Complaints

This profile includes complaints for Marriott Vacations Worldwide's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Marriott Vacations Worldwide

  P O Box 690549 Orlando, FL 32821

• 

  Vistana Resort

  400 Garden City Plaza, Garden City, NY 11530

• 

  Marriott Vacation Club International

  1127 Connecticut Avenue NW, 7th Floor Washington, DC 20036-4301

• 

  Marriott Vacations Worldwide

  21 S Fort Lauderdale Beach Blvd Fort Lauderdale, FL 33316-1503

• 

  Marriott Vacations Worldwide

  4101 NW 87 Ave. Miami, FL 33178

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This ongoing issue with Marriott ************** I have been trying to get rid of this nightmare with no resolve by Marriott. Purchased a week for Florida back in 2007 or 2008 and then moved to ******* in 2021l. Not using my weeks because of work travel and living in *******. Marriott never responds to my request to change my status but told that I cannot do so and will have Florida as my base for vacation club. I am now overdue by ** because of yearly membership dues!!! I am not paying for a service I am not using. ******* does not help me with this situation. I am a Lifetime Platinum Marriott member because of my work travel as a nurse.. ************************** I work for uses Marriott and now I am locked out of my Marriott Bonvoy App and benefits. This is affecting my professional reputation with my company. I have told the neurologist, scientists, sales **** and other nurses to never purchase time share with Marriott!!

  Business Response

  Date: 06/04/2025

  We are truly saddened to hear of Ms. *********** issues in utilizing her Ownership. Our goal is to get every owner on vacation using their purchase to make vacation memories. If Ms. ********* would like to explore exit options she is welcome to call our ************* team at *************, option 1 or email ************************ Ms. *********** week may be eligible for the buy pack program should she come current on her 2025 Maintenance fees. Alternatively, if Ms. ********* feels as though she would like us to investigate her case any further she can reach out to the Customer Advocacy Team at ************.

• Initial Complaint

  Date:05/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of check in 5/24/25 I have had a severely inconvenient experience after traveling internationally to be misled or provided the incorrect room without any resolution at checking in.When trading my Marriott ************* time share for the **************** via interval world there were two options when booking a 2 bedroom option at the resort via interval international. There is a 2 bedroom sleeping 4 privately or a 2 bedroom sleeping 6 privately. My reservation was for a 2 bedroom sleeping 6 privately. The definition of sleeping 6 privately would be that 6 sleep in quarters that are not in common areas, versus sleep 6 with 4 private would be 4 sleeping in private bedrooms with 2 sleeping in common areas. Please refer to the images of my reservation as well as the 2 configuration options the Westin offers via interval **************** researching the resort website directly there are two - two bedroom room options, which would then reconcile with the 2 options offered on interval. There is a sleeps 6/4 privately and a a 2 bedroom sleeping 6/6 privately or as it is stated on the website larger bedroom villa.I have been given a room that sleeps four privately when reserving a room that sleeps 6 privately. The definition of sleeping quarters that are private are quite clear. It must be possible to access a bathroom without walking through another sleep area, otherwise it would not be considered private. The room I was given only sleeps 4 privately as on sleeping quarters has to access another sleep quarters to get to the bathroom therefore not by definition sleeping six privately.

  Customer Answer

  Date: 05/25/2025

  Please find the attached signed form as requested.

  Customer Answer

  Date: 05/26/2025

  To add on to the original complaint there are cockroaches in my room.

  Customer Answer

  Date: 05/26/2025

  To add on to the original complaint there are cockroaches in my room.

  Business Response

  Date: 06/11/2025

  We are very sorry to hear of the issue that Mr. ********** experienced during his recent stay. We see that he contacted our Customer Advocacy Team who has been researching his case and has been able to offer Mr. ********** reasonable compensation which was agreed to by him. Thank you

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked them to clarify that this was an investment, like buying a house. That I could buy today and in a few years if we so decided we could sell our points back to Marriott and make money on our investment. They said absolutely, you are correct. At this point it seemed that there was very little risk in investing with Marriott, at least we would get to take a vacation at the resort every year, at worst if things didnt work out as planned, we could sell our points back and get out of the whole deal with all of our money and more.We asked if it would be difficult to get a reservation, and they said not a problem. We asked about blackouts for resorts, and they said because of how big Marriott was this was not a problem. They had a comforting and reasonable answer to every question we had. There was pressure on us to buy, each time we said we would like to think about it, they would push us on, by asking what was holding us back. We felt compelled to give them a reply. Each time they would find an answer to placate the concerns we would give them. This went on for over an hour, they would not let us leave and give us time to think about it, we relented and agreed to move forward. Remembering that we could just sell our points later, with no problems. They convinced us to sign up for a Marriott **** card that would give bonus points when used for the down payment. Later, we tried to book a stay at the resort, but we were not able to get dates in the month we had available. We found out it was not easy to book. My schedule is not one that I can plan out 12 to 24 months in advance. In the five and half years we have owned the points we have never been able to use them.We were misled by ********************** the way the sales team represented the way things would be handled and the way things would work have not been true.The state of the country has changed, inflation in the economy, and the health safety environment that has me in a higher risk category.

  Business Response

  Date: 06/05/2025

  We sincerely apologize for the difficulties youve encountered with your Marriott ************* ownership, pertaining to your purchase of ***** ************* Points on September 1, 2018.

  Following a thorough review of your ownership documents, we confirmed that both parties signed and initialed the ***************** Checklist at the time of purchase. This document highlights key aspects of the ownership, including the availability of exit options. As noted, while exit options may be available, they are not guaranteed and depend on prevailing business conditions. A loan must be paid in full, and Maintenance Fees paid for the current use year before a Buy Back option can take place. Additionally, the documents include your agreement to remain current on annual maintenance fees and dues. If payments are not received within 120 days, access to your Marriott Bonvoy account may be temporarily suspended until the account is brought up to date.

  While we are unable to provide a guaranteed exit solution, you do have the option to sell your ownership on the external resale market or through a third-party resale company. If you choose to pursue this route, we strongly encourage you to conduct thorough research, ask for references, and verify the legitimacy of any resale company you consider. For additional guidance, the *************************************** (****) offers helpful resources on vacation ownership resales at ************. Although empathetic to your circumstances. We find that all appropriate disclosures were provided and reflect your signed agreement. Your request to cancel your purchase is respectfully declined. However, we would be happy to assist with the use of your ownership and encourage you to contact the ************** Team who would be happy to walk you the best way to utilize your Ownership. They can be reached at **************. If you truly feel as though misrepresentation took place and have any back up documentation that can support this, our Customer Advocacy Team would be more than happy to launch an investigation on your behalf. If so, we advise you to contact the team at ************ to open a case. Thank you.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23363805
  
  I am rejecting this response because I am extremely disappointed with your response, as it fails to acknowledge the core issue of my complaint: the misleading and high-pressure sales tactics used during our Marriott ************* presentation. At no point were we told that the buyback program was conditional or uncertain. In fact, we specifically asked whether this was an investment we could resell for a profit or at least recoup our money, and we were assured that we could sell our points back to Marriott in the future. That assurance was a major factor in our decision to move forward. The way this was presented to us made it seem low-riskeither wed enjoy annual vacations or, if needed, wed be able to exit with no problem. None of this was true.

  
  We also asked about the ease of booking and were told there would be no difficulty securing stays, even in high-demand periods. That has not been our experience. In the five and a half years weve owned these points, we have never once been able to use them. My work schedule does not allow me to plan trips a year or more in advance, and I now understand that kind of advance planning is often required. This critical detail was not disclosed. Instead, we were given blanket reassurances to overcome our very real and valid concerns, and we were pressured to sign on the spot without time to step away and consider the long-term implications. We were even encouraged to apply for a Marriott credit card to make the down payment more palatable, another tactic used to rush us into making a decision we now regret.

  
  The response we received simply restates what's in the paperwork, without addressing how the information was presented to us at the time of sale. Being handed a stack of documents to sign under pressure after hours of persuasion is not the same as being fully informed. Thats the essence of our complaint: we were misled and pressured into buying something we have never been able to use. Given that our trust was violated and the benefits promised have never materialized, we are demanding a full refund of the money we spent on this timeshare. We hope Marriott will take responsibility for the conduct of its sales team and do what is right.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/17/2025

  We are sorry to learn that Mr. ***** is unhappy with the response from the Customer Advocacy Team. However, the information provided by the team stands true. The Sales document clearly shows the financial obligation and as previously stated, we have found no evidence of malice or misrepresentation. However, if Mr. ***** has any emails or texts or other documentation he believes may support his claim, we would be more than happy to review on his behalf. While the documentation clearly states that the purchase was intended for personal vacation use and not as an investment opportunity or business venture, it is important to note that many owners do choose to rent out their ownership independently as a way to help offset or cover their annual maintenance fees. As you may know from previous purchases, the documents that are signed at the point of sale are meant to not only legally describe the purchase but also function as confirmation that all disclosures were made and there is an understating of the sale. While I do understand your sentiment, all terms and conditions of your purchase were conveyed and exhibit your signed agreement. Additionally, all customers are afforded (10)-day rescission period to allow review of all documents after the purchase and identify if you wish to continue with the sale, ensuring that the purchase documents fall in line with the point of-sale experience. As you did not submit any written cancellation within that time limit and up until closing, the sale proceeded as agreed.

   Please know that we want to deliver upon the owner's expectations, but we must do so in accordance with the terms of the purchase.  We would be pleased to provide assistance with the reservation process but find no evidence to support cancellation of the contract at this time.

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since purchasing our Adventuras timeshare, we have been unable to secure reservations at desired times or locations, often forced to convert ownership to club points for less desirable accommodations. Despite initial hesitations due to cost and initial maintenance fees, we were persuaded by promises of exclusive benefits, such as 12-month advance reservations, priority resort access, and a special offer with discounted Bonvoy points. However, has been far from what what was presented during the sales meeting. *************** travel warnings regarding ****, ******, have heightened our safety concerns for visiting the resort. These advisories and the instructions to remain on the resort premises have made travel to this location untenable. We are requesting the relinquishment of our timeshare contract due to the misleading sales prectices, financial burden, inability to fully utilize ownership benefits, and safety concerns.

  Business Response

  Date: 06/06/2025

  We are sorry to receive this complaint from Mr. ************* In November of 2024, Customer Advocacy Manager ***** ****** received a similar complaint, and communication was made at that point with Mr. ****** regarding his request to be released from his contracted timeshare purchase. It was made clear at that time that despite a thorough investigation of all documents signed, and a request made to the ************* Team on Mr. ****** behalf, there were no exit options open due to the outstanding loan and we respectfully declined his request to be released was declined.
  
  The financial responsibilities that coincide with Mr. ******** purchase was fully disclosed at the point of sale. We also provide a thorough ***************** Checklist that each owner is required to initial and sign acknowledging that no representations were made by our sales department in relation to the resale potential,rental/investment potential or tax consequences of ownership interests.  The
  documentation also clearly states that the purchase was intended for personal vacation use and not as an investment opportunity or business venture. However, many owners choose to rent out their ownership independently as a way to help offset or cover their annual maintenance fees.

  While we are unable to provide a guaranteed exit solution, you do have the option to sell your ownership on the external resale market or through a third-party resale company. If you choose to pursue this route, we strongly encourage you to conduct thorough research, ask for references, and verify the legitimacy of any resale company you consider. For additional guidance, the *************************************** (****) offers helpful resources on vacation ownership resales at ************.
  

  Customer Answer

  Date: 06/21/2025

  I have heard nothing from Marriott since the complaint was filed and I submitted the required form with my signature. How can you just close the complaint without some form of agreement from me. I do not want it closed!  Once Marriott offers something we can discuss it. All I have so far is the message the BBB sent me stating that the complaint was sent to Marriott. I have gotten nothing in a response from them. 

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marriott Bonvoy is not awarding my Elite Nights appropriately.I've a Marriott Chase ****** card that earns Elite Nights for my Marriott Bonvoy account. The Elite Night always get awarded the same month as my statement closing date. However, for the month of December, it didn't get credited until the following year, thus causing my Marriott Bonvoy Status being unable to get upgraded from Gold to Platinum. This is false advertising as I spent a significant amount on the credit card for the Elite Nights - even in the month of December, there's a message on the Marriott App that I had until end of December to earn the Elite Nights.I contacted Marriott Bonvoy Program and they're unable to explain why it was not handled consistently, thus making me to believe that they did it purposely so a status upgrade can be avoided. I've included the full email thread with communications through Marriott Bonvoy Program as I was trying to resolve this issue on my own. I even contacted ***** for the record of the full year's reward credit dates to justify my request but they didn't take it into consideration.

  Business Response

  Date: 05/22/2025

  We understand how important your Elite status is, and we sincerely apologize for the frustration this situation has caused. However, we would like to clarify that while we are part of the Marriott family, this Marriott Vacations platform is a separate program and company all together from the Marriott Bonvoy loyalty program or its operations.
  
  Your concern specifically involves the Marriott Bonvoy program and the Marriott ****************** which are managed by Marriott International and their loyalty team. To ensure your issue is properly reviewed and addressed, we recommend contacting the Marriott Bonvoy Customer Loyalty team directly. They have access to your account details and the authority to investigate and resolve Elite Night discrepancies.
  
  You can reach them at:
  
  Phone: ************ or ************
  Email: *******************************************************************

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2024 I attended a Sales Presentation at the *************** office. At the time of the presentation I already owned ***** MVC points. I was LIED to during the presentation to persuade me to buy additional points. I was told that if I increased my points I would be unlock a new ownership benefit. This benefit would allow me to sell my points during the beginning of the year to ******* for a per point value to help offset the cost of maintenance fees and/or loan payments. I was presented printed material outlining the features of this plan. Based only on that information I agreed to buy more points. In November I reached out to *** to learn the mechanics of the program so I can begin the process early in November. Initially the customer service *** told me she had NEVER heard of the program I described. I immediately reached out to my sales agent ******* P. He informed me that she could not see that level of benefit on my account yet because as he had told me at the presentation those benefits would not be reflected on my account until January 1. Since January 20, I have called/emailed for clarity on why I have not been able to exercise the benefits presented to me at the time of my purchase!! NO ONE in the organization has responded to give me an explanation. the sales *** that i worked with is now no longer with the company and *** is refusing to respond.

  Business Response

  Date: 05/16/2025

  Im sorry to hear about the difficulties Ms. ******** has encountered regarding her points purchase from August 2024. To clarify, this purchase is indeed the same type of points purchase as the one made in April 2021.
  While we offer different Owner Benefit Levels based on the number of points owned, Ms. ******** ownership of ***** points classifies her as a Standard Owner. There is no program in place that allows for the resale of points back to Marriott Vacations.
  That said, we do have an ************************ that may be able to assist with potential exit options. Please note, however, that these options are not guaranteed and are dependent on current inventory availability and business conditions.
  Additionally, I see that one of our Executive Customer Advocate Managers, ******, has made several attempts to reach out via phone and email to discuss your concerns, but has not yet been successful in connecting. If you would like to speak with ****** directly, please feel free to follow up with her via email or by calling ************.

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23299452
  
  I am rejecting this response because:

  
  I did not make up the benefit I relied on to make the decision to purchase additional points. I dont have any record of ***** reaching out to me but I did connect with ******. Responding that the program does not exist does not address the issue that I experienced because I DO Not work at ******* I relied on information presented to me verbally and in printed brochures at the day of my presentation. The sales agent even shared stories of how other customers use this benefit to pay loans and maintenance fees. I want the company to address that. How can I be contractuallly bound to a contract that was marketing to me with false information.

  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 05/22/2025

  Our sincere apologies for any confusion or frustration youve experienced. I did confirm that both ****** and ******* reached out to you in an effort to address your concerns. We understand how important clarity is when making a significant purchase decision.
  
  However, we must reiterate that we are unable to base our decision on verbal representations made during the sales presentation. As this is a legally binding real estate transaction, we are required to rely solely on the signed purchase documents. These documents include your signed agreement and acknowledgment of the 10-day rescission period, which provided you with the opportunity to review all materials and cancel the purchase for a full refund within that timeframe.
  
  Because the rescission period was not exercised, your purchase has since closed and been officially recorded. At this point, we are unable to cancel the transaction.
  
  That said, you do have the option to sell your ownership interest on the external market or through a third-party company. If you choose to pursue this route, we strongly advise caution. Should you decide to use a timeshare resale company, we recommend thoroughly evaluating the company by requesting references and verifying their legitimacy. You may also find helpful resources through the *************************************** (****) at ************.
  

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 1/2 owner with my ex husband: ****** ******** ************. ***************************** owned outright . After 20 years, I am trying to get my name off of it . I have 4 pages external transfer forms. Months back I talked to Aliah who said if I sign these forms I forfeit $12450 . I spoke to 5 people . **** in modifications cant help me with my questions, ***** and ***** in mortgage department- so rude its very alarming . ****** in loan department who has no idea . ***** in loan department who told me she cant help . This needs to be escalated!!!

  Customer Answer

  Date: 05/01/2025

  Enclosed per your request 

  Business Response

  Date: 05/15/2025

  We are so sorry to hear of Ms ********** struggles getting her name off her Ownership deed. We understand that she is frustrated trying to get the correct team member to assist her so we will be reaching out to Ms ******* personally to assist her with what she is trying to accomplish so that we can get her complaint taken care of in a timely manner.

  Many Thanks

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint regarding ***************** which was sold to *******. Since the sale, the property has declined significantly and is no longer the beautiful resort my late husband and I purchased in 1998. It is now outdated and poorly maintained.After my husbands sudden passing in February 2023, Ive struggled to handle the rising fees on my own. As Im now in my 70s, these escalating fees have caused serious financial hardship, and my children cannot afford to inherit the timeshares because of these costs.We also experienced years of high-pressure sales tactics during no-pressure presentations that turned into aggressive pitches. These often involved multiple managers pressuring us to buy more. Sadly, we made additional purchases under this pressure.I am disappointed with the resorts decline, financial strain from the fees, and manipulative practices, and I hope Marriott will take the appropriate actions to resolve my situation.

  Business Response

  Date: 04/24/2025

  Our records reflect that Ms. ****** has entered into several different sales transactions throughout the last 28 years.  Marriott ************* sales executives are trained to provide an informative, professional and low-key overview of the vacation ownership program.  We do not condone high pressure sales tactics.  In addition, each new purchaser is given a 10-day rescission period, during which time they may cancel for any reason.  

  Marriott's **************** is still owned and managed by Marriott Vacations Worldwide.  Ms. ****** is referring to the surrounding full-service hotel that was once managed by Marriott International.  Marriott International ended their partnership with the full-service hotel many years ago, the property is now managed by Sonesta.  We are sorry to hear that Ms. ****** is unsatisfied with the maintenance and upkeep of Sonesta's amenity areas; however, those areas are outside of the control of our organization.  

  Ms. ****** is welcome to contact our ************************ if she would like to learn more about our deed back program.  The telephone number to ************* is ************.  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23233252
  
  I am rejecting this response because: I reject Marriotts response to my complaint and am disappointed with their lack of accountability. I have reached out to the exit team and was told there wasnt an option for my exit. Additionally, I received a late statement for my Club Dues, in which I was told they would be waived by ****** in their financial services department. I request once again that Marriott be accountable and provide assistance to owners who have been loyal for the past 28 years. At the least, correct this past due letter before it turns into a larger issue. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/08/2025

  After reviewing your account, it appears that your 2025 annual maintenance fees, due in January 2025, have not been paid. Consequently, late and interest fees have been applied. For our ************************ to offer you an exit option, such as deed-back or buyback, your loan must be paid in full and your annual fees must be current. If you would like to become current with your maintenance fees or have any additional questions, please contact ************** at **************.

• Initial Complaint

  Date:04/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am urgently requesting the cancellation of my timeshare contract, as the experience has become overwhelmingly burdensome and completely misaligned with what I initially agreed to. Since purchasing in 2009, I have faced numerous personal and financial hardshipsincluding caring for a disabled parent, the passing of a parent, and the challenges of the pandemicwhich have severely limited my ability to use the timeshare. Despite repeated upgrades and promises of better value and lower fees, I have only seen rising costs, confusing changes in ownership, and increasingly difficult booking processes. The continual mergers, shifting platforms, and misleading assurancesespecially regarding maintenance fees and booking flexibilityhave left me frustrated, misinformed, and financially strained. The timeshare has evolved into something entirely different from what I signed up for, offering little to no benefit in return. I am asking for this contract to be terminated immediately and to be refunded any amount I may be owed.

  Business Response

  Date: 04/24/2025

  We are very sorry to learn about the financial hardship that Mr. ****** is currently experiencing and wish him well during this difficult time.  Fundamentally, the vacation ownership program has not diminished an owner's chances of redeeming their interests for resort stays.  In fact, with the introduction of the ABOUND internal exchange program, it is easier than ever before for owners to request stays at more than 90 different ************* resorts, hotel stays, cruises and much, much more.  

  Our records reflect that Mr. ****** has already contacted our ************************ to inquire about the deed back program.  Mr. ****** is encouraged to continue working with Exit Services.  The telephone number to the ******************** is ************.

  Business Response

  Date: 04/24/2025

  Further review of Mr. ******** account reflects that he has not paid maintenance fees.  In order to qualify for the deed back program, maintenance fees and loan must be paid in full.  Failure to pay outstanding loan or maintenance fees may lead to a permanent revocation of the ownership interests via the loss mitigation process.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23222675
  
  I am rejecting this response because: I do not want to work with exit services or speak with anyone with this resort for that matter where I will be coerced or taken advantage of again. I want confirmation that my contracts are canceled and I am free from this fraudulent obligation. I can no longer sustain these contracts and demand you release me. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 05/08/2025

  While we respect your sentiment, after further examination, we found nothing to support the cancellation of your contract. Respectfully, we have declined the request to cancel your purchase, as your contract is binding and was accepted by you and executed by the Seller. We respectfully consider this matter closed.

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made two transactions with Marriott on 08/23/23 and 09/11/24.We paid them approximately,22,000.00 Dollars. We're filing this complaint due to the repeated lack of accountability and assistance from Marriott Vacations.We've tried to cancel our timeshare numerous times but we keep being passed between their owner services and exit services without any resolution.And to add,the exit services team only gave us a generic response that didnt address our concerns. When we purchased the timeshare,we were promised buyback options,the chance to make money through resale and help renting out points.We haven't received help with any of these.Instead,our maintenance fees are constantly increasing creating financial issues. We had been in correspondence with ***** ********,who toldus she'd review our account and respond within two business days on Feb 13 th. Its been two months and even after sending a followup to her,we've heard nothing.We need help finding a resolution to our issues and being done with our contract.If nothing else,we'd appreciate an actual response with genuine accountability for our concerns.But ultimately we want out of this timeshare entirely.

  Business Response

  Date: 05/22/2025

  We are saddened to hear that *** and Mrs. ******* and dissatisfied with their timeshare purchase. In looking into the claims, an email was sent from ***** ****** on March 4th, 2025 to the email address we were provided. Our apologies that email was never received. 

  As you may know from previous purchases, the documents that are signed at the point of sale are meant to not only legally describe the purchase but also function as confirmation that all disclosures were made and there is an understating of the sale. While we do understand your sentiment, all terms and conditions of your purchase were conveyed and exhibit your signed agreement. Additionally, all customers are afforded (10)-day rescission period to allow review of all documents after the purchase and identify if you wish to continue with the sale, ensuring that the purchase documents fall in line with the point of-sale experience. As you did not submit any written cancellation within that time limit and up until closing, the sale proceeded as agreed.
  
  Your ***************** Checklist conveys further acknowledgement that the contract for purchase and Marriott ************* documents contain all the terms and conditions of the program:
  
  "I acknowledge that no representations have been made to me by my salesperson or any other representative of ******* as to investment potential, resale potential, tax consequences, or rental income potential."
  
  Marriott currently does not offer a resale or buyback option for ************* Points. At your discretion, you may consider selling your ownership on the external open market, or through a third party. This option affords you the opportunity to set your own price and to begin the resale process at any time. Please note, if you decide to us a timeshare exit company, please be sure to do a thorough investigation by asking for referrals first. You may find additional information on this process from the ***************************************, at ************.
  
  Owners may be eligible for a deedback option if the loan is closed and maintenance fees on the account are current. There is no monetary compensation for this option, but it relinquishes all future maintenance fees.  You may contact ************* for more information at ************.
  
  Although empathetic to your circumstances, we find that all appropriate disclosures were provided and reflect your signed agreement. Your request to cancel your purchase is respectfully declined. However, we would be happy to assist with the use of your ownership and to get you on vacation to one of our many exciting destinations.