ComplaintsforMarriott Vacations Worldwide

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  10/18/2019 - we were offered and we purchased (though all the information was not fully explained and it was a high pressure - today only offer, etc) a 5 day/4 night pulse stay. Even with Covid, we continued to pay our monthly bill and paid $895 for the package because we thought it would be flexible. We had planned to use the package in 5/2020 but things shut down. We were told that we would lose our package and were pressured into making a reservation. We made a reservation for 9/10/21 to 9/14/21 to go to San Diego. We were given a reservation number and booked email, see attached, to only be called to say there was an error and the package was only good for San Francisco. That was not explained to us very well and obviously not explained well to Marriott's own employees, since they booked my package at a different location. Even though C19 has impacted all of us, Marriott told me that they would not extend my package any longer and I had to book it or lose my $895. I booked 1/16/22 to 1/20/22 in San Francisco. My mother in law is very sick and in ICU so I called Marriott. They told me that I had to pay an additional $99 for cancelling my 1/16/22 to 1/20/22 stay and they would extend my package as a courtesy to 7/22 but to hurry and book as space may not be available. I asked if i had time to consult my husband. The woman I spoke to said, "no, you have to pay now or lose your package." I asked for a number to call to make a complaint. She pressured me to provide a CC on the spot for the $99 and gave me X-XXX-XXX-XXXX to call. I did and the gentleman told me that the phone reps earn a commission and that is why she pressured me. I had a lot going on personally and am so upset that Marriott would train their employees this way. I would like Marriott to return my money or extend my package so I feel safe to use it. I am a caregiver for a 82 and 93 year old parent. Safety is a huge concern.

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/10) */ Ray ********** Director of Customer Advocacy, has reached out to Mrs. ****** via email and addressed her concerns. If Mrs. ****** has further questions or concerns, she is encouraged to respond to Ray's email.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed at the Westin Ka'anapali Ocean Resort Villas from December 8-13, 2021. I booked the stay through Westin Vacations. When I checked in to the hotel, the front desk had my Marriott rewards number and acknowledged that I would get a credit of 5 nights stayed at the hotel. They did note that since it was prepaid, I would not get actual points for the stay. That's okay because I only needed the 5 nights stay credit to reach the next Marriott rewards level for 2021. After returning from the vacation, I noticed that the 5 nights credit did not show up in my account. I contacted Marriott through their web portal, and was told that this was booked through some "travel industry" booking and therefore did not qualify for a stay credit. No one told me that I was booking a "travel industry" stay. Quite the contrary, the front desk of the hotel acknowledged that I would get the travel credit. I booked directly through Westin Vacations, which presumably owns the hotel since they tried to sell me a timeshare there during the stay. They in fact had a series of offices on the property where they informed me that they were part of Marriott and I could stay in any Marriott property if I bought the timeshare. The property is listed on the Marriott website. I am not at fault here. I am not in the "travel industry" and no one told me that I was booking a "travel industry" stay. I booked the stay by end of year to get the 5 additional nights by end of 2021. I was told at the hotel I would, indeed, receive those nights. Only after I inquired days later did someone tell me by email that the stay did not qualify. Consequently, I would like those nights added to my Marriott rewards account.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/11) */ We apologize for the misunderstanding with respect to Vadim ******** receiving elite night credits in the Marriott Bonvoy program for a recent stay at The Westin Ka'anapali resort. Unfortunately, the Marriott Bonvoy Program's Terms and Conditions prohibit guest from earning elite night credit for this particular type of stay. Per the Bonvoy Program's Terms and Conditions any discounted promotional package stay does not qualify for elite night credit. This is Marriott Bonvoy's rule as they determine how and when elite nights will be applied to Bonvoy members. While we understand that the guest may have consulted a front desk agent on the matter, it is not up to the resort to determine whether or not elite nights will be credited for a given stay as the Bonvoy program is managed off property through Marriott Bonvoy.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We used to visit Marriot Villa frequently for work in NJ and during our visit in Feb, 2020 one of the marketing executives Moira *********** sold us an offer for 4 days stay and we prepaid $199 for the same. She did not mention that we will have to attend a 90 min sales event. Since that time we are in pandemic and we are not travelling. We received few phone calls and we were informed that the package expires in Feb, 2022 and we have to make a reservation by Dec 31, 2021. We tried to do so today and we were told for the first time that we will have to attend a 90 min presentation. We are still in a pandemic and we are not meeting anyone. We have an infant child, and we are not ok with risking her health with potential exposure to COVID, as she cannot get vaccine yet. We told this to the reservation agent and asked for a refund. She transferred us to customer service and after an hour on hold the phone got disconnected, when we called back they were already closed. We are respectfully requesting a refund for this package. This reservation should be under phone XXX-XXX-XXXX

  Business response

  01/31/2022

  Business Response /* (1000, 5, 2022/01/07) */ Ray ********** Director of Customer Advocacy, has contacted Mr. ******** directly and addressed his concerns. If Mr. ******** has any additional questions or concerns he should respond to Ray's email.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Misleading/ fraudulent sales practice. I bought points worth a week stay a Newport Beach villas. I was told the property has over 500 units available and I could easily travel here with my points. I however am unable to book and was informed that the property is divided into 4 categories and my product points I can't use. I was sold on I can use the product anytime and receive a room at anytime.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/20) */ From: ********** Ray (MVCI) Sent: Monday, December 20, 2021 2:52 PM To: *************@gmail.com Subject: MVW Customer Advocacy Good afternoon Ms. *****: I am in receipt of your complaint filed with the Better Business Bureau. I appreciate the opportunity to respond from the corporate Customer Advocacy office for Marriott Vacations Worldwide. I understand that you may be frustrated about a lack of availability at Marriott's Newport Coast Villas while attempting to redeem your Destination Club Points. All Marriott Vacation Club resorts can be accessed by our owners using Destination Club Points, reservation requests are subject to availability. Owners may begin searching for availability up to 12 months in advance and popular travel dates (especially those that coincide with school holidays) do tend to fill up the soonest. Reservations are honored on a first come, first serve basis. I have reviewed your account and see that you were able to successfully arrange a stay at Newport Coast Villas in February of this year, with a second stay coming up at the end of March. Currently, you have 100 points remaining from your purchase incentive points (expiring August 18, 2023) and an additional 100 points remaining in your 2022 use allocation (expiring on December 31, 2022). Please let me know if you need any additional assistance with making the best use of these points. Thank you for contacting the corporate Customer Advocacy Office for Marriott Vacations Worldwide and allowing me this opportunity to respond to your concerns. Take care, MARRIOTT VACATIONS WORLDWIDE Ray ********* Director Customer Advocacy CUSTOMER ADVOCACY T 800-860-9384 9001 San Marco Ct. Orlando, Florida 32819

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a Marriott Vacation Club ("MVC") owner with "Executive" status (and have been for many years). I discovered yesterday (12/14/21) that when I login to my account on the MVC owner website, MVC's website does not properly display my total points balance. I immediately contacted MVC and spent several hours on the phone with customer service representatives and escalated to managers. As it turns out, due to a glitch in the way MVC configured my account, I am only able to view "deeded" points online but not "trust" points online. The MVC representatives acknowledged the problem and stated that MVC would fix the issue so that my points balance would display accurately in the future and include "trust" points. However, I also discovered for the first time yesterday that 2,000 unused "trust" points expired on December 31, 2020. I explained to MVC that these "trust" points expired because I did not know they existed (because MVC's website failed to display them). So I requested that MVC refund me the 2,000 "trust" points that expired at the end of 2020 (points that I did not even know existed/expired until yesterday). MVC refused. And, to make matters worse, MVC blamed me for allowing the points to expire: MVC stated that (1) our years-old "legal contracts" at the original time of purchase informed me of the points that would be available to me, that (2) "I should have known" my balance based on the original contract, and that (3) their website balance is "not a legally binding document." (Yet I am legally bound by my reservations and cancellations when using their website.) When I became exasperated and explained this is akin to stealing, MVC called me "unprofessional" and "rude." I have no idea how many more "trust" points have expired in previous years due to MVC's faulty website. I believe that simply crediting my account with 2,000 "trust" points would be a fair resolution given MVC's error and its cost to me. Shockingly disappointing experience.

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2021/12/17) */ Ray *********, Director of Customer Advocacy has responded to Mr. **** directly via email and arranged an amicable resolution to this matter. If Mr. **** has any additional questions or concerns he is encouraged to contact Ray directly. Consumer Response /* (2000, 7, 2021/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) While it is unfortunate that I was unable to get satisfactory customer service and that I had to escalate the situation to the BBB, I am pleased to report that MVCI resolved the issue to my satisfaction.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This began Feb 2021. I bought my parents time share (Janet L and Gary *****) from Marriott Vacations and upgraded to the new Plus Points Program. To do this, I sent in all proper paper work including Power of Attorney, and the Death Certificate for my dad, Gary *****. My mother is 87 and not interested in traveling any more. A Marriott Vacations Rep spoke to my mother spring of 2021 and she confirmed she was transferring this to me. I sent in paper work confirming I have Financial Power of Attorney for my mother, Janet L *****. In addition, my mother signed some papers herself, and I sent an additional 20+ pages that had to be signed and notarized. All papers were received and accepted. I paid my parents maintenance fees for 2020 in addition to paying approximately $20,000 for the transfer and upgrade. In return, Marriott was to remove my dad and mom's name from the time share and replace it with mine, Glenn *****, in addition to the upgrade to Plus Points. Not only has the name change not taken place but Marriott Vacations continues to bill me for maintenance fees for 2021, for a time share I can not use since the name change has not taken place. I have sent numerous emails, talked to various representatives including a sales manager, and today Dec 3, 2021 again received a bill for maintenance for 2021 and in my parents name. My father is now deceased 13 months. What I would like is the time share officially changed to my name, the 2021 fees waived since I was unable to use the packages due to this name change problem, the 2022 maintenance fees waived since Marriott Vacations received full payment for 2021 and in return I got nothing, and a letter of apology for the continued incompetence and lack of sensitivity for sending mail in my deceased father's name. Numerous emails and documentation is available upon request. Thank you, Glenn ***** c:XXX-XXX-XXXX

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/10) */ Upon connecting with Mr. ***** directly, our office is working on rectifying his sought after title change (reflecting the deed in his name only) and his concerns surrounding his 2021 annual usage. We are pleased to have the opportunity to assist with resolution of his concerns and use of his vacation ownership.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CALLED MARRIOT VACATION CLUB OWNERS SERVICES TO ASK FOR MY 2020-2021 MARRIOT VACATION CLLUB POINT TO BE ROLL OVER TO 2021-2022 BECAUSE OF VOCID. THEY TOLD ME THEY HAS SENT AN EMAIL REGARDING THAT BUT THEY CANT TOLD ME WHEN AND IF IT WAS REALLY SENT. I TOLD THEM THAT I HAVNT RECEIVED THE EMAIL AND I NEED MY POINT TO BE ROLLED OVER BECAUSE I DIDNT USED THEM BECAUSE OF COVID RESTRICTIONS AND ITS NOT FAIR TO PAY THE MAINTENANCE FEES FOR SOMETHING IM DIDNT USE BECAUSE OF COVID RESTRICTIONS. THEY TOLD ME ALSO THAT THEY DIDNT SENT PAPER MAIL AND I ASKED THEM TO SEND ME EVERYTHING BY MAIL NOW AND THEY DENIED MY REQUEST.

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/12/02) */ In review of Mrs. ********* Destinations account we see that she currently has 2,000 points in her 2021 use year. Mrs. ********* use year goes from August 1s 2021 to July 31, 2022. There are also 2,000 incentive points that are due to expire on February 5, 2022. Mrs. ****** has lost points in past use year (2019 and 2020) due to not using her points. Marriott Vacation Club resorts are open and have been welcoming guests throughout the COVID-19 pandemic with enhanced cleaning protocols in place to help keep resort guests safe. Unfortunately, we are not able to reinstate the Destination Points that expired previously. As for her incentive points, Mrs. ****** is welcome to redeem them for an External Exchange Credit through **********************. By choosing this alternative usage option Mrs. ****** will not lose her points on February 5th as she will receive an ********************** deposit that is valid for a 7-night resort stay at a non-Marriott resort some time in the next 2 years. In order to take advantage of this usage alternative Mrs. ****** must contact Owner Services at XXX-XXX-XXXX prior to her points expiring. Owner Services also has a few other options that they can discuss with Mrs. ******. Consumer Response /* (3000, 14, 2022/01/03) */ Called, no options give . Paid the amount due for the 2020-2021 (point expired on february 5) The person to whom I speak told me that the point for the years I paid were going to be liberated but now they told me that I cannot do that. I spoke to 4 different persons, and they told me that the answer given here was incorrect. They said the account is lock even though I paid the fees for the 2020-2021. Also they refuse to give me any other options. We request for supervisor, all the people we spoke to said the supervisors weren't available and also refuse to make the notes on the system that we request to be put on. Business Response /* (4000, 16, 2022/01/07) */ Our records reflect that Mr. **** spoke with a Resolution Services Supervisor on January 5th named Juan ****. Juan explained to Mr. **** that his 2020 use year ended on July 31, 2021 and the 2,000 points that were associated with that use year have expired. Mr. **** also has 2,000 incentive points that expire on February 5, 2022. Mr. **** is encouraged to use the expiring incentive points for an External Exchange Credit as described in our previous response. Juan graciously offered Mr. **** 2,000 MVC Only Holding points that he may use anytime between now and August 5, 2022. These points were extended as a one time gesture of goodwill. Mr. **** has received an email from Juan with the stipulations that coincide with these MVC Only Hold Points. Mr. **** also has the ability to bank his 2021 use year points into the 2022 use year; however, this must be done before the end of this month. Mr. **** is encouraged to contact Owner Services in order to proceed with any transactions on his account. 2022 maintenance fees are also due and should be paid as soon as possible in order to avoid the account being temporarily suspended.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Marriott is reporting several accounts on my credit inaccurately. My wife and I have several timeshares with Marriott and are very good standing members. Well I recently looked at my credit report since we are trying to buy a home. However, Marriott is reporting all of these accounts as a mortgage. These accounts are not mortgages and per the FCRA you cannot report inaccurately as it is a violation and Marriott can be penalized for reporting inaccurately. I ask they fix the reporting on my credit file for all the accounts under my Wife and I.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/12/01) */ In review of Mr. and Mrs. *********'s Marriott Vacation Club ownership account we can see that they have made several purchases of both legacy weeks at specific resorts and Marriott Vacation Club Destination Points starting in 2008. As a convenience, our organization offers purchasers the opportunity to finance their ownership interests. All Marriott Vacation Club (weeks and points) ownership interests are considered a form of deeded real-estate and the financing that our organization offers is considered to be a mortgage note. At the point of sale each new Purchaser receives a full set of disclosure documents related to financing, including disclosures about mortgage payment amount, interest rate, loan duration term, etc. Mr. ********* is encouraged to review his finance disclosure documents and if he has any questions he is welcome to contact our corporate Customer Advocacy office at XXX-XXX-XXXX.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband and I are Marriott Vacation Owners, chairman level. In February, 2019, we took an owner's cruise on the Edge ship, bought more points and received a free 7 week cruise as a benefit. The expiration date on my certificate was 1/23/21. I first attempted to book a cruise to Alaska later that year after the 2019 cruise but did not like the choices available at that time. (worked with Brian, XXX-XXX-XXXX x 4262). Soon thereafter, covid hit, cruises stop running and I did not call back. Never in a million years would I think to call and schedule this cruise while all cruise operations were halted. The certificate expired while operations were still halted. As the environment improved due to vaccines, I then contacted Marriott in August of this year. I have summarized the chain of events below since my contact. * Spoke to Samantha ****** who stated she did not have the authority to approve scheduling but would get back to me within a few days. She did not. I called her VM 3 times without a return call. * Called main number on 9/13 and spoke to Aaron who escalated the issue to Nancy, a manager. Nancy needed approval as well and she called again on 9/17 saying she escalated to a director level but promised to get back to me. She did not. I called her back 9/23 and she stated my request to book the cruise was denied. I told her I wanted to pursue her chain of command and she said she would have a director call me. I asked for a direct name or number for a director and she refused to give it to me. She assured me that I would hear from a director shortly. I have not heard from anyone. - emailed customer advocate David who investigated and then denied my request. He said cruise dept would call me and offer a discounted cruise. Got 1 call but I was unavailable to speak; made an appt for next day but she never called back. Contacted David again 11/10 but he has not responded. I asked for a response by 11/12 or I wd file formal complaints. This is fraudulent.

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/11/22) */ It has been such an unprecedented time with the impact of COVID-19. We certainly wish Mrs. ***** and her family well. We are sorry for Mrs. *****'s continued disappointment, however the expired cruise certificate cannot be reinstated or extended. Our office previously responded to Mrs. *****'s complaint in October 2021, partnering with the cruise team to offer a discount on a future cruise as a gesture of goodwill. Our office also communicated with the cruise team requesting that they connect with Mrs. ***** directly to assist with her cruise planning. Consumer Response /* (3000, 7, 2021/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As indicated in my complaint I have not discussed a discounted cruise with a cruise rep. Business Response /* (4000, 9, 2021/11/24) */ We are pleased to confirm that a member of our cruise team leadership has connected with Mrs. *****, assisting her with a future cruise. Consumer Response /* (4200, 11, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although there has been an initial contact with the cruise rep, the process has not been completed. I am waiting for the rep to "check with her supervisors" before she can offer me the promised discount. I was supposed to hear from her this am but so far, no call back. We shall see........ Business Response /* (4000, 13, 2021/12/01) */ An alternative sailing option was pursued for the owner which has been accepted. Consumer Response /* (2000, 15, 2021/12/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) They worked to offer me discounts/points for future cruise.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 5 day /4 night package to include a preview to a property. We paid $995 During our original preview and sale they stated there would be no issues booking to any locations on the specific sheet they provided. My family has tried on numerous occasions to book the 5 day / 4 night at several locations and they always state they have no availability for property chosen. Always trying to give us dates that do not work for us. That was not the original agreement. Sale and travel will expire on01/03/2022 and they cannot accommodate any dates we can travel on. They have not made a attempt to make it whole for my family so we are requesting a refund. Did not find a contract number but here is there point of contact. 1-800-473-6674

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/11/18) */ We are very sorry to hear that Mr. ****** has had some challenges finding acceptable dates in which to utilize the promotional package that he purchased. Travel dates and locations are subject to availability and reserved on a first come, first serve basis. We have arranged for a member of our marketing department to contact Mr. ****** in the coming days to go over travel options. Additionally, Mr. ******'s promotional package is valid for travel through July 31, 2022, giving him plenty of time to use it. Consumer Response /* (3000, 7, 2021/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Encore did call me and was again unable to accommodate any dates that I was able to travel. They stated that we need to book out early?? I tried booking for July of 2022 and still not available?? They refused to refund me the money but are unable to forfill what they stated they could do during the presentation. Today again I ask to speak to a supervisors Ms.Ellie S? They provide me her number and stated she worked till 5pm. I called right after hanging up with the support center and they stated she was gone for the day. I asked for another supervisor and no assistance. Another lady answered the phone and gave me corporate number and no supervisor wanted to take Callander young lady just kept apologizing. Would like a refund! Said they would trat someone that has stayed with Marriott almost 110 days this year like this. Very disappointing. Business Response /* (4000, 9, 2021/11/30) */ Mr. ****** was offered July 3rd as a potential arrival date using his encore promotional package. Mr. ****** declined this option because he preferred to arrive one day earlier. Unfortunately, July 2nd was not available using the promotional package. Per the offers terms and conditions, travel dates may be requested up to 10 months in advance and are honored on a first come, first serve basis. The encore package is not refundable. Mr. ****** has been offered terrific travel dates that were very close to the holiday dates requested. Holidays are especially popular amongst our resort owners and some flexibility will be required in order to use the package over high demand time periods such as school breaks and holiday travel dates. Our organization will not agree to refund Mr. ******'s Encore Package. He is encouraged to contact our promotional package office at 800-782-5410 in order to explore alternative travel dates in-between now and next July.

*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. ↩