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Business Profile

Vacation Timeshare

Starwood Vacation Ownership

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vacation Timeshare.

Complaints

This profile includes complaints for Starwood Vacation Ownership's headquarters and its corporate-owned locations. To view all corporate locations, see

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Starwood Vacation Ownership has 3 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:05/16/2023

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Sept 6th 2022 I arrived w/my boyfriend at the Westin Mission Hills Villas(we often stay here, I’m a Bonvoy member too, gives you “FREE UPGRADES”) to which the front desk staff have you Sign BEFORE your stay & give credit card, should you charge any EXTRA amenities(food, spa). You’re simply agreeing to the terms of which you booked your room at a Specific amount. NOT INCREASED, INACCURATE prices.I did NOT authorize these INACCURATE charges.Upon checkout, you simply just leave.The bill is emailed to you & being in a rush before traffic I didn’t look that up until the following day.At that point for over 1 week I spoke to: front desk rep, front desk manager(very rude) who I also left sever voicemails&it took days for her to return call, I then spoke to the Asst GM(who had been on the job for 2 days & of course the GM who she was now covering for was on vacation out of the country for 3 months! Now how would I remember those numbers so distinct after all this time yet this resort seems to blindside me w/ Overpriced fees! As if I don’t remember the exact amount that I booked the room at! On the 1st day at the pool my BF had an accident on the water slide which caused medical attention immediately(urgent care-lost entire day at resort& w/ family)& after our stay which caused an early checkout by my bf. He then had to go to ER bc the area of injury got worse & worse. W/ that said I had asked management for compensation on the room bc of injury, loss of time, med costs,missed family time.They had agreed. I filed dispute w/ credit card company after no help from anyone I spoke too. As I understand by the FTC & FCBA the regulations are put into place to protect the consumer! And the merchant has “90” days max to submit proof. I filed in Sept, in the beginning of January my credit card company returned the entire amount charged as it had been a good 90 days! In Feb, the cc then decides I’m now responsible bc the merchant now gave proof! Their 90 days was up! Follow Rules

      Business Response

      Date: 05/17/2023

      I am sorry to read of this guest's boyfriend being injured, and I certainly hope he is doing better now. We didn’t charge anything more than what the guest agreed to pay at the time of booking.

      Customer Answer

      Date: 05/17/2023

       I am rejecting this response because:


      Major injury on property & did not approve new prices. Nor did I receive the promised comp nights & fees.
      also w/n Federal Credit regulations the business has “90” days to submit, they failed to do so!

    Starwood Vacation Ownership is NOT a BBB Accredited Business.

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