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 Vacation Club International

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

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:08/22/2023

  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.

  I tried 3 different times sending a letter to Marriott and I sent it through certified mail. Every single time I have sent it, the letter hasn't been delivered. I don't know how else to get my letter to them so I'm hoping you guys will be able to get it to them.

  Customer Answer

  Date: 08/22/2023

  How do I submit the required privacy form?

  Business Response

  Date: 09/08/2023

  Mr. ********* has received several responses from our corporate Customer *************** over the last two years.  The letters sent previously were from ************************* and ******************************  Mr. ********* has entered into six different sales contracts in-between 2013 and 2020.  He has also used the vacation ownership product to his benefit and for its intended purpose, arranging 19 separate reservations throughout the years at terrific Marriott ************* resorts in Newport Coast, ****** and **** just to name a few.  At this juncture we may only reiterate that our organization has found no reason to honor Mr. *********** request to repurchase his ownership interests. He is welcome to list them for sale on the external market for a price that he deems fair and reasonable.

  Customer Answer

  Date: 02/06/2024

  I have been trying to get in contact with Marriott for quite some time now. It's in regards to my timeshare with them. They sold me something based off of lies and manipulation. I was not aware of the damage it was going to cause me until later down the road. I have filed several complaints against them and I have written letters to them asking for them to just take my timeshare back. They refuse to help me so I'm coming here so they are forced to respond to me. Please help!

  Contact by the business

  Business Response

  Date: 02/06/2024

  At this juncture we may only reiterate that Mr. ********* has provided no clear evidence that he was misrepresented to by our sales department.  Mr. ********* has enjoyed several vacations using his ownership interests, this supports our position that he purchased for all of the right reasons. We apologize if something has changed in Mr. *********** financial situation.  **************** would like to exit his ownership; he is welcome to list his ownership interests for sale on the external market for a price that he finds reasonable.  **************** wants to learn more about exiting his ownership, he is welcome to call our ******************** at ************.  ******** Services team can advise and provide recommendations on the best way to resell his ownership interests.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 20485705
  
  I am rejecting this response because it is simply not true based on the evidence provided.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:08/10/2023

  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.

  Despite the promises made to us during the initial purchase, we have encountered numerous issues that have caused significant dissatisfaction and financial burden. At the time of our purchase, we were assured that the timeshare would be cost-effective and that the maintenance fees would not increase. However, since then, we have experienced a steady increase in these fees, making it difficult for us to afford the ongoing costs associated with the timeshare. Furthermore, one of the selling points of the timeshare was the flexibility to use it whenever we desired. However, we have consistently encountered a lack of availability, preventing us from utilizing the timeshare as intended. This has resulted in frustration and disappointment, as we are unable to enjoy the benefits and amenities that were promised to us. Additionally, we felt pressured by the sales team to purchase additional points when we expressed our reluctance to do so. This high-pressure sales tactic added to our dissatisfaction with the overall experience. The aforementioned issues have led us to believe that we have been misled and taken advantage of by this company. The timeshare has not lived up to its promises and has become an unnecessary burden for us. We kindly request that Marriott Vacation Club takes full responsibility for this situation and releases us from the timeshare contract. It is only fair for this company to rectify this matter promptly and alleviate us of the ongoing costs and fees associated with the timeshare.

  Business Response

  Date: 08/28/2023

  In review of our records, we reflect previous
  response to Mr. ********* concerns on May 26, 2023, wherein Jose D***, Customer
  Advocacy Manager, reviewed documents associated with the July 11, 2018 (1K
  Trust point) purchase.
  
  Jose reiterated the terms of the purchase
  which disclosed the amount of the current year’s annual assessment and that the
  annual operating budget is determined on an annual basis by the Owner
  Association Board.  Additionally
  discussed that confirming a reservation is based upon availability and that
  reservations are not guaranteed.  Confirmed
  the owner’s receipt of all disclosures and reservation rules.
  
  It is notable to reference the owner’s
  initial purchase of 2K Trust points on March 25, 2016 where resold in
  accordance with acceptance of a repurchase offer of April 9, 2019.
  
  We regret the owner’s dissatisfaction but
  our position declining cancellation of the July 11, 2018, purchase has not
  changed.

  Customer Answer

  Date: 08/30/2023

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

  While I appreciate their acknowledgment of the contract documents I signed, I must emphasize that my dispute does not lie in questioning the validity of those documents. Rather, my contention stems from the misleading and high-pressure tactics employed by their sales representatives during the signing process. Upon attending the sales presentations, I trusted Marriott Vacation Club and its representatives to provide me with accurate and truthful information about the benefits and features of their vacation club. Regrettably, none of the promises made during those presentations have materialized since becoming a member. This stark discrepancy between what was pledged to me verbally and what was written in the contract documents has left me feeling deceived and taken advantage of. I firmly believe that Marriott Vacation Club bears responsibility for the misrepresentation and false assurances given to me by their sales team. The burden of trust lies with the company, and it is disheartening to discover that this trust has been misplaced. I kindly request the Better Business Bureau to reconsider my case and advocate for a fair resolution that upholds the principles of transparency and ethical business practices. It is my sincere hope that Marriott Vacation Club acknowledges their role in this matter and takes appropriate action to rectify the situation with utmost sincerity. Thank you for your attention to this matter, and I look forward to a swift and just resolution.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 08/31/2023

  The
  complaint was initially addressed in May 2023, wherein the terms of the purchase
  was disclosed and exhibited signed agreement. 
  The 10-day cancellation period allows owners to review the terms of the
  purchase and identify if they wish to proceed with the purchase.  As no cancellation was received within the cancel
  period, the sale continued and closed. 
  We are not agreeable to provide cancellation of the purchase on July 11, 2018.

• Initial Complaint

  Date:08/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, besides me and my USAA credit card and counterparts. I stayed at your *********** hotel in June (*****), I checked out and asked why I had an additional charge, besides minor room charges for coffee, etc., of $420.00 room charge. I was told that it is a fee for damage or incidentals you may have consumed, and that $420.00 charge would drop off within a week.No damage occurred and no incidentals/whatever that is were consumed.The charge remains on my card to this date.The disputed charge with discussed with your people in *********** and they said "we have no record of this"The charge still remains on my card for the last thirty days and I have asked USAA to dispute.Neither I nor USAA should be bothered with this since this is not my responsibility nor theirs.Remove/rescind charge so as not to reflect on my statement and be responsible for the interest accrued immediately, please.

  Business Response

  Date: 12/13/2023

  We are sorry to hear of the customer's unfavorable experience however the resort in question is not a Marriott Vacations Worldwide, **** property.  The ************ Marriott Resort and **************** is a Marriott International affiliated property and therefore the customer complaint should be directed to them.   Marriott Vacations Worldwide and Marriott International are separate entities.

  Customer Answer

  Date: 12/14/2023

   
  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:08/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long-time Executive Elite Marriott Vacation Club member. It's worked fine enough, with many, many flaws and high-pressure sales presentations, but now I see that Marriott is even darker than I thought they could ever go.
  
  Sales reps promised us that whenever we'd want to leave Marriott they'd buy-back our points at 1/2 what we payed. My brother went to a sales conference last month and was told the same, thankfully he didn't buy. I have 7950 points, divided in a Harbour Lake lockoff week and 6000 points. I wanted to give back 4000 points (obviously for the 1/2 promised compensation originally), due to limiting options (locations, availability, etc.) and just too many points after I earn 500,000 credit card points a year. I contact Marriott and they say they give no compensation. I just wanted to get rid of the points and thought their was no hope so I decided to just deal with it and give the points back and I've actually already done a huge step in that process, but then I remembered the BBB and I know that they can help me. That's why I haven't finished the final step of notary papers since I didn't want to be exploited in this way when there's a clear, fair, and just resolution.
  
  My Executive Member number is ******* and I would appreciate help on this.
  
  I'll of course write the desired settlements I would want and would definitely appreciate honesty and no more lies.

  Business Response

  Date: 08/16/2023

  We are sorry to receive this complaint from Mr. ************  In reviewing Mr. ************ ownership history, we see that he has attended at least 10 different sales previews during his long tenure as an owner.  He has also made three separate purchases into the Marriott Vacation Club vacation ownership program.  In order to ensure that there can be no confusion about this very topic, we provide each new purchaser with a detailed Quality Assurance Checklist.  The checklist is written in a very easy to read fashion and each owner is asked to initial next to each statement expressing their understanding.  Mr. *********** was acknowledged at the time of purchase via the Quality Assurance Checklist that his sales executive made no claim as to the resale, rental or investment protentional of the ownership interests in question.  While our organization does have a resale department, we do not guarantee a repurchase program for any particular type of inventory.  Repurchase and listing programs can be turned on/off at the discretion of the organization subject to business needs.  

  Business Response

  Date: 08/31/2023

  Unfortunately, we are unable to rely upon recollections of verbal representations that may or may not have occurred at the time that Mr. *********** acquired his ownership interests.  This is the very reason why our organization created the Quality Assurance Checklist, to avoid any type of misunderstanding about the most important aspects of the program.  We will abide by the written documentation that both parties signed and agreed to on the day of Mr. *********** purchase.

  Mr. *********** is welcome to list his ownership interests for sale on the open market for a price that he deems fair and reasonable.

  Customer Answer

  Date: 09/05/2023

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

  yes we can sell in open market but not without caveats 

  first Marriott has the first refusal option after i find a buyer the offer has to be presented to Marriott 

  at this point Marriott can buy at the same price or refused 

  if refused then buyer has to pay Marriott $3 Dollar per point plus the seller price not and easy and fair sale for the owner specially if selling 4000 pints bought at market price   

  this will be a $12,000 transfer fee when already paid Marriott over $40,000 for a title on this share this is a hefty tax Marriott charges  

  other time share companies just charge a flat transfer fee of a few hundred dollars but Marriott takes advantage of their owners of time share even at the time of sale  with usury and false promises from sellers maybe even trained to deceive that is why Marriott does not even stand behind its sellers and jargon legalities on paper  

  at any point even at my loss in going out of this madness 

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

• Initial Complaint

  Date:07/18/2023

  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.

  I bought an "Encore Package" from the Marriott Vacation Club for the Marriott Mountainside in Park City, UT. They offer you a great deal like 5 days / 4 nights for $695 for a 1-bed room in the high season (1/3 the normal price), but they make you pay for it before leaving the hotel because it's such a good deal - also nonrefundable. I bought this on January 27th. They also make you pay at $95 processing fee. At the time, I knew when I wanted to go the following year, however, they do not allow you book the dates you want until a few months later which they say is 10 months before your intended stay. I was also told explicitly "yes, my inventory is not open to the general public. My inventory is set aside, only for customers who purchase a package." (I have this in writing which I have attached).
  
  To ensure I get my targeted dates I put it on my calendar so I won't forget. I call 10 months ahead and the dates are not available yet. Call again a month later and I get the same story. I ask if they can let me know when the dates will become available and they say no and I'll need to just call back. I just called back and the dates are all taken and the entire winter season is not available.
  
  They do say I can book in low-season which is not what I paid for and considered "mud" season. I asked if I could get my money back and they told me its non-refundable and to call back and hope for a cancellation. I feel like I was completely lied to and stolen from. I am sure they are doing this to a large group of people because I was especially diligent following the directions they gave me.

  Business Response

  Date: 07/23/2023

  At the time of purchase, the guest signs a contract with the Terms and Conditions of the agreement. The first section within the Terms and Conditions is titled "Reservations" and states that holidays such as but not limited to New Years, Easter, Thanksgiving, Christmas, Fourth of July week, and President's Day week are not expected to be available. I understand from the attachment the guest uploaded that they were specifically looking for Presidents Day week. While at times it may be available, we try to ensure guests understand that high-demand times are limited. These packages are also sold as non-refundable and non-transferable. We also extended this guest package to give them additional time to secure dates that fit their vacation schedule.

  Customer Answer

  Date: 07/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Their message states that I was trying to book over President's Day weekend. I initially did want that weekend, but when I called I was told that the entire winter was unavailable from December 15 to April 15 when the Mountain closes. When I bought the package I specifically upgraded to a more expensive package that included high season however I was told that the entire high season is off limits. I want them to repay the $695 and $95 processing fee because they will not allow me to redeem the high season package I paid for.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 08/07/2023

  We have submitted a request for a full refund for this guest, but it will take a couple of days for the check to be processed. However, the guest should expect to receive the check within 21 business days.

• Initial Complaint

  Date:07/17/2023

  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 had a virtual meeting with Susan H***** from the Sales team of Marriott. She told me the the package that I purchased from Sheraton in Sept of 2022 basically would not get me anything and was confusted why Sheraton would sell me that package in the first place. The only thing I could basically do was upgrade to more point.
  
  Additonally I purchased a Dream Vacation because I wanted to go Hawaii, I paid over $1200. Well the purchase was not so dreamy when I went to redeem it an found out that Hawaii was not even on the selection of choices.
  
  Definatley felt pressured and deceivedl I don't know if it was an honest oversight or just Sheraton being plain deceptive. In addtion, I am paying $200 a month for a timeshare package of no value. That was per Marriott. I am not paying any more money to a company the is not aligned between Marriott and Sheraton where I am stuck in the middle with no real benefits. I believe Kendal B***** was also on the conference call with Ms. ****** & I.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 07/28/2023

  We are sorry for Ms. ***** dissatisfaction surrounding her
  September 13, 2022, Sheraton Flex vacation package purchase.  As the owner’s first year occupancy doesn’t
  begin until 2024, it is disheartening to hear that the owner is seeking to
  cancel her purchase.

  Records show that the owner purchased a promotional package in
  September 2021 and redeemed the package for travel to Sheraton Broadway Resort
  in September 2022 wherein she attended a sales presentation.  It was at that time that Ms. ***** elected to
  purchase a Sheraton Flex vacation package using the cost of the promotional
  package ($1,792.00) as a down payment.
  

  Review of documents associated with the purchase indicate the
  owner’s signed agreement to the terms of purchase (including the contract for
  purchase, finance terms, disclosures, and use rules/guidelines).  Although Ms. ***** was given an opportunity
  to exercise a 10-day cancellation period, we regret that she felt pressured during
  her purchase.
  

  As a purchase incentive, the owner was provided with 74,000
  bonus Staroptions which have been available for use as of September 13, 2022, and remain available until a December 31, 2025, expiration.
  

  We would welcome the opportunity to assist the owner with the
  benefits and use of her vacation ownership, but we are not agreeable to cancel the
  contractual obligation.

  Customer Answer

  Date: 08/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I was on auto pay and willing to pay, however when I received a call from Ms. Susan H*****, Vacation Planner of Marriott Vacation Club on April 25th, 2023, she was very frank with me in telling me the points with Sheraton were basically useless and could not take me on a destination outside country, maybe to Myrtle Beach and a few other destinations.  Additionally, My Dream Vacation voucher as promised would take me to Hawaii for a week resort stay, well Hawaii is not on the list, I payed over $1400 and because Hawaii is not on the list, I am forced to use the voucher to some bogus destination that I am not really intested in going which has to be redeemed and used by January of 2024. I would like a refund on the Dream Vacation due to my dream vacation of Hawaii, not applicable. I feel I was deceived just to get me under contract and that's not the way contracts are suppose to play out, with pressure and dishonesty.

  Also wihile in Charleston, SC, I was told that Marriott will buy back the contract, could you please tell me more about that.  Thank you for your reply.

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

  Business Response

  Date: 08/10/2023

  The
  Dream Week was given as an incentive for participating in the Encore package.  It is a “no fees” certificate (unless there
  are additional resort fee/expenses depending upon the resort) and availability
  may be viewed up to 6 months in advance. 
  After an owner’s sales presentation, they obtain a digital copy of the
  certificate via email with a unique security and activation code.
  
  Although
  bookings are final and Dream Week Vacations does not allow cancellations or
  reschedules, we were pleased to find that the owner was granted a one-time
  approval to rebook at an alternative destination.  Although Hawaii is not an excluded
  destination, the likelihood of availability is minimal. 
  
  Please know that it is our goal to assist all owners with delivery
  of their vacation ownership benefits.  It
  is disconcerting to hear of the unfavorable interaction with a member of the marketing
  team regarding Sheraton Flex ownership.  Sheraton
  Flex owners have access to 9 Home Resorts which allows use of Home Options to
  book reservation Home Resort reservations 12-8 months in advance of a desired
  arrival date.  Owners can reserve 1-14 nights in any villa type for any
  check-in or check-out day. 
  
  Home Resorts include:
  Sheraton Vistana Resort and Sheraton Vistana Villages – Orlando
  Sheraton Desert Oasis – Scottsdale
  Sheraton Mountain Vista and Sheraton Lakeside Terrace Villas at Mountain Vista – Avon
  Sheraton Steamboat Resort – Steamboat Springs
  Sheraton Broadway Plantation – Myrtle Beach
  Sheraton Vistana Beach Club – Jensen Beach
  Sheraton Kauai Resort - Koloa
  
  Vistana Signature Network members may reserve any available
  Network Resort during the Network Float Period (8-0 months in advance of the desired
  arrival date).  The owner’s website www.vistana.com provides an Owner Dashboard to access information and benefits of ownership as
  well as online reservations.
  
  Sheraton Flex Owners may convert either the whole package or
  increments of 20,000 Home Options to Marriott Bonvoy™ Points in non-consecutive
  Use.  Sheraton Flex is affiliated with Interval International,
  participating in the Interval Points system (access to more than 3K resort
  worldwide).  Sheraton Flex Owners have the flexibility to assign only the
  number of Home Options required to confirm an exchange.
  
  We are not agreeable to cancel/refund
  the September 2022 purchase but encourage Ms. ***** to access *************** and the benefits of the Sheraton Flex vacation ownership.

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed at the Marriot Kauai Lagoon from 6/12-6/18 with high expectations of a pleasant stay. However, our experience quickly turned sour when we discovered a significant number of cockroaches infesting the room. Their presence not only compromised our comfort but also raised concerns about the hotel's overall cleanliness and maintenance standards, especially we were travelling with my 12 months old baby who basic crawling everywhere.
  
  Upon making this distressing discovery, I immediately notified the hotel staff of the issue. However, their response was shockingly indifferent and unhelpful. Despite emphasizing the urgency and seriousness of the situation, the staff showed no empathy and failed to take any meaningful action to address the problem. Their dismissive attitude and lack of assistance left me feeling neglected and disregarded as a guest.
  
  It is important to note that the presence of a cockroach infestation is an objective and unacceptable reality that cannot be overlooked. This breach of hygiene standards directly affected my ability to enjoy a comfortable and pleasant stay at this hotel . The hotel's failure to promptly address the issue and the unresponsive behavior of the staff only exacerbated the distress and inconvenience I experienced.
  
  In light of the aforementioned circumstances, I request the full reimbursement of my accommodation costs, as the presence of a severe cockroach infestation directly impacted the quality of my stay and violated my reasonable expectations as a guest.

  Business Response

  Date: 07/15/2023

  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” M****** **. L*******
  Marriott's Corporate Office of Consumer Affairs

  Business Response

  Date: 08/20/2023

  We apologize for not meeting this guest's expectations. We have spoken with the guest on multiple occasions and apologized for not meeting their expectations. We also addressed the issue and offered the guest compensation to resolve the issue, which they accepted. Due to the guest accepting the previously offered compensation as a resolution, we will not provide any additional compensation.

• Initial Complaint

  Date:07/13/2023

  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.

  As a previously satisfied Chairman Owner within the Marriott Vacation Club program, I have recently experienced a significant decline in my satisfaction due to multiple incidents which I believe require immediate attention and resolution.
  
  In May 2023, I received an unsubstantiated letter from Keith K****** falsely accusing me of being a commercial entity. Not only did Mr. K****** falsely claim that I own a domain that I have no affiliation with, but he failed to provide verified proof to support his accusations. Being grouped together with commercial users without proper evidence is not only unwarranted but also damaging. Despite my prompt response addressing all concerns, my letter went unanswered due to Mr. K****** having sent his response back to an incorrect address.
  
  To my dismay, on June 28, 2023, I received another letter from Devon C****** revoking my recent purchase. This decision has had severe financial repercussions, as it incurred a significant tax penalty. additionally, the promised 4% interest rate was not honored, impacting my investment decision.
  
  Despite my continuous efforts to seek resolution, including numerous emails sent to Devon C******, Brian M*****, John G*****, and Keith K******, I have not received any satisfactory response from anyone within the organization. Only Mr. K****** briefly responded after I sent an email to Mr C******, Mr M*****, and Mr G*****, raising further concerns and misconceptions. Regrettably, his response failed to provide the tangible proof and the opportunity for a proper discussion that I have been seeking.
  
  To make matters worse, on July 12, 2023, I discovered 4660+ missing Points from my account, allegedly allocated for past reservations without my consent initiated by a salesperson at the Marriott Shadow Ridge office.
  
  This unauthorized deduction raises concerns about Marriott's integrity.

  Business Response

  Date: 07/21/2023

  The purchase agreement states, Accommodations, Base Exchange
  Benefits, Base Plus Exchange Benefits, Special Benefits, and Use Periods may
  not be used for any commercial purpose. This prohibition on commercial use
  includes, but is not limited to, any illegal activity or a pattern of occupancy,
  rental, leasing, or use by a Program Member that Exchange Company, in its
  reasonable discretion, could conclude constitutes a commercial enterprise or
  practice. In the event a Program Member is determined to be reserving or using
  the Accommodations, Base Exchange Benefits, Base Plus Exchange Benefits,
  Special Benefits or Use Periods for any commercial purpose Exchange Company may
  immediately cancel any current reservation(s) made by such Program Member and
  may impose such additional penalties or restrictions as determined by Exchange
  Company, in its sole discretion, from time to time. The restrictions of this
  paragraph do not apply to Exchange Company or its affiliates or designees.
  
  We expect owners to follow the terms of the agreement as we
  have and will continue to do.

  Customer Answer

  Date: 07/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The UNAUTHORIZED DEDUCTION OF  4660 POINTS from my Marriott Vacation Club account WERE FRAUDULENTLY EXECUTED BY A MARRIOTT VACATION CLUB ASSOCIATE. I possess TANGIBLE EVIDENCE in the form of a recorded conversation with a Marriott Vacation Club Chat Representative, explicitly confirming this unauthorized activity. I must emphasize that this incident has caused significant distress and requires immediate redressal.
  
  The Marriott Vacation Club/Marriott Vacations Worldwide has issued allegations against my Marriott Vacation Club account, utilizing a copy-and-paste script to support these claims. I categorically denounce these assertions, deeming them to be entirely baseless and devoid of relevance to my legitimate use of the Marriott Vacation Club program.
  
  As a valued member of the Marriott Vacation Club, I exercise my right to request and demand irrefutable and tangible evidence substantiating the validity of the aforementioned claims. I insist on receiving substantial and verifiable documentation that corroborates the legitimacy of these accusations without delay.
  
  In light of the foregoing, I hereby insist that Marriott Vacation Club/Marriott Vacations Worldwide promptly rectify the situation by expeditiously restoring the 4660 points that were unjustly debited from my account. Additionally, I demand an immediate cessation of any further unlawful accusatory statements and actions aimed at maligning my character and reputation. This includes an immediate cessation of any form of harassment and/or additional fraudulent activity directed towards me.
  
  I wish to underscore that failure to address this matter in a timely and satisfactory manner will leave me with no alternative but to explore and pursue all available remedies and recourse to recover the misappropriated points and seek appropriate restitution for any damages caused.
  
  I firmly assert that I consider this matter with the utmost gravity and will not hesitate to escalate it to the MEDIA to expose any unjust practices and mishandling of members' accounts if an earnest, non-scripted response is not provided.
  
  I expect a comprehensive and personalized response from Marriott Vacation Club/Marriott Vacations Worldwide, accompanied by tangible evidence to substantiate the claims, within 48 hours from the receipt of this letter, specifically by July 19, 2023. I kindly request a written acknowledgment of receipt of this communication.
  
  Your prompt attention to this pressing matter is of utmost importance and appreciated.
  
  
  
  Sincerely.

  Business Response

  Date: 03/06/2025

  At this juncture we may only reiterate that we stand behind the former responses Ms. ****** has received from our executive leadership team.  While we are sorry to learn of Ms. ******** continued frustration, our position on this matter will not change and we will continue to uphold the reservation procedures for the vacation ownership program.

• Initial Complaint

  Date:07/10/2023

  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.

  My husband and I went to a sales presentation at the Marriott and were not sure we wanted to become an owner. They offered us this 2nd package and had us sign ACH agreement. We do not want monthly installments taken out of our account as we don't know if and when we will be going on the vacation. From the contract it looks like all we need to apply was the processing fee of $99 and pay the remaining balance 60 days prior to our trip. We would like the 2 payments refunded to our account from May and June installments totaling $199.00. I have tried to contact the Encore Customer Service and they are stating it is non refundable after 10 days. Why would this be when line #1 states we are only responsible for the processing fee right now? After an hour on hold with Customer service to which I believe the do it so you hang up, there has been no speaking to finance department or a supervisor to escalate the matter. If you call a different number, you receive the same phone number for customer service that is no help. Please refund my ACH payments

  Business Response

  Date: 07/10/2023

  We sincerely apologize for Ms. *******’s service experience.

  As requested, arrangements have been made for a refund of
  the two monthly payments made.  Please
  allow completion within 7 to 10 business days.
  Travel on the package would have to be completed by April 27,
  2025, and the customer may contact the Encore Package team at 888-357-9227 for
  any inquiries.

  Customer Answer

  Date: 07/11/2023

  
  
  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:07/10/2023

  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.

  My parents had a timeshare. My dad passed away recently and I found out my mom was paying $4k/year for dues without using it. I initiated the buy back program recently and was told to call owner services to figure out how to get value from what she has paid into it. They said 65% (110k) points could be converted to Bonvoy for her, but I had to get her number in the system since they only had my dad's, which would take 3 days. I was also told the remainder could be banked into Interval International, which also still had a unused week in it, but the account was closed by my brother last year after my dad's death. Owner services told me to reactivate that as well, which would take 10 days. I called back today to finish all of the transfers and was told the policy was points had to go into Bonvoy 9 months ago and I could not do that now. They said the option was to put them in Interval International and use them by August, which is also not possible. This is completely opposite of what I have been working on with them for the last few weeks over multiple calls. Other reps also offered to help recover previous weeks paid for and not used, but I was told that was yet ANOTHER phone call. Additionally, when she received her dues bill earlier this year, she sent a check within a day. She was then sent an additional invoice for $168, which she paid. I got involved and checked online where it said she had a $128 balance. The person I talked to said that was "interest" that they charge the second the bill is sent out. When she sent the check, it was already "late" and they were still charging interest. She never dealt with this account, only my dad, so she did not know how to check online. I started a chat with Owner Services over the discrepancy and they could not explain why the bill was different from online. The timeshares are paid in full and she cannot recovering any of that money ($40k) in the deed back. The LEAST the company can do is to provide what she paid for.

  Business Response

  Date: 07/25/2023

  The information shared with the
  guest regarding the percentage of points that can be converted is accurate. The
  rules regarding when the points needed to be converted has not changed, so I
  apologize for any confusion regarding the guest being able to convert the Club
  Points to Bonvoy points after the deadline. The guest does have the ability to
  deposit the points with Interval International to secure a seven-night
  exchange.
  
  We also provided replacement
  usage for the years the owner didn’t use the ownership. This means there have
  been five seven-night, two-bedroom weeks deposited
  into the owner's Interval International account. The owner needs to contact
  Interval International to use the deposits and secure reservations.
  
  We are not making offers to
  repurchase this owner's specific inventory. However, owners have several ways
  to relinquish ownership, such as deeding it back, transferring ownership, or selling the ownership on their own or through a
  broker.
  
  The annual maintenance fees were
  due on January 12. However, we didn’t receive payment until March 13, 2023. Due
  to the payment being late, there was an additional fee of $128. We will not be
  able to refund these fees.

  Customer Answer

  Date: 07/26/2023

  
  
  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.  I actually talked with them again yesterday and they made the adjustment for the points, which was our main point of contention.  They also resolved the weeks and deposited them into interval for us.  They did not satisfactorily resolve the late fees, in my opinion, but because the amount of money is small, we are willing to let that go.  I am definitely disappointed in their response to that, though.   I consider the matter closed. 
  
  
  
  Sincerely,
  
  
  
  ******** ******