Complaints

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

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  Marriott Vacations Worldwide

  P O Box 690549 Orlando, FL 32821

• 

  Marriott Vacations Worldwide

  500 East Fairway lane Galloway, NJ 08205

• 

  Marriott Vacations Worldwide

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

• 

  Marriott Vacation Club International

  1401 Lee Hwy Arlington, VA 22209-1201

• 

  Marriott Vacations Worldwide

  21 S Fort Lauderdale Beach Blvd Fort Lauderdale, FL 33316-1503

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:11/15/2023

  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.

  The experience we have had with this company has caused significant stress and financial burden for my family, and we believe that we were misled about the nature of the product we were purchasing.At the sales presentation, we explicitly asked if the product being offered was a timeshare. The sales representative assured us that it was not a timeshare but rather property ownership. We were led to believe that we would have no trouble booking stays at any of their facilities. However, after we signed the contract, we found out that nothing was available for nearly a year or longer. This situation has been particularly challenging for my wife who is disabled and has had several health issues, including diabetes-related amputations and open-heart surgery in the past year. We thought that owning a vacation property would provide us with opportunities for relaxation and enjoyment, but instead, it has only added to our stress and financial strain. We were also not informed of the 10-day grace ****** during which we could cancel our purchase. Had we known about this, we would have certainly exercised this right. When we tried to contact the company to discuss our concerns, reaching anyone was nearly impossible. The rescission clause in the contract was also incredibly hard to find. In light of these circumstances, we are requesting your assistance in addressing this matter with Marriott ************** We feel that we were duped into this agreement and want to cancel our ownership without further financial obligation.

  Business Response

  Date: 12/15/2023

  We are very sorry to receive this complaint from *************  In review of his ownership profile, ************ purchase ***** Marriott ************* Destinations points on May 23, ****, with first year usage ****.  ************ can use these club points to plan fantastic vacations at more than 90 Marriott, Sheraton and Westin ************* resorts, as well as hundreds of other travel options through our Explorer Collection.  Reservations may be requested up to one year in advance and are subject to availability on a first come, first served basis.

  At the time of purchase ************ was provided with all of the information that was necessary to make an informed purchase decision.  The Contract for *************************** Checklist and other disclosure documents are clear that his purchase was part of a vacation ownership program, the club points are considered deeded real-estate.

  **************** purchase closed on June 8, 2023.  The 10-day rescission policy was disclosed to ************ just above the signature line of his contract in bold, conspicuous font.  Unfortunately, we are unable to honor **************** request to cancel his purchase after the closing has taken place.  ************ is welcome to list his ownership interests for sale on the external market for a price that he deems fair and reasonable.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20854761
  
  I am rejecting this response because:
  I have said this from the time we received all of the documents.  The first question I asked was and I quote Is the a timeshare?  The salesman said no.  It is property ownership.  Had we known we would never had entered this contract.  There was never a credit check to even find out we could qualify for this contract.   I find it interesting that a 90 minute presentation can turn into a life time of expense.  We tried to book vacations the first month.  There was nothing available when we wanted to go and with my wifes health issues we just cant afford it anyway.  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/16/2024

  The very first paragraph of **************** contract states: "Property Use Rights.  Marriott *********************** a ******** corporation (referred to in this Contract as "Seller") agrees to sell and the aforedescribed Purchaser or Purchaser(s) (referred to in this Contract as "Purchasers") agrees to purchase (Seller and Purchaser individually referred to in this Contract as a "Party" and together as the "Parties"), the following described beneficial interests, which constitutes timeshare estates...."

  ************ also received a series of financing documents that explained the amount of his loan, interest rate, term and payment.  

  After reviewing ************** disclosure documents and sales contract we have determined that he received all of the information necessary to make an informed purchase decision.

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travelers insurance through ********* ******** ********* Insurance company to cover 8100 Marriott vacation points used for a 10 day trip planned to Maui Ocean Club resort for9/17-9/27/2023. Shortly after the devastating fire in Maui we began receiving communications from Marriott vacation club indicating that there power and staffing were unstable; the could no amenities and were not checking in guest . In addition up to about a week before our scheduled travel they advised that the governor discouraged non-essential travel to the island. We then filed a claim with ********* ******** ****** ** and my claim was denied stating that the facility was open on 9/15/23. I was advised to contact Marriott customer service which I did. Customer advised me to appeal the denial stating that the Ocean Club did not fully open until 10/7/23. I filed the appeal and again the claim was denied for the same reason. We are an elderly couple (77yrs old) who could negotiate this trip without the amenities usually offered by Marriott. I don't understand how our claim could be denied under these circumstances. ********* Insurance again advised us to contact Marriott vacation club . When I contacted them today they advised I should recontact the Insurance company because the claim should have been approved, I feel I am being shuffled between these to companies with no resolution and I need help.

  Business Response

  Date: 12/06/2023

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

  Customer Answer

  Date: 12/07/2023

  
  
  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:11/08/2023

  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.

  On April 8th ******************************* ******* *******. We were led to believe that this purchase would eliminate our maintenance fees and have ** break even after 10 years of financing. We thought after 10 years, we would be free of any payments. We were essentially buying something that would give us and our family free vacations. The salesman said that this purchase would be the same as 10 years of maintenance fees. They said that we could either pay the same money and keep our current points, OR upgrade to more points and STILL pay the same amount of money, plus an end date of fees. We were also told that the club fees would eliminate rollover fees and cut off dates for points. We didn't discuss the high interest rates because the salesman assured us that we could refinance when we got home. Turns out this was untrue. Now the loan is 15 years instead of 10. We are 70 years old, how long do they want us to pay? He also told us that Marriott would buy back our entire timeshare if we wanted to sell. That was a huge selling point for us! We didnt worry about the rescission period because we believed what our sales rep told us. We felt heavily pressured by our salesman (Said El Ouga Doudi). After our meeting, we thought of some questions to ask our salesman so we called his phone and got no answer or voicemail. He had told us to call him anytime! We tried calling several times in the next few days. No answer!! We thought we were stuck. We didnt know about the cancellation period. During this last contract, we had no interest in buying more points. We just thought we were going to eliminate our maintenance fees in 10 years saving our family money in the years to come. We are totally dissatisfied with the entire timeshare business! We have been lied to the whole time. We feel we have been taken advantage of. We would like a full cancellation of our timeshare contract and the elimination of any monies owed.

  Business Response

  Date: 12/06/2023

  We are sorry for Mr. and Mrs. ***** dissatisfaction especially considering their owner tenure having originally purchased ****************** in February 2012.
  
  In review of documents associated with the Sheraton Flex vacation package purchase on April 4, 2023, we do reflect the ownersagreement to the purchase contract and terms of purchase.  We also note that ***********************, Customer Advocacy Manager communicated directly with the owners in October 2023 discussing the overall product benefits, use, annual maintenance fees, and purchase terms.  ***** further elaborated on the upgrade purchase from a biennial vacation interest to annual occupancy.  She also reviewed the launch of the Abound program and available online information.
  
  ***** offered to assist with the use of their ownership but declined their request for cancellation.  We concur with the previous findings and therefore our position on the matter has not changed.

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20823090
  
  I am rejecting this response because: When we really needed assistance and were trying to figure out details about what we had purchased, in the cancellation period, the salesman refused to answer. We called several times within a few days. We didn't know there was a cancellation period, but regardless we reached out for assistance right after the purchase, before the cancellation period is over. It felt like the salesman was purposefully avoiding our calls and questions so we wouldn't cancel during the legal cancelling period.

  A major reason why we did purchase this contract was the promise of maintenance fees ending in 10 years. Staying on our past contract was going to make it so we had never ending maintenance fees, whereas we were promised that after 10 years we wouldn't have any more maintenance fees with our current contract. We felt taken advantage of when we realized that the maintenance fees are never ending with this contract.

  Even ***** explained everything about our current membership, it didn't correct the horrific lies we were told. We were happier before with our membership. These blatant lies just poisoned everything. We honestly feel like we are in a nightmare.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 12/12/2023

  We regret the owner's continued dissatisfaction; however, we have confirmed their agreement to the terms of the purchase and the contractual obligation. As previously conveyed, Owners who have an active loan may sell their vacation ownership interest on the secondary market with the obligation of paying said loan(s) in full prior to transfer of title/deed to a new purchaser.
  

  Their complaint has been addressed by a member of Customer Advocacy who responds on behalf of the Executive Office.

  While we would be pleased to assist the owner with the use of her your vacation ownership, we respectfully decline repurchase or cancellation of their purchase.

  
  

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20823090
  
  I am rejecting this response because:

  When we are being avoided so we don't cancel, I feel like that is very unethical and slightly illegal. We weren't aware of the investment that was involved because we were lied to about the amount of time we had to pay. We thought we were done after 10 years. We were made promises that turned out to be very untrue. We have been taken advantage of. And your response is to not help us at all, but just brush us under the rug or just pass us off to the next person (or business) and leave us as their problem.

  We would most assisted by taking back our contract.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/08/2023

  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.

  We are new members of the vacation club. When we started we set up our account online for auto pay. The payment was made May, June and July. When your company performed a system change our autopay was dropped. We found out about this in October when our credit was reported late. We called and made the arrears payment and reset the autopay. Upon asking for the late payment to be removed from our reporting we were notified that it was our fault and the reporting was correct. This is how they treat their new clients. I will start reviewing how to cancel my contract and seek legal help if necessary due to the damage they caused my business.

  Business Response

  Date: 12/06/2023

  We have reviewed this matter with the assistance of our financial services management team and determined that Mr. ********* was never enrolled into an automatic loan payment program.  Notes on Mr. **********s account stated that he told our collections team a couple of times that he thought he enrolled in the automatic payment program, and they explained during those calls that he was not enrolled.  Mr. ********* received several phone calls and at least one collection letter prior to credit reporting taking place.  This is in keeping with regulatory standards for collections on delinquent mortgage loans.  Mr. ********* did not respond to financial services phone calls or letter until after his account was reported delinquent.  

• Initial Complaint

  Date:11/08/2023

  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've been unable to use the timeshare despite paying all associated fees. Availability is consistently limited, and even when I find a suitable option, it's often unavailable due to insufficient points or undisclosed reasons. This has caused significant stress for my family. I now insist on the immediate cancellation of our agreement and a refund of outstanding funds.Sheraton Vistana's misrepresentations and the financial and emotional strain caused by this timeshare compel me to seek cancellation. I expect your response to include cancellation paperwork and an update on the refund owed to me due to the property's unavailability as advertised.

  Business Response

  Date: 12/08/2023

  Thank you for the opportunity to respond to Ms. ****** concerns surrounding her July 25, 2019 Sheraton Flex vacation package.  We sincere apologize for her dissatisfaction.
  
  Our portfolio (for more than three decades) has largely been built upon word-of-mouth referral and existing brand loyalty. Sales presentations provide information surrounding the latest products and services, offering an opportunity to purchase branded vacation ownership.  It is disappointing that ************** indicates a lack of available resorts.
  
  Review of documents associated with the purchase reflects the owners signed agreement to the terms of the purchase (including package price, finance term, monthly payment, and interest).  Additionally disclosed is a 10-day cancellation period. It is the responsibility of the purchaser to review their purchase documents and identify if they wish to continue with their purchase within the cancellation period. As there is no evidence to support cancellation of the contract, the request for cancellation is respectfully declined.
  
  Ms. ****** account reflects banking of her StarOptions for her first-year use (in 2021) as well as a banked StarOption transaction for her 2022 use year.  The Sheraton Flex program allows owners to reserve 1 to 14 nights at one of their 9 home resorts during their home resort priority period (**** months in advance of desired arrival) or reserve 1 to 14 nights during the Vistana Signature Network float period 8-0 months in advance of desired arrival.
  
  For 2023, the owner has a total of ****** StarOptions which will expire on December 31, 2023.  We would be agreeable to extend this expiration as a one-time courtesy until December 31, ****, if the owner brings their **** past due annual assessment of $598.50 and $240.00 club dues current.
  
  We would then be pleased to assist the owner in the use of their ownership.

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20815388
  
  I am rejecting this response because: They failed to acknowledge that there would be an extra cost to the international travel that was promised during our meetings. This has left me unable to utilize the timeshare, with no available properties, despite my cooperation with payment. I have sent two letters this year, which they claim was never received, but reached out after it says it was sent. This was a vision of financial gain for them, with no clarity at all. They failed to speak over the undisclosed reasons that have been mentioned to me time and time again. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/13/2023

  As disclosed on the purchase contract and in the Vistana Signature Network Owner Membership Agreement, the Network Operator has made arrangements with an external exchange operator (External Operator) as further described in the purchase and sale agreement for the vacation ownership interest to provide an external exchange program (External Exchange Program).    The External Operator is not an agent for the Network Operator or Seller and no representations or promises made by the External Operator or its agents, are binding on the Network Operator or Seller.  An owners use of the External Exchange Program is voluntary and is subject to the rules, regulations, terms and other restrictions which will be set by the External Operator from time to time.  Annual Membership in the External Exchange Program is included in the Vistana Signature Network membership, but any additional fees incurred, such as exchange transaction fees, is at the option and expense of the owner. 
  
  In addition to the External Exchange Program membership with *********************** in August 2022, communications regarding the Abound by Marriott Vacations, consolidated club dues, and Owner Benefit Level have been provided to owners via email and on owners website (www.vistana.com).
  
  With the launch of Abound in late November 2022, owners may continue usage of their Home Resort or Vistana Signature Network benefits, or access Marriott ************* resorts and benefits if desired.
  
  As a compliment to how owners may use their vacation ownership today, the Abound exchange program gives more vacation choices.  Owner can now elect to receive club points,which gives owners access across an expanded collection of 90+ premium resorts.
  
  When Club Dues are paid, the following VSN a la carte fees will be eliminated:
  Additional housekeeping fees associated with multiple reservations (over and above the one housekeeping
  fee included in your maintenance fee)
  Banking StarOptions fee
  Reservation cancellations and rebooking fees
  ********************** membership
  Internal Exchange fee with **********************
  Third party guest Fee
  VSN Select transaction fee
  Marriott Bonvoy conversion fee
  
  Again, we are not agreeable to provide cancellation of the contract obligation, but would be pleased to assist with usage.  As the owners account is past due for their **** annual assessment and club dues, we encourage them to bring the account current.
  
  

  Business Response

  Date: 12/14/2023

  Date Sent: 12/13/2023 10:44:04 AM
  As disclosed on the purchase contract and in the Vistana Signature Network Owner Membership Agreement, the Network Operator has made arrangements with an external exchange operator (External Operator) as further described in the purchase and sale agreement for the vacation ownership interest to provide an external exchange program (External Exchange Program).    The External Operator is not an agent for the Network Operator or Seller and no representations or promises made by the External Operator or its agents, are binding on the Network Operator or Seller.  An owners use of the External Exchange Program is voluntary and is subject to the rules, regulations, terms and other restrictions which will be set by the External Operator from time to time.  Annual Membership in the External Exchange Program is included in the Vistana Signature Network membership, but any additional fees incurred, such as exchange transaction fees, is at the option and expense of the owner. 
  
  In addition to the External Exchange Program membership with *********************** in August 2022, communications regarding the Abound by Marriott Vacations, consolidated club dues, and Owner Benefit Level have been provided to owners via email and on owners website (www.vistana.com).
  
  With the launch of Abound in late November 2022, owners may continue usage of their Home Resort or Vistana Signature Network benefits, or access Marriott ************* resorts and benefits if desired.
  
  As a compliment to how owners may use their vacation ownership today, the Abound exchange program gives more vacation choices.  Owner can now elect to receive club points, which gives owners access across an expanded collection of 90+ premium resorts.
  
  When Club Dues are paid, the following VSN a la carte fees will be eliminated:
  Additional housekeeping fees associated with multiple reservations (over and above the one housekeeping
  fee included in your maintenance fee)
  Banking StarOptions fee
  Reservation cancellations and rebooking fees
  ********************** membership
  Internal Exchange fee with **********************
  Third party guest Fee
  VSN Select transaction fee
  Marriott Bonvoy conversion fee
  
  Again, we are not agreeable to provide cancellation of the contract obligation, but would be pleased to assist with usage.  As the owners account is past due for their **** annual assessment and club dues, we encourage them to bring the account current.

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20815388
  
  I am rejecting this response because: It answered absolutely nothing in regards to what we previously stated. They sound like a broken record time and time again. Even after the rebuttal, they sent a lazy response that they clearly copy and pasted from their end. This still lacks the substance that we at least deserve to this point. They haven't responded about the lack of availability, which they seem to simply agree upon on by refusing to rebut. Sending over a lazy copy and paste just intensifies and proves that this has been a huge misrepresentation on their end. Once again, failing to acknowledge even the smallest of information we've sent over. We expected a more thorough response, but are not shocked at the lack of effort on their end. We still expect cooperation on the cancellation of our timeshare as they clearly lack clarity and honesty within their responses. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/14/2023

  As disclosed on the Purchasers Acknowledgement, reservations are confirmed on a first come, first served based, subject to the Reservation Rules. We would refer the owner to reference the terms of the purchase contract as well as the Vistana Signature Network rules and regulations.  Additionally, the owner may access information surrounding the Abound program on their owner dashboard at www.vistana.com.

  We find that the purchase was conveyed appropriately, including the 10-day cancellation period (stated on the Purchase and Sale Agreement and Receipt for Vacation Ownership Documents).  We maintain our position and respectfully decline request for cancellation.

  Customer Answer

  Date: 12/20/2023

  Please reopen the case as I would like to provide a response.

   

  regards,

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

  Customer Answer

  Date: 12/27/2023

  Please reopen the complaint as I would like to respond.

• Initial Complaint

  Date:10/12/2023

  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.

  Due to the Maui fires and at the direction of the Maui Governor we cancelled our stay at this hotel and have requested a refund. The hotel is refusing to work with us on any resolution and are denying a refund or partial refund. This is a special circumstance, we did not intend to ever cancel our vacation however, the fires occurred and we made the hard decision to cancel our vacation. The fires began August 8, we cancelled August 10 since the island was still on fire. I spoke with a hotel rep. August 15 to open a case regarding a refund of our hotel stay. I continued to email the hotel without response until September 12 when we received an email stating the hotel is only refunding customers through October 31. Our hotel stay was set for November 16, 2023. Again, this is extremely disappointing given the circumstances surrounding the Maui fires and the fact that this hotel is right outside of those fire lines. We were acting out of best interest given the island was on fire and not cancelling because we suddenly decided we didn't want to go. We are still requesting the hotel take all of that into consideration and will issue a full or partial refund.

  Business Response

  Date: 11/14/2023

  We are sorry to learn about Mrs* ******** frustration regarding a Maui hotel reservation.  In order to look into this matter we will ask Mrs. ***** to please provide the following information:  Name of the resort where the reservation was made, confirmation number, dates of stay and the name on the reservation.  Once we have this information, we will be better able to review the specific details of Mrs* ******** reservation.  

• Initial Complaint

  Date:09/29/2023

  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.

  ********* was purchased September of 2022 We were promised our timeshare points would be available for us to use January of 2023 We have now paid a year and still have not been given our yearly points. We tried contacting the women ******** who sold us this timeshare she only answered questions up until we told her we spoke with an agent on the phone and they told us we were lied to and points do not start till January 2024. While vacationing this September we sat down with the ********* company and we were told what we purchased we would not be able to get what we were promised that the amount of points would not be enough even though we were told it was when we purchased. We shared our frustration they told us we should have received a phone call to explain this all but they could see we didnt and all they tried to do was up sell us and told us they couldnt do anything for us unless we gave them more money. We also were told the company would buy out the time share at ANY point so we asked to do that and they said it has to be paid in full. That is also NOT what were were told when we purchased. We are not getting what we were verbally promised and no longer want to do business with this shady company. We would like a refund on the money we have paid for the past year if possible and for the contract to be terminated as we will not be paying anymore money to them. **** ********* Contract number:300213

  Business Response

  Date: 10/12/2023

  Hello - 

  I am writing as this complaint is for a different business. We are the ********************************************************************************************************. Our address is ************************** (our website: ********************************************************************************* (**************************). Sheraton Vistana is ***************************************** (Resort Villas | ************************************************* Villas I-Drive/******* (**************************)

  Can I ask this be removed? I will respond to the claim to alert this customer they sent to the wrong business. 

  Business Response

  Date: 10/12/2023

  Hello, 

  Thank you for sharing your feedback and overall concern. We are not the business you wish to seek resolution with as we are a **************; 1 of 446 ********************** globally. ********************** is where you seek resolution. 

  The below property name and address where your BBB complaint should be directed: 

  Sheraton Vistana is ***************************************** (Resort Villas | ************************************************* Villas *************** (**************************)

  Regards, 

  ****************************************** Resort 

   

   

  Customer Answer

  Date: 10/12/2023

  Hello,

   

  As stated in the message from the business.

  The correct business information is 

  Sheraton Vistana 8800 Vistana ****************************

  This was also written on the faxed in paper work.

  Please let me know if you are able to help further to get this matter to the correct business.

   

  Thank you 

   

  Business Response

  Date: 03/06/2025

  Our records reflect that Mr. ********* acquired ****** StarOptions in the Sheraton Flex Program on September 26, 2022.  The contract was written with 2024 as first year of usage.  ****** StarOptions were awarded to Mr. ********* in 2023.  These were purchase incentive StarOptions that he received as a "thank you" for his purchase.  

  Mr. ********* relinquished ownership of his StarOptions via Deed in Lieu of Foreclosure on July 29, 2024.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 20672416
  
  I am rejecting this response because:these points got us nothing we were promised all the things in the initial meeting when we purchased. We were lied to we couldnt even use the points when we were told we could use them immediately. When we went to a follow up meeting they said that we needed to buy more points because we could get nothing with these. We NEVER even used ANY points. We should be reimbursed for everything we paid prior to giving up the deed. 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 03/13/2025

  Unfortunately, it is not possible to refund Mr. ********* for his purchase as the transaction occurred long ago.  A deeded real estate purchase of this kind cannot be refunded after the closing date.  Mr. ********* no longer owns the ownership interests in question and we consider this matter closed.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 20672416
  
  I am rejecting this response because:your business is a SCAM and I will be sure to let all friends and family know as well as message boards and the post all over the internet. 
  I do not wish to hear further from this business unless they are offering me the money that was put out for something that we NEVER were able to use. 
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:09/27/2023

  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.

  To whom it may concern at the Better Business Bureau,
  
  I am writing to formally file a complaint against Marriott regarding their deceptive practices. My wife and I were misled into purchasing a timeshare that we have been unable to utilize. During a lengthy meeting, we were subjected to high-pressure sales tactics, bombarded with various prices and examples to confuse and overwhelm us. Unfortunately, we were given false information by the sales representatives.
  
  Initially, we were assured that our maintenance fees would remain unchanged, which turned out to be untrue as they increase annually. Furthermore, we were promised unrestricted availability to book the timeshare, which has proven to be another falsehood. Despite numerous attempts to make reservations, there has been absolutely no availability.
  
  To date, we have spent a considerable amount of money on a timeshare that we have yet to utilize. The monthly fees, in addition to the initial cost, have become a significant financial burden. This unfortunate situation has not only affected us financially, but it has also impacted our ability to save for future family vacations. Regrettably, we have had to cancel a planned family trip due to the unavailability of the timeshare in our desired location.
  
  Given the circumstances, we kindly request your assistance in investigating this timeshare company and holding the responsible travel business executive accountable for their deceptive practices. We sincerely hope that you will address this matter promptly.
  
  Thank you for your attention and consideration.
  
  
  Best regards,
  
  ******* *** ******** *******

  Business Response

  Date: 10/08/2023

  Thank you for allowing us the opportunity to
  review *** ********* concerns surrounding their November 2022 purchase of a
  Sheraton Flex vacation package.  We are
  sincerely sorry for their dissatisfaction.
  
  For more than three decades, Vistana Signature
  Experiences has delivered branded resort vacation experiences.  Sales presentations provide information
  surrounding the latest products/services and there is no obligation to
  purchase.
  
  To aid in how the product was sold, our office (JoAnn
  C*****, Customer Advocacy Manager) has reviewed documents associated with the
  purchase and confirmed the owners’ signed acknowledgement and agreement to the
  terms of the purchase.
  
  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.
  
  The current year’s 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 year's annual assessments and a per
  point cost.  The Vacation Ownership
  Notification further states that as an owner and a member of the Condominium
  Association, owners are responsible for paying assessments (including real
  estate taxes) beginning the year before the owner's first occupancy year.  Further stated is that the amount is subject
  to change each year, as determined by the association.
  
  Although the owners’ first year occupancy for their
  ownership begins in 2024, bonus *********** were provided to the owners (posted
  in June 2023) as a first day purchase benefit. 
  Bonus *********** can be used to reserve a vacation period at a Vistana
  Signature Network resort (and expire on December 31, 2025).
  
  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 owner's signed agreement.  We would welcome the opportunity to assist
  the owners in the use of their vacation ownership but cannot disregard their
  contractual obligation.
  

  Business Response

  Date: 10/08/2023

  Thank you for allowing us the opportunity to
  review *** ********* concerns surrounding their November 2022 purchase of a
  Sheraton Flex vacation package.  We are
  sincerely sorry for their dissatisfaction.
  
  For more than three decades, Vistana Signature
  Experiences has delivered branded resort vacation experiences.  Sales presentations provide information
  surrounding the latest products/services and there is no obligation to
  purchase.
  
  To aid in how the product was sold, our office (JoAnn
  C*****, Customer Advocacy Manager) has reviewed documents associated with the
  purchase and confirmed the owners’ signed acknowledgement and agreement to the
  terms of the purchase.
  
  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.
  
  The current year’s 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 year's annual assessments and a per
  point cost.  The Vacation Ownership
  Notification further states that as an owner and a member of the Condominium
  Association, owners are responsible for paying assessments (including real
  estate taxes) beginning the year before the owner's first occupancy year.  Further stated is that the amount is subject
  to change each year, as determined by the association.
  
  Although the owners’ first year occupancy for their
  ownership begins in 2024, bonus *********** were provided to the owners (posted
  in June 2023) as a first day purchase benefit. 
  Bonus *********** can be used to reserve a vacation period at a Vistana
  Signature Network resort (and expire on December 31, 2025).
  
  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 owner's signed agreement.  We would welcome the opportunity to assist
  the owners in the use of their vacation ownership but cannot disregard their
  contractual obligation.
  

  Business Response

  Date: 10/26/2023

  
  We are sorry for the owners’ ongoing dissatisfaction and would welcome an opportunity to assist them with use of their Sheraton Flex vacation ownership. JoAnn C*****, Customer Advocacy Manager has recently communicated with the owners (via email) offering assistance with the use of their ownership.
  
  The owner’s first year use is 2024 and their 44,000 Sheraton Flex Home Options may be reserved at a Home Resort (Sheraton Flex has 9 home resorts) beginning at 12-8 months prior to the desired arrival date.  At 8-0 months in advance, reservations may be made for available Vistana Signature Network (“VSN”) resorts.
  
  The first day purchase incentive issued the owners 88,000 bonus *********** (available until 12/31/2025) which may be combined with their annual use *********** (44K) as well to reserve during VSN (8-0 months in advance.
  
  While we are dedicated to representing all owners, we must ensure that the terms of the purchase and vacation ownership use guidelines are applied consistently.  As you did not cancel your purchase within the 10-day rescission period, the sales proceeded and closed.   While we sincerely care about your satisfaction, your contractual obligation cannot be disregarded.
  
  As you have financed your purchase, the term of your loan includes a specified interest rate, monthly payment, and term.   Your monthly payments are current with the next scheduled loan payment on 11/15/23.  In the event the account becomes 30 days past due it is reported to the credit bureau.  Vistana Signature Experiences, Inc. adheres to the Fair Credit Reporting Act and reports accurate account information which cannot be altered.  At 120-days past due the default process begins.
  
  Again, we hope that the owners will allow Ms. C***** the opportunity to assist them.

  Business Response

  Date: 10/26/2023

  
  We are sorry for the owners’ ongoing dissatisfaction and would welcome an opportunity to assist them with use of their Sheraton Flex vacation ownership. JoAnn C*****, Customer Advocacy Manager has recently communicated with the owners (via email) offering assistance with the use of their ownership.
  
  The owner’s first year use is 2024 and their 44,000 Sheraton Flex Home Options may be reserved at a Home Resort (Sheraton Flex has 9 home resorts) beginning at 12-8 months prior to the desired arrival date.  At 8-0 months in advance, reservations may be made for available Vistana Signature Network (“VSN”) resorts.
  
  The first day purchase incentive issued the owners 88,000 bonus *********** (available until 12/31/2025) which may be combined with their annual use *********** (44K) as well to reserve during VSN (8-0 months in advance.
  
  While we are dedicated to representing all owners, we must ensure that the terms of the purchase and vacation ownership use guidelines are applied consistently.  As you did not cancel your purchase within the 10-day rescission period, the sales proceeded and closed.   While we sincerely care about your satisfaction, your contractual obligation cannot be disregarded.
  
  As you have financed your purchase, the term of your loan includes a specified interest rate, monthly payment, and term.   Your monthly payments are current with the next scheduled loan payment on 11/15/23.  In the event the account becomes 30 days past due it is reported to the credit bureau.  Vistana Signature Experiences, Inc. adheres to the Fair Credit Reporting Act and reports accurate account information which cannot be altered.  At 120-days past due the default process begins.
  
  Again, we hope that the owners will allow Ms. C***** the opportunity to assist them.

  Customer Answer

  Date: 11/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Sheraton Vacation Club / Marriott continually tries to drill home the idea that we needed to cancel within 10 days.
  
  My attachment is the exact reason why this is a lousy/immoral/unethical expectation.
  
  The attached document shows that we were not given access to any of our online owner information -- to be able to peruse & book at our leisure -- until after 14 days from the time of signing our paperwork.
  
  However, the transaction is supposedly closed after 10 days.
  
  What a conundrum...
  
  Essentially, I can't even browse through what I just purchased for at least 14 days... Yet you expect me to vet you out in the first 10 days?!?!? How on earth am I supposed to know what I truly have purchased (and what my experience is going to look like) in 10 days when I can't even access your websites/information for 14 days???
  
  I have a million complaints about how you operate your business, and how unethical you were during the entire sales process and now after the fact.
  
  But this is black and white. No further explanation needed. There is no justification for you to rely on your "10-day" explanation when I have now debunked why your 10-day explanation is utter garbage. Immoral/unethical is a very kind way of putting it...
  
  Thank you and good day!
  

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

  Customer Answer

  Date: 11/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Sheraton Vacation Club / Marriott continually tries to drill home the idea that we needed to cancel within 10 days.
  
  My attachment is the exact reason why this is a lousy/immoral/unethical expectation.
  
  The attached document shows that we were not given access to any of our online owner information -- to be able to peruse & book at our leisure -- until after 14 days from the time of signing our paperwork.
  
  However, the transaction is supposedly closed after 10 days.
  
  What a conundrum...
  
  Essentially, I can't even browse through what I just purchased for at least 14 days... Yet you expect me to vet you out in the first 10 days?!?!? How on earth am I supposed to know what I truly have purchased (and what my experience is going to look like) in 10 days when I can't even access your websites/information for 14 days???
  
  I have a million complaints about how you operate your business, and how unethical you were during the entire sales process and now after the fact.
  
  But this is black and white. No further explanation needed. There is no justification for you to rely on your "10-day" explanation when I have now debunked why your 10-day explanation is utter garbage. Immoral/unethical is a very kind way of putting it...
  
  Thank you and good day!
  

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

• Initial Complaint

  Date:09/26/2023

  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.

  On Aug 28, 2023 - I attended a Sales presentation with my wife and kids at Marriott Vacation
  Club office in NYC. 1. They made false promise during the sales
  presentation on resort availability. 2. They forced my to purchase a new Credit Card co
  branded with Amex, for points and other benefits and then recommended I can close in 19
  months. 3. While the signing process ; we were rushed to keep moving to next pages, we
  both were there when one of the team member started to skip pages in the Ipad, from over
  our shoulders, stating she is helping to get this done quickly. This is very deceptive way to
  conduct business. Loan Amount : 28,272.60 Closing Cost : 1,132.60 Lender name : Marriott
  Ownership Resort, Inc Address : PO Box 24747, Lakeland, FL 33802 Lender Contact :
  Geovanna Beltran Lender Contact : ************************ Settlement Agent Contact
  : Yolonda W******* Settlement Agent Contact : ************************  Steps taken
  1. I have been in touch with the NYC sales team to exist/ stop this email date Sep 10. They have
  been very misleading and keep forcing me saying that I must wait for 30 days for the
  account to get set-up, even when I can clearly see that they do not have any availability for
  locations offered as part of the vacation club. That when I started to understand they made
  false promises and scam they are probably oversubscribed and other owners may also
  struggle to book. They made many false promises during the sales presentation, which I
  have laid out in the email attached. Now they are threatening me that I have to forfeit the
  amounts paid as I am outside 10 days recission period. Which they did not inform us about
  during the contract signing and probably made me skip when one of the sales team
  member she skipped pages for us and rushed the contract signing.
  2. No respond or acknowledge.
  3. I have reported fraud and disputed the transactions made on **** card
  to ensure they are aware of fraudulent and misleading practices of their sales team.

  Customer Answer

  Date: 10/03/2023

  Hi

  I have attached the Authorization form with my sign and date.

  Please progress. 

  Best

  *****

  Business Response

  Date: 10/12/2023

  We are sorry to receive this complaint from Mr. *****.  Mr. ***** has been contacted by Phil B****** Director of Sales at Marriott Vacation Club Pulse, New York City.  We will respond to each of Mr. *****'s concerns in the order of which they are presented within his complaint.  Relevant copies of Mr. *****'s purchase documents are attached wherein he acknowledged his understanding of resort availability, the rescission period and the proper process for cancelling his purchase.

  1.  Mr. *****'s sales executive made no false promises about resort availability.  A copy of Mr. *****'s Quality Assurance Checklist is attached and within Mr. ***** acknowledged his understanding of the following disclosure statement: "The ability to confirm a specific reservation request is dependent upon the timeshare interests and use periods available or as provided by the provider of accommodations or services. Therefore, the MVC Exchange
  Company cannot guarantee specific resort choices, dates of travel, or types or sizes of accommodations. The earlier a reservation is requested, the better the possibility that a specific request may be confirmed."  

  Currently, plenty of availability exists in Aruba where Mr. ***** may redeem his club points for a new reservation during the months of August, September and October of 2024.  Current availability can change at any point in the future as owners make their vacation plans for next year.  Mr. ***** is encouraged to contact our Owner Services office at 800-845-4226 in order to inquire about current availability and to book his next vacation stay.

  2.  Mr. ***** was not forced to sign up for an ******** ******* card.  During the sales preview purchasers are educated on the benefits of signing up for the ******** ******* Bonvoy credit card.  The credit card helps members earn Marriott Bonvoy points that can be used for future hotel travel and other benefits of the Marriott Bonvoy hotel loyalty program.  Mr. ***** completed the application for this credit card on his own.  

  3.  The sales department followed the appropriate process for contract signing.  Mr. ***** was given the opportunity to read each page of the contract.  He also left the sales gallery with a copy of his sales contract.  The contract explains that new purchasers have up to 10 days to cancel the transaction for any reason.  Mr. ***** signed the contract, and the 10-day rescission period is disclosed just above his signature in bold, conspicuous font.

  4.  We acknowledge that Mr. ***** did email his sales executive on Sunday, September 10th expressing his intention to cancel the purchase due to a lack of availability in Aruba.  Mr. *****'s contract was signed on August 27th and the rescission period ended on September 6th.  Furthermore, Mr. ***** did not follow the correct process for contract cancellation.  A written cancellation letter should have been mailed or emailed to the New Owner Administration department as instructed within the cancellation terms of the attached purchase agreement.  This action was not carried out by Mr. *****.  Mr. *****'s purchase closed before the New Owner Administration department received communication of his intention to cancel the purchase.

  The club points that Mr. ***** purchased are considered to be a form of deeded real-estate.  We are unable to honor Mr. *****'s request to undue a closed real-estate transaction.  Mr. ***** will be responsible for the agreed upon terms of his ownership.  We are confident that, given the opportunity, Mr. ***** will have success using his club points to plan many memorable vacations at our world-class resorts.

   

• Initial Complaint

  Date:09/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. We stayed at the Westin Kaanapali Ocean Resort Villas North in Maui during the Maui fires. We were stranded and not able to get back to the property before flying out to the mainland. They told us our property is in a secure location and will be shipped back to us. As I tracked our electronics, I found that an item was removed from the room and now located in another part of the island. I reported the issue as requested to a number that Marriott provided to the guests during the power outage at the resort. Then I found out another family who stayed at the same resort had their property stolen and tracked it to the same location that I tracked mine to. I have stopped receiving communication as I threatened to reach out to the media and post on social media. For a huge corporation like Marriott, I find their response to a serious allegation like this to be archaic and very passive. Please help!

  Business Response

  Date: 09/20/2023

  Marriott International has
  verified this complaint should be routed to Marriott Vacations Worldwide
  Corporation as it relates to a Timeshare Owner or MVWC managed Hotel
  issue.  
  
   - Gregory “Greg” ******, Sr. Liaison,
  Marriott's Corporate Office of Consumer Affairs
  

  Customer Answer

  Date: 10/05/2023

  Hi. I just received the resolution e-mail from Marriott and they have sent my replacement AirPods via *****.  This matter is now resolved and the case can be closed.  Thank you!