Journey Troubleshooter: This rental is uninhabitable! I want my Bonvoy points again

Expensive Travel TROUBLESHOOTER: I lately rented a condominium in Florida via Homes & Villas by Marriott. I applied my Marriott Bonvoy details to make the reservation.

When I arrived, I uncovered the device was uninhabitable. The condominium smelled of mildew and mildew, and the home furniture was threadbare and filthy. I had problem respiration.

I left soon just after arriving and experienced to go to a lodge for the night time. I attempted to call the getaway rental organization a lot of instances, before I still left and after I checked out. I also asked Marriott for assist, but I in no way heard back again from the trip rental business.

I would like my points refunded. But Marriott is deferring to another business that manages its holiday rentals and will not give me my factors. Can you support?

— Chris Skaggs, Canton, Michigan

Respond to: Marriott’s holiday vacation rental web site guarantees its homes are “professionally cleaned and inspected,” but it appears to be like like they skipped a number of places in your condominium. You should not have to remain in a place like that.

Your legal rights to a refund aren’t ruled by Marriott’s phrases of support, but by the rental settlement you signed with that third celebration. Underneath most rental contracts, you can get a refund if there’s a trouble with the overall health or safety of the device. Mold and building definitely qualify, but you need to work that out with the rental corporation.

You gave the rental corporation and Homes & Villas by Marriott a opportunity to resolve this, but it appears to be like they did not. I feel Marriott was suitable to refer you back again to the rental company, apart from when it arrives to the refund. Only Marriott can return your Bonvoy points.

I reviewed your paper trail. You did not point out your rental deal in your discussions with Marriott or with the trip rental agency. You did, nonetheless, supply photos of the threadbare furnishings.

When you find yourself in a situation like this — and I hope you by no means do yet again — you have to document almost everything. Maintain your contracts and e-mails, and just take heaps of photographs — not just of the threadbare household furniture, but of any mould or hazardous conditions that would confirm your rental is uninhabitable.