Marriott Vacation Club Sucks Customer Reviews and Feedback
Marriott Vacation Club is the primary timeshare brand of Marriott Vacations Worldwide Corporation. The brand comprises more than 70 Marriott Vacation Club properties throughout the United States, Caribbean, Europe, and Asia and more than 400,000 owners. Marriott Vacation Club resorts consist of one, two, and three-bedroom villas. Marriott International, Inc. is an American multinational diversified hospitality company that manages and franchises a broad portfolio of hotels and related lodging facilities. Founded by J. Willard Marriott, the company is now led by his son, executive chairman Bill Marriott, and president and chief executive officer Arne Sorenson. Marriott International is the largest hotel chain in the world.
An unhappy customer shared this in a review, "The company is held back by many antiquated people who have been in their roles for far too long. There are so many egos in the building and anything takes forever to get done because there are hundreds of layers of approval. It is obvious that management isn't doing their job right. A lot needs to change here."
Here are the Top Marriott Complaints:
DATA BREACH The massive hacking of Marriott International Inc. reservation databases could lead to a 99 million-pound ($124 million) fine as the U.K. cracked down on privacy breaches with its second major penalty notice in two days.The cyber attack, which Marriott disclosed last year, exposed information on 339 million guest records, including 7 million related to British residents, said the U.K. Information Commissioner’s Office.
Worthless blackout dates policy Overall Marriott did a good job publicizing the details of the merger and answering our burning questions, even about some niche and underrated elements of the program. The new Marriott Bonvoy seemed to take some great things from both legacy programs, but one element that has remained disparate is the way properties implement blackout dates for award stays. Put bluntly, the policy for legacy Marriott hotels is worthless, as properties under these 16 brands can cap the number of standard rooms they make available for award bookings. For roughly four months, from August 18 through mid-December, the program’s terms and conditions were updated with more consumer-friendly language, though a Marriott spokesperson indicates that there’s been no policy change in terms of how properties handle blackout dates since the integration.
Incorrect pricing on ‘Points Advance’ reservations This has been one of the most frustrating problems, as many people intelligently utilized Marriott’s Points Advance booking feature to lock in lower award rates at properties that were going up in pricing after the merger, only to find that their reservations are now showing the new elevated prices. While this should also be a quick fix based on the date your reservation was created, I’ve seen varying data points suggesting that many people can’t get their reservations repriced correctly. Unfortunately, it appears that many Marriott agents don’t have the power to fix this problem, even if they can confirm that there is a mistake.
Poor customer Service Any loyalty program needs to provide solid customer service to its members, and by many accounts, this is the biggest area where Marriott failed during the integration. The emails and comments we’ve received document numerous cases of members being provided inaccurate information or simply receiving no responses. Emails have gone into the oblivion. Social media channels, previously a source of quick responses from SPG, have gone dark. TPG Senior Writer JT Genter was even told two flat-out lies by an “elite service supervisor” just last week. According to her:
He can’t have both a Ritz-Carlton card and a Starwood Preferred Guest® Business Credit Card from American Express. A member can’t have the same mailing address as another member (sorry families!). To make this worse, the failures extend to the program’s most elite travelers: top-tier Platinum Premier Elites with ambassadors. One member reported an initial email and 40-minute phone call with his ambassador, followed by a whole lot of nothing. Multiple emails went unanswered, and a final message to the generic ambassador address resulted in a response after 48 hours, hardly indicative of elite-level support for someone who claimed to spend $27k last year.
Decreased earning rate on SPG Amex cards The Starwood Preferred Guest® Credit Card from American Express and Starwood Preferred Guest Business Credit Card from American Express used to be no-brainers for non-bonus everyday spending thanks to the outrageously powerful earning rate of 1 Starpoint per dollar spent (3 Marriott points/dollar in the new system). SPG’s plethora of airline transfer partners made these cards card attractive value propositions even to those who didn’t stay in SPG hotels frequently. During the merger, the cards received a 33% haircut and now earn 2x Marriott points per dollar spent, a return of 1.8% based on TPG’s valuations. There are a ton of ways to guarantee a better return than this, even by opting for the simple Citi® Double Cash Card.
VOA / Call center (Former Employee) says"The management is very toxic. I worked from home. I had a baby and I took 3 days off obviously I was at the hospital. And they interrogate me for missing days of work. I WOULD NEVER RECOMMEND THIS JOB TO ANYONE. They will interrogate you for any reason at all. The management teams up and talks bad on us people new to the company. I promise you will not like working for this job. DO NOT WORK FOR MARRIOTT. Cons: To many to list."
Sales Associate (Former Employee) says"No training , no support , was told it would be a lot different than it was. We were told that we would have help closing and we really didn’t . Bad management very sarcastic and negative."
Marketing Executive/Package Sales Specialist (Former Employee) says"If you have any concerns, and go to HR for advice, You are retaliated against by management. HR is not your friend at this company, and will not back you up. Never go to them with any issues. Constant revolving door and Hostile environment. Such that employees are afraid to complete surveys regarding the work environment as they know management will punish them by cross-referencing their log in credentials"
Vacation package sales (Former Employee) says"The better a salesperson you are the worse the calls get so they don't have to pay you half what you're worth. They would try and feed you snacks instead of pay you."
Marketing Strategist (Former Employee) says"Company doesn't care about those who are not doing as well to resolve why they are underperforming. They help only those who are the loudest cry babies and those who clearly indicate they will leave."
Customer Service Supervisor (Former Employee) says"there is a lot of favoritism, racism, manipulation by upper manager. They do not help or prepare you to move up on the company. You have to know someone that knows someone to be place in an upper position or do "favors". Cons: managers are unprofessional"
Inbound Sales /Vacation Ownership Club (Former Employee) says"Marriott vacation club was a horrible place to work at, if you want to be stressed , not make money , and then be treated badly this is the perfect place for you. Cons: The worst things you can ever imagine including Human resources"
Sales Representative (Former Employee) says"Working hours almost 12 hours a day. With very less and salary. Cons: Low salary, low commission. Vet very long working hours 12 hours a day"
Sales (Former Employee) says"As far as I was able to determine the upper management are nothing more than con men and women and are not the brightest light bulbs as the saying goes. Cons: You get to see first hand how liars, crooks, thieves and manipulators prey on the public and get away with it daily."
Vacation Planner (Current Employee) says"They are not Marriott International and only share the name. Was hired under the guise it was fulltime inbound turned out to be outbound only. Training was not sufficient and the managers really dont care about you just about making the sale by any means possible. Micromanagement is rampant and as they walk around constantly. You are expected to make 200-300 calls a day and the leads they claim are pre-qualified mostly end up in voicemail. Cons: Base Rate, Micromanagement, Stressful, Poor Training, Cramped Work Area, Poor Management"
Guest service representative (Former Employee) says"it's okay to work here , cool benefits. great opportunity to meet people from different cultures and background. alot of standing and management tends to have favoritism"
Housekeeping Supervisor (Former Employee) says"Cater to jerks and do nothing for nice friendly people. Do whatever to short change guest. Over work and always short staffed. You never move up unless you know someone."
Breakfast Attendant (Former Employee) says"I enjoy the management team so much until when it's time to transfer or leave you feel like apart of your soul mate just left you and you work harder."
Housekeeping Executive and MOD (Former Employee) says"Marriott vacations world wide do not know this company Marriott yes but world vacations don't know this company unless they have changed their name don't no"
Front Desk Agent (Former Employee) says"Had a terrible time working for Marriott. My co-workers at the desk and housekeeping were fantastic but the pay was absolutely horrible, the front desk management was apathetic and rude, and the housekeepers were treated horribly. Do not recommend. Cons: Awful wages, poor management"
Housekeeper/ F&B Attendant (Current Employee) says"Not. Great Lack of management and. Staff. No communication between management amd HR..Lack of employees males job very stressful..No security and. Lack of empathy"
Not applicable (Former Employee) says"I never worked here by the way. I tried for almost 3 weeks or more to get a job here as well as other places to no avail. The gm started to ignore my calls as well as hang up on me when I called. Cons: General manager unprofessional"
Housekeeping (Current Employee) says"I think the job would be a lot better with a new boss they always short staff they barley have linen never any cleaning supplies you have to work every weekend and holiday."
Guest Services Representative (Former Employee) says"I would not recommend to anyone looking for a job to work there. They do not know how to manage or work well with their employees. There was an associate who's father passed away and they still made her work everyday (including the day he passed) except for the day of the funeral. Cons: Management"
barista (Former Employee) says"It's OK when your in school to make some money. you get free Starbucks coffee from the barista's. the management is not so good. It feels has it they don't care about you. Cons: not paid enough"