ComplaintsforMarriott Vacations Worldwide
Vacation Timeshare
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Complaint Details
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Initial Complaint
11/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Request had been multiple since November 2020. I enclosed information sent to resort. The resort have not address directly the request. My health and employment had changed and worsen since Covid-19 pandemic. My request is to exit completely this contact. In 21 years (bought the time share in 2000) I have never had issues with payments. However, I am single and aging. It is unreasonable that they request annual payments for a membership I am unable to use or afford. I uploaded information. I also will like to inform you that their toll free number is useless since no one is answering the phone. Enclosed multiple documents. I am not requesting any pay back just a Timeshare deedbackBusiness response
11/24/2021
Business Response /* (1000, 5, 2021/11/09) */ According to our records Ms. ******** has owned a week at Sheraton's Broadway Plantation since 2001. Currently, maintenance fees on the account are delinquent and the account is in foreclosure for nonpayment of maintenance fees. Ms. ******** has been contacted by our Financial Services department regarding her account and she is aware of the loss mitigation process. Deed back options are only offered for accounts that are current. If Ms. ******** does not pay her maintenance fees, then her week will be permanently revoked. Once the foreclosure process is finalized Ms. ******** **** not be responsible for the financial obligations that coincide with her ownership interest.Initial Complaint
10/26/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On Aug. 31, 2021, I purchase a purchasing a Marriott Vacation Club'(r) preview vacation packagefor a two-bedroom stay. I was told that the view may not be guarantee and I need to plan early. I called in today 10/26/21 to book the room and the agent said they do not have any rooms available until Aug. 18, 2022 which time my kids had gone back to school. This can be considered fraud for selling the package and refuse to refund the money when there's no room available. We were told there is no blackout dates and yet they do not have any dates in the Summer period.Business response
11/19/2021
Business Response /* (1000, 5, 2021/10/29) */ Ray ********* from the corporate Customer Advocacy office has responded to Mr. *** directly via email and offered an amicable resolution to his concerns regarding his promotional package. If Mr. *** has any additional questions or concerns he is encouraged to respond to Ray *********'s email. Consumer Response /* (3000, 7, 2021/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Have not receive any correspondence email from Customer Advocate regarding the complain Business Response /* (4000, 9, 2021/11/03) */ Here is the date stamp from our email to Mr. ***. the email did go through as we have received no indication of the email correspondence being delayed or returned. Mr. *** is encouraged to check is spam or junk folders. He may also reach out to Ray ********* directly at *************@mvwc.com From: *********, Ray (MVCI) Sent: Friday, October 29, 2021 2:14 PM To: ********@gmail.com Subject: MVW Customer AdvocacyInitial Complaint
10/21/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My wife and I purchased 2 vacations with Marriott in orlando fla as well as several small get away packages. When purchasing we were told that we had enough points to take vacations outside of orlando. every time we tried scheduling a vacation it was either we did not have enough points or it was not available. We felt as if we were paying for something that we could only use in orlando. We were mislead. I'm not really concerned about a refund for the timeshare, but i do want my Marriott rewards points to be restored. They suspended my points earned as a member and using the credit card. They encouraged us to use the card to earn points then they suspended it and I was $20 in the hole on the card in which i took out a loan to pay that off. I want my time share dissolved and my rewards points reinstated as i've paid for those.Business response
11/12/2021
Business Response /* (1000, 5, 2021/10/29) */ We are very sorry to hear about the concerns of Mr. *****. In review of Mr. *****'s stay history we see that he has successfully used his Marriott Vacation Club Destination Points for two vacations. The first was at Marriott's Ocean Watch Villas at Grande Dunes in Myrtle Beach, South Carolina. The second stay was at Marriott's Royal Palms in Orlando, Florida. Owners may make reservations using their Destination Points up to 12 months in advance. Reservations are honored on a first come, first serve basis. Therefore, if popular resorts and/or peak travel dates are desired, then an owner will need to plan early by calling Owner Services or booking online. Mr. *****'s Marriott Bonvoy account has been temporarily suspended because he has not paid his maintenance fees. Per the Marriott Bonvoy Terms and Conditions, an MVC Owner's account will be suspended until all debts associated with their vacation ownership account are settled. Unfortunately, we cannot authorize unlocking the account until Mr. ***** has paid his maintenance fees. The manner in which the Bonvoy points were accrued does not play a factor in removing the suspension. Mr. ***** is encouraged to contact Owner Services at his earliest convenience to bring his maintenance fees current. The telephone number to Owner Services is 800-845-4226. Owner Services hours of operation are Monday through Friday from 9am to 8pm eastern. Consumer Response /* (3000, 7, 2021/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes we did stay at the marriott but it was based on specials that we had purchased. This vacation club is a joke and they never tell you the truth. They show you packages and vacations just to get you to sign up. I spent over 20k on the Marriott card purchasing things in order to get more points. I WILL NOT spend another dime with Marriott vacations. Business Response /* (4000, 9, 2021/11/03) */ We further apologize for Mr. *****'s continued dissatisfaction. However, it appears that the primary point of contention stems from not paying the maintenance fees that are part of his ownership agreement. With more than 450,000 Owners, Marriott Vacation Club is one of the world's leading and most admired vacation ownership companies. Our owner satisfaction rating are consistently in the mid to upper 90's and we have been in the vacation ownership business for more than 30 years. We are happy to help Mr. ***** get his ownership back on track and encourage him to contact our Owner Services office when he is ready to bring his account current - 800-845-4226.Initial Complaint
10/20/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I wrote a letter to Marriott over 2 months ago letting them know I wanted to cancel my timeshare contract. I waited long enough to get a response from them, but they clearly are ignoring my request for cancellation. We are coming to you in hopes you can get them to respond to us so we can start this whole process. Please help us get a response!Business response
11/16/2021
Business Response /* (1000, 5, 2021/10/26) */ Our organization received the same complaint from Mr. **** in late July and the matter was assigned to Customer Advocacy Manager, Rhonda ******** for follow up. Rhonda reviewed all of Mr. ****'s concerns and determined that their is no reason to cancel or repurchase Mr. ****'s ownership interests. A copy of Rhonda's thorough response to Mr. **** is attached. If Mr. **** would like to speak with Rhonda personally, he is welcome to call our corporate Customer Advocacy office at XXX-XXX-XXXX.
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Customer Complaints Summary
291 total complaints in the last 3 years.
103 complaints closed in the last 12 months.