Complaints

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

close

Find a Location

Vistana Signature Experiences has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Vistana Signature Experiences

  9002 San Marco Ct Orlando, FL 32819-8600

• 

  Vistana Signature Experiences

  PO Box 204491 Dallas, TX 75320-4491

• 

  Vistana Signature Experiences

  17700 N. Hayden Road Scottsdale, AZ 85255-5822

• 

  Vistana Signature Experiences

  6902 E. Greenway Parkway Scottsdale, AZ 85254

• 

  Vistana Signature Experiences

  9002 San Marco Court Orlando, FL 32819

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:05/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are so frustrated and we are reaching out to your agency for help. What is a person to do when you purchase a service, sign a contract, however, the company you signed with does not provide what is presented to you in the sales hype. We bought a Sheraton Flex timeshare (though no one called it a timeshare when they were trying to sell it to us) in April 2019 amid dreams of inexpensive vacations for our family as it was presented. However, those dreams diminished when we began to try to schedule vacations. It seems that the things they told us while convincing us to purchase were not exactly factual. They went on about the booking options, accommodations, and how easy it would be to vacation. Even told us they would buy it back if we were not happy. However, none of that is true. I called a while back and asked if they would buy back our membership. The guy I spoke with told me that the company doesnt do that, and if I wanted out, I'd have to try to sell it to a 3rd party. We dont have time to try to sell it or even know how to go about trying to sell it! Furthermore, we have tried and tried to use it but it seemed impossible to use so how are we going to sell something to someone else that we cant even figure out how to use? We recently sent an email requesting to cancel and got a reply back from ******* that they have no options for us to exit because we still have a loan. So we are expected to pay it in full and then they will cancel it?? I have no intention of paying for this because I have not received anything for what I have already paid. Who would continue to pay for an empty bag?It's so complicated to figure out and when you call, nobody is helpful. We are just finished even trying. We have provided our contract and member number below. If you need additional information, just let us know. **************************** ****** ******* Sheraton Flex

  Business Response

  Date: 05/15/2024

  Our records indicate that Mr. and ************* acquired ****** StarOptions in the Sheraton Flex program on April 9, 2019 with first year usage 2020.  StarOptions can be used to make reservations at several Sheraton Vacation Club resorts through our Owner Services office.  To begin the vacation planning process Mr. or ************* need only call our Owner Services office.  The telephone number to Owner Services is ************ and their hours of operation are Monday through Friday from 9am to 8pm eastern time and 9am to 5pm on Saturday's.  

  Unfortunately, it is not possible to simply cancel a vacation ownership purchase.  The Sheraton Flex points that Mr. and ************* purchased are considered to be a form of deeded real-estate, complete with mortgage note.  Before ownership can change hands, the debt associated with their purchase must be satisfied in full.  Like all forms of real estate, Mr. and ************* do have the ability to list their points for sale on the external market for a price that they deem fair and reasonable.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21707435
  
  I am rejecting this response because: it's unacceptable, we solely want a cancelation and to get rid of it.   
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/22/2024

  Our response is noted in large bold letters following each inflated statement from Vistana! Thank you for your assistance however, we do not accept their response.

   Our records indicate that Mr. and ************* acquired ****** StarOptions in the Sheraton Flex program on April 9, 2019 with first year usage 2020. StarOptions can be used to make reservations at several Sheraton Vacation Club resorts through our Owner Services office. To begin the vacation planning process Mr. or ************* need only call our Owner Services office. The telephone number to Owner Services is ************ and their hours of operation are Monday through Friday from 9am to 8pm eastern time and 9am to 5pm on Saturday's. ***THIS RESPONSE IS COMICAL WHEN ONE OF OUR BIGGEST ISSUES IS THE LACK OF ASSISTANCE WHEN WE CALLED AND THE DIFFICULTY IN USING! WE ARE DONE WITH EVEN TRYING!

  Unfortunately, it is not possible to simply cancel a vacation ownership purchase. The Sheraton Flex points that Mr. and ************* purchased are considered to be a form of deeded real-estate, complete with mortgage note. Before ownership can change hands, the debt associated with their purchase must be satisfied in full. Like all forms of real estate, Mr. and ************* do have the ability to list their points for sale on the external market for a price that they deem fair and reasonable.**** AGAIN ANOTHER COMICAL RESPONSE AS THERE IS NOT EXTERNAL MARKET FOR A TIMESHARE, HENCE THE REASON THEIR SALESMAN HAVE TO LIE AND PRESSURE PEOPLE INTO PURCHASING. WE WERE TOLD THE COMPANY WOULD BUY IT BACK ONLY TO FIND THAT WAS A LIE. THE COMPANY MAY CONSIDER THIS TO BE A FORM OF DEEDED REAL-ESTATE, HOWEVER, WE DO NOT! THERE IS NO REAL ESTATE, SIMPLY A PIECE OF PAPER THAT WE ARE PAYING FOR THAT HAS NO VALUE. IF IT REALLY HAD VALUE, THEY WOULD LET US OUT OF IT AND SELL IT TO SOMEONE ELSE AND RETAIN THE PROFIT. WE HAVENT EVEN USED IT YET HAVE PAID THE LOAN AND MAINTENANCE FOR SEVERAL YEARS. WE HAVE RECEIVED NO VALUE YET THEY HAVE PROFITED SIGNIFICANTLY FROM **. WE WILL NOT CONTINUE WASTING OUR MONEY ON THIS MONEY PIT!!!!

  
  

  Business Response

  Date: 05/22/2024

  At this juncture we may only reiterate that ************* has provided no lucid evidence of malice or misrepresentation that warrants repurchasing her ownership interests.  Member Services consistently provides a high-level of service for our owners with satisfaction rates in the high 80's to low 90's.  I am confident that, given the opportunity, a Vacation Advisor can help ************* maximize the usage of her ownership interests.  

  Ownership interests cannot be cancelled.  If ************* would like to exit her ownership, then she would need to sell her interests to another individual.  The process is no different than selling any other form of deeded real estate.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21707435
  
  I am rejecting this response because:

  Obviously, this is not going anywhere and we are not going to come to a resolution as Vistana expects us to pay for something we can't use and a program that doesn't even resemble what was sold to us and we will no longer do that! I wouldn't put another dime into this company now after the experiences we have encountered not only with trying to book but the lack of the company in trying to come to an amicable resolution. Thank you to the BBB for reaching out and trying to help but it seems a moot point to even try to work with them now. 

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

• Initial Complaint

  Date:04/25/2024

  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 my profound dissatisfaction with my timeshare experience at Vistana and Harborside Resort at ********, which has significantly impacted my family's financial well-being and overall happiness. The initial purchase, facilitated under pressing circumstances by sales representative ***************** in June 2000, has since unfolded into a scenario far from what was promised. We were led to believe in the flexibility, potential for resale, as well as affordability of maintenance fees none of which has materialized as expected. Throughout the years, we have faced insurmountable challenges in exchanging our fixed week during the coveted Gold Season, despite being assured of purchasing within it. The reality of being locked into week 23 without prior knowledge or consent has rendered our timeshare virtually unusable according to our needs. The escalating maintenance fees, which have tripled since our initial purchase, along with the disproportionate rise in ********' services and accommodation costs, have made it impossible for our family to enjoy what was once portrayed as an accessible luxury. Our attempts to mitigate this burden through exchanges within Vistana's network have been met with frustration due to limited desirable options and availability issues. This, combined with the financial strain imposed by exorbitant maintenance fees, has effectively barred us from pursuing other vacation opportunities, diminishing the quality of our family time. Given these circumstances, we urgently seek the cancellation of our timeshare contract. This resolution is vital to alleviate the financial and emotional toll this commitment has exacted on our family for over two decades. This company so far has only brushed us aside and has not taken any action regarding our concerns. We need someone to reach out to us so this can finally be resolved.

  Business Response

  Date: 07/02/2024

  Our records indicate that ********************** purchased his week at ********** Resort at ******** in June of 2000.  For 25 years he has enjoyed the use of his vacation ownership interest.  At the time of purchase,****************** received the reservation rules, program disclosures and costs of ownership as part of his sales agreement.  

  Maintenance fees are determined on an annual basis by the resorts Condominium Ownership Association.  While the ******************* of Directors makes every effort to keep maintenance fees at a reasonable level, several Condominium Associations have been subject to higher resort operational costs attributed to inflation.  Inflation has impacted costs of goods and services, utility rates and labor wages across the industry.  

  ****************** has made reservations in 2024 and 2025, which demonstrates his current use of the ownership interest.  If ****************** would like to relinquish his week at ********************************* at ********, then he is welcome to list it for sale on the external market for a price that he deems fair and reasonable.

• Initial Complaint

  Date:04/21/2024

  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 have been attempting to communicate directly, however after generic auto responses, it seems as though my communication is being ignored. This company has not met the expectations it set forth at time of sale and I have been unable to have any of my concerns addressed including terminating the contract right away. I have never even used the benefits of ownership to this date and have no intention of using it in the future. At this stage I have yet to receive even the gift for attending the presentation. It has all been a completely misleading and fabricated presentation and I am being told that I am just out of luck. The company has provided me with nothing.

  Business Response

  Date: 04/26/2024

  Although we regret ************** dissatisfaction surrounding his February 2022 Sheraton Flex vacation package purchase (****** Home Options), we appreciate the opportunity to respond to his concerns.
  
  Our portfolio has largely been built upon word-of-mouth referrals and existing brand loyalty.  Sales presentations provide information surrounding the latest products and services, offering an opportunity to purchase vacation ownership or enhance existing ownership. There is no obligation to purchase.  In review of the tour incentive records, we reflect the owners receipt of 3 **** gift cards totaling $75.00. 
  Additionally,we reflect that ******* Bonus StarOptions were provided as a purchase incentive (applied to the account on November 2, 2022) with an expiration of December 31,2024.
  
  The account currently reflects your ******* Bonus StarOptions and ****** Home Options available in 2024 (your first year of occupancy for your ownership).  Although Owner Services are a valuable resource for information surrounding the use of an owners ownership, the owners dashboard on www.vistana.com provides a wealth of ownership information and online transaction access.  We were pleased to find that the owner was registered.
  
  In summary, we find that all disclosures, purchase documents, and receipt for timeshare documents exhibit the owners signed agreement, including a 10-day cancellation period. It is the responsibility of the purchaser to review their purchase documents and identify if they wish to continue with their purchase within the cancellation period.
  
  We would certainly welcome the opportunity to assist with the use of ************** vacation ownership, but we find no evidence to support cancellation of the contract or loan obligation.

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21606018
  
  I am rejecting this response because:

  I am writing in response to your recent response regarding my dispute with Vistana Resorts. I must express my disappointment that Vistana did not address the most crucial issues that I have raised. I feel that you have shown little regard for my concerns and the legitimacy of my claims.
  Firstly, I would like to reiterate that I was misled into believing that the gift cards I received were tickets to ******* which was blatantly dishonest. Additionally, I was never informed of the "Club Dues" that I am now expected to pay in addition to maintenance fees, which also seems unethical.  I was never advised on how to use the "points" that were part of the package or how to book a vacation. I was also never sent the promised "booklet" on available locations to book. As a result, I have not been able to utilize the timeshare and thus, it has been of no benefit.
  During the presentation, I was told that it would only take 90 minutes, but it extended to 4 to 5 hours, which used more of my time than I anticipated. 
  I have been keeping my part of the agreement by making sure my payments are current. However, I am appalled that your organization has not kept its end of the agreement per the presentation and lack of customer service.
  Lastly, my personal life has undergone significant changes, and the timeshare is no longer beneficial for me. Therefore, I implore you to provide me with an option to be released from this agreement due to the aforementioned issues.
  I hope that you will take my concerns seriously and provide me with a satisfactory resolution. I look forward to hearing from you soon.
   
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/09/2024

  We appreciate the owners additional sentiment and providing more information surrounding his specific concerns.
  
  At the time the presentation invitation is accepted, participants are provided information regarding the incentive they receive.
  
  In accordance with the Vistana Signature Network Owner Membership Agreement Flex Vacations Ownership Plan, the fees for membership in the Network are disclosed.  At the time of purchase, owners receive copies of the Network Disclosure Guide, the Network Fees Chart, the Vacation Ownership Use Notification, the Network Rules,and the Marriott Bonvoy Points Disclosure Statement all of which are incorporated herein by reference.  The owner ****** accepts and agrees to all terms and conditions set forth in those documents.
  
  In August 2022, email communications were provided to owners and information posted on the owner website announcing that through the affiliation of VSN and Abound,the VSN annual network membership fee and transaction fees, previously paid a la carte, are being replaced with one fee. 
  When club dues are paid and there has not been an opt-out, the following VSN fees will be eliminated:
  VSN membership previously billed with annual maintenance fees
  Additional housekeeping fees associated with multiple reservations (over and above the one housekeeping fee included in the maintenance fee)
  Banking StarOptions
  Reservation cancellations and rebooking fees
  Interval International membership
  Internal Exchanges
  Converting to Marriott Bonvoy points
  Electing, banking, borrowing, or transferring Club Points
  
  The Receipt for Timeshare Documents and **************** Document was provided at the purchase which includes the Florida Multisite Public Offering Statement, governing documents, and reservation rules.  Additional collateral is provided regarding the owners Sheraton Flex Vacation Ownership along with instructions for the owner website (www.vistana.com),providing product information, use guidelines, as well as Sheraton Flex Home Option and StarOption Charts.  Owners may also contact their Owner Services team for assistance in using their vacation ownership.

  While we regret the owners dissatisfaction and the life circumstances that have prompted their cancellation request, our determination has not changed.  We are not agreeable to cancel contractual or loan obligation. 

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21606018
  
  I am rejecting this response because:
  Vistana Resorts,
  Thank you for your response. However, I must say that it sounds a lot like the presentation I received when I was misled into purchasing this timeshare. You're providing me with a lot of information that sounds good and seems legitimate, but it's all smoke and mirrors.
  Despite the fact that I did sign some paperwork, I was under the impression that I was being given honest information by the salespeople. As it turns out, this wasn't the case. I don't even know how to use this timeshare if I wanted to, and I have not and will not use it. What's more, I have no idea what an owner's portal is, which highlights just how little information was given to me at the time of purchase.
  All in all, I was misled with regard to this entire situation. I have not used my timeshare and cannot afford it. I desperately need whatever option is available to me to put an end to this. My request to be released from this agreement is not in dispute about what I signed. It's more about how to revoke that signature and find common ground that's agreeable to both parties.
  I hope we can come to a satisfactory resolution soon.
  
   
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/20/2024

  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 would like to report how unhelpful Vistana has been. Ever since we got the timeshare, we have not been able to travel to any of the places we have wanted to. Even worse, the destination of ***************, which was promised to be added to your collection, is still missing and this was one of the reasons we got the timeshare. Recently, we contacted their exit department for help in closing my account due to the numerous issues we were facing. Rather than receiving the assistance and understanding we expected, we were met with rudeness and an unreasonable suggestion to pay off our loan before they would consider taking back the timeshare. Why should we pay off a loan for a service that does not meet the contractual obligations or the standard of quality they claimed? On top of that, they continue to add on new fees every year for using the timeshare being billed separatelyan addition that was not communicated or agreed upon.Their actions and the poor customer service we experienced are beyond disappointing and unsatisfactory. It feels like a scam rather than a service.

  Business Response

  Date: 04/23/2024

  Considering Mr. ******* owners tenure and brand loyalty since 2015, we sincerely apologize for the owner's dissatisfaction and unfavorable service experience. We truly regret that we have failed to deliver on the owners expectations, but we appreciate the opportunity to look into their concerns.

  At the time of the owners purchase, there were only three component sites in ****************. While there may be anticipation, the ********************** is not currently a component site. Currently, there is not an available update on future Mexico resort components to be added.
  

  The owners usage history reflects travel through the Vistana Signature Nework to resort destinations such as ********************************************************************************************, ****************, and **********************************************************. Additionally, their account reflects StarOption banking transactions and ********************** exchange travel.
  

  We are sorry for their disappointing interaction with our Exit Services team, wherein relinquishment/deed-back of their vacation ownership interest was not possible as there is an active loan and existing financial obligation.
  

  Through the affiliation of the Vistana Signature Network (***) and Abound by Marriott Vacations, the *** annual network membership fee and transaction fees, previously paid a la carte, have been replaced with one fee.
  

  *** members who opt-out will not receive the Abound by Marriott Vacations exchange opportunity or consolidated a la carte fees.  *** members that have voluntary enrollment associated with their vacation ownership interest who do not pay annual club dues will be deemed to have opted out and become unenrolled in *** and unaffiliated with Abound by Marriott Vacation.  These owners will then only have Home Resort usage or the ability to exchange through an affiliated exchange provider (using an individual exchange-provided account subject to payment of a membership fee).
  When club dues are paid and there has not been an opt-out, the following *** fees will be eliminated:
  

  -*** membership is currently billed with your maintenance fees.
  -Additional housekeeping fees associated with multiple reservations (over and above the one housekeeping fee included in your maintenance fee)
  -Banking StarOptions
  -Reservation cancellations and rebooking fees
  -********************** membership
  -Internal Exchanges
  -Converting to Marriott Bonvoy points
  -Electing, banking, borrowing, or transferring Club Points
  

  At the time of the owners purchase, they facilitated a membership agreement with Vistana Signature Network. The network operator enrolled them as a member of the Vistana Signature Network. The terms and conditions of the Vistana Signature Network Disclosure Guide and the Network Rules, including fees, benefits, and reservation procedures, are subject to change by the network operator without advance notice.
  In reviewing the account status, there is a past-due balance on the annual association dues for 2023 and 2024. The loan is current, with the net payment due on May 5, 2024.
  

  Again, we sincerely apologize for the owners dissatisfaction, but we are unable to cancel the closed contract or disregard the loan obligation.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21602928
  
  I am rejecting this response because:

  We are disappointed and dissatisfied with Vistanas response and with the circumstances surrounding our timeshare agreement. We made an investment based on promises yet to be fulfilled as part of our agreement with them. While we diligently kept up with our payments, our experience has fallen short of the quality service we were led to expect.
  It is hard not to feel penalized for our financial responsibility. We believe that faithful customers should not be put at a disadvantage. In contrast, it seems that those who opt to default on payments are provided a means of exit, albeit unwelcome, while we are left with no viable options. Being asked to pay more money to exit the plan feels unfair, especially when we've upheld our end of the deal so far.  We feel that there should be an option for us to part ways without paying in full for something we will no longer own or defaulting and ruining our credit. 
  We kindly request them to reassess our situation and provide a fair and reasonable exit plan. We believe its necessary for a reputable company to consider the interests of its customers and not just its bottom line.
  We look forward to hearing from Vistana soon about a suitable resolution that respects our past and future commitments.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/03/2024

  We appreciate ******************** additional sentiment and regret his ongoing dissatisfaction, but for the reason's outlined in our initial response, we are not agreeable to cancel the purchase or the loan obligation.  

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21602928
  
  I am rejecting this response because:

   

  We are still in disagreement with Vistanas response to our concerns. One of the key issues we have, is the supposed 'upgrade' we were offered. We were told this would provide us with numerous benefits and advantages. However, upon review we have found that these benefits were grossly overstated and did not live up to the promises made. The fact that we are now being asked to pay an undue amount for this so-called 'upgrade' is disheartening and unjust.
  Additionally, their proposed solution to stop payments in return for a deed in lieu is again, not only impractical but harmful to our credit status. This is a serious issue for us and it's concerning that you would offer such an option without considering the negative impacts it would have on your clients.
  What we find most frustrating is the lack of alternatives or solutions Vistana offers to their owners who, for a variety of reasons, need to terminate their contracts. The fact that we must either ruin our credit or continue to pay for a service we are not satisfied with is unacceptable.
  It's clear to us that the only entity benefitting from this situation is Vistana, as we continue to pay for services we are not enjoying. This situation is not only unfair, but it feels like a scam, and we demand a solution that works to our benefit just as much as it does yours.
  We urge them to reassess our situation, consider our grievances and provide us with a more reasonable and equitable solution. We sincerely hope they will take this feedback into consideration and act accordingly to resolve this issue. 
  
  Regard's,
  
  *********************

• Initial Complaint

  Date:04/14/2024

  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 my deep disappointment with Vistana. Despite numerous attempts to contact them regarding the termination of my timeshare for valid reasons, I have faced mental and financial strain due to their unethical sales practices. We were misled about maintenance fees being waived upon upgrading, which was untrue. Even when I explained my father's health challenges and our financial struggles, there was no response. With my father's recent passing and my mother's declining health, I urgently seek your help in canceling this timeshare.

  Business Response

  Date: 04/22/2024

  Although we regret Mr. and Mrs. ******* dissatisfaction surrounding their December 22, 2021, Sheraton Flex vacation package upgrade purchase, we appreciate the opportunity to respond to their concerns. We reflect the owners prior Sheraton Flex purchase in May 2019. Additionally, we are sorry to hear of the unfavorable personal and financial circumstances. We extend our deepest condolences for the loss of their father and the illness of their mother. 

  For more than three decades, our portfolio has largely been built upon word-of-mouth referrals and existing brand loyalty.  Sales presentations provide information surrounding the latest products and services, offering an opportunity to purchase vacation ownership or enhance existing ownership. There is no obligation to purchase

  The owners use history reflects reservations at Sheraton Vistana Resort,StarOption banking, and ********************** exchange assignment.  For the 2024 use year, we reflect a balance of ****** StarOptions available, which the owners may bank or assign to ********************** to extend the usage timeframe.

  In reviewing the documents associated with the purchase, we note that the terms were appropriately disclosed. The signed agreement to the terms of the contract included the purchase price, loan interest rate, term, and monthly payment.

  One of the purchase disclosures is the Vacation Ownership Use Notification,which indicates the current years annual assessment and the owners responsibility for paying assessments of annual expenses (including real estate taxes). Additionally stated is that the current amount of the annual assessment listed is subject to change each year, as determined by the association. The account reflects the posting of a maintenance fee upgrade credit of $928.33,applied in February 2022.

  In summary, we find that all disclosures, purchase documents, and receipt for timeshare documents exhibit the owners signed agreement, including a 10-day cancellation period. It is the responsibility of the purchaser to review their purchase documents and identify if they wish to continue with their purchase within the cancellation period.

  We would certainly welcome the opportunity to assist with the use of their vacation ownership, but we find no evidence to support cancellation of the contract or loan obligation.

  Again, we are sorry for their personal family circumstances and wish them well.

  Customer Answer

  Date: 04/24/2024

  To: BBB
  From: ***** & *********************
  Re: Complaint ID#:********
  Marriott mentioned in their response about one specific incident, and that we were given full disclosure.  We have not used the Timeshare, due to the availability and we want to make that clear. I want to make you aware that we have serious medical concerns that prevent us from traveling. We simply have no use for this Timeshare, and the financial burden it places on us is unjustified. It's also concerning we were only given about 20 minutes to review and sign the paperwork after being at the Presentation for over five hours. This is not a fair or ethical business practice. We did not submit our request to the BBB for you to respond and advise on what happened; yet to provide the option where this agreement is reversed. We will await the paperwork to complete the reversal of the agreement and hope that will come to us timely.
  Thank you.
  ***** & *********************

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21575211
  
  I am rejecting this response because:

  
  Marriott mentioned in their response about one specific incident, and that we were given full disclosure.  We have not used the Timeshare, due to the availability and we want to make that clear. I want to make you aware that we have serious medical concerns that prevent us from traveling. We simply have no use for this Timeshare, and the financial burden it places on us is unjustified. It's also concerning we were only given about 20 minutes to review and sign the paperwork after being at the Presentation for over five hours. This is not a fair or ethical business practice. We did not submit our request to the BBB for you to respond and advise on what happened; yet to provide the option where this agreement is reversed. We will await the paperwork to complete the reversal of the agreement and hope that will come to us timely.
  Sincerely,
  
  **** and ***********************

  Business Response

  Date: 05/08/2024

  At this juncture we may only reiterate that ***************** has provided no lucid evidence of malice or misrepresentation to have occurred during any of her past purchases.  ***************** has purchased more than once, and she has used her ownership interests in the past for its intended purpose.  Reservation requests are subject to availability and may be requested up to one year in advance.  While it is not necessary to make reservations one year out, this may be necessary in the event that owners are requesting peak travel dates/locations. 
  

  All of the financial obligations that coincide with ********************* last purchase were disclosed and agreed to in writing.  Unfortunately, it is not possible to simply cancel a deeded real-estate contract.  There is a mortgage balance that must be satisfied prior to the ownership interests changing hands.  ***************** is welcome to list her ownership interests for sale on the external market in an effort to satisfy the mortgage lien and transfer ownership to a new purchaser.

  Customer Answer

  Date: 05/23/2024

  Vistana Resorts,
  I am appalled by your response to my BBB complaint. Your assertion that no misrepresentations occurred is simply not true. Your sales representative, ************, made false promises regarding the selling of our points on ***** This was a blatant misrepresentation, as it is clearly forbidden in your company's agreement.
  Also, we were misled to believe that purchasing additional points would ensure greater availability when booking stays, yet we have had no luck in booking any properties except ******* with the extra points. We have spent thousands of additional dollars just to go to other places because there were no properties available. This is yet another instance of your company's verbal misrepresentation.
  Your claim that costs would not increase excessively was also a false promise, as we have experienced drastic increases in costs since signing the contract. It is clear that your company values sales over transparency and honesty.
  Please remember that a verbal agreement is still a valid agreement and your company's salespeople should not be making false promises to customers. It is unacceptable that your corporate office hides behind the written agreement after customers have been misled.
  Financially, it is simply not feasible for us to continue with the timeshare. We need to be released from this contract. I appeal to your sense of fairness and urge you to do the right thing.
  Regards,
  ***** & *********************

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21575211
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 5/23/2024 4:40:01 PM
  Vistana Resorts,
  I am appalled by your response to my BBB complaint. Your assertion that no misrepresentations occurred is simply not true. Your sales representative, ************, made false promises regarding the selling of our points on ***** This was a blatant misrepresentation, as it is clearly forbidden in your company's agreement.
  Also, we were misled to believe that purchasing additional points would ensure greater availability when booking stays, yet we have had no luck in booking any properties except ******* with the extra points. We have spent thousands of additional dollars just to go to other places because there were no properties available. This is yet another instance of your company's verbal misrepresentation.
  Your claim that costs would not increase excessively was also a false promise, as we have experienced drastic increases in costs since signing the contract. It is clear that your company values sales over transparency and honesty.
  Please remember that a verbal agreement is still a valid agreement and your company's salespeople should not be making false promises to customers. It is unacceptable that your corporate office hides behind the written agreement after customers have been misled.
  Financially, it is simply not feasible for us to continue with the timeshare. We need to be released from this contract. I appeal to your sense of fairness and urge you to do the right thing.
  Regards,
  ***** & *********************

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

  Business Response

  Date: 06/05/2024

  Although we regret the owner's ongoing dissatisfaction, we are not agreement to cancel their contract or disregard their financial obligation.  As previously conveyed, the owner agreed to the terms of the purchase and had a 10-day cancellation period to ensure that such terms aligned with their understanding.  Our position on the matter has not changed.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21575211
  
  I am rejecting this response because of the misrepresentation that took place during the sale at Vistana.

  To Vistana: It is incredibly disheartening that you are unwilling to take any responsibility for the misinformation that we made you aware of.

  We understand that we signed the agreement and that it is a financial obligation, however, we were led to believe that the agreement was something other than what it actually entails. The salesperson that we dealt with provided a brief summary of each line item that we initialed, but unfortunately, major components were glossed over and there was no time allotted for us to take a closer look at the agreement or seek help to understand any of the verbiage that we did not understand.
  It is unreasonable to expect us to be experts in the timeshare industry, and to understand every nuance of the agreement without any help especially when the salesperson was sitting next to us and guiding us in what to initial or not.
  We are hopeful that we can come to a settlement that is fair for both parties, as we do understand that we signed the agreement. However, it is our sincere belief that the agreement that we signed was based on misinformation and therefore not an accurate representation of what we were agreeing to.
  We urge you to reconsider your refusal to release us from our agreement, and to work with us in good faith to reach a mutually satisfactory resolution.
  Sincerely,
  ***** & *********************
  

  
  

• Initial Complaint

  Date:04/09/2024

  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.

  Felt pressured into purchasing a contract by their salesperson. Now, we are experiencing severe financial hardship and are unable to keep our ownership. This, coupled with the constant and unexpected fees they continue to impose on us, has left us feeling overwhelmed and helpless. Despite communicating our situation, Vistana remains unresponsive and insensitive to our predicament.It continues to confound me how they deemed it reasonable to deny any form of assistance or flexibility in these hard times. Instead, adding insult to injury, we are continually requested to discharge more money - funds we genuinely do not have. This level of service is not only unprofessional but also unethical.

  Business Response

  Date: 04/15/2024

  In review of Mr. ****** account, we reflect an upgrade Sheraton Flex vacation package purchase on August 10, 2021. Prior to that purchase, the owners original Sheraton Flex vacation package purchase was on July 31, 2017.

  We regret the owners desire to cancel their purchase, but we understand that life circumstances change. We are sorry for the financial hardship ************** is experiencing.
  In review of the owners communication with Exit Services in March 2024, he was informed of a deed-back offer for first-year occupancy in 2025, but this would require the loan to be paid in full.

  Although it is certainly our desire to assist all our owners whenever possible, we currently do not have a loan forgiveness or loan deferment plan that we can offer.
  If the account should become more than 120 days past due on the loan, the default process would begin, wherein Financial Services may offer the owner a deed-in-lieu of foreclosure.

  Again, thank you for the opportunity to respond.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21550805
  
  I am rejecting this response because:

   

  To whom it may concern, 

  I do not find Vistanas response satisfactory as what they are suggesting would cause great damage to my credit score, which is unfair considering that this company has already wronged me. I find it hard to believe that the only 2 options for me are to pay them thousands of dollars for something I will no longer own or to not pay them at all and in 120 days they let me out for free. It is not free if it will cost me my credit score. I urge Vistana to explore a mutual solution for both parties as their current suggestions seem to only benefit them.

  
  Sincerely,

  *************************

  Business Response

  Date: 04/23/2024

  We are sorry for the owner's continued dissatisfaction, but we are unable to provide a cancellation of his purchase.

  Although we are committed to serving all owners with their vacation ownership needs, we must ensure that the terms of the purchase are applied consistently. We regret the owner's circumstances, but we cannot disregard the contractual obligation and terms of the secured loan.
  

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21550805
  
  I am rejecting this response because:

  I find that Vistanas response does not help or solve anything. Again, I feel unjustly penalized for being responsible and keeping up with my payments and I believe that the situation has been handled in a manner that is not fair to me and my situation.  I kindly request that Vistana provide me with a fair exit strategy. This plan should not obligate us to fulfill the payment in its entirety or place us in a position where my credit is jeopardized. I strongly urge them to take our concerns into consideration and demonstrate the high standards of customer care that a company like theirs is supposedly known for. We are hopeful for a timely resolution that respects the interests of both parties. 

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

• Initial Complaint

  Date:04/02/2024

  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.

  On March I I paid through **************** a maintence fee of 412. dollars through vistana secure online server. On March 18 vistana sent me aletter of denial of service(timeshare). and the threat ofcollection agency, interest, and legal fees. Through muliple phone conversations to their advisers.there I faxed on March 25 proof of payment.to their financial service department. No response from any one.They list a ************************* as a director of customer care. who I dont believe exists because they have no customer care.so whats next a letter to the *** or board of directors telling them how imcompetent their employees are.

  Business Response

  Date: 05/06/2024

  From: ************************** (MVCI)
  Sent: Monday, May 6, 2024 4:06 PM
  To: ******************** <******************>
  Subject: MVW Customer Advocacy
  
  Good afternoon ****************,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau. 
  
  I am so sorry to hear about your frustrations pertaining to 2024 maintenance fees and club dues billing.  I reviewed your account today and it appears that you are current as of last month.  Please let me know if you have any additional questions or concerns in relation to your 2024 maintenance fee payments.  I am happy to liaise with our financial services office as needed to assist you.
  
  Best regards,
  
  
  
  
  MARRIOTT VACATIONS WORLDWIDE
  *************************
  AVP, Customer Advocacy
  customer Advocacy
  
  T ************
  
  **********************************************************************

• Initial Complaint

  Date:04/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went online to pay my Vistana dues (****************** Ocean Resort villas) in January by charging it to my Amex Marriott Bonvoy card. Towards the end of the process the website froze. I wasnt given credit by Vistana for my payment but the charge went through on my Amex card. I waited a couple of days to see if the charge reversed, it didnt. I emailed customer service about the issue. They never responded. After waiting for a response I gave up and called customer service and explained what happened. They told me to write the finance department and send them proof that the charge went through. I did so but never heard back from them. After almost a month I contested the charge with **************** and they immediately took the charge off my bill. I then turned around and through the Vistana app I paid my annual fees again. This time it went through and I got confirmation from Vistana that it was paid. I assumed everything was ok but weeks later I went into the app to look at booking my timeshare and I saw a red banner that my fees were late. They reversed the payment on their end but it was still on my Amex card. Since then my wife and I have called customer service numerous times. They say that they can see that it is paid but only the finance department can make the adjustment. Supposedly they have sent the finance department everything and have asked them to adjust my account. They said that it should take 5 to 7 days. It has been about a month and the only official notification that we have received is a certified letter denying us usage of our timeshare and just the other day an e-statement with a link for us to go online and pay our dues. Note, I have already paid Amex so I am out of pocket on this payment. The case # is ******** for contract #******. The email with the link for us to go online was received after this case number was setup.

  Business Response

  Date: 04/03/2024

  We are sorry for the owner's dissatisfaction surrounding payment of his annual maintenance fee but pleased for the opportunity to look into the matter.  

  Although review of the account reflects a double payment posting on 2/5/24, we have confirmed only one credit card charge for the annual maintenance fee payment for 2024.  Correction to the account was made by Financial Services and the account is current (with late fees and interest having been waived).  The owner may disregard the denial of use notice as the 2024 annual maintenance have been paid in full.

  As a sincere gesture of apology, arrangements have been made to deposit 30K Marriott Bonvoy points into ****************' account ending in *****7078.  He may anticipate completion of the Bonvoy point deposit within 3 business days.

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21517020
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 4/3/2024 1:15:24 PM
  

  After fighting with them for 2 months they finally wiped out my account balance this morning.  However, they also removed my Star Points balance so even though they have acknowledged payment I still can't use the timeshare this year since they took back my ******* point balance.

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

  Business Response

  Date: 04/04/2024

  In review of ****************' account, we do reflect availability of ******* StarOptions for the owner's 2024 use year.  The owner may view (or transact using) his StarOption balance online at www.vistana.com on his owner dashboard.  The owner was also provided with his Marriott Bonvoy point balance.

  As our office is in contact with **************** directly, we offered further assistance if needed.

• Initial Complaint

  Date:03/24/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vistana processed two maintenance due payments on 09/27/23: $1142.23 from NCSECU and $1142.23 from ********** We did receive a refund on the ********* for $1142.23.Per NCSECU, $1142.23 was paid from our account #****. They researched the account and did not find a refund sent to the same account from **********************. NCSECU mailed researched information to directly to Vistana reference case #********. We faxed same information referencing same case number. We had numerous case numbers trying to resolve this issue since September 2023.Vistana is not crediting our account for maintenance dues were paid up for 2024 from the NCSECU payment.Now we received a Denial of use notice. We have reservations and plane tickets for a May vacation for Mothers Day.All we want is our account ****** to show maintenance dues were paid on time.

  Business Response

  Date: 04/09/2024

  We are sorry to learn of Ms.********* ******* dispute but are pleased to look into the matter.

  In review with Financial Services, we reflect two *******s of $1142.23 provided by ******************** (one ******* by **** and one by bank check).
  A credit card refund was completed to the **** card on December 29, 2023.  Additionally, a chargeback was also facilitated on the same **** card on January 1, 2024.
  

  Although ******************** made a ******* by check, there were two refunds facilitated (credit card refund and chargeback) which resulted in a balance due on the account.
  

  Payment is required to bring the account balance current, and we would waive any existing late fee or interest.

  Customer Answer

  Date: 04/14/2024

   
  Complaint: 21480422
  
  I am rejecting this response because:  receiving conflicting information.  *****, your resolution supervisor, has been working on this and sent a message to your finance department on 04/03/24 to resolve.  

  I called in on 04/08/24 and told ***** that $1,142.23 was deposited in the NCSECU #**** bank account 04/05/2 - Credit Memo:ACH ADJUSTMENT 9/27/23 OPERATIONS CENTER.  ***** instructed me not to pay anything yet until he say so and asked for couple more days to straighten things out.  

  I called in 04/10/24, ***** mentioned the finance department added a note that I now owe over $2k and that is definitely not correct.  He is going to involve his supervisor to help him since the finance department is making this situation worst.  ***** said he will call me 04/12/24 with an update.  Also, he guaranteed we will have no problem going to ****** because this issue will be resolved by May 13, 2024.  I truly hope so because we have done nothing wrong and I have been working on this issue since September, 2023.  Time is running out!!!!!  

  I called again on 04/12/24, spoked to *****.  He chatted with ***** and still waiting on the finance department to retrieve the chargeback money for the holding bank.  Again, ***** asked me to wait a couple more days.  If I don't hear from him by Tuesday, 04/16/24, I will call again!!!!! 

  When will this nightmare end?  Please resolve.  

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

  Business Response

  Date: 04/29/2024

  Our Financial Services team has confirmed that the owner has received a credit card refund as well as a credit from a charge-back that the owner filed. The owner may verify receipt of said credit and charge-back with her merchant bank.

  Again, although ******************** made a payment by check, there were two refunds facilitated (credit card refund and chargeback) which resulted in a balance due on the account.
  

  Payment is required to bring the account balance current, and we would waive any existing late fee or interest.

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21480422
  
  I am rejecting this response because: your employee, ***** - resolution supervisor, told me NOT to pay anything until I heard from 'HIM'.  He did call me on 4/19/24 and said the finance department was still working on this.  Please tell him to call me so payment can be made and insure penalties/interests are removed.  

  I have been waiting for MONTHS to have this issue resolved and as ***** said he didn't want me to do anything to complicate this situation further.  

  I am waiting on *****'s call.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/30/2024

  Please ask Vistana if they retrieved the chargeback from the 79J CITI **** holding account.  **** stated the monies will be held there for 180 days.  That's where the extra monies are.  I, the customer, cannot retrieve it; only ********************** ****************** can do it.  

  Business Response

  Date: 05/15/2024

  Our records indicate that ******************** still has an unpaid maintenance fees balance for the 2024 use year.  Here is a summary of debits and credits made on his account over the past several months. ******************** still owes his 2024 maintenance fees payment.

  Credit Card Payments/Refunds:

  9.25.23: $1,142.23 payment received

  10.18.23:  -$1,142.23 payment refunded

  12.1.23: $1,142.23 payment received

  12.29.23: -$1,142.23 payment refunded

  12.31.23: -$1,142.23 payment refunded again via a credit card chargeback initiated by owner.  Account is now in a deficit negative $1,142.23

  2.22.24: $1,142.23 Chargeback reversed bringing the account to original $1,142.23 owed.

  Automatic Check withdrawal payments:

  9.25.23: $1,142.23 payment received

  4.8.24: -$1,142.23 payment refunded

  Customer Answer

  Date: 05/15/2024

   
  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.  Please have *****, the Vistana's Resolution Supervisor, to call me so I can make the payment.  Thanks! 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been misled by the Sheraton Vistana sales representatives in so many ways and we no longer want to have any association with this timeshare that we sold as a vacation club and not a Timeshare. We no longer want to be stuck in the excessive monthly payments and annual maintenance fees that increase excessively every year and to know that our Children should something happen to us, would be burdened with not only the cost, but also the harassing sales pitches and coercion to go further in debt every time they visit these resorts.

  Business Response

  Date: 03/24/2024

  We are sorry to hear of ************** dissatisfaction with her January 2 2022 Sheraton Flex vacation package upgrade purchase.  Additionally, we reflect the owners prior Sheraton Flex purchases in 2019 and 2021.
  
  For more than three decades, our portfolio has largely been built upon word-of-mouth referral and existing brand loyalty.  Sales presentations provide information surrounding the latest products and services,offering an opportunity to purchase vacation ownership or enhance existing ownership.  There is no obligation to purchase.
  
  The owners use history reflects reservations at Sheraton Broadway Resort, Sheraton Vistana Resort, and Sheraton Vistana Villages. For the 2024 use year, we reflect a balance of ****** StarOptions available (from the total annual  110,000 StarOptions).
  
  In review of documents associated with the purchase, we note that the terms were appropriately disclosed.  Signed agreement to the terms of the contract included the purchase price, loan interest rate,term, and monthly payment.
  
  One of the purchase disclosures is the Vacation Ownership Use Notification which indicates the current years annual assessment and the owners responsibility for paying assessments of annual expenses (including real estate taxes).   Additionally stated is that the current amount of annual assessment listed is subject to change each year, as determined by your association.
  
  The Purchasers Acknowledgement discloses that reservations through the Vistana Signature Network are confirmed on a first come, first served basis, subject to the reservation rules, the number of points required to reserve a particular vacation unit at a particular resort property.
  
  In summary, we find that all disclosures, purchase documents, and receipt for timeshare documents exhibit the owners signed agreement, including a 10-day cancellation period.It is the responsibility of the purchaser to review their purchase documents and identify if they wish to continue with their purchase within the cancellation period.
  
  We would certainly welcome the opportunity to assist with the use of their vacation ownership but find no evidence to support cancellation of the contract.