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

• 

  Vistana Resort

  400 Garden City Plaza, Garden City, NY 11530

• 

  Marriott Vacations Worldwide

  33 W 37th St New York, NY 10018-6201

• 

  Marriott Vacation Club International

  1401 Lee Hwy Arlington, VA 22209-1201

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:03/23/2023

  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 file a complaint regarding the recent cancellation of my hotel booking at the Hong Kong W hotel. As a loyal Marriott member since 2021 (Member ID: *********), I had accumulated 11050 points that I intended to use for my vacation after COVID. Unfortunately, due to visa and flight issues, I had to cancel my booking and tried to change the date to re-book. While I received notice that cancellation was free 24 hours before the booking date, I was not notified that my points were about to expire before the re-booking. I believe Marriott has a responsibility to notify all customers before their points expire, even after a refund. To my dismay, I discovered that Marriott had taken away my 11050 points without notifying me. I am extremely disappointed with this situation and feel that my loyalty as a customer has not been valued. I am requesting that my points be reinstated to my account as soon as possible. I urge Marriott to take responsibility for this oversight and to ensure that such incidents do not occur in the future. Thank you for your attention to this matter. Sincerely,

  Business Response

  Date: 03/29/2023

  While we are sorry to hear of Ms. *****s dissatisfaction, her concerns are regarding Marriott International and not Marriott Vacations Worldwide (separate corporations).  We request that Ms. ****'s complaint be properly directed to Marriott International/Marriott Bonvoy.

• Initial Complaint

  Date:03/22/2023

  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.

  On May 6, 2022, we met with an agent of Marriott Vacation Club (MVC) in Williamsburg, Va. The goal was to exgange time-shares. As part of the deal, we were given 5000 points to be used within 2 years or to sell them back after 1 year which was May 09, 2023. We recently ask MVC how to proceed to sell those 5000 points. We were told that it was not possible to sell those points, and this since the beginning of the pandemia. How come we cannot sell those points after being told we could by the agent? Either the agent did not know about it or lied to us. Our goal is to sell those points and get some of our money back. There are 94 pages in the document!!

  Business Response

  Date: 03/24/2023

  Our records reflect that on May 10, 2022 Mr. ****** acquired an additional 7,750 club points in the ABOUND program.  As a purchase incentive, Mr. ****** received 5,300 single use points that are valid for travel until June 30, 2024.  Single use points can be used just like normal club points to plan a vacation stay however Mr. ****** wishes in the vacation ownership program.  

  We apologize for any confusion that took place at the time of purchase.  Single use points cannot be sold back to the organization.  Mr. ****** is welcome to make a reservation at one of our Marriott, Sheraton or Westin vacation ownership resorts.  He can also use the points to plan a cruise, stay at a Marriott hotel, or for a variety of other vacation options through our Explorer Collection.  

  If Mr. ****** needs some assistance with making a reservation, or if he needs suggestions on how to best maximize the value of his club points, he is welcome to call our Owner Services office at 800-845-4226.  Owner Services hours of operation are Monday through Friday from 9am to 8pm eastern.  

• Initial Complaint

  Date:03/22/2023

  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 have been a multiple week owner in MVC for over 20 years. For the last at LEAST 5 or 6 years I have been unable to book my home resort. I log in 15 min prior to the inventory release (9am EST 1 year before the first check-in date for the desired week) and refresh until it opens. Every year, EVERY YEAR, there is no inventory for the entire weekend. This is despite the fact that there is inventory they are happy to charge me for if I'd like to pay for the stay but it is not available to book as an owner. I end up reserving a midweek check in for a different week and pay to swap it through a third party (Interval) for a stay at a different resort. I may as well own at that resort, not Marriott. I've call every year to try and get resolution, and every year, including this year, no resolution is provided. The final resolution I would like is a week every year at my home resort which is what I signed up for, or a complete refund of what I paid for the timeshare.

  Business Response

  Date: 03/24/2023

  I am sorry to read that this owner has not been able to secure the dates of interest. We don't guarantee specific dates. This owner has the ability to secure over 90 sets of dates within the season of their Caribbean ownership and over 100 for their Utah ownership. Some of these dates are in higher demand than others. The reservations are secured on a first-come, first-served basis for owners, so we recommend confirming the inventory release date through the owner website and calling Owner Services at 9:00 a.m. Eastern on the release date.

  The inventory available on the Marriott website is typically there because an owner rented the time they own or converted their ownership to Marriott Bonvoy points.

  If the ownership is being used to secure other locations, they may want to explore the Abound program and converting their usage to Club Points. The Abound program gives owners the opportunity to exchange internally to over 90 resorts as well as opens up access to cruises, tours, and many other options.

  Customer Answer

  Date: 03/27/2023

  
  ********** ********
  
  I am rejecting this response because:
    This has been going on for years. It was never a problem in the past. The fact that for the past (at least) 5 or 6 years I've logged in at the time of release and there is NO, ZERO, ZILCH availability is unacceptable. A year here or there or if I logged in late I could understand. Every year?? The real complaint is that there actually IS inventory available for that week. IF I want to pay for it. This property is not a hotel. The owners should have first crack at all inventory. That is what we paid for. The fact that Marriott can/does set aside rooms to rent to non-owners and prevent the people who bought into this resort is criminal. This never used to be the case. I would like my ownership completely refunded. This is not what I bought into.

  
  Sincerely,
  
  Kenneth *******

  Business Response

  Date: 03/30/2023

  I checked availability for 2023 and 2024 and found several dates available in each year. This owner has already secured their 2023 and 2024 dates for all three of the weeks they own. This owner's reservation history also shows they have been able to secure dates every year going back to the first year of ownership in 2005.
  
  Regarding availability online at a paid rate, the inventory available online is there due to an owner deciding to rent their time, an owner converting to Marriott Bonvoy points, or an owner being past due in maintenance fees. This information is shared with all of our owners within the contract. 

  Customer Answer

  Date: 03/30/2023

  
  ********** ********
  
  I am rejecting this response because:
  

  Wrong. I am specifically referring to our Surf Club ownership. I was not able to book the week I logged on for. Just like the last 6 years I've had to book a week I don't want and trade it through Interval for a different property. Again; why wouldn't I just get a timeshare with THAT property?! If I log in and move to reserve a room at the precise time availability is released I should be able to get some form (Full Villa, Master Suite or Guest Suite) of room available. You mean to tell me that in .035 seconds all 450+ rooms get booked instantaneously?? For 6+ years running?? No way. Something else is going on here. I haven't been able to book that particular week in ages. It's not happenstance and it's not a rarity. It's EVERY YEAR. It's criminal and it's unacceptable. Please refund my timeshare post haste.
  Sincerely,
  
  Kenneth *******

  Business Response

  Date: 04/03/2023

  Our Aruba resorts are some of the most sought-after properties we have. Yes, inventory for the resorts can go within seconds. Please understand that we have hundreds of associates answering the phones, so hundreds of reservations are made within a very short period of time. Owners also have the ability to make reservations online at the 12-month inventory release, so it is not just the owners who are calling in to secure dates. Also, please keep in mind that not all of the villas have the same season, so not all of the villas are secured on the same inventory release dates.
  
  As previously stated, we do not guarantee specific dates. Ownership is sold with range of dates within a season. While I understand the dates secured were not the first choice, this owner has been able to secure reservations every year since 2008. Therefore, we respectfully decline the request for a refund.

  Customer Answer

  Date: 04/04/2023

  
  ********** ********
  
  I am rejecting this response because:

  Wrong. I was able to get undesirable weeks, yes. What is the point in that? What other option do I have? Trading for points is a total short. I need a week to trade for a week. There is some shenanigans going on with the inventory at Surf Club. I never used to have an issue and I STILL don't have an issue at our other timeshare (Marriott Mountainside). I am able to get the most popular weeks without an issue. Surf Club? Not so much. This is a class action lawsuit waiting to happen. Stay away from buying at Marriott Surf Club!!
  
  Sincerely,
  
  Kenneth *******

• Initial Complaint

  Date:03/20/2023

  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 had withdrawn my report to the Better Business Bureau, and my report for fraud, because an agent of Marriott had called and deceived me into thinking that everything was taken care of. Marriott sold me a vacation package for a weekend in Boston. They lied on the phone about the price, calling later to ask for hundreds of dollars more. That was their first fraud. Now they call to tell me that I cannot use my vacation package unless I report to a sales presentation on Easter morning. That is a breach of contract. I was not informed when I paid several hundred dollars that I would be required to attend a presentation on Easter morning. Though I was not obligated to do so, out of my own curiosity I offered to meet a sales representative on Tuesday, Wednesday, or Thursday morning. I was told I could not do so, but was given no comprehensible reason for this rule. I will now renew my complaint with the Better Business Bureau that I had previously withdrawn for deceptive sales practices and breach of contract. I will also renew my fraud inquiry. This is a demand for a full refund of all money I have sent to this fraudulent organization.

  Business Response

  Date: 03/21/2023

  A leader from our corporate Customer Advocacy office has emailed Mr. ********* and resolved this matter for him.  If Mr. ********* has any further questions or concerns he is encouraged to respond to the email received.

• Initial Complaint

  Date:03/20/2023

  Type:Product 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.

  Marriott Vacation Club (MVC) provided inaccurate information that led to a $1,015 loss, they have not provided a resolution to after multiple requests. Summary: Original points reservation in 2020 was cancelled due to COVID, the points were returned into a restrictive account (120 day hold) for future use prior to 12/31/2022 (3,625 points). We rescheduled in 2021 & able to use 625 of the restrictive points. We were told multiple times by MVC when booking that we had the option to use the remaining 3,000 points as resort credit (restaurants, activities, etc). This was confirmed again via phone in the weeks prior to check in. At time of check in, we were told resort credits were not allowed due to an ‘ownership change’ to Sonesta (which appears to have occurred well before our reservation was made). The credits are valued at $1,015. MVC still lists this property as a vacation club option, but with a disclaimer about being a co-located hote, this was not in place prior to our booking. We raised the concern at the resort & via multiple phone calls w/ MVC & were always told there are other options to use the restrictive points – ie continue to try and book a new 120 day out reservation (extremely difficult) or transfer to Marriott Bonvoy (at a lower value) They never addressed the root of the complaint that the issue was caused by MVC providing inaccurate information. We would have gladly booked a different resort in Kauai where resort credits could be used. We are seeking a fair resolution for the value of the 3,000 points that expired on 12/31/22. Attachments File1: MVC webpage showing resort credit options File2: Summary of our reservations & info that shows ownership changes at the resort

  Business Response

  Date: 03/28/2023

  We are sorry to hear of any confusion surrounding the March 24, 2021 rebranding of the Royal Sonesta Kauai Resort Lihue hotel adjacent to Marriott’s Kauai Beach Club and the use of resort credits.
  
  Due to the impact of COVID-19 to owners who had active reservations in 2020, Marriott Vacations Worldwide provided 120-day hold points for use until December 31, 2021 which was later extended to December 31, 2022.  This extension was given to assist our owners in rebooking their vacations at a later date, but not at the risk of impacting future vacation availability.
  
  In review of Mr. ******s account, we were disappointed to find no usage of his extended vacation club points in 2022 although there were various vacation travel options.
  
  As a gesture of goodwill and final resolution of this matter, we are agreeable to provide 3,000 MVC Only 60-day hold points valid until March 30, 2024.  These hold points may only be utilized at a Marriott Vacation Club resort, reserving within 60-days of vacation travel date.  Please allow 3 to 5 business days for completion of the point posting to the owner’s account.

  Customer Answer

  Date: 03/30/2023

  
  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:03/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* ***** *********** Customer ID: ******* Primary Marriott Vacation Club Account Number CONTRACT FOR : 4 Beneficial Interests #******* *********************** PAST DUE AMOUNT 972.70 * I am currently 85 years old, and unable to travel like I used to in the past. Last year (2022), I revised many aspects of my life including ownership of the timeshare. I diligently applied through the Marriott branded exit program advertised on their website. See the link below. ******************************************  I was under the impression from my discussions with this exit group that I would be free and clear of my obligations after completing the process. made sure to be current on fees. The email they sent me actually advertised that "This option will not result in any financial proceeds to you either; however, it is a guaranteed, quick way to exit the program and eliminate your ongoing annual maintenance fee commitment, including the upcoming 2023 maintenance fee." The deed in lieu (for the ownership weeks)process went smoothly and I was relieved. It turns out there was another legal contract for “points/beneficial interests” and they stem from an upgrade contract signed (and paid off) in 2015. I called back to attempt to resolve the issue. Anna T******- Resale Operations Dianne A******- Customer Advocacy MVC Shannon M******** ****- VP Marriott Hotels customer service They could and should have made me aware that I needed to exit another contract, if that was the scenario. However, I was never made aware that I had to exit the upgrade point contract as a separate matter in order to exit my obligations with MVC. They made no attempt to help an 85 year old lady, a 30 YEAR CUSTOMER. It seems like misrepresentation especially to an elderly and loyal long time customer. It could and should have been handled another way. This seems like bad business practices at best, even IF legal it is clearly deceptive to the customers.

  Business Response

  Date: 03/15/2023

  We are very sorry to learn of Ms. ***********'s request to relinquish ownership of 1,000 points in the ABOUND vacation ownership program.  The club points owned by Ms. *********** are a separate deeded real-estate ownership interest and has nothing to do with the Desert Springs Villas ownership interest that she relinquished ownership of previously.  While it is true that our resale office offers a voluntary deed back program to Marriott Vacation Club owners' certain conditions must be met in order to qualify for that program.  The first requirement is that an owner cannot have an outstanding mortgage or maintenance fees due for the ownership interests in question.  The second requirement is that an owner cannot secure usage and then request for the interests to be deeded back to the organization.  In review of Ms. ***********'s account we see that she has already converted her 2023 and 2024 club points to Marriott Bonvoy points.  2023 maintenance fees are also outstanding and 2024 maintenance fees will be the owner's responsibility since she has already arranged usage in 2024.

  Ms. *********** is welcome to contact our resale office in 2024 to request a deed back of her club points with 2024 as her last year of usage.  If there is an outstanding loan assocaited with the club points that would also need to be satisfied prior to the resale team having the ability to initiate a deed back transaction.  

  Business Response

  Date: 04/05/2023

  Further research shows us that on February 3, 2022, Mrs. *********** decided to redeem 500 of her club points, trading them to 20,000 Marriott Bonvoy points.  She did this for her 2023 and 2024 club points thereby arranging usage during those years.  Mrs. *********** is welcome to contact Owner Services at 800-845-4226 to inquire if the 2024 transaction can be reversed.  Since we are already in the 2023 use year, that transaction definitely will not be able to be reversed.  

  Customer Answer

  Date: 04/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I did talk to the Marriott Vacation owners club and they advised me that I did not bank any points towards future travel.  In every instance I only used what I had already paid and earned.   I do not want the ownership of the remaining points or the beneficial interests.  I hope there will be a solution with your company.  Please explain what you mean.
  
  Sincerely,
  
  ********* ***********

• Initial Complaint

  Date:03/15/2023

  Type:Customer Service 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 out of my Marriott Vacations Club timeshare ownership. I have reached out to MVC several times regarding my request to exit and they have done nothing. I was under the impression that my purchases were like any real estate venture, i.e. I was buying something that had a monetary value. However, the timeshare is far from that. I am 75, widowed and on a fixed income. My last 2 or 3 times, I have come to the realization that, while nice to go someplace warm for a month in the middle of winter, going to Florida is at least a 2 day drive each way, and is getting to be a struggle. I also came to the realization that, the sum of the monthly loan payments and the annual maintenance fees last year represented just under one third of my income for the year. Pretty expensive for basically one "vacation" per year. One of my reasons for the purchase(s), was to provide an asset to my two daughters for "nice" vacations. After talking to both, they didn't want want it. With little or no desire to travel anymore myself, the lack of interest to my family, and the difficulty of booking vacations, I don't really see any use for it in my or my family's future. I am requesting to relinquish my ownership and close my account entirely. Please send me all information needed to proceed.

  Business Response

  Date: 03/15/2023

  We are very sorry to learn of Mr. ********* request to relinquish ownership of his club points.  Mr. ********* club points are considered to be a form of deeded real-estate, so in order to relinquish ownership he will need to sell them and/or transfer ownership to a different individual.  We do have a resale operations department that is dedicated to educating owners in Mr. ********* situation.  Mr. ******* is encouraged to contact our resale office at ************.  

  Customer Answer

  Date: 03/23/2023

  
  Complaint: ********
  
  How can a review of documents determine what actually happened during the presentation? My dissatisfaction with my timeshare comes from the fact that the salesteam did not allow me enough time to review the contract before signing and the terms were not properly explained to me. The salesteam misled me with false information regarding timeshare ownership that was entirely different than what was stated in the contract I signed. I had no idea at the time that what I signed and what was promised to me were two different things. This has nothing to do with what is written in the documents. The salesteam purposely left out pertinent information I needed to know about the timeshare just so they could make a sale. Marriott tries to use the contract as evidence that I understood the terms and conditions of the ownership. However, the contract that they claim eliminates the possibility of any misunderstandings is flawed. The problem lies in the fact that the actual time spent with a contract in front of me was minimal. Most of my time was spent waiting and being told what a great investment this was, not actually discussing the contract and the terms and conditions. 
  As I have explained to Marriott multiple times before, I am 75, widowed, and on a fixed income. The last 2 or 3 times I used the timeshare, I came to the realization that, while nice to go someplace warm for a month in the middle of winter, going to Florida is at least a 2 day drive each way and is getting to be a struggle. I also came to the realization that the sum of the monthly loan payments and the annual maintenance fees last year represented just under one-third of my income for the year. Pretty expensive for basically one "vacation" per year. With little to no desire to travel anymore, the lack of interest in my family, and the difficulty of using the timeshare, I have no use for it in my or my family's future. I need out of the timeshare now! 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 03/28/2023

  Mr. ******* has purchased several separate ownership interests in-between 1990 and 2021.  We have never received a complaint from him about being misrepresented by a member of our sales organization until now.

  Each new purchase was granted a 10-day rescission period, during which time owners can familiarize themselves with the details of the vacation ownership program and cancel for any reason.  There is no lucid evidence that anyone lied to or misrepresented Mr. ******* over the many, many years that he has enjoyed his ownership interests.  We consider this matter closed.

• Initial Complaint

  Date:03/08/2023

  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 an American Citizen residing in U.K. In June 2022, in Spain, my Husband and I were sold a Marriott Vacations Club ownership, for £9,000 plus annual fees of appx. €1,268. We were advised by and met with only one salesperson (Named Jeff K***), whom misold and mislead us / falsley advertised the product. Jeff logged into his ownership to show us how easy it was to use, however his level of access to inventory was platinum. That is not the level of ownership we were sold. We were told that the product was easy to use and would benefit our family. Jeff K*** then took our credit card information and held it on file that same day (June 2nd 2022), he advised us to go back to our hotel and he would prepare the documents / contract to sign. We never saw or spoke to any person at the Marriott Vacations Club sales office, only J.K***, this means the documents were not explained by a impartial quality control representative. J. K*** then met us the next day at another resort nearby, kept us waiting and brought the contract for us to sign, again we were not advised or given the opportunity to have an advocate go over the contract with us, even worse he made us stand outside in the heat around other hotel guests at the outdoor bar! After we signed the document, J.K*** took the documents with him. We do not know if they were altered or changed. These points break EU Law on timeshares. I have now paid Marriott Vacations Worldwide a total of £9,000 plus+ €1,200 in annual fees plus+ $270, with no training on how to use this product, no support of how to use the website, zero transparency on when we can book in the ''booking window''. There is no availabilty of inventory and zero options to use this product. We have been passed around global customer support teams with no end in sight. I have suffered stress, anxiety. nightmares and depression. Marriott has taken our money and given us zero return on our investment.

  Business Response

  Date: 03/10/2023

  We are very sorry to receive this complaint from Mrs. *******  In review of Mrs. ******'s ownership profile, we see that she purchased one week at Marriott's Marbella Beach Club.  The ownership interest is valid for travel in a 2-bedroom luxury villa accommodation during the silver season, which consists of travel dates comprised of weeks in January, February, March, November and December.  Owners may place their reservation requests up to 12 months in advance.  Reservations are granted on a first come, first serve basis. 

  We have a dedicated team of Vacation Advisors in our Owner Services office who are ready and willing to assist Mrs. ****** with planning her next vacation stay.  The telephone number to Owner Services from the United Kingdom is ** *** **** ****.

  In response to her concerns about being misled, each new purchaser is provided with a detailed Quality Assurance Checklist as well as a complete set of their purchase documents on the day of purchase.  Mrs. ****** signed  agreeing that she received all of the necessary program disclosures and we can produce these signatures if needed.  

• Initial Complaint

  Date:02/27/2023

  Type:Customer Service 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 Dec, 2022 we were sold an Encore package for a vacation package at ****** ****** ****** resort. We signed a 4-page contract to seal the deal. Monthly payments were to begin in Feb 2023. When I called to ask about payments they said the contract was “lost” in the system. I emailed the copy of the contract and I was told they could not honor the contract. The salesperson should not have sold it because we already had an encore package on file. We didn’t know that was a rule and we signed a contract and the salesperson made an error by selling it. But that error should not hurt us and we have a signed agreement that now is being taken away from us. We made plans and built excitement with a 5-yr old grandchild about a vacation that now has been robbed from us. This is awful and ALL wrong! And the worst part is that no one in management will even talk with us. I’ve been trying to connect with someone for over a month. We have been ****** owners for 10 good years. Now that they have merged with Marriott Vacation Club it’s nothing but a scam and a constant series of mistakes. It’s horrible! I wouldn’t recommend to anyone to get sucked into this nightmare.

  Business Response

  Date: 03/06/2023

  We apologize a second Encore package was sold to this guest. It was an error on our part as guests are only able to have 1 of the highly discounted Encore packages. Unfortunately, we cannot reinstate the package. However, the guest has options of using the Owner discount code on a nightly rate reservation, or contacting Interval International to determine if they have Getaways to the resort of interest. 

  Customer Answer

  Date: 03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:  the business is not doing anything to make up for their mistake or resolving the situation that they have broken a signed contract/agreement.  Offering use of our discounts that we already have (thus they are not adding anything to us for their mistake) for travel to that resort does not come anywhere near to adhering to an offer that was made to us and signed for by us.  We have family that already planned and was counting on this vacation with us. Just because the business made a mistake in offering this to us, we should not suffer.  Comparison - if a I bought a winter coat that I loved, brought it home and looked forward to wearing it and the store came back to me a month later and said, "sorry, we sold that coat to you in error - please return it", that would be an unfortunate error, should/would never happen and I as the customer would not accept that. This really is the same thing.  Thus, I don't accept the business's response....very poor business practice - please own up to your mistake Marriott Vacation Club and follow through with what was offered to us!  This really looks like a business scam that hurt us!  I am hearing from so many other fellow travelers that this business continues to practice very poor business policies.
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 03/20/2023

  We again apologize for the issue. We cannot reinstate the original Encore package but can offer a traditional package to the resort. The package offer is a one-bedroom for 4 days and 3 nights at the ****** ****** ******. The cost ranges from $299 to $499 depending on the time traveled. If this is of interest, please contact Greg R******* at ************* 

• Initial Complaint

  Date:02/24/2023

  Type:Customer Service 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 the executor of the estate for a deceased individual who owned a Marriott timeshare. I have been trying to speak to someone for months at Marriott about the property so that the estate can be resolved. They refuse to speak to me until my name has been added to the account. I submitted the relevant paperwork that the Owner Modifications Department at Marriott requested (death certificate, articles of authority, etc.) over a month ago and they have still not updated the account to enable me to speak to someone. I spoke to the Owner Modifications Department on February 10th and they told me they could not give me an estimate of when the account would be updated. I spoke to the Owner Modifications Department on February 17th and they told me it could take 30-45 days for the paperwork to be processed. I spoke to the Owner Modifications Department on February 24th and they told me they were still processing requests from December and it might be "some time" before my request is processed. All I am trying to do is to speak to someone about the deceased's property so I can manage and resolve the estate. Meanwhile, Marriott continues to invoice the deceased individual for owner fees and late charges for unpaid fees.

  Business Response

  Date: 02/27/2023

  Member Services is unable to assist Mr. ****** until he follows the appropriate legal process for transferring Mr. ********s ownership interest.  Mr. ********s ownership interest is deeded real-estate in the State of South Carolina.  South Carolina real-estate law dictates that Mr. ****** will need to work with an attorney in that State to prepare a new ownership deed, showing the transfer of ownership from Mr. ******* to Mr. ******.  Once the new deed is recorded by the county, Mr. ****** will need submit the newly recorded deed, along with all of the other documentation required in the attached ownership transfer requirements documents as necessary for the organization to update our internal systems. 

  Owner Services will accept maintenance fees payments, even if Mr. ****** is not the official owner of the interest in question.  In order to make a payment, please call Owner Services at 800-845-4226.

  Business Response

  Date: 03/06/2023

  From: F********, Ray (MVCI)
  Sent: Monday, March 6, 2023 9:42 AM
  To: ******************* *******************
  Subject: MVW
  
  Good morning Mr. ******,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau.  I understand that you have some questions about a deceased individuals ownership interest.  If you can kindly list your questions via response to this email, I will do my best to answer them for you.
  
  Thank you,
  
  
  MARRIOTT VACATIONS WORLDWIDE
  Ray F********
  Director, Customer Care
  customer Advocacy

  Customer Answer

  Date: 03/07/2023

  
  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,
  
  ****** ******