As a loyal and longtime Marriott Bonvoy traveler, I have always used Marriott hotels for my shorter (week or less) stays around the world. For longer trips, I stay at Airbnb’s for more space and a kitchen, washer/dryer, etc. When I found out that Marriott had started renting apartments/homes, I was so excited to switch from Airbnb to Marriott. What could go wrong? The ability to earn Marriott Bonvoy points on long stays-sign me up! How could it not be a better experience than Airbnb when Marriott was willing to put their global brand on the program? I do expect high standards with the Marriott brand and have rarely been let down on my global hotel stays. Unfortunately, my first experience with Homes & Villas by Marriott in Paris was disappointing at best. Marriott-do better. Please.
When we arrived after a very long day/night of travel and the house cleaner was still working away at cleaning the Paris apartment, we rented for our Girls Trip 2023 (finishing the clean after the official check-in time) and I quickly spied a huge spider that I had to kill with my shoe, I cringed. Yikes-this might not be the upscale experience I expected.
Launched in 2019 to appeal to their Bonvoy customers who want a travel brand that they trust but the space and amenities of an apartment/home, Marriott needs to improve in order to keep customers like me coming back. With that in mind, here is my feedback on my stay for Marriott:
- Show customer ratings and reviews like Airbnb. Customers tell it like it is, both good and bad. I would not have rented this expensive apartment had there been customer reviews which described the neighborhood. Our block included a boisterous group that met every night on the corner under our windows (which had to be open-no a/c). It was crazy loud until the wee hours every single night.
- Ensure that every apartment comes with a manual (similar to Airbnb) so that you don’t have to watch a YouTube video to learn how to use the combo washer/dryer, which we had to do. I had to take a picture and send to the property management company to translate the front panel.
- Conduct Marriott property visits to ensure that appropriate ongoing maintenance is being done by local property management companies. Our apartment had duct tape holding cabinets together due to broken door hinges, peeling paint on the bedroom wall and kitchen appliances (oven and dishwasher) that didn’t work. These issues do not create a “premium and luxury” experience for the traveler.
- Under promise, over deliver. If you are going to promise High-Speed Wi-Fi, television and kitchen essentials, then you better make sure these are indeed included. Our apartment had slow Wi-Fi that negatively impacted our ability to work remotely and enjoy entertainment since the television only had local channels all in French, the bedroom televisions hadn’t even been set up, and the Wi-Fi wasn’t strong enough to use our technology to stream shows via Google Chromecast.
Below is Marriott’s program statement detailing the travel experience they offer with Homes & Villas. I was looking forward to enjoying this premium experience in Paris. I did not get it:
Marriott’s published program statement: Homes & Villas by Marriott Bonvoy offers a curated and growing collection of premium and luxury whole home rentals located in prime destinations throughout the world. Leveraging Marriott International’s deep knowledge in delivering exceptional hospitality experiences, each home is professionally managed and meets the company’s design, cleanliness, safety and amenity standards. Homes & Villas by Marriott Bonvoy is part of the Marriott Bonvoy travel program, providing numerous benefits to both property management companies and travelers. Members of Marriott Bonvoy can earn and redeem points at all homes, providing more choice for a range of travel needs as a complement to Marriott International’s core hotel business.
Travels with Melinda 
Melinda,
I love that you put this out here.
I also was so excited to see the Marriott Homes & Villas program, but had a similar disappointing experience. We are in the Marriott program, and offsetting costs with points is helpful on our budget for a European vacation. Unfortunately, the condo we rented in Florence last year definitely did not meet up to expectations. I do not even consider using this as an option any more.
I thought maybe I just got unlucky but it sounds like it might just be that their program is not what it could or should be.
Thanks so much for sharing.
Barbara
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can I ask which property in Florence? I am looking to book one now for late April
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Hi Mike! The property we stay at in Florence is through AIRBNB: https://www.airbnb.com/rooms/4996085?source_impression_id=p3_1709141004_%2BzN9wUV6ehDTQIuI We are going back there in May and can’t wait.
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That looks very nice, I really appreciate you getting back to me. Unfortunately we do need a place with 2 bathrooms if possible. I did look at their other listings and it was only for a 1 bedroom.
Are there any other you are familiar with? and based on the reviews i’ve seen, I am planning on NOT using Marriott Home and Villas – you would agree?
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Hi! This is the only other Florence Airbnb that I’ve stayed at-https://www.airbnb.com/rooms/5752196?source_impression_id=p3_1709155316_Q3dj29L7%2B6Japi%2BR Very nice, 2 bathrooms and great location. I won’t stay at Marriott Home and Villas again until they start posting customer reviews. I always use reviews to guide my accommodation decisions. The customers tell it like it is.
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Again, thanks for your reply! Unfortunately they are booked when we are looking but that place looks great!
I agree about the customer reviews. I was thinking at least “marriott can make it right” if there were issues, but based on the reviews of the Homes and Villas, it does not appear that Marriott helps out at all.
I just looked at your blog. I see under Italy the section on Milan for 2 days. do you have a specific page on Florence i’m not seeing? Also, do you have any recommendations for Florence? We are doing the academy / museums with a guide one day, but have another full day there as well. Particularly if there was a nice hike or something outdoors/in nature.
Lastly, have you ever done a Bologna food tour? We are trying to figure that out, and is challenging, bc we were planning to stop in Bologna on way to Venice from Florence, and won’t arrive until about 11am. Most food tours start in the morning and finish with lunch. I may have found one, but I love to get recommendations as well.
Appreciate your help and have a great day!
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Hi! All my Florence posts are here: https://mgeorge3948.wordpress.com/category/florence/ I hope they are helpful. Florence is my favorite city. I haven’t been to Bologna yet. Happy travels!
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We are experiencing the same thing in Lisbon.
Extremely disappointed.
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I am so glad that I found this site. My husband and I rented a Paris apartment through Marriott Villas and Homes and have a few complaints but Marriott does not seem to have a site where I can leave a review. We were fortunate that the apartment was clean but the building outside of the apartment reeked of cigarette smoke. There were other minor issues with lack of kitchen supplies, etc. but for the price/points that we paid I am not sure it was worth it.
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A huge disappointment is an understatement in Florida too! The management company left us with products that were not
Even the quality of “Dollar Store”.
When I contacted the Marriot homes customer service team and requested 2 nights refund to move
On to a hotel, we were told the management co doesn’t offer refunds.
My reservation was confirmed thru Marriott not some mgmt co.
We were provided 3 trash bags for a week- over used bath towels that were so thin you could see thru them. No sponge – but expected to do dishes. Who travels w a sponge?
I have learned a lesson the hard way. So disappointed in the loyalty that I had toward this company for 20+ years.
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we have booked Minerva Apt through Bonvoy near the Vatican, do you have any thoughts or experience with it for April.
Reddit had good comments on the Homes and Villa experience . Made back up at Hyatt Tribune ; however, time is ticking on the Hyatt reservation. Your thoughts would be appreciated.
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Hi! Until Marriott starts posting customer reviews for their Home & Villa properties, I won’t book them again but I am still booking Marriott hotels when I travel. When I went to Rome two years ago, we stayed at Le Meridien Visconti, which is a Marriott hotel and it was very nice. The neighborhood is not overrun with tourists but close enough to walk to the Vatican and other sites. I would recommend it. Have fun!
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Hi! Wish I would have found this site before we booked a Homes & Villas from Marriott in San Diego this year. It was extremely disappointing. The home was in poor repair, required more than three visits from the local manager and a handyman, and was not cleaned well, nor well equipped. I’m in the process of looking for a way to communicate with Marriott about this.
Maybe the most distressing part of the experience was the incredibly poor exchange rate we received. We booked using points only and “paid” more than twice what it would have cost using cash. We expected so much more.
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Glad I found this site! I was about to book a home on Homes & Villas but after reading all this, forget it.
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DO NOT BOOK WITH MARRIOTT HOMES & VILLAS!! I also had the same horrible experience with a property in Lisbon, Portugal. I trusted that any property offered by Marriott would be properly vetted and would meet acceptable standards. The apartment was filthy dirty with an old, extremely lumpy bed; loud, odorous construction going on outside the windows giving us the inability to open the dark shutters without having workers look inside; stained upholstered furniture; dirty rugs and flooring….the list goes on. The WORST part is that Marriott refuses to take responsibility for their failure to properly vet the apartments offered on their site. Their attempt to break into the apartment vacation rental business is a complete FAILURE!
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I recently had the unfortunate experience of staying at what was advertised as “Marriott Homes” during my trip to Malaysia. I feel compelled to share my disappointment and concerns regarding the discrepancies and issues encountered during my stay.
Upon arrival, it became apparent that the property marketed as “Marriott Homes” was actually listed under the name “Platinum Suites” on various online platforms, with no evident affiliation with the Marriott brand. This discovery was disheartening, especially since I had made my booking through Marriott Bonvoy, using points earned through loyalty to your brand. The realization of this deception left me feeling misled and disappointed.
Furthermore, the rate charged for the accommodation was exorbitant compared to what was available for the same property through alternative platforms. This pricing inconsistency not only felt like a rip-off but also left me feeling exploited as a loyal customer.
Moreover, the condition of the apartment was subpar, falling far short of the standards depicted in the online images. This discrepancy was not merely aesthetic; it extended to safety concerns, as evidenced by the broken flooring that resulted in injury to my wife, necessitating a visit to the hospital and disrupting what was meant to be a relaxing family vacation.
In summary, my experience at “Marriott Homes” was deeply unsatisfactory. The misrepresentation of the property, coupled with the inflated pricing and lack of quality assurance, reflects poorly on the Marriott brand. As a loyal customer, I expected transparency and adherence to the standards synonymous with the Marriott name, both of which were conspicuously absent in this instance.
I cannot in good conscience recommend the Marriott Homes concept to others. It appears to be a deceptive practice, simply listing properties from Airbnb at inflated rates without the trademark quality and service associated with Marriott. Feeling both ripped off and deceived, I sincerely hope that these issues are addressed promptly to maintain the trust and loyalty of Marriott customers.
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