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

  4101 NW 87 Ave. Miami, FL 33178

• 

  Marriott Vacations Worldwide

  7338 Estate Bakkeroe St Thomas, VI 00802-3011

• 

  Marriott's Ocean Watch Villas

  8500 Duna Verda Wy Myrtle Beach, SC 29572-4432

• 

  Marriott Vacation International

  1091 Pinehurst Lane Palm Desert, CA 92260

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:10/13/2022

  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.

  Received an offer by ****** Vacation Club for 5 nights at ****** Resort Kaanapali, 6 days car rental & 10k miles from H. Airlines for $999 (studio) or $1349 (1 bed villa). Called and spoke to agent James M**** (ID *******), who in an effort to close the sale, instructed me to go on ******'s website & look @ the rates for that resort, rates were averaging $1400/ night which did increase the perceived value of the so called offer. He took my down payment of $199 on 3/15/22 (confirmation # *******), and explained to me that I had to attend a time share presentation of 90-120 min presentation. Purchase was not required. He also stated that I had until June 2023 to book, and that there were NO black out dates, but if traveling during major holidays (such as President's Day, Memorial Day, Easter etc) there would be an additional charge of $149. The stories I've heard about time shares have been scary. However, given that this was a ****** enterprise, gave me some degree of reassurance. As I have stayed at their hotels many times before.
  Called on 10/5/22 to book the 1st week of Jan 23, spoke to agent JP who stated that everything was "fully booked" at the resort. I pointed out that there were several rooms available on their website, to which he responded: "oh yeah but those rooms are going for $1800 a night, we can't give them to you for $900 for the whole stay!"
  So the problem is no availability I said, the issue is that you know you can get more money from regular guests, so you blocked us from booking during periods of high demand (exact definition of blackout) making false on your statement that there are no black out dates. He said I could not use the website to compare. I pointed out that the exact comparison tool was used by the agent who pitched the sale to me. This is very bluntly FALSE ADVERTISEMENT & it is illegal in all 50 states. FTC & State Attorney General regulate this. CA A.G. Office advised me to give business a chance to remedy issue in writing.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/24) */
  We certainly appreciate this guests interest in staying with us, and apologize if the details of the package were not explained correctly. There are different types of inventory for guests staying at our resort. What is shown available online is typically there due to an owner renting their time. This inventory cannot be used for preview packages. However, due to this guests concerns, we have provided a full refund of the monies paid.

• Initial Complaint

  Date:10/05/2022

  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 was making a reservation at the end of my reservation the customer service person on the phone ask me if I wanted a 3 night 4 days in the Marriott gran château in Vegas for $200 but I had to go to a 90 minute presentation. I agree then I booked the trip to Vegas on the 29 at 3 am we got there we paid $128.00 extra for the 29. And left the 3 rd of October 2022. Our presentation was on the second We listen to Santiago and after 90 minutes we decline the offer cause I told them as a flight attendant I get great deals.
  Then the manager came her name was Barbara Wanted us to come back for another presentation we didn't want to but we signed her papers which says $999.00 for 4 days. She did not sign herself the original contract only the ones that she emailed. In the evening we red all the paperwork it did not see anything about cancellation nor she said we could not cancel at the presentation. I emailed her 8 hours later and told her we want to cancel she reply you can't. I told her I will take it further and file a complaint I want to cancel and get my $99.00 deposit back and I want Marriott vacation club to stop taking $99.00 out of my account for 10 months. She did not sign our original contract therefore the contract is not valid.
  
  Can you please help me
  
  Thanks
  ***********************
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/13) */
  We are sorry for this guests disappointment. This guest's package was cancelled the day after purchase. We also never charged her credit card, so there are no funds to return.

• Initial Complaint

  Date:10/05/2022

  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 booked a promotional stay. I was told that I would be required to sit through a 90 minute presentation to receive the discounted price. I paid $199 upfront. During the booking process, I was transparent about the fact that I was traveling with my daughter. I have now been informed that my husband is required to be present at the presentation. When I attempted to get resolution by calling the resort, I was placed on hold for 30 minutes and then told there was nothing that could be done. My email communication received an initial communication stating that my email had been received, but I have not heard any follow up.
  
  I feel misled and discriminated against. I am the primary income provider for our family. I am more than capable of making a buying decision.
  
  I am seeking a refund of $199 and an apology.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 10, 2022/10/14) */
  We apologize for any miscommunication that may have occurred with respect to a promotional package offer that Mrs. ****** purchased from our marketing department. The details of participation for this promotional stay offer does require that in married, husband and wife must tour together in order to take advantage of the offer. This is because ownership in the ******** Flex Program is considered a deeded real-estate purchase and typically both spouses would take part in a major purchase decision of this nature. Mrs. ****** has already been in contact with our corporate Customer Advocacy office and we have facilitated a refund of her package as a gesture of goodwill for the miscommunication. The refund should reflect on Mrs. ******'s credit card statement within the next 7 to 10 days.
  
  
  Consumer Response /* (2000, 12, 2022/10/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate the prompt response. I am satisfied with the outcome.

• Initial Complaint

  Date:09/26/2022

  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.

  On August 21, 2019, I signed a contract, and paid $1,000 for a 5 night stay through the Marriot Vacation Club at The Surf Club in Aruba for up to 2 adults and one child. There was a 3 year limit to use the package. Since August 21, 2019 the pandemic hit, and I had a child who was born in the NICU, who still battles with respiratory issues. I do not fee comfortable traveling out of the country due to these life changes. Through Marriott Customer Service, I requested (a) to change the location of my package to a different Marriot Vacation Club property stateside, (b) points in exchange for the amount of the package, and/or (c) a refund. I was told I had to use the package in the Aruba location by Dec. 31, 2022, or I would be considering forfeiting it.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/03) */
  As the guest stated, on August 21, 2019 we entered into an agreement for a 5 night stay at the Marriott Aruba Surf Club. The promotional package originally had a 12 month expiration from the date of purchase. However, we extended the expiration date on two separate occasions due to the guests request. We are not able to extend the package any further. As stated within the purchase agreement, the monies paid are non-refundable. The guest also has dates secured to travel back to Aruba.

• Initial Complaint

  Date:09/26/2022

  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.

  We bought into the vacation club and of course, that was the worst decision I've made in my adult life. We were made several promises among them was the availability to pay the purchase price off within 60 Days. This was to give us time to secure our own financing. Between the time of purchase and my 30-day mark, there were two holidays as well, mind you. I was finally able to reach them the day after a holiday (4th of July) to make the payment in full. I was advised that I would not be able to make a payment for the full amount and I had missed my 30-day opportunity. BY ONE DAY! Please read up where I was PROMISED 60 DAYS, so this 30 days was news to me. The whole complication with not being able to make a credit card payment was news to me. It's a purposefully overcomplicated situation to make a payment above the minimum. I explained the situation to the person on the line, given this was ONE day over 30 days (with holiday impacts) could they make an exception. She declined. She talked over me, she was rude, she was unhelpful and unempathetic. I was at a loss. I couldn't believe the situation, it's a mistake. I contacted the office where we made the purchase as a last hope. It just spiraled even further. I worked with James H** who was completely incompetent. He committed to me that he would do regular follow-ups, they never occurred. I was at a loss. I couldn't believe the situation, it's a mistake. I contacted the office where we made the purchase as a last hope. It just spiraled even further. I worked with James H** who was completely incompetent. He committed to me that he would do regular follow-ups, they never occurred. After 3 months I just wanted to cancel!!! I sit here tonight writing up this review because I have received a late pay because I have received a late payment on my credit report. Now I have yet another battle because they lied yet again.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/13) */
  We are sorry for the experience with this guest. Once a purchase closes, being able to pay using a credit card is not common. This isn't exclusive to us as most mortgage companies will not accept credit card payments. We are currently working with the guest to cancel the purchase.

• Initial Complaint

  Date:09/24/2022

  Type:Order 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.

  Account # ******** On 08/18/22 My partner and I attended a meeting with a seller and had asked us where we like to vacation we said Hawaii was in our plans but we can't take more than a week off because of our job situation. We told him we were not married. He started creating a package and kept asking ME other places I like to travel. I can not travel out of state due to not being a citizen. And I told him I have not really thought about it because of the situation I'm in. Either way started creating a package where places that I have seen on the internet or places that had scenery I didn't even know half of the places he was putting in the package, he was basically creating his own vacation package. The package turned out to be 19k and down payment of $1600. Simply told him I can't afford to pay because I have lawyer fees to becoming a citizen and bills, and I like to budget and save money. He called his supervisor and he give us a discount and I repeated what I had said. And the supervisor told me to apply for a credit card so I could pay the down payment which they didn't tell me about the $450 annually fee and rules of the card. Our seller said to put both income of me and my partner so I can qualify. My partner earns twice as much as I do.I earn about 40k, I'm only 23 and they decided to put it under my name. Everything sounded nice about saving on the Hawaii trip so yes I agreed because I thought my partner would help me pay. We flew by when signing the contract and didn't tell me about the 10 day recession period where I could cancel. If I had known I would have because I felt pressured to signing and felt like I could say No. Fast forward 2 weeks I registered the card, they had already charged me the down payment and annual fee. 2k of money due Oct. 12 , which they told me I would start payments by December. I don't have that kind of money to be paying and my partner now doesn't want to help me. All I want to do is cancel. I can't afford this.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/05) */
  Due to this guests purchase not closing, we were able to cancel the sale. We are past the 10-day rescind period, so the resort will retain the deposit as stated within the purchase agreement.
  
  
  Consumer Response /* (3000, 7, 2022/10/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If Marriott said that they are able to cancel the sale, does that means the contract is voided and I don't pay anything? If so I would like a letter from them stating that the contract was canceled and will no longer pay the loan. I don't want to make another mistake and they will try to find a way for me to pay something I didn't want to in the first place. The only way I'll accept their response is if they send me a letter that they canceled the contract and will keep the down payment (deposit).
  
  
  Business Response /* (4000, 11, 2022/10/27) */
  Per this guests request, we emailed them stating they are not financially responsible for the purchase as it didn't close. I also shared we will retain the deposit as stated within the purchase agreement.
  
  
  Consumer Response /* (2000, 13, 2022/10/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/22/2022

  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.

  I am filing this complaint under Marriott International as my issue is with both Marriott Bonvoy & Marriott Vacation Club. The issue is that MVC (Member #*******) misrepresented the "Select" level benefit at time of sale. When we upgraded to Select we were told that my wife and I would obtain Marriott Bonvoy Platinum Status. Turns out I was the only one who obtained that status but I already had the status (Bonvoy #*********) as I travel extensively on business and earned the status without the MVC upgrade to select. Now, my wife is standing in the lobby of the Frankfurt Marriott Hotel with my daughter and can not use the concierge lounge as I am not there even though the reservation (Confirmation Number: ********) was made under my Bonvoy account # with her name (*************) listed on the reservation. I have spoke with several representatives at Marriott Bonvoy & MVC but no one is willing to or can help me. My Wife and daughter is staying there 9/16 to 9/22 and I would like this resolved ASAP. My Marriott Case# is *********
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/09/26) */
  In response to Mr. *******'s concerns, our office communicated with the owner on September 16, 2022 and was able to obtain agreement from the Frankfurt Marriott Hotel Manager to grant a one-time exception for Mrs. ******* and daughter to access the concierge level of the hotel. Mr. ******* was provided such update on reservation exception and acknowledged that Mrs. ******* did not have a Marriott BonvoyTM account (Mr. ******* thought his wife could use his account/card), nor was Mr. ******* present at the hotel. Once Mrs. ******* has an active Marriott Bonvoy account, our office will follow through on the upgrade status of owner level for Mrs. *******.
  
  
  Consumer Response /* (2000, 7, 2022/09/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Yes, as a result of Marriott's Dianne A****** help my wife and daughter were able to gain access to the Concierge Level throughout their stay. There are 2 action items open which are 1. Providing Platinum Lifetime status for my wife's Marriott Bonvoy account #********* and 2. Receive credit for the Frankfurt "Hotel Stay(s)" and the "Bonus" for the "Marriott Spend" (i.e. other charges to the room) to either my wife's or my Marriott Bonvoy Account. I sent Dianne an email today (9/28/2022) with all the information she should need to make this happen.

• Initial Complaint

  Date:09/22/2022

  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.

  We were SET on not purchasing in '19 but they made us feel that we would miss out if we dont take advantage of this "deal" & pushed hard. Fast forward to Feb '21 when we got invited to a virtual update. There was no mention of merging with Marriott until the meeting. AGAIN, WE WERENT BUYING! They bribed us with another cheap stay & at the presentation we met Dan V****. He asked if we knew of the merger & began the sales pitch regarding the benefits of being a member of Marriott resorts worldwide. All lies. He said we could keep our current plan but it will be limited. There was no mention of what it would cost. At this point Sharlene C**** entered. We recognized her as the same person who closed our first purchase. She smiled: "yes I recognize you" & proceeded to scribble the terms all the while talking about "advantages": we will not have to pay annual maintenance fee that is due on our current plan, first payment not due until '22, that maintenance fees for the new plan are lower at 987 & the new amount would only increase by 116. She wrote this all down in big letters that we read across from her. Again the fast talk was all about points/benefits & not on the cost which was 24,054. So when the draft of the Agreement was briefly shown to us, I balked at the cost & I noted that the maintenance fee was listed as 1,198.71. I immediately brought this to attention because I thought it was an error! Sharlene barged in & said "I made a mistake sorry but I cant change it".I said my husband & I are on fixed income in our retirement so this is debt we cant afford. I was ready to walk out. But with spending hours already/more sales talk & apologies from Dan, we got trapped. I called Dan after to express my disgust at the crudeness of Sharlene! Now we know that once we walked in & got tricked we never had a chance. We need to cancel this contract based on the fact that your reps lied about price, omitted key details & even went so far as to fill in OUR financial info.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/26) */
  We are sorry for Mr. and Mrs.*******' dissatisfaction with her December 22, 2021 annual Westin Flex vacation package upgrade purchase. Their first year occupancy is 2023. Mr. and Mrs.******* has been owners since January 2016 with an initial purchase of an odd-year Westin Desert Willow vacation ownership interest.
  
  In review of documents associated with the purchase, we find the owners' signed agreement to the purchase contract and disclosures including the purchase price, financing requirements with the mortgage note taken out on the property (equity down payment, loan terms; monthly payment and interest rate), disclosure of annual maintenance fees, purchaser's acknowledgement, and receipt of timeshare documents. Additionally, the owners were provided a 10-day cancellation period wherein they could review their documents and determine if they wished to continue with the purchase. Given these findings, we are not in agreement to cancel their contract.
  
  Although three payments have been made on their loan, their account is currently delinquent. As the account is more than 120-days past due, the default process has begun.
  
  Again, we apologize for their dissatisfaction, however, we find that the purchase was properly conveyed.

• Initial Complaint

  Date:09/14/2022

  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.

  A long time member of Marriott Vacation Club, last May I purchased more points. Subsequently, with the assistance of a Marriott Vacation specialist, I booked a trip on Collette Tours to Scandinavia. I had sufficient points. Marriott later told me I did not and cancelled the trip. I succeeded canceling flights and was left with an outstanding amount for one for $54.60. I paid Collette $549.00. MVC has admitted they were incorrect saying I lacked points. They've told me to deal with Collette for the refund. My problem is not with Collette, but MVC. I never would have spent the money with Collette had I known MVC would erroneously cause cancellation of my trip. I've been on a pinwheel of correspondence with both companies. I've contacted Mr. Steve W****, head of MVC, twice and been referred to Ms. Barbara L*********. I've had several emails with her and gotten nowhere. Marriott should reimburse me $549 (Collette payment) + $54.60 (balance of SAS ticket) = $603.60
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Our office, specifically Barbara L*********, has been handling Ms. *******'s concerns surrounding the cancellation of her Scandinavian tour. Please know that we truly value Ms. *******'s loyalty as a tenured Marriott Vacation Club owner and extend our sincere apologies.
  
  In communication with ************** and Ms. *******, we have confirmed that the following resolution measures have been taken to bring the matter to closure:
  
  -Refund of $136.42 for the $200 non-refundable airfare
  -Refund of $349.00 for insurance
  -Total deposit of 70K Marriott BonvoyTM points(for $63.58 non-refunded portion of airfare and gesture of apology)
  
  Thank you for allowing an opportunity to respond to Ms. *******'s complaint.
  
  
  Consumer Response /* (3000, 7, 2022/09/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still awaiting the check for $132+. Other check received as well as points mentioned. Once that check received, problem will be resolved
  
  
  Business Response /* (4000, 11, 2022/10/04) */
  We have been in contact with the provider ************** to confirm that they are processing Ms. *******'s refund. We apologize for the delay but have confirmed refund will be issued.
  
  
  Consumer Response /* (2000, 13, 2022/10/04) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/12/2022

  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 am a new Marriot Vacation Club Owner. I purchased my membership this year April 2022. As an owner, my Marriott Bonvoy status should be Platinum Elite as long as I am a member. I have contacted Marriott Vacation Club and Marriot Bonvoy about this issue on several occasions and the only information that I am receiving is that we are working on it. I am not able to take advantage of any of the rewards that the Platinum status offers and I feel as though it is unacceptable. It has been over 5 months and they have yet to change my status. Ironically, they make sure that they receive my monthly payment on time but they are slow to resolve any issues or problems.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Thank you for the opportunity to look into ****** ******s concern surrounding the Marriott BonvoyTM loyalty level. As a valued Marriott Vacation Club owner, it is our goal to provide timely delivery of the ownership benefits. We truly regret the delay in reflecting her loyalty program level.
  
  Ms. ******s account currently reflects the appropriate Platinum Elite level in accordance with her Marriott Vacation Club owner benefit level. In sincere apology for any inconvenience, 20,000 Marriott Bonvoy points are being deposited into her account. Completion of the point deposit is anticipated within 3 business days.
  
  We look forward to serving Ms. ******s vacation ownership needs for many years to come.