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:02/01/2025

  Type:Sales and Advertising 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 April, 2023, we were convinced to buy Marriott ************* Points in an un-ethical and fraudulent sales presentation. We had purchased our first timeshare with Westin (later bought out by Marriott) more than 17 years earlier and slowly bought additional timeshare units over the ensuing years. We had been very happy with our ownership experiences until the April, 2023 sales presentation. At that presentation we were lied to and told we had to purchase a minimum of 1000 Club Points for $16,296.45 to ensure we would have the perpetual right to access all 90+ Marriott resorts in the future. We were told this was the last opportunity we would have to do this, we would never have this opportunity again. Based on being told this, and only for that reason, we purchased the Points and found out later that the ownership we had before the purchase of the Club Points already ensured our future access to all of the Marriott resorts. We have purposely not used these points while calling and corresponding with many Marriott employees for more than a year in an effort to return the points to Marriott for a full refund of the purchase price and the annual fees paid since our purchase to no avail. Marriotts stated position is that since we have no written proof of what we were told in the sales presentation, they are unwilling to grant our request. We have come to the realization that Marriott is a predatory company that uses unscrupulous sales practices to snare innocent people, knowing full well that no written record of misleading or untrue sales statements or promises will exist to support claims of misrepresentation. Marriott- please do not respond with your usual advice to say we should put our Points on the external market for sale. In reviewing hundreds of offerings in the secondary market, anyone can easily see there is little or no interest in purchasing timeshares or timeshare points on the external market, even when offered for only One($1.00) US Dollar!

  Business Response

  Date: 02/27/2025

  Our records reflect that Mr. ********* acquired ***** Club Points in the Marriott ************* Destinations Program on April 12, 2023.  Prior to entering into this transaction Mr. ********* successfully elected his pre-existing ownership interest at The ******************* to Marriott ************* Points on March 22, 2023.  Given the timing of these transactions, Mr. ********* already experienced receiving Club Points and had information about the Destinations Program, understanding that his election points from ******************* could be used to reserve at any Marriott ************* resort through the internal exchange program.  

  Furthermore, Mr. ********* has provided no evidence to prove that any malice or misrepresentation took place on April 12, 2023.  Mr. ********* received all of the information necessary to make an informed purchase decision, including receipt of a thorough ***************** Checklist that he signed and initialed providing his understanding of the purchase transaction.  A copy of Mr. *********** ***************** Checklist can be provided upon request.

• Initial Complaint

  Date:01/27/2025

  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.

  My fianc and I signed a timeshare contract on December 30, 2024. During the sales process, we were misled about the 10-day rescission period, being told it started on the closing date and that we had plenty of time to decide. While the rescission period was disclosed in the contract, no specific cancellation deadline was provided. Documents were given on a flash drive, ensuring insufficient time to review them fully.When we attempted to cancel on January 9, 2025, we faced multiple obstacles:Phone numbers led to unanswered voicemails.Emails and letters to the address listed in the contract remain unanswered.We were redirected repeatedly, ultimately being told by the sales representative that nothing could be done.This is an aggressive, deceptive process and a violation of Florida timeshare law (Fla. Stat. ******). I have documented all attempts to cancel this contract and will escalate to the ********************************* and other consumer protection agencies if this matter is not resolved immediately.We demand the contract be canceled, with written confirmation provided. Failure to act will result in formal complaints and legal action.

  Customer Answer

  Date: 01/28/2025

  Attached you will find my signed complaint faxed to your number today.

  Business Response

  Date: 01/29/2025

  Sent: Wednesday, January 29, 2025 12:10 PM
  To: *************************** <**********************************>
  Subject: MVW Executive Office
  
  Good day Ms. *************** I received your Better Business Bureau complaint in relation to your recent purchase at Marriott ************** **************
  
  In review of your account I understand that you acquired ***** Club Points on December 30, 2024.  I apologize for the confusion about the rescission policy.  The rescission period is disclosed in bold,conspicuous font just above the signature line of every contract and it does specify 10 days from contract signing. With that said, please forward me any correspondence (emails and certified letter) that you sent to our sales administration office on or before January 9, 2025.  I will gladly review your correspondence with our sales administration office and make a determination from there. 
  
  Kind regards,
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22865699
  
  I am rejecting this response because:

  We provided proof of an email I sent requesting cancelation. They responded with letting us know he will follow up regarding this by January 31, 2025. We look forward to this being resolved swiftly, if not we're prepared to escalate this to other entities as stated in the email.

  
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 02/04/2025

  Dear Better Business Bureau,
  I am providing an update on my complaint against Marriott ************* regarding their failure to process my legally submitted contract cancellation.
  We have provided Marriott with multiple forms of proof that we exercised our right to rescind within the legal timeframe under Florida law (Fla. Stat. 721.07(6)). Despite this, we are still awaiting confirmation of cancellation from their team.
  Additionally, we have escalated this matter to ****************, providing them with all supporting documentation and our communication with Marriott. After reviewing the evidence, **************** has sided with us and immediately issued a credit to our account.
  If ********************** does not process our cancellation in a timely manner, we will have no choice but to escalate this matter further and report them to the appropriate authorities, including:
  The ****************************** & Professional Regulation (DBPR)
  The ******************************* Office
  The ************************ (***)
  The ************************************ (****)
  We expect Marriott to act in good faith and honor our cancellation immediately. We appreciate BBBs continued assistance in tracking this complaint.

  Business Response

  Date: 02/13/2025

  At this juncture we may only reiterate that our investigation has concluded in no legitimate evidence being provided from Ms. ******** showing cancellations during the 10-day rescission period.  We will follow our internal process for responding to disputes made through the credit card company and will also share our findings with any future correspondence received by regulatory agencies as appropriate.  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22865699
  
  I am rejecting this response because:

  I reject Marriotts response, as it is factually incorrect and misleading. Marriott continues to ignore documented proof that my cancellation was submitted within the 10-day rescission period as required by Florida Statute 721.07(6), which states that a cancellation request is legally effective when sent, not when received.
  Marriotts Own Contradictory Statements:
  1?? January 29, 2025 Marriott Requested Proof of My Cancellation
  If they had no record of my request, why did they ask for proof? This implies acknowledgment of my rescission attempt.
  2?? January 31, 2025 Marriott Did Not Dispute That I Sent the Email
  Instead, they falsely claimed I sent it to the wrong email, despite their own Multisite Public Offering Statement (MP1, Page 10) listing ************************* as a valid cancellation email.
  3?? February 3, 2025 Marriott Confirmed Receipt of My Forwarded Cancellation Email
  If my email did not exist, why did they confirm receiving my forwarded email?
  4?? February 4, 2025 Marriott Suddenly Claims No Record of My Cancellation
  This contradicts their earlier acknowledgment, proving that Marriott is acting in bad faith by selectively losing cancellation requests.
  Regulatory & Legal Action Already in Progress:
  Due to Marriotts failure to honor my legally valid rescission, I have already escalated this complaint to:
  ? *********************************start="1928" data-end="1931">? New ******************************start="1962" data-end="1965">? ****************************** & Professional Regulation (DBPR)
  ? ************************ (***)
  ? ************************************ (****)
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/19/2025

  At this juncture we may only reiterate that our organization has investigated the matter and determined that we did not receive a written notice of cancellation within the 10-day rescission period.  We consider this matter closed.  
  

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22865699
  
  I am rejecting this response because:

  I reject Marriotts response, as it continues to misrepresent the facts and ignore Florida law (Fla. Stat. 721.07(6)), which clearly states that a cancellation request is legally effective when sent, not when received.
  Key Facts Marriott Has Ignored:
  1?? January 8, 2025 Cancellation Sent via Fax
  I faxed my rescission notice to Marriott. They later falsely claimed to have no record of it.
  2?? January 9, 2025 Cancellation Sent via Email
  The email was sent to ************************** listed in their own Multisite Public Offering Statement (MP1, Page 10) as a valid cancellation email.
  Contradiction: Marriott later claimed this was the wrong email, despite their own documentation stating otherwise.
  3?? January 31, 2025 Marriott Did Not Dispute That I Sent My Cancellation
  Instead of denying receipt, they initially argued that I used the wrong email.
  Contradiction: They later changed their stance, claiming no record of my email at all.
  4?? February 3, 2025 Marriott Confirmed Receipt of My Forwarded Cancellation Email
  Marriott acknowledged receiving my forwarded cancellation email.
  Contradiction: On February 4, 2025, they reversed course, claiming their IT department had no record of my email or fax.
  Regulatory Action Underway:
  Due to Marriotts refusal to acknowledge my legally valid rescission, I have already filed complaints with:
  Florida Attorney General
  New York Attorney General
  ****************************** & Professional Regulation (DBPR)
  ************************ (***)
  ************************************ (****)

  Since Marriott refuses to acknowledge my legally valid cancellation, I request that BBB **** this case as UNRESOLVED and maintain this complaint on their record. I will also be providing all relevant documentation to regulators to ensure further investigation into Marriotts deceptive practices.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/21/2025

  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.

  I am extremely disappointed with Marriott *************** lack of accountability and assistance in dealing with my timeshare. Over the past month, l've contacted multiple representatives, and each conversation has left me without a resolution. One representative informed me that I must either pay off the loan or sell the timeshare to someone else and stated that deeds in lieu are no longer allowed as of September 1st. This was shocking because I recently completed a deed-in-lieu for another timeshare earlier this year and was working on deeding both back at the same time. When I explained this, I was told that the option no longer exists, but no explanation was provided. I shared my concerns about high-pressure sales tactics and misinformation when I was sold the timeshare. The representative advised me to contact the sales office, but I seriously doubt they would admit to any deception. Another representative dismissed my concerns entirely, stating their department doesn't handle such issues and suggested foreclosure as the only option a solution that would ruin my credit.I have almost paid off the loan but cannot afford to continue payments for something I cannot use. This seems to only benefit Marriott, not me. Being told to pay off the loan in exchange for the deed back feels like an unfair, coerced solution. Throughout this process, I have been passed around from one department to another without resolution. Marriott has refused to take responsibility or provide meaningtul assistance. I completed a deed-in-lieu for one ownership this year, and I don't understand why it's not an option for my other ownership. I am at my wit's end. I need a way out of this timeshare. Marriott ************* must take accountability and provide a clear, fair resolution to help me exit this situation.

  Business Response

  Date: 01/29/2025

  Our records reflect that Ms. ******** purchased ***** Club Points on March 7, 2017, during a stay at Marriott's ************* Villas.  We are sorry to learn of ************************ hardship and wish her well during this difficult time.  
  

  The financial services office is not required to provide owners who become delinquent on their loans with Deed in Lieu of Foreclosure.  The mortgage terms that Ms. ******** are clear in describing that it is the owners responsibility to pay their note in a timely manner.  **************** has a fiduciary responsibility to report delinquent accounts to the credit bureaus. Foreclosure action typically begins once the account is between 150- and 180-days delinquent.  
  

  Ms. ******** has provided no lucid evidence to her claims of being pressured into her purchase, which occurred approximately 8 years ago.   To the contrary, she has used her Club Points in a manner consistent with how our sales department portrays the vacation ownership program.  Club Points have been redeemed for stays at Marriott's Grand Chateau (*************), Marriott's Desert Springs Villas II (Palm Desert, CA) and Marriott's ************* Villas (*****************).  
  

  Our ******************** does offer a deed back program to owners who have no outstanding mortgage or maintenance fees owed on their property.  The deed back program is a quick and convenient way for owners to relinquish their interests without having to list them for sale on the external market.  Ms. ******** would need to pay off her loan balance in order to qualify for the deed back program.  If that is not an option for Ms. ********* then she is welcome to list her Club Points for sale on the open market for a price that she deems fair and reasonable.  The proceeds from the resale transaction may be used to satisfy her outstanding mortgage balance.

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22840693
  
  I am rejecting this response because I need to make it abundantly clear that I cannot afford to keep paying. I explained the financial burden this is on me, and yet the kind of responses I get are just to keep paying, pay it off, etc. Then I get a passive response saying that I have used my ownership, well yeah I paid for it. I understand that you feel like you arent obligated to have another deed in lieu option for me, but after everything Ive been through I feel like its the least I should be allowed. I was told about this option and I believe I should be allowed to exit based on all the reasons Ive provided over the last year to Marriott directly about my experience, the pressure Ive been under, and the fact that this is truly not what I would have expected from Marriott as a company. Im disappointed. I really do not intend on letting this matter go.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 02/13/2025

  At this juncture we may only reiterate that the organization will follow our established guidelines for debt collection, leading up to include foreclosure.  The foreclosure process typically begins once an account reaches the ************** delinquency threshold as explained in our previous reply.

• Initial Complaint

  Date:01/20/2025

  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.

  Became a Marriott ************* timeshare member 10/24. Have not used any points. I'm only interested in visiting 3 resorts. I've attempted to reserve vacation dates at these 3 different resorts everyday for 3 months without success as all dates are always unavailable. *** does not provide sufficient inventory for us to reserve. Additionally, their tiering system prevents us from reserving also. Tiering system and lack of availability of rooms was never mentioned in timeshare presentation. I've called their headquarters and have also spoken to *** timeshare sales about their practices and asked to cancel my timeshare, They refuse. This is a scam.

  Business Response

  Date: 01/29/2025

  Sent: Wednesday, January 29, 2025, 11:11 AM
  To: *****************************
  Subject: MVW Executive Office
  
  Good day Mr. *************** I received your complaint filed with the Better Business Bureau.  I appreciate this opportunity to respond on behalf of Marriott *************.
  
  In review of your account, I understand that you acquired ***** Club Points on September 11, 2024, while visiting ****************************** Congratulations on your purchase! 
  
  With a 40-year reputation in the vacation ownership industry and more than ******* owners, I may assure you that your decision to become a Marriott ************* owner was a good choice.  ********* Points may be redeemed for stays at more than 90 vacation ownership resorts, hotel stays,cruises and more.  I would love the opportunity to personally assist you with your first vacation using your Club Points so that I may help demonstrate the value that the program provides for our owners.  Please provide me with the 3 top resorts that you are interested in visiting and I will gladly liaise with our ********************* to see what dates might be available.
  
  Due to Club Points being deeded real estate, it is not possible to cancel a purchase after the closing date.  For your convenience I have attached a copy of the ***************** Checklist received at the point of sale.  This document explains the reservation procedures in a clear and easy to read format.  Our goal is to make sure there are no surprises about the reservations process, which is one of the reasons we ask all new purchasers to acknowledge these statements on the ***************** checklist.
  
  Again, I would appreciate the opportunity to help you enjoy your Club Points for their intended purposes.  I look forward to your response and helping you navigate the program.
  
  Kind regards,
  
  MARRIOTT VACATIONS WORLDWIDE

  Business Response

  Date: 01/29/2025

  ***************** Checklist attached.

• Initial Complaint

  Date:01/15/2025

  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 are senior citizens. I think it was 2021 we went for a presentation and was scammed to buying this timeshare. The agent told us it was easy to get the weeks we wanted in the destinations we wanted & we could then rent them out which would take care of yearly maintenance dues. So we believed his talk and signed up. Being retired folks we did not want too many encumbrances and paid the loan off in a timely fashion. Every year the maintenance keeps going up. We are unable to keep up with this scam & not able to get any weeks that we want for the destination we want. We want Marriott to resolve this and take it off our hands and pay us most of what we have paid.We missed the three day rescission and did try to cancel as soon as we tried to book a vacation and it was not available. We have emails to the top person at the sales center or had conversations with them. I was told this is a premium company with ethics but that is not the case. I am unable to find emails send to them. Will **** looking.

  Business Response

  Date: 01/30/2025

  Our records indicate that Mrs. ********* entered into an agreement to purchase ***** Club Points in the Marriott ************* Destinations Program on January 15, 2022.  After reviewing Mrs. *********** usage history, we respectfully disagree with her assertions about the program being difficult to use.  Mrs. ********* has enjoyed several vacations during her brief time as an owner, redeeming Club Points for stays at Marriott's ********************************************************* ************************************'s Aruba Ocean Club.  These resorts are very popular with our owner base.  

  Unfortunately, it is not possible to cancel a real estate contract of this kind after the closing date.  ******************* desire is to relinquish ownership of her Club Points in order to reduce costs in her retirement years then our recommendation is to list the property for sale on the external market for a price that she finds fair and reasonable.  The resale process is no different than listing a home or any other form of real estate for sale.  

• Initial Complaint

  Date:01/02/2025

  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.

  We traded a timeshare in *************** into a Sheraton FLEX (this purchase was done in *************). This was done at end of September 2024. ********************************** and ******************************* sold (did the transfer). They told us we would be receiving a refund for the partial year usage in the Sheraton ***** property. We have been sending emails since October 2024 and this is still unresolved. ******************************** did assist us on other issues however in last week -->10 days very little has been communicated to us by way of status on this refund. We would like to get our refund processed correctly and timely. It seems that once ***** and ***** received their commission on this purchase/transfer, we heard very little from those two Marriott employees. ******* has called us a couple times on other issues with mixed resolutions.

  Business Response

  Date: 01/08/2025

  Sent: Wednesday, January 8, 2025 11:25 AM
  To: *****************************
  Subject: MVW Customer Advocacy
  
  Good day Mr. ****************** received your complaint that was filed with the Better Business Bureau.  I appreciate this opportunity to respond from the corporate office of Marriott Vacations Worldwide.
  
  I apologize for the delay in processing a maintenance fee credit that was attributed to your most recent purchase.  Upon receipt of your concern, I immediately reached out to **** ******* and our financial services department to determine the status.  **** informed me that you were due a refund in the amount of $668.92.  ********* services confirmed that this refund was processed yesterday back to your credit card.  You should see the transaction come through on your online credit card statement very soon. 
  
  Please let me know if I can be of further assistance.
  
  Thank you for contacting the corporate office for Marriott Vacations Worldwide and allowing me to work on resolving this matter for you.
  
  Kind regards,
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer Answer

  Date: 01/08/2025

   
  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.

  I would like to keep this open until the actual credit shows up.

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/29/2024

  Type:Sales and Advertising 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 mother-in law owns the property and speaks polish, so we were trying to help her sell the property. it was very clearly stated to everyone she did not understand English that well and they do not have anyone who speaks polish. we went to a Marriott presentation Soley for the purpose of obtaining information concerning selling the timeshare . we were informed that selling a timeshare like we have was almost impossible then Marriott went into the sales pitch. Marriott presented a beautiful program but when it came to a purchase of about $24,000.00 we were not interested, we were looking to sell the property. After Austinn finally realized he could not make the big sale he went to other options. Since we were basically stuck with the property, we looked at the lower priced plan . THE ONLY THING THAT TURNED ME AWAY WAS THE **** ****** KEPT APPLYING PRESSURE ON US BY STATING IF YOU REFUSE NOW YOU WILL NEVER HAVE THIS OPPORTUNITY AGAIN. SO AFTER SOME THOUGHT I TOOK THE CHANCE BECAUSE IT WAS ONLY $1,300.00 AND NOT THE $24 THOUSAND DOLLARS. ****** stated we would get a e-mail to confirm enrollment within 3 weeks and if i did not get it to contact *******. When i contacted ****** by phone after sending numerous emails he stated he does not check his e-mails that's why he does not reply, NICE !!! VERY PROFESSIONAL ND HE HAS NOTHING TO DO WITH THE ENCORE PROGRAM. Well he is the person who referred the program to us and now refuses to help. He stated he does not get any commission from that sale, so basically why should he help anyone????now i go online and check the account because ********************** states we were enrolled into the program on 12-01-2024 and the terms and conditions need to be accepted. in the terms and conditions it states in small print that there is a yearly fee of $250.00 to deposit points . SOMETHING MARRIOTT FORGOT TO ADVISE US OF SO I DID NOT AGREE TO *********** MANY DISHONESTY AND INFORMATION HIDDEN

  Customer Answer

  Date: 01/05/2025

  I have just found a e-mail from December 26, 2024 from ****** ************************ Manages stating we were given a complementary enrollment into the Encore program and states we have a free enrolment however , when ***** informed us about the e-mail that needed to be completed he had already completed the finance documents and took the $100.00 first payment but never disclosed anything about the free enrolment. Read the e-mail where he states " AT the time of signing, he mentioned that in about 3 weeks you will receive an email that requires your attention to complete the free enrolment."  So apparently ****** ******** was aware of the free enrolment but withheld that information from us and and completed the financial documents and took a first payment. I have been trying to resolve this issue with members of Marriott . I have now contacted the CEO ******* ******* AND OFFERED TO withdraw this complaint if Marriott refunded all funds collected for the enrollment and all club fee's and other fee's in the agreement are exempt to us indefinitely. I also stated this exemption would be transferable to anyone who acquires the property in the future but would become void it any changes were made to the timeshare. Also i have never received the e-mail concerning the enrollment agreement but i believe that ****** has sent it as he stated. I have informed the CEO that i need to know if he intends to resolve this issue between us by January 8 ***** to withdraw my complaint

  Business Response

  Date: 01/08/2025

  This matter has been addressed appropriately by corporate Customer Advocacy Manager, ******* *****.  On December 1, 2024, Ms. ****** purchased a promotional Encore Package while attending a sales preview of the Marriott ************* vacation ownership program.  The premise of an Encore Package is to return to the resort sometime in the next 18 months to enjoy a resort experience, the package does require an additional sales presentation that will be scheduled during the return stay.  As an incentive, Ms. ****** was given the opportunity to enroll her existing week at Cypress Harbour into the ABOUND program at no additional cost.  Joining the ABOUND program provides Ms. ****** an additional usage option of electing her Cypress Harbour week to ABOUND club points.  Club points can be used as a direct currency to make reservations at more than 90 Marriott, Westin and Sheraton ************* resorts, subject to availability.  The ABOUND program does have an annual fee; the fee is disclosed in the enrollment documents that all owners are required to acknowledge and sign during the registration process.

  ******* has apologized to Ms. ****** for the lack of follow up from her sales executive and for any misunderstanding that may have taken place regarding her participation in the ABOUND program.  ******* offered two solutions to Ms. ****** including cancelling the Encore agreement refunding the money Ms. ****** has paid towards her promotional package.  The second solution involves Ms. ****** keeping her Encore package, with ******* paying her first year of ABOUND Club Dues in the amount of $250.  Ms. ****** asked that we waive club dues in perpetuity.  This is not an acceptable option for our organization.  

  ******* received a response from the owner today accepting cancellation and refund of her Encore package.  ******* will work to see that this action is carried out as quickly as possible.  

  If. Ms. ****** is interested in deeding her Cypress Harbour week back to the organization, she is welcome to contact our ************************ at ************.  She also has the option to sell her week on the external market for a price that she deems fair and reasonable.  

• Initial Complaint

  Date:12/26/2024

  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.

  I am have been an owner with Marriott ************* for over 25 years. I own a fixed week in ****** and purchased two point packages since 2016. In December, 2023 I attended a sales presentation with my partner as a requirement of our stay with Marriott. During that high pressure presentation I was offered a proposal to combine my two point packages into one contract along with an additional point purchase. The two payments for the older packages amounted to approximately $313.00. I was assured that that amount would be combined with the new contract totaling $478. I was told it would take 2-3 months for the paperwork to be processed and I would have only the one payment of $478. Marriott did fold the $101 payment into the new contact, however, left the other contract in tact and demanded that I continue the new payment of $478 along with the old payment of $203. This is classic bait and switch and is a total fraud on the part of Marriott. I have tried to speak with their management to no avail. I went through their complaint department and they could or would not help. I get daily phone calls from their collection department in the early morning hours because I refuse to pay the $203. I am 80 years old and in ill health on a fixed income. They knew that when they pressured me into this contract. They ruined my credit when I refused to pay the $203. I just want them to live up to the agreement they presented to me and agreed to. My partner was there during the entire presentation and can attest to what was agreed upon.

  Business Response

  Date: 01/07/2025

  Our records reflect that Ms. ****** acquired ***** Club Points on December 21, 2023.  At the time of purchase our sales department did discuss the possibility of wrapping two older loans into Ms. ******** purchase; however, it was discovered that one of the former loans did not qualify because it was too new.  Ms. ****** was contacted by ********* ******, Director of Sales, prior to closing and ********* explained that only one of the earlier loans qualified to be wrapped into her new purchase.  Ms. ****** agreed to proceed with the transaction.  

  In June of 2024 Ms. ****** contacted our corporate Customer *************** and spoke with Customer Advocacy Manager, ******* ******.  ******* reviewed all of the purchase disclosure documents and determined that the written information provided to Ms. ****** accurately reflects that just one of her former loans would be wrapped into the new ***** Club Points purchase.  

  At this juncture we may only reiterate that there was no wrongdoing at the time of purchase.  Ms. ****** received all of the information necessary to make an informed purchase decision.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22733141
  
  I am rejecting this response because:  I have a witness, who will be willing to sign a sworn statement, to the presentation on the date I agreed to the new contract on the stipulation that both earlier contracted would be folded into the new contract. I was assured that it would be done but that it would take a number of months to complete the process.  When I requested a review of the agreement and arrangement from Marriott ******************** their excuse was unacceptable and I told them at the time. I never agreed to continue with the agreement.  Conveniently, the timing prohibits me from rescinding the contract within legal time limits.  This is I am sure part of Marriott sales plan.  I have stopped all payments on the loan that they promised would be folded into the new contract.  Marriott has now ruined my credit. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/15/2025

  The corporate Customer *************** has investigated Ms. ******** allegations and found no evidence of malice or misrepresentation.  A review of the purchase disclosure documents, and financing documents shows that Ms. ****** received all of the information necessary to make an informed purchase decision.  We encourage Ms. ****** to remain current on her loan so that she can avoid negative credit reporting and continue to enjoy her ownership interests.  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22733141
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 02/04/2025

  YOU HAVE FAILED TO INDICATE WHAT INFORMATION YOU NEED TO COMPLETE THIS COMPLAINT. YOU ARE APPARENTLY LOOKING FOR AN EXCUSE TO DROP THIS COMPLAINT  I HAVE MADE MY STATEMENT AND UNLESS YOU SPECIFICALLY STATE WHAT YOU NEED, I CONSIDER THIS MATTER AT A END. I WOULD LOVE TO KNOW HOW MUCH YOU WILL BE COMPENSATED BY MARRIOTT TO DISPOSE OF THIS COMPLAINT.

• Initial Complaint

  Date:12/19/2024

  Type:Sales and Advertising 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 an owner of a Marriott time share for 16 years. On July 19th I attended a presentation and was told the program I owned was basically obsolete, more difficult to book weeks from and there was NO value in what I had. The "sales pitch" was to upgrade what I had to make it more flexible changing over to a point system vs a week that I owned. What was left out was the fact that Marriott has an exit department that could sell what I currently owned on my behalf and net me about $4300 vs selling me an upgrade for $24,4000. After 3 months of emails Marriott and the sales team with no ***ly, I escalated to the president. I finally got a ***ly, they have acknowledged that there was a failure to convey the exit instructions and they are offering to pay me out the $4300 now. Had I been given the proper exit instructions, I never would have purchased the "upgrade" because I would have known I had options that indeed put VALUE on what I own. The sales *** intentionally withheld pertinent information (again which Marriott acknowledges) that would have factored into my decision making, which should void out the contract. All I asked of them was to reset my ownership back to before the presentation and now that I have all the information I could make an informed decision which they have declined. I have several emails and one specifically acknowledging the failure to give me full information.

  Business Response

  Date: 01/02/2025

  Our records reflect that Ms. ******* acquired ***** Marriott ************* Points on July 19, 2024.  It is important to note that this purchase was not contractually contingent upon the organization reselling her existing ownership interest at Marriott's Grande Vista Resort.  **************** does have an ************************ that assists owners with deedback arrangements, requiring the property being to be mortgage free and current on maintenance fees.  ************* may also have listing programs in place from time to time for select properties.

  This matter has been addressed appropriately by corporate Customer Advocacy Manager, ********* *****.  In order to assist Ms. ******** ********* has made arrangements for the organization to repurchase her week at Marriott's Grande Vista.  The organization has also agreed to pay Ms. ********* 2025 Grande Vista maintenance fees.  ************** chooses to accept this offer; she will retain usage of her Grande Vista week in 2025.  

  Ms. ******* has been asked to follow up with ********* ***** within the next week at ************ or **********************************************.

  Customer Answer

  Date: 01/05/2025

   
  Complaint: 22709317
  
  I am rejecting this response because:

  I was told in the sales presentation that the Florida timeshare I owned was of ZERO value and essentially useless and if not currently, over the next couple of years due to the pool of rooms being available declining.  As ********* ***** has acknowledged, I was not provided accurate details regarding the Florida time and it's value - she has acknowledged this in several emails saying there was misinformation on their part.  I made the decision without being given al the pertinent facts.  I tried to contact someone very soon after for additional clarification which took Marriott over 3 months to respond.  During this time I had reached out to 8 different staff members while climbing up the corporate ladder.  I am seeking to void my contract for points and continue to own my week at the Grande Vista.  I would expect to be reimbursed for the cost of the points, minus a small administrative fee.  The points can be resold with no monetary cost for Marriott to void this transaction.  
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 01/14/2025

  Our organization is not agreeable to repurchasing the Club Points that Ms. ******* recently acquired.  ********* ***** has worked with our ************************ to make Ms. ******* a fair and reasonable offer for exiting her ownership week at Marriott's Grande Vista resort should she wish to do so.

• Initial Complaint

  Date:12/16/2024

  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.

  I am filing a formal complaint against Marriott and their timeshare scheme. The unexpected burdens of our Marriott timeshare have left us in a difficult financial and emotional situation. The rising maintenance fees and special assessments have strained our budget, making it harder to save for important goals like our childrens education and retirement. These fees have increased consistently, contrary to what we were told at purchase.Weve also faced ongoing issues booking the timeshare during peak seasons, leading to underuse and disappointment. Despite promises of immediate availability, we couldnt use it until three years after purchase. Returning to the same location every year has lost its appeal, and weve realized more flexible, affordable vacation options exist, like vacation rentals, without the need for long-term commitments.The financial stress of owning this timeshare has significantly impacted our lives. If we could cancel, we could redirect our funds toward more diverse travel options that better suit our needs. Instead, maintaining this timeshare has worsened our financial difficulties and pushed us further into debt. We believe this is due to misleading information provided by Marriott at the time of purchase. Now, when **** requested to cancel, their only response is that we have an open loan. It seems their priority is money, not their customers.

  Business Response

  Date: 01/02/2025

  Our records indicate that Mr. ****** acquired ****** StarOptions in the Sheraton Flex Program on June 6, 2021.  His ownership was established with 2023 as first year of occupancy.  

  Maintenance fees are determined annually by the Condominium Ownership Associations for the nine resorts that make up the Sheraton Flex program.  These funds are required for the general upkeep and to fund reserves for long-term projects at each of the resorts.  Within his purchase documents Mr. ****** was made aware of the annual assessment and the fact that it may change from year to year.

  Reservations can be requested up to 12 months in advance and are honored on a first come, first served basis.  Mr. ****** has used ******* StarOptions since becoming an owner with a 14-night stay at **************************************** in *******, ******* during the summer of 2024.  Mr. ******* is welcome to work with our ********************** to plan future vacations.  The telephone number to *************** is ************.

  Unfortunately, it is not possible to simply cancel or exit a closed real estate transaction.  In order for Mr. ****** to relinquish ownership of his StarOptions he must sell them to another individual and payoff the existing loan balance.  The process is no different than selling a home or any other form of real estate.

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22694086
  
  I am rejecting this response because:
  
  

  I reject this response. I was coerced into a points package not a regular mortgage that you would have on a home. Not to mention, you do not have to pay a mortgage on a home in full before selling it.

  
  Sincerely,
  
  *********** ******

  Business Response

  Date: 01/15/2025

  We are unable to validate Mr. ******** claims of being coerced into his 2021 purchase.  All new purchasers receive a 10-day rescission period, during which time they may cancel the purchase for any reason.  The rescission period is disclosed in bold, conspicuous font just above the signature line of every contract.

  Mr. ****** signed a mortgage, note, and loan disclosure documents that fully displayed his mortgage amount, payment, interest rate and term.  He is welcome to list his Sheraton Flex ownership interests for sale now and may use the proceeds to payoff his outstanding mortgage.  The process is no different then selling a home or any other form of deeded real estate.  

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22694086
  

  I reject this response. We were unaware of the misleading and omission of information until after the rescission period. It's funny how they don't let the cracks show until it's too late. I was coerced into a points package, not a regular mortgage that you would have on a home. Not to mention, you do not have to pay a mortgage on a home in full before selling it. Nobody will buy this. Timeshares are listed online for a dollar. How could that pay off my mortgage?

  
  
  Sincerely,
  
  *********** ******