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

  101 S Atlantic Blvd Fort Lauderdale, FL 33316-1559

• 

  Marriott Vacations Worldwide

  71 S Ocean Ave Palm Beach Shores, FL 33404-6225

• 

  Marriott Vacations Worldwide

  3200 N Ocean Dr Riviera Beach, FL 33404-3215

• 

  Marriott's Legends Edge at Bay Point

  PO Box 27819 Panama City, FL 32411-7819

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: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.

• Initial Complaint

  Date:02/07/2024

  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 paid a deposit for an option to stay at a marriott vacation club property, over the internet, in January 2023. When I called to reserve a time, there were no reasonable times available (only 2 or 3 options, only within a rolling window within which I couldn't request time off from my job), so I asked the staff to cancel. They said I could only do so by mail, so I sent them a physical request to cancel the trial offer. This whole process took weeks. One year later, they are calling me on my cell phone, trying to get me to sign up for a vacation stay. I tell them to stop calling. They say I'm now on their do-not-call list, but I just got a call again. I never received an acknowledgement that my letter was received. I'm tired of wasting my time on my phone. I've been to ****** since with airbnb and it was a much better deal anyways, and I was able to choose my dates.

  Business Response

  Date: 02/23/2024

  Sent: Friday, February 23, 2024 2:30 PM
  To: *********************
  Subject: MVW Customer Advocacy
  
  Good afternoon ******************,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau about a promotional package that you purchased in January of 2023.
  
  I apologize for the recent phone call you received from our marketing office.  I have informed marketing that this package should be cancelled due to your request from last February.  Our records indicate that your **** card ending in 2791 was refunded in the amount of $199 on February 24, 2023.  Please let me know if you do not see the refund on your end for some reason and I will gladly investigate further with our accounting department.
  
  From this point forward you should not receive any further marketing calls related to the promotional package.  I would appreciate a brief response to this email as I want to make sure that you did receive the refund of your $199 deposit.
  
  Thanks, and I look forward to hearing from you soon.
  
  Kind regards,
  
  
  
  *************************
  Director, Customer Advocacy
  Marriott Vacations Worldwide

• Initial Complaint

  Date:02/01/2024

  Type:Order 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.

  On 1-5-2023, Marriott ************* agreed to accept a "Deed Back" of our owned week timeshare at Marriott Desert Springs Villas ( Week 35). in Palm Desert, CA. The agreement between complainant and Marriott **** Services stated that there would be no costs nor funds returned to the current owner for this contract of the Deed Back.At the same time, Marriott would be listing for sale a second week at the *********** which was week 47. **** services were contacted during the following months for status reports. We heard NOTHING until we came close to the one year period for the sale of week 47. I asked for a status in November and was told that week 47 had been sold. Under the agreement =, Marriott stated that wk 47 would be sold for $8600.00 and we would recover 50%. When I inquired about the Deed Back, I was told by the **** "Manager" that he had cancelled the Deed Back on May 5 2023 because we failed to sign and return the legal documents per that transaction. WE DID NOT RECEIVE ANY LEGAL DOCUMENTS OR FOLLOW-UP NOTICES AND NO NOTICE THAT THE TRANSACTION HAD BEEN CANCELLED. He stated that he sent two follow up requests to us BUT he is unable to supply copies of any of those notices! Meanwhile, we closed on week 47 which sold for $9100.00. We were told that the buyer was taking "possession" in 2025 so we were obligated to pay the maintenance fee for 2024!! We did pay the maintenance fees for 2024 ($1868.51) just so the sale would progress. The final statement from Marriott for recovery on the sold week 47, Marriott reduced the amount recovered by the amount of the maintenance fee plus the property taxes which we paid. Instead of getting 50% of $9100.00, MVC deducted the maintenance fee and the property taxes of $79.42, (which we already paid) from the settlement proceeds. We recovered $2613.26.Now, back to week35 deed back. MVC started the deed back process, again, on 1-25-2024 stating that we agreed to the new transaction which included us paying the maintenance fees for 2023(paid) AND 2024 plus the property taxes for both years. We signed those papers but added that we do. not accept an obligation to pay any of the fees. They refused to accept that premise. So far that "**** without costs or return" has cost us in excess of $3800.00.

  Customer Answer

  Date: 02/01/2024

  I AM 85 years old and NOT very versed in using the computer "doc, docx, etc".   I will forward by email, copies of the checks I have sent to Marriott ************* and verification of the payments that we have made to Riverside County for the property  taxes.   Also, a copy of original email setting forth the Exit program and that there will be no costs nor payments to us as a result of the Deed Back.

  Customer Answer

  Date: 02/01/2024

  We started this negotiation(s) with Marriott ************* for the exit or sale of two different weeks in December of 2022.   It has been a continuous process since and continues to  this date, 2-1-2024.  MVC  did not process the  Deed Back in the first three months of 2023 as they stated they would.  We had no idea what sort of process was needed for that transaction and believed MVC when they said that the legal documents would be sent to us in 90 to 120 days.  I requested status reports and received nothing except a "clipped" email that there were 79 cases ahead of ours.  AGAIN, WE WERE NOT REWARDED WITH THE LEGAL DOCUMENTS AND NO FOLLOW-****  MVC had told us that they had one year from the beginning of the "contract" to sell our week 47.  

  I requested a status in November 2023 because we were coming up to the end of the one year period.  That was the first notice we had that Week 47 had been sold and we needed to pay the maintenance fees ($1868.51) for the year 2024!!   And that the deed back had been cancelled on May 5, 2023 because we had not signed the legal documents.  

  My husband and are both 85yrs old and my husband is not in good health so we are not able to travel any more.  We have no children and , therefore , nobody to leave the timeshares to.  We thoughts this was going to be the best way to dispose of our "weeks". Wrong, wrong,wrong!  Everything that they have done or NOT done was to benefit MVC.  

   

  Business Response

  Date: 02/21/2024

  We have been in contact with the owner and are working with them to resolve the concerns.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21233858
  
  I am rejecting this response because:The business is attempting to conclude the matter by means NOT in compliance with the original agreement which was in writing.
  
  Sincerely,
  
  ****** And *****************************

  Business Response

  Date: 03/04/2024

  We spoke with this guest today. She now understands that we began the process to take back her week in February, as she requested. Based on her response, we are fulfilling her request as she expects. If you would like to confirm with her, you can refer to the call she received from **** on April 3, 2024.

  Business Response

  Date: 03/07/2024

  We spoke with this guest today. She now understands that we began the process to take back her week in February, as she requested. Based on her response, we are fulfilling her request as she expects. If you would like to confirm with her, you can refer to the call she received from **** on April 3, 2024.

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

• Initial Complaint

  Date:01/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  However, it was during the presentation that I began to feel uneasy. The sales representative,while personable, employed tactics that made me feel pressured to make a purchase. Despite my reservations, I decided to proceed with the timeshare acquisition, feeling somewhat coerced into the decision. Regrettably, I soon realized that my investment did not yield the benefits and flexibility I had anticipated.Subsequently, I received another invitation to return to *************** for an additional presentation, accompanied by an additional expense. This time, I was resolute in my decision not to make any further purchases. Unfortunately, this trip was marred by subpar accommodations and service, which starkly contrasted with my previous experiences.I am left with a sense of disillusionment and regret regarding this timeshare purchase. I believe I was misled and provided with inaccurate information, leading to a decision that I now deeply regret. It is with a heavy heart that I express my desire to terminate my involvement in the Marriott ************* timeshare program.

  Business Response

  Date: 02/09/2024

  We are very sorry to receive this complaint from ****************.  In review of ******************** ownership profile, we see that she purchased ***** club points on July 9, 2020.  Up to this point we have not received any complaints from **************** about being pressured or coerced into her purchase.  Marriott ************* sales executives are trained to provide an informative, professional and low-key sales preview that highlights the benefits of the vacation ownership program.  Owners have 10-days after signing their sales contract to cancel the purchase for any reason.  If **************** felt pressured or coerced into purchasing, then she could have cancelled during the rescission period.  

  The club points that **************** owners are considered a form of deeded real-estate.  For that reason, it is not possible to simply cancel ownership of her club points.  In order to relinquish ownership of her club points, **************** would need to sell them on the external market for a price that she deems fair and reasonable. The process is similar to any other type of real-estate transaction.

  Thus far **************** has used her club points for reservations at Marriott's Ocean Watch Vilas at Grande Dunes and to visit ****************** in ********.  We are sorry to hear that one of those stays did not meet expectations.  As a gesture of goodwill ***** MVC Only 60-day hold points have been added to ******************** account.  **************** may use these club points to plan a different vacation at one of our Marriott, Westin or Sheraton vacation ownership resorts sometime within the next year, subject to availability.  Hold points do have a 60-day booking restriction associated with them.  **************** is welcome to make reservations using these points on the owner's website - www.marriottvacationclub.com or by calling our ********************* at ************.

   

• Initial Complaint

  Date:01/29/2024

  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.

  It was very clear that the offer had the points HIGHLY discounted compared to current pricing. IF we wanted to do this it had to be NOW. With this upgrade we would also have a personal concierge that would handle all aspects of our vacations. We would now enjoy better access and availability to resorts and hotels. False. We would also be gaining access to Marriott properties. Without it, I would not be able to access Marriott resorts. False. ** also mentioned we would now have the ability of converting Bonvoy points to cash which was a problem for us before. We were completely paid off prior to this purchase.We did not need any of these points and were coerced into purchasing that day. It seemed there would be a lot wrong with our current ownership if we did not go ahead and upgrade. ** told us if we did this NOW he would be able to honor the rate we had missed from a few years prior. False. Current pricing for these points are WAY more expensive. False.TJ gently guided us repeatedly to remember the numbers for converting Star Option and Star Points in the new system. He told us that because we owned Sheraton Properties we were limited to stays in about 9 properties owned by Sheraton. False. With the new merger we would have access to hundreds of properties and exclusive resorts around the world. False.Never once were we advised that we would legally have ****************************************************************************************** even handled this transaction. Final copies of all paperwork would be sent to us once they had returned to ******* & filed it. The reality is the 10 days were over by the time we received the paperwork from Sheraton at the residency. We did not leave with any copies of our contract. The notary told us it would take some time for Sheraton to process the paperwork because we were not at a resort. The papers would be mailed to us. We waited for weeks for the documents to come in !!

  Business Response

  Date: 03/09/2024

  We are sorry for the owner's dissatisfaction with their August 12, 2023 upgrade purchase of a Sheraton Flex vacation package.  Our records reflect that ***********************************, Customer Advocacy Manager, has been in communication with the owners. 

  In review of documents associated with the purchase, we reflect the owner's signed agreement to the terms and conditions.  ******* has requested any written documentation that provides evidence that the sale was improperly conveyed but has not received such to date.
  

  Additionally, we reflect contract copies sent via ***** to the owners on August 17, 2023.  We must respectfully decline the request for refund as there are no findings that warrant such request.

• Initial Complaint

  Date:01/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday January 22, 2024 I was advised that I needed to make payment for maintenance fees in order to access my Marriott Bonvoy account. Since the payment has cleared my account im still unable to access Bonvoy account. When I call ********************** Vacation they tell me to call Bonvoy and when I call Convoy im being instructed to call ********************* services. I called each ***** multiple times and received the run around multiple times. I am now out of $3,172.88 and account is still locked. Also account is reporting incorrect information. Balance is lower than what they are reporting

  Business Response

  Date: 01/29/2024

  As stated in the terms and conditions of the Bonvoy program, if an owner is past due on their maintenance fees, their account will be suspended. We received this owner's payment, so the suspension of their Bonvoy account has been lifted.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21190041
  
  I am rejecting this response because:

  My account is still locked. Marriott is still reporting inaccurate information to the credit bureau's. 

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

  Business Response

  Date: 02/21/2024

  The Bonvoy account associated with this ownership ends in 7013. As previously shared, this account is not locked as the maintenance fees were paid. 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21190041
  
  I am rejecting this response because: Marriott has yet to update my balance with all credit bureau
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/15/2024

  We are legally required to report all guests who are past due to the credit bureaus. The information that we share with them is accurate and based on when we receive payment. If the guest feels there is a discrepancy, they can contact the credit bureau that is showing the incorrect information and provide the most recent statement that shows their current balance.

• Initial Complaint

  Date:01/18/2024

  Type:Order 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.

  As of 2021, I became an owner with Vistana/Sheraton/Marriott, or whatever they choose to call themselves at any given moment. The term "owner" in this context means enduring misrepresentations and hassles during check-ins, with reservations often not reflecting my preferences and locations being contrary to my requests.In March 2023, during our initial check-in, where a specific request for a location closer to the pool due to a family member's disability was ignored. Instead of a quick and informative owner update meeting, we were subjected to a prolonged and forceful sales pitch, which we reluctantly accepted due to the lengthy check-in process.Our first encounter with ****************, a sales representative, exemplified the deceptive practices. She falsely claimed that the merger with Marriott necessitated upgrading our points to access Marriott properties. The subsequent 6-hour meeting resulted in a purchase that did not align with our expectations. Our ownership transition from Sheraton/Vistana to Marriott was misrepresented, and we unknowingly acquired more star options requiring conversion to Marriott club points.Promised maintenance fee stability or reductions turned into a significant increase, and loan details, including a 15-year term at *****% interest, were not adequately disclosed. Despite assurances about the resale value and equity of our timeshare, we discovered it could be bought on **** for a mere $1. Claims about using equity from our prior contract toward the new purchase for investment purposes were false.During the rushed final paperwork, we were coerced into quick signings without adequate time for review. The loan term of 180 months was concealed, and attempts to pay off the loan with a Marriott *********************** seemed suspicious, potentially aimed at obscuring the extended loan term.There is more summarized in the attached letter.

  Business Response

  Date: 03/03/2024

  The owner's complaint has previously been reviewed and responded to on October 16, 2023 by Customer Advocacy Manager, ***********************************.  Based upon reviewing a copy of the purchase contract and documents associated with the sale,  The terms and conditions of the sale as well as the disclosures were similar to the original purchase.  On both occasions, the owner was offered a 10-day rescission period in which to review the purchase to decide whether to continue or cancel within the allotted timeframe. 
  
  *********************************** conveyed that her account review indicated that prior to the June 2023 purchase, owners owned Sheraton Flex contract #****** which had ****** star options. Based on information regarding how the owner liked to travel, the number of options reflected ****** star options would elect for less than ***** Club Points, which may allow a couple of nights.  Typically, ***** points is needed to reserve a stay.  The upgrade purchase of ****** staroptions elects for ***** points, which would allow the owner to book an acceptable reservation at most Marriott properties.  ************************ further conveyed that her review of the 2024 use year confirms that the owner elected for Marriott Club Points to book a stay through the Marriott **************
  
  The purchase afforded ****** Bonvoy points to be posted after 6 monthly payments have been made (4 payments made). The account has ****** staroptions for the 2024 use year but is in a denial of use status due to a past due status of the loan.  ********* Services has offered the owner a deed-in-lieu of foreclosure. 
  
  The determination has not changed, there is nothing to confirm misrepresentation of the purchase.  *********************************** offered to further discuss the owner's concerns.

  Business Response

  Date: 03/04/2024

  The owner's complaint has previously been reviewed and responded to on October 16, 2023 by Customer Advocacy Manager, ***********************************.  Based upon reviewing a copy of the purchase contract and documents associated with the sale,  The terms and conditions of the sale as well as the disclosures were similar to the original purchase.  On both occasions, the owner was offered a 10-day rescission period in which to review the purchase to decide whether to continue or cancel within the allotted timeframe. 
  
  *********************************** conveyed that her account review indicated that prior to the June 2023 purchase, owners owned Sheraton Flex contract #****** which had ****** star options. Based on information regarding how the owner liked to travel, the number of options reflected ****** star options would elect for less than ***** Club Points, which may allow a couple of nights.  Typically, ***** points is needed to reserve a stay.  The upgrade purchase of ****** staroptions elects for ***** points, which would allow the owner to book an acceptable reservation at most Marriott properties.  ************************ further conveyed that her review of the 2024 use year confirms that the owner elected for Marriott Club Points to book a stay through the Marriott Vacation Club.
  
  The purchase afforded ****** Bonvoy points to be posted after 6 monthly payments have been made (4 payments made). The account has ****** staroptions for the 2024 use year but is in a denial of use status due to a past due status of the loan.  ********* Services has offered the owner a deed-in-lieu of foreclosure. 
  
  The determination has not changed, there is nothing to confirm misrepresentation of the purchase.  *********************************** offered to further discuss the owner's concerns.

  Customer Answer

  Date: 03/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and do accept the deed-in-lieu of foreclosure 
  
  Sincerely,
  
  *********************************