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

• 

  Marriott Vacations Worldwide

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

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  Marriott Vacations Worldwide

  7338 Estate Bakkeroe St Thomas, VI 00802-3011

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  Marriott Vacations Worldwide

  4101 NW 87th Ave Doral, FL 33178-2122

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:07/15/2022

  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.

  In September 2020 I was persuaded into a time share ownership presentation in Aruba during a pandemic. I was told how great it was going to be not having to ever pay for my vacations to Aruba staying at the Marriott. I WAS SCAMMED
  
  They looked at what I was paying every year and compared it to the monthly payments of ownership. I was skeptable but the offer looked very enticing . This was in 2020 and I have not been able to use any of my ownership privliages . Everything is sold out but when you arrive at the resort many of the units are dark, but they claim they're sold out. Between last year and this year I have spent $7,000 to stay in Aruba, unable to use my bonus award points AND WANT OUT. UNFORTUNATELY NO ONE WANTS TO HELP. THE EMPLOYEES AT THE MARRIOT VACATION CLUD ARE STILL WORKING AT HOME ON THEIR FAT ASSES, RUDE AND OBNOXIOUS. MEANWHILE i HAVE NOT PAID A DIME TO MARRIOT BECAUSE OF THIS, MY CREDIT IS RUINED AND GOING INTO THE FIRE BECAUSE OF THIS SCAMM THEY'RE TRYING TO PROMOTE AND SCAMM VACTIONERS. MY MARRIOT BONVOY HAS BEEN PLACED ON HOLD WHICH I OPENED WELL BEFORE PURCHASING THIS.
  
  STAY AWAY FROM MARRIOTT VACATION CLUB, DO NOT TAKE THE SEMINAR WHICH YOU LOSE VALUABLE VACATION TIME WHEN IT CAN BE SPENT ON THE BEACHES OF ARUBA. IT'S A SCAMM THAT WILL RUIN YOU AND YOUR CREDIT FOR LIFE.
  
  Now that I see the complaints are 1 star and this vacation club is not accredited by the BBB I would have never purchased this nightmare that is ruining my credit, my life and causing me undue stress.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/07/19) */
  According to our records Mr. **** purchased 2,000 points in the Marriott Vacation Club Destinations Program on September 9, 2020 with first year occupancy 2022.
  
  Owners are able to request their reservations up to 13 months in advance by contacting Owner Services at 800-845-4226. 50% of our Aruba resorts inventory is allocated at the 13 month in advance and the remaining 50% is allocated 12 months in advance. Both of these booking dates are listed on the owner's website - www.marriottvacationclub.com under the Helpful Tools section. Resort stays are confirmed to individual owners on a first come, first serve basis.
  
  Both Aruba resorts are extremely popular with owners and the resorts are typically between 95% and 100% occupied year around. Given the high demand at these resorts, owner are encouraged to make their reservations early.
  
  Currently, Mr. **** has unpaid maintenance fees and his account is suspended. Maintenance fees are due in the amount of $1,816.66. Mr. **** is encouraged to pay his maintenance fees as soon as possible in order to avoid further collection activity. Once the fees have been paid to the association, Mr. **** may work with our Owner Services department to plan his first vacation stay using his newly acquired Destination Points.

• Initial Complaint

  Date:07/13/2022

  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.

  Fraudulent sells practices and deceit.
  
  When I bought my points Jerry "sales agent" listed all of these places I'd be able to go including all of the Welks timeshare in Cabo as Marriott acquired Welks. He sold me on 1,000 points. He told me I could spend a week in Hawaii etc with these 1,000 points. Which is false!
  
  Jerry (Arizona sales person) also omitted that as a "owner level" I couldn't book 12 months out unless it was for 7 nights. I can't stay anywhere for 7 nights for 1,000 points much less a week in Hawaii.
  
  Unlike how Jerry showed me .. There is never availability over the summer months or spring break in any of the desirable locations AND a year later Mexico is STILL not available in Marriotts portfolio to stay at. Which was another fraudulent statement to get me to purchase points.
  
  I have been sold a package that is practically useless unless I want to go to Palm Springs and Orlando annually. I was told specifically I can stay in Hawaii, Aruba, Virgin Islands, Mexico. I was lied to in order to purchase this points program. Owner services email is no longer valid. I'd like a refund
  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/15) */
  We are very sorry to learn of Ms. ***** expressed dissatisfaction with her purchase of 1,000 points in the Marriott Vacation Club Destinations Program last year.
  
  At the point of sale, Ms. ***** received a detailed points chart that clearly disclosed the number of points required for each resort stay over the course of various dates and in various villa configurations. It is entirely possible for Ms. ***** to use the banking and borrowing feature of the program to accumulate up to 3,000 Destination points, which is enough to visit resorts in Hawaii, Aruba and Mexico.
  
  In review of Ms. ***** usage history she has had great success using the program over the past 12 months, completing 4 stays at Marriott's Grande Vista, MVC Pulse San Diego and Marriott's Shadow Ridge.
  
  Ms. ***** also received a thorough Quality Assurance Checklist at the time of her purchase that disclosed the reservation rules, ownership tiers, and all of the other pertinent program details. This document is initialed and signed by Ms. ***** providing her expressed understanding of this information.
  
  After reviewing the details of her purchase and usage history it is clear that Ms. ***** has enjoyed use of the program for the past year. Our organization will not agree to repurchase her ownership interests on the basis of misrepresentation.
  
  
  Consumer Response /* (3000, 7, 2022/07/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response from Marriott is completely false. I never received a chart outlining how many points were needed to stay at the various resorts. Their sales person showed my family on a big screen how easy and as little points were needed to stay in places such as Hawaii.
  
  As my original compliant outlined I would not have purchased 1,000 points had I known I would not be able to vacation every year or heck even every other year.
  
  Using Marriotts own response banking and borrowing 3,000 points is a vacation every 3 years. I paid over 12k and for that I could vacation every year for 6 years for an entire week in Hawaii.
  
  Their own corporate office in Orlando (which I visited in May of 2022) indicated they don't sell 1,000 point packages everything starts at 2,500 because you can't really do anything with 1,000 points. I have the sells person's name if they would like. I would also like a copy of the chart I initialed indicating I was aware how many points are needed to stay where.
  Your entire sales practice is based heavily on fraud and deceit.
  
  
  Business Response /* (4000, 9, 2022/07/19) */
  The Marriott Vacation Club Destinations Points Chart was included along with the Public Offering Statement and other documents that Ms. ***** received electronically at the time of purchase. This information is also shared with owners on the Marriott Vacation Club owners website - www.marriottvacationclub.com.
  
  Our sales galleries do sell 1,000 point introductory packages for those that are unwilling to commit to larger purchases for one reason or another.
  
  Ms. ***** received all of the information that was required to make an informed purchase decision. She has also shown through her usage history that she has benefited from being a member of the program, having used her Destination Points for several resort stays. Our organization will not agree to repurchase her points and we consider this matter closed.

• Initial Complaint

  Date:07/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to cancel my timeshare contract with Marriott. I can't seem to get a hold of anyone, I wrote 2 letters to them already and they just won't help me out. I need to get a response from them in order to get my timeshare cancelled. Please help me get a response.
  

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/14) */
  Mr.*******'s last vacation ownership purchase took place on July 19, 2019. The vacation ownership interests that Mr.******* purchased are considered to be a form of deeded real-estate and it is not possible to simply cancel his contract. In order to relinquish ownership of his Destination Points Mr.******* will need to list his ownership interests for sale on the external market for a price that he finds fair and reasonable.

• Initial Complaint

  Date:07/13/2022

  Type:Delivery 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 authorized Marriott Vacation Club to convert 2500 points to **************** miles in December 2021. I found out in June 2022 that the transaction was canceled for an unknown reason. The airline miles were never transferred to my ****************s account. I was told in June 2022 that a Marriott manager would call me but nobody ever called. I talked to a Marriott manager today July 13 and the manger stated that nothing can be done. I lost the Marriott points and still have not received the airline miles.
  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/07/15) */
  Ray F********, Director of Customer Advocacy has reached out to Mrs.********* directly via email addressing her concerns. Mrs.********* is encouraged to respond to Ray's email if she has any further questions or concerns with regard to this matter.

• Initial Complaint

  Date:07/13/2022

  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 family purchased a timeshare for $14,000 at Sheraton Vistana Villages in Feb 2020 (right before COVID hit) and we were misled and deceived on many aspects.
  
  I had a very nice meeting with the sales rep (whose name I am not including on this site since he has a wife and children), and I thought we had built mutual respect. Little did I know that my sales rep was very good at his job and used many tools and tricks to gain my trust and intentionally misrepresent the timeshare to gain a sale. This type of business practice makes me sick, and it is disgusting that Sheraton and Marriott continue to not only allow this but also endorse it. This is not at all in line with your self-defined core value of "Acting with Integrity", in which you strive to hold yourself to uncompromising ethical standards.
  
  I feel I was intentionally misled and deceived on many of the items of this timeshare that were disclosed to me during my sales meeting:
  -Marriott properties will be able to booked directly using our Vistana timeshare
  -We would have access to an extensive home resort network with priority booking
  -We can upgrade our timeshare at any point to any level in the future
  -The Sheraton Vistana Villages Resort is a high quality clean and safe facility with sanitized rooms
  -We would be able to get a one-bedroom room every year
  -We would have very strong trading power through interval international
  -We were never told Interval International is owned by Marriott; the parent of Vistana
  -It is now clear to me that Sheraton/Vistana and Interval International are sales funnels for Marriott at my expense
  -Points can easily be banked from one year to the next; they never disclosed that deadlines and fees apply
  
  All I am asking is to have my timeshare cancelled and have the purchase price returned to me, as this is a clear example of bait and switch as well as egregious misrepresentation and lying during the sales presentation. You used deception to get a sale at my expense.
  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/15) */
  We are very sorry to receive this complaint from Mr. ******. In review of Mr. ******'s ownership account we can see that he acquired 37,000 StarOptions in the Sheraton Flex program on February 20, 2020. Since becoming an owner Mr. ****** has been able to use his StarOptions for the following resort stays:
  
  - 7 night reservation, Sheraton Vistana Villages,
  1 bedroom deluxe villa.
  - 7 night reservation, Sheraton Vistana Villages,
  2 bedroom villa.
  
  At the time of purchase, Mr. ****** received the full reservation rules for the Sheraton Flex Program, including a list of resorts that are included in the program, the number of points required for each type of resort accommodation, etc.
  
  Our organization is currently in the process of integrating Sheraton, Westin and Marriott vacation ownership resorts into one use plan that will more easily allow owners to use their interests amongst the three brands. Once the program integration is complete, Mr. ****** will have the ability to redeem his Sheraton Flex Points at Marriott Vacation Club resorts in accordance with the program use rules.
  
  It is common for owners to upgrade their membership by purchasing more StarOptions in the event that more vacation time is desired.
  
  All Sheraton vacation ownership resorts are held to our world-class brand standards in terms of cleanliness. Owners should expect, and deserve, a villa accommodation that is clean and free of any engineering issues. We are aware of a documented case that transpired at the end of 2021 involving some housekeeping issues that Mr. ****** experienced during his stay at Sheraton Vistana Villages resort. The resort management team acted promptly and appropriately once the issues were shared with the front office. Mr. ****** was moved to a different villa and he also receive a 7 night stay certificate through Interval International as a gesture of goodwill which was accepted as resolution to the matter.
  
  As an ethical sales organization each owner is provided with a thorough Quality Assurance Checklist that highlights all of the costs associated with the ownership use plan, as well as the reservation rules. Mr. ****** signed this document acknowledging his understanding of the provided information.
  
  Mr. ****** received all of the information that was necessary to make an informed purchase decision. At this juncture we may only reiterate that our organization will not agree to repurchase his ownership interests.
  
  
  Consumer Response /* (3000, 7, 2022/07/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I appreciate the response your provided however this does not change the FACT that I was lied to and deceived by your organization in order to gain a sale. Shame on you for taking advantage of consumers! We have only been back to the resort once since we purchased - you listed an upcoming reservation which has not yet occurred - this is an example of the type of deception that your organization used during the sales process. If you are going to resort my reservation activity then at least be accurate- but that wouldn't paint the picture you are trying to wild it? As for your organization responding promptly to our health and safety issue from our first visit back; it definitely was not handled promptly. I had to call many many times and severs of my called to "owner services" went unanswered. Again you are not reprting things accurately. have filed a report with the FL Attorney General as your business and sales practices are not only abusive and deceptive, they are a clear example of a large company strong arming consumers. I really thought your organization was more ethical than this. I'm sorry I trusted your organization and I hope that everyone reading this realizes that Marriott snd Sheraton will say whatever they have to in order to sell a timeshare and then hide behind the no loar clause in the documents. Don't think for a second I don't know what is going on here.
  A buyback for a new owner who has had such a terrible experience and has had nothing but lies and deception from your company is the least you could do At least I know the type of organization you really are now.
  
  
  Business Response /* (4000, 9, 2022/07/18) */
  Unfortunately, our organization is unable to honor Mr. ******'s request to repurchase his ownership interests. He has enjoyed use of the program since becoming an owner. The operational issue he experienced does not warrant any further compensation.
  
  Any future complaints received by our organization will receive a similar reply. We consider this matter closed.
  
  
  Consumer Response /* (4200, 11, 2022/07/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm glad to see you are so interested in new customers concerns that you "consider the issue closed". Your response is focusing on the issue we had at our first and only stay at the resort since purchasing. If you read my complaint carefully you would have seen that I was stating I was lied to and deceived during your sales process. You used unsavory sales tactics in order to get a sales and not only did you misrepresent the ownership in several respects but you flat out lied in many areas.
  I do not intend to go back and forth with your organization except to get my point across that you have committed fraud and intentionally deceived my family so you would get a quick sale. I value long term business relationships, however your organization is all about a quick transaction to generate sales. Again to be crystal clear, you lied, used deceptive sales techniques and intentionally and grossly misrepresented the timeshare ownership. It's no wonder there are so many complaints against your organization on this site. I fee very let down by my sales rep, your member services team, and also myself for trusting the lies and deception you laid out. I do not think that under the circumstances, my request for a repurchase or even a partial repurchase is unreasonable and I request that you elevate this to the next level. If upper management knew of the lies, deception, and misrepresentation that was conducted on me and my family in order to get a sale, I fee they would have a very different opinion.