Lynne sent a message to Arne M. Sorenson – President and Chief Executive Officer of Marriott International, Inc. – Email Address that said:
Dear Mr. Sorenson,
I'm writing to you from a place of sheer frustration. My parents were proud owners of 5 Marriott time share weeks as well as belonging to the Destination points. Since my fathers passing in March I have been trying to sell these weeks as my siblings and I cannot afford them. It seems that each time I call Marriott I get a different department and/or a different answer sometimes to the same question. The best advise the resale department can seem to give me is to let the properties go into foreclosure.This goes against everything my parents stood for.
The best example I can give you right now was that I was just on the phone for one hour and five minutes.
I called Owner Services department and the first person I spoke with was Iesha who was very pleasant, but she was not able to answer my question about whether or not we will be able to use the 5 weeks we paid for in 2016 and because we paid them, we want to use them. She had to call an adviser and the adviser had to call someone.
They came back with the answer that we could use the 5 weeks we paid for in 2016.
I asked to speak to her supervisor about getting my sister's name off the bill.
She put me through to Tess. I felt that Tess was not listening when I started to bring up about the best advise I was given was letting them go into foreclosure.
She began reiterating things I had already done and known. I then asked to speak to her supervisor, as I was extremely frustrated at this point, to the point where my sister and I were brainstorming agencies to call to get help with your companies run around. Such as, BBB, a news station...anything we could think of.
It was then when my sister looked up the CEO of Marriott and I googled your name and am now emailing you.
Kathy, Senior Supervisor and Tess' supervisor, then told me that we would not be able to use the 2016 we paid for once we let the weeks we are not able to afford and sell go into foreclosure.
This further reiterated how for the last nine months, I have been shuffled around and therefore my family is not only losing money, but quite frankly, our minds and our hearts are heavy that our parents hard work is going down the drain as we speak. There has to be a better way for families who inherit time share from their loved ones to solve the issue promptly and without months of run around from department to department.
I know this is long, but I hope you take the time to read it and are able to get us prompt, correct, and final answers to our issues.
Thank you for your time,