Business Profile

Vacation Timeshare

Vistana Signature Experiences

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Vistana Signature Experiences's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

161 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:02/13/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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.
We purchased a vacation package on October 4th, 2022 for over $11,000. Paid off the loan within 60 days, this is when we started to get our points and realized that we had been lied to. -We were told that we should not use our 51,600 bonus points in FL and to use them someplace nicer and not to come back to the ******** Vistana in Orlando. She said that using points at that place was a waste. Found out that we are only allowed to use the extra points at 5 of the ******** hotels, including Orlando. -We told our sales rep that we wanted to use the points for ****** (at a ****** hotel) in January and Ireland in May for our daughter's graduation. Part of the reason we bought the package to save money on the Euro trip and ****** hotel.She showed us ****** hotel and hotels in Ireland. Turns out we cannot use the 51,600 bonus points for those trips -We were told that we should have access to Interval International 60-90 days from when we signed up. We are over 120 days and still have no access. And have received no letter or communication on this. But they can send me a bill from ******** that I didn’t owe. Luckily I was paying attention and just didn’t pay it. -I made a call to Vistana call center and requested to have a manager call me because I was unhappy. No call. I called back and the notes showed that a manager called me. LIES!!!! FALSE!!! Still can’t not get anyone with any pull to call me back. -My ******** Status is still not showing correctly. They promised me gold status. I received a call from Nadia from the ******** Orlando office, and she is very responsive, but she doesn’t have the power to help me with what I need. She offered me a week certificate that can be used for Ireland but I probably need to go to another 4 hour meeting. And it’s no use to me if I cannot get into Interval to use it. BEYOND FRUSTRATED!!!!! FEEL LIKE I HAVE BEEN TAKEN ADVANTAGE OF. FEEL SO STUPID THAT I TRUSTED A WELL-KNOWN HOTEL CHAIN. THEY TREAT YOU LIKE YOU DON’T MATTER!!
Business Response
Date: 02/15/2023
Although we regret Ms.
***********’ dissatisfaction, we appreciate the opportunity to respond to her
concerns surrounding her October 4, 2022, ******** Flex vacation package
purchase.

Ms. ***********’
concerns are specifically disclosed at the time of purchase to ensure that our
owners’ understanding matches the terms of purchase. Review of documents associated with her
purchase reflects her signed agreement and understanding.

The Bonus StarOptions
Disclosure Statement conveys that bonus StarOptions may be used on a first come,
first served basis to reserve one or more available vacation periods at certain
******* ********* ******* (“VSN”) Resorts.
We reflect issuance of 51,600 bonus StarOptions on 11/30/22 with an
expiration date of 12/31/24. A 6-night reservation
has been confirmed (online 1/20/23) using bonus StarOptions for ********
Vistana Resort arriving February 26, 2023.

Although bonus
StarOptions may not be converted to ******** ******™ points, the owner’s may
convert their Home Options (every other use year beginning in 2024) for travel
through ******** ******. The benefits of
the Abound program offer the opportunity for owners to elect their ********
Flex vacation package for club points which provide access to 90+ resorts and a
host of vacation benefits through Abound.
Owners may log onto *************** to learn about the use
of their ******** Flex vacation package or the Abound program.

We apologize for the
delay in onboarding the owner’s Interval International membership and have
requested immediate attention to activate the external exchange account. Additionally, communication has been
facilitated with ******** ******™ to update the Gold Elite member status on the
owner’s ******** ****** account.

As the first year occupancy
is 2024, the owner is not responsible for club dues in 2023. An email was provided in early February to impacted
owners to disregard the invoice and if paid club dues for 2023, a refund was
being provided.

We regret that Ms.
*********** felt misinformed during her sales presentation and for the failed
delivery upon her expectations. We sincerely care about her satisfaction
but cannot disregard the contractual obligation.

As a sincere gesture of
apology, we have made arrangements for 50K ******** ******™ points to be deposited
into the owner’s ****** membership account within 3 to 5 business days ************ which she
may access through *************
Business Response
Date: 02/20/2023
We are disheartened to hear that Ms* *********** has lost trust in
******** Vacations Worldwide, Inc. but certainly extend our assistance with the
use of her vacation ownership.

To ensure that the developer’s commitment is conveyed, the
purchase agreement and disclosures are agreed upon. A 10-day cancellation period is also provided
which allows the purchaser to again review the terms of their purchase and determine
if they wish to proceed. Our position
has not changed as the terms of the purchase were disclosed and accepted. As we did not receive cancellation notification
within the 10-day cancellation period, the sale continued.

The owner’s bonus StarOptions have an
expiration of December 31, 2024. Bonus
StarOptions can be used to request a
reservation eight months or less prior to check-in at a *******™ Signature Experiences villa resort (with the
exception of ********** ****** ** ********). We invite the owner to view the *******
Signature Network resort portfolio on ***************. As Ms* *********** is aware, owners may transact
a number of use options online.

Again, we extend our apologies for Ms* ***********’ dissatisfaction, but
are not agreeable to contract cancellation.
Customer Answer
Date: 02/21/2023

Complaint: ********

I am rejecting this response because:
There is no way I would have know I had been lied to in those 10 days. I had to wait until I paid off the loan in order to get my points so I could try to use them. It is when I tried using the points I realized I had been lied too and I took action right away. None of the lies came out in those 10 days so why would I cancel.

Sincerely,

****** ***********
Initial Complaint
Date:02/13/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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.
Apparently I had 2 accounts. I was able to login and connect my 2nd contract, unbeknownst to me I was late on this contract.

I had updated the main contract ****** and thought they were together. Can you please open up a ticket to have this negative flag removed from my credit?
My credit went down 49 points as a result of this today Feb 11.

I have now caught up and setup autopay on contract *******

I had previously contacted owner services to have the accounts merged and combined for billing. Nothing was done.

Attached are the payments that have been scheduled. Please delete the potentially negative flag from my credit as it dropped my score 49 points and this was not my fault. These accounts should have been merged back in 2022. I also advised my sales person Jack F******* what’s going on.
Business Response
Date: 02/17/2023
We are
sorry to have had to report this guest as being late to the credit bureau. We
never want to report anyone as being late. We understand and apologize for the
confusion, but the information we shared with the bureaus is correct, so we
cannot remove it.
Business Response
Date: 03/16/2023
We again apologize for having to report this guest being late. However, we are legally required to report everyone who is late. We do agree that the guest reached out in late January. As shown in the attachment the guest uploaded, an auto response was sent back to the guest directing them to call the Loan Servicing department. This response was sent several weeks prior to the payment being reported late. If the guest had called, they would have had the ability to make payment for the second loan over the phone, which would have prevented us from having to report the late payment.
Customer Answer
Date: 03/24/2023

Complaint: ********

I am rejecting this response because: I trued many times to resolve this is email, voicemail, etc.

when I upgraded my timeshare in July 2022, I was promised that these two accounts would be merged in on the same billing account. This was not handled appropriately..
I do see now that the account has been removed from my credit file which is
The resolution I was looking for; to not have this late payment on my credit.

Sincerely,

******* ******* ********
Initial Complaint
Date:01/31/2023
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
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.
I originally purchased a Sheraton Flex Vacation Ownership Interest (VOI) in the Vistana Signature Network (VSN) in March of 2022. I was able to set up a login to access and reserve stays using this VOI. At the beginning of December 2022, the Abound program was launched, which is a partnership between Marriott Vacation Club (MVC) and VSN. I elected to exchange my VSN VOI for 2024 and 2025 for points to use in Abound for those years. Initially I was able access the Abound points reservation page and easily search for potential stays.

About a week later, a resale purchase of an MVC week VOI I had made was finalized (after nearly 4 months of waiting). Once this happened, I established an MVC login to be able to access and reserve using that VOI. I was able to use all parts of the MVC website perfectly fine at that point.

Because of the VSN and MVC partnership, after a couple of days I called and asked to have those ownerships associated with each other, as they have been promoting benefits for people who own VOIs in both systems. Big mistake. Ever since then (now over a month and a half), both the MVC website and the Abound access via VSN have been giving me issues. My MVC login will no longer display certain pages such as my Profile page. Accessing Abound via VSN, I can no longer search for potential stays. The page loads, but every dropdown box is empty so I can't actually search. I have tried deleting cookies/cache, using different browsers and even different computers. I have called and emailed many times, and keep getting the runaround with NO fixes. Effectively, the only way I would be able to use my points elected into Abound is by calling over the phone and having someone search/book for me. I do NOT have that kind of time, especially since the phones are not open 7 days a week, much less 24 hours a day. I am paying maintenance fees for an ownership that is becoming worthless since I won't be able to use it.

MVC ******** *** *************
Bonvoy *********
Business Response
Date: 02/01/2023
With the launch of the new Abound program, we
recognize that Vistana Signature Network owners are excited to use their
elected club points.

In review of Mr. ******’s Sheraton Flex Vacation
Ownership account (********, we reflect election transactions for his 2024 and
2025 use years (730 club points each year).

We sincerely apologize for the online service interruption
and the inconvenience of calling into Owner Services. Rest assured our web team is diligently
working to restore online access for Abound transactions for elected club
points.
Customer Answer
Date: 02/03/2023

Complaint* ********

I am rejecting this response because: this does nothing to resolve the issue. This is not a situation where you say sorry and it won't happen again. I am still unable to log in to use the ownership that I have to pay hundreds of dollars every year to maintain in perpetuity. If I were to stop paying you would send bill collectors after me, and I cannot simply cancel the ownership, ever.

Sincerely,

******* ******
Initial Complaint
Date:01/30/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
I am a timeshare owner with Vistana. As a timeshare owner, I am not supposed to pay for parking. When I was at my home property in 2020, I purchased an Encore package to use at another date. I used my encore package Jan 24-Jan 29 2023.I just received an invoice in the amount of $100 for parking. I called the front desk and was told that I must pay parking with the encore package even though I am an owner. When I checked in, I asked if I would have to pay parking. I was told no, owners dont pay parking.I would like a refund of my $100.
Business Response
Date: 01/30/2023
We appreciate the opportunity to respond to ***************** complaint and extend our sincere apologies for any misunderstanding surrounding parking fees.
The Encore package which is a highly discounted stay promotion does not include parking. The nights staying on the package would not be considered an owner stay and therefore there would be a charge for parking. As all Encore participants pay a parking fee, we are not agreeable to provide a refund.
Again, our apologies.
Customer Answer
Date: 01/31/2023

Complaint: 18947416

I am rejecting this response because: I asked at check in if I would have to pay parking and was told no. Owners are not charged for parking. I believe ****** should honor what I was told at check in.

Sincerely,

***************************
Business Response
Date: 02/01/2023
Our determination was based upon our review of the matter with resort leadership who confirmed that parking fees are applied to owners who are not staying on their ownership. We are not agreeable to provide a refund for parking during the Encore stay.
Initial Complaint
Date:01/24/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
They have become completely unresponsive. They will not answer their customer service phone number. I want to trade my week for another resort and their website is failing and when I call I am put on hold listening to music/apology message on an endless loop for over an hour (I tried several times).
Business Response
Date: 01/24/2023
We are sorry to receive this complaint from *************** Owner Services is answering calls and assisting owners as quickly as possible. We are experiencing a higher-than-normal number of calls due to maintenance fees and questions about the new ABOUND program. We do anticipate that call volume will subside in the next week and encourage ************** to call Owner Services back after February 1st at ************. Alternatively, he is welcome to call prior to February; however, it may be necessary to hold in order to speak with a Vacation Advisor.
Initial Complaint
Date:01/20/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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.
6/2023 Purchased additional time ($23,000) in order to switch our exchange company (RCI) to *********************** Was instructed to cancel membership with RCI. This has been done and confirmed with both Vistana and RCI. Still unable to use ******************** ************************ because Vistana discarded (shredded) our legal documents per ********************* and never updated their system to show that RCI was cancelled and we were now associating our week with ********************** as an exchange company or as a member of VSN. ********************** is only associated with the additional flex time purchased. We resigned the documents that we were shredded (we had copies from June) and mailed the documents again in December. They confirmed receipt 1 month ago. Still unable to access the external exchange company. At this point, we have been unable to exchange our week. Purchasing the additional time to exchange our week has been a waste of money. There have been multiple phone calls and emails. It has been several weeks since ***** has responded to the last several emails sent to him. At this point, we (my father (************************* and I) have been unable to resolve this problem after 7 months. We are co owners on the timeshare.
Business Response
Date: 01/23/2023
We apologize for the length of time that it has taken to enroll ******************** Vistana Resort week into Vistana Signature Network. ********************* has been working diligently with our Owner Services office to complete this transaction. Several months ago, a request was submitted to RCI in order to cancel ******************** membership with their organization. These un-enrollments are only processed at the end of each calendar year. It was not until just recently that we receiving confirmation from RCU that ******************** week was removed from their exchange program. With that information, Owner Services was able to complete the process of affiliating this week with the Vistana Signature Network. As of today, January 23, 2023, the process is complete.
Initial Complaint
Date:01/17/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
I received an invitation from Westin Vacation Club to try out a Timeshare in Hawaii. I paid ~$500 to upgrade the offer to a 2 bedroom Villa instead of a one bedroom villa. We rescheduled due to COVID restrictions. During the rescheduling process, the representative booked us for a 1 bedroom villa even though she assured me she scheduled a 2 bedroom villa as I originally paid for. We got to the resort and only a 1 bedroom was booked. Although friendly, the staff was NOT HELPFUL AT ALL. They initially told me I was mistaken and never booked a two bedroom. I showed them the original email showing I booked a two bedroom. Even though there were two bedroom villas available at the hotel, they said they couldn't help me. At this point, it was getting late, we were exhausted after an 8 hour flight to Hawaii and had no choice but to purchase another one bedroom to accommodate us. This cost an additional $3,722. I have requested to speak to management or anyone willing to help with this and I continually get blown off. They eventually refunded the $500 upgrade fee but this does not help with the additional $3,722 they cost me. I think Westin Vacation Club is running a "Bait & Switch" scam and this is unacceptable and should be investigated so other travelers are not in the same predicament. I would like a refund of $3,222 ($3,722 less $500 upgrade fee refunded).
Business Response
Date: 01/25/2023
Upon review of the matter with our resort and package team leadership, we are agreeable to process a refund of $3,222 (less $500 upgrade fee) as we have confirmed that the original reservation was confirmed for a two bedroom. We sincerely apologize and hope that the guest will consider Westin Vacation Ownership for future vacation travel needs.
Customer Answer
Date: 01/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* *******
Initial Complaint
Date:01/10/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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.
We purchased vacation ownership in excess of $50,000 with Westin/Vistana. When we try and book it shows we do not have enough Starpoints to make a stay. That is not what they told/sold us. I try to call to see if I can sort it out and they do not answer. A recording says wait times are longer than an hour so I leave my number and it says they will call back. 3 days later still no call back. I tried using their online messager - it leaves me hanging for hours and then shuts down.

How can I spend so much money and these guys not be accountable? They need to answer their phone and explain what has happened. It feels like I have been scammed out of $50,000!
Business Response
Date: 01/13/2023
Thank you for allowing an opportunity to respond to Mr. ******’s concerns. We appreciate Mr. *******s
owner loyalty since 2013 and regret his unfavorable service experience.

As Owner Services' call volume has been significant (this time of year), we have all available vacation planning counselors
available. We have informed Owner
Services of Mr. *******s awaited call back and requested their contact directly to the
owner today.

Review of the owner’s account indicates a number of online
searches performed on 1/9/23. We are
very sorry for the inconvenience and frustration of any intermittent online service
interruption.

Again, our sincere apologies.
Business Response
Date: 01/30/2023
Our Owner Services team had attempted to contact owner on several occasions wherein the owner's number was not being accepted by their phone system. On January 18, 2023, our office contacted owner and conferenced him into Owner Services wherein they assisted with reservations. Our office also facilitated a follow-up call on January 19, 2023, reviewed his Home Resort Reservation Period window recommended for booking highly desired location/season. Forwarded owner home resort chart and StarOption chart to owner.
Customer Answer
Date: 01/30/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Thank you for your help - this business really needs to get its act together as they are not responding promptly to the customers - I don't think I could have got this resolved without your help - thanks again!

Sincerely,

******* ******
Initial Complaint
Date:01/10/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
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.
January 9,2023 I have been trying for 3 days to make contact with owner services of Vistana ( Westin) timeshare at their toll free number ****************) to make my substantial annual assessment payment, which increases about 20% each year.Today is the final day to make the payment without penalty.After a lengthy recording and pressing buttons I am told that there is over an hour wait and that if I leave my phone number I will be contacted and hold my place in line.I did this about 6 times during the 3 days I attempted to reach owner services.I do not get a return call, even though I start my attempts to reach them first thing in the morning and wait diligently throughout the day for a response, keeping my phone line clear.I reside in CA where we are having power outages and flooding. My internet has been down for days.I now risk a severe late charge plus interest on my payment owed, which I am happy to pay them with a credit card if they would just respond to my need to contact them.I feel this is horrible customer service and also could be an opportunity for Vistana to bill customers late fees and severe penalties.
Business Response
Date: 01/13/2023
We are very sorry to hear of ************** poor service and the weather circumstances the owner is experiencing.

Rest assured that our office has contacted Owner Services and requested contact with the owner as soon as possible so they may assist in collection of annual assessment and dues. In review of the ****************** collection practice, we do reflect a 30-day grace ****** for the annual dues so that the owner would not be charged any late fee/interest as long as payment is made this month.

Again, our sincere apologies.
Initial Complaint
Date:01/07/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
I purchased a timeshare with Vistana Signature experiences, and as a bonus received StarOptions. As a new owner nowhere was it communicated to me about the deadlines for the usage of these StarOptions. Neither was I alerted when the deadline was approaching. I had emailed customer service about another issue and then the deadline was communicated but it was already past due. These points have now supposedly 'expired' and are not available for me to use.
Business Response
Date: 01/09/2023
We appreciate the opportunity to respond to *** ********s complaint regarding her purchase of an even-year biennial Westin Flex vacation package on April 7, 2022. We sincerely apologize for any inconvenience.

Review of the account indicates that the owner received 81,000 Bonus StarOptions as a first day purchase benefit which were available on June 3, 2022 with an expiration of December 31, 2024.

As part of the purchase documents, the owner received the Bonus StarOption Disclosure Statement which provides the terms and conditions of use. Once an owner is eligible to receive the Bonus StarOptions, they will expire December 31st of the second calendar year. Additionally as stated on the disclosure, Bonus StarOptions may be withheld or canceled without notice in the even the owner fail to timely pay maintenance fees. VSN Operator may require owner to pre-pay maintenance fees prior to utilizing Bonus StarOptions.

Billing for the 2023 association annual billing was generated on 8/19/22, with a due date of 9/18/22. Additionally, the owner has been billed separately for the annual club dues which have due date of 1/27/23.

Once the annual maintenance and dues are paid, the owner may access the Bonus StarOptions in accordance with the terms and conditions.

Thank you.
Customer Answer
Date: 01/09/2023
(The consumer indicated he/she ACCEPTED the response from the business.)

When I contacted Vistana Customer Care through email I was informed that my StarOptions expired because I missed the banking deadline. This was wrong information as I had received bonus StarOptions which don't expire and it was due to overdue maintenance fee that my account was locked. Hope there is better customer service available to owners.

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Vistana Signature Experiences is NOT a BBB Accredited Business.