Marriott International, Inc. Reviews 

Rented two condo’s in Venice from Marriott Homes and Villas that were run by a company called Wonderful Italy. The units were named The Rialto Project. They SUCKED. We arrived and the entire building was covered in scaffolding. There was an elevator but they wouldn’t let guests use it. I called and was told the elevator wasn’t in my contract?!?!?!? Nothing said about a 51 step hike with luggage. The units had 1.5 rolls of toilet paper for 4 people for two nights. There was a coffee maker but no cups, a toaster but no plates or silverware, Marriott and Wonderful Italy provided NO CUSTOMER SERVICE at all. We are Marriott Timeshare owners AND Platinum Bonvoy point members and this is the treatment we got. DON’T USE MARRIOTT HOMES AND VILLA’S. READ THE REVIEWS. THEY ARE ALL HORRIBLE.

If I could give a 0 star I would. Shame on Marriott for renting homes un-vetted therefore unsafe.
We arrived to a home with no roof on one side, animal waste in bedrooms, animal fur on everything in addition to layers of dust, mold, an algae filled pool, broken windows… all documented. Yet, Marriott is doing nothing for the stress this experience created and the thousands of dollars we lost just to get out of this house and find another place to stay. They wouldn’t even use the cost to place us elsewhere.
Awful experience. We will never use again.

Just had a terrible experience, and Marriott was disgraceful in their reaction. Booked a 3 bedroom apt. in Rome for the family, including 2 kids. We arrived at 10pm to meet the keyholder, and the place was in a very sketchy area, The rep then took us up a dark stairwell 3 floors as the 100 year old iron elevator would barely fit one person and bag. Once inside the apartment, the rep demanded cash for city taxes even after i explained we already paid in full. Apparently i was emailed this requirement days before but missed this email as we were traveling. I asked the rep to show me this in writing, or provide a receipt which he had neither. He had no ID. i asked to pay online the next day after checking with Marriott, and he refused. Not only did he refuse, but started to get angry and intimidating, demanding the cash immediately or "no keys". At this point my wife and kids were upset and shaking. We proceeded to urgently leave with concern, but then we were locked in the dark stairwell as the building had an interior iron gate that needed a key to exit (what would happen if there was a fire!). With no one around we started pounding on doors to find someone to let us out, and eventually someone unlocked to exit door. We had to go 2 blocks in the dark to find somewhere with a taxi. My wife and kids were shaking and crying. I immediately called Marriott, and the woman was somewhat sympathetic and said someone would call us back. No one called, and we had to find last minute accommodations at 11pm at night. They eventually responded by email 3 days later, not with any concern for us, but to say we weren't entitled to a refund. I reiterated our safety concerns and that we never got the keys, and they just replied sorry. That was their level of support and concern for a longtime loyal Marriott customer.

We rented a flat in Cannes. The text said wonderful patio excellent for taking a drink on it. The truth was it was 20 meters from the biggest highway in Cannes, so noisy and dust all over. The so called customer servcie is totally useless and the wouldnt help at all. After three weeks after cecking out they havent repaied the depostid either - 1500 euros. As a member of marriott we are so disappointed!

I rented an apartment at 518 Lamar Blvd , Charlotte, NC. The complex has 8 units. When you get in there is a strong rat hole odor that welcomes you.

The unit 8, where we were supposed to stay for 3 days was dirty and had the same rat hole horrible smell. They refused to refund my money because of my unwillingness to stay in that rat hole and breathe the horrible dead rat odor. After suffering from two lung infections and spending days in the hospital two times, I could not take that chance.
In addition my son and I have allergies. By the way, my boy had an allergic reaction for just being there less than 5 minutes.

Marriott can improve their service by removing this unit and complex altogether from the list of apartments they offer. Other competitors are doing way better.

My recommendation is to stay clear of these types of businesses where Marriott claims not to have controls over these facilities. Come on!

Homes and Villas is ruining the Marriott name. I am a Marriott Titanium Elite and Hilton Honors Diamond member. For the first time, we decided to try Marriott Homes & Villas for our trip to the Iberian Peninsula, as we couldn't find a hotel exactly where we wanted. I made the reservation on the Marriott.com website, and within 10 minutes, the property manager charged my credit card.

After a week, I contacted the property manager to request the address of the unit, followed by another attempt five days later. After receiving no response from the property management company, I called MHV Customer Service. They assured me they would contact the company and call me back within 24 hours. I never received a call.

I then reached out to Marriott BonVoy Guest Relations to complain. They gave me excuses, claiming they couldn't access my reservation details because they weren't connected to the MHV system, but they promised to contact MHV and ensure someone would respond. Another week went by with no communication. Eventually, I received an email from MHV about one of the bathrooms being unavailable during my stay. When I called for assistance, the woman I spoke with was unhelpful and suggested I cancel my reservation.

Subsequently, I received another email, in which I was CC'd, stating that I wanted to cancel my reservation because my mother had died. I never made such a statement, and my mother is very much alive. That was the last straw for me. I canceled my reservation online and wrote back to the person who sent the mistaken email, informing them of their incompetence and that I had canceled the reservation.

Shortly after, I received yet another email saying, "Our apologies, those two emails were not for you, and your reservation is perfectly fine." It was clear they hadn't read my previous email because they addressed me by the wrong name, and I had already canceled the reservation. They never responded to my final email.

I will never use Marriott Homes & Villas again. This new program which is obviously an outside company is ruining the Marriott name.

The property we booked 6 months in advance had simply sold. Marriott homes and villas collected our payment in full knowing (or not) that the property they rented to us is not available any longer. Customer service was ridiculous. Useless. Couldn’t find us any alternative place to stay in. Getting us a refund is another joke.
I had to scramble a last minute Airbnb at almost double the price since it was the day I needed it. Horrible experience.

Hate to say but creates bad taste and a desire to avoid anything Marriott

I would give negative stars if I could. I have the most horrible experience booking with them . They say These are hand curated and yes these are the worst curated apartments. I have booked through Airbnb and others never had such a horrible bad experience.. I am taking my business someplace else .. they managed to ruin my vacation. Horrible horrible experience .. the apartment was full of cigarette smell, no internet, they don’t give you key at the apartment .. I would avoid them for 100%. I am so frustrated that I want to sue them for ruining our experience

We had the worst experience booking our stay through Marriot Homes & Villas. We were booked to go to Yosemite and wildfires broke out and the county the house was situated in was ordered to evacuate. But the Homes and Villas customer service refused to help and their vendor Vacasa Homes also refused to refund. They kept telling us the house was not in the fire zone yet. Which is ridiculous because no one would wait for it to get into the fire zone. This was completely inhuman and shows how large organizations can be so greedy for your money that they refused to do anything about it. We have been Marriott members for decades and always stay at Marriott properties. We will never be using Marriott Homes and Villas unless this issue was corrected. I might as well take my business to Air BnB which is more customer focused. The worst customer service and experience ever. I am shocked!

As a Bonvoy member thought it was better then air bnb, we booked an apartment in Taormina, Sicily, it was horrible, sorry no water, electively kept doing off. We left and had to book a hotel . As it was the worst start to our vacation

I’ve been a Marriott owner for 30 years. Owning 3 property’s and points. I am a Platinum Bonvoy.
I got an email offer for Homes & Villas by Marriott. I booked a fantastic price and location across street from Hadrians Gate in Antalya. 700$USD per week, 3 bdrm. W/kitchen that had very little and poor quality utensils. Mold in bathroom walls, musty smell and no response to emails/tel calls.
Had also booked 2 was Coninbeg Cottages, Kilmer Quey, Ireland. 1700€ 2 wks. Clean, comfortable, responsive mgmt, Excellent value.
Word to wise-Look for ratings on trust Pilot.

Review of Marriott Homes and Villas Property ID: Via delle Purificazione, 71, Roma, Italy,

Our stay at the Marriott Homes and Villas property located at Via delle Purificazione, 71, Roma, Italy, 00187, could have been much better.

We encountered several significant issues that severely impacted our visit to Rome.

From the moment we entered the apartment, it was clear that the maintenance and cleanliness standards were far below acceptable.

We discovered mold in the bathroom, which posed a health concern. I have multiple photos that I can share and will share on Trip Advisor, Facebook, Etc.

The presence of blood stains on the pillowcases was extremely unsettling and suggested a lack of thorough cleaning. I have a text from the host saying this was common, and the sheets were sanitized.

Moreover, the apartment had a persistent sewage smell, and the toilet was leaking. This not only made the bathroom unusable but also added to the overall discomfort during our stay.

These conditions rendered the apartment uninhabitable and significantly detracted from our experience in Rome.

Due to the mold, blood stains, sewage smell, and leaking toilet, we were unable to utilize the apartment as intended. This situation forced us to seek extended ti away from our accommodations, which was inconvenient and costly.

The stress and discomfort caused by these issues overshadowed what was supposed to be a pleasant visit to Rome, not to mention I used 900K of my Marriott Rewards Points during my stay in Italy.

Host Response

When we raised these concerns with the host, we were met with a lack of humility and acknowledgment. This response was disappointing and did nothing to alleviate our frustrations or address the serious issues we encountered.

Marriott Corporation Response

Adding to our disappointment, the Marriott Corporation's response to our complaints must be revised. Despite several requests for a supervisor to contact us, there needed to be more follow-up.

We were even informed that a call from a supervisor could not be guaranteed. Furthermore, Marriott Hotels refused to assist us in resolving our issues with Marriott Homes and Villas, demonstrating a concerning lack of customer service and support.

Given the severe cleanliness and maintenance issues, the inadequate response from the host, and the lack of support from the Marriott Corporation, we cannot recommend this property to future travelers. We would like to ask Marriott Homes and Villas to address these problems quickly to ensure that future guests do not have a similar experience.

Nightmare collecting the keys to the apartment.. They tell you a time and no one is there . Security deposit returning process is a nightmare.. No response to email.. Call a US number and hold for 30 minutes .. Marriot - I have enjoyed your service and staying in hotels all over the world. The apartment and villas is a nightmare.

We aren’t very picky guests - we just came from an extremely small bed & breakfast in Milan that we were extremely happy with, to arrive at an absolute dump in Florence under the Marriott Apartment & Villa booking. The keys to the front door of the building and the door to our apartment barely work and we have already gotten stuck in the restroom due to rusty doors. There is water stains on the walls, stains on the chairs and headboards of furniture, and what looks like mold in the bathroom. One of the chairs almost collapsed when we sat on it. There were no blankets/comforters on any of the beds, just extremely thin sheets, and when we pulled out the pullout couch there was a hair on it. Even though we booked through Marriott they are not helping us at all with trying to rebook a new place or refund all the points we spent on this place. DO NOT RECOMMEND.

unprofessional / not reachable customer support, bad handling of deposit, no action undertaken as the slatframe of the bed was broken at arrival

my case will now be handled my AMEX

Good luck! They take a hefty security deposit at booking ($1000) and then despite have no terms and conditions about this, on the booking agreement or their website, they then say they can take 28 days to return your deposit after checking out. Problem is, those 28 days supposedly don't even start until you request the refund. Which, a deposit should go back, it doesn't usually require a refund request. And I wouldn't know all of this due to the false advertising and lack of information. Getting through to someone is nearly impossible and the fact that there is no indication of this long term deposit hold is so scummy. I want me money back!

Horrible experience. I booked a three bedroom apartment in Paris through Marriott Homes and Villas thinking that I could trust the Marriott name. So wrong! After paying both of my deposits on time months ahead of time, I received an email at 5 pm the night before we were to fly to Paris saying that my reservation had been cancelled. I immediately called the customer service number where I was told that someone would get back to me in 24-48 hours and that I should book a hotel. I called again the following morning and was told the same thing. There was noone who could help me. I ended up booking the same property directly through the local office of Pick a Flat in Paris. The apartment was still available and they were told that my reservation had been canceled by Marriott. Marriott never did call me back. What a nightmare!

No communication. They were somewhat available only from 10-6. (Naples, Italy) Even then they weren't always available. No AC or hot water. We trusted the Marriott name. Big big mistake. If it says Marriott go the other way.

Absolutely horrible experience with Homes and Villas by Marriott. If you're considering booking with them, **DO NOT DO IT**. The lack of customer service is astounding – they genuinely do not care about their guests and show zero concern for resolving any issues. It's clear they only jumped into this market to compete with Airbnb, and it shows. Nothing is vetted as they claim, and you can easily find the same homes on Airbnb for cheaper, with far better customer support.

Our stay was a nightmare. The home was nothing like advertised, and to make matters worse, the AC was broken. We were promised a free night's stay by the Vacasa property manager but only got a 58% refund. When we reached out to Marriott, they refused to issue any further refund, saying the host "attempted to address the discomfort." Attempted? That’s laughable.

Do yourself a favor and avoid this company at all costs. Book with them, and you'll regret it. It’s a scam, plain and simple. Save your money and book elsewhere – trust me, you’ll be glad you did.

We rented a cabin on lake Martin with points. When we arrived the power line was laying across the drive way and sidewalk to the house. We parked in the road and entered the house. We found of course there was no power and the house has not been cleaned. We arrived at 6pm with a 4pm arrival time. There was trash, beer cans dirty sheets and towels it was a disaster. I contacted the management company who should have contacted us. They were unaware that it had not been cleaned or the power was out. After waiting on site two hours the management company Evolve said the could get us a house near by the next night but it would cost us $600 more but we’d have to figure something out for the night of arrival now 8pm. After talking with the cleaning lady she gave us the owner of the properties phone number and she offered us her personal home on the lake. A good owner made our stay possible. Our Marriott ambassador was no help and neither was the Property Management listing company. We will never book Marriott Homes and Villas again. We have been Ambassador Elites since 2016, since Covid Plandemic Marriott had been below standards. Wish my point could go to Hilton.