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DEAR TRAVEL TROUBLESHOOTER: I not too long ago rented a apartment in Florida via Properties & Villas by Marriott. I used my Marriott Bonvoy factors to make the reservation.
Once I arrived, I found the unit was uninhabitable. The apartment smelled of mildew and mildew, and the furnishings was threadbare and filthy. I had problem respiration.
I left shortly after arriving and needed to go to a resort 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 love 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 web site guarantees its houses are “professionally cleaned and inspected,” but it surely seems to be like they missed just a few spots in your apartment. 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 occasion. Below most rental contracts, you will get a refund if there’s an issue with the well being or security of the unit. Mould and building positively qualify, however it’s good to work that out with the rental firm.
You gave the rental firm and Properties & Villas by Marriott an opportunity to resolve this, but it surely seems to be like they didn’t. I feel Marriott was appropriate to refer you again to the rental firm, besides with regards to 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. Maintain your contracts and emails, and take plenty of photographs — not simply of the threadbare furnishings, however of any mildew or harmful circumstances that might show your rental is uninhabitable.
Finally, I feel Marriott bears a few of the accountability for this rental. In any case, it put its identify in your rental and allowed you to make use of your factors. The least it might do is provide you with a straight reply earlier than referring you again to the rental firm. I checklist the names, numbers and emails of Marriott’s executives on my client advocacy web site at www.elliott.org/company-contacts/marriott-contact-details/. I feel a short, well mannered electronic mail might 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/help or chris@elliott.org.
(c) 2022 Christopher Elliott
Distributed by King Options Syndicate, Inc.
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