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.