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

• 

  Vistana Resort

  400 Garden City Plaza, Garden City, NY 11530

• 

  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

• 

  Marriott Vacations Worldwide

  71 S Ocean Ave Palm Beach Shores, FL 33404-6225

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:02/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The bottom line is we have owned our timeshare through Marriott for over 18 years. We no longer want it so we called to see about our options for giving it back. They continue to suggest that we use their listing program to sell it but our maintenance fee has to be current and we must pay this year as well. They want us to pay for something that we will not be using. Actually, we have barely used it. The booking process has been a hindrance. We did trade one week for a timeshare in Vegas. The property was second rate and we got daily phone calls urging us to attend another sales meeting. The maintenance fees are nearly 1600 a year now for something we never use. They never once told me that this contract would last forever. Spending an extra $1600+ a year is unnecessary and I doubt my kids will ever use it. That amount of money could go to other commitments like investing in my grandkid's education or our retirement. These people make it their business to corner you with an agreement that is only beneficial for the company without the customer in mind.
  
  
  
  **** *** ******** *******

  Business Response

  Date: 02/14/2023

  We are disheartened
  to hear that Mr. ******* wishes to exit his ownership but understand his
  personal circumstances.  Although resale
  program offerings are not guaranteed, we are pleased to contact our Resale
  Operations team on the owner’s behalf.
  
  In
  communication with Resale Operations, a repurchase offer is not available; however
  they can list the inventory for sale at a listing price of $10,000 and offer a
  net sale of $5,000.  This would be for
  first year occupancy of 2024.
  
  The owner
  may accept the offer by contacting Resale Operations at 866.682.4547 or via
  email [email protected].
  
  Resale of their
  vacation ownership interests may also be facilitated on their own or through a
  third party, being mindful of such companies requiring upfront fees.  The owners may log onto www.arda.org for resale tips and references.

• Initial Complaint

  Date:01/23/2023

  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 got pressured into joining the marriott vacation club and paying over a thousand dollars for a service that I and.my wife will never be able to use because we are now disabled. I have got the run around and excuses when told I cannot cancel the contract and get my money back. cannot transfer it.

  Business Response

  Date: 01/24/2023

  Mr. and ***************** recently visited Marriott's Grand Chateau resort on November 15, 2022.  During their stay they volunteered to attend a 90-minute sales preview for the Marriott ************* ABOUND program.  At the conclusion of the sales preview Mr. and ***************** agreed to purchase an encore package, which is a deeply discounted future stay at the resort.  The encore package may be used anytime between now and May 15, 2024.  The best part of an encore package is that if Mr. and ***************** decide to enter into a purchase with Marriott ************* during their return visit, the funds used for the encore package can be applied to their new purchase as a portion of their downpayment.  

  These promotional stays are non-refundable, non-exchangeable and require both spouses to be in attendance for the next sales preview.  If something has changed with respect to Mr. and ********************* physical health over the course of the last few months that prohibits them from having the ability to travel, then they are encouraged to obtain a letter from their medical physician and submit it to our Customer *************** at ********************************************************* 32821.  Upon receipt, the physician's letter will be taken under consideration.  

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18873635
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/25/2023

  I am a 100 percent disability from the VA and my wife has a ostromy bag as well as knee issues. How much more do they need.

  Business Response

  Date: 01/31/2023

  Im sorry this guest feels pressured into purchasing.All new purchasers are provided with a legally required 10-day rescind period.  The 10 days was determined to be enough time for purchasers to review the agreement away from the sales team and determine if they want to move forward.  As stated within the purchase agreement, there isnt an option to cancel after the rescind period.  However, the guest may want to consider selling the ownership on the external market. 

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18873635
  
  I am rejecting this response because:

  I was called by them and they said I cannot transfer or refund only cancel membership with no refund

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

• Initial Complaint

  Date:01/17/2023

  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.

  Hello, I purchased a "Marriott Encore Vacation Package" for Singer Island, FL. I had selected some initial dates in March 2020, however COVID started and the resort closed for COVID. Following that, of course we all know the world events which followed. Marriott Vacations did contact me several times (probably every 2-3 weeks) seeking to get me to book travel, however I informed them (and they accepted) that I was both not comfortable traveling due to COVID-Masking Requirements having compromised travel companions and equally, I didn't want to travel to a "resort" that had restricted amenities out of concerns of COVID. Whenever Marriott called and pressured me to book dates. At those times I requested additional time to book and was granted the additional time. There were times I called in and they were initially reluctant to provide me an extension at which juncture I asked them to give me a refund. They declined and said they would extend my package. Now I'm trying to use the package and being told it's expired.
  
  Requesting a refund or replacement, while noting to Marriott Vacations that on the Hotel Side, I am a Titanium Elite member and control travel accommodation decisions for over 1,000+ individuals.

  Business Response

  Date: 02/23/2023

  In review of Mr. ****'s account, we see that he initially purchased an encore package at Marriott's Ocean Pointe resort on January 8, 2019.  This special promotional offer initially had an 18 month expiration period, which Mr. **** agreed to. Mr. **** was able to reserve the package for three separate arrival dates: March 19, 2020; June 24, 2020, and June 29, 2020.  We understand and empathize with Mr. ****'s decision not to travel in 2020 due to reasons related to the COVID-19 pandemic.  As an exception, the organization gave all promotional package guests a total of three years to take advantage of their offer.  With this extension, Mr. ****'s package was extended through December 31, 2021. 

  At this point the package has been expired for more than a year.  The villas allocated to house Mr. ****'s encore package return stay are depleted and the organization is unable to honor his request to renew the offer.   Mr. **** had the opportunity to use the package starting January 8th 2019 to March 2020 (prior to the pandemic), and throughout 2021.  Many guests resume normal travel in 2021 as there were vaccines available and enhanced COVID-19 procedures in place at all Marriott Vacation Club resorts to help keep guests safe.  

• Initial Complaint

  Date:01/10/2023

  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.

  My husband and I attended a Timeshare presentation on Dec 21, 2022. We fell victim to the high pressure sales presentation and signed up for a $20,000 purchase of the Marriot Trust Points. After we got home and did more research - we decided that this was not a good thing for us and sent in the required signed cancelation form within the allotted timeframe. The initial $20,000 purchase was put on my credit cards. As of today - January 9, 2023, the refund has not been processed. I have attached the confirmation that the charge would be cancelled before 1/9/2023. It ahs not been. I have sent several emails and left VM's for ********************************* ************************************ and the ******************** at WDW New Owner Admin Salvage <*************************. Would like to have the $20,000 refunded - by the deadline that they said was going to occur. It is ridiculous that they are holding onto my money for almost 2 weeks since I have cancelled.

  Business Response

  Date: 01/11/2023

  From:
  Sent: Wednesday, January 11, 2023 2:51 PM
  To: *******************
  Subject: MVW Customer Advocacy
  
  Good afternoon *********************,
  
  I am in receipt of your complaint filed with the Better Business Bureau.
  
  I am sorry to hear about your decision to cancel your recent purchase into the ABOUND program. Our sales executives are trained to provide a low key, professional and informative preview of the ABOUND program and how it can ******************* vacations. I understand from your complaint that you have already informed our sales department of your intent to cancel your purchase within the 10-day rescission period. In an effort to assist you, I will follow up with that team now and request a status update for you regarding your cancellation request. I will follow up with you just as soon as I have more information.
  
  Kind regards,
  

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is a step in the right direction that someone has acknowledged my complaint. Until I have a refund for the $20,000 the issue is NOT resolved. They have had 13 days to refund my money and they have not done so. Nor have they provided proof that they have contacted my credit cards to do so. They continue to blow me off when I call the sales office. Do not return calls and have not responded to emails that I have sent.

  Business Response

  Date: 01/13/2023

  ************************* purchase deposit was refunded today 1.13.2023.  We thank ********************* for her patience during this process.  If she has any further questions or concerns, she is encouraged to contact our corporate Customer *************** at ************.

• Initial Complaint

  Date:01/07/2023

  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 bought into a vacation club package through Marriott. Unfortunately our salesmen sold ** on a package that we currently are not receiving the benefits of. He did this through lying, embellishing and exaggerating terms that are hidden in the fine print of the 100 page document that we signed. 1) Lies and embellishment of how far our points that we were buying would would allow us to travel. We were only shown options that I have come to find out are rare circumstances to be able to book a vacation for using the points we were quoted. 2) Our annual fee/maintenance is roughly $300 dollars higher then we were quoted for.We were sold on lies of how far the package that we bought would allow us to travel and are now paying higher annual fees our first year. Asking for a refund and out of our contract.

  Business Response

  Date: 01/17/2023

  We are sorry to read this guest feels misled about the purchase.  We provide the full details of the agreement within the contract and Public Offering statement at the time of purchase.  There is also a 10 day rescind period for guests to review the agreement and determine if they want to move forward.  However, as stated within the purchase agreement, there is not an option to cancel after the 10 days has passed.  We recommend the owner review the Helpful Tools section of the owner website.  This section is in place to help owners learn how to make the most out of ownership. We also recommend communication directly with ***** Services for any questions related to ownership.

• Initial Complaint

  Date:01/04/2023

  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 booked two nights at ********************** villas, which then corrected to one night, as two consecutive nights were not available. I re-booked at the same hotel for a separate night but did not realize I would be charged a fee twice, so I cancelled the room within the timeframe given in the app, and booked a room at a different hotel on Kauai. Since both hotels belong to Marriott Bonvoy, it was a pretty seamless transition. However I never got my money back for the cancellation of the Westin. I had reached out to ****** and they had redirected me to the hotel. I have reached out to both since the initial contact and never received a response. This stay happened in October of 2022, so there has been adequate time to respond and rectify the situation. I was additionally charged extra on a separate ****** charge in the same week, with no explanation of the charges and no reply when I had reached out.

  Business Response

  Date: 01/24/2023

  This guest purchased a Member Rate, Prepay Non-refundable, Non-changeable reservations.  As the name states, these reservations cannot be modified.  If a guest needs to cancel, a refund will not be provided unless it is cancelled within 24 hours of booking.  To ensure guests understand the hotel cancellation policy we require them to check a box that states, I have read the rate details and accept the cancellation policy.  This guest secured the reservations on September 30th, then cancelled on October 2nd.  Due to the cancellation coming more than 24 hours after booking, we cannot refund the monies paid.  We also understand at times unexpected events occur that prevent people from traveling.  Therefore, we offer travel insurance as a way for guests to protect their reservation.  If this guest purchased travel insurance, they may want to file a claim.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18803738
  
  I am rejecting this response because: 

  As can be seen in the attachments, I had shown the confirmation and cancellation details that provided different information and the hotel manager replied stating I should see a refund in **** days. 
  I have not yet received the refund and it has been 12 days (8 business days). Thank you.

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

  Business Response

  Date: 01/25/2023

  We do apologize for the delay with the refund. We have requested the refund be processed again. The refund will be processed on our side within the next 48 hours. Your credit card company may show the funds instantly, but some credit card companies take up to 21 business days to show the funds. 

• Initial Complaint

  Date:12/29/2022

  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 sold my Marriott ************* timeshares and had a balance of almost two full weeks at resorts in my balance that I could use until 2023-24. They cut off my website access when I sold my units and when I call they said my points don't exist! I have talked to 5 people and left a survey and there is still no resolution. Without access to the website, the only record I have of my previous balance are notes I took in an Excel worksheet on 11/11/2022. They refuse to send me a summary of my activity, which would show I do have a balance. These points are valued at about $15,000.

  Business Response

  Date: 01/09/2023

  ***************** has used up the vast majority of her club points, they are applied to several future reservations in September and November of 2023 at Marriott's Timber Lodge and Marriott's ******** *********** Currently, **************** has a balance of ***** points that *** be used in the future. While the website will not work for ***************** due to her last official year of usage being in 2022 due to the sale, ***** Services can still view her account and answer any questions related to ownership reservations. It is important that **************** provide ***** Services with her personal customer number, not the customer number for her Trust account and the Trust account will not pull up accurate information due to changes in our reservations system. The telephone number to ***** Services is ************ and their hours of operation are Monday through Friday from 9am to 8pm eastern.

  Customer Answer

  Date: 01/16/2023

   
  Complaint: 18803737
  
  I am rejecting this response because:

  I know how many points I used. I've meticulously kept track of everything for years. I had ****** Resort Trust points before the Tahoe reservation. There is no way we used that many for Tahoe. We were told it would be about ****. No one will send me a report of points used so I can verify what happened to by balance. Every time we call they say they are not able to print a report of where our points went. It's a big scam. And they locked me out of their website because I sold my timeshares, even though I was forced to pay for 2023 and now my points are gone. 

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

  Business Response

  Date: 01/17/2023

  Here is an accounting of all of ********************* upcoming reservations, totaling ****** points.  In parenthesis is a description of how the points were funded for each of the reservations:

  Marriott's Timber Lodge - 9.22.23 to 9.29.23 - ***** points (***** 2023 annual trust points)

  Marriott's Timber Lodge - 9.22.23 to 9.29.23 - ***** points (***** 2023 annual trust points and ***** annual trust points)

  Marriott's ******** ************ 11.1.23 to 11.8.23 - ***** points (***** banked Grand Chateau points and 425 banked Desert Springs Villas points)

  Marriott's ******** ************ 11.1.23 to 11.8.23 - ***** points (***** banked trust points)

  Marriott's ******** ************ 11.1.23 to 11.8.23 - ***** points (250 banked trust points and ***** 2023 annual trust points)

  If ***************** has any additional questions about her points balance, she may call ***** Services at ************.

   

   

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18803737
  
  I am rejecting this response because this proves I am correct! I refuse to call your ***** "customer" line because they have never been able to help me in the 10 different times I have called them. I want one person dedicated to this from the *************** level until it's resolved. This is why I'm working through BBB, I've gotten nothing but the run around from your ***** agents. 

  On November 1, 2022 I had ****** points as my balance.

  This balance was AFTER we made our ****** plans on October 4th. I have the Oct 4 email confirmation from you. Then, I logged into the website the first week of November and checked my balance and documented it before you took my web access away. I had ****** points. And as you stated, we used ***** for Tahoe which leaves me with a balance of *****. Everyone I have talked to tells me we have about less than ***** points.

  Where are the remaining? Why can't someone provide an entire report of my history from 2022 showing that I had a ****** point balance AFTER we made our ****** plans. 

  Sincerely,

  
  *********************

  Business Response

  Date: 01/17/2023

  We have provided ***************** with a full accounting of the club points used for her next 5 reservations.  ************* has any additional questions regarding her ownership profile, she is welcome to contact ***** Services at ************.  

• Initial Complaint

  Date:12/22/2022

  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.

  My husband and I purchased a vacation with a price freeze couple of years ago. Pricing is restricted to us receiving a property tour and a presentation which we agreed upon. Our trip is booked over the new year - reservation number ********. Several weeks ago we receive a phone call (which I believe was recorded) to book presentation time agreed upon Jan 1st at 1pm. The hotel is located near ************ so we make park reservations accordingly to this schedule. Today - December 22nd- they call me to change schedule which I cannot accommodate as I have already paid for ****** access. The hotel (Sharaton Vistana *************** in *******) now wants to charge us full price as they will not be able to perform the tour. My question is: why should my family loose a recreational day and money because they made a mistake in scheduling the visit in the first place. I have asked to speak to a manager and twice I was called by supervisors one of which even hang up on me. I need help reaching the right person to discuss this and having them presenting me with valuable options. I can do a remote tour online, I can attend a tour on the 29 of December or on January 1st. I don't think is fair to ask me to change my vacation plans (which will result in waist of money) and is even less fair for us to be charged as we were refusing to comply to our contract. Hope you can help us figuring this out.

  Business Response

  Date: 12/28/2022

  The onsite marketing department at Sheraton Vistana Villages was able to reschedule ***************************** sales preview to 8am on Friday, December 30th. The sales preview was rescheduled to an earlier time in the day to allow ************************* and her family to have more time in the theme parks as the presentation should end approximately 90 minutes after the scheduled start time. We hope that ************************* enjoys her vacation in *******, *******.

  Customer Answer

  Date: 01/04/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:12/22/2022

  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 purchased a timeshare from ************* in 2016. Within 2 years the timeshare group, and I believe the entire hotel chain, was acquired by the ************** In 2022, as an "Owner" account, I am now required to join a new dues paying club called the *** Network, which apparently gives me access to Marriot resorts that I didn't previously have access to, but had no interest in. However, there is a new annual fee ($230), which is in addition to $2757.00 in existing annual maintenance fees (which I pay regularly). Certain residual service fees, such as "banking" fees are waived. However I have never made use of these services previously. To me, this is simply an 8.3% mandatory fee increase for which I receive no value. Moreover, I see no documentation of ever having agreed to join such a club.

  Business Response

  Date: 01/05/2023

  First, we apologize for the concerns. The *** Network fee is not something new, and this guest has been paying it since 2017. It may not have been noticed in years past due to the fee being a part of the annual maintenance fee invoice. This year the fee was a separate invoice. Also, the *** Network name changed in 2023 to Abound. The Abound program provides the same benefits as the *** Network, but also adds many more such as a complimentary Marriott Bonvoy upgrade, access to 90+ resorts, cruises, tours and many other options.

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  First, I was in informed via phone by a "*** rep" that I am "contractually obligated" to pay a new fee; that it was once part of the annual maintenance fee but has been called out as a separate "club" fee. However, no specific reference to content in the *** contract was provided that indicates such a contractual obligation, in fact, exists.
  
  Second, I was informed that payment can be processed only via phone, since the link to the *** page doesn't work. I found this to be very "fishy" and wonder this is just a fraudulent scheme, unrelated to the *** Network. Considerably more evidence needs to be provided to demonstrate that this is a legitimate fee.

  Business Response

  Date: 01/17/2023

  At the time of purchase the owner signed the Starwood Vacation Network Membership Agreement.  If the owner reviews past maintenance fee invoices they will see a line item for the fees they have continuously paid.
  
  While we do apologize the process seems fishy, payment can only be made by phone.  However, it would be made by calling the same ***** Services team that the owner has worked with for the past 7 years.  

• Initial Complaint

  Date:12/20/2022

  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.

  Unfair practice ! I tried paying annual dues online . It would not let me process payment .

  Business Response

  Date: 12/22/2022

  We apologize if the guest was having a difficult time making payment online. We recommend calling ***** Services directly at ************ to make the payment.