DO NOT BOOK WITH MARRIOTT HOMES & VILLAS (MAY 2026)
I have been a Marriot member for a while now. I really enjoy staying in their hotels and I never ever have issues. Homes & Villas (H&V) is an entirely different matter. I have stayed with H&V twice now and what is promised on the reservations is not what you get when you arrive and sometimes the pictures do not match! The H&V customer service team is HORRIBLE! They are the rudest and uncaring group of people I have ever encountered. This is going to be a very long post so buckle up because I need future guests to understand what they are dealing with. I also want to preface this by saying I have evidence of every thing mentioned below. This isn't intended to be a reflection of the property owners. Just how H&V gets the reservation booked then says F you after that.
May 2026 (Relocation to AZ)
I decided to try H&V again with my relocation to give us time to see more houses in person. The first reservation I made was at Golf Course & Mtn Views: Paradise Valley Condo. I sent the property manager two emails about additional parking spaces as we were bringing two cars. No response. I called H&V to get assistance with this issue and I had to go through 5 people before I got someone that would help me. Every person was so incredibly rude and by the time I got to the 5th person I was crying out of frustration.
Then I ended up booking at 2 Mi to Old Town: Home w/ Pool Access & Patio (Scottsdale AZ). We checked in and everything appeared okay until I went to Swiffer the floors (I always do a little cleaning when staying at a Villa so I can walk around w/o shoes and for health reasons). I did the floors top to bottom and the Swiffer pad was so black it looks like I was mopping up black tar. I went back and Swiffered again (just the living room this time), and the second pad was dirty. Then the internet wasn't working so we couldn't watch TV. The trundle on the day bed was broken. Urine was running down the toilet despite having a "This Toilet has been sanitized" sticker when we first arrived. The washer and dryer was outside the home in a storage shed.
The property details on the reservation clearly state that the homes are PROFESSIONALLY cleaned and there is high speed internet. It also says there is in home washer/dryer. All lies. The point is H&V doesn't confirm or verify anything about the homes. I asked to be relocated by the onsite team which is Evolve vacation rentals. So essentially you are dealing with H&V for reservation, Evolve/or other third party, then the home owner. Evolve couldn't relocate me but they were much more pleasant than H&V. So now I have to wait on my points to be refunded (I have almost $1,000 in points) to book somewhere else.
I called to ask if my points refund could be expedited and the customer service rep said "we refunded your cash portion so just use that to book your next stay". Wth so I've already been inconvenienced and now you're telling me how to spend my money? Also while dealing with getting my refund, I spoke to several rude people from the UK.
April 2025(My first stay/Birthday vacation)
I booked a reservation w/ this property: Fairbrook: Chic Design, Saltwater Pool w/ Hot Tub in Mesa, AZ. The photos are beautiful, but some of the photos were different. We checked in and the internet didn't work, we couldn't get the hot water to work, and the house was dirty. I mean there were pieces of boneless chicken and buffalo sauce stuck inside the trash cabinet, urine running down the front of one of the toilets, there were vast amounts of dust caked on the exhaust fans in the bathrooms and on the central air vent, there was a broken lazy boy in the bedroom, etc. I have pictures as proof. We had just arrived after driving across the country to this BS.
So we call H&V and they can't do anythjng because we've already checked in and advised that we call the onsite team which was someone by the name of Angie. Per the reservation, there is a 24 hour maintenance line. It's a lie. No one answered. Angie contacts us (She owns Bella Palazzo, the on site property management team) at 8am the next day. She says the cleaners will be there in 30 minutes. They showed up two hours later. Fast forward toward the end of our stay, we are in the backyard and the Pool guy comes busting in to clean the pool for the next guests. This was Thursday and our stay ended Saturday. The pool was not clean when we arrived. The hot tub also had a lot of chlorine in it! The internet was also cut off before our stay ended. I called H&V about all of this because I wanted to be refunded. Everyone was RUDE. Also people from the UK. No one gave a damn about our stay or the issues we had. I was forced to do a charge back because they would not honor a refund.