Vacation Timeshare
Vistana Signature ExperiencesThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Vistana Signature Experiences's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 161 total complaints in the last 3 years.
- 44 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/01/2024
Type:Product IssuesStatus: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 you out of desperation, with a hope that you may be able to assist us in what has become an infuriating and disheartening situation.We are trying to terminate our timeshare membership with Vistana (contract number **********). It is not a decision we have taken lightly and one we hope will bring an end to a chapter of our life clouded by regret and frustration. We have sent Vistana two emails regarding this, yet our pleas seem to fall on deaf ears as we never received a response.The entire experience with Vistana has been less than satisfactory, to say the least. From high-pressure sales tactics that bear no resemblance to the "brief presentation" we were promised, to being blatantly misled about the terms of the timeshare which, had we known, we would not have agreed to. The quality of the accommodation and service offered was far from what we expected. This entire ordeal has not just affected our vacation experiences, but also added undue stress to our retirement plans.To make matters worse, this was not just a financial commitment. We are now burdened with a timeshare that would be unwillingly passed on to our children, something we were never informed about.Considering the situation, we are requesting a full refund of all payments made. We signed up under duress and with misleading information. This decision is not an easy one, but one made out of necessity given the circumstances.We would sincerely appreciate any help you can provide in facilitating a prompt and smooth termination of this membership. We would also like to request written confirmation of the termination and instructions if any further action is required on our end.We are counting on your help in resolving this distressing situation.Thank you in advance for your assistance.Business Response
Date: 07/09/2024
The owners dissatisfaction surrounding their October 2018 Sheraton Flex vacation package purchase (odd-year biennial use) is certainly disheartening. Although we reflect prior responses from Owner Services (*************************)in April 2024 and Customer Advocacy (*****************) in May 2024, we appreciate the opportunity to look into the matter.
The use history includes StarOption banking in 2019 and reservations at the Sheraton Broadway Resort in March 2021. As the owners 2023 use year has expired, we would be agreeable to provide a late assignment through ********************** (waiving the $149 fee) to preserve the usage through 2025 by external exchange.
In reviewing the documents associated with their 2018 purchase, we do find that all terms and disclosures reflect the owners agreement. Additionally, there was a 10-day cancellation period provided to the owners. As they did not exercise their right of rescission, the sale continued and closed. We are unable to terminate their contractual or financial obligation.
As **** indicated, there is an outstanding loan on the account, and therefore Exit Services cannot offer a deed back of the vacation ownership interest. Additionally, **** explained that in the event the account becomes more than 120 days past due, the default process would begin. Financial Services may extend a deed-in-lieu of foreclosure at that time.
While we are sorry for the owners' dissatisfaction, there is no evidence that the sale was improperly conveyed.Customer Answer
Date: 07/11/2024
Complaint: 21929100
I am rejecting this response because: While we appreciate your response, we still find it hard to believe that you do not have an exit option available to your owners who not only have a loan, but are still trying to do the right thing and continue to make payments. Why are you so unwilling to work with us on this? Why must we be fully paid off or 120 days past due? Why is there no option available in the middle?
Sincerely,
****** & *************************Business Response
Date: 07/17/2024
We are sorry for the ownerscontinued dissatisfaction but pleased to provide an additional response.
In accordance with the contractual agreement and closing disclosure, the owners have entered into a loan obligation for the purchase of their vacation ownership interest. The owners have accepted the terms of the loan and the note secured by a short form mortgage. As previously stated, Financial Services may extend a deed-in-lieu of foreclosure to enable the seller to obtain the deeded interest in the event of default.
Again, our sincere apologies.
Customer Answer
Date: 07/22/2024
Complaint: 21929100
I am rejecting this response because:Can you honestly tell me you're all going to shrug off the reckless manner in which your sales representative acted? Every single word they uttered is completely contradictory to what's penned down in the contract. They forced us under duress to sign the blasted contract, not even affording us the slightest opportunity to peruse the finer details. We definitely do not seek the blight of a Foreclosure sullying our credit report. We're more than willing to collaborate with you to develop an effective resolution. However, maintaining the current status of affairs is unfeasible for us. Let's come up with a solution to fix this.
Sincerely,
****** & *************************Business Response
Date: 07/23/2024
We are unable to cancel the owner's October 2018 (odd-year) biennial Sheraton Flex vacation package purchase as the proper purchase terms were disclosed with the presence of a signed agreement.
The concerns shared have been appropriately responded and our position has not changed. Although we are not agreeable to cancellation,we have previously offered to provide an ********************** (II) late assignment (waiving the fee) for their expired 2023 use year. The late assignment provides an opportunity to preserve usage through II external exchange, available until December 2025. We would like to extend this offer one last time and request acceptance by July 31, 2024.Customer Answer
Date: 07/31/2024
Complaint: 21929100
I am rejecting this response because:
Can you honestly tell me you're all going to shrug off the reckless manner in which your sales representative acted? Every single word they uttered is completely contradictory to what's penned down in the contract. They forced us under duress to sign the blasted contract, not even affording us the slightest opportunity to peruse the finer details. We definitely do not seek the blight of a Foreclosure sullying our credit report. We're more than willing to collaborate with you to develop an effective resolution. However, maintaining the current status of affairs is unfeasible for us. Let's come up with a solution to fix this.Sincerely,
****** & *************************Initial Complaint
Date:06/21/2024
Type:Order IssuesStatus: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 formally lodge a complaint regarding my timeshare experience with Vistana. During the initial meeting, which lasted several hours and pressured me into making an immediate decision, I was misled about several key aspects of the agreement. While I was informed about maintenance fees, it was not clarified that I would still be required to pay them annually despite only being able to use the timeshare every other year, nor was I made aware that these fees would rise significantly. Additionally, the restrictive usage periodlimited to the "Silver Season" from September through December, excluding holidaysalong with the high-interest rate of 14.9% on a $10,000 loan, has made the timeshare impractical and financially burdensome. The cost of dining and activities at the resort has also posed unreasonable expenses. I have tried to convey my valid concerns to this company only to be ignored and brushed aside. Given these compounding issues and the lack of transparency, I am seeking immediate cancellation of my timeshare contract.Business Response
Date: 07/25/2024
****************** purchased her ownership interest at Harborside Resort at ******** on August 14, 2008. During her lengthy tenure as an owner, we have not received any complaints in our corporate office regarding how maintenance fees are invoiced, reservations or dining options provided to resort guests. ****************** did reach out to our office in April asking how to exit her ownership. At that time a manager explained that our organization does not offer any type of deed back or exit program for Harborside Resort at Atlantis. ****************** is welcome to list her ownership interest for sale on the external market for a price that she deems fair and reasonable. The process is no different than listing a home or any other form of real estate.
Maintenance fees are determined annually by the resorts Condominium Ownership Association. Owners are required to pay these fees annually as they are required for operational upkeep and to fund larger renovation projects. It is in all owners best interest to keep the resort in good condition, aligning with brand standards. ****************** received all of the documentation necessary to make an informed purchase decision back in 2008.
Customer Answer
Date: 08/02/2024
Complaint: 21883271
I am rejecting this response because: I would like to address the response from Vistana regarding my timeshare experience with Harborside Resort at ********. While I appreciate the acknowledgment of my tenure as an owner since 2008, the absence of previous complaints does not negate the issues I have raised. The initial sales process was highly pressurized and lacked transparency, particularly concerning the annual maintenance fees, which I was led to believe would be more manageable. The substantial increase in these fees and the restrictive usage period limited to the "Silver Season," excluding holidays, were not adequately disclosed at the time of purchase. Additionally, the high-interest rate of 14.9% on the loan has made this investment financially burdensome. Despite reaching out for assistance, I felt ignored and brushed aside, with no viable exit strategy offered. The suggestion to sell my timeshare on the external market overlooks the misleading information provided during the sales process and the specific challenges I have faced. I actually already tried this route and it did not work. I called Vistana a few years ago about cancellation. They connected me with a re-sell company. I paid $1200, and nothing ever came of the listing. I demand Vistana to take responsibility for my experience, investigate the sales practices, and facilitate the immediate cancellation of my timeshare contract.
Sincerely,
*************************Business Response
Date: 08/05/2024
At this juncture ****************** has not provided any substantial evidence to support her allegations of misrepresentation. We are unable to rely upon ********************** recollection of verbal comments that *** or *** not have occurred more than 16 years ago. Maintenance fees and the reservation procedures were shared with ****************** in writing at the point of sale and she has successfully used her ownership interest for many years. Unfortunately, our organization does not offer any type of exit program for Harborside Resort at ********* We are sorry to hear that ****************** has not been successful selling her ownership interest in the past; however, that is the only option that is currently available to Harborside Resort at Atlantis owners. We always encourage owners to perform their research while dealing with external timeshare resale companies and to avoid any companies asking for large upfront fees.Customer Answer
Date: 08/13/2024
Complaint: 21883271
I am rejecting this response because:
Sincerely,
*************************
This company says they need "substantial evidence" the sales staff lies when owners sign these contracts. Just viewing the other complaints on this website should be enough to show this is a common theme. My issues have been ongoing since this purchase, and I have never received what was promised by this company. Any ethically run company would investigate the theme of these complaints regarding misleading sales tactics. Instead of brushing my valid complaints aside, I deserve to be sent cancellation paperwork.Initial Complaint
Date:06/21/2024
Type:Order IssuesStatus: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 incredibly disappointed in the way Vistana Resorts has handled our recent timeshare purchase.We were misled and frankly lied to when we were told we could use the timeshare 45 days after purchase. Instead, we have learned that there is a 13-month waiting period before we can even use the timeshare. To make matters worse, we were promised an additional 7800 points toward a vacation we planned to book in **** but we never received them. Upon signing up for the Owners portal, we were shocked to learn that we have zero points until 2025.A review of the various locations where we can stay proves that we will need a minimum of ******* points for a one-week stay. We purchased a package with only ****** points, which means we will need to save our points for about three years to have enough for a one-week stay. Not to mention, we were never informed that maintenance fees would increase by 20-25% yearly.We were never given information about a rescission period. It was never disclosed to us during the signing or presentation, and we want to take advantage of that and rescind our agreement. Please send us the paperwork we need to complete the release.We believe that Vistana Resorts has grossly misrepresented the functionality and terms of the timeshare, and we are requesting to be released from our agreement. Sincerely,******************************* & ***********************Business Response
Date: 06/26/2024
We are very sorry to learn of ************************** disappointment with her recent purchase of ****** StarOptions in the Sheraton Flex Program. Our records reflect that the first year of occupancy noted on her contract is 2025. During the 2024 use year, ********************** has access to ****** StarOptions that she received on April 9, 2024, as a first day purchase incentive. These points can be used just like her annual usage points to begin planning vacations now.
On the day of her purchase ********************** was provided with a copy of the points chart that illustrates how many StarOptions are required for villa stays. Maintenance fee costs were also disclosed at the point of sale. Since ********************** has not yet begun her annual usage, which starts in 2025, she has not received a maintenance fees invoice yet. We can assure ********************** that maintenance fees do not increase 20 to 25% on average and we are unsure where she received this information on a historical basis. The rescission period was also disclosed in bold, conspicuous font just above the signature line of the sales contract.
With a 40-year reputation in the vacation ownership industry and more than ******* owners, we may assure ********************** that her decision to become a Sheraton Vacation Club owner was a good choice. StarOptions may be redeemed for stays at more than 90 vacation ownership resorts, hotel stays, cruises and more. We would love the opportunity to assist ********************** with her first vacation using her StarOptions in order to help demonstrate the value that the program provides for our owners. ********************** is encouraged to contact our Member Services office at ************. Member Services hour of operations are Monday through Friday from 9:00am to 8:00pm eastern time and Saturday from 9:00am to 5:00pm.
Initial Complaint
Date:06/21/2024
Type:Order IssuesStatus: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.
******* ***** De ***** ************************** ***** 42-01-290521 To Whom It May Concern,I am a long-time Sheraton Flex Vacation Member. During a reservation call, we were offered a free 3-day stay in *******, **, if we attended a one-hour Vacation Club presentation. On March 30, 2016, we accepted the offer. However, the presentation lasted over five hours, and we felt pressured to sign a contract.We felt trapped and pressured into buying the Starwood Preferred Guest program. Despite our attempts to leave, we were coerced by the salesperson, *********************, and his team. They promised we could sell the property back to Sheraton Flex at any time, a major reason we signed up.We were forced to open a new credit card with **************** for the down payment. We later discovered many of the perks were false, and booking vacations was extremely difficult. Even the rooms were dirty and run down.In January 2022, we attended another "One-Hour" update meeting and were misled again. After numerous attempts to resolve the issue with Sheraton Flex, we have lost faith in their promises. Now, divorced with two kids, I can no longer afford this contract.We have been misled by Sheraton Flex Vacation sales representatives and want to be released from this contract as promised.Sincerely,******* ***** De *****Business Response
Date: 08/26/2024
We are very sorry to hear about Ms. ********** recent divorce and changes to her personal financial situation. We wish her the best during this difficult time.
In review of Ms. ********** account, we see that she has entered into five separate Sheraton Flex contracts since 2016. Our sales executives are trained to provide a professional, informative and low-key sales preview highlighting the benefits of the vacation ownership program. In addition, each new purchaser is allotted a 10-day cooling off period after signing their purchase agreement. Purchaser's may cancel for any reason during the 10-day rescission period.
Unfortunately, once the contract is close the organization is unable to cancel the transaction. Ms. ************* has not provided any evidence to provide that she was misled, coerced or pressured into any of her last purchases.
Currently, our organization does not offer any sort of repurchase program for Sheraton Flex. Ms. ************* is welcome to list her ownership interests for sale on the open market, using the proceeds to payoff her outstanding mortgage. The process is similar to selling a home or any other form of real estate.
Initial Complaint
Date:06/19/2024
Type:Order IssuesStatus: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 were sold an upgrade at ************************** ******* of ***** Star options. We have now found out our property is in ******* and it's under the Sheraton name. The whole thing was smoke and mirrors and totally a bunch of lies. The property deed was supposed to be under the Westin Flex name and the deed should have been at ************************** AZ. Now we have a property that is worth fifty percent less than what we were promised. I understand that the Timeshare business is not regulated. This is absolutely ridiculous and wrong in some many ways!Business Response
Date: 06/20/2024
We are perplexed by ******************** complaint and apologize for any confusion that *** exist about his purchase that took place in February of 2020. In review of our records, **************** acquired ****** Westin Flex Points. While the Westin Flex Points *** be used to arrange reservations at a variety of Westin and Sheraton Resorts, they are not specifically deeded to a single resort, and certainly not an Orlando ***********************************Customer Answer
Date: 06/20/2024
Complaint: 21874465
I am rejecting this response because: You can not have a fictitious deed floating out there are loan paperwork specifically says our property is in *******. Take the deed back and refund us our $6,000.00 in equity.
Sincerely,
***** & *************************Business Response
Date: 06/24/2024
******************** purchase documents clearly disclosed the fact that his ownership interests are deeded Florida real-estate. The corporate ************************ has sent **************** copies of his Purchase Agreement, Deed and QA checklists as evidence that no misrepresentation has occurred that warrants repurchasing his Westin Flex Points. We consider this matter closed.Customer Answer
Date: 06/25/2024
Complaint: 21874465
I am rejecting this response because: once again we were promised the real estate that we were purchasing is in ******* at ***************. Not some conglomerate in **. This industry is unregulated federally and they can make up any fictitious story to persuade you to buy without any repercussions.Have some ethics!
Sincerely,
***** & *************************Initial Complaint
Date:06/16/2024
Type:Order IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my concern regarding the transfer of my timeshare, originally purchased via resale. Despite the completion of all necessary paperwork and the payment of the transfer fee, which your ***************** confirmed receiving on April 26, the process remains incomplete.As per the standard procedure, I was informed the transfer would take no more than four weeks. However, after numerous inquiriesevidenced by eleven documented phone callsthe representatives have consistently informed me that the transfer is still pending. Furthermore, my attempts to escalate this matter to Supervisor ***********************************, overseeing contract #******, have been met with inadequate responses. Despite assurances of follow-up communications, both via email and phone, there has been a notable lack of progress. On June 5, ************************ committed to a follow-up the subsequent Monday, a promise that was not fulfilled, as evidenced by two additional emails and phone calls from my side. This delay has had significant repercussions, including the loss of opportunity to utilize or schedule my timeshare, and the looming risk of missing crucial banking deadlines. The lack of timely action and response from the supervisory level is concerning and requires immediate rectification. I urge you to address this matter with the utmost urgency and provide a clear timeline for the completion of the transfer process. Your prompt attention to this issue will be greatly appreciated.Customer Answer
Date: 06/16/2024
See attached signed privacy form.Business Response
Date: 06/18/2024
A leader from our corporate ************************ has emailed ******************************* and offered to assist him with identifying what might be causing the delay of his externally purchased week being added to his ownership profile. Additional details have been requested such as the name of the owner he purchased the week from and the resort name. The corporate ************************ will continue to work with ******************************* until this matter is resolved.Customer Answer
Date: 06/18/2024
As you can see by the businesses poor response, they did not even review teh attachments. I clearly provided the full contact, and page 1 details the previous owner's full name and address. It is the entire deed of sale. I have attached documents showing I already have been working with a supervisor at the company, and it has been 15 days since we have spoken. They promised a follow-up (details attached), and they are significantly delayed. Waiting to respond until I write the BBB shows they only care about perception and not resolving customers' concerns. Please see the attached (attaching the full contract again, and emails with a supervisor there).Customer Answer
Date: 06/18/2024
Complaint: 21858038
I am rejecting this response because:As you can see by the businesses poor response, they did not even review the attachment I took the time to upload in my initial complaint. I clearly provided the full contact details, and page 1 details the previous owner's full name and address. It is the entire deed of sale. I have attached documents showing I already have been working with a supervisor at the company, and it has been 15 days since we have spoken. They promised a follow-up (details attached), and they are significantly delayed. Waiting to respond until I write the BBB shows they only care about perception and not resolving customers' concerns. Please see the attached (attaching the full contract again, and emails with a supervisor there). Let's keep this open until the business resolves the issue (they have already had 2 months since they cashed the transfer check).
Sincerely,
**************************************Business Response
Date: 06/18/2024
We are happy to share that our Owner ************************ has finalized updating ************************************* ownership profile. His account now reflects ********************** of his externally purchased ownership interest at The ************************ ********************************* is welcome to call Member Services at ************ in order to check availability or to inquire about using his newly acquired week this year.Customer Answer
Date: 06/19/2024
Complaint: 21858038
I am rejecting this response because: The issue is still not resolved. Several Marriott employees provided me with information that is contradictory what what *** has provided. I will say, *** has been the only responsive person, and I have spoken with many employees (even Resolution Specialists who have failed to follow-up on their commitment). If this is not resolved amicably, I will upload all of my documentation on each of the interactions. However, *** is looking into the situation to see if he can resolve the Abound issue. I would like to keep this open until it is resolved, hopefully by next-week. Thank you for your time.
Sincerely,
**************************************Business Response
Date: 06/28/2024
Over the past week ********************************* has been in contact with a member of our leadership team within the Customer Advocacy Office. The matter is resolved.Customer Answer
Date: 07/02/2024
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. *** from Vistana / MVW took ownership of the issue, confirmed there were errors made on behalf of the company, and resolved it in a fair manner. Thank you.
Sincerely,
**************************************Initial Complaint
Date:06/05/2024
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have over the last 5 months tried resolving an issue concerning one of our timeshares (contract# ******) that we inadvertently double paid the maintenance fees on.During this process to get our double payment refunded we have had to deal with not only Vistana but also through our CC company (Chase) that we used to pay the maintenance fees.At issue is a "re-bill" by ***** on 1/23/2024 made to Vistana for $3,515.78 that was never posted as a payment to our account.Therefore, ********************** says our maintenance fees are past due and we now owe $3,600.94 due to interest and a late payment fee.We have submitted numerous email requests through their web-site which haven't been acknowledged nor answered.Calls to various customer service departments within **************************+) have not resolved the issue, nor, the 3/7/2024 letter to we wrote to ******** ******************* serves they suggested we write.In fact, we never received a reply to that letterBusiness Response
Date: 06/07/2024
Sent: Friday, June 7, 2024, 4:41 PM
To: *****************
Subject: MVW Executive Office
Good afternoon ****************,
I am in receipt of your correspondence that was sent to the Better Business Bureau. I appreciate this opportunity to respond on behalf of the Westin Vacation Club brand.
Please accept my sincere apology on behalf of our Financial Services department for the lack of follow up regarding your 2024 maintenance fees payment. I revisited this matter with the leadership team within Financial Services and they agreed that the chargeback disputes certainly added a level of confusion to your account that prevented your maintenance fees from being paid. Financial Services has agreed to post your payment and they have waived any late fees and interest that has accrued. Your account now reflects a zero balance.
Again, I am very sorry that you had to escalate your concern to the BBB in order to receive satisfaction to this matter. Please let me know if I can be of further service.
Thank you for contacting the corporate ************************ for Marriott *********************** Worldwide and allowing me this opportunity to better serve you.
Kind regards,
MARRIOTT VACATIONS WORLDWIDECustomer Answer
Date: 06/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
Date:05/31/2024
Type:Service or Repair IssuesStatus: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.
During our stay at Vistana Resorts, we encountered numerous issues that have left us deeply dissatisfied and feeling misled. Initially, we were told that purchasing a timeshare was a worthwhile investment, with promises of easy trades to other resorts, particularly in ************, which have never been available in over 20 years. We faced relentless pressure to upgrade to a two-bedroom unit and participate in mandatory meetings under the guise of receiving extra points. The promised slow increment in maintenance fees has turned into a steep 25% hike from $2,000 in 2023 to $2,500 in 2024. Our unit frequently had problems such as faulty appliances, missing kitchenware, stained furniture, and inadequate cleanliness. Despite repeated complaints, issues like thin and worn-out mattresses on pull-out beds and poor TV signals persisted. The costs associated with flights, food, and transportation have become exorbitant, making it impossible for us to afford these vacations on our fixed retirement income. Moreover, many of the main restaurants at the resort have closed, further diminishing the value of our stays. Given these ongoing issues and the financial strain, we seek to cancel our timeshare contract as it no longer aligns with the promises made to us and has become a financial burden we cannot sustain. We have tried converting our issues to this company and have been completely brushed aside so far. We need someone to reach out to us so we can finally resolve this serious matter.Business Response
Date: 06/26/2024
Our organizations response letter to ************** is attached.Customer Answer
Date: 06/27/2024
Complaint: 21784971
I am rejecting this response because: I was promised that the Maintenance fees would increase very little each year if any. In 2023 they increased 25% as they lied to me and the other owners. In addition they require you to sit in a meeting where their TEAM pressures you to upgrade and buy more real estate from them and they continue to promise more UNfulfilled lies each time. They they bring in another sales team and they continue to pressure you while on vacation to spend more money while offering you less value each time. The quality of the condo has continued to decreased every year where the appliances do not work properly and the maintence **** has to be called to fix issues every time!!!! The promises of updating appliances , bed spreads, curtains, pots and pans and matrases are run down and it was NOT WHAT WE WERE PROMISED AND THEY CONTINUE TO GET AWAY WITH NOT REPLACING WORN OUT ITEMS I LISTED ABOVE. IT IT A TOTAL SHAM AND DECEITFUL PROMISES NOT DELIVERED EVERY YEAR. I AM LOOKING TO ASK TO STOP THIS ONGOING PROCESS WITH THIS TIMESHARE AND ***** ME A RELEASE FROM THE ONGOING LIES AND UNFILLED PROMISES
Sincerely, ***************************
*************************Business Response
Date: 06/27/2024
Respectfully, ************** has owned for 20 years. Nowhere within his sales contract does it state that maintenance fee increased are capped to a certain percentage. We have responded to ************** explaining the reasons for the maintenance fees increase in 2024. ************** has not been pressured into a recent purchase. He acquired the ownership interest in question in 2004. Harborside Resort at ******** has maintained the resort to the Westin brand standards over the years and I have extended my personal assistance should there be an issue during his stay at some point in the future.
At this juncture we may only reiterate that our organization does not have an exit program for Harborside Resort at ********* ************** is welcome to list his week for sale on the open market if he wishes to do so.
Customer Answer
Date: 07/07/2024
Please review the letter I recieve from Marriot headquarters. It is the same BS they have been telling me since I sent you my complaint!! They will not take any responsibility regarding their customer service and NO CONTOL OVER THEIR YEARLY MAINTENANCE FEES? DOES 25% SHOUND FAIR WHEN THEY SAID IT WOUD NOT RISE THIS VERY MUCH AND NOW THEY LIED AND CONTINUE TO IGNOR THE FACTS.
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I THOUGHT THEY COPIED YOU IN ON THIS COMPLAINT ??
Initial Complaint
Date:05/23/2024
Type:Sales and Advertising IssuesStatus: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 filing this complaint to outline our discontent and dissatisfaction with the handling of our timeshare plan. During a review, we highlighted the challenges faced in booking resorts and utilizing our membership for travel plans, notably for the **************** in ********, ********** in 2019. Despite being offered an upgrade to a point system with promises of flexibility, including bonus points and a smart tablet gift, a family emergency led to the cancellation of our plans and subsequent return of points. Retirement has impacted our ability to keep up with escalating maintenance fees, penalties, interest, and unexpected separate maintenance fees for two accounts. This financial burden, coupled with the lack of benefits from upgrades made in 2012 and 2018, has made owning the timeshare unsustainable for us. The evolving timeshare landscape, corporate alliances, and buyouts have restricted our ability to enjoy the timeshare as initially envisioned. Despite purchases dating back to 2008 and subsequent upgrades, the promised benefits have not materialized, adding to our financial stress. The decision to seek release from our timeshare is fueled by the deceitful tactics employed by Vistana's sales team during the purchase process. We trusted in the integrity of Vistana, only to realize that the actual ownership experience does not align with the initial promises made to us. Attempts to address these issues have been met with resistance, highlighting ethical concerns in the sales approach. In light of these circumstances and the financial hardship imposed on us in retirement, we respectfully request a prompt release from our timeshare account. The core issue lies in the deceptive practices surrounding the sale rather than outstanding financial obligations.Business Response
Date: 06/05/2024
Our records reflect that ****************** has been a Vistana owner since 1999. During his lengthy tenure in the vacation ownership program ****************** entered into at least 3 more contracts over the years. It is difficult to understand the reasoning as to why he would agree to all of these sales transactions if he was truly unhappy with the vacation ownership program. ********************** most recent purchase occurred in September of 2018. At that time he upgraded his ownership from our legacy weeks program to the Sheraton Flex Points Program. The Sheraton Flex Program does provide a great deal of flexibility as owners have the ability to redeem their StarOptions for resort stays at 9 different Sheraton Vacation Club resorts, reservations can be requested up to 12 months in advance.
I am sorry to hear that the financial responsibilities that coincide with ********************** participation in the Sheraton Flex Program have become a burden. I also note ********************** comments about the sale process being deceptive; however, no specific examples were provided that warrant consideration from our organization. ****************** received all of the information that was necessary to make an informed purchase decision back in 2018 when he entered into the Sheraton Flex Program.
We are confident that our Owner Services team can assist ****************** with planning a fantastic vacation using his ownership interests. Currently 2024 maintenance fees are passed due. Once those maintenance fees have been paid, ****************** will be able to plan his next reservation. In order to arrange payment and to start the vacation planning process ****************** should contact Owner Services at ************.
Customer Answer
Date: 06/06/2024
Complaint: 21751510
I am rejecting this response because:While Vistana highlighted our multiple purchases over the years, we want to express our deep dissatisfaction with their response.
The mere fact that we have made several upgrades and have been members since 1999 does not equate to a satisfactory experience. Each upgrade was prompted by promises from the sales team that it would enhance our investment and opportunities within the vacation ownership program. However, with each upgrade came a new mortgage and no noticeable improvement in our overall experience.
We were never informed about the maintenance fees being for two separate accounts when we initially signed the purchase agreements. Additionally, we are dismayed by the continuous changes in usage systems, buyouts, and corporate alliances within the timeshare industry. These changes have severely restricted our ability to utilize the timeshare as originally promised by the sales team.
Our decision to seek immediate release from our timeshare agreement stems from the deceptive practices and questionable tactics employed during the sales process. It is disheartening to realize that the information provided to us back in 2018 did not reflect the reality we are currently facing.
We kindly request that Vistana acknowledges our concerns and assists us in promptly resolving this matter. We believe that our experience warrants further investigation and remedial action to address the grievances we have outlined.
Sincerely,Sincerely,
Donald& *****************************Business Response
Date: 06/10/2024
To the contrary, multiple purchase transactions throughout the years typically represents an owner being satisfied in the program, so much so that they chose to upgrade their ownership. ****************** certainly new about the mortgage financing terms and maintenance fee obligations that coincided with each of his purchases. At his request, we can provide closing disclosure documents that clearly show all of the details related to financing his purchase.
The integration of Sheraton, Westin and *************** into the new club points program, ABOUND, is a huge win for all owners. ABOUND provides owners with access to more than 90 vacation ownership resorts and a wide variety of additional vacation options like cruises, hotel stays, tours and more.
At this juncture ****************** has not provided any lucid evidence of misrepresentation that warrants further action from our corporate office.
Customer Answer
Date: 06/12/2024
Complaint: 21751510
As we stated in our previous response, with each upgrade we undertook, we saw no discernible improvement in our overall experience within the vacation ownership program. Despite promises of enhanced benefits and opportunities, our expectations were not met. The lack of tangible benefits from previous upgrades has left us seeking a resolution.
At this point, our primary desire is to exit our timeshare agreement as it no longer aligns with our expectations and experiences. We kindly request Vistanas assistance in promptly facilitating this process.
Sincerely,
Donald& *****************************Initial Complaint
Date:05/22/2024
Type:Order IssuesStatus: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.
BBB,We have never actually used our timeshare with Vistana. After digging deep, we found out that what our sales rep ************************* told us about being able to go "anywhere/any resort in the world" was limited to Sheraton/Westin properties. To stay at these places, we'd need to convert our points to a different type, which was confusing and anything but simple.It was clear that the value we were promised didn't match the costs involved. In reality, we'd only manage a short trip once a year, leaving us with little to no points for anything else. By redirecting the $160 monthly payment and the $500-600 maintenance fees to a vacation fund, we could have a much more fulfilling getaway than the timeshare could offer.Our lack of experience using the timeshare speaks volumes. Keeping it would likely just be a financial burden. It's not just throwing money away; it's a significant mistake that I deeply regret. I'm firm on not burdening my daughter with this. Having a timeshare doesn't provide any real benefits compared to the array of better vacation choices available. I could arrange a more enjoyable trip independently through travel websites.The timeshare's confusing setup shows that the focus isn't on enhancing the experience for buyers/users; it mainly benefits the profit-driven organizations behind it. I wouldn't want our daughter to inherit this timeshare. Can you help me get rid of our timeshare so our daughter will not inherit it?Business Response
Date: 05/29/2024
From: ************************** (MVCI)
Sent: Wednesday, May 29, 2024 2:40 PM
To: *******************
Subject: MVW Customer Advocacy
Good afternoon ***************,
I am in receipt of your complaint that was filed with the Better Business Bureau. I appreciate this opportunity to respond on behalf of Sheraton Vacation Club.
It is disappointing to here that you have not yet had the opportunity to take full advantage of your StarOptions to visit one of our world-class vacation ownership resorts. It is not necessary to convert your StarOptions to another form of points in order to start planning your next vacation. Your StarOptions can be used to stay at any of our Sheraton or Westin vacation ownership resorts and we can begin planning your inaugural vacation up to 8 months in advance. For the 9 Sheraton Vacation Club resorts that belong to the Sheraton Flex program, we can begin planning even earlier 12 months in advance.
I would like the opportunity to help you use the program for its intended purpose. If you can please respond with some idea of where and when you prefer to travel, I will gladly liaise with our Owner Services office with the goal of helping you plan a terrific vacation experience. You can find a full list of our Sheraton and Westin Vacation Club resorts on the Vistana website: www.marriottvacationclubs.com.
Currently, your Sheraton Flex points are deeded into your name and ************** name. Your daughter will not inherit the ownership interests unless you setup your estate planning in such a way.
I look forward to helping you plan a terrific vacation experience and hope to hear from you soon.
Thank you,
MARRIOTT VACATIONS WORLDWIDE
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AVP, Customer Advocacy
Customer AdvocacyCustomer Answer
Date: 06/17/2024
Complaint: 21747900
I am rejecting this response because:Sent Via: Email (ODR) From: ***********************
From Email: *********************** To: BBB Serving ***************
Subject: More Information Date Sent: 6/11/2024 8:59:38 PM Date Read: 6/17/2024 4:55:23 PM Attachments: Below is my response to the company.
Ray,
We appreciate your getting back to us and the clarification about our ownership. At this point, we are not interested in learning more about the program. Our only desire is the completely terminate our ownership. It is nothing like we expected and we instantly regretted allowing ourselves to be coerced into purchasing this. The value of owning a timeshare is nowhere near how it was described to us. We have lost faith in this ownership entirely and would like you to move forward with processing our request to cancel.
Thank you,
Sincerely,
***********************Business Response
Date: 06/17/2024
Sent: Thursday, June 13, 2024 3:35 PM
To: ************************* <*******************>
Subject: RE: [EXT] Re: MVW Customer Advocacy
Good afternoon *****************,
I am sorry that you remain disenchanted with your vacation ownership purchase. Please understand that we are dealing with deeded property. Once the closing has taken place it is not possible to simply cancel or terminate your purchase.
Just like all other forms of real estate, the only way to relinquish ownership is to sell the property to another individual. The proceeds from the sale can be used to payoff your existing mortgage balance. Alternatively, our Exit Services department does offer a deed back program, but a requirement is to first pay off the mortgage, all maintenance fees must be current as well. If you would like to learn more about the deed back program, please call Exit Services at ************.
Thank you,
MARRIOTT VACATIONS WORLDWIDE
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