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

  PO Box 204491 Dallas, TX 75320-4491

• 

  Vistana Signature Experiences

  17700 N. Hayden Road Scottsdale, AZ 85255-5822

• 

  Vistana Signature Experiences

  6902 E. Greenway Parkway Scottsdale, AZ 85254

• 

  Vistana Signature Experiences

  9002 San Marco Court Orlando, FL 32819

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

• Initial Complaint

  Date:10/10/2023

  Type:Order 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.

  We have been owners / customers in the ******** Vacation Ownership Program, that is currently managed by the business (under the ********** vacation umbrella), since 2005 and continue to face terrible actions by ******* along the program's deterioration in recent years and since the company took over the management of this program from ******** (****** and ******** Vacation). In 2019 we did a subsequent purchase with the company to upgrade our status to 3 stars Elite which primarily comes with benefits related to the deadlines of deciding on the use of vacation interests. Recently as part of the program's integration with the *********s vacation club there has been some changes that the company failed to communicate to owners regarding these deadlines. We used to have a deadline to bank our year's use by October 1st (as the upgraded 3 star elite members) and the company suddenly changed the deadline to Aug 31 and maliciously never communicated for owners to lose their entitlement to the year's use. When I logged in September to bank our use points, I was surprised with the message the banking window was closed on Aug 31. I contacted the business via phone call on Sep 25th to inquire and see if they can assist. The answer was NO. I requested a call with a manager / supervisor which took place on Sep 26 when I was about to start an international trip. The supservisor was rude and unprofessional and explicitly told me to go do whatever I want but simply my options are to use these with another resort company for which we pay money or use the annual entitlement as either insurance or resort credit, none of them was acceptable for $4,000 annual payment. I requested to show me a proof of communication and the supervisor declined saying that our contract is that the program could change anytime without notification which is incorrect. I emailed the company on Sep 28 requesting a review of my call with their rude supervisor and to provide response in writing and never heard

  Business Response

  Date: 10/27/2023

  My office has responded directly to the owner and provided an exception to bank his 2023 StarOptions.  See the email response to Mr. ******* below:

  Dear Mr. *******,
  
  My office is in receipt of your Better
  Business Bureau complaint.  Thank you for
  taking the time to share your concerns surrounding owner communications and
  your unfavorable service experience. 
  Although I appreciate the opportunity to look into your concerns, I am
  sorry for your dissatisfaction.  Please
  accept my sincere apologies and please know that your experience is certainly
  an exception to the rule. 
  
  There have certainly been a number of
  communications to ******* Signature Network (“VSN”) members regarding
  consolidated club dues, deadlines, and Abound by Marriott Vacations™.   The announcements emailed to VSN Owners
  late last year prompted owners to “learn more” on the ******* website
  where more than 40 pages of FAQ and more than 20 product-use tutorials
  were.  The announcements explained to VSN Owners that three things were
  changing for them.
  

  First owners gained a new usage option –
  electing to receive Club Points
  

  Second, VSN Elite
  levels were changing to align with the Owner benefit levels in
  Abound.  We linked to the place on Vistana.com where this
  information was outlined, and we also created this video: ****************************************************************
  

  Third, owner fee
  structure was changing to align with Abound Club Dues.  PDFs and
  videos were created.  Here’s one of them: ****************************************************************
  

  More than 40 pages of FAQ related to
  Abound, including the two changing deadlines, and more than 20 product-use
  tutorials were placed on the Owner’s website:  *********** (they are
  all still available there, and frequently pushed out to Owners in their
  reminders).
  

  If an Owner called Owner Services,
  on-hold messaging was recorded announcing Abound and where to find more
  information.
  Owners were sent emails to explain and
  remind them of the changing deadlines.
  

  The Owner newsletter (called
  VacationLife), emailed to Owners once a month, ran these articles:
  ****************************************************************************
  *******************************************************************
  ************************************************************
  *************************************************************************************
  ********************************************************************
  

  During the Club Dues billing process,
  Owners were emailed multiple times, and sent postcards.  All of these
  communications included videos, FAQs, and PDFs explaining the new fee
  structure.
  
  In review of announcement and reminder email history, we reflect the
  following emails sent to you and/or opened:
  
  VSN 2024 Election Reminder
  Date Sent: 7/28/2023 2:06 PM
  Opened: 9/30/2023 5:35 AM
  
  VSN Conversion-to-Bonvoy Deadline - Changed
  Date Sent: 3/31/2023 12:32 PM
  Open: 9/26/2023 10:23 AM
  
  VSN Club Dues – Unenrollment Reminder
  Date Sent: 3/16/2023 5:46 PM
  Open: 3/16/2023 5:49 PM
  
  VSN Club Dues Reminder
  Date: 2/16/2023 6:01 PM
  Open: 2/17/2023 2:00 AM
  
  VSE Election Reminder
  Date Sent: 12/19/2022 6:33 PM
  Did Not Open
  
  VSN Owner Abound Announcement
  Date Sent: 12/2/2022 3:06 PM
  Did Not Open
  
  Abound Announcement – VSN Owners
  Date Sent: 8/30/2022 6:45 PM
  Open: 8/30/2022 7:06 PM
  
  As a gesture of goodwill, I am pleased
  to provide a one-time exception to bank your 2023 StarOptions (125,000
  StarOptions), making them available until December 31, 2025.
  
  Please let me know if I may be of further
  assistance.
  
  Sincerely,

  
  

  Customer Answer

  Date: 11/02/2023

  
  
  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.

  I was contacted by the business via email end of Friday October 27th in which they addressed my primary request and I have responded to them with my my key points for them to consider if they wish for improvements. At this point, the case could be closed as no further actions are needed.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:09/19/2023

  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.

  To Whom It May Concern:
  
  From ***** and ***** ****
  *** ***** ****** ** ***** ******** *****  
  We have been timeshare owners with Sheraton Vistana (Orlando, Florida) since the early 1990’s and our timeshare weeks are banked through RCI.
  
  • Our problem is that we tried in vain in December 2022 to contact Sheraton Vistana to bank our 2022 timeshare week (which was already paid for).
  • We tried multiple times before the December 31st deadline only to be put on hold and cut off.
  o Sometimes we would be on hold for hours (1-3).
  • When the automated voicemail gave us the option of a call back no call back came to us.
  o In 2023 we would finally receive a call back and the incident numbers given to us on three separate occasions were: ********* ******** (spoke with Frank on Jan. 11, 2023); and ******** (8:36 a.m.).
  • When we finally reached a live agent in January we were informed that we had passed the deadline and would lose our week (which was already paid for) and would have to pay a fee to a third party to save our week.
  • No one would listen to our concerns and we feel that this is a breach of contract in not being available to have us bank our week.
  • We later spoke to management and were dismissed without consideration of our years in partnership with them.
  • Therefore, in lieu of their breach of contract and treatment of our longstanding relationship with them, we want the Better Business Bureau to be aware of this treatment as we are certain we are not the only ones this has happened to.
  • We believe it would be reasonable for Sheraton return our week without penalty for us to be able to bank it with RCI.
  
  
  We have greatly enjoyed vacationing at Sheraton, unfortunately this has soured our experience with Sheraton. We would love this resolved in a satisfactory manner.
  
  Thank you for your help in this matter,
  
  
  
  Byron and ***** ****
  
  ************** ************* ****************** ****************

  Business Response

  Date: 09/22/2023

  We are
  sorry for Mr. and Mrs. *****s dissatisfaction surrounding Owner Servicing contact
  efforts in the final days of 2022.  There
  was certainly high call volume at year end which accounted for long hold times.  Owners were provided an option to
  enter a phone number if requesting a call back. 
  Additionally, owners may contact Owner Services by email or online assistant.
  
  As the
  owners' 2022 use year expired, an option for a late
  assignment of a week with Interval International for a $149 transaction fee was provided.  The late assignment offer may be accepted until
  the end of 2023.  Although the owners prefer their week to be deposited with RCI, there is no late assignment option with RCI.
  
  If the owners wish to accept the late assignment with Interval International, we are
  agreeable to waive the $149 transaction fee as a sincere gesture of goodwill.

  Business Response

  Date: 10/10/2023

  The owner’s Condominium Association for his Fountains
  ownership at Sheraton Vistana Resort is affiliated with both Interval International
  (“II”) and Resorts Condominiums International (“RCI”), therefore owners may
  have accounts with II and/or RCI.

  In
  this case, the owner’s 2022 use year expired on December 31, 2022.  Although we are unable to deposit an expired
  week with RCI, we do have a late assignment option for expired weeks with
  II.  We are agreeable to provide a late
  assignment for the owner’s expired week (waiving the $149 fee) but must do so
  through Interval International.

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: RCI is a valid deposit company. It would not have been an issue if we were able to contact vistanna before the end of the year expired. This is unacceptable. Not to mention the fact they would be more fees for joining interval, international
  
  
  
  Sincerely,
  
  
  
  *********** ****

• Initial Complaint

  Date:08/31/2023

  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 have been owners with Vistana since 2017. The honeymoon phase was over the minute we tried to book our next vacation. Over the years, I have had nothing but problems with this company. But my experience with them this past month has been an absolute nightmare. I had a vacation planned for our family from 8/18-8/25/23 in Maui, HI. I had booked two rooms using our points from 2023 as well as using our points that we rolled over from 2022. Our reservation was cancelled by Vistana immediately following the Maui wild fires. I received an email from their Owner Services on 8/11/23 letting me know that we have been canceled and that an Owner Specialist would be reaching out to me to discuss my options. Since then, I have not been contacted by 1 person from Vistana. I have called several times, sent several emails, and even did live chats, and have gotten nowhere with being able to speak to an actual person within the Owners Specialty Department. Here is my complaint. In order to keep your current year points and roll them over to the following year, you have to do this request by July 1st of the current year. We didn't roll our 2023 points over because we had our vacation planned for this year. Since we were canceled, which was out of our control, we are past that date and cannot roll our 2023 points over to 2024. In addition to losing our 2023 points, we are now going to lose our 2022 points that we previously rolled over. I pay a mortgage every month to this company, and pay over $1600 a year in maintenance fees and yet you cannot get help from anyone. It has actually gotten worse since they went with the Marriot. We are literally throwing money down the drain every month on something we cannot utilize. If I want to use my 2022 points that I rolled over before the end of this year, I cannot book it less than 60 days out. You cannot even get a reservation from now until the end of the year. I would like VISTANA to call me.

  Business Response

  Date: 09/08/2023

  Although
  we regret Ms* ****** dissatisfaction, we appreciate the opportunity to respond
  to her concerns surrounding her unfavorable service experience and available
  use options.  We extend our sincere apologies.
  
  The
  impact of the Maui wildfires has certainly been devastating.  Recent
  efforts have been focused on supporting recovery and relief for our associates
  as well as providing alternative use options for impacted owners with scheduled
  reservations to our Maui resorts. 
  
  In review of the owner’s past four years of usage,
  we were pleased to note vacation travel to the Westin Ka’anapali Ocean Resort,
  the Westin Nanea Ocean Resort, StarOption Banking and assignment with Interval
  International.
  
  As the owner has shared, cancelling of her 7-night
  reservation scheduled for August 18, 2023 at the Westin Ka’anapali Ocean Resort
  Villas North resulted in the 2022 banked StarOptions (funding the stay) returning
  to her account with a 60-day reservation window, expiring December 31, 2024.
  
  To manage ownership usage obligations and
  reservations for the remainder of 2023 and throughout 2024, we are unable to
  remove the 60-day reservation window.  The 60-day reservation window has
  been put into place as part of the reservation rules and in support of managing
  deeded inventory.
  
  There are several
  use options for restricted StarOptions such as resort credit, travel
  insurance, and rebooking VSN properties 60-days or less prior to arrival.
  
  Please know it
  is our desire to serve our owners’ vacation needs but we must do so within the
  guidelines of the program which are applied to all owners.

• Initial Complaint

  Date:08/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Earlier in 2023 I recieved an advertisment letter via US mail from the Sheraton Vacation Club. The Ad letter offered a 5 day 4 night stay with a choice of 15,000 Marriott Bonvoy points or a $100 restaurant gift card. At the time of purchase, I selected the 15,000 points. The representative verbally verified this agreement several times during the sales call.
  The Sheraton Vistana Villages Resort Villas at 12401 International Dr. Orlando FL 32821 was suggested by the representative and I agreed.
  Check in date: August 9, 2023
  Check out date August 13, 2023
  After the stay, I was later informed by a hotel/resort representative that I would not be receiving the 15,000 points because of a booking error. If there was a booking error, this should have been identified and corrected at the time of the sales transaction by the originating representative.
  I am asking to receive the full 15,000 Marriott Bonvoy points as orginally agreed.

  Business Response

  Date: 08/30/2023

  We sincerely apologize for the unfavorable interaction with
  Mr. *********  In review of expressed
  concerns with our Marketing leadership, we are agreeable to facilitate the
  posting of 15K Marriott Bonvoy™ points to account number ending in
  ********* within 3 to 5 business days.  

  Customer Answer

  Date: 08/31/2023

   
  
  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:08/16/2023

  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 hav etried at least 7 times over the past 5 days to get in touch with someone in the Vistana Customer relation/service dept. We have booked a trip to Maui and we are unable to go because Maui county is not accepting tourists to West Maui for at least another 6 months. The road to this hotel is closed and no one has access to the property.
  When we can in we are told that they are aware of the issue and that the property is closed until further notice. then the recording says that they are out over an hour and asks if you want them to call us back by pushing option 1. We do this and leave our nu,ber and they never call back. We have been unable to do anything online. We have absolutely no way of getting in touch with anyone in customer service and they do not call back. We are 2 weeks away from our scheduled vacation and hav eno way to transfer our trip to sonehwre else without their assistance. We have tens of thousands of dollars invested in our ownership week. Since they merged with ******** we have had nothing but terrible service. Our next step is to file a lawsuit as we have no other recourse to get them to respond or help us. Thsi comoany is terribek and I would advise anyone from making an investment with them.

  Business Response

  Date: 08/16/2023

  We sincerely
  apologize for Ms. **************’s unfavorable service quality experienced in
  her efforts to contact Owner Services.  Due
  to the number of owners impacted by the tragic events in Maui, there is increased
  call volume during this time.  We regret
  the circumstances which have prompted the change to her Maui reservation but pleased
  to find that today (August 16, 2023) the owner was able to cancel her September
  4, 2023 reservation at the ****** Ka’anapali Ocean Resort and rebook reservations
  for the ****** Cancun using banked StarOptions from 2021.  Additionally, we reflect that the owner’s 2023
  use year was assigned with Interval International which will preserve usage
  until the end of 2025.
  
  Again,
  our apologies for any inconvenience.

  Business Response

  Date: 08/22/2023

  We appreciate Ms. Ms. **************’s
  additional sentiment regarding her experience with hold times and untimely return
  calls.  The increased call volume is
  indicative of not only impacted owner reservations through August 2023, but also
  owner reservations through the end of 2023 (and beyond) wherein owners are actively
  seeking to transact on returned points/usage or modify existing reservations.  ******** Vacations Worldwide has 5 vacation
  club resorts on Maui (representing thousands of owner reservations) affected by
  the recent tragedy.
  
  Although we certainly welcome owners
  to contact Owner Services to transact on their account, the owner dashboard on www.vistana.com provides access to facilitate transactions including online bookings,
  cancellations, banking, conversion and election to Abound™.
  
  Review of the account reflects the
  return of 80,500 banked StarOptions (upon cancellation of the September 4, 2023
  ****** Ka’anapali Ocean Resort Villas reservation) of which 68,475 banked
  StarOptions have been used to fund a ****** Lagunamar Ocean Resort reservation
  for September 2, 2023 arrival.  A total
  of 12,525 banked StarOptions (from 2021 use year) remain, expiring on December
  31, 2023.  Transaction of the owner’s 2023
  use year reflects assignment with Interval International, expiring on December
  31, 2025.  With existing obligations to owner’s
  2024 use year, we are unable to extend respective returned StarOptions.
  
  In support of the federal, state, and county emergency
  response and recovery efforts, and with our inability to provide many resort services, limited staffing, lack of supplies,
  not having unrestricted road access to the resort and Maui County
  infrastructure issues, cancellation and pre-arrival notifications have been
  provided to owners with existing reservations (through September 30, 2023).  Specifically, cancellation notifications were sent to
  Owners with confirmed reservations at a ******** Vacation Club, ****** Vacation
  Club, or Hyatt Kaanapali Beach resort through August 31, 2023.  Pre-arrival letters were also sent to owners
  with reservations September 1 - September 30, 2023, at a ******** Vacation
  Club, ****** Vacation Club, or Hyatt Kaanapali Beach resort.
  
  Current resort status has also been provided
  on the online resort hub page at www.hub.vacationclub.com.

  Customer Answer

  Date: 09/07/2023

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

   

  We arrived at the ****** Lagunamar in Cancun only to find that it IS NOT at full capacity.

  we even ask the people that work here, and they told us that it is not full.

  The people next to us at the pool reserved there around just a handful of days ago and were able to get a one bedroom. We were only offered a studio, and when we asked to get a larger room, we were told they were not available and that they were sold out. We checked every day online after our reservation was made and still, we’re unable to get a room larger than a studio… But yet this facility is not fall, and they have many open rooms.

  there were a number of people here who are considering buying a property that we had to, and we told them not to, and told him what we have been going through since ******** Purchase ******, and deterred every single one of them from purchasing.

   

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

• Initial Complaint

  Date:08/14/2023

  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 was convinced to attend a timeshare meeting in exchange for a free dinner. During the meeting, I met with three different employees all touting the advantages of owning a timeshare before being handed back to the original salesperson. The pressure to close the deal was extreme. I was
  told I could visit the island every year and even offered $800 at a casino if I agreed to close the deal. The salesperson assured me that the maintenance fees would be cheaper than booking a week at the resort, providing examples of the cost differences. However, what was conveniently
  omitted was that these maintenance fees increase yearly. I have attempted multiple times to utilize the facility, only to be told each time that I needed to reserve at least one year in advance. On my third attempt, I requested a reservation for exactly one year from the date of my call, but was still met with a response of no availability. This continued even when I attempted to make reservations 18 months in advance. In the past, when unable to use the facility, I had the option to convert to hotel points for a fee of $135. This has now been limited to alternate years, with the other years offering the option to "bank it" in Interval. However, this must be done within a very narrow window of opportunity (March 1 to March 15) which, if missed, results in losing out entirely. I now find myself burdened with rising maintenance fees that offer nothing in return. My attempts to engage with Vistana's exit specialists have been futile as they informed me that there are currently no exit options for the ********** Resort at ******** Ownership. The only action available is to register an interest in exiting. This situation is untenable. I am burdened with an investment that only drains me financially and offers no value. I need an exit option now.

  Business Response

  Date: 08/22/2023

  We appreciate the opportunity to respond to Mr.*** **** concerns surrounding his April 2006 purchase of an annual ********** Resort at Atlantis vacation ownership interest.  His desire to exit his ownership is certainly disappointing considering his ownership tenure with Vistana Signature Experiences.

  In review of use history, we reflect usage through Interval International and Marriott Bonvoy™ Points conversion.  Additionally, review of purchase documents confirms that the Purchase Agreement, Purchaser’s Acknowledgement, and Network Rules (“VSN Rules”) were appropriately disclosed and exhibit the owner’s signed agreement.
  
  Vistana Signature Experiences delivers vacation products and services to over 220,000 families providing the opportunity to create memorable vacations at branded vacation ownership resorts. For more than three decades, our portfolio has largely been built upon word-of-mouth referral and existing owner loyalty. Sales presentations offer an opportunity to hear of the latest products and services.  Attendance is voluntary and there is no obligation to purchase.  It is regrettable that Mr. ***** felt pressured during his presentation.
  
  The stated concern regarding annual assessments is certainly disconcerting as the purchase documents conveys anticipated fees.  One such document is the Vacation Ownership Notification which reflects the current year’s annual assessments.  The Vacation Ownership Notification further states that as an owner and a member of the Condominium Association, owners are responsible for paying Annual Assessments determined by their Association Board.

  As we do not have a resale or deed-back program for ********** Resort at Atlantis, we are unable to grant a request to return the ownership.  We do however note Mr. *****’s registration in the event of a future program.  Mr. ***** may facilitate sale of his vacation ownership on his own or through a third party.  We caution to be mindful of such companies requiring upfront fees.  He may log onto www.arda.org for resale tips and references.

  Customer Answer

  Date: 08/30/2023

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

  In response to the justifications provided by Vistana Signature Experiences, I, Mr. *****, would like to make it clear that I am not merely expressing 'disappointment' or a mere 'desire to exit' my ownership. This is not about a change of heart or mind, but about the failure of the company to deliver on its promises and its lack of transparency. I attended your sales presentations based on the trust that you, as a renowned company, would handle your business ethically. However, I was not only pressured into purchasing but was also misled regarding the annual assessments, which have turned out to be higher than conveyed. Your assertion that all the details were shared with me is simply not true. The documents did not fully disclose the long-term financial implications of the contract. I strongly urge Vistana Signature Experiences to reconsider its stance on not having a resale or deed-back program for ********** Resort at Atlantis. It's not just about my personal convenience, it's about providing a fair and reasonable exit strategy for your customers. I hope you will take these concerns seriously and act responsibly.

  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 08/31/2023

  It
  is regrettable that Mr. ***** felt pressured during his sales presentation.  Owners have a cancellation period of seven
  (7) calendar days which is disclosed on their purchase contract.
  
  As previously referenced the Vacation Ownership
  Notification received at time of purchase reflects the current year’s annual
  assessments and states that as an owner and a member of the Condominium
  Association, owners are responsible for paying Annual Assessments determined by
  their Association Board.  Additionally,
  the Purchaser’s Acknowledgement conveys;

  -The purchaser will be responsible for paying an Annual Assessment, which includes estimated real estate taxes, the Atlantis Facilities Assessment, and Club Dues for their Interval(s).
  -Any delinquent Assessments that are not brought current are included as common expenses or charges and that such common expenses or charges will be apportioned to the owner and other owners as provided in the Condominium Documents.
  -Assessments are subject to increases as determined by the Association and as provided in the Condominium Documents.
  Interval(s) are for personal use and enjoyment. The seller has made no representations regarding the potential of an owner’s Interval(s) for future profit, rental potential, tax advantages, depreciation, investment potential, or other monetary or financial advantage.
  
  Our
  position remains that we are not agreeable to provide cancellation of Mr. *****’s
  April 10, 2006 purchase.

• Initial Complaint

  Date:08/07/2023

  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.

  We are filing a complaint against Vistana for deceptive and manipulative practices related to selling vacation timeshares. Our experience with Vistana has been nothing short of a nightmare, and we believe that their business practices are unethical and unacceptable. During our visit to one of Vistana's sales presentations, we were promised gift cards and free tickets to theme parks in exchange for attending. However, the meeting lasted over three hours and felt like an interrogation. We were put under immense pressure and manipulated into making a purchase due to our personal circumstances. We were not informed about maintenance fees and restrictions on using points, which caused further financial stress and anxiety. The desire to use the timeshare has diminished. We believe that Vistana's sales practices are exploitative and deceptive. They prey on vulnerable people who are looking for affordable vacation options and use manipulative tactics to pressure them into making a purchase.

  Business Response

  Date: 08/14/2023

  We are sorry for Mr.
  *******s dissatisfaction surrounding their Sheraton Flex vacation purchase but
  appreciate the opportunity to look into the matter.  *********** ****** became an owner with
  Vistana Signature Experiences, Inc. on July 29, 2018, purchasing an annual Sheraton
  Flex vacation package (37,000 Home Options).
  
  For more than three
  decades, Vistana Signature Experiences has delivered branded resort vacation
  experiences.  Sales presentations provide
  information surrounding the latest products and services and attendance is
  voluntary and there is no obligation to purchase.
  
  Review of documents
  associated with the purchase reflect signed agreement to the terms of the
  contract (including purchase price, monthly loan payment, interest rate, loan
  term, and obligation for annual assessments). 
  The account reflects a total of 54 loan payments made with the last payment
  due date of May 5, 2023.  Annual payments
  assessments have been made to the annual association billing with the exception
  of 2023.
  
  Mr. Wilson entered into
  a purchase contract and was provided with a comprehensive set of sales
  disclosure documents.  These documents
  provide complete disclosure about the programs rules, as well as any financing
  obligations of any mortgage note that is taken out on the property. In review
  of the purchase documents, we do find Mr. *******s signed agreement to the
  terms of his purchase. 
  
  Review of the account
  reflects first year usage in 2019 through assignment with Interval
  International (external exchange company) and reservations at Sheraton Vistana
  Resort in December 2020, Sheraton Vistana Villages in September 2021, and at Sheraton
  Vistana Resort in June 2022.
  
  We regret Mr. *******s dissatisfaction
  and request to cancel however the purchase is closed and it is well past the
  10-day calendar day cancellation period. 

  Business Response

  Date: 08/21/2023

  The concerns expressed are specifically disclosed at the time of purchase to ensure
  that our owners’ understanding matches the terms of purchase.  We are sorry for the owner's continued dissatisfaction.

  The terms of the purchase and vacation ownership use guidelines have been applied
  consistently.  We regret that the owner felt misinformed during your sales
  presentations however we cannot disregard the contractual obligation.

  Our position has not changed.

  Customer Answer

  Date: 08/31/2023

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

  Despite Vistana’s claims that we were given all necessary information by their sales team, our experience with Vistana has been quite the opposite. Contrary to Vistana's assertion, we were rushed through the closing process without being given sufficient time to review the documents thoroughly. We felt pressured and coerced into making a purchase without fully understanding the terms and conditions laid out in the contract. This lack of transparency and urgency is deeply concerning, especially when making such a significant financial commitment.Furthermore, we strongly believe that we were deliberately misled by Vistana's sales team. They provided false information, misrepresented the benefits, and failed to disclose crucial details about the timeshare agreement. As customers, we trusted Vistana to provide us with accurate and honest information, but instead, we were deceived. Given the circumstances, we expected Vistana to acknowledge their mistakes and work towards an amicable resolution. However, their continued denial of any wrongdoing and pushback against our request for a release from the timeshare agreement is disheartening. It is disappointing to see that Vistana is unwilling to take responsibility for the actions of their own sales team. We respectfully request that the Better Business Bureau take our concerns seriously and intervene to hold Vistana accountable for their actions. We hope for a resolution that will not only benefit us but also prevent others from falling victim to unethical sales practices. Thank you for your attention to this matter. We look forward to your prompt response and hope for a favorable resolution which would involve a release from the timeshare contract. 
  
  
  
  
  
  Sincerely,
  
  
  
  *********** ******

• Initial Complaint

  Date:07/24/2023

  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.

  I am asking Vistana to fulfill its contract obligations providing for full transfer of all VSN membership benefits to me as one of the beneficiaries of my mother's trust. I, along with the successor trustees of my mother's trust, have provided all required documents we were instructed to provide to facilitate the transfers. We provided the trust documents along with the external transfer form, a copy of all pages of the new recorded deed, etc. While the deeds were transferred, and Vistana did apply StarOptions to contract 902874, Vistana still has both contracts incorrectly flagged as unauthorized resales. I have been trying to get Vistana to correct its errors since May of this year and after hours spent on phone calls with their representatives and numerous e-mail exchanges with each department I have been instructed to contact, Vistana has not corrected its system. My case number for the phone call inquiries is ******** and my case number for the email exchanges is ********. Vistana' s errors are interfering with my ability to use the properties that were transferred to me via my mother's trust. Vistana has not fully updated its system to show that both contracts were authorized transfers and have not reinstated the applicable VSN membership benefits. Throughout my extensive communications with various employees/representatives of Vistana, I have been told that Vistana does have a copy of the required documents and that the transfer should have been listed as authorized but that Vistana still has both contracts flagged as unauthorized resales. Despite being assured that Vistana will correct the errors, Vistana has not done so and the transferred properties under contracts ****** and ****** are still flagged as unauthorized resales. I want Vistana to correct this error and note that both properties/contracts are authorized transfers from mother to daughter via my mother's trust and reinstate all VSN membership benefits.

  Business Response

  Date: 08/02/2023

  Sent: Wednesday, August 2, 2023
  10:25 AM
  To: ****************
  Subject: MVW Customer Advocacy
  
  Good afternoon Mrs. *******
  
  I am in receipt of your complaint that was filed with the
  Better Business Bureau.  I appreciate this opportunity to assist you from
  the corporate office for Marriott Vacations Worldwide. 
  
  In order to assist you with changing the Unauthorized Resale
  designation from your Sheraton Vistana resort and Westin Kierland weeks, I have
  reached out to the department that handles updating our internal reservations
  system.  One question that they have asked for clarification on is whether
  or not your mother is still living?  If your mother is still living they
  will need you to complete the attached VSE gift form.  This form is what
  allows Member Services to send you the VSN enrollment forms as necessary to
  setup your membership with Vistana Signature Network and the new ABOUND program
  for the weeks in question.  The form will need to be completed, signed,
  notarized and submitted back to [email protected] for processing.  Both the Grantor and the Grantee must fill out the form
  and notarize it.
  
  If your mother has passed away, then the team will not
  require a VSE gift form.  Instead, a copy of Will or Court Probate
  documents that reflect ownership was transferred to you can be sent to the same
  email address above. 
  
  You are welcome to copy me on the submitted documentation so
  that I can follow up with the team and ensure timely processing. 
  
  Once account support received the forms that are applicable
  in your situation, they will process enrollment into the Vistana Signature
  Network for the involved ownership weeks. 
  
  Thank you,
  
  
  MARRIOTT VACATIONS WORLDWIDE
  
  

  Business Response

  Date: 08/03/2023

  We have informed Mrs. ****** that the deed transfer process is different from the process required to enroll her inherited ownership interests into the VSN and ABOUND internal exchange networks.  Mrs. ****** has been asked to submit the needed documentation to our account support team a* **************************************  

  Customer Answer

  Date: 08/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The response infers that the transfer issues were due to my family and I not undertaking the necessary steps to complete the full transfers. My complaint stems from the lack of communication and direction by Vistana in assisting owners with inherited transfers despite repeated requests. We were just supplied with the necessary forms for transferring the ownership interests with full VSN membership benefits on Monday (after over a year of my family seeking assistance to complete the full transfers, deeds and VSN membership benefits. I completed the forms and submitted them immediately. Mr. Ray F******** was prompt in assisting me with the final stage of transfers and my transfers have been updated to reflect the application of all VSN membership benefits. My brother is now working with him to complete his transfer.

  Our requests from the beginning have been to obtain the necessary documents, etc. required by Vistana to effectuate the deed transfers ensuring that all VSN membership benefits were transferred as well. Vistana repeatedly directed us to different departments with incorrect answers until  Mr. F******** stepped in to assist. He was prompt in replying and  provided me with the necessary answers and forms required to effectuate the proper assignment of VSN membership benefits. With his involvement, this matter was resolved and I am thankful for his assistance.

  Vistana should improve its communication with family members inheriting the contracts/properties so that the transition process is not so obstructive. This process took over a year to complete which was unnecessary and frustrating given the relatively simple processes involved to effectuate the transfers. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 filing complaint against Vistana for their misleading sales tactics and poor customer service. My experience with Vistana has been nothing but disappointing and frustrating. I was lured into upgrading my timeshare program to the new **** Vacations package by their sales representatives who promised me that I would no longer be responsible for maintenance fees and would have access to the entire Marriott Vacation Club locations. However, what I have learned is that I am now responsible for VOI assessments based on the number of points I have in the **** Vacation program. This has led to me paying a higher amount in "assessments" than I was paying in "maintenance fees" before. After more than a year, I still do not have access to the Marriott Vacation Club properties as promised, which severely limits my travel options. The booking limitations for timing and availability are also a major issue, which I was told would no longer be restricted. To make things worse, I have faced several challenges while staying at the Vistana Jensen Beach property, including noisy and dusty hot water heater replacement, unavailability of the pool, and limited access to resort amenities. This is not the value that was promised, and it has left me feeling cheated and disappointed. I have reached out to Vistana multiple times to address these issues, but their customer advocacy director, Greg R*******, has only responded with claims that he can only go off based on what is stated in the contract I signed. However, my concerns are not related to the contract; they are regarding the false promises made by the sales representatives. I am frustrated that my cash flow has been seriously impacted by the increasing assessments and annual dues that continue to increase each year. I trusted that what the sales representatives told me was true, and they misrepresented the **** Vacation program. I urge you to investigate this matter and take appropriate actions.

  Customer Answer

  Date: 07/28/2023

  Please see the attached signed Authorization Form

• Initial Complaint

  Date:07/19/2023

  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.

  Acct********My '22 bill was never mailed to me, until I got a late bill stating I was late and therefor I owed late charges. I called and after waiting over 1hr on hold they took my payment over the phone and waived my late fees. They never told me that "supposebly" I had clicked the "go paperless" feature when reguirteting to their website, where I could schedule my vacation.
  Now it's '23 and again, I never recieved by bill statement by mail, therefore, I didn't pay, as I make my payments on line, thru my online banking. Later in April I received a letter dated April 19, saying that I was late and owed more in late fees and legal fees, for delinquent on maintenance fees.
  Noow, I paid off my timeshare about 5 yrs ago or more,I can't remember when, however they should have the date. So I only pay maintenance fees. I called as soon as I received the letter and made a complain that I never received the bill and that I should get those fees waived because it wa not under my control. That's when they said that I had done it through the website, and selected to go paperless. I then received the 2nd statement dated 5/22/23 and a separate letter dated the same date 5/22/23. The statement sated what I owed, and the letter stated that it was internet to FORECLOSURE.I sent an email May 19, 2023 to: *************************************  
  VSE Resolution Services Support, which was an email address given to my by a supervisor of the association, however that email was never responded to. I tried calling, but the hold was always over an hr wait and I could never get a hold of anyone during the business hours and I could never get anyone until yesterday 7/17/23. Finally, they said I could not pay the bill because I was in foreclosure, for maintenance fees. I have paid off my timeshares (2) over $25k with interet, So now they put me in foreclosure? Is this a scam? Because that what it feels like. Please time is of the essence. Now that I have more legal fees and in foreclosure.

  Business Response

  Date: 07/23/2023

  I am sorry to hear this owner's property was reacquired through the foreclosure process. We mailed the appropriate invoices in 2022 and 2023. These invoices were for the same fees that have been due at the same time since 2012, when they became owners. We also mailed lockout letters, lien notices, and pre-foreclosure letters. We do this with the hope that the owner will make payment to come current on any outstanding monies owed. When the fees continue to go unpaid, as the purchase agreement states, the ownership will be sold through the foreclosure process to pay any outstanding balances. There isn't an option to give the property back to the owner once it has been sold.
  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20340664
  
  I am rejecting this response because:

  The property was not reacquired through the foreclosure process. It's evident that they did not take a look at the account. Also, I finally called Marriott vacation club customer service number, which is where you call to schedule a vacation. ******** bought Westin ********* VistanaThere, I told them my situation and they said that by law when I called the number they printed on the letter letting me know that I was in the "Intent to foreclose" , that number was to their same office. The Marriott customer service there, gave me Fidelity ***************************** When I called FACO, they said that by law, Vistana was to direct me and anyone that they send to foreclosure to FACO's number, Vistana was obligated to give me FACO's number so I can call them and remedy my situation.  Vistana failed to give me their number in every call I made, more that 5 times, holding more that 1hr at a time.  Finally on 7/21/23 I was able to get a hold of the foreclosure department,  Vistana, has not been helpful, and their response about them sending me a bill is incorrect. They didn't send me a bill for '23. the first bill mailed was May 22, 2023. As I originally attached.  They had put me on paperless billing, or so they said. And I haven't gotten my bill for '22 and '23. Once they found out I had paid my loan off, they started to not send my bill. Also, now they're saying "sorry ", Sorry is not correcting their problem. It's a scam, as I see it. How does a customer owner, get put on paperless once they pay off their loan? now because it's late and they do not want to reverse the late fees and legal fees, they send me to foreclosure? It's a scam, so they can regain the property and sell off to other buyers.  

  Their response does not remedy to remove sthe fees, as the original bill was not mailed to me. They remedy is to remove all the fees including legal fees.

  Attached is the email sent from FACO on 7/21/23, to show, now I have the correct contact. This should have been given from Vistana foreclosure department and vistana's Ocean Resort ******************* Which the attancements prior sent on original complaint shows all the numbers given to me by their "supervisors". None of these number I wrote down that they gave to me over the fone were for ********************** or FACO, which stated they are required by law to direct any customer sent to foreclosure be give by the Association. 

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

  Business Response

  Date: 07/31/2023

  Owners are given the opportunity to go paperless, but it is not something that we automatically elect for them. However, if the owner comes current on the outstanding monies owed, I am willing to deposit 1,500 Hold Club Points into the owner's account. These points can be used to secure a stay at any of our resorts, based on availability, within 60 days of arrival. Depending on when the owner wants to travel and the size of the villa they secure, these points can secure several nights at one of our resorts. I will also set the expiration date for the points to December 31, 2023. The owner will need to respond back to the BBB post when the fees have been brought current for me to post the points.

  Customer Answer

  Date: 08/10/2023

  The 10th day is today for me to respond.  I do not agree with Vistanas resolution. Plus this does not mean I resolve anything. They have put me through foreclosure now and they want to remedy by saying they will ***** me some days where I would have to pay more money just to use their facilities?

  I am requesting Vistana to withdraw, waive all fees incurred due to the foreclosure they have put me in.  My resolution to this matter is to pay the original  maintenance fee without foreclosure fees/attorney fees. If I owe any late fees, be it, however, they set me up with foreclosure to keep the timeshare since I had paid it off in 2020. 

  I will not agree to any foreclosure fees. 

  Customer Answer

  Date: 08/10/2023

  Please let me know if I need to provide the foreclosure letter sent to me by First American title Company, whom states they service Vistana with foreclosure proccessed by them. 

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20340664
  
  I am rejecting this response because:

  The 10th day is today for me to respond.  I do not agree with Vistanas resolution. Plus this does not mean I resolve anything. They have put me through foreclosure now and they want to remedy by saying they will ***** me some days where I would have to pay more money just to use their facilities?
  
  I am requesting Vistana to withdraw, waive all fees incurred due to the foreclosure they have put me in.  My resolution to this matter is to pay the original  maintenance fee without foreclosure fees/attorney fees. If I owe any late fees, be it, however, they set me up with foreclosure to keep the timeshare since I had paid it off in 2020. 
  
  I will not agree to any foreclosure fees. 
  
  Please let me know if I need to provide the foreclosure letter sent to me by First American title Company, whom states they service Vistana with foreclosure proccessed by them.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/29/2023

  When an owner's account is set for paperless, we do not mail the normal invoices. However, we still provide the details of the annual fees on the owner's website. The details can also be obtained by speaking with the Owner Services department.

  We also spoke with this owner in March and explained to them that they were past due. The owner declined to make a payment and understood additional fees would be added if the payment wasnt received. We will not remove the additional fees.