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.

close

Find a Location

Marriott Vacations Worldwide has 44 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Marriott Vacations Worldwide

  P O Box 690549 Orlando, FL 32821

• 

  Marriott Vacations Worldwide

  500 East Fairway lane Galloway, NJ 08205

• 

  Vistana Resort

  400 Garden City Plaza, Garden City, NY 11530

• 

  Marriott Vacations Worldwide

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

• 

  Marriott Vacations Worldwide

  101 S Atlantic Blvd Fort Lauderdale, FL 33316-1559

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:04/03/2025

  Type:Delivery 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 booked a package that included the option of either ****** points or a $50 gift card upon completion of the 90 minute presentation. However upon completion today, the staff refused to give me either of those gifts. The staff said it was not part of my promotion despite the offer letter clearly including it. This is deceptive consumer advertising.

  Customer Answer

  Date: 04/07/2025

  I submitted the requested authorization form on April 3, 2025. It was emailed to the contact listed above: *********************************************************************

  Customer Answer

  Date: 04/15/2025

  I dont understand the reasons cited for closing my case. For example, what language was inappropriate? Please be specific. 

  Customer Answer

  Date: 05/28/2025

  I previously submitted an authorization form for my complaint. My complaint was then closed without a valid reason. I requested clarification but none was provided.

  I just now received another request for authorization which is attached. 

  Customer Answer

  Date: 05/28/2025

  I previously submitted an authorization form for my complaint. My complaint was then closed without a valid reason. I requested clarification but none was provided.

  I just now received another request for authorization which is attached. 

  Business Response

  Date: 05/29/2025

  Our corporate offices have reached out to **** **** and offered ****** Marriott Bonvoy points due to the resorts sales and marketing team not providing the original promised incentive. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23154076
  
  While I appreciate the businesses acknowledgment of my concern, I am rejecting this response because the offered resolution is insufficient given the effort I've extended to resolve this--first with their staff, their corporate office, and ultimately through the help of the BBB. I've provided correspondence and additional information directly back to the organization for their consideration.

  Thank you BBB for assisting.

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 06/04/2025

  We are sorry that Mr. **** was not satisfied with the gesture of goodwill offer that was extended to him. However, as the offer is double what the original value was, the offer still stands as a last, best and final gesture of goodwill. We will reach out to Mr. **** personally in this instance. Thank you

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  The business amended their original offer in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:03/27/2025

  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.

  We were sold an outright lie by Marriott. They convinced us to buy club points with them by telling us we would be able to book at their Aruba resorts, trade with ****** properties through Interval, and book at all their Caribbean properties. Unfortunately, we have now been owners for 18 months and never once have we been able to book any of these resorts. Each person we talk to tells us a different sales pitch of the trick we need to know to help us book those resorts, but none have worked yet. In addition, Marriott also rents out their timeshare properties on Bonvoy. They charge people on Bonvoy cheaper nightly rates than it costs Owners to use your club points. Owners have to pay Maintenance and taxes on their club points and it should never cost more for an owner to rent a timeshare property than a non-owner. This has gotten so bad that we have yet to find a timeshare property where the club points are cheaper than what it would cost us to rent on Bonvoy. We have paid Marriott $100,000 now to be owners, with no benefit whatsoever over the public. We asked Marriott o politely refund what we paid to be owners and they are refusing to do so. They sold us a complete lie and a product that has zero benefit to us. We could rent the exact same properties at the same price or cheaper if we weren't owners, plus get all the benefits of earning more Bonvoy Points. If anyone doesn't believe me, I will happily share the costs of maintenance and taxes per club point, the club point prices for each property, and then allow you to do your own research on Bonvoy to see how wrong this is. We want our money back from Marriott. What they are doing is wrong and highly unethical.

  Customer Answer

  Date: 04/01/2025

  Please see attached signed release form. Please let me know if you can't open it. 

   

  Thanks,

  **** *******

  Business Response

  Date: 04/09/2025

  We are sorry to receive this complaint from Mr. ************** In review of Mr. ********* account we see that he acquired ***** Club Points in the Marriott ************* Destinations Program on November 12, 2024.  

  It is completely true that owners can redeem their Club Points for stays at all of our Caribbean resorts.  Reservations may be requested up to 13 months prior to arrival and are honored on a first come, first serve basis.  Our Caribbean resorts are quite popular with owners, so there can be some competition which requires early booking, especially during holidays and school breaks.  Currently, Marriott's **************** is available for 7-nights in a two-bedroom villa arriving on either October 16th, 17th, 18th or 19th.  The number of Club Points required for this stay is just 2,350. 

  Using the example above, we will illustrate the fantastic value that Club Points provide to our owners.  Maintenance fees are currently 81 cents per Club Points, so the maintenance fees outlay for this reservation is $1,903.50.  Conversely, if a non-owner was to rent the same reservation on the Marriott website the rental cost begins at $4,458.38 and goes up from there. 

  We also took this opportunity to review Mr. ********* usage history.  While his usage does not technically begin until 2026, Mr. ******* has successfully used first day purchase incentive points to book several reservations at fantastic resorts such as: Marriott's *********************************************************************************************************  ************** needs assistance with receiving the best value from his ownership, he is welcome to contact ************** at ******************* We have hundreds of Vacation Advisors who are well versed in the program, they can certainly assist Mr. ******* with any questions he has pertaining to his Club Points.

• Initial Complaint

  Date:03/25/2025

  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.

  This complaint highlights significant dissatisfaction with Harborside at ******** and Vistana Resorts regarding their refusal to allow us an exit from our timeshare ownership, despite having fully paid it off and the existence of an advertised exit program. We were subjected to high-pressure sales tactics during an extended initial meeting, persuaded into purchasing the timeshare based on unfulfilled promises of flexibility, additional vacation points, and easy booking. Over time, we have encountered escalating maintenance fees, difficulties booking preferred weeks, substandard property maintenance, and even threats of being blocked for declining additional purchases. Compounding these challenges, my husband's stroke in 2014 has drastically affected our ability to vacation and manage the financial burden involved, with attempts to use or transfer the timeshare proving futile. We formally request the cancellation of our timeshare contract to resolve this matter, as it has become an untenable situation impacting both our finances and well-being.

  Business Response

  Date: 04/01/2025

  Unfortunately, our organization does not offer any sort of deed back program or exit option for Harborside Resort at *********  Mrs. ****** is welcome to list her week for sale on the external market for a price that she deems fair and reasonable.  The process is no different than listing a home or any other form of deeded real estate.

  In response to her other allegations, Mrs. ****** has owned this week since 2006.  This is the first complaint that we have received from her in nearly two decades of ownership.  A brief review of her use history reflects many years of vacation enjoyment using the week.  We are sorry to learn of Mr. ******** medical condition and wish the family well during this difficult time.  Mrs. ****** may consider transferring ownership of her week to a family member or close friend who may continue to enjoy many more years of vacations using the ownership interest.

• Initial Complaint

  Date:03/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since our initial purchase, the timeshare has been an enormous financial burden, costing us $4,000 annually without providing the promised advantages. The sales agent suggested that by converting to Marriott's program, we could enjoy annual usage, but this has not been the case. We sought this opportunity to enhance our family travel experiences only to face significant restrictions and a lack of viable options. Moreover, this timeshare is impeding our ability to invest in real estate, as this lingering financial obligation severely limits our purchasing opportunities. Further complicating matters, we were misled regarding tax benefits. My brother and I were assured that both of us would be considered owners and eligible for tax deductions, which was later discovered to be false. Such misinformation has created additional financial strain and disappointment.We were enticed into this agreement with promises of Marriott's extensive benefits, including using points for airfare, entertainment, and dining. However, we have found ourselves unable to leverage these purported benefits, nor access Marriott's full resort network. Our ownership feels second-class, as the dealings through Vistana and LIG do not uphold the standard expected from Marriott. Despite voicing our concerns and declining multiple offers during the sales meeting, we were persuaded by promises such as bonus points, which surprisingly required additional payment. This high-pressure sales tactic has left us with what we now consider the worst financial decision of our lives, and a profound sense of being misled. We kindly seek your guidance and intervention in addressing these predatory sales practices and facilitating the cancellation of our timeshare agreement. The emotional and financial toll has been significant, and we believe it vital to protect other consumers from a similar predicament.

  Customer Answer

  Date: 04/07/2025

  We would really like assistance from the BBB on our complaint. Can you please specify to us why exactly you can not assist us with this? 

  Business Response

  Date: 04/16/2025

  We are sorry to receive this complaint from Mr. ************* In December of 2024, Customer Advocacy Manager ***** ****** received a similar complaint and made several attempts to reach Mr. ************* Mr. ****** refused to discuss his concerns and simply stated that his only goal was relinquishing ownership of his interests.

  Our records reflect that on August 19, 2018, Mr. ****** entered into an agreement to purchase ****** StarOptions in the Westin Aventuras program.  This is an even year use only package with first year occupancy beginning in 2020.  During his time as an owner Mr. ****** used his StarOptions to stay at ******** Vistana Villages in *******, ********  Mr. ****** can redeem his StarOptions for stays at several different Sheraton and ******************** resorts.  He also has the ability to elect his ownership interests to ABOUND Club Points that can be used to arrange reservations at many different Marriott ************* resorts, airmiles, hotel stays, car rental certificates and more.  ************* needs assistance with maximizing use of the program, he is encouraged to contact ************** at ******************* ************** has hundreds of Vacation Advisors who are program experts, they can certainly assist Mr. ****** with his vacation requests.  

  The financial responsibilities that coincide with Mr. ******** purchase was fully disclosed at the point of sale.  The very first page of the contract discloses the purchase price and maintenance fee costs.  We also provide a thorough ***************** Checklist that each owner is required to initial and sign acknowledging that no representations were made by our sales department in relation to the resale potential, rental/investment potential or tax consequences of ownership interests.  

  Currently, Mr. ****** is delinquent on his 2025 maintenance fees.  We encourage Mr. ****** to pay his maintenance fees online or by calling ********************* 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23114907
  
  I am rejecting this response because:
  

  Dear ******* *******,
  From the onset, we were assured that our maintenance fees would remain stable, a promise that was not upheld when the company came under new ownership. This shift has resulted in unexpected financial burdens, which were not communicated at the point of sale as implied.

  
  Since our initial purchase in 2018, we have only been successful in utilizing our timeshare once. Our attempts to use our ownership rights and explore exit options have been met with vague responses rather than feasible solutions. Your suggestion to contact *************** which has been done multiple times, has not resulted in any satisfactory resolution.

  
  We are not attempting to evade our responsibilities but are simply seeking a resolution that respects our initial understanding and current circumstances. Given that the maintenance fees have become unattainable and use of the timeshare has been limited, why is it not possible to return the ownership to be resold to someone who can better afford and enjoy it?

  
  We urge you to reassess our situation and offer a reasonable exit strategy that would prevent both parties from financial loss.
  Thank you,

  
  ******* ****** & ****** *******

  Business Response

  Date: 05/08/2025

  Please note that in the attached Purchasers Acknowledgement document, you signed and initialed your understanding that annual assessments are subject to increase as determined by the owners association. Additionally, you acknowledged that Marriott Vacations Worldwide does not offer a resale program; however, you, as the purchaser, can sell your ownership independently.
  

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered a timeshare contract into with Sheraton/Marriott during a sales presentation in April 2024. I am 80 years old. My daughter, ********, and I were looking forward to a peaceful and quiet vacation after my treatments, but we found ourselves under considerable pressure during the sales meeting to upgrade our ************ the meeting, the sales representatives repeatedly emphasized that we needed to upgrade to accumulate enough points for a cruise we desired. I told them I could not afford the upgrade, but they insisted on pushing the sale, even though I was visibly upset and emotionally distressed.Since the purchase, I have realized that I have been misled regarding the points system and the supposed benefits, particularly for cruises, airfare, and car rentals. I have been told by multiple sales representatives that renting out the timeshare would cover the maintenance fees, but I have received no assistance or clear direction on how to do this. I was never informed about the length of the cancellation period or any buyback program. When I later contacted Sheraton to discuss my concerns, I was told there was nothing they could do to help me.

  Business Response

  Date: 04/01/2025

  Our records reflect that Ms. **** entered into a transaction to purchase ******* StarOptions in the Sheraton Flex Program on April 2, 2024.  This was an equity upgrade transaction from her former ownership week at Sheraton Vistana Resort.  

  Sales executives are trained to provide our owners with a low key, informative and professional overview of the new Abound program.  The Abound program includes cruises, hotel stays, car rental and much, much more.  Ms. **** can elect her StarOptions to ***** *********** Points, which is plenty to plan several different kinds of cruises.  She can also bank and borrow Club Points to accrue even more Club Points for a special once in a lifetime vacation experience.  

  Customer Advocacy Manager, ******* ********** recently emailed Ms. **** directly and invited her to arrange a convenient time for a conversation about her purchase.  Ms. **** is encouraged to return ********* call at ************.  

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a disabled Veteran. Marriott agreed to pay me $1100 for renting my timeshare unit in December 2025. I sent them the required documents twice. I faxed the required documents through *** on January 3, 2025. Marriott claimed they didnt receive the faxed documents that I sent to the number ************, which is the number they gave me. They never told me they didn't receive the documents until I called on March 10, 2025. I sent the documents again through *** on March 13, 2025. I have proof the documents went through successfully. I have heard nothing from Marriott to date I also mailed the documents with a return receipt to:Marriott Vacations Worldwide Attn: ********************************** ************************************************************************************************ Marriott won't or can't tell me if they received my documents I sent on March 13, 2025, which are sentive in nature. Marriott's customer service is really unresponsive to my repeaded calls (5 times). I spoke with supervisors named ******* and ******* to get a resolution, but with no success. This is outrageous. How can this happen with one of the largest companies in the world? My claim number is #********.

  Customer Answer

  Date: 03/19/2025

  I submitted the required authorization form to you on March 19, 2025.

  Customer Answer

  Date: 03/19/2025

  I submitted the required authorization form to you and an additional document on March 19, 2025. Thank you.

  Business Response

  Date: 05/15/2025

  I apologize and am disappointed this situation occurred, Ms. ********* Upon reviewing the case number you provided (********), I can confirm that ******* followed up with you via email and acknowledged receipt of the required documentation. The case notes also indicate that the paperwork is currently being processed, and you should expect to receive the rental funds by April 30, 2025.

• Initial Complaint

  Date:03/14/2025

  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.

  After seeing a room available in the ***********************, ****** for my travel dates listed for less than the Marriott Bonvoy site, I called Marriott and asked if they could match the price. I was told that I would have to submit an online request for this. They directed me towards their lowest price guarantee which states that they will refund the difference plus 20-25%. So, I booked the room through Marriott and filed the claim online. They responded to me a few days later (not the 48 hrs their site said it would take) to say that they could not confirm the price. I responded with a screen shot from Priceline showing the same exact room for the same dates for less. The "total cost" of the trip was at the bottom on the shot, so there were no other charges. There was no question that it was several hundred dollars less to book on Priceline. I pointed this out to them. They then responded to me that they could not find this offer themselves and get to the page that was the same as the screen shot I said them. They said this was confirmation that they could not confirm the price. Of course, this was now several days later and prices on Priceline change frequently. I believe their price guarantee is extremely misleading because they do not tell you specifics on what they need to be able to confirm the price once the dispute is submitted. It would be very reasonable to assume that a screen shot showing the final and total price would be sufficient. Their tactics are very unethical and misleading. I believe they should refund my money in accordance with their policy as it is written on the site. The screen shot should be considered sufficient to confirm the cheaper price.

  Business Response

  Date: 03/18/2025

  Ms. ********** has filed her complaint with the incorrect organization.  ***************** Marriott Vacations Worldwide, is a vacation ownership company and we do not manage reservations for full-service hotel properties such as the ***********************, *******  Ms. ********** is encouraged to contact Marriott ********************** at ************.  

• Initial Complaint

  Date:03/13/2025

  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 July 15, 2024 my wife and I purchased a Marriott ************** The way the salesman, ****** *****, presented the offer, he made it seem as though it was easy to book a trip when we were ready and if we wanted to get out of the club, Marriott would buy it back from us, no questions asked. We did not have the money for the closing, so ****** suggested we open an **************** card. 1st Mistake!! In December, my wife and I tried to book a trip to ***** in one of the *************s there. When I started looking for dates, they were all sold out. I went up to Feb of 2026 and it said sold out!!! I went to the hotel's website instead of the Vacation Clubs website where you book using your points and checked for the months we wanted and there were plenty of rooms available. I called the" Exit Team", the people who help you get out of the ************** and they were no help. They said my package of 15G had to be paid before they could help. They even suggest I sell it on *****I also tried calling ****** *****, our sales **** and he does not answer the phone or return calls. My wife and I are so upset about how this is legal?? People's hard-earned money is being taken, and it is impossible to get out of. We want to get rid of these monthly payments and reimbursed all the money we wasted in this so-called ************* that we never used.

  Business Response

  Date: 03/19/2025

  We are sorry to hear of Mr. ******* dissatisfaction with the July 2024 Marriott ************* purchase but appreciate the opportunity to respond to his concerns.

  Marriott Vacations Worldwide, **** has been delivering branded vacation products and services for more than 40 years and take pride in how we market, sell, and deliver vacation ownership.

   The Marriott ************* Destinations Exchange Program has been designed to provide a flexible, easy to use, points-based enhancement for vacation ownership travel. Benefits of the program include a choice of any Marriott ************* Resorts, 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.  

  Owners can schedule vacations using one of four exciting vacation options including the Cruises, Hotels, and More, banking vacation club points from the current year balance to be used next year, borrow ************* Points from the next years balance and add to the current year, or use vacation club points for reservations. Transactions can be accomplished by calling a Vacation Ownership Advisor or visiting the owners website.

  As disclosed in the purchase agreement, owners sign their understanding and acknowledgement that the salespersons representing the seller in connection with your contract do not have authority to make any statements, promises or representations in conflict with or in addition to the information contained in the contract.

  The ***************** Checklist conveys that the contract for purchase and Marriott ************* Destinations documents contain all the terms and conditions of the Marriott ************* Destinations program.
  The purchase of an interest in the Marriott ************* Destinations program a real property interest and ownership is transferable, subject to the restrictions set forth in the Marriott Vacation Cub Destinations documents (e.g. Right of First Refusal).
  The Marriott ************* Destinations program includes timeshare interests, condominiums and other properties owned by the *** Trust and available for usage through the *** Exchange company.
  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, Marriott 
  ************* Destinations Exchange Program 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.
  The purchase of beneficial interests in the Marriott ************* Destinations program is for personal use and not for investment potential or resale potential.

  While there is an opportunity to enroll in the co-branded **************** card, it is voluntary with a requirement for owners to agree and comply with the terms and conditions of *****************

  Please know that we want to deliver upon the owner's expectations, but we must do so in accordance with the terms of the purchase.  We would be pleased to provide assistance with the reservation process but find no evidence to support cancellation of the contract.  

  
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23057004
  
  I am rejecting this response because:
  I do not want to deal with this corrupt company. I tried to book 2yrs in advance and still could not get a room that if you check the hotels  website there are rooms. I want this nightmare to end. I want out of this ** points vacation club. I will post my views and what happened to me all over social media in every platform I can!!! They pushed me to get the **************** card so I can pay for the down-payment and put the monthly payments on the card every month. 

  The next time I goto Florida, I will warn people about the ** that goes on at these so called vacation clubs. I will tell everyone my experiences and let them know the truth!!! 

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

  Business Response

  Date: 03/25/2025

  Inventory is released up to 13 months in advance, so it is not possible for any owner to book two years out.  Rental availability that Mr. ****** may see online stems from resort owners who have placed their annual allocation of vacation time into the rental pool or have chosen a different usage option such as Marriott Bonvoy points that warrants rental of their villa stay.  We are sorry that Mr. ****** continues to be frustrated with his ownership and are confident that ************** can assist him with getting his ownership back on track.  The telephone number to our ************** office is ************.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23057004
  
  I am rejecting this response because:
  Your are incorrect. I am looking to book from the vacation club website. Go on the site and you will see you can look to see what is available. I looked up to February of 2026 and it was booked. 

  The fact of the matter is your employer, ****** *****, told my wife and I that if we were not happy for any reason the Marriott would buy back our vacation club. He did not state at any time that it had to be paid off in full. If he did we would not have purchased this vacation club. 

  I am done talking to people from the Marriott. I called numerous people from the exit team to the financial services. The only way they would help me is if I pay off this package, otherwise they switch you to the financial services and they tell me to sell it on ****!! It is all a scam!!!

  Again, I am asking  for a refund and what I am getting is nothing but the run around. You said I must be looking at a different website, when in fact I am looking at your website, the ************* website, which I was given by your employer, ****** *****. It does goto 2026, and it is all booked up. 

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

  Business Response

  Date: 04/28/2025

  The owner's website will show available vacation options up to 13 months in advance and owners cannot book out further than that window.  ***** is the most highly desired resort destination amongst our owner base and owners often compete to reservations at those particular resorts.  It is important to check availability on the inventory release date.  Owners also have the option to put in a waitlist request with ************************************************** does not repurchase ownership interests due to a lack of availability.  Unfortunately, a binding real estate contract cannot simply be cancelled.  Please understand that club points are a form of deeded real estate.  Therefore, in order to relinquish ownership, the deed must change hands via a resale transaction.  The process is no different than selling a home or any other form of deeded real estate.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23057004
  
  I am rejecting this response because:

  Again, what you are telling me is the complete opposite of what I was told from your employer, ****** *****. I would have never purchased this package if there was no way I can sell it back. MR ***** also never mentioned about the wait list and never mentioned how hard Aruba would be  to book. He actually showed me how easy it was to book Aruba right in front of my wife and I !!!!

  From what you are telling me, I was lied to by your company. Any court would rule in my favor from that alone. 

  So again, I want a full refund I will accept nothing less. Your company should not have to lie to people to get them to buy your packages. I am sure if I post this on social media it would not look good for your company. As of now I have not done that. 

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

  Business Response

  Date: 05/08/2025

  We apologize for any frustration you have experienced. We can only rely on the legally binding purchase documents. The attached ***************** checklist indicates that you signed and initialed the section acknowledging that we have an ************* program, but exit options are not guaranteed and depend on business conditions. Additionally, you signed and initialed your understanding that availability is not guaranteed.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23057004
  
  I am rejecting this response because: I signed that document you are referring to under false pretense. I was lied to just to get a sale. I do not care what you say I signed, I was lied to in believing I can get out of this time share if I did not like it. If your company was honest to people I am sure they would not sign anything!!! 

  Again, I want out of this nightmare. I will not accept anything else. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/13/2025

  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 January 25, 2025, I stayed at the Marriott Grand Chateau in ********* under a travel agent rate. During my stay, Marriott violated the Americans with Disabilities Act ***** by enforcing a non-compliant "Service Animal Pass" policy that improperly restricted access to my husbands service animal.*** law states that businesses cannot require documentation or additional processes for service animals beyond two legal questions. Marriotts policy contradicted federal law and resulted in unnecessary stress and discrimination against my husband.******** ********** ****************** Manager) insisted the policy was mandatory and refused to allow standard *** protections.****** ****** (Customer Advocacy Manager) later stated it was optional, proving Marriotts internal inconsistency and failure to comply with *** regulations.Since then, I have contacted Marriott Corporate Customer Advocacy multiple times seeking a written resolution. **** ********, Director of Customer Advocacy, has refused to provide a response in writing and has delayed Marriotts accountability. Instead, he repeatedly insists on a phone call, which I have declined to maintain a written record.This issue remains unresolved due to Marriotts refusal to engage in written communication and their failure to comply with federal *** regulations.

  Business Response

  Date: 03/20/2025

  First, I again apologize for the miscommunication regarding our ADA ******* We do follow the *** guidelines by only asking the two approved questions. Due to our front desk being separated from our security desk where guests show their room key to access the elevator bay, we offer an optional pass to show they have already verified they have a service animal at the front desk. The pass is designed to enhance the guest experience by allowing them to bypass the front desk each time they enter the property, saving them valuable time during their stay. Based on the most recent written correspondence with the guest, he has accepted the resolution that I have provided.
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23059519

  
  Marriotts latest response continues the pattern of carefully worded deflection that has defined this entire experience. Let me respond point by point:
  
  "We do follow the *** guidelines by only asking the two approved questions..."
  
  That is simply not true in practice. ******** **********, Security Manager at the Grand Chateau, explicitly stated in writing:
  
  Safety and Security does in fact ask all guests with Service Animals for a Service Animal Pass given to the guest upon check in
  
  This was not framed as optional. It was describedand enforcedas mandatory. No one said you may opt out. We were told we had to accept the pass and show it to security in order to access the property. That is not *** compliant, regardless of how Marriott attempts to reframe it after the fact.
  
  "Due to our front desk being separated... we offer an optional pass"
  
  Again, that is not what actually occurred. ****** ******, Customer Advocacy Manager, later claimed the pass was by no means mandatory, directly contradicting Jhonatans statement. This is not a misunderstandingits a contradiction between two Marriott representatives about a legal obligation that directly affects disabled guests. At no point during our stay was this pass described as optional, nor were we given the choice to decline it.
  
  "The pass is designed to enhance the guest experience"
  
  Requiring a disabled guest to carry and display a pass to prove they have a service animal does not enhance the experienceit stigmatizes it. It sends the message that we are being tracked, flagged, or treated as a security concern. This is not about guest convenienceits about control, and it directly contradicts the **** intent to prevent disabled individuals from being treated differently or subjected to additional scrutiny.
  
  "Based on the most recent written correspondence with the guest, he has accepted the resolution that I have provided."
  
  That is another clear misrepresentation. While I did acknowledge the ******* Bonvoy points as a partial gesture, I explicitly stated the matter was not resolved. I have never accepted this as a final resolution and informed Marriott that I would be pursuing federal and legal accountability.
  
  Let me be clear: I have already filed a formal *** complaint with the **************************. The complaint includes emails, quotes, names, and timelines that document the policy violations and internal contradictions.
  DOJ Record Number: 589107-KSM
  
  I reject Marriotts response in full. They continue to speak about *** compliance while ignoring how their policy was actually enforcedand how their own staff openly contradict each other when questioned.
  
  This case is not closed. It will not be closed until Marriott acknowledges the violation, revises the policy, and provides a resolution that reflects the full extent of the harm caused.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 04/07/2025

  We again apologize that this guest feels that his partner was required to have a service animal pass. As we have shared, the pass is not required. It's designed to enhance our guests experience by allowing people with service animals to bypass the front desk each time they enter the property, saving them valuable time during their stay.
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23059519

  
  I unequivocally reject Marriotts latest response, which continues to misrepresent the facts and fails to acknowledge documented contradictions and clear *** ************************************* insists that the "Service Animal Pass" was optional, despite explicit written evidence provided by Marriotts own Security Manager, ******** **********, clearly stating that guests were required to have and show the pass to access the property. This statement directly contradicts Marriotts subsequent claims made by ****** ******, Customer Advocacy Manager, indicating internal inconsistencies and systemic policy implementation failures.
  Furthermore, Marriott's acknowledgment that they offer a service animal pass, even if described as optional, inherently suggests recognition of potential inconvenience or scrutiny faced by guests with disabilities, thereby unintentionally admitting that additional, differentiated procedures exist specifically for these guests. Such differentiated treatment directly contradicts the spirit and provisions of the Americans with Disabilities Act ****** which emphasizes equal treatment without unnecessary or stigmatizing procedures.
  To clarify and reaffirm:
  Marriott staff explicitly enforced the use of a service animal pass, clearly violating *** guidelines.
  Marriotts internal communications contain undeniable contradictions, proving a gap between official policy and actual enforcement.
  My acceptance of Marriotts partial gesture of Bonvoy points was explicitly not a resolution. I clearly communicated my intent to escalate the matter legally and federally, evidenced by the formal *** ********* filed with the ************************** **** Record Number: 589107-KSM).
  This issue remains unresolved. Resolution requires Marriott to explicitly acknowledge the violation, rectify the internal policy contradictions through documented corrective action and staff training, and accept accountability under *** regulations.
  Federal oversight through the ********************* is ongoing, and Marriotts continued inaccuracies and refusal to acknowledge documented violations will only lead to increased scrutiny and reputational harm.
  I await a meaningful response from Marriott that addresses these documented contradictions and outlines concrete corrective actions.
  Attachment:
  Please see the attached screenshot clearly highlighting the explicit statement made by ******** **********, Security Manager at Marriott, stating the requirement for a service animal pass. This directly contradicts Marriott's repeated claim that the pass is optional. This evidence demonstrates the factual basis of my ********* and underscores Marriott's internal inconsistencies regarding *** compliance.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/16/2025

  Additional Update April 15, 2025
  Since the filing of this complaint, Marriott has removed the ******* Bonvoy points that were previously awarded despite my documented position that the matter remained unresolved.
  This removal was done without warning or justification and, given the ADA-related nature of my original concerns, I believe it constitutes a clear act of retaliation.
  This issue is now part of an ongoing dispute resolution process outside of BBB, but Im still seeking a response and accountability here, as I believe public transparency is important.
  I respectfully request that Marriott be required to address this latest development in their BBB reply.

  Business Response

  Date: 04/17/2025

  We again apologize for the concerns this guest has. Our policy is in line with the ADA ************* which we have explained to the guest on multiple occasions.  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23059519
  
  Their response is false and their policies remain in violation of federal ********* I do not accept it.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been a timeshare owner with Vistana ******************** since 2017. Having a three-year-old daughter at home and desperately in need of a vacation, we took advantage of a 5-night stay at the *********************** Villas on Maui. A requirement of our trip was to attend a timeshare meeting. We purchased one week every other year as a way to ensure our growing family could take an easy, reliable, Hawaiian vacation every ******* 2019, the first time we took advantage of our ownership, we had an Owners Update meeting as mandated by our ownership. Regretting that we had to wait two years to use our membership, we decided to purchase an additional week every other year so that we would essentially be able to go on vacation to ****** every ******* August of 2022, coming out of the pandemic and again, desperately in need of a vacation, we took advantage of an offer sent to us to enjoy 4 days at the Marriott Pulse property in **********Again, a requirement of our stay was to attend a 90-minute Owners Update meeting and we would receive tens of thousands of Marriott Bonvoy points if we attended. Going into the meeting, we agreed that we were only going to listen and get out of the meeting as quickly as possible so we could get back to enjoying our vacation. The total time we spent was closer to five (5) hours. When he couldnt close us, he then called in a big wig from ************* corporate who coincidentally happened to be in town and could explain the Abound program benefits to us in great detail since, as he claimed, was one of the architects of the program. All the while speaking directly at my soul of wanting to get my husband out of work mode and go on vacation creating incredible memories with our family and friends and how we would be the heroes of all our relationships with THE vacation hook-up. His sole purpose was to connect with us and tug at our heartstrings about making precious memories with our little girl and make us believe this was good

  Business Response

  Date: 03/27/2025

  Our records indicate that Mr. ******* has entered into four separate sales transactions with our organization from August 2017 to April of 2023.  Given the frequency of his purchase history, we have no reason to believe that any malice or misrepresentation has occurred.  The purchase disclosure documents received at point of sale discloses details such as first year occupancy and the reservation procedures.  Mr. ****** has also used his ownership interests for their intended purpose, with several past reservations at The ****************** Villas, The ****************** and The Westin LagunaMar.

  Sales previews are scheduled for a minimum of 90 minutes; however, additional time is required if an owner expresses interest in adding additional vacation time to their portfolio.  **************** does not condone any sort of high-pressure sales tactics.  In addition, all new purchasers are provided with a 10-day cooling off period during which time they may cancel for any reason.