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

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

• 

  Marriott Vacations Worldwide

  7338 Estate Bakkeroe St Thomas, VI 00802-3011

• 

  Marriott Vacations Worldwide

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

• 

  Marriott Vacations Worldwide

  3200 N Ocean Dr Riviera Beach, FL 33404-3215

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:09/08/2022

  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.

  We had NO intentions to buy at all. The meeting lasted over 3 hours and the sales reps were awful in their attempts to get us to upgrade and consolidate into one VOI. A Marriott merger was discussed, and the sales rep said that the new Flex program would allow us access to all resorts, including Marriott resorts.
  We were told that consolidating our ownership to one contract would be more advantageous and that turned out to be A COMPLETE LIE. There was no mention of our maintenance fees increasing!
  They tried to separate us from one another because *** was asking a lot of questions, and the sales team didn't like it. She asked specifically if we upgraded, would we be required to attend another meeting like this and we were assured we wouldn't have to.
  There was an incentive to "push out maintenance fees" until 2022. They didn't say our points were not eligible until 2023!
  The sales rep specifically brought up MLB spring training, and stated that Arizona rentals can get 3-4 times the rental fees. They said we could use this income to offset ownership fees but told us not to mention that in closing. We were also told about tax advantages and how we could write it off. They referenced the first right of refusal making us believe Westin would buy this back if we didn't use it.
  We were told "not to look at the interest rate" because we wouldn't stay financed with Westin. Had we known that we could not refinance and would make payments over a 15 year period, totaling over $52,000 in loan payments, we NEVER would have given in to this purchase.
  The closing and signing of documents was very quick and nothing was fully explained, we weren't allowed the time to read the contract, just told sign sign sign.
  We tried to cancel within 3 days, while still on property. The receptionist took their name and number and said someone would be in touch with them, but no one ever called us no matter how many times we tried.
  *** was unaware they ran her credit AND put her on the deed!
  

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Thank you for the opportunity to respond to Mr. *********'s concerns regarding his and *********'s August 18, 2021 upgrade purchase to Westin Flex. Having been an owner since 2017, I am sorry for their dissatisfaction.
  
  Marriott Vacations Worldwide, Inc. delivers vacation products and services to over 700,000 families providing the opportunity to create memorable vacations at branded vacation ownership resorts. For more than three decades our portfolio has largely been built upon word-of-mouth referral and existing owner loyalty.
  
  As the owners know from prior participation (in 2017 and 2018), our sales teams provide updates and presentations highlighting the latest products and services available to prospective purchases and existing owners. Attendance is voluntary and there is no obligation to purchase.
  
  In review of the account use history reflects travel through the Vistana Signature Network to Westin Mission Hills Resort Villas in July 2018 and Westin Kierland Resort Villas in August 2021. Additionally, a StarOption Banking transaction is noted in 2020.
  
  To ensure that the developer's commitment is conveyed during the purchase process, great care is taken to provide specific disclosures that all owners must sign their agreement to. Such documents/disclosures include:
  
  Purchase and Sale Agreement, purchase terms and note (interest rate, monthly payment, and term)
  Upgrade Addendum to Purchase Agreement (conveys the upgrade transaction)
  Purchaser's Acknowledgement (includes disclosure that assessments ae billed in the preceding calendar year)
  Vacation Ownership Use Notification (conveys amount of annual dues for current year and the first year of occupancy).
  
  In accordance with the purchaser's right to rescind, owner/purchaser has the legal right to rescind this agreement without penalty or obligation, or cause of any kind, by midnight on the tenth (10th) calendar day, or any longer period of time allowed in this agreement, following the day the owner/purchaser executed the Purchase Agreement, by sending or delivering written notice of rescission to the Seller: Flex Collection, LLC., at 9002 San Marco Court, Orlando, Florida 32819; Attention: Document Administration Department.
  
  Please know that Customer Advocacy is committed to representing all owners. With that commitment, we must ensure that the terms of the purchase and vacation ownership use guidelines are applied consistently. We regret that the owners felt misinformed but the contractual obligation cannot be disregarded.
  
  The owners currently have 80,000 Bonus StarOptions available until December 31, 2024 and 44,000 Banked StarOptions (from 2020 use year) available until December 31, 2022.
  
  
  Consumer Response /* (3000, 7, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We TRIED to rescind while still on the property! Your company has given us a complete run around and treated us so poorly.
  
  
  Business Response /* (4000, 9, 2022/09/23) */
  As we have taken Mr. *********'s and Ms. *****'s claims and dissatisfaction seriously, a thorough review of the matter has been completed. We have concluded that the purchase was properly conveyed, including the 10-day cancellation period. We maintain our position and respectfully decline their request for cancellation.

• Initial Complaint

  Date:09/05/2022

  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 attended a Marriott vacation club virtual sales call on September 22, 2021. We were told at that time by Lamar D******* of Marriot that we would receive 50K Bonvoy Points. We were told it would take 6-8 weeks to get the points. On November 23, 2021 I reached back out to Mr D******* by email asking about the promise did not receive a response. We agreed to attend this virtual presentation as we were planning an upcoming trip with Marriott vacation club and was told we would not have to do another presentation during our vacation. However, when calling to book the vacation in Hilton Head, SC which took place the week of memorial day 2022, I ask about the previous points they would do to us. I was unable to get anyone to help and we were told that we must attend another presentation in Hilton Head, SC. Marriott vacation club told me they were unable to find any record that I spoke to Mr. D******* and despite me telling them I had emails proving that appointment and conversation, there was no forward progress made. We vacationed in South Carolina and went to another presentation and was again promised another 50K. I called at the three week mark and was told he could take several more weeks to have points added. I called back during the week of 8/22/22 and was sent from their Vacation club site and back over to the Bonvoy people. I was eventually told that the points from May 2022 were added to the wrong account but Marriott vacation club declines to add those points to my account. I finally also was able to get someone from Marriott Vacation Club to acknowledge I had not received the points from September 2021. I was informed there would be a full resolution with a transfer of 100K points to Bonvoy account and I would receive a call back from Marriott vacation club. That conversation was on August 26, 2022 and I have yet to hear back from Marriott vacation club. I'm expecting my 100K points as promised. Points were added to the wrong account and Marriot knows it.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/09/07) */
  From: F********, Ray (MVCI)
  Sent: Wednesday, September 7, 2022 5:44 PM
  To: ***********************
  Subject: MVW Customer Advocacy
  
  Good afternoon Mrs. *************:
  
  I have received the complaint that you have filed with the Better Business Bureau. I am so sorry to hear about the issues and lack of follow up experienced with regard to some tour incentive points that were offered in conjunction with two sales previews that took place with our organization on 9.22.21 and 6.2.22.
  
  I clearly see both sales preview documented in our system of record and I also see that 50,000 Bonvoy points should have been posted for each tour to your account number 647-564-772. Can you please confirm that is your Bonvoy account number?
  
  I am happy to pursue this on your behalf with Marriott Bonvoy as the points should have been posted for both sales previews. Rest assured I will work on this for you until the matter is resolved. Thank you for your patience in the meantime.
  
  Best regards,
  
  
  
  
  Ray F********
  Director Customer Advocacy
  CUSTOMER ADVOCACY

• Initial Complaint

  Date:09/02/2022

  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 have a points based timeshare with Marriott vacation club. I recently tried booking a vacation somewhere in the Carribean between November 1,2022 to December 30,2022 for 4 guests for 7 nights with no availability. I called the online booking service and they weren't able to find any availability either. When I went to an online booking agency I found 2 seperate bookings for Marriot Aruba Surf Club from Dec 4,2022 - Dec 12,2022 and one for Dec 2,2022 to Dec 9,2022 for 4 guests 7 nights through Agoda.com. I believe Marriott is pre-selling the rooms to online booking agencies instead of leaving them for the Marriott vacation club owners who have already paid their deed and annual maintenance fees. So they are double dipping charging the timeshare owners and then making pure profit selling the rooms to booking agencies like Agoda. My points are dollar based and should be able to reserve the room if it is available. I have searched online forums and find many other unsatisfied customers who find similar situations. I would like Marriott to re-imburse my initial deed fees since the availability which was promised is no longer accurate.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Reservations at Marriott Vacation Club ownership resorts are subject to availability on a first come, first serve basis. Our Caribbean resorts in Aruba, St. Thomas and St. Kitts are amongst the most popular destinations in our 60+ resort portfolio with many owners reserving 12 months in advance. We do have plenty of availability at other Marriott Vacation Club ownership resorts locations this Fall including: Marriott's Cypress Harbour, Marriott's Grande Vista, Marriott's Desert Springs Villas and many more.
  
  The rental availability that Mr. ******* references stems from an owner who has either decided to place their owner week into a rental program, or they have chosen to rent it themselves through a third-party company. Due to the flexibility that the Marriott Vacation Club program provides, some owners may choose an alternative vacation option such as Marriott Bonvoy points, or may make a selection from our Explorer Collection. When that happens the owner relinquishes their allocation of Marriott Vacation Club ownership nights, which is rented to offset the costs associated with providing the owner with an alternative use option.
  
  As mentioned previously, Owner Services does have plenty of good vacation options to offer Mr. ******* before the end of this year. We recommend contacting Owner Services at 800-845-4226. Owner Services hours of operation are Monday through Friday from 9am to 8pm eastern.

• Initial Complaint

  Date:08/31/2022

  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.

  On Sep 6 2021 during a stay at a Marriott Hotel in Orlando, I was approached and offered a 5-day 4-night stay at a Marriott Vacation Club for $299.00. I was told by Marina R**** (Marriott Employee) that I would have to attend a 90 minute presentation during my stay, but I wouldn't be forced to buy anything. She asked me if my wife would be with me and I explained that we separated and I was single. She wrote single on the form (see attached). Months later I called and booked my stay from 8/12/22 until 8/16/22. On the date scheduled for the presentation I showed up and brought a friend with me. The person at the reception desk said that I couldn't attend the presentation without my wife. She was EXTREMELY rude, homophobic, asked for my divorce papers and I explained that I recently filed for the divorce. She didn't care and threatened charging $500 on my credit card. Today I checked my statement I see the following charge: Marriott cypress harbo orlando/fl - purchase $511.57. This charge was not authorized and I want a full refund. It's not my fault they didn't let me go to their stupid presentation. I was never treated like that in my entire life. The people I spoke with over the phone were sarcastic, hang up on my face and not helpful at all. This is a SCAM to force people to buy their properties and I fell for it and now have to pay $511.57. That is not right! They even said that they were being nice for only charging $500, because they should charge me $989. How can a business force someone to pay whatever they want without the customer's agreement? I am so disappointed! I could never imagine Marriott could be so disrespectful and treat guests like this. Please help me to get my money back!
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 6, 2022/09/01) */
  Our records reflect that on September 6, 2021 Mr. ****** purchased a discounted promotional package to return to a Marriott Vacation Club resort in Orlando, Florida. At the time of purchase Mr. ****** provided our organization with the name of his spouse, ******* ******.
  
  The offer was a discounted promotional stay used to promote the Marriott vacation ownership program. As part of the offer, guests are required to acknowledge and abide by several marketing criteria. One of the criteria states that if married, both husband and spouse must attend the required 90 minute sales preview together. The terms and conditions of the offer explain that if the sales preview is not attended, then the guest will be charged the normal rack rate of the accommodation.
  
  Mr. ****** called our marketing call center on January 5, 2022 and spoke with an associate who helped him confirm travel dates using the package offer. At that time the spousal requirement was reiterated to Mr. ******.
  
  Mr. ****** stayed in a luxury 2 bedroom villa accommodation a Marriott's Cypress Harbour from August 12th - 16th 2022. He did not abide by the terms and conditions for the offer and therefore should be charged the difference between the cost of his promotional package and the rack rate at the resort for the nights that the villa was occupied.
  
  
  Consumer Response /* (3000, 8, 2022/09/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Marriott is lying. I have the form to prove that I told them I was single. They consulted with their manager and they knew I was single before I purchased their vacation package as they say it. They don't even know my ex-wife name, which is not ******* ******, and I can prove that too. I'm sick and tired of Marriott's bullshit. I will get a lawyer if they don't give me my money back and I'll post on ALL social media that they are scammers and liars. I have sent BBB the form signed by Marriott's employee and I have friends who witnessed when I purchases their stupid package and also that were there when they treated me like "sh..." on the presentation day. Please help me get my money back!!! This is so unfair!!!!
  
  
  Business Response /* (4000, 15, 2022/09/19) */
  The resort marketing team has contacted Mr.******* directly and resolved this matter to his satisfaction. If Mr.******* has any additional questions or concerns he is welcomed to contact our corporate Customer Advocacy office at 800-860-9384.

• Initial Complaint

  Date:08/31/2022

  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 own Marriott Timeshare properties; two are deeded to us as individuals and one is deeded to a trust. At least two months ago, Marriott changed their their computer system so it no longer recognizes trust properties as title holders. Somehow it screwed up their system and we are now listed as a SELECT owners instead of an EXECUTIVE owners. Because of that, for at least two months, we haven't been able to book any vacations and we couldn't bank any 2022 elected points into 2023. We have called them numerous times, spoken with, and written to their middle managers, and all they say is that "it's being worked on." We need them to correct the problem, link our accounts, change our owner status to "Executive" on all properties, allow us to bank our 2022 Elected properties into 2023, and give us a generous amount of bonus points for the loss of opportunities to bank points and book properties in 2023.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/02) */
  A member of our corporate Customer Advocacy office has reached out to Mrs. ******* directly and is assisting her with this matter. If Mrs. ******* has any additional concerns she is encouraged to call 800-860-9384.

• Initial Complaint

  Date:08/31/2022

  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.

  Marriott Confirmation Number:*********
  We had 3 rooms booked at Marriott to celebrate my parents birthdays in July. We had a horrible experience at our stay because my mothers handbag had $1300 in cash stolen from her handbag and my father had $300+change stolen from his wallet that they left in their room for a short period of time because they went downstairs to get something. Upon informing security, they were able to recover the funds from the house keeper that stole it from my parents wallets. We were traumatized and my mom refused to leave her room for most of the vacation because she was afraid to lose her jewelry or be stolen from. We have traveled all over the globe and left belongings many times in our room and never been stolen from. I told Marriott I want a full refund for the room I booked for my parents for the inconvenience they have caused and because frankly they ruined our vacation and no one enjoyed after this happened which was in the beginning of the vacation. We could barely even enjoy a meal without discussing what happened and who is watching us from the staff to see what else they can steal. This should have been done by Marriott happily and they should have refunded us for our stay given the circumstances but not even 1 apology from the manager. He never came out to see us or say sorry only the security guy & director of operations apologized for the matter and helped to find the $$ but regardless we need a refund on our stay because this was barely a vacation! My brothers room was already refunded by his credit card and now I guess I have to go same route for the 2 rooms booked by me for myself and my parents because Marriott has terrible customer service and no one has tried to reach me about this issue despite me telling them i want a refund and calling the US customer service. I opened a case but no resolution was provided. I want my money back and NEVER staying at a marriott ever again! I wish i would have booked the **** instead.
  

  Business Response

  Date: 09/14/2022

  We are very sorry for the experience. We immediately involved our *************** and Loss Prevention teams when the concerns were brought to our attention. As the guest shared, the funds were returned. Our *************** team also addressed the concerns appropriately with the associate involved. Due to the issue we provided a $250 resort credit. This is certainly not a common experience at our resort, and we again apologize for the experience. However, we will not provide a full refund as the issue was addressed and resolved the same day.

  Customer Answer

  Date: 09/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your answer is unacceptable. Your resort ruined our experience and we were unable to take advantage of our amenities at the resort.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 9, 2022/09/14) */
  We are very sorry for the experience. We immediately involved our Human Resources and Loss Prevention teams when the concerns were brought to our attention. As the guest shared, the funds were returned. Our Human Resources team also addressed the concerns appropriately with the associate involved. Due to the issue we provided a $250 resort credit. This is certainly not a common experience at our resort, and we again apologize for the experience. However, we will not provide a full refund as the issue was addressed and resolved the same day.
  
  
  Consumer Response /* (3000, 11, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your answer is unacceptable. Your resort ruined our experience and we were unable to take advantage of our amenities at the resort.

  Business Response

  Date: 03/06/2025

  This matter was addressed appropriately by **** ********, Director of Customer Advocacy.  *** and **** ***** were made whole and provided with a $250 resort credit utlized during their stay.  Unfortunately, we are unable to honor their request for a full refund of their vacation stay.  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 18762701
  
  I am rejecting this response because:

  This is a joke.  When you stay at a luxury 5 star property, you dont expect your things to get stolen by the housekeeping staff.  Your staff at that property did a poor job of addressing the issues and tried to cover up the whole situation by offering a mere $250.  Our entire rest of stay was not enjoyable because of this experience and we were afraid to leave our stuff in the room and go downstairs. We should be given atleast a 50% refund, if this was Hilton, no questions asked they would have given a 100% refund to keep their reputation.  Its sad that we are still talking about this almost 3 years later and you guys have no dignity for your brand to honor our request for a refund,

  
  Sincerely,
  
  Shwetah Mehra

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair 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 November 19, 2021, I purchased a Marriott Vacation Club encore package at Marriott's Mountain Side resort in Park City, Utah. The total cost of the package was $1,409 for a 5 day/4 night return stay in a 2 Bedroom Villa at Marriott's MountainSide or Marriott's Summit Watch resort. The expiration of the package is November 19, 2023. The alluring incentive of the package was "travel February - March receive an additional 1,000 plus points". Well, I contacted Marriott (888-357-9227 or 407-233-0116) and confirmed a reservation arrival on February 27, 2023. When I called around August 23-24, 2022 to change my reservation arrival to March 3, 2023, I was informed that the my February 27, 2023 was not on the books and that the both of the aforementioned resorts were sold out for February 2023 and March 2023. Hence, I would not be to take advantage of the 1,000 plus points. Now, they are telling me that these resorts were typically sold out during that period and availability is highly unlikely.
  
  It appears that Marriott sold me a package with terms that would be impossible for the consumer to meet. Therefore, the benefit would never be given. This is an unfair practice and lacks lots of truth. Inventory should have been set aside for outstanding packages that were pre-sold. It appears that this wasn't the case. I have unsuccessfully tried several times to resolve this matter with Marriott. I have even suggested a package extension to 2024. This would have given them an opportunity to rectify their inventory problem. However, they refused to resolve this issue. If you can help me, please call me at 773-612-8559 or email at *****************
  
  Thank you,
  *************
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/31) */
  From: F********, Ray (MVCI)
  Sent: Wednesday, August 31, 2022 4:53 PM
  To:
  Subject: *****************MVW Customer Advocacy
  
  Good afternoon Mrs.*******,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau. I appreciate this opportunity to respond on behalf of the corporate Customer Advocacy office for Marriott Vacations Worldwide.
  
  I apologize for any misunderstanding that may have taken place with respect to a promotional package that you purchased in 2021 to return to Park City, Utah. In review of your account I do see that a conversation occurred on February 16, 2022 with a member of our Encore team. February 16, 2023 was requested during that phone call and the dates were not readily available, that being the case, the associate placed you on a waitlist request for those travel dates. On March 14th as second call was received by the encore department and a different agent explained the waitlist process once more.
  
  As you can imagine, ski season is a very popular travel time in Park City, especially during Spring Break dates. While there are no black out dates for your package, owners always have the first opportunity to reserve their weeks. Requested dates using promotional packages are subject to availability and honored on a first come, first serve basis.
  
  I understand your perspective about the 1,000 bonus destination points that are mentioned as part of the encore agreement and I will happily honor that incentive once you have confirmed dates using your package. Please let me know once your have confirmed travel dates and I will manually add the bonus points to your destinations account.
  
  Thank you,
  
  
  
  Ray F********
  Director Customer Advocacy
  CUSTOMER ADVOCACY

• Initial Complaint

  Date:08/29/2022

  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.

  During the previous week, August 22-29, 2022 I have been trying to use the restricted star option point balance of 57,100 points due to expire at the end of this year 2022. Each time I look at any of the resorts that are available in my network I am told there is no inventory to use the points. However, there is inventory available if I want to use next year's points or if I want to pay for each night through price line or with the resort directly. This is a recent issue with Marriot. We have our timeshare since 1989 and only had this issue once with the RCI exchange program which ultimately settled a class action lawsuit.
  
  When we bought our timeshare we were never told that specific inventory is kept for cash customers or reserved for certain types of star options. This was never an issue in the past. In fact, my paperwork from the timeshare I purchased states that we have priority to book within the network as long as there is inventory, maintenance fees are paid, and you have the right amount of available staroptions for the type of property you are booking.
  
  So, I guess my 51,000 points will expire since there is no inventory available and never will be, but the corporation can continue to make money selling more units as timeshares with limited availability and keep the rest to sell through price line and other discounted travel sites and my money I paid is just a bonus to them. I have always enjoyed our timeshare and promoted others to buy into the vistana network. But I won't be any longer.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/08/31) */
  From: F********, Ray (MVCI)
  Sent: Wednesday, August 31, 2022 4:31 PM
  To:******************
  Subject: MVW Customer Advocacy
  
  Good afternoon Mrs. *****,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau. I appreciate this opportunity to respond on behalf of the corporate Customer Advocacy Office for Marriott Vacations Worldwide.
  
  The restricted StarOptions in your 2022 use year have a 60 day reservation window tied to them. Restricted StarOptions cannot be applied to a stay that is further out then 60 days, so if you were looking at vacation dates beyond October 31st, then Member Services would have explained that you would need to borrow from your 2023 allocation in order to make that particular vacation stay booking.
  
  The resort inventory that you see available for rent on various websites (*********, Marriott.com, etc.) stems from owners who have deposited their time into the rental program by participating in another usage option that necessitates renting their week in order to offset the costs associated with providing that usage alternative. The best example is when an owner chooses to receive Marriott Bonvoy points instead of home resort occupancy. Another way that an owners week may end up in the rental pool is if an individual fails to meet their financial obligation to their home resort Condominium Ownership Association. In that scenario, the organization may rent the owners allocation of vacation time in order to offset fees that are due to the Condominium Ownership Association.
  
  In review of your account I see that you have recently made a reservation for February 2023 at The Westin LagunaMar Ocean Resort. I hope that you and your family have a terrific vacation in Mexico. If you are looking to use up your remaining 2022 StarOptions before they expire, please contact Member Services at 888-786-9637 and a Vacation Advisor will gladly check availability for you. Member Services hours of operation are Monday through Friday from 9am to 8pm eastern.
  
  Best regards,
  
  
  
  
  Ray F********
  Director Customer Advocacy
  CUSTOMER ADVOCACY

• Initial Complaint

  Date:08/28/2022

  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.

  I have been trying to access their website for three days and it is down - interrupted service. This is infringing on my rights as an owner to secure and book my timeshare. Dates get booked incredibly fast and by them not having the website up and running; addressing the issue, etc it is not fair to me as an owner,
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/08/30) */
  From: F********, Ray (MVCI)
  Sent: Tuesday, August 30, 2022 4:05 PM
  To: [email protected]
  Subject: MVW Customer Advocacy
  
  Good afternoon Mrs. *******,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau. I appreciate this opportunity to respond from the corporate Customer Advocacy office for Marriott Vacations Worldwide.
  
  I apologize that you are experiencing some intermittent issues while attempting to login to the owners website. Our owner services organization is preparing for the introduction of ABOUND by Marriott Vacations, a new program that will benefit owners by providing access to over 90 vacation club resorts across Marriott Vacation Club, Sheraton Vacation Club and Westin Vacation Club branded resorts. Currently, our website development team is hard at work getting the website ready for the launch of the new program. In preparation for the introduction of ABOUND there are going to be temporary issues and website outages anytime background updates/enhancements are being implemented. Normally, our IT department schedules these updates during low traffic hours. If you are having trouble logging in, I suggest you give it a few minutes and try again as most outages are brief.
  
  I was able to successfully emulate your account just a few moments ago. Here is a screenshot from your home page.
  
  Please let me know if there is anything that I can assist you with from a servicing standpoint.
  
  Take care,
  
  
  
  
  Ray F********
  Director Customer Advocacy
  CUSTOMER ADVOCACY

• Initial Complaint

  Date:08/22/2022

  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.

  Per our initial conversation with Rod, our sales person in Arizona who presented the timeshare to us agreed to delay the timeshare for 9 months to a year, considering we were purchasing a home within a 9 months to a year timeframe and we did not want this transaction to impact our credit score. He agreed that it made sense and will not be a problem.
  
  Shortly thereafter, we received a phone call from Rod explaining he needed some documents signed and returned immediately because the timeshare would go into foreclosure.
  
  We thought this was rather odd, considering we hadn't agreed, paid or signed anything to go into foreclosure but he assured us that everything would still be delayed for a year as originally discussed but they needed the documents for having them on file and to hold all points and other bells and whistles he added.
  
  Weeks later we received a bill in the mail for closing costs and monthly maintenance fees.
  
  As you noted in your response we mentioned delaying this transaction so we can purchase our home in one year but Rod assured us that the delay was not a problem but signing the documents would hold all the points and other items he added as a bonus.
  
  Now we see none of this information given to us was truthful.
  
  This practice and way of doing business is unfair and we no longer want to move forward with your program due to being untrustworthy and not truthful to your word.
  
  Customer Number: ********
  Invoice Number:*********
  Loan Account Number:***********
  File Number:**********
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 12, 2022/09/02) */
  We are very sorry this guest feels the sale closed prematurely. The guest signed the purchase agreement six months prior to closing. We spoke with them prior to closing and the guest agreed to sign and return the remaining documents. There are no notes on the contract or correspondence from the guest stating they needed an additional delay. Therefore, we closed on the sale as stated within the purchase agreement.
  
  
  Consumer Response /* (3000, 14, 2022/09/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Per the response from Marriott they are confirming in their response the closing was not as agreed upon. The delay was agreed upon verbally with their sales agent and also through email explaining our circumstances as to why we needed even more time. We only signed the paperwork because we were threatened that if we didn't then there would be penalties. We again are choosing to no longer proceed with doing business at all. The contract is null & void b/c they have not held up their end of the deal and we are needing this removed from our credit profile.
  
  
  Business Response /* (4000, 16, 2022/09/14) */
  We again apologize this guest feels the purchase closed early. We closed the sale based on the signed and agreed upon terms of the contract. Based on us following the terms of the agreement, we will not remove any late notices reported to the credit bureaus.