Marriott International, Inc. Reviews

My family's always been loyal to Marriott and I'm a Bonvoy member with nothing but great hotel experiences. That's why we thought booking through Marriott Homes and Villas for spring break would be perfect. We figured we'd be taken care of. Boy were we wrong. The house looked fantastic in the pictures, but when we walked in there was this overwhelming, foul smell everywhere. Every level, every room reeked. The kids actually preferred waiting outside while I tried to air things out, and it didn't help at all. It smelled dirty, and honestly the place looked filthy too. Dirty walls, crumbs all over, stains on stuff. Someone had plugged in a weak air freshener on the first floor trying to mask it, I guess. We lasted 30 minutes before leaving. We had to book a Marriott Vacations Resort nearby instead, basically paying extra to not stay in their rental. Totally unacceptable.

Great experience with their customer service team. Hermine went above and beyond addressing my questions about an upcoming reservation. Her quick responses and careful attention made a real difference.

Fantastic customer service. Hermine was incredibly helpful working through my concerns about an upcoming trip. She responded right away and really paid attention to what I needed.

Had a terrible situation and Marriott's response was awful. Booked a three bedroom apartment in Rome for the family with two kids. We arrived at 10pm to meet the keyholder in a really sketchy neighborhood. We had to walk up dark stairs three floors because the hundred year old elevator barely fit one person and luggage. Inside, the keyholder demanded cash for city taxes even though we said we paid everything. Supposedly I was emailed about this but missed it while traveling. I asked to see it in writing or get a receipt. He had neither and no ID. I said I'd pay online after confirming with Marriott but he refused and got angry and threatening, demanding cash right then or we wouldn't get keys. My wife and kids were terrified. We left in a panic but then got locked in the dark stairwell with an iron gate requiring a key to exit. Fire hazard. We pounded on doors until someone let us out. Marriott did nothing to help.

Rented an apartment in Charlotte with eight units. The place smells like dead rats. Unit eight where we were supposed to stay for three days was filthy and had the same horrible smell. They refused to refund because we didn't want to stay in a rat infested place. I've had lung infections twice after and spent time in the hospital both times, so I wasn't taking chances. My son and I both have allergies and he had a reaction just being there five minutes. Marriott needs to remove this entire property from their list. Other vacation companies do much better. Stay away from properties where Marriott claims they have no control. They should do better.

The property we booked six months in advance had been sold. Marriott took our full payment knowing the place wasn't even available anymore. Customer service was completely useless, couldn't help us find anywhere else to stay. Getting a refund has been a nightmare. We had to book an Airbnb last minute at almost double the price. Horrible way to treat people. This left a really bad feeling about the whole brand.

I'd give negative stars if possible. This was the worst booking experience ever. They say properties are hand picked and they're clearly the worst selected apartments out there. I've used Airbnb tons of times and never had anything close to this bad. Taking my business elsewhere. They wrecked my whole vacation. The place reeked of cigarettes, no internet, and they don't even give you a key at the place. Avoid completely. I'm seriously frustrated and want to sue for destroying our trip.

Getting apartment keys turned into a total nightmare. They give you a time and nobody shows up. Then trying to get your security deposit back? Forget about it. Emails go unanswered. Call their US line and you're sitting on hold for half an hour. I've had great experiences at Marriott hotels everywhere, but this apartment and villas program is a disaster.

We stayed at a tiny bed and breakfast in Milan that we absolutely loved, so we weren't difficult guests. Then we got to what Marriott called an apartment in Florence and it was a complete dump. The keys barely worked, got stuck in the bathroom because of rusty doors. Water stains on walls, stains on furniture, what looked like mold in the bathroom. One chair almost broke when we sat on it. No comforters on the beds, just thin sheets. There was a hair on the pullout couch. Even though we booked through Marriott, they won't help us rebook somewhere else or refund the points. Don't stay here.

They charge a huge security deposit of $1,000 at booking. Then with nothing about this on their terms or website, they say they take 28 days to return it after you leave. Even worse, those 28 days don't start until you ask for it back. A deposit should just go back automatically. But you won't find out any of this because they don't advertise it. Getting someone on the phone is nearly impossible. The whole deposit hold situation is sketchy and there's no warning about it upfront. I want my money back.