.
When we approached Heimaleiga they refused to help us. When we paid so much for the stay and had a terrible experience with tiredness with no sleep, etc.
Honestly, please NEVER choose Heimaleiga nor Homes Villas By Marriott as they FAILED TO PRE-INSPECT before they RECOMMEND an apartment!!!!
In fact, I will NEVER use Homes Villas by Marriott in the FUTURE!!!!!!!!!

False expectations and advertising represented by Marriott's Homes and Villas. The actual accommodation through Marriott Bonvoy was not revealed until final booking. Did not stay at the property due to sanitary conditions: poop stains in the toilet, dirty floors, three towels for three people for a four-day stay, filthy fridge, broken garbage bin. After escalating the complaint through all channels, full compensation was not received.