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:10/25/2024

  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 am writing to formally lodge a complaint against Marriott concerning their unsatisfactory handling of my timeshare cancellation requests and unfulfilled promises. Despite reaching out to their Customer Service, Customer Advocacy, *************** and ************* for a total of four times, my attempts to communicate have been completely ignored, leaving me greatly aggravated with their customer service. Moreover, what was promised during the timeshare presentation has not been delivered. Guarantees of decreased maintenance fees through combining them with another timeshare have not materialized. Access to the promised resorts is non-existent, contrary to the assurances given. The signing process was rushed, which prohibited a thorough review of the agreement, trapping us in an undesirable commitment. Our efforts over the last four months to express our desire to cancel via email have similarly been disregarded, further aggravating the situation.

  Business Response

  Date: 11/13/2024

  Mr. ****** currently owns one week at Marriott's Cypress Harbour and ***** Club Points.  ************* is interested in deeding back his Cypress Harbour interest to the organization, then he is welcome to speak with our ************************ at ************.  Unfortunately, we do not have any sort of repurchase program for Club Points.  The mortgage associated with ***************** Points must be satisfied before the ownership interest can change hands.  Mr. ****** can sell his Club Points on the external market for a price that he deems fair and reasonable.  The process is similar to selling a home or any other form of deeded real estate.  

• Initial Complaint

  Date:10/24/2024

  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 would like to file a complaint for $1158.25 debit card claim against MARRIOTT OCEAN POINTE and how the following situation was handled by Marriot customer service. I booked Marriot Ocean Point through the app Bonvoy but due to Hurricane ****** same time I was unable to make it. I did inform the Hotel and ******************************* service that I will not be able to make it due to evacuation orders in ******* which is on my way to *******. BonVoy did email Marriott Ocean Pointe and advised them to refund my money due to the Hurricane however Marriott Ocean also denied their request requesting refund but said they will credit my account.I spoke to ***** who works at the local office on the phone she advised me that I can reschedule and I clearly asked her if prices changes what would happen and she informed me if I rebook months out she cant guarantee but if I was to rebook within next few months I would get the same rate etc however when I tried to rebook in Nov (Next month) $300 price diff and I was informed by ***** (employee) that I had to pay the diff. I am extremely disappointed how this situation has been handled by Marriott due to natural disaster. Thank you..

  Business Response

  Date: 10/29/2024

  In review of Ms. ********** reservation history, we see that her original stay was booked at the Advance Pay, non-refundable rate.  Travel protection is offered for all rental reservations through the Bonvoy app and on the Marriott website to protect guests against unforeseen circumstances such has hurricanes.  Ocean Pointe was open and honoring reservations throughout Hurricane ******.  As a one-time courtesy, the resorts front office leadership team offered to allow Ms. ******** to reschedule her stay, using the proceeds paid towards her Advance Pay reservation as a deposit.  Ms. ******** was explained that if there was a difference in rate, she would be responsible for making up that difference.  Our corporate Customer *************** has reviewed this matter and determined that the resorts management team has gone above and beyond to resolve this matter for Ms. ***************

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22471274
  
  I am rejecting this response because:I do not agree with the statement that Marriott's *********************** team has gone above and beyond to resolve this matter for me.  I have been a long term Marriott Bonvoy Member with Elite Level: Gold Elite. I booked over 10 stays with Marriott alone this year. I have never had no show with Marriott per my record therefore I  felt pretty confident to pre-book with Marriott's Ocean Pointe (on September 23).However, hurricanes (natural disasters) are not something we have any control over. I was very excited for my trip to ******* and it was mostly going to be my last trip before end of the year (due to Holidays starting it was probably going to be hard to take time off work etc). Hotel reservation info: Arrival Date : October 11, 2024 and Departure Date : October 14, 2024. I had to drive from ******** to *******. During first week of Oct I started to inform both BonVoy (I had booked the hotel through their aap) and Marriott's ************ that my travel does not seem possible due to timing of Hurricane ******. I was advised by ****** to contact Marriott's ************ since they charged my card. When I initially contacted Marriott's Ocean Pointe and explained my situation at the front desk person who initially answered was extremely unprofessional and didnt even care to understand my situation later she transferred me to management and I spoke  ******. ****** appeared to be very understanding and advised me to call her back on Tuesday Oct 8  because we would have better info regarding the situation with Hurricane ******. She also provided me her direct number and  advised me if I had to cancel due to the hurricane she would allow me to re-book.I clearly asked her on the phone what if rates change etc. She verbally confirmed me that as long as I book few months out she would allow same rate etc but if I book far out she cant promise it would be the same rate. I called  ****** the following week she and left voicemails she never answered my calls or called me back. I again called BonVoy and provided them with the update and ****** advised me that they are even having hard time getting hold of the management at Marriott's ************ after many tries. ****** even told me they have requested my refund 3X and Marriott's Ocean Pointe has denied the request.  On Oct 8 BonVoy sent email to Marriott's Ocean Pointe ********************************** and cc me on the email also requesting refund and email clearly stated Issue Notes: guest has to drive to property but ******* is under evacuation order and she cant drive threw it can we cancel at no cost to guest, did try to talk to manger no answer which I have attached to uploaded docs. No response from ******.Oct 8 late evening, I got text from ***** that he would be willing to allow me credit. I asked me so I can rebook same room for 3 nights and he advised that is finehe never mentioned anything about price change up or down. It sounded like equal exchange kinda situation.  I told ***** I wanted him to send me email regarding credit in writing so I have for the record. On Oct 13 I emailed ***** and advised him that I am willing to re-book Nov 14 to 17 (same style room and 3 nights). He advised me to go the app and book. When I tried to rebook the price had increased by over $300!!! I emailed ***** and asked him how to go about it and his response was More than likely there will be a price increase because it is in November.  Whatever the price differences, your credit would go against, and you would just have to pay the difference at check out. at this point I personally lost trust with Marriott's ************ management team and demanded refund.. ***** never replied to refund request email.. I do not feel comfortable  trying to rebook with them as I am afraid I will show up and they would demand me to pay not just the huge difference in price) which I was clearly informed I didnt have to pay if I rebook within next few months) but even full amount because when I tried to make reservations it shows full . This whole situation has been extremely stressful due to how Marriott's ************ management team has handled this situation which was completely out of my control. 
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 11/02/2024

  Hello,Can you please get confirmation from hotel that my hotel room for nights was left vacant or they needed up rebooking my room??? My reservation was canceled by hotel management ***** I have  feeling they were able to rebook my room to another party and also refusing my refund when I asked them this they refused to answer. Thank you 

  Business Response

  Date: 11/05/2024

  Marriott ************* resorts are managed very differently than a hotel.  Marriott's ************ is a vacation ownership property and the villas there are owned by individuals who hold a deed to the villa.  Whenever a villa is rented, the owner receives proceeds from that transaction.  This is just one of the reasons why we must hold firm to the rental reservation rules.  Reservations are not managed at the property level at any of our vacation ownership resorts.  The resolution offered to the Musarrat party is extremely fair and reasonable.  We consider this matter closed.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22471274
  
  I am rejecting this response because: I want in writing: ***** long will my credit will be valid with marriot timeframe? 2. I was advised to book online through BonVoY app  but when I do that full payment appears if I rebook same price range is there someone I can email and get confirmation that I will not be fully charged upon my arrival??? I want thsi in writing before my arrival in case I have any issues at the front desk I want to be able to present that letting in writing
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 11/06/2024

  To  Marriott's Ocean Pointe, can I use my credit for Dec 6, Dec 7 and Dec 8? Same room as before. Guest room, 1 King, Sofa bed,Oceanfront, Balconyapp is currently showing room available and total cost. Same style pay: Member Rate Prepay Dec 6 for $358 Dec 7  for $358 and Dec 8 for $335= Total $1,187.63 ( I can pay difference $26.75??? Thank you 

  Customer Answer

  Date: 11/06/2024

  ..

  Customer Answer

  Date: 11/08/2024

  Issue has been resolved. Thank you 

• Initial Complaint

  Date:10/16/2024

  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.

  In late June 2024, my husband and I visited the ************, SC Marriott and attended their sales promotion for the vacation club. Our salesperson assured us that we were not buying a time share. Since my husband ***** travels extensively and is a Marriott Bonvoy member, we felt comfortable that this vacation program was not a scam and had a chance of being a good program. We didnt know that this vacation club is not affiliated with Marriott. We signed up, paid the payment and were told that anytime, if we decided that this program was not for us, Marriott would buy this back from us and that it was easy to book reservation, just call the call 800 number and book the next vacation.I did not get automatically registered for ****** membership, nor received points, When asked, They said It would take months to get set up. We had no account number to do anything with our membership until August 7th, 2024 when a manager replied to our e mail and gave us our account number. In July, we started receiving many documents that we are a time share owner in State of *******. We never visited *******.. So confused. No e mails or phone calls as to how to use this program. No welcoming e mail or letters, no account numbers. NOTHING. Called the sales man and asked if he provide me with the direct phone and physical address of the ************, ** where we signed up. He said; Go look it up and ****** it yourself. SHOCKING!The only time we heard from Marriott was to collect dues and loan papers.*****, my husband set up his on line account in October and called to make trip plans. Each time the site showed no availability and Error message show up on the screen that the site was not available. We couldnt make trip plans even months ahead. Extremely frustrated by being lied to and terrible customer service we received from sales and management of the sales. It took us about 10 hours of work to figure out that we were in trouble with this company and been scammed.

  Customer Answer

  Date: 10/24/2024

  It looks like you guys don't even read consumer's letters. How can you ignore a full page letter saying that nothing was provided. 

  BBB is a useless company. Now we know why people don't even contact you. TOTAL WASTE OF TIME.

  Business Response

  Date: 11/26/2024

  I am sorry to hear this guest feels scammed. The contract for purchase clearly states, in multiple areas, that the guest is purchasing a timeshare. If the guest didnt want to purchase a timeshare, we would have expected them to let us know at that point. Within the contract it also states, I acknowledge that Marriott ************* currently intends to provide a resignation/resale program for ************* Points Owners who wish to exit the program in the future. The resignation/resale program is not guaranteed to occur and may be turned on and off according to business conditions at Marriott *************s sole discretion. I always have the right to sell my interests on the open market or through a third-party resale company. We provide this statement to ensure purchasers know that the resignation/resale option is not guaranteed, but to also ensure they know they can sell externally. 
  
  Regarding securing dates, we encourage owners to secure dates as soon as possible. We have found guests that book at the 12- and 13-month inventory release dates are more likely to secure reservations, which include high demand travel times.
  
  The documents related to the purchase being in *******, is because what you purchased are ************* Points, which are registered in ********
  
  I again apologize for the guest feeling misled, but the full details of the agreement were provided at the time of purchase. The purchaser also had the legally required 10-day rescind period to review the agreement, but didnt exercise the right to cancel within the 10 days. Therefore, we are declining the request to cancel. However, we are more than willing to assist the guest with securing dates. If our offer is of interest, please call the ************************* at ************. 
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22432298
  
  I am rejecting this response because:

  The statement is almost computer generated and we had the same respond from Marriott 4 times exactly as it appears here in the letter. They have lied at the presentation to get people to sign on. 
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 12/02/2024

  At this juncture we may only reiterate that Mrs. *********** received all of the information necessary to make an infomed purchase decision.  We consider this matter closed.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22432298
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:10/15/2024

  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.

  We have been trying to get our timeshare with Marriott canceled but they are making the process more complicated than it needs to be. Our mortgage is completely paid off and we are current on our annual fees as well, but because we banked our points earlier on they wont allow us to exit. We tried to ask them to just reverse the banked points since wont be using them anymore and we were told that there was nothing they could do. We find this ridiculous as we feel that we were misled about the whole ownership and now, instead of doing the proper thing and allowing us to cancel, they are holding on to us.

  Business Response

  Date: 11/13/2024

  Sent: Wednesday, November 13, 2024 9:41 AM
  To: ****************************
  Subject: MVW Executive Office
  
  Good morning Mrs. ****************** have received your complaint filed with the Better Business Bureau.  I appreciate this opportunity to respond on behalf of Marriott *************.
  
  In review of your ownership profile, I understand that you own one week at Marriotts ************* Villas.  This week was traded for ******* Marriott Bonvoy points on June 17, 2024.  The reason we are unable to reverse this transaction is because the points have already posted to your account.  In addition, you have used some of the points. 
  
  **************** does have an ************************ that can assist you with facilitating a deed back for your week; however, since your week has already been used in the 2025 use year the next opportunity that you will have to deed back your week is in the 2026 use year.  You may begin the process now if you wish, understanding that you will be responsible for 2025 maintenance fees because you have already received usage in the form of Marriott Bonvoy points in 2025.  If you would like to request a deed back of your week for 2026,please contact ************* at ************. 
  
  Thank you for contacting the corporate office for Marriott ************* and allowing me this opportunity to address your concern.
  
  Kind regards,
  
  
  MARRIOTT VACATIONS WORLDWIDE
  

• Initial Complaint

  Date:10/15/2024

  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.

  I feel like I was sold on a deal that hasnt lived up to its promises. I'm at a point where I desperately need to get out of this timeshare. Its not just affecting my financesits impacting my health too. If I could be released from this obligation, I could finally focus on securing my financial future, which feels impossible right now with the outrageous bills Im facing for something I cant even use as promised. I have tried time and time again to talk to Marriott directly, but they wont hear it. When I spoke to a sales manager about my situation, his response was just "too bad," making things even more frustrating. Ive reached out to them multiple times since then to express how I feel misled and pressured into this deal, and Ive been upfront about the unexpected maintenance fees.

  Business Response

  Date: 11/13/2024

  In review of Ms. ********** ownership profile, we see that she has entered into two separate Club Points purchases over the past 8 years.  Review of her usage history reflects several past dates reservations at various resorts.  Club Points have also been redeemed for car rental, travel protection and resort credits.  

  Unfortunately, our organization does not sponsor any sort of repurchase option for Club Points owners.  Ms. ******** is welcome to list her Club Points for sale on the open market for a price that she deems fair and reasonable.  The process is no different than selling a home or any other form of deeded real estate.  

• Initial Complaint

  Date:10/08/2024

  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.

  To whom it concerns,We purchased a Flex Program ********** on July 2nd, 2019, at ************ **************. On my loan documents it states this is a 15-year, 180 months ending on July 15th, 2024, with no balloon payment and it does not have a negative amortization feature. I have requested an Amortization Schedule three times in the last 5 months. I received one dated 5/28/2024, one dated 7/1/2024, and finally one dated 9/16/2024. On all three amortization schedules it shows how much goes to principal, how much goes to interest, and it shows remaining balance in 30 days per month.Every month is correct with the principal part increasing, interest decreasing, and the balance decreasing until August 2029 when the distribution of monthly payment when it reverses. It then shows the principal portion decreasing and the interest portion increasing and the balance decreasing more slowly and the number of days of the month ************** can you justify the days in the month increasing from 30 in July 2029 to 31 in August 2029, 32 in September 2029 and continuously increasing finally until 90 days in July 2034. I then have a remaining balance of $23,824.08 on July 15th, 2034, when my loan documents state that the loan will be paid off that date.Will you reply by email , ******************** or by letter how you can justify increasing the days of the month from 30 to 90 days over the length of the loan, Will you please send me an accurate amortization schedule showing 30 days in a month the length of the loan.

  Customer Answer

  Date: 10/16/2024

  I sent the information about my Amortization schedule which shows they increased the days in the month consecutively from 30 days to 90 days from July 15, 2019 until July 15, 2034.  How do you get 90 days in a month which means all my payment will go to interest not principle as it should.  Please explain how this is an invalid claim?

  Business Response

  Date: 11/01/2024

  From: *********, *** (MVCI)
  Sent: Friday, November 1, 2024 10:18 AM
  To: *****************************
  Subject: MVW Customer Advocacy
  
  Good morning Mr. *************** am in receipt of your complaint filed with the Better Business Bureau.  I appreciate this opportunity to respond on behalf of Marriott Vacations Worldwide.
  
  To help you, I reached out to financial services on your behalf to request an updated amortization schedule.  At the time that your initial amortization was requested, financial services was transitioning from legacy Vistana loan systems to MVW applications.  That is the reason why the past amortization schedule was confusing. 
  
  Ive attached an updated amortization schedule based on your current balance.  This amortization shows that because of adjustments made on the account, your loan will payoff in November/December 2033 instead of the scheduled maturity date of July 2034. 
  
  I hope that my efforts have helped put your mind at ease.  Please let me know if you have any additional questions or concerns that I can assist you with.
  
  Kind regards,
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer Answer

  Date: 11/05/2024

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/08/2024

  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 express my profound dissatisfaction with the experience I have had as an owner with Marriott ************** When I first purchased, I was assured by your representatives that this ownership would be profitable and bring in money. Unfortunately, the opposite has occurred, and I find myself having serious financial losses. Despite being current on all my fees and payments, I have encountered an extreme lack of support from Marriott. I have reached out to **** ********* in ************** as well as ************** and ******************* only to be repeatedly told that due to my open loan, no assistance is available. In addition, my attempt to resolve this issue through the ************************** was equally unproductive. Marriotts response simply confirmed that my ownership is deeded real estate, which should, in theory, hold value. Yet this assurance has provided no tangible solution or relief. It is frustrating to be directed back to ************** when they have already been unable to offer any help. This ongoing cycle of ineffective communication and lack of options to cancel my ownership has been deeply disappointing. This complaint is to underline the seriousness of my concerns and prompt meaningful action on Marriotts part.

  Customer Answer

  Date: 10/17/2024

  Hello,

  I received an email stating that my complaint was closed, but I am not sure for what reason. I had returned the completed disclosure form within the 7 days as requested. For your review, it is again attached.

  Can you please let me know what is needed to reopen complaint?

  Thank you,

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

  Business Response

  Date: 11/04/2024

  Our records reflect that Ms. ********* entered into a purchase agreement for ***** Club Points in the Marriott ************* Destinations Program.  At the time of purchase Ms. ********* received a thorough ***************** Checklist, which discloses that her sales executive made no representations about the resale, rental or investment potential of the ownership interests in question. 

  The corporate Customer ******************* has reviewed all of Ms. *********** prior email correspondence with our ************************ and we support the information provided to Ms. ********* up to this point.  

  The Club Points that Ms. ********* purchased are considered to be a form of deeded real estate.  The deed cannot change hands until Ms. ********* sells her ownership interests to a different individual.  The process is similar to selling a home or any other form of deeded real estate.  Unfortunately, the organization does not currently sponsor any sort of listing or direct repurchase program for Club Points. Ms. *********** best option is to list her ownership interests for sale on the open market for a price that she deems fair and reasonable.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22396217
  
  I am rejecting this response because:

  Dear Ms. ******* at the Better Business Bureau,
  

  Thank you for giving us to the opportunity to respond to Marriotts formal response to our complaint. We must express our deep frustration and disappointment with Marriott *************** response to our initial complaint. Their reply seems to disregard the core of our grievances, and we're demanding immediate action and rectification.
  
  We have absolutely no recollection of ever seeing or signing the ***************** checklist document they've referenced. It's crucial that we receive a copy for our review. This seems like something they should easily be able to produce for our review, and we need access to any document that supposedly bears our acknowledgment.
  
  More infuriating is Marriott's assertion that no representations were made about a resale option or that any representations were made about this. This is completely contradictory to the sales presentation, where resale was emphasized as a major selling point. The salesperson detailed how their resale department was a key differentiator from other timeshare companies, making it a pivotal factor in our decision to buy. It's well-known that they have a department dedicated to this, and it's not only referenced during the sales presentation but also easily found on the internet. For Marriott to now act as if this was never discussed is not only misleading but feels like a deliberate attempt to obfuscate the truth.
  
  We feel misled and deceived, left to deal with the aftermath of false promises. It's simply unfathomable that companies can operate with such disregard for their owners and yet face no consequences. We are unequivocally demanding an exit from this agreement, and we need it now. This situation has become intolerable, and it's time for Marriott to make things right.
  
  We're expecting prompt action to resolve this matter.
  
  Thank you for letting us respond. We look forward to hearing back from you and Marriott directly.
  
  ***** *********; *****************************

  **** *********; *******************************

  Business Response

  Date: 11/12/2024

  At this juncture we may only reiterate that *** and Mrs. ********* received all of the information necessary to make an informed purchase decision. We have attached a copy of the purchaser's relevant sales disclosure documents including the mortgage note, closing disclosure documents, receipt for timeshare documents, sales contract and quality assurance checklist.  

  Again, we are unable to assist *** and Mrs. ********* with their request to exit their ownership due to the outstanding loan balance.  Once the loan and maintenance fee accounts are fully satisfied *** and Mrs. ********* are welcome to contact our ************************ to inquire about deed back options.  The alternative is to list their ownership interests for sale on the open market for a price that they deem fair and reasonable.

• Initial Complaint

  Date:10/01/2024

  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.

  I paid the account in full and ********************** will not updated the credit bureau and Marriott is denying my access for the services I paid for. I would a full refund. I can submit proof of others payments I made if needed.

  Customer Answer

  Date: 10/06/2024

  The completed form is attached. 

  Business Response

  Date: 10/30/2024

  Mr. ******** account was forwarded to outside counsel for foreclosure proceedings on June 18, 2024.  The loan account has been past due since November 2023.  ************* services department acknowledges receiving a payment on September 18, 2024; however, this payment was refunded on October 16, 2024, because it was not enough to reinstate the account.  The credit reporting is true and accurate.  The last payment received on Mr. ******** account was November 2, 2023.

  Mr. ****** is encouraged to contact **************************** if he wishes to request a reinstatement quote.  The ownership interests involved are scheduled to go to foreclosure sale on November 22, 2024.  The contact information for **************************** is ************ or email *****************************.  

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22367340
  
  I am rejecting this response because:

  The business did not refund me at all. I paid the account in full and they cashed all my checks. Marriott also will not update my credit report to reflect payments received. Please have them to provided proof that the total amount I paid was refunded. I received $0 refund. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/31/2024

  At this juncture we may only reiterate that a check in the amount of $14,846 was issued to ****** ****** at ****************************************** on October 16th.  The check may still be in route to her residence. 

  If Ms. ****** would like to prevent further foreclosure action, she is encouraged to contact **************************** as explained previously.

  Customer Answer

  Date: 11/01/2024

  The account was paid in full. I did not receive a refund. Please have them to provide proof of refund for the total amount paid. 

  Customer Answer

  Date: 11/01/2024

  I am being penalize because I paid the timeshare off in full. *** want to make money off the interest and they can't make much money because I paid it off in full. I want a FULL refund. I just go off the phone with my bank and have not received and refund nor have I from MVC. 

  Customer Answer

  Date: 11/01/2024

  The company is still trying to collect money from me. Why are they sending me an annual maintenaence bill if they refunded me the money I paid.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22367340
  
  I am rejecting this response because:
  

  I am being penalize because I paid the timeshare off in full. *** want to make money off the interest and they can't make much money because I paid it off in full. I want a FULL refund. I just go off the phone with my bank and have not received and refund nor have I from MVC. 

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

  Customer Answer

  Date: 11/05/2024

  I sent 4 checks that total the total amount due to paid the timeshare off in full. *** cashed all four. If they refunded me please send proof of the refund check. The image of the check and the check reference number. It's 11/5/24, I should have received the refund by now. Why am I paying maintenance fees if they are foreclosing. I paid in full so I am very confused. I provided proof of payment and I need them to provide proof of the refund. That should be easy to obtain. 

  Business Response

  Date: 11/07/2024

  A check in the amount of $14,846 was issued to ****** ****** at ****************************************** on October 16th.  As of today, the check has not been cashed.  ****************** must wait at least 30 days for the check to show uncashed before they will consider creating a new check.  We are currently at 22 days.  Again, if *** or Mrs. ******** intent is to reinstate the account, we encourage contacting **************************** at the telephone number provided previously.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22367340
  
  I am rejecting this response because: In your response, you stated that a refund check had been issued. However, as of today, I have not received any refund, and there is no record of such a transaction in my banking statements.

  I keep requesting that you provide proof of the refund check mentioned in your BBB response and you keep rejecting my request. This could include a copy of the check, a transaction reference number, or any other documentation that confirms the issuance of the refund.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/21/2024

  Our records indicate that the check was received and cashed by Ms. ****** on November 19, 2024.  

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22367340
  
  I am rejecting this response because: I paid off the full balance of my timeshare, but despite this, they refunded partial payment. My payments were not properly applied, and this constitutes fraudulent activity on Marriott part. 

  Given the circumstances, I requested a refund of the full amount I paid toward the timeshare, as the payments were not applied correctly. Immediate cancellation of the timeshare contract due to Marriott's failure to apply my payments as agreed and the resulting fraudulent actions. I request that Marriott will address this matter with fairness if they value their customers. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/23/2024

  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.

  Re: **** RESORTS Fr: ******* **** TOLLIVER **** Resorts are owned by *** ****************************** He is my brother. There is no Intentions or agreement to turn over Well Resorts to Marriott Vacations Worldwide.I ask that all articles reflecting otherwise be ************ ask Marriott Vacations Worldwide to refrain from publishing any further false **************: ******* **** Tolliver ******** Trusts A1 **************************************** Solutions ********************* **********

  Customer Answer

  Date: 09/24/2024

  I have attached authorization letter for BBB to investigate this matter.

  Business Response

  Date: 10/07/2024

  Mr. Toliver, 

  Please have Jim Toliver reach out to us with any question he may have in regard to his ownership. We do not show you as an active party on an ownership. 

  Best regards, 

  Hutch Farrell

  Director, Customer Advocacy 

• Initial Complaint

  Date:09/23/2024

  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.

  I need to file a formal complaint against this company. I fully believe they just promised things that they had no intention of delivering. It was no doubt a bait-and-switch operation from the beginning. They sell a lot of timeshares, but the true availability is quite limited. The salesmen and the whole theatrical experience preyed upon our trust. I would have over $23,000 more money if I didn't have the burden of having to pay for so many units that I could not use. I am not traveling, my children cannot afford ridiculously high airfare to ******************* from their homes, so I simply have no use for these timeshares. Airfare has gotten sky-high, and my children will not be able to afford to maintain these weeks on their income if the timeshare were to fall to them. It would take a huge burden off of my mind and well being if I did not have to worry every year about maintenance fees. I am no longer working, and this timeshare is creating a financial hardship. My husband passed away this year, and I feel like they are trying to take me for all Im worth. What sort of company preys on a widow like this?

  Business Response

  Date: 10/03/2024

  In review of Ms. ******* ownership profile, we see that she owns several weeks at The ************************  The information provided to Ms. ***** from our ************************ is accurate.  It is important that Ms. ***** understands that her ownership interests will not automatically be passed on to her heirs, unless she stipulated so through the estate planning process.  While our organization does not offer an exit option for The Westin Los Cabos, Ms. ***** is welcome to list them for sale on the external market for a price that she deems fair and reasonable.  The process is similar to listing a home or any other form of property.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22325290
  
  I am rejecting this response because: I do not accept Vistanas response. Their suggestion to sell the timeshare on the external market is not acceptable to me. I am not interested in pursuing a sale; instead, I am requesting that their company take back the timeshare and terminate the agreement immediately. As mentioned in my complaint, my decision is based on the concerning and questionable practices I have experienced from the sales team. These practices have left me with a lack of trust in their organization and have led to this decision. I urge Vistana to reconsider their position and facilitate the return and cancellation of my timeshare agreement immediately. 
  
  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 10/24/2024

  Unfortunately, it is not possible to cancel a legally binding real estate contract after a closing has taken place.  At this juncture Ms. ***** has provided no evidence to support her claims.  **************** will not agree to repurchase her ownership interests as there is no valid reason to do so.  

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22325290
  
  I am rejecting this response because: I wholeheartedly reject their half-hearted response. I didn't ask for them to "repurchase" my ownership. I asked for them to take it back as they told me they would do, but are now reneging. I even heard from their agent, Ms. ***** *******, who said she placed me on a list to have my timeshare deeded back to them. She refused to provide an anticipated date of completion, which suggests she was just employing a stalling tactic. Why are they allowed to mistreat people like this? I only want what is fair. They must be held accountable for the promises they have made. What's more, they should be held accountable for installing mechanisms to hold their own agents accountable, to whom they gainfully turn a blind eye.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/20/2024

  At this juncture we may only reiterate that our organization does not offer any sort of exit program for The Westin Los Cabos.  Mrs. ***** was made aware of this while working with ****** ******* in June.  Currently, her only option is to list the ownership interest for sale on the open market as suggested previously.

  Customer Answer

  Date: 11/24/2024

  This is totally unacceptable. It is a shame that you refuse to take accountability to rectify the problem you have created! In the past, you also promised that you were going to be building restaurants, and workout facilities along with ******* units and that was never done. You also promised that I would be able to use my weeks whenever I wanted, but this is simply not true. I trusted you were being honest with each upgrade I made. It was all just a scam. If you had been honest with me and told me that even though I was spending tens of thousands of dollars with you, I still wouldn't be able to go anywhere I wanted anytime I wanted, then I would never have purchased with you to begin with. What you people are doing is sick and utterly condemnable. At this point, I am willing to GIVE my weeks back to you. What more could you ask for? I am not happy, and I refuse to be taken advantage of like this!!!

  Customer Answer

  Date: 11/24/2024

   
  Complaint: 22325290
  
  I am rejecting this response because:This is totally unacceptable. It is a shame that you refuse to take accountability to rectify the problem you have created! In the past, you also promised that you were going to be building restaurants, and workout facilities along with ******* units and that was never done. You also promised that I would be able to use my weeks whenever I wanted, but this is simply not true. I trusted you were being honest with each upgrade I made. It was all just a scam. If you had been honest with me and told me that even though I was spending tens of thousands of dollars with you, I still wouldn't be able to go anywhere I wanted anytime I wanted, then I would never have purchased with you to begin with. What you people are doing is sick and utterly condemnable. At this point, I am willing to GIVE my weeks back to you. What more could you ask for? I am not happy, and I refuse to be taken advantage of like this!!!
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 12/03/2024

  This response was sent 11/24/24; please reopen this matter as it appears this response was not received by BBB

  Complaint: 22325290
  
  I am rejecting this response because:This is totally unacceptable. It is a shame that you refuse to take accountability to rectify the problem you have created! In the past, you also promised that you were going to be building restaurants, and workout facilities along with ******* units and that was never done. You also promised that I would be able to use my weeks whenever I wanted, but this is simply not true. I trusted you were being honest with each upgrade I made. It was all just a scam. If you had been honest with me and told me that even though I was spending tens of thousands of dollars with you, I still wouldn't be able to go anywhere I wanted anytime I wanted, then I would never have purchased with you to begin with. What you people are doing is sick and utterly condemnable. At this point, I am willing to GIVE my weeks back to you. What more could you ask for? I am not happy, and I refuse to be taken advantage of like this!!!
  
  Sincerely,

  **** *****