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:08/03/2022

  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.

  Vistana reached out to me at the end of March requesting I give them a call and I did just that. I was told my account was behind on payment. I knew this wasn't true as I had just made a payment earlier in March for two months to make sure my account was current. Per their request, I sent screenshots of the payments coming out of my bank account on March 10, 2022, and then another payment was automatically deducted on April 5, 2022. On April 12th they recommended I contact my bank to find out why the payment was rejected. IT WAS NOT REJECTED! I sent them clear shots from my bank showing the payment being debited. However, per their request, I called my bank to confirm, and just as I expected the payments were debited, meaning they left my account without issue. Now they've magically disappeared! On June 15th, I called to find out what was going on because I was starting to get threatening letters. Christine, the rep I spoke to advised I should send in another statement showing the payment! I told her I would not be doing that. I had sent in March and April showing no returned payments and this needs to be fixed! This money totaling $534.83, has been taken from my account and confirmed just as requested! I don't want to spend another second dealing with these people and want my account closed immediately! Nothing but a headache from the beginning and I'm done!
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/05) */
  A member of our corporate Customer Advocacy office has emailed Mrs. **** directly and provided her with all of the back up regarding her loan account and how past payments were applied. There were two payments that were retracted due to the checking account number of Ms. ****'s auto-draft form being invalid. If Ms. **** has any additional questions or concerns she is encouraged to respond to our email.

• Initial Complaint

  Date:08/02/2022

  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.

  2022-03-24
  I made the reservation during the time I had the ownership unit.
  I was upfront with the reservation department indicating that I was in the process of transacting the sale of the unit.
  I was told I would be able to make changes to the reservation - although it was limited.
  Inside my reservation information, I was given a link to make changes - see confirmation attached as well as a snippet of the cancellation policy.
  
  2022-08-02
  I called the reservation department - spoke to Roger - to find out my options.
  I was told by Roger that I had no options - I asked to be transferred over to the supervisor - this was Raquel.
  Raquel understood that I am no longer an owner of the unit and that it was sold. This is not in question.
  I think she repeated this to me about 10 times. She told me that I am no longer in the system therefore a change was not possible.
  This is really no concellation for me.
  
  I asked that Raquel provide me with the recording from 2022-03-24. She refused. I asked her to send me to her supervisor - She refused. I asked her about 10 times - nicely, and she still refused.
  
  At this point - I at least want the tape from 2022-03-24. That way I can either hear for myself that I was mistaken or that I was misinformed.
  Remember that I am not calling at the last minute on this - it is August, and my reservation is in November.
  
  As I worked in corporate America for over 30 years myself. I know it is possible to transfer to a supervisor at any level.
  I was blocked by Raquel - this is unacceptable and shines a light on just how little the customer actually means.
  
  Your help is appreciated.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Ms. ******* is currently working with one of our Customer Advocacy Managers. We have provided Ms. ******* with our call in contact information and invited Ms. ******* to call when she is available next week to to discuss the details of her vacation ownership reservation at Westin Ka'anapali this coming November.

• Initial Complaint

  Date:08/01/2022

  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.

  Unfortunately I have not made any progress on this issue trying to work directly with Vistana for several months. I purchased a vacation package from them for $199 back in 2019. We intended to use it in 2020 but were unable to travel due to COVID. They did initially extend it into 2021, but then charged me another $50 to extend it further as we were still unable to travel due to both medical reasons and because we had to move across the country from California, to be with family in NJ. This also limited our travel options to use this package. (we originally intended to use it in CA or AZ). Well, now it is 2022 and we again tried to use the package this past April but then were told the resort was not available and I could reschedule. But now I attempted one more time to use it and now am told it is expired. I tried escalating the matter to get it extended again but no one seems to be able to assist me. I have called and emailed at least 7 times. I was told 3 times that the supervisor Stephanie would reach out to me but she never did. I give up! I honestly do not want to deal with the back and forth for another year! I just simple want my $250 refunded, so we can move on from this. Thank you! Package #*********
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/03) */
  A member of our Customer Advocacy office has reached out to Mr.******* directly at the email provided. If Mr.******* has any additional questions or concerns relating to this promotional package offer he is encouraged to work with Customer Advocacy directly.

• Initial Complaint

  Date:07/23/2022

  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.

  We bought a Westin Vacation Club package of 6 nights at the Westin Ka'anapali Ocean Resort Villas (preferred invitation# **********). We initially booked a 6 nights stay but we had to reschedule. When we reschedule, we were only booked for a 5 nights stay. Who would think a reschedule would change the number of nights, so I only paid attention to the start date. I planned everything including flights and rental cars assuming we were booked for 6 nights. Before the trip, I did receive phone calls while I was at work and during the phone I verbally confirmed the dates with an agent. It's hard for people to meticulously calculate the number of days between dates over the phone, not to mention while they are busy with work.
  
  I only realized the issue when I checked in and I have been trying to resolve the issue with customer care to no avail. The level of indifference of the customer care team is astonishing. The customer care team treated me like a fool. They kept saying they're working on it and will call me back before end of the day but I never got a call back. They kept me hanging the whole time and tried to let me believe the issue will resolve by itself when/after we check out. July 22 is the 6th day since I checked out, I still did not receive any phone calls or emails from them.
  
  Different customer care agents were telling me conflicting things over the phone. Some said, the 6th night could be honored but the problem was there was no room but looking at resort's booking website there were obviously availabilities. Some said the 6th night could be honored and there were rooms but I had to pay. Because this issue was not resolved by the check-out date, we ended up having to pay $600+ for an extra night of stay elsewhere for that extra night.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/07/25) */
  From: F********* Ray (MVCI)
  Sent: Monday, July 25, 2022 3:18 PM
  To: ******************
  Subject: MVW Customer Advocacy
  
  Good afternoon Mr. and Mrs. ***,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau. I appreciate this opportunity to respond on behalf of the Westin brand.
  
  First, I am very sorry that no one from our marketing team followed up with you during your recent preview stay at The Westin Ka'anapali. In researching your promotional package offer, I can see that it was for 6 days and 5 nights. In the notes of your package there is mention that an associate emailed you at some points stating that the offer was for 6 nights, I further apologize for that misinformation. From time to time, when there is extra availability, our promotional package office can make arrangements to extend a guests preview package for a nominal fee. I can see that the marketing team did attempt to contact the resort; however, they were not able to receive any sort of a commitment to arrange a discounted additional night. This is no surprise given the extreme popularity of our Maui resorts during the summer months.
  
  The Westin Ka'anapali is a vacation ownership resort, so our first obligation is to owners who want to use their time to vacation time to stay at the property. Sometimes owners put their deeded weeks into our rental program, which is how inventory comes available for rent (typically seen on www.marriott.com). Unfortunately, our marketing department cannot use this inventory for promotional packages as the owners receive proceeds from renting their annual allocation of vacation time.
  
  I do realize that a misunderstanding occurred prior to your stay, which created some confusion about the length of your promotional stay. As a gesture of goodwill I will deposit 50,000 Marriott Bonvoy points to the account that I show under your reservation -************. The points will reflect in your Bonvoy account within the next 7 to 10 days.
  
  Thank you,
  
  
  
  MARRIOTT VACATIONS WORLDWIDE
  Ray F********
  Director Customer Advocacy
  CUSTOMER ADVOCACY