ComplaintsforMarriott Vacations Worldwide

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  30 July 2024 I want to reserve a hotel room for two nights for myself and my son at Marriott's ********************* at ****************** in *******, ** using my accrued "Bonvoy" membership points. ****** points are needed for the room offer, and I have ******. I followed their online instructions to purchase the additional ****** "points" for $300. My first attempt with my JetBlue Plus MasterCard (BarclayscardUS) was not accepted with an error message stating that "my payment account details must match exactly." I could find nothing wrong except that I had not spelled my surname with an initial cap so I tried that. The same error message resulted so I checked my MC account online and discovered two holds for a total of $600 but no points purchase or room reservation with Marriott! Multiple phone calls to both Barclays and to Marriott's customer service were "pointless." Both parties told me that it was too bad for me, but no exceptions will be made to dropping these holds or providing my reservation for at least 3-5 business days. Marriott customer service refused to verify with Barclayscard my payments while Barclays refused to release the holds that took away $600 of purchasing! I have no reservation for my trip planned to ****** to help my 87-years-old father with his home hospice care and I do not have $600 in funds to use of my primary travel credit card. The room that I was reserving at the time was for a king *** with a sofa*** and full room amenities. None seem available now 8 hours later as I write I want the hotel reservation at the rate that I was promised for the relatively upscale room and an immediate reversal of unauthorized holds of $600 on my ******* issued JetBlue Plus MasterCard. There should be compensation as well for the turmoil and the completely unnecessary emotionally draining waste of much personal time in this matter. (120+ minutes of discussion and phone tree holds only to be answered by surly and hostile customer service reps).

  Customer response

  07/31/2024

  Attached is my response to Marriott and their attempt to absolve themselves of any responsibility for tying up my funds and not providing a reservation. 

  Business response

  08/01/2024

  **************** has filed his complaint with the wrong organization.  Marriott Vacations Worldwide has not business dealings with Marriott's ********************** at **************************************************************  Marriott Vacations Worldwide is a vacation ownership company that spun-off from Marriott ************* ******** in 2011.  **************** should pursue this matter with Marriott ************* and he may reach their Customer *********** at ************.  

  Customer response

  08/01/2024

   
  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.  The BBB address directory was not the best for this attempt to file a complaint, so I have refiled with the same information against Marriott International.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I stayed at the Marriott July ***** I was charged and agreed to pay upon check in ****** per night. Upon checkout I was charged ****** for 2 nights although this was booked on the same reservation. The rate change on the weekend was not made aware by the company or 3rd party booking site prior to check in. The manager ******************* refuses to take responsibility/ discuss the issue with me for the unknown rate adjustment. I was unaware of such a change until checkout when I received the receipt. When booking the rate on booking.com stated ****** per night. It did not state the rate could change or vary due to the weekend. ******************* also stated he did not like the tone used of a black woman and disconnected the call several times which I have the phone records as proof.

  Business response

  07/24/2024

  It is important to note that **************** did not arrange this stay through our organization, but rather through a third-party wholesale website www.booking.com.  The information we received from booking.com is that ******************** original reservation was modified in May and the rate established at that time was $287.10 for Thursday, July 11th and $404.10 for the nights of Friday, July 12 and Saturday, July 13th.  While there was no discrepancy on our end, if **************** would like to pursue this matter she would need to contact booking.com as that is where her reservations were made.  

  We have also investigated **************** allegations towards our General Manager.  The General Manager attempted to explain the above information to **************** and was met with confrontation, personal insults and profanity.  At that point in the conversation our associate politely explained to **************** that the conversation cannot continue as it was no longer productive.

  Customer response

  07/24/2024

   
  Complaint: 22012836
  
  I am rejecting this response because:
  
  I have the call recorded there was never any profanity used on my end or any disrespect used toward the representative. The representative was unprofessional, racist and did not want to assist with this matter, so he continuously stated to contact booking.com.
  Booking.com is stating to contact the resort for any issues in rates. I was not aware of a rate change or additional room adjustment until after check out, I was checked in at ****** per night. If you book a hotel through a third party multiple rates for rooms are not listed. When booking I booked the room at ****** per night when the additional days were added, the system/ contract never stated there would be a rate change or I would've cancelled my reservation completely. I was not aware of the charges of ****** until after check out. Also my card has been charged 3 additional times since leaving this facility. 

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

  Business response

  07/25/2024

  A leader from our corporate Customer *************** has personally reached out to **************** explaining that we will uphold the $404.10 rate for the evening of July 12th and 13th reserved through Booking.com at the time her reservation was modified on May 18th.  We have also asked her to share the recorded call so that we can further investigate her remaining allegations.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Marriott,I am writing to formally request the cancellation of my timeshare agreement. I find myself in a situation where it is no longer financially feasible for me and, more importantly, it has become a source of stress and concern due to the high-pressure sales tactics employed during the purchase process.The decision to purchase the timeshare was made under what I believe were coercive circumstances, including high-pressure sales tactics, misrepresentation of the product,and undue influence. I felt rushed into the agreement without adequate time to review the terms and implications of my purchase. The sales representatives used tactics that made me feel uncomfortable, which ultimately clouded my judgment.Furthermore, my financial situation has changed significantly since I purchased the timeshare. What once seemed like a valuable investment now poses a considerable financial burden for me. The annual maintenance fees and other associated costs have become a considerable strain on my finances, and I can no longer justify the expense.Given these circumstances, I kindly request that you consider my request for timeshare cancellation and refund us all monies owed.Sincerely,*********** and *****************************

  Business response

  07/16/2024

  In review of ******************** ownership profile we see that he initially acquired ***** Club Points in March of 2016.  Then, in July of 2019 **************** purchased an additional ***** Club Points, totaling ***** Club Points.  We respectfully disagree with ******************** allegation of being pressured and/or coerced into either purchase.  Marriott ************* sales executives are trained to provide guests with a professional, informative and low-key overview of the vacation ownership program.  In addition, purchasers are provided with a 10-day cooling off period during which time they may cancel for any reason without penalty.  The rescission period is disclosed in bold, conspicuous font just above the signature line of each contract.  

  We are sorry to hear that ******************** personal finances have changed significantly since becoming an owner.  Our organization does not sponsor any type of financial hardship assistance program.  **************** is welcome to sell his Club Points on the open 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

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To whom it may concern, We purchased our first timeshare in 2017 at ***********, **************. Attracted by a Marriott ************* banner, we trusted Marriott due to our long-standing membership and frequent use of Marriott rewards.We were impressed by the weekend stay arranged at a different resort. Despite being told the sales presentation would be 90 minutes, it lasted three to four hours without refreshments. Our kids were left alone for this duration. The presentation, conducted by ********************* in a small room, convinced us to buy, given our interest in travel at the time.However, we later felt misled. We were assured of a buyback program if we were dissatisfied. When we tried to sell in 2018 or 2019, ***** informed us we'd only get 25% back, which was not as promised.Our maintenance fees skyrocketed from $1,200 in 2017 to $7,100 in 2022. Additionally, we made a second purchase as we lacked sufficient points to use the first timeshare, highlighting the manipulative nature of the sales process.During a subsequent presentation in *******, we signed a second contract without being informed of the 220% interest rate. This omission alone justifies a full cancellation of the contracts.Post-purchase, we experienced poor customer service, feeling undervalued. We request the cancellation of our timeshares and a full refund.Sincerely,********************* and ******************* Contract numbers: 661256-20 and 505571-11

  Business response

  07/16/2024

  Our organization received a similar complaint from ************ in April of 2023.  At that time Customer Advocacy Manager, *************************** reviewed the complaint and determined that no malice or misrepresentation occurred during either of **************** past purchases.  A copy of *************************** response letter is attached.

  Maintenance fees increased from 2017 to 2022 as a result of ************ acquiring an additional ***** Club Points in February of 2020.  Maintenance fees costs were fully disclosed to ************ within the ***************** Checklist that she received at time of purchase.  This document also disclosed the fact that our organization does not guarantee any sort of resale or resignation program. ************ is welcome to list her Club Points for sale on the open market for a price that she deems fair and reasonable.

  During her last purchase ************ elected to apply for financing through our organization.  All of the pertinent details surrounding her loan were clearly outlined within her Closing Disclosure documents.  Closing Disclosure documents reflect the loan amount, term, interest rate, payment and other relevant details of the financing arrangement.  Copies of both the ***************** Checklist and Closing Disclosure documents can be provided to ************ upon request.

  Customer response

  07/18/2024

   
  Complaint: 21957412
  
  I am rejecting this response because:

  Even though MVC documents may not have contained the option of MVC buying back the units that we purchased on both occasions, this option was absolutely presented to us in the initial presentation. It was even stressed that," that's what makes us different from the others", " you always can get out"! It was even told to us, " if MVC does purchase your units it might be at a reduced purchase price, OR you have the option to market them yourself " , "but only MVC could distribute the reward and vacation club points, so it would be better to sell back to MVC".  this was explained to us during the initial sales pitch.

  Secondly, after trying but being unable to book several vacation destinations, we were contacted to "bring a friend" weekend ( which we did, and thank goodness my friends could not buy into this ) and were given the opportunity for another "free" stay if we would listen to another sales presentation. We did, and at that sales presentation we were told the reason we were unable "book" was that we needed to buy into another level! So, trusting Marriott, we did just to find out we had been lied to twice! 
  Sincerely,
  
  ********************* And *******************

  Business response

  07/19/2024

  Despite prior review and response, it is regrettable that the owners dissatisfaction continues. 

  As previously shared, there was appropriate disclosure and acknowledgement that Marriott ************* currently intends to provide a resignation/resale program for ************* Point 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 interest on the open market or through a third-party resale company.
  

  Additionally, it was disclosed during both owner purchases is that the ability to confirm a specific reservation request is dependent upon the timeshare interests and use periods available or as provided by the provider of accommodations or services. Therefore, Marriott ************* Destinations Exchange program cannot guarantee specific resort choices, dates of travel, or types or sizes of accommodations.  The earlier a reservation is requested, the better the possibility that a specific request may be confirmed.
  

  While we are sorry for their expressed dissatisfaction, we maintain our position and respectfully decline the request for cancellation.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I embarked on our timeshare journey in 2003 when we purchased our first property at the ******************** in ***************************. Over the years, we attended numerous presentations. However, our most recent experience, in August 2023 at Marriott Shadow Ridge with representative *******************, has left us deeply disillusioned with the timeshare industry. During the presentation, ****, who introduced himself as a veteran and real estate agent, who presented an enticing proposition: merging our existing Westin timeshare with Marriott to alleviate maintenance fees and provide enhanced vacation flexibility. In a 3-hour discussion, **** assured us that with the merger, our Westin maintenance fees would cease, replaced by lower Marriott fees. Encouraged by this promising outlook, we proceeded to sign under ****'s guidance. Yet, our optimism quickly turned to frustration as **** repeatedly postponed meetings to discuss the merger's intricacies. Despite our attempts to clarify our obligations, ****'s vague responses and rescheduled appointments only deepened our confusion. Our concerns intensified upon receiving Westin paperwork in December, addressed solely to my wife, contradicting ****'s earlier assurances of a seamless transition. In a desperate attempt to resolve the matter, I reached out to Marriott corporate. However, my efforts were met with unhelpful responses and unresolved promises. Feeling abandoned by the company, I decided to visit **** Desert ************* in January 2024, hoping to find some clarity. Unfortunately, my visit only resulted in further frustration, as I encountered bureaucratic hurdles and a disheartening sales pitch unrelated to our concerns. ****'s misleading assurances and Marriott's lack of accountability have not only tarnished our experience but also eroded our trust in the company. We can no longer remain affiliated with Marriott and demand nothing short of a full cancellation of our contract and a prompt refund.

  Business response

  07/03/2024

  We are very sorry to receive this complaint from ********************.  In review of his account Mr. and ********************* acquired ***** Club Points in the Marriott ************* Destinations Program on August 27, 2023.  The purchase of Club Points has no bearing on maintenance fees owed in conjunction with ************************ pre-existing ownership at *********************  Owners who have no mortgage balance can deed back their week through our ************************ for no charge.  However, in order to take advantage of the deed back program, owners must be current on maintenance fees.  ******************** currently owes maintenance fees for his Westin Mission Hills week.  He is currently working with a manager from our corporate Customer *************** towards completing a deed in lieu of foreclosure for unpaid maintenance fees.  Once the deed in lieu of foreclosure is finalized ******************** will no longer own his deeded week at ********************.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  *****************, handled a time share purchase that was made using my social security number, an Identity theft report was filed with FTC, a local police report was filed where I resign in SC as well as a federal report by the **** A person in ** used my identity for employment and to open accounts that are now closed! It was agreed that if I signed and notarized the documents everything in regards to Marriot would be removed from my credit reports with no negative impact. Im closing on a house and they notified me that Marriot just recently listed a foreclosure on my credit report that was not on my reports when they did my pre approval for this home! This goes against everything **** stated in our emails as well as the agreement I had to sign and return as instructed by ***************** if these negative remarks and foreclosure are not removed from my report immediately, I will be seeking damages for the effect it has had on my credit as well as now possibly preventing me from closing on my house on July 15th 2024! This is not right to tell me one thing then go and post a foreclosure on my credit report when I dont even have trade lines on my report with this company! If this effects my closing date on my house there will be a claim filed for damages due to improper credit reporting practices and all that its cost me financially due to someone using my identity in the state of **!

  Customer response

  06/17/2024

  This is what is showing on my credit report and if you read the emails from ***************** and the agreement from the legal department youll see there was suppose to be no negative impact on my credit reports. My Social Security Number was used to open this account it took forever to get it resolved and I guess it never fully got resolved because as you can see its still on my reports as of today, and its preventing me from moving forward with a mortgage due to inaccurate reporting. 

  Customer response

  06/18/2024

  I am being denied for a home that *** worked so hard to get to and they just finished the construction on it today and had me do a walk through because of this information Marriott placed on my credit reports when all the documents I have clearly promised they would not do this to me or affect my credit in any way! No negative impact, No Foreclosure listed on my report, ***************** wont even call me back or respond to my email I sent him after calling his office I need them to remove everything pertaining to Marriott from my credit report immediately its keeping me from closing on my house! This is not fare! I never signed up for Marriott Vacation my social security number was used and my identity was used by a person in ** who also used it for employment in ************ **! Im the victim here and ***************** promised months ago that this was all resolved! This just is not right!

  Business response

  06/20/2024

  We are very sorry to receive this complaint from ********************.  *********************, Director of Customer Advocacy for Marriott Vacations Worldwide is currently assisting ******************** with this matter.  If ******************** has any additional questions or concerns, he is encouraged to contact ***** directly at ************.

  Customer response

  07/22/2024

  Date Sent: 6/18/2024 12:45:51 PM
  I am being denied for a home that Ive worked so hard to get to and they just finished the construction on it today and had me do a walk through because of this information Marriott placed on my credit reports when all the documents I have clearly promised they would not do this to me or affect my credit in any way! No negative impact, No Foreclosure listed on my report, ***************** wont even call me back or respond to my email I sent him after calling his office I need them to remove everything pertaining to Marriott from my credit report immediately its keeping me from closing on my house! This is not fare! I never signed up for Marriott Vacation my social security number was used and my identity was used by a person in ** who also used it for employment in ************ **! Im the victim here and ***************** promised months ago that this was all resolved! This just is not right!

   

  This is what is showing on my credit report and if you read the emails from ***************** and the agreement from the legal department youll see there was suppose to be no negative impact on my credit reports. My Social Security Number was used to open this account it took forever to get it resolved and I guess it never fully got resolved because as you can see its still on my reports as of today, and its preventing me from moving forward with a mortgage due to inaccurate reporting. 

  Business response

  07/22/2024

  ******************** has been in contact with *****************************, ********* Services Manager and *********************, Director of Customer Advocacy.  ****** provided ******************** with the attached letter to show his personal lending institution.  If ******************** has any additional questions or concerns related to this matter he is welcome to contact ********************* at ************.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have purchased a Marriott ************* membership (loan number *********) on 5/4/24 at ************************ Villas located at *******************************************************************************. I have requested cancellation of this contract and refunding of the deposit ($2938) within the ********************* the contract (by 5/14/24): 1) on 5/6/24 by email to **************************** (see forwarded email attached); 2) by 3 certified letters sent by **** on 5/8/24 and 5/9/24 (please see the signed return label and **** receipt showing 5/8/24 mailing date for one of them) However, the company went with the closing of the mortgage loan disregarding the timely cancellation request. I have tried calling ************) the ************************ sales office at ************************ Villas, however, we were not able to speak to anyone; we have left at least 3 voice mails. I have tried contacting corporate office ************), however, they are not able to help as it needs to be done by the sales office of the specific location.

  Business response

  06/13/2024

  Sent: Wednesday, June 5, 2024 12:27 PM
  To: ********************
  Subject: MVW Executive Office
  
  Good afternoon ************,
  
  I am in receipt of your complaint that was filed with the South ******************* of ******** Affairs.  I appreciate this opportunity to respond on behalf of the ********************** brand.
  
  Upon reading your complaint I immediately reached out to our sales administration office in ************, ***************  In reviewing this matter with the team they asked that I extend their sincerest apologies as it does appear your transaction has closed in error.  We do have an established buyback process that involves a corporate approval process and requesting a new title search.  Unfortunately, we are at the mercy of local authorities to get back to us in regard to the title search process.  The title search alone typically takes 30 days.  Please be advised that the buyback process usually requires 120 days to completion. During this time I will continue to serve as your advocate while doing my best to expedite the process for you. 
  
  Please let me know if you have any questions in the interim.
  
  Thank you,
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer response

  06/13/2024

   
  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 pending the successful mortgage buyback and refund of the deposit.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to express my frustration with Marriott Vacation Resorts and their unwillingness to release me from my Timeshare agreement. I have been a loyal customer of Marriott for over ***************************************************************************************** to continue with my ownership.As someone on a fixed income, the cost of the Timeshare is creating a financial hardship for me and my family. Despite being a points owner, the lack of availability to book where and when I want to travel, has also been a significant inconvenience. This has led to me not being able to use the Timeshare that I am struggling to pay for.The maintenance fees for the Timeshare have been increasing by an alarming amount. When I contacted Marriott about the lack of usage and financial hardship, they recommended that I buy more points to gain better availability. They also suggested that I could rent out my ownership to others to recover fees incurred, but they later informed me that they only assist "deeded" property owners, not point owners like me with rentals.Given that I haven't used the Timeshare, the availability doesn't match my travel needs, and I am truly experiencing Financial hardship, I am at a loss as to why Marriott has shown no willingness to release me from the agreement.I urge the Better Business Bureau to look into this matter and assist me with the process of being released from my Timeshare agreement.Thank you for your attention to this matter.Regards,****** & ***************************

  Business response

  06/04/2024

  We are surprised to receive this complaint from ****************** given his long tenure as a Marriott ************* owner.  In 2012, ****************** purchased ***** Club Points in the ABOUND program.  In 2014, he purchased an additional ***** Club points.  Lastly, on January 2, 2024, ****************** entered into his third purchase of ***** Club Points.  The last purchase brought ****************** up to Executive Tier status which provides him with earlier access to reservation at Marriott, ******** and Westin ************* resorts.  ****************** has demonstrated excellent use of the program with 22 completed reservations over the past several years.  He is welcome to make future reservations up to 13 months in advance.  Reservations are subject to availability on a first come, first served basis.

  Unfortunately, our organization does not offer any sort of financial hardship program.  If ****************** is having difficulty meeting the financial responsibilities that coincide with his ownership interests, then he is welcome to list them for sale on the external market for a price that he deems fair and reasonable.

  Customer response

  06/05/2024

   
  Complaint: 21753421
  
  I am rejecting this response because:

  Marriott,
  Thank you for responding and acknowledging my complaint.  Please understand that we are not looking for a Financial Hardship option.  We are requesting a full release from our Timeshare agreement with you.  Your Salespeople told us that Marriott Corporate would buy back our points when we were no longer using them and send us a check to help cover our Maintenance Fees.  *** Sales people also told us that Marriott would help us rent out our points value; which would generate funds to help us cover the maintenance fees.  Neither of these was true when we called for help to expand upon them.  You mentioned that we had 22 reservations; we did in well over a thirteen-year timeframe.  *** limited availability is one of the main reasons we are requesting a release. 
  *** increasing maintenance fees plus the additional monthly payment for the loan are too much for something we cannot use.  We are older now and we dont travel.  We are kindly requesting to know how we can achieve a release from our agreement with your company.  Please reply with that information. 
  

  Thank you. 
  

  Sincerely,
  
  ****** and ***************************

  Business response

  06/11/2024

  Unfortunately, it is not possible to simply cancel or release ****************** from a deeded real estate interest.  Our exit services office does offer a deed back option to owners who can no longer travel and have no heirs to pass their ownership interests down to.  The deed back program is only offered if there is no loan or maintenance fees associated with the ownership contract.  In order to learn more about the deed back program ****************** is welcome to call **** Services at ************.  **** Services hours of operation are Monday through Thursday from 9 AM to 5 PM and Friday from 10 AM to 5 PM.  

  In response to his comment about selling back his ownership interests, while the organization does offer various resale programs from time to time, that program is turned on and off according to business needs.  We are not currently repurchasing any owners Club Points.  ****************** 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 similar to listing a home or any other form of real estate.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 7, 2024, we purchased a Marriott Vacation Plan in amount of $16382.21 which includes closing costs of $614.21. We paid a down payment of $7884. On March 16, I contacted the closing **** **************************************** to find out where to sent the cashiers check for the final payment of $8498.21. She sent me a paper with the information, indication that the check could be made payable to Marriott vacation Club. On March 19, I sent a cashiers check in the amount of $8498.21 to ************ which is what was on the paper she gave me. On April 1, my credit card was charged the same amount, On April 2, the cashiers check was cashed. We were told no one could tell where the funds went, but after many phone calls, texts, emails, etc., my credit card was refunded on April 26, We never received any documentation that the closing was done, nor given the bonus points owed to us , nor access to out account,Yesterday, I received an email from the audit department telling me that my credit card will be charged for the $8498.21 on June 1, today, I spoke to ************************* at Marriott who told me the purchase is still not closed, since they cannot find the money.After being harassed for this money, having my money tied up for well over a month, unreliable and irresponsible accounting practices, and failure to close the purchase free the money was sent to the address given to me, we want to cancel the entire purchase and receive a refund I. The amount of $16892.21

  Business response

  06/06/2024

  *************** is currently working with a manager within our corporate Customer *************** regarding the funds that she claims were received by our organization for the purchase of a St. Kitts ownership interest.  At this time the matter is being revisited by members of the corporate office and the leadership team at our local sales gallery in ******  We will continue to work with *************** over the coming days in order to address her remaining concern about the status of her downpayment.  

  Customer response

  06/10/2024

   
  Complaint: 21750849
  
  I am rejecting this response because the cashiers check was cashed on April 2. This is entirely too long for a resoly
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are writing to lodge a complaint against Marriott ************* with regard to our timeshare account. Several factors have influenced our decision to terminate our timeshare account, highlighting significant discrepancies between the promises made during the sales process and the actual experience of timeshare ownership. During the initial sales presentation, we were enticed with hotel points as an incentive to attend a meeting that substantially exceeded the anticipated duration, disrupting our plans and wasting a considerable portion of our morning. The sales representatives, cognizant of our challenging credit situation, exerted significant efforts to secure approval, portraying timeshare ownership as akin to acquiring a new property with inheritable benefits for future generations. The reality of our timeshare ownership has not aligned with the idyllic picture painted during the sales pitch. Despite assurances of flexible vacation options, we have encountered insurmountable difficulties in securing booking dates that align with our availability. The lack of transparency regarding the necessity for advanced booking to access preferred dates has resulted in substantial inconvenience and severely restricted the usability of our timeshare. The escalating maintenance fees have imposed a significant financial burden, contrary to the initial assurance of fee stability. The cumulative expenses, encompassing monthly payments and maintenance fees, far exceed the costs associated with traditional vacation planning, rendering the overall financial commitment unsustainable given our current circumstances. The glaring disparity between the promised affordability and the actual costs of timeshare utilization has prompted us to reassess our membership. In light of these challenges and the substantial disparities between the expectations set forth during the sales process and the actual experience of timeshare ownership, we seek termination of our timeshare.

  Business response

  06/06/2024

  Our records indicate that ********************* has entered into two separate purchase agreements with our organization over the past decade.  The first purchase took place on September 16, 204 and was for ***** club points.  The second purchase took place a few years later on August 25, 2016, for an additional ***** Club Points. 

  When a guest is invited to a sales preview, we ask that they allocated at least 90 minutes.  Additional time is required at the end of the sales preview in the event that the guest decides to move forward with a vacation ownership purchase.  This time is needed to create the sales contract and to go over all of the finer points of the program.  

  In response to ************************* concerns, it is 100% true that her club points can be deeded down to her children or other family members if she wishes to do so.  A quick review of ********************* reservation history shows that she has had terrific use of the program.  She has redeemed club points for 11 reservations at some fantastic resorts including: Marriott's ********************************************************************************************************** Villas and Marriott's ************ just to name a few.

  All of the costs associated with her ownership interests were fully disclosed at the point of sale.  Maintenance fees do change from year to year at the discretion of the Trust Ownership Association.  Maintenance fees are a reflection of the individual component resort maintenance fees that are deeded into the Marriott ************* Trust.  

  It is not possible to simply cancel or "terminate" ************************* ownership interests.  Club points are considered to be a form of deeded real estate.  In order to relinquish ownership of her club points ********************* would need to sell them to a different individual and payoff all debts associated with financing and/or maintenance fees prior to the ownership interests changing hands.

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