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

• 

  Vistana Resort

  400 Garden City Plaza, Garden City, NY 11530

• 

  Marriott Vacation Club International

  1401 Lee Hwy Arlington, VA 22209-1201

• 

  Marriott Vacation Club International

  1127 Connecticut Avenue NW, 7th Floor Washington, DC 20036-4301

• 

  Marriott Vacations Worldwide

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

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:12/04/2024

  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.

  We must convey our profound dissatisfaction with how my efforts to cancel our timeshare with Marriott ************* have been managed. Despite numerous attempts to engage with various departments such as ****************************** and the ******************* a satisfactory resolution remains elusive. More recently we reached out to the ************************** and the response we received was that they wont take it back unless we stop paying and become delinquent. As a retired couple on a fixed income, we find the escalating fees associated with our timeshare to be a financial burden that we simply cannot sustain. Yet, we cant imagine taking a hit on our credit or any other type of repercussion if we were to just stop paying. We are particularly concerned about the prospect of passing this financial strain onto our children. Our intent in contacting Marriott was to work collaboratively towards a practical solution that would allow us to exit our timeshare agreement responsibly. The experiences thus far have been anything but supportive. Previously, during our conversations with several individuals within your organization, we were informed that before Marriott would consider taking back the timeshare, it must be completely paid off. It was upsetting to learn that despite the claimed value of the timeshare, by Marriotts salesmen directly, Marriott is unwilling to buy it back. This response feels both unhelpful and unsympathetic to our situation. Conflicting information, horrible online support systems, and absolutely no accountability or sympathy from Marriott. We need to work with someone at Marriott to work towards an exit.

  Business Response

  Date: 12/05/2024

  Our corporate Customer *************** received a similar complaint from *** and Mrs. ****** in September and October.  The matter was responded to by Customer Advocacy Manager, ********* *****. ********* explained to *** and Mrs. ****** that it is not possible to simply cancel a deeded real-estate purchase.  *** and Mrs. ****** will need to sell their ownership interests to another individual and payoff their mortgage balance before the deed can change hands. The process is no different than selling a home or any other form of deeded real estate.  Our organization only accepts deed backs for ownership interests that have no outstanding mortgage or maintenance fee balance.  If *** ****** does not meet the financial responsibilities that coincide with his open loan, then our financial services department will follow their established process for loss mitigation, which may lead to foreclosure action once the account becomes approximately 180 days delinquent.

  These ownership interests will not impact *** and Mrs. ****** children unless they plan to pass the ownership interests down to them via the estate planning process.  *** and Mrs. ****** are encouraged to contact an estate planning attorney if they have questions about the transfer or personal property.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22638241
  
  I am rejecting this response because:Yes, we have sent similar complaints because our concerns havent changed. And the fact that we keep hearing the same answers makes it even more frustrating because you wont take any part of our experience into consideration or account when responding. We want to cancel the agreement and we can sign the deed back over to you. Wed love to put it back in your hands so you can just deal with it. We dont want to be associated with Marriott any longer. How are our only options for you to actually do something is for us to stop paying? What advantage does that have for us or for your company? We also have expressed our concerns regarding our ownership, so paying this off also doesnt seem like a wise decision. Since we are still paying money, that seems to be why no one wants to let us out. Just doesnt make any sense on our end. Wed still like to discuss some other option to sign this deed back over to you since it is a deeded real-estate purchase. Wed like a different answer.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 01/10/2025

  More Information  Yes, we have sent similar complaints because our concerns havent changed. And the fact that we keep hearing the same answers makes it even more frustrating because you wont take any part of our experience into consideration or account when responding. We want to cancel the agreement and we can sign the deed back over to you. Wed love to put it back in your hands so you can just deal with it. We dont want to be associated with Marriott any longer. How are our only options for you to actually do something is for us to stop paying? What advantage does that have for us or for your company? We also have expressed our concerns regarding our ownership, so paying this off also doesnt seem like a wise decision. Since we are still paying money, that seems to be why no one wants to let us out. Just doesnt make any sense on our end. Wed still like to discuss some other option to sign this deed back over to you since it is a deeded real-estate purchase. Wed like a different answer....

  ******* and ***** ******

  Business Response

  Date: 01/15/2025

  As a mortgage bank our organization is required to follow fair lending rules and regulations.  If we were to extend a deed back option to Mrs. ******* then our organization would have to satisfy the outstanding mortgage balance prior to the deed changing hands.  If we granted this sort of exception to Mrs. ****** then we would have to do the same for all owners who, for one reason or another, want to relinquish ownership of their vacation club interests.  For obvious reasons this is something that our organization will not agree to.  The Club Points that Mrs. ****** owns are considered a form of deeded real-estate.  She is responsible for paying off her mortgage balance, which is a requirement before the deed can change hands.

• Initial Complaint

  Date:12/04/2024

  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 highly dissatisfied with the treatment I have received from Marriott ************* and the lack of clarity surrounding cancellation options for our timeshare. Over the past several months, my family and I have been stuck in an endless loop of conflicting information and poor communication from Marriott representatives. When we initially purchased the timeshare, we were explicitly told that if we no longer wanted it, we could sell it back to Marriott. Now we are being told this option does not exist. Instead, we are met with vague stipulations and inconsistent answers. First, we were told we could cancel by stopping payment on the maintenance fees. Next, we were informed that cancellation is not possible unless our loan is fully paid off. We were then directed to contact financial services for further clarification, which we did, only to be met with complete silenceno responses or resolutions. For a company of Marriott's reputation, this handling of customers is unacceptable. No one seems able or willing to clearly explain the process or provide viable solutions. To make matters worse, we now face the prospect of paying tens of thousands of dollars without any other option, despite the promises made to us during the sales process. We are frustrated, misled, and feel cornered by these unscrupulous practices. Marriott has failed to honor the commitments made when we purchased this timeshare, and no one has been accountable for providing assistance or clear information. We need immediate answers, a clear solution, and the ability to cancel this timeshare without further runaround or substantial financial loss. Deceptive practices and lack of support are unacceptable, and we request that this matter be promptly addressed.

  Business Response

  Date: 12/10/2024

  Customer Advocacy Manager, ******* ****** responded to *** and Mrs. ****** last year, she was in communication with them from May to August 2023.  Unfortunately, it is not possible to simply cancel a legally binding real estate purchase.  The mortgage does take precedence and would need to be paid in full before the ownership deed can change hands.  If *** and Mrs. ****** are unable to pay their mortgage, then our financial services office will follow their established process for collections, foreclosure action typically starts once the account is approximately 150 to 180 days delinquent.  *** and Mrs. ******** best option is to list their ownership interests on the external market, the proceeds can be used to pay off the outstanding loan balance.  The process is similar to selling a home or any other form of deeded real estate.

• Initial Complaint

  Date:11/29/2024

  Type:Order 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 a timeshare with Marriott Vacations on ****************** that my family has owned for more than 25 years. The ownership payment was fully satisfied long ago and tax and maintenance fees are up to date. I have been trying to have a Legacy week assigned to me (i own floating time and must request an assignment each year) throughout 2024. During my most recent call to Marriott, I was told there was nothing available for assignment until November 29th, but if I called prior to 8:30 a.m. someone would assist me. I have made 9 calls in 2 hours only to be told repeatedly via recorded message that they are experiencing technical difficulties. I also submitted an online request for a call back. Nothing is being done and I am now likely to lose a week that I have alread paid more than $1800 to use in 2025. I have also attempted to do everything myself, but because of the type of contract we have (time not points) the system does not recognize my need. Please assist.

  Business Response

  Date: 12/04/2024

  Sent: Wednesday, December 4, 2024 12:33 PM
  To: **************************
  Subject: MVW Customer Advocacy
  
  Good afternoon Ms. ****************** I am in receipt of your complaint filed with the Better Business Bureau.  I appreciate this opportunity to respond on behalf of Marriott Vacation Club.
  
  In review of your owner account, I see that you own one week during the Preferred Season at Marriotts Monarch at **********  The Preferred Season encompasses two series of arrival dates.  In 2025 they are: January 11th, 18th, 25th, February 1st,8th, 15th, 22nd and then later in the year on November 29th, December 6th, 13th and January 3rd, 2026. 
  
  I see that you currently have November 29th booked in 2025. 
  
  The earlier January and February dates in 2025 could be reserved by other resort owners up to 12 months in advance.  Since those dates are just a few weeks away, it is highly likely that they have already been reserved long ago.  The remaining dates in your season will be released at the appropriate 12-month inventory release date.  You can view the release dates under the helpful took section of the owners website: ******************************************* or by calling ************** at ************.  ************** did have longer than normal hold time earlier this week as maintenance fees are due and several owners are currently calling in to make payment arrangements.  The best time to contact ************** is at 9AM eastern time Monday through Saturday.  The telephone number to ************** is ************. 
  
  Kind regards,
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer Answer

  Date: 12/04/2024

   
  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:11/26/2024

  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.

  uploaded letter of greivance

  Customer Answer

  Date: 12/04/2024

  I received a request from your office on Saturday November 30th to return a form with my signature stating that the letter of complaint was mine alone.

  I was also requested to provide my phone number and date of purchase of the contract. 

  I tried to fax this form the very next day on December 1st but was unsuccessful. I was told at the fax center at ******* that your fax machine was likely off-line. 

  I tried to fax it again on Tuesday morning, December 3rd, but was again unsuccessful and was told the same reason by the ******* service representative. 

  I then went to the post office on the same day to mail the requested form letter via "Priority Mail" and also included proof of the fax failures, which you should be receiving by Thursday. 

  Marriott Vacations Worldwide is a predatory company and I hope to get my complaint posted so I can voice my concerns with this company publicly and to alert other potential customers. I sincerely hope that my case will be reopened. If there is any other information that you need please let me know and I will be happy to provide it or reapply if you deem necessary. This BBB complaint is my only hope to challenge this mammoth entity. 

   

  Business Response

  Date: 12/05/2024

  Our records reflect that Ms. ******** purchased ***** Club Points in the Marriott ************* program on May 22, 2023.  It is entirely possible for Ms. ******** to use her Club Points for International travel; we also have several vacation ownership resorts located in major cities throughout the *************  With more than ******* owners and over 40 years in the vacation ownership industry, we may assure Ms. ******** that her decision to purchase was a good choice.  *************** needs assistance with reservations, she is welcome to contact our ************************* at ************.

  Sales executives are trained to provide an informative, professional and low-key overview of the vacation ownership program.  The decision to move forward in the sales process at the end of each presentation is completely up to the individual.  In addition, each new contract provides a 10-day rescission period during which time the purchaser may cancel for any reason.  The rescission period is disclosed in bold, conspicuous font just above the signature line of every contract.

  Ms. ********** account history reflects that she has made reservations at Marriott's ******************* and Marriott's Waikoloa Ocean Club.  While those reservations were later cancelled, this transaction history serves as evidence she understood how to use the program and was successful in doing so.

  Unfortunately, it is not possible to cancel a legally binding real estate contract once the closing has taken place.  ***************** goal is to relinquish ownership of her Club Points, her best option is to list them for sale on the external market for a price that she deems fair and reasonable.  The proceeds from the sale can be used to pay off her existing loan balance, which is a requirement before the deed can change hands.  The process is no different than selling a home or any other form of real estate.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22608232
  
  I am rejecting this response because: The *** have not addressed any of my concerns as addressed in the attached letter. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/13/2025

  Ms. ********** concerns have been addressed multiple times by the corporate Customer *************** for Marriott Vacations Worldwide.  She has not provided our office with any evidence of malice or misrepresentation that warrants further consideration.

• Initial Complaint

  Date:11/25/2024

  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.

  We are writing to you to inform you of the fraudulent sales practices that were used on us by Sheraton Vistana Resort and Marriott ************* in *******, **. Below we have outlined what took place with our experience, but to summarize, Sheraton Vistana Resort and Marriott ************* used coercion to pressure us into signing a contract to use our equity and upgrade our timeshare ownership, but when their finance team processed the loan, they processed a new, additional loan instead of an upgrade/replacement loan as what was agreed upon. We are asking your assistance in resolving this issue with Sheraton Vistana Resort and Marriott *************, as well as preventing this type of sales practice misconduct from happening again in the future. Our specific experience is attached.

  Business Response

  Date: 12/13/2024

  This matter is currently being handled by ******* ********** in our corporate Customer Advocacy department.  ******* is working with sales leaders in ******* to determine what transpired at the point of sale.  ******* is also in the process of collecting and reviewing the sales contract, quality assurance checklist and loan closing disclosure documents.  These documents will serve as true evidence of what was agreed upon by both parties on the day that *** and Mrs. ******** decided to purchase additional vacation ownership interests.  *** and Mrs. ******** are encouraged to continue working with ******* in relation to this matter, she may be reached at ************ Monday through Friday from 9:30 AM to 6:00 PM eastern time.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22600955
  
  I am rejecting this response because:

  Although this matter is supposedly being investigated by *******, our issue has not been resolved.  We were misled and coerced into our purchase which was described as an upgrade using equity from our previous purchase.  We very clearly stated we could not afford another separate purchase.  The salespeople blatantly lied to us and tricked us, and we are facing financial hardship because of these fraudulent practices.  Nothing has been resolved with this matter.

   

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

  Business Response

  Date: 01/15/2025

  ***** ********** spoke with the ********** on December 31st and explained that she is working in-between them and the ******* sales office.  A resolution was arranged for the **********, which ***** fully discussed during her conversation.  If *** and Mrs. ******** have any additional questions or concerns they are encouraged to call ***** ********** at ************.

  Customer Answer

  Date: 01/26/2025

  We spoke with ***** **********, and she has folllowed up saying she would get an update on when our buyback paperwork would be sent to us.  We have not yet received an update, but we are hopeful she will contact us soon to let us know that the buyback is still in process.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22600955
  
  I am rejecting this response because we have still not received the paperwork to complete to move on with the buyback of this timeshare.  We were happy to hear that they plan to buy back the purchase, but as of now this situation has not been resolved.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/04/2025

  At this juncture it is appropriate to refer *** and Mrs. ******** back to ***** ********** as she is able to answer any questions about the timing of transactions and personal circumstances related to their concerns.  ***** is easily reached in our corporate Customer *************** Monday through Friday from 9:00 AM to 6:00 PM eastern time at ************.

• Initial Complaint

  Date:11/22/2024

  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 writing to lodge a formal complaint about my experience with Marriott Vacations. As a customer, I am deeply dissatisfied with the service and the reality of timeshare ownership as offered by the company.Upon our initial purchase, we were promised a dream a luxury retirement escape and an investment for our children's future. Unfortunately, the reality has turned out to be drastically different, causing significant strain on our finances and our family. Since our investment, the maintenance fees have almost doubled in less than five years, a financial burden that is increasingly worrying as we approach retirement.Furthermore, we found the sales process to be aggressive and exhausting. We experienced a relentless push from multiple salespeople which created false urgency and led us to feel that we were on the brink of losing a great opportunity.We were led to believe that the value of our timeshare would increase during the COVID-19 pandemic and that we could easily sell back our timeshare to Marriott ************* or others. Regrettably, our attempts to book a vacation were fraught with problems, with no available rooms for our chosen dates and substandard accommodation offered as alternatives.Lastly, due to unforeseen health issues, including my husband's heart condition and my knee issues, we have been forced to reconsider our ability to travel as frequently as we initially planned.Despite the various issues faced and numerous attempts made to cancel our timeshare over the past year, our requests have not been met. We had high hopes for Marriott Vacations and are genuinely disappointed by the experience. We seek your assistance in this matter and hope you will help us resolve this issue.

  Business Response

  Date: 12/04/2024

  In review of *** and Mrs. ******* ownership profile we see that they have entered into six different contractual purchase agreements with our organization since 2019.  Our sales executives provide a professional, informative and low-key overview of the vacation ownership program.  In addition, each new purchase is provided with a 10-day rescission period, during which time they may cancel their new purchase for any reason.  

  *** ***** has enjoyed wonderful usage of his Club Points, redeeming them for stays at: Marriott's Canyon Villas, Marriott's ********************************************************************************************************, Marriott's Crystal Shores and Marriott's Lakeshore Reserve.  He was also able to arrange a tour of **** and the Amalfi Coast using Club Points.

  Maintenance fees are decided by each resorts ***************************** of Directors.  Our resorts did see a significant increase in 2023 and 2024 due to inflation on wages, insurance, utilities and other costs or goods/services required to operate large scale vacation ownership resorts.  Maintenance fee costs were fully disclosed to *** and Mrs. ***** during each of their past purchases, the most recent transaction took place in March of 2023.

  Unfortunately, we are unable to honor *** and Mrs. ******* request to repurchase their Club Points.  While we are very sorry to hear of *** and Mrs. ******* recent medical circumstances, they will remain responsible for the financial aspects of their Club Points and the week that they own at Marriott's Canyon Villas.  *** and Mrs. ***** do have the option to list their ownership interests for sale on the open market for a price that they deem fair and reasonable.  The process is no different than listing a home or any other form of deeded real estate for sale.  They are also welcome to inquire about our deed back program by contacting ************* at ************.  The ************* department hours of operations are Monday through Thursday from 9:00am to 5:00pm and Fridays from 10:00am to 5:00pm.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22593176
  
  I am rejecting this response because: We reject the response from the timeshare. We think they may have us confused with someone else. We still have all our points and the usage listed is not ours. We would like to have this straightened out and have our timeshare cancelled
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/18/2024

  At this juncture we may only reiterate that it is not possible for an owner to simply cancel a legally binding real estate contract after closing.  The Club Points that Mr. ***** owns are considered a form of deeded real estate.  The mortgage must be fully paid before the deed can change hands.  Mr. ***** does have a balance of ***** Club Points that are due to expire on December 31, 2024.  We encourage him to call ************** this week to make arrangements for those points so that he receives some value from his ownership.  The telephone number to ************** is ************.  

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22593176
  
  I am rejecting this response because: I cannot afford to pay off the loan in total at this time. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/29/2025

   At this juncture we may only reiterate that it is not possible for an owner to simply cancel a legally binding real estate contract after closing.  The Club Points that Mr. ***** owns are considered a form of deeded real estate.  The loan must be paid off before the deed can change hands.  ************ is unable to pay off his loan, then he is welcome to list his ownership interests for sale on the open market for a price that he finds fair and reasonable.  The proceeds from the sale may be used towards the payoff of his outstanding loan balance.  The resale process is no different than selling a home or any other form of real estate.

  Customer Answer

  Date: 02/09/2025

  This complaint has not been resolved. Marriott responded by saying we had planned trips in 2026 and 2027 which we did not. Marriott also stated we are behind on our maintenance fees which is also not true. We sent them a copy of the maintenance fees paid over the past 4 years from their own portal. I am adding a copy to this portal also. Please reopen this complaint. We are asking to be completely excused from this timeshare and all payments up to date and have not used any points for vacations.

• Initial Complaint

  Date:11/21/2024

  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 have owned with Marriott ************* (MVC) since 2013. I was at Select Level. I recently purchased an additional ***************************************** to Executive Level. These points were purchased through an external broker & completed a legal closing process. In accordance with the terms, Marriott was paid a transfer fee of $4500 ($750 per Beneficial Interest x 6 Interest) and $95 Right of First Refusal Fee. The 2025 Club Dues for Executive Level is $290. When I received my 2025 Ownership Fees and Dues billing statement the amounts for property tax and operating fees were correct. However, the Club Dues were overstated by $15.45 at $305.45 in lieu of $290. I called about the discrepancy, an advisor couldn't explain the $15.45 amount. He contacted billing. ******* initially claimed my broker should have informed me it was an additional closing cost. I questioned this, *** then claimed that the amount was a transfer fee. I requested documentation & how it was calculated & was informed it didn't exist. They also stated that it was identified as Club Dues as they had no means of billing it separately as a transfer fee. I have concluded this a hidden fee that Marriott is imposing on its members without the proper disclosure or documentation to support it as valid. Neither Marriott customer service or the timeshare broker who has sold numerous MVC Destination points have heard of this uncorroborated additional cost. If this was a legitimate fee, then it should have been identified as a separate line item along with a description and how it was derived. My broker contacted the **** ****************************** and I have an email from the Title Ownership Specialist who stated that they do not know what this extra fee is for.I am still waiting on an explanation of the cost. I am concerned this matter will not be resolved before the my fees are due on12/2/2024. If the $15.45 is not paid, Marriott may deny me access to my 7000 MVC 2025 usage.

  Customer Answer

  Date: 11/21/2024

  I am emailing the BBB Form to ******* ******* at ***************************************

  Customer Answer

  Date: 11/29/2024

  The explanation does not make sense. I was requested by Ms. ******* information to her email address which I did but she never confirmed that she received it. I have added that form.

  There is not any information missing and I didn't duplicate this complaint. This should not have been closed without investigation.  I will mention that BBB in ******* has done this to the ************************ 

   

   

  Business Response

  Date: 12/04/2024

  Our records indicate that this matter has already been resolved by ******* ***** in our corporate Customer Advocacy office.  The $15.45 amount in question has been adjusted off of Ms. ***** account.  ************ has any additional questions, she is encouraged to call ******* directly at ************.

  Customer Answer

  Date: 12/05/2024

   
  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 am thankful for the department at Marriott that help me resolve this but disappointed how Better Business handled this. I have never gotten a request to send documentation outside of in here where my complaint was file. Then ******* ******* wants to act like she didn't receive all the information requested.

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

• Initial Complaint

  Date:11/20/2024

  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.

  On 10/29/2024 I checked into the Marriott ************************************* in *********************. Upon checkout on 11/05/2024, I was presented with a folio that charged my credit card $ ****** for a seven day resort fee. This despite the fact that the resorts own webpage specifically states free internet service is provided and there are NO RESORT FEES.When I contact the Marriott ******************** in *******, Mr. **** ******** told me that was incorrect. His contact information is # ************ and email; ******************************

  Business Response

  Date: 11/26/2024

  The information on the Marriott website is correct for guests who rent directly from Marriott, but this guest did not secure the reservation on the Marriott website. The guest secured the reservation through a third party. When guests book through a third party, they enter into an agreement with the third party, not us as a company. We have no control over this type of agreement, but to avoid issues such as this, we always recommend renting directly from us. Due to the guest entering into and accepting the agreement with a third party, we are declining the request for a refund. 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22579220
  
  I am rejecting this response because: This is NOT stated on Marriott's Web Page for this resort. The Frenchman's Cove Web Page states "No Resort Fees". I think anyone with a brain would be able to comprehend the meaning of that phrase. It's so simple, yet you can see how the timeshare industry tries to foul the public.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to attend a timeshare presentation while at the ********************* on September 17, 2024. I was promised ****** bonvoy points would be posted to my Bonvoy account as a token of appreciation for my time in participating. I sat through a lengthy presentation, I toured a unit, I declined to purchase. I spoke to a manager and refused again. I thanked them and left after a little over 2 hours. I never received the promised points. I have a written receipt dated 9/17/2024, time 8:48:11 TX# ****, clerk- ***** ******. I have called and emailed them several times. Each time they have said that they cannot understand the delay and they will transfer the points. Today they sent me an email saying that they were not going to give me the points at all, as I had just been there to "tag along" with a friend. This is utterly untrue. This amounts to flat out misrepresentation and lying. I have the documentation of the promised points. Marriott should be embarrassed by this type of unethical behavior. I am a lifetime titanium member with ****** and have always respected the brand. After this experience with these unscrupulous individuals, I will be very leery of doing business with them in the future. They should insist that this be rectified.

  Customer Answer

  Date: 11/19/2024

  signed complaint

  Business Response

  Date: 12/04/2024

  Sent: Wednesday, December 4, 2024 4:02 PM
  To: *****************************************
  Subject: MVW Customer Advocacy
  
  Good afternoon,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau.  I appreciate this opportunity to respond on behalf of the ******************** brand.
  
  I apologize for the misunderstanding in relation to receiving ****** Bonvoy points as a thank you for participating in a sales preview at The ********************  I am happy to rectify this matter for you.  Please provide me with your 9-digit Bonvoy number and I will gladly add those points to your account.
  
  I look forward to hearing from you soon.
  
  Kind regards,
  
  
  
  MARRIOTT VACATIONS WORLDWIDE

• Initial Complaint

  Date:11/18/2024

  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 situation with Marriott has become unbearable. Since my husband passed away in ****** *** been overwhelmed by responsibilities that he used to manage. Before his passing, our payments to Marriott came from Theodores social security check. I now find this financial burden squarely on my shoulders with no way to keep it up. Despite numerous attempts to explain my predicament and trying to amicably request a cancellation of my membership, Marriott has responded with short, cold, scripted messages. I feel helpless and frustrated as I can't afford to use the timeshare anymore. I urgently need your help to cancel the membership and return the timeshare. Im at my wits' end and desperately require a resolution. Your assistance in this matter would mean the world to me. Thank you for understanding and for any help you can provide.

  Business Response

  Date: 12/04/2024

  First, we are so sorry to learn about Mr. *************** recent passing and wish Mrs. ************* the best during this difficult time.

  In review of her account, Mrs. ************* currently owns ******* StarOptions in the Sheraton Flex Program.  Due to her ownership interests being a form of real estate, the mortgage and past due maintenance fees must be fully satisfied before the ownership deed can change hands.  **************************** does offer a deed back program, but in order to qualify no debt can be associated with the ownership interest.  The mortgage and maintenance fees would need to be paid in full.  If that is not an option for Mrs. *************, then she is welcome to list her ownership interests for resale on the external market for a price that she deems fair and appropriate.  The proceeds from the sale can be used to pay off the debts owed.  The process is similar to selling a home, or any other form of deeded real estate.