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Marriott’s Marbella Beach Resort Customer Comments
Our team here at Mercantile Claims are always on hand to help you with any issues, concerns or questions you have regarding your timeshare contract. Below we have listed the most common questions we receive on a regular basis. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
We went to buy into this property and ended up filling out a tourism complaints form
This property was strongly recommended due to the positive image projected by its advertising, and so, from Barcelona, we did the “tourist drive” and drove down to this resort…
My opinion is that the choice to check this place out based on the advertising was a mistake. After a 12 hour drive from Barcelona, we arrived in the resort at 3 am, with a confirmed reservation, and were told that…yes, we do have a confirmed reservation, but, no, we can’t check in till 4 pm… Unless we pay an extra night, which we said we could. The receptionist apparently took a swipe of the credit card, then came back, nope, we’re 100% full, we can’t let you in…. BUT ! he was helpful enough to recommend the Don Carlos (just up the road) he called in and confirmed availability for us (of course not telling us that the Don Carlos charges more than the Marriott…)… So, off we went, finding out that my Credit cards were maxed out, the Don Carlos receptionist was kind enough to recommend the NH which took us in for the night.
Well, after a few hours sleep and some phone calls to my bank we got my cards unblocked and returned to the Marriott, checked in and got a (sea view) apartment to which the “sea view” was only a crack in the veranda… For 395 Euros a night… Oh, and we get free parking too! underground… IF you can find a space… (which you can’t owing to the fact that every apartment occupant drives 4 cars apparently)..Nope, not their problem… OK, so I called the sales manager, whose response was scripted “I’m sorry you had a problem, but I can assure you we are service leaders and not everyone has the same problems you did..” ok… fair enough… This is apparently an owners only resort which basically means that ONLY the owners will get the attention of the service staff.
Settling in a blue card caught my eye, which was a message from the resort management to its tenants, basically telling everyone that they will be calling the police if you (a) are fighting (b) vandalising resort property (c) making a loud noise after 22.00 (d) loitering (e) public safety….. etc etc etc…. oh, AND that they reserve the right to call the police on juveniles before they call the parents… (and I’m thinking…WOW, these people must be having some serious problems). Not to mention the low pressure in the water in the apartments (takes half an hour to fill a bathtub or get some dishes washed), the fact that housekeeping does not actually CLEAN the room but just replaces some linens and takes out the trash…etc
Well, the next morning, apparently my credit card’s been maxed out AGAIN by this resort and they want me to come down and place a second payment… I called my bank and they told me that this hotel had taken 2 authorisations from my credit card, and that needed to be sorted out… OK, so I went down there, and got a very grouchy front desk manager who basically told me that they had no record of this authorisation, oh, and even if they DID take one from my card, it would be released automatically within 5 days… no problem, right ? WRONG… See, not only do I have to wait the five days to get my money back, but I was now locked out of my apartment unless I made another payment… Their mistake again. After arguing endlessly with this woman another guest told me (wow, I would NEVER have this much patience with them, congratulations for you) before she went back and continued discussing with them her reservations issues. Anyhow, not being able to come to a conclusion with this woman, she called her “supervisor” who looked like an ivy league university graduate with no customer relations experience whatsoever, and a serious attitude problem towards his guests.
What was this guy’s problem ? Well, apparently he wanted to see my credit card statement to prove that the hotel had taken authorisation from my credit card (not his problem that this authorisation only appears after 48 hours on the statement and that my banking information SHOULD be private) he invites me to use the sales manager’s computer to extract that statement, when I tried to tell him that a) the statement will only show up tomorrow and b) my banking information is private, particularly when they take such liberties with my credit card… he just shrugged it off and said that he can’t let me back into the room without a payment.
This was just too much. I told him to escort my colleague back to our room for a cash payment and to give me the complaints booklet… That’s one of the good things about Spanish Tourism.. They take it seriously, and filling out a complaints form will get your issue to the attention of the tourism authorities there… He did so and I filled out every single detail of what had happened. What was interesting was that this manager, supposed to give a good face to this resort, actually tried to convince me that the complaints form would not be processed unless we took it to the Junta de Turismo de Andalucia (conveniently located 100 KM away)… But as we left the resort I called a colleague of mine who told me that that was not necessary and that he was just trying to take me for a fool, and that as long as they had a copy in their book (which they did) the tourism authorities would investigate and arbitrate the complaint.
What else is to be said about this resort? the facilities are nice, but they are sullied by the negative attitude of the service staff there, mainly the management. I’m not going to go into much more detail about the negative experiences there, except to say, that we definitely would not be going back to this resort.
I hope the management there is changed.
Don´t bother with this place
Oh, and then there is the restaurant – 20 minutes to get coffee (with only 6 tables occupied), and 10 more to get milk for the coffee. The short order cook (no need to call her a chef) could not figure out how to cook an egg if her life depended on it – one order was way overcooked hard lifeless eggs, and the other was an omelet that she insisted on smashing and turning out half raw with oozing raw egg flowing over the plate. This is not a restaurant I would recommend to anyone. Heck, even I can cook an egg right!
Not worth the money, a real scam, and uncooperative management that ignores real valid concerns. Move us to a decent room? what a laugh. What is clear is that if you make them think you want to buy a condo week, you get the good rooms. If you are an – and this is a direct quote from them – ¨¨if you are an American that doesn´t want to buy in Europe, then we just don´t really want to bother…¨ I guess an investment in Marriott is not really an advisable recommendation either.
The only way to get their attention is to pretend that you may want to buy into the resort, and then all doors are open. Otherwise, you risk being shunted to the out-back rooms on the service alley and have to put up with noise, surly staff and really substandard accommodations.
Totally misleading website representations of Beachfront
We stayed at Marriott’s for few days only as we didn’t really like it so we had to move. At arrival, we were impressed by the beautiful reception just to find out our room was miles away in what seemed to us like a cellar. It had no view whatsoever, it was ridiculously tiny and overlooking the kid’s pool. Definitely what we were hoping for. Then there was some misunderstanding to do with the food as we had a little kitchen unit in the room it turned out there is no room service or something. To be honest, at that point we were already so agitated we wanted to leave after we spent time in the indoor swimming pool with someone swimming with full clothes on and shoes! We packed and moved straight away. Definitely not going back.