Marriott's Harbour Club

My family has a Marriott timeshare and we've been fortunate to have many great family vacations. This year, we stayed at Marriott's Harbour Town in Hilton Head...our first visit to Hilton Head. For our entire stay there was major construction from 9 to 6 all 7 days (sand blasting, power washing, painting, scaffolding and many workers in your window). There were many hazards including razor blades left by workers, cords every where, wet and messy kept walk ways. Even leaving access to the few amenities available only by stairs. You couldn't use to one elevator because it was always full of construction crew/equipment. All of this was known by the General Manager and Customer Service with no action. The resort agreed it was bad, loud and not a vacation they would want for their family and they were sorry…the work had to be done. This construction is a result of Hurricane Matthew that hit ground October 2016. Work was delayed because the resort was waiting for insurance money. This is not my family’s problem. The work has and needs to be done absolutely...but not at my family’s expense. The pool wasn’t open; we had to go to another facility just to use the pool. They should have done what was fair and ethical for their customers and close the facility or give guest fair consideration. We were advised 2 weeks ahead of our trip that there would be some minor inconvenience. It was difficult for young and old to relax with all of the noise; it was too loud for the kids to nap. This construction may still be going on so I would call before you make the trip.

We have owned a Marriott time share for 30 years, and have never had a problem until January 2023. We booked a week at Harbour Club, a place where we have stayed before. Before we arrived we were informed that construction was taking place and that there might be "some noise." While we were prepared for some inconvenience, we did not expect the fact that for three straight days, workers would be using electric saws to cut off all of the concrete coatings throughout the complex. The jarring noise, which made the unit unlivable, went on for three straight days from 9 AM to 4 PM. When we approached management about the problem, we were informed that there was nothing they could do (i.e., find alternate location, refund, points, different room). I was terribly disappointed with this experience. The noise made the units uninhabitable. This property should never have been made available when it was determined that these kinds of repairs were going to be done. To make matters worse, we invited some good friends to stay with us, and they now have a bad impression regarding Marriott's hospitality. Furthermore, I responded negatively to a survey Marriott sent us regarding our stay, and never heard back. Overall, we had a very disappointing experience.

As loyal Marriott customer (Resort and Hotels) I didn’t want to write this review after my terrible experience at the Harbour Club. But after taking with Customer Care, I have no choice. I need to start my review with a question…”Are all Marriott guest valued equally?” Unfortunately not! Like the other recent reviews, the resort staff’s concern for their guest’s safety and the quality of their vacation during this construction was non existent (although we did get a lot of lip service). The response from the Marriott Vacation Customer Care was no better. I spoke to other frustrated guests who were in disbelief that the resort was open and guest where paying full price to be there during this construction. Some were notified that there could be minor inconvenience; others were not warned at all. What really added salt to the wound though was that upon leaving the resort I was told by a guest (who was pretty verbal during our stay) that the Marriott Vacation Club gave them (as fair consideration) a free week to anywhere to be used within a year!! I would not go back to the Marriott Harbour Club for many reasons. But, my question to the Marriott Vacation Club is…What makes one guest more valuable than another? I am so glad other people a reviewing the Harbour Club as well because this has been a truly infuriating experience.