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[Resolved] Marriott Vacation Club International / penalized for a cancelled vacation that was caused by mvc

1 United States

We booked trip to stay at the Marco Island Location for February 24th - 28th 2018 using out Vacation Club Points on August 28 2017.

Due to hurricane renovations not being finished, MARRIOTT canceled our reservation on January 24th 2018 after asking us for room preferences on January 13th.

They offered us alternative locations but would not cover any change fees for adjusting our airfare.

I then find out that they penalized us as if we cancelled this ourselves.
Therefore I have over 3000 points I have to use this year or lose them, but can only book using these point 60 days in advance of stay, which is typically 12 months!

All customer service can say is that this is what the executive teams at Marriott has instructed them to do.

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Mr. Steineke, thank you for reaching out to our Executive Office team. We are happy that one of our customer advocacy managers was able to assist you with this matter. Thank you for being an Owner with Marriott Vacation Club.

Vs
Sep 10, 2018

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