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Dear Travel Troubleshooter: I recently rented a condominium at Homes & Villas by Marriott in Florida. I used my Marriott Bonvoy points to book.
On arrival I found the room uninhabitable. The condo smelled of mold and mildew, and the furniture was threadbare and dirty. I had trouble breathing.
Soon after I arrived, I had to check out and go to a hotel for the night. I tried several times to contact the vacation rental company before leaving and after checking out. I also asked Marriott for help, but never heard back from the vacation rental company.
I want my points refunded. But Marriott is moving the vacation rentals to another company that can’t give me my points. Can you help?
– Chris Skaggs, Canton, Michigan
Answer: Marriott’s vacation rental site promises that the homes are “professionally cleaned and inspected,” but it looks like they missed a few spots in your condo. You don’t have to stay in such a place.
Your rights to a refund are not governed by Marriott’s terms of service, but rather by the rental agreement you signed with the third party. With most rental contracts, you can get a refund if there is a problem with the unit’s health or safety. Mold and construction are definitely eligible, but you need to work that out with the rental company.
You have given the rental company and Homes & Villas by Marriott an opportunity to resolve this, but it appears they have not. I think Marriott is right to send you back to the rental company, except when it comes to refunds. Only Marriott can redeem Bonvoy points.
I have reviewed your paper route. You did not mention your rental agreement in your conversation with Marriott or the vacation rental agency. But you provided photos of the cordless furniture.
When you find yourself in a situation like this – and I hope you don’t do it again – you have to document everything. Keep your contracts and emails and take lots of photos – not just bare furniture, but any mold or hazardous conditions that make your rental uninhabitable.
Ultimately, I think Marriott bears some responsibility for this rental. He also put his name on your rental and allowed you to use your points. The least he can do is give you a straight answer before referring you back to the rental company. I list the names, numbers and emails of Marriott executives on my Consumer Advocate site at www.elliott.org/company-contacts/marriott-contact-details/. I think a short, polite email helped resolve this.
I contacted Marriott on your behalf. He returned your points without further explanation.
Christopher Elliott is the Chief Advocacy Officer of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Elliott’s latest book is “How to Be a Smart World Traveler” (National Geographic). Contact him at elliott.org/help or chris@elliott.org.
(c) 2022 Christopher Elliott
Distributed by King Features Syndicate, Inc.
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