Complaints

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

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• 

  Vistana Signature Experiences

  9002 San Marco Ct Orlando, FL 32819-8600

• 

  Vistana Signature Experiences

  9002 San Marco Court Orlando, FL 32819

• 

  Vistana Signature Experiences

  15620 N. Clubgate Drive Scottsdale, AZ 85254

• 

  Vistana Signature Experiences

  1100 W. Grove Parkway #100 Tempe, AZ 85283

• 

  Vistana Signature Experiences

  PO Box 204491 Dallas, TX 75320-4491

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:01/04/2023

  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.

  My husband and I are owners with Vistana Resort (husband is primary - ************************, ********************* **********). I have been trying to contact them for a few days via phone and online to pay our annual fees for our two weeks and schedule weeks for the 2023 year. Not only have I attempted to use the "pay your fees" option, but the "book a vacation" and opted to have them call me back because they stated their wait was over an hour. I have still not heard back from them and it has been all day. The service is unacceptable and they will be charging me a late fee because the fees are not paid on time; however, no one will answer and when I log into my account it cannot connect my ownership. I am asking you to reach out to them regarding their lack of response to phone calls and online service.

  Business Response

  Date: 01/05/2023

  We appreciate the opportunity to respond to the Mr. and ***************' complaint and extend our sincere apologies for their unfavorable service. Although we have over 600 vacation planning counselors actively taking inbound owner calls, this time of year experiences significantly call volume.
  
  In review of their account, we reflect that on January 4, 2023 a payment was made on one of their two ownership accounts leaving one account with the balance of 2023 annual dues.
  
  The owners may anticipate contact today to assist with collection of the outstanding balance.
  
  Again, our apologies for their inconvenience.
  

  Customer Answer

  Date: 01/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I attempted to pay the second one and was disconnected at 8:15 pm. The company closes at 8:00 pm. I was on hold for over 2 hours before they finally did answer the call. The agent should have attempted to call me back that night knowing I was in the process of paying for the second unit. In addition. We have been unable to access our information on line. When we log in it says to contact a customer service agent. I have attempted to pay for these and do NOT have several hours every day to work on this. I get it is busy; however, being on hold, attempting to settle the payment and getting disconnected after over two hours of hold time is completely unacceptable. They had the. Number I was calling from and should have called me back as soon as I was disconnected. In addition they were supposed to send an email for the unit that was paid for and dates reserved. We still have yet to receive that and it has been three days now since it was booked!

  Business Response

  Date: 01/09/2023

  We would like to clarify that **************' due date for his association annual dues is 1/6/23 and as he is not a member of Vistana Signature Network, he will not have separate club dues.
  
  Our office has reached out again to the owner in an effort to assist him.

  Business Response

  Date: 01/09/2023

  We certainly regret that ************** did not receive a call back from his disconnected interaction with Owner Services on January 4, 2023.
  
  In response to the owner's concerns and unfavorable service, our office has called and connected with the owner to collect payment of his annual dues. Regrettably the owner was not available and stated that he would need to call us back. We are pleased to reach out again.
  
  Review of **************' account indicates that he is unable to make reservations until the payment of his annual dues are current. Billing for his 2023 association annual billing was generated on 8/19/22, with a due date of 9/18/22. Additionally, he has been billed separately for his annual club dues which have due date of 1/27/23.
  

• Initial Complaint

  Date:12/22/2022

  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 Vistana owner. I first purchased at **************** in 2009.The rules: In the location where you won, you can book 12 months out. I want to book where I own (****************) for Dec 22, 2023 I called 3 days prior to my window, on 12/19/22 to inquire how it works since the Marriott merger because there appeared to be nothing available for the future date.The agent told me I could book online on the website on 12/22/2022 and best time would be at midnight. He confirmed that I could only choose 7 days (some new ridiculous rule post merger) and confirmed availability on this date bookable on 12/22/2022. On midnight on 12/22/2022 Wednesday night / Thursday morning, I logged in and saw the availability but the system did not allow me to book. I tried calling but contact center was closed for business. I tried the chat option but no person was available, only a bot.I woke up early this morning (12/22/2022) to try to book during sunlight hours and had the same issue.I called the contact center at 9:00 am right when it opened. I spoke to **** who told me there was no availability, despite the fact that the website shows availability. I was transferred to level 2, ***** who confirmed there is no availability. He said all the inventory belongs to others, not Vistana. He said there is space available but not for Vistana owners, only for third parties. This is wrong, I am a Vistana owner, if not me then who? My booking window does not allow for that inventory says ************ purchased 2 bedrooms for 1 week at this location and I cannot use it? I have a deed.He told me only external parties can use my time at **************** and for any locations in 2023 for that matter.He tried to tell me, just like the prior representative that there was inventory on December 24th so I should do the midnight thing again. This is obviously just a ploy to disrupt customer sleep and get them off the phone. Anyway I cannot use my time I purchased.Can you please help?

  Business Response

  Date: 01/04/2023

  We are sorry this guest was not able to secure availability when they attempted to. The dates of interest are during a high demand time, so they do go quickly. The inventory is released on a first come first served basis, so the system shows the same availability to all owners. Therefore, we suggest booking the inventory right away because another owner may be trying to secure the same dates at the same time. We also suggest this owner continue to contact Owner Services to check availability as the dates of interest may open up due to a cancellation.

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are complete liars. Marriott has taken the inventory from the Vistana owners and made it impossible for legacy Vistana owners to use their options as we used to. I know because I own both Marriott and Vistana and I had no trouble whatsoever booking a ski vacation next year during ski season at a Marriott location using my Marriott points. However, if Vistana owners do not opt in to the Marriott Abound program we are being punished. I see what you are doing because I have Marriott visibility. I logged in at 12:01 (midnight) on the exact day and there was no inventory at a Vistana property for me as a Vistana owner. It was already taken by the Marriott people! This is a scam Marriott has created and they have made it so complex people cannot figure out how to utilize the new processes.

  Business Response

  Date: 01/10/2023

  Vistana owners are not adversely affected by the Abound program. The Abound program provides additional options such as new resort locations, tours, and cruises. However, availability at Vistana resorts only becomes available when an existing Vistana owner converts their ownership into *********** Points, or we have unsold developer inventory.
  
  The inventory that owners have purchased is separated by brand and the type of inventory (i.e., Weeks, options). We do not have the ability to take inventory that has been sold and use it in any way other than what the purchase agreement states.
  
  We again apologize this owner wasn't able to secure the dates of interest on the inventory release date. We still recommend calling Owner Services as often as possible to check availability.
  

• Initial Complaint

  Date:12/20/2022

  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.

  I paid for the property ownership in full. There is zero balance. I pay my maintenance and dues fees on-time annually. This past September 15, 2022 i paid my full bill of $771.77. However, on November 19, 2022 I received another invoice for "dues" of $230. I have since spent over two hours on the phone, speaking with multiple departments and staff in an attempt to reach someone from the fees department. I tried reaching them through their text online app, and even emailed them. I have been unsuccessful in reaching anyone to discuss this bill. THEY SIMPLY WONT ANSWER MY CALLS.

  Business Response

  Date: 12/21/2022

  We do apologize for this owner having a difficult time connecting with us. The invoice for $230 is the Club Dues for the new Abound program. The owner can contact Owner Services at ************ for additional details. The owner does have the ability to opt out of the program, but we do recommend learning of the benefits and the money saving features.

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The company's solution was to call them to opt out. However, the original issues was that they don't answer my calls

  Business Response

  Date: 12/23/2022

  Sheraton Flex owners have been paying VSN Fees. These fees have been replaced by the Abound fees. While the owner is required to pay the renamed VSN fees to have the same benefits they have had, they don't have to participate in Abound. However, please note that the Abound program opens up new options such as access to 60+ Marriott Vacation Club resorts as well as cruises, tours, and many other options.

  Customer Answer

  Date: 12/23/2022

  Just spoke with **** in the resolution services department (12/23/22 at 10:30am). He stated that I in fact can NOT opt out of the Abound program. Although their response to BBB was to contrary.

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair 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.

  Our time share is at *************************************** in *******, *******. We attended a sales meeting on January 29th, 2022. We were to turn in 2 paid up time shares to purchase one in the flex system. At that time the sales agent told us that the maintenance fees we had just paid on the 2 were to be credited to the new one for the 2023 year. When we received our bill for the 2023 maintenance fee the credit was not there. We questioned it and spoke with a ************************* and explained to him what had occurred at the meeting. He asked if we had it in writing and we did not. We spoke to the agent who took care of the meeting and she confirmed that was the agreement that we made. We now have a voice mail and text confirming that. When we spoke to ********* again and told him we had the texts and voice mail confirming this his reply was the agent made a mistake. We later received an email from ********* claiming that we told the agent that the options were available to make the change and that was not the truth because the agent went back several times during the meeting and told us that we in fact did have enough options because we had told the agent if the options were not available we could not make the change. Spoke with *************** they referred us to *************************** and we explained what had occurred with her and she told us someone would get back to us. It has been weeks and no one has gotten back to us. The company did not give us what we agreed to. They changed the contract that we had signed on their own and did not notify us. We have $38,000 of equity built up $1400 in payments from May to November and $2300 in maintenance fees paid in October. We have not made our December 5th payment. We are about to lose it all and no one from there will discuss this with us. We were there in October 2022 and requested a meeting to go over this and the agent that had made the sale told us that she was not told that we were to meet with her.

  Business Response

  Date: 12/28/2022

  Our organization has already reviewed this matter with ******************** and we determined that he is ineligble for the requested maintenance fee credit due to using a stipend of his ********************************************* question. A copy of ***************************** email to ******************** is attached and it explains that reasons why he is ineligible for the requested maintenance fee credits. We consider this matter closed.
  See Attachment/File: Santelmo - Response *******.msg

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When we spoke with ********* he said that the agent made a mistake. If their agent made a mistake then we should be able to get the 2 contracts that we turned in for the new one. We should not be penalized for the companies agent making a mistake. He knew that we did not agree to the changes that they made. He is the one that keeps saying the matter is closed. We did not accept his decision. He admitted the agent made a mistake why should we accept changes that they made on their own. Thank you Any questions please call us at ************
  

  Business Response

  Date: 01/04/2023

  ************************ sales executive did not make a mistake, but rather a suggestion based upon information receiving from ******************** that he did not use the ownership interests that were traded in as equity for the new purchase contract. This information turned out to be incorrect, which automatically prevented ******************** from receiving the maintenance fee credits he is seeking.

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response from the business is not true. We have a voice mail and a text from the agent confirming that we had the options to make the change and that was what we had agreed upon. She checked several times because we had told her if the options were not there we would not make the change. We no longer want to make the change we would like the 2 contracts back we turned in. We are tired of being lied to by them. *******************************

  Business Response

  Date: 01/06/2023

  At this juncture we may only reiterate that the maintenance fee credits ******************** is requesting were not part of his sales agreement with our organization. His contract makes no mention of the credits, and he is not entitled to them under the terms of the purchase agreement. We consider this matter closed.

  Customer Answer

  Date: 01/09/2023

  sorry it sent before I finished. She said if I don't hear anything about credit im going to elevate the problem." Next text " I am working on it. I am getting closer. We are using new departments for things now. FYI if they issue a credit it will be for your ****. Prior to our trip we spoke with ********* and requested a meeting with him and the agent and his reply was i do not meet with the owners. This could have been resolved with a meeting which he refused. *******************************

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We spoke with our agent **** and confirmed what we had agreed upon. I have the texts and this was her responses. I quote "Hi ***** and ***** im back at work and i will check the status of your maintenance credit. I hope you enjoy your stay!" Next one "I'm waiting for the maintenance credit issue to be resolved We don't have to meet, enjoy your day. If I don't hear She said if I don't hear anything about credit im going to elevate the problem." Next text " I am working on it. I am getting closer. We are using new departments for things now. FYI if they issue a credit it will be for your ****. Prior to our trip we spoke with ********* and requested a meeting with him and the agent and his reply was i do not meet with the owners. This could have been resolved with a meeting which he refused. *******************************

  Business Response

  Date: 01/10/2023

  At this juncture we may only reiterate that ******************** is not owed any further maintenance fee credits. We will abide by the information noted within his sales contract and nowhere does it mention maintenance fee credits for the ownership interests in question. In September it was explained to ******************** that any verbal statement made by the ** were in response to ************************ ****** that the ownership interests in question were not used. This turned out to by incorrect information from ******************** as the ownership interests were used prior to the upgrade.

  Customer Answer

  Date: 01/11/2023

  ********************** knows that is not the truth. I don't understand how a business can get away with taking advantage of people. I know from doing research that there are many many complaints stating the same problems that we have had with them. Over 300 complaints with the Better Business Bureau. *******************************

• Initial Complaint

  Date:12/20/2022

  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.

  Vistana has strung me along for far too long. They sent me paperwork stating they would close my account through nonjudicial proceedings over two years ago! I called earlier this year and they informed me it was still underway. Clearly it's an attempt to "out wait" me and get me to submit a payment. I have no interest in playing their games, nor am I interested in continuing with their services. Follow through with the actions you threatened. How this matter has been handled has deepened my desire to sever all ties with your company.

  Business Response

  Date: 12/21/2022

  As of April 30, 2021, this guest is no longer an owner with us.

• Initial Complaint

  Date:12/09/2022

  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 bought a timeshare for cash from this company in 2019. I have never used this timeshare. They have foreclosed and resold my property for non-payment of 1 year's worth of maintenance that was unpaid. The payment came due in Sept 2021, and they foreclosed on my property in March 2022. I was not served any notices to this effect. They claim they called me, and I only recall one phone call in December 2022, in which I was told that my prior 2 years of points had been forfeited. I told them I was not ok with this and was transferred to ************* that had ne on hold for a few minutes, before disconnecting my call. My property has already been resold, and I have received zero value for my $17,000 cash purchase. I believe that this company has predatory practices and that they have taken my unit without honest and upfront communication. This company transfers you from department to department, with no ownership or accountability. I asked many questions about proof of notice of service and they only refer to calling numerous times. My contract # is ******. I would greatly appreciate if the BBB to help me resolve this situation.

  Business Response

  Date: 12/13/2022

  All of our owners are required to pay annual dues. This information is provided at the time of purchase as well as on the Owner website. The annual dues go toward the upkeep of the Westin Aventura home resorts. While we would have preferred the guest retain ownership, it was lost due to allowing the fees to go unpaid for several months. Due to the payment not being received on the due date, we called on November 19, 2021 and left a message. We then mailed foreclosure notices on December 20, 2021, January 20, 2022, and February 24, 2022. We also spoke with the guest on December 28, 2021. During this call the guest declined to make payment.
  
  While again we would have preferred the owner make payment, we also have to follow the purchase agreement. Within the purchase agreement it states the managing entity has a lien against each interest to secure the payment of assessments, ad valorem assessments, tax assessments, and special assessments. Failure to make any required payments may result in the judicial or trustee foreclosure of an assessment lien and the loss of the timeshare interest.
  
  

  Customer Answer

  Date: 12/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am grateful that the vendor responded, but have serious doubts on the legality of their actions. I have a few points I'd like clarification on.
  1 - What written communication was sent in regards to the foreclosure, and where is the proof that I received these communications.
  2- I understand the process of putting a lien on property for unpaid dues, but my dues were only outstanding for 2022. Is there evidence of this lien being filed? Was I served notice of this lien and again, please provide proof of my receipt of such communication.
  3 - I don't believe it is legal to foreclose on property that is owned out right. I did not have a mortgage with Vistana, I bought the property cash. A lien I understand, if it was duly and legally filed, but foreclosure for a payment that is outstanding for less than a year is not legal. If the company wrote to me and informed me that I was barred from using the property until my fees were brought current, I would request to see that.
  4 - I do not believe that this company filed a lien, I think they went with this quickie foreclosure as a way, to defraud me and illegally confiscate my property. I would love to see how many people you have done this too. I would say that this is a predatory lending practice, but since I did not have a mortgage..... This is extremely unscrupulous and illegal.
  5 - I would like a refund of my purchase price, since I have never used this product and this vendor has deprived me of it illegally, and resold it.
  6 - please provide the document that I signed that explained that you would foreclosure on my cash bought purchase for one years of unpaid dues.
  I hope we can resolve this matter fairly. If not, I will warn as many people as I can, of their underhanded practices. Taking advantage of people particularly during COVID is despicable.

  Business Response

  Date: 12/20/2022

  We mailed several letters regarding the lien and foreclosure to the address on file. These letters were not sent with a signature requirement as they are not required to be.
  
  The purchase documents state the ****************************** has the right to file a lien and foreclosure if the fees go unpaid.

  Customer Answer

  Date: 12/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have requested that Vistana provide proof of delivery of all relevant documents; the purchase agreement and the notification letters and proof of my receipt. In their latest response the vendor just repeated the same flimsy statement about a phone call. I respectfully request once again, that Vistana provide the documentation to support the legality of their actions. If they continue to withhold this proof, I will have no choice but to take further action.
  Again, I request a full refund of my purchase price.
  Thank you.

  Business Response

  Date: 01/05/2023

  We are required to mail the notifications to the address the guest provided. The letters are not signature required, so there is no proof they were received. If the guest would like copies of the purchase documents, they can be requested through the Owner Services department.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18803872
  
  I am rejecting this response because:
  I did not receive any lien or foreclosure documents and Since there is zero proof of these supposed lien documents being received from the vendor (not lender, as I paid in full for the purchase), I think its time to refer this to my lawyer. This vendor had deprived me of my property with due process and had refused to be cooperative. Ive tried to be reasonable, but am getting nowhere.

  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:11/19/2022

  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.

  We stayed at Sheraton Vistana Resort Villas in Lake Buena Vista/Orlando from 11/13-11/17/22. We requested that no one enter our villa while we were gone during the day because we had valuables. We were told by the concierge service that no one would be entering our villa without a specific request, as our package did not include daily housekeeping. On the 3rd night when we returned to our villa, we found our belongings moved around, our beds made and our towels replaced. I called the concierge service to inquire why someone had entered our villa, to which they had no explanation given that our stay did not include daily housekeeping services. We again came back to our villa on the 4th night to find that someone had entered our villa while we were gone. I did not have enough time on the morning of checkout to stop by the front desk to bring up this issue. After returning home, I discovered that one of my sunglasses along with its case was missing. I called the resort to have security check my villa in case I forgot to pack my sunglasses; they informed me that the villa had remained vacant following my check-out and that they would check right away. This search was unsuccessful, which led me to believe that whoever entered my villa for housekeeping stole my sunglasses with its case. I spoke with Kevin with management around 1245 on 11/18 regarding this issue, and he submitted a claim with security. Security said that they would go through who entered our villa, but that they could not offer much else following that search. I was told that I would not be compensated or reimbursed in any way unless there was definitive proof that my sunglasses were stolen. They failed to address why people working at this resort came into our villa on multiple occasions without our permission (especially given that our package did not include daily housekeeping), and they failed to address the issue of my sunglasses disappearing from my luggage following these unexplained entries.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/11/22) */
  We are sorry to hear of Mr. ****'s unfavorable resort experience and extend our sincere apologies. In follow-up with resort leadership at Sheraton Vistana Resort, they have shared records of the reported incident.
  
  On departure day, November 17, 2022, the guest filed an incident report with resort security claiming theft of sun glasses. The resort completed an investigation which resulted in no determination of theft and the incident report was sent to the resort's insurance company for review. The resort did confirm that housekeeping service was provided on Tuesday as the resort provides service every other day to marketing package guests. Upon the guest's initial report, it was noted that Mr. **** indicated that he was unsure if his glasses were left in his rental car or his previous hotel. We are sorry for Mr. ****'s dissatisfaction, but not agreeable to provide any compensation.
  
  
  Consumer Response /* (3000, 7, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never claimed that I was unsure where I left my sunglasses, as I clearly stated that I had last placed them in my suitcase during the trip. I only stated that I got in touch with Hertz Rental services to do my due diligence and make sure other options were ruled out prior to complaining about potential theft, given the consequences it could have had on whoever entered our room without permission. This business's misleading response still fails to acknowledge why someone entered our villa when we had specifically requested that no one do so without our request. It also fails to acknowledge that we were reassured by their concierge services that no one would be entering our villa without a specific request. This is a guest privacy and security issue - given the inadequate concern and response by the business, I will be submitting formal complaints to the appropriate Florida consumer regulating bodies.
  
  
  Business Response /* (4000, 9, 2022/11/29) */
  We regret the guest's ongoing dissatisfaction. As conveyed by resort leadership, Mr. **** was assured of appropriate follow up that resulted in no findings of theft.
  
  The Marketing Concierge may have misinformed Mr. **** but all Marketing Packages include housekeeping every other day. The resort did not have any record of a request for no housekeeping.
  
  We maintain our position and respectfully decline compensation.

• Initial Complaint

  Date:11/14/2022

  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.

  **************
  Vistana Information: Week 45, Contract-*******
  
  Hurricanes devastated the St. John resort in 2017. We were unable to return to our resort until 2019. Vistana credited us almost 400,000 StarOptions (SO) and Restricted StarOtions (RSO). The global pandemic halted all travel in 2020 and about half of 2021. Mask restrictions were lifted in the US on Feb 21 & March 14 on St. John. in 2022. The list of restrictions that Vistana applied to the use of the SO and RSO placed unfair limitations on the consumer. In addition, their limitation on the use of extended SO & RSO were inequitable toward the most vulnerable travelers. Those of us who are over 65 with medical conditions were advised not to travel. When the restrictions were lifted in 2022, attempting to use the SO & RSO was virtually impossible. Social media is littered with complaints about the unresponsive customer service center in Florida with phone calls and emails going unanswered. I logged on every day trying to secure reservations using SO or RSO only to receive error messages or "resort unavailable". I have written multiple emails to Vistana but their position remains unchanged. I must use 196,000 SO before the end of 2022 or forfeit. I have used SO & RSO to purchase travel protection plans for the next 4 years (maximum allowed by Vistana) and gifted SO trips to others. I abandoned my request for all of my SO & RSO to be extended thru the end of 2023. I have written to them suggesting compromises such as half of my SO or RSO to be extended or allow me to bank the time with an Interval International exchange week. I was declined again today. We have been owners in Vistana since 2010 and are loyal to the brand. The limitations and exclusions that Vistana applied to their SO & RSO plans made it almost impossible to book travel for those of us who diligently tried almost daily to secure reservations. They have been professional but remain stone cold toward a compromise.
  

  Business Response

  Date: 12/14/2022

  Business Response /* (1000, 5, 2022/11/18) */
  With the exception of 2020 (due to the impact of COVID-19 on vacation travel), Vistana Signature resorts remained open and available in 2021 and 2022 for owners to utilize Staroptions. While we are pleased to note that Mr. *******'s account reflects usage of his vacation ownership in 2021 and 2022, we regret that he has remaining Staroptions expiring at the end of the year.
  
  To avoid the risk of impacting future vacation availability and maintain the integrity of the program, expiring banked staroptions are not being extended past their December 31, 2022 expiration. Unlike airlines and hotels, vacation ownership availability is tied to specific (deeded) inventory. Although we are empathetic to Mr. *******'s circumstances, we are unable to extend expiring StarOptions to an additional use year nor provide inventory for deposit into Interval International.
  
  We do recommend owners use expiring Staroptions as resort credits or insurance for scheduled future vacation ownership reservations. For increments of 9K Staroptions, owners may receive $110.00 resort credit to use during their stay for eligible resort services/amenities and in accordance with the terms & conditions. Owner Services can assist with resort credit or insurance transactions.
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The restrictions placed on staroptions use by Vistana unfairly impact myself, the population over the age of 65 and those most vulnerable to hospitalization and death due to the coronavirus pandemic. According to NIH.gov almost 65% of this population suffers from Cadiovascular Disease (CVD). In my case a combination of CVD and cancer. We were repeatedly warned by our leaders in medicine and government not to travel. Although the Vistana resorts were technically open, mask requirements were not lifted by the resorts or airlines until second quarter of 2022. Further, the restrictions placed on staroptions usage by Vistana made it nearly impossible to utilize and/or make reservations or vacation. In their reply they mention using staroptions for "resort credit". Many, if not all of the Vistana resorts have restrictions on resort credit use. Their Caribbean resorts will not accept ANY staroption resort credit, while many other resorts exclude food, beverages, excursions, and many other essential vacation activities. Their reservation policies for staroptions were also unfair. Vacation reservations were limited to 90 days prior to the effective date of your vacation request. During 2022, many consumers that attempted to book a resort vacation within that narrow timeframe literally found no availability (according to their website) at Vistana resorts. Other restrictions were also applied to alternative staroptions use. For example, restrictions on when you could "purchase" travel insurance with staroptions and fees associated with transferring staroptions as gifts to friends or other family members. During 2021 and the first half of 2022 their customer service availability was unavailable on numerous occasions. Social media is flooded with posts from Vistana Signature members that were impacted by phone calls going unanswered and the technical malfunctions of their website. In my case I tried repeatedly for months to utilize these options only to experience the same fate as others. I have not posted comments on social media.
  
  Those of us that faced the risk of terminal illnesses during 2021 and others like us who followed CDC guidelines in early 2022 are unfairly impacted by the Vistana policies. I did everything possible to secure reservations and utilize my remaining staroptions but repeatedly faced policy, customer service and availability obstacles that were insurmountable. I have offered reasonable alternatives and I am extremely disappointed at this decision. Their inflexibility is disheartening. We have been loyal to Vistana since 2009. I have been interviewed to be on thier Board of Directors. Our recent vacation at our home resort was fabulous. I continue to be hopeful that a middle ground may be reached.
  
  
  Business Response /* (4000, 9, 2022/11/22) */
  We appreciate Mr. *******'s additional sentiment. Covid has regrettably impacted countless owners in their personal circumstances or vacation ownership usage. In recognizing that impact, 2020 staroptions were extended for usage until December 31, 2022. For the aforementioned reasons, we are not agreeable to provide further extension.
  
  With that said, in Mr. *******'s case, Customer Advocacy Manger, Barbara L*********, provided a staroption adjustment to the owner account on August 9, 2021 adding 196,000 banked staroptions (equivalent amount of expiring staroptions from 2020) which expire December 31, 2023. In fact, we do reflect that he has funded a January 2023 reservation at Harborside Resort at Atlantis using 81,000 of the 196,000 total deposited banked staroptions.
  
  In conclusion, although we did not extend starOptions from 2020, Mr. ******* actually received a one-time goodwill deposit of 196,000 banked staroptions.
  
  
  Consumer Response /* (4200, 11, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The decision provided by Vistana continues to surprise me. The restrictions that impact the usage of StarOptions prevented us from securing vacation time. Additional detail is provided below.
  
  In 2017 hurricanes Irma & Maria slammed into the USVI and destroyed our home resort on the Island of St. John. The resort was closed in 2017 and 2018. Vistana credited our account with 392,000 staroptions. We used these options to travel but were unable to use all of these staroptions and records will show that some were forfeited. In 2020 and 2021 we were credited with an additional 392,000 due to the pandemic. The one-time credit granted in August 2021 by Ms. L********* was appreciated. It is important to note however that whether she extended 196,000 staroptions or one million staroptions the fact is that we were unable to utilize them.
  
  At this point it is crucial for the BBB understand that there are two categories of staroptions: Unrestricted and Restricted. The staroptions extended during Covid and in 2021 and by Ms. L********* were Restricted. Your window for reservations is only 90 days. Unrestricted staroptions allow for an 8-month timeframe for booking. I utilized Unrestricted staroptions for the January 2023 Bahamas Resort as a gift to my son for his honeymoon (I also had to pay a fee to transfer the reservation into his name). In addition, you are prohibited from using any staroptions points as resort credit at the Vistana Bahamas resort.
  
  I remain firmly in my belief that the policies and restrictions applied to StarOptions materially reduce or prevent the ability to book vacation or use them for other travel needs. Again, the star options extend to me in 2021 had a usage period of only 90 days prior to a vacation booking. Government officials and medical leaders continued to inform those in the highest risk category not to travel to 2021 and the first quarter of 2022. Making any attempt to secure resort reservations within the 90-day window anytime during or after the first quarter of 2022 was fruitless. We all remember that vaccines were proving to be effective and Americans were flush with cash.
  
  I continue to be surprised and puzzled as to the reluctancy to meet a reasonable compromise. The global pandemic paralyzed our world. There were multiple variants which caused spikes followed by periods of low incident. Trying to plan vacation was almost impossible particularly for those of us in the high-risk categories.
  
  The root cause of this issue is simple, irrespective of the number of options extended or given via Vistana, they were useless due to the unprecedented demand of resort availability and limited staroption timeframe to secure vacation. Query, however, that if you were willing to pay cash for reservations, they were readily available. I have documented emails of cash reservations secured by me at my home resort and other Vistana resorts along with screenshots showing no availability using staroptions.
  
  The fact that they granted staroption extensions in 2021, as they did for me many other people during the pandemic, was a good faith effort that netted a worthless result. Adding to the frustration were Vistana customer service issues and intermittent technical glitches with their website. It simply doesn't matter how many star options were extended or given if the consumer is unable to use them.
  
  Finally, I am completely flummoxed at the inflexibility of Vistana/Marriott and ask the Vistana decision makers to please reconsider the objective of compromise. Those of us who were literally shut-in due to age and medical issues for two years are now outside, unmasked and traveling. If not, you leave me no other alternative but to explore other avenues to bring these issues to the appropriate corporate and political people overseeing the timeshare industry.
  
  I thank the BBB for their attempt to mediate my concerns and appreciate the time that Vistana has put forth for a positive resolution.

• Initial Complaint

  Date:11/13/2022

  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.

  my wife and i bought a vacation package at vistana signature experience, they reported some late payments to the credit bureau, the payments were made so i need my credit report repaired
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/22) */
  We are sorry to have had to report this guest late making payments. We are legally required to report all late payments information to the credit bureaus. While we understand and appreciate the guest may come current after being late, we cannot remove the previous late payments as they were reported correctly.

• Initial Complaint

  Date:11/08/2022

  Type:Product 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.

  on 12/02/2019 I attended a Westin Vacation Club Tour and was offered a 5 nights/6 days 2BR package for $2,094 under Package No: ********** I was unable to book in 2020 or 2021 during covid. We finally found a date in 2022 for our family to go. In 2022 we found out my wife was pregnant and was set to deliver during this time so we contacted customer service to help re-schedule. After 5-10 times of calling in I sat on hold for up to an hour and would be hung up on never to talk to someone. Finally I got ahold of someone in June and again worked with them and they would not do anything to reschedule my trip regardless of the fact that you are not supposed to fly with a newborn or a mother recovering from a cesarean section deliver. There was no way our newborn infant or mother would be medically cleared to travel. The customer service recommended I contact the person who sold us the package. Stephanie and her manager tried over and over again to have the scheduling department contact us to reschedule our package to the following July or October. Unfortunately, no one would listen and they were told no. It's unacceptable for this to happen since there have been exceptions made for less severe travel limitations. I find the tactics used by Vistana to schedule and then not allow you to reschedule due to extreme circumstances which are not spelled out in the agreement. I am asking for the opportunity to schedule again or receive a full refund of $2094.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/10) */
  A member of our corporate Customer Advocacy office has contacted Mr. **** at the email address provided. If Mr. **** has any additional questions or concerns pertaining to his promotional package offer he is encouraged to respond to the email.