DEAR TRAVEL TROUBLESHOOTER: I lately rented a condominium in Florida via Houses & Villas by Marriott. I used my Marriott Bonvoy factors to make the reservation.
After I arrived, I found the unit was uninhabitable. The condominium smelled of mould and mildew, and the furnishings was threadbare and filthy. I had problem respiration.
I left shortly after arriving and needed to go to a lodge for the night time. I attempted to contact the holiday rental firm quite a few occasions, earlier than I left and after I checked out. I additionally requested Marriott for assist, however I by no means heard again from the holiday rental firm.
I would really like my factors refunded. However Marriott is deferring to a different firm that manages its trip leases and won't give me my factors. Are you able to assist?
— Chris Skaggs, Canton, Michigan
ANSWER: Marriott’s trip rental website guarantees its houses are “professionally cleaned and inspected,” but it surely appears to be like like they missed a number of spots in your condominium. You shouldn’t have to remain in a spot like that.
Your rights to a refund aren’t ruled by Marriott’s phrases of service, however by the rental settlement you signed with that third get together. Underneath most rental contracts, you will get a refund if there’s an issue with the well being or security of the unit. Mildew and development positively qualify, however you might want to work that out with the rental firm.
You gave the rental firm and Houses & Villas by Marriott an opportunity to resolve this, but it surely appears to be like like they didn’t. I feel Marriott was appropriate to refer you again to the rental firm, besides in the case of the refund. Solely Marriott can return your Bonvoy factors.
I reviewed your paper path. You didn’t point out your rental contract in your discussions with Marriott or with the holiday rental company. You probably did, nonetheless, present photographs of the threadbare furnishings.
When you end up in a state of affairs like this — and I hope you by no means do once more — you must doc every thing. Hold your contracts and emails, and take a number of photographs — not simply of the threadbare furnishings, however of any mould or harmful situations that may show your rental is uninhabitable.
Finally, I feel Marriott bears a number of the accountability for this rental. In any case, it put its title in your rental and allowed you to make use of your factors. The least it might do is offer you a straight reply earlier than referring you again to the rental firm. I record the names, numbers and emails of Marriott’s executives on my shopper advocacy website at www.elliott.org/company-contacts/marriott-contact-details/. I feel a quick, well mannered electronic mail may need helped to resolve this.
I contacted Marriott in your behalf. It refunded your factors with out providing any additional clarification.
Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit group that helps customers resolve their issues. Elliott’s newest guide is “How To Be The World’s Smartest Traveler” (Nationwide Geographic). Contact him at elliott.org/assist or chris@elliott.org.
(c) 2022 Christopher Elliott
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