Business Profile

Vacation Timeshare

Marriott Vacations Worldwide

Headquarters

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Complaints

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

Customer Complaints Summary

336 total complaints in the last 3 years.
120 complaints closed in the last 12 months.

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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:05/23/2024
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.
Dear Better Business Bureau,I am writing to express my frustration with Marriott Vacation Resorts and their unwillingness to release me from my Timeshare agreement. I have been a loyal customer of Marriott for over ***************************************************************************************** to continue with my ownership.As someone on a fixed income, the cost of the Timeshare is creating a financial hardship for me and my family. Despite being a points owner, the lack of availability to book where and when I want to travel, has also been a significant inconvenience. This has led to me not being able to use the Timeshare that I am struggling to pay for.The maintenance fees for the Timeshare have been increasing by an alarming amount. When I contacted Marriott about the lack of usage and financial hardship, they recommended that I buy more points to gain better availability. They also suggested that I could rent out my ownership to others to recover fees incurred, but they later informed me that they only assist "deeded" property owners, not point owners like me with rentals.Given that I haven't used the Timeshare, the availability doesn't match my travel needs, and I am truly experiencing Financial hardship, I am at a loss as to why Marriott has shown no willingness to release me from the agreement.I urge the Better Business Bureau to look into this matter and assist me with the process of being released from my Timeshare agreement.Thank you for your attention to this matter.Regards,****** & ***************************
Business Response
Date: 06/04/2024
We are surprised to receive this complaint from ****************** given his long tenure as a Marriott ************* owner. In 2012, ****************** purchased ***** Club Points in the ABOUND program. In 2014, he purchased an additional ***** Club points. Lastly, on January 2, 2024, ****************** entered into his third purchase of ***** Club Points. The last purchase brought ****************** up to Executive Tier status which provides him with earlier access to reservation at Marriott, ******** and Westin ************* resorts. ****************** has demonstrated excellent use of the program with 22 completed reservations over the past several years. He is welcome to make future reservations up to 13 months in advance. Reservations are subject to availability on a first come, first served basis.
Unfortunately, our organization does not offer any sort of financial hardship program. If ****************** is having difficulty meeting the financial responsibilities that coincide with his ownership interests, then he is welcome to list them for sale on the external market for a price that he deems fair and reasonable.
Customer Answer
Date: 06/05/2024

Complaint: 21753421

I am rejecting this response because:
Marriott,
Thank you for responding and acknowledging my complaint. Please understand that we are not looking for a Financial Hardship option. We are requesting a full release from our Timeshare agreement with you. Your Salespeople told us that Marriott Corporate would buy back our points when we were no longer using them and send us a check to help cover our Maintenance Fees. *** Sales people also told us that Marriott would help us rent out our points value; which would generate funds to help us cover the maintenance fees. Neither of these was true when we called for help to expand upon them. You mentioned that we had 22 reservations; we did in well over a thirteen-year timeframe. *** limited availability is one of the main reasons we are requesting a release.
*** increasing maintenance fees plus the additional monthly payment for the loan are too much for something we cannot use. We are older now and we dont travel. We are kindly requesting to know how we can achieve a release from our agreement with your company. Please reply with that information.
Thank you.
Sincerely,

****** and ***************************
Business Response
Date: 06/11/2024
Unfortunately, it is not possible to simply cancel or release ****************** from a deeded real estate interest. Our exit services office does offer a deed back option to owners who can no longer travel and have no heirs to pass their ownership interests down to. The deed back program is only offered if there is no loan or maintenance fees associated with the ownership contract. In order to learn more about the deed back program ****************** is welcome to call **** Services at ************. **** Services hours of operation are Monday through Thursday from 9 AM to 5 PM and Friday from 10 AM to 5 PM.
In response to his comment about selling back his ownership interests, while the organization does offer various resale programs from time to time, that program is turned on and off according to business needs. We are not currently repurchasing any owners Club Points. ****************** is welcome to list his Club Points for sale on the open market for a price that he deems fair and reasonable. The process is similar to listing a home or any other form of real estate.
Initial Complaint
Date:05/23/2024
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.
On March 7, 2024, we purchased a Marriott Vacation Plan in amount of $16382.21 which includes closing costs of $614.21. We paid a down payment of $7884. On March 16, I contacted the closing **** **************************************** to find out where to sent the cashiers check for the final payment of $8498.21. She sent me a paper with the information, indication that the check could be made payable to Marriott vacation Club. On March 19, I sent a cashiers check in the amount of $8498.21 to ************ which is what was on the paper she gave me. On April 1, my credit card was charged the same amount, On April 2, the cashiers check was cashed. We were told no one could tell where the funds went, but after many phone calls, texts, emails, etc., my credit card was refunded on April 26, We never received any documentation that the closing was done, nor given the bonus points owed to us , nor access to out account,Yesterday, I received an email from the audit department telling me that my credit card will be charged for the $8498.21 on June 1, today, I spoke to ************************* at Marriott who told me the purchase is still not closed, since they cannot find the money.After being harassed for this money, having my money tied up for well over a month, unreliable and irresponsible accounting practices, and failure to close the purchase free the money was sent to the address given to me, we want to cancel the entire purchase and receive a refund I. The amount of $16892.21
Business Response
Date: 06/06/2024
*************** is currently working with a manager within our corporate Customer *************** regarding the funds that she claims were received by our organization for the purchase of a St. Kitts ownership interest. At this time the matter is being revisited by members of the corporate office and the leadership team at our local sales gallery in ****** We will continue to work with *************** over the coming days in order to address her remaining concern about the status of her downpayment.
Customer Answer
Date: 06/10/2024

Complaint: 21750849

I am rejecting this response because the cashiers check was cashed on April 2. This is entirely too long for a resoly

Sincerely,

*****************************
Initial Complaint
Date:05/21/2024
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.
We are writing to lodge a complaint against Marriott ************* with regard to our timeshare account. Several factors have influenced our decision to terminate our timeshare account, highlighting significant discrepancies between the promises made during the sales process and the actual experience of timeshare ownership. During the initial sales presentation, we were enticed with hotel points as an incentive to attend a meeting that substantially exceeded the anticipated duration, disrupting our plans and wasting a considerable portion of our morning. The sales representatives, cognizant of our challenging credit situation, exerted significant efforts to secure approval, portraying timeshare ownership as akin to acquiring a new property with inheritable benefits for future generations. The reality of our timeshare ownership has not aligned with the idyllic picture painted during the sales pitch. Despite assurances of flexible vacation options, we have encountered insurmountable difficulties in securing booking dates that align with our availability. The lack of transparency regarding the necessity for advanced booking to access preferred dates has resulted in substantial inconvenience and severely restricted the usability of our timeshare. The escalating maintenance fees have imposed a significant financial burden, contrary to the initial assurance of fee stability. The cumulative expenses, encompassing monthly payments and maintenance fees, far exceed the costs associated with traditional vacation planning, rendering the overall financial commitment unsustainable given our current circumstances. The glaring disparity between the promised affordability and the actual costs of timeshare utilization has prompted us to reassess our membership. In light of these challenges and the substantial disparities between the expectations set forth during the sales process and the actual experience of timeshare ownership, we seek termination of our timeshare.
Business Response
Date: 06/06/2024
Our records indicate that ********************* has entered into two separate purchase agreements with our organization over the past decade. The first purchase took place on September 16, 204 and was for ***** club points. The second purchase took place a few years later on August 25, 2016, for an additional ***** Club Points.
When a guest is invited to a sales preview, we ask that they allocated at least 90 minutes. Additional time is required at the end of the sales preview in the event that the guest decides to move forward with a vacation ownership purchase. This time is needed to create the sales contract and to go over all of the finer points of the program.
In response to ************************* concerns, it is 100% true that her club points can be deeded down to her children or other family members if she wishes to do so. A quick review of ********************* reservation history shows that she has had terrific use of the program. She has redeemed club points for 11 reservations at some fantastic resorts including: Marriott's ********************************************************************************************************** Villas and Marriott's ************ just to name a few.
All of the costs associated with her ownership interests were fully disclosed at the point of sale. Maintenance fees do change from year to year at the discretion of the Trust Ownership Association. Maintenance fees are a reflection of the individual component resort maintenance fees that are deeded into the Marriott ************* Trust.
It is not possible to simply cancel or "terminate" ************************* ownership interests. Club points are considered to be a form of deeded real estate. In order to relinquish ownership of her club points ********************* would need to sell them to a different individual and payoff all debts associated with financing and/or maintenance fees prior to the ownership interests changing hands.
Initial Complaint
Date:05/20/2024
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.
on May 14, 2004, i checked my credit report and noticed that it had dropped over 100 points. For reference, i have not been late on any credit payments for over 10 years. Upon closer observation, i discovered that ******* Ownership Resorts had filed a late payment for ***** payment. On May 15, 2004, i called Marriott and learned that they had the incorrect credit card information (the credit card number remained the same by the expiration year changed). For reference, I have never missed a payment on this account, never received a letter nor a phone message noting that the credit card on file wasn't being processed. I would have expected some form of direct contact informing me of this situation.
Business Response
Date: 06/03/2024
Our organization made multiple attempts to inform *********************** of the loan account delinquency. Two collection letters are attached, both were sent to the residential address that we have on file. As a mortgage bank, we have a fiduciary responsibility to report on accounts that are more than 30 days delinquent. We apologize for the frustration: however, after reviewing the matter we have determined that the account was reported accurately and in accordance with the loss mitigation process.
Business Response
Date: 06/03/2024
Copies of collection letters are attached.
Customer Answer
Date: 06/04/2024

Complaint: 21734835

I am rejecting this response because:
While it is clear the organization appears to have sent letters noting the past due, at no time was i aware payments were not being made. Again, for over 4 years I've had the same credit card with automatic payments. I could have assumed the letters were typical updates. The request that i am making is for the organization to remove the negative credit item on my report given this misunderstanding, and considering my account history with them. As a reminder, i have never had a late payment with them or any creditor --- my credit score was 800 and now has dropped significantly as a result of this. When i was finally made aware the credit card expiration date, and the late payment, i immediately paid the balance and brought the account current.

Sincerely,

***********************
Business Response
Date: 06/05/2024
At this juncture we may only reiterate that we cannot honor **************** request to remove the negative credit reporting that has taken place. In addition to the two collection letters attached to our prior reply, financial services attempted to call ************ at least 4 times in-between April 16th and May 15th. Our organization made several efforts to connect with ************ regarding to his delinquent account. Ultimately, it is **************** responsibility to arrange payment in a timely manner as agreed upon within his loan agreement.
Customer Answer
Date: 06/10/2024

Complaint: 21734835

I am rejecting this response because:
When I called to get the account updated I was made aware that the creditor had on file number that shouldn't have been associated with the account. I was also informed by my wife that at no time did she receive phone calls from the creditor. Regardless, it is clear that their was a miscommunication and the creditor's lack of customer service and/or understanding, to take into account my account history, the explanation given, and request that they remove the negative reporting which has dropped my credit score by 100 points is really unfortunate. I am asking that my request be reviewed by a manager, director or president of the division that takes into account my long history, that I've never missed a payment prior. My goal is to have this issues resolved.

Sincerely,

***********************
Business Response
Date: 06/11/2024
This matter has been reviewed at the appropriate level of the organization. It is **************** responsibility to update his account records with correct telephone numbers and to have a valid credit card associated with his profile. Our financial services office sent multiple collection letters to **************** residence and called several times. On May 15, 2024 the customer answered out phone call, indicating the correct number was on the account that day. Payment was arranged at that time.
Initial Complaint
Date:05/17/2024
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.
5/5 we purchased a contract to buy into the Marriott vacation club at the price that day for ***** up front and ****** for ********************* June. The next day we cancelled with ****** (he stated he was the manager). When I asked for documentation, he wrote cancelled and his name on the contract and told me to take a photo, but he kept the contract. On 5/14 my credit card was charged for the first ***** fee. I called and explained the situation that day and was told ****** or the salesman would call back. I attempted to call each day but only got an option to leave a message, nobody ever answered the call. On 5/16 I left a message. On 5/17 I disputed the charge with my credit card. I seek a refund and a guarantee that the ****** charges will not occur.
Business Response
Date: 06/03/2024

Sent: Monday, June 3, 2024 12:42 PM
To: ******************
Subject: MVW Executive Office

Good afternoon ***************,

I am in receipt of your complaint that was filed with the Better Business Bureau of **************** I appreciate this chance to respond on behalf of the Marriott ************* brand.

In review of your account, I see that you purchased a promotional package during your recent visit to Marriott *************, ************** Our records indicate that on May 16th this package was cancelled and $99 refunded to your **** card ending in 7038. I am just following up to see if there is anything else that is required to resolve this matter.

I would appreciate a response from you so that I know this has been taken care of.

Thank you,

MARRIOTT VACATIONS WORLDWIDE
Customer Advocacy
customer Advocacy
Initial Complaint
Date:05/15/2024
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.
Upon arriving at the hotel, we were redirected to a Marriott Vacation desk instead of the excursion desk we intended to visit. Despite assurances that this wasn't a typical timeshare, we were coerced into a lengthy presentation where a fast-talking salesman bombarded us with promises later proven false. Initially, we were assured this was not a timeshare but a "Fractional Deeded Ownership," claimed to be a new, superior form of ownership. We were promised the ability to sell it back to Marriott at a profit if unsatisfied. The pitch relied on misleading information, creating false urgency and exploiting our vulnerability as vacationers. The subsequent tour and presentation employed dubious sales tactics, including exaggerated client investments and relentless pressure to commit. Promises of Platinum status, free upgrades, and a private ****** were used to distract from the transaction's reality. A distorted financial projection highlighted supposed savings while concealing the loan's high-interest burden. Despite hesitations, we reluctantly proceeded with the purchase, later realizing the extent of deception. Promises of unlimited access and resale options were fabrications. Attempts to book vacations met frustration and unavailability, with unanswered calls to customer service, leaving us abandoned. We were misled about ownership nature, profit potential, and booking flexibility. Realizing our purchase as an illiquid asset with declining value left us exploited and deceived. Exorbitant interest rates imposed financial strain, impacting our stability. Efforts to seek help from Marriott ************* yielded silence, compounding frustration. We request immediate resolution of the timeshare contract and a refund of all funds disbursed, citing substantial financial and emotional strain. Termination is in both parties' best interest.
Business Response
Date: 07/12/2024
To ensure that the developers commitment is delivered during the sales process, specific disclosures are provided, which all owners must acknowledge and sign their agreement to. When reviewing documents associated with your purchases, I do confirm your signed agreement to all disclosures and the terms of purchase. Some of those specific disclosures speak directly to your concerns, as follows:

The contract for purchase lists the price, estimated closing cost, deposit,amount of seller financing, current annual dues, and the cancellation period of 10 calendar days.

Closing Disclosure provides the loan amount, interest rate, monthly principal,and interest.

Receipt for Timeshare Documents conveys an owners receipt of documents such as the Multisite Public Offering Statement, reservation procedures for Marriott *************************** ****************** governing documents, the

Declaration of Mortgage Terms and Covenants, a copy of the executed contract for purchase, and the ten (10)calendar day cancellation period.

***************** Checklist includes disclosures regarding ownership rights,vacation options, Marriott Bonvoy benefits, maintenance fees, annual exchange company dues, and miscellaneous acknowledgements, including:

The ability to confirm a specific reservation request is dependent upon the timeshare interests and use periods available, or as provided by the provider of accommodations and services. Therefore, the Marriott ************* Destinations
Exchange program cannot guarantee specific resort choices, dates of travel, types, or sizes of accommodations.

Marriott ************* intends to provide a resignation/resale program for vacation club point owners who wish to exit the program in the future. The resignation/resale program is not guaranteed to occur and may be turned on and off according to business conditions at Marriott *************s sole discretion.

Owners are purchasing beneficial interests in the Marriott ************* Destinations program for their personal vacation use.

No representations have been made to the owner by their salesperson or any other representatives of Marriott as to investment potential, resale potential,tax consequences, or rental income potential.

A review of documents associated with your purchase reflects your agreement to the contract terms and disclosures that were presented to you. I also reflect that these documents detail the 10-day cancellation policy to determine if you wish to continue with the sale. While your dissatisfaction is certainly regrettable, there is no evidence to support the cancellation of your contract.
Initial Complaint
Date:05/14/2024
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.
On November 7, 2023, during a vacation in *******, we were coerced into a 3-hour sales pitch under false pretenses, pressured to upgrade our timeshare. Salesman Lassad Bessrour misled us about the benefits, costs, and terms of the purchase, including misrepresenting our current agreement and inflating maintenance fees. We were told that older ******** contracts wouldn't work anymore and they would be worthless if we didn't buy today. We were deceived about rental opportunities and pushed into opening a new credit card. He promised to help assist us with renting. Lassad also misrepresented a buyback program and obscured the true cost of the purchase. Despite being retired and on a fixed income, we were coerced into signing a contract with exorbitant monthly payments. We were not informed of a cancellation period, and the closing was rushed, leaving us feeling trapped. Due to these unethical practices and misrepresentations, we request cancellation of our timeshare contract. We tried reaching out to Sheraton to talk about these issues but they refuse to talk to us.
Business Response
Date: 07/10/2024
Prior to their most recent purchase of ******* StarOptions in the Sheraton Flex Program, Mr. and *********************** have made five separate purchases with our organization. This includes a 2019 purchase of ******* StarOptions. Respectfully, Mr. and *********************** were not pressured or coerced into their last purchase. Their purchase history reflects that they were well versed on the differences between the deeded week program and the Sheraton Flex Program prior to Marriott, Westin and Sheraton Vacations Clubs integrating via the new ABOUND Program.

All of the financial responsibilities that coincide with their last purchase were also fully disclosed in writing at the time of purchase. Mr. and *********************** received a through ***************** Checklist and Closing Disclosure documents which provided maintenance fee costs and all costs associated with financing their purchase. The Closing Disclosure also clearly shows the loan amount, term, interest rate and monthly payment that was agreed upon.

It is true that owners can make reservations and rent them during years that they are unable to travel. The ***************** Checklist discloses that Mr. and *********************** purchased for their personal vacation enjoyment and that our sales executives made no representations about the rental, investment or resale potential of the ownership interests in question.

The 10-day rescission period was also disclosed to Mr. and *********************** in all of their past purchases. This information is disclosed in bold, conspicuous font just above the signature line of every sales contract.

Copies of Mr. and *************************** purchase documents can be produced upon request.
Initial Complaint
Date:05/11/2024
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.
My name is *****************************. I am a Marriott Bonvoy member. My wife and I were recently talking about taking more family vacations and timeshare opportunities. Therefore, I was happily surprised to find out about a timeshare opportunity at the Westin Desert ******s Villas in Palm Desert, Ca. Our good friends, who are preferred Bonvoy members highly recommended this resort. I spoke with a lady named ***** in the concierge department of that resort. I purchased the Return Stay Vacation package for $199. I mentioned to her that we would need to upgrade to a two bedroom. She said that I could do that when I booked. I called the booking number. The lady whom I spoke with told me that the Desert ******s is not part of the plan and that we would need to stay at an alternative Marriott resort. I told her that the lady from whom I purchased this vacation told me otherwise. Unfortunately, this person in the booking department was very rude and unhelpful. The next day I called ***** at the *************. She apologized that she made a mistake, that the ****** resort does not offer two bedrooms with this vacation plan. I can still cancel my vacation and get a refund, however my family was really looking forward to staying at the *************. Therefore, I asked if the ****** resort would offer any kind of discount if I booked directly through the resort. That was today. ***** told me she would speak to her manager and get back to me by 4pm. No one has contacted me. I love Marriott hotels. I always stay at them when I travel. This has put a bad taste in my mouth, not to mention my friends who are preferred members. Since Marriott made a mistake, I am asking that they offer some kind of discount for a two bedroom villa at the *************. Our vacation is planned for June 2-5, 2024. Therefore, I would appreciate a prompt response. Thank you very much.
Business Response
Date: 05/15/2024
We apologize for the miscommunication regarding the resort in which ************************** discounted promotional package could be redeemed. Our marketing department does change the resort accommodations from time to time. Westin Desert ****** is a vacation ownership resort and owner's have first access use right to the property. Therefore, if many owners decide to occupy their deeded week in a given year, then promotional packages may be accommodated in another close by ************* resort.
Our records reflect that ********************** called into our marketing office on May 9th and requested for his promotional package to be cancelled and refunded. **************** has refunded ************************** $199 with this transaction being resolution to the matter.
Customer Answer
Date: 05/17/2024

Complaint: 21660256

I am rejecting this response because:
My request was for a discount on our upcoming stay at the Westin Desert Willow **************** not for the $199 refund. I knew all along that I could get the refund. My desire is to be compensated for the time spent trying to get this problem reconciled and the disappointment this brings to my family. Since my family's desire was to go to this resort, I booked a stay for June 2-5 at the Westin Desert Willow ****************. I would appreciate any compensation or voucher that we can use during our stay at the resort. Thank you.
Sincerely,

*****************************
Business Response
Date: 05/28/2024
After reviewing this matter, we have determined that compensation by way of refunding ************************** promotional package is fair and appropriate. ********************** is welcome to make a rental reservation at www.marriott.com and he can apply the returned funds to a new rental reservation if he wishes to do so. Discounts are offered on Marriott.com, subject to availability, for Marriott Bonvoy members and AAA members.
Initial Complaint
Date:05/07/2024
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.
Multiple failed attempts to execute external transfer of points from deceased owner's account into our account.In 2021 we purchased our own MVC account (2 wks in HI and *****). My husband's father's account (original) had ***** pts for which the deed was transferred and recorded back in 2018. During our 2021 purchase at the Marriott Roadshow, we provided the documentation needed for the points to be transferred into our account. In 2022 the maintenance fees on my FIL's account had a credit balance, we paid our own maintenance fees. In 2023 we paid our own fees, but later received another statement for our FIL's stating it was on foreclosure. We just reinstated the account with the title company for 2023. but MVC is claiming we still owe legal and lien fees for 2023. The title company says our account is closed but they have also been non responsive to our requests for itemized receipts of payment. We currently paid 2024 maintenance fees minus the interest, late and legal fees, requesting MVC to remove those charges. They claim that they reviewed and determined those fees must be paid; however never communicated to us any further, except for the multiple phone calls we have made. We cannot move forward on the points transfer until the account is current. We have done our due diligence to bring this account up to date. It was negligence on MVC to never have transferred the account initially when we closed at the roadshow. They have made no attempt to help us resolve this issue in over 3 years. My FIL passed in 2017, and we have submitted all documentation. It's *****points that simply need to be transferred into our account. We don't know who else to contact for help.
Customer Answer
Date: 05/07/2024

Business Response
Date: 05/21/2024
We are very sorry to learn about the passing of ********************* father-in-law. In order to transfer ownership of his club points, it will be necessary to pay the outstanding legal fees, late fees and interest that have accrued on the account. While we understand that ***************** may have tried to transfer ownership several years ago while attending a road show sales preview, our sales department does not deal with ownership modification transactions. Once the account is paid, ***************** may contact owner services at ************ and request External Transfer of *****ship forms. These forms will need to be completed and returned to ***** Services along with a copy of the newly recorded deed showing that Mr. and ***************** are the new owners of the club points involved.
Initial Complaint
Date:05/01/2024
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 writing to file a formal complaint against Marriott regarding their timeshare services. Despite repeated attempts to cancel my timeshare agreement and numerous communications with Marriott representatives, I have encountered significant challenges in obtaining a no-fee cancellation.My name is *************************** and my Marriott timeshare account number is ********** initially attempted to cancel my timeshare agreement by sending a formal letter to Marriott, clearly stating my intention to terminate the contract. Additionally, I have made numerous phone calls to Marriott's customer service department in an effort to expedite the cancellation process.However, despite my persistent efforts, Marriott has failed to provide me with a no-fee cancellation option as promised in the terms of the agreement. This lack of responsiveness has caused me undue stress and financial burden.I request that the Better Business Bureau intervene in this matter and facilitate a resolution between myself and Marriott. Specifically, I am seeking a prompt and satisfactory resolution that includes the following:* A no-fee cancellation of my timeshare agreement.* Confirmation of the cancellation in writing.* Reimbursement of any fees or expenses incurred as a result of Marriott's failure to honor the cancellation request in a timely manner.I appreciate the Better Business Bureau's assistance in resolving this matter and look forward to a prompt response. Please do not hesitate to contact me if you require any further information or clarification.Thank you for your attention to this matter.Sincerely,***************************
Customer Answer
Date: 05/02/2024
How do I print form I do not have a air printer

Customer Answer
Date: 05/02/2024
I do not have an air kprinter. No on in town has an air printer. Now send it to regular printer

gene e shoemaker
Business Response
Date: 05/06/2024
Our organization has already responded to **********************. Please see the attached letter from Customer Advocacy Manager, ***********************************. At this juncture we may only reiterate that it is not possible to simply cancel ************************** purchase. He is welcome to sell his ownership interest on the external market for a price that he deems fair and appropriate.
Customer Answer
Date: 05/07/2024
**** and I took a trip to *************** and stayed at Marriott Canyon Villas in **************
Late ***** to May 3, 2019.
We were contacted by phone call to attend a meeting and in exchange we would get 3 days free
in *******. We both went into this feeling we would enjoy ourselves in our retirement. The
presenter, ***********************************, was very nice but she didn't really take our No, not now" as
seriously as we meant it. She sent us out to a patio area and another ***** ***** came out and
she somehow talked us into a commitment to return within a year, pay them $250, and then
$100 a month for 5 months! **** told us it would come off of our purchase price and she would
hold an opening for a 1 bedroom suite for us when we returned, at no cost to us. We were also
told that we would get ****** bonvoy points if it was paid off by December of 2019. We had it
paid off by October. When we called to return there in February of 2020, there were no 1
bedroom suites available like they gave us before! I should have just said no then! It was a big
red flag to me since we really didnt need the 1 bedroom suite! During our meeting we were told
it would take about an hour, we were there for close to 3 hours.
In February of 2020, we stayed at ****** Villas again in a studio. We then had the meeting
with ***********************************! In no way were we planning to purchase, she was so committed
to getting us to purchase and **** and I were both not falling for it. **** has diabetes and was
ONLY offered a drink the whole time we were there. As we were getting ready to leave, she
came up with Marriott will buy back this package at your purchase price if for any reason you
cannot use it!" I was thinking how great that sounded! We talked about it for a minute or so
knowing that we could pay it off in a couple years or less, great! Our maintenance fees were
never discussed, bonvoy was barely glossed over. I'm still not even sure what the difference is
between bonvoy and vacation club!
Before we purchased it, **** was having problems walking! He was even on pain medication
when we signed the contract so it shouldn't have even been done! We went to the surgeon and
we were told there was nothing to be done and he needed to do physical therapy. He did the
physical therapy but his walking got worse so we had to do more tests. We can place him on a
neuro stimulator to reduce the pain but he falls almost every day. The doctors say there is
nothing we can do for him, we simply can not travel with him in this condition! We have never
used a single point and never traveled using Marriott!
**** called to try to sell back our timeshare but he was told that you dont buy it back! He is
very upset! After explaining ****'s medical problems the gentleman told us that buy back" is
just a sales tactic used quite often to close deals but it is not actually true! Now lm angry! He
told us that if we pay off our loan then they may buy it back due to ****s medical problems, but
it wasn't a guarantee! What difference does paying it off make? I never followed through with it
because I decided that all of Marriotts employees lie! We bought a lie!
On October 14, 2022 **** got surgery on his neck! We have been going to doctors
appointments regularly and we have the medical bills have started to come in and we can not

afford to pay this timeshare that we have not been able to use. We only want our purchase price
back and to be done with it!
**** and *****************************
Business Response
Date: 05/07/2024
Our organization has already responded to **********************. Please see the attached letter from Customer Advocacy Manager, ***********************************. At this juncture we may only reiterate that it is not possible to simply cancel ************************** purchase. He is welcome to sell his ownership interest on the external market for a price that he deems fair and appropriate.
Customer Answer
Date: 05/08/2024

Complaint: 21651595

I am rejecting this response because:
Take me to court!
Sincerely,

***************************

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Marriott Vacations Worldwide is NOT a BBB Accredited Business.