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:03/22/2024

  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.

  I made a reservation at this resort for 3/20/2024- 3/22/2024. The price in total showing in my reservation was for $380 with a 100$ incidental charge that is suppose to be refunded at the end of the stay. My card was charged that night upon check in for ******. Upon check out they then charged the card on file for additonal 717. 74 stating that they made a mistake on the fees. Would we have know they were going to up charge we wouldve found a different place to stay. All we want is for them to honor their original price. We have no problems paying the ******.. I called customer service who said it would be adjusted just to get a call back from management that came up with another excuse on the higher charge and when I said that was fraud they couldnt do that they hung up in my face.

  Business Response

  Date: 04/03/2024

  This guest secured a discounted Explorer Associate rate, but the form they provided was expired. The guest then provided a Explorer Friends and Family discount form, so we adjusted the nightly rate to match the form provided. Both the associate and friends and family rates are a privilege, and any inappropriate conduct or behavior could result in the associates loss of the room discount privilege.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21474801
  
  I am rejecting this response because: The response does not accurately describe how the check-in process happened during this stay. Upon check-in I learned my form was expired. It expired on 3/19. The employee at the encounter informed me that it was no problem and I can just email the new form once I received it and proceeded to check me in. I provided the EXACT same form via email with new eligible dates. If the rate was going to be changed the employee who checked me in should have informed me during check in. Nonetheless, if the rate was going to be changed the manager could have told me the next day. This hotel seems to be professionals at the old bait & switch tactics when advertising rates online. The right thing to do was not done by the manager. He offered me a lower rate after they charged our card the maximum rate. Thats totally unacceptable and fraudulent. And for them to add in the response something about privilege and behavior is extremely misleading and confusing. Not sure why that was included. Nonetheless, the manager was rude and hung up on me several times when I stated my position and told me just take it up with your card provider
  
  Sincerely,
  
  ************************

  Business Response

  Date: 04/16/2024

  The reservation was secured using the associate rate discount code, but the form we received was not for the associate rate. The form we received was for the friends and family rate. Therefore, we adjusted the nightly rate to the rate the form showed the guest was eligible for.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21474801
  
  I am rejecting this response because: As the person responding from the Marriott stated in the beginning I provided a form that was expired upon check in. However I was still allowed to check in under the rate advertised as long as provided an updated form via email. If the rate was incorrect I should have been informed by the Customer Service representative or Manager on Duty. Instead I was tricked and manipulated into checking in on the rate advertised but then it switched upon check out. This is a simple bait & switch tactic used to scam consumers out of extra money. Its bad business and this is the poorest Marriott customer service I have ever experienced in 20 years. This must be a private owned venture thats allowed to flaunt the Marriott flag. This cant be real. ************* would never scam customers smh
  
  Sincerely,
  
  Jervard ********

• Initial Complaint

  Date:03/21/2024

  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 ********* am writing to formally lodge a complaint against Marriott Vacations Worldwide regarding their handling of my concerns regarding my Sheraton Flex ownership package. Despite providing detailed explanations of the issues I am facing, Marriott Vacations Worldwides response failed to adequately address my concerns.My family and I purchased a Sheraton Vistana timeshare in January 2023 following a high-pressure sales presentation during our vacation in *******, *******. We were led to believe that the points we acquired held the same value as Marritts, to which we have an affiliation through a credit card membership. However, subsequent examination revealed that our points were less versatile than initially implied. The sales presentation heavily emphasized Marriott properties and overseas transfer programs, neglecting to inform us about available Sheraton resorts. Firstly, the response provided by Marriott Vacations Worldwide merely reiterated the details of our purchase, which I am already aware of. While I appreciate the clarification, it fails to address the core issues raised in my initial complaint.Secondly, the response emphasizes the benefits of Sheraton Flex ownership, which I do not dispute. However, my dissatisfaction arises from the lack of flexibility in the exit options provided. Despite expressing my desire to exit the ownership, Marriott Vacations Worldwide has not offered any viable solutions apart from requiring full loan repayment or risking potential foreclosure. This inflexible approach demonstrates a lack of empathy and understanding of the situation we are facing.Furthermore, the response disregards the financial burden imposed by high-interest loan terms, significantly impacting my ability to fulfill my obligations as a timeshare owner. Rather than offering meaningful assistance or alternative solutions, the response reiterates contractual obligations without proposing practical resolutions.As a consumer, I anticipated Marriott Vacations Worldwide to address my concerns empathetically and provide feasible solutions to alleviate our financial strain. However, the response received underscores the companys disregard for customer satisfaction and prioritization of upholding contractual obligations at the expense of customer well-being.In conclusion, I am deeply disappointed by the unsatisfactory response from Marriott Vacations Worldwide and urge the Better Business Bureau to intervene and facilitate a fair and equitable resolution for both parties.Sincerely,****** and *****************************

  Business Response

  Date: 06/06/2024

  Our records reflect that ******************** entered into a purchase agreement for ****** StarOptions in the Sheraton Flex Program on August 30, 2021.  We regret ************************ feedback about being pressured into this purchase; however, there is not lucid evidence that supports his claim.  Furthermore, ******************** was provided with a 10-day cooling off period during which time he could have cancelled for any reason.  The rescission period is noted in bold, conspicuous font just above the signature line of every sales contract.

  ******************** can redeem his Sheraton Flex Points at several ********************** resorts up to 12 months prior to arrival.  At 8 months prior to arrival he can request reservations at other ******** and Westin Vacation ownership resorts that do not fall under the Sheraton Flex Program.  ******************** also has the ability to elect his Sheraton Flex Points to ABOUND Club points.  This is an annual election option that must be arranged annually through ***** Services or on the owners website.  ABOUND Club points can be used for a variety of vacation experiences all around the world, including access to more than 60 Marriott ************* resorts.

  We are sorry to hear that the financial obligations that coincide with ************************ ownership have become a strain.  Unfortunately, our organization does not offer any sort of a financial hardship assistance program.  In order to relinquish ownership of his Sheraton Flex Points ******************** would have to sell his ownership interests to another individual and satisfy his mortgage and maintenance fee commitments. 

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21465320
  
  I am rejecting this response because:
  

  My concerns have not been resolved and Marriott Vacations Worldwide continues to avoid addressing the fundamental issue of their high-pressure and unfair sales practices. The 90 minute required presentation lasted much longer than the stated time and the information shared during the presentation was entirely misleading as the details disclosed during the session were false and inaccurate. If matters are left unresolved I will take action by escalating this issue to appropriate government authorities, in particular the state Attorney General, ***********************.

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

  Business Response

  Date: 06/17/2024

  Again, ******************** has provided our organization with no evidence that he was pressured or misled throughout the sales process.  All sales previews are scheduled to last a minimum of 90 minutes.  However, additional time is required for guests who make the decision to purchase into the vacation ownership program.  Additional time is required to prepare a sales contract and to review all of the program disclosures and financial documents related to the transaction.

  After reviewing his concerns, I must respectfully decline ************************ request to terminate his contract with our organization.    

• Initial Complaint

  Date:03/19/2024

  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 essence, the vacation plan we purchased significantly deviates from the promises made during the sales presentation. The sales pitch was replete with inaccuracies, misrepresentations, and deceptive practices. While a buyer's remorse policy was discussed, the fundamental issue arises from the lack of access to account details until after the policy expiration. Subsequently, upon review, it became evident that the purchased package does not align with the initial representations. Despite efforts to rectify the situation by requesting cancellation, we were informed that it was beyond the permissible timeframe.For further elaboration, please refer to the attached letter.********************************

  Business Response

  Date: 04/04/2024

  Mr. and *********************** entered into an agreement to purchase ***** Club Points in the Marriott ************* program on December 14, 2023.  This transaction closed on December 28, 2023.  While we regret that ********************** is reconsidering his purchase, we have been provided with no legitimate reason to repurchase his ownership interests.  Mr. and *********************** received complete information about the program including the reservation procedures, financial disclosures and a thorough ***************** Checklist.  All of these documents were signed and dated by ********************** affirming his understanding of the program details, terms and conditions.  

  The Club Points that ********************** purchased are considered to be a form of deeded real-estate.  For that reason, it is not possible to simply cancel the transaction once the closing has occurred.  In order to relinquish ownership of his Club Points ********************** would need to list them for sale on the open market.  The process is no different than selling a home or condominium.  

  We do hope that ********************** reconsiders using his Club Points for their intended purpose.  He currently has a balance of ***** Club Points that can be redeemed for reservations at one of our world-class vacation ownership resorts, or through our travel partners.  To get started ********************** may contact our ********************* at ************.  ***** Services hours of operations are Monday through Friday from 9am to 8pm eastern and Saturday from 9am to 5pm.

• Initial Complaint

  Date:03/19/2024

  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.

  BBB,I am addressing Marriott ************* regarding the lack of handicap accessibility at my timeshare, among other issues. During our visit to ******** in ****, I encountered difficulties with the wheelchair ramp, which had gated access to the beach trail. The gate was occasionally faulty, requiring assistance for access. Other stair accesses lacked gates, causing inconvenience and frustration. These barriers seemed illogical and left me dissatisfied.Over the past few years, I have faced multiple medical challenges, exacerbating my existing condition as a wheelchair user. Recent procedures such as cytopathic surgery and the implantation of a deep brain stimulator to manage essential tremors, coupled with a car accident resulting in a torn rotator cuff, have significantly impacted my mobility. Driving has become impractical due to these limitations, and flying poses new challenges, making the timeshare pointless.I seek assistance from BBB to explore options for relief from this timeshare agreement.

  Business Response

  Date: 03/29/2024

  I am sorry to hear of the recent medical challenges. I understand the request to relinquish ownership and suggest contacting our **** Services team. They are in place to assist owners with learning more about the options available to them based on their specific ownership type. To learn more about this team, please visit their website at *********************************************************************, feel free to email them directly at ********************** for more information. 

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21456997
  
  I am rejecting this response because:
  I will be contacting the **** Services team as their reply stated. I would like to keep this case open until this complaint is resolved. 
  Sincerely,
  
  *************************

  Business Response

  Date: 04/09/2024

  I understand from this owner's previous communication that they will be contacting the **** Services team for more information on the options available to them. I also understand the owner would like to keep this case open, but please note that it's the BBB's decision on when the case is closed.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21456997
  
  I am rejecting this response because:
  I am waiting to hear back from exit services.
  Sincerely,
  
  *************************

  Business Response

  Date: 05/01/2024

  I understand from the guests' comments that they are working with the **** Services team, but they rejected our response to keep the BBB case open while they continue to correspond with them.

• Initial Complaint

  Date:03/19/2024

  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.

  On Tuesday, March 12, 2024, I suffered a fall in the foyer of my villa due to water covering the entire floor. This water accumulation was a direct result of the construction workers power washing the building and villa doors, and the water somehow ended up coming under the door and flooding my foyer. I don't even know if it was water, as it had a bleach smell to it as well. Despite immediately notifying your staff of the incident, and being assured that a member from facilities would attend to the matter, no assistance was provided. Consequently, I not only endured physical pain but also missed a full day at the healthcare conference I had traveled to ******* to attend. I also had to clean this up myself using the bath towels because no one ever bothered to show up to assist from your staff. I reached out again on Thursday, March 21, 2024, to file a formal complaint. While I was finally able to speak with a manager on duty, I was dismayed to learn that there was no record of my previous fall. Despite assurances that action would be taken, including the filing of a security report, no further follow-up or resolution was provided and no security team showed up, as the manager on duty stated. This lack of accountability and disregard for my well-being is wholly unacceptable. During a previous visit in January of this year, I had to raise concerns about the safety of my accommodations due to the lack of a ******** or bars on the balcony of a villa on the 5th floor, as well as scaffolding present due to ongoing construction. It is deeply concerning to see a pattern of negligence and disregard for guest safety and comfort persisting at your property.In total, I spent $2000 for this trip, only to be injured, exposed to toxins, and subjected to substandard accommodations and incompetent staff. I refuse to tolerate such treatment and demand that immediate action be taken to rectify these issues.

  Business Response

  Date: 04/25/2024

  We are very sorry to hear of ****************** unfavorable experience and would very much like to assist her.  Please provide the full telephone number and information surrounding the resort that her incident occurred.

  Business Response

  Date: 04/26/2024

  We are sorry to hear of the guest's experience and have contacted resort leadership on her behalf.  In follow-up to the guest's request for reimbursement of stay costs, ************** may anticipate further contact from the resort insurance carrier to discuss any claim they wish to submit.

• Initial Complaint

  Date:03/18/2024

  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.

  July 17, 2023 ************ ***************** 160 Spring ********************* ***** ************ To Whom it may concern,In April/May 2018, we were on an anniversary trip. We were ending our trip in **********. We checked into a ************* and asked the front desk clerk about things to do while in town. He referred us to the conciegre service desk. The concierge told us if we go listen to this Marriot presentation for an hour we can get a $100 gift card. We agreed to go listen the next day.The next day we went to the presentation. There we met *********************. He told us all the great places we could visit through Marriott ************** He asked about places we wanted to visit and he showed us how with just ***** points we could visit those places and more over the next couple of years. He told us that his grandmother was a member and she would let him us some of her points to go places. He even said the one thing he wanted to inherit from his grandmother was her Marriott ************* points. He told us how now was the time to buy into Marriott ************* before prices went up since they were about to aquire some new properties and the prices would be going up.I asked what to do if you could use the points for the year. He explained how you could push some point to the next year or borrow points from the next year. He told us that you could only push unused points out one year. If still unused they were lost. He also said that people will use their points to buy a trip and than sell that trip to someone else. He claimed that his grandmother paid for some of her membership by sell trips purchased with her points.After a few hours of this we were interested but wanted to take some time and think about it before making a decision. That's when he went into hard sale mode. He told us that if we purchased before we left the office we would get bonus points equal to the points we purchased. When we still hesitated we were told if we didn't make the decision before we left the office that prices would surely go up and the bonus points would be gone. All the great places we could visit through the Club and the ease of booking made it sound so good we gave in to the pressure and made the purchase. We purchase ***** points which put us in the Gold level and were told we would be Gold members for life. We never saw the bonus points. We were also told when we had paid the 1st 18 months of the loan we would receive bonus points again. These never materialized.One of the concessions they agreed to was our points wouldn't start till Jan 1, 2019 as we already had our trips for the rest of 2018 booked. So we didn't even start to look into booking anything till early 2019. That's when I found out that Marriot ************* recommends you book a trip 13 months or more in advance. We tried to book a short trip for that summer and had no luck with availablity where we wanted to go. My wife had several medical procedures that year in preperation for IVF so we didn't have much time for travelling. *************************************************** March. Than COVID made its appearance and lock downs started. So, no travel the rest of 2020 and 2021. We tried to book a few time in 2022 and early 2023, again with no luck for where we wanted to go. All this time we're making loan payments and paying maintenance fees. The first time we received the bill for maintenance fees we were shocked at the cost and it goes up every year. The sales person had vaguely mentioned maintenance fews but didn't go into specifics. During this time I tried to contact Marriott ************* to see if I could sell back my points. My calls were not answered or returned. I also tried emailling them asking about selling my points and got no response.We were mislead about many aspects of Marriott ************* by the sales person. It is a huge financial burden on us and we no longer want to be associated with Marriott ************** We would like be be released from this contract, since we can't sell it back.Sincerely,

  Customer Answer

  Date: 03/28/2024

  I missed the date to return the Authorization form. Can I reopen this complaint?

  Thanks,

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

  Business Response

  Date: 04/29/2024

  We apologize for Mr. and Mrs. ******* dissatisfaction surrounding their ownership purchase in May 2018 but appreciate the opportunity to respond to their concerns.
  
  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 40 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.
  
  The Marriott ************* Destinations Exchange Program has been designed to provide a flexible,easy-to-use, points-based enhancement for vacation ownership travel. Benefits of the program include a choice of Marriott ************* Resorts, check-in any day of the week, any season of the year, single-night to a multi-week vacation,and accommodation size from a studio to a 3-bedroom townhouse. 
  Owners may schedule vacations using one of four exciting vacation options including the Explorer Collection, banking points from your current years balance to be used next year, borrowing points from the next year's balance to add to your current year, or using points for reservations. Owners can elect to
  call a Vacation Ownership Advisor or visit the owners website.
  
  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 determine if they wish to continue with the purchase.
  
  Additionally, the purchase agreement reflects a signed agreement that the salespersons representing the seller in connection with the contract, do not have authority to make any statements, promises, or representations in conflict with or in addition to the information contained in the contract.
  The ***************** Checklist conveys and further acknowledges that the contract for purchase and Marriott ************* Destinations documents contain all the terms and conditions of the Marriott ************* Destinations program.
  
  In review of the owner's account, we reflect the issuance of a loan promotion that provided the owners with a deposit of ***** points that were posted on December 17, 2019 (expiring on December 16, 2021).  Usage history reflects a banking of the owners 2019 club points to their 2020 use year on September 7, 2019.
  
  Usage options include reserving at 90+ Marriott ************* resorts, conversion to Marriott Bonvoy points, assignment of points to *********************** along with choices of *************** and more.  It is truly disheartening to find that prior use year usage has expired without use. The owners currently have ***** points available (expiring on June 30,2024), which they may utilize as previously noted (in accordance with the terms of use).

  Although we are unable to restore expired points, we are agreeable to extend ***** Marriott ************* hold points that would be eligible for use until December 31, 2024, at an available Marriott ************* (***) resort.  The *** only hold points will be posted within 5 to 7 business days.
  

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

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21448261
  
  I am rejecting this response because: The proposal fails to address the problem of eliminating this increasingly oppressive burden each year. Marriott has declined to repurchase the timeshare and presented me with two alternatives: sell via a third-party website or cease payments. It appears I must choose one of these options.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/28/2024

  Although we regret the owners continued dissatisfaction, we are unable to disregard the contract terms, which include a loan obligation. While there is an active loan on the account, the owner of record may not be changed, either by third-party sale or deed-back of the interest.
  
  If an account is over 120 days past due, it is placed in default status, and the foreclosure process begins.  As part of this foreclosure process, Financial Servies may offer the opportunity to sign a deed in lieu of foreclosure.  Acceptance or decline of this offer is the complete decision of the owner(s) listed on the account.  If the offer is declined or the requested documents are not returned by the due date, the foreclosure process will continue accordingly.
  
  It is certainly our desire for the owner to utilize their vacation ownership.  Again, our sincere apologies for the owners dissatisfaction with their purchase.

• Initial Complaint

  Date:03/13/2024

  Type:Sales and Advertising 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.

  In 2003 my husband was diagnosed with stage 3 squamous cell cancer and has a radical neck dissection and had to receive radiation and a feeding tube to survive. Since all his treatments, he has developed many issues which is still ongoing. In 2022 he had heart issues all related to his treatments. We had a trip planned to ***** not realizing this was going to happen and we had to cancel. Before the trip, covid had hit everywhere and due to not using the timeshare the only thing that Marriott had to offer was travel insurance. No discount on maintenance fees or accommodation. Very discouraging when we tried to make an insurance claim airfare wasnt covered, (lost that) and we lost the whole trip.In 2022 we returned to the Marriott and once again the phone started ringing all kinds of offers flowing in. We went on another presentation and due to my husbands health not being able to do much traveling. They mentioned they would buy back the timeshare at any time, however that was a lie. At the time we didnt know any better and they convinced us to sell back our week and we were pressured by many sales representatives. Our original representative was **************. She told us we would get ***** thousand dollars for the week. We fell for her high pressure pitch and were now into a ****** mortgage.I had tried over and over once we got home to get in touch with our sales representative ******* about the sale. Our payment they owe us, and why we had no contract on the zip drive. Her mailbox was always filled. I got her on her cell phone she was off and promised to call me once she goes back to her office. Never once did I receive a return call. The maintenance fees are through the roof. My husband is now diagnosed with Parkinsons. He had surgery in December, so we will not be able to travel for a while. We will be staying close to home so my husband can recover. The last thing we want to worry about is our Marriott timeshare.

  Business Response

  Date: 05/03/2024

  Our organization has already addressed this matter through the ************************* for the State of ******** in January of this year.  A copy of our reply letter is attached.    

  Customer Answer

  Date: 05/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have attached the signed document.
  
  Sincerely,
  
  ******* & *****************************************************************

• Initial Complaint

  Date:03/12/2024

  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 June 2022, with continued efforts and contract since then through present. I contracted for a timeshare, agreed and executed contract and loan documents including promissory note. Following the execution event I was informed they required a death certificate and proof of estate for my deceased husband (which I then went and obtained and provided to them) at which point they presented me with a new contract with an increased purchase amount and attempted to have me execute the new agreement despite already having executed an been in contract already.

  Customer Answer

  Date: 03/20/2024

  Why was my complaint denied....?

    Duplicate complaint - never filed another complaint about this
    Consumer did not provide sufficient information. - Happy to provide more information
    Complaint contained inappropriate language.- what was the inappropriate language 
    Complaint was illegible. - illegible? It was typed 
    Consumer failed to provide necessary clarification. - what clarification was needed that wasn't submitted
    Complaint filed against wrong company. - How so? who/what is the proper company?

  Business Response

  Date: 06/06/2024

  Our organization has already addressed this matter involving ************************* through New York State Consumer Protection.  Our stance on this matter has not changed.  

  On June 22, 2022, *********************************** entered into an agreement to purchase a two-bedroom week at Marriotts **************** AB*5113/32 during the gold season. The purchase price was $34,200.  At that time our organization was offering a trade-in program whereby under certain conditions we would agree to accept a previously owned Marriott ************* week from the owner and in turn apply the monies that they originally paid for that week as a deposit towards the new purchase. 
  
  ************************ owns a week at Marriotts Royal Palm week RO*4267/36 and paid $6,850 initially for the week when she acquired it with her late husband in 1989.  This is the ownership interest that *********************** intended to trade in.  Ms. *********** deceased ex-husband was still on the deed for this ownership interest, so our organization was unable to complete the buyback process for this trade-in transaction.  Our sales department advised ************************ of the steps that she had to complete with re-deeding her Royal Palms ownership interest to proceed with the trade-in transaction.  She had to go through a process to get the proof of death certificate. However, since ************************* was divorced before her ex-husband's passing additional steps were required to prove that she was supposed to be the sole owner of the Royal Palms week when they divorced. ******************* could not present the required documents within **************************************** ******
  
  In an effort to work with ************************, the sales department delayed her closing multiple times, but after 12 months of no progress, the contract had to be defaulted.  At that point, the company refunded Ms. *********** deposit that was made on the purchase of the Aruba week.
  The inventory AB*5113/32 was therefore released on June 13, 2023, and ************************ no longer had any obligations to this transaction.
  
  A couple of months later, on August 16, 2023, ************************ contacted our Aruba Sales gallery again to inform us that she was still interested in the purchase and had finalized the documents of her deceased ex-husband. The Royal Palm week was now in her name solely.
  In the meantime, the price of an Aruba gold season week had increased from the previous year. Our sales department advised ************************ of the increase and made a new purchase agreement for a different week AB*5661/46 with the new price of $36,900.  ************************ agreed to move forward with the second transaction.
  
  The issue surrounding this new price began when ************************ pointed out that her monthly payment was much higher than the original monthly payment on the previous 2022 transaction. At that time our Aruba sales department realized that on her purchase in 2022, the credit of her Royal Palm week was noted twice, providing her with $13,200 trade-in value for her Royal Palms week instead of $6,850.  When this was discovered ***********, Director of Sales met with ************************* and explained to her that we cannot credit her double the trade-in value of her Royal Palms week.  However, as a gesture of goodwill, ****** sought out the necessary approval to honor the 2022 sales price of the Aruba week she was purchasing,reducing the cost from $36,900 to $34,900.  Since then, ****** has contacted ************************ several times by phone, leaving her numerous messages.  ************************ has not returned ******* calls.  Since *********************** never replied or got back to the Aruba sales department on how she would like to proceed, the contract that was in Hold status was canceled on September 25, 2023.

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21423721
  
  I am rejecting this response because: There was a closing held, loan documents were signed and executed. It wasn't until after the closing that we were informed that estate paperwork needed to be submitted to them. we submitted the paperwork they required and were provided new contract to execute. 

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

  Business Response

  Date: 06/12/2024

  No such closing occurred for either of the **************** weeks that were held for *************************.  A fair resolution was offered by the organization by honoring the original purchase price of an **************** week, however, we will not agree to credit ************************* for double the trade-in value of her Royal Palms week.  

• Initial Complaint

  Date:03/08/2024

  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.

  On 20 December 2023, I purchased what was presented as a vacation club that is a "cash-flowing real estate opportunity", which included club points and access to getaways/"cheap weeks" through *********************** We were told that both could be sold as a means to cover club costs and to generate revenue--this is not only not true, but it is an explicit violation of ********************** policies. The fact that the opportunity was presented as deeded, cash-flowing real estate is the only reason for my commitment. I was also told that I would begin to get documents in about 14 days and to date I have received zero documents.As a veteran, I found it deeply disturbing that ********, which is a brand that I have utilized for years, would pull this on a veteran. Part of my commitment is due to the long-standing relationship and trust that I have built with ******** over the better part of a decade.

  Business Response

  Date: 03/06/2025

  Our records reflect that Mr. ****** purchased ****** StarOptions in the Sheraton Flex program on December 20, 2023.  Our sales executives do not present the program as any sort of investment opportunity, but rather an investment in quality vacation experiences at our world-class resorts.  With that said, owners do have the ability to rent out their reservations in accordance with the reservation procedures.

  Mr. ****** is no longer an owner.  He relinquished ownership of his interests via a Deed in Lieu of Foreclosure that was recorded on October 4, 2024.  

• Initial Complaint

  Date:03/08/2024

  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 *****************, a Sheraton owner for over 20 years, along with my wife, *********************. Our ownership experience has been consistently frustrating and disappointing, marked by inflated and unreasonable expenses. Attempts to use our ownership shares for vacations faced timing and availability issues, exacerbated by a cumbersome check-in process and persistent redirections to attend Owners Update Meetings.Compelled to attend a meeting on 9/03/2023 due to Marriott's acquisition of Sheraton, we were dismayed to learn of a significant devaluation of our points and shares, necessitating an upgrade. The pressure to upgrade intensified with a limited-time promotion promising substantial savings, extra reward points, and upgraded card benefits. The meeting, lasting over three hours, lacked transparency about Sheraton Flex's maintenance fees.Post-meeting, I regretted the upgrade upon realizing the misleading promises. Despite a cancellation request on 9/5/23, ******************************* delayed response, citing personal reasons, led to futile attempts for clarification during a 9/24/2023 meeting. Recognizing the declining value of my shares, I initiated a successful chargeback in October 2023.Efforts to communicate with Sheraton/Marriott and **************** proved unproductive, exposing a lack of transparency and professionalism. Despite two decades of loyalty, the upgrade misinformation and declining share value left me feeling betrayed.I appeal to honor my 9/05/2023 cancellation request within the grace ******* acknowledging coercion into an unfavorable contract and untruthful responses. Allow me to address the losses independently from the previous contract.

  Business Response

  Date: 06/06/2024

  We are sorry to receive this complaint from ************** as he has been an owner for more than 5 years.  Our records reflect that ************** has already been in contact with *********************************** from our corporate Customer Advocacy office.  ******* research the concerns expressed within ****************** complaint about rescinding his last purchase of Sheraton Flex Points and found that ************** did not submit a written notice rescission as specified within his purchase agreement. 

  ************** has the ability to redeem his StarOptions through the Sheraton Flex Program to request stays up to 12 months in advance.  Reservation requests are subject to availability and honored on a first come, first served basis.  A brief review of ****************** reservation history shows that he has successfully utilized his newly acquired StarOptions for stays at ******** Vistana Villages this year, he has also elected some of his ownership interests to ABOUND Club Points.

  At this juncture we may only reiterate that there is no clear evidence of malice or wrongdoing that warrants repurchasing ****************** ownership interests in the Sheraton Flex Program.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21405841
  
  I am rejecting this response because I reached out to cancel with the representative that helped me VIA TEXT as seen in the attachments. I reached out and asked him to cancel- but he did not respond until AFTER the rescission period. Had he reached out, he should have told me how to rescind the contract. He is the expert. NOT ME. Because of your representative- I am being punished. I reached out within the correct time period, and your rep did not respond. He was supposed to act as our Personal Coordinator should we need help. Where is his responsibilities in this? Yes, I have been an owner for many years, and have paid into the timeshare. It shows that I am clearly invested as a timeshare owner. However, due to this misleading action; I am trying to make things right. 

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

  Business Response

  Date: 06/17/2024

  The purchase agreement has very specific instructions for cancelling during the 10-day rescission period.  The disclosure states that cancellation requests must be sent in writing to the address provided within the purchase agreement.  Text communication is not a valid method for cancelling a deeded real-estate transaction.