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

• 

  Marriott Vacations Worldwide

  500 East Fairway lane Galloway, NJ 08205

• 

  Marriott Vacations Worldwide

  33 W 37th St New York, NY 10018-6201

• 

  Marriott Vacation Club International

  1401 Lee Hwy Arlington, VA 22209-1201

• 

  Marriott Vacation Club International

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

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:04/15/2024

  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.

  Original purchase was Spring 2022. Part of purchase was sale of original deeded week. Explained as they would contact me. Afterward it was otherwise I had to contact sales once my purchase finalized. Jan on 2023 all of my vacation weeks and points were frozen due to unpaid bills. It took multiple calls just to get my contact info for this 3rd purchase correct. I setup a payment plan but could not get anything in writing. ******** calls but everything is ok. Took until august before I got it paid up. Then find out that I cannot sell week. Contacted owner services in Dec about selling deeded week but no buy back currently. Contacted owner services again that I cannot afford these vacations anymore. I was offered advice that they cannot do anything until I am 4 months past due then they can offer deed in lieu. No reply to email for clarification. Called but could not get it in writing. Weekly if not 2 calls per week about payments due. Explained situation on most calls I was able to answer while at work. Most stated that it would be noted on account. April 8 answered another call, explained again. Another call today while at work but there is no note on account that I was waiting for exit services or I was even called. Marriott is charging more and more for weeks vacation dues that I could purchase without the mortgage. They have been stringing me along but not providing and documents and not making notes as they say they are on account. I cannot afford the mortgages or the annual dues since a job change last year and doing e we hat they suggested of being 4 months past due before they can help is causing just as much frustration as not. Exit services doesnt talk with financial services and none talk with owner services. I need to get out of my ownership. I need help. Marriott vacation club was wonderful until this last purchase that has ruined my opinion of them and their customer care, mostly because they couldnt get my contact info right.

  Business Response

  Date: 04/19/2024

  We apologize for Mr. ****** dissatisfaction surrounding his Marriott ************* Trust points purchases of June 20, 2022, and September 29, 2019 but appreciate the opportunity to respond to his concerns. We also acknowledge that the owner has contacted our Customer *************** on two occasions during the last year. The owners purchase history also includes purchases of Trust points on August 12, 2014, and Marriott Harbour Lake on March 21, 2002. We recognize and thank him for his brand loyalty.

  Marriott Vacations Worldwide, **** delivers vacation products and services to over ******* families, providing the opportunity to create memorable vacations at branded vacation ownership resorts. Over the past 30 years, our portfolio has largely been built upon word-of-mouth referrals and existing owner loyalty. We take pride in how we market, sell, and deliver vacation ownership products and services.

  We certainly want to deliver upon owners' expectations, but we must do so in accordance with their purchase terms. The examination of purchase documents reflects the owner's signed agreement to the terms and conditions of his purchase (including loan terms and annual dues obligations). It is the responsibility of the purchaser to take time to review their purchase documents and identify if they wish to continue with the purchase.

  In reviewing the owner's account, we do reflect a past-due status on his two active loans and a past-due status on annual assessments. Once an account has become over 30 days past due on a loan, it is reported to the credit bureau. Marriott Vacations Worldwide, **** adheres to the Fair Credit Reporting Act and reports accurate account information that cannot be altered.
  

  If an account is over 120 days past due, it is placed in default status, and the foreclosure process begins. As part of this default process, ********* Services may offer an owner a deed in lieu of foreclosure." Acceptance or decline of this offer is the complete decision of the owner(s) listed on the account.
  

  Owners with paid-in full accounts (including annual assessments and loans) may contact **** Services and request the exit of their ownership.
  

  While the owner's expressed dissatisfaction is certainly regrettable, there is no evidence to support the cancellation of the contract. 

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21554467
  
  I am rejecting this response because:

  Deed in lieu could possibly be an acceptable result but I have not been able to get anything in writing from Marriott since December.  That is my main reason for the complaint, even their response says deed in lieu may.  How do I know if it will be offered and how do I get it in writing.  That has been my issue with financial services last year; owner services, financial services, and exit services this year since December.  Will I be offered deed in lieu of?
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/13/2024

  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.

  Booked five rooms at Marriott's Cypress Harbour Villas November 2, 2023 for a family reunion from April 3-7, 2024. We requested adjoining rooms on the top floor because the kids and grandkids are located in four different States (**, **, **, and **) and it was ten years since we have all been together in one place. We were led to believe that it would happen and were told to contact them two weeks before the reunion. I did as they required. We were charged $1,298.26 x 5 rooms for a total of $6491.30.We arrived and none of the five rooms were adjoining and on the top floor as requested; three were separated on the second floor a building, one was on the third floor of that same building, and the fifth was in another building on the second floor. When asked why our request wasn't met, the front desk supervisor informed us that "there's a very bad maintenance issue and you don't want to be in that room." The director informed us the next day there "was an A/C problem." We never saw maintenance in any of the rooms on our floor and the reasons don't match. Why were we instructed to call two weeks prior when its obvious they were not going to fulfill our request? Being separated had a huge impact on our ability to interact and we would have chosen another location had we known. My son was provided a brochure to take reunion photos, and he ordered the $225 package. The photographer showed up and would not follow directions then started snapping family photos. There is nothing on the brochure about being charged per person, but when he paid, he was told there were too many people and the charge had doubled to $450. He was stuck with having pictures or not, so he paid. I request a 25% reduction of total to compensate for the effects of not having adjoining rooms, because they had no intention of meeting this and they lied about the reason. I also request a refund of the photography overcharge of $225. ************************************************

  Business Response

  Date: 04/18/2024

  We are very sorry to learn of *********************** disappointment with her recent stay at Marriott's Cypress Harbour.  Cypress Harbour is a vacation ownership resort and none of the 2-bedroom villas are adjoining.  We understand that ******************* made requests to have her villas located in close proximity to one another.  While every effort is made to honor each guests requests, specific villa location requests are never guaranteed.  As previously mentioned, Cypress Harbour is a vacation ownership resort, and individuals hold deeds to the villas there.  Owners are given top priority for villa location requests because they spent a substantial amount of money to purchase into the vacation ownership program.  They also pay annual association dues in tandem with the ************* ownership program.  Villa refurbishment and maintenance work is another valid reason why the front office many have been unable to honor *********************** request.  

  Orlando Resort Photography is a third-party vendor.  We will not consider asking them to refund a portion of *********************** family photography session.  Compensation is not warranted for the reasons mentioned previously.

   

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21570596
  
  I am rejecting this response because: Marriott failed to address any of the allegations and they continue to minimize the damage and reject any responsibility.  We never requested adjoining rooms, we requested THE ROOMS BE LOCATED NEXT TO EACH OTHER.  NONE OF OUR FIVE FAMILY ROOMS WERE ADJOINING.  They continue to lie about the circumstances.  If they weren't responsible for the screwup then why did feel the need to make up a story of maintenance to cover their tracks?  Why did the stories of maintenance from the desk supervisor and the director conflict with each other?  Because they were lying again. 

  In regards to the photography, it is Marriott sanctioned and they again take no responsibility for a subcontractor working on their behalf.   Why is it that other companies can get rooms next to each other but Marriott cannot seem to figure it out?  What was the call in advance for?  They won't answer questions and they won't provide answers.   Do no trust this company and we will never stay at a Marriott again.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/03/2024

  At this juncture we may only reiterate our apology that the front office team at Marriott's Cypress Harbour was not able to honor *********************** request for 5 villas to be located next to one another throughout her stay.  While every effort is made to honor all guest villa location requests, sometimes it is simply not possible due to the number of owners that are inhouse occupying their villas at the resort.  

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21570596
  
  I am rejecting this response because: Marriot apologizes, but what good is an apology without any willingness to improve their process to prevent others from having the same unexpected very negative impact on a very special occasion.  An empty apology is clearly a feeble attempt at appearing to care while accepting no responsibility.  ******* needs to compensate me 25% for their misleading policies, procedures, and responses resulting in their failure to even attempt to fulfill our request.  Marriott apparently does not care about customer satisfaction because their misleading policies will continue without acceptance of failure and willingness to change. 

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

  Customer Answer

  Date: 05/22/2024

  You state in your conclusion that Marriott has addressed the complaint, but what have they done?  They've done nothing but apologize for our so-called inconvenience.  They admit no wrongdoing, they refuse to adjust the bill to compensate for their lies, they don't fess up to the lies we were told by the resort staff, and they continue to claim a picture cost, take them then double the prices when it's time to purchase them.  If we were to call up and make the same request from Marriott--the same thing would happen.   I sent my contacts a warning about Marriott to avoid them at all costs.  I'm disappointed in you BBB--you have made a political decision rather then a just one.   You enabled this company to continue their dishonesty.

   

  Customer Answer

  Date: 05/30/2024

  You state in your conclusion that Marriott has addressed the complaint, but what have they done?  They've done nothing but apologize for our so-called inconvenience.  They admit no wrongdoing, they refuse to adjust the bill to compensate for their lies, they don't fess up to the lies we were told by the resort staff, and they continue to claim a picture cost, take them then double the prices when it's time to purchase them.  If we were to call up and make the same request from Marriott--the same thing would happen.   I sent my contacts a warning about Marriott to avoid them at all costs.  I'm disappointed in you BBB--you have made a political decision rather then a just one.   You enabled this company to continue their dishonesty.

  Business Response

  Date: 05/30/2024

  ************************** is a third-party vendor.  ******************* would have agreed to the pricing and paid when services were rendered.  We will not consider asking them to refund a portion of *********************** family photography session.

• Initial Complaint

  Date:04/12/2024

  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.

  The wrecked screenshot shows an offer for ****** points. The article suggests it at be possible to have thrips matched and staff are not even willing to check with a supervisor. The same holds true for Hyatt vacation club m, which you also own. As of the 24th of this month it will have been 6 months from my last presentation and I would like to tour both. The best way to reach me is via email.

  Customer Answer

  Date: 04/20/2024

  Hello Ms. ******************************* reasons provided are so wide that they are also vague. Can you be specific as to what I am missing and what needs to be amended? Why was I asked to go through the trouble of printing, scanning, and sending the form? Did you not vet the reasons ahead of time? At this time in wish to communicate with your supervisor.

   

  would you be so kind as to provide their contact information? 

  Customer Answer

  Date: 05/20/2024

  Good afternoon *******,

   

  Kindly forgive the delated response. However, I have a twisted ankle and unfortunately have been tending to it. Quite some time ago, I wrote to your office about Marriott Vacations Worldwide. This was related to a separate issue. This one concerns challenges in having agents accept matching offers for promotional offerings. Would you be so kind as to reopen the file? Thank you for your assistance in this matter.

   

  Sincerely,

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

  Business Response

  Date: 06/03/2024

  The telephone number to inquire about a promotional package is ************.  The tour incentive tied to our marketing promotions change by location as costs are incurred by the local sales gallery.  Factors for these offers vary including price, location, size of accommodation, and length of stay.  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21569397
  
  I am rejecting this response because:

   

  the response is limited in scope so as to reflect that they are not forthcoming and willing to be transparente before the BBB.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/05/2024

  Promotional packages do have a limitations, terms and conditions that are upheld at our marketing call center.  For past promotional stays, ******************** has received the appropriate incentive, which should not be compared to other offers because they may be very different.  ******************** has been provided with the telephone number to our promotional package office and he is welcome to call if he has any further questions about future promotional stay offers at our ************* resorts.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21569397
  
  I am rejecting this response because:

   

  The response is not designed to be forthcoming. Rather, it reflects a culture at timeshares to be as tricky as possible and still look good before the public.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/10/2024

  Our organization has provided ******************** with a timely, courteous and professional response.  We consider this matter closed.

• Initial Complaint

  Date:04/11/2024

  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.

  At my stay at the ******************** on march 31-april 4th . I had a somewhat wonderful stay The gentleman who worked at the ticket purchase area - who must be third party - was at best bad at customer service to at worst a racist person who need some sensitivity training. I went to the ******************** to redeem the points I am a member of the *** and I used some of my points to purchase tickets to ****** world. I walked from my resort to the world center. I was told by my concierge that I only needed the confirmation. So he immediately dismisses me just saying to bring the paper. I had a photo of the paper but his shortness and looking around me to call "next" irked me at most. I tried to gain more information for clarity but he just moved on . I leave and come back again - he then says the form is wrong - and he couldnt help me - DISMISSES ME AGAIN ! I now am bothered and gave a ***** no - not a yell or a scream -. He says if I do not leave - he would get security and call the police. I am blown away . As a person of color , I understand that this is no mere threat but a method to get me to leave since I am not worth his (and your companies times). while he walks to the desk to call - I call the local coveirge desk and get her on the phone to talk to him. She ask him questions and then she tells me to leave and she will find someone to help me over the phone. My family is already packed in the car to go to the park at this point. We go to the park and pay out of pocket and decided to use that money for a different park we didnt plan for ...... We come back the next day and NO ISSUES at all - BUT it rains all day the last day we are there. SO we have to move kids around in a wet park or lose the 3000 *** points we redeemed already. I feel like that could have ruined our trip but this is something that needs to be look at . We have thought about seeing our points and getting out of the VACATION CLUB with yall.

  Customer Answer

  Date: 06/06/2024

  I was looking to cancel this - Marriott called me and had the third party resolve the issue 

  Business Response

  Date: 06/07/2024

  We apologize for the delayed response as this complaint appears to have been filed with the BBB on April 11th; however, Marriott Vacations Worldwide did not receive it until June 6th.  Our corporate Customer *************** reviewed the concerns expressed within **************** complaint and immediately contacted our marketing department in *******, ******* as we take such allegations very seriously. 

  It was discovered that the interaction described in **************** complaint was not with a Marriott Vacations Worldwide associate, but rather a third-party attraction ticket vendor stationed in the lobby of the Marriott World Center.  *************************, EVP and Director of Sales for All ***** Services *** spoke with ************ on April 15, 2024 and apologized for the negative interaction.  As a gesture of atonement, ************************* offered ************ 6 complimentary 1-day ****** ***************** passes during a future visit to ********  ************ accepted the gesture, and he is encouraged to contact ************************* to make the theme park ticket arrangements - **************** or ************.  

  Customer Answer

  Date: 06/10/2024

   
  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.  I was looking to cancel this - Marriott called me and had the third party resolve the issue 
  
  Sincerely,
  
  ****** And *******************

• Initial Complaint

  Date:04/02/2024

  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.

  I am writing to you because Marriott never notified us that we had not paid our maintenance fee in 2023 for a week 47 unit 5220 and week 18 E., unit 543 at grand Vista condominiums when I reached out to them this year in 2024 in January because we had not received our maintenance fee bill we were told that our timeshare had been sold . They sent to our old address that they were for closing on our timeshare. I had changed our address back in 2021 when I paid our timeshare for 2022 they never changed it. They did have our correct address and phone number, but proceeded to sell it even though in April 2023. I talked to them to extend our week and they received money that went on my credit card to do that again. They never mentioned anything to me that I had not paid my maintenance fee. we have paid our maintenance fee on time for over 20 years we want our money returned or our weeks back to **. I have also filed with the attorney general. I am going to submit the letter that we sent them so you can see what we have already ask them.

  Business Response

  Date: 05/21/2024

  *************************** from our corporate Customer *************** has already reviewed this matter with ***************** and explained that the foreclosure action is justified.  Contrary to her remarks, ***************** never contact ***** Services to request her residential address be updated.  ***************** submitted her maintenance fee payment a few years ago and noted on the payment slip that her address had changed.  Payments are processed in a payment processing center and ********************* note would not have been seen as the process is all automated.  Unfortunately, it is not possible to reverse foreclosure action.  Respectfully, ***************** has owned these weeks since 2002 and fully understood her maintenance fees are due at the beginning of each calendar year.  Several collection notices were sent to the address of record.

  Business Response

  Date: 05/21/2024

  *************************** from our corporate Customer *************** has already reviewed this matter with ***************** and explained that the foreclosure action is justified.  Contrary to her remarks, ***************** never contact ***** Services to request her residential address be updated.  ***************** submitted her maintenance fee payment a few years ago and noted on the payment slip that her address had changed.  Payments are processed in a payment processing center and ********************* note would not have been seen as the process is all automated.  Unfortunately, it is not possible to reverse foreclosure action.  Respectfully, ***************** has owned these weeks since 2002 and fully understood her maintenance fees are due at the beginning of each calendar year.  Several collection notices were sent to the address of record.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21519600
  
  I am rejecting this response because: after also speaking to others, they also have to prove that I have been notified. The certified letters they would have sent to my old address were all rejected because nobody was there to accept them. They do have my correct phone number and email which they never made any effort to reach out to me by law, the timeshares must prove that they have done every effort to let the person know before they sell it. I had met that I never thought about the maintenance fee and I did not get the bill. It was a mistake, but all they had to do was reach out to me and I wouldve paid it immediately  for my week to be stated or the amount the timeshare is now worth minus their 30% to sell it and also they can take off my maintenance fees is their protocol for selling a week. I made effort which I thought was correct to let them know. I also told them several times when I talk to customer service, it is not OK for them not to try a phone number or an email when they have the correct on file and to sell something that we own without notification 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/30/2024

  At this juncture we may only reiterate that our organization acted in accordance with the program rules.  Several collection notices are attached, these written notices serve as ample evidence that our organization made a good faith effort to notify **************** of her delinquent maintenance fees and that foreclosure action would occur as a result of not bringing her account current.  Our organization has no obligation to email or make phone call collection efforts for delinquent maintenance fee accounts.  We apologize for ******************** continued dissatisfaction: however, the foreclosure action has already taken place and it cannot be reversed.

  Business Response

  Date: 05/30/2024

  Collection notices are attached.

  Customer Answer

  Date: 05/30/2024

  When I click on the link, nothing comes up as to what was the last response from Marriott can you please resend?

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21519600
  
  I am rejecting this response because: This is the second time I got her thing from you when I go into the portal. There is nothing new as an update. I am not sure what you keep sending me.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/10/2024

  At this juncture we may only reiterate that no further action is needed from the organization.  ********************* ownership interests have been revoked via the default foreclosure process.  **************** processed foreclosure action appropriately for this account.

• Initial Complaint

  Date:03/28/2024

  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.

  My wife purchased a vacation package with the resort and we had a good time there. On the day of the checkout, I went to do the checkout with front desk while rest of the family stay in the car. When I checked out , the front desk give me an offer for time share and said I only need to leave my card information for me think about it. The charges today will be 0 and he wrote down the big 0 on the paper and said i would not be charged anything until I call back to confirm I do want the offer. So I put down my wifes initial and signed on the paper and left in a hurry with the family. Later my wife noticed there is a timeshare charge without our confirmation and we called back to Sheraton to discuss it. They pulled out the paper and said the remaining charge will be 0 indicating the total charge will happen on the day of check out. This is total scam and completely different from what I was told.My wife discussed with them back and forth on this matter saying they are doing dishonest sale but they were very rude and would not return the money because my initials and signature on the false statement.

  Business Response

  Date: 03/04/2025

  Our records indicate that ** *** purchased a promotional package valid for a 4 day/3 nights stay at ******** Vistana Villages for $299.  This package was purchased on March 7, 2024, and is valid for travel through September 7, 2025.  The receipt attached to this complaint serves as sufficient evidence of the transaction.  The zero balance clearly indicates that there is no more money due for the package.  In order to plan their vacation stay, ** *** is encouraged to contact our promotional package office at ************.  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 21500469
  
  I am rejecting this response because:

  The promotional offer was completely misleading. We were initially told that there would be no cost before rebooking, making it seem more like signing up for an activity rather than a financial commitment. At no point were we informed that the actual cost was $299.

  The way this promotional package was sold was deceptive, leaving customers unable to complain or request a refund. This is entirely unacceptable.
  While I understand that the hotel has sales targets to meet, tricking customers into purchasing stays under false pretenses, with no option to complain or request a refund, is truly disappointing.

  This is not an isolated incident, as evident from ****** reviews.
  
  
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 03/05/2025

  The $299 purchase price associated with this promotional stay offer was completely transparent to the individual who signed up for the offer, ** ***.  A credit card was provided for the charge and Ms. ***** promotional package is currently available for her to reserve.  

• Initial Complaint

  Date:03/27/2024

  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.

  I have contacted ******* at least twice with formal request for release of contract, as they lied and did not offer buy back your contract at 80-90% of cost as originally told to me at time of signing. The response I received was that I could pay the contract then they would accept it back without paying for it, if I wanted to be released from yearly fees. Also, they lied about ease of booking and availability. I have spent nearly 20 grand on have only received 2 hotel stays through them. I feel they misrepresented themselves, lied about self back, and I have not been able to use this product but have spent a lot of money not using this product. I would like release from my contract and reimbursement for funds paid.

  Business Response

  Date: 04/02/2024

  I am sorry to hear of the concerns securing dates. At the time of purchase, we provided a document titled the ***************** checklist. This document is separate from the contract as we want to ensure it stands out.Within this document there are two sections that are related to the concerns.The first states, I acknowledge that Marriott ************* currently intends to provide a resignation/resale program for ************* Points *****s 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. I always have the right to sell my interest on the open market or through a third-party resale company.
  
  The second section states, I acknowledge that no representations have been made to me by my salesperson or any other representative of Marriott as to investment potential, resale potential, tax consequences, or rental income potential. Both sections are initialed by the purchase and the document was signed showing receipt of and acknowledging an understanding of each section.  
  
  As I previously shared, if this owner would like to sell their interest, they can do so through a third-party or broker. However, I highly recommend visiting the Helpful Tools section of the owner website. This section is dedicated to teaching owners how to maximize what they own. Our ***** Services team is also in place to answer questions and provide helpful advice on securing dates.

• Initial Complaint

  Date:03/25/2024

  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.

  To Whom it May ********** are requesting to terminate our membership with Marriott and provided a refund due to the following reasons:Points were sold as a real estate investment we could easily rent out to earn income.Marriott failed to meet Truth in Lending requirements. They told us the payment was $692/month, but we are charged $698.76/month. They told us wed get bonus points after financing for 18 months. We did not.They said we can easily refinance the loan later for a lower rate. No bank will refinance this loan.Marriott failed to disclose the true nature of the maintenance fee, the annual increases, and the additional hidden fees they tack on.They failed to disclose there is no expiration date.They said we can pass down to our family, but failed to disclose the liability that comes with doing that.Marriott Sales Reps put us through a 6 hour long high-pressured sales presentation, where we felt much anxiety.Sales Reps misrepresented value & ease of using points.We were told point values were fixed and Marriott is not allowed to change point value. This was also misrepresented.They claimed the point value is always increasing, so we could sell our points later to profit. Sales Rep said we could call him anytime for assistance and hed send notices to help guide us with booking best available units, and reselling. He has not once answered us or provided any guidance with booking or reselling.It is difficult to book, and not worth booking for the amount of points required.$51,928 were paid in upfront fees.Please get me out of this and get me a refund of the $5,000 down payment and 12 monthly payments of $698.76. This is $13,385.12 that I have paid and have nothing to show for!

  Business Response

  Date: 04/03/2024

  According to our records, ****************** acquired ***** Club Points in the Marriott ************* program.  His purchased closed on January 1, 2023, with 2024 slated as his first year of usage.  We are sorry to receive feedback about feeling pressured into this transaction.  the actual sales presentation took place nearly a year before the closing, allowing ****************** ample opportunity to submit a formal cancellation request before closing.  ****************** also was informed about the 10-day rescission period from the date of signing the purchase agreement. 

  In response to his allegations about the investment potential of his ownership interests, maintenance fees disclosure and reservation procedures, I have attached ********************** signed and intialed ***************** Checklist.  This checklist contains disclosures that address all of these areas, proving that ****************** did receive all of the information necessary to make an informed purchase decision.

  I have also attached a supplemental disclosure page that ****************** signed agreeing to the $6 loan servicing fee.  This is in addition to his monthly mortgage payment.

  Lastly, I have included the Special Financing Incentive Disclosure page that ****************** signed regarding the additional Club Points offered in tandem with his loan financing.  We have not yet reached the 18 month loan term necessary to qualify for this particular incentive.  

• Initial Complaint

  Date:03/25/2024

  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.

  We have been attempting to resolve directly with Marriott, however they have continued to ignore our complaints and have held us financially hostage and only demand more money. They have expressed that they are not held responsible for the people that represent them and take zero accountability. Our presentation lasted for 3 hours to the point we felt coerced into signing just to leave, however I do take responsibility for that part. The expectations set forth by their team were that it was an investment and something that would continue to grow. Although there were maintenance fees, we could rent out our time to cover and those expenses would never increase. They also expressed that we would never have an issue booking because now that we were owners we get priority. When we did attempt to use our timeshare the resorts were nothing like what was sold to us. They were completely outdated and dirty and oftentimes even the resorts were understaffed and unfriendly. The final straw was when my father had heart surgery, and we were trying to extend our points since we knew of the limitations. They offered zero assistance in the situation and made absolutely no concessions to assist. At this point we just want out, we have them thousands of dollars and received nothing in return.

  Business Response

  Date: 04/26/2024

  We are sorry to hear of the owners concerns with their vacation ownership but are pleased for the opportunity to respond. We also apologize for the unfavorable service experience surrounding their fathers ***** circumstances.
  
  Records reflect that the current Trust point ownership is from purchases made in August 2018 and November 2021.  We also reflect a purchase in November 2023 that was cancelled within the 10-day rescission period.
  
  Marriott Vacations Worldwide, **** delivers vacation products and services to over ******* families, providing the opportunity to create memorable vacations at branded vacation ownership resorts. Our portfolio has largely been built upon word-of-mouth referral and existing owner loyalty, so the owners request for cancellation is disconcerting. 
  
  The usage history over the past six years reflects a wide range of vacation travel experiences.  The Marriott ************* Destinations Exchange Program is designed to provide a flexible, easy-to-use, points-based enhancement for vacation ownership travel. With so many vacation choices, it is disheartening to hear of availability challenges.
  
  In reviewing documents associated with the purchase, we do reflect the owners signed agreement to the terms and conditions, including a cancellation period that allowed 10 days to review the purchase documents.
  
  While the owners expressed dissatisfaction is regrettable, there is no evidence that their purchase was improperly conveyed.

• Initial Complaint

  Date:03/25/2024

  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.

  We are owners who bought a timeshare thru Sheraton which was soon bought out by Marriott. Every year when we check in we are FORCED to go to a owners update which in turn is a sales presentation however they tell us it is a presentation explaining how everything works which is a lie. We converted our options to point because nothing was available checking multiple times for any of the resorts and used the points for 6 night stay at a ******** in ********** vista. With all the money we spent monthly and $3800 in maintenance fee which feel like it isnt used for repairs what are we spending the money on. We used point and payment of roughly $500 to stay at the Sheraton booked thru Bonvoy and were extremely disappointed as we feel the photos and what we encountered in person was way different. My wife is so ****** that what was explained constantly thru the ******** owners update was basically BS lies and that we are getting to the point where we might not want it anymore and is a waste of money.

  Business Response

  Date: 03/29/2024

  First, I am sorry to hear this owner couldnt use the ownership to secure dates. While the resort team may ask guests to attend a presentation, it is not a requirement, and guests can decline the offer.

  There are many different approaches to using ownership and securing dates, so I highly recommend speaking with an owner services associate about how to make the most of ownership. Also, there is a section of the Vistana owner website tiled Ownership 101 thats in place to help owners with using their ownership.

  With the recent introduction of the Abound program, owners have access to an additional 60+ resorts. There is a section of the Marriott ************* owner website titled Helpful Tools which is dedicated to helping owners learn how to maximize their ownership. I again apologize for the challenges in securing dates and again encourage the owner to spend some additional time learning how to make the most out of ownership. 

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21481572
  
  I am rejecting this response because: even though I appreciate the input given that when we check in that no BS owners update that they say will teach you the use of the system is merely a sale presentation and there shouldnt be shutting forced to attend.  Also Im rejecting this response as Ive have read the material, received the emails, watched the videos regarding the usage of the ownership so to assume that myself is unaware how the system works is very disturbing since we have been owners since 2013.  We ran into another owner who has the same issue we had at the resort we were staying at and he was also ******.  The response given was a complete redirection and didnt answer my questions.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/15/2024

  Based on the original message, there was only one question, which asked what the maintenance fees are used for. The maintenance fees owners pay are used for things such as employee fees, upkeep of the resort grounds, upgrading or enhancing villas and amenities, as well as many other things.

  My previous suggestion of learning how to maximize ownership was not meant to be disturbing but rather to be helpful, so I apologize that it was interpreted the way it was. 

  I am again sorry this owner wasn't able to secure the dates of interest. If an owner isn't able to secure dates on the inventory release dates, we suggest going on a waitlist. We also suggest being as flexible as possible with the travel dates, as this will increase the chances of securing the timeframe of interest.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21481572
  
  I am rejecting this response because: Im requesting a discussion over the phone to discuss the issues before finalizing and closing this complaint if possible.
  
  Sincerely,
  
  *********************