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:05/08/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are filing a complaint against Marriott Vacation Club. My family and I have had a terrible experience with this company due to their false promises and unethical business practices. We were approached by Marriott Vacation Club, and they offered us a complimentary vacation for listening to their presentation, where they promised us flexibility, deeded property, low maintenance fees, and the ability to sell our timeshare at any time for its original value. We were convinced to purchase 1000 points and the Marriott credit card to do so, but we were later coerced into buying another 1000 points to improve our chances of getting the vacation times we wanted. Unfortunately, this strategy was ineffective and only made our financial situation worse. We have tried to sell our timeshare but have found out that it is practically worthless. We have also attempted to work with Marriott Vacation Club during difficult times, such as during the COVID-19 pandemic and during my emergency surgeries, but to no avail. They sent us to collections and halted our account without offering any real help. We feel that Marriott Vacation Club has exploited our trust and good faith.

  Business Response

  Date: 05/09/2023

  
  The
  impact of COVID-19 has certainly affected countless owners. We are
  sincerely sorry for the personal impact to the ***** Family.  It was such a difficult and unprecedented
  time.  We wish Mr. ***** and his family
  well.
  
  We
  are disappointed to learn of Mr. *****’s dissatisfaction since purchasing his
  vacation ownership in July 2018 and August 2020.
  
  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 choice of over 90 club resorts, check-in any
  day of the week, any season of the year, for a 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.  To
  ensure that the terms of the purchases were properly conveyed, we reviewed documents
  associated with Mr. *****’s purchase to ensure that the terms of the purchase were
  disclosed and reflected the owner’s signed agreement.
  
  Also
  disclosed during the purchase is that 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, 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 regret Mr. *****’s dissatisfaction with his purchase, we find that the terms
  of the purchase were properly conveyed and agreed upon.  Respectfully, we must decline his
  cancellation request.  
  
  

  Customer Answer

  Date: 05/18/2023

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

  As consumers, we
  trusted that what we were being told by your representatives was true and
  honest, without any hidden agendas or fine print. Unfortunately, this was not
  the case. We understand that your company claims that we had ten days to review
  the contract documents and decide to cancel. However, the main issue here is
  that your sales representatives did not properly explain the terms of the
  contract to us. While it may be stated in the lengthy multi-paged set of
  documents, it is not reasonable to expect regular people to have the time or
  energy to read through and comprehend such complex legal language without
  professional assistance. Your sales representatives failed to do their job in
  properly explaining the contract to us, considering the significant amount of
  money we were preparing to spend on it. Instead, they rushed through each item
  in the contract while pressuring us to sign it quickly. They never once
  mentioned that we were afforded ten days to review and cancel our agreement,
  which is simply unacceptable. As consumers, we should never have to second guess
  what it is we are signing if we are dealing with an honest, reputable company.
  Clearly, Marriott does not fall under this category, which further strengthens
  our desire to be released from the agreement. We feel completely deceived and
  misled by your sales representatives, and we urge you to take immediate action
  to rectify this situation
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 05/19/2023

  For the reasons we have already stated, we respectfully decline Mr. *****'s request for cancellation.

• Initial Complaint

  Date:05/04/2023

  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.

  We decided to book a trip. I had 2 medically fragile children and needed early check in. Spoke to Jon who said it wouldn't be an issue as long as we weren't picky. I mentioned having a townhouse. I decided to add a night to avoid the any issues. Reservations would allow me to add a night with a huge rate increase, so I called the resort for help& spoke with Dijon who told me to book for 3 days and they'd decrease it to 1 day on the resort's end. I called on the way to FL to confirm and was told that I had a villa, not a townhouse. We went back and forth& Oscar came to the phone, and I explained that I had had 3 representatives converse with me regarding extending my stay and that I mentioned my townhouse and wasn't corrected. His response was a bunch of excuses until I offered to email him the calls. He called back & told me that he'd need until 8 PM, but he'd have it ready. I had to reiterate that I had traveled 6 hours with kids that needed medical maintenance, which was why I booked an extra day so that I didn't have to wait to check in. He interrupted rudely, "Look, what do you wanna do?" He did end up getting the room ready by the time we arrived (around 6 PM), but there was hair all over the blow dryers/sink. He sent a man to come look, but I Lysoled/cleaned it. Stay was ok other than the fact that we were locked out of our room 3 times, no wifi. Went to check out& asked for them to compensate for the times we were locked out, the dirty roo, etc. Then Dijon came said to speak with Oscar. I asked for the GM, Jorg. Dijon gave me a card for Jaret. I asked again for the GM's info and things took a left turn. Elijah walks out. He is appears calm, but is overly aggressive for no reason. He started saying a combination of things over an over. "We gave you Jaret's info. We're not doing this with you. Jorg doesn't address guests. He's on vacation. He manages 6 or 7 properties." Oscar needs to set a better example because Elijah is terrible.

  Business Response

  Date: 05/04/2023

  Katiria V**** from our corporate Customer Advocacy department has already discussed this matter with Ms. ******* on April 19th.  During that conversation Kat apologized for the concerns that Ms. ******* has expressed within her complaint.  The resort leadership team did everything possible to accommodate her villa location requests.  As a gesture of goodwill for the housekeeping and engineering issues reported to the resort team and our corporate office, Katiria provided Ms. ******* with 66,000 Marriott Bonvoy points.  Ms. ******* accepted these points on April 19th as resolution to this matter.  We consider this matter closed.

  Customer Answer

  Date: 05/08/2023

  
  
  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 filed this complaint under the wrong sector of Marriott as this is a time share property and the complaint was forwarded to the correct department after it was resolved.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were surprised to see that our finance rate with Sheraton was higher than we expected. We expected the rate to be lower than the prior purchase which was 12.99%. He continued to pressure us by saying we could refinance the loan when we got home. We were shocked to see the interest rate increased to 13.99%. That there was a finance company named *********** that would refinance us and get us at a much lower rate. That many of his clients were doing that. The rep made it seem as if refinancing was easy and all owners did it. We would have not upgraded had we known we would be stuck with Wyndham financing.
  The length of loan was never discussed. We believed our loan was being set for 10 years. We did not find out it was set for 15 years until much later. We were told we could use our points for cruises, airfare, and car rentals.
  A rescission period was not discussed. We immediately felt buyers remorse leaving the closing office. We did not know we could cancel. The closing was rushed. We were not given time to read the contract.
  We were also told that with our current timeshare that if anything should happen to us our children would not be able to inherit unless we completed an upgrade to fix the mistakes from a previous upgrade. That currently our TS would go directly to probate and not to our children. Our old contract would not let us do so. Wewere shocked when we heard this from the sales rep because we had ALWAYS been told in the past that we could leave this in our will to the children. If we did not upgrade we were worried we would lose our investment.
  By upgrading he told us we would also have access to Air BNB’s. . That we would be able to rent pur points to generate income to cover all our fees. Not true!

  Business Response

  Date: 04/27/2023

  We are
  disappointed to hear of Ms. *****’s dissatisfaction, especially as she has been
  an owner with Vistana Signature Experiences, Inc. since August 2008.  We sincerely apologize for her dissatisfaction
  but appreciate the opportunity to respond.
  
  When looking
  into the use history, there is a record of vacation travel to Sheraton Broadway
  Resort and Sheraton Vistana Villages over the years of the ownership along with
  StarOption banking transactions.
  
  Ms.
  *****’s purchase history reflects that after her initial purchase in 2000,
  there were subsequent purchases/upgrades in 2001, 2008, 2016, 2018, with the
  most recent Sheraton Flex vacation package purchase in September 2022.
  
  The account
  indicates a past due loan status with two payments received on the loan in December
  2022 and January 2023.  Although the
  owner initially enrolled in automatic credit card payments, she cancelled that
  enrollment as of February 1, 2023.
  
  The
  Purchase and Sale Agreement conveys the purchase price, deposit, administrative
  fee, and balance.  The balance of the
  purchase may be paid at or before closing or by mortgage loan requested by
  purchaser from seller.  The loan terms (interest
  rate, term, and monthly payments) are stated on the Purchase and Sale
  Agreement.  Also conveyed on the Purchase
  and Sale Agreement is the cancellation period of 10 calendar days after the
  date the agreement is signed.
  
  The
  Purchaser’s Acknowledgement discloses that the purchase of a vacation ownership
  interest is not intended as an investment for profit, but is for personal use and
  enjoyment.  Owner acknowledges and agrees
  that the seller has made no representations regarding the vacation ownership
  interest’s potential for future profit, rental potential, tax advantages,
  depreciation, investment potential or other monetary or financial advantage.  Additionally, the purchaser acknowledges that
  they may rent their reserved vacation period at any time, however, seller does
  not provide any form of rental program.
  
  Although
  we regret Ms. *****’s desire for cancellation/refund of her Sheraton Flex
  vacation package purchase, we are unable to disregard the contract obligation
  and respectfully decline her request.

  Customer Answer

  Date: 05/05/2023

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

  We were told plain and simple that we could rent outr points to generate income  to pay our yearly fees. This idea of renting motivated us.The rep told us that we NEEDED to refinance our timeshare. The rep mentioned *********** as a great option to refinance. The rep told us refinancing was easy and that all owners were doing it. We would never have upgraded had we known we would be stuck with Wyndhams financing! We planned on refinancing the loan as soon as we got home.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 05/09/2023

  Our position has not changed; we respectfully decline cancellation of the contractual obligation.  We do however question the repeated references of Wyndham's financing.

• Initial Complaint

  Date:04/25/2023

  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 received an overdue payment notice in December and January for my MVC loan. I requested to speak to the company several times and got no response. I finally responded my email informing them I have never paid my bill late and they needed to reverse the charges. Their response to my request was to copy the original email and have made no attempt to review and/or evaluate my request/concerns. I have attached the email traffic as supporting documentation (oldest correspondence to newest). I would simply like my record corrected and the overdue fees removed

  Business Response

  Date: 05/09/2023

  We extend our sincere apologies for Mr. ***********s poor service
  experience and lack of requested follow up contact.  Please know that appropriate follow-up measures will be taken to address the owner's unfavorable interaction. 
  
  Our review of the account indicates December 2022 payment (due 12/5/22) was made on 12/18/22 and
  a late fee of $9.50 was applied.  January
  2023 payment (due 1/5/23) was paid on 1/16/23 (no late fee was applied).  Upon receipt of a payment dispute, Financial
  Services will require proof of payment in the form of a cancelled check, credit
  card statement, or bank transfer/wire record.
  
  In apology, we are agreeable to waive the $9.50
  late fee from the December 2022 posting and will apply it to principal. 
  
  Again, our sincere apologies.

  Customer Answer

  Date: 05/15/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  Please note that I requested a payment history from MVC and a 5 minute perusal revealed that they erroneously applied 11/4/22 payment to Nov 22 instead of to Dec 22. The Nov 22 payment was already paid on 10/13/22. This is what triggered the 'late payment' when I made my Jan 23 payment on 12/19/22. 

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

• Initial Complaint

  Date:04/17/2023

  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.

  During the entire presentation we had no idea we were being sold more *********! Everything that Mr. B**** showed us pointed towards this being a Marriott purchase. We would never have purchased more if we knew it was going to be with Sheraton. We were led to believe by being Marriott owners the merger allowed us to keep our 3 fixed weeks.
  Mr. B**** never discussed the increase to our maintenance fees. We only found out about the increase when we received our bill a few weeks later. We were under the impression that our fes would be decreasing because of the upgrade. Mr. B**** had told us we would be able to rent our points to cover our yearly fees which was not true! Mr. B**** said we had enough annual points to cover ALL our fees. We were also led to believe our fees would go away after 10 years. Not true. That we would not have to pay maintenance fees in the future after the mortgage was handled.
  This merger with Marriott was going to give us Titanium status through Marriott. Mr. B**** made a big deal about this because this new status would allow access to the high value weeks that Mr. B**** was discussing. This never came to pass. He NEVER mentioned that resale/rental for these high value reservations was already available to the public, for pennies on the dollar!
  We were led to believe we could use our new points immediately. We later found out that the points will not be released until 2024 as mentioned above. Mr. B**** kept stating we would lose all our benefits by not purchasing that day. Not true! Mr. B**** told us we would receive status with Interval International as well which would handle our cruises. Please understand we were comfortable with the week we had before this upgrade. This was NOT a need based purchase.
  The signing of the contracts was rushed and we were not given time to read all the contract documents being shown to us. We were only told to sign here and here. There was no discussion of a cancellation period.

  Business Response

  Date: 05/01/2023

  I am sorry to read that this owner didn’t realize they were
  purchasing ******** Flex options. The title of this contract is ******** Flex
  Vacations Purchase and Sale Agreement. It also describes what is being
  purchased as Star Options in the ******** Flex Vacations Ownership Plan. Both
  ******** and ******* are referenced throughout the contract, so I again
  apologize if this wasn’t clear. One of the recently announced benefits of
  ownership is the addition of the Abound program. This program gives *******
  owners the ability to secure reservations at Westin and Marriott Vacation Club
  resorts without having to use an external company.
  
  The first page of the contract states owners are required to pay
  annual dues each year and provides the specific assessment amount for the year
  the contract was written. There is nothing within the contract that states the
  annual assessment will be removed after 10 years or when the mortgage is
  satisfied. These fees are used for the upkeep of the resorts, so if the fees
  are not paid, we would not be able to provide the experience our owners have
  come to expect and deserve.
  
  This owner has reached the chairman level of ownership. One of the
  many benefits to owners at the chairman level is having one of their Marriott
  Bonvoy accounts upgraded to Titanium Elite. We don’t have this owner's ******
  number, but if they contact Owner Services to add it to their account, it will
  be upgraded to Titanium.
  
  We also provide enrolled owners with a complimentary Interval
  International account. The owner can use this account to secure cruises or
  resorts. If the owner is interested in securing a cruise, they can contact
  Interval International at 888-784-3447.
  
  I’m sorry this owner thought the usage would begin in 2023. The
  contract stated that usage would start in 2024. If it is of interest, we may be
  able to change it to begin in 2023. If we do make this change, the owner would
  be required to pay the 2023 maintenance fees.
  
  We understand that an owner might not be able to use all of
  their ownership. If an owner doesn’t have the ability to use their property,
  they can rent it. If an owner decides to rent their time, they set the price of
  the rental and may partner with a third-party company to facilitate the rental.
  However, we cannot guarantee that they will be able to rent their time or how
  much they may receive.
  
  The contracts are lengthy, so we do not go over every detail
  unless the purchaser wants to. However, we are legally required to provide new
  purchasers with a 10-day rescind period. The details of the cancellation policy
  are provided in several sections of the agreement. We also place these details
  in a larger-than-normal font to ensure they stand out. This 10-day period was
  determined to be enough time for the purchaser to review the agreement on their
  own and determine if they wanted to move forward. There isn’t an option to
  cancel after the rescind period. 

  Business Response

  Date: 05/10/2023

  I am again sorry that this guest thought they were purchasing something other than what the contract stated. While I understand the guest feels there is video of the sale, we don’t record the presentations due to sensitive information such as social security numbers and credit card information being shared. As the guest stated, signing the contract and agreeing to the terms and conditions shows that they understood and agreed to moving forward with the purchase.

  Customer Answer

  Date: 05/11/2023

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

  One cannot understand and move forward when several things occured. There was no discussion of the cancellation period. The signing of the contracts was rushed and we were given no time to read the contract before signing. We did not receive a copy of the signed contract.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:03/30/2023

  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 writing to file a complaint against Marriott and Vistana regarding the timeshare they sold to us. We were misled and deceived during the sales pitch, and since then, we have been facing numerous problems.
  
  We were sold a useless timeshare, and it has caused us nothing but headaches ever since. The upgrades that were suggested to us have only added to our frustration. Also, the fees associated with our timeshare upgrade have been much higher than what we were initially told, and this has caused significant financial hardship.
  
  We were also given a hotel discount code, which we have never been able to use due to a lack of availability on the dates we wanted to use it. We have tried contacting Marriott and Vistana for help with our situation, but we have only been given the runaround. They have toyed with us and have never given us any real options to escape this timeshare nightmare. We are struggling now and just want to be rid of this burden.
  
  Thank you for your attention to this matter. We look forward to hearing from you soon.

  Business Response

  Date: 03/30/2023

  I am
  sorry to read that this guest feels misled about the purchase. I have reviewed their
  account and can see they have been able to secure dates on several occasions. While
  I again apologize the guest feels misled, the full details of the loan agreement
  and ownership are provided at the time of purchase. This information is
  provided to ensure the purchaser understands and agrees to the terms. New
  owners also have 10 days from the date of purchase to review the agreement on
  their own or with an attorney to determine if they want to move forward.
  However, as stated within the contract, there is not an option to cancel after
  the rescind period. 

• Initial Complaint

  Date:03/23/2023

  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 am writing to file a complaint regarding the recent cancellation of my hotel booking at the Hong Kong W hotel. As a loyal Marriott member since 2021 (Member ID: *********), I had accumulated 11050 points that I intended to use for my vacation after COVID.
  
  Unfortunately, due to visa and flight issues, I had to cancel my booking and tried to change the date to re-book. While I received notice that cancellation was free 24 hours before the booking date, I was not notified that my points were about to expire before the re-booking. I believe Marriott has a responsibility to notify all customers before their points expire, even after a refund.
  
  To my dismay, I discovered that Marriott had taken away my 11050 points without notifying me. I am extremely disappointed with this situation and feel that my loyalty as a customer has not been valued.
  
  I am requesting that my points be reinstated to my account as soon as possible. I urge Marriott to take responsibility for this oversight and to ensure that such incidents do not occur in the future.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Business Response

  Date: 03/29/2023

  While we are sorry to hear of Ms. *****s dissatisfaction, her concerns are regarding Marriott International and not Marriott Vacations Worldwide (separate corporations).  We request that Ms. ****'s complaint be properly directed to Marriott International/Marriott Bonvoy.

• Initial Complaint

  Date:03/22/2023

  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.

  On May 6, 2022, we met with an agent of Marriott Vacation Club (MVC) in Williamsburg, Va. The goal was to exgange time-shares.
  As part of the deal, we were given 5000 points to be used within 2 years or to sell them back after 1 year which was May 09, 2023.
  We recently ask MVC how to proceed to sell those 5000 points. We were told that it was not possible to sell those points, and this since the beginning of the pandemia.
  How come we cannot sell those points after being told we could by the agent? Either the agent did not know about it or lied to us.
  Our goal is to sell those points and get some of our money back.
  
  There are 94 pages in the document!!

  Business Response

  Date: 03/24/2023

  Our records reflect that on May 10, 2022 Mr. ****** acquired an additional 7,750 club points in the ABOUND program.  As a purchase incentive, Mr. ****** received 5,300 single use points that are valid for travel until June 30, 2024.  Single use points can be used just like normal club points to plan a vacation stay however Mr. ****** wishes in the vacation ownership program.  

  We apologize for any confusion that took place at the time of purchase.  Single use points cannot be sold back to the organization.  Mr. ****** is welcome to make a reservation at one of our Marriott, Sheraton or Westin vacation ownership resorts.  He can also use the points to plan a cruise, stay at a Marriott hotel, or for a variety of other vacation options through our Explorer Collection.  

  If Mr. ****** needs some assistance with making a reservation, or if he needs suggestions on how to best maximize the value of his club points, he is welcome to call our Owner Services office at 800-845-4226.  Owner Services hours of operation are Monday through Friday from 9am to 8pm eastern.  

• Initial Complaint

  Date:03/22/2023

  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 have been a multiple week owner in MVC for over 20 years. For the last at LEAST 5 or 6 years I have been unable to book my home resort. I log in 15 min prior to the inventory release (9am EST 1 year before the first check-in date for the desired week) and refresh until it opens. Every year, EVERY YEAR, there is no inventory for the entire weekend. This is despite the fact that there is inventory they are happy to charge me for if I'd like to pay for the stay but it is not available to book as an owner. I end up reserving a midweek check in for a different week and pay to swap it through a third party (Interval) for a stay at a different resort. I may as well own at that resort, not Marriott. I've call every year to try and get resolution, and every year, including this year, no resolution is provided. The final resolution I would like is a week every year at my home resort which is what I signed up for, or a complete refund of what I paid for the timeshare.

  Business Response

  Date: 03/24/2023

  I am sorry to read that this owner has not been able to secure the dates of interest. We don't guarantee specific dates. This owner has the ability to secure over 90 sets of dates within the season of their Caribbean ownership and over 100 for their Utah ownership. Some of these dates are in higher demand than others. The reservations are secured on a first-come, first-served basis for owners, so we recommend confirming the inventory release date through the owner website and calling Owner Services at 9:00 a.m. Eastern on the release date.

  The inventory available on the Marriott website is typically there because an owner rented the time they own or converted their ownership to Marriott Bonvoy points.

  If the ownership is being used to secure other locations, they may want to explore the Abound program and converting their usage to Club Points. The Abound program gives owners the opportunity to exchange internally to over 90 resorts as well as opens up access to cruises, tours, and many other options.

  Customer Answer

  Date: 03/27/2023

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
    This has been going on for years. It was never a problem in the past. The fact that for the past (at least) 5 or 6 years I've logged in at the time of release and there is NO, ZERO, ZILCH availability is unacceptable. A year here or there or if I logged in late I could understand. Every year?? The real complaint is that there actually IS inventory available for that week. IF I want to pay for it. This property is not a hotel. The owners should have first crack at all inventory. That is what we paid for. The fact that Marriott can/does set aside rooms to rent to non-owners and prevent the people who bought into this resort is criminal. This never used to be the case. I would like my ownership completely refunded. This is not what I bought into.

  
  
  Sincerely,
  
  
  
  Kenneth *******

  Business Response

  Date: 03/30/2023

  I
  checked availability for 2023 and 2024 and found several dates available in
  each year. This owner has already secured their 2023 and 2024 dates for all
  three of the weeks they own. This owner's reservation history also shows they
  have been able to secure dates every year going back to the first year of ownership in 2005.
  
  Regarding availability online at a paid rate, the inventory available online is
  there due to an owner deciding to rent their time, an owner converting to
  Marriott Bonvoy points, or an owner being past due in maintenance fees. This
  information is shared with all of our owners within the contract. 

  Customer Answer

  Date: 03/30/2023

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

  Wrong. I am specifically referring to our Surf Club ownership. I was not able to book the week I logged on for. Just like the last 6 years I've had to book a week I don't want and trade it through Interval for a different property. Again; why wouldn't I just get a timeshare with THAT property?! If I log in and move to reserve a room at the precise time availability is released I should be able to get some form (Full Villa, Master Suite or Guest Suite) of room available. You mean to tell me that in .035 seconds all 450+ rooms get booked instantaneously?? For 6+ years running?? No way. Something else is going on here. I haven't been able to book that particular week in ages. It's not happenstance and it's not a rarity. It's EVERY YEAR. It's criminal and it's unacceptable. Please refund my timeshare post haste.
  
  Sincerely,
  
  
  
  Kenneth *******

  Business Response

  Date: 04/03/2023

  Our Aruba resorts are some of the most sought-after properties
  we have. Yes, inventory for the resorts can go within seconds. Please
  understand that we have hundreds of associates answering the phones, so
  hundreds of reservations are made within a very short period of time. Owners
  also have the ability to make reservations online at the 12-month inventory
  release, so it is not just the owners who are calling in to secure dates. Also,
  please keep in mind that not all of the villas have the same season, so not all
  of the villas are secured on the same inventory release dates.
  
  As previously stated, we do not guarantee specific dates.
  Ownership is sold with range of dates within a season. While I understand the
  dates secured were not the first choice, this owner has been able to secure
  reservations every year since 2008. Therefore, we respectfully decline the
  request for a refund.

  Customer Answer

  Date: 04/04/2023

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

  Wrong. I was able to get undesirable weeks, yes. What is the point in that? What other option do I have? Trading for points is a total short. I need a week to trade for a week. There is some shenanigans going on with the inventory at Surf Club. I never used to have an issue and I STILL don't have an issue at our other timeshare (Marriott Mountainside). I am able to get the most popular weeks without an issue. Surf Club? Not so much. This is a class action lawsuit waiting to happen. Stay away from buying at Marriott Surf Club!!
  
  
  
  Sincerely,
  
  
  
  Kenneth *******

• Initial Complaint

  Date:03/20/2023

  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 had withdrawn my report to the Better Business Bureau, and my report for fraud, because an agent of Marriott had called and deceived me into thinking that everything was taken care of.
  
  Marriott sold me a vacation package for a weekend in Boston. They lied on the phone about the price, calling later to ask for hundreds of dollars more. That was their first fraud. Now they call to tell me that I cannot use my vacation package unless I report to a sales presentation on Easter morning. That is a breach of contract. I was not informed when I paid several hundred dollars that I would be required to attend a presentation on Easter morning.
  
  Though I was not obligated to do so, out of my own curiosity I offered to meet a sales representative on Tuesday, Wednesday, or Thursday morning. I was told I could not do so, but was given no comprehensible reason for this rule.
  
  I will now renew my complaint with the Better Business Bureau that I had previously withdrawn for deceptive sales practices and breach of contract. I will also renew my fraud inquiry.
  
  This is a demand for a full refund of all money I have sent to this fraudulent organization.

  Business Response

  Date: 03/21/2023

  A leader from our corporate Customer Advocacy office has emailed Mr. ********* and resolved this matter for him.  If Mr. ********* has any further questions or concerns he is encouraged to respond to the email received.