Very disappointing review of MVC’s Surfwatch on tripadvisor.com

[WBP]

If this review is accurate, and credible, and I have no reason to believe that it is not, I am very disappointed in Marriott Vacation Club.

In my opinion, every service failure that the reviewer illustrates, goes back to the resort’s General Manager, and is owned by the resort’s General Manager, and MVC/MVW Leadership.

For this, we MVC Owners, pay a very premium fee. I expect to receive what we paid for, in terms of product and service.

6 days ago

Poor experince during our resent stay
I have been a Marriott destination club member for over a decade and have gone to this resort probably 4 times in the last 10 years on this recent stay our rooms were dirty, poor cleaning with trash and dirt under beds and furniture, the room furnishings were worn. We experienced overflowning public area trash bins over a three day weekend that were not emptied, hotel staff parking their work carts in handicap parking which caused guests needing them to be displaced, so overall I was not happy with this recent stay and will not go back for a while. Marriott seems to be more concerned with trying to sell us more vacation products as they continually bothered us during this vacation week than maintaining standards in their resorts.

Trash overflowing near parking elevator for 3 days

 

[dioxide45]

That cart isn't actually parked in a handicap space. That said, this is a common issue that we've seen at several timeshares, not just Marriott. We've found they park directly in front of accessible ramps and in the hash spaces between handicap spots. The worst was at Westgate Town Center in Orlando. Someone coming to either drop off linens or something was parked in the hash marks right in front of a ramp for a long time requiring a long detour. I texted the front desk to alert them of the issue. We also see it a lot at Marriott's Canyon Villas.

As for a bad review. I've noticed over the years that one bad experience can cause you to notice a lot more small things that one would normally not even notice. So it manifests into a gripe review full of complaints. Not saying the complaints aren't valid, but they don't tend to also talk about the great things that happened on their trip. It just turns into a bitch fest.

Edited to also add: I've noticed at many of the resorts, there is very poor signage directing people to trash rooms and trash chutes. Too often I see bags of trash in the hallway or by the trash bins by the elevator on the first floor. Mainly because people don't know where to go to take their trash. Most resorts have a room with trash bins or a chute. There is often also a sign on the door to that room, but nothing else in the hallway to direct people to trash. Just having a sign above that trash can on the first floor saying "trash room on floors 2 through #" would suffice. Then on each floor where people walk out of the elevator there should be a sign saying "Trash" with an arrow. That's really all it takes. Most people don't want to pile their trash up like that, but when they don't know where to go this becomes the result.

 

[daviator]

As for a bad review. I've noticed over the years that one bad experience can cause you to notice a lot more small things that one would normally not even notice. So it manifests into a gripe review full of complaints. Not saying the complaints aren't valid, but they don't tend to also talk about the great things that happened on their trip. It just turns into a bitch fest.

I also am constantly reminding myself that online reviews, pretty much EVERYWHERE — Yelp, TripAdvisor, Marriott's own site, everywhere — always skew to the negative. It's just human nature... people are most motivated to go online and write a review when they're unhappy. Writing a bad review is kind of the only thing they can do to "stick it" to the business in payback for the bad experience they feel they've had. Most of us, if we're being honest, will recognize our own eagerness to write a review is probably greater when we feel aggrieved.

So while I definitely assume the person writing the review did have the experiences they describe, I also think there might be a whole bunch of people who had a really wonderful stay and just didn't get around to writing about it. And no property is perfect, it's possible to just be there at a particular time when they are struggling with staffing or other issues which show up in the quality of service.

If all the reviews read like this, I would probably conclude that problems are pervasive at that property. But an occasional bad review can be found for even the very best properties out there.

 

[WBP]

I am reminded why resort, hotel, and restaurant staff and management, who do a good job, and deliver a good product, deserve favorable reviews on Yelp, Google. TripAdvisor, TrustPilot, etc.

 

[Retired2025 aka AlmostRetired]

This line "Marriott seems to be more concerned with trying to sell us more vacation products as they continually bothered us during this vacation week than maintaining standards in their resorts" tells me that this person likely has a general negative attitude against MVCI and was looking for reasons to post. It would have been more creditable of a complaint if the person reached out to the front desk and nothing was done.

I admin a Hilton Head Foodie FB group for restaurant reviews both good and bad. It amazes me on how many people would rather complain on a social media platform without having reached out to the establishment to make them aware either real time or soon after. Businesses want to know. If you really want to help, you let them know.

Though it didn't stop us, my kids (even as adults) would be embarrassed when my wife and I complain real time when we are with them. I more often leave positive feedback and have written positive emails

 

[Steve A]

The larger question is why was the resort such a mess? None of your replies address that issue.

 

[dioxide45]

The larger question is why was the resort such a mess? None of your replies address that issue.

I don't think we can answer that. Thus why some mentioned taking these issues to onsite management during their stay.

 

[wuv pooh]

I don't think we can answer that. Thus why some mentioned taking these issues to onsite management during their stay.

Surely a combination of things. I agree about clarity. In May I took a bag of trash on a walk all the way to the front desk receptacle because I could not find a place to put the trash Eventually figured it out, but some instruction or a sign would have been nice. Not sure what staff is on trash duty, but when we were there someone had called out and other people had to stop and run the golf cart route so things got missed I am sure. Not 3 days worth, but it happens.

 

[jp10558]

It's also worth noting that several HGVC resorts as well as some more independent ones like Jackson Gore Inn and even (ugg) Villa Roma instruct you to leave trash bags in the hallway outside your door and call housekeeping to let them know. So if it's someone who doesn't regularly go to a location, or is more familiar with other systems, it may not be obvious there's a trash room if there's no signage. Wyndham for instance seems to be pretty good about signs for this at most of the resorts I've been to.

 

[dougp26364]

The larger question is why was the resort such a mess? None of your replies address that issue.

Based on only two photo’s, I can’t say the resort was really that big of a mess. Here’s what I can say:

1. Every resort I’ve been to over 27 years has had at least one slip up in either maintenance or house keeping. Not every employee takes their job seriously.

2. For such c/o the resort being such a mess, I expect more than one picture of an overflowing trash can. That could have been one family that had a big party and dumped all their trash at once. More pics of multiple instances would have lended more credibility to the claim.

3. Every single resort we’ve been to in has had maintenance/housekeeping carts parked exactly like the one pictured. That’s a non-starter IMO and is a complaint just to complain. It is NOT in a handicap spot as complained about in the review.

4. On occasion we’ve found items left behind by previous guests in out of the way spots where a maid in a hurry (do you want your villa available on time?) would miss. It’s never been anything major like a used condom, but still something I would have liked to have been removed. We’ve a.ways notified the front desk of any major maintenance issues right always and minor issues when we’re checking out. Things break with usage. If guests don’t tell them, they do t know. Units don’t get a deep maintenance inspection after every guest.

5. When we have had issues, we have notified the front desk and, with MVC, they’ve generally been addressed quickly. If it’s been major enough, we’ve sometimes received a small gift. Why didn’t this guest do the same rather than allow the issue to fester

In short, there’s a reason I never read trip advisor anymore. I feel as if the reviewer always has an agenda. For a stay so poor why didn’t they rate the resort 3 stars? IMO because very poor ratings attract attention and might be removed. The 1 or 2 stars reviews are more scrutinized than 3 star and higher. The reviewer also has only 4 contributions on TA. Two reviews of MVC properties and both bad reviews. They also refer to the program as Destinations. How long ago was it called destinations? A simple mistake, but still a mistake.

In short, stop reading TA reviews. The only thing I look for on TA is photos to get an idea of what the property might look like.

If you want to witness an anomaly. Read reviews on site like TA or Yelp, then watch videos on YouTube of resorts and restaurants. TA/Yelp tend to be negative. YouTube tends to be positive. I posted a not-so-glowing video of Ovation of the Seas cruise ship and got hammered in the comments for being negative and even called “One of THOSE cruisers.” It’s really an unusual dynamic between written reviews and video reviews. Of course the written sites don’t allow member feedback back, so there’s that to consider.

 

[Steve A]

You all are focusing on one issue, trash, and you are not addressing why the garbage in the garage was not emptied over three days; why the unit was dirty with trash under the beds and furniture; and the worn condition of the unit. Obviously the reviewer was wrong about the cart in the parking space for people with disabilities.

 

[jp10558]

I also am constantly reminding myself that online reviews, pretty much EVERYWHERE — Yelp, TripAdvisor, Marriott's own site, everywhere — always skew to the negative. It's just human nature... people are most motivated to go online and write a review when they're unhappy. Writing a bad review is kind of the only thing they can do to "stick it" to the business in payback for the bad experience they feel they've had. Most of us, if we're being honest, will recognize our own eagerness to write a review is probably greater when we feel aggrieved.

So while I definitely assume the person writing the review did have the experiences they describe, I also think there might be a whole bunch of people who had a really wonderful stay and just didn't get around to writing about it. And no property is perfect, it's possible to just be there at a particular time when they are struggling with staffing or other issues which show up in the quality of service.

If all the reviews read like this, I would probably conclude that problems are pervasive at that property. But an occasional bad review can be found for even the very best properties out there.

The other problem is, IMHO, that while you can go on reddit, or make a youtube video or whatever and "warn people about a bad stay", if you're just positive it comes off as an undisclosed paid ad to many. Because in too many situations it is. IDK if it feels like that on TUG, but what it does feel like is plenty of "grade inflation" where some huge amount of rated resorts are 8+ and that's just ... well... for many, even the resorts I LIKE A LOT, not at all my experience at the example resorts. Honestly, I like to think between the "inflation" of excited happy customers who are motivated to post about it, the paid posts and the negativity bias for everyone else posting, it may actually even out.

 

[dougp26364]

You all are focusing on one issue, trash, and you are not addressing why the garbage in the garage was not emptied over three days; why the unit was dirty with trash under the beds and furniture; and the worn condition of the unit. Obviously the reviewer was wrong about the cart in the parking space for people with disabilities.

Was it REALLY three days? You’re very trusting if you believe the reviewer. They also claimed the cart was in a handicap spot when it clearly was not if you look at the picture.

 

[dioxide45]

You all are focusing on one issue, trash, and you are not addressing why the garbage in the garage was not emptied over three days; why the unit was dirty with trash under the beds and furniture; and the worn condition of the unit. Obviously the reviewer was wrong about the cart in the parking space for people with disabilities.

We really only have the one photo to look at regarding trash. While the reviewer mentioned trash and dirt under the beds, we don't know to what extent that really was. Was it one crumpled up piece of paper, one old bandaid or was it all kinds of stuff? As @dougp26364 noted, sometimes some things are missed. I don't know the last time Surfwatch was renovated, but I have yet to find a Marriott unit that is overly in worn condition. Marriott likes to spend our money on a pretty regular schedule to renovate units and lately I have yet to find one in a worn condition. Also, what was the reviewers definition of "worn condition". We can't answer those things since we weren't there and aren't them.

 

[dougp26364]

The other problem is, IMHO, that while you can go on reddit, or make a youtube video or whatever and "warn people about a bad stay", if you're just positive it comes off as an undisclosed paid ad to many. Because in too many situations it is. IDK if it feels like that on TUG, but what it does feel like is plenty of "grade inflation" where some huge amount of rated resorts are 8+ and that's just ... well... for many, even the resorts I LIKE A LOT, not at all my experience at the example resorts. Honestly, I like to think between the "inflation" of excited happy customers who are motivated to post about it, the paid posts and the negativity bias for everyone else posting, it may actually even out.

Most people seem to have an agenda when they post a review or video. Maybe they’re unhappy with some aspect of their ownership of it’s a timeshare. Maybe they’re paid reviewers. I read several negative reviews about one MVC resort, all based around the resorts decision to stop feeding the feral cats. All of us have a bias. It’s best to remember that when reading reviews or watching videos.

Lately I try to keep my opinion out of my videos, even though when I rewatch them, I notice I’m not always successful. We all have a bias.

 

[dougp26364]

We really only have the one photo to look at regarding trash. While the reviewer mentioned trash and dirt under the beds, we don't know to what extent that really was. Was it one crumpled up piece of paper, one old bandaid or was it all kinds of stuff? As @dougp26364 noted, sometimes some things are missed. I don't know the last time Surfwatch was renovated, but I have yet to find a Marriott unit that is overly in worn condition. Marriott likes to spend our money on a pretty regular schedule to renovate units and lately I have yet to find one in a worn condition. Also, what was the reviewers definition of "worn condition". We can't answer those things since we weren't there and aren't them.

I have seen some pretty worn out units at ocean pointe when they’re close to renovation, despite an aggressive renovation schedule. But it’s very much a family friendly resort, on a beach and with lots of pools. Those villas take a ton of abuse by families on vacation and I always try to take that into account when we stay there. For that reason I try to stay out of the buildings closest to their next renovation.

 

[pedro47]

The OP, have stated that they have visited this resort 4 times before without any problems.

Did the OP, report these problems to the front desk or to management?

 

[Dean]

It certainly isn't representative of our experiences. Everything hasn't been perfect but I rarely see true concerns that aren't addressed easily and quickly. I wouldn't worry about it.

 

[claraj]

I have to agree with reading TA reviews with a grain of salt. I read the recent reviews before going to the Surf Club for the first time a few weeks ago. There are many recent 1 star reviews stating the rooms are smelly and outdated, the staff are rude and that the pools and beach is over crowded. I was worried, however when I arrived I did not experience any of that. It may be obvious but the ratings tend to be lower from visitors going during high season and that may have been the case for the Surf Club reviews.

 

[CrazyPanda]

Most people seem to have an agenda when they post a review or video. Maybe they’re unhappy with some aspect of their ownership of it’s a timeshare. Maybe they’re paid reviewers. I read several negative reviews about one MVC resort, all based around the resorts decision to stop feeding the feral cats. All of us have a bias. It’s best to remember that when reading reviews or watching videos.

Lately I try to keep my opinion out of my videos, even though when I rewatch them, I notice I’m not always successful. We all have a bias.

Was it Cypress Harbor? I thought it was great that they took care of the feral cats. Patricia was especially kind with them.

 

[dougp26364]

Was it Cypress Harbor? I thought it was great that they took care of the feral cats. Patricia was especially kind with them.

No, I believe it was one of the Hawaiian resorts but it was a long time ago. There were so many one star reviews I finally reported it to TA.

 

[VacationForever]

I would take this with a grain of salt, and posted by a disgruntled MVC timeshare owner. The cart is clearly not parked at a handicap parking spot. That picture discredits the poster right away.

 

[Pamplemousse]

Based on only two photo’s, I can’t say the resort was really that big of a mess. Here’s what I can say:

1. Every resort I’ve been to over 27 years has had at least one slip up in either maintenance or house keeping. Not every employee takes their job seriously.

2. For such c/o the resort being such a mess, I expect more than one picture of an overflowing trash can. That could have been one family that had a big party and dumped all their trash at once. More pics of multiple instances would have lended more credibility to the claim.

3. Every single resort we’ve been to in has had maintenance/housekeeping carts parked exactly like the one pictured. That’s a non-starter IMO and is a complaint just to complain. It is NOT in a handicap spot as complained about in the review.

4. On occasion we’ve found items left behind by previous guests in out of the way spots where a maid in a hurry (do you want your villa available on time?) would miss. It’s never been anything major like a used condom, but still something I would have liked to have been removed. We’ve a.ways notified the front desk of any major maintenance issues right always and minor issues when we’re checking out. Things break with usage. If guests don’t tell them, they do t know. Units don’t get a deep maintenance inspection after every guest.

5. When we have had issues, we have notified the front desk and, with MVC, they’ve generally been addressed quickly. If it’s been major enough, we’ve sometimes received a small gift. Why didn’t this guest do the same rather than allow the issue to fester

In short, there’s a reason I never read trip advisor anymore. I feel as if the reviewer always has an agenda. For a stay so poor why didn’t they rate the resort 3 stars? IMO because very poor ratings attract attention and might be removed. The 1 or 2 stars reviews are more scrutinized than 3 star and higher. The reviewer also has only 4 contributions on TA. Two reviews of MVC properties and both bad reviews. They also refer to the program as Destinations. How long ago was it called destinations? A simple mistake, but still a mistake.

In short, stop reading TA reviews. The only thing I look for on TA is photos to get an idea of what the property might look like.

If you want to witness an anomaly. Read reviews on site like TA or Yelp, then watch videos on YouTube of resorts and restaurants. TA/Yelp tend to be negative. YouTube tends to be positive. I posted a not-so-glowing video of Ovation of the Seas cruise ship and got hammered in the comments for being negative and even called “One of THOSE cruisers.” It’s really an unusual dynamic between written reviews and video reviews. Of course the written sites don’t allow member feedback back, so there’s that to consider.

#5 is it!
Anyone can make a mistake- but can they/ will they fix it when you bring it to their attention?

If something is broke/missing/ not clean in my unit I call and have it addressed right away rather than complain about it in a review.
If I see a problem at the resort I text or call and let them know- managements can’t be everywhere observing everything.
If things were not addressed after that I would have an issue. That has never happened for us at an MVC- always addressed.

 

[Big Matt]

I stayed there in may and there wasn't any issue like what was described in my unit. I did experience the golf carts parking in spaces meant for people staying there and in my garage there were limited spaces due to it being where bikes were rented. I found the staff to be very friendly. No excuse for the trash overflowing. That's a simple thing to stay on top of even when it is busy. People are slobs too and you can never solve for that.

 

[pedro47]

I stayed there in may and there wasn't any issue like what was described in my unit. I did experience the golf carts parking in spaces meant for people staying there and in my garage there were limited spaces due to it being where bikes were rented. I found the staff to be very friendly. No excuse for the trash overflowing. That's a simple thing to stay on top of even when it is busy. People are slobs too and you can never solve for that.

Renters or non Marriott’s owners do not care how they leave their villas at checkout or where to dispose of their trash. Yes! Some people are slobs and that is a fact. IMHO.