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:03/06/2025

  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 am the owner of a Marriott and Westin (Now Marriott) timeshare. I got them mixed up in my billing at the end of the year December 2024 when sending their maintence fees and incurred a late fee. I asked them to waive the $25 late fee, which was now the remaining balance minus the maintenance fee that I had paid. I told them of the innocent mistake and also asked if they can provide me an auto bill pay on my credit card. They said they would not?On January 30, 2025 I spoke with a rude manager in their customer service department and paid $70.40 in late charges based on a $25 late fee. I asked if I was done with all fees and he said he was. On March 6, I just paid an addtional $ ***** in fees on the original $25 late fee for a total of $98.05 in so called late fees. This is consumer fraud. If it is happening to me, I am sure they are doing it to others. Please stop this and protect the public. Thank you

  Business Response

  Date: 03/07/2025

  Sent: Friday, March 7, 2025 12:22 PM
  To: ******************************
  Subject: MVW Executive Office
  
  Good day Mr. ***************** am in receipt of the correspondence that you sent to the Better Business Bureau.  Thank you for this opportunity to look into the matter and respond on behalf of Marriott Vacation Club.
  
  First, I apologize for your ongoing frustration and the negative interaction you experienced while working with our ************************* about your 2025 maintenance fees. 
  
  In an effort to help you, I reached out to leadership within our financial services department to determine how you were charged late fees twice.  It was explained to me that maintenance fees were due on December 2, 2024.  The first set of late fees and interest were charged accurately because payment was not received until December 19, 2024.  However, a payment processing system error occurred,leaving your payment in an unapplied status, this is what caused the additional late fees and interest. 
  
  I have arranged for a refund in the amount of $62.86.  This is the amount of the late fees and interest assessed after your payment was received.  Please allow 7 to 10 days for this refund to reflect on your online credit card statement.
  
  Thank you for your loyalty as an owner.  It was my pleasure to assist you.
  
  Take care, 
  
  
  
  MARRIOTT VACATIONS WORLDWIDE

• Initial Complaint

  Date:03/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We feel that we were deceived into purchasing a timeshare on January 23, 2023, with Marriott Ownership Resorts. We believe we were deceived for multiple reasons including but not limited to: their claim that it was not a timeshare but an ownership, our monthly payments to be $657.06 and it has not been that since May 2023, we were told that our yearly maintenance fee would be $2700 based on our tier level, it was never $2700 and last bill was for $3526, we were not told that there was a tier fee that we could not opt out of, we were told that Italy had resorts that were a part of the package but when we went on to look at them we found out that they did not have resorts as a part of the deal, and we were told that by purchasing in **** that we would have more spending power in other parts of the world because Maui was considered top tier. We are trying to get out of the contract but they will not let us out, even though we brought all of the issues to them, to which they called them semantics. I emailed them through the portal multiple times over the discrepancies in the maintenance fee cost, asking them to contact me to discuss it before I paid. They even acknowledged that they received the emails in attempts to collect the maintenance fee and that it was noted in the file that I had asked to be called regarding the fee. No one ever called me regarding the fee. That was the last straw and why we knew we needed to get out of the time share.

  Customer Answer

  Date: 03/12/2025

  I believe you have not made the right decision. Nowhere in our complaint was there any foul language, it was completely typed out and reviewed, so was legible, it was made towards the right ownership company of Marriott ************* as it's registered in both *******, ****** and multiple other states. There are no documents to upload when these were all verbal promises. Verbal promises, within a contract, are legal and binding. Please review again. 

  Customer Answer

  Date: 03/12/2025

  upon reviewing the findings, I have found that there are some issues that need to be addressed. 

  1) the date the problem occured is in our statement. 1/23/23 

  2) dates for complaints were also provided November 2024-January 2025, as there were multiple attempts and complaints made

  3) agian purchase date of 1/23/23 was provided in the area it was requested as well as in the statement

  4) Sales person was provided in the statement:  ****** ******* and her sales Manager *****(last name is not in any of the paperwork)

  5) the produce was also provided: in the complaint title, in the statement, and in the designated area: Timeshare

  6)account number was also provided: **********

  we also provided the *** complaint number

  the invalid finding also stated:

  a)there was a duplicate complaint: this was only submitted one

  b)we provided a statement that had all of the information needed to proceed. There is also case law that backs this ***** v. ***** (1962) and ******** *. ****** are just two examples. 

  c) contained inappropriate language: the was no inappropriate language in the complaint 

  d) consumer failed to provide necessary clarification: our complaint statement outlined every issue that we are facing

  e) complaint filed against wrong company: ****************************** is it registered name within the US 

  Please take another look at this, as they also are taking adverse actions against me, while I have still an open dispute with them with the FL Attorney General, *******************, CO Attorney General, ***, as well as a documented dispute filed with them. We believe that you will find that there is sufficient proof of their fraud

  Business Response

  Date: 03/12/2025

  Our records indicate that Mr. ******* acquired ***** Club Points on January 24, 2023.  The very first paragraph discloses the fact that ownership interests are considered to be a form of timeshare.  In addition, the sales disclosure documents that Mr. ******* signed provide his expressed knowledge of the mortgage and financing arrangements, as well as complete maintenance fees and club dues disclosure.

  In review of Mr. ********* usage history, he has already redeemed several Club Points for 13 nights in ****** in December of 2024.  Mr. ******* has used the program for its intended purpose in a manner consistent with how the program is explained by our sales executives.  

  At this juncture we may only reiterate that our organization will not repurchase ****************** Points on the basis of misrepresentation as none has occurred.

   

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23021171
  
  I am rejecting this response because: Their response to the issue not address that major issues of being induced into signing based on false promises made by ****** ******* and the sales team of 1) resorts being available in *****, they now admit there are none and only affiliate hotels that they would be happy to help us book  2) the cost of the maintenance fee being $2700 based on our tier, never to increase They have increased almost $800. 3) no mention of a tier membership fee that you cannot opt of that is an extra $250 4) the other issues that we have brought forward have also not been address. 5) My wife being forced to sign in order for us to receive the $1995, while she was at the pool watching our daughter, so she was not able to look over the contract throughly, long after we left the office. We have noted in the complaint that my wife did not want to be a part of this contract and they forced her to sign in order to receive the money that was promised before I signed.  
  

  Yes, we did use the points as they are ours to use, but they are also refusing to release points that we had already paid for in 2024 to use. They also refuse to work with us on these issues which is why we are moving to terminate the contract. Based on the following state statutes: 
  These misrepresentations constitute unfair and deceptive trade practices under the following laws:
  ******: Hawaii Revised Statutes (HRS) 514E-11 prohibits false or misleading statements in timeshare sales and provides a right to rescind contracts obtained through misrepresentation.
  *******: Florida Statutes ******* and ******* protect consumers from unfair and deceptive trade practices related to timeshare sales.
  ********: Colorado Consumer Protection Act (C.R.S. 6-1-105) prohibits deceptive trade practices, including false claims about contractual obligations and financial terms.
  And the following ******************************************************* Act (15 U.S.C. 45), which prohibits unfair or deceptive business practices, including misrepresentations and failure to disclose material information to consumers.
  The Fair Credit Reporting Act (15 U.S.C. 1681 et seq.), which protects consumers if their credit was impacted due to this timeshare agreement or related financing.
  The Consumer Credit Protection Act (15 U.S.C. 1601 et seq.), ensuring that credit agreements are transparent and fair.
  

  When speaking with Customer Advocacy Manager, ********* ***** about our issues she called these false promises semantics.
  We would like to continue our dispute.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 03/13/2025

  We also sent them our demand letter for release from the timeshare contract on Monday March 11, 2025 at 9:03 a.m., with an executed letter to follow by mail.  They then improperly filed a report with the Credit Bureaus on March 12, 2025, which we believe to be retalitory in nature and a violation FCRA. 

  the new attachment is our complaint with the HI Attorney General

  Business Response

  Date: 03/20/2025

  As stated within the purchase agreement, new purchasers have 10 days from the date they sign the contract to review the agreement and decide if they want to cancel or move forward. There is not an option to cancel after the rescind period. When the timeshare was purchased, the purchaser entered into a binding agreement that included both the ownership and the loan. This loan, which remains active, represents a legal obligation to repay the financed amount. 
  
  The last loan payment we received from the owner was on December 17, 2024. As part of our responsibilities as a lender, we are required by law to report accurate information about loan payments to credit bureaus. This includes instances of late payments, as mandated by federal and state lending regulations.
  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23021171
  
  I am rejecting this response because: this is not a duplicate complaint and is an on going complaint to which I replied to a couple of weeks ago and have yet to receive a response to my rejection from Marriott's claim. Please review 
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 03/25/2025

  I do not accept their response as it does not address that issues of the complaint and their refusal to give me information that I am requesting shows that they are in the wrong. I have attached the emails and responses that I received from *** ********* (AVP, Customer Advocacy, customer Advocacy) to show that they are not giving me the information to help me escalate it through the proper channels. He stated that he is the highest escalation point and that I could not pursue this any further which we all know is not true, as this needs to be escalated to the legal department and yet he refuses to give me the contact information for this. (email exchange is **************************** 0, **************************** 1, **************************** 2) 
  I have also attached the email that the ************************* office has escalated this complaint provisions of chapter 721, Florida Statutes, the Florida Vacation Plan and Timesharing Act, I have also received a letter from the ******************************** requesting more documentation. 
  The actions and responses from Marriott are not acceptable and are still in violation of Failure to Report Disputed Status ( 1681s-2(a)(3)) Under federal law, when an account is disputed, the furnisher is required to report the dispute to credit reporting agencies. Your failure to mark my account as disputed has resulted in inaccurate and misleading credit reporting.
  
  
  Failure to Conduct a Reasonable Investigation ( 1681s-2(b)) Once a dispute is filed, you are legally required to conduct a prompt and thorough investigation before reporting negative information. Your failure to do so demonstrates negligence in your reporting practices.
  
  
  Provision of Inaccurate or Incomplete Information ( 1681s-2(a)(1)) The **** prohibits knowingly furnishing incomplete or misleading credit information. Your failure to disclose the disputed nature of the account violates this requirement and may result in liability under the statute
  I submitted the items that show these violations in my last response.
  
  

  Customer Answer

  Date: 03/25/2025

  I have attached additional information: the '2nd Demand Letter" highlighting the laws that were violated in their reporting me to the credit agencies as well as the laws that were violated in their fraudulent practices and false promises that we signed under. This letter was emailed today and will be mailed today.

  Customer Answer

  Date: 03/27/2025

  I am updating my complaint against Marriott Vacations Worldwide. I have submitted three detailed letters and additional email responses from *** *********, AVP of Customer Advocacy, addressing serious legal violations, including fraudulent misrepresentation, unlawful credit reporting, and debt collection violations.
  

  Despite providing substantial evidence and legal citations, Marriott continues to disregard my concerns. Their response to my most recent communication simply states they "disagree" with my claims and consider the matter "closed." This failure to properly address the issues at hand and dismissing the legal violations without engagement only strengthens my position that Marriott is not operating in good faith or complying with consumer protection laws.

  I urge the BBB to continue monitoring this issue as Marriotts ongoing refusal to resolve the matter is further substantiating my claims.

  
  

  Customer Answer

  Date: 04/01/2025

  Marriott Vacation Worldwide has a fiduciary duty to properly report to the credit bureaus and to make sure that all information is accurate and up to date. By not noting that this account is in dispute, they have failed in that duty and have caused irreparable harm to my credit as their improper reporting caused one of my credit card companies to lower my credit and another to close the account, this accounts to over $7000 in lost available credit on my report and lowered my score.

  Customer Answer

  Date: 04/01/2025

  I have updated my complaint to the *** noting the most recent issues. 

  Customer Answer

  Date: 04/01/2025

  *** ********* has referenced the Contact for Purchase as the reasoning that they are allowed to do what they do. I have reviewed it multiple time and have found that their own language backs my standing that the dues should not have went up for the 2025 year and can only go up for the year following the date of the contract (2024) I have pulled out that language and highlighted it in the document uploaded (Contract For Purchase)
  however, the Annual Dues and **************** Dues for the year following the date of this Contract may be higher. 
  Legal experts would take this to mean that the Annual Dues and **************** Dues can ONLY go up, if at all, the year following the contract. Nowhere else in the contract that I can see does it stipulate that this can happen every year and if it does it shows that the contract is ambiguous and faulty in its own merit.
  
  

  Customer Answer

  Date: 04/17/2025

  I have added the letter I sent today outlining how they did update the credit reporting but in knowingly and willfully delaying their update, it caused me irreparable harm and how their own language in the Contract For Purchase (also attached) validates my claim that my dues should not have increased.

  Customer Answer

  Date: 04/17/2025

  *** ********* is now refusing to respond to issues brought up in the letter, failing in his fiduciary duty. 

  Customer Answer

  Date: 04/21/2025

  I am submitting this update to provide additional documentation supporting my ongoing dispute with Marriott Vacations Worldwide Corporation. Despite multiple formal letters outlining material contractual breaches and violations of federal consumer protection laws, Marriott has continued to pursue collection efforts and now threatens foreclosure on a contract that is actively in dispute. Their most recent correspondence, dated April 18, 2025, fails to acknowledge the legal significance of the dispute and disregards the irreversible harm caused by derogatory credit reporting, even if the account was eventually marked as disputed. Attached to this update is my most recent response, which outlines the relevant statutes and contractual language Marriott continues to ignore. I am requesting BBB review and intervention to help prevent further escalation and to hold Marriott accountable for their ongoing noncompliance.

  Business Response

  Date: 04/29/2025

  A leader from our corporate Customer *************** attempted to call Mr. ******* today but was not successful in reaching him.  This matter has been reviewed by our office, and we have found no evidence of malice or misrepresentation that warrants further action.  A copy of our response to the ************************'s office is attached.  We consider this matter closed.

  Customer Answer

  Date: 05/08/2025

  I do not agree that they made a good faith effort in this as show by this upload. the contract for purchase has a few discrepancies in it that show that 1) they have been raising maintenance fees despite that fact that the contract states that it is only allowed to raise them within the first year of the contract. 2) the numbers, which are material to any contract do not match the numbers on the closing disclosure. 
  ALSO the closing disclosure numbers and the Final Closing Disclosure numbers do not match. You will also see that the Final closing disclosure issue date is 2/10/23 which is three weeks after the original closing disclosure and does not have my signature. I also did not receive this Final closing disclosure until 3/25/25.  And per the contract, I have 10 days from receiving the last material information to cancel the contract. Since this is a material part of the contract, I was within my 10 days of canceling the contract and they are not allowing that to happen.
  
  
  

• Initial Complaint

  Date:03/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been dealing with Marriott ************* for over six months, and it has been nothing but frustrating. Every time we try to work something out, we hit dead ends and excuses. Most recently, I spoke with someone on the phone named ***, who seemed more interested in getting a payment from me than actually helping. After that, he transferred me to their ************* manager, ****** ******. ****** told me Id have to pay everything in full before theyd consider letting me out of my contract. This whole experience feels unfair and like theyre just giving me the runaround. I pay $12,000 every year for this membership, which is a huge financial burden. Honestly, I could plan an incredible vacation every year for half that cost and without all these rules and restrictions Marriott puts on their program. Whats worse is that Ive seen plenty of other owners online saying theyve had no problems canceling their memberships, even when they had mortgages. But for some reason, Marriott ************* refuses to work with us. It feels like their representatives are trained to give the same scripted responses instead of actually listening and helping real people with real challenges. Its been a long, stressful process, and their lack of cooperation and misleading practices have made it so much worse.

  Business Response

  Date: 03/20/2025

  While I understand the owner would like to relinquish ownership, there is not an option to give back or cancel the purchase with an outstanding loan balance. When the timeshare was purchased, the purchaser entered into a binding agreement that included both the ownership and the loan. The loan which remains active, represents a legal obligation to repay the financed amount.
  
  Due to this ownership being deeded, the owner does have the ability to sell it on the external market. If this is of interest, I recommend working with a licensed broker due to brokers collecting a fee at the time of closing versus the owner having to pay upfront.
  

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get a refund for accidentally overpayment of yearly fees on their website which inadvertently doubled my payment which was paid via checking account. I was unable to stop payment. I was issued a check finally in January I cashed it and Marriot finance refused it and the money was returned to Marriott by my bank. The documents are attached with proofs. I am owed $1903.36. No one gets back to me with any solution!! Ive called and spoke to multiple people. I have a case # as seen in my letter to Marriott (attached) *** sent certified letter, Ive emailed, Ive sent messages, Ive chatted and I get no one to resolve. I am at my wits end with this which has caused me a financial crisis. Please read the letter (explains everything) I have attached which was mailed to Marriott with thorough explanation. I need a new check issued or better yet the money wired into my account (If upload didnt work I will be happy to email the proofs)

  Customer Answer

  Date: 03/10/2025

  I have heard from **** **** who said he would handle this for me.  I have an email and phone # for him.  He has not been back in touch with me in a week.  His phone # ************ ******************

  Business Response

  Date: 03/11/2025

  Our records indicate that this matter is being handled by **** **** in our corporate Customer Advocacy department.  **** is actively working on assisting **************************** is encouraged to call **** **** at ************ if she has any additional questions or concerns pertaining to this matter.

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 23012675
  
  I am rejecting this response because:
  I have contacted and spoken to multiple people over the past 2 1/2 months who say theyre going to help me and never do. I will not accept anything unless this is resolved and I am reimbursed in full. It should be a simple transaction!!  ****, who is currently in charge, I believe will try to get to a resolution at some point However, this is taking extremely long for a company this size not to be able to handle a simple reimbursement quickly!!
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/20/2025

  We apologize for the amount of time that it has taken for the refund to be issued. We were in contact with the owner today by email informing them that a check was issued today, and they should receive it within 10 business days.

  Customer Answer

  Date: 03/25/2025

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

• Initial Complaint

  Date:02/26/2025

  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.

  I booked a stay in ****** for the residence inn by Marriott. The stay was 12/31/24 - 1/5/24.The first room I was placed in was dirty and not been cleaned in some time. There was dust,black mold, the toilet was dirty,there was hair and stains in the shower, ants on the bed &more. We went to the front desk and they stated they would send housekeeping.We leftand housekeeping never arrived. We went back to the front we were greeted by the rudest employee. He stated they were all sold out of rooms and there was nothing he can do so we had to deal with it. On this night we slept sitting down because our bed had 10+ ants.The next day we went back to the front where we were told to pack up our *********** would be placed in a new one room. we had a night excursion and explained that we would be back at midnight. They stated to still pack our ************* would hold it for us & once we returned everything would be all set for us. when we returned they once again had no room for us. After 40 minutes of searching they found a room and gave us our belongings,the entire bottom of our bag was ripped. We were escorted by security to our new room where there was a cockroach on the counter and immediately we left. When the front desk was informed of the cockroach they continued to give us attitude by asking us what we wanted him to do about it. We asked for another room and if this was not possible then for a refund to go elsewhere. He stated the rooms were non refundable and smirked at us. another room was found and this time asked security to go by himself to check it out. Security came back & stated the room was in the same condition. it was now past 1 am & we were finally escorted to the fourth room where again it was dirty. We started to remove our belongings from our ripped bag that the staff held for us where the was another cockroach. We disposed of our ************** did a quick walk of the room where I found more dust dirty bathroom a wooden stick and a hole in the wall

  Business Response

  Date: 03/24/2025

  We are sorry to receive this complaint from Ms. ************** Unfortunately, Ms. ******* has filed her complaint with the wrong organization.  ***************** Marriott Vacations Worldwide is a vacation ownership company and we spun-off from Marriott ********************** more than a decade ago.  Ms. ******* is welcome to call Marriott International at ************ regarding this incident.

• Initial Complaint

  Date:02/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a timeshare with Marriott/Westin and have contacted them relentlessly, asking to close our account. At one point, we had about five weeks/500,000 points banked, and we could not use them because, at some point, Marriott and Westin teamed up, and the points did not roll over. They took our points after we had paid for them and gave us nothing. They told us we needed to add a week with the new program to access the points, which never happened. Now, we have a loan for points that we should not have! This is remarkably frustrating. We were not given options in the merger, and we certainly did not expect to lose what we had. With this, along with many other issues that have occurred after buying this, we would like to be released. We have faithfully kept up our payments, and our account is in good standing. We dont want to be taken advantage of anymore and want to part ways with this company immediately!

  Customer Answer

  Date: 04/15/2025

  Hi, I just came across this email and wanted to submit our form. Do we need to re-open this complaint or do we need to re-submit? Please let us know!

  Thanks, ****

  Business Response

  Date: 05/15/2025

  We understand and regret the difficulties *** and Mrs. ******* are currently experiencing with their ownership. Upon reviewing the original purchase documents dated September 25, 2016, it is clear that the terms of the agreement were understood at the time of purchase. Specifically, the agreement provided for an annual allocation of ***** Club Points. Additionally, it was acknowledged that any unused points could be banked for future use, provided this action was taken at least six months prior to the expiration date of December 31st of each use year. You do have the the option to sell your ownership on the external market or through a third-party company. We do advise being cautious when choosing to enlist a third party to rent or resell a vacation ownership interest. If you decide to use a timeshare resale company, we recommend that you evaluate the company first by asking for references. You may also view information regarding the resale of vacation ownership from the *************************************** (****) online at ************.
  

• Initial Complaint

  Date:02/18/2025

  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 December 8, 2024 my wife and I went to a timeshare presentation in *************. We were presented a package of 2500 timeshare/Trust points, however, we were not interested in purchasing any more timeshare points. The sales person, ******, asked us if we had been contacted by Marriott, which we said no we haven't. She told us that since we hadn't been contacted by Marriott that we could be grandfathered into being able to stay at any of the Trust properties by owning 3000 Trust points, so we would only need to purchase an additional 1500 points. She also said that we could stay at the ******* for approximately 2000 points for a week. I contacted her(in January) to make my reservation for the upcoming December and she said that it was too early, which I know from previous experience that it isn't. I called chairman level desk to make my Dec 2025 reservation and inquired about staying at the ******* and I was told that the ******* costs between 1700 and 2000 per night. I also asked about needing 3000 trust points to stay at the trust properties and I was told by *****, the reservation person, that I had plenty of points and could stay at any of the properties that I wanted to. He also said that we are not the first ****** to have this same complaint. I attempted to resolve this issue with their customer advocacy department, to no avail, that the 10 day cancellation period had ended and that we shold have questioned the contract. We would have had no idea to look for a grandfather clause in the contract, since it had not been in any of our other contracts. We were flat out lied to and we do not feel that Marriott cares how their customers are being treated.

  Business Response

  Date: 02/24/2025

  We are very sorry to receive this complaint from such longtime owners.  *** and **** ***** purchased their first week at *************** in June of 2011.  They have actively participated in the ********************* Destinations points program for years prior to their most recent Club Points purchase.  Customer Advocacy Manager, ******* ***** completed a full investigation that included reviewing the history, tenure and reputation of the sales executive involved, collecting statements from the sales executive and management team, and overview of the purchase agreement. 

  During the presentation *** and **** ***** were explained that they could redeem Club Points to stay at the **** Marriott ******* in **************  Stays start at 975 Club Points per night.  This information is also displayed for owners clearly on our website - *******************************************. ******* also reviewed all of the purchase disclosure documents received by *** and **** ***** at the point of sale.  

  At this juncture we may only reiterate that our organization has found no evidence of malice or misrepresentation that warrants further action.  If *** and **** ***** require assistance with planning their next vacation, they are welcome to contact ************** at ************.  ************** hours of operation are Monday through Friday from 9AM to 8PM eastern and Saturday from 9AM to 5PM.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22958677
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 02/24/2025

  I am rejecting Marriott's response because I called to inquire about booking the ******* in ******** and I was told my the reservation speacialist that the ******* costs between 1700 and 2000 points per night, depending on the time of year.  I always go in December, right after Thanksgiving and I book early as my wife is a nurse and has to place vacation requests early to receive them.  Cheaper rates for last minute deals do not work for us, as we cannot use them, and our sales person knew this.

  More importantly than this is the fact that we were told that we needed to purchase additional Trust points to stay at any of the Trust properties, because we only had 1500 Trust points and that we needed 3000 Trust Points to be grandfathered in to the Trust properties.  This is the only reason that the purchase was made and this turned out to be NOT TRUE!

  When I called to make our reservation for New York for 2025, I spoke with ***** and I asked him about needing additional Trust points to stay at the Trust properties and he said that this is not true that we have plenty of points and can stay at any of the properties that we wish to.

  It seems that they were only trying to make a sale and that they gave us false information to coerce us into making an unnecessary purchase.

  Business Response

  Date: 02/27/2025

  The number of Club Points required to visit any of the resorts listed in our Hotel Collection do vary depending upon several factors including dates of travel, villa size and the hotel's location.  ************** Points for hotel stays is an ancillary benefit of the Destinations Program.  We are unable to substantiate Mr. ******* claims about being given misinformation.  Our investigation confirmed that he received a complete set of the reservation procedures, he also has had experience using the program leading up to this purchase.  At this juncture we may only reiterate that we consider the matter closed.

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22958677
  
  I am rejecting this response because:

  Marrliott is clouding the issue for our complaint.  The issue is that their sales person used deceptive business practices in order to make a sale.  We were told that we needed to purchase additional Trust points to be able to utilize Trust properties.  We were already Chairman level owners and already owned 1500 Trust points, so there was no need for us to purchase additional points.  We were flat out lied to by the sales person for her gain!
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 03/06/2025

  At this juncture we may only reiterate that we have found no evidence that supports Mr. ******* allegations.  He received all of the information and program disclosures necessary to make an informed decision.  We consider this matter closed.

• Initial Complaint

  Date:02/17/2025

  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 Feb 11th I called Marriott ************* to take advantage of a promotion they informed me of. I spoke to someone there who helped book the promotion. I had a hard time hearing him due to his connection but I booked anyway since it took nearly 45 minutes to get through the phone call and I understood most of what he said On Thursday Feb 13 I received a confirmation email and in fine print I learned the promotion only applies if my wife is with me, my wife will not be with me so I called Marriott on that date and asked for a refund, the agent put me on hold and cleared it with her supervisor and said it should come in the next few days. It is now Feb 17th and I still have no refund. I will retract this complaint after I get the promised refund which was on a recorded line. OR, I would even stay at the promotion without my wife in attendance as I initially was lead to believe.

  Business Response

  Date: 02/27/2025

  Sent: Thursday, February 27, 2025 4:20 PM
  To: **************************
  Subject: MVW Customer Advocacy
  
  Good afternoon Mr. *************** am in receipt of a complaint that you filed with the Better Business Bureau on February 17th.  I apologize for the delayed reply as I just received notification from the BBB today.
  
  Our records reflect that you spoke with a supervisor in our promotional package office on February 14th and your request for a full refund of your package was approved.  It typically take 7 to 10 days for accounting to process refunds, by now you should see the refund on your online credit profile.  Did you receive the refund on your end?
  
  I look forward to hearing from you soon.
  
  Kind regards,
  
  
  MARRIOTT VACATIONS WORLDWIDE

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair 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 received a promotional offer via email from Marriott *************************** and purchased on January 15, 2025- REFERENCE NUMBER *******. A deposit of $199 was paid on my AmEx gold card. I called the number on the purchase confirmation email the next day or so and spoke to an agent about details. I did not book any dates to use the hotel stay which is for 5 days/4 nights. The agent said during that call that it was non-refundable and never mentioned any way to cancel saying I must move forward with booking dates within the next 12 months or forfeit the deposit. When I called again on Feb 17th, I spoke to a different agent that said I could have cancelled for a refund of my deposit within 15 days of the purchase but now its too late and I can either use the trip/hotel stay or forfeit the deposit. There was clearly misinformation provided to me in an effort to ensure the company could keep my deposit no matter what. It is a very shady business practice. Also the email confirmation doesnt disclose that I had 15 days from date of purchase/deposit so how is it that a consumer would know this? There will be no harm or foul for the company to refund me at this point. I have not reserved any dates.

  Business Response

  Date: 02/18/2025

  Sent: Tuesday, February 18, 2025 10:10 AM
  To: ******************************************
  Subject: MVW Executive Office
  
  Good morning Ms. ************* I have received the correspondence you shared with the *************** Better Business Bureau regarding a promotional package that you purchased from our organization back in January.
  
  I am sorry to learn of your decision to participate in our promotional stay offer.  In an effort to assist you, I have reached out to the appropriate leaders within our marketing department requesting that they cancel and refund your $199 deposit.  I will follow up with you just as soon as I receive confirmed that the refund is in process. 
  
  If you have any questions in the meantime, please feel free to reach out to me via response to this email or at the telephone number provided.
  
  Kind regards,
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer Answer

  Date: 02/18/2025

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

• Initial Complaint

  Date:02/13/2025

  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.

  This company is a complete disaster. Looking at all the other complaints, its clear Im far from the only one whos been screwed over. The entire mess is their fault, yet they act like its my problem now and refuse to take any responsibility. Instead of fixing their mistakes, they had the audacity to tell me to sell my ownershiplike thats even a real solution. Their meetings are so aggressive and over-the-top that I had to sneak out a side door once, and they were so desperate they practically chased me all the way to the highway! Theyll do whatever it takes to trap you into signing, but once youre stuck, they leave you hanging with zero support. I cant believe theyre allowed to operate like this without consequences. Im not asking for muchjust for them to own up to their mess and actually make it right!

  Business Response

  Date: 03/20/2025

  First,I am sorry the owner has concerns about their ownership. The information shared with the BBB doesnt provide details as to what the mess is. Therefore, I cannot specifically address those concerns. However, I am sorry to hear the guest hasnt been happy with the sales presentations. Guests can leave these presentations at any point in time. Depending on how the presentation was booked, if the guests doesnt attend the full 90-minutes, they may not receive an incentive for attending but again can leave at any point time.
  
  Regarding support, we have a dedicated owner services team in place to support owners with any questions they have about using their ownership. The team is available Monday through Friday from 9:00 am to 8:00 p.m. Eastern, and Saturday from 9:00 a.m. to 5:00 p.m. Eastern.