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

• 

  Marriott Vacations Worldwide

  101 S Atlantic Blvd Fort Lauderdale, FL 33316-1559

• 

  Marriott Vacations Worldwide

  21 S Fort Lauderdale Beach Blvd Fort Lauderdale, FL 33316-1503

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:11/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our efforts to cancel our timeshare ownership have been consistently denied due to an outstanding loan. We find this position unreasonable. As we are actively seeking to exit this agreement, we see no justifiable reason to be forced to pay the loan in full.Additionally, we have been persistently disappointed by the limited availability and inconvenient locations of the resorts. A significant concern has been our inability to book desired trips to locations like ****** without resorting to borrowing against future points. This has severely restricted our ability to enjoy the vacations we were led to believe were accessible.Adding to our frustrations, we have observed a significant increase in maintenance fees over the years. This increase is not reflected in the benefits we receive, which seem to diminish annually. We are obligated to schedule our vacations based on resort availability rather than our own timelines. Our decision to invest in this timeshare was heavily influenced by the aggressive sales tactics of their representative, **** *******, during presentations in August 2018 and July 2021. Ms. ******* oversold the benefits of acquiring more points, portraying an exaggerated picture of what could be achieved, which did not match our experience.Overall, we are deeply dissatisfied with our timeshare ownership, as the benefits have consistently decreased while costs continue to rise.

  Business Response

  Date: 12/03/2024

  We are sorry to learn of Mr. ****** dissatisfaction with the vacation ownership program.  Our records reflect that Mr. **** has been an owner of Club Points since 2013.  He has entered into at least 3 separate sales transactions during his ten years as an owner, which speak to his faith and confidence in the program.  A brief review of Mr. ****** reservation history dispels his comments in relation to program usage.  ******** has successfully redeemed Club Points for several reservations at some fantastic vacation ownership resorts including *************************************, ************* Villas and ******************* (******).  

  Unfortunately, our organization cannot accept a deed back for ownership interests with an outstanding mortgage or maintenance fees.  Mr. **** is responsible for the financial obligations that coincide with his Club Points.  His best option is to list his Club Points for sale on the open market for a price that he deems reasonable. Proceeds from the sale can be used to pay off his outstanding mortgage so that the ownership can change hands.  

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22567628
  
  While I see their acknowledgment of my frustrations, their response does not address my concerns or provide any real solutions.
  First, I want to highlight again the way their sales representatives misled me. Specifically, **** ******* used high-pressure tactics in 2018 and 2021 to convince us to buy more points. She painted an overly positive picture of what the upgrades could offer. We were told getting more points would fix the issues we had with availability and help us secure the vacations we wanted. This hasnt been the case, and weve felt misled every time. Each upgrade has done little to solve our problems, which is very disappointing.
  Marriotts refusal to take back the deed because of an outstanding loan is also unfair. Weve made it clear that we no longer wish to be part of this program, yet Marriott is forcing us to keep paying for something that doesnt deliver what was promised. Pushing us to sell through a third party adds extra stress and still avoids Marriott's responsibility for creating this issue in the first place.
  To be clear, we are not interested in selling through a third party. Marriott is the one that convinced us to buy into this program, and so it is Marriotts responsibility to provide a way for us to exit. Its not right to leave us stuck in a system that has failed us.
  I ask Marriott to reconsider its position and allow us to return our ownership without forcing us to pay off the entire loan first. We arent being unreasonable; we just want a fair resolution to an agreement that has not lived up to expectations.Sincerely,
  
  ******* Real

  Business Response

  Date: 01/13/2025

  At this juncture we may only reiterate that Mr. **** has provided no lucid evidence of malice or misrepresentation of any kind.  As an ethical organization, we will uphold the contract and financing terms that was agreed upon by both parties.  ******** is responsible for the financing arrangements that he agreed to at the time of purchase.  He has also enjoyed successful use of the program well after the upgrade period as explained in our prior response.  We consider this matter closed.

• Initial Complaint

  Date:11/15/2024

  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.

  Our experience with Marriott ************* has been fraught with inconsistencies and a notable lack of transparency. Several months ago we reached out to their company and requested to exit three timeshare contracts we owned. While we were able to successfully cancel two of our fully paid-off Frenchman's Cove weeks contracts, we are now facing significant difficulties with the remaining points contract. The primary issue we face is Marriott *************'s refusal to assist us in exiting this contract because of an outstanding loan balance. It is deeply concerning that there appear to be no viable exit options offered to members with loans still attached to their memberships. This is especially troubling given we were misled by Marriott *************'s sales team, leaving us trapped in a financial obligation we no longer wish to uphold. Recently, our communication with *** ********* in Customer Advocacy proved to be highly frustrating. Mr. ********* bluntly informed us that the timeshare is a luxury product, and since we are in a legally binding contract, we should simply "deal with it." His refusal to offer any assistance or solutions further exemplifies the inadequate support provided by Marriott *************. We have lost any desire to maintain a relationship with Marriott ************* and are seeking an immediate release from the remaining points contract.

  Customer Answer

  Date: 11/25/2024

  Good morning: I am very confused as to why my complaint was closed. I provided sufficient information and have not filed a prior complaint. 

  Business Response

  Date: 12/03/2024

  Our organization has already responded to Mr. ***** on several occasions our position on this matter will not change.

  Mr. ***** currently owns ***** Marriott ************* Points.  The reason the organization cannot accept these points back via our Deed Back Program is because there is a mortgage balance owed on them.  In order to qualify for our Deed Back Program, the ownership interests must have no debt associated with them.  Mr. ***** is welcome to list his Club Points for sale on the open market for a price that he deems fair and reasonable.  The process is no different than listing a home of any other form of real estate for sale.
  
  In response to Mr. ***** allegations of misrepresentation, we have received no complaint from him in our corporate office during the 8 years that he has been a Club Points owner.  Mr. ***** has not provided any clear evidence of being misled during the sales process that took place on June 5, 2017.

  Customer Answer

  Date: 01/09/2025

  We strongly oppose Marriott's denial of our request to exit. ********** provide usage rights, not ownership rights. Unlike real estate, there is no equity or lasting value. We no longer wish to use this, and it is unreasonable to force us to pay for something we dont use or benefit from.  What is so hard about simply taking this back? Our challenge is made worse by extenuating circumstances that we feel should be taken into account. My wife is battling cancer and has severe health issues, which limit her ability to work. Yet, the financial strain of ongoing maintenance fees forces her to maintain an unsustainable work schedule, severely diminishing her quality of life. We also reject the claim that we lack evidence of being misled during the sales process.The presentations are designed to leave no trace of their deceptive practices,relying on verbal promises and omitting critical details. This systemic issue must be addressed. Please reconsider our request, and provide contact information for your corporate office to resolve this matter immediately seeing how our many emails to *************** correspondence with ********* ******,complaint on the **************************, emails to Customer Advocacy,correspondence with *** Filliponne, Florida Attorney General complaint, and complaint to the BBB seem to not count as complaints....

  Customer Answer

  Date: 01/21/2025

  We strongly oppose Marriott's denial of our request to exit. ********** provide usage rights, not ownership rights. Unlike real estate, there is no equity or lasting value. We no longer wish to use this, and it is unreasonable to force us to pay for something we dont use or benefit from.  What is so hard about simply taking this back? Our challenge is made worse by extenuating circumstances that we feel should be taken into account. My wife is battling cancer and has severe health issues, which limit her ability to work. Yet, the financial strain of ongoing maintenance fees forces her to maintain an unsustainable work schedule, severely diminishing her quality of life. We also reject the claim that we lack evidence of being misled during the sales process. The presentations are designed to leave no trace of their deceptive practices, relying on verbal promises and omitting critical details. This systemic issue must be addressed. Please reconsider our request, and provide contact information for your corporate office to resolve this matter immediately seeing how our many emails to *************** correspondence with ********* ******, complaint on the **************************, emails to Customer Advocacy, correspondence with *** Filliponne, Florida Attorney General complaint, and complaint to the BBB seem to not count as complaints....

  Business Response

  Date: 01/22/2025

  The Club Points that Mr. ***** owns are considered a form of deeded real estate with ownership and usage rights to the property.  As explained previously, the reason our organization is unable to simply take back ************** Points is because there is an outstanding mortgage owed on the property.  The mortgage must be satisfied before the deed can change hands.  

  We are very sorry to hear about Mrs. ***** personal medical circumstances.  Unfortunately, our organization does not have a financial or medical hardship assistance program.  Mr. ***** is encouraged to list his Club Points for sale on the open market, the proceeds from which can be used to pay off his mortgage obligation.    

  Customer Answer

  Date: 02/03/2025

  I received word that my complaint was closed. Please re-open. I have the following as rebuttal: 

   

  I cant believe you are still refusing to take back our timeshare due to the mortgage. This policy just feels like an excuse to prolong financial strain on people like ***** wife has faced severe medical challenges over the past decade, including knee replacements, spinal surgery, and now breast cancer. She cannot continue working her current schedule, but feels forced to in order to attempt to cover the rising fees we owe. We are appalled that a company like Marriott does not have a program or assistance in place to help owners in situations like ours.Suggesting we resell it ourselves is just dismissive and unrealisticwhat makes you think we have the expertise for something like that? You need to reconsider and make an exception given our circumstances. Please escalate this matter to someone who can provide a compassionate resolution.

• Initial Complaint

  Date:11/15/2024

  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.

  We attended a sales meeting at Marriott Sales Gallery in *************** about a timeshare on 10/26/24 while on vacation at Marriott Beach Towers. The offer seemed interesting and we agreed to purchase the abound 2000 point package that same day. They told us about the 10-day rescission period; however, they misled us by saying we had plenty of time to decide if this is for us. They led us to believe the 10-day rescission period started on the day of closing on 11/20/24 which has not happened yet. As you can see, close on the 20th, 10 days later you get your points on December 1st. Although the disclosure for the rescission period is in the contract, there is no specific date to cancel. FL is different than regular real estate rescission period and they know that! Our sales person said she used to be a realtor. They then give you your documents on a flash drive and know we would not be back in time to review the documents if you decide to cancel. When we did try to cancel, they give is number that lead to voicemails with no greeting. I got a text to call someone else. When we did get someone, we just got passed on to someone else. The 4th call brought us back to the sales representative who just said there is nothing they can do. We also tried the email in the contract to cancel and we have received no response. We have not closed yet and have no information on what we purchased so we cannot comment on that yet. We just decided it was not for us and all we wanted to do was cancel and now we have been ghosted. This is an aggressive, misleading and dishonest process. We just want to cancel before the closing on 11/20/2024. We do not want to hear how sorry the company is, this is a deceptive practice. The **** should be aware of this problem, worse than a mortgage closing.

  Business Response

  Date: 12/04/2024

  This matter was resolved on November 19, 2024.  On the same day Mr. ******** was sent a letter from our corporate Customer ***************.  *************** has further questions; he is welcome to call the corporate Customer *************** at ************.

  Customer Answer

  Date: 12/06/2024

   
  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 attached a copy of the cancellation letter and refund receipt.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/14/2024

  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.

  Our journey with Marriott ************* began with a high-pressure sales presentation conducted by the team at *********************************. Despite assurances of a no-pressure environment, we felt compelled to make an immediate decision to avoid losing out on the incentives and points promised. The sales pitch highlighted the flexibility and ease of using our timeshare points for accommodations, including exchanges for 7-night getaways, which initially seemed very appealing. However, the reality has been far from what was promised. We have encountered numerous obstacles in utilizing our timeshare effectively, particularly with additional programs like the Interval program, which have proven to be cumbersome and fraught with lengthy waiting periods and reservation uncertainties. Promises such as adding family members to the contract, exchanging points with ********************, and stable *** **** have not been fulfilled as expected. Despite our attempts to communicate and resolve these issues with various departments at Marriott, we have consistently encountered barriers that prevent us from making the most of our ownership. The financial strain and emotional distress from this situation have been overwhelming. Given the significant impact on our quality of life, we are seeking a full refund of the $22,713 we paid to Marriott *************. Although we have fully paid off our contract, the inability to utilize our timeshare as promised has been a substantial burden. Initially, we had positive experiences with Marriott hotels, enjoying stays at properties like Sheraton Vistana during our visits to *********************. It's disheartening to see such a ***** contrast in our experience with Marriott *************. We urge you to support our request for a refund due to the misrepresented information, unmet expectations, and the considerable emotional and financial burden this ownership has placed upon us.

  Business Response

  Date: 11/26/2024

  We are sorry to hear of *** and Mrs. ***** dissatisfaction surrounding their February 2024 purchase of a Sheraton Flex vacation package.  We extend our sincere apologies that they felt pressured into purchasing and any obstacles in using their ownership.

  
  As we take the owners concerns seriously and therefore immediately retrieved documents associated with their purchase.  A thorough review confirmed their signed agreement to the purchase terms, disclosures, and reservation use rules.
  Further, the owners were afforded a 10-day period of rescission allowing the opportunity to review the documents and ensure they fell in line with their understanding of the purchase. As no cancellation was made within the rescission period, the sale proceeded as agreed and closed.
  

  We do reflect the owners communication with ***** ******,Customer Advocacy Manager, in September 2024, regarding their ownership wherein ***** provided instruction to the owners for an ********************** week deposit from sales (valid for one year from deposit).
  If the owners wish to have the ********************** week deposit, we would be pleased to have sales deposit said week into their ********************** account on their behalf.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22558297
  
  I am rejecting this response because:

  While we acknowledge your effort to address our concerns, we remain deeply dissatisfied and confused as to why your company refuses to refund the $22,713 we invested. Our primary request is straightforward: the termination of our account and a full refund of the amount we paid. We invested in this timeshare based on promises of flexibility, accessibility, and valueexpectations that have not been met. The inability to utilize the timeshare as promised has been a substantial financial and emotional burden for us. Despite our intent to make full use of the ownership, weve faced unrelenting obstacles that have resulted in no return on our significant investment. Put simply, the experience has been far from what was assured to us during the sales process. It is also important to address your characterization of the sales process. To clarify, we were not merely left with the feeling of being pressured; we were pressured into making this purchase. The high-pressure tactics used during the presentation left little opportunity for a clear, informed, and deliberate decision. While we acknowledge that we signed the agreement, the aggressive nature of the sales process impaired our ability to fully understand and evaluate what we were committing to. Referencing the rescission period does not address the lingering impact of the tactics used to secure the sale. The circumstances we experienced at the time did not allow us the clarity or opportunity to act within that period. We are struggling to understand why your company is unwilling to take meaningful responsibility for the misalignment between what was promised and what we have experienced. All we are asking for is to terminate the ownership and recover the $22,713 we paid. This is not an unreasonable request, given the hardship and disappointment this has caused. Please reconsider your position and take action to resolve this matter. We cannot overstate the strain this has put on us, and a swift resolution is needed.
  
  Sincerely,
  
  ***** And ***** ****

  Business Response

  Date: 12/05/2024

  At this juncture we may only reiterate that Mrs. **** has provided no evidence to substantiate her claims.  Our sales executives are trained to provide an informative, professional and low-key overview of the vacation ownership program.  Unfortunately, we are unable to honor Mrs. ****** request to cancel her purchase as the closing has long passed.  We consider this matter closed.

• Initial Complaint

  Date:11/14/2024

  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.

  Despite our numerous attempts to resolve this directly with Marriott, we have encountered a lack of cooperation and options from their representatives on canceling this timeshare. We have been in contact with a representative from Marriott, ******* *****, who informed us that cancellation options are unavailable unless our loan is paid in full. This condition is unreasonable, as we are unable to justify continuing payments for a service we wish to terminate. We firmly believe there must be solutions available for owners who have an outstanding loan balance. In over six years, we have managed to use our timeshare only twice due to significant scheduling difficulties. The unavailability of locations during our available dates, combined with our inability to book more than six months in advance, has rendered our timeshare practically unusable. The rare locations we managed to secure were not of the quality expected or comparable to what we could have independently booked.Our initial agreement was based on promises made during the sales presentation by **** ****, who failed to disclose critical information. Key aspects such as the exit options, length of the commitment, the true availability of locations, the necessary notice for bookings, and the actual luxury level of the properties were misrepresented. This lack of transparency has left us disillusioned and financially burdened, significantly impacting our plans for retirement.

  Customer Answer

  Date: 12/13/2024

  Please see attached response per your request. I was not as timely as I should have been with this hopefully the case can be reopened.

  Thank you so much for your help with this matter it is greatly appreciated. 

  ****** ********

  Business Response

  Date: 12/19/2024

  Mrs. Lepinksi's concerns were addressed by the corporate Customer ******************* in October.  Mrs. ******** received complete disclosure about the vacation ownership program including a copy of the reservation procedure, resort locations and resale disclosure.  At this juncture we may only reiterate that the organization is unable to repurchase ******************** Points, she is responsible for the mortgage balance, which must be paid before the deed can change hands.  Mrs. ******** is welcome to list her Club Points for sale on the external market, the proceeds from which can be used to pay off her mortgage note.  The resale process is similar to selling a home or any other form of deeded real estate.  

  Lack of availability is not a justifiable reason to cancel a legally binding real estate contract.  The corporate office has offered to personally assist Mrs. ******** with future reservations, to which she declined the assistance.  

• Initial Complaint

  Date:11/08/2024

  Type:Billing 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.

  On 9-11-2024 - I purchased more Marriott Vacation Points I signed approval for Marriott to auto bill my Chase **** card for $370.61 a month starting Oct 2024 On Oct 29_2024 Marriott billed the $370.61 which was OK.However on Oct 29_2024 Marriott Finance also billed 2 other amounts that were Not Authorized:1) $445.58 and 2) $374.41.I have called and emailed Marriott ********************** several times. They cannot tell me what these charges of $445.58 and $374.41 are for. I keep getting the run-around. I did not auth these charges to my Chase **** Card. These charges need to be removed from my **** credit account.Please help.Thank you,*******************************

  Customer Answer

  Date: 11/22/2024

  I do not understand and or agree with your response. How can you close my COMPLAINT ID # ******** without talking to me? 

  1) How is this a duplicate complaint? Where is the duplicate complaint?

  2) What other information do you need? 

  3) What inappropriate language did my complaint have? 

  4) What about my complaint was illegible? What could you not read? 

  5) What necessary information did you need?

  6) My Complaint was filed against Marriott Time Share where I purchased the ******** Points. Who should the complaint be filed against? 

  Per attached doc I only authorized Marriott to charge my **** BONVOY Card for $370.61. The charges of $445.58 and $374.51 were never authorized to charge my **** Card and should be reversed. 

  Thank you for your help in this matter.

  ******* Santiago 

  ************************ / Cell ************

  Business Response

  Date: 12/04/2024

  
  Sent: Wednesday, December 4, 2024 9:46 AM
  To: ************************
  Subject: MVW Customer Advocacy
  
  Good morning Ms. ****************** am in receipt of your complaint filed with the Better Business Bureau.  I appreciate this opportunity to respond on behalf of Marriott *************.
  
  I understand that you recently acquired ***** more Club Points.  Thank you for your loyalty to the ************* program.  I also see that you purchased a promotional package on the same day.  With that in mind, I have reached out to the appropriate managers in both our ************************* and ************************** to see if they can help us understand what the October 29th charges in the amounts of $445.58 and $374.41 are for.  Rest assured if we made an error, I will make sure it gets corrected for you. 
  
  I will follow up with you just as soon as I receive more information.
  
  Kind regards,
  
  
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer Answer

  Date: 12/04/2024

  I received below email Dec 4_2024-----This matter is resolved. OK to close.

  ==================================================================

  
  *********, *** (MVCI) 
  From:***************************************
  To:************************
  
  Wed, Dec 4 at 6:57 AM
  
  
  Good morning Mrs. ******************* follow up to my initial reply below, I just received a response from our financial services office.  ****************** acknowledged an error being made with the reoccurring draft to your credit card.  Both amounts were refunded on November 22nd.  A manager from ****************** spoke with you regarding this matter on November 26th regarding the same.  Please let me know if further assistance is needed.
  
  Kind regards,
  
  MARRIOTT VACATIONS WORLDWIDE
  *** *********
  AVP, Customer Advocacy
  customer Advocacy
  
  T ************
  
  ****************************************************************

  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 received below email Dec 4_2024-----This matter is resolved. OK to close.
  
  ==================================================================
  
  
  *********, *** (MVCI) 
  From:***************************************
  To:************************
  
  Wed, Dec 4 at 6:57 AM
  
  
  Good morning Mrs. ******************* follow up to my initial reply below, I just received a response from our financial services office.  ****************** acknowledged an error being made with the reoccurring draft to your credit card.  Both amounts were refunded on November 22nd.  A manager from ****************** spoke with you regarding this matter on November 26th regarding the same.  Please let me know if further assistance is needed.
  
  Kind regards,
  
  MARRIOTT VACATIONS WORLDWIDE
  *** *********
  AVP, Customer Advocacy
  customer Advocacy
  
  T ************
  
  ************************************************************************
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/06/2024

  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.

  We are **** and ****** *****, and our lives have been filled with battles both on and off the field. As a 100% disabled Army vet, I bear the burden of PTSD and Traumatic Brain Injury from my service in ****. My wife bravely fought breast cancer and now faces autoimmune complications. These health challenges require specific accommodations, but Marriott has only added to our financial and emotional burdens.We are consistently disappointed with Marriott's service over the years. Despite shelling out $15,500 a year on this timeshare, our experiences have been unsatisfactory. This isnt just a poor investment; its a company exploiting our vulnerability. We disclosed our health and financial issues to the sales staff, hoping for understanding, but were met with relentless sales pitches and insensitive refusals to our exit requests. Each visit leads us to more sales pitches for more property points, promising better accommodations. After giving in to the upgrade meetings, we have seen no improvement. We are repeatedly denied the services we paid for. Our preferred times and locations are never available, forcing us to use Air B&B at our own expense. We even faced inadequate accommodations during our Marriott stay, resulting in using a rollaway *******, when we try to exit the timeshare due to our mounting bills and dissatisfaction, we receive dismissive template responses saying we cant due to an outstanding loan. Were advised to sell the timeshare ourselves, but that feels impractical given our situation. We urge the BBB, dedicated to fostering trust and integrity, to help us find a resolution. We seek not just cancellation but a refund and restoration of faith in corporate empathy and honesty. Businesses should prioritize their customers welfare and trust, especially those who have sacrificed so much for our country.

  Business Response

  Date: 12/05/2024

  We are very sorry to learn of *** and Mrs. ***** current medical and financial situation.  We wish both of them well during this difficult time and hope that their personal conditions improve in the near term.  We also thank *** ***** for his service to our country's military.

  In review of their ownership profile, we see that *** and Mrs. ***** have acquired ***** Club Points in the Marriott ************* vacation ownership program.  These points were not acquired all at once, but throughout the years starting in 2017, then 2019, with their final purchase taking place in 2023.  

  From a usage perspective, a brief review of their stay history reflects great success in making reservations and occupying them for personal vacation enjoyment.  *** and. Mrs. ***** have redeemed their Club Points for reservations at Marriott ************, *******************************************************************

  While we are sympathetic to *** and Mrs. ***** personal circumstances, the organization is unable to repurchase Club Points on request.  We currently do not have an active repurchase or listing campaign for Club Points.  If *** and Mrs. ***** goal is to relinquish ownership of their interests, and reduce their annual expenses, then the best option is to list their Club Points for sale on the open market for a price that they deem fair and reasonable.  The process is no different then listing a home or any other form of real estate.

• Initial Complaint

  Date:11/06/2024

  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.

  We are submitting a complaint against Marriott ************* regarding several issues that have arisen since our purchase of a timeshare. During the sales presentation, we were assured that booking stays would be straightforward, with no blackout dates. The representatives demonstrated the booking process on a website that was purportedly available to us as owners, showcasing a wide variety of resorts worldwide. However, this was misleading. The website we have access to is not the same, and we have been consistently unable to find any available dates at any resort, rendering our points useless. We have encountered persistent problems with accessing the online portal for making payments. On numerous occasions, the system has been down, preventing us from making timely payments, which has led to unjust late fees. When we reached out to Marriott's ************* to terminate our contract, we were initially told we could sell our points or deed them back without compensation. However, after opting to deed back, we were then informed that the mortgage loan must be paid off first. The financial burden of this unusable timeshare is significant. The monthly payments and annual maintenance fees are draining resources that could otherwise be used for actual travel experiences with our family. This situation is particularly disappointing given our over 20 years of loyalty to Marriott, consistently choosing their hotels for both professional and personal travel, and even using the Marriott credit card. Due to these issues, we need to terminate our timeshare contract and request a full refund of all the money we have invested. It is unreasonable for us to continue paying for a service that we have never been able to utilize.

  Business Response

  Date: 12/03/2024

  Ms. ********** concerns have been addressed by ******* ***** of our corporate Customer Advocacy office.  Owners are able to make reservations up to 12 months in advance and they are honored on a first come, first served basis.  The owners website is functioning as it should; however, if a temporary outage is underway while Ms. ******** is attempting to make reservations or pay her loan or maintenance fees, then she has the option to contact ************** at ************.  With more than 90 vacation ownership resorts and hundreds of additional travel options, we may assure Ms. ********** decision to join Marriott ************* was a good choice.  Our ************** are experts at helping vacation dreams become a reality.  

  Unfortunately, we do not have an exit option for owners with an active mortgage as the debt must be satisfied before the deed can change hands.  The process of selling Club Points is no different than selling a home or any other form of deeded real estate.  Ms. ******** does have the option to list her Club Points on the external market for a price that she deems fair and reasonable.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22523059
  
  I am rejecting this response because: this is false. We have tried for months and months to use the website and reserve time with Marriott ************* and every time, no matter how far out we tried to book, there was no availability. We searched open dates and open locations, on several different occasions, with no open times to use what we are paying for. We have reached out several times to bring this to Marriott's attention. There has never been an open time at any location we have looked into for almost a year before we started to look to Marriott to get us out of the time share. We were shown a different website at the sales meeting where they asked us 'where do you want to go'? Pick anywhere. And each time they would pull up the location with open dates. When we got home and started looking, it was a different experience with no availability. We were also told at the sales meeting, when we asked directly, that if we changed our mind they had a whole department to help us get out of the timeshare and it would be super simple. We would've loved to have a good experience so we could use what we paid for. That just wasn't the case. 
  
  Sincerely,
  
  **** And ******** ********

  Business Response

  Date: 12/05/2024

  At this juncture we may only reiterate that the organization is unable to repurchase *** and Mrs. ********** ownership interests based upon a lack of availability. *** and Mrs. ******** are welcome to contact ******* directly and she will gladly assist them with their next reservation request, subject to availability.  Peak travel times at our most popular locations may require advanced planning 12 to 13 months in advance.  While reservations are never guaranteed, we are very confident that a suitable vacation option is available for *** and Mrs. *************** The contact number for our corporate Customer *************** where ******* can be reached is ************.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22523059
  
  Were disappointed. Your reply brushes aside our main concern and doesnt offer any real solution to our problem. To be clear, were not interested in using the timeshare. Offering help with future reservations doesnt solve anything for us because were past the point of wanting to make use of it. We need to get out of this, and we need to do it now. This situation has become a huge stress for us, both personally and financially, and we cant keep carrying it. You said you cant buy back our ownership because of lack of availability, but that excuse doesnt add up. A company as big and experienced as Marriott surely has options. If you cant buy it back, why cant you just take it back, sell it to someone else, and even make a profit in the process? That seems like a win-win for everyone involved. This isnt an unreasonable request. Were just asking for an exitplain and simple. Telling us to plan a trip or use the timeshare subject to availability isnt helpful and doesnt address what were actually asking for. Were asking you to take another look at this situation and help us find a way out of this. We dont want to keep going in circles, and wed appreciate a solution that actually works for us. 
  
  Sincerely,
  
  **** And ******** ********

  Business Response

  Date: 12/16/2024

  At this juncture we may only reiterate that we are unable to take back *** and ******************** Points due to the mortgage balance associated.  It is the owners responsibility to pay off their mortgage.  Again, *** and Mrs. ********* are welcome to sell their Club Points on the open market in order to satisfy the debts that is currently owed on the property.  

• Initial Complaint

  Date:11/03/2024

  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 contacting you regarding the take back of a timeshare property I own in the ******* (***************** at ********) through Vistana Signature Experiences. I have encountered significant difficulties with Vistana regarding my property agreement with **********. Unlike previous contracts that I have had with Vistana that were amicably resolved, this experience has been fraught with frustration due to a lack of cooperation and unclear reasoning behind their decisions. Recently, Vistana unilaterally reclaimed one of my weeks (a 2 bedroom timeshare at **********) for inventory demand, disregarding my valid concerns and leaving me tied to the company with remaining obligations. That obligation is a one bedroom Harborside at ******** week that I still own. This selective action implies that they could reclaim additional weeks, reflecting a disregard for owner experiences and prioritizing their gain. I urge an investigation into Vistana's practices and seek the cancellation of my remaining one bedroom timeshare contract in order to resolve this issue.Thank you,******** *****

  Business Response

  Date: 11/13/2024

  Mrs. ***** has received a response to this concern from ***** ****** of our corporate Customer Advocacy office.  At this juncture we may only reiterate that our organization does not currently offer any sort of deed back program or exit option for 1-bedroom villas at ***************** at ********. Mrs. ***** is welcome to sell her ownership interest on the external market for a price that she deems fair and reasonable.

• Initial Complaint

  Date:10/28/2024

  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 reaching out to express my deep frustration with the inadequate business practices of my Marriott timeshare membership. Despite numerous attempts to resolve my issues through their ************** and ************************** Ive been left without any effective solutions. Marriott insists on the unreasonable demand that I have to pay off the remaining loan for a timeshare I no longer utilize, which places an unsustainable financial strain on me. This situation is awful, and the lack of support from Marriott's employees is deeply concerning. I am at my wit's end and desperately need your help in mediating this matter to find a fair resolution. The financial burden is unbearable, and immediate intervention is necessary to address this unfair and inflexible policy.

  Customer Answer

  Date: 11/05/2024

   This part is what you were only asking for it must of been chopped off when I sent it. 

   

   

  Thank you, 

   

  ****** Rini 

  Customer Answer

  Date: 11/05/2024

  THis is the whole Letter I sent . Most of the information is at the bottom of the page. 

  Business Response

  Date: 11/12/2024

  In review of Ms. ****** account we see that she acquired ***** Club Points in the Marriott ************* Destinations program on November 25, 2023.  This purchase closed on December 13, 2023.  Unfortunately, it is not possible to cancel a legally binding real estate transaction after the closing has occurred.  Ms. **** should understand that her Club Points are considered a form of deeded real estate, complete with a mortgage note.  Her mortgage must be satisfied before the ownership can change hands.  Ms. **** is welcome to list her Club Points for sale on the external market for a price that she deems fair and reasonable.  The process is no different then listing a home or any other form of deeded real estate.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22477336
  
  I am rejecting this response because: We are reaching out with urgency and decisiveness. We have made it abundantly clear that we do not wish to retain our Marriott timeshare. The constraints and complexities involved make it impossible for us to sell it independently. The annual escalation of maintenance fees is unsustainable and unacceptable, burdening us further with each passing year. We demand you take immediate action to take back this timeshare. Facilitate its sale or transfer, as we are willing to cooperate with any necessary steps on your end. It is imperative that you address this matter without delay.
  
  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 11/21/2024

  Our organization has addressed this matter in a timely and effective manner.  At this juncture we may only reiterate that the organization is unable to cancel a legally binding real estate contract.

  Maintenance fees are determined annually by each resorts **********************************  ***************** which is partially made up of owners, does the utmost to keep maintenance fees at a reasonable level.  This year the increase is minimal and in line with inflation.  Maintenance fees are a necessary part of the vacation ownership program as those funds are used to offset the operational expenses required to run a large-scale resort.  Maintenance fees pay for the resorts utilities, landscaping, activities, housekeeping, etc.  A portion of the annual maintenance fees are also held in reserve to fund larger renovation projects that are required a 5 to 10 years.

  Customer Answer

  Date: 12/13/2024

  Sorry I just saw this. WE have been out of town since Thanksgiving. Please reopen our case!