Marriott International, Inc. Reviews 

Absolutely awful! I’m a titanium elite with the real Marriott - this isn’t with the company. Stay away!!!! Customer service is awful, can’t call anyone, absolute disaster from booking to use of condo. A 1 star is too high for this too!

I booked an Orlando, FL trip through Marriott homes and villas for my family end of February. It is now April 6th and I have been emailing back and forth trying to get my money and points refunded since we had to leave due life safety issue at the property we booked.

First please know you are not actually booking with Marriott(which was not disclosed). You pay a third party property management company through this Homes and Villas portal. The property management company we ended up with was One Vacation Home. Our experience with this third party property management company has been awful and Homes and Villas has done little to help.

According to Homes and Villas site I am due a full refund if the property management company could not find us alternative accommodations. I received a partial refund to my AMEX card but not the additional 119,000 points I spend on booking this trip.

Homes and Villas told me I had to get the refund from the Property management company. At this point I am under the assumption I have been robbed 119,000 points and this property management company will not refund my points. Today I have begun dialog with American Express to try and get my points back from Marriott.

More info on why we left property below.

We arrived at the property and there were items that were dirty, broken, and posing a health concern. To list them out would take too much time. The last straw was the mold growing inside their utility closet housing the heating and cooling system. COVERED IN BLACK MOLD. The whole place smelled awful.

I cannot emphasize enough - DO NOT BOOK.

I’ve been a Marriott member religiously since 2015. Traveled with Marriott for business and leisure, and always had relatively good experiences. If I didn’t, whenever I voiced concerns, I always felt heard and compensated for. They felt dedicated to their (loyal) customers which I loved. They also felt human (from corporate > hotel staff). I’ve been so dedicated to Marriott I got the credit card and complete their POV surveys all the time. Not to toot my own horn, but I bled for Marriott.

Marriott homes and villas DOES NOT carry the same principles. I had a trip planned & my Nana suddenly died. I asked Marriott to make a one time exception and switch the weekend and they declined. I offered to pay for any change fee or incremental cost (ie if the weekend rate in June was different than March), and I was still denied. When I called to explain, the associate (Julie) couldn’t have been more rude. Told me they don’t even have a phone number for homes and villas. So now I am at a loss of $1K, after having spent thousands and thousands over the years. I’ve had much better success with Airbnb or VRBO. At least those home owners are human!! And emphatic! And understand tragedies happen. Please do not give Marriott homes and villa any of your money.

Customer service is terrible for Homes and Villas. I had great customer service for the part of Marriott that does hotels bookings but unfortunately they said they are not allowed to help with Homes and Villas. There is no phone number to try to reach them and they do not respond to emails from the form on their site. When checking my reservation it says to update my credit card information but when I click on that box I get the following. This has been going on several days.
Don't worry - we're on it.
We’re having trouble with this page, but our team is working on the fix! Try another search or check back soon.

I am a Marriott Ambassador Elite member and used this as I thought this was a more reliable alternative to AirBNB since it has the Marriott branding. Though the properties on the portfolio are of great quality, I had an error on my first booking and it was only because I made the correct guess who the property manager was that I was able to get prompt help. Marriott Home & Villa's support is outright non-existent and for a booking in 7 days time, only got back to me 2 days before with a solution that the property manager already rectified. the second booking was intact and no issues with payment or the deposit system.

Ensure that you have a reliable internet connection, do not reload the page (it took 4 minutes to complete the booking to get a Marriott confirmation number), and if you are in France, you can enter the registration number of the property to guess who the property manager is.

The benefits however of points during the stay and bonuses they may have from third parties such as Amex could make the trouble worthwhile.

It is absolutely ridiculous that I have sent 5 emails and have yet to hear back. I booked a vacation. Through homes and villas and it was canceled for no reason. I have friends and family coming in and my home was just canceled. I called Vacasa and all they could tell me is that Marriott canceled it. I am an ambassador member with Marriott and am so frustrated that I can’t talk to anyone or figure out what happened. They have no phone number and do not respond to email my Payment was taken and I got a
Confirmation email and then it’s just canceled . How does this happen

Conned by Marriott - curated my foot. Deposit charged despite same not being required by to he local agents. Deposit not returned. Marriott cannot assist despite it being touted as their product. Only a non responsive email address to contact. No support or ability to even open a file with Marriott directly. Would not recommend at all.

First and last time booking a home rental via Marriott Homes and Villas. They subcontract out to a horrible company named VACASA. After sending in deposit we discovered MASSIVE fees added to the bottom line. From lockbox maintenance fee to a $500 cleaning fee! Then, one month before our departure date VACASA sent an email canceling the rental with no reason. They sent a list of other homes we could choose from - all of which were priced well below what we had already paid for in full! They now promise our FULL refund in 3-to-5 days. I've got no reason to trust I'll get it.
We trusted the Marriott name - only to find out Marriott really does nothing to make things right. Marriott apparently never checks the multitude of angry internet reviews of VACASA - or maybe Marriott just doesn't care. Shameful either way, tarnishes the Marriott brand.

I have tried for two days to cancel my reservation. Through their website, and through their contact email. This is such a joke and scary after I have read all the reviews. They say its a 100% refund if canceled 14 days prior. Our reservation is for 5/21. I will never do this again.

I have nothing positive to say about Homes & Villas. Unscrupulous, greedy hosts operating under the Marriott banner. A pretty pathetic attempt at emulating Airbnb to be honest.

Terrible experience! Serious concerns regarding how Marriott supervise these properties, problems related to maintenance, like the heater system. Plumbing, showers and bathroom not working properly. Lack of control in security access to strangers, conflicts with other reservations in which guest invaded our property, etc.

I am a Marriott Gold Member, and have really liked Marriott, so booked at their Homes and Villas. The property is allegedly "curated". It is not. The one I stayed at did not look like it's pictures, and was not a place I'd expect Marriott to "curate". There was no hot water, the WiFi was shoddy, and there were dead cockroaches in the stairwell. Icing on the cake, though, was when a mouse ran past me as I was watching TV in my living room.

I have attempted to reach Marriott, but their Marriott customer service cannot help, and Marriott Homes and Villas has no phone number. There is just a form you fill out online. I would not consider that 24/7 support, as they have advertised on their website.

In the past 2 days, I've filled out 2 forms, sent an email, and called the Marriott customer service number twice. I have not heard back from Marriott Homes and Villas yet.

Do not use their services. There are plenty of other options out there. This is by far the worst.

one of worst travel experiences I've had - they have no phone line, no customer support on weekends over email, and the host tried to overcharge me so I ended up losing my booking and staying elsewhere. Don't be fooled this is not a legit program

Villas and Homes by Marriott Bonvoy is a total Disaster. Do not rent thru them. Marriott does not recognize them even when you call Marriott. Could be a major scam. They do not have a phone number or address either.

Very dangerous experience at a Homes & Villas by Marriott International. Gas leak in the water heater and carbon monoxide in the home. Gas company shut off the service and we had to evacuate. Our kids now have headaches, are sick to their stomachs, and everyone is very thirsty - all signs of carbon monoxide poisioning. Marriott had tried to cover up the issue with air fresheners and the smoke and carbon monoxide detector was malfunctioning.

Marriott moved us to another property for just one night, but now we are in Washington, DC with 6 kids for Thanksgiving and Marriott has not provided us with any replacement accommodations. Apparently almost killing your family on vacation is just a business expense to be minimized. This is by far the worst experience we have ever had at a Marriott property.

Beware Homes & Villas by Marriott - it is a sham pedaling the Marriott name that could kill you!

You will be on your own !!
Firstly Marriott have no telephone numbers for this part of the business, email is the ONLY option..... And they won't reply!
Secondly If you call the main Marriott number they will refuse to deal with Homes and Villas and tell you you must email them, even talk to a supervisor.... no help.
You WILL be left with no help or support from either Marriott or Hosteeva (who manage the booking) who will each tell you the other is responsible.
Marriott is the front to this business, they are responsible.... Fact!
Marriott are are disgusting to treat their customers like this, SHAME ON YOU MARRIOTT, it would be shame on me if I ever used your company again..... I won't ever do business with such an appalling company!

Marriott should reimburse me for this rental theough Marriott Homes and Villas. This was a bait and switch. The property is terribly dilapidated with many problems. No one came to fix any of the multiple problems. When someone finally showed up he said he didn’t have necessary tools and would come back and didn’t!! We paid way too much and definitely expected better. This was downright deception!

Booked with them for a stay in Puglia for my parents’ 50th wedding anniversary. A luxury stay it was not- broken stove, broken dishwasher, broken showers, person checking us in was an hour and a half late… zero support from Marriott. Basically, this is a scam and you’re renting dodgy properties from independent companies. Marriott’s name should be a guarantee of quality and support and instead they wipe your hands of you.

I booked an apartment in London through Marriott Homes & Villas in September 2021. They charged my card. But 21 days before arrival, I hadn't received the contact information, apartment address, etc.
I reached out to the Marriott partner managing the reservation. After 2 emails, they said I didn't have a place to stay because they never got the reservation (but they clearly had my money). Marriott Homes and Villas did NOTHING. It took them 5 days to respond to my emails.
How I finally got a response was a nasty tweet about it to Marriott Bonvoy. Over the next 3 days, they told me they'd refund my money, then sent me an email saying I wouldn't get a refund because my reservation had been canceled less than 30 days before arrival. Then said they world refund my money and honor the nights stayed and points if I booked somewhere else.
When I inquired on how to do that, I was told (by the same person in the same thread) that they wouldn't even be giving me the points and nights. I finally got some one (after 5 phones calls, 10 emails, 2 tweets and several DMs) to give them the Elite Customer Service phone number, where after being told again, "No", and asking to speak to a manager, managed to at least get the nights credited and points. Never did they offer to actually help me with the problem they created. They gave me a link to another booking site that was questionable. Never did they offer to put my family up in a Marriott hotel. Basically, I got a bunch of useless points (40,000 isn't even enough to get a free night in any of the Marriott brands hotels) and some nights which might get me status if I ever stay at a Marriott again.
After I sent two emails to the VP of Loyalty, they finally agreed to pay the difference in price between what I booked with them and what I paid the other site. They included what looked like the body of an email (no header like all the other emails in the chain) they claim they sent where they requested the receipt for refund of the difference. Never before that final email had they offered to reimburse me the difference.