Marriott Vacation Club

Unable to use resort credit

Subject: Formal Complaint Regarding Inaccurate Information Provided by Representatives and Abrupt Change in Resort Credit Policy at Marriott's Canyon Villas (Reservation # [Your Reservation Number])

Dear Owner Services Management Team,

We are writing to formally express our profound disappointment and frustration regarding a recent experience at Marriott's Canyon Villas in Phoenix, Arizona, from November 18-20, 2025, and November 23-24, 2025.

We are long-standing owners with the Marriott Vacation Club and expect a high level of service and reliable information from your representatives. Unfortunately, the service we received led to the disruption and cancellation of our anticipated vacation.

Timeline of Events and Misinformation:

Early September 2025: A representative informed us we had expiring points and confirmed we could use Club Points for resort credits covering spa treatments, golf, and dining at Marriott's Canyon Villas.

September 17, 2025: We booked two separate villa reservations specifically based on the confirmation that these amenities were redeemable via Club Points.

October 2025 (Date approximate): We called MVC Owner Services again to book specific activities (spa, golf, dining). The representative reconfirmed all activities were eligible for resort credits at the value of 325 points for $110 USD. We were advised to finalize the point transfer with the on-site concierge upon arrival.

November 18, 2025: Upon check-in at Marriott's Canyon Villas, the concierge abruptly informed us that a 'new policy change effective November 1st' meant resort credits could no longer be used for spa, golf, or restaurant charges.

The Impact of This Failure in Communication:

We flew from Chicago to Phoenix specifically for this vacation, having made extensive plans based entirely on the information provided repeatedly by your Owner Services team. The resort amenities were the primary reason for choosing this location. Discovering upon check-in that these services were suddenly unavailable via the agreed-upon payment method was unacceptable.

The situation was exacerbated when a supervisor suggested we should have checked the Marriott Vacation Club website for updates, a website that is notoriously difficult to navigate, slow, and poorly laid out (a widely held sentiment among owners). It is the responsibility of MVC to communicate significant policy changes clearly to owners, especially when actively providing owners with information over the phone.

Desired Resolution:

We request the following actions to address this service failure:

Reimbursement of All Points: Please return all Club Points used for both reservations (Nov 18-20 and Nov 23-24) to our account immediately, given we were forced to cancel our stay due to this misinformation.

Formal Apology: We require a formal acknowledgment and apology for the misinformation provided by your staff and the failure to communicate a critical policy change, which resulted in significant inconvenience, wasted travel expenses, and a ruined vacation.

Compensation for Travel Disruption: We incurred travel costs (flights from Chicago) and significant stress based on the reliability of the information provided by MVC staff. We request a goodwill gesture in recognition of the substantial disruption to our plans.

We trust that Marriott Vacation Club values its members and will take this matter seriously. We look forward to a prompt and fair resolution. You may contact us at the details provided

Call back from Marriott today. Excuses and only resolution was interval exchange.

I have been a Marriott timeshare owner since the mid-1990s. During those early times, we loved the experience and ended up owning 5 Marriott properties and some points. We maximized the use of our properties by exchanging one or two for points each year, airline travel, and visiting Marriott exchange properties in Australia, New Zealand, Thailand, France, Canada, cruises, and, of course, the U.S. We loved it and were able to travel to places that we probably wouldn't have gone otherwise. We have been loyal, enthusiastic Marriott cheerleaders!

My husband passed away almost twelve years ago, I'm 12 years older (91). I am unable to travel much anymore, have a more limited income, and it became time for me to dispose of the Marriott properties. The first 4 were done easily, and I began the foreclosure process for Surf Watch in May 2024. In mid-May, my Marriott Bonvoy points were frozen, with no knowledge to me except when I tried to use them. I had been told that the foreclosure process should be completed by the first of 2025.

I received a certified letter, dated Feb. 20, 2025, from the law firm that handles Marriott foreclosures, stating that the property had been sold back to Marriott for $1.00. I waited until today (March 26) to try to call Marriott to inquire about the reinstatement of my Bonvoy points (now close to 800,000). Over a period of 2 hours, I made 8 telephone calls to numbers given to me by the person I had just talked to. I started with 800-845-****, and she didn't know the answer and referred me to another number. I continued to call the numbers which each person told me to call. All but one were nice and tried to be helpful, but each gave me a different answer. The calls went full circle, and when I was referred back to the foreclosure department, which I had called earlier, she became quite impatient with me. She talked in an angry, rapid voice and would not listen to what I was trying to tell her. I asked her to stop talking to me like I was a dumb, old woman (old yes, dumb definitely not, and still with all my faculties!). She finally hung up on me. She was extremely rude as she tried to explain in rapid-fire speech all the steps along the way to foreclosure. This is no way to try to satisfy your customers, and I was appalled.

It is a sad ending to my love affair with Marriott, and if I hadn't already disposed of all my other 4 properties, I would certainly do it now. The company isn't what it used to be when we first purchased our properties, and I will now actively express my displeasure in any situation.

I want my Bonvoy points reinstated soon, and they'll not hear from me again. Though I would love to hear from someone who can rectify this situation!

Weve been owners with Marriott for years, but its been a nightmare. High-pressure sales tactics misrepresented costs, benefits, and long-term fees.

Points expire quickly, availability is poor without planning far in advance, and weve lost points due to cancellations and the pandemic. They even reported a missed payment caused by their system error, damaging our credit and nearly costing us our home. Constant upselling and zero flexibility have made this experience unbearable.

Weve been requesting assistance to cancel our timeshare for nearly 3 years with no resolution. We do not recommend anyone buying a Marriott timeshare.

This company is running an elaborate scam. Our most recent experience with them has left me feeling extremely disappointed, frustrated, and taken advantage of.

The issue ultimately stems from the lies and deceit that took place during the purchase process. My family and I explained to the female rep at Marriott Fairfield about our disabled daughter's needs and the fact that we were unable to afford the timeshare. We have not used the timeshare because we have not been able to keep up with these increasingly high fees. The one time we thought we might be able to use it there was nothing available.

This timeshare has become a crushing burden for our family, and it is severely impacting our financial health, especially given our main priority: our disabled daughter and ongoing medical expenses. In recent months, we have reached out to even more reps and they have just told they are sorry for our frustration, that we should stop paying on our ownership and they told us to anticipate no further response from them.

We want the timeshare cancelled and our money refunded in full. This is simply absurd.

T/C with Asher in reservations today: she was helpful, knowledgeable in making my reservations for New York and Washington DC. This was a positive experience with vacation club reservations compared to previously where reps were difficult to understand, did not provide/offer clear info on the hotel, resort or point usage.

Also, in the past, telephone connections were BAD! I was not able to provide the customer survey at the end of today's booking. The connection was cut off.

In addition to improving customer services (training for some), telephone connections need improvement. One last thing, the vacation club site for multiple reservations was NOT user-friendly at all.