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

• 

  Vistana Resort

  400 Garden City Plaza, Garden City, NY 11530

• 

  Marriott Vacations Worldwide

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

• 

  Marriott Vacation Club International

  1401 Lee Hwy Arlington, VA 22209-1201

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: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,
  
  *********************************

• Initial Complaint

  Date:01/15/2024

  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.

  Simply my husband and I were lied to and that lie is the reason we joined in Oct. of 2022. We were told we could use our membership to stay on ****** property, I found out when I recently spoke with someone who told me this is not true. I want no part of a company that lies to consumers. They have received automatic payments of $268.81 this showing June and the last payment made to them in July 2023 because they stopped taking out the payment. We never used the membership because we could never find a ****** Resort available now I know why.

  Business Response

  Date: 03/06/2025

  Our records indicate that Mrs. ****** acquired ****** StarOptions in the Sheraton Flex program on October 8, 2022.  The Sheraton Flex program includes 9 different ********************** resorts where owners can redeem their StarOptions for vacation stays.  Eight months in advance Sheraton Flex owners can redeem their StarOptions at even more ******************** resorts.  

  Mrs. ****** also has the option to deposit her StarOptions with **********************, a timeshare exchange company.  ******************** is also part of Interval International.  The exchange program is reliant upon owners depositing their vacation time with ********************** with the intentions of traveling to a different resort.  Owners may place their exchange requests up to 12 months in advance and are confirmed subject to **********************'s exchange procedures.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 21149244
  
  I am rejecting this response because:
  We were told one thing at the time we were there and then differently when I spoke with someone and I refuse to be part of a company that lies.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/13/2025

  We apologize for any misunderstanding in regard to how the exchange program works.  Unfortunately, it is not possible to cancel a deeded real estate purchase after the closing date.  ************* needs assistance with reservations, she is welcome to contact ************** at ************.  

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 21149244
  
  I am rejecting this response because:
  There wasnt a misunderstanding we were blatantly lied to end of story.
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/15/2024

  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.

  BBB, I am writing out of sheer frustration regarding my recent experience as a timeshare owner with Vistana. I reached out to their exit services department and the customer service representative dared to tell me that she has no control over the deceitful actions of their sales representatives. She refused to take any responsibility for the lies we were told and even had the nerve to inform me that I was bound by the loan agreement. Outrageous!I demanded to speak with upper management because why should I be trapped in a loan based on false promises made by their sales representatives? But even the upper management showed complete indifference! I feel utterly deceived and taken advantage of! I'm not even asking for a refund, all I want is to cancel my timeshare!I am constantly being given the runaround, despite having already paid over $12,000. As a valued customer, I deserve better treatment! BBB, I ask you, can you offer any assistance in this matter?

  Customer Answer

  Date: 01/17/2024

  I wanted to add what I feel is important information regarding my complaint. This whole experience has affected my health. I've been an owner since 2008. I rarely went to ownership updates because they, Vistana, were only trying to sell me more and I was satisfied with what I had prior to October 2022. Vistana HOUNDED me during my visit (Oct 2022)constantly calling and even leaving messages slipped under the door telling me that there were important changes that would effect my current ownership. I finally agreed to an appointment.  In a nut shell, they said that I would no longer be able to use my current Options at other resorts. I would be held to use only the Sheraton in ******* and I almost never use *******.  I felt immense pressure. I was satisfied going to the other resorts but now, according to the sales representative, I wouldn't have that option. There were so many false Statements made by the sales staff! When I found out that i was deceived and did NOT have to upgrade, that I would have been able to use it as i always had, i was flabbergasted, sick to my stomach and angry. I immediately tried to contact them through phone and email. All of their responses have been unprofessional and threatening.  I am asking for you help with this matter.

  Thank you,

  **************************;

   

   

  Business Response

  Date: 02/05/2024

  We are sincerely sorry for the frustration the owner is feeling surrounding his October 2022 Sheraton Flex vacation package.
  
  For more than three decades, Vistana Signature Experiences has delivered branded resort vacation experiences. Sales presentations provide information surrounding the latest products and services and attendance is voluntary and there is no obligation to purchase.
  
  To aid in how the product was sold, documents associated with the purchase were reviewed confirming the owners signed acknowledgement and agreement to the terms of the purchase.  The purchase agreement also reflects signed agreement to the 10-calendar day cancellation period. It is the responsibility of the purchaser to take this time to review their documents and identify if they wish to continue with the purchase.
  
  Use history on the owner account reflects election of the owners Sheraton Flex 2024 Use Year to Abound by Marriott Vacations in January 2023.  The elected points were used to fund a March 2023 reservation at Marriotts Grand Chateau.  The owner has a balance of ***** club points remaining in his 2024 Use Year.
  
  Review of the loan reflects a past due status with the last payment due date as September 5, 2023.  Once an account has become over 30 days past due on a loan, it is reported to the credit bureau. Vistana ********************** **** adheres to the Fair Credit Reporting Act and reports accurate account information which cannot be altered.
  
  Furthermore, accounts more than 120 days past due, are placed in default status and the foreclosure process begins.  ********* Services may send a letter offering the opportunity to sign a deed in lieu of foreclosure (DIL).  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 would continue accordingly.  We reflect that the owner was offered a DIL and had until January 31, 2024 to accept.
  

  In confirming that the purchase terms were appropriately disclosed and agreed upon, we are not agreeable to cancel or buy-back the Sheraton Flex vacation package purchase.
  

  Again, thank you for allowing an opportunity to respond to the owners concerns.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21146977
  
  I am rejecting this response because:
  I must dispute Vistana's response as it lacks veracity. According to their statement, they claim to have sent me a *** offer with a deadline of January 31, 2024, for acceptance.  However,  I never received any such offer from Vistana. If I had, I would have promptly accepted it and obtained the cancelation I rightfully deserved. Despite my repeated requests and pleas for a *** offer, I have yet to receive one.                                                                                   Therefore, I kindly request an immediate delivery of the *** offer to my email address. Once received,  I will promptly respond or you may include the *** offer in your response to the BBB.                                                                                           I ask that you provide me with the *** offer within the next five business days.                      Thank you,                                    ********************************
  
  *********************************

  Business Response

  Date: 02/28/2024

  According to our Default team, a demand letter was sent in mid-February which included another DIL offer.  The owner may contact the Default team for more information.  Their contact information is ************. 

  Customer Answer

  Date: 03/01/2024

  To whom it concerns,

  I spoke to ***** employee#**** from Vistana on February 21, 2024 at 0915hrs. Ms. ***** asked if I wanted to accept the Deed in *** offer in which at this time I ACCECPTED the offer she stated that the paperwork would take about 8weeks and that it would be sent to me thru my email and she would send it thru postal mail also

  Customer Answer

  Date: 03/05/2024

   
  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.  

  To whom it concerns,

  I spoke to ***** employee#**** from Vistana on February 21, 2024 at 0915hrs. Ms. ***** asked if I wanted to accept the Deed in *** offer in which at this time I ACCECPTED the offer she stated that the paperwork would take about 8weeks and that it would be sent to me thru my email and she would send it thru postal mail also

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

• Initial Complaint

  Date:01/11/2024

  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.

  I am a relatively large owner with Vistana. I pay thousands of dollars each year in maintenance fees, and I have been pretty happy with my ownership; however, in 2022, we were given until 12/31 to save our options. I called on 12/31 and could not reach anyone to help me. I left several messages and even left a message with Marriott for Vistana to help me save me options. The message was never answered, and as a result, I was told that I had no option except resort credit which was a total of $850. Long story short, I was given the opportunity to use the credit in Feb for later in the year. I was able to come and stay in May and used $300 of the resort credit. The rest of the credit was going to be used in November or December; however, I had an accident and broke my shoulder in 4 places requiring a shoulder replacement. As a result of this accident, I was not able to travel. I asked for the opportunity to use this resort credit and was told no regardless of the circumstances "NO". I feel like with all the weeks and options that I own and pay maintenance fees on that I should be able to use the resort credit this year. I have owned for a long time and never had to ask for an exception until last year when my husband got cancer and then I broke my shoulder. All these things hit us at once, requiring us to not be able to travel. In addition to this information, I also lost 48k options because they would not let me save the options to use resort credit. Long story short, none of this would have been necessary if they had simply responded to my request to save my options on 12/31/22. I accepted the loss and used some resort credit, but I feel like I deserve to just have my resort options restored including the $48k options I lost. A company this big cannot be this heartless. Please read my request and honor my request, in view of all the dollars that I pay each year, I think I deserve more than one exception.

  Business Response

  Date: 01/17/2024

  We are sorry to learn of *********************** frustrations pertaining to her expired ****************** ****** Services did assist ******************* with her expiring 2022 StarOptions at the end of 2022 by allowing her to apply them as resort credits in 2023. Unfortunately, this transaction is final and cannot be extended to future reservation.  StarOptions are tied to actual inventory at our ********************** resorts with a finite timeframe for use.  If we deviated from the reservation rules for *******************, then we would be required to do the same for every other owner who, for one reason or another, did not use their StarOptions or affiliated usage alternative (Resort Credits) within the stipulated use year.  This type of wide-ranging exception would have severe implications to the vacation ownership program, potentially preventing other owners from making legitimate future reservations. 

  The response that ******************* received from ****** Services and ************************* in our corporate office is consistent with the program rules and reservation procedures.  ******************* is able to make reservations up to 12 months in advance and we encourage her to plan ahead in order maximize the use of her ownership interests before the end of each year.

• Initial Complaint

  Date:01/11/2024

  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.

  Over the past few weeks, we have been in touch with Marriott over the past few weeks regarding our contracts. Despite owning this timeshare, we have not been able to use it in any way. We have made numerous payments on this ownership but have not gotten anything in return. We see no point in continuing paying for something we can not use or receive any benefit from.We have found that the process of using our timeshare was not adequately explained to us. Whenever we reached out for assistance, we were simply redirected to the website. However, the website itself is not user-friendly and we struggled to understand where to start or how to use our timeshare effectively.The lack of clear instructions and support has left us feeling frustrated and disappointed. We have invested money into a service that we have not been able to use, and this is not a situation we want to continue. The lack of service is incredibly alarming. This company will not provide us with any options due to our loan. Again, why pay for something that we can not use?

  Business Response

  Date: 04/08/2024

  We are sorry to learn of the owners' dissatisfaction with their Westin Aventuras vacation ownership, purchased on July 20, 2022, but pleased for the opportunity to respond to their concerns.

  As the loan status is past due (with the next due payment of September 20, 2023), the default process has begun. As an equity membership, our ********************** team will proceed a cancellation of the membership certificate. By canceling the certificate, the owners will no longer have a loan obligation, and funds paid to date will be forfeited and the account status will be placed as inactive.
  

  We sincerely regret that the owners did not utilize their ownership, which reflects their first-year use of 2024. With ****** Home Options, the owners had the opportunity to reserve either at one of their three home resorts or other resorts through the Vistana Signature Network. Additionally, the owners also had access to ****** bonus Staroptions which were provided as a purchase incentive. 
  

  We hope the owners may reconsider vacation ownership with Marriott ************* in the future.

• Initial Complaint

  Date:01/10/2024

  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.

  Complaint: Seeking to NOT be responsible for $1,637.60 maintenance fees for a Marriott ************* property in ***** which I no longer own.1. At a sales presentation in *************, ** on August 28, 2023, my wife and I entered into a contract for Marriott to buy-back our points for a property in *****. The agent, *********************************, a) made no mention that we should not elect points by the end of September which we did every year, b) stated five (5) or six (6) times "you will receive a ***** package; sign and return, and (c) did not inform us that the point selection process had closed on August 15, 2023 which may or may not have influenced our decision to enter into the buy-back at that time.2. We believe that our paperwork was lost or delayed within Marriott. The paperwork signed by us on August 28, 2023 required 3 1/2 MONTHS to be processed. We received a ***** package on December 14, 2023 with a letter dated 12/09/2023. We had 15 days to return the signed and notarized documents or it would result in lengthy delays. I also had to agree that I was responsible for the 2024 maintenance fees as well as provide my credit card number.3. We were LIED TO. For weeks and weeks and hours on the phone getting the run-around from various Marriott departments my wife and I were blamed for the 2024 maintenance charge due to the fact that we designated points on September 14, 2023. However, a 11/7/23 e-mail from ************************* states: "You elected points for 2024 and we stop taking usage back on August 15, 2023." When I informed ********************* that what we did or didn't do on September 14, 2023 had no bearing on the buy-back, the point selection was no longer an issue, and the reason would be charged $1,637.60 was because the buy-back process is "related to business conditions at the time."4. I opened Case Number ******** with the Marriott Headquarters in ******* on 12/7/23.5. Phone calls never returned, or call other locations for verification.

  Business Response

  Date: 01/24/2024

  We appreciate the opportunity to respond to ************************** complaint and apologize for his unfavorable service experience and dissatisfaction.
  In review of the matter, we find that *****************, Customer Advocacy Manager, has previously responded to confirm that the deed-back offer was for first year occupancy of 2025.  As ********************** is the owner of record in 2024, he would be responsible for the annual assessment/dues associated with the 2024 use year.
  
  According to **** Services' records, email communication was provided to the owner's (September 29, 2023) deed-back request on October 2, 2023, conveying the deed-back offer, requirements to qualify for this offer, and that the first-year occupancy of the deed-back would be 2025.  Further conveyed was that the owner will retain their 2024 usage and will be responsible for the 2024 maintenance fee.
  
  Again, while we regret the owner's concerns, the fact that 2025 was the first-year occupancy for a deed-back of his vacation ownership interest is clear and therefore we respectfully decline request for refund.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21114290
  
  I am rejecting this response because:
  1. ************ merely states that the deeback would only effect ownership for 2025, he does not address any of my complaint allegations!

  a. Why was it necessary to define ON OCTOBER 2, 2023 that the deedback timeframe was for 2025?  This information should have been not only provided, but clearly explained at the point of purchase ON AUGUST 28, 2023.

  b. FOR MONTHS AND PHONE CALL AFTER PHONE CALL Marriott perpetrated the lie that our responsibility for the 2024 maintenance fees on the ***** property was due to the fact that we had elected points on September 14, 2023.  Eventually it was uncovered that what we did or did not do on September 14, 2023 was irrelevant as Marriott "had stopped taking 2024 usage back on August 15, 2023" per an e-mail from ************************* 11/7/23.  When presented with this information, ************ GRUDGINGLY ADMITTED that this would have been valuable information for my wife and I to have had in order to make an informed decision on August 28, 2023 regarding whether to purchase the deed buyback.

  c. We purchased the buyback on August 28.  ********************** stated 5 or 6 times that we would receive a ***** package of papers to sign and return.  We did not receive the documents until DECEMBER 14, 2023.  We had ten days (the letter had been dated 12,09,2023) to sign, notarize, and return them to Marriott.  We contest that this extended delay resulted in our being charged the 2024 maintenance fees.

  All in all, Marriott's actions are at best terrible customer service, and at worst border on deceptive and fraudulent marketing practices.
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/09/2024

  As the sales site does not facilitate the deed back process, they would not have an expectation of available offers or timelines.

  In **** Services October and November 2023 communications, owner was informed that upon receipt of the owners acceptance of the deed back offer, further instruction would be sent including expectation of documents within ***** days. Additionally conveyed was the anticipated timeline for completion of ownership transfer is 120 days.
  

  Despite the owners continued dissatisfaction, our position on the matter has not changed.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21114290
  
  I am rejecting this response because:  Being notified "in October and November 2023" of specific transfer details when we paid approximately $60.000.00 and the papers were signed by my wife and me in good faith on August 28, 2023 is akin to a bait and switch and extremely shady business practice.  Marriott should be ashamed!!!

  ************ continues to conveniently avoid the topic that Marriott personnel INSISTED that the reason we were charged the 2024 maintenance fees was because we selected points on September 14, 2023.  Only when this excuse was demonstrated to be a lie did Marriott switch to the NEW EXCUSE that we had received proper and legal notification.

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

• Initial Complaint

  Date:01/04/2024

  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.

  During a vacation in June 2023 to ************, **************, the promised ***** minute 'Owners Update' turned into a high-pressure sales pitch lasting over four hours. We were coerced into upgrading immediately, being told that our existing package would no longer suffice due to the Vistana and Marriott merger.The sales team claimed errors in our initial contract made by the ******* agent required urgent correction by the ************** agent. This urgency was accompanied by relentless pressure to upgrade, with implications that it was the only way to maintain our ability to vacation annually.We were misled about the resale value of our timeshare, with no mention of online options like **** where prices can drop as low as $1. This lack of transparency in the resale market was a significant misrepresentation.Misinformation extended to promises about owner dues and the ability to cover fees with unused points. Attempts to seek clarification from Vistana proved futile, with prolonged wait times on calls, and reaching out to the ************** agent yielded no assistance due to property renovations.The misleading information also included promises of refinancing with a lower interest rate, which turned out to be a high 14%, and being pressured into applying for a Marriott Credit card with false assurances of a "soft" credit pull.The sales team suggested we could offset costs by renting points to friends and family, which is not feasible with our limited pointsa clear example of misrepresentation.Emotional manipulation regarding family investments, false guarantees of vacation weeks, and the misleading claim of access to ************** after the Marriott merger have left us feeling betrayed and frustrated. We were not given adequate time to review our contract, nor were we provided with a copy for our records. There is more stated in the document attached

  Business Response

  Date: 01/29/2024

  We are sorry for the owners disappointment with their vacation ownership and extend our sincere apologies for not meeting their expectations.
  
  Vistana Signature Experiences delivers vacation products and services to over ******* families providing the opportunity to create memorable vacations at branded vacation ownership resorts. Over the past 30 years our portfolio has largely been built upon word-of-mouth referral and existing owner loyalty. 
  
  Owner updates provide information surrounding the latest products and services.  It also offers owners an opportunity to upgrade or enhance their current ownership portfolio. Attendance is voluntary and there is no obligation to purchase.
  
  Upon receipt of their complaint review of the account and documents associated with the Sheraton Flex upgrade purchase was facilitated.  The amount of points purchased would be determined by an owner's desired vacation use and agreed upon purchase price/terms.
  
  Their account reflects their initial Sheraton Flex purchase on June 20, 2019 (annual ****** option package), and subsequent Sheraton Flex upgrades on June 19, 2021 (annual ****** option package) and June 17, 2023 (annual ******* option package) with first year occupancy of 2025.
  
  Purchase documents reflect the owners signed agreement to the terms of the purchase (including finance terms) and a 10-day cancellation period.  It is the responsibility of the purchaser to take this time to review their purchase documents and identify if they wish to continue with the purchase.
  
  The Purchasers Acknowledgement references that the purchase of a vacation ownership interest is not intended as an investment for profit but is for personal use and enjoyment.  As a deeded interest, owners may elect to sell, will, or gift the vacation ownership interest on their own.
  
  We also reflect signature on the Receipt for Timeshare Documents wherein a copy of the executed purchase agreement and owner information book was provided (including the Public Offering ********************************** documents, Vistana Signature Network Disclosure, MVC **************** Disclosure Guide, and Declaration of Master Mortgage Terms and Covenants.
  
  Usage indicates a 7-night reservation traveling in June 2021 (confirmed on February 23, 2021) for Sheraton Vistana Resort which was funded with 2020 banked StarOptions and the 2021 use year.  In 2023, a 10-night reservation was confirmed (online October 19, 2022) for June 2023 for ************************ funded by 2022 banked StarOptions and the 2023 use year.
  
  With the merger with Marriott Vacations Worldwide, efforts have been made to enhance products and services to offer Vistana Signature owners access across brands.  Information about Abound by Marriott Vacationsis available online on the owners dashboard at www.vistana.com.
  
  While we regret the owners expressed dissatisfaction, we find no evidence to support cancellation of the purchase as all proper disclosures were provided and exhibit signed agreement.
  
  We would certainly be pleased to assist the owner with the use of their vacation ownership but respectfully decline their request to cancel.

• Initial Complaint

  Date:01/03/2024

  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.

  On July 21, 2023, as owners, we were informed of updates to our ownership, purchased a year prior. We were told to schedule an appointment on the 21st. The presentation, initially marketed as covering the Marriott merger and new programs, swiftly transitioned into an upsell of a new membership/contract.During the appointment, the conversation shifted towards our vacation preferences, exploiting our retired disabled Navy veteran status. The agent framed the Abound Marriott Vacation program as a solution to our desires, presenting it as a "once in a lifetime" deal. Manipulating the value, he claimed we would receive ******* ownership points and ******* BONVOY points annually. This turned out to be untrue, as exchanging points was necessary, with no explanation of rollover points.We were misled about the program's flexibility, being told we could take multiple weeks of vacation at any time. However, these promises were empty, leaving us with a contract that more than doubled our monthly payment, excluding maintenance fees.The sales rep touted the purchase as an investment in Marriott resorts, claiming a buy-back program was available. Regrettably, we discovered this to be false, leaving us unable to sell the "property." Pressured to act swiftly, we signed the contract under the promise of ******* bonus points, equity use, and a hastily arranged 0% APR AMEX BONVOY.Fatigued during signing, the sales rep rushed through the contract, not providing a printed version or discussing rescission. The contract's extended 15-year term and high APR were undisclosed, and the rescission option wasn't explained.Only later did we realize the unfavorable loan terms, with maintenance fees nearly doubling. Discovering online that our purchase was available for a ***** heightened our regret, especially considering the negative practices associated with the company. Ashamed, what was meant to be a legacy for our family has become a burdensome contract of lies and zero value.

  Business Response

  Date: 01/29/2024

  We sincerely apologize for the owners dissatisfaction and unfavorable service experience surrounding their July 21, 2023, Sheraton Flex vacation package upgrade purchase. Despite review and response from *****************, Customer Advocacy Manager, we are pleased to provide additional review of the matter.
  
  For more than three decades, Vistana Signature Experiences has delivered branded resort vacation experiences.  Sales presentations provide information surrounding the latest products and services and attendance is voluntary and there is no obligation to purchase.
  
  To aid in how the product was sold, documents associated with the purchase were reviewed confirming the owners signed acknowledgement and agreement to the terms of the purchase.
  
  The Purchase and Sale Agreement disclosed that the purchaser warrants and represents to the seller that the purchase of the vacation ownership interest is made for personal use and such purchase is based on its value as a vacation experience or for spending leisure time, and not for the purpose of acquiring an investment or with an expectation that the vacation ownership interest may be resold.  Seller declares that no representations have been made to purchaser regarding a vacation ownership interests potential for future profit, rental potential, tax advantages, depreciation, investment potential, or other monetary or financial advantage.
  
  Also exhibiting the owners signed agreement, is the Purchasers Acknowledgement which states that the owner understands that they may sell or transfer their vacation ownership interest, but they must do so themself because the Seller does not offer any resale program or service of any kind.  The sale of their vacation ownership interest, however, is subject to the Sellers Right of First Refusal as further detailed in the Declaration and their vacation ownership interest deed.
  
  Furthermore, the purchasers acknowledgement states that it is the policy of the Seller not to enter into oral agreements or make promises or representations that are not stated in the purchase documents.  Owners also acknowledge that they are not relying on any oral agreements or promises in deciding to buy a vacation ownership interest.
  
  According to signed purchase documents, a first-day purchase incentive was offered to the owner in the form of a Marriott Bonvoy award of ******* points, To be eligible to receive the award, the owner would have been required to pay 20% of the purchase priceor if the owner paid 10% of the purchase price, six (6) scheduled monthly payments of the Note and Mortgage would be required.  This was disclosed on the Marriott Bonvoy Points Disclosure Statement.
  Regarding obtaining and reviewing the owners credit report, the Purchase Summary Worksheet and the Financing Application indicate signed authorization.
  The purchase agreement reflects signed agreement to the stated purchase terms as well as acknowledgement of the 10-calendar day cancellation period. It is the responsibility of the purchaser to take this time to review their documents and identify if they wish to continue with the purchase.
  
  While we regret the expressed dissatisfaction,we find no evidence to support cancellation of the contract as all proper disclosures were provided and exhibit the owners signed agreement.

• Initial Complaint

  Date:12/31/2023

  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.

  We listened to a presentation for Marriott ************* ownership in November 2022 and may the investment to become owners. We were told that we would be able to now vacation more frequently having access to Marriott properties worldwide. Upon returning home after the presentation in *****, I started researching destinations to start booking vacations and, found zero availability. I am paying Marriott $450 a month to be a part of this program and they have no availability at any of their properties. They allow us to book 13 months out and even then there is nothing available. We were misled and this is fraud and I know others are experiencing the same. They have oversold their ************* and dont have the properties to deliver to their customers. I am frustrated that Im trying to book vacations and theres zero availability anytime anywhere at any of their resorts. They should not be selling this program to anybody moving forward until something changes. I want out of this contract immediately and Marriott should be ashamed of their business practices.

  Business Response

  Date: 04/03/2024

  First, I am sorry to hear this owner is having a difficult time securing dates and feeling as though the ownership has been oversold. Deeded timeshare ownership cannot be oversold. Each unit is associated with a specific deed, meaning the property is divided into fixed increments of time. Once all the deeds are sold, there are no more ownership rights to sell which prevents the ownership from being oversold. After reviewing the ownership account, I found the owner was able to secure two reservations with arrival dates this year that total 9 nights. However, I encourage this owner to visit the Helpful Tools section of the owner website as it is in place to help owners learn how to maximize their ownership. I again apologize for the concerns, but there isn't an option to cancel the purchase after the 10-day rescind period which begins the day the contract is signed.
  

  Customer Answer

  Date: 04/04/2024

   
  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:12/31/2023

  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.

  In 2016 we purchased Marriott ************* points. This time last year due to a number of personal issues we decided to sell our **** Marriott Vacation points. We originally tried to resell our points back to Marriott but they declined (unlike what we were told during the original sale). So we listed our points for sale at SMTNPM-*******; where we also paid for Maintenance Fee reimbursements, In November we accepted an offer ($****) for our points. I was told by the **** estate agent that Marriott had right of first approval. Marriott wanted their points but wants us to pay them the 2023 Maintenance Fees (>$3000) and then they will take our 2023 points and maybe pay us. I have emails from the **** Estate Agent documenting that I will be reimbursed for these fees. But this a Scam. Marriott is linked to SMTNPM and they are taking our money, and not keeping their commitments to pay us for our vacation points

  Business Response

  Date: 01/30/2024

  We are very sorry to receive this complaint from *********************  Our organization does hold Right of First Refusal on all external resale transactions.  We did exercise Right of First Refusal for ************************ transaction on November 21, 2023.  These transactions do take several weeks to finalize and in order to proceed it is necessary for ******************** to pay **** maintenance fees as those were due to the *************************** on December ********************************* will be refunded at closing for his **** maintenance fees.  This is in addition to $4,000 in proceeds that he will receive from the organization for the resale of his Club Points.