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:01/10/2024

  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.

  Since the inception of our ownership, we have not been able to enjoy a single vacation or utilize any of the "points" that were promised to us. The complications involved in booking trips were never properly or accurately explained, leaving us frustrated and disillusioned. Despite our attempts to make a reservation, we were halted by a never-ending yearly charge that was not adequately disclosed in terms of its impact on trip bookings. We were left unaware that this charge would hinder our ability to utilize the timeshare for vacations. Moreover, we were completely unaware that this contract includes stipulations that perpetually extend the payments, even in unforeseen circumstances such as our incapacity or passing. The fact that this financial burden could be transferred to our next of kin, with no expiration date or possibility of relief, was never disclosed to us during the sales process. This lack of transparency is deeply concerning and has led us to question the integrity of our timeshare agreement. Given these glaring omissions and the immense frustration and disappointment we have experienced, we request the immediate termination of our timeshare contract. The numerous complications, misrepresentations, and undisclosed long-term obligations have created an unsustainable and unjust situation for us as owners. We demand Sheraton's urgent attention to this matter and seek confirmation of the contract cancellation.

  Business Response

  Date: 01/23/2024

  We are sorry to hear of ************** dissatisfaction with their January 10, 2022, Sheraton Flex vacation package purchase but appreciate the opportunity to respond.
  
  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 however there is no obligation to purchase.
  
  Review of the account reflects a first year use of 2023 for the Sheraton Flex vacation package with a past due status on the annual assessment. The past due status of annual dues will prevent usage of the vacation ownership until such balance is brought current. 
  
  Loan status reflects a delinquency wherein the account was submitted for foreclosure.  In mid-December 2023, the owner was offered a deed-in-lieu (of foreclosure) by Financial Services which required acceptance by December 29, 2023.
  
  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 the use of their Home Options to reserve vacation periods will be governed by the reservation rules for the Flex Vacations Ownership Plan.  Owners also sign their agreement that the reservations 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.
  

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21113928
  
  I am rejecting this response because: I was never offered a DIL of foreclosure nor have ever seen one. If I was I would have accepted it and been done with this contract. If the business is willing to send the proper paper work of a **** properly so I can accept it and be rid of this nightmare I would be more than happy to. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/30/2024

  The account is currently in foreclosure status and although a DIL offer was provided to the owner, we reflect a different address on the account versus what is listed on the complaint.  According to our Financial Services team, another loan demand letter was sent on 01/19/2024 which included a DIL option is offered. This DIL option will expire on 02/19/2024.
  

  As the owner has indicated a desire for a DIL, we will inform the Default team to send DIL documents to the address on file.  Before we instruct the Default team, the owner needs to confirm the proper address as the address on her ownership account differs from the address on the BBB complaint.

  Business Response

  Date: 01/31/2024

  The account is currently in foreclosure status and although a DIL offer was provided to the owner, we reflect a different address on the account versus what is listed on the complaint.  According to our Financial Services team, another loan demand letter was sent on 01/19/2024 which included a DIL option is offered. This DIL option will expire on 02/19/2024.
  
  As the owner has indicated a desire for a DIL, we will inform the Default team to send DIL documents to the address on file.  Before we instruct the Default team, the owner needs to confirm the proper address as the address on her ownership account differs from the address on the BBB complaint.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21113928
  
  I am rejecting this response because: I was not sent the *** documents. I would like to go ahead and proceed with receiving these documents. Please send them to this updated address, ************************************************** 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/02/2024

  We have notified the ********************** team to send the deed-in-lieu ("DIL") documents to the updated address, as requested.

  Business Response

  Date: 02/05/2024

  Business

  Most Recent Message

  Date Sent: 2/2/2024 5:19:57 PM
  We have notified the ********************** team to send the deed-in-lieu ("DIL") documents to the updated address, as requested.

  [Click to View All Business Messa

• Initial Complaint

  Date:01/03/2024

  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.

  My name is *********************** ************ and ************************* ************.On 02/09/2023 We were on vacation at Sheraton hotel and was approached to participate to a demonstration, when I was cheated with false promises and ended up buying, paying $900.00 what would be an opportunity to own a property in *******, *******, from Vistana Signature Experiences, different concept of a Timeshare she said. The seller guaranteed special discounts in hotels and other travel opportunities and assured this purchase won't have annual payments for maintenance and HOA. After a week searching for the promised special discounts in hotels, I discovered false information and I tried to cancel the contract during a 10-day grace ****** we had without success and with no feedback in my numerous attempts to communicate. We have more than 10 different numbers we called and talked to different people, I was repeatedly informed that the number wasn't the right one to cancel the contract and they informed me the number to call. Calling the gave number, the scene repeats over and over, always giving me another number to call. I insisted on talking to the manager and had to leave my number to receive a call back, I asked to register the cancellation request on my file and that I've been calling several times. No one returned my call for several weeks. Every month I received an invoice and eventually someone called requesting payment. On 09/17/2023 I received a call from ******************************** offering a deed in lieu of foreclosure and said I had to agree signing a contract over the phone! I requested to receive all documents by mail or email so I can read it. After she complained about sending it and informing me that this is a common document, she agreed to mail it, but I never received it. She emailed me to document our phone call but didnt attach the documents either. She asked for a written cancellation request from us, and we emailed it back and that was it.The account number is ************

  Business Response

  Date: 02/01/2024

  We are sorry to hear of ****************** dissatisfaction with the February 9, 2023, Sheraton Flex vacation package purchase (Contract #******) but appreciate the opportunity to look into the matter.
  
  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 however there is no obligation to purchase.
  
  In review of documents associated with the purchase, we note that the terms were appropriately disclosed which included the purchase price, loan interest rate,term, and monthly payment.
  Additionally, the receipt for timeshare documents exhibits 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 was no written cancellation notice provided, the sales closed. 

  Loan status reflects a delinquency wherein the account was submitted for foreclosure.  As the owner indicates his agreement to facilitate a deed-in-lieu (of foreclosure), we have instructed our ********************** team to mail DIL documents to the owner.

   

  
  

• Initial Complaint

  Date:12/26/2023

  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 file a complaint against Vistana regarding my timeshare ownership. I believe that the company has engaged in deceptive practices and provided false promises, leading me to enter into this agreement under inaccurate information. Despite my dissatisfaction with the timeshare, I have diligently fulfilled my financial obligations by staying current on my payments. However, I firmly believe that it is *******'s responsibility, as the company that sold me the timeshare, to rectify this situation. It is important to note that Vistana has already agreed to terminate my other paid-off contracts. However, they refuse to cancel my remaining contract due to an outstanding loan balance. During a recent phone conversation with one of their representatives, I was informed that the only way to exit the contract was to stop payments on my loan, which would negatively impact my credit. This option does not seem viable, as I do not wish to damage my credit for a situation caused by Vistana's false promises and inaccurate information from their sales team.I request that Vistana takes responsibility for their actions and agree to release me from my timeshare ,along with all financial obligations.

  Business Response

  Date: 01/11/2024

  Thank you for the opportunity to respond to Mr. ******* concerns surrounding his February 8,2021, Sheraton Flex upgrade purchase.  Although we reflect that ***********************, Customer Advocacy Manager responded to Mr. ******* complaint in May 2023, we appreciate the opportunity to provide additional review of this tenured owners complaint having originally purchased with Vistana Signature Experiences in 2000.
  
  Our portfolio (for more than three decades) has largely been built upon word-of-mouth referral and existing brand loyalty. Sales presentations provide information surrounding the latest products and services, offering existing owners an opportunity to enhance their vacation ownership.
  
  Review of documents associated with the purchase reflects the owners signed agreement to the terms of the purchase (including package price, finance term, monthly payment, and interest).  Additionally disclosed is 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, the request for cancellation is respectfully declined. We also find that the most recent purchase was not the first time the owner facilitated a Sheraton Flex upgrade purchase.
  
  Mr. ******* account reflects annual usage through his years of ownership either at his home resort, a Vistana Signature Resort, converting to Marriott Bonvoy, or assignment with Interval International. The owner currently has his **** use year available with a total of ******* StarOptions available.
  
  As indicated by the owner, his loan status is current (having made 33 scheduled monthly payments)with the next loan payment due 2/10/24. 
  
  We would then be pleased to assist the owner in the use of the ownership but respectfully decline his request as we find that the purchase was executed appropriately.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21057752
  
  I am rejecting this response because:

  Vistana has NOT addressed the reason for the complaint, which were the LIES from the salesman about how if we upgraded this contract we would

  now be part of the Marriott program and they would buy back the all  of our contracts when we wanted to sell.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/28/2024

  Although the owner is not satisfied with our response, their concerns were taken seriously and appropriately reviewed.  We find that their upgrade purchase was conveyed properly obtaining the owner's signed agreement to the terms.  There are no findings that warrant cancellation of their purchase as the fact that Vistana offered no resale program was disclosed and agreed upon.  Furthermore, there was no Marriott Vacation Club vacation program benefit offering as part of the purchase.

  We would be pleased to assist the owner with the use of their vacation ownership, but we respectfully decline their request for cancellation.

• Initial Complaint

  Date:12/21/2023

  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.

  Over the past decade, my family and I have only managed to use the timeshare four to five times. The value and benefits presented to us during the sales talk were false, leading to significant disappointment and financial strain.The sales talk, initially promised to last just 30 minutes, extended to a draining 2-3 hours, robbing us of precious vacation time. We were told that the timeshare would be a great investment, one we could seamlessly transfer to our children in the future. Under pressure, we were asked to make an immediate decision before leaving the seminar room, leaving us with little time for careful consideration or discussion. Your convincing strategy of presenting the timeshare as a good investment and an opportunity for memorable vacations seemed appealing, especially with the seemingly manageable monthly payment of $148.73. However, crucial information was omitted during this sales presentation particularly about the recurring maintenance fee and the fact that the points expire annually. These details were only discovered after we had committed to the contract. When we attempted to cancel the agreement, we were informed that we had already exceeded the cancellation grace ******* leaving us with no choice but to continue with the contract. We called a few weeks ago and were told we currently owe a little over $1,000 on our timeshare. We have been told that no options are available until this is paid off.

  Business Response

  Date: 05/30/2024

  Our records indicate that ******************** purchased an ownership interest at Sheraton Broadway Resort in July of 2014.  Over the years we have received no complaints from ******************** and he has used his ownership week for its intended purpose.  At the point-of-sale ******************** was provided with several disclosure documents that explained the reservation procedures, the rescission period was also disclosed in bold, conspicuous font.  As it has been a decade since he entered into this transaction, we are unable to substantiate ************************ allegations about being pressured or coerced into the vacation club program.  

  Our organization does offer a deed back program under the condition that the property is mortgage free and maintenance fees are current.  ******************** also has the option to list his ownership week for sale on the external market for a price that he deems fair and reasonable.

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21040150
  
  I am rejecting this response because:

  We should not have to pay off this loan just to hand it back to you. We are still current on our payments and are remaining that way out of good faith. We really dont know how to get out on that timeshare before. We do not owe that much left and we would be grateful for the remaining balance to be waived so we can continue with the deedback presented. We have seldom used this timeshare and feel that we have spent more than enough on it over the years. We eould greatly benefits from not having this anymore and appreciate you making an exception for us.

  Thank you.

  
  Sincerely,
  
  Soliza ********

  Business Response

  Date: 06/17/2024

  ******************** is responsible for the remaining balance on his mortgage note.  Once the mortgage note and 2024 maintenance fees are fully paid, ******************** is welcome to contact our Exit Services office to inquire about deeding back his ownership interest to the organization.  **************** does not have the appetite to payoff ************************ mortgage note. 

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21040150
  
  We understand that ******* wants us to pay off to exit this. However, we have made it known to Marriot that we want to cancel this agreement and reasoning why but they dont agree it it. We are simply hoping ******** will waive the maintenance fee for last year cause for almost 3 years we havent use it. We have every intention of ending this agreement as soon as possible. We are discouraged that ******** wants us to pay more to them and are not willing to meet us in the middle on what we have left. 

  Hope to solve this request.

  
  Sincerely,
  
  Soliza ********

  Business Response

  Date: 06/26/2024

  We must respectfully decline ************************* request to waive her past due maintenance fees.  Maintenance fees are used to fund each resorts operational expenses such as utilities, landscaping, housekeeping supplies, etc.  They are also used to fund the reserves for those long-term replacement items such as villa refurbishment, facade resurfacing, pool repairs, etc.  

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21040150
  

  We appreciates the response from Vistana. However, we are simply asking for some good faith back to us. Our mortgage payment are done we are fully paid in which we can not use and will not use. We are simply asking a little bit of help for them to waive our last year Maintenance Fee to which I also started the request for cancellation. We understand this may be out of the typical policy but greatly appreciates the reconsideration.

  Thank you very much.

  
  Sincerely,
  
  Soliza ********

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 owners of Sheraton Vacation Club (now Vistana/Marriott) for nearly *************************************************************** advance for Harborside Resort at Atlantis, our home resort, and follow owner rules for booking annual vacations. On June 29, 2023 at 12:13 am, I made our reservation for June 29, **** and received confirmation ****** for our 3 bedroom lockoff for our ten (10) family members. We paid nearly $60,000 when purchased and now pay over $4000 per year for annual dues. Nearly a month later, someone from "Resort Services" called and said that Vistana/Marriott cancelled our reservation due to "a computer glitch." Of course, by that time all reservations were sold out for the 4th of July week. Vistana's response was there is nothing they can do because no reservations are available. Of course not and this is the exact reason that I went online 365 days in advance, at midnight, like I do every year to book the following year's annual trip to Harborside.Vistana/********'s sudden cancellation of a busy booking week has all the markings of a scam - to take away owner's rights who follow the rules, pay their dues on time, and do everything they are supposed to do. In response, this company simply cancels and removes your reservation unilaterally, without notice, leaving you without recourse to enjoy the vacation you paid for and reserved following their rules. This is wrong, bad business practice, and deceptive. Shame on you Vistana/Marriott.

  Business Response

  Date: 01/08/2024

  We appreciate this owner's many years of ownership. We also apologize for the system glitch that made it seem as though the reservation for June 29, ****, was confirmed. Unfortunately, the reservation was never confirmed. When we spoke with this guest, we shared this information. We also secured a one-bedroom villa for arrival on June 28, ****, as that was the only availability when we spoke. We encourage the owner to continue to call us as often as possible or check availability on the owner's website to see if a larger portion of his villa becomes available.

  Customer Answer

  Date: 01/15/2024

   
  Complaint: ********* - I reject this response. Vistana claims that my confirmed reservation was not confirmed.  This is false.  In fact, Vistana confirmed the reservation and then sent me the confirmed reservation. Vistana's response is "there is nothing we can do."  This is absurd and terrible customer service: (i) Upon making the reservation, I received a confirmation number ****** from Vistana; (ii) Vistana sent to me the confirmed reservation (see attached copy of Vistana's reservation confirmation). For our party of 10 family members, Vistana confirmed reservation ******, arriving June 29, ****, departing July 6, ****, 7 nights, 3- bedroom lockoff villa Phase II, Platinum, for me with my Marriott Bonvoy Number.  This confirmation came FROM Vistana; and (iii) if I did not have a confirmed reservation, why did Vistana reach out to me in late July 2023 (over a month after I received the confirmed reservation) to cancel my confirmed reservation? The only reason was that they had too many customers trying to reserve for the 4th of July week **** and they simply decided to cancel my confirmed reservation.  This is a horrible way to treat long time paying customers who have used their home resort for 17+ years.   Of course, by the time they called me one month later, it was impossible to book another reservation for the **** 4th of July week because it was sold out - and remains sold out to this day.  This means that our family cannot use 3 bedroom that it paid for and pays over $4900 per year in maintenance fees. That is the only week that all family members have available.  I have tried repeatedly to speak with a manager and after holding for hours, and finally getting to speak with someone, I am told that there is nothing they can do and a manager will contact me. Of course, a manager has NEVER spoken with me.   A one bedroom holds only 4, but we have 10 family members and the is THE reason we bought a 3 bedroom for nearly $60,000, pay $4900 per year in maintenance fees, and book and use that 3 bedroom (nearly) every year at Harborside.  Worst customer service ever!  People should know that if you buy a timeshare from Vistana, you will get screwed!  

  Sincerely,
  

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

• Initial Complaint

  Date:11/26/2023

  Type:Customer Service 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.

  On 9 March 2021, Vistana Management, Inc. (Vistana) offered in a letter to “release [us] from the current amount [we] currently owe in exchange for [us] deeding ownership” (offer) back to Vistana Spa Condominium Association (VSPCA); that offer was accepted per telephone call to Vistana on 15 March 2021 at 11:13 a.m. The Vistana representative stated they would email documents to me at *****************. On 28 April 2021, via Certified Mail, Vistana sent a letter dated 12 April 2021 with notification of an intent to lien. On 12 May 2021 at 11:48 a.m., Vistana was contacted again regarding its offer; the representative, Jonathon, stated he saw “notes” in the account file of acceptance of the offer and the documents to complete the offer would take “60-90 days” to receive. On 3 March 2022 at 2:07 p.m., I made a third call to Vistana regarding the offer and non-receipt of the promised documents to deed the property back to VSPCA. The Vistana representative, Jonathon, stated he “sees notes [of the prior acceptance of offer and phone conversations” and was going to “check with the Default Administration Team”; the call was disconnected at 2:40 p.m. At 2:42 p.m. I spoke with Vistana representative, Giovanno (possibly Geovanna or Geovanni), and she stated the “paperwork” would be sent for the deeding of ownership back to VSPCA.
  
  On 20 October 2023, the law firm ****** **** ********* *** notified USPS Certified Mail that it represents VSPCA in either collection of “condominium assessments in connection with the Timeshare Ownership Interest” or non-judicial foreclosure.
  Per the acceptance of Vistana’s offer on 15 March 2021, Vistana is obligated to fulfill the offer, but it has not. A reasonably prudent person would find that acceptance of Vistana’s offer and attempts to follow up regarding the non-receipt of promised documents for deeding ownership back to VSPCA, is reasonable cause to compel Vistana to honor the 15 March 2021 offer.

  Business Response

  Date: 11/30/2023

  We did verbally agree to a deed in lieu of foreclosure with this
  owner. There was a delay in mailing the documents. When they were mailed, we
  didn’t receive the signed agreement back. However, earlier this week, we
  emailed the documents. If the owner has not already, we need them to sign and
  return them to move forward.

  Customer Answer

  Date: 12/01/2023

  
  
  Better Business Bureau:
  
  
  The complainant's attorney has reached out and reoffered the deed-in-lieu of foreclosure. We have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:11/21/2023

  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.

  Buyer Beware. This timeshare was a mistake!Please see the attached document for our full complaint.

  Business Response

  Date: 12/14/2023

  Marriott Vacations Worldwide Customer Advocacy has received, reviewed, and responded to the owner's complaint:

  Your November 21,2023, complaint filed with the ******* Attorney General has been forwarded to my office for response.  I am very sorry to hear of your desire to exit your Harborside Resort at Atlantis vacation ownership.  It is especially disheartening seeing that you have been an owner since May 2001.
  

  Review of your use history over the years reflects reservations at your Home Resort, StarOption banking, conversion to Marriott Bonvoy, and assignment to Interval International.
  
  Conveyed at each purchase is that your vacation ownership interest was part of a vacation ownership plan which included an Owner Association.  As a member of the association, you would be responsible for annual maintenance and taxes as reflected in the Vacation Ownership Declaration.  Also disclosed is that owners are responsible for paying a yearly assessment, Atlantis facilities assessment and estimated real estate taxes, beginning in the year in which their occupancy begins.  The annual amount is subject to change each year, as determined by the association.
  
  Further disclosed is that your purchase was for personal use and enjoyment, and that the seller has made no representations regarding the potential for future profit, rental potential, tax advantages, depreciation, investment potential,or other monetary or financial advantage.
  
  Owners do have access to an external exchange program through the arrangement that the Vistana Signature Network Operator has with Interval International.  Although owners may contact Owner Services to assign their week to *********************** they would need to work with the external exchange company for exchange transactions.
  
  Although we certainly understand that life circumstances can change, there is no remedy available for divesting your ownership as there is currently no resale program or deed back available for Harborside Resort at Atlantis. Resale of your vacation ownership interests may be facilitated on your own or through a third party, being mindful of such companies requiring upfront fees.  You may log onto www.******** for resale tips and references.

• Initial Complaint

  Date:11/02/2023

  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.

  I am writing to register a complaint regarding our experience with Sheraton Vistana Villages and their sales representative, ************************. We feel that we were misled into purchasing a timeshare. Initially, we were presented with a 5-day 4-night package for $199, and despite enduring a lengthy 3-hour presentation, we made the decision to buy on the same day. Later on, we upgraded to a yearly package with the understanding that we would have access to all Marriott properties, which turned out to be untrue.Unfortunately, when we had the opportunity to visit the property, we were disappointed to find that it did not meet our expectations. ******** portrayed it as a beautiful vacation resort, but it became apparent that this was not the case. Over the past two years, we have noticed a decline in personal attention and overall maintenance of the resorts. The landscaping is not properly maintained, and the buildings are not well taken care of. Moreover, Marriott seems to be treating Sheraton properties as lower-value resorts, failing to maintain the high standards they once had. We have encountered issues such as unclean rooms and unruly individuals in the pool area.Our concern arises from the fact that we are paying significant maintenance fees, despite the lack of proper upkeep of the property. We urge you to investigate this timeshare company, as well as the sales representative, ************************, and hold them accountable for their deceptive practices.We kindly request a prompt response from the bureau regarding this matter.

  Business Response

  Date: 11/20/2023

  We are sorry to hear this guest feels misled about having access to all Marriott properties and that they feel the upkeep at the resorts has diminished. The ownership that they have does give them access to the Marriott Vacation Club, ********************* and *********************** Club resorts, so I apologize for them feeling they dont have access. Our Owner Services Team can assist the owner with learning more about how to access the resorts in these collections.
  
  Regarding the upkeep at our resorts, it is not common to receive this type of complaint, and I again apologize if you feel it has fallen behind.If you can respond back, giving examples of where the concerns were, we can address them immediately.
  
  While I understand the concerns regarding the upkeep of the resort, we will not be able to cancel the purchase and provide a refund.However, I again would welcome more details on these concerns so that we can address them right away.

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20811541
  
  I reject this response because: The business claims to be aware of their poor maintenance issues but expects me to provide more details. I shouldn't have to inform them about their own lack of maintenance when I'm already paying monthly fees for upkeep. I've already contacted your company multiple times, clearly expressing my dissatisfaction with the state of the timeshares. If your company refuses to provide adequate information on why I can't cancel my timeshare, then I won't waste any more time explaining the poor maintenance to you.

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

  Business Response

  Date: 12/12/2023

  We again apologize that we are not meeting this owner's expectations when it comes to maintaining our resorts. We refurbish the villas often and have onsite teams who maintain the grounds. The reason we dont allow the guest to cancel is because they have a balance on the loan they agreed to pay in full. However, if the guest no longer wants to be an owner, they may want to consider working with a licensed timeshare resale broker to sell the ownership on the external market.

  Customer Answer

  Date: 12/30/2023

   
  Complaint: 20811541
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/16/2023

  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 am not liable for this debt with VISTANA VACATION OWNERSH, I do not have a contract with Vistana Signature Experiences, they did not provide me with the original contract as requested.

  Business Response

  Date: 10/16/2023

  In review of documents associated with Ms. ****** March 15, 2023, upgrade purchase, we do reflect signed agreement to the contract and the terms
  of the purchase (including financing).  Additionally reflected is the owner’s signed receipt
  of documents and disclosures.
  

  Vistana Signature Experiences, Inc. adheres to the Fair Credit
  Reporting Act and reports accurate account information which cannot be altered.

• Initial Complaint

  Date:10/16/2023

  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.

  We are stuck in a very frustrating with Vistana and ********** Resort concerning a timeshare ownership. We’ve encountered numerous issues and disappointments with this purchase. We were misled at the time of purchase regarding the annual increase in maintenance fees, the responsibility of covering the costs of non-paying owners, and the occupancy allowance of our room. A medical condition developed by my husband has severely limited our ability to utilize the timeshare, on top of all of existing issues we already had with this company. Despite our attempts to adapt by traveling to nearer locations or converting points to Marriott rewards, we find ourselves still incredibly burdened by the excessive maintenance fees.
  
  The quality of the accommodations and customer service at ********** Resort has noticeably declined over the years too. On a recent visit, a family member encountered a series of issues ranging from unclean sheets, a broken toilet, dangerous shower conditions, and even a roach infestation. The response from the resort to these issues was woefully inadequate and unacceptable.
  
  Our efforts to resolve this matter with Vistana has led to no avail. We were advised to reach out to their legal team, only to be informed that they could not assist us. They keep adding unnecessary stress to our already overwhelming situation. We need this matter to be resolved immediately and to be relieved from the financial and emotional burden this timeshare has imposed on our family.

  Business Response

  Date: 10/17/2023

  Although
  we regret the owner’s expressed dissatisfaction and desire to exit their
  vacation ownership at ********** Resort at Atlantis (purchased in March 2008), we
  appreciate the opportunity to respond.
  
  As conveyed
  to the owner in May and June 2023 by Katie B***** Customer Advocacy Executive
  Manager, there is currently no exit program for
  ********** Resort. Owners’ interest may be registered with our Exit Services team
  in the event of a future program.  Rental
  or Resale of your vacation ownership interests may be facilitated on your own
  or through a third party, being mindful of such companies requiring upfront
  fees. You may log onto www.arda.org for resale tips and references.
  
  Additionally, Katie offered to address
  the resort experience concerns with resort leadership.  Rooms are updated based on the estimated
  expiration of the useful lives of the assets that reside within an owner’s unit.
  The soft goods (artwork, flooring, interior paint, seating) are replaced every
  6 years, case goods (lighting, mirrors, tables, ceiling fans, appliances,
  dressers, entertainment/media center, headboards) are replaced every 12 years.
  Major renovations (kitchens, bathrooms, windows and doors) are done every 24
  years. Other assets also exist within the Associations reserve studies that
  cover assets that exist outside of your unit, as well as common areas.
  
  As
  for the maintenance fee, here is a high-level breakdown of what it all entails:
  
  Reserve Fund: 18% of overall maintenance fee (need to make sure replacement costs of all assets on property are on hand)
  Taxes (real estate and Value-Added-Tax): 17% of overall maintenance fee Access Fees (Atlantis Access Fees
  Vistana Signature Network Fee): 10% of overall maintenance fee Property
  Insurance and Utilities: 8% of overall maintenance fee
  Bad Debt (reserve for owners that do not pay): 7% of overall maintenance fee
  
  This
  leaves 40% of the total fee, which goes towards actually running the day-to-day
  operations of the resort (Front Desk, Housekeeping, Engineering, Activities).
  
  Annual Assessments are determined by the
  Association Board.  For ********** II Association, the last
  several years of Annual Association Fee variance reflects the following:
  
  2015 – Increase of 1.8%
  2016 – Decrease of 1.9%
  2017 – No variance
  2018 – Increase of .8%
  2019 – Increase of 1.9%
  2020 – Increase of 2.9%
  2021 – Decrease of 11.1%
  2022 -  Increase of 2.2%
  
  Review
  of the account use history reflects usage throughout the years either at their
  home resort, Vistana Signature Network resort travel (Sheraton Vistana
  Villages, Sheraton Vistana Resort, Sheraton Broadway Resort, StarOption
  banking, conversion to Marriott Bonvoy™, or external exchange travel through
  Interval International.
  
  We
  would be pleased to assist the owner in the continued use of their vacation ownership.
  

  Business Response

  Date: 11/13/2023

  We are certainly very empathetic to the owners’
  circumstances and wish them well.  Facilitating
  deed back of their vacation ownership interest is not possible as it requires
  completion of registration with the Commonwealth of the Bahamas.  As previously noted, we are registering owner
  interest in the event of a future program.
  
  As previously shared,
  resale or rental of their vacation ownership interest may be facilitated on their
  own or through a third party, being mindful of such companies requiring upfront
  fees. They may log onto ************ for resale tips and references.
  
  We would be pleased to follow up with resort
  leadership regarding their family’s stay experience.  If the owners provide the name of the registered
  guest on this year’s reservation, we would be pleased to provide further follow
  up on the unfavorable resort experience. 

  Customer Answer

  Date: 11/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This dismissive response from Vistana does nothing to address, change, or fix our grievances. From where we stand, all it does is only further expose the company's lack of empathy and understanding for its customers. The fact of the matter is that it is not only within Vistana's capabilities, but its moral and ethical responsibility to provide a reasonable pathway for us to exit from this agreement. An agreement that has been fundamentally misrepresented to us from the start.
  The hardships we have expressed - financial and medical - are not the main factors for why we want to cancel and I think it's important to emphasize this. The issues started with the contradictions we were told and the unfulfilled promises that were made to pressure us into this situation. The other hardships we've continued to bring up are reasons that we need them to treat this with urgency, and to make sure that they realize we are human beings that will continue to be harmed by their stubbornness and lack of assistance. Remaining trapped in this agreement while experiencing hardships out of our control has greatly impacted our lives. We ask again that Vistana takes our situation into serious consideration. If there is no existing program than one needs to be created right away. This is not the way to treat people and we believe that others should know that if they go into business with this company, and God forbid that they encounter any hardships, they will be simply turned away and expected to sit quiet and pay the bills in exchange for nothing. Their refusal to offer any exit options from a timeshare we were mis-sold shows a blatant disregard for us as customers, and we can't accept this outcome. We need a reconsideration of our request, and a resolution that acknowledges our rights as consumers and the difficult circumstances we face.
  
  
  
  
  Sincerely,
  
  
  
  **** ******