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:12/06/2022

  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 are reaching out to you in hopes that you can help us with closing our Marriott timeshare account. We are very disheartened to learn the sales representatives are able to be deceitful with their communication, descriptive white board presentation, and multiple hand-written notes ,to completely non-sensual descriptors that twist the consumers brains in a knot when selling their product. Every time I asked for clarification they presented it differently . They outright lie.We truly feel like we attended a presentation by a used car salesman and bought a lemon. Everything we have been told has turned out not to be true. Booking a reservation requires a Ph.D. due to the convoluted system. The sales representatives said buying a timeshare was a way to save money. It is more expensive than just taking a trip, which we no longer can do because we can't afford to do through Marriot. We were led to believe booking a two bedroom at our location site of purchase would be simple. I was never able to get dates we needed. As a test , I was always was able to locate a price that was much cheaper on Travelocity, or Travelzoo or other sites .Our dreams of vacationing with Marriot have been completely disillusioned and shattered.

  Business Response

  Date: 12/09/2022

  We are sorry to hear of the owners' dissatisfaction surrounding their October 2019 purchase with Marriott *************.
  
  Our sales presentation highlight the benefits of our products and services. Attendance is voluntary (unless travelling on a package or offer wherein terms of participation include attendance) and there is no obligation to purchase. It was disheartening to hear of the owner's unfavorable comments regarding their sales experience.
  
  To ensure that the developer's commitment is delivered during the sales process, specific disclosures are provided which all owners must acknowledge and sign their agreement to. When reviewing documents associated with the purchase we do confirm the owner's signed agreement to all disclosures and the terms of purchase (including a 10-day cancellation period).
  
  The ***************** Checklist acknowledges that the contract for purchase and Marriott ************* Destinations documents contain all the terms and conditions of the Marriott ************* Destinations program. Also conveyed 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 the accommodations or services. The 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. Review of the use history reflects travel on the vacation ownership arriving October 2020 to Marriott's Canyon Villas which were reserved the same month of arrival.
  
  Owners may choose from four vacation options including the Explorer Collection, banking points from your current year balance to be used next year, borrowing points from the next year's balance to add to your current year, or using points for reservations. Owners can elect to call a ************************** or visit the owner website for assistance with using their vacation ownership. The Marriott ************* Destinations Exchange Program has been designed to provide a flexible, easy to use, points-based enhancement for vacation ownership travel. Benefits of the program include a choice of Marriott ************* Resorts, check-in any day of the week, any season of the year, single night to a multi-week vacation, and accommodation size from a studio to a 3-bedroom townhouse.
  
  We are certainly committed to delivering branded ownership experiences. With that commitment, we must ensure that the terms of the purchase and vacation ownership use guidelines are applied consistently. Please know that while we sincerely care about our owners' satisfaction, we cannot disregard the contractual obligation.
  

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  If you truly sadden on the experiences with Marriot we have had, you would be willing to close the contract. You also state their is a 10 day cancellation period. However, not once during any point in the presentation or meeting with ***************** did they say anything about the short time frame. If your product is as valuable and favorable as you state then you would be willing to take it from us since we were mislead. We have only been able to book our timeshare 1 time because nothing is ever available. The room we finally used was not the location we were told we were buying. Everything is constantly the bait and switch game. We just want to give this back and close out our account. We cant make the payments so we have stopped because keeping a stable roof over our heads is what we need to do. Please assist us with giving this back. We are willing to sign whatever we need to we just want to be free.
  

  Customer Answer

  Date: 12/26/2022

  We have yet to receive a response from Marriott. They've continued to drag this ***********.

  Business Response

  Date: 12/27/2022

  The account is currently 139 days past due (after 31 payments have been made toward the loan). Although we are unable to disregard the owners' loan obligation, once the account is 150+ days past due, ********* Services may offer a deed-in-lieu of foreclosure to the owners.
  
  While we regret the owners' expressed dissatisfaction and financial circumstances, we find that the owners agreed upon the terms of the contract which were appropriately disclosed.
  

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for at least responding. Is there someone we can contact now to discuss this deed-in-lieu. We just want this whole thing behind us so we can move forward. We would appreciate someone getting back to us quickly.

  Business Response

  Date: 01/16/2023

  The owner may speak with ********* Services at ************ or ************ regarding a potential deed-in-lieu. 

  Thank you.

• Initial Complaint

  Date:12/01/2022

  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.

  My husband and I bought a week two bedrooms time share at Marriott Newport Coast Villa years ago. We have been paying thoughts of annual maintenance fees since. In Jan. 15, 2021, during my kids' winter break, we were trying to check in using our prebooked week for our family vacation. However, just days prior the CA governor issued quarantine order and we were told by the villa's staff that we could not use the week. Then I called Marriott vacation owner's club, they said that we would lose our week but if we signed up to become an ********************** member (which is also part of Marriott) then they will issue us a certificate week. But we could not accept it, because: 1) we were not a member of the **********************. We need to pay annual fees to become a member first; 2) Once become a member, the certificate will only give a limited time in advance to search available villas to exchange which is not easy and we also need to pay exchange fees if we could even match one; 3) Beside additional fees, we would most likely not be able to get a week at Newport Coast Villa where our family want to spend the week at. Due to all the above reasons, plus the pandemic situation was worsening, I have contacted the Marriott vacation club numerous times and tried to reason with them and ask if I could get my week at a later time or award us with hotel points (as they did all time), so we felt ownership of the week is warranted, not just take away from us due to the special circumstance which no fault of ours. They rejected each time. Initially, we were thinking to go to small claims court to file a complaint about this. But due to ***** and my husband's illness, we did not have time to deal with it. Recently, my friend suggested us to file a complaint through BBB to resolve this issue. We felt Marriott unfairly taking our ownership away. Our Marriott ************* owner's number is *******. Thank you for your support!

  Business Response

  Date: 12/09/2022

  The years of 2020 and 2021 were certainly unprecedented times and sadly there were a number of owners affected by the impact of Covid. We regret the owner's expressed dissatisfaction surrounding measures for replacement usage through **********************.
  
  While we are committed to providing our owners with great vacation experiences, we have a legal and fiduciary responsibility to protect ownership, the association, and the resort, to ensure owners may continue to have a lifetime of vacation experiences.
  
  Considering the number of resort closures and travel restrictions in 2020 and 2021, we continuously looked at ways to assist our owners in rebooking vacations at a later date without the risk of impacting future vacation availability or the integrity of the program. In 2020 and 2021, as we were unable to restore owners' home resort weeks, an ********************** Covid/Flex certificate deposit was offered to owners for external exchange travel by December 2022 (requiring an active ********************** membership account).
  
  Such ********************** certificate was offered to the owner by ***** Services in December 2020 and January 2021, but the owner declined. As we are at the end of 2022, the ********************** certificates are no longer available.
  

  Customer Answer

  Date: 12/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  In my previous email that I have stated the reasons why issue ** with ******** international certificate is not fair deal and in violation of consumer protection. Force us, owners, to take the only option that was completely prevent us to use the resort week that we have purchased and require us to incur additional costs to use our week somewhere else in the midst of Pandemic, it is based on your big corporation's best interest not our consumers. Given the Pandemic special circumstance, we even said it is okay if you could not give us the week back but give us Marriott points for the week instead, so we do not completely lose the week. But your representative refused even though your company are offering free points as marketing incentives to attract new buyers.
  
  In addition, I was not able to include the following experience in the prior complain letter due to the total number of word's limitation. in October of this year, as Covid cases slowed down, we thought perhaps just get the ******** International Certificate to see what we could get so we do not complete lost the week which we paid thousands of dollars for it. However, your representatives gave us such a hard time. First, the supervisor we spoke to, said she is not sure if she could even give us the certificate. Then, ask us must pay to become ******** international member first which we did. Then we called back, another supervisor who was very rude and used unfriendly and harassing tone and voice, said "we were crazy to book our week in Jan. 2021" etc. as it was our fault to even use our week. Again, he said that he is not sure if he could give us the ******** International certificate week and said even, the company would consider, the process will take weeks to hear the answers back, not only the company may not offer the certificate, but also which would be at the end of this year when the certificate will be expired.
  
  So, it's December, we neither get the week that we purchased for back nor get the ******** international certificate. We have no other chance but file this complain through BBB here. We felt that we as consumer, rights were completely ribbed off by the big corporate. Marriott let its Comsumers to bear all the costs and hardships of what Covid-19 brought upon us. It is not fair and Not Right!!!

  Business Response

  Date: 12/19/2022

  The unfavorable service experience is certainly regrettable and disappointing. We were however pleased by the two occasions that an ********************** certificate was provided.
  
  Maintenance fee funds collected by the ****************** are utilized to cover the cost of operating the resort, overall maintenance, and refurbishment. While a resort may experience a temporary period of low occupancy or closure, the resort expenses do not go away. As members of the ******************, owners have an obligation to pay annual dues regardless of usage of their vacation ownership interest.
  
  In consideration of the unprecedented event, Marriott Vacations Worldwide offered owners unable to travel due to COVID-19, a replacement for their lost use year. Impacted legacy week owners were offered an ********************** deposit that would be valid until December 2022. As the owner is not enrolled (and had not elected their week) in in the Marriott ************* Destinations program, vacation club points were not an option as vacation club points are tied to that program's inventory.
  
  The week's usage is on a year-to-year basis and therefore we are unable to transfer weeks from one year to the next. ********************** was the only available mechanism which afforded an opportunity to provide alternative vacation travel. The ********************** deposit offered was additional inventory that Marriott Vacations Worldwide was extending to owners who could not travel on their week.
  

  Customer Answer

  Date: 01/02/2023

  Due to holidays and family events, I have not had a chance to respond to the feedback until today!
  
  This case is not far from resolved, the latest response we got is exactly what the big corporation's rip-off small consumer. Their latest answers are farther from the truth. And they want us consumers to bearing all the costs due to the unprecedented Covid situation. Let me try to rebuttal their latest answer again here (though in the previous dialogues I have clearly stated why we thinking they are unfairly taking away our ownership week:
  
  1. It is right. As responsive owner of our week at the Newport Coast Villa, we have lawfully paid the maintenance fees even due to the Covid and you cancel our prebooked week. Then as an owner what our rights to get compensated to use the ****** then? We even offer your associate to book a week in March, since the CA governor lift the quadranty order in late February. I have checked the ******, your guest occupancy at that time is only around 30-40%. But your staff refused said the only option is to take the ********** international certificate and pay more money to become an interval international member to get my ownership week somewhere else. Then I would have to ask, do you think it is fair that we paid all the money to purchase the week at that ****** and paid more than thousands maintenance in exchange for what? What is our ownership right for the use of our week at that ******? This is America not a 3rd world country, a big corporation could just rib-off the consumer in the width of the Covid situation.
  
  2. So, we tried to be reasonable. We asked your customer services to offer us hotel points instead if you could not give us the week at the ****** back. Your answer here is completely a lie. We were never a member of your destination program. But we were offered the option to converting our weeks to points numerous times in the more than 20 years that we have owned the week at the ******.
  
  3. In addition, we were not an interval international member. You know that. Why are you force us to pay additional money to become its member to stay somewhere else? What is our ownership right then for all the money we paid?
  
  4. Covid is hard on everyone especially for small consumer like us. We fulfilled all our part of responsibility, paid all the fees and purchased the property week. Yet, a large corporation like you, you just want to take our money but give us nothing in return that we have the right for. That is truly unlawful and unfair business practices especially in the situation of Covid-19. We have got nothing for our 2021 week, but we paid everything.
  
  5. This kind of consumer rip-off and corporate greedy practices during the global pandemic must be reported so less consumers will become victims.

  Business Response

  Date: 01/13/2023

  The owners use rights include home resort usage, exchange through *********************** or Marriott Bonvoy conversion (in non-consecutive use years). For 2021, the weeks reservation was confirmed for 1/15 1/22/21.  Due to Covid travel restrictions, the owner was unable to utilize the reservation.  As shared by ***** Services in December 2020 and in January 2021, owners were being offered a replacement week of travel through *********************** valid for exchange travel until December 2022. To utilize the week, owners would require an active ********************** account.
  
  Although the owner was unable to use their week in 2021, membership in the *****s Association requires payment of an annual assessment as determined by your ****************** regardless of whether an owner makes use of their vacation ownership interest.  Annual assessments are paid to the *****s Association for the operating cost of the resort, overall maintenance, and refurbishment so whether a resort is open or temporarily closed, operating expenses continue.
  
  Conversion of the owners week to Marriott Bonvoy was not an option for their 2021 use year (as they had transacted a conversion in 2020).
  
  While we regret the owners ongoing dissatisfaction, a replacement week was previously offered in 2020 and 2021 but declined.  Such replacement is no longer available.

• Initial Complaint

  Date:11/28/2022

  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 Sunday, November 27, 2022 I called the Marriott Customer Service line to finalize a hotel stay booking. After my reservation was confirmed I was told that I was selected to receive special travel promotion and was transferred to another representative to learn about the promotion. I was told that I could stay in Marriott ******************* in ********* for 4 nights for $199 USD. I was told that I could book the actual dates at a later time and that I could cancel the offer for a refund within 15 days. Once I had confirmed my dates however, I would not be able to get a refund. I provided my credit card information and did not receive a receipt or a confirmation email as was promised. Today called the number that was provided to me to ask about the receipt and I was told that I would not get a receipt until I had booked the dates. I then asked if I could cancel for a refund because I hadn't booked my dates yet. I was initially told that I could not cancel, but then I was told that I might be able to get a refund if I made the request in writing to the corporate head office ***************************************************************, but if the letter was not received in time I would not get a refund. I was told that I would not be able to request a cancellation over the phone or in an email. They also told me that they can only issue receipt once my dates were confirmed, but once I confirmed my dates the transaction would be non-refundable. I called back the original Marriott number and spoke to the office that originally referred me to this offer. They told me that they are a separate office and that they are trained to refer me to the Marriott ************** but they can't do anything about cancelling or giving me a refund. I am no longer interested in booking a trip with Marriott based on their unethical business practices and just want my credit card to be refunded. The confirmation I was provided is #*******.

  Business Response

  Date: 12/03/2022

  *********** has been in contact with a member of our corporate Customer **************** ***************************************. ********** has addressed this matter with ***********. If *********** has any additional questions or concerns she is welcome to reach back out to ********** at ******************************

• Initial Complaint

  Date:11/22/2022

  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 own week 51 and week 52 ocean front units, and a week 52 island view unit at Marriott's Maui Ocean Club Lahaina and Napili towers. We specifically chose those weeks (which can only be used those weeks) rather than buying in multi-week "seasons," to facilitate family vacations and provide certainty from year to year. Today was the first day we were eligible to make our two-week reservation for next year, and I was told that there is no inventory - ie they have already allowed others to rent all the ocean front rooms despite my owning rights to one of them. I was also told that while I could keep trying to get a reservation in case someone cancelled, there was no guaranty that I could occupy my owned, deeded week next year and - adding insult to injury - that I would of course still need to pay maintenance whether or not they allowed me to occupy. I have had similar trouble in the past and been repeatedly assured that of course I was entitled to get my weeks, just be sure to call early (presumably before they have already given my weeks away). I've been a good dupe and tried all their recommendations, but have reached the end of my patience. In most areas of commerce, purporting to sell more than you have to sell would be fraud. I feel defrauded here and want them to make available to me the two weeks I bought, and when my window for the island view week opens, that one too.

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/11/23) */ We regret Ms.*******'s dissatisfaction surrounding securing reservations for her fixed Hawaii vacation ownership interests. However, we are pleased for the opportunity to respond to her concerns and appreciate her brand loyalty as a tenured owner. Fixed weeks are purchased specifically for the same week every year, usually for a holiday (e.g. President's Day, New Year's). The Owner is guaranteed the same week every year with a floating check-in day. Fixed weeks are not always available at the 13 month booking window depending on inventory released. As instructed by Owner Services, the owner may check back during the 12-month release of the inventory on December 22, 2022, or by calling Marriott Owner Services directly to secure her reservations. Regarding annual maintenance fees, as a member of the Owners Association, there is an obligation to pay annual dues. As funds are paid directly to the association for the operation of the resort, we would not provide refund of maintenance fees. Consumer Response /* (3000, 7, 2022/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) As has happened multiple times in the past, Marriott "promises" a guaranteed week, but after repeated attempts to make a reservation, I have again been told this week "there is no inventory." In past years, attempts at the 12 month "release" date have also been unsuccessful, with Marriott advising me to hope to get in off a waiting list if someone cancels. A principal purpose of paying a premium to buy a fixed week is to have certainty that you will be able to stay there. I hope you can understand that that purpose is completely undermined by the "keep trying/try again" response, especially on top of past similar messages that made it so difficult to secure the week that for several years we just turned it in for points rather than go through the pain to try to get the week - which I have come to suspect is the actual purpose behind making it so difficult. If an owner of a fixed week wants to use their week, it makes no sense that they have to wait for an "inventory release," since that week is already owned and should not be subject to being used or released unless I say I don't want it. That's how the other timeshare company I work with works, so it's not an unreasonable approach and is much less frustrating for owners and likely generates a lot fewer calls and complaints than their current practice of telling them to just keep trying and hope for the best or else give up the attempt and exchange the week for points. Business Response /* (4000, 9, 2022/12/07) */ In accordance with the usage guidelines, the inventory for the respective seasonality reflects 50% release 13-months in advance, with remaining inventory available at 12-months. In review of the account, we do reflect confirmation of the owner's third requested reservation (transaction date of December 6, 2022) for an arrival of December 30, 2023.

• Initial Complaint

  Date:11/19/2022

  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.

  ***************************** - Purchased 4/17/2021-Ref #'s ****************************************************************** I am writing today, very upset with the experience I have had as Marriott Vacation Club Timeshare owner. Marriott lied about the true value of the timeshare, they lied about the availability of the units, they lied about the length of the presentation and they lied about the annual maintenance fees and how they operate. Based off of the referenced lies, I was persuaded into purchasing timeshare, 4/17/2021, under the advertisement of your sales executive, Mr. Richardo M*******, who stated at the time that "Marriott was currently running some incredible owner packages & specials with amazing benefits and additional perks to the owner, since timeshare purchases have been down (low) are due to COVID-19. A year later and a half later, two failed attempts to book a stay in Aruba, due to unavailability, I have come to learn that much of the information given to me was false. Mr. M******* made this program appear to be fun and easy to use, unfortunately, the timeshare has caused my life unnecessary anxiety and stress. I explained to Marriott many times over the last 6 to 8 years that your services were unnecessary since I have worked for one of the #1 hotel accommodations company for the last 10 years. I also explained that I loved the Marriott RESORT experience, not the timeshare experience. But Richardo was very dishonest, strategic, misleading, unethical, tactful, sneaky, manipulative and convincing with his approach and false visions he presented to me in order to land his deal. I continue to pay year after year, in addition to one bill, the annual maintenance fee, that I was not anticipating. Had I been given true and accurate information regarding this membership I would not be in the predicament I am in now. My life has been turned upside down due to Marriott's inability to be honest and ultimately I am paying the price.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/22) */ We apologize for Mr.*******' dissatisfaction surrounding his ownership purchase of April 2021 but appreciate the opportunity to respond to his concerns. We also acknowledge that the owner has posted the same complaint on the Consumer Business Alliance website, of which we are not a member. We recognize and thank him for his brand loyalty. Marriott Vacations Worldwide, Inc. delivers vacation products and services to over 700,000 families providing the opportunity to create memorable vacations at branded vacation ownership resorts. Over the past 30 years our portfolio has largely been built upon word-of-mouth referral and existing owner loyalty. We take pride in how we market, sell, and deliver vacation ownership products and services. Although committed to represent all owners, we must ensure that the terms of the purchase and vacation ownership use guidelines are applied consistently. The Marriott Vacation Club Destinations Exchange Program has been designed to provide a flexible, easy to use, points-based enhancement for vacation ownership travel. Benefits of the program include a choice of Marriott Vacation Club Resorts, check-in any day of the week, any season of the year, single night to a multi-week vacation, and accommodation size from a studio to a 3-bedroom townhouse. Owners may schedule vacations using one of four exciting vacation options including the Explorer Collection, banking points from your current year balance to be used next year, borrowing points from the next year's balance to add to your current year, or using points for reservations. Owners can elect to call a Vacation Ownership Advisor or visit the owner website. We certainly want to delivery upon owners' expectations however we must do so in accordance with their purchase terms. Examination of purchase documents reflects the owner's signed agreement to the terms and conditions of his purchase (including loan terms and annual dues obligation). It is the responsibility of the purchaser to take time to review their purchase documents and identify if they wish to continue with the purchase. Additionally, the purchase agreement reflects signed agreement that the salespersons representing the seller in connection with the contract, does not have authority to make any statements, promises or representations in conflict with or in addition to the information contained in the contract. The Quality Assurance Checklist conveys and further acknowledges that the contract for purchase and Marriott Vacation Club Destinations documents contain all the terms and conditions of the Marriott Vacation Club Destinations program. In review of the owner's account, we do reflect reservations made for June 2022 at Marriott's Aruba Ocean Club which were cancelled by the owner and rebooking of reservations for June 2023 at the same resort. While the owner's expressed dissatisfaction is certainly regrettable, there is no evidence to support cancellation of the contract. Consumer Response /* (3000, 7, 2022/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because the Marriott lied from beginning of there sales presentation to the end. The are using unfair trade practices and the Marriott is aware of this but continues to lure new buyers in through the use of deception. The Marriott is fully aware that no even a lawyer could sift through the amount of documents and contracts they have you to sign while at the presentation. They make no offers for one to review the contract, think about and get back. I decision is made in "90 mins" that they promised would be the length of the presentation which ended up being much longer bc they were "twisting my arm"/putting the pressure on. The Marriott has not clarified either that I bought a point package which I was promised would ensure me a 2bdrm accommodation - which was never available. The 2 stated reservations that the Marriott references were canceled twice - were cancelled bc they were 1 bedroom accommodations not a 2 bedroom as promised. My family will not fit in a 1 bdrm. The Marriott is lying. Business Response /* (4000, 9, 2022/11/30) */ We regret Mr.*******' continued dissatisfaction but do not support cancellation of his purchase as his signed agreement to the terms of the purchase are evident. Mr.******* was provided a 10-day cancellation period in which to cancel the purchase. Additionally, the contract for purchase discloses the number of points associates with each beneficial interest. The public offering statement received at the time of the purchase conveys the 10-day cancellation period and that the purchaser understands that purchaser is not acquiring an interest in any specific accommodation or unit. The Quality Assurance Checklist references the use of vacation club points and that the Marriott Vacation Club Destinations Exchange Program cannot guarantee specific resort choices, dates of travel, or types or sizes or accommodations. Further stated is the number of Vacation Club Points necessary to secure accommodations will vary on the location, size of the villa, length of stay, and date of stay. The earlier a reservation is requested, the better the possibility that a specific request may be confirmed. Consumer Response /* (4200, 11, 2022/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all Marriott, check your records and update them. I am a Ms. not a Mr. so get your records right. Just another example of their tacky and unprofessional mannerism - replying to a complaint via a template/standard letter of action. Take the time to at least update the template. So unprofessional and ridiculous. Next, it amazes me that the Marriott is replying as if this is a case of buyer's remorse. This is quite the contrary, this is NOT a case of buyer's remorse, this is a case of fraud and deception on the behalf of the Marriott. The Marriott sales rep, Richardo M******* stated that the Marriott was running a "Special Due to Covid" in which "new members would not have maintenance fees". Which was the case for the first year of my ownership BUT in 2022 - out of the blue I did receive an invoice for a maintenance fee invoice and have received annually since. Mr. M******* lied from beginning to the end of the presentation. He used fraudulent and deceptive trade practices to land this sale. The Marriott keeps stating that I was given a 10 day cancellation period, but my ownership issues began in Nov 2021,seven months into ownership when I received a first maintenance fee invoice, for 2022, not 10 days after purchase. The very fee that Mr. M******* stated was being waived due to the "Covid Special" due to low sales. So the scenario that the Marriott is creating is virtually impossible. It's all a lie. The Marriott also understands that most owners will not catch their tricks, lies and deceptions in a 10 day period. It comes over time as the lies unravel and no promises offered are met. It amazes that all I want from the Marriott is what they promised. Which according to Mr. M******* would be the opportunity to stay in Aruba each June for 7-10 days, in an oceanfront 2 bedroom villa. But rather than the Marriott taking this matter into their own hands, doing their own due-diligence and working with me to see how they can assist me in making the booking that I have been unable to make 2 years in a row due to the unavailability of 2 bedroom units in Aruba in June - they'd rather go back and forth in this manner And my gut tells me - the reason I have not received a call or any help from the Marriott is because they already know that booking a 2 bedroom in Aruba is hard to do in June. Why havent you reached out Marriott to see how you can assist a new owner?? Because the owner experience is not the Marriott Vacations Clubs focus as they state repeatedly in their timeshare presentations - instead they are all about their money and that is sad. No one from the Marriot Vacation Club has reached out to me regarding my concerns and to work towards a suitable & reasonable goal. I trusted the Marriott and that is where I went wrong. And to the BBB this matter has landed in your hands, as well as many international platforms, because I do not want anyone else to be misled as I was and experience what I have. Business Response /* (4000, 13, 2022/12/02) */ We are sorry for the error in salutation and for their ongoing dissatisfaction. In consideration of the aforementioned findings and agreed upon contractual agreement, our position has not changed.

• Initial Complaint

  Date:11/15/2022

  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 were taking this trip to celebrate our 30th birthdays and anniversary- which happens all in one week. It was a huge week for us and we were so excited to stay at this hotel. We were placed into an accessible room which did not have a bath tub as we were told it would, and had a chair in the shower which made it very hard to shower. I asked the front desk if we could move to which they said no as they were full, i asked if we could move the next day at least and she said she didn't know who was checking in or out tomorrow - which i thought was a complete lie. The resort in general was in a terrible location and surrounded by industrial buildings vs the pictures that made it seem like it was in beautiful scenery in napa. The entire resort was run down and was not worth the money we paid at all. We are extremely disappointed.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/22) */ We are sorry we were not able to provide a villa with a bathtub, and this guest was not happy with the resort. We will provide their feedback to the leadership team to try to ensure a great experience for future guests. We will not refund the monies paid as the guest stayed for the entire reservation.

• Initial Complaint

  Date:11/15/2022

  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 would never stay here again or recommend this place to anyone I know! I stayed at a 2 bedroom Villa from 11/5-11/13 no one EVER cleaned the unit! A person came on the second day and said they could t clean because two people were sleep in there! I would call and ask for things to be refilled hours would go by and I'd have to call again! Then they have the audacity to fraudulently charge my credit card over $500!

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/11/18) */ We are sorry for the guest's dissatisfaction with their recent stay. We reflect that the guest was on a promotional package with additional rental nights added. Daily housekeeping service was not included in the package/rate plan. Additionally, requested items may be delivered but housekeeping staff may not enter an occupied villa (per COVID related resort procedures). In review with resort leadership, they indicated informing the guest of a room recovery charge (of $250.00) due to smoking in the villa and on the patio. Consumer Response /* (3000, 7, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was advised the room would get tidy service and cleaned every other day! So that's a lie! Also there was no smoking in the Villa or on the patio! I was charged $100, $191, $5, and $1 which doesn't even equal what you are saying! Y'all continue to lie and I will get an attorney! Business Response /* (4000, 9, 2022/11/23) */ Housekeeping services are provided every other day but current procedures does not allow entry into a villa with guests present. We are not agreeable to remove the room recovery charge of $250.00 as conveyed by resort leadership to the guest. However, as a gesture of apology for their ongoing dissatisfaction, the resort has facilitated a credit in the amount of $90.00 as final closure of this matter. Consumer Response /* (4200, 11, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Y'all charged me $100, $191, $1, and $5 so please stop ******* lying to me about a smoking fee! None of these charges equate what you are saying or what is on my account! So no $$90 does not suffice for the lies and accusations! Business Response /* (4000, 13, 2022/12/02) */ The derogatory remarks are certainly regrettable. Based upon review with Resort Leadership (which included photo evidence), we are not agreeable to provide any further consideration or compensation to the guests.

• Initial Complaint

  Date:11/15/2022

  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 signed up with Marriott Vacation Club for a prepaid trip in exchange for attending a 90 minute presentation at the location of my vacation. I paid for my trip in full back in March ($1000+). At some point due to changing destinations, they charged me for an upgrade ($300). Made a mistake in a span of a couple of months and for some reason refunded me an additional $300. They never corrected the error until they started harrassing me over the phone 4 weeks before my trip demanding I pay those $300 back? They first claimed I owed them the total cost of the trip, after I asked the to look into it they realized THEY had made a mistake but yet still demanded I paid for it or they would not allow me to go on the trip. They even said they were "just doing me a favor" by returning the original $300? I don't understand how they make a mistake and I have to pay for it?? I would like to have the $1000+ I paid for the trip refunded ( and they can take the $300 they so desperately need) so that I can at least have that money back.

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/11/18) */ A senior leader from our corporate Customer Advocacy office has reached out to Mrs. ******* at the email address provided and responded to her directly. If Mrs. ******* has any further questions or concerns she is encouraged to reply to the email she received.

• Initial Complaint

  Date:11/14/2022

  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 first purchased 2000 Marriott vacation points in 2018, paid in full 25k..We had vacationed at various Marriott resorts since that time and attended multiple sales presentations in which we did not purchase additional points. At every presentation we discussed our reason for not buying additional points because the resorts are not pet friendly..One salesman in Myrtle Beach, SC told us that was a common complaint and resorts would soon start offering that..we did not believe him and did not purchase. In August 2022 while at Hilton Head, SC we met with another salesman, David H******. We again told him our reason for not buying additional points was the pet issue. We have a yorkie that we prefer to travel with. He pulled up on his computer a Marriott article about service dogs and proceeded to go into details how easy it was to make our dog a service animal. How having a support animal designation would guarantee us the ability to travel with her. Our goal in buying additional points was to be able to stay 2 to 3 weeks in Hilton Head during the off season using less points. We purchased 1000 extra points, paid cash, 15k and left excited. We already had a vacation in October planned to Myrtle Beach so when I received the verification email I let them know we would be traveling with our support animal. We were told by Myrtle Beach resort staff that support animals are not allowed. Marriott management is saying the ADA policy changed. I am saying it didn't change from the end of August to October and that David H****** intentionally lied in order to sell points. The points were not even put into our account until January 2023. We have asked for a refund due to misleading information and intentionally lying for profit. We are in no way trying to get out of our 2000 points that we bought and continue to pay maintenance fees on, but we want our 15k back for the points that were sold under false pretense.

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/11/18) */ We regret Ms. *********'s expressed dissatisfaction, however, we are unable to cancel her contract based upon an expectation that the resort would accept support animals. The owner's complaint has been previously responded to by Barbara Livingston, Customer Advocacy Manager, who conveyed to Ms. ********* that support animals do not fall under ADA guidelines and therefore are not allowed at our resorts. In accordance with the Rules & Regulations for the MVC Trust Owners Association, Inc. (item #10); All pets are prohibited. No pets of any type are allowed on Trust Property. The provision of this section shall not apply to service animals, as defined by the Americans with Disabilities Act. Consumer Response /* (3000, 7, 2022/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response does not address the reason for the complaint. The complaint is "THE SALE WAS MADE UNDER FALSE CLAIMS THAT SUPPORT ANIMALS ARE ALLOWED". Marriott is hiding under the assumption that the salesperson didn't know the ADA rules had changed which is not my problem..I believe he did know and that he intentionally sold the points under false pretense. This was a $15,000.00 lie and Marriott stands behind a salesman of this caliber. Marriott does not either train their sales staff appropriately or they condone lies and deception in order to make a sale. We will continue our dispute and quest for a refund of $15,000.00 until every perspective buyer hears us! Business Response /* (4000, 9, 2022/11/22) */ Although committed to represent all owners, we must ensure that the terms of the purchase and vacation ownership use guidelines are applied consistently. We certainly want to delivery upon owners' expectations however we must do so in accordance with the terms of their purchase. In accordance with the purchase agreement, the owner has signed agreement that the salespersons representing the seller in connection with the contract, does not have authority to make any statements, promises or representations in conflict with or in addition to the information contained in the contract. Additionally, the purchaser understands and acknowledges that the salespersons representing the seller in connection with the contract do not have authority to make any statements, promises or representations in conflict with or in addition to the information contained in the contract and the governing documents. It is the responsibility of the purchaser to take time to review their purchase documents and identify if they wish to continue with the purchase. We are not agreeable to cancel the contract based upon an expectation that comfort animals are accepted at Marriott Vacation Club resorts. Consumer Response /* (4200, 11, 2022/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution..Marriott is saying we as the buyer should have read the agreement..we are saying it was misrepresented by their low rate sales team..We fully intend to make prospective buyers aware of their practices at each and every resort stay going forward. I hope the BBB can also help prospective buyers be very cautious about this company. I am sure we are not the only people this has happened to but we will not be quiet about our dissatisfaction. Business Response /* (4000, 13, 2022/11/30) */ Although we regret Ms. *********'s continued dissatisfaction, there was no finding of misrepresentation. We maintain our position and respectfully decline cancellation.

• Initial Complaint

  Date:11/11/2022

  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.

  For the past two weeks I have been receiving multiple phone calls per day from Marriott time shares trying to sell me a time share. I constantly ask them to stop calling me, tell them I am on the federal do not call list and that I will report Marriott to the BBB and federal do not call registry. I called Marriott at +1-800-860-9384 this morning to ask I be permanent removed from their call list. I also told the rep that I would file a complaint. The person told me that if I ever stayed at a Marriott hotel they had the right to call me fir sakes and marketing. Seriously? This needs to stop. If this is in fact a loop hole in the federal do not call registry it is pretty sleazy of Marriott to use this. Please have this company STOP CALLING ME. That includes phone calls to tell me that this is an offshore scam. The phone numbers ggenerating calls are ***************************************************************************************************. I have asked each time to be placed on the do not call list and they just call back from a different number.

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/17) */ From: F********, Ray (MVCI) Sent: Thursday, November 17, 2022 9:27 AM To: ************************ Subject: MVW Customer Advocacy Good morning Ms. *************, I am in receipt of your complaint filed with the Better Business Bureau regarding some unwanted solicitation calls that you have been received. I appreciate this opportunity to respond on behalf of the corporate Customer Advocacy department for Marriott Vacations Worldwide. I am sorry to learn you have been receiving phone calls soliciting you from a third-party company. I empathize with you as no one likes to be deceived over the phone. The calls you have been receiving are not placed by an authorized representative of Marriott Vacations Worldwide, nor has Marriott shared your personal information with these fraudulent callers. Marriott has been made aware of a series of fraudulent telephone calls being made in different parts of the world where the caller offers a complimentary stay at a Marriott hotel to entice the person taking the call to listen to a sales pitch unrelated to Marriott or provide personally identifiable information. Efforts have been made to stop this misrepresentation of our brand. Similar to your experience, the calls often appear to be placed from different telephone numbers. We have learned that the callers are utilizing a practice, commonly referred to as "spoofing", to misrepresent the telephone number from which the call was actually placed. I assure you that Marriott Vacations Worldwide is committed to protecting your privacy and the personal information. In addition, we do not sell or share our guests information with other companies. Once again, I apologize for the solicitations you have been receiving. I do hope that you consider using Marriott International and Marriott Vacations Worldwide for your personal and business travels in the future. Take care, Ray F******** Director Customer Advocacy CUSTOMER ADVOCACY