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 Vacation Club International

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

• 

  Marriott's Ocean Watch Villas

  8500 Duna Verda Wy Myrtle Beach, SC 29572-4432

• 

  Marriott's Oceanwatch Villas at Grande Dunes

  8500 Costa Verda Dr Myrtle Beach, SC 29572-4434

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:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to begin that I am an incredibly dedicated Marriott customer. I am a titanium for life. In 2011 I purchased vacation club points and specifically said to the sales team in ******* that I am doing this because I intended to always stay at Marriott throughout my professional career. I was NEVER told they were not affiliated with the Marriott Hotels. After discovering this error upon my first reservation, I was incredibly disappointed to learn that the hotels look at vacation club points differently than hotel paying customers. Regardless of the obvious disconnect between the two entities, the reason I am writing this is because this is now the third year in a row that I have tried to book trips to resorts 13 months and 1 day in advance only to be told that there is no availability. I continue to try to book each day thereafter, and yet again no availability. My weeks for leisurely travel are always the same in my work. And I continue to encounter no availability. Just as a test, I went ahead and searched today for a 10 day vacation in ************* any month in the next year, and no availability. And yet my maintenance fees have doubled since joining. Enough is enough. I have called in for help and get the run around. Nobody cares. This is my last resort to see if there is a way to amicably resolve this matter. My next step is to file a formal complaint in the court system. Luckily I am an attorney and could do so without too much expense, other than my time. But their misleading tactics and deceptive practices are taking advantage of good people that were made promises of family memories and all they get in return is a monthly invoice. Marriott should be ashamed of themselves for allowing this to happen.

  Customer Answer

  Date: 01/11/2024

  I am not understanding the issue with my complaint. It says it is a duplicate complaint, is illegible, is about the wrong company and includes vulgar language. I just went back and read my complaint again. I do not think any of those conclusions are accurate. Can someone please take another look at my submission. I can be reached by phone at ************ as well. Thank you. 
  

  -*********************

  Business Response

  Date: 04/04/2024

  We truly appreciate this owners loyalty to the brand, and I am sorry to hear of the challenges securing a reservation. I did a search for availability and found that In August, we currently have 10 nights available at *************************** Villas & Spa **********, *********************************, and ***********************************. In September, we currently have 10-nights at ***********************, *************************** Villas & Spa **********, *********************************, and ***********************************. In October we currently have 10-nights available at ********************************* and **********************************. This owner didn't state the dates of interest, but this search was based on locations in or near ************* and on or near a beach. I highly recommend the owner contact ***** Services for assistance in securing dates.

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21078534
  
  I am rejecting this response because:
  

  When I purchased this timeshare, I specially stated that I wanted to be at the Marriott Canyon Villas each March.  I was told that if I made my reservation 13 months in advance, as soon as is available for everyone in the system, I would never have a problem.  The last four years Ive had nothing but problems.  When I instead focus on going somewhere else, there is never availability except for very obscure times.  These dates they listed in their response are based on standard hotel rooms and not villas that could accommodate my family (me, my wife and four children).  In addition, the maintenance fees have gotten completely out of control.  I would like for Marriott to just buy back my ownership stake at fair market value.  I called and they said they would allow me to surrender my ownership stake, after having paid over $150,000 over the past ten years.  Their deception of being connected with Marriott Hotels is completely unacceptable to me.  The sales reps completely lied to me and my wife.  

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

  Business Response

  Date: 04/09/2024

  I am sorry to hear this guest has not secured the dates of interest in the past.Availability is open to owners on a first-come, first-served basis. We strongly suggest trying to secure the dates on the 13-month inventory release. If the dates are not able to be secured, then we recommend trying again at the 12-month inventory release and going on a waitlist if needed. Also, as stated within the purchase agreement, we cannot guarantee availability until a reservation is actually confirmed.
  
  The dates and locations that were previously provided are not for hotels. They are exclusively at the timeshare resort locations.
  
  Based on the previous response, I understand this guest is asking for us to repurchase their ownership. We are not currently making offers to repurchase any type of inventory. We certainly prefer to help this owner use the ownership and ask that they view the Helpful Tools section of the owner website or call ***** Services at ************ for assistance. However, if they no longer want to own, they do have the ability to sell their ownership through a third party or a licensed broker.

  Customer Answer

  Date: 04/19/2024

  I do not understand how this complaint was closed out.  The response of the company disregarded my message. They claim that the customer should have made their reservation at the 13 month release date, which is exactly what I tried to do. I went in at exactly 13 months prior, to the day, and logged in at 9am in the morning. There was nothing available for the dates I requested. This is precisely my complaint. The company did not make a good faith effort to resolve this. They simply stated what has been told to me verbally, and this should not result in a closed complaint. This was not a sufficient answer and this is why Marriott ************* continues to treat customers this way. The BBB should not allow them to disregard the facts, as they did in this instance, and close the complaint. The customers deserve better. 

  Customer Answer

  Date: 04/24/2024

  I do not understand how this complaint was closed out.  The response of the company disregarded my message. They claim that the customer should have made their reservation at the 13 month release date, which is exactly what I tried to do. I went in at exactly 13 months prior, to the day, and logged in at 9am in the morning. There was nothing available for the dates I requested. This is precisely my complaint. The company did not make a good faith effort to resolve this. They simply stated what has been told to me verbally, and this should not result in a closed complaint. This was not a sufficient answer and this is why Marriott ************* continues to treat customers this way. The BBB should not allow them to disregard the facts, as they did in this instance, and close the complaint. The customers deserve better. 

  Customer Answer

  Date: 04/24/2024

  Thank you for that explanation. I didnt realize ten days had expired. I will be sure to respond very quickly moving forward. I appreciate your efforts in helping me bring their actions to light. They are not being honest in relaying the facts, and I believe they just try to west people down. The reality is that I have tried to do everything they said to do, and their inventory is not there. I have been researching Marriott ************* and there are several people experiencing these same issues. This is why I want to continue to keep this complaint in process until we reach an amicable resolution. 
  

  thank you for your help. 
  

  regards,

   

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

  Business Response

  Date: 05/06/2024

  I again apologize that the dates the guest wanted were not available. After reviewing the guest account, I found they were able to secure a 21-night reservation for next year. I also did a search of the Caribbean and found 19 nights available at the Marriott *************** this August. The ***************************** and The *********************, ******, also have availability for 10+ nights in August. While I understand that the original request wasn't available, there are other locations with availability. I encourage this owner to contact ***** Services or login to the owner website to check and secure availability.

  Customer Answer

  Date: 05/08/2024

  I am not understanding how this is an acceptable response. Randomly looking for availability in August at certain resorts is not the point. Especially considering that these resorts are not offering accommodations for a family of 6.  The representations that were made to me and my wife when we purchased were not truthful. They also have no affiliation with Marriott and when I signed up and told them that I was a lifetime platinum with marriott, they told me this will enhance my membership. That was a complete misrepresentation. I would like Marriott to buy back my timeshare. They can keep the interest I paid, but I would like them to buy back shares for the original purchase price. This is not what they said it would be and over the years making a reservation has continued to get more and more difficult. The maintenance fees are through the roof and when you call the customer service for assistance, they are never able to help. Its incredibly frustrating and disappointing. 
  

  -*********************

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have inherited a VISTANA/SHERATON VACATION TIMESHARE from my deceased Husband (***********************); and I have tried NUMEROUS times to call/contact VISTANA because I do NOT WANT this Timeshare. I want to SELL it back to them but I can't get hold of anyone to help me (I keep getting the run around telling me to "call this department, etc. and NOBODY at that "department" will answer my phone call). I asked what would happen if I just don't pay the dues ($1200 per year) and was told that they would keep sending the bill, along with 18% penalties and they can file a "claim of lien" against me if I don't pay the bill. I've paid them over $4500 in the past 3 years; and they won't even let me have access to the account because it is still in my deceased Husband's name. I even sent them an email with all of the legal documents attached stating that I LAWFULLY INHERITED this VISTANA TIMESHARE; but they have not responded back to me. PLEASE HELP ME. I feel like I'm being forced to make these "annual maintenance fees" to this Timeshare that I don't even have access to and that I don't even want to own. I would like the $4500 back that I've paid them in the past 3 years; and I would like to also be reimbursed for the "selling of the Vistana Timeshare."

  Business Response

  Date: 01/21/2024

  We are sincerely sorry for **************' loss.  Additionally,we apologize for the ongoing contact efforts as account notations reflect that previous inquiries surrounding deed changes have been provided and a referral to the Owner Modifications team given.
  
  Transfer after death is governed first by the probate laws in the state where the deceased resided and secondly by manner in which title was taken.  ************** should seek the advice from the person handling the probate in the state of residency of the deceased.
  
  For further information, ************** may contact Owner Modifications via email at *********************.
  
  Again,our apologies.

• Initial Complaint

  Date:12/15/2023

  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 the first year of offering a Marriott ************* exchange, the listing of the conversion options was not clear and I mistakenly converted my timeshare ownership to vacation club points instead of my normal conversion to Marriott Bonvoy points. The conversion back to Bonvoy points was hidden in their terms and conditions and not well explained and we now stand the chance of losing the **** vacation points as of the end of this year. We paid our maintenance fees which were about $2000 for the privilege of converting our ownership to Bonvoy points as we have done from the first day of our ownership. We would NEVER select vacation ownership use if we were not deceived. I believe that this is a theft of services. We will settle for conversion to ****** points as we originally wanted. I also sent emails and called at least 3 times about this and have not been able to resolve the issue.

  Business Response

  Date: 01/24/2024

  We spoke with the owner, and we were able to come to a mutually agreeable resolution.

• Initial Complaint

  Date:12/09/2023

  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.

  I am reporting an incidence of financial exploitation of my Mother, ***********************, by Marriott ************** Marriott sales representative convinced my Mother to sign paperwork she didnt understand which places a huge and unreasonable financial burden on her.On November 9th my Mother was staying at the Marriott ********** in ************ ******* with friends. She went into the ************* sales office to inquire if there were any opportunities to reduce the annual maintenance fees on the Custom House property. She understood that this would be done on a one-to-one basis, and at no cost. ********************** informed my Mother that as part of the conversion she would be issued a Marriott **************** which had no interest for 15 months. After reviewing the paperwork what I understand has happened is that Marriott has had my Mother deed back the Custom House property for no money and sold her ***** new ************* points. When everything is said and done the transaction is as follows;Previously;Marriott Custom House Propertyconvertible as ***** ************* Points Annually Outstanding Loan$13,000 at 10.99%New;Marriot ************* Points***** points annually Down Payment$30,000 placed on an Amex (high rate if not paid in 15 months)New Loan$20,000 at 12.77%Or in other words, my mother will be paying more than $37,000 to reduce the amount of Marriott ************* points she gets annually by 425 points.We have consulted with my Mothers elder care lawyers and they have recommended we file a case of financial exploitation of the elderly with the State of ******** and recommended the same with Amex. We have reached out to Marriott and Amex on this, Marriotts position has essentially been she signed the contract we arent doing anything about it. Amex has registered a case.Statement abbreviated to fit in space, more detailed statement attached.

  Customer Answer

  Date: 12/10/2023

  I have attached the requested certification signed by my mother, confirming the details I have previously reported.

  Customer Answer

  Date: 12/14/2023

  I am attaching this once again.

  Business Response

  Date: 12/15/2023

  Our corporate Customer *************** has investigated the allegations presented within Mr. ****** complaint.  It is important to note that our investigation resulted in finding absolutely no evidence of malice or misrepresentation occurring within our sales organization. *************** received all of the information and legal disclosures required to make an informed purchase decision. 
  
  Since the new purchase of ***** club points has not yet closed, we are agreeable to cancelling the transaction and will refund any deposit funds to ***************  The Custom House ownership interest that is currently in the process of being deeded back to the organization has also be cancelled.  ************** had decided to maintain ownership of this interest. 
  
  We have spoken with both *** and ***********************, and they have agreed to this resolution.  

  Customer Answer

  Date: 12/15/2023

   
  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:12/05/2023

  Type:Customer Service 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 9/20/23, I purchased 3 certificates ($750) to make an **** car reservation. On 9/22/23 I made **** reservation 26316039US1 for a December rental in ***********. The reservation was cancelled on 11/27/23 and I requested a refund. After contacting both **** and MVC numerous times, neither party was willing to issue a refund for unused certificates. I am contacting BBB to seek your assistance in obtaining a refund. Thanks in advance for your support.

  Customer Answer

  Date: 01/07/2024

  Contacted by *************************, Director Customer Advocacy, Marriott ************** on 12/21/23. Sent him reply email on 1/7/24 providing times and dates for contacting me to discuss matter. Also, forwarded response to update BBB to ******************************

  Business Response

  Date: 01/08/2024

  We spoke directly with this guest and were able to resolve their concerns.

• Initial Complaint

  Date:12/04/2023

  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.

  Went to ************ on 5/16/2023, expecting a 60-minute session, but were kept for 5-6 hours, confined to one room without food access. ***********************************, claimed to be from Marriott assisting Sheraton owners, emphasizing urgency due to an impending merger with Marriot. **** pitched the Marriott Abound program, stating a contract restructuring was necessary for optimal benefits, citing misinformation from previous updates in **********. We converted Sheraton VOIs to Marriott Bonvoy, but **** claimed it was no longer feasible, alleging Sheraton's devaluation. To access Abound, we were coerced into a "restructure" to preserve membership privileges. **** proposed dividing ownership into four VOIs, allowing resale and rental. He suggested profits would cover maintenance, with Marriott retaining 10%. **** offered a bonus of ******* points for a Marriott Bevy CC with undisclosed maintenance fees and loan terms. Despite reassurances, the loan extended to 15 years, undisclosed during the presentation. **** denied increased monthly costs, avoiding terms like "new," "additional purchases," or "upgrade." The presentation lacked transparency, emphasizing urgency and concluding late in the day with pressure to sign before 5:00 PM. In the crowded, noisy signing room, the notary rushed through paperwork. Unaware of the 15-year commitment and **************** rescission period, we, in our 70s, were coerced into an extended debt. Discovering errors later, we contacted ****, who promised corrections but neglected to provide contract review time. We also had contact with ****, the sales manager, who was no help. This, combined with dismissive behavior from ****, the sales manager, heightened our concerns. We seek contract cancellation and debt elimination, as we were misled into signing a new contract, unaware of its implications. Deceptive practices exploited our loyalty to Westin and Sheraton, misrepresenting the necessity of a restructuring for Marriott property access.

  Business Response

  Date: 12/12/2023

  Thank you for allowing us the opportunity to review **************** and ************** concerns surrounding their May 16, 2023, Sheraton Flex upgrade purchase (from 166K to 206,800K Sheraton Flex Options).  We are sincerely sorry for her dissatisfaction and their unfavorable sales experience.
  
  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.  As shared in their correspondence, the owners have a long-standard purchase history having previously upgraded their ownership interests through the years.
  
  The purchase agreement reflects signed agreement to the stated loan 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.
  
  Also exhibiting signed agreement is that the purchase is not intended as an investment for profit but is for the owners personal use and enjoyment.  As a deeded interest, owners may elect to sell, will, or gift the vacation ownership interest on their own.
  
  Additionally, 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.
  
  The current annual assessments at the time of purchase are listed in the purchase documents.  One such document is the Vacation Ownership Notification which reflects the current years annual assessments and a per point cost.  The Vacation Ownership Notification further states that as an owner and a member of the ************************ owners are responsible for paying assessments (including real estate taxes) beginning the year before the owners first occupancy year.  Further stated is that the amount is subject to change each year, as determined by the association.
  
  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:12/01/2023

  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.

  I attended a supposed 1-hour talk about the ************** but it turned into a relentless 4-hour sales pitch by ***************************. Despite promises of amazing vacations and flexibility, the reality is disappointing. The properties offered aren't appealing, and the promised flexibility is an illusion. Despite assurances of being able to sell back the membership, I'm now locked into a disappointing commitment. We feel tricked and want to cancel the membership immediately. The promised benefits have not materialized, and we are extremely unhappy with the situation.

  Business Response

  Date: 12/14/2023

  We are very sorry to receive this complaint from Mr. and **************  In review of ***************** records, we see that ***** club points in the Marriott ************* destinations program were purchased on October 29, 2021.  ******** points have 2023 first year usage.  Mr. and ************* also received ***** additional club points that are available to use as they wish.  

  The Marriott ************* destinations program is a world-class vacation ownership plan that allows our owners to redeem club points for vacation stays at more than 90 resorts, cruises, tours and many, many other travel related experiences. Since we are coming close to the end of the year, Mr. and ************* will need to act soon as they have ***** points scheduled to expire on December 31st.  ***** Services can provide a list of usage options.  We encourage they call ***** Services at ************ soon.  ***** Services hours of operations are Monday through Friday from 9am to 8pm eastern time and 9am to 5pm on Saturdays.

  ******** points that ************* purchased are considered a form of deeded real-estate and for that reason it is not possible to simply cancel their ownership.  In order to relinquish her club points ************* would need to list her ownership interests for sale, the process is similar to selling a home or condominium.  If ************* needs more information or advice on how to list her ownership interests for sale she is welcome to contact our exit services office at ************.

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20943328
  
  I am rejecting this response because: They failed to mention anything that was written to them. We are fully aware of the fact, that we PURCHASED something from them. It's a lazy answer from them and seems they copied and pasted a response as usual. Their representative named *************************** said that we could sell the property back to them at no cost at any point. We were promised time and time again and they fail to hold themselves, and ****** accountable. We simply ask that they honor their word and cancel our contract/sell it back to themselves, as promised. 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 01/16/2024

  Unfortunately, we are unable to rely upon recollections of verbal conversations that took place several years ago.  ************* received a thorough ***************** Checklist at the points of sale and on that disclosure document she initialed acknowledging that her sales executive made no representations about the resale, rental or investment potential of the club points she acquired that day.  At this juncture we have been provided with no lucid evidence of any misrepresentation that warrants repurchasing ***************** club points.  ************* is welcome to list her club points for sale on the external market for a price that she deems fair and reasonable.

  Business Response

  Date: 01/16/2024

  Unfortunately, we are unable to rely upon recollections of verbal conversations that took place several years ago.  ************* received a thorough ***************** Checklist at the points of sale and on that disclosure document she initialed acknowledging that her sales executive made no representations about the resale, rental or investment potential of the club points she acquired that day.  At this juncture we have been provided with no lucid evidence of any misrepresentation that warrants repurchasing ***************** club points.  ************* is welcome to list her club points for sale on the external market for a price that she deems fair and reasonable.

• Initial Complaint

  Date:11/27/2023

  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.

  Have owned a week at Marriott Mountainside Village for many years. Also have ownership in Marriott ************* with points to use. Began planning Thanksgiving **** holiday for entire family in May of 2023. Contacted Marriott ************* and was told I needed to wait until October 24, 2023 to reserve using points and November 24, 2023 to reserve using my week of ownership. When 10/24 came I contacted Marriott and was able to reserve one unit for 11/23/****-11/30/****. I was again told the release date for owners.date when I could reserve a unit as an ownerwas 11/24/2023. Logged onto website at 9 a.m. ET on 11/24/23 to find no availability. Contacted Marriott and was told the actual release date was 11/22/2023two days earlier and all units were spoken for. This eliminates my holiday plans since 8 adults cannot stay in one unit. On Marriotts website in several places reference is made to the reservation window being 12 months before the check-in date. Clearly Marriott knows how to communicate more clearly. I am now left to explain to my family why we are not able to gather next year and to pay for airline and rental car fees already incurred. I also understand I may lose the points I used to reserve the one unit.

  Business Response

  Date: 12/06/2023

  A member of our corporate Customer Advocacy leadership team has been in contact with *****************  We were able to offer **************** an additional guest room at Marriott's Mountainside during his requested dates of travel.  The additional reservation was arranged through the ABOUND program.  We trust this matter has been resolved to ******************** satisfaction.

• Initial Complaint

  Date:11/21/2023

  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.

  Our journey with MVC began when we booked a vacation at Marriot Ocean Watch in 2021. We were approached by a sales team, who informed us that we had qualified for ownership with Marriott. The sales team emphasized the benefits of becoming owners, including free access to their hotels and an annual allocation of points accompanied by a fixed maintenance fee. Feeling pressured and unsure, we expressed our need for time to consider this significant decision. The team assured us that this was a limited-time offer and the best deal we could get. Concerned about our financial ability to meet the monthly payments, we voiced our reservations. In response, the sales team introduced us to a finance rep who quickly approved us for a loan after running our credit checks. After hours of deliberation and feeling overwhelmed by the relentless pressure, we reluctantly agreed to sign up for ownership. Little did we anticipate the challenges that would follow. When we contacted MVC for assistance in renting out our timeshares, we were directed to another number. Shortly after, a company named VP Rentals contacted us and charged $2392, guaranteeing to rent out our timeshares. However, they vanished without a trace, leaving us without any assistance or rental income. We were shocked to discover that the maintenance fees increased substantially within the first year, from around $1000 to over $2000. When we sought for an explanation, no satisfactory response was provided other than "management decisions." Their team reached out to us a year later, convincing us to upgrade our membership to enjoy additional rewards. As a result, a new loan of $16,985.47 was added, accompanied by an extra monthly payment of $243.61. Simultaneously, my wife's loan, with an exorbitant interest rate of *****%, remains around $16000, even after making payments for over a year. MVC has engaged in deceptive sales practices, failed to provide the promised benefits, and imposed unfair financial burdens on us.

  Business Response

  Date: 12/13/2023

  Our Customer *************** has received and responded to the owner's complaint and although there are no findings that warrant cancellation of their purchase(s), we are certainly agreeable to assist with the continued use of their ownership.  The December 11, 2023, owner communication from *********************, Director, Customer Advocacy is provided as follows:

  Dear *******************************,
  
  Your complaint filed with the ************************** has been forwarded to my office for response. As you have been an owner with Marriott Vacations Worldwide since May 1, 2021,I am sorry to hear of your dissatisfaction with your ownership.  Please accept my sincere apologies.  Thank you for sharing your concerns and for allowing the opportunity to respond to them.
  
  I was pleased to see your use history which reflects vacation travel to numerous Marriott ************* Resorts such as Marriotts ***************, Marriotts Crystal Shores, Marriotts **********, and Marriotts Maui Club.  As you know, the Marriott ************* Destinations Exchange Program provides owners with several use options,check-in any day of the week, any season of the year, single night to a multi-week vacation, and accommodation size from a studio to a 3-bedroom townhouse.  In addition to using club points to book more than 90 Marriott ************* resorts in the U.S., *********, Europe, and Asia, there are a number of other use options including Marriott ************* Destinations ************************* and More, and Exchange with Interval International.
  
  In addition to your May ****************************************************************** April 2022.  Review of documents associated with your purchases reflects your signed agreement to the terms of the purchase.  Specifically disclosed on your contract is that the purchase is made for personal use and that the seller makes no representations to the purchaser concerning rentals, rental income, income tax considerations or investment potential.  The current years annual dues and club dues were provided on your purchase contract as well as the ***************** Checklist. The purchase price and terms reflect your signed agreement which include financing of your purchase at an agreed upon term, interest rate,and monthly payment.  The ***************** Checklist also conveys that owners eligibility to participate in the Marriott Bonvoy program is subject to the rules and regulations for Marriott Vacation **************** Exchange program Timeshare/Marriott Bonvoy program.
  During each purchase you were provided a 10-day cancellation period.  It is a time that purchasers should take to review their purchase documents and terms to determine if they wish to continue with their purchase.  As you are past your rescission period and the sales are closed, cancellation is not an option.
  
  Although ***** Services is a point of contact for your vacation ownership needs, I would be pleased to be of assistance to you.  Please contact me directly at ************ or via email at ******************** if you have any questions of wish to discuss the matter further.
  
  Sincerely,

  Customer Answer

  Date: 12/19/2023

  We do not accept ****** response. We have already been in communication with ***** and we have explained that our dissatisfaction does not stem from a feeling of being misled but rather from being unquestionably misled by their sales team. It is the lack of transparency and pertinent information during the sales presentations that has led us to request an immediate termination of our timeshare contract. We believe that the miscommunication and omission of crucial details from their sales team constitute valid grounds for termination. Our intent is not to disregard our contractual obligation but rather to rectify a situation that has caused us significant frustration and dissatisfaction. We hope that ***** and MVC can understand our perspective and work towards a resolution that will release us from the timeshare agreement and all financial obligations associated with it.

  Customer Answer

  Date: 01/09/2024

  We do not accept ****** response. We have already been in communication with ***** and we have explained that our dissatisfaction does not stem from a feeling of being misled but rather from being unquestionably misled by their sales team. It is the lack of transparency and pertinent information during the sales presentations that has led us to request an immediate termination of our timeshare contract. We believe that the miscommunication and omission of crucial details from their sales team constitute valid grounds for termination. Our intent is not to disregard our contractual obligation but rather to rectify a situation that has caused us significant frustration and dissatisfaction. We hope that ***** and MVC can understand our perspective and work towards a resolution that will release us from the timeshare agreement and all financial obligations associated with it.

  Business Response

  Date: 01/24/2024

  Following our office's initial response to the owner on December 11, 2023, a subsequent response was provided on December 13 2023, below.  Although we are not agreeable to cancel the owner's contract, we would welcome the opportunity to assist with the usage of the vacation ownership.

  Dear *******************************,
  

  Thank you for your additional sentiment. The concerns you have outlined are specifically disclosed at the time of purchase to ensure that our owners understanding matches the terms of purchase,  I am sorry for your continued dissatisfaction however the terms of your purchase were agreed upon and there are no findings that warrant cancellation of your contract(s). 
  
  As an advocate for valued owners such as yourself, I am absolutely committed to representing all owners.  With that commitment, I must also ensure that the terms of the purchase and vacation ownership use guidelines are applied consistently.  I regret that you felt misinformed during your sales presentations and that we failed to delivery upon your expectations.  I sincerely care about your satisfaction with your ownership but cannot disregard your contractual obligation.
  
  Again, I would be pleased to assist you in utilizing your vacation ownership.
  
  Sincerely,

  
  

• Initial Complaint

  Date:11/20/2023

  Type:Customer Service 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 the 19th of November we arrived at our timeshare using bonus options we still had. We updated our timeshare options back in March and was told by the sales rep that we didn’t have to attend another “update” presentation as it was already done for the year. Well arriving on Sunday, the rep started asking for time when to go to the “update”. We stressed that we already went this year. Rather then argue we setup the date. The following date we went to the “update” and the rep began showing us how the system can be used which was already showed back in March. Then here comes the sales pitch of offering upgraded packages to which we refused as we already upgraded our package back in March and the year before in April. The sales manager has a hard time understanding the meaning of “No”. We even explain why even though we didn’t have to and the “update” presentation went past the “75” minutes that was stated as we started at 8:30 and didn’t leave till 10. They offered a “gift” to which if you don’t go, they charge you for it anyways.

  Business Response

  Date: 11/30/2023

  We are sorry to read about the concerns related to the sales presentation. We always want everything to be perfect, but we know that is not always the case. Therefore, we appreciate the feedback, as it gives us an opportunity to improve.

  Business Response

  Date: 12/04/2023

  We again apologize for the experience. I'm also sorry this guest felt unsatisfied with the original response. We do take the feedback seriously, and we shared it with the sales leadership team the day the concerns were brought to our attention. We shared it with the sales leadership team to use to try to prevent any concerns in the future.

  Customer Answer

  Date: 12/04/2023

  
  
  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.  Since we have been owners since 2013, we have seen somewhat of a downhill trend.  For 2024 we’ll see if any changes will or have been made.
  
  
  
  Sincerely,
  
  
  
  ****** ****