Complaints

This profile includes complaints for Marriott Vacations Worldwide's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Marriott Vacations Worldwide

  P O Box 690549 Orlando, FL 32821

• 

  Marriott Vacations Worldwide

  500 East Fairway lane Galloway, NJ 08205

• 

  Vistana Resort

  400 Garden City Plaza, Garden City, NY 11530

• 

  Marriott Vacations Worldwide

  33 W 37th St New York, NY 10018-6201

• 

  Marriott Vacations Worldwide

  101 S Atlantic Blvd Fort Lauderdale, FL 33316-1559

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:08/18/2022

  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 August 22, 2019 me and my husband purchased a vacation package at a cost of USD$1,395 from Marriott Vacation Club International (customer # ********). Due to the COVID-19 pandemic, extensions to the original dates of travel, (August 2020), had to be made.
  Presently the trip is booked for August 22-29, 2022. However, due to the continued and continuous increase in COVID-19 cases and the fact that we now have a 6 month old infant, air travel at this time is ill advised as it puts our baby at very high risk of contracting COVID-19.
  That being the case, we requested an extension to the travel dates. However, we were told that no further extensions will be made. As such, we asked for a refund and were told that a refund will not be granted.
  Marriott Vacation Club has collected USD$1,395.00 from us and is both refusing to grant a further extension to our travel dates and refusing to refund the money we paid. In the context of a pandemic and having an infant who would be put at high risk of contracting COVID-19 if we travelled at this time, this seems grossly unethical.
  We would like to negotiate either a 12 month extension of the travel dates, to August 31, 2023; or a full refund of USD$1395.00 that we paid.
  We trust that you will be able to assist in getting Marriott Vacation Club International to do the right thing.
  Thank you
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Respectfully, Mrs.******** has had three years to take advantage of her promotional package. The reason we cannot extend the package or refund her purchase price is because those funds were used to secure inventory at our Marriott Vacation Club resorts for the purpose of providing accommodations specifically for this offer. The offer originally had an 18 month expiration date. Our organization has been very flexible in light of circumstance's related to the COVID-19 pandemic by doubling the expiration window.
  
  While travel is a personal choice, our Marriott Vacation Club resorts are open and welcoming guests each day. We also have enhanced housekeeping procedures in place to help keep our guests safe.
  
  For the reasons explained above we are unable to refund or extend Mrs.********'s promotional stay beyond August 22, 2022. If she would like to inquire about reinstating her reservation Mrs.******** may contact our promotional package office at 800-782-5410.
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We acknowledge that due to the COVID-19 pandemic, Marriott Vacation Club had extended the time for take up of the vacation package. We also acknowledge that travel is a personal choice. However, given our particular circumstance of now having a baby to travel with, that extension is still not practical as choosing to travel at this time with our baby puts her at very high risk of contracting COVID-19.We paid our money to Marriott Vacation Club in good faith and are simply asking them to acknowledge our special circumstance.Given that a refund seems not possible, a reasonable compromise would be for Marriott Vacation Club to grant an extension to time that would not jeopardize the health of our baby. Initially we had hoped to get an extension to August,31, 2023 but we are willing to reduce the request for extension to April 30,2023.It is fully within the discretion of Marriott Vacation Club to grant an extension or not to grant an extension. As such, we hope that they will respond favorably to what, in this circumstance, is a reasonable request.
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  At this juncture we may only reiterate that we are unable to extend the package any further. Guests in Mrs.********'s situation have already been provided with an exception in the form of an 18 month extension from her packages original expiration date. We are unable to extend the expiration date further as doing so would be unfair to all of the other guests who adhered to the 3 year term.
  
  
  Consumer Response /* (4200, 11, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We thank Marriott Vacation Club for clarifying the position they have adopted as it relates to extension of vacation packages. We note and accept their statement that, "Guests in Mrs.********'s situation have already been provided with an exception in the form of an 18 month extension from the packages original expiration date."
  The original expiration date of our package is August 22, 2021. So when an 18 month extension is applied, the revised expiration date is February 22, 2023. As such, we expect that Marriott Vacation Club will honor the extension to February 22, 2023, in keeping with their principle of applying an 18 month extension to the original date of expiration of the package.
  I trust that we have now arrived at a fair and amicable resolution that satisfies both parties.
  
  
  Consumer Response /* (4200, 19, 2022/09/06) */
  Thanks for the assistance so far. We see in the Complaint Status Activity that on 8/29/2022, "Dispute RESOLVED- with Letter (This is only visible to you)" And, "Inform Business - Case Closed RESOLVED". However, we have not received any communication from Marriott Vacation Club confirming that they accept the 18 month extension from the time of expiration of our vacation package which would make our new expiration date February, 22, 2023. Also, we do not see or are able to access the above mentioned letter regarding resolution of the case. Can you please resend this letter or attach it to your response to this correspondence. And advise how we should proceed.
  Thank you
  
  
  Business Response /* (4000, 21, 2022/09/06) */
  At this juncture we may only reiterate that Mrs. ****** has reached the maximum threshold of 3 years from which her package was purchased. Our organization will not agree to extend the package for an additional 18 months.

• Initial Complaint

  Date:08/18/2022

  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 Tuesday I spent most of the day (10:30 to 3:30) talking to D**** and the Time Sale Sales people. The 1st lady I talked to was pleasant and collected my info. After a few minutes she came out with a man then proceeded to take me to a cubical. He was rude and short from the start. He had trouble logging into the computer and snapping to the 1st lady about it. It was embarrassing and unsettling. He gave up and said that he had a program for me. I told him I didn't want sold and just wanted to know what my timeshare was worth because of the point system. He told me my timeshare was worthless. I asked again how it was worthless and he stated that since I purchased it outside of Marriott it was worthless. But in the next breath he stated that if I purchase 2500($36k) points from him it would be worth 2550 points. This upset me quite a bit. I asked how me buying 2500 points would suddenly make my timeshare go from worthless to 2550 points. He stated that was the special and that I better do it quickly because the special will be ending soon. Now the very bad part. I told him that I would just keep Interval because I could still use my week. He then stated that Marriott considered me a "2nd class customer" because I book through Interval and that was why I was put in the 1st floor construction timeshare. This upset me quite a bit. So far, he was rude to his coworker, called my timeshare worthless, tried to hard close me on a point system and called me a 2nd class customer because I use interval. When I asked him why I would purchase more points after I was treated like this he stated that Interval will be harder to use in the future because more people are using the point system and taking long or 4 day weekends. Making weeklong timeshare harder to reserve. I had trouble sleeping that night due to the things I was called and told. The next day I tried to shake off but being treated this way by an unethical/rude salesperson. I left 7:30 Thursday. tt customer advoc
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Mr. ****** has been in contact with a manager from our corporate Customer Advocacy department regarding this complaint.
  
  We have explained to Mr. ****** that because he acquired his ownership interest at Marriott's Harbour Lake on the third party market, he does not receive the same benefits as an owner whom purchases directly through the organization. Mr. ****** does not have the ability to elect his week to Marriott Vacation Club Destination Points or to Marriott Bonvoy points. Mr. ****** does have the ability to occupy a week at his home resort, or he may deposit it with Interval International. Owners who are occupying their home resort week, or who are using Destination Points to arrange their stay do receive first priority in terms of villa location requests.
  
  We apologize that Mr. ****** became upset after receiving this information from a sales manager. Mr. ******'s feedback about the verbiage and terminology used during the sales process has been shared with the sales leadership team.
  
  It is accurate that in order for an owner, with an externally purchased week, to participate in the Destinations Program that individual does need to purchase an additional stipend of Destinations Points directly from the developer in order for the external week to be enrolled and thus available for participation.
  
  Mr. ****** was offered 40,000 Marriott Bonvoy points as a gesture of goodwill from the corporate Customer Advocacy office, but he declined our offer. Mr. ****** chose to vacate his ownership week early and we are unable to compensate him for deciding to end his vacation early.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for the response. I find it hard to believe that Marriott would treat me as a "2nd class customer". I find it harder to believe that you would support and defend these actions. You, condoning this treatment makes me concerned. I pay my maintenance fee like everyone else. Customers should be treated with the same respect and dignity. Interval is owned by Marriott after all. Yes, you offered me 40k points but let's be truthful. Marriott told me it was only 2 nights. The way I was treated was not right or fair. I'm ok with not selling my timeshare for points. Remember I said I would just keep it as is and he kept pushing and pushing the sale. That's when he belittled me and made me feel small. I know I don't have a ton of money to spend on vacations. That is why this is important to me. I get very little time off from work and not a lot of money to spend on vacations. From your response I see you don't see the importance. But it is important to me. I picked Marriott because of its reputation and customer satisfaction. I have owned it for over 10 years now and never had an issue until now. But the way I was treated is unfair and unethical. Your response is a lot about the points system but not about how Marriott treated me. It shows your priorities to customer service is lacking. Two sentences in the response were about the way I was treated. Really? Yes, I did leave early. It made me sick to my stomach about the way I was treated. The poor location I was put in and the way I was treated. You would be upset too. This experience was terrible and getting worse with every excuse and deflection that is made. In closing you said the "verbiage and terminology" was wrong but not that Marriott treats customers differently was wrong. A customer is a customer and should be treated with respect. Not on a scale from top to bottom. Not addressed in the response was his comment about the availability of Weeks for future Interval/Marriott customers. Was he using wrong verbiage there also, hard closing, unethical or lying? Please make it right. If you like I can submit pictures.
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  Again, we apologize for the negative sales experience and have informed the sales leadership team at Marriott's Grande Vista of Mr. ******'s feedback. We agree that all of our owners and guests are to be treated with integrity and respect. Our sales associates are trained to provide owners with a low key, informative and professional sales preview that highlights the benefits of purchasing through Marriott Vacation Club. That said, we do reserve certain use right privilege's for those individuals that acquire their ownership interest through our organization directly.
  
  While the interval international exchange option is not going away, more and more owners prefer the internal exchange program because of the flexibility the Destinations Program provides. Owners can choose to stay for any length of stay using their destination points and they can also select their villa size. Our resort operations teams do give villa request priority to owners who are occupying a week at their home resort, or staying using Destination Club points. Stays arranged through Interval International do fall lower in the villa request priority.
  
  
  Consumer Response /* (4200, 11, 2022/08/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response. Unfortunately, my vacation was ruined by this experience. Marriott's response for this throughout this whole ordeal has proven how poorly you think about customers in general and Interval customers in particular. Marriott has not offered a resolution other than an apology. While I have lost most of my vacation. It looks like this complaint will not be resolved. I have tried but Marriott seems not to value its customers time and experiences as proven with their previous responses. I do not accept the business's resolution because Marriott has not offered any resolution. Marriott believe what happened to me is only worth 2 nights. I left more than that time on my vacation due to the unbearable, deliberately unethical handling of this whole situation. It's great everybody in management has been informed but that doesn't help my experience at all.
  
  
  Business Response /* (4000, 13, 2022/08/29) */
  Mr. ******'s expectation to be compensated for the duration of his stay is unreasonable. The sales gallery is not located at Marriott's Cypress Harbour resort and there was nothing preventing him from enjoying the remainder of his vacation stay.

• Initial Complaint

  Date:08/17/2022

  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.

  This timeshare is no benefit to us at this time an we would really prefer to just get rid of it. There was a high amount of pressure at the first meeting to sign up quickly. Switched to a second agent to apply more pressure. The reason we decided to signup was we were a 2 income household with high pressure and wanted to plan yearly vacations with ease. They offered admission tickets to SeaWorld, also featured shows and events to sign up right away. We were not told about the maintenance fee continuing to go up every year. The amount that they've increased is just impossible to handle and we want out now. Please reach out to us and let us know what can be done to finally get out of our timeshare. Thank you for your time.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/19) */
  From: F********, Ray (MVCI)
  Sent: Friday, August 19, 2022 12:34 PM
  To: ********************
  Subject: MVW Customer Advoacy
  
  Good afternoon Mr. ********,
  
  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.
  
  In review of your account, I can see that you have been an owner at Marriot's Harbour Lake for the past 20 years. I am sorry to hear that you are no longer receiving value in terms of using your Marriott Vacation Club ownership week. Our resale operations department does offer a deed back program to any owner who is in good standing on their maintenance fees and if the week does not have a loan associated with it. The way that the deed back program works is resale operations will send you document relinquishing ownership of your week back to our organization for no out of pocket cost. Your other option is to sell your ownership week for sale on the open market for a price that you determine to be fair and reasonable.
  
  Please let me know if you are interested in deeding back your Harbour Lake week. If so, I can contact our resale operations team for you and ask them to initiate the process. I look forward to hearing from you soon.
  
  Take care,
  
  
  
  Ray F********
  Director Customer Advocacy
  CUSTOMER ADVOCACY
  
  
  Consumer Response /* (3000, 7, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response, however we are not interested in selling this back. We have seen these timeshares for sell and no one wants them. Is there no other way to just give this timeshare back considering all that we've been through? We are retired and now.******* is physically handicapped, making it hard to travel. He requires a walker and/or wheel chair at all times. With time keeping a unit, exchanging a location became more costly without being notified. First Marriott took care of everything, then banking a week went to Interval and the cost started to change so it went to paying to bank a week with Interval (plus we had to buy a separate Interval membership) and pay a fee to take it out. This is why its increasing every year. Some of these we had to call make the changes ourself. We are begging Marriott to do something to get us out of this timeshare without going through the hassle of resaling. Please let us know what other options we have. Thank you.
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  Our resale operations department does offer a deed back program to owners who are current on their maintenance fees and have no mortgage balance. In order to inquire further about the deed back program Mr. and Mrs. ******** are encouraged to contact our resale operations department at: [email protected] or*************

• Initial Complaint

  Date:08/12/2022

  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.

  My husband and I did the Virtual sales tour on April 19 2022, we were told we would easily be able to get into the Newport Coast Villas resort which was the whole reason we told him we did this in the first place. We bought a very expensive package for over $48,000 which gave us 1 week at Saint Kitts or 4,700 points every year which when he showed us is like one week in Newport Coast Villas or Hawaii or any of the nicer resorts. The minute we got the contract signed and we paid out of pocked the $48,000 and some change it is almost impossible to get anyone to communicate with us now. Our contract took forever to close and didn't close till June 10th even though we started this in April and we made it clear the whole reason we did this was to use it this summer for a family vacation which they told us would be no problem at all to use. Now come to today August 12 2022 and I still do not have access to my account. I can not book any trips, I have dozens of emails asking for help that are either being ignored by everyone that was involved in the beginning of the sales process from the sales person to the contracts. Or I get an email back saying its not their department they are in contracts and then I asked for information on who to call and no one responds. The rare occasion I did get a phone call from either Jerry in contracts or Greg my sales person shoots me a texts its a "call customer service." So now I have called customer services probably over 20 times now, and have even been transferred to supervisors and this is all the stories they are telling me on why I can not use my account to book any trips right now. they say there was a huge website outage, then that was fixed then it was an outage only for online reservations but you can call and make reservations then that didnt work and then my account isn't showing up and now my account is down and they have no idea when I will ever be able to use it. So I have a package I cant use with no one giving me answers.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/13) */
  We are very sorry to hear about the frustration that Mrs.****** has experienced during her first few months as a Marriott Vacation Club owner. Mrs.******'s ownership account is setup online and a member of our corporate Customer Advocacy office has reached out to her directly to provide assistance with her first reservation requests.

• Initial Complaint

  Date:08/10/2022

  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 joined Marriott Vacation Club on 8-05-22 while in Orlando Fl. I changed my mind and sent a rescission letter within the legal time as stated in the contract. I requested an immediate refund to my credit card for my down payment so as to avoid any minimum payment, fees, or penalties. The company has ignored all of my communications.
  

  Business Response

  Date: 09/12/2022

  Business Response /* (1000, 5, 2022/08/13) */
  We acknowledge Mr.****************'s rescission request. A member of our corporate Customer Advocacy office has reached out to Mr. ********* directly regarding this matter to ensure that all of Mr. *********'s questions and concerns have been adequately addressed.
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They send me an email about contacting me but they haven't yet I send a certified letter about cancelation and refund on 8/8/2022 also 2 emails and fax I just want to cancel and get my refund I did everything according to papers given to me I try contacting they keep telling me to call another department then that I needed to get in touch with my salesmen never got a call back from no one I just want to get it cancel
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  From: F********, Ray (MVCI)
  Sent: Wednesday, August 17, 2022 3:38 PM
  To: ********************
  Subject: RE: MVW Customer Advocacy
  
  Good afternoon Mr. *****-*********,
  
  Thank you for your patience while I reviewed this matter. Our sales administration office has confirmed that your purchase is cancelled and a refund of $246.40 is being processed to your credit card ending in 7122. The refund was processed yesterday.
  
  Please let me know if I can be of further service.
  
  Take care,
  
  
  
  MARRIOTT VACATIONS WORLDWIDE
  Ray F********
  Director Customer Advocacy
  CUSTOMER ADVOCACY

• Initial Complaint

  Date:08/09/2022

  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 4/25/2022 I upgraded a ****** Vacation Package at the *************** Resort in Palm Springs. During my presentation, I purchased a total of 262,00 points. During the presentation I met with both Marriott Vacation Club and ****** Vacation Club personnel. I was promised a variety of things that have not panned-out. I paid the entire balance of the ownership and am feeling very frustrated that the benefits described were misleading and false. I would like to request a cancellation of my ownership and a refund on this timeshare.
  
  Two notable (of many) discrepancies:
  1.) There was a hidden Seller Admin Fee of $1,145 added to my package that was not discussed (and later found)
  2.) Bonus Options 262,000 - I was promised that I would be able to use these on************ for any resort including the resorts I previously owned. I just attempted to book and spent over an hour on the phone with******** customer support. They ran me through a full discussion that Bonus Options are not Home Options and therefore I am no longer able to book on my previous home resorts and across all resorts available, I am not able to book until availability comes back, which is in April of next year - the suggestion was to book at midnight of the night 8-months in advance. For a system that costs as much as I paid, this was conveniently omitted during the April sales pitch.
  Additionally, I was told that the ****** Flex Program would merge with the Marriott Vacation Club on June 15th and I would be upgraded to a Platinum member. As I had a trip in July, I was told I would be able to redeem benefits at that time. I checked-in with the sales folks and they moved the date to July 1st - it's now August 9th and this transition is no where in sight.
  Since I am not able to use the bonus options as intended, there was an additional sellers fee added, and the marriott status is an empty promise, I feel mislead and that I can't use the package. As such, I would like to request this package be refunded.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/08/18) */
  We are very sorry to receive this complaint from Mr.*******. We reviewed a copy of his sales disclosure documents and can verify that the $1,145 administrative fee was fully disclosed in writing within the Purchase Terms of his contract. A copy of Mr.*******'s signed acknowledgement is attached. The administrative fee is also mentioned on Mr.*******'s Purchase Summary Worksheet.
  
  Mr.******* is welcome to use his Bonus StarOptions to make reservations at******* *************; however, Bonus StarOptions may only be used to reserve available vacation periods beginning eight months from the dated of desired arrival. This information was also clearly disclosed to Mr.******* in writing on the second attachment - Bonus StarOptions Disclosure Statement.
  
  Our organization is still in the process of integrating ********,******* and Marriott Vacation Clubs into our new program ABOUND. Once the program integration is finalized, Mr.******* will receive platinum elite status in the Marriott Bonvoy program as a 3-star elite owner.
  
  After reviewing all of the signed disclosure documents we have determined that no malic or misrepresentation occurred during Mr.*******'s sales presentation. Our organization will not agree to repurchase his ownership interests.
  
  
  Consumer Response /* (3000, 7, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate the MVC responding to my complaint, this means to me that they are committed to research and due diligence. It gives me hope they will read this response and help close the gap for me and future clientele. However, I fully disagree with their statements of full disclosure. When talking with Kevin D**** - my upgrade sales agent, I was told I could use my bonus points to still stay at my previous home resorts. This was important to me, because I was a new owner who still didn't take full advantage of going to the Mexico resorts yet. I just became an initial owner in 2019 and then Covid happened, so I was not yet able to use my original ownership. When the signing agent (Jeanie) came into the room, with the stack of 150+ pages for me to sign, I asked clarifying questions as we went through the paperwork and was told that these are just standard releases. Since Kevin was also in the room, I asked him when I was at various stages of signing and he reassured me verbally that it was as described, I could use the points as regular reservation points and still book at Cancun as before. This is why I was so shocked last week when I couldn't use the bonus points as discussed. I love the Cancun resort and I was verbally told that upgrading would have no difference in how I could reserve that location.
  
  
  As for the additional fee mentioned, this one I had a long phone call with Kevin (my sales agent) after I got home and also talked with the closing agent via phone after returning home as well (email attached). They acknowledged that verbally this was missed. It may have been in the long list of paperwork, but was not reviewed. Kevin reviewed with his manager and later added 50K Bonvoy points to my account to compensate for their error. However, now that there are other concerns, this is a point for me to showcase the incomplete discussion and misleading verbal conversations had while performing the upgrade. The picture painted by the sales agents are definitely not panning out as described.
  
  
  As for ABOUND - When I was at the******* *************, in my upgrade presentation, I talked with my sales agent Kevin, along with a representative from Marriott Vacation Club (I believe his name was Mike). The MVC manager said to me that because the upcoming ******* / MVC alignment was not yet complete, that our transaction and understanding of program alignment would be based on trust and he would not go back on his word. He demoed the future reservation system (including the points conversions) and we had a long conversation about alignment in MVC. He committed to me that the conversion would happen by June 15th. He also said I would need to trust him on alignment in the new (not yet named ABOUND) program. This was important to me, as I had a trip booked to Anchorage and to Seoul in August. With the Platinum status, this would allow me to have breakfast credit daily. I am now at the Aloft in Seoul, paying a daily breakfast rate of $30 per person per day. When asked at the front desk in Seoul, they told me this would be free with Platinum Elite status, so this is a benefit that has not panned out either. Same with my stay last week in Anchorage when I also had to pay out of pocket for breakfast. I checked in with Kevin via email in June and he committed that the date was moved from June 15th to July 1st. I tried to reach-out to him again in July and he looks to now no longer be with MVC.
  
  
  Overall, I am feeling disappointed. I really thought I was buying a package that would help me travel better, but it feels like I was mislead on these points and my trust was capitalized on. I can't use the package as described for two years, I have a whole stack of bonus points I can't use to travel where I was promised I could travel to, and the Platinum Benefit has not yet come to fruition. In paying 60+ thousand dollars for the package, this doesn't seem like good customer service or business practice. So, while I was initially excited about my upgrade, I now feel like the disclosures I was told were there as 'a formality' by Kevin and the closing agent Jeanie are where MVC can say that their sales representatives can verbally lie to the customer to get a sale without fault. It's not a great feeling. I hope that MVC will reconsider a repurchase or benefit compensation of some kind.
  
  
  Business Response /* (4000, 9, 2022/08/24) */
  Again, Mr.******* is welcome to use his Bonus StarOptions at any of the ******** or******* vacation ownership resorts, subject to availability, within 8 months of arrival. We cannot rely upon any recollection of verbal representations that may or may not have occurred throughout the sales process. This is the very reason why disclosure documents were provided at the point of sale, to ensure that their are no misunderstandings. In addition, Mr.******* had 10 days from his date of purchase to review the sales documentation he received, during which point he could have cancelled without any penalty.
  
  We are glad to hear that some Bonvoy points were provided as a gesture of goodwill for the misunderstanding regarding the administrative fee that was charged in tandem with Mr.*******'s purchase. Again, this fee was disclosed in writing at the time of purchase. Mr.******* had every right to question the charge and our sales associates did answer his questions in a prompt and professional manner.
  
  We apologize for the disappointment Mr.******* has experienced with regards to his Bonvoy account being upgraded as part of the new ABOUND program. The organization has not committed to a specific date or deadline for the ABOUND program to launch. There is a strong effort to finalize the ABOUND program in the coming months so that our owners may enjoy all of the new programs benefits; however, we are unable to provide compensation for concerns related to the rollout of the ABOUND program as no definitive program launch date was ever announced to our owners. An email communication will be sent to communicate any program changes or new information related to ABOUND.
  
  
  Consumer Response /* (4200, 11, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is an extremely disappointing response from MVC. I hope other buyers are able to see this dismissive response and lack of accountability for the promises made by the timeshare sales agents. The sales representatives literally will say anything to get your business and there is then no follow through for the false promises.
  
  The disclosure agreement that is offered and required to be signed is thicker than a novel and due to the nature of the business they rush you through things. 'This is a formality', 'this just confirms you're buying the timeshare' 'this confirms you're getting additional star options to use until your membership starts'. These are not truthful statements by the sales agents. Also, they do not promote the ability to cancel, this is news to me. However, I will say that the lack of promises take more than 10 days to realize. Specifically, with the commitments made by the sales agents on the ABOUND program. The June 15 date was listed and written by the sales agent on my presentation sheet. The fact that the June 15 date is now said to 'not have been committed' just showcases a lack of commitment to the buyer.
  
  As for the 'Bonus Options' comment posted by MVC - I called over to ******* (the company that facilitates use of the Star Options) and they told me that the Bonus Options are the 'lowest option for booking' and due to demand, unless I book at midnight exactly 8 months before I want to stay, I likely won't be able to use them. Are you kidding me? How is this a benefit? Why is it so hard to use something that is supposed to make my experience enjoyable? If that isn't a false benefit, I don't know what is.
  
  It is clear to me that MVC has no intention of doing a buy back or any type of refund as requested, so I am apparently now stuck. My hope is that no one else will need to feel as I feel with this large purchase. So, I will now become an advocate for folks to steer clear of MVC ownership. I will commit to those reading this that I will get the word out as best I can and when I use my points to travel in the future, I'll educate owners on the bad business practices of the company, the false commitments made, and the lack of accountability for their sales reps providing false promises when trying to make a sale & get their commission. When you stay at the timeshares, there are often many new prospective owners at the pool and at dinner, who I hope to help spare from this immense disappointment. Buyer beware.

• Initial Complaint

  Date:08/05/2022

  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.

  We are highly dissatisfied with our Marriott Vacation Club timeshare ownership. We were convinced to purchase this timeshare after being manipulated and pressured into making an abrupt and uninformed decision. The information provided to us at the time of purchase was incorrect. Our sales rep. informed us that this was a "great investment" that our family could use should we pass away. This "investment" is not something we want to be passed on to our family. We are stuck with high fees and little reward. We have realized that even though we were promised "no blackout dates," we are unable to make the reservations we want when we want. This has left us with a lack of desire to make any future reservations. We have reached out to Marriott Vacation Club several times to discuss terminating our ownership. They have done nothing but bring up what is stated in the contract we signed. They claim that we were afforded a 10-day rescission period. Our main issue is that their sales reps did not properly explain it. The contract we signed is a lengthy set of documents that most people would not have the time or energy to read through and try to comprehend without professional assistance. What their sales reps' job is, is to go through and explain the contract to us properly, considering the amount of money we're preparing to spend on it, and they need to ensure the information they're sharing with us matches that of what's written in the contract. They did not do this. We have reached out to the Owner Services Dept. regarding our dissatisfaction, and they advised us to reach out to the Resale Operations Dept. We then reach out to the Portfolio Services Dept. All were of no assistance, and we are becoming frustrated with the lack of concern this company has with the issues we have experienced. We are requesting Marriott to release us from the contract. We have no desire to ever use the timeshare in the future
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Our organization has already received a similar complaint from Mr. ******** through the Florida State Attorney General's Office. That complaint was responded to by a member of the corporate Customer Advocacy department (see attached).
  
  Mr. ********'s ownership interests will not be conveyed to his heirs unless he adds their names to the ownership deeds or decides to position his estate in such a manner that his children inherit the ownership interests.
  
  Mr. ******** received all of the information necessary to make an informed purchase decision back in 2016 when he acquired his ownership interests. We will not agree to repurchase his ownership interests; however, he is welcome to list them for sale on the open market.

• Initial Complaint

  Date:07/26/2022

  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 booked an online vacation package with sheraton vacation club for 199 $$ all inclusive. They also offered a sales presentation that had additional incentives tied to it. I missed the sales presentation due to personal reasons and the Sheraton charged me 756 + 45 $$ additional on top of the 199$$.

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Our corporate Customer Advocacy department has contacted ************* directly via email and offered to schedule a virtual sales preview to allow her a second opportunity to honor her commitment that was agreed upon as part of the promotional stay offer. If the terms of the agreement are met, then we will arrange for a refund of the additional charged incurred per the terms and conditions of the promotional stay offer.
  
  
  Consumer Response /* (2000, 7, 2022/08/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I attended the virtual sales presentation on 8/2/2022 with Mariott Vacations Ltd. This should satisfy the terms of this Sales Package and remove the additional $$ charged to my Cc.

• Initial Complaint

  Date:07/19/2022

  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.

  Case *********** reservation/CONFIRMATION NUMBER #*********
  
  I am loyal Marriott Bonvoy member since 2009. When looking for a vacation option in Kauai as usual I wanted to use a Marriott product. I booked at the Westin Princeville online and I told Cindy (customer representative) I did not have an option to purchase a refundable rate. I only could purchase a fully prepaid rate. Almost every major hotel brand, airlines, car rental agencies etc provide the option of a refundable rate during this pandemic. I paid all four nights upfront. Unfortunately I tested positive for COVID along with all members of my family. I have all 5 PCR tests to provide if needed.
  I did the responsible thing and I did not travel while symptomatic and COVID +. My car rental agency, tour companies and airline company all worked with me and provided refunds or travel credits.
  
  I am currently dealing with Greg R******* who is handling my case
  
  Senior Manager, Customer Advocacy
  CUSTOMER ADVOCACY
  
  **************
  
  9001 San Marco Ct.
  Orlando, Florida 32819
  
  marriottvacationsworldwide.com
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/07/22) */
  We are very sorry to hear that Mr. ***** was unable to take advantage of his Advance Pay rental reservation at Westin Princeville. Westin Princeville is a Westin vacation ownership resort and the villa accommodations are considered a form of deeded real-estate that is owned by individuals who have placed it up for rent. Those owners are compensated for their rental. This is a major difference from how a normal hotel operates and it is the reason why our organization must hold firm to the reservation rate rules.
  
  Additionally, Mr. ***** was offered the opportunity to purchase travel protection for a nominal fee to help protect this reservation against unforeseen circumstances such as illness. Mr. ***** made a cognizant decision to decline travel protection.
  
  This matter has already been responded to by the corporate office for Marriott Vacations Worldwide and our position will not change. We consider this matter closed.
  
  
  Consumer Response /* (3000, 7, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In addition to the information that I already offered, Marriott did not offer a refundable rate during a pandemic. All major hotels and airlines are offering a refundable rate. In addition they have yet to offer me a cancellation email for reservation therefore I can't use travel insurance because I don't have a cancellation email
  
  
  Business Response /* (4000, 9, 2022/07/29) */
  We are unable to generate a cancellation email because Mr. ***** never cancelled his stay at the resort. The accommodation that Mr. ***** rented sat vacant at no fault of our organization. Mr. ***** is welcome to provide his insurance carrier with his confirmation information and his insurance carrier is welcome to call the resort directly is they need to verify that he did not check-in.
  
  
  Consumer Response /* (4200, 11, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is inaccurate and false information that is being provided. This unethical behavior should not be tolerated.
  
  #1 They have not responded to the fact they have not provided a refundable rate
  #2 I was told directly by Marriott not to cancel my reservation while a case # was being generated. In addition I made Greg R******* and Cindy H****** ********************************* and ******************************* aware while the reservation was still active of this issue
  
  This type of behavior shows how unwilling Marriott to provide a fair resolution. They are unwilling to even provide a basic cancellation email let alone discuss the refund.
  
  
  Business Response /* (4000, 14, 2022/08/03) */
  It was Mr. *****'s decision to arrange his rental stay at the Advance Pay, non-refundable rate. There are clear disclosures provided at the time of booking, as well as within the confirmation email he received stating that no changes or modifications are allowed to the reservation. We are sorry that Mr. ***** remains upset; however, for the reasons explained previously, our position on this matter will not change.

• Initial Complaint

  Date:07/18/2022

  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.

  My Husband and I are MVC owners and have had nothing but problems using our points. Our latest - We had an 8 day/7night stay booked at Marriott Grande Vista in Orlando, FL for arrival on 07/16, and unfortunately my Husband started feeling ill the night before and tested positive for COVID the next morning. I immediately called the resort to inform them, cancel our reservation or possible reschedule by a few weeks as to not infect anyone and of course ensure the full recovery of my Husband. The young lady I spoke to noted my reservation and seemed as if it was canceled, told me to contact owner services at MVC to get the points refunded or reschedule trip. I called immediately but owner services was closed on the weekend. I called the resort back and they told me to call on Monday, at no time indicating there would be no option of cancelling. We offered them proof of positive test for my Husband, they refused. Today, Monday 07/18 I spoke with owner services who told me sorry, feel better nothing we can do. If you like you can still go. To say I was dumfounded was an understatement. This is not a Hotel, this is a timeshare ownership who has no option for owners affected by COVID to reschedule a trip that had to be cancelled due to COVID. Now I'm forced to go with my kids leaving my sick Husband home alone, hoping he will be okay to recoup some of the money lost. That and go with my 2 children both with special needs by myself to a resort. Not happy MVC. I would have understood 1 night lost because of last minute but we did not plan to contract COVID and tried to do the right thing. How will you do the right thing? So far you aren't. Disgusting. I have dates/names/times of all spoken to and will be going to media, social media, and an attorney if not fully rectified. I should not be forced to decide between my family's health and public safety Vs. losing points. Sincerely, how do you sleep at night? I wish I could go back in time.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/22) */
  From: F********, Ray (MVCI)
  Sent: Friday, July 22, 2022 3:46 PM
  To: **************************
  Subject: MVW Executive Office
  
  Good afternoon Mrs. *****,
  
  I am in receipt of your complaint filed with the Better Business Bureau regarding your current stay at Marriott's Grande Vista.
  
  First, I am very sorry to hear that Mr. ***** is not feeling well, I do wish him a rapid and full recovery.
  
  The reservation rules for the Destinations Program do not allow owners to cancel on the day that they are scheduled to arrive at a Marriott Vacation Club resort. Same day cancellations leave us with no opportunity for another owner to occupy the villa held for the original reservation. The villa would essentially become spoilage from the organizations perspective because it would sit empty for the duration of the stay. Grande Vista is a vacation ownership resort and, like all Marriott Vacation Club resorts, reservations are managed in the Owner Services department. This is the reason that the front desk referred you to Owner Services when you called.
  
  I am sorry that Mr. ***** was unable to join you and the rest of your family for your summer vacation this year. I do hope that you and your children enjoyed the resorts wonderful amenities as well as all of the local attractions.
  
  Take care,
  
  
  
  Ray F********
  Director Customer Advocacy
  CUSTOMER ADVOCACY