Complaints

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

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• 

  Marriott Vacations Worldwide

  P O Box 690549 Orlando, FL 32821

• 

  Vistana Resort

  400 Garden City Plaza, Garden City, NY 11530

• 

  Marriott Vacations Worldwide

  4101 NW 87 Ave. Miami, FL 33178

• 

  Marriott Vacations Worldwide

  7338 Estate Bakkeroe St Thomas, VI 00802-3011

• 

  Marriott Vacations Worldwide

  3200 N Ocean Dr Riviera Beach, FL 33404-3215

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:03/05/2024

  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 the morning of August 20, 2023, we received a call from the front lobby advising us of an opportunity through Marriott. On August 21, we met with the representative who briefly advised us of vacation opportunities, but we would need to meet with a sales representative for 90 minutes and in return, we would receive $200 in vouchers. Our appointment was scheduled for 9AM on August 23 with ***************************************. My husband and I were very clear with the sales representative that we would not purchase a timeshare. The conversation turned to a financial opportunity to travel cost effectively which in turn equated to savings for college. We were then showed the various locations and rooms based on points. ******* boasted as to how easy and affordable it is to secure a room at anytime, anywhere. What he failed to mention is that these properties are available to rent on third party sites for a fraction of the price. Additionally, ******* failed to disclose the additional fees associated with reservations as well as how far in advance reservations. ******* engaged in high pressure tactics to induce us to become Marriott Vacation owners such as offering thousands of points and that if we made 18 monthly payments on the loan, we would accrue 2000 more points. We were told once again that becoming a Marriott Vacation owner was an investment that we could will to our children. We were never told that our children couldnt refuse it. As the meeting continued well past the 90 minutes, our children were getting impatient. The meeting took over three hours. The kids room had a broken TV and our children wanted to leave but we were then offered a $75 voucher to stay. Initially lured by promises of luxurious vacations and exclusive benefits, I now confront the harsh reality of an overwhelming financial burden. The terms and conditions were not transparent, and the pressure to sign left me without the opportunity to fully comprehend the long-term implications.

  Business Response

  Date: 03/18/2024

  First, Im sorry to hear of this guest's concerns. One of the benefits of ownership is having the ability to rent the time owned, as long as its not a part of a commercial business. Therefore, owners do have the ability to rent their time through third-party websites. These owners can set the price as they see fit, but traditionally, its comparable to the rates found on the Marriott website. 
  
  There are no additional financial costs associated with making reservations. The details regarding when a reservation can be made are provided within the purchase documents. 
  
  There are several incentives when purchasing. At the time of this purchase, we offered this guest the incentive of receiving 2000 points for financing through us. 
  
  At the time of purchase, we include a document separate from the purchase agreement titled the ***************** Checklist. Purchasers are required to initial each section of the document, which shows they read and agree to it. One of these sections clearly states that ownership was not portrayed to be a financial investment.
  
  Regarding ownership being transferred to the children of the owner, If their name is not on the deed, they have a choice and do not have to accept taking ownership. 
  

• Initial Complaint

  Date:03/04/2024

  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 want to withdraw from Vistana Sheraton Timeshare for the reasons explained in the grievance letter enclosed.

  Business Response

  Date: 06/04/2024

  We are disappointed to receive this complaint from ****************** as he has been a Vistana owner since 2011 with no documented complaints about the sales process.  ********************** last purchase occurred on November 24, 2021.  At the time ****************** acquired an additional two contracts in the Sheraton Flex Program, each worth ****** StarOptions.

  We respectfully disagree with ********************** allegation that he was pressured into this purchase.  He and *************** willingly entered into the purchase and signed all of the necessary sales documents using both of their names.  In addition, each new purchaser is provided with a 10-day cooling off period during which time they may cancel their purchase for any reason.  The rescission period was disclosed in bold, conspicuous font just above the signature line of ********************** contracts.

  We are very sorry to hear that the maintenance fee obligations have become a financial burden to ******************.  Unfortunately, our organization does not have any sort of financial hardship program and it is not possible to simply cancel their ownership purchase several years later.  ****************** is welcome to sell his ownership interests on the external market for a price that he deems fair and reasonable.

   

   

   

• Initial Complaint

  Date:03/04/2024

  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 October 2022, I used my existing timeshares to stay at the property for a month using the block off option. During my visit every week, I was required to pack up and move to another room.I went round and round with the front desk so I would only move once or let me stay in the smaller lock off space for a month. I was just told I booked this wrong. When I called customer service, they said I should have booked with points and not using my default what I purchased.When I originally purchased, no points existed and was always told that if I didnt travel with the family what a great value the block off option would be and how it would be a benefit to me. I am a diabetic that must use Insulin. I need to keep the Insulin in a cool dry place, taking out of my room and putting in coolers isnt convenient. I also lost any refrigerator items like lunch meat and cheese every week. Having to pack every week, I went back into the rental car because I just couldn't go from one room to another. Sometimes it was 6 hours waiting for a new room. I didnt feel safe leaving all my belongings or going anywhere on the island. I basically lost 4 days on my trip because of this.

  Business Response

  Date: 03/22/2024

  ******************** owns two 2-bedroom ownership weeks at Marriott's ***************.  One benefit of his ownership includes having the ability to lock-off his 2-bedroom villa, occupying the 1-bedroom and living portion for one week, and the guest room portion (which is basically a standard hotel room) the second week.  In reviewing ************************ ********************************************** this order:

  9.2 to 9.9 - 1-bedroom villa

  9.9 to 9.16 - Guest room

  9.16 to 9.23 - Guest room

  9.23 to 9.30 - 1-bedroom villa

  Because his reservations were arranged in the order or 1-bedroom villa, guest room, 1-bedroom villa, ******************** would have been asked to move at least two times after checking in for his initial reservation.  Marriott ************* resorts are managed very different then a standard hotel because the villas are deeded ownership interests.  For this reason, the front desk was unable to modify or change ************************ reservation in order to meet his request to stay in the same accommodation for 4 consecutive weeks.  Also, the programs reservation procedures prohibit owners from making any changes to deeded week reservations within 60 days of arrival.  Lastly, *************** is a sold-out resort, other owners were scheduled to occupy the villas once ************************ weeklong reservation was through.  It would unfair and inappropriate to ask the other arriving parties to alter their reservations to accommodate ************************ request.

  The posted check out time at the end of each reservation is 10:00am and the next check-in time is 4:00pm.  This time is needed in-between reservations for our housekeeping and engineering departments to thoroughly clean, inspect and make any repairs necessary while the accommodation is unoccupied.  As a convenience to our owners, the front office can store perishable items in-between reservations.  

  We apologize for the inconvenience of having to change accommodations throughout his 2022 vacation stay at ***************.  After researching the history of his stay, unfortunately, the moves were unavoidable.  

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21381317
  
  I am rejecting this response because:

  I feel I must reiterate the fact that I have been a member with Marriott since 1998. I have been a faithful customer. I have written you letters explaining my deep concern and discomfort with your company and your response is only to state how I did not know how to use my ownership? 
  You have now after many years provided me with this paramount information in regard to how to use my lock-off 2-bedroom villa. Can you not agree that should have been disclosed at the time of signing the contract? I have reached out on several occasions to ask for help and clarity on how to utilize what I have invested so much of our money into and each time have only been pushed to purchase something more or something else. How is your fix to take more money from me rather than helping your valued owner. You are not helping anything by coercing me into more money out of our pockets. 
  Marriott functions on misleading information, withholding information, and high pressure sales tactics. I am ashamed to be associated with this company. I presume your company will do the right thing and let this go. You have received enough of my money since 1998.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/05/2024

  As explained previously, anytime ******************** locks off his 2-bedroom villas into a 1-bedroom and a studio while booking those four weeks consecutively, moves will be necessary.  For future bookings, ******************** has the option to elect his Maui weeks to ****************** **** Points are much more flexible as they can be used to book any villa type, subject to availability.  If four consecutive weeks are available in the same type of accommodation through the ABOUND **** Points program, then ******************** would not have to change rooms mid-stay.  ***** Services can assist ******************** with his future vacation plans, and they can search availability for him through the ABOUND **** Points program.  Additional purchases are not necessary in order to proceed in this manner.  The deadline to elect his 2026 weeks to **** Points is October 31, 2025, however, ******************** can elect earlier if he wishes to do so.  The telephone number to ***** Services is ************ and their hours of operation are Monday through Friday from 9am to 8pm eastern and on Saturday's from 9am to 5pm.  

• Initial Complaint

  Date:02/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Marriott Platinum Elite Life member was making a reservation via phone for the Marriott *************** using my Chase Marriott *********** credit card. The Marriott reservation agent told me that there was a special Marriott ************* promotion running the if agreed to being transferred to Marriott ************* I would get 20% off my stay in January at the Marriott ***************. I agreed to it completed my 3 night reservation at the Marriott ********* and then was transferred to Marriott *************. The Marriott ************* agent confirmed the 20% promotion if I spent $199 for an introductory visit at the Marriott ************* resort in *********. AT THIS POINT I put my phone in speaker mode so that my wife could hear the details. While talking with the Marriott ************* agent I confirm THREE TIMES that the 20% would apply to my stay at the *************** and that all I needed to do was print out the one page document with a code and present it at check in at the Marriott ***************. When I checked in the ********* refused to honor the document/code stating that it was a future stay. I then talked to the Fromt Desk Manager and he confirmed as well. I reached out to both Marriott and Marriott ************* via email and did not get any response(s). After my stay I disputed with Chase Marriott **** both the Marriott ************* $199.00 charge as well as the Marriott ***** Club Room charges since there was no 20% discount as promised. I provided Chase Marriott **** all the requested documentation for my disputes and after multiple phone calls Marriott refused to refund either charge. I have been a Marriott member for over 20 years, staying at Marriott properties for a close to a thousand nights on top of using my Marriott **** for many years and I felt completely cheated and lied to by Marriott, Marriott ************* and Marriott ****.

  Business Response

  Date: 03/11/2024

  We apologize for the confusion related to the promotional offer. Guests who secure one of our promotional offers do receive a discount of 20% or more off the retail rate. One of the requirements to receive the discount is attending a sales presentation. During the telephone conversation with this guest, we discussed staying at Marriotts Grand Chateau in *********. The offer to stay at this resort is $199 for three nights. The retail rate for three nights is $884. To try to resolve the concerns, we have reached out directly to the guest. 

  Business Response

  Date: 03/13/2024

  We have been in contact with this guest and have come to an agreeable resolution. 

  Customer Answer

  Date: 03/14/2024

   
  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.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:02/16/2024

  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 are seeking assistance in resolving a dispute with the timeshare Vistana. We were initially enticed by a 3 day, 2 night stay at the Sheraton Vistana resort in *******, offered to ** for free after purchasing a one bedroom timeshare in ************. However, the entire trip was just the beginning of a series of high-pressure and fabricated sales presentations. During subsequent visits we were coerced into upgrading after we expressed dissatisfaction with options, availability and flexibility. Regrettably these promises proved further emptiness as we continued to encounter numerous difficulties. Despite our efforts to resolve, we were constantly met with unavailability, leaving us completely unable to use our investment. The entire process has been overwhelming and I do not see the financial viability of continuing the relationship. We have attempted to reach a solution directly with Vistana. We have sent several correspondences, but have been willfully ignored by them. The inability to communicate with them after months had led me to feel the only solution appropriate is a termination.

  Business Response

  Date: 03/06/2025

  Our records indicate that Mr. ********** acquired a week at Sheraton Vistana Villages in October of 2013.  We have not received any complaints from him leading up to now.  Mr. ********** is no longer the owner of this ownership interest, the week was surrendered via the foreclosure process on October 29, 2024.

• Initial Complaint

  Date:02/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our timeshare experience that was sold and what we signed up for with Marriott has been completely different from our actual experience. It began with an exchange of park tickets for a 90 min presentation. We were held there with several high pressure sales people for 5 hours. I almost felt as though we could not leave until we signed something. It wasn't until we attempted to book months later that we started seeing the complete fabrications of the sales pitch. We were sold priority booking and access to thousands of places and we would save money in the long run. We have been unable to book locations we wanted, even when attempting to book a year out. When we were able to book, the quality was vastly different from the models we were shown, and in no way aligned with the expectations they set forth. They sold us a price, but then they continuously change adding fees and miscellaneous charges every month. The biggest issue that we have had is the lack of customer service. We have attempted to reach out time and time again and have consistently been given the runaround or automated bots. We have attempted to resolve directly and most recently we have attempted to cancel. We have been met with harsh responses taking no accountability and a sheer lack of customer service. We are being addressed as a number on a spreadsheet and no one with Marriott is addressing the situation itself. We feel as though a refund is very warranted, however a complete termination would also be acceptable. We have no trust that this relationship can continue and wish assistance in cancellation.

  Customer Answer

  Date: 03/14/2024

  I wanted to follow up with the BBB closing of the case and I am unable to determine the reason. Could you please provide direct reasoning so that I can correct accordingly to submit. I am ultimately looking for a termination of my timeshare, and I have previously attempted communication directly with the timeshare, but I have been ignored. I was looking for the BBB to assist in gaining a response to the situation.

  Customer Answer

  Date: 03/28/2024

  I was inquiring about what information is needed to file a complaint. It shows a listing of options, but I do not feel as though my complaint failed to meet the criteria. Is there anyway that you would be able to provide a direct reasoning so that I may correct. Thank you in advance

  Business Response

  Date: 04/02/2024

  We are disappointed to receive this complaint from ************************ given his tenure as a Marriott ************* owner over the past 5 years.  This is the first complaint that we have received from ************************ regarding past sales experiences.  

  In review of ************************' ownership profile, we see that he acquired ***** Club Points from our Grande Vista sales gallery on June 19, 2019.  Marriott ************* sales executives are trained to provide an informative, professional and low-key overview of the vacation ownership program.  A typical sales preview lasts 90-minutes; however, in the event that a guest decides to purchase at the conclusion of the presentation, additional time is required to go over all of the program disclosures and to generate the purchase agreement.  Each new purchaser is provided with a 10-day rescission period.  The rescission period is disclosed just above the signature block of every new contract in bold, conspicuous font.  If ************************ felt pressured or persuaded to enter into the purchase against his will, then he certainly could have cancelled his purchase during the rescission period.  

  On July 18, 2021, ************************ entered into a second purchase, this time for ***** Club Points.  Thus far, he has had terrific usage of his Club Points, redeeming them for luxury villa stays at several of our world-class resorts such as: Marriott's ***************, Marriott's Grand Chateau and Marriott's **************** just to name a few.  

  The Club Points that ************************ owns are considered to be a form of deeded real-estate.  Unfortunately, it is not possible to simply cancel the ownership contract.  In order to relinquish ownership of his Club Points ************************ would need to list them for sale on the external market for a price that he deems fair and reasonable.  The process is similar to selling a home or any other form of real-estate.  

  Maintenance fees are currently past due.  We encourage ************************ to pay his maintenance fees as soon as possible in order to continue to enjoy the many wonderful travel benefits provided through the vacation ownership program.

   

   

   

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21301034
  
  I am rejecting this response because: the company has taken zero accountability for the complaints that we have presented. They claim that we used our ownership therefore it completely negates our grievances. We were also advised that because it was deeded that we would have the option to give back to the company. There advice to sell on the open market was never mentioned or expressed something we would need to do, but after it was mentioned in response I explored to opportunity because we just want out. I feel now that the advice was done in poor faith, because there is zero value. I see others are attempting to literally give their "ownership" away to rid themselves of this scam. We have taken more than our fair share of accountability in the situation and we are simply requesting the company to the same and allow us to give it back as we were told we could do.
  
  Sincerely,
  
  **************************************

  Business Response

  Date: 04/09/2024

  At this juncture, ************************ has provided no lucid evidence of any misrepresentations occurring at the point of sale during either purchase.  Our organization cannot simply cancel his deeded real-estate purchase.

  Our ************************ does offer a deed back program that is intended for owners who have enjoyed the use of their ownership interests for 20+ years with many, many years of successful usage.  The deed back program involves physically deeding back an ownership interest to the organization.  In order to qualify for the deed back program, an ownership must not have a mortgage or any maintenance fees due.  If ************************ would like to learn more about our deed back program, he is welcome to call **** Services at ************.  Alternatively, ************************ has the option to list his ownership interests for sale on the external market for a price that he deems fair and reasonable.

• Initial Complaint

  Date:02/15/2024

  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.

  While we were on vacation in ************, **. we were approached outside of a restaurant and offered us a ****** package for our family in exchange to attend a 1 hour presentation at Sheraton Broadway Plantations. The presentation started as expected, but shortly turned into a high pressure sales pitch. Various sales representatives attacked us giving us a variety of offers. They stood over us, told us it was a limited time offer, and continued to force numbers in our face. We respectively declined, but they would not take no for an answer. We were held there for over 4 hours until we regrettably signed a contract.The horrors of owning a timeshare quickly became our reality. All of these promises held no merit and Vistana will not stand by the offers presented. We encountered issue after issue when it came to booking and the explanation given was we had to book 8 months in advance, which is not achievable. It was expressed to us that we would have priority booking and our booking worries were a thing of the past. We are unable to book anything we actually desire which has forced us to bank imaginary points which of course incur additional cost. We have attempted to reach a resolution with Vistana directly however they have ignored our correspondence and request. Our only reasonable resolution at this point is a complete termination.

  Business Response

  Date: 04/02/2024

  Dear Ms. ******************************* you for allowing an opportunity to respond to *******************************************' claims regarding a sales experience at Sheraton Broadway Resort, ************, **** While we take such feedback seriously, your correspondence is dated February 15th, and states a response is expected in 14 days, however we did not receive the issue until March 18th in our corporate office.  Therefore, we appreciated the chance to look into this matter on behalf of **************.  

  Our thorough review confirms that while ************** did purchase Sheraton Flex contract ****** on August 21, 2019, she no longer owns that contract, as she used it for an equity upgrade to purchase Westin Flex contract ****** on March 11, 2022.  As she is no longer the owner of the Sheraton Flex purchase, we are unable to address claims regarding the 2019 purchase.  

  That said, although account history reflect that ************** has transacted on the Westin Flex contract for 2024, I offer to assist with any future inquiries regarding the ownership if needed.  

  Thank you again for allowing us to respond.

  Sincerely,

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

  Executive Customer Advocacy Manager

  Marriott Vacations Worldwide

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21298319
  
  I am rejecting this response because: The business is choosing the acknowledge the portion in which are not ultimately pursuing, but were ultimately attempting to give a timeline of the entire transaction. Our Westin Flex contract is the most current situation and what we are ultimately inquiring about obviously. The business is taking zero accountability for their involvement and under their advisement we moved into a Westin Flex, which is what we have been attempting to resolve. We are not looking to terminate with our original, we are looking to terminate with Westin Flex. The company knows this as they. have acknowledged that previously, so to suggest other is in poor taste
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/06/2025

  Our records indicate that Ms. ***** has entered into five separate purchase transactions with our organization beginning in 2001.  She has deeded back two weeks that she formerly owned at ************************, as well as a Sheraton Flex package.  Ms. ***** currently owns two Westin Flex Packages; one is for ****** StarOptions and the other is for ****** StarOptions.  Unfortunately, these ownership interests do not qualify for deed back because of an outstanding mortgage balance.  

  Respectfully, Ms. ***** was not pressured into her Westin Flex purchase.  She had been through the sales process several times before this transaction and was familiar with the program.  In addition, each new purchase contract has a 10-day rescission policy.  ************ regretted her purchase she could have cancelled during the cooling off period.  

  Reservations may be requested through *************** up to 12 months in advance.  Reservations are honored on a first come, first served basis subject to availability.  ************ requires assistance with making a reservation, she is welcome to contact *************** at ************.

   

   

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an owner with Marriott ************* (MVC). This is a timeshare that like all others requires a large initial investment and yearly maintenance fees. I made a reservation on April 25, 2023, for a stay beginning on April 29, 2024, lasting 7 nights. The reservation was for three two-bedroom villas at a Marriott property in *****. One couple in our party had to back out of the trip. I contacted MVC to change the reservation for one of the rooms from a two-bedroom villa to a studio. For your information, a studio is just one half of a two-bedroom villa and the two halves can be locked off. So, all I am doing is asking to cancel a portion of the room. My request was rejected because they say it isn't allowed. When I pressed them on why this isn't allowed, they said that their reservation system is incapable of doing what I asked. They say I would have to cancel the entire villa and then rebook just the studio portion. Given that the resort is booked solid for the next year and that there are usually wait lists, doing what they suggest would essentially be cancelling the room permanently. I asked them to show me where in their policies it states that this isn't allowed. They indicated that it is not expressly stated. I then showed them a snippet from their website that includes an example of doing exactly this. They said that snippet didn't apply as their system is incapable of doing this. So essentially, their posted policies are not supported by their systems and therefore it isn't allowed. I find it ironic that I must suffer because their policies and systems are incompatible.I need the studio portion of the room and not being able to delete the other half will cost me 2000 MVC Points. Ignoring the initial investment, there is an annual maintenance fee that equates to about $0.79/point. So, this is going to cost me $1580.96 to have a room I don't need. Marriott would lose nothing accommodating me as the room would be rebooked within the day.

  Business Response

  Date: 02/26/2024

  Our records reflect that on April 25, 2023 **************** logged on to the owner's website and reserved three 2 bedroom, *********, villas at Marriott's ***************.  This inventory originated from a 2-bedroom week's owner at *************** who chose to elect his ************(s) at the resort in return for club points.  

  The reservation procedures for Marriott's ABOUND program state that all reservations are subject to availability.  Unfortunately, there are no studio accommodations available during the week that **************** is traveling.  **************** is welcome to check on the owner's website for cancellations by another owner, a studio may become available at any point up to a day prior to his scheduled arrival.  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21293853
  
  I am rejecting this response because:

  Marriott is using semantics to justify their position.  There is availability.  It exists within my existing reservation.  I have a two-bedroom villa that consists of two lockable halves.  One side is a one-bedroom villa, the other side is a studio.  I am simply asking that the one-bedroom side of the villa be cancelled.  The real issue here lies in Marriotts scheduling system.  It is not capable of performing the requested action without first cancelling the entire two-bedroom villa.  This fact was shared with me by three different Marriott representatives.  So, to be clear, this is not an availability issue, it is a scheduling system capability issue. 
  

  The example shown on the *** website, is the exact action I am trying to accomplish.  It calls this action a modification, not a reservation, not a cancellation not a combination of the two.  It is a modification of an existing confirmed reservation.  That is what I have,an existing confirmed reservation that I would like to modify.  It does not require the availability of any additional rooms within the Marriott portfolio at this vacation site. 

  If Marriott's scheduling system limitations precludes this request, their policies should be revised to clearly spell out that modifications are not an option, only cancellations will be honored. 

  If in fact, Marriott could honor this request, I would save my points (which I will have to use as resort credit anyways, given that they expire soon) and Marriott would then have availability of a one-bedroom villa that would surely make another owner happy.  Nobody would lose.

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

  Business Response

  Date: 03/07/2024

  A manager from our corporate Customer *************** is currently working with **************** on his request to modify one of his existing reservations at *************** from a two-bedroom villa to a **************** **************** has any further questions or concerns relating to this matter he is encouraged to call our Customer *************** at ************.

  Customer Answer

  Date: 03/20/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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.

  During my paid stay at Marriott ************* ******************** in January 2024 (), I was promised ****** Marriott Bonvoy points for attending a 90-minute timeshare sales presentation. I attended, ultimately did not buy, and Marriott ************* has since been unresponsive to my follow up calls about the unpaid points. I am requesting Marriott ************* credit my Marriott Bonvoy account *********** the points as offered/ agreed.

  Business Response

  Date: 03/05/2024

  We are willing to deposit the Marriott Bonvoy points into this guest account but need to obtain the Marriott Bonvoy number. We have emailed the guest requesting the information and will deposit the points when we receive a response.

  Customer Answer

  Date: 03/07/2024

   
  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.  Promised Bonvoy points were credited to my account 3/6.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2024

  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.

  Had a reservation worth 850 points for 8/11/23 to 8/13/23 to the ****************. I fell ill with COVID and had to cancel my plans the day of our departure. I contacted the resort to let them know I couldnt make it but my points were not returned. I contacted owner services and spoke to a supervisor who told me that I needed to have called them to cancel and that my points couldnt be returned. I have proof of my illness and their system used to require that we have to call a number to cancel. I think this is not fair that not only was i not able to enjoy my planned trip but I am being penalized because "the resort doesnt talk to owner services". I would like my points back. I am attaching discussion with my manager during which I informed her of my illness and canceled plans.

  Business Response

  Date: 03/27/2024

  I am sorry to hear this guest fell ill, and I certainly hope they are feeling better. The cancellation policy since the inception of the program has required guests to cancel at least 24 hours prior to their arrival date. As this guest stated, they called to cancel on the day of arrival. We also understand that unexpected events happen, so we offer travel insurance to ensure guests are protected. However, we cannot return the points lost if the guest didnt purchase the travel insurance. I again hope the guest is feeling better and that they consider purchasing travel insurance to cover their future travels.