Business Profile

Vacation Timeshare

Vistana Signature Experiences

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Complaints

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

Customer Complaints Summary

164 total complaints in the last 3 years.
54 complaints closed in the last 12 months.

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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:04/03/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau, I am writing to formally complain to Vistana Resorts about their lack of communication, misleading sales practices, and failure to assist in my efforts to rescind a Timeshare agreement. Over two months ago, I reached out to Vistana Resorts to request the rescission of my Timeshare agreement. While I received an initial response from a representative named ***** ******, my follow-up email to her has gone unanswered. This complete lack of acknowledgment, particularly after I have been a loyal owner for over ten years, is both unprofessional and deeply frustrating. I have serious concerns about the sales process I was subjected to. Upon entering into this agreement, I did so in good faith, believing the promises made by the companys sales representatives. Unfortunately, these promises have proven misleading and untrue. The availability of the Timeshare is virtually nonexistent, and every attempt Ive made to resolve these issues has only resulted in additional costs. It has become evident that the sales tactics employed by Vistana Resorts were dishonest and manipulative, leaving me feeling misled and exploited. Despite my efforts to address these concerns and seek a fair resolution, Vistana Resorts has failed to respond appropriately or take any meaningful action to resolve the matter. I have been left without the necessary paperwork or guidance for rescinding the agreement, despite repeated requests. I respectfully request the Better Business Bureau to hold Vistana Resorts accountable for their lack of communication and unethical sales practices. I request the company provide me with the proper documentation and process to rescind my Timeshare agreement promptly. As a customer of over a decade, I believe I am entitled to transparent and respectful treatment, which has been sorely lacking in this situation. Thank you for your attention to this matter. Sincerely, ********* *******
Business Response
Date: 04/03/2025
Our records reflect that Mr. ******* purchased ****** StarOptions in the Sheraton Flex Program on July 30, 2016. Unfortunately, it is not possible to rescind the purchase as we are several years past the rescission period, which is within 10 day of contract signing. Mr. ******* has also provided no evidence of wrongdoing from our sales department that warrants further consideration to this request.
Mr. ******* has used his StarOptions as recently as February 13, 2022 when he visited Sheraton Vistana Resort in *******, ********
Our organization does offer a deed back program. The deed back program is managed through our Exit Services department. In order to qualify for the deed back program the ownership interest must have no debts (loan or delinquent maintenance fees) associated with them. ************** would like to learn more about the deed back program, he is welcome to contact Exit Services at ************. Alternatively, owners are able to sell their ownership interests on the external market for a price that they deem fair and reasonable.
Initial Complaint
Date:03/05/2025
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 reaching out to ask for your help with a problem we are having with Vistana. We own a timeshare with them, but due to many changes in our lives, we can no longer use it. Unfortunately, when we asked Vistana to cancel our ownership, we were told that there were no options at this time, but we would be contacted if anything came up. Our ownership is completely paid off, and all of our fees are current. We are both getting older, now aged 73 and 69, and have serious health problems. One of us is being treated for cancer and has needed multiple surgeries and treatments. The other deals with arthritis, which makes getting around very difficult. These conditions make travel hard to plan and even harder to enjoy.We barely travel anymore, and if we do, its only for 3-4 days. However, we still have to pay more than $1,400 every year in maintenance fees for a timeshare we cannot use. With our health challenges and financial limits, this just isnt something we can afford to do anymore.
Business Response
Date: 03/27/2025
We are very sorry to learn about Mr. *********** current medical circumstances and wish him well during this difficult time.

Unfortunately, our organization does not offer any sort of repurchase or deed back program for The Westin St. **** Villas. Mrs. ********* is welcome to list her property for sale on the open market, the process is similar to selling a home or any other form of deeded real estate.
Customer Answer
Date: 04/04/2025

Complaint: 23024681

I am rejecting this response because:
We strongly reject this response. Timeshares are commonly listed online for as little as $1, reflecting the lack of demand. Prospective buyers quickly lose interest once they learn about the exorbitant fees involved. This feels like an attempt to trap us into staying, purely for your financial gain. If the timeshare truly holds such value, reselling it to someone else shouldnt be an issue.

Sincerely,

*** *********
Business Response
Date: 04/07/2025
At this juncture we may only reiterate that our organization is not offering any sort of repurchase, deed back or listing programs for The Westin St. ****.
Initial Complaint
Date:02/16/2025
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.
Im reaching out to share some concerns about our experience with Vistana and to ask for help in figuring out how to leave our timeshare. Were struggling with both financial and service-related problems that have made staying in the agreement very difficult.The financial side is one of the biggest issues. Maintenance fees keep going up each year, and its becoming harder to fit that into our family budget. On top of that, theres a Club Due fee that we dont fully understand, but it adds a few hundred dollars more each year.Another major issue is how restricted things have become. When we first joined, flexibility was a big selling point, but now were locked into specific times for trips. If we dont make upgrades or changes, were put through an exit survey that feels unnecessary and uncomfortable. Sales **** also put a lot of pressure on us to buy upgrades or add extras, often making it seem like we had no other choice to keep the flexibility we originally wanted. Its overwhelming and feels unfair.Weve hit a point where this isnt working for us anymore. We need help in figuring out how to exit the timeshare, as the rising costs, lack of freedom, and constant sales pressure have made us feel stuck and stressed about the whole situation.Thank you for taking the time to look into this, and I hope you can help us work toward a solution.
Business Response
Date: 02/24/2025
Our records reflect that ************ and Ms. ********* purchased ******* StarOptions in the Sheraton Flex Program on September 2, 2012. Unfortunately, it is not possible to simply exit their purchase. The ownership interests are considered to be a form of deeded real estate. Therefore, in order to relinquish ownership of their interests ************ and Ms. ********* will need to list them for sale and payoff their outstanding maintenance fees before the deed can change hands.
Our Exit Services office does offer a convenient deed back program. The conditions of the deed back program stipulates that the ownership interests must be mortgage free and current on maintenance fees. If ************ and Ms. ********* would like to learn more about the deed back program, they are encouraged to call our Exit Services department at ************.
Customer Answer
Date: 02/27/2025

Complaint: 22949463

I am rejecting this response because:

Sincerely,

***** ********
Business Response
Date: 02/27/2025
No substance was provided within this rebuttal.

Customer Answer
Date: 03/07/2025

Complaint: 22949463

I am rejecting this response because: We appreciate that you responded to our complaint, but we cannot accept it. There is nothing convenient about this timeshare and were not sure how the deed back program is convenient when it requires paying thousands of dollars. It only seems like another hurdle rather than a solution.

Were not in a great financial spot right now, and paying off the loan and fees is simply not possible. If we could do that, we would have already taken care of it. Its not a matter of unwillingness; its a matter of not being able to.

We need an actual option instead of a refusal to help owners who have been loyal for over a decade.

Sincerely,

***** ********
Business Response
Date: 03/10/2025
At this juncture we may only reiterate that the organization is unable to pay off the financial obligations owed on the ownership interests. ************ is welcome to list her interests for sale on the external market. The process is similar to selling a home or any other form of deeded property. The loan must be paid off before the deed can change hands.
Customer Answer
Date: 03/12/2025

Complaint: 22949463

I am rejecting this response because: We were lied to, tried to cancel when this first happened, and overall, this needs to be made right. We will continue trying.

Sincerely,

***** ********
Initial Complaint
Date:02/04/2025
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.
Dear Vistana Loan Services,I am disputing the February 15, 2025, payment request for a legally rescinded timeshare contract with Marriott Vacation Club. My fianc, ****** ****** **** and I properly rescinded this contract within the legal rescission period under Florida Statute 721.07(6).Cancellation Timeline:January 8, 2025 Cancellation faxed (in lieu of certified mail).January 9, 2025 Cancellation emailed to ************************* (as listed in the Multisite Public Offering Statement).Multiple phone calls were made to Marriott/Vistana before the rescission period ended.Marriotts Contradictions:Jan 29, 2025 ******** requested proof of cancellation, acknowledging our rescission attempt.Jan 31, 2025 We forwarded the cancellation email. Marriott did not deny we sent it but claimed we used the "wrong" email.Feb 3, 2025 ******** confirmed receipt of our forwarded email.Feb 4, 2025 ******** reversed its position, claiming IT found no record of our email or fax, contradicting prior acknowledgments.Complaints Already Filed:Florida Attorney General New York ***************************************** (***)Requested Action:Immediately cease all payment demands and collection efforts.Acknowledge in writing that our contract was legally rescinded.Ensure no negative credit reporting or collection activity.If Vistana continues to demand payment, we will escalate this complaint to the ************************************ (****) and ******************************************************** (DBPR).Please confirm in writing that this matter is resolved.
Business Response
Date: 02/11/2025
Ms. ******** has been in communication with the corporate ************************ for Marriott ********************** Club. There claims to have submitted a cancellation email and facsimile were investigated and it was determined that no rescission cancellation notice was received by our organization prior to the closing date. **************** will adhere to the conditions of the purchase as outlined within the sales agreement and financing documents that Ms. ******** agreed to at the point of sale.
Customer Answer
Date: 02/11/2025

Complaint: 22900708

I am rejecting this response because:
I reject the finance companys response, as their claims are inaccurate and misleading.
Key Points:
1?? My Cancellation Was Sent Within the Legal Rescission Period
Florida Statute 721.07(6) states that a cancellation request is valid when sent, not when received.
I submitted my cancellation request on January 9, 2025, via email and faxed it on January 8, 2025both within the legal rescission period.
2?? ********* Contradictory Statements Prove Bad Faith
January 29, 2025 ********* representative requested proof of my cancellation, acknowledging my rescission attempt.
January 31, 2025 I forwarded my cancellation email; Marriott did not dispute that I sent it, only that it went to the "wrong" email.
February 3, 2025 ******** confirmed receipt of my forwarded cancellation email.
February 4, 2025 Marriott reversed course, claiming their IT department found no record of my original email or fax.
3?? This **************************** Review
Due to ********* failure to honor my legally valid rescission, I have already filed complaints with:
****************************** & Professional Regulation (DBPR)
********************************
*********************************
************************ (***)
Requested Resolution
Since the contract was legally rescinded within the required timeframe, the finance company must:
? Immediately cease all payment demands and collection efforts.
? Confirm in writing that no balance is due.
? Ensure no negative credit reporting or further action is taken.
If the finance company continues to pursue an invalid debt, I will provide all evidence to state and federal regulators, including the ************************************ (****), to ensure compliance with consumer protection laws.
I expect an immediate correction of this issue.

Sincerely,

******* ********
Business Response
Date: 02/13/2025
At this juncture we may only reiterate that our organization has investigated the matter and determined that we did not receive a written notice of cancellation within the 10 day rescission period. We consider this matter closed.
Initial Complaint
Date:01/28/2025
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.
Maintenance fees increase significantly each year, but valuation and services decrease. When I purchased my timeshares, I was told my unit would be cleaned mid week of my weeklong stay. During my most recent visit, I was told this is no longer the case unless you stay for 10+ days. Why am I paying more for less? In addition, Marriott Bonvoy points have been devalued in many cases. Why has my conversion rate not increased at the same rate? If I want to convert my ownership to points in any given year, what I can use my points on is significantly less than what I would receive a few years ago. Again, Im paying more for less. You are cheating your owners of what they signed up for. Ive been a supporter up until now, but Im having second thoughts.
Business Response
Date: 02/27/2025
We are very sorry to receive this complaint from Ms. ************* In review of Ms. ******** ownership profile we see that she owns one week at The **************** and ******* StarOptions in the Sheraton Flex Program. Housekeeping services are decided upon by each individual resort Condominium Ownership Assocation. Westin LagunaMar is one of a few resorts that does provide mid-week full housekeeping services to their owners so long as they are staying for a minimum of 7-nights. The costs associated with providing these services are budgeted as part of owners maintenance fees. The vast majority of Sheraton and Westin Vacation Club resorts do not offer any sort of mid-week cleaning services on a complimentary basis. This decision is usually made by the resorts Associations in an effort to keep maintenance fee costs down.
The number of Bonvoy points allocated to an ownership interest is decided at time of purchase and does not typically increase/decrease thereafter. Please understand that anytime an owner decides to trade their vacation time for a stipend of Bonvoy points, the organization must rent out that owners villa to offset the costs associated with providing this usage option. **************** (Marriott Vacations Worldwide) has to buy Bonvoy points from ********************** in order to satisfy these usage requests. Most owners do not understand that we are two completely different organizations.
In terms of value for maintenance fee dollars, owners will always receive the best value when arranging vacation time at their home resort.
Customer Answer
Date: 02/27/2025

Complaint: 22868980

I am rejecting this response because the value has decreased considerably. This is the first year I have been denied a free midweek cleaning. You changed your rules because it was good for you. Further, I do understand that Vistana and Marriott are separate entities. But when you brought them under the same umbrella, you should be working together. There is literally nobody for me to call or work with regarding the devaluation of my ownership. The only thing that hasnt changed is that I can book for a full week at my properties according to my ownership. Using it at other properties is almost impossible and changing to points, while it was never a great value, is even worse now since it costs more points to stay at hotels.

Sincerely,

********* ******
Business Response
Date: 02/27/2025
We are sorry that Ms. ****** continues to feel as though her ownership interests have lost value. As explained previously, all decisions related to housekeeping services are decided by each individual resorts Condominium Ownership Association. It is true that since the pandemic, most Associations have been focused on keeping inflationary pressures at bay and are looking various strategies to reduce operational costs for the good of all owners.
The vast majority of our owners redeem their StarOptions at ********, Westin and Sheraton Vacation Club resorts. The value in terms of number of StarOptions received annually and number of StarOptions that are required to visit a Vacation Club resort have not changed.
Marriott Bonvoy is an ancillary usage option, and the value may change at **********************'s (hotels) discretion. Unfortunately, our organization has no say over how many Bonvoy points ********************** charges for nightly Bonvoy redemption stays. ***************** Marriott Vacations Worldwide, spun off from ********************** 15 years ago and we are a completely separate publicly traded company.
If Ms. ****** needs help maximizing the value of her ownership, she is welcome to contact Member Services at ************. Our Vacation Advisors are trained experts on the program and can assist with reservation requests.
Initial Complaint
Date:01/16/2025
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.
Im filing a complaint about Marriott Vacations Worldwide regarding my Vistana timeshare purchase. I was misled during the sales process, and attempts to resolve this have gone nowhere. When I bought the timeshare, I was told the points system would provide flexibility and that I could use my Marriott Bonvoy points to cover maintenance fees and resort credits. Neither turned out to be true. I was also promised I could sell the timeshare back to the company after a year if it didnt work out. That assurance heavily influenced my decision, but I later discovered no such buy-back option exists.The salesperson never followed up as promised to explain how everything works. When I reached out, I was told theyd been fired, leaving me without support. The maintenance fees are another issue. Theyre significantly higher than what it costs to rent a similar property for a week. Since I was initially told ownership was required to stay at these properties, it was shocking to learn anyone can rent them for less than what Im paying in fees. This has been financially draining as a single mom and feels completely unfair. I contacted Kaymari ***** at Vistana to request a termination, explaining all the misleading information I was given, but I was denied due to my loan status. This doesnt feel right considering the circumstances. The sales ***** ******* ***** and ***** *******, misrepresented crucial details that convinced me to purchase. Their claims about Bonvoy point usage and the buy-back option were false, and I feel they should be held accountable.
Business Response
Date: 01/30/2025
In review of Ms. ********** ownership profile we see that she acquired ****** StarOptions in the Sheraton Flex Program on June 28, 2023. Our sales executives are trained to provide guests with an informative, low key and professional overview of the vacation ownership program. The very first page of Ms. ********** contract disclosed the annual maintenance fee costs. In addition, Ms. ******** received a thorough Purchaser's Acknowledgement Checklist wherein she signed acknowledging her sales executive made no representations about the investment or resale potential of the ownership interests. ****************** received copies of all sales disclosure documents on the day of her purchase, copies of her signed disclosure documents can be provided if needed.
Reservations may be requested up to 12 months in advance by calling our Member Services office at ************. Member Services hours of operation are Monday through Friday from 9:00 AM to 8:00 PM and Saturdays from 9:00 AM to 5:00 PM eastern time.
Customer Answer
Date: 02/13/2025
More COPYING-------

While I appreciate a detailed response, my concerns remain unaddressed. ******* ***** did not explain how the points system works, which left me unable to make a fully informed decision. The assertion that sales executives are trained to provide professional and informative presentations does not align with my experience. The presentation I attended was neither low-key nor professional, and important details were not adequately explained. I am aware of signing the Purchasers Acknowledgement Checklist, but again, I was explicitly told that I could sell the timeshare back after one year if I was unhappy. This assurance directly influenced my decision to proceed with the purchase. And now you are telling me that was a lie. It sounds like this "Purchaser's Acknowledgement Checklist" is just a convenient way for your salespeople to get away with lying to potential customers. I expect ********************** to honor what I was verbally told as part of resolving this matter. Additionally, the discrepancy between the *** assessment listed in my documents and the amount I was billed most recently still warrants clarification. This inconsistency remains unresolved too. There is a $190.83 difference between what is on my contract and what I was billed for.
Customer Answer
Date: 02/20/2025

Complaint: 22821855

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 2/13/2025 1:10:21 PM
More COPYING-------

While I appreciate a detailed response, my concerns remain unaddressed. ******* ***** did not explain how the points system works, which left me unable to make a fully informed decision. The assertion that sales executives are trained to provide professional and informative presentations does not align with my experience. The presentation I attended was neither low-key nor professional, and important details were not adequately explained. I am aware of signing the Purchasers Acknowledgement Checklist, but again, I was explicitly told that I could sell the timeshare back after one year if I was unhappy. This assurance directly influenced my decision to proceed with the purchase. And now you are telling me that was a lie. It sounds like this "Purchaser's Acknowledgement Checklist" is just a convenient way for your salespeople to get away with lying to potential customers. I expect ********************** to honor what I was verbally told as part of resolving this matter. Additionally, the discrepancy between the *** assessment listed in my documents and the amount I was billed most recently still warrants clarification. This inconsistency remains unresolved too. There is a $190.83 difference between what is on my contract and what I was billed for.

Sincerely,

******* ********
Business Response
Date: 02/20/2025
At this juncture we may only reiterate that Ms. ******** received all of the information necessary to make an informed purchase decision, including a complete copy of the reservation procedures. *************** felt pressured into this purchase, or wanted to cancel the transaction for any reason, she could have done so during the 10-day rescission period. The rescission period was disclosed in bold, conspicuous font just above the signature line of her contract. We are unable to ******************** request to exit her ownership.
Initial Complaint
Date:01/10/2025
Type:Billing 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.
During a presentation a Vistana salesperson informed me that an upgrade to my existing agreement would cost me $15000. My original purchase agreement was $26000. My original purchase agreement was $26000. I made a point to confirm and was reassured multiple times by the salesperson that my total cost , combining the previous purchase and the new upgrade would be $41000.Acting in good based on this assurance I secured a loan from my bank to pay Off $26000 from the original agreement due to the lower interest rate and payment terms offered by my bank. After making this payment , I contacted Vistana Resorts to confirm the successful payment and inquire about my balance. I was told I still owed them $41000, and Not $15000 as originally promised. I was totally shocked This brings the total of the Timeshare value to $67000- an amount I would never have agreed to had I been informed of it ************* request is simple and fair. I am asking for the agreement to be adjusted to reflect what was originally stated and agreed upon during the sales process-that is the new upgrade cost is $15000, not $41000. Alternatively , I request the current upgrade agreement be cancelled in full, as it was entered into under pretenses.I am seeking the assistance of the Better Business Bureau to ensure Vistana Resorts in good faith to resolve this matter promptly and ethically.Sincerely ******** ********
Business Response
Date: 01/16/2025
Our records indicate that Ms. ******** recently entered in a contract to purchase ******* StarOptions in the Sheraton Flex Program. For the purchaser's convenience, I have attached a copy of her Purchase Agreement and Loan Closing Disclosure documents. From these documents it is clear that Ms. ******** agreed to a new loan in the amount of $41,332.82. With that said, we acknowledge that a payment was made to her former loan account **********, which was paid in full as part of this new sales transaction. Ms. ******** sent in a payment to the closed loan ********** and the escrow balance of $25,076 has been transferred from the old loan to her new loan 4201319297. This brings the balance of her new loan down to $18,252.95.
We hope that this reply helps to clear up any confusion in relation to Ms. ********** recent purchase. *************** has any further questions she is welcome to contact **** **** in our corporate ************************ at ************.
Customer Answer
Date: 01/23/2025

Complaint: 22794081

I am rejecting this response because I am writing to express my shock and frustration regarding the recent application of escrow funds to my balance without my prior knowledge or authorization. This situation requires immediate clarification.
First, who authorized the use of escrow funds to be applied to my current balance? Why was I not informed that this was an option available to me? I expect a clear explanation of why such a significant decision was made, without consulting or notifying me beforehand.
I need detailed information on my options related to my escrow funds I have accrued. Can I have these funds sent directly to me instead of applying to my balance? I demand transparency on how this process works and why it was not communicated as an alternative.
Additionally , I was never informed that Vistana Resorts completed this transaction. Why? Who is responsible for this lack of communication? I want to see all related documentation confirming this transaction, along with verification that the remaining balance of $18,252.95 is accurate. This entire process feels opaque and poorly managed, and I am at a loss to explain why I was kept in the dark.
Please respond promptly with answers to my questions and provide all requested paperwork. This matter is far too serious to be overlooked or delayed further.
Sincerely,
******** ********

Sincerely,

Such ********
Business Response
Date: 01/27/2025
Mr. ******** may reach out to corporate Customer Advocacy Manager **** **** in relation to his inquiries about his loan transactions. **** **** can be reached at ************.
Customer Answer
Date: 01/27/2025

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,

Such ********
Initial Complaint
Date:01/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We are writing to voice our dissatisfaction and lodge a complaint against Vistana, a timeshare company we have been dealing with since 2017. Unfortunately, our experiences with the company have been marred by coercive sales tactics, undisclosed costs, and subpar services which have culminated in our decision to seek cancellation of our ************ 2017, Vistana aggressively pushed us into attending a meeting on their Flex program. We were pressured over the phone and made to feel that our attendance was mandatory. We spent an entire day of our vacation in this imposed meeting while our children waited idly. The firm's representatives consistently pushed us to upgrade to the Flex program, using manipulative tactics such as offering refreshments and warning us of lost vacationing flexibility. However, they conveniently failed to disclose pertinent details like maintenance fees and club dues, which have been escalating relentlessly.Our 2021 vacation experience at the ******* location was fraught with problems. The pool area was under construction, robbing our children of their water slide fun and the construction noise began at early hours disrupting our peace. The staff proved unhelpful and we even experienced rudeness with a representative hanging up on me. We faced issues with unavailable parking due to work trucks, missed room service, and late room readiness upon check-in. The villa's quality left much to be desired with a lack of heating facilities in my parent's room, which took an unbearable time to get ******** 2022, we were unable to book a vacation to ************ on our desired dates. Consequently, we missed vacationing that entire year, despite owning a timeshare that is supposed to guarantee us vacation privileges. To add insult to injury, medical expenses resulting from my multiple surgeries have made it financially difficult for us to continue with this arrangement.
Customer Answer
Date: 01/23/2025
Is it possible to reopen this case? I did not realize I could print this form and sign and scan in to for submitting.
Business Response
Date: 01/30/2025
We are very sorry to receive this complaint from Mr. *************** Our records reflect that on July 8, 2017 Mr. ******** entered into a contract to purchase ******* StarOptions in the Sheraton Flex Program. Pertinent program disclosures such as maintenance fee costs were provided at the point of sale within the purchase agreement and quality assurance checklist signed. We are also sorry to hear about Mr. ********** past experience while visiting ******* in 2021. Owners are typically notified about renovation work leading up to their stay and additional information is posted on the resort's website. Sheraton Vistana Villages has multiple pools for guests to enjoy throughout their stay. Amenity renovations are necessary from time to time in order to keep each of our resorts at the Sheraton standard.
Unfortunately, our organization does not currently offer any sort of a repurchase program for Sheraton Flex Points. Mr. ******** is welcome to list his ownership interests on the external market for a price that he deems fair and reasonable.

Customer Answer
Date: 02/05/2025

Complaint: 22781923

I am rejecting this response because:
As stated, Vistana's sales tactics need to be changed without any pressure or misleading information. If your product was as good as the picture painted, telling the truth and allowing possible customers the time to take the contract and have it reviewed would be allowed.

Sincerely,

****** ********
Initial Complaint
Date:01/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 29, 2024, I deposited my 2024 Vistana Timeshare to **********************. Upon receipt of the deposit confirmation- I noted 2025 was erroneously deposited, which didnt seem possible given I have not paid my 2025 maintenance fee. ******** cancelled the 2025 deposit and advised to contact Vistana to get my 2024 timeshare back in queue to deposit. Vistana advised a fee of $149 x 2 ($298 total for two weeks) to make my 2024 timeshare available. I paid over $2300maintenance fee in 2024. I suggested Vistana to refund my maintenance fee if they are not going to make 2024 available to deposit with **********************. I have not heard from Vistana.Vistanas approach is unfairIm hoping for the BBB to support making this scenario right for me as a consumer.Thank you,****** ******** ************* ************************
Business Response
Date: 01/09/2025
A senior leader from our corporate ************************ has emailed Ms. ******** directly and offered a fair and appropriate resolution to this matter. *************** has any additional questions or concerns she is welcome to contact our office at ************.
Initial Complaint
Date:12/17/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting a formal complaint regarding Harborside Resort at ******** and their lack of support in assisting with the cancellation of our timeshare agreement (Account Number: *******. Despite repeated efforts to resolve this matter, we have been unable to secure a resolution that relieves us of this financial burden.When we initially entered into the timeshare agreement, we were led to believe it would provide supplemental income during our retirement years. Unfortunately, this promise has not materialized. Now that my spouse and I are 70 and 69 years old and living on a fixed retirement income, the costs associated with maintaining this timeshare have become overwhelming. Instead of a beneficial asset, it has become a significant drain on our finances, jeopardizing our ability to maintain financial *********** this stage in life, we must be extremely cautious with how we allocate our limited resources to ensure we can sustain ourselves throughout retirement. As such, we can no longer justify the financial burden of this timeshare agreement and are formally requesting its cancellation.We respectfully ask for Harborside Resort at ******** to provide clear guidance on the necessary steps, forms, or documentation required to terminate the contract. Additionally, we request written confirmation once the cancellation process has been completed to ensure that all future obligations have been voided.We hope the company will act in good faith, taking into consideration our age and financial situation, and work with us to resolve this matter in a fair and timely manner. Your assistance in holding Harborside Resort accountable to address this issue is greatly appreciated.
Business Response
Date: 01/03/2025
Our records indicate that Mr. **** has been an owner at ********** Resort at ******** since 2003. He currently owes in excess of $10,500 in past due maintenance fees. Unfortunately, our organization does not offer any sort of exit or resale option for Harborside Resort at ********* We are very sorry that Mr. ****** personal financial situation has changed over the past few years and wish him well during this difficult time. Mr. ****** best option is to list his week for sale on the external market for a price that he deems fair and appropriate. In order to relinquish ownership of the property his ownership deed must change hands via the resale process. The process is no different then selling a home or any other form of deeded real estate.

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