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

• 

  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:07/05/2023

  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.

  Yesterday we checked into Marriott Mountainside Park City, Utah. We are only in town for two nights along our trip. Our night was brought to a halt when the air conditioning in our room wasn’t working. We had to stop our plans for the night and sit in our room for two hours while they tried to fix the issue with our 5 and 7 year olds. Needless to say, this is VERY POOR hotel management. The night then proceeded by them having to move our hotel room at 9:30pm. We have two young kids and had already unpacked for the night. I then had to repack four people, move my kids and unpack again in another hotel room at 10:00pm. What the hotel manager decided to offer us was a gift basket. ARE YOU KIDDING ME? I do not want your gift basket. I want my night of vacation with my family back. We lost a night of vacation due to Marriott deciding to put us in a room with an air conditioner that doesn’t work, expected us to sit there for two hours while they tried to fix it with two small kids, and then had to move rooms with small kids at 9:30 pm. This needs to be made right. I spent $300+ and lost a whole night of vacation. The night got better when the room we were moved into was next to a family that decided to loudly watch a war movie until midnight. I have asked the manager by the name of Matt to rectify this, but he informed me that the electrician that Marriott pays needs to agree to pay for the charges. This makes no sense and quite frankly should not be my burden since I lost an entire night of vacation, and paid $300+ to sit in my room while they try to fix my air conditioning. I would like my night comped. Please feel free to reach out if you need further information. I have spent my entire vacation trying to handle this l, which now is spilling into our second night here and this is not what I paid for. ***** ******** ** ***** ********. Reservation Number * ********

  Customer Answer

  Date: 07/11/2023

  ---------- Forwarded message ---------
  From: ***** ****** **************************
  Date: Wed, Jul 5, 2023 at 1:30 PM
  Subject: Fwd: Resolved Issue - Complaint *********
  To: ******************
  
  
  I have been trying to inform the bbb since 6/28/23 that this case has been resolved. Please see the string of emails below.
  
  Respectfully,
  ***** ******

• Initial Complaint

  Date:06/12/2023

  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.

  I had a virtual timeshare presentation scheduled for 4/13, but it was cancelled 5 minutes after the meeting was supposed to start. My husband came home from work early for it. I emailed the next day to see if someone could reschedule me. I emailed again on 4/19 and finally got a response. They increased the gift card for $350 for the inconvenience and scheduled us for 4/25. We had the presentation and just needed to check with our bank for financing. I called back the next day to buy the timeshare. Nobody responded to my voicemail or email, so I called the general number to see if someone else could help me buy into it. They sent my message to the original person who helped me and the email said “ I called at 7:15 PM EST and wasn’t able to reach you. I will be in a meeting at 7:30 PM.
  Would you like a follow up the next time I’m available?” I was given a 15 minute window to make a really big purchase? It felt like nobody wanted my business and I decided it was a scam. I didn’t push it and decided to see if I would get my $350 in the 6 weeks promised to determine if it was really a scam. I never received it and my calls aren’t being answered. My last email was 5/1 to Lamar and it was never answered. I would have loved to buy it, but with another agent who made time for me. It’s been over the time period for the gift card and I don’t have any faith in this company moving forward if they can’t send the gift card that was promised.

  Business Response

  Date: 06/14/2023

  We apologize for the lack of follow up experienced with our Telesales office after the initial virtual sales preview that took place on April 25, 2023.  Our records indicate that shortly after the preview an e-gift card link was sent to **** ********* at ***********************.  Mrs. ********** is encouraged to check her Junk or Spam Folder for the e-gift card that was sent back in April.  

• Initial Complaint

  Date:06/05/2023

  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.

  This timeshare makes us feel helpless in so many ways. This company has caused us so much stress and it has become a financial burden. We found that a lot of the information that was provided to us in the presentation was a lie. The sales representative lied by omission so many times. We were also told by an admin person that we never received my annual 4,000 club points during year 1 and she disclosed that every year maintenance fees are waived, there are no club points. This was never disclosed during the presentation. We have never once been able to use our timeshare since we purchased it. We also learned that this does not gain value over time. We have seen listings on **** of timeshares being sold for only $1.00. All the money we poured into this could have been used to help my parents during a difficult time. We are horrified that we have been deceived into this purchase and the amount of other people who fall into Marriott’s deceitful and unethical business practices. We were violated, tricked and lied to making this purchase and we demand that you release us from this contract as we no longer wish to be a part of your corrupt business scheme.

  Business Response

  Date: 06/09/2023

  We
  sincerely regret the owner’s dissatisfaction but appreciate the opportunity to
  respond to their concerns regarding their August 30, 2021 purchase with
  Marriott Vacation Club.
  
  Marriott
  Vacations Worldwide, Inc. has delivered vacation products and services for more
  than three decades providing the opportunity to create memorable vacations at
  branded vacation ownership resorts. Our portfolio of over 700,000 owners has
  largely been built upon word-of-mouth referral and existing owner loyalty so Mr.
  Martin’s concerns are disconcerting. 
  
  Our
  sales presentations highlight the benefits of our products and services.  Attendance is voluntary (unless travelling on
  a package or offer wherein terms of participation include attendance) and there
  is no obligation to purchase.
  
  The Marriott
  Vacation Club 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 Marriott Vacation Club 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.  It is disappointing to hear that the owner has been unable to confirm
  a resort reservation as there are more than 90 resort destinations to choose
  from.  The account usage reflects a
  reservation made for Marriott’s Oceana Palms Resort for an arrival in June 2022
  which was cancelled.
  
  To ensure that the
  developer’s commitment is conveyed during the purchase process, great care is
  taken to provide specific disclosures that all owners must sign their acceptance
  of.  Examination of documents associated with the purchase confirms the
  owner’s agreement to the terms of purchase (including loan terms and the
  cancellation period).  It is the responsibility of the purchaser to review their purchase
  documents and determine if they wish to continue with their purchase.  We certainly want to assist the owner with
  using their ownership but cannot disregard their contractual obligation.  

  Customer Answer

  Date: 07/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this is still a generic response from the timeshare and doesnt help us out with our cancelation. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/07/2023

  Despite the owner’s continued dissatisfaction, we maintain
  our position that the sale was properly facilitated with the terms of the
  purchase disclosed appropriately, exhibiting the owner’s signed agreement.  We encourage the owner to review said terms.

  The Contract for Purchase includes the property use rights,
  number of beneficial interests purchased, price, terms, expenses at closing,
  and annual dues.  The Special Warranty
  Deed lists the property description and Use Year Commencement date.
  

  The Quality Assurance Checklist discloses the ownership
  rights and conveys that the ability to confirm a special reservation request is
  dependent upon the timeshare interests and use periods available.  The Marriott Vacation Club 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 Quality Assurance Checklist also lists guidelines for Banking,
  Borrowing, or Transferring Vacation Club Points.  Also noted is that maintenance fees are based
  upon the total number of vacation club points owned and will be billed on a
  calendar year basis, listing the approximate cost per point as of the year purchased.
  

  As a first day purchase incentive, 8K vacation club plus
  points were provided (valid from 9/22/21 – 9/21/24).  They may be utilized separately or in
  conjunction with the annual 4K Trust points which began in 2023.
  

  The owner’s website **************************** has
  new owner tools and resources (including tutorials, videos, and usage guide.  Owners may also reach out to Owner Services
  at ************ for assistance in using their vacation ownership.

• Initial Complaint

  Date:06/05/2023

  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.

  We were lied to and deceived by this company and we need an investigation done immediately. We were advised that the timeshare meeting would only last an hour and it ended up lasting over 3 hours. Gavin G****** and Payal D**** were our sales people. They kept giving us the runaround when we told them we did not want to buy. They made empty promises that were not kept and we ended up spending thousands of dollars on our first vacation because the rules to the timeshare were never fully explained. They also told us the maintenance fees would never go up which was a lie. We were coerced into signing a contract by the promises of many benefits and flat out lies. The benefits we were sold on, did not exist and were intentionally misrepresented in order to get us to sign a contract. We want to be released from our contract in its entirety, and we do not want to be offered any other deals. We have lost complete faith and trust in your company and we no longer want to have any association with you. Please send to us, in writing, confirmation that you have received this complaint and that our contract will be terminated immediately and refund any monies owed to us.

  Business Response

  Date: 06/09/2023

  
  It was disappointing to
  hear of the owner’s dissatisfaction surrounding their October 2021
  purchase.  We want all owners to enjoy
  the benefits of the Marriott Vacation Club.
  
  The Marriott Vacation
  Club Destinations Exchange program was designed to be a flexible, easy to use,
  points-based product for vacation ownership travel. Benefits of the program
  include a choice of any club resort, 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. 
  
  We certainly want to
  delivery upon owners' expectations however we must do so in accordance with
  their purchase terms.  As disclosed in
  the purchase documents, owners are required to pay annual dues as determined by
  the Owners Association.  Review of
  documents associated with their purchase was completed, wherein the terms of
  the purchase reflects the owner’s signed agreement, including a 10-day
  cancellation period.
  
  Additionally
  disclosed  is the Marriott Vacation Club
  Destination Exchange Program guidelines wherein 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.  Marriott Vacation Club
  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.
  
  While we regret the expressed
  dissatisfaction, there is no evidence to support cancellation of the contract.  

  Business Response

  Date: 06/12/2023

  We regret the owner’s continued dissatisfaction with the
  sales experience but have confirmed their signed their agreement to the terms of
  the purchase which included disclosures surrounding annual assessment, benefits
  and use rules of the program, and the 10-day cancellation period.
  Cancellation of their contract is respectfully declined.

  Customer Answer

  Date: 06/13/2023

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

  Nobody is reading my complaints at all. They are just rejecting my claims. This company is a scam! I demand that someone give me a response immediately!!
  
  
  
  Sincerely,
  
  
  
  ******* **** *********

• Initial Complaint

  Date:06/05/2023

  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 feel that I was not given accurate information when I signed up for this agreement, and I have experienced significant inconvenience and financial burden as a result.
  When I initially purchased my timeshare, I was not given the actual amount of the maintenance fee, which has been a significant expense over the years. Moreover, I was told that I could use my points in Marriott hotels, but later discovered that I needed Bonvoy points to do so. Even when I converted my points to Bonvoy points, they were not enough to book the room, and I still had to pay an additional amount, which was frustrating after paying so much to the timeshare.
  Using the online reservation system has also been complicated and difficult to use, and it takes a long time to get in contact with customer service agents. Additionally, most of the time, my points are not enough, and I have to pay extra aside from using my points. These are things they don’t cover in the presentation.
  Owning a timeshare has been a burden on me both emotionally and financially. I cannot see any benefit to owning a timeshare, and it would also burden my family if it passed it on to them. The continuous increase in the maintenance fee has become unbearable, especially given that I can only use the points once a year. I found that it is cheaper to book a room in a hotel two to three times a year rather than using the timeshare points because of the cost of the maintenance fee. This has led me to conclude that owning a timeshare is a scam. I believe this company should be investigated to prevent others from falling victim to this scam.

  Business Response

  Date: 06/08/2023

  We are very sorry to receive this negative complaint from Mr. *******.  In review of Mr. *******'s ownership profile, we see that he acquired 3,000 club points from Marriott's Ko Olina Beach Club on September 26, 2021.  At the time of purchase Mr. ******* received a very thorough Quality Assurance Checklist, which specifically highlights all of the reservation rules, costs of ownership - including club dues and maintenance fees.  This document also explains the process for converting club points to Marriott Bonvoy hotel loyalty points.  

  Hotels can be booked either by converting club points to Bonvoy points, or Mr. ******* can speak with Owner Services about redeeming club points directly for stays at several Marriott hotels through our Explorer Collection.  Reservations may be requested up to 12 months in advance and are honored on a first come, first serve basis.  The telephone number to our Owner Services office is 800-845-4226.

  As this is considered to be a legally binding real-estate transaction, it is not possible to simply can Mr. *******'s purchase.  In order to relinquish ownership of his club points Mr. ******* would need to sell them to a different individual.  The process is no different then selling a home or condominium.  If Mr. ******* has questions about exiting his ownership via the resale process, he is welcome to contact our resale office at 866-682-4547

  Customer Answer

  Date: 06/12/2023

  
  
  Complaint: ********
  
  
  
  From:
  ***** *******
  To:
  Business MVW Customer Advocacy and the BBB
  Sent:
  06/10/2023
  Subject:
  Respond to Marriott’s Response to my Complaint
  
  First, I would like to thank the BBB for assisting in getting a response from
  Marriott, even though said response was quite laughable. They have stated that
  a timeshare transaction is considered to be a legally binding real-estate
  transaction, I would like to respectfully point out that it is not the same.
  
  Unlike a house or condominium, timeshare
  points do not have any tangible value. It is simply a piece of paper that says
  one has points to use. In addition, online listings show that there is little
  value attached to these points. Furthermore, the pressure and incentives that
  are used to induce people to buy timeshares are not present when buying a house
  or condo.
  
  Additionally, booking a hotel room two to
  three times a year is cheaper than using timeshare points due to the high cost
  of maintenance fees. This realization has led me to conclude that owning a
  timeshare is nothing but a scam. The continuous increase in the amount of the
  maintenance fee is unbearable, especially when one may only be able to use the
  points once a year.
  
  Therefore, it is not fair to compare the
  timeshare purchase process to the purchase of a house or condominium. As a
  result, I am requesting that again my complaint would be taken seriously and
  reconsider the decision to not cancel my purchase. I will not continue with
  this farce!
  
  Frankly, I am surprised that a company with a name
  like Marriott would allow this type of misrepresentation. Thank you again to
  the BBB, even though it appears no resolution has been accomplished. I appreciate
  your help and maybe if any other complaints come in for them, something can be
  done in the future to prevent this type of deception. 
  

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

  Business Response

  Date: 06/12/2023

  The club points that Mr. ******* purchased are deeded Beneficial Interests in the Marriott Vacation Club Destinations Trust.  The Trust is a Florida land-based Trust that contains property in it for various Marriott Vacation Club Resorts referred to as the component sites.  At this juncture, we may only reiterate that our organization has not method to simply cancel Mr. *******'s purchase.  His two options for relinquishing his club points are to sell them to a different individual or to go through the loss mitigation process for defaulted loan/maintenance fees.  We consider this matter closed.

• Initial Complaint

  Date:06/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 28, 2019 while visiting a Marriott property in Las Vegas, my wife and I were approached about purchasing a vacation package for our next vacation. The package cost $995 and included 5 Days and 4 Nights at the Marriott in Manhattan New York, with 2 years or until July 28, 2021 to use the package. Since my wife had never been to New York and always wanted to see Time Square, we decided to purchase the package. However, in March 2020 the country shut down because of Covid, and travel was out of question. In 2021, I contacted Marriott about the package and was told because of Covid, 2020 and 2021 would be extended to 2022 and 2023. So now that all Covid restrictions have been lifted, we tried to book with Marriott and was told the extension was only for 2022. Although my wife and I are in of mid 60's and there were still flare-ups with Covid in 2022, we would have used the package in 2022, rather that lose our money. We are both retired and on fixed incomes and cannot afford to donate $995 to Marriott International. We purchased the package on good faith and should not be penalized for the Covid epidemic or mis-information from Marriott. Please help!!

  Business Response

  Date: 06/07/2023

  We responded directly to the guest. 

  Customer Answer

  Date: 07/05/2023

  
  * *
  Sat, Jun 24, 11:23 AM (11 days ago)
  to me
  
  I finally received a response Greg at Marriott and we have agreed to a resolution.  Thank you for your help and diligence.  
  
  Best Regards
  ****

• Initial Complaint

  Date:06/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We reached out to Marriott to express our concerns with our experience with the timeshare and their sales representatives regarding their misrepresentation of the product they sold to us. The timeshare fees have dramatically gone up, which we were advised that they would go up, "just a few dollars" each year. We were told by Brian K**** that we could be released from our contract at any time if we were not happy with the timeshare and that Marriott would buy it back from us with problem, but this was a complete lie! We were absolutely deceived about the benefits of the timeshare and the company has not lived up to their promises. They intentionally deceived us by telling us one thing and then rushing us through the contract signing, because they knew that it said differently. We were on vacation and did not have time to have it reviewed by the cancellation date. We also didn't know at that time how impossible it would be to get a vacation booked anywhere we wanted in any reasonable time frame. And the fees have increased to a ridiculous amount in the short time we have had this timeshare. We had to continue to pay our fees throughout Covid pandemic, even though we couldn't use the facilities. the one time we did use it the rooms were not the size they were supposed to be and they were run down and yet we are paying astronomical "maintenance fees". We got tricked into signing another contract because our initial contract "wasn't enough" to use, even though we were sold that with the expectation of using it. The whole thing was lie after lie. This is a complete Scam and we want to be released from this contract now! How do companies get to lie and trick people and continue to do business and thrive. This should be illegal!!!

  Business Response

  Date: 06/05/2023

  It
  was disappointing to hear of the owners’ dissatisfaction with their Marriott
  Vacation Club ownership purchased in April 2017 and February 2020.  We do find that ****** *******, Customer
  Advocacy Manager had previously responded to their complaint in April 2023.
  
  The
  terms of the purchases were reviewed and found to have been appropriately
  conveyed and agreed upon.  A 10-day
  cancellation period was also provided.
  
  We
  certainly want to delivery upon owners' expectations however we must do so in
  accordance with their purchase terms.  As
  disclosed in the purchase documents, the purchase of beneficial interests in
  the Marriott Vacation Club Destinations program is for personal use and not for
  investment potential or resale potential. 
  
  Additionally
  disclosed is that 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 Vacation
  Club 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.
  
  While
  we are sorry for their expressed dissatisfaction, there is no evidence to
  support contract cancellation.  

  Business Response

  Date: 06/12/2023

  While we take Ms. *****s dissatisfaction seriously, we find that the purchase was conveyed
  appropriately, including the 10-day cancellation period which was stated on the
  Purchase and Sale Agreement and Receipt for Vacation Ownership Documents
  specifically.  We
  maintain our position and respectfully decline Ms. *****s request for
  cancellation.

  Customer Answer

  Date: 06/12/2023

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

  1. Your sales representative Brian K**** LIED TO US!  He lied about the fact that if we felt what we bought was not what was presented to us that you would buy this back (or if we were in any way disappointed with the program)  When we contacted Brian to sell it back he told us to wait because we would only get 25% of the value back and that it would be increasing in value so we should wait.

  2.  We were told that the maintenances fees would go up a little each year but they have more than quadrupled.($1200 to $7100) ANOTHER LIE

  3. We were coerced into purchasing MORE points because we were told that whoever sold us the original package didn't know what they were doing and gave us a bad deal....oh but this was going to "fix everything"  IT DIDN'T...just MORE LIES

  4.  We were NEVER told that our interest for the 2nd contract was 220%.  WHY WOULD WE SIGN IF WE KNEW THAT:???

  5.  We can never get anyone to help us when we call.  And if we do manage to reach someone we are just told that there's nothing they can do and they are very unfriendly (hence the letter we received that told us to "just let it go into foreclosure" as a response to our dissatisfaction. 

  Your response that you are confident that we were given accurate information and adequate time to review and cancel, is yet another LIE.  Obviously we wouldn't know that we couldn't get any bookings or that you wouldn't buy it back until we tried to actually do those things.  We had no reason to believe that Brian was lying to us so we trusted the good name of Marriott, and it's representatives.  We will not make that mistake again.  I'm sure there are consumer fraud agencies out there who would be interested in knowing the type of scams you guys are pulling and the lies that you tell.  I fully intend to make noise about this and will not go away quietly.   I also cannot believe that with all of the HORRIBLE REVIEWS I read online about this that the BBB doesn't do something about this?  Where are the rights of the victims of this fraud protected?  Who is looking out for us?

  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:05/11/2023

  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.

  I am a Marriot Vacation Club (MVC), owner, and have owned for over 20 years at the Newport Coast Villa Resort in Newport Beach California. On April 3, 2023 I reserved my 2023 year week for June 10, 2023 for a 7 day stay at my home resort at Newport. That same day I received an email confirmation from MVC for this reservation, (res # ********). The very next day I read an another email from MVC saying that the reservation was cancelled. No reason was on the email for the cancellation. When I went on line to find out why it was cancelled by MVC, I was told that I had agreed to rent my week back to MVC so that they could use it. I NEVER agreed to rent my week back to MVC. When I made the reservation online with the assistance of MVC advisor, Brook P. she brought up the idea of renting my week back to MVC and that I could get, over $2,000 for it, but that I would have to sign a contract. I told her to send me the contract to read over, because I might have tax consequences and was not sure about renting it. I never signed anything. Without signing any contract to rent my week, Advisor Brook P emailed me a cancellation of my reservation once our chat was over, without my consent. I never signed any contract and no contract exists for me renting my week to MVC. And as of now, I have no week. I next called MVC to inform them that I had been a victim of fraud by Brook P. and had never consented to rent my vacation week back to MVC and I wanted to use my June 10th week. I finally spoke to MVC supervisor, Dale M., who assured me that I would get my week back and that Advisor Brook had no authority to cancel my week. He said he would help me, but I have called and emailed for the status of my week, several times, but to date I have no assurance that I can stay on June 10th, denying me the ability to plan a vacation with my family with only a month until June 10th. This is Marriot Case Number *********  Online chats regarding this issue are attached.

  Business Response

  Date: 05/25/2023

  I am working directly with the owner on the request to secure her dates.

• Initial Complaint

  Date:05/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this letter to express my disappointment with Marriott Vacation Club. I would like to lodge a complaint and take appropriate action against the company.
  
  To begin with, my family and I have been loyal customers of Marriott Vacation Club for years now. However, despite our repeated efforts, we have not been able to use our timeshare when we want. Additionally, the expenses keep increasing every year, and we have to spend a considerable amount of money without any benefits.
  
  When we approached Marriott about buying back the timeshare, they laughed and made it clear that they have no intention of helping us out. This was not only insulting but also highly unprofessional. On top of this, the ongoing increase in expenses has made it increasingly difficult for my family financially.
  
  We trusted Marriott Vacation Club, and what we thought would be an incredible investment turned into a nightmare. The company has shown no concern about our situation, and we have decided never to use or recommend their services again.
  
  Therefore, I am requesting that you investigate Marriott Vacation Club's business practices and take appropriate action against them. I hope that this complaint will provide information and alert other consumers to the financial and emotional cost of using Marriott Vacation Club.
  
  Thank you.
  
  Sincerely, ******** *** ******* *******

  Business Response

  Date: 05/16/2023

  I am sorry to read that this owner has had a difficult time
  securing dates of interest. As stated within the purchase documents, Marriott
  Vacation Club cannot guarantee a specific resort, dates of travel, or types of
  accommodations. We do recommend trying to secure reservations as early as
  possible. We do this because we found that the earlier a reservation is
  requested, the better the chances are that a specific request may be confirmed.
  We also have a Helpful Tools section on the owner website dedicated to helping
  owners learn how to maximize ownership.
  

  We do understand and agree that the maintenance fees increase annually. We also share this within the contract. Please note that the majority of these fees go to the upkeep of the resorts participating in the Abound program.
  
  I do apologize if the resale associate's response was not
  professional. While we are not making offers to repurchase, owners do have the
  right to sell on the open market or through a third-party resale company.
  
  I recommend the owner visit the Helpful Tools section of the
  owner's website. As I previously shared, this section of the website is in place
  to help owners lean how to make the most out of their ownership. 

  Business Response

  Date: 06/05/2023

  The document titled Quality Assurance Checklist, which is
  signed by the owner, states maintenance fees for the calendar year of your
  closing are approximately $0.62796 per Vacation Club Point owned (as of 2022) and may change from year to year. We state it this way because there have been
  occasions where the fee is less than the previous year.
  
  The owner can contact our exit team at 866-682-4547 for options
  to relinquish ownership. One of those options may be to list the ownership for
  sale. If this is of interest and an option, the owner will be placed on a list
  with other owners to sell their points. The list does go in order of when the
  guest signed up. In this scenario, we act as a broker, so it’s not an instant
  sale. We also cannot guarantee if or when it will sell.

  Customer Answer

  Date: 06/06/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and will respond to them directly. 

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

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a vacation club presentation with Marriott Vacation Club for Orlando back in early April. I never received a confirmation, so I called on April 14th. The agent said the phone number was wrong on the account; however, the email was correct. She said I would get my confirmation soon. She also said I would not know my presentation time until a few days prior to arrival which is weird. After never receiving a confirmation, I called again on May 5th and spoke to a male agent. He stated both my email address and phone number was incorrect. He corrected and said my presentation was on October 31st at 3pm. After not receiving a confirmation and we decided to bump our trip to December, I called again on May 8th. The male representative said I could change to December for a $75 fee. When I asked what room I would get, he said two rooms with a king bed in both rooms and two Queen sleeper sofas. That was not what I originally had reserved. He was persistent in stating they did not have any rooms with a King and two Queens/doubles. So, I decided to cancel at that point, and he said I could not cancel as it had been past 15 days. Really??? I still have not received any confirmation. Based on reviews here, this is a very shady company. I just don't understand why they would want to make us mad when they are trying to sell us a vacation club package.

  Business Response

  Date: 05/10/2023

  From: ****** ******* 
  Sent: Wednesday, May 10, 2023 3:17 PM
  To: *************************** ***************************
  Subject: RE: [EXT] RE: Customer Advocacy
  
  Good Afternoon Mrs. *****
  
  Thank you so much for your patience.
  
  My deepest apologies for the challenges you faced in
  receiving the confirmation email for your stay and the hardship you experienced
  due to incorrect information inputted into the system by our team. We have
  refunded the $599 from your vacation package, and you should receive the funds
  within 7-10 business days. Please keep an eye on your account and let me know
  if you encounter any issues with the refund.
  
  I understand that this situation caused you frustration
  and inconvenience, and I assure you that we take these matters very seriously.
  I have shared your challenges directly with our sales and marketing leader to
  address them with the team and ensure that such issues do not occur in the
  future. Your feedback is invaluable to us, as it helps us improve our services
  and provide the best possible experience to our guests.
  
  Thank you for allowing me the opportunity to assist you.
  If you have any further questions or concerns, please do not hesitate to
  contact me.
  
  Best Regards,
  
  MARRIOTT VACATIONS WORLDWIDE
  
  Kat V****
  Customer Advocacy Manager

  Customer Answer

  Date: 05/12/2023

  
  
  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,
  
  
  
  ******* ****