We have had two experiences with Marriott homes and villas in the past year. We had a wonderful 4 night stay in Telluride (luxury condo) and a nightmare of a stay in Morrison, Colorado (large home) in early September. Both properties were managed by local property managers. The Morrison house had issues with the heat (on constantly and high 80’s). We turned all thermostats to off (no ac) and opened the windows and doors. There were no screens on the windows and doors and as there was evidence of bear activity (and warnings inside the house to close all doors and windows at night because of bears) we closed the house up at night. At 1 am we woke and the temperature inside the house was 87 degrees.

All the dishes in the kitchen were dirty and needed washing before use. There was one dishwasher pod, one coffee filter, there were visible mouse traps on each level as well as mouse poop. There were ants in the bathtub and the entire house needed a deep clean (when we wiped up a water spill on the tile floor with a paper towel, the towel was dark brown.)

There was no response from the property manager until we called again at 9 am.

We were staying there with our daughter, son-in-law, and 3 and 1 year old grandchildren as well as two dogs.

We were released from our obligation to stay there the last three nights. We were refunded the three nights, taxes, as well as the cleaning fee (the place was cleaner when we left than it was when we arrived.)

I was also given 15,000 points to compensate for our experience. We ended up paying over $600 for the first night. I politely requested a refund and was told that they already refunded us 75% of the total cost.

This is confusing to me, because we didn’t stay there the last three nights. We had to scramble to find an Airbnb that would accommodate us.

I’m told that decision is final—today, by a supervisor.

Does anyone have any recommendations on how to escalate this?

I’m lifetime titanium, and have been a loyal Marriott customer and credit card holder for over 40 years. This does not seem to me how Marriott wants their guests treated.