Marriott International, Inc. Reviews 

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.

Just when you think it could not get any worse with Marriott. We’ve had several bad experiences on the hotel side this year, but this was even more horrific. We travel extensively for leisure (six months annually) and for the most our stays are in hotels across a wide range of Marriott brands. Trying to be a loyal Marriott user, we decided to try Homes and Villas by Marriott.
Our trip took us to southern Italy, specifically Ostuni in the Puglia region. The apartment we chose, Palazzo Rapana Superior Apartment is a two-bedroom space that touts all the comforts of home, as well as an indoor jacuzzi, which they feature prominently on the Marriott site. This location is booked across a wide variety of other booking engines on the internet on which they do the same.
Be warned, this apartment is nothing as advertised.
The check-in experience is a nightmare. We had to navigate the front entrance of this location accessed by keypad. It took 15+ attempts to respond (pic). It is very old and non-functional. Multiple attempts to call the management company (which Marriott defaults to) for assistance were unanswered. The inner access is by key lock, which is likely original to this 100+ year old structure (pic). Again, a nightmare and no guidance and no one to contact on how to use.
The space is very dated and quite gross. There is paint chipping off the walls in several locations (pics). The showers appear to have mold around the base (pics). The jacuzzi has lovely accents of brown and green (mold) at the water level (pics). As tempting as it was, we decided not to use for fear of some type of infection.
We reached out to the property management to request soap for the showers and informed them that only two of the pillows had pillowcases (pics -lovely stains on the uncovered pillow). There were also no towels for use in the kitchen (used bath towels) or soap for the dishwasher.
You are also expected to follow a daily garbage schedule and are threatened with fines if you don’t adhere. The schedule requires daily adherence (pics).
Lastly, the “Unlimited Wifi” is very limited. It barely works with one device (don’t expect streaming), and two devices are a wish and a prayer. Not very pleasant when overall cell signals are one bar at best and you have to go out to the street to have a conversation. Do not rent this location if you have any intention of getting work done.
I can’t stress enough how poor this experience is. Marriott would be best served to have their “Curators” spend a little more time evaluating potential properties and be less concerned with offering disgusting options like this one to drive revenue. Avoid this property and Homes and Villas by Marriott at all cost.

WARNING to Travelers – My Marriott Homes & Villas Experience

I want to share a deeply frustrating experience I had with Marriott Homes & Villas so others can avoid the same situation.

My family and I booked a property months in advance. The day before arrival — only because we called to confirm details — we were informed that Marriott had canceled our reservation. We never canceled it ourselves, and at no point did Marriott notify us of any cancellation.

To make matters worse:

No alternative accommodations were offered.
We were left scrambling at the last minute to find lodging in peak season, paying significantly higher prices.
Marriott refused to refund my initial $7,000 payment, despite the cancellation being entirely on their side.

This was not just a breakdown in service — it was a complete lack of accountability from a global brand that markets itself on reliability and trust.

If this can happen to me, it can happen to anyone. I will not be booking with Marriott again and will be sharing my story widely so other travelers can make informed choices.

Marriott: You canceled my reservation without notice, left my family stranded, and kept my money. That is unacceptable.

#MarriottFail #TravelWarning #ConsumerRights #MarriottHomesAndVillas

DO NOT USE MARRIOTT HOMES & VILLAS!!!!

Upon arrival to the property in London, I encountered difficulty accessing the property after climbing eight flights of stairs with my heavy suitcase. Once inside, the apartment's condition was concerning. The cleanliness standards were well below expectations, with issues including:

- Bed linens that appeared unwashed with visible debris and mold
- Signs of moisture damage on walls
- Damaged flooring with cracked tiles
- Excessive dust throughout the space
- Missing basic amenities (toilet paper, soap, towels)

Communication with the property manager was limited to WhatsApp messaging only. When I requested to cancel my four-week reservation due to these conditions, the request was initially declined despite documented evidence of the property's state.
The booking cancellation took two days to resolve, during which the property remained unsuitable for occupancy. While Marriott Homes & Villas eventually processed a cancellation, there was a GBP 2000 discrepancy in the refund amount that has required additional follow-up.
A cleaning service was arranged on my departure day, though the brief 30-minute visit appeared insufficient given the scope of issues identified.
The customer service experience with Marriott Homes & Villas was disappointing. As a Titanium Elite Bonvoy member, I expected more proactive support in resolving these accommodation issues.
Based on this experience, I would suggest considering alternative booking platforms such as Airbnb or Expedia for vacation rentals. The combination of property condition issues and limited customer support made this stay particularly challenging and not worth the time, money or headache.

Horrible customer service. Very unresponsive and if you are not US/Canada based your may have to call expensive numbers. As they often just rent from over rental companies and just add their 20-30% fee, they will not even be able to help on any problems and refer the issue back to the local company which can get problematic. There is no general standard of any house. Also, you will find any listed home significantly cheaper elsewhere. It’s just the brand name you pay the top up for. Also promised promotions on elite nights may not be given at all.

Why this house needs to be removed from any vacation rental site:

I’m not sure about the rest of the homes on Marriotts Home and Villas. I do know the one 1326 West 69th Street, needs to be removed from any list as a safe place to stay. This is a thrown together apartment. Based on the extension cord hook up for power in the bedroom, it cannot pass an actual house inspection. For reference I lived around the corner from this house for many years. I know this neighborhood, which is why I chose to stay there.

We arrived late at night (midnight) we had our instructions to enter the front door of the house. We input the code and it didn’t work. We repeated this until the door opened. On the other side was the man who lives in that house. Thank GOD he wasn’t a lunatic, else me and my brother would’ve been shot dead.

The neighbor was kind enough to tell us which door to use. We went to the door, the code and the “back up code” failed. So I called HomeHop and they gave us the correct code.

We entered the house and was immediately met with the loud smell of dog urine. As we went in search for the source of the odor, we encountered dirty bedding.

The dirty bedding had obviously been underneath someone having a “good time”. A large stain (still wet) of sexual body fluids.

We unpacked gloves (I’m a Global Wanderer, rubber gloves are a must for this very reason), poured hot water, cleaning solution, and bleach in pots and pans, and cleaned every surface we would possibly come into contact with. We spent the next several hours cleaning all surfaces. I stripped the bed, laundered everything, remade the bed, put all the dishes away, and finally by 0430, we were able to sleep.

We were prepared for the parking games that have to be played on this street. You just have to drive around the block until someone moves, or park on 67th.

We were not mentally prepared to fly across country to be stuck on a porch in the middle of the night or have to spring clean a house.

Stayed at Villa Nirvana in Dalyan, Turkey managed by Marriott Homes & Villas. The filthiest villa in all of Dalyan; don't be deceived by its optics. How they managed to affiliate themselves with Marriott is a massive brainteaser. The beautiful city of Dalyan doesn't deserve a joke of this villa, its owner, and its accrediting agency. Marriott Homes & Villas is a scam, seeking to sell its brand name for low-tier customer service.

I am deeply frustrated with my experience booking through Marriott Homes and Villas, and I feel compelled to share this as a warning to others.

We booked Villa Nirwana for a much-anticipated vacation in May 2025, expecting a high standard of service and quality given Marriott’s reputation. Unfortunately, the reality was far from that. The villa was in a horrendous state, from unpleasant smells and dirty bedsheets to greasy kitchen appliances and unsanitary bathrooms. It was clear the property had not been properly cleaned or maintained, and the overall experience was nothing short of disastrous.

What made this situation even worse was Marriott Homes and Villas’ complete lack of support or accountability. When we reached out for help, we were left to deal with Agni Travel, the property management company, who were unresponsive and utterly unhelpful. Their “solution” was to send a cleaner who only replaced the bed sheets—no other issues were addressed. Marriott Homes and Villas essentially washed their hands of the situation, offering no meaningful assistance.

To add insult to injury, we were charged over 90,000 points and \$200 for this terrible experience. After escalating the matter, Marriott offered us a meager 16,000-point refund as compensation. We even requested a refund for the \$200, given the disastrous state of the property, but that request was ignored. Marriott’s handling of this situation was completely unacceptable.

We expected much more from a company like Marriott, especially when booking through their premium service. The lack of responsiveness, accountability, and customer care left us feeling completely let down. If you’re considering using Marriott Homes and Villas for your vacation, think twice—our experience was awful, and I cannot recommend them based on how they failed to resolve this matter.

Profoundly Disappointing Experience
As a Marriott Bonvoy Gold Elite Member, I've come to expect a certain standard of service, transparency and loyalty. None of which were delivered in my recent experience with Marriott Bonvoy Homes and Villas. I booked a premium unit in Downtown Dubai, managed by First Class Properties, through the Marriott platform, only to arrive and discover a grossly misrepresented unit that bore little resemblance to what was advertised. The condition was substandard, services promised were unrendered, and shockingly, Marriott initially denied having the property in their system. Despite immediately raising the issue and making repeated attempts to resolve it through both First Class Properties and Marriott Bonvoy, I received nothing but hollow apologies and deflection. Eventually, Marriott Bonvoy offered a mere AED260 refund and 20,000 Bonvoy points - a resolution so inadequate it doesn't even cover the cleaning fee charged, even though I didn't spend more than half an hour at the property. This experience reflects complete disregard for customer loyalty, brand integrity and accountability. It's not just about the refund - it's about being treated with respect as a long time Marriott guest who entrusted this brand with time, money and expectations. I have spent the last two weeks at JW Marriott Marquis, dining and hosting meetings in the hotel, only to be shown that loyalty is a one-way street with Marriott Bonvoy. This matter has now been escalated to consumer authorities in Dubai, and I am pursuing legal action for false representation and breach of service. To anyone considering booking through Homes and Villas by Marriott Bonvoy - the support ends the moment payment clears.

I tried to book a flat in Rome thru this homes and villas - I didn’t get a confirmation and there was no trip for me under my “trips” in my Bonvoy account so I didn’t think I had booked anything. I found out because my bank called me. Then I began calling because they took close to
$400 and are now refusing to refund it because I didn’t know I had a reservation. I finally started using Bonvoy to get points but it’s not worth it - customer service is a thing of the past!! Ironically, I became silver on Monday but do you think they care? Someone should understand this isn’t good business - but no one cares. Of course not. So they lost a customer for life. Sometimes you have to wonder if anyone understands business or cares at all about cost of customer acquisition. It sure doesn’t seem like it. What a bunch of short sighted morons! Here try this, it’s new! If it doesn’t work right, so sorry that’s on you! What? Wow. It’s terrible how far customer service has fallen. I am now an ex Bonvoy customer!!

We stayed at a property called Ironworks 6 over Easter, in Backbarrow, Lake District,UK, booking with Prim Short Stays via Homes & Villas by Marriott Bonvoy. Unfortunately, our experience fell below the high standards we expected from a Marriott-endorsed property.

The check-in process was poor – we spent an hour in the rain trying to obtain the key code, despite completing all pre-check-in requirements and calling ahead. The promised follow-up from the property management never happened, although the Prim Short Stays helpline was responsive for general housekeeping questions.

Another major disappointment was the lack of Wi-Fi. Despite Marriott's guarantee of "high-speed Wi-Fi" at recommended properties, Ironworks 6 offered none. With no mobile coverage indoors either, this left us feeling isolated, particularly concerning in case of emergencies.

The apartment itself is spacious, sleeps six comfortably, and has basic furnishings and kitchen utensils. However, it lacks air conditioning and felt more basic than what we expected under the Marriott Bonvoy brand.

Additionally, the security deposit process was somewhat confusing, with a small unexplained deduction.

Overall, while the property had potential, the poor communication, missing amenities, and unmet expectations made the stay disappointing.

Sadly, Marriott isn’t on top of their rentals. We recently returned from Florence Italy and to advantage of m points. While the location of our property wasn’t bad- upon entering we were immediately disappointed. The entry stank and was filthy. My instinct was to walk out, we did go on upstairs. The apartment appeared clean and tidy. While it appeared like the photos, it felt sad and neglected. I wonder about the process to become and remain a Marriott property. My recommendation is to just lower expectations….isnt that sad?

Our apartment in Paris was infested with bedbugs. No compensation, no alternative accomodation and no practical help or support from Marriott H&V. An absolute disgrace!

As an experienced regular world traveler (I have been working for a German airline over 17 years), I can confirm, that all of the comments here are TRUE.

I have just recently made a very bad experience with Marriott Homes and Villas. As a flight attendant I have stayed at several Marriott properties all over the world. I was really satisfied with all of the stays and I have a Platinum status.

Of course, there are countries, where the standards are different as in Europe or in the USA. This is very normal. Not every country can have the same standards - the world has its own beautiful diversity.

BUT

My recent stay booked via Marriott Homes and Villas in Spain, Tenerife was just a nightmare - most probably it was the worst stay of my life.

I have booked an apartment with Karian Property Management SL - apparently they are a trusted property management partner of Marriott Homes and Villas.

The apartment is really disgusting - mould, rust, dirt, everywhere. The ratings on Booking.com, Vbro, FewoDirekt are excellent for this apartment. This cannot be true. I think the property management creates fake reviews. On the website of Marriott Homes and Villas and on the website of Karian Property Management you are not able to leave any comments. They have only some good ones - I think created and managed from its own PR, marketing company.

Marriott and Marriott Homes and Villas do basically nothing. They have refunded me the cleaning fee, but the apartment was so disgusting that I was not able to stay more than 2 nights. They donot refund anything, you are not able to cancel - please read the cancellation policy of Marriott Homes and Villas carefully.

PLEASE DO NOT RUIN your holiday by BOOKING MARRIOTT HOMES AND VILLAS and DO NOT pay the amount in advance. There is no chance to receive the money back even when the acommodation you receive is disgusting and does not comply with the description presented on the website of Marriott Homes and Villas.

I am wondering, how Marriott could have given his name to this disaster.

First off, my family is very loyal to the Marriott brands and as a Bonvoy member, all my hotel experiences have been great. This why we decided to use the Marriot Homes & Villas option for a family spring break get away. Given the Marriott the reputation, we thought we woud be in good hands. However, our experiences was the most disappointing rental and vacation experience we've had, hands down. While the home we selected looked amazing online, upon arrival we were greeted by strong, pungent smell that permiated the entire house, on each level and in each room. It was so unbearable the kids chose to wait outside as I attempted to air things out, and that did not work at all. While likely not a health hazard, I would certainly say this was a material defect that would prevent us from enjoying our stay. The home did not smell clean, nor did it appear to be very clean (dirty walls, crumbs on floors, stains). There was a lone, sad and empty air freshener plugged in on the first floor so apparently there was a weak attempt to address the smell. We left within 30 minutes and booked a Marriott Vacations Resort nearby and essence, ended up paying NOT to stay in the rental. Marriott Homes & Villas was not of any help and did not see why we shouldn't be made to pay to stay in a stinky home for the entirity of our stay, even thought they continued to make money off us. I was not surprised to see the home has an active listing and has been on the market, for sale, since October 2024, and regret not doing my homework prior to renting. We've had success with other platforms like VRBO where you can see and leave real user reviews and well as Air B&B who DOES refund based on unpleasant oders. I am still hopeful that Marriott can make this right and properly vets these "highly curated" properties on a regular basis as it says it does before the Homes & Villas offering further tarnishes their brand.

I had an extremely disappointing experience with both L'Abode Accommodation and Marriott Homes & Villas. They canceled my reservation three months after it was made, leaving me in a difficult position with limited alternatives. This level of unreliability is unacceptable, especially when making long-term travel plans.
I highly recommend booking elsewhere to avoid unnecessary stress and frustration.

Great customer service!

Hermine has been so helpful in addressing my concerns regarding an upcoming reservation that I had made. I truly appreciate her responsiveness and attentiveness.