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.

close

Find a Location

Marriott Vacations Worldwide has 79 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Marriott Vacations Worldwide

  P O Box 690549 Orlando, FL 32821

• 

  Vistana Resort

  400 Garden City Plaza, Garden City, NY 11530

• 

  Marriott Vacation Club International

  1401 Lee Hwy Arlington, VA 22209-1201

• 

  Marriott Vacations Worldwide

  4101 NW 87 Ave. Miami, FL 33178

• 

  Marriott Vacations Worldwide

  4101 NW 87th Ave Doral, FL 33178-2122

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:02/23/2023

  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.

  We have been a Marriott Vacation Club owner for about 10 years. We have tried to book: Hawaii & Caribbean every year of that time & have never found availability. In fact it seems every time we go to book we have to pick some place we didn’t intend to go just to use the timeshare. It’s clear they have both over sold & they allow people who aren't owners to buy the timeshares off of public sites. Leaving their paying members without access to the service we pay for. Fees increase every year. I have been trying for months to get a vacation booked on their website to find out today from one of their representatives that their website doesn’t work with MAC computers which is why I haven’t had access to the website to use the service that again we pay for every year. Now we are losing points we’ve already paid for because their service & availability to that service sucks. I’ve read the reviews on your site and there are 100s with a similar story to ours. Seems like it’s time for a class action lawsuit to me. Will the BBB do anything to hold this company accountable for an egregious pattern of behavior against their customers?

  Business Response

  Date: 02/23/2023

  I am sorry to read this owner has not been able to secure Hawaii and Caribbean locations. Without knowing when, where, and what size villa is of interest, it is difficult to provide specific options. However, there is currently availability in Hawaii at several locations. For example, Marriott’s Ko Olina Beach Club has availability in late August in a guest room, and availability in September and October in a two-bedroom. While I didn’t check all the resorts, I can say there are currently villas available at Marriott’s Maui Ocean Club, Kauai Beach Club, and Waiohai. This inventory is live, so it can change at any moment.
  
  I do apologize for the issues using Apple products. The owner can call Owner Services for assistance with booking dates. If the owner prefers to use their Apple device, they may want to consider downloading a Windows Virtual Desktop. 

  Customer Answer

  Date: 03/05/2023

  
  Complaint: ********
  
  Nice try Marriott vacation club.  Hawaii required 14 days of quarantine for months so the demand dropped because who the hell would want to do that?  Of course things opened up.  Again you have over sold & under delivered at every turn for 10 years. 
  

  As for the apple response you want me to purchase a Microsoft virtual machine at $100 just to access your service that we have already paid for?   This has to be a breach of contract!  You don’t give apple users access to book or pay for your services & then you want us to pay more money?

  Because I know this response will be public, Are there any attorneys out there reading these 100s of complaints on the BBB website that are willing to take on a class action lawsuit?  Please contact us because we are willing to stand up against this corrupt corruption! 
  
  
  
  ***** ********

  Business Response

  Date: 03/16/2023

  I do agree that the demand for travel dropped during COVID. The dates I shared that were available at the time of the original response were for this year. I did another search while writing this response and can still find dates available in Hawaii and the Caribbean. We don’t have the ability to oversell. Ownership is deeded, and each deed is recorded within the county where the property is located.
  
  Regarding the virtual desktop, there are options available at no cost. If this is of interest, the owner may want to search online for free Apple Windows virtual machines.

• Initial Complaint

  Date:02/22/2023

  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.

  Salesperson, Johnny ******, forced sell a loan in order to pay for timeshare. I asked to pay with cash but was rushed into signing a loan contract instead. The contract has 10 day grace period for cancellation and I asked via phone and in person at the sales office at the ******** ******** **********, Myrtle Beach location for the cancellation two days post signing date but was given the round around and was told to file the request in writing via a different office/owner services office. When I called the owner services office, I was told that Sales has to be the one authorizing. The back and forth continued via phone and emails since Dec.21st (sign date) till today with no actual resolution.

  Business Response

  Date: 03/06/2023

  A senior leader within the Customer Advocacy department has contacted this guest. 

• Initial Complaint

  Date:02/21/2023

  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.

  Marriott Vacation Club is awful. My spouse and I purchased ownership points with them in July 2021. The terms of our negotiation included receiving 2 years of maintenance fees waived, 2,000 bonus points upon signing as well as 1,000 bonus points after 2 years. During signing I did not see maintenance fees waived, I asked for it to be edited, which they claimed they did by hand. The initial 2,000 bonus points for sign-up were not delivered automatically. I got in touch with the sales representative, Rene, several times to drop bonus points into our account, it credited towards the end of 2021. At this time I received a bill from Marriott for maintenance fees. I got in touch with customer service who directed me to sales to resolve getting fees waived. Importantly, we never received ownership points in 2022. They are giving "bonus" points for signup when actually they are points for the first year of membership - this is NOT a bonus. All the while, we get letters from Marriott with our names mixed up and incorrect. I call to get it sorted out several times. We did take a wonderful vacation in Kauai in May 2022 using the "bonus" points, thankfully due to my vigilance, all information was correct on our reservation. But we continue to get incorrectly addressed letters in the mail. The final straw is I receive a bill from Marriott for maintenance fees AGAIN in November 2022. Customer service refers me to the local sales office and the person I worked with before, Rene, is no longer there. The sales managers in Waikoloa (C.B**** and R.L*******) will not help with this situation, they claim maintenance fees were to be paid by Marriott for 18 months. I asked for help to remove maintenance late fees while we sort out this situation and they referred me to customer service. Marriott collections are now calling but we will not pay another cent to Marriott until they honor our signing contract, points, and bonuses promised to us. We will not be yoked to bait and switch tactics.

  Business Response

  Date: 03/28/2023

  Our organization does not pay maintenance fees for new owners.  We apologize for the confusion.  Ms. ***** acquired 1,000 points in the Marriott Vacation Club Destinations Program on July 30, 2021.  At the time of purchase, Ms. ******s first year of occupancy was deferred to use year 2023.  This means that Ms. ***** was not responsible for maintenance fees in 2021 or 2022.  Mrs. ***** receive 1,000 Marriott Vacation Club Trust points on January 1, 2023 as that is the beginning of her first use year.  Maintenance fees coincide with usage, therefore 2023 maintenance fees were invoiced in the Fall of 2022 and are currently past due.  

  According to Ms. ******s purchase contract her first day purchase incentive was 2,000 club points.  These points were awarded on August 6, 2021 and they are valid for use through August 5, 2024. 

  Ms. ***** also signed up for our loan payment incentive program, whereby owners can earn 1,000 additional club points if they make the minimum payment on their loan for the duration noted in their purchase disclosure documents.  Ms. ***** received 1,000 loan promo points on February 3, 2023.  

  While we apologize for any misunderstandings, Mrs. ***** does owe the 2023 maintenance fees.  She is encouraged to call owner services soon at 800-845-4226 in order to make her payment.  She can also pay on the owner's website *****************************

  Customer Answer

  Date: 04/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: There absolutely has been malice by way of wilful ignorance and constant moving of the goalpost on the part of Marriott representatives in response to our complaints as they shuttle us back and forth on phone calls to customer service and the sales office. We have gotten no action to resolve their breach of contract until after a year and a half we stopped paying as a result of their negligence and false sales practices. What they are now calling "incentives" do not match what was agreed with us by their Sales office. It makes no sense we would willingly oblige to having our ownership deferred for 2 years unless they were being dishonest about the terms. And in this current response stating maintenance fees are waived for a year in 2022, once again there is a total lack of consistency on their terms as the Sales Office response as evidenced in my provided emails their Sales Office explained the maintenance fees were waived for 18 months which is also incorrect. Repeating again we will not be paying maintenance fees that were agreed to be waived for 2 years. Yes we did use "bonus" points in 2022 understanding they were a BONUS (the exact terminology used) and expected our ownership points in 2022 which are due to us and we have not received. We have not used a single ownership point thus far and reiterating the total confusion on this point, Customer service told us late last year they would not be delivered until 2024! And then the Sales office looked into in the start of this year and suddenly the points are delivered in January, one year and half after we signed our ownership contract. Marriott is responsible for waiving the the maintenance fee until July of this year, clearing the late fees they have assessed wrongly, as well as delivering the ownership points owed for 2022. These are the contract
  terms we agreed to and we will not be bullied into unfair, inconsistent and nonsensical terms.The terms we have understood and repeated since the beginning and signed for have remained consistent throughout. Instead of taking vacations Marriott seems to be in the business of wasting our precious time and energy trying to reclaim what Marriott promised us and have failed to deliver.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/12/2023

  The corporate Customer Advocacy office has reviewed Mrs. ******s concerns and determined that maintenance fees are owed for the 2023 use year as that is when she agreed to have her club points begin.  First year of occupancy is clearly disclosed within her sales contract, and the maintenance fee obligation is also explained in writing.  Mrs. ***** had 10 days from the date that she signed her contract to review the terms of her ownership purchase, during which time she could have cancelled for any reason.  At this juncture our organization will abide by the sales contract.  There was not breach in the contract as Mrs. ***** clearly owes maintenance fees per the agreed upon terms of her purchase.

• Initial Complaint

  Date:02/17/2023

  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.

  Purchased Marriott Vacation Club (MVC) package for my partner and I in June of 2022. My partner died unexpectedly in December (I have the police report and obituary). No longer able to book because I don't have anyone and certainly have no intention of even looking for quite a while. I understand that is not Marriott's problem but the whole reason I agreed to it was to look at timeshares with my partner. When I asked to cancel, the customer service rep said she could only extend the trip for another year. If I don't take the trip, MVC will charge me full price, which is extremely high. I also now have to pay her half of the rent and cannot afford any of this any longer. I just want a refund and to try to get on with my life without having this looming over me as a reminder of her death.

  Business Response

  Date: 02/20/2023

  First, we are very sorry to read of the guest’s partner passing. These packages are sold as non-transferable, and non-refundable. If the guest decides not to travel, we will retain the deposit, but we will not require or charge any additional fees.

  Customer Answer

  Date: 02/21/2023

  
  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:02/10/2023

  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.

  The bottom line is we have owned our timeshare through Marriott for over 18 years. We no longer want it so we called to see about our options for giving it back. They continue to suggest that we use their listing program to sell it but our maintenance fee has to be current and we must pay this year as well. They want us to pay for something that we will not be using. Actually, we have barely used it. The booking process has been a hindrance. We did trade one week for a timeshare in Vegas. The property was second rate and we got daily phone calls urging us to attend another sales meeting. The maintenance fees are nearly 1600 a year now for something we never use. They never once told me that this contract would last forever. Spending an extra $1600+ a year is unnecessary and I doubt my kids will ever use it. That amount of money could go to other commitments like investing in my grandkid's education or our retirement. These people make it their business to corner you with an agreement that is only beneficial for the company without the customer in mind. **** *** ******** *******

  Business Response

  Date: 02/14/2023

  We are disheartened to hear that Mr. ******* wishes to exit his ownership but understand his personal circumstances.  Although resale program offerings are not guaranteed, we are pleased to contact our Resale Operations team on the owner’s behalf.
  
  In communication with Resale Operations, a repurchase offer is not available; however they can list the inventory for sale at a listing price of $10,000 and offer a net sale of $5,000.  This would be for first year occupancy of 2024.
  
  The owner may accept the offer by contacting Resale Operations at 866.682.4547 or via email [email protected].
  
  Resale of their vacation ownership interests may also be facilitated on their own or through a third party, being mindful of such companies requiring upfront fees.  The owners may log onto www.arda.org for resale tips and references.

• Initial Complaint

  Date:01/23/2023

  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 got pressured into joining the marriott vacation club and paying over a thousand dollars for a service that I and.my wife will never be able to use because we are now disabled. I have got the run around and excuses when told I cannot cancel the contract and get my money back. cannot transfer it.

  Business Response

  Date: 01/24/2023

  Mr. and ***************** recently visited Marriott's Grand Chateau resort on November 15, 2022.  During their stay they volunteered to attend a 90-minute sales preview for the Marriott ************* ABOUND program.  At the conclusion of the sales preview Mr. and ***************** agreed to purchase an encore package, which is a deeply discounted future stay at the resort.  The encore package may be used anytime between now and May 15, 2024.  The best part of an encore package is that if Mr. and ***************** decide to enter into a purchase with Marriott ************* during their return visit, the funds used for the encore package can be applied to their new purchase as a portion of their downpayment.  

  These promotional stays are non-refundable, non-exchangeable and require both spouses to be in attendance for the next sales preview.  If something has changed with respect to Mr. and ********************* physical health over the course of the last few months that prohibits them from having the ability to travel, then they are encouraged to obtain a letter from their medical physician and submit it to our Customer *************** at ********************************************************* 32821.  Upon receipt, the physician's letter will be taken under consideration.  

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18873635
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/25/2023

  I am a 100 percent disability from the VA and my wife has a ostromy bag as well as knee issues. How much more do they need.

  Business Response

  Date: 01/31/2023

  Im sorry this guest feels pressured into purchasing.All new purchasers are provided with a legally required 10-day rescind period.  The 10 days was determined to be enough time for purchasers to review the agreement away from the sales team and determine if they want to move forward.  As stated within the purchase agreement, there isnt an option to cancel after the rescind period.  However, the guest may want to consider selling the ownership on the external market. 

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18873635
  
  I am rejecting this response because:

  I was called by them and they said I cannot transfer or refund only cancel membership with no refund

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

• Initial Complaint

  Date:01/17/2023

  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.

  Hello, I purchased a "Marriott Encore Vacation Package" for Singer Island, FL. I had selected some initial dates in March 2020, however COVID started and the resort closed for COVID. Following that, of course we all know the world events which followed. Marriott Vacations did contact me several times (probably every 2-3 weeks) seeking to get me to book travel, however I informed them (and they accepted) that I was both not comfortable traveling due to COVID-Masking Requirements having compromised travel companions and equally, I didn't want to travel to a "resort" that had restricted amenities out of concerns of COVID. Whenever Marriott called and pressured me to book dates. At those times I requested additional time to book and was granted the additional time. There were times I called in and they were initially reluctant to provide me an extension at which juncture I asked them to give me a refund. They declined and said they would extend my package. Now I'm trying to use the package and being told it's expired. Requesting a refund or replacement, while noting to Marriott Vacations that on the Hotel Side, I am a Titanium Elite member and control travel accommodation decisions for over 1,000+ individuals.

  Business Response

  Date: 02/23/2023

  In review of Mr. ****'s account, we see that he initially purchased an encore package at Marriott's Ocean Pointe resort on January 8, 2019.  This special promotional offer initially had an 18 month expiration period, which Mr. **** agreed to. Mr. **** was able to reserve the package for three separate arrival dates: March 19, 2020; June 24, 2020, and June 29, 2020.  We understand and empathize with Mr. ****'s decision not to travel in 2020 due to reasons related to the COVID-19 pandemic.  As an exception, the organization gave all promotional package guests a total of three years to take advantage of their offer.  With this extension, Mr. ****'s package was extended through December 31, 2021. 

  At this point the package has been expired for more than a year.  The villas allocated to house Mr. ****'s encore package return stay are depleted and the organization is unable to honor his request to renew the offer.   Mr. **** had the opportunity to use the package starting January 8th 2019 to March 2020 (prior to the pandemic), and throughout 2021.  Many guests resume normal travel in 2021 as there were vaccines available and enhanced COVID-19 procedures in place at all Marriott Vacation Club resorts to help keep guests safe.  

• Initial Complaint

  Date:01/10/2023

  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.

  My husband and I attended a Timeshare presentation on Dec 21, 2022. We fell victim to the high pressure sales presentation and signed up for a $20,000 purchase of the Marriot Trust Points. After we got home and did more research - we decided that this was not a good thing for us and sent in the required signed cancelation form within the allotted timeframe. The initial $20,000 purchase was put on my credit cards. As of today - January 9, 2023, the refund has not been processed. I have attached the confirmation that the charge would be cancelled before 1/9/2023. It ahs not been. I have sent several emails and left VM's for ********************************* ************************************ and the ******************** at WDW New Owner Admin Salvage <*************************. Would like to have the $20,000 refunded - by the deadline that they said was going to occur. It is ridiculous that they are holding onto my money for almost 2 weeks since I have cancelled.

  Business Response

  Date: 01/11/2023

  From:
  Sent: Wednesday, January 11, 2023 2:51 PM
  To: *******************
  Subject: MVW Customer Advocacy
  
  Good afternoon *********************,
  
  I am in receipt of your complaint filed with the Better Business Bureau.
  
  I am sorry to hear about your decision to cancel your recent purchase into the ABOUND program. Our sales executives are trained to provide a low key, professional and informative preview of the ABOUND program and how it can ******************* vacations. I understand from your complaint that you have already informed our sales department of your intent to cancel your purchase within the 10-day rescission period. In an effort to assist you, I will follow up with that team now and request a status update for you regarding your cancellation request. I will follow up with you just as soon as I have more information.
  
  Kind regards,
  

  Customer Answer

  Date: 01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is a step in the right direction that someone has acknowledged my complaint. Until I have a refund for the $20,000 the issue is NOT resolved. They have had 13 days to refund my money and they have not done so. Nor have they provided proof that they have contacted my credit cards to do so. They continue to blow me off when I call the sales office. Do not return calls and have not responded to emails that I have sent.

  Business Response

  Date: 01/13/2023

  ************************* purchase deposit was refunded today 1.13.2023.  We thank ********************* for her patience during this process.  If she has any further questions or concerns, she is encouraged to contact our corporate Customer *************** at ************.

• Initial Complaint

  Date:01/07/2023

  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.

  We bought into a vacation club package through Marriott. Unfortunately our salesmen sold ** on a package that we currently are not receiving the benefits of. He did this through lying, embellishing and exaggerating terms that are hidden in the fine print of the 100 page document that we signed. 1) Lies and embellishment of how far our points that we were buying would would allow us to travel. We were only shown options that I have come to find out are rare circumstances to be able to book a vacation for using the points we were quoted. 2) Our annual fee/maintenance is roughly $300 dollars higher then we were quoted for.We were sold on lies of how far the package that we bought would allow us to travel and are now paying higher annual fees our first year. Asking for a refund and out of our contract.

  Business Response

  Date: 01/17/2023

  We are sorry to read this guest feels misled about the purchase.  We provide the full details of the agreement within the contract and Public Offering statement at the time of purchase.  There is also a 10 day rescind period for guests to review the agreement and determine if they want to move forward.  However, as stated within the purchase agreement, there is not an option to cancel after the 10 days has passed.  We recommend the owner review the Helpful Tools section of the owner website.  This section is in place to help owners learn how to make the most out of ownership. We also recommend communication directly with ***** Services for any questions related to ownership.

• Initial Complaint

  Date:01/04/2023

  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 had booked two nights at ********************** villas, which then corrected to one night, as two consecutive nights were not available. I re-booked at the same hotel for a separate night but did not realize I would be charged a fee twice, so I cancelled the room within the timeframe given in the app, and booked a room at a different hotel on Kauai. Since both hotels belong to Marriott Bonvoy, it was a pretty seamless transition. However I never got my money back for the cancellation of the Westin. I had reached out to ****** and they had redirected me to the hotel. I have reached out to both since the initial contact and never received a response. This stay happened in October of 2022, so there has been adequate time to respond and rectify the situation. I was additionally charged extra on a separate ****** charge in the same week, with no explanation of the charges and no reply when I had reached out.

  Business Response

  Date: 01/24/2023

  This guest purchased a Member Rate, Prepay Non-refundable, Non-changeable reservations.  As the name states, these reservations cannot be modified.  If a guest needs to cancel, a refund will not be provided unless it is cancelled within 24 hours of booking.  To ensure guests understand the hotel cancellation policy we require them to check a box that states, I have read the rate details and accept the cancellation policy.  This guest secured the reservations on September 30th, then cancelled on October 2nd.  Due to the cancellation coming more than 24 hours after booking, we cannot refund the monies paid.  We also understand at times unexpected events occur that prevent people from traveling.  Therefore, we offer travel insurance as a way for guests to protect their reservation.  If this guest purchased travel insurance, they may want to file a claim.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18803738
  
  I am rejecting this response because: 

  As can be seen in the attachments, I had shown the confirmation and cancellation details that provided different information and the hotel manager replied stating I should see a refund in **** days. 
  I have not yet received the refund and it has been 12 days (8 business days). Thank you.

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

  Business Response

  Date: 01/25/2023

  We do apologize for the delay with the refund. We have requested the refund be processed again. The refund will be processed on our side within the next 48 hours. Your credit card company may show the funds instantly, but some credit card companies take up to 21 business days to show the funds.