Business Profile

Vacation Timeshare

Marriott Vacations Worldwide

Headquarters

This business is NOT BBB Accredited.

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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:04/30/2024
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.
Requesting termination of timeshare ownership with Marriott ************* due to misleading information during the sales process, financial difficulties, and unsustainable costs. Seeking prompt resolution.
Customer Answer
Date: 06/03/2024
Attached is the form.
Business Response
Date: 06/03/2024
We are very sorry to receive this complaint from ****************. **************** has entered into at least four separate contracts for various stipends of Club Points since first becoming an owner in May of 2019. We have never received any complaints from **************** over the last 5 years regarding the sales process.
It is unfortunate that **************** cites financial difficulties as one of the primary reasons for this complaint. We hope the best for **************** and that his personal financial situation improves soon. Unfortunately, we do not offer any type of financial hardship assistance program. **************** is welcome to sell his club points for a price that he deems fair and reasonable. The process is no different than selling a home or any other form of real estate. If **************** has any questions about the resale process, he is welcome to call our ************************ at ************.
Initial Complaint
Date:04/30/2024
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.
Im a Marriott owner and I tried to use my Marriott Bonvoy points to reserve two rooms in *************** at ****************************************, my rooms were not properly cleaned which led to them giving me a 3rd key to another room. They never said they were going to charge me for it. The following day while I was out away from the resort my guests were kicked out of their rooms. I couldn't even talk to the lady inside because Im highly allergic to disinfectants due to my latex allergy, I paid out of pocket that night just so me and my guest would have a place to sleep that night.
Business Response
Date: 07/02/2024
************************* reservation began on October 9, 2023. The resort operations team at **************************************** had two villas, 1611 and 1612 VIP cleaned and inspected to accommodate ************************* latex allergy. At time of check-in villa 1612 was changed to 1707 per ************************* request to avoid stairs, 1611 was also checked in at that moment.
Shortly after her arrival, ********************* expressed concerns with villa 1707 not being VIP cleaned. ********************* was offered and accepted villa 1611 as a replacement to villa 1707 and she was given **** to villa 1611. Overnight security reported villas 1611, 1612 and 1707 being occupied by ********************* and her travelling party. As a result of her occupying a third villa and only reserving two, ************************* party was charged appropriately for the additional villa that her party occupied.
Initial Complaint
Date:04/25/2024
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.
Date of transaction 11/29/2023 file ********* The amount of money we paid the business $16,340.00 . This business committed to provide us with the truth about this "legal" SCAM! Representative ****************************** did a presentation full of misleading information&answered all our questions with lies&more lies. The nature of this dispute is our effort to get the refund,to continue to fight this in the Courts of Law since this scam needs to stop. False promises, huge lies, high level of misleading strategy, aggressive sales and non truthful answers to us are just a few to mention from this unhappy experience. We were promised certificates rewards, 2 times 7 days in ******** and 3000 points that we can use in specific Hotel Marriott,******, *********** where my husband is originally from. Our questions were very specific &to the point. We were promised that for our points value we can stay up to 14 weeks (7 days times 14) there. It did started too good to be the truth, however we believed this sales representative. He represents huge Corporation Marriott and we thought h had some kind of credibility to trust him. We bought this ONLY and ONLY FOR STAYING AT THIS PARTICULAR PROPERTY. If that was not the case, we would NOT buy this.My family went 3 months to Europe&we survived a home invasion family tragedy, my husband lost his mother, sister&father. So basically we needed a place to stay since police was investigating the crime scene our house. I tried to book online the hotel and I figure it out these points are worthless, that I am stupid&that I do not want to be part of this scam.We want to protect other hard working families.. This business did not try to resolve this problem even after I talked few times with representatives. But no help or any good outcome came from my time I lost talking on the phone and explaining everything.No email, only bills they know how to send. After 20 emails sent no respond on my questions. No availablility&needs to stop.
Business Response
Date: 05/21/2024
According to our records, Mr. and Mrs. ******** acquired ***** Club Points in the Marriott ************* ABOUND program on November 29, 2023. We apologize for any misunderstanding that *** have transpired about using Club Points to visit a specific hotel. Unfortunately, it is not possible to validate any verbal accusations six months after the presentation took place. As an ethical sales organization we go through great strides to ensure that every owner has a full understanding of the program details and reservation procedures. In addition, Mr. and Mrs. ******** received, initialed, and signed a thorough ***************** Checklist that expressed their understanding of the following disclosure statement: "The Marriott ************* program includes timeshare interests, condominiums and other properties owned by the *** Trust and available for usage through the Marriott ************* Destinations timeshare plan and timeshare interests, condominiums and other properties that are available for usage through the *** Exchange Company. 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 or services. Therefore, the Marriott ************* Destinations Exchange Program cannot guarantee specific resort choices, dates of travel, or type or sizes of accommodations."
In order to stay at this particular hotel using their Club Points, those points would first need to be converted to Marriott ************ loyalty points. The same ***************** checklist mentioned previously advised Mr. and Mrs. ******** that standard owners *** only trade up to 50% of their ************* Points to Marriott Bonvoy points. 250 ************* Points equates to ****** Bonvoy points. Since Mr. and Mrs. ******** own just ***** Club Points they have the potential to accrue up to ****** Bonvoy points annually.
It is the owners responsibility to read their purchase documents, and they are welcome to cancel the purchase for any reason within 10 days of signing their purchase agreement. Unfortunately, since their contract is closed, we are unable to honor Mr. and ************************* request to cancel their purchase. That being said, we are very confident that ***** Services can assist them with planning a memorable vacation experience at one of our world-class resorts using their Club ************* ***** Services *** be reached at ************, hours of operations are Monday through Friday from 9am to 8pm eastern and Saturday's from 9am to 5pm.
Customer Answer
Date: 06/02/2024
Good day, we are not accepting this answer from this business because clearly this is not something that we were promised and this is not what we signed up for. We were lied to and this is not correct and right way how to do business.
If this is not answered and resolved here properly we will go to the courts and resolve this that way. This is not right.
Customer Answer
Date: 06/05/2024
Good day, we are not accepting this answer from this business because clearly this is not something that we were promised and this is not what we signed up for. We were lied to and this is not correct and right way how to do business.
If this is not answered and resolved here properly we will go to the courts and resolve this that way. This is not right.
Business Response
Date: 06/05/2024
At this juncture we may only reiterate that ******************** received all of the program disclosures and information required to make an informed purchase decision. Our organization will not agree to repurchase his ownership interests.
Customer Answer
Date: 06/05/2024

Complaint: 21628142

I am rejecting this response because:
It will be a lawsuit.
Sincerely,

****** And ****************
Initial Complaint
Date:04/24/2024
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.
We are reaching out, looking for help to resolve our frustration with Marriott ************* Timeshare Program. For months now, we've been in a back-and-forth with them,only to hear that Marriott will only consider canceling our timeshare if we fall into delinquency. Yet, we're actively and willingly trying to return it to them at this moment!Their sales team painted a nice picture of simplicity, adaptability, and affordability, but our reality couldn't be further from that. The inability to book reservations at our desired resorts unless we book almost a year in advance is ridiculous considering the amount of money we are being charged. The annual maintenance fee has shot up by nearly $700 within just two years, making it financially unviable. Restrictions on point banking limit their usefulness, resulting in an excess of unused points. Converting vacation club points to ****** points isn't a good idea because then they lose the majority of value.Our timeshare has just been an overall burden. We are now stuck with financial stress due to the monthly and yearly dues for a service that fails to meet our expectations.Please provide me with the contact information for upper management to review my account and get back to us with a resolution that lets us out of our timeshare!
Customer Answer
Date: 04/25/2024
My full name is ******* *********************. I did not put this in the original complaint and I should have.
Business Response
Date: 05/15/2024
We are disappointed to receive this complaint from **************. Our records indicate that ************** acquired ***** Club Points in the Marriott ************* ABOUND vacation ownership program on June 19, 2021. In the short time that he has been an owner ************** has made several reservations using his Club Points. In total, 4 reservations have been made at Marriott's Canyon Villas, Marriott's ****************************************************************************** ************** has also redeemed his club points for several resort credits to spend during his past vacations at our resorts.
Maintenance fees are determined annually by the ***************************. Unfortunately, inflationary pressures related to operational expenses such as utilities, insurance and retaining top talent have caused maintenance fees to increase over the past two years beyond the typical 3 to 5% range. ********* of Directors who sit on the *************************** are dedicated to keeping maintenance fee costs at a manageable level and welcome owner feedback twice each year during annual meetings that owners are invited to attend.
Unfortunately, it is not possible to simply cancel ****************** purchase. ******** Points that he owns are considered to be a form of deeded real-estate. Like all real-estate ************** would need to sell his Club Points to another individual, and satisfy the mortgage owed on the property before the ownership deeds can change hands.
Customer Answer
Date: 05/24/2024

Complaint: 21621631

I am rejecting this response because:
We understand and appreciate the operational challenges faced by the *************************** in managing the maintenance fees. However, we find it hard to justify the substantial increase in these fees over the past two years, beyond the typical 3 to 5% range, which has turned our vacation ownership into an undue burden.
We are aware that the Club Points we own are considered a form of deeded real-estate. However, we wish to highlight that real estate, like any other business, needs a fair and efficient exit strategy. It is unreasonable to expect us to find a buyer and satisfy the mortgage before the ownership deeds can change hands.
We are willing to sign it back over into Marriott's name and let you sell it to another individual, thus relieving ourselves of this financial stress and allowing Marriott to maintain control over the property.
It is baffling that the only scenario in which you would consider taking back the property is if we fall behind on payments. This suggests an inclination on your part to exploit the situation rather than find a solution beneficial to both parties. Pushing us towards financial default, and thereby damaging the credit score we have worked so hard to build, is a distressing proposition.
We sincerely implore you to do the right thing and accept the property back. We believe that a corporation of your stature prides itself on customer satisfaction and ethical conduct and hope that you live up to these values in dealing with our situation.

Sincerely,

*************************
Business Response
Date: 05/28/2024
At this juncture we may only reiterate that our organization is unable to simply repurchase ****************** ownership interests as requested. The mortgage debt associated with ****************** ownership interest must be paid prior to the ownership interests changing hands. At this juncture we are not offering any type of repurchase program for Club Points. ************** has the option to sell his ownership interests for a price and he deems fair and reasonable.
Customer Answer
Date: 06/03/2024

Complaint: 21621631

I am rejecting this response because:
I am not asking them to repurchase the ownership. I want them to take it
back. Void out the contract. Why would I pay something completely off
before they are willingly help me? Especially since I am never going to use
this timeshare again. Take it back and sell it to someone else.

Sincerely,

******* *********************
Business Response
Date: 06/10/2024
We have found no evidence of malice or misrepresentation that warrants such action. The mortgage balance that is owed on ****************** ownership interests must be satisfied before ownership can change hands. **************** has no appetite to pay ****************** financial obligations.
Customer Answer
Date: 06/19/2024

Complaint: 21621631

I am rejecting this response because:
Dear Marriott ************* Resorts,
We would like to address the issue of misrepresentation that occurred during the original Sales Presentation. We want to assure you that we have provided all necessary evidence to demonstrate the inaccuracies that occurred during the original presentation by your Salespeople, and we feel that we have been unjustly tied to this agreement.
What were you inferring when you stated, ...once the interest is satisfied, it may change hands, is this a change of hands from us to Marriott?
Marriott ************* Resorts, what are the options for a current owner who has an open loan with you to be released from their agreement; without allowing you to ruin our credit by defaulting on the payments? To have such an option that would cause us financial ruin to get out of an agreement with you seems trivial.
Sincerely,
******* ********************* & ****************
************

Sincerely,

*************************
Customer Answer
Date: 06/24/2024
I posted my response to you on 6/19/24. I don't see it here. Can you please let me know that you received it?
Customer Answer
Date: 06/24/2024
My 6/19/24 response is shown in my list of communications. Why is this case being closed? I responded in the time frame. Why would you now forward my message to Marriott?
Initial Complaint
Date:04/23/2024
Type:Product 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 seeking help from you all to assist me in an immediate cancellation of my timeshare ownership as my attempts to reach out have been unsuccessful. Marriott keeps stating that I can sell my timeshare to other vendors and there is no option for an exit program right now. I am becoming extremely frustrated having to repeat myself multiple times that I no longer wish to be a timeshare owner with Marriott. The lack of availability in my desired travel cities has made timeshare ownership completely useless. When I bought it, I was promised savings on hotel and airline expenses, but the reality has been different. Most times, I couldn't even use the vacation club due to unavailable accommodations. Instead, I've had to stay at non-timeshare resorts, adding on extra expenses on top of what Marriott wants from me. I need to close my timeshare account entirely and I demand a full refund due to unfulfilled promises and an overall disappointing experience.
Business Response
Date: 05/21/2024
******************** concerns were addressed by corporate Customer Advocacy Manager, *****************************, on May 1st of this year. ********* explained to **************** that he can travel to several locations by converting his ownership to ****** points. Our organization partners with the Marriott Bonvoy program where hotel loyalty points may be redeemed for reservations and airline credit. **************** also has the option to use his Club Points as a form of direct currency to make reservation at over 90 vacation club resorts, several different Marriott hotels and airline credit with select airline partners.
Unfortunately, it is not possible to simply cancel ******************** Club Points purchase. This is because Club Points are considered a form of deeded real estate. **************** chose to finance both of his purchases. In order for ownership to change hands, **************** would need to satisfy the outstanding mortgages owed. **************** is welcome to list his ownership interests for sale on the external 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 for sale. The proceeds from the sale may be applied to the outstanding mortgage balance.
We do hope that **************** is able to keep his ABOUND Club Points so that he can continue to enjoy many wonderful family vacation experiences at our world-class portfolio of resorts.
Customer Answer
Date: 05/24/2024

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. Thank you for your assistance

Sincerely,

***************************
Initial Complaint
Date:04/22/2024
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 reached out to Marriott vacation club to kick off the timeshare exit process in October 2023. The exit specialist provided me an overview of the process which included paying the annual timeshare fee (mine was $1551), submit my attestation to accept the exit process, and provide documents at regular 30 day intervals until the process was complete at the 90 day. I followed the process, paid the fees, completed, notarized and provided all required documents. I found out in January from Marriott *************** (MVC) title department that the transaction was closed, and the deedback of the timeshare had been recorded. The only component left in the process was for Marriott ************* to refund the annual timeshare fees to me. I have been following up with the exit specialist since I received the notice from the title company that the deedback was recorded. From January until now, late April 2024, I have been told several times that the refund was "recorded on the finance log and to look at my credit card for the refund" and no such refund has been issued to me. I continue to reach out every 2-3 weeks to inquire about the status of my refund and I am either getting no reply at all, or, as of the last communication, been told that the issue was escalated to management. There is no other way to contact MVC about exit services other than the email of the exit specialist or the central inbox. There is no phone number or customer service team available to people in the exit process or former owners to inquire about any monies owed. I didn't want to escalate to BBB, but I have no other outlet and I have been following up on my refund for the last three months, which it should have been issued at the end of the deedback process (which is complete at this point). I just want my refund to be issued to me. Happy to provide more email exchanges between myself and the exit team if needed.
Customer Answer
Date: 07/09/2024
We can close this, the business has resolved the issue
Customer Answer
Date: 07/11/2024
We can close this, the business has resolved the issue
Initial Complaint
Date:04/19/2024
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.
In February 2023, while on a family vacation we stayed at Sheraton Vistana Resorts. We were required to attend the timeshare presentation. It was very high pressure sales and the more we said that we were not interested, the more people came to talk to us. We were also told that we had to sit there for the full 2 hours. Conveniently the developer/sales people made the numbers work on paper so that we did not have to take any money out of our pockets and we were new owners. The paperwork that they used for the deal was much like buying a house. It was very much like a mortgage. We were never told that we only had X amount of days to get out of the deal and honestly, we did not have time to read the fine print because we were on a family vacation and wanted to spend time with our kid. When we got home from the vacation a week later and I tried to book a stay at a timeshare for the following year, I quickly realized that there was nothing available. Only owners with many many points get to chose there vacation time that works for them, the rest of the owners who do not own many points, will not be able to book anything. I also did research and realized that I could have bought the same timeshare for $1 on ***** This timeshare is a big big scam. We were able to get out of the timeshare. We did a a Deed in Lieu of Foreclosure, however now I have to report the loan as income! I never was able to use the timeshare and now I have to pay income tax on it! The *** is way overstated when you can buy into these for $1! Supposedly in October, the timeshare developer offered deed in lieu of foreclosure. I am still getting notices from the Timeshare developer that we owed money and my credit was being reported. I have reached out to the developer via phone calls, but have never talked to them because they dont call back! Ive left messages. I want my credit fixed! I also want the Developer to return my $11344! I should NOT have to pay for something that I never used! I shouldnt not have to pay taxes on this, so please correct the 1099-C! And the *** is grossly wrong! I hade also paid a lawyer and a ************************** and Id like to be reimbursed for these costs as well! This is all a huge scam!
Business Response
Date: 06/06/2024
Our records indicate that ****************** acquired ****** StarOptions in the Sheraton Flex Program on February 10, 2023. We are sorry to receive her feedback about the sales process. Our sales executives are trained to provide guests with an informative, professional and low-key preview of the Sheraton ************* program. ************* felt pressured in anyway, she certainly could have cancelled during the 10-day rescission period. The rescission period was disclosed in bold, conspicuous font just above the signature line of her sales agreement.
Sheraton Flex Program owners may redeem their StarOptions at several Sheraton ************* resorts, reservation may be requested up to one year in advance and they are honored on a first come, first served basis. Respectfully, our program is not any sort of a scam. We have more than ******* owners who consistently rate our resorts and ***** Services experience highly year after year.
We cannot comment on tax implications of ********************** choice to forgo paying her mortgage note and accepting a Deed in Lieu of Foreclosure. Those details should be discussed with her personal accountant. A Deed in Lieu of Foreclosure was arranged on December 29, 2023. As of that day ****************** no longer owned the ownership interests. Our organization will not agree to modify any of the financial forms that were submitted as a result of Deed in Lieu of Foreclosure action that has taken place, we are also not agreeable to reimbursing ****************** for her attorney costs or the costs associated with working with Timeshare Advisory.
Initial Complaint
Date:04/19/2024
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 were invited to an owners' meeting for the merger of Vistana Network and Marriott and the benefit to Vistana owners would be explained. We were told all owners were required to attend a 90-minute presentation and would receive a dinner and attend Oprys Christmas performance. The presentation included a short talk and some examples of Marriot properties. We were then sent with a sales representative to a separate table. That's when the high-pressure sales tactics began. I repeatedly told the sales representative I couldn't afford to upgrade. He kept going to the sales manager for a different scenario and cost, which continued for 6 hours! We were tired of the constant pressure of the sales rep to try to make us think we could afford the upgrade. We were worn out from the amount of time and pressure and we were told they buy back timeshares. Actuality is this was all lies! I am now in a debt relief program due to the large amount of debt I have collected from owning this timeshare! BBB, please help me get out of this situation ASAP!
Business Response
Date: 03/04/2025
Sent: Monday, September 23, 2024 2:52 PM
To: ****************************
Subject: RE: deedback

Dear Mr. ********************* you for contacting the corporate office of Marriott Vacations Worldwide regarding your Sheraton Flex ownership.

Your email has been forwarded to my attention for a response. I am sorry for your ongoing resolution efforts but pleased for the opportunity to provide a response to your recent communication.

As indicated in my December 18, 2023, correspondence, the documents associated with your November 14, 2018, Sheraton Flex upgrade purchase reflect your signed agreement to its terms (including the financing terms). A review of your account confirms that you are the owner of record and that you have an active loan. Although I am sorry for your dissatisfaction, there are no findings that warrant cancellation of your purchase contract or disregard of your loan obligation.

I am sorry for any misunderstanding surrounding the status of your account, but you are the owner of record for your two Sheraton Flex vacation packages (contact 255575). The Sheraton Flex vacation package (contract # ******, purchased on September 17, 2016) is inactive as it was utilized for your November 14, 2018 upgrade purchase.

Please let me know if I may be of further assistance.

Sincerely,
Customer Answer
Date: 03/07/2025

Complaint: 21598330

I am rejecting this response because:

I have continued to work directly with the company over the past several months and they have not given the attention to our situation. They have admitted to certain fabrications, but have put it on me because I still signed. We trusted them to take our best interest and they knew what we were looking to do, but instead saw us as easy targets to take advantage of and manipulated and coached us through the process, not allowing for us to review anything. Both upgrades were done "helping" us to downsize and try and save money and yet we end up with double. I have specifically asked from them to investigate the **** and they will not and have continued to tell me that I signed therefore they will not be held by anything they said. They hold a signature obtained under duress and manipulation above the actual wrong doing.

Sincerely,

****** *******
Business Response
Date: 03/12/2025
We are very sorry to learn of Mr. ********* continue dissatisfaction with his ownership. Mr. ******* purchased his ownership interests in 2018 and has used them in a manner consistent with how the program is presented. StarOptions were redeemed for stays at The ****************** Villas (******) and The ****************************** Villas.
At this juncture we may only reiterate that Mr. ******* received all of the information necessary to make an informed purchase decision. Copies of his sales disclosure documents can be provided upon request.
Customer Answer
Date: 03/25/2025

Complaint: 21598330

I am rejecting this response because:
Informed decision? We were lied to for over 6 hours and now we are being told that it did not matter what **** **** or ******* ****** said. So there is not accountability or responsibility given the the actual sales representatives? Is this why we were not permitted to record any of the conversation, so that you could deny any wrongdoing. I completely disagree with being given an informed decision if you are basing it on just the paperwork considering the sales team coached us through, pointed and told us where to sign, and at no point would we suspect everything we were told didn't matter. Also is it considered normal to make a purchase use it once over 7 years? Does that make sense of using it how it is intended? I have simply requested this matter be addressed with the sales representatives and the countless fabrications and at this time, the company has not made the effort to satisfy my request.
Sincerely,

****** *******
Initial Complaint
Date:04/18/2024
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.
It has been more than a year since I have tried to contact the resort to cancel this timeshare. I feel like this has just resulted in messing up my mental and physical health as it seems like Im not getting anywhere and I need immediate help. I would like to say this is something Im handling and it's only affecting me, but now it has affected my whole family. We had dental insurance which has now been lost due to having to pay for the timeshare. I had to cancel my check-up and this not only for me but for all my family. We are trying to make payment arrangements so we can get it back. This has affected me on such a personal level; to the point it has affected my physical health and I was required to get an MRI that cost $3700+600 for the doctor consultation. This is an amount that I did not have but had to pay because it was for my health. On top of all that, the resort's asking for an annual maintenance fee of over $2000, which we had to pay by 09/27/2023 to dodge any penalties and legal stuff. I havent even mentioned that I had to pay $486 for the monthly mortgage payments. We're reaching out for help because we can't keep juggling these payments and our health. We've been trying our best to keep our credit from going south, but it's just too much. For this reason we need this to be canceled as soon as possible. Thank you in advance.
Customer Answer
Date: 04/23/2024
Here is the signature you requested
Customer Answer
Date: 05/02/2024
I don't understand why my complaint, was closed. Can I have some clarity?
Business Response
Date: 05/21/2024
In review of Mr. *********'s ownership profile we see that he acquired ****** StarOptions in the Sheraton Flex Program on December 20, 2021. We are very sorry to learn about Mr. ********* current medical circumstances and wish him well during this difficult time.
Mr. ********* financed this purchase, and he currently has an outstanding mortgage owed on the property. Please understand that the Sheraton Flex Points that Mr. ********* purchased are considered to be a form of deeded real-estate. Therefore, in order for the ownership to change hands Mr. ********* would need to sell his points to another individual and payoff the existing loan balance. Mr. ********* is welcome to list his ownership interests for sale on the external market for a price that he deems fair and reasonable. **************** does not charge any type of prepayment penalty to payoff mortgage notes early.
We do hope that Mr. ********* is able to keep his Sheraton Flex Points so that he can continue to enjoy many wonderful family vacation experiences at our world-class portfolio of resorts.
Initial Complaint
Date:04/15/2024
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.
We Have two different beneficial interest with Marriott one comes like around August which we received in the mail and was immediately paid and the other comes in October and we were traveling and forgot about the second one. So April 2024 I tried to use my Bonvoy points to make a hotel reservation and I had been locked out of my account. When I called they told me I need to get in touch with Marriott ************** This was on a Sunday so no one was there of course, When I started looking into it we were overdue so I paid online the problem is we owed $2,740.00 and they were charging us $3,349.80 in interest and fees. When I called Marriott they said they mailed out a notice to us. But they mailed it to the wrong address. We called and they said they would no refund all the charges. They did not try to email us or call us. I have been with Marriott for over 40 years.
Business Response
Date: 05/09/2024
****************** owns ***** Club Points in the Marriott ************* ABOUND vacation ownership program. Maintenance fees and club dues for his ownership interests were invoiced on October 15, 2023 with a due date of December 1, 2023. The reason maintenance fees are due in early December of the preceding year is because the *************************** needs these funds in time to distribute them to all of the component resorts deeded into the Marriott ************* Trust. Those individual ********************************* use the funds beginning January 1st to fund reserves and annual operating costs such as utilities, landscaping, engineering, activities, etc.
****************** did not pay his maintenance fees until April 15th. From December 1st to April 15th his account accrued $178.62 in late fees and interest and a $175 lien fee. We uphold these late fee and lien fee charges due to ****************** being more than 130 days delinquent on his 2024 maintenance fee obligation.

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