Complaints

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

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• 

  Vistana Signature Experiences

  9002 San Marco Ct Orlando, FL 32819-8600

• 

  Vistana Signature Experiences

  9002 San Marco Court Orlando, FL 32819

• 

  Vistana Signature Experiences

  15620 N. Clubgate Drive Scottsdale, AZ 85254

• 

  Vistana Signature Experiences

  1100 W. Grove Parkway #100 Tempe, AZ 85283

• 

  Vistana Signature Experiences

  PO Box 204491 Dallas, TX 75320-4491

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of ************************************* ******* through a promotion sent to ** by Sheraton. A condition of the promotion was that we sit through a presentation as they pitched us an opportunity to become an "owner" of Sheraton property and save money on vacations in the future. We were separated from our children despite us insisting that we preferred to have them in the room with us, they kept them in a separate room the entire presentation which stressed us out from the beginning.We expressed disinterest after the presentation and then we were presented with 2 other salespeople who continued to pitch us on all the benefits of ownership including the potential for investment, assurance that we could resell our ownership, assurance that Sheraton would buy back our ownership of we were unhappy and other benefits including discounted stays all over through their program.Over the following year we tried to reach out multiple times with questions as concerned as we tried to use our ownership and were unable to actually book anything, but we were unable to reach any of the contacts we were given and our messages were left unreturned. In May of 2023 we took a trip to ******* through a Sheraton resort, separate from our membership and upon check-in we were told we needed to attend a member update regarding the merge of the Sheraton program with Marriott and Westin programs into one new program. We were then told that the package we previously purchased was essentially useless under the new program and that our options were to upgrade or be left with a valueless package that we would continue to pay on. Upon further research we discovered that this ownership includes compounding maintenance fees that aggressively increase annually, and that refinancing to a cheaper interest rate was far from as simple as they promised. Overall we feel very frustrated and that we were preyed upon and we have this expensive "ownership" that we are unable to use.

  Business Response

  Date: 03/12/2024

  We are sorry for the owners dissatisfaction with their Sheraton Flex vacation package ownership and regret the owners unfavorable sales experience.  Although we reflect prior response to their concerns by ***********************, Customer Advocacy Manager, we appreciate the opportunity to provide additional review of their concerns.

  Sales presentations provide an opportunity to highlight products and services so owners may determine if they wish to purchase or enhance their existing ownership.  The decision to purchase is voluntary.

  In review of the purchase history, we reflect the initial annual Sheraton Flex vacation package purchase on November 8, 2021, of 25,800 Home Options with a first-year use of 2023.  An upgrade purchase of an annual ****** Sheraton Flex vacation package was facilitated on May 7, 2023, with a first-year use of 2024. As the owners had not utilized their original 2023 use year, the annual assessment paid was credited to the annual assessment on the new upgraded purchase.

  As a first day purchase incentive, ****** Bonus StarOptions were issued on June 11, 2022, for the original purchase in 2021.  An additional ****** Bonus StarOptions were issued on January 24, 2024, as a first day purchase incentive for the May 2023 upgrade.  The current usage balance on the owners account reflects a total of ******* StarOptions available for use in 2024 (135,600 Bonus StarOptions and ****** StarOptions from 2024 use year).  Owners may either contact Owner Services for information regarding the use of their vacation ownership or access their owner dashboard on www.vistana.com which provides information regarding benefits of their ownership and the ability to transaction online reservations and usage options.

  On August 9, 2022, an announcement was made of the affiliation of the Vistana Signature Network (***) with Abound by Marriott Vacations, the internal exchange program previously available only to Marriott Vacation Club Owners.  The affiliation enabled *** members to elect their eligible vacation ownership interests to receive club pints.  The affiliation also provided a new owner benefit level for *** members resulting in your Executive owner benefit level with Marriott Vacations Worldwide. Abound was officially launched in November 2022 which enabled *** members to elect their StarOptions for club points (beginning in their 2023 use year). This was in conjunction with the consolidation of club dues which replaced the former *** ala carte transaction fees.
  
  Documents associated with the owners upgrade purchase exhibits the owners signed agreement. Additional disclosures included the ******* Multisite Public Offering Statement, Vistana Signature Network Disclosure Guide, and the ******************** Disclosure Guide for Abound by Marriott Vacations Exchange Program.  The Purchasers Acknowledgement also conveys that the Network Operator has an affiliation agreement with the ******************** that gives network members the opportunity to exchange into other properties and usage opportunities affiliated with the Abound by Marriott Vacations.  Vistana Signature Network members were also provided communications and online announcements/information surrounding the Abound program beginning in August 2022.  A part of the affiliation with Abound was the consolidation of club dues (replacing the ala carte transaction charges of the Vistana Signature Network membership) which the owner paid in April 2023.
  
  Also disclosed to the owner at the point of sale was that the purchase of a vacation ownership interest is not intended as an investment for profit but is for personal use and enjoyment.  The owner acknowledged and agreed that the seller has made no representations regarding the vacation ownership interests potential for future profit, rental potential, tax advantages, depreciation, investment potential or other monetary or financial advantage.
  
  The owner further acknowledged understanding that they may rent their reserved vacation period at any time, however, seller does not provide any form of rental program.  They may sell or transfer their vacation ownership interest, but they must do so on their own as the seller does not offer any resale program or service of any kind.  The sale of their vacation ownership interest however is subject to the sellers Right of First Refusal as further detailed in the Declaration and their vacation ownership deed.  Lastly acknowledged is that the seller is not required to provide purchaser with (and is not providing) a loan estimate.  For sales of vacation ownership interests which are financed, purchaser acknowledges receipt of the Closing Disclosure Form.
  
  In summary, we find that all proper purchase terms and disclosures were provided and exhibit the owners signed understanding and agreement.  We respectfully decline their request for cancellation and refund but encourage the owner to utilize and access the benefits of their vacation ownership.

• Initial Complaint

  Date:02/29/2024

  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.

  I have been trying to file a complaint with Vistana/Marriot for a while now, ***** the manager said he would get back to me and assist me in filing the complaint about the numerous lies that we were told when we upgraded our timeshare. I have now called 5 days in a row and have left messages and they are not returning our calls and assisting us. When you purchase a product or service you should receive what you were told you were purchasing. This is not the case with Vistana/ Marriot. I am not sure how this is legally allowed and how these companies are backed. Our salesman made numerous promises to my husband and I that are not happening. Timeshares could be a great thing for families if companies were not allowed to manipulate and deceive people. How does the BBB allow this to happen. I just want the things I was promised when purchasing my timeshare. I am not sure how Marriot/Vistana can get away with this. What rights do the consumers have?

  Business Response

  Date: 03/14/2024

  Im sorry to hear this guest feels misled. While I am not sure why they feel misled, we do provide the full details of the agreement within the purchase documents to ensure guests understand what they are purchasing. If this guest would like to discuss this further, we recommend they call the Customer Advocacy team at ************.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21368337
  
  I am rejecting this response because: We were told many things by our sales agent, I have called and discussed with *****, and he advised us that our sales agent was on an LOA, and that he would look into our complaint. He has not returned any phone call. I have called numerous times. We were told that our credit card point ratio was going to much higher then it is. We were told that we can use our options to pay our maintenance fees. We were never told that we were have a period to move our options to Marriott points, so missed that window. Why did we upgrade to Marriot to just be told we can not use any Marriot resort because we have them showing as Sheraton Options. Our agent was rude and abrupt and made false promises in turn tricking us to upgrade. The things that were promised have not happened and we were falsely led into what we were receiving. I will not be calling the number provided due to trying to call numerous times and no ones ever calls back or takes care of any issue that is brought to your attention. Misleading individuals to purchase a product/service is an illegal act. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/25/2024

  We provide the full details of the agreement in the purchase documents to ensure all parties understand and agree with the terms and conditions of the purchase. All new purchasers are given 10 days from the date they sign the agreement to review it either on their own or with an attorney. The Marriott credit card is offered through a separate company, and guests who sign up for the card are provided with details such as how many points will be earned for different purchases during the application process. I understand the guest missed the opportunity to convert the ownership to Marriott points. The guest has the ability to convert the next year's usage to points and use them this year.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21368337
  
  I am rejecting this response because: We already had the card offered by *******, and were given false information by *************. Also please proved me the agreement I have signed stating that I had a window to convert my options to points. I also would like to know about the using points to pay for maintenance fees we were told could take place. This is against the law to lead with false information when getting a consumer to purchase a product or service. ***** told us he would get back to us and provide us with all the information we were requesting and he has not. How does a company have the right to not provide information when being questioned about false information given, I want our ownership to go back to before the upgrade, everything promised to get us to upgrade has been false and this is against many laws, I do not want to have to get legal council involved. I just want to the services promised to us or our membership brought back to before the upgrade. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/28/2024

  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.

  My wife and I attended an owner update Oct. 31,2024 with (as usual) no intention to upgrade. We endured a over 3-hour sales presentation where the benefits of adding another ****** options were presented. We were also told during owner update that if I applied for an AMEX Bonvoy Credit Card we could earn over ****** Bonvoy points by paying loan off early using Bonvoy Card with 0% interest for 15 months and no annual fee for the first year. The allure of the ****** plus Bonvoy points with 0% interest for 15 months (I fully intended to pay card balance in 12 to 15 months as I have done in the past) and no annual fee for 1st year made the deal for me. When I received my 1st Bonvoy Credit Card statement a $250.00 annual fee charged was included on statement. When I received 2nd months statement none of my 1st months payment was applied towards annual fee amount and I was charged interest on the $250.00 amount. I called credit card company to complain they agreed to put me in a different Bonvoy Card with $95.00 annual fee. While getting things straightened out with AMEX Bonvoy my 1st Vistana Loan payment became due. I did not want to be late with my loan payment, so I paid it using a different Bonvoy Card fully intending to still pay loan off in full using 0% AMEX Bonvoy Card once I was sure my statement balance showed 0 or less. I attempted to pay my loan off with my AMEX Bonvoy card before due date on Feb. 5th but was told I couldn't use card to pay balance off or even to pay extra towards principal. I'm being cheated out of ****** Bonvoy points and forced to pay thousands of dollars in interest because of Vistana refusing to allow me to pay loan off with AMEX Bonvoy card. I'm a long-time owner that has had a good relationship with both Vistana and ******. I hope we can come to satisfactory resolution of this matter. I've reached out to many Vistana departments including sales team leader and exit services but haven't received any contact back.

  Business Response

  Date: 03/09/2024

  We reflect previous response to the owner's concerns from *****************, Customer Advocacy Manager, who upon review with Financial Services leadership, determined that the first payment was due on January 5, 2024.  The policy states the owner has until the day prior the first payment due to payoff using a credit card.

  Considering the owner's loyalty and any misunderstanding surrounding the terms and conditions of the co-branded **************** card that the owner applied for, arrangements have been made to deposit ****** Marriott Bonvoy points into account ending in *****4991.  Please allow 3 to 5 days for completion of the point deposit.

  We appreciate the opportunity to respond to the owner's concerns.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21362502
  
  I am rejecting this response because: While I'm grateful that ***** Bonvoy points have been deposited in my account. I'm also glad you recognize my loyalty as a longtime owner that has upgraded several times over the years, What I don't understand is why Vistana/Marriot is making it so difficult for me to pay my loan off. I asked the sales rep at owner's update 'what about the annual fee?" when presented with the idea of paying off my loan with a new co-branded **************** Bonvoy card. The sales rep responded, "no annual fee for first year". This turned out to be a false statement. What added insult to injury was the fact that the annual fee did not qualify for 0% interest, and it would be the last charge to come off the bill. Had this been revealed to me at time of sale I would have put 10% on a different Bonvoy card or may not have made purchase at all, I'm asking that Vistana/Marriot make an exception and allow me to pay off my loan using my **************** Bonvoy card. I'm prepared to pay half my balance off immediately from my bank account since I've already received ***** Bonvoy points. I only ask that you allow me to pay off the remainder of the balance using my **************** Bonvoy. card  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/24/2024

  We appreciate the owner's further response and sentiment.  Although we regret the owners continued dissatisfaction, we apply the payoff policy to all owners and therefore we are not agreeable to allow credit card payoff payment.

  It is our hope that the gesture of Bonvoy points served as demonstration of our commitment to the owners satisfaction.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21362502
  
  I am rejecting this response because: While I appreciate the gesture of Bonvoy points as a demonstration of your commitment to owners' satisfaction I find this gesture to be woefully in adequate. I also appreciate the fact that you want to treat all owners alike. But unless all owners or potential owners are told falsely during sales presentation that there would be no annual fee for first year if approved for AMEX/Bonvoy cobranded card I feel there are some extenuating circumstances that should be considered. I feel the sales rep either made false statement intentionally to be compensated for getting a new card member to sign up or sales reps aren't properly trained by the company. The bottom line is that had the false statement not been made to me the sale of ***** options would not have happened. I don't understand why a company that prides itself in its commitment to owner's satisfaction will not take into consideration the circumstances surrounding this sale. First of all, if I had been told that I would be charged an annual fee upon approval and that the annual fee (that I was falsely told would be waived the first year) was exempt from 0% promotional rate I would have put 10% down payment on a different Bonvoy card. Second, if the initial credit limit I received from Bonvoy/AMEX had not been so low (I have exceptional credit) I would have put the entire purchase amount on the new AMEX/Bonvoy card. I'm only asking that you give me the same consideration you would have given me the day of sale or any time before 1/5/24 because of these well documented issues I had with the cobranded AMEX/Bonvoy credit card that was promoted at time of sale. So far to my detriment I've paid several hundred dollars in interest that I had never planned on paying. Since I made this purchase in 2023 and will not have any use from this purchase until 2025, I ask that if you continue to be unwilling to let me payoff this debt with my Bonvoy/AMEX card that you release me from this contract and make me whole for all loses.
  Sincerely, ***************************
  
  ***************************

• Initial Complaint

  Date:02/26/2024

  Type:Delivery 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.

  Confirmation #******** Contacting VISTANA either phone or email is a tedious process to say the least, Ive noticed that theres NO live person to assist owners. Owners are paying $$$$ for their TimeShares I have an upcoming reservation and would like to modify my existing reservation online. The website is not user friendly with no option for owners to modify existing reservation.

  Business Response

  Date: 03/01/2024

  ******* from our corporate ************************ contacted ******************* today to discuss her upcoming reservation.  The alternate villa type that ******************* was, unfortunately, unavailable.  ******* showed ******************* how to use the owner's website to search for alternative villa types in the event that a cancellation comes through.  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21346675
  

  Firstly, I would like to thank BBB for sharing my concerns.  Please share my complaints publicly.  To buy Timeshares is  a waste of  money. 

  Just to be clear,  I know how to use the website. 

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

  Business Response

  Date: 03/04/2024

  We thank ******************* for her feedback and have documented her concerns here in the corporate Customer Advocacy office.  

• Initial Complaint

  Date:02/19/2024

  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.

  Since 2012, I have encountered numerous issues that have resulted in a significant discrepancy between the promises made during the sales process and the actual ownership experience. The presentation I attended proved to be highly pressurized, and I received misleading information regarding the qualifications required to become an owner. Despite not meeting the income thresholds or marital status requirements, I was falsely assured that these could be circumvented and I would have guaranteed vacations at multiple resorts nationwide. In 2019, I was compelled to attend an "Owner Update Presentation" to learn about new benefits. However, this presentation was similarly high-pressure and offered no tangible updates apart from branding my existing package as obsolete. Despite expressing satisfaction with my current package, I was relentlessly coerced into an "upgrade" to a flex program that provided no substantial improvements. The limited availability of popular resort locations during peak times has rendered it nearly impossible for me to utilize my points without booking years in advance or banking points. I am left with a substantial number of unused points for which I am still required to pay exorbitant maintenance fees. The drastic increase in maintenance fees, from approximately $1000 in 2020 to almost $1500 this year, is unjustifiable and unsustainable. A recent back injury has rendered me unable to benefit from the amenities initially emphasized during the sales pitch, such as the fitness center and sports courts. The considerable distance between the amenities and my room presents a significant challenge for me to access them comfortably. The persistent attempts to pressure me into attending owner meetings, even during my recent stay from October 29th to November 4th, despite my repeated declinations, have exacerbated my discontent. I request the termination of my timeshare agreement with Vistana.

  Business Response

  Date: 02/28/2024

  We are sorry to hear of ******************** dissatisfaction with her March 11, 2012 and June 23, 2019 purchases.  We regret hearing of the owners personal circumstances that have impacted their use of available resort amenities.
  
  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.  There is no obligation to purchase.
  
  The owners use history reflects staroption banking transactions and reservations at resorts located in ************ and *******.
  
  Documents associated with the purchases confirm that the terms were appropriately disclosed and exhibit signed agreement to the contract which included the reservation rules and program guidelines for use of the ownership.
  
  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.  As there is no evidence to support cancellation of the contract, we respectfully decline the owners request.

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21316316
  
  Dear ******,
  
  I do not accept Vistana's response. While it may appear from my account history that I have utilized the timeshare in ******* and ************, the actual experience of using the timeshare has been far from satisfactory. Each instance of usage has been marred by the relentless pressure to attend "owners' update meetings," which, in reality, devolve into high-pressure sales tactics aimed at coercing additional purchases from me. 
  
  Furthermore, I was never afforded the opportunity to review the contractual documents thoroughly before signing. I was also not informed about the existence of a 10-day rescission period, depriving me of the chance to reconsider my decision within a reasonable timeframe.
  
  Given these circumstances, I believe that the termination of my contract agreement and release from all financial obligations is not only justified but also imperative. 
  
  ***********************;
  

  Business Response

  Date: 03/09/2024

  The owners dissatisfaction with their vacation ownership is certainly disappointing.  With the November 2022 launch of Abound by Marriott Vacations, there are now 90+ resort destinations offered.  The owners dashboard on www.vistana.com provides further information about Abound or the owner may contact Owner Services for assistance.
  
  As previously stated, while we certainly welcome owner sales presentation attendance, there is no obligation to purchase.  The 10-day rescission period is disclosed on the Purchase Agreement, the Receipt for Timeshare Documents, and in the Public Offering Statement.
  
  Our goal for owners to enjoy the benefits of their ownership.  We are sorry that we have not delivered upon that goal for ******************, but it does not warrant cancellation of their contract from 2019.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21316316
  

  Vistanas dismissive and unsatisfactory reply has only added to my frustration and disappointment.
  
  Firstly, I want to reiterate that at no point was I informed about a 10-day rescission period for the contract. This critical information was never communicated to me, and it is essential to emphasize that I have no intention of utilizing the timeshare now or in the future. Therefore, I demand the immediate termination of my timeshare contract with Vistana.
  
  I refuse to accept their callous disregard for my concerns and urge the Better Business Bureau to intervene in this matter promptly.
  

  Sincerely,

   *************************

• Initial Complaint

  Date:02/14/2024

  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.

  We bought our initial timeshare back in 2017. We purchased ******* points to be used every even year. Program worked great and we had no issues.Then we did a Zoom meeting with ********************* in 2023 to go over our owner options and were lied to about upgrading our ownership. We were told that we were adding points to our current ownership to be able to use what we had every year. We were also told that we would receive bonus points for a Viking Cruise which we never received. We involved ****'s direct supervisor ********************* who just kept saying he'd look into it, and we heard nothing. I just received a maintenance fee statement with an account number not mine, or so I thought! Come to find out, what **** put us in was another timeshare account with additional points and we are now stuck with 2 timeshares and 2 sets of maintenance fees along with Club Fees totaling $3673 per year. When I spoke to the "Exit" team I was told I could "Turn in" my timeshare but with no refund. Our total cost for the timeshare not including the annual fees was $78,097!

  Business Response

  Date: 02/23/2024

  Thank you for allowing an opportunity to review Mr. and Mrs. ******** complaint regarding their December 16, 2022, purchase of Westin Nanea Vacation Ownership.  We sincere apologize for their dissatisfaction.
  
  After review with our sales team and examination of documents associated with his purchase, it is our determination that the sale was appropriately facilitated.  All disclosures and terms of purchase exhibit the owner's signed agreement (including the 10-day cancellation period). The amount of points purchased were determined by an owner's desired vacation use and agreed upon purchase price/terms.  As this was a purchase from our Direct Sales, purchase documents were mailed to owners for their review and required signed approval/notary.
  
  Regarding the owners sales interaction, we are disappointed that we did not delivery a more responsive and favorable experience.  We typically hear positive reviews on the engagement between our owners and sales teams, so the lack of response indicated is very disheartening.  As a gesture of apology for the unfavorable service,arrangements have been made for a one-time deposit of ***** club points into their account (within the next 3 to 5 business days) that will be available for use until December 31, 2024.  They may use this gesture of club points in conjunction with their current elected club point balance through www.marriottvacationclub.com.
  
  The first year occupancy of the new purchase is 2024, therefore the owner was given ******* bonus StarOptions as a first day purchase benefit.  We reflect ******* bonus StarOptions were used for resort credits during a May 2023 reservation.
  
  Please know that it is certainly our goal to assist all owners with delivery of the benefits of your vacation ownership.  While we are empathetic to their concerns, we find no evidence to support cancellation of their contract.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21293506
  
  I am rejecting this response because:

  Regarding this statement
  

  "The amount of points purchased were determined by an owner's desired vacation use and agreed upon purchase price/terms."

  We were LIED to, told that we were adding points to our current timeshare, not signing up for an additional timeshare. We were LIED to in being told we could use these added points for a Viking Cruise. We did not receive what we were told we were receiving, and offering more points as an "apology" is a slap in the face!
  
  Sincerely,
  
  ***** And ***********************

  Business Response

  Date: 03/08/2024

  Although we regret the ownercontinued dissatisfaction, we maintain our determination that the sale was appropriately facilitated with all terms and conditions of the purchase signed by the owners.

  Regarding the issuance and use of 230K Bonus StarOptions provided as an incentive to the purchase, we would like to reference the Bonus StarOptions Disclosure Statement which conveys that bonus StarOptions may be used on a first come, first serviced basis to reserve one or more available vacation periods at certain Vistana Signature Network Resorts.  Bonus StarOptions are separate from the StarOptions assigned to the vacation ownership interest;however, they may be used in conjunction with the Staroptions assigned to the vacation ownership interest to reserve a vacation period.  Bonus StarOptions may also be used for vacation offers made available through the *** Select program.

• Initial Complaint

  Date:02/05/2024

  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 are writing this complaint to share our experience and deep dissatisfaction with the timeshare we purchased from this company, Vistana. Over the years, we have invested more than $35,000 into this timeshare, and unfortunately, it has never lived up to our expectations. Our decision to terminate is based on multiple reasons These include the inability to Use the timeshare. Our schedules have not been able to align with the availability of the timeshare, rendering it unused and therefore a waste of our hard-earned money. Even though we billed for a maintenance fee each year this resort is Poorly maintained. On the rare occasions that we have been able to use the timeshare, we found the room to be in poor condition, often dirty and moldy, likely due to broken features such as the air conditioning unit. There is limited availability when using this timeshare. The limited number of rooms available has severely restricted our ability to use the timeshare at times convenient to us. Overall this is not anywhere near an investment, and this entire ownership is a complete lack of Value: Given the above points, we feel that continuing to invest in this timeshare would be a further waste of our money. We have worked too hard for our money to see it wasted on a service that does not meet our needs or expectations. For years this company has shrugged us off and has never addressed our real concerns. We need someone to send us the appropriate documents so we can move forward with being released from this ownership.

  Business Response

  Date: 02/15/2024

  We are sorry to hear of the owners dissatisfaction with their ownership at Harborside Resort at Atlantis, purchased in August 2008.
  
  Use history for the owners annual usage reflects either travel through *********************** home resort reservations, Marriott Bonvoy conversion, or resort reservations through the Vistana Signature Network.  Although we find home resort reservations in 2010, 2014, 2016, and 2018, it is disconcerting to hear that the owner found their accommodations to be in poor condition. Resort leadership would certainly respond to any resort related concerns during an owners stay.
  
  In review of the account, there is a past due balance on the annual assessments since 2020.  As a result of the past due status, the Association has begun the power of sale process, listing the vacation ownership interest for sale on behalf of the owners Association.  The account will remain in foreclosure status unless the default balance is brought current or until such as a there is an interested buyer.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21250722
  
  I am rejecting this response because:

  Thank you, and good morning.
  We would like to inform you that we did complain during our stays, but only minor and temporary issues were ever addressed. Our reviews following our stays at Harbourside included both positive comments as well as areas of concern, including a lack of overall cleanliness in the rooms, worn and outdated furniture, stove never working properly, issues with the ** and appliances, cockroach and ant infestation, etc. Each time we returned, we experienced the same issues as before. Instead of addressing our concerns-which were voiced by many other customers-and working with us to improve or return our money, your company chose to send our account to the foreclosure process, to the benefit of neither party. We are only asking for the respect and courtesy we deserve: for the company to meet us in the middle with a fair release offer.
  Thank you,
  ***** and *****************************

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

  Business Response

  Date: 03/06/2024

  Our organization has reviewed ************************** concerns and found that he has had successful usage of his ownership interests over the course of several years.  If ************************** personal vacation schedule has changed, then he is welcome to deposit his ownership interest with ********************** for use at a later time, subject to availability through the third-************** company.  

  Unfortunately, it is not possible to simply "cancel" ************************** ownership interest.  If ********************** does not fulfill his financial commitment to his resorts Condominium Ownership Association, then our organization will proceed with the appropriate collection measures.  ********************** is welcome to contact our Member Services office at ************ if he needs assistance with depositing his week with **********************, paying maintenance fees or searching availability at his home resort.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21250722
  
  I am rejecting this response because: Deferring back to our original complaint to the BBB, we have NOT had a good experience with this company. We never have been able to use it in the way it was sold to us. All of the points that pushed us to make this purchase have in fact not been true. This company can do the ethical thing and give us the option to cancel our contract and take responsibility for our experience. This is not an isolated incident with this company as there are hundreds of other complaints about this company available online identical to ours. This company has already received thousands of dollars from us. We deserve for this company to meet us in the middle and offer us release.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I met with *********************** and *********************** on 7/16/2023. At that time my wife and I upgraded our ownership plan. We traded in our previous ownership plan and paid the balance owed to Sheraton/Marriott on our **************** Card. The sales rep **** told us that we could sell individual weeks back to ******** if *** wanted to use the money to pay off what was owed to ****************. **** told us if it was him, he would sell the week on his own to get the maximum amount of money for the week. I informed him that I did not have the time nor did I wish to be a travel agent so I would prefer to just deal with ********/Sheraton and sell them back the week. On 1/23/24 I called Sheraton **************** to sell back the week. They said that I would have to deal with ****************** Exit Services said that they do not deal with this and to call back **************** and tell them is involves renting my unit. 1/24/24 called customer ******************** back and spoke to ******* who said that they do not offer any rental services. I called the ********** on 1/24 and asked to speak to my sales rep *********************** or his team leader ***********************. The receptionist ******* said the were off until Friday and that she would email both of them and they would return my call. I did not receive a call back and have tried calling again on 1/27, 1/29 and today 1/30, only to be told the same thing that she would email them and have them call me. Today I told the receptionist that an email was unacceptable and that if **** or ******* could not come to the phone that I wanted to speak to the sales manager in charge of the sales ***** I got transferred over to **** in customer relations. After being put on hold for 22 minutes **** informed me that he had been trying to get **** or ******* on the phone, but there wasn't anything that he could do for me. **** transferred me to Owner Services but the wait time was over 1 hour. Sheraton doesn't know the meaning of customer service.

  Business Response

  Date: 02/05/2024

  Although we are sorry for the owners dissatisfaction surrounding their Sheraton Flex vacation package upgrade purchase, we appreciate the opportunity to look into the matter.  Considering the owners tenure since ****, it is disappointing to learn of their unfavorable experience and we extend our sincere apologies.

  In review of the ownership history, we reflect previous upgrade purchases including the most recent July 2023 upgrade of their initial Sheraton Flex vacation package (purchased in June 2018).
  To ensure that the developers commitment is delivered during the sales process, specific disclosures are provided which all owners must acknowledge and sign their agreement to.  When reviewing purchase documents, we do confirm the owners signed agreement to all disclosures and the terms of purchase.
  

  Regarding the owners expressed concern regarding rental or resale, the Purchasers Acknowledgement discloses the following:

  -Purchase of a vacation ownership interest is for personal use and enjoyment.
  -Seller has made no representations regarding potential for future profit, rental, tax advantages, depreciation, investment potential or other monetary or financial advantage.
  -Owners may rent their reserved vacation period at any time; however, Seller does not provide any form of rental program.
  -Owners may sell or transfer their vacation ownership interest but must do so on their own because the Seller does not offer any resale program or service of any kind. 
  

  The signed Purchase Agreement and Receipt for Documents confirms that a 10-day cancellation period was provided at the time of purchase.  It is the responsibility of the purchaser to take this time to review their purchase documents and identify if they wish to continue with the purchase and/or ensure that the purchase documents fall in sync with their point-of-sale experience. While we are truly empathetic to the owners concerns, there is no rental program available.

  Currently, in ****, the owner has ******* StarOptions availability from their **** Use Year, ***** banked StarOptions (expiring 12/31/24), and ******* Bonus StarOptions (expiring 12/31/25).
  

  Thank you again for allowing an opportunity to respond to the owners concerns.
  

  
  

• Initial Complaint

  Date:01/23/2024

  Type:Sales and Advertising 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.

  Booked vacation package #**-007832 had scheduled plans to go on trip in September of 2023 but due to fires in Maui called and canceled trip company gave me until august of **** to use trip. Company was to call me to reschedule trip I never heard from them they claim that that attempted to call me in October of 2023 and left a message. I never received a message the only time they called was the end of November of 2023 to reschdule and they dont have any openings to book my stay and stated that if the reservation goes over three years I forfeit the reservation and money paid. It was my fault I had to cancel in 2023 due to the fires and shouldnt be penalized for it. I want a full refund of my money paid.

  Business Response

  Date: 01/26/2024

  Mr. and ********************* purchased an encore promotional package on August 6, 2021.  The promotional offer was valid for a 6-day/5-night stay at a Westin Vacation Ownership resort on the island of Maui.  The package had a 24-month expiration term.  Mr. and ********************* successfully scheduled their package and were due to arrive at ***************************** on September 3, 2023.  Unfortunately, Mr. and ********************* had to cancel their stay due to the tragic wildfires that occurred just one month prior.  In light of the circumstances, our organization gave Mr. and ********************* an additional year to take advantage of the promotional stay.  Travel dates are reserved on a first come, first served basis subject to availability.  The offer is valid for travel until August 6, 2024.  Since Mr. and ********************* still have several months to take advantage of the promotional stay offer, we are not agreeable to refunding the package.  Mr. and ********************* are welcome to call our promotional package office at ************ in order to inquire about dates and scheduling their encore package.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21188441
  
  I am rejecting this response because: I have called and attempted to reschedule and was told no dates are available for the dates I can travel and was told that due to no dates being available I would forfeit my package.   
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/31/2024

  Dates of travel are subject to availability on a first come, first serve basis.  Some flexibility may be required in order to take advantage of the promotional stay offer prior to its August expiration date.  There are still plenty of dates available.  The Terms and Conditions of ************************ promotional package are clear is that the offer is non-refundable.  That being said, we are certainly willing to assist ******************** with planning a great vacation.  To get started ******************** should contact our Encore package office at ************.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21188441
  
  I am rejecting this response because:

  I was suppose to be contacted when the dates were available that never happened. Although you claim to have reached out to me in October I never received a call or a voice message or email when you did finally did call the dates were booked. When I did speak to your rep I was informed that you have the ability to extend the package but when he asked someone on your team to extend the package later it was denied. I had asked for it only to be extended to September. So I would be able to book the trip then. The reason for the dates I need to travel are due to work restrictions at certain times of the year. I find it hard to believe that your lack of working with me when this package I have to sit through a sales pitch to try to sell me a time share. Do you really think at this point I have any interest in purchasing anything for your company. So there are only one of two options that Im going to accept. One is refund my money or extend the package to where I can book dates after August 6th into September. But at the same time there needs to be available dates for me to book in those months. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/01/2024

  Dates of travel are subject to availability on a first come, first serve basis.  Some flexibility may be required in order to take advantage of the promotional stay offer prior to its August expiration date.  There are still plenty of dates available.  The Terms and Conditions of ************************ promotional package are clear in that the offer is non-refundable.  That being said, we are certainly willing to assist ******************** with planning a great vacation.  To get started ******************** should contact our Encore package office at ************.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21188441
  
  I am rejecting this response because:

  stop, sending generic responses and respond to the last message I sent about extending the package or refunding my money
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21188441
  
  I am rejecting this response because:

  stop, sending generic responses and respond to the last message I sent about extending the package or refunding my money
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21188441
  
  I am rejecting this response because:

  stop, sending generic responses and respond to the last message I sent about extending the package or refunding my money
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/02/2024

  As a final courtesy, we have extended the expiration date of ************************ promotional package to September 30, 2024.  

  Customer Answer

  Date: 02/05/2024

   
  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:01/11/2024

  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.

  As a fully disabled person with limited mobility, I've stayed at Vistana Villages, my home resort, for over 20 years, and Sheraton, Marriott, and Vistana Villages are aware of my debilitating condition. When I purchased at Vistana Villages in ****, it was assured that *** accommodations would be developed and made available at no additional costs, as required by ***. Despite yearly requests for an *** **** with a roll-in shower to accommodate for my disability, reservation staff cannot reserve it explicitly, advising me to call the resort closer to my arrival.My necessity for *** ************** as per ***, should not result in higher charges. Upon contacting Vistana Villages and Ownership Services, I was told the requested *** **** is available only if I reduce my stay time, pay a higher rate, or use **** for an upgradeexploiting my need. Vistana Villages staff and Ownership Services admitted availability but refused *** accommodations without increased costs or loss of owned time. Despite being notified weeks ahead of our arrival, they declined compliance with *** *** and imposed a negotiation phase.Ownership Services suggested an *** **** if we shortened our stay to four days, which we objected to and requested a supervisor. We were told a response would take three to five days, emphasizing the resort's authority to make *** changes. Ownership Services then manipulated the matter stating that when we bought our week we did not buy *** accommodations. At this point they said for if we shortened our stay from seven days to five days they could accommodate our *** request. When we refused and after hours on the phone a supervisor said bottom line we would have to accept six days instead of our owned week to be placed in an *** ****.***************************, Pre-Arrival Specialist, stated we must contact owner services for an *****************, perpetuating ********'s misconception of negotiating *** use with a disabled individual through an internal points system above the ***.

  Customer Answer

  Date: 01/19/2024

  ********************,

  I filed a complaint # ******** against Vistana Signature Experiences (aka... Marriot, Vistana Villages, Sheraton Vistana Villages, Sheraton) upon January 9th, **** with your office of the BBB. My complaint was limited by the BBB by the number of characters afforded to be entered online, but was clear and accurate regarding the basis of my complaint. I responded both online and via fax, by signing a release that you requested pertaining to this matter this matter earlier this month.Today I received a vague message from yourself saying that this complaint is closed. I have read my complaint and even with the limitations imposed by the BBB and online submissions as aforementioned the matter of complaint was clear, matter of fact, not inappropriate in language or content, intelligible, and concise.

  I would appreciate you clarifying your exact reason for closing the case. 

  Thank You,
  

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

  Your message of closing is included here for reference:

  Dear *************************:
  
  This message is in regard to your complaint submitted on 1/9/**** against Vistana Signature Experiences.  Your complaint was assigned ID ********.
  
  BBB regrets to inform you that, after a thorough review of your correspondence, we are unable to process your complaint. Please refer to the information below to determine the reasoning for the complaint closure.
  
                         Duplicate complaint
                         Consumer did not provide sufficient information.
                         Complaint contained inappropriate language.
                         Complaint was illegible.
                         Consumer failed to provide necessary clarification.       Complaint filed against wrong company.
  
  Should you need to provide additional information to BBB, please do so in writing making sure to include your above referenced complaint number. 
  Sincerely,
  
  
  *****************************

   

  Business Response

  Date: 01/23/2024

  We appreciate the opportunity to respond to ************** concerns regarding his reservation needs and the ability to confirm an Americans with Disabilities ********************** Rest assured that all owners can make reservations in the same manner. Our reservation process provides the ability to search, reserve, and notate an ***************** requirement for an owner.  We extend our sincere apologies for the owners unfavorable experience.

  When owners search availability, if the room type they are seeking is not available, it may be necessary to select a different date must if the owner needs a particular room type.  Recent account activity reflects a confirmation at Sheraton Vistana Villages for a 6-night reservation arriving January 27, ****, arrival in a one-***************.  The six nights were offered due to a lack of availability for seven nights.

  Reservations are confirmed based upon availability and the number of StarOptions required for the resort, date, unit type, and number of nights confirmed.  In 2023, we reflect a 7-night reservation at Sheraton Vistana Villages arriving on January 22, 2023, in a one-bedroom premium villa.  On both occasions, an ADA ******** shower) villa was guaranteed by the Owner Services Vacation Advisor at the time of the booking.  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21121754
  
  I am rejecting this response because:

   We have owned a 1-bedroom smaller villa area of the resort for 20 years. We own via deed one week- seven days. The issue is that for 20 years we have been provided *** accommodations, however this year the resort is requiring us to pay more money if we want *** accommodations or reduce our stay to six days. We were required to shorten our owner's week at a loss (between 200-to-400-dollar value). Upon the initial reservation through ownership services made May 04,2023. *** accommodations were requested along with notification of a service dog. We were told by ownership services that these requests were noted, and we would be accommodated as the reservation date was closer. As in years past Upon speaking with the manager, *************************, she stated that the resort would not accommodate *** needs unless we paid a higher rate for the room. We would be happy to stay in a smaller villa, however all *** rooms are 1-*************** rooms that have a slightly larger footprint. When we purchased our deeded unit, we were guaranteed *** accommodations, and this has remained true until ******** purchased the property and informed us, they would not honor our ownership and *** ********** without these additional fees.We have never been charged additional moneys or been required to shorten our week in the past 20 years.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/30/2024

  The terms and conditions of the purchasers contractual relationship with the Network Operating, as a member of the Vistana Signature Network (***) and the procedures for using the Network exchange program are set forth in the Network Rules (attached to the *** Disclosure Guide).  The owner is a member of *** and therefore follows the reservation rules listed in the disclosure guide.
  
  As an owner of an annual one-bedroom vacation ownership interest located at Sheraton Vistana Villages Resort, a seven-night reservation may be made during the Home Resort Reservation Period in the villa type and season owned.  The Home Resort Reservation Period means the four (4)-month period beginning twelve (12) months and ending eight (8) months prior the check-in day of the vacation period.  The Home Resort Reservation Period is comprised of the Home Resort Fixed Priority Period (***** months) and the Home Resort Float Period.
  
  The Home Resort Float Period means the period during which all Network Members owning a vacation ownership interest at a particular home resort have the exclusive right to compete to reserve the use of vacation periods within their season and unit type at their home resort,subject to the resort documents and network rules.
  
  The Network Float Period begins eight (8) months prior to the check-in day for a given vacation period and ends sixty (60) days prior to the check-in day.  It follows the Home Resort Reservation Period for a given vacation period and precedes the Network Priority Period. During the Network Float Period, all Network members must compete with the other Network members for reservations on a first-come, first-serviced basis for a reservation for any available vacation period that the Network member has sufficient StarOptions to reserve.
  
  During the Network Float Period and Network Priority Period, Network members will be permitted to reserve vacation periods of less than seven days as permitted by the Network Operator.
  
  StarOption means the symbolic unit of use comparison assigned annually to a Network members vacation ownership interest by Network Operator which enables the Network member to access Network services and benefits.
  
  The StarOptions Chart is the current chart detailing the StarOptions required to reserve the use of a given vacation period. 
  
  The number of StarOptions required to reserve the use of a given vacation period during the Network Float Period is set forth in the StarOptions Chart. Network members may use StarOptions to reserve available vacation periods at Network resorts during the Network Float Period pusuant to the Network Rules.
  
  As the reservation in question was booked during the Network Float Period (and not during the Home Resort Float Period), a 7-night home resort reservation is not guaranteed and would be booked based upon availability, using StarOption currency.  There was availability for a 6-night reservation and therefore a reservation was confirmed during the Network Float Period.  To accommodate requests for an *****************, a one-bedroom premium villa may be confirmed at the point of reservation although an owner owns a one-bedroom.
  
  Vacation Advisors will provide a large one-bedroom for the StarOptions valuation of the one-bedroom (which is reflected in confirmed reservation records)without charging the additional amount of StarOptions valued for large one-bedroom villa reservation.
  
  The owners January 27, **** reservation was booked only 22 days in advance of the arrival date (during the Network Priority Period); therefore availability was limited which resulted in only a 6-night reservation being available. 
  
  So that the owner may be assured of having access to their 7-night vacation ownership interest usage, we recommend reserving during the Home Resort Float Period **** months in advance of their desired check-in day (versus booking during the Network Float Period 8-0 months in advance).  This will provide a greater opportunity of confirming desired availability.

  Business Response

  Date: 01/31/2024

  The terms and conditions of the purchasers contractual relationship with the Network Operating, as a member of the Vistana Signature Network (***) and the procedures for using the Network exchange program are set forth in the Network Rules (attached to the *** Disclosure Guide).  The owner is a member of *** and therefore follows the reservation rules listed in the disclosure guide.
  
  As an owner of an annual one-bedroom vacation ownership interest located at Sheraton Vistana Villages Resort, a seven-night reservation may be made during the Home Resort Reservation Period in the villa type and season owned.  The Home Resort Reservation Period means the four (4)-month period beginning twelve (12) months and ending eight (8) months prior the check-in day of the vacation period.  The Home Resort Reservation Period is comprised of the Home Resort Fixed Priority Period (***** months) and the Home Resort Float Period.
  
  The Home Resort Float Period means the period during which all Network Members owning a vacation ownership interest at a particular home resort have the exclusive right to compete to reserve the use of vacation periods within their season and unit type at their home resort, subject to the resort documents and network rules.
  
  The Network Float Period begins eight (8) months prior to the check-in day for a given vacation period and ends sixty (60) days prior to the check-in day.  It follows the Home Resort Reservation Period for a given vacation period and precedes the Network Priority Period.  During the Network Float Period, all Network members must compete with the other Network members for reservations on a first-come, first-serviced basis for a reservation for any available vacation period that the Network member has sufficient StarOptions to reserve.
  
  During the Network Float Period and Network Priority Period, Network members will be permitted to reserve vacation periods of less than seven days as permitted by the Network Operator.
  
  StarOption means the symbolic unit of use comparison assigned annually to a Network members vacation ownership interest by Network Operator which enables the Network member to access Network services and benefits.
  
  The StarOptions Chart is the current chart detailing the StarOptions required to reserve the use of a given vacation period. 
  
  The number of StarOptions required to reserve the use of a given vacation period during the Network Float Period is set forth in the StarOptions Chart.  Network members may use StarOptions to reserve available vacation periods at Network resorts during the Network Float Period pusuant to the Network Rules.
  
  As the reservation in question was booked during the Network Float Period (and not during the Home Resort Float Period), a 7-night home resort reservation is not guaranteed and would be booked based upon availability, using StarOption currency.  There was availability for a 6-night reservation and therefore a reservation was confirmed during the Network Float Period.  To accommodate requests for an *****************, a one-bedroom premium villa may be confirmed at the point of reservation although an owner owns a one-bedroom.
  
  Vacation Advisors will provide a large one-bedroom for the StarOptions valuation of the one-bedroom (which is reflected in confirmed reservation records)without charging the additional amount of StarOptions valued for large one-bedroom villa reservation.
  
  The owners January 27, **** reservation was booked only 22 days in advance of the arrival date (during the Network Priority Period); therefore availability was limited which resulted in only a 6-night reservation being available. 
  
  So that the owner may be assured of having access to their 7-night vacation ownership interest usage, we recommend reserving during the Home Resort Float Period **** months in advance of their desired check-in day (versus booking during the Network Float Period 8-0 months in advance).  This will provide a greater opportunity of confirming desired availability.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21121754
  
  I am rejecting this response because: we followed instructions and made these reservations 9 months ago in May. We were told that *** needed to be arranged through the property. This was the same procedure as in many years past. We were told that notes and requests were put into the reservation. As in the past we were told to contact the resort property before our stay (apprx within one month to two weeks.) Which we did, when we called the resort, the Manager stated specifically that they would not honor our *** ************* request unless we cancelled our reservation and made a new reservation for less time or pay more money. The reservation that is mentioned in this response is the second reservation. We were told that the only way we could have a room that was safe for my husband to occupy through *** requirements were if we paid more money or reduced our week. That is the only reason we were forced to cancel our prior reservation we had made 9 months earlier.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2024

  The reservation process (through Owner Services) provides the ability to search, reserve, and notate an ***************** requirement for an owner.  Our records reflect that the resort received contact from the owner on January 9,****, requesting a specific villa type (which was available as an **** and was directed to contact Owner Services for reservation assistance.

  We understand that on May 4, 2023, the owner originally confirmed a HRRP reservation for an arrival of January 28, ****, for seven (7) nights (using his week).  However, that reservation was cancelled on January 9, ****, and another reservation was confirmed (during the *** Priority Period using StarOptions) for an arrival of January 27, ****.  As there was not 7 nights available, the reservation was confirmed for 6 nights.

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21121754
  
  I am rejecting this response because: On May 4th 2023 we requested *** accommodations for our ************. We were told it was noted and to confirm it a few weeks prior to our arrival. We called to confirm and was told the resort would not honor our *** ******************* The only way we could keep my husband safe was to pay more money or shorten our stay if we needed an *** ******** manager stated "Other people pay more money for those rooms and you"re not getting one unless you pay more money for it or shorten your stay."  We were forced to cancel the first reservation and comply with this illegal request for our own safety. The management made sure we knew that if we arrived for our stay under the old reservation they would not honor *** ****************************************************************