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 Vacation Club International

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

• 

  Marriott Vacations Worldwide

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

• 

  Marriott Vacations Worldwide

  4101 NW 87 Ave. Miami, FL 33178

• 

  Marriott Vacations Worldwide

  4101 NW 87th Ave Doral, FL 33178-2122

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:03/20/2023

  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.

  Marriott Vacation Club (MVC) provided inaccurate information that led to a $1,015 loss, they have not provided a resolution to after multiple requests.
  Summary:
  Original points reservation in 2020 was cancelled due to COVID, the points were returned into a restrictive account (120 day hold) for future use prior to 12/31/2022 (3,625 points).
  We rescheduled in 2021 & able to use 625 of the restrictive points. We were told multiple times by MVC when booking that we had the option to use the remaining 3,000 points as resort credit (restaurants, activities, etc). This was confirmed again via phone in the weeks prior to check in.
  At time of check in, we were told resort credits were not allowed due to an ‘ownership change’ to Sonesta (which appears to have occurred well before our reservation was made). The credits are valued at $1,015. MVC still lists this property as a vacation club option, but with a disclaimer about being a co-located hote, this was not in place prior to our booking.
  We raised the concern at the resort & via multiple phone calls w/ MVC & were always told there are other options to use the restrictive points – ie continue to try and book a new 120 day out reservation (extremely difficult) or transfer to Marriott Bonvoy (at a lower value)
  They never addressed the root of the complaint that the issue was caused by MVC providing inaccurate information. We would have gladly booked a different resort in Kauai where resort credits could be used.
  We are seeking a fair resolution for the value of the 3,000 points that expired on 12/31/22.
  Attachments
  File1: MVC webpage showing resort credit options
  File2: Summary of our reservations & info that shows ownership changes at the resort

  Business Response

  Date: 03/28/2023

  We are sorry to hear of any confusion surrounding the March 24, 2021 rebranding
  of the Royal Sonesta Kauai Resort Lihue hotel adjacent to Marriott’s Kauai
  Beach Club and the use of resort credits.
  
  Due to the impact of COVID-19 to owners who had active reservations in 2020,
  Marriott Vacations Worldwide provided 120-day hold points for use until
  December 31, 2021 which was later extended to December 31, 2022.  This extension was given to assist our owners
  in rebooking their vacations at a later date, but not at the risk of impacting
  future vacation availability.
  
  In review of Mr. ******s account, we were
  disappointed to find no usage of his extended vacation club points in 2022
  although there were various vacation travel options.
  
  As a gesture of goodwill and
  final resolution of this matter, we are agreeable to provide 3,000 MVC Only
  60-day hold points valid until March 30, 2024. 
  These hold points may only be utilized at a Marriott Vacation Club resort,
  reserving within 60-days of vacation travel date.  Please allow 3 to 5 business days for completion
  of the point posting to the owner’s account.

  Customer Answer

  Date: 03/30/2023

  
  
  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:03/15/2023

  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.

  ********* ***** *********** Customer ID: ******* Primary Marriott Vacation Club Account Number CONTRACT FOR : 4 Beneficial Interests #******* ***********************
  PAST DUE AMOUNT 972.70 *
  
  I am currently 85 years old, and unable to travel like I used to in the past. Last year (2022), I revised many aspects of my life including ownership of the timeshare. I diligently applied through the Marriott branded exit program advertised on their website. See the link below. ****************************************** 
  I was under the impression from my discussions with this exit group that I would be free and clear of my obligations after completing the process. made sure to be current on fees. The email they sent me actually advertised that "This option will not result in any financial proceeds to you either; however, it is a guaranteed, quick way to exit the program and eliminate your ongoing annual maintenance fee commitment, including the upcoming 2023 maintenance fee."
  
  The deed in lieu (for the ownership weeks)process went smoothly and I was relieved. It turns out there was another legal contract for “points/beneficial interests” and they stem from an upgrade contract signed (and paid off) in 2015. I called back to attempt to resolve the issue.
  
  Anna T******- Resale Operations
  Dianne A******- Customer Advocacy MVC
  Shannon M******** ****- VP Marriott Hotels customer service
  
  They could and should have made me aware that I needed to exit another contract, if that was the scenario. However, I was never made aware that I had to exit the upgrade point contract as a separate matter in order to exit my obligations with MVC. They made no attempt to help an 85 year old lady, a 30 YEAR CUSTOMER.
  
  It seems like misrepresentation especially to an elderly and loyal long time customer. It could and should have been handled another way. This seems like bad business practices at best, even IF legal it is clearly deceptive to the customers.

  Business Response

  Date: 03/15/2023

  We are very sorry to learn of Ms. ***********'s request to relinquish ownership of 1,000 points in the ABOUND vacation ownership program.  The club points owned by Ms. *********** are a separate deeded real-estate ownership interest and has nothing to do with the Desert Springs Villas ownership interest that she relinquished ownership of previously.  While it is true that our resale office offers a voluntary deed back program to Marriott Vacation Club owners' certain conditions must be met in order to qualify for that program.  The first requirement is that an owner cannot have an outstanding mortgage or maintenance fees due for the ownership interests in question.  The second requirement is that an owner cannot secure usage and then request for the interests to be deeded back to the organization.  In review of Ms. ***********'s account we see that she has already converted her 2023 and 2024 club points to Marriott Bonvoy points.  2023 maintenance fees are also outstanding and 2024 maintenance fees will be the owner's responsibility since she has already arranged usage in 2024.

  Ms. *********** is welcome to contact our resale office in 2024 to request a deed back of her club points with 2024 as her last year of usage.  If there is an outstanding loan assocaited with the club points that would also need to be satisfied prior to the resale team having the ability to initiate a deed back transaction.  

  Business Response

  Date: 04/05/2023

  Further research shows us that on February 3, 2022, Mrs. *********** decided to redeem 500 of her club points, trading them to 20,000 Marriott Bonvoy points.  She did this for her 2023 and 2024 club points thereby arranging usage during those years.  Mrs. *********** is welcome to contact Owner Services at 800-845-4226 to inquire if the 2024 transaction can be reversed.  Since we are already in the 2023 use year, that transaction definitely will not be able to be reversed.  

  Customer Answer

  Date: 04/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I did talk to the Marriott Vacation owners club and they advised me that I did not bank any points towards future travel.  In every instance I only used what I had already paid and earned.   I do not want the ownership of the remaining points or the beneficial interests.  I hope there will be a solution with your company.  Please explain what you mean.
  
  
  
  Sincerely,
  
  
  
  ********* ***********

• Initial Complaint

  Date:03/15/2023

  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 need out of my Marriott Vacations Club timeshare ownership. I have reached out to MVC several times regarding my request to exit and they have done nothing. I was under the impression that my purchases were like any real estate venture, i.e. I was buying something that had a monetary value. However, the timeshare is far from that. I am 75, widowed and on a fixed income. My last 2 or 3 times, I have come to the realization that, while nice to go someplace warm for a month in the middle of winter, going to Florida is at least a 2 day drive each way, and is getting to be a struggle. I also came to the realization that, the sum of the monthly loan payments and the annual maintenance fees last year represented just under one third of my income for the year. Pretty expensive for basically one "vacation" per year. One of my reasons for the purchase(s), was to provide an asset to my two daughters for "nice" vacations.
  
  After talking to both, they didn't want want it. With little or no desire to travel anymore myself, the lack of interest to my family, and the difficulty of booking vacations, I don't really see any use for it in my or my family's future. I am requesting to relinquish my ownership and close my account entirely. Please send me all information needed to proceed.

  Business Response

  Date: 03/15/2023

  We are very sorry to learn of Mr. ********* request to relinquish ownership of his club points.  Mr. ********* club points are considered to be a form of deeded real-estate, so in order to relinquish ownership he will need to sell them and/or transfer ownership to a different individual.  We do have a resale operations department that is dedicated to educating owners in Mr. ********* situation.  Mr. ******* is encouraged to contact our resale office at ************.  

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  
  How can a review of documents determine what actually happened during the presentation? My dissatisfaction with my timeshare comes from the fact that the salesteam did not allow me enough time to review the contract before signing and the terms were not properly explained to me. The salesteam misled me with false information regarding timeshare ownership that was entirely different than what was stated in the contract I signed. I had no idea at the time that what I signed and what was promised to me were two different things. This has nothing to do with what is written in the documents. The salesteam purposely left out pertinent information I needed to know about the timeshare just so they could make a sale. Marriott tries to use the contract as evidence that I understood the terms and conditions of the ownership. However, the contract that they claim eliminates the possibility of any misunderstandings is flawed. The problem lies in the fact that the actual time spent with a contract in front of me was minimal. Most of my time was spent waiting and being told what a great investment this was, not actually discussing the contract and the terms and conditions. 
  As I have explained to Marriott multiple times before, I am 75, widowed, and on a fixed income. The last 2 or 3 times I used the timeshare, I came to the realization that, while nice to go someplace warm for a month in the middle of winter, going to Florida is at least a 2 day drive each way and is getting to be a struggle. I also came to the realization that the sum of the monthly loan payments and the annual maintenance fees last year represented just under one-third of my income for the year. Pretty expensive for basically one "vacation" per year. With little to no desire to travel anymore, the lack of interest in my family, and the difficulty of using the timeshare, I have no use for it in my or my family's future. I need out of the timeshare now! 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 03/28/2023

  Mr. ******* has purchased several separate ownership interests in-between 1990 and 2021.  We have never received a complaint from him about being misrepresented by a member of our sales organization until now.

  Each new purchase was granted a 10-day rescission period, during which time owners can familiarize themselves with the details of the vacation ownership program and cancel for any reason.  There is no lucid evidence that anyone lied to or misrepresented Mr. ******* over the many, many years that he has enjoyed his ownership interests.  We consider this matter closed.

• Initial Complaint

  Date:03/08/2023

  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 an American Citizen residing in U.K. In June 2022, in Spain, my Husband and I were sold a Marriott Vacations Club ownership, for £9,000 plus annual fees of appx. €1,268. We were advised by and met with only one salesperson (Named Jeff K***), whom misold and mislead us / falsley advertised the product. Jeff logged into his ownership to show us how easy it was to use, however his level of access to inventory was platinum. That is not the level of ownership we were sold. We were told that the product was easy to use and would benefit our family. Jeff K*** then took our credit card information and held it on file that same day (June 2nd 2022), he advised us to go back to our hotel and he would prepare the documents / contract to sign. We never saw or spoke to any person at the Marriott Vacations Club sales office, only J.K***, this means the documents were not explained by a impartial quality control representative. J. K*** then met us the next day at another resort nearby, kept us waiting and brought the contract for us to sign, again we were not advised or given the opportunity to have an advocate go over the contract with us, even worse he made us stand outside in the heat around other hotel guests at the outdoor bar! After we signed the document, J.K*** took the documents with him. We do not know if they were altered or changed. These points break EU Law on timeshares. I have now paid Marriott Vacations Worldwide a total of £9,000 plus+ €1,200 in annual fees plus+ $270, with no training on how to use this product, no support of how to use the website, zero transparency on when we can book in the ''booking window''. There is no availabilty of inventory and zero options to use this product. We have been passed around global customer support teams with no end in sight. I have suffered stress, anxiety. nightmares and depression. Marriott has taken our money and given us zero return on our investment.

  Business Response

  Date: 03/10/2023

  We are very sorry to receive this complaint from Mrs. *******  In review of Mrs. ******'s ownership profile, we see that she purchased one week at Marriott's Marbella Beach Club.  The ownership interest is valid for travel in a 2-bedroom luxury villa accommodation during the silver season, which consists of travel dates comprised of weeks in January, February, March, November and December.  Owners may place their reservation requests up to 12 months in advance.  Reservations are granted on a first come, first serve basis. 

  We have a dedicated team of Vacation Advisors in our Owner Services office who are ready and willing to assist Mrs. ****** with planning her next vacation stay.  The telephone number to Owner Services from the United Kingdom is ** *** **** ****.

  In response to her concerns about being misled, each new purchaser is provided with a detailed Quality Assurance Checklist as well as a complete set of their purchase documents on the day of purchase.  Mrs. ****** signed  agreeing that she received all of the necessary program disclosures and we can produce these signatures if needed.  

• Initial Complaint

  Date:02/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Dec, 2022 we were sold an Encore package for a vacation package at ****** ****** ****** resort. We signed a 4-page contract to seal the deal. Monthly payments were to begin in Feb 2023. When I called to ask about payments they said the contract was “lost” in the system. I emailed the copy of the contract and I was told they could not honor the contract. The salesperson should not have sold it because we already had an encore package on file. We didn’t know that was a rule and we signed a contract and the salesperson made an error by selling it. But that error should not hurt us and we have a signed agreement that now is being taken away from us. We made plans and built excitement with a 5-yr old grandchild about a vacation that now has been robbed from us. This is awful and ALL wrong! And the worst part is that no one in management will even talk with us. I’ve been trying to connect with someone for over a month. We have been ****** owners for 10 good years. Now that they have merged with Marriott Vacation Club it’s nothing but a scam and a constant series of mistakes. It’s horrible! I wouldn’t recommend to anyone to get sucked into this nightmare.

  Business Response

  Date: 03/06/2023

  We
  apologize a second Encore package was sold to this guest. It was an error on
  our part as guests are only able to have 1 of the highly discounted Encore packages.
  Unfortunately, we cannot reinstate the package. However, the guest has options
  of using the Owner discount code on a nightly rate reservation, or contacting
  Interval International to determine if they have Getaways to the resort of
  interest. 

  Customer Answer

  Date: 03/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  the business is not doing anything to make up for their mistake or resolving the situation that they have broken a signed contract/agreement.  Offering use of our discounts that we already have (thus they are not adding anything to us for their mistake) for travel to that resort does not come anywhere near to adhering to an offer that was made to us and signed for by us.  We have family that already planned and was counting on this vacation with us. Just because the business made a mistake in offering this to us, we should not suffer.  Comparison - if a I bought a winter coat that I loved, brought it home and looked forward to wearing it and the store came back to me a month later and said, "sorry, we sold that coat to you in error - please return it", that would be an unfortunate error, should/would never happen and I as the customer would not accept that. This really is the same thing.  Thus, I don't accept the business's response....very poor business practice - please own up to your mistake Marriott Vacation Club and follow through with what was offered to us!  This really looks like a business scam that hurt us!  I am hearing from so many other fellow travelers that this business continues to practice very poor business policies.
  
  
  
  Sincerely,
  
  
  
  ********* ******

  Business Response

  Date: 03/20/2023

  We again
  apologize for the issue. We cannot reinstate the original Encore package but can
  offer a traditional package to the resort. The package offer is a one-bedroom
  for 4 days and 3 nights at the ****** ****** ******. The cost ranges from $299
  to $499 depending on the time traveled. If this is of interest, please contact
  Greg R******* at ************* 

• Initial Complaint

  Date:02/24/2023

  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 the executor of the estate for a deceased individual who owned a Marriott timeshare. I have been trying to speak to someone for months at Marriott about the property so that the estate can be resolved. They refuse to speak to me until my name has been added to the account. I submitted the relevant paperwork that the Owner Modifications Department at Marriott requested (death certificate, articles of authority, etc.) over a month ago and they have still not updated the account to enable me to speak to someone. I spoke to the Owner Modifications Department on February 10th and they told me they could not give me an estimate of when the account would be updated. I spoke to the Owner Modifications Department on February 17th and they told me it could take 30-45 days for the paperwork to be processed. I spoke to the Owner Modifications Department on February 24th and they told me they were still processing requests from December and it might be "some time" before my request is processed. All I am trying to do is to speak to someone about the deceased's property so I can manage and resolve the estate. Meanwhile, Marriott continues to invoice the deceased individual for owner fees and late charges for unpaid fees.

  Business Response

  Date: 02/27/2023

  Member Services is unable to assist Mr. ****** until he follows the appropriate legal process for transferring Mr. ********s ownership interest.  Mr. ********s ownership interest is deeded real-estate in the State of South Carolina.  South Carolina real-estate law dictates that Mr. ****** will need to work with an attorney in that State to prepare a new ownership deed, showing the transfer of ownership from Mr. ******* to Mr. ******.  Once the new deed is recorded by the county, Mr. ****** will need submit the newly recorded deed, along with all of the other documentation required in the attached ownership transfer requirements documents as necessary for the organization to update our internal systems. 

  Owner Services will accept maintenance fees payments, even if Mr. ****** is not the official owner of the interest in question.  In order to make a payment, please call Owner Services at 800-845-4226.

  Business Response

  Date: 03/06/2023

  From: F********, Ray (MVCI)
  Sent: Monday, March 6, 2023 9:42 AM
  To: ******************* *******************
  Subject: MVW
  
  Good morning Mr. ******,
  
  I am in receipt of your complaint that was filed with the Better Business
  Bureau.  I understand that you have some questions about a deceased
  individuals ownership interest.  If you can kindly list your questions via
  response to this email, I will do my best to answer them for you.
  
  Thank you,
  
  
  MARRIOTT VACATIONS WORLDWIDE
  Ray
  F********
  Director, Customer Care
  customer Advocacy

  Customer Answer

  Date: 03/07/2023

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

• Initial Complaint

  Date:02/23/2023

  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 have been a Marriott Vacation Club owner for about 10 years. We have tried to book: Hawaii & Caribbean every year of that time & have never found availability. In fact it seems every time we go to book we have to pick some place we didn’t intend to go just to use the timeshare. It’s clear they have both over sold & they allow people who aren't owners to buy the timeshares off of public sites. Leaving their paying members without access to the service we pay for. Fees increase every year. I have been trying for months to get a vacation booked on their website to find out today from one of their representatives that their website doesn’t work with MAC computers which is why I haven’t had access to the website to use the service that again we pay for every year. Now we are losing points we’ve already paid for because their service & availability to that service sucks. I’ve read the reviews on your site and there are 100s with a similar story to ours. Seems like it’s time for a class action lawsuit to me. Will the BBB do anything to hold this company accountable for an egregious pattern of behavior against their customers?

  Business Response

  Date: 02/23/2023

  I am sorry
  to read this owner has not been able to secure Hawaii and Caribbean locations. Without
  knowing when, where, and what size villa is of interest, it is difficult to
  provide specific options. However, there is currently availability in Hawaii at
  several locations. For example, Marriott’s Ko Olina Beach Club has availability
  in late August in a guest room, and availability in September and October in a
  two-bedroom. While I didn’t check all the resorts, I can say there are currently
  villas available at Marriott’s Maui Ocean Club, Kauai Beach Club, and Waiohai.
  This inventory is live, so it can change at any moment.
  
  I do apologize
  for the issues using Apple products. The owner can call Owner Services for
  assistance with booking dates. If the owner prefers to use their Apple device,
  they may want to consider downloading a Windows Virtual Desktop. 

  Customer Answer

  Date: 03/05/2023

  
  
  Complaint: ********
  
  
  Nice try Marriott vacation club.  Hawaii required 14 days of quarantine for months so the demand dropped because who the hell would want to do that?  Of course things opened up.  Again you have over sold & under delivered at every turn for 10 years. 
  

  As for the apple response you want me to purchase a Microsoft virtual machine at $100 just to access your service that we have already paid for?   This has to be a breach of contract!  You don’t give apple users access to book or pay for your services & then you want us to pay more money?

  Because I know this response will be public, Are there any attorneys out there reading these 100s of complaints on the BBB website that are willing to take on a class action lawsuit?  Please contact us because we are willing to stand up against this corrupt corruption! 
  
  
  
  
  
  
  ***** ********

  Business Response

  Date: 03/16/2023

  I do agree that the demand for travel dropped during COVID. The dates I shared that were available at the time of the original response were for this year. I did another search while writing this response and can still find dates available in Hawaii and the Caribbean. We don’t have the ability to oversell. Ownership is deeded, and each deed is recorded within the county where the property is located.
  
  Regarding the virtual desktop, there are options available at no cost. If this is of interest, the owner may want to search online for free Apple Windows virtual machines.

• Initial Complaint

  Date:02/22/2023

  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.

  Salesperson, Johnny ******, forced sell a loan in order to pay for timeshare. I asked to pay with cash but was rushed into signing a loan contract instead. The contract has 10 day grace period for cancellation and I asked via phone and in person at the sales office at the ******** ******** **********, Myrtle Beach location for the cancellation two days post signing date but was given the round around and was told to file the request in writing via a different office/owner services office. When I called the owner services office, I was told that Sales has to be the one authorizing. The back and forth continued via phone and emails since Dec.21st (sign date) till today with no actual resolution.

  Business Response

  Date: 03/06/2023

  A senior
  leader within the Customer Advocacy department has contacted this guest. 

• Initial Complaint

  Date:02/21/2023

  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.

  Marriott Vacation Club is awful. My spouse and I purchased ownership points with them in July 2021. The terms of our negotiation included receiving 2 years of maintenance fees waived, 2,000 bonus points upon signing as well as 1,000 bonus points after 2 years. During signing I did not see maintenance fees waived, I asked for it to be edited, which they claimed they did by hand. The initial 2,000 bonus points for sign-up were not delivered automatically. I got in touch with the sales representative, Rene, several times to drop bonus points into our account, it credited towards the end of 2021. At this time I received a bill from Marriott for maintenance fees. I got in touch with customer service who directed me to sales to resolve getting fees waived. Importantly, we never received ownership points in 2022. They are giving "bonus" points for signup when actually they are points for the first year of membership - this is NOT a bonus. All the while, we get letters from Marriott with our names mixed up and incorrect. I call to get it sorted out several times. We did take a wonderful vacation in Kauai in May 2022 using the "bonus" points, thankfully due to my vigilance, all information was correct on our reservation. But we continue to get incorrectly addressed letters in the mail. The final straw is I receive a bill from Marriott for maintenance fees AGAIN in November 2022. Customer service refers me to the local sales office and the person I worked with before, Rene, is no longer there. The sales managers in Waikoloa (C.B**** and R.L*******) will not help with this situation, they claim maintenance fees were to be paid by Marriott for 18 months. I asked for help to remove maintenance late fees while we sort out this situation and they referred me to customer service. Marriott collections are now calling but we will not pay another cent to Marriott until they honor our signing contract, points, and bonuses promised to us. We will not be yoked to bait and switch tactics.

  Business Response

  Date: 03/28/2023

  Our organization does not pay maintenance fees for new owners.  We apologize for the confusion.  Ms. ***** acquired 1,000 points in the Marriott Vacation Club Destinations Program on July 30, 2021.  At the time of purchase, Ms. ******s first year of occupancy was deferred to use year 2023.  This means that Ms. ***** was not responsible for maintenance fees in 2021 or 2022.  Mrs. ***** receive 1,000 Marriott Vacation Club Trust points on January 1, 2023 as that is the beginning of her first use year.  Maintenance fees coincide with usage, therefore 2023 maintenance fees were invoiced in the Fall of 2022 and are currently past due.  

  According to Ms. ******s purchase contract her first day purchase incentive was 2,000 club points.  These points were awarded on August 6, 2021 and they are valid for use through August 5, 2024. 

  Ms. ***** also signed up for our loan payment incentive program, whereby owners can earn 1,000 additional club points if they make the minimum payment on their loan for the duration noted in their purchase disclosure documents.  Ms. ***** received 1,000 loan promo points on February 3, 2023.  

  While we apologize for any misunderstandings, Mrs. ***** does owe the 2023 maintenance fees.  She is encouraged to call owner services soon at 800-845-4226 in order to make her payment.  She can also pay on the owner's website *****************************

  Customer Answer

  Date: 04/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There absolutely has been malice by way of wilful ignorance and constant moving of the goalpost on the part of Marriott representatives in response to our complaints as they shuttle us back and forth on phone calls to customer service and the sales office. We have gotten no action to resolve their breach of contract until after a year and a half we stopped paying as a result of their negligence and false sales practices. What they are now calling "incentives" do not match what was agreed with us by their Sales office. It makes no sense we would willingly oblige to having our ownership deferred for 2 years unless they were being dishonest about the terms. And in this current response stating maintenance fees are waived for a year in 2022, once again there is a total lack of consistency on their terms as the Sales Office response as evidenced in my provided emails their Sales Office explained the maintenance fees were waived for 18 months which is also incorrect. Repeating again we will not be paying maintenance fees that were agreed to be waived for 2 years. Yes we did use "bonus" points in 2022 understanding they were a BONUS (the exact terminology used) and expected our ownership points in 2022 which are due to us and we have not received. We have not used a single ownership point thus far and reiterating the total confusion on this point, Customer service told us late last year they would not be delivered until 2024! And then the Sales office looked into in the start of this year and suddenly the points are delivered in January, one year and half after we signed our ownership contract. Marriott is responsible for waiving the the maintenance fee until July of this year, clearing the late fees they have assessed wrongly, as well as delivering the ownership points owed for 2022. These are the contract
  terms we agreed to and we will not be bullied into unfair, inconsistent and nonsensical terms.The terms we have understood and repeated since the beginning and signed for have remained consistent throughout. Instead of taking vacations Marriott seems to be in the business of wasting our precious time and energy trying to reclaim what Marriott promised us and have failed to deliver.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 04/12/2023

  The corporate Customer Advocacy office has reviewed Mrs. ******s concerns and determined that maintenance fees are owed for the 2023 use year as that is when she agreed to have her club points begin.  First year of occupancy is clearly disclosed within her sales contract, and the maintenance fee obligation is also explained in writing.  Mrs. ***** had 10 days from the date that she signed her contract to review the terms of her ownership purchase, during which time she could have cancelled for any reason.  At this juncture our organization will abide by the sales contract.  There was not breach in the contract as Mrs. ***** clearly owes maintenance fees per the agreed upon terms of her purchase.

• Initial Complaint

  Date:02/17/2023

  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.

  Purchased Marriott Vacation Club (MVC) package for my partner and I in June of 2022. My partner died unexpectedly in December (I have the police report and obituary). No longer able to book because I don't have anyone and certainly have no intention of even looking for quite a while. I understand that is not Marriott's problem but the whole reason I agreed to it was to look at timeshares with my partner. When I asked to cancel, the customer service rep said she could only extend the trip for another year. If I don't take the trip, MVC will charge me full price, which is extremely high. I also now have to pay her half of the rent and cannot afford any of this any longer.
  
  I just want a refund and to try to get on with my life without having this looming over me as a reminder of her death.

  Business Response

  Date: 02/20/2023

  First, we are very sorry to read of the guest’s
  partner passing. These packages are sold as non-transferable, and
  non-refundable. If the guest decides not to travel, we will retain the deposit,
  but we will not require or charge any additional fees.

  Customer Answer

  Date: 02/21/2023

  
  
  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,
  
  
  
  **** ******