Casa Madera Parque Lleras by HOUSY HOST

I booked through Marriott Homes & Villas because I trusted Marriott’s reputation for safety and reliability. The property was presented online as a luxurious, family-friendly place, but what we found felt dangerous, filthy, and nothing like the listing. It felt like a scam and a serious betrayal of my trust in Marriott. There was mold under the bathroom sink, which caused allergic reactions and raised health concerns, especially for my young nephew, who has pulmonary hypertension and lung disease. The walls were cracked, fixtures were filthy, and the pool was dirty with broken stairs, a safety risk for my elderly parents and the small children. Gnats were swarming inside the refrigerator, making the kitchen unusable. The doors were unlocked, and there was also an unauthorized stranger inside the home, which violated our privacy and added to our safety concerns. The street had prostitution activity, and a nightclub ran until 4 a.m., making the area feel dangerous and inappropriate for a family. I messaged the host on WhatsApp about the unlocked doors, a major safety issue, and was ignored. With no communication or accountability, we had to evacuate in the middle of the night. There were 14 of us, including elderly parents and small children, trying to find somewhere safe on New Year’s Eve. After searching for hours, we finally booked six hotel rooms by 4 a.m. Hotels, transport, and meals cost us over $5,900 unexpectedly, on top of the $4,472 we had already paid for the rental. What should have been a happy holiday became traumatic, stressful, and heartbreaking. We lost the chance to celebrate Christmas and New Year’s together as a family. Marriott’s handling made things worse. I provided extensive evidence and repeatedly asked for the case to be escalated, but the response was slow, dismissive, and inadequate. After weeks of calls and emails, I was offered only a 15% refund, nowhere near what I spent or what would address the harm caused. Marriott Bonvoy failed to vet the property properly and allowed what I believe was blatantly false advertising. The lack of urgency, accountability, and basic customer care was appalling. This showed disregard for guest safety and trust. I urge anyone thinking about booking through Marriott Homes & Villas to reconsider. If Marriott can’t ensure the safety and accuracy of its listings, how can a family trust it? Don’t make my mistake. Protect your loved ones and your money by booking elsewhere. Marriott, I expected better. After more than 15 years, you’ve shattered the trust I had in your brand and failed my family. A deeply disappointed and betrayed customer, Mrs. Jackson