ComplaintsforVistana Signature Experiences

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We were sold an upgrade at ************************** ******* of ***** Star options. We have now found out our property is in ******* and it's under the Sheraton name. The whole thing was smoke and mirrors and totally a bunch of lies. The property deed was supposed to be under the Westin Flex name and the deed should have been at ************************** AZ. Now we have a property that is worth fifty percent less than what we were promised. I understand that the Timeshare business is not regulated. This is absolutely ridiculous and wrong in some many ways!

  Business response

  06/20/2024

  We are perplexed by ******************** complaint and apologize for any confusion that *** exist about his purchase that took place in February of 2020.  In review of our records, **************** acquired ****** Westin Flex Points.  While the Westin Flex Points *** be used to arrange reservations at a variety of Westin and Sheraton Resorts, they are not specifically deeded to a single resort, and certainly not an Orlando ***********************************

  Customer response

  06/20/2024

   
  Complaint: 21874465
  
  I am rejecting this response because: You can not have a fictitious deed floating out there are loan paperwork specifically says our property is in *******. Take the deed back and refund us our $6,000.00 in equity.
  
  Sincerely,
  
  ***** & *************************

  Business response

  06/24/2024

  ******************** purchase documents clearly disclosed the fact that his ownership interests are deeded Florida real-estate.   The corporate ************************ has sent **************** copies of his Purchase Agreement, Deed and QA checklists as evidence that no misrepresentation has occurred that warrants repurchasing his Westin Flex Points.  We consider this matter closed.

  Customer response

  06/25/2024

   
  Complaint: 21874465
  
  I am rejecting this response because: once again we were promised the real estate that we were purchasing is in ******* at ***************. Not some conglomerate in **. This industry is unregulated federally and they can make up any fictitious story to persuade you to buy without any repercussions. 
  

  Have some ethics! 
  
  Sincerely,
  
  ***** & *************************

• Initial Complaint

  06/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to express my concern regarding the transfer of my timeshare, originally purchased via resale. Despite the completion of all necessary paperwork and the payment of the transfer fee, which your ***************** confirmed receiving on April 26, the process remains incomplete.As per the standard procedure, I was informed the transfer would take no more than four weeks. However, after numerous inquiriesevidenced by eleven documented phone callsthe representatives have consistently informed me that the transfer is still pending. Furthermore, my attempts to escalate this matter to Supervisor ***********************************, overseeing contract #******, have been met with inadequate responses. Despite assurances of follow-up communications, both via email and phone, there has been a notable lack of progress. On June 5, ************************ committed to a follow-up the subsequent Monday, a promise that was not fulfilled, as evidenced by two additional emails and phone calls from my side. This delay has had significant repercussions, including the loss of opportunity to utilize or schedule my timeshare, and the looming risk of missing crucial banking deadlines. The lack of timely action and response from the supervisory level is concerning and requires immediate rectification. I urge you to address this matter with the utmost urgency and provide a clear timeline for the completion of the transfer process. Your prompt attention to this issue will be greatly appreciated.

  Customer response

  06/16/2024

  See attached signed privacy form.

  Business response

  06/18/2024

  A leader from our corporate ************************ has emailed ******************************* and offered to assist him with identifying what might be causing the delay of his externally purchased week being added to his ownership profile.  Additional details have been requested such as the name of the owner he purchased the week from and the resort name.  The corporate ************************ will continue to work with ******************************* until this matter is resolved.

  Customer response

  06/18/2024

  As you can see by the businesses poor response, they did not even review teh attachments. I clearly provided the full contact, and page 1 details the previous owner's full name and address. It is the entire deed of sale. I have attached documents showing I already have been working with a supervisor at the company, and it has been 15 days since we have spoken. They promised a follow-up (details attached), and they are significantly delayed. Waiting to respond until I write the BBB shows they only care about perception and not resolving customers' concerns. Please see the attached (attaching the full contract again, and emails with a supervisor there).

  Customer response

  06/18/2024

   
  Complaint: 21858038
  
  I am rejecting this response because:

  As you can see by the businesses poor response, they did not even review the attachment I took the time to upload in my initial complaint. I clearly provided the full contact details, and page 1 details the previous owner's full name and address. It is the entire deed of sale. I have attached documents showing I already have been working with a supervisor at the company, and it has been 15 days since we have spoken. They promised a follow-up (details attached), and they are significantly delayed. Waiting to respond until I write the BBB shows they only care about perception and not resolving customers' concerns. Please see the attached (attaching the full contract again, and emails with a supervisor there). Let's keep this open until the business resolves the issue (they have already had 2 months since they cashed the transfer check). 
  

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

  Business response

  06/18/2024

  We are happy to share that our Owner ************************ has finalized updating ************************************* ownership profile.  His account now reflects ********************** of his externally purchased ownership interest at The ************************  ********************************* is welcome to call Member Services at ************ in order to check availability or to inquire about using his newly acquired week this year.

  Customer response

  06/19/2024

   
  Complaint: 21858038
  
  I am rejecting this response because: The issue is still not resolved. Several Marriott employees provided me with information that is contradictory what what *** has provided. I will say, *** has been the only responsive person, and I have spoken with many employees (even Resolution Specialists who have failed to follow-up on their commitment). If this is not resolved amicably, I will upload all of my documentation on each of the interactions. However, *** is looking into the situation to see if he can resolve the Abound issue. I would like to keep this open until it is resolved, hopefully by next-week. Thank you for your time.
  
  Sincerely,
  
  **************************************

  Business response

  06/28/2024

  Over the past week ********************************* has been in contact with a member of our leadership team within the Customer Advocacy Office.  The matter is resolved.

  Customer response

  07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. *** from Vistana / MVW took ownership of the issue, confirmed there were errors made on behalf of the company, and resolved it in a fair manner. Thank you.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have over the last 5 months tried resolving an issue concerning one of our timeshares (contract# ******) that we inadvertently double paid the maintenance fees on.During this process to get our double payment refunded we have had to deal with not only Vistana but also through our CC company (Chase) that we used to pay the maintenance fees.At issue is a "re-bill" by ***** on 1/23/2024 made to Vistana for $3,515.78 that was never posted as a payment to our account.Therefore, ********************** says our maintenance fees are past due and we now owe $3,600.94 due to interest and a late payment fee.We have submitted numerous email requests through their web-site which haven't been acknowledged nor answered.Calls to various customer service departments within **************************+) have not resolved the issue, nor, the 3/7/2024 letter to we wrote to ******** ******************* serves they suggested we write.In fact, we never received a reply to that letter

  Business response

  06/07/2024

  Sent: Friday, June 7, 2024, 4:41 PM
  To: *****************
  Subject: MVW Executive Office
  
  Good afternoon ****************,
  
  I am in receipt of your correspondence that was sent to the Better Business Bureau.  I appreciate this opportunity to respond on behalf of the Westin Vacation Club brand.
  
  Please accept my sincere apology on behalf of our Financial Services department for the lack of follow up regarding your 2024 maintenance fees payment.  I revisited this matter with the leadership team within Financial Services and they agreed that the chargeback disputes certainly added a level of confusion to your account that prevented your maintenance fees from being paid.  Financial Services has agreed to post your payment and they have waived any late fees and interest that has accrued.  Your account now reflects a zero balance.
  
  Again, I am very sorry that you had to escalate your concern to the BBB in order to receive satisfaction to this matter.  Please let me know if I can be of further service. 
  
  Thank you for contacting the corporate ************************ for Marriott *********************** Worldwide and allowing me this opportunity to better serve you.
  
  Kind regards,
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer response

  06/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are filing this complaint to outline our discontent and dissatisfaction with the handling of our timeshare plan. During a review, we highlighted the challenges faced in booking resorts and utilizing our membership for travel plans, notably for the **************** in ********, ********** in 2019. Despite being offered an upgrade to a point system with promises of flexibility, including bonus points and a smart tablet gift, a family emergency led to the cancellation of our plans and subsequent return of points. Retirement has impacted our ability to keep up with escalating maintenance fees, penalties, interest, and unexpected separate maintenance fees for two accounts. This financial burden, coupled with the lack of benefits from upgrades made in 2012 and 2018, has made owning the timeshare unsustainable for us. The evolving timeshare landscape, corporate alliances, and buyouts have restricted our ability to enjoy the timeshare as initially envisioned. Despite purchases dating back to 2008 and subsequent upgrades, the promised benefits have not materialized, adding to our financial stress. The decision to seek release from our timeshare is fueled by the deceitful tactics employed by Vistana's sales team during the purchase process. We trusted in the integrity of Vistana, only to realize that the actual ownership experience does not align with the initial promises made to us. Attempts to address these issues have been met with resistance, highlighting ethical concerns in the sales approach. In light of these circumstances and the financial hardship imposed on us in retirement, we respectfully request a prompt release from our timeshare account. The core issue lies in the deceptive practices surrounding the sale rather than outstanding financial obligations.

  Business response

  06/05/2024

  Our records reflect that ****************** has been a Vistana owner since 1999.  During his lengthy tenure in the vacation ownership program ****************** entered into at least 3 more contracts over the years.  It is difficult to understand the reasoning as to why he would agree to all of these sales transactions if he was truly unhappy with the vacation ownership program.  ********************** most recent purchase occurred in September of 2018.  At that time he upgraded his ownership from our legacy weeks program to the Sheraton Flex Points Program.  The Sheraton Flex Program does provide a great deal of flexibility as owners have the ability to redeem their StarOptions for resort stays at 9 different Sheraton Vacation Club resorts, reservations can be requested up to 12 months in advance.  

  I am sorry to hear that the financial responsibilities that coincide with ********************** participation in the Sheraton Flex Program have become a burden.  I also note ********************** comments about the sale process being deceptive; however, no specific examples were provided that warrant consideration from our organization.  ****************** received all of the information that was necessary to make an informed purchase decision back in 2018 when he entered into the Sheraton Flex Program.   

  We are confident that our Owner Services team can assist ****************** with planning a fantastic vacation using his ownership interests. Currently 2024 maintenance fees are passed due.  Once those maintenance fees have been paid, ****************** will be able to plan his next reservation.  In order to arrange payment and to start the vacation planning process ****************** should contact Owner Services at ************.  

  Customer response

  06/06/2024

   
  Complaint: 21751510
  
  I am rejecting this response because:

  While Vistana highlighted our multiple purchases over the years, we want to express our deep dissatisfaction with their response.
  
  
  The mere fact that we have made several upgrades and have been members since 1999 does not equate to a satisfactory experience. Each upgrade was prompted by promises from the sales team that it would enhance our investment and opportunities within the vacation ownership program. However, with each upgrade came a new mortgage and no noticeable improvement in our overall experience.
  
  
  We were never informed about the maintenance fees being for two separate accounts when we initially signed the purchase agreements. Additionally, we are dismayed by the continuous changes in usage systems, buyouts, and corporate alliances within the timeshare industry. These changes have severely restricted our ability to utilize the timeshare as originally promised by the sales team.
  
  
  Our decision to seek immediate release from our timeshare agreement stems from the deceptive practices and questionable tactics employed during the sales process. It is disheartening to realize that the information provided to us back in 2018 did not reflect the reality we are currently facing.
  
  
  We kindly request that Vistana acknowledges our concerns and assists us in promptly resolving this matter. We believe that our experience warrants further investigation and remedial action to address the grievances we have outlined.
  Sincerely, 
  
  

  Sincerely,
  
  Donald& *****************************

  Business response

  06/10/2024

  To the contrary, multiple purchase transactions throughout the years typically represents an owner being satisfied in the program, so much so that they chose to upgrade their ownership.  ****************** certainly new about the mortgage financing terms and maintenance fee obligations that coincided with each of his purchases.  At his request, we can provide closing disclosure documents that clearly show all of the details related to financing his purchase.

  The integration of Sheraton, Westin and *************** into the new club points program, ABOUND, is a huge win for all owners.  ABOUND provides owners with access to more than 90 vacation ownership resorts and a wide variety of additional vacation options like cruises, hotel stays, tours and more.  

  At this juncture ****************** has not provided any lucid evidence of misrepresentation that warrants further action from our corporate office. 

  Customer response

  06/12/2024

   
  Complaint: 21751510
  
  As we stated in our previous response, with each upgrade we undertook, we saw no discernible improvement in our overall experience within the vacation ownership program. Despite promises of enhanced benefits and opportunities, our expectations were not met. The lack of tangible benefits from previous upgrades has left us seeking a resolution.
  
  
  At this point, our primary desire is to exit our timeshare agreement as it no longer aligns with our expectations and experiences. We kindly request Vistanas assistance in promptly facilitating this process.
  
  Sincerely,
  
  Donald& *****************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  BBB,We have never actually used our timeshare with Vistana. After digging deep, we found out that what our sales rep ************************* told us about being able to go "anywhere/any resort in the world" was limited to Sheraton/Westin properties. To stay at these places, we'd need to convert our points to a different type, which was confusing and anything but simple.It was clear that the value we were promised didn't match the costs involved. In reality, we'd only manage a short trip once a year, leaving us with little to no points for anything else. By redirecting the $160 monthly payment and the $500-600 maintenance fees to a vacation fund, we could have a much more fulfilling getaway than the timeshare could offer.Our lack of experience using the timeshare speaks volumes. Keeping it would likely just be a financial burden. It's not just throwing money away; it's a significant mistake that I deeply regret. I'm firm on not burdening my daughter with this. Having a timeshare doesn't provide any real benefits compared to the array of better vacation choices available. I could arrange a more enjoyable trip independently through travel websites.The timeshare's confusing setup shows that the focus isn't on enhancing the experience for buyers/users; it mainly benefits the profit-driven organizations behind it. I wouldn't want our daughter to inherit this timeshare. Can you help me get rid of our timeshare so our daughter will not inherit it?

  Business response

  05/29/2024

  From: ************************** (MVCI)
  Sent: Wednesday, May 29, 2024 2:40 PM
  To: *******************
  Subject: MVW Customer Advocacy
  
  Good afternoon ***************,
  
  I am in receipt of your complaint that was filed with the Better Business Bureau.  I appreciate this opportunity to respond on behalf of Sheraton Vacation Club.
  
  It is disappointing to here that you have not yet had the opportunity to take full advantage of your StarOptions to visit one of our world-class vacation ownership resorts.  It is not necessary to convert your StarOptions to another form of points in order to start planning your next vacation.  Your StarOptions can be used to stay at any of our Sheraton or Westin vacation ownership resorts and we can begin planning your inaugural vacation up to 8 months in advance.  For the 9 Sheraton Vacation Club resorts that belong to the Sheraton Flex program, we can begin planning even earlier 12 months in advance. 
  
  I would like the opportunity to help you use the program for its intended purpose.  If you can please respond with some idea of where and when you prefer to travel, I will gladly liaise with our Owner Services office with the goal of helping you plan a terrific vacation experience. You can find a full list of our Sheraton and Westin Vacation Club resorts on the Vistana website: www.marriottvacationclubs.com.
  
  Currently, your Sheraton Flex points are deeded into your name and ************** name.  Your daughter will not inherit the ownership interests unless you setup your estate planning in such a way. 
  
  I look forward to helping you plan a terrific vacation experience and hope to hear from you soon.
  
  Thank you,
  
  
  MARRIOTT VACATIONS WORLDWIDE
  *************************
  AVP, Customer Advocacy
  Customer Advocacy
  
  

  Customer response

  06/17/2024

   
  Complaint: 21747900
  
  I am rejecting this response because:

  More Information Received:

  from: ******************* on 6/11/2024

  Relay Message

  Mark as Reviewed

  Sent Via:	Email (ODR)
  From:	***********************
  From Email:	***********************
  To:	BBB Serving ***************
  Subject:	More Information
  Date Sent:	6/11/2024 8:59:38 PM
  Date Read:	6/17/2024 4:55:23 PM
  Attachments:

  
  
  

  Below is my response to the company.

  Ray, 
  We appreciate your getting back to us and the clarification about our ownership. At this point, we are not interested in learning more about the program. Our only desire is the completely terminate our ownership. It is nothing like we expected and we instantly regretted allowing ourselves to be coerced into purchasing this. The value of owning a timeshare is nowhere near how it was described to us. We have lost faith in this ownership entirely and would like you to move forward with processing our request to cancel. 
  Thank you, 

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

  Business response

  06/17/2024

  Sent: Thursday, June 13, 2024 3:35 PM
  To: ************************* <*******************>
  Subject: RE: [EXT] Re: MVW Customer Advocacy
  
  Good afternoon *****************,
  
  I am sorry that you remain disenchanted with your vacation ownership purchase.  Please understand that we are dealing with deeded property.  Once the closing has taken place it is not possible to simply cancel or terminate your purchase. 
  
  Just like all other forms of real estate, the only way to relinquish ownership is to sell the property to another individual.  The proceeds from the sale can be used to payoff your existing mortgage balance.  Alternatively, our Exit Services department does offer a deed back program, but a requirement is to first pay off the mortgage, all maintenance fees must be current as well.  If you would like to learn more about the deed back program, please call Exit Services at ************.
  
  Thank you,
  
  
  
  
  MARRIOTT VACATIONS WORLDWIDE

• Initial Complaint

  05/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

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

  Business response

  05/15/2024

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

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

  Customer response

  05/21/2024

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

  Customer response

  05/22/2024

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

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

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

  
  

  Business response

  05/22/2024

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

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

  Customer response

  05/22/2024

   
  Complaint: 21707435
  
  I am rejecting this response because:

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

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

• Initial Complaint

  04/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

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

  Business response

  04/26/2024

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

  Customer response

  04/29/2024

   
  Complaint: 21606018
  
  I am rejecting this response because:

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

  Business response

  05/09/2024

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

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

  Customer response

  05/22/2024

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

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Business response

  04/23/2024

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

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

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

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

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

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

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

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

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

  Customer response

  04/30/2024

   
  Complaint: 21602928
  
  I am rejecting this response because:

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

  Business response

  05/03/2024

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

  Customer response

  05/15/2024

   
  Complaint: 21602928
  
  I am rejecting this response because:

   

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

• Initial Complaint

  04/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

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

  Business response

  04/22/2024

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

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

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

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

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

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

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

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

  Customer response

  04/24/2024

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

  Customer response

  04/24/2024

   
  Complaint: 21575211
  
  I am rejecting this response because:

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

  Business response

  05/08/2024

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

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

  Customer response

  05/23/2024

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

  Customer response

  06/05/2024

   
  Complaint: 21575211
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

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

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

  Business response

  06/05/2024

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

  Customer response

  06/11/2024

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

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

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

  
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

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

  Business response

  04/15/2024

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

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

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

  Again, thank you for the opportunity to respond.

  Customer response

  04/22/2024

   
  Complaint: 21550805
  
  I am rejecting this response because:

   

  To whom it may concern, 

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

  
  Sincerely,

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

  Business response

  04/23/2024

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

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

  Customer response

  05/02/2024

   
  Complaint: 21550805
  
  I am rejecting this response because:

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

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

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