Business Profile

Vacation Timeshare

Marriott Vacations Worldwide

Headquarters

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Complaints

This profile includes complaints for Marriott Vacations Worldwide's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

335 total complaints in the last 3 years.
119 complaints closed in the last 12 months.

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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:09/18/2024
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 formally express my dissatisfaction with the timeshare I purchased through your company. Since making this purchase, I have incurred significant debt, and I now realize that the decision to enter into this agreement was made under coercion. During the sales process, I was told that this would be a good investment for me and my family, but that has not proven to be true.The terms of the agreement were not explained to me in sufficient detail, and I was unaware of the rescission period at the time of signing. The entire process felt rushed, and I was not given the necessary information to make an informed *********** it stands, I can no longer afford to continue paying the maintenance fees and taxes associated with this timeshare. I am currently working only three days a week, and I have recently suffered a hand injury, which has further affected my financial situation. This purchase has proven to be a burden, not a benefit, for me and my family, and I need to exit this contract.I kindly request that you work with me to terminate this agreement. I look forward to your prompt response and a resolution that relieves me of this financial burden.
Customer Answer
Date: 10/03/2024
Haven't heard from them
Business Response
Date: 03/04/2025
**************** received the same complaint from Mr. ******* via the ********************************** Our response to Mr. ******* is as follows:
Dear Mr. ***************** have received your complaint that was filed with the ********************************* I appreciate this opportunity to respond on behalf of the ********************** brand.

I apologize for your frustration related to your ownership interest at Sheraton Vistana Villages. I reviewed your ownership profile and see that you acquired this week on August 25, 2014.

Our sales executives provide an informative, professional and low-key overview of the vacation ownership program, highlighting the travel benefits that come with being a ********************** owner. The program is not meant to be any sort of financial investment, but rather an investment in quality vacations that last a lifetime. To ensure understanding,owners are asked to read, initial and sign a thorough Purchasers Acknowledgement Checklist. For your convenience I have attached this document for you. Within you agreed that you purchased the week for your personal vacation enjoyment and no representations were made regarding investment potential.

The 10-day rescission period was also disclosed to you in bold, conspicuous font just above the signature line of your Purchase Agreement. I have attached a copy of your origional contract as evidence that the rescission period was fully disclosed at time of purchase.

I am sorry to hear about your current medical and financial circumstances and I hope that your personal situation improves in the near term. Currently you owe a small mortgage balance on your week and approximately $8,800 in maintenance fees. **************** does offer a deed back program as a convenient exit strategy for owners who have enjoyed use of the program for several years but may not have heirs to hand it down to. In order to qualify for the deed back program the mortgage and maintenance fees must be paid in full.

Thank you for contacting the corporate Customer *************** for ********************** and allowing me this opportunity to respond to your concerns.

Kind regards,
Initial Complaint
Date:09/09/2024
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.
Dear BBB staff,I booked Marriott ************** ***, in significant advanced booking. On the day of my traveling, the hotel called me when I was at the airport and informed me they had overbooked and therefore I was without a room. However, they would put me in Springhill next door for free. Note this was a business trip and I had a very important meeting the next day where I had to make a big presentation. My night at Springhill was horrendous. The first room they assigned had an air freshner smell so strong that I could not breathe. The front desk reluctantly changed another room for me. The 2nd room was better in smell but still had a foul odor. My night was horrendous and I couldn't go to sleep. This last minute change totally ruined my experience with this hotel, where I had always stayed including a separate trip from the week before.I tried to call the hotel in consecutive two days. In both occasions, the front desk told me that they would inform the manager to call me back. However, there was no calling-back. I never heard from them again. I am so disappointed in how they treated their valuable customers and this is not the quality of Marriott hotels I was expecting.I'm filing a complaint because there seems to be no way to reach the hotel customer service. Thank you for your time.******
Business Response
Date: 09/10/2024
Sent: Tuesday, September 10, 2024 4:14 PM
To: *********************
Subject: MVW Corporate Customer Advocacy Office

Good afternoon *****************,

I am in receipt of your complaint filed with the Better Business Bureau. I appreciate this opportunity to respond on behalf of Marriott Vacation Club.

I understand that you recently had a reservation at ***, ************** I am so sorry that the front office team was unable to honor your reservation. I further apologize that you did not enjoy your stay at the adjacent SpringHill Suites. I have shared your feedback with the General Manager for awareness.

I do feel bad about the inconvenience of having to change rooms during your stay. As a gesture of goodwill, I would like to deposit ****** Bonvoy points to your account. If you could please provide me with your 9-digit Bonvoy number, I will be happy to make the necessary arrangements.

I look forward to hearing from you soon.

Kind regards,

MARRIOTT VACATIONS WORLDWIDE
Customer Answer
Date: 09/10/2024

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. Thank you for your assistance on this matter.

Sincerely,

*****************
Initial Complaint
Date:09/07/2024
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.
Dates of Stay: 9/4/2024 - 9/6/202 Location: Marriott's Grande Vista Total Spent: $381.82 Room: 7420 (1 King bed and sofa bed Villa)Stay Problems - Racial discrimination - Front destruction check in - I asked for late check out, they told me I could not get it until the following day however a Caucasian woman was next to me who they gave it to her right away and she was staying longer than me. I actually told the front desk person who heard the same conversation and I asked her if I could get the same treatment she never even addressed it and lied and said I had a waterfront view. To be disappointed to have a street view - The toilet handle was extremely loose needed to be fixed. I had to call down to get someone to come fix it.- Black Mold found in my villa - Marriott never asked for my family to be moved.- Supposedly they cleaned the mold and then painted over the mold, while we were still in the room.- I spoke to management about the horrible and dangerous conditions.- The said they would give me half, absolutely felt insulted. We should absolutely be compensated for the entire stay. I deserve a full refund. I have asthma and my son. I was so scared we were going to get sick. I purchased mold killed solution at the store. I cleaned up the room. The furniture was beat up and old. The sofa cushion Zipper was busted open and there were Nicks and scratches all over the furniture. It was terrible.Please help me get justice for my stay. Thank you.
Customer Answer
Date: 09/12/2024
Se t the document on Sunday, please confirm receipt - Thank you
Customer Answer
Date: 09/20/2024
What additional information was needed? Did you contact the company? Can you call me to receive clarification? ************ - I sent my paper work twice. Not sure what is missing. Please advise, thank you
Business Response
Date: 10/07/2024
This matter has been addressed at the corporate level by Customer Advocacy Manager, ****** ******. While ****** was unable to corroborate the reported check-in interaction, he did agree to provide a refund for the first night of Ms. ***** stay as a gesture of goodwill for the operations issues reported within the villa. The compensation offered by ****** is fair and appropriate since Ms. ***** did occupy the accommodation throughout the duration of her reservation.
Customer Answer
Date: 10/08/2024

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,

Jasmine *** *****
Initial Complaint
Date:09/04/2024
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.
Date of the transaction:August 22, 2024 - August 24, 2024 I am a loyal Marriott customer, a Gold Bonvoy member, and an Amex Platinum cardholder. I booked my recent stay at JW Marriott Cancun ************ through the ********** Collection, expecting the same exceptional experience I have always had with Marriott, which is why I decided to pay a premium for my stay.Unfortunately, during my stay, my phone and wallet were stolen by one of the security personnel working at the resort. I immediately filed a report with the loss prevention department, and they assured me they would review the security footage and investigate to identify the individual responsible. However, after several days of following up, I was told that they were unable to help and that the resort was not accountable for the theft.This response feels like a complete cover-up. When my phone and wallet were stolen, there were no other guests presentonly the security staff with their flashlights. To make matters worse, after my wallet was stolen, my credit cards were charged at local gas stations and grocery stores, which clearly indicates the involvement of someone local.Given the distress and inconvenience I endured due to the loss of my phone and wallet during my stay, I am requesting a full refund for my stay as a resolution to this matter. I trusted Marriott with my safety and security, and I am deeply disappointed by how this situation was handled.
Business Response
Date: 09/12/2024
Mr. ******* has filed his complaint with the wrong organization. Marriott Vacations Worldwide spun-off from Marriott ********************** in 2011. Ever since we have become our own publicly traded company. **************** does not have a business relationship with the **** Marriott hotel in ******* Mr. ******* is encouraged to contact Marriott International Customer are at ************.
Business Response
Date: 11/04/2024
Mr. ***** has filed his complaint with the incorrect organization. Marriott Vacations Worldwide has no affiliation with the **** Marriott in ************** ********** is managed by Marriott International, a separate company from our own. The telephone number to Marriott International Customer Care is ************.
Initial Complaint
Date:08/29/2024
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.
When making a purchase in November of 2022 for a vacation resort plan with Marriott ************* in the amount of $15,580 a down payment was made in the amount of $1558 and the balance was to be paid in a mortgage over the next 120 months at 13% interest. We were told that the first year would be interest free. The monthly minimum would be on an **************** card associated with Marriott. We were also told that the mortgage could be paid off at any time without any penalty. After a little more than a year we chose to pay off the mortgage and found out that we had been charged for interest the year in question. The interest amount was $2031.09 for that first year. I am requesting a refund in the amount of $2031.09 on the basis of being told and mislead into believing that the first year would be interest free which I now realize was just another tactic in making the sell.
Customer Answer
Date: 08/30/2024
Authorization attached
Customer Answer
Date: 08/31/2024
Signed document attached
Customer Answer
Date: 09/12/2024
I have received your message as to the closing of this complaint along with a list of reasons the "COULD BE". I will need to know the exact reason for the closing of the complaint to make corrections. Please reply
Business Response
Date: 09/19/2024
Sent: Thursday, September 19, 2024 9:30 AM
To: **************************
Subject: MVW Customer Advocacy

Good morning Ms. ***************** have received your complaint that was filed with the Better Business Bureau. I appreciate this opportunity to respond on behalf of Marriott *************.

I apologize for any confusion or misunderstanding that took place when you acquired ***** points in the Marriott ************* Destinations Program in December of 2022. **************** has never offered interest free loan options, not even for a short period of time such as the first year of a loan. Perhaps the **************** credit card that you signed up for offered 0% interest for the first year? Unfortunately, I have no way of knowing what promotional offers were extended by your credit card carrier nearly two years ago. I do know that interest would have been assessed on your monthly loan payment as outlined within the Closing Disclosure documents provided at the point of sale and the mortgage note agreement. I can furnish you with copies of either of these documents if you wish.

While I am unable to honor your request to refund the interest that was rightfully paid on your loan, I can offer you ***** service adjustment points as a goodwill gesture. Service adjustment points can be used just like your annual club points however you wish in the Destinations Program. The points will expire within one year and cannot be banked. I will await your affirmative response accepting this goodwill offer as resolution to the matter before posting the points to your account.

I look forward to hearing from you soon.

Kind regards,

MARRIOTT VACATIONS WORLDWIDE
Customer Answer
Date: 10/03/2024
This complaint has been resolved by the ************************** with Marriott ************* and a Mr ********* was very professional, personable and fair in his offer to resolve the issue and should be commended and credited for hi work. Thank you also to the BBB for helping in this matter.
Customer Answer
Date: 10/30/2024
This complaint has been resolved by the ************************** with Marriott ************* and a Mr ********* was very professional, personable and fair in his offer to resolve the issue and should be commended and credited for hi work. Thank you also to the BBB for helping in this matter.
Initial Complaint
Date:08/22/2024
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 signed up with MVC in June 2019. Our sales ***resentative was prior military and recently discharged from the Marines. She knew I was active duty. My interest rate was over 13% on my loan through Marriott; despite me even asking about active duty and reduced rates. In late June 2022 I attended a "presentation" sales pitch in *******, **. At this presentation I was told I should've been getting a 6% interest rate from the beginning of my contract. I have been back and forth for over two years now with Marriott trying to recoup the $4K+ I overpaid in interest due to their own employee's mistake. I keep getting the runaround. Told I'll get a call back. I was once even told it was the specific location's responsibility, which is an obvious push off considering I was talking to a finance *** in HQs. For a billion dollar company to so willingly and carelessly give anyone the run around like this for so many years is ridiculous. They are cheap crooks for not correcting this error when I first brought it up. Yes, if need be I can go all the way back to the summer of 2022 and provide all email correspondence for the record.
Business Response
Date: 08/29/2024
Sent: Thursday, August 29, 2024 10:08 AM
To: ********************** <********************>
Subject: MVW Customer Advocacy

Good morning ******************,

I am in receipt of your complaint filed with the Better Business Bureau.

First, I would like to thank you for your service to our country.

I apologize for any confusion that has taken place because of your discussion with a sales executive in 2022. From reading your comments, I believe that the associate may have been referring to the Service Members Civil Relief Act (SMCRA). This is a federal law that applies to situations where a borrower in enlisted in the military and receives notification of active duty. Specific activities associated with your financing are temporarily modified (for example interest rate and credit reporting)while in SMCRA status.

Our organization does not offer a discounted interest rate loan to military service personnel, we typically offer qualified purchasers 12 to 13% interest rate loans. Again, the only time a loans interest rate is temporarily modified is when the individual is called to active duty.

I have submitted an inquiry to our financial services office regarding historical orders since you became an owner in June of 2019. I will follow up with you once I receive more information from our financial services office.

Thank you,

MARRIOTT VACATIONS WORLDWIDE
Initial Complaint
Date:08/16/2024
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.
***** ***** Customer Advocacy Manager **************************************** ********************* you for your prompt response to our concerns. We appreciate your detailed explanation regarding the use of our ownership and the various options available. However, we must reiterate our request to cancel the purchase due to several significant issues that have made it impossible for us to utilize the ownership as intended. Firstly, during the sales presentation, we were assured that securing reservations at desirable locations and times would be straightforward and convenient. However, despite our diligent efforts, we have consistently found it nearly impossible to secure any reservations that fit our needs. The inventory release times and the competition for available spots have proven to be significant barriers, and this reality was not adequately disclosed to us at the time of purchase. Shortly after our purchase, we became aware of these issues when we struggled to find a room to book. When we reached out to a live representative, we were informed of the same details mentioned in your letter. Additionally, the Marriott points system further complicates our ability to utilize our ownership. For instance, the 50% conversion rate to Bonvoy points results in only ***** points, which is equivalent to ****** Bonvoy points. This amount is insufficient for even a two-night stay at most Marriott hotels in the ***, and perhaps only slightly better at international locations. While we understand the flexibility offered by banking and borrowing points, these options do not address the fundamental issue of accessibility. The inability to secure reservations undermines the entire value proposition of the ownership, rendering it a poor fit for our needs. This situation has caused us considerable stress and frustration, far beyond what we anticipated.
Business Response
Date: 09/10/2024
Our organization has received the same complaint from Mrs. ******* via the ********************************** Please see the attached response letter that was sent to Mrs. ******* on August 21, 2024.
Our position on this matter has not changed.
Customer Answer
Date: 09/11/2024

Complaint: 22154772

I am rejecting this response because:
Subject: Rebuttal to Response on Club Points Availability and Request for Contract ************************************************** and Mr. ****************** you both for your prompt responses to our concerns. While we appreciate the detailed explanations provided in your letters, we must reiterate our request for the cancellation of our ownership due to several significant issues that have prevented us from utilizing our membership as intended.
Reservation Difficulties and Misleading Sales Tactics
During the sales presentation, we were assured that securing reservations at desirable locations and times would be straightforward and convenient. However, despite our diligent efforts, we have consistently found it nearly impossible to secure any reservations that fit our needs. The issues with inventory release times, the intense competition for available spots, and the highly restrictive nature of the reservation system were not adequately disclosed to us at the time of purchase.
Shortly after our purchase, we struggled to find available rooms, and upon contacting a representative, we received the same generic explanation regarding factors like resort location, seasonal demand, and advanced planning requirements. We were not informed during the sales process that reservations could be subject to such significant limitations, and the lack of transparency in this regard is deeply concerning.
Limited Value and Accessibility of Club Points
Your letter mentions that each owner receives a ***************** Checklist outlining the reservation procedures and rules. While this checklist may provide some information, it does not compensate for the lack of clear communication during the sales presentation, where we were led to believe that our Club Points would afford us flexible and easily accessible vacation opportunities.
Additionally, the Marriott points system further complicates our ability to utilize our ownership effectively. For example, the conversion rate to Bonvoy points is 50%, resulting in only ***** Club Points being equivalent to ****** Bonvoy points, which is insufficient for even a two-night stay at most Marriott hotels in *****************, and only slightly more valuable at international locations. This devaluation of points further diminishes the practicality and value of our ownership.
False Promises and Unrealistic Expectations
We were repeatedly told that our ownership would be a great investment, offering flexibility, ease of booking, and a high standard of service. However, the reality has been quite the opposite. The repeated difficulties in booking vacations, the unexpected increase in dues, and the lack of availability have all contributed to significant stress and frustration. This experience has been far from the seamless and rewarding vacation planning process that was promised to us.
Moreover, the sales presentation did not fully disclose the complexity and competitiveness involved in booking stays or the limited availability of accommodations. We believe that the presentation was misleading and failed to provide a realistic understanding of the ownership's limitations.
Rescission Period and Request for Contract Cancellation
We acknowledge the 10-day rescission period; however, the full extent of these issues only became apparent after this period had passed. The booking challenges and lack of availability were not evident within the short rescission timeframe, and we feel that we were not given an adequate opportunity to fully evaluate the practical aspects of the ownership.
Given these circumstances, we respectfully request that you reconsider our situation and approve the cancellation of our ownership. We believe our experience highlights significant gaps in the information provided during the sales process, and it is reasonable to seek a resolution that acknowledges these shortcomings.
We urge Marriott Vacations Worldwide to take our concerns seriously and provide a more satisfactory resolution, such as a full refund or a reconsideration of our contractual obligations. We look forward to a constructive response that truly addresses our concerns and reflects the high standards that Marriott is known for.
We hope for a fair and amicable resolution to this matter and appreciate your understanding and assistance.
Sincerely,

Mr. ****** and *******************************
Business Response
Date: 09/12/2024
Each of these concerns have been addressed in the correspondence shared previously with Ms. ************** At this juncture we may only reiterate that our organization will not agree to repurchase her ownership interests. Ms. ******* received all of the program disclosures and information required to make an informed purchase decision. We consider this matter closed.
Initial Complaint
Date:08/16/2024
Type:Sales and Advertising 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 am writing to formally lodge a complaint regarding the timeshare purchase my family and I made with Marriott ************* on August 30, 2019. Initially, this purchase seemed like a dream come true. However, the experience has since turned into a significant burden due to several issues that were not adequately addressed during the sales presentation.During the presentation, an overwhelming amount of information was provided in a short period, making it difficult to fully comprehend all the terms and conditions. The presentation was excessively long, causing us to lose patience. We were assured that if we decided not to continue with the timeshare, Marriott would assist in selling the mortgage. This led us to believe that reselling the timeshare would not be problematic with their help.However, when we later contacted Marriott, we were informed that the timeshare is a mortgage, and choosing not to pay it would result in accumulating interest and negatively impact our credit score. Our financial situation has been severely affected, particularly during the pandemic. With our children at home 24 hours a day, our grocery expenses increased significantly. Additionally, I lost one of my jobs in November 2020, further exacerbating our financial difficulties. As a result, we can no longer sustain the financial obligations associated with this timeshare.We have sent multiple cancellation requests to Marriott but have not received any guidance on how to proceed with the cancellation. We are not seeking any compensation; we simply wish to be released from our obligations with Marriott.With your assistance, we respectfully request that Marriott reconsider our situation and grant us the release we are seeking. Thank you for your attention to this matter.
Business Response
Date: 09/11/2024
We are very sorry to hear that *************** is currently undergoing a financial hardship. All of the financial responsibilities that coincided with her former ownership of ***** Club Points was explained in great detail during the sales process and in writing. *************** signed a mortgage note and received the appropriate disclosures in relation to her financing arrangement.
In review of her ownership profile, it appears that ***** Club Points were transferred out of ****************** name on November 15, 2022. We do not see any other ownership interests correlating with the name or telephone number associated with this complaint. If *************** has further questions about her closed account, she is welcome to contact our corporate Customer *************** at ************.
Customer Answer
Date: 09/13/2024

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:08/10/2024
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.
In March of this year, my family and I decided to upgrade our ownership with Marriott Vacations. However, after reconsidering, Marriott agreed to cancel this upgrade, reverting us back to our previous ownership status of three points interests: two for ******* points and one for ******* points. Despite this agreement, our attempts to fully cancel our ownership have been met with resistance. Specifically, our communications with Kaymari ***** regarding this have been unproductive. Ms. ***** has declined our request to fully cancel the ownership, citing that the balance must be paid in full before cancellation can occur. This is contrary to Marriott canceling our newest upgrade. Since they can do so with the upgrade, why can they not cancel the contract we reverted back to? We have been loyal timeshare owners for many years, and until recently, we were satisfied with the vacations facilitated by Marriott. However, we currently owe $******* on our loan, and it is difficult to justify the value of vacations received in relation to this staggering amount. It feels as though Marriotts current strategy is to pressure us into further upgrades that hold no real value for us. We no longer have any intention of being timeshare owners with Marriott and feel increasingly taken advantage of by their practices. This experience has been distressing and frustrating, far removed from the positive experiences we had in the past.
Customer Answer
Date: 08/16/2024
I have faxed over the needed signed form. Have you received it?
Customer Answer
Date: 08/20/2024
I have included the requested signed form. This was faxed on 8/11/24.
I am resubmitting this form as a photo as well.
Business Response
Date: 08/29/2024
Mrs. ******** entered in a contract to purchase Marriott ************* Destination Points on March 21, 2024. This contract did not close and was cancelled prior to the sale being recorded.
Prior to her Destination Points purchase, Mrs. ******** owned 3 Sheraton Flex contracts, one for ******* StarOptions and two for ******* StarOptions. These contracts were purchased on August 1, 2023 and closed shortly thereafter. It is not possible to cancel a legally binding real estate contract once the purchase has closed.
In order to relinquish ownership of her Sheraton Flex Points Mrs. ******** will need to sell them on the external market and use the proceeds from the sale to pay off her outstanding loan balance. The process is similar to selling a home or any other form of deeded real estate.
Customer Answer
Date: 09/11/2024

Complaint: 22123225

I am rejecting this response because:
I am rejecting this response from Marriott. They canceled my previous contract, so I know there must be options available. I should not have to sell this timeshare on the external market. Marriott is who this ownership is with, and they should be the ones to get me out of it. I do not believe that Marriott has never taken back ownerships from owners outside of canceling during a recession period. I also should not be expected to pay off this loan when I have no intention of keeping it. I am asking Marriott to take another look at my account and offer me something out of normal company policy that will cancel my account.
Sincerely,

******** ********
Business Response
Date: 09/12/2024
At this juncture we may only reiterate that it is not possible for the organization to repurchase or undue her previously owned contracts. Our position on this matter will not change and we consider the case closed.
Customer Answer
Date: 09/27/2024

Complaint: 22123225

I am rejecting this response because:
We do not consider this case closed and will continue to reach out to you by any means we need to. We feel taken advantage of by your company, so the responsibility of solving this mess should not fall on our shoulders alone. Again, you have canceled our contracts before; we would like you to do so again. If this complaint is closed, you can expect to continue hearing from us until we no longer have this ownership.
Sincerely,

******** ********
Business Response
Date: 10/01/2024
At this juncture we may only reiterate that it is not possible for the organization to repurchase or undue her previously owned contracts. Our position on this matter will not change and we consider the case closed.
Initial Complaint
Date:08/07/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to a Marriott vacation club timeshare presentation in ************* on August 3, 2024. At the end of the presentation I thought he made a good case to purchase one. After a day of looking at all of the cost and fees I changed my mind. I didnt think it was a good idea. Looking online to check options to just see if i could sale it I came across some people talking about Floridas right to cancel. That was never mentioned in the presentation. So Ive been calling and emailing them since August 4th. No one has responded to my email and they just transfer me from one department to another. From what Ive read you only have a certain amount of time to do it. Yet no one can assist in the cancel.
Business Response
Date: 08/26/2024
Sent: Monday, August 26, 2024 4:28 PM
To: ************************* <***********************>
Subject: MVW Customer Advocacy

Good afternoon ****************,

I have received your complaint that was filed with the Better Business Bureau. I appreciate this opportunity to follow up on behalf of Marriott Vacation Club.

The 10-day rescission period is disclosed within each new sales contract in bold, conspicuous font, just above the signature line. I have reviewed your account and may confirm that your cancellation request has been received by our sales administration office and your purchase is cancelled. Any deposit funds should be returned in the same way they were paid within the next 7 to 10 days.

I apologize that you did not receive a response from the sales administration office sooner.

I would appreciate a brief response from you so that I know you receive my email.

Thank you for contacting the corporate Customer *************** for Marriott Vacation Club. I hope that you will keep us in mind for your future vacation travels.

Take care,

MARRIOTT VACATIONS WORLDWIDE

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