Business Profile

Vacation Timeshare

Vistana Signature Experiences

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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:01/28/2025
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.
Maintenance fees increase significantly each year, but valuation and services decrease. When I purchased my timeshares, I was told my unit would be cleaned mid week of my weeklong stay. During my most recent visit, I was told this is no longer the case unless you stay for 10+ days. Why am I paying more for less? In addition, Marriott Bonvoy points have been devalued in many cases. Why has my conversion rate not increased at the same rate? If I want to convert my ownership to points in any given year, what I can use my points on is significantly less than what I would receive a few years ago. Again, Im paying more for less. You are cheating your owners of what they signed up for. Ive been a supporter up until now, but Im having second thoughts.
Business Response
Date: 02/27/2025
We are very sorry to receive this complaint from Ms. ************* In review of Ms. ******** ownership profile we see that she owns one week at The **************** and ******* StarOptions in the Sheraton Flex Program. Housekeeping services are decided upon by each individual resort Condominium Ownership Assocation. Westin LagunaMar is one of a few resorts that does provide mid-week full housekeeping services to their owners so long as they are staying for a minimum of 7-nights. The costs associated with providing these services are budgeted as part of owners maintenance fees. The vast majority of Sheraton and Westin Vacation Club resorts do not offer any sort of mid-week cleaning services on a complimentary basis. This decision is usually made by the resorts Associations in an effort to keep maintenance fee costs down.
The number of Bonvoy points allocated to an ownership interest is decided at time of purchase and does not typically increase/decrease thereafter. Please understand that anytime an owner decides to trade their vacation time for a stipend of Bonvoy points, the organization must rent out that owners villa to offset the costs associated with providing this usage option. **************** (Marriott Vacations Worldwide) has to buy Bonvoy points from ********************** in order to satisfy these usage requests. Most owners do not understand that we are two completely different organizations.
In terms of value for maintenance fee dollars, owners will always receive the best value when arranging vacation time at their home resort.
Customer Answer
Date: 02/27/2025

Complaint: 22868980

I am rejecting this response because the value has decreased considerably. This is the first year I have been denied a free midweek cleaning. You changed your rules because it was good for you. Further, I do understand that Vistana and Marriott are separate entities. But when you brought them under the same umbrella, you should be working together. There is literally nobody for me to call or work with regarding the devaluation of my ownership. The only thing that hasnt changed is that I can book for a full week at my properties according to my ownership. Using it at other properties is almost impossible and changing to points, while it was never a great value, is even worse now since it costs more points to stay at hotels.

Sincerely,

********* ******
Business Response
Date: 02/27/2025
We are sorry that Ms. ****** continues to feel as though her ownership interests have lost value. As explained previously, all decisions related to housekeeping services are decided by each individual resorts Condominium Ownership Association. It is true that since the pandemic, most Associations have been focused on keeping inflationary pressures at bay and are looking various strategies to reduce operational costs for the good of all owners.
The vast majority of our owners redeem their StarOptions at ********, Westin and Sheraton Vacation Club resorts. The value in terms of number of StarOptions received annually and number of StarOptions that are required to visit a Vacation Club resort have not changed.
Marriott Bonvoy is an ancillary usage option, and the value may change at **********************'s (hotels) discretion. Unfortunately, our organization has no say over how many Bonvoy points ********************** charges for nightly Bonvoy redemption stays. ***************** Marriott Vacations Worldwide, spun off from ********************** 15 years ago and we are a completely separate publicly traded company.
If Ms. ****** needs help maximizing the value of her ownership, she is welcome to contact Member Services at ************. Our Vacation Advisors are trained experts on the program and can assist with reservation requests.
Initial Complaint
Date:01/16/2025
Type:Order 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.
Im filing a complaint about Marriott Vacations Worldwide regarding my Vistana timeshare purchase. I was misled during the sales process, and attempts to resolve this have gone nowhere. When I bought the timeshare, I was told the points system would provide flexibility and that I could use my Marriott Bonvoy points to cover maintenance fees and resort credits. Neither turned out to be true. I was also promised I could sell the timeshare back to the company after a year if it didnt work out. That assurance heavily influenced my decision, but I later discovered no such buy-back option exists.The salesperson never followed up as promised to explain how everything works. When I reached out, I was told theyd been fired, leaving me without support. The maintenance fees are another issue. Theyre significantly higher than what it costs to rent a similar property for a week. Since I was initially told ownership was required to stay at these properties, it was shocking to learn anyone can rent them for less than what Im paying in fees. This has been financially draining as a single mom and feels completely unfair. I contacted Kaymari ***** at Vistana to request a termination, explaining all the misleading information I was given, but I was denied due to my loan status. This doesnt feel right considering the circumstances. The sales ***** ******* ***** and ***** *******, misrepresented crucial details that convinced me to purchase. Their claims about Bonvoy point usage and the buy-back option were false, and I feel they should be held accountable.
Business Response
Date: 01/30/2025
In review of Ms. ********** ownership profile we see that she acquired ****** StarOptions in the Sheraton Flex Program on June 28, 2023. Our sales executives are trained to provide guests with an informative, low key and professional overview of the vacation ownership program. The very first page of Ms. ********** contract disclosed the annual maintenance fee costs. In addition, Ms. ******** received a thorough Purchaser's Acknowledgement Checklist wherein she signed acknowledging her sales executive made no representations about the investment or resale potential of the ownership interests. ****************** received copies of all sales disclosure documents on the day of her purchase, copies of her signed disclosure documents can be provided if needed.
Reservations may be requested up to 12 months in advance by calling our Member Services office at ************. Member Services hours of operation are Monday through Friday from 9:00 AM to 8:00 PM and Saturdays from 9:00 AM to 5:00 PM eastern time.
Customer Answer
Date: 02/13/2025
More COPYING-------

While I appreciate a detailed response, my concerns remain unaddressed. ******* ***** did not explain how the points system works, which left me unable to make a fully informed decision. The assertion that sales executives are trained to provide professional and informative presentations does not align with my experience. The presentation I attended was neither low-key nor professional, and important details were not adequately explained. I am aware of signing the Purchasers Acknowledgement Checklist, but again, I was explicitly told that I could sell the timeshare back after one year if I was unhappy. This assurance directly influenced my decision to proceed with the purchase. And now you are telling me that was a lie. It sounds like this "Purchaser's Acknowledgement Checklist" is just a convenient way for your salespeople to get away with lying to potential customers. I expect ********************** to honor what I was verbally told as part of resolving this matter. Additionally, the discrepancy between the *** assessment listed in my documents and the amount I was billed most recently still warrants clarification. This inconsistency remains unresolved too. There is a $190.83 difference between what is on my contract and what I was billed for.
Customer Answer
Date: 02/20/2025

Complaint: 22821855

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 2/13/2025 1:10:21 PM
More COPYING-------

While I appreciate a detailed response, my concerns remain unaddressed. ******* ***** did not explain how the points system works, which left me unable to make a fully informed decision. The assertion that sales executives are trained to provide professional and informative presentations does not align with my experience. The presentation I attended was neither low-key nor professional, and important details were not adequately explained. I am aware of signing the Purchasers Acknowledgement Checklist, but again, I was explicitly told that I could sell the timeshare back after one year if I was unhappy. This assurance directly influenced my decision to proceed with the purchase. And now you are telling me that was a lie. It sounds like this "Purchaser's Acknowledgement Checklist" is just a convenient way for your salespeople to get away with lying to potential customers. I expect ********************** to honor what I was verbally told as part of resolving this matter. Additionally, the discrepancy between the *** assessment listed in my documents and the amount I was billed most recently still warrants clarification. This inconsistency remains unresolved too. There is a $190.83 difference between what is on my contract and what I was billed for.

Sincerely,

******* ********
Business Response
Date: 02/20/2025
At this juncture we may only reiterate that Ms. ******** received all of the information necessary to make an informed purchase decision, including a complete copy of the reservation procedures. *************** felt pressured into this purchase, or wanted to cancel the transaction for any reason, she could have done so during the 10-day rescission period. The rescission period was disclosed in bold, conspicuous font just above the signature line of her contract. We are unable to ******************** request to exit her ownership.
Initial Complaint
Date:01/10/2025
Type:Billing 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.
During a presentation a Vistana salesperson informed me that an upgrade to my existing agreement would cost me $15000. My original purchase agreement was $26000. My original purchase agreement was $26000. I made a point to confirm and was reassured multiple times by the salesperson that my total cost , combining the previous purchase and the new upgrade would be $41000.Acting in good based on this assurance I secured a loan from my bank to pay Off $26000 from the original agreement due to the lower interest rate and payment terms offered by my bank. After making this payment , I contacted Vistana Resorts to confirm the successful payment and inquire about my balance. I was told I still owed them $41000, and Not $15000 as originally promised. I was totally shocked This brings the total of the Timeshare value to $67000- an amount I would never have agreed to had I been informed of it ************* request is simple and fair. I am asking for the agreement to be adjusted to reflect what was originally stated and agreed upon during the sales process-that is the new upgrade cost is $15000, not $41000. Alternatively , I request the current upgrade agreement be cancelled in full, as it was entered into under pretenses.I am seeking the assistance of the Better Business Bureau to ensure Vistana Resorts in good faith to resolve this matter promptly and ethically.Sincerely ******** ********
Business Response
Date: 01/16/2025
Our records indicate that Ms. ******** recently entered in a contract to purchase ******* StarOptions in the Sheraton Flex Program. For the purchaser's convenience, I have attached a copy of her Purchase Agreement and Loan Closing Disclosure documents. From these documents it is clear that Ms. ******** agreed to a new loan in the amount of $41,332.82. With that said, we acknowledge that a payment was made to her former loan account **********, which was paid in full as part of this new sales transaction. Ms. ******** sent in a payment to the closed loan ********** and the escrow balance of $25,076 has been transferred from the old loan to her new loan 4201319297. This brings the balance of her new loan down to $18,252.95.
We hope that this reply helps to clear up any confusion in relation to Ms. ********** recent purchase. *************** has any further questions she is welcome to contact **** **** in our corporate ************************ at ************.
Customer Answer
Date: 01/23/2025

Complaint: 22794081

I am rejecting this response because I am writing to express my shock and frustration regarding the recent application of escrow funds to my balance without my prior knowledge or authorization. This situation requires immediate clarification.
First, who authorized the use of escrow funds to be applied to my current balance? Why was I not informed that this was an option available to me? I expect a clear explanation of why such a significant decision was made, without consulting or notifying me beforehand.
I need detailed information on my options related to my escrow funds I have accrued. Can I have these funds sent directly to me instead of applying to my balance? I demand transparency on how this process works and why it was not communicated as an alternative.
Additionally , I was never informed that Vistana Resorts completed this transaction. Why? Who is responsible for this lack of communication? I want to see all related documentation confirming this transaction, along with verification that the remaining balance of $18,252.95 is accurate. This entire process feels opaque and poorly managed, and I am at a loss to explain why I was kept in the dark.
Please respond promptly with answers to my questions and provide all requested paperwork. This matter is far too serious to be overlooked or delayed further.
Sincerely,
******** ********

Sincerely,

Such ********
Business Response
Date: 01/27/2025
Mr. ******** may reach out to corporate Customer Advocacy Manager **** **** in relation to his inquiries about his loan transactions. **** **** can be reached at ************.
Customer Answer
Date: 01/27/2025

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,

Such ********
Initial Complaint
Date:01/07/2025
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.
We are writing to voice our dissatisfaction and lodge a complaint against Vistana, a timeshare company we have been dealing with since 2017. Unfortunately, our experiences with the company have been marred by coercive sales tactics, undisclosed costs, and subpar services which have culminated in our decision to seek cancellation of our ************ 2017, Vistana aggressively pushed us into attending a meeting on their Flex program. We were pressured over the phone and made to feel that our attendance was mandatory. We spent an entire day of our vacation in this imposed meeting while our children waited idly. The firm's representatives consistently pushed us to upgrade to the Flex program, using manipulative tactics such as offering refreshments and warning us of lost vacationing flexibility. However, they conveniently failed to disclose pertinent details like maintenance fees and club dues, which have been escalating relentlessly.Our 2021 vacation experience at the ******* location was fraught with problems. The pool area was under construction, robbing our children of their water slide fun and the construction noise began at early hours disrupting our peace. The staff proved unhelpful and we even experienced rudeness with a representative hanging up on me. We faced issues with unavailable parking due to work trucks, missed room service, and late room readiness upon check-in. The villa's quality left much to be desired with a lack of heating facilities in my parent's room, which took an unbearable time to get ******** 2022, we were unable to book a vacation to ************ on our desired dates. Consequently, we missed vacationing that entire year, despite owning a timeshare that is supposed to guarantee us vacation privileges. To add insult to injury, medical expenses resulting from my multiple surgeries have made it financially difficult for us to continue with this arrangement.
Customer Answer
Date: 01/23/2025
Is it possible to reopen this case? I did not realize I could print this form and sign and scan in to for submitting.
Business Response
Date: 01/30/2025
We are very sorry to receive this complaint from Mr. *************** Our records reflect that on July 8, 2017 Mr. ******** entered into a contract to purchase ******* StarOptions in the Sheraton Flex Program. Pertinent program disclosures such as maintenance fee costs were provided at the point of sale within the purchase agreement and quality assurance checklist signed. We are also sorry to hear about Mr. ********** past experience while visiting ******* in 2021. Owners are typically notified about renovation work leading up to their stay and additional information is posted on the resort's website. Sheraton Vistana Villages has multiple pools for guests to enjoy throughout their stay. Amenity renovations are necessary from time to time in order to keep each of our resorts at the Sheraton standard.
Unfortunately, our organization does not currently offer any sort of a repurchase program for Sheraton Flex Points. Mr. ******** is welcome to list his ownership interests on the external market for a price that he deems fair and reasonable.

Customer Answer
Date: 02/05/2025

Complaint: 22781923

I am rejecting this response because:
As stated, Vistana's sales tactics need to be changed without any pressure or misleading information. If your product was as good as the picture painted, telling the truth and allowing possible customers the time to take the contract and have it reviewed would be allowed.

Sincerely,

****** ********
Initial Complaint
Date:01/04/2025
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 December 29, 2024, I deposited my 2024 Vistana Timeshare to **********************. Upon receipt of the deposit confirmation- I noted 2025 was erroneously deposited, which didnt seem possible given I have not paid my 2025 maintenance fee. ******** cancelled the 2025 deposit and advised to contact Vistana to get my 2024 timeshare back in queue to deposit. Vistana advised a fee of $149 x 2 ($298 total for two weeks) to make my 2024 timeshare available. I paid over $2300maintenance fee in 2024. I suggested Vistana to refund my maintenance fee if they are not going to make 2024 available to deposit with **********************. I have not heard from Vistana.Vistanas approach is unfairIm hoping for the BBB to support making this scenario right for me as a consumer.Thank you,****** ******** ************* ************************
Business Response
Date: 01/09/2025
A senior leader from our corporate ************************ has emailed Ms. ******** directly and offered a fair and appropriate resolution to this matter. *************** has any additional questions or concerns she is welcome to contact our office at ************.
Initial Complaint
Date:12/17/2024
Type:Order 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 submitting a formal complaint regarding Harborside Resort at ******** and their lack of support in assisting with the cancellation of our timeshare agreement (Account Number: *******. Despite repeated efforts to resolve this matter, we have been unable to secure a resolution that relieves us of this financial burden.When we initially entered into the timeshare agreement, we were led to believe it would provide supplemental income during our retirement years. Unfortunately, this promise has not materialized. Now that my spouse and I are 70 and 69 years old and living on a fixed retirement income, the costs associated with maintaining this timeshare have become overwhelming. Instead of a beneficial asset, it has become a significant drain on our finances, jeopardizing our ability to maintain financial *********** this stage in life, we must be extremely cautious with how we allocate our limited resources to ensure we can sustain ourselves throughout retirement. As such, we can no longer justify the financial burden of this timeshare agreement and are formally requesting its cancellation.We respectfully ask for Harborside Resort at ******** to provide clear guidance on the necessary steps, forms, or documentation required to terminate the contract. Additionally, we request written confirmation once the cancellation process has been completed to ensure that all future obligations have been voided.We hope the company will act in good faith, taking into consideration our age and financial situation, and work with us to resolve this matter in a fair and timely manner. Your assistance in holding Harborside Resort accountable to address this issue is greatly appreciated.
Business Response
Date: 01/03/2025
Our records indicate that Mr. **** has been an owner at ********** Resort at ******** since 2003. He currently owes in excess of $10,500 in past due maintenance fees. Unfortunately, our organization does not offer any sort of exit or resale option for Harborside Resort at ********* We are very sorry that Mr. ****** personal financial situation has changed over the past few years and wish him well during this difficult time. Mr. ****** best option is to list his week for sale on the external market for a price that he deems fair and appropriate. In order to relinquish ownership of the property his ownership deed must change hands via the resale process. The process is no different then selling a home or any other form of deeded real estate.
Initial Complaint
Date:12/11/2024
Type:Order 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.
Overview:My Westin St **** Timeshare Ownership was Stolen from me. I have had my two original timeshares paid off for almost a decade and have paid my maintenance fees every year.- Original Ownership Accounts were bought on 1-19-2016. Acct#s ****** -01 and ****** -02.- The ****** -01 account was a transfer from the ******************, **. Acct# **************** - The ****** -** account was an upgrade purchase for an add on studio ownership. $98,000 - I bought a "Flex" membership to enhance early booking at other resorts. Did not work. $10,000 On Feb 28th, 2024 I went into the sales office at *********** and requested to sell my studio (***** -02) and the Flex membership. I specifically said I wanted to keep my original 2br (****** -01). I felt I was owed something for the failed "Flex" program and they agreed.They said the only way they could help was to apply my studio and the Flex values to a new contract, in which I could then rent the new property out. This would "probably" cover my maintenance fees for both the contracts. After much argument I agreed, even though I did not seek to own more. I owed another $20,220 to do that transaction, otherwise forfeit my investment in the studio and the flex points. The new contract I didn't want is Acct# ****** I found out that the Westin took away my ownership to not only the studio, but also my 2br which was never under negotiation. The sales Office would not take or return my calls, so I went to corporate. The escalation specialist said they would fix it. They just now sent the billing for maintenance for 2025. It did not have my property listed under my contract (****** -01) but instead they called it a "2025 points Assessment". So I went out to the web site and could not log in. Turns out I had to log in a different way and then add just the ****** account number. It did not have the -01 or -02 on the account any longer. It also does not list my ownership of my -01 account anywhere. Please Help
Business Response
Date: 12/12/2024
Our records indicate that Mr. ******** recently worked with ***** ****** from our corporate ************************ with regards to this issue. ***** was able to help Mr. ******** reinstate contract #******, which is a Westin St. **** Sunset Bay Points package worth ******* StarOptions. Mr. ******** indicated in his prior correspondence with ***** ****** that this matter was resolved, and ****** Bonvoy points were provided to him as a goodwill gesture. **************** has any further questions or concerns in relation to this matter he is welcome to contact ***** directly at ************.
Customer Answer
Date: 12/13/2024

Complaint: 22671509

I am rejecting this response because:
When I spoke with ****** ******, She was to reinstate my ownership and deed. I found that to be an amicable solution. Instead they took my deed away with the other property and gave me a "Points Assessment". I have no deed or ownership, yet they would charge me the same maintenance fees as if I did have ownership. I am not a legal professional, but I in good faith expected that to be rectified, not this attempt at gaslighting. I am willing to walk away from all of this for $70,000 I have invested in the new contract, and my old studio and flex points. I didnt want any of that. I turned in my studio which I paid $54,000.00 for, the bogus Flex Points which were $10,000, and the new contract which I had to pay another $20,000 for. That is a fair deal, and they can have all of it back - in writing , of course.

Sincerely,

**** ********
Business Response
Date: 12/16/2024
At this juncture we may only reiterate that we are unable to reverse the transaction that Mr. ******** entered into on February 28, 2024. Mr. ******** rightfully owns a week at *******************, ********* worth ******* StarOptions and part of his original **************************** Points Package worth ******* StarOptions. The other (smaller) part of the ********** Points package was relinquished as equity towards Mr. ********** Bay Vista purchase. Now that the transaction is closed, we cannot undue the purchase. Mr. ******** is welcome to call ***** ****** if any additional clarification is required ************.
Customer Answer
Date: 12/26/2024

Complaint: 22671509

I am rejecting this response because:
They also told me I could not reverse the transaction because it had already gone to the finance department. So, in good faith, I paid off the new contract. Now I would like the money back from that new transaction plus the money from the worthless Flex Points transaction, and my original request for the Studio money back. This is not mentioning the original 2 bedroom contract for deed that has disappeared into thin air. I never signed up for a "points assessment". It was a stealth operation to fake me out, or it was a mistake that they are trying to compensate for. I have no deed for my original ownership. So why would I continue to pay on something I dont own? Vistana took my deed and resold it again, and they put me into a new contract that I didnt want. They did not act in good faith, or they made a big mistake and wont own up to it. Just so you understand the why I am asking a little bit of good faith from Vistana, Here are the numbers:
2 bedroom contract 1 - $98,000
1 Bedroom contract 2 -$54,000
Flex Points contract 3 -$10,000
New contract 4 - Flex+1bedroom+ $20,000 = $84,000 investment, Plus my $98,000 original 2 bedroom contract is mysteriously gone. We never spoke about any deal involving that contract.
Would you or anyone in their right mind take that deal? I essentially have $182,000 invested into a contract I signed in good faith, but got shafted. How many other people have they done this to?
I give Vistana one more chance. I will walk away for less than half ($70,000) and proceed with no further action.

Sincerely,

**** ********
Business Response
Date: 01/02/2025
In 2016, Mr. ******** purchased Westin St. **** Sunset Bay contract ******, which consisted of two points packages - ****** StarOptions (1) and ******* StarOptions (2). In February 2024, he utilized the equity from the ****** StarOptions package towards a new Westin ************************* 2-bedroom ownership interest. In this transaction Mr. ******** agreed to relinquish ownership of contract ******-1. We acknowledge that there was a delay in splitting the old contract and returning the ******* StarOption Sunset Bay package (2) under ******. However, that has been completed. Mr. ******** again owns contract # ******, which is what he refers to as a 2-bedroom villa. The #2 designation no longer applies as the first part of the package (****** StarOptions) are no longer owned by Mr. *************** It is important that Mr. ******** understands that this contract was always a Sunset Bay Points package from the beginning, there has been no change.
Mr. Sotobeer's ownership is paid in full, and the paperwork has been submitted to the local St. **** authorities to complete recording of his deed. Unfortunately, we are at the mercy of the local recorder's office and have no control over the timeliness of their actions.
Mr. ******** is welcome to contact ***** ****** at ************ if he has any additional questions or concerns with regard to this matter.
Customer Answer
Date: 01/06/2025

Complaint: 22671509

I am rejecting this response because:
Starwood has conveniently switched the contract numbers on this latest response. I believe this indicates a big error on their part, and a potential cover up to hide this mistake. Account numbers are actually contain more digits and dashes than they have indicated. My original account number in 2016 was ************. This was the movement of our timeshare from the **************************************** Villas account number ******************. This was a two bedroom Villa upgrade to *************** When we did this move, we also added on another studio purchase. This contract was added onto our original contract and the account numbers (as evidenced in our Exhibit A) as 100235-01 ( the 2 bedroom and ******* Ownership points), and 1002235-02 (the studio and ****** Ownership Points).
In their last reply, Vistana has switched the account numbers. I NEVER ONCE agreed to any ownership changes to 100235-01 as indicated in the last reply. I did agree to use the ownership of 100235-02 (my studio and ***** Ownership Points) and the Flex options (which they never reimbursed me for) for the ************************************ *********** (Some of the documents also use the account number of *****************.
The document that outlines the *** to *** ownership upgrade clearly indicates the transfer of the original account number ****************** WK#2 to new account number ****************. As I have pointed out, the only property involved in this transaction was the 100235-02 (or Week2) property which is the STUDIO and NOT THE 2 Bedroom.
They instead took in both my -01 and -02 properties under account ******. They would have never mentioned that until I found that I had no access to my account online, nor did the account exist any longer in their systems. That is when I engaged the corporate office and they put me with ***** ******. It seems she or her office went back and recreated my account ******. This time it is called a "points assessment" and I have no deed to my original ownership. I can tell this as a systems professional. The original contract looks like it was re-instated, but I has no deed associated with it. They have since added a -01 designation, but I dont Own anything. They still want me to pay for points on a non existing deed. Preposterous.
I can go line by line through their response if required or if they are confused. It is important that Vistana Understands their entire response is inaccurate. They are at the mercy of the recorders office? Yeah right.
$70k and I walk away. More than fair at half of what I have put into this mess.

Sincerely,

**** ********
Initial Complaint
Date:12/02/2024
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.
This complaint is against Sheraton Vistana Club regarding their refusal to assist us in exiting our timeshare, despite ongoing concerns. In August, we contacted Vistana's Exit Services department to inquire about options for ending our timeshare agreement. The next day, we were told that we did not qualify for an exit due to an open loan. Determined to escalate the issue, we followed up with the representative and included Vistana's Customer Advocacy team. We outlined several ongoing problems, including the difficulty of booking reservations, the poor functionality and usability of their website, and a misleading "trip offer" that turned out to be nothing more than another high-pressure sales pitch. Despite explaining our dissatisfaction, Customer Advocacy maintained that we had no options available for an exit. We reiterated that the maintenance fees had grown far beyond what was originally disclosed and expressed concern over the inadequate 10-day recession period, which does not provide ample time for a fully informed decision. Ms. ********** in Customer Advocacy, then requested documentation to prove that they had been deceptive during the sales process. Unfortunately, we do not have such "proof," as we relied in good faith on the information presented to us at the time of purchase. Ms. ********** informed us that without written evidence, the company would stand by its decision to deny our exit request. Essentially, we were told we were out of options. We find it deeply troubling and disappointing that a company of Vistana's size and stature offers no meaningful assistance to owners stuck in a frustrating and financially burdensome situation. Their lack of willingness to work with us or take customer concerns seriously reflects poorly on their service commitment. This experience has been nothing short of upsetting for us.
Business Response
Date: 12/04/2024
Mr. ****** concerns have been reviewed and addressed by the corporate ************************ for ******************************************* Club. We have determined that Mr. **** was provided with all of the information necessary to make an informed purchase decision. Furthermore, he has used the program for its intended purpose. *********** needs assistance planning his next vacation stay, then he is welcome to contact our Member Services office at ************. Unfortunately, we are unable to honor Mr. ****** request to cancel his purchase. It is simply not possible to cancel a legally binding real estate contract once the closing has taken place. Mr. **** does have the option to sell his Sheraton Flex ownership interests on the open market for a price that he deems fair and reasonable.
Customer Answer
Date: 12/12/2024

Complaint: 22629442

I am rejecting this response because:
First off, we have never used the service we have paid for, for multiple years now. It took a year before we were eligible to use it, which we knew nothing about when signing. Since then, no dates or locations have worked for us each time we've tried. We understand that we signed an agreement, but what we dont understand is the lies that were told and the pressure we were under. They say they want to help and they want to address our concerns, but all we are getting are excuses and that they have determined we had the information we needed to make a decision. It sounds like a cop-out and not a real defense. They wont admit to anything, and they just refuse to let us go. They wont admit to anything unless we have proof. How can one treat owners like this?

We simply cant stand the fact that no one will get with the appropriate parties and let us out. We couldnt trust anything that was told to us when we bought this, and we cant trust what youre saying now. There must be some option for owners to cancel outside of trying to sell it on the open market, which just isnt very successful or timely. Who can assist us if you cant?

Sincerely,

******* ****
Business Response
Date: 12/16/2024
Our records indicate that Mr. **** elected his inaugural stipend of ****** StarOptions to ***** ABOUND Club Points. This transaction occurred on September 29, 2023. Mr. **** has the ability to redeem ABOUND Club Points at more than ******************************************** Vacation Club resorts. Reservations may be requested up to 12 months in advance and are honored on a first come, first served basis. We recommend Mr. **** contact Owner Services immediately as his Club Points are scheduled to expire at the end of this year. Owner Services can provide him with a list of options for redemption so that he does not lose his Club Points. The telephone number for Owner Services is ************.
At this juncture we may only reiterate that it is not possible to cancel a real estate transaction after closing. ************* goal is relinquishing ownership of his vacation ownership interests, then his best option is to list them for resale as explained previously.
Initial Complaint
Date:11/11/2024
Type:Order 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 writing to express serious frustration with Vistana's handling of my timeshare cancellation. Despite multiple attempts to contact the finance department and upper management, I've encountered repeated refusals and no assistance whatsoever. This lack of communication is incredibly disappointing. I was assured that my timeshare would be combined under the flex points system, but instead, I was deceived and sold a new, separate one. Not only that, I was told by the sales representative that maintenance fees were not part of this program, and it only has assessments which I found out the following year have maintenance fee included in them. This misleading practice is unacceptable. Vistana's reliance on the contract to reject my requests completely ignores the dishonest promises made to me by their sale representative. They wont own up to it! It's crucial for ******** to recognize these issues, as I need a resolution. This lack of transparency and support is alarming and should serve as a warning to potential owners. I urge ******** to intervene and help resolve this situation promptly. I am determined to pursue this until a satisfactory solution is reached!! I hope others dont have to go through what I have.
Business Response
Date: 11/15/2024
Our organization has already responded to this matter while addressing the same concerns reported to the ********************************** A copy of our response letter is attached. At this juncture we may only reiterate that our position on this matter has not changed.
Initial Complaint
Date:11/04/2024
Type:Order 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.
In February of 2024 we had a timeshare owner update meeting at Sheraton ***********************, ** location. During the meeting we were asked if we wanted to transfer our Sheraton ownership to Marriott ownership. We said we were not interested and communicated that we wanted to know if there was a way to relinquish our Sheraton Time Share ownership. We were told by the ******** sales personnel holding the ownership update, ***** ****** and ******* *****, that the only way to get rid of the Sheraton time share ownership was to try to sell it to someone else or to give it to our children. The ******** Sales personnel told us that if we transferred to Marriott ownership that they had a buyback program, and that a buy back email was sent annually to owners asking for owners who wanted to sell their time shares back. The salespeople said that ******** typically offers approximately 50% of the equity that owners had spent on the time share. At the time of this ownership update we only owed $7,000 on our Sheraton time share and only wanted information regarding how to get rid of it. Based upon the guidance of the ******** sales personnel at the ************ that we could sell our time share back through the annual buy back process they described we agreed to change our ownership from the Sheraton ownership to the Marriot ownership scheme, which raised our debt to $24,000. The intent was to take a loan to pay the time share off when we got the buy back offer, sell the time share back to ********, and then pay the loan off thereby relinquishing our time share ownership. We are now told by ******** that they do not have a buy back program as described by the Sales personnel and the sales personnel deny their guidance to us. We strongly believe that we are victims of deceptive sales practices by the ******** sales personnel at the Sheraton ************. The ******** customer advocacy group has not been helpful in resolving this issue.
Business Response
Date: 11/15/2024
This matter has already been reviewed and responded to by ***** *****, Director of Customer Advocacy. After performing a thorough investigation into these allegations, we have determined that no malice or misrepresentation occurred with respect to *** and Mrs. ********* purchase. *** and Mrs. ******* acknowledged receiving a thorough ***************** Checklist that speaks specifically to this matter. The document provides *** and Mrs. ********* expressed acknowledgement that no statements were made during the sales presentation regarding the rental, resale or investment potential of the Club Points purchased. At this juncture we may only reiterate that our organization will not agree to repurchase *** and Mrs. ********* ownership interests.
Customer Answer
Date: 11/15/2024

Complaint: 22513435

I am rejecting this response because:
The Marriott sales personnel lied to us regarding their policy of buying timeshares back so we would change our ownership from Sheraton to ********. Their customer ************** is backing up their deceptive sales personnel. The only reason we agreed to do this change was to be able to sell their product within a year. This is a clear case of deceptive timeshare sales practices.

Sincerely,

**** *******
Business Response
Date: 11/18/2024
At this juncture we may only reiterate that our internal investigation has resulted in no evidence of Mr. ********* claims. To the contrary, he signed a thorough ***************** Checklist stating that his sales executive made no such representations. We will uphold the terms of the contract and stand by the information that was disclosed to Mr. ******* in writing at the point of sale. We consider this matter closed.
Customer Answer
Date: 11/28/2024
I responded previously that ******** is wrong about their response. Their sales personnel told us personally that their policy is that they send annual emails to their customers offering buyback of their timeshares. We only agreed to buy change our ownership from Sheraton to ******** to take advantage of that policy. Now they say they don't do that. They lied to us and we want them to reverse this or we will be contacting a lawyer regarding their unethical sales practices.

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