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

163 total complaints in the last 3 years.
49 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:09/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I want to share my frustrating experience with Vistana, hoping to shed light on some issues. My family and I attended a timeshare presentation at the ********************, lured by the promise of a "free 4-night package." That sounded pretty sweet until we found ourselves in the middle of a high-pressure sales pitch that felt more like a trap than an opportunity. We were told that maintenance fees would be minimal and stable, but that couldnt be further from the truth. Instead of being a small cost, these fees have skyrocketed, becoming a significant financial burden that we were never warned about. Trying to use the ********************** system for point exchanges has been nothing short of a nightmare. What was supposed to be a way to enjoy affordable vacations turned into a confusing and expensive headache. The whole Staroptions/Club Points system hasnt made things any better, leaving us feeling like weve been duped into a bad deal. After reaching out to Vistana to cancel our timeshare contract, we were left unsatisfied with the response from **** ****. Being told to just stop paying isnt a real solution to us. Were looking for a way to cancel this contract and get a refund without being stuck with more financial stress. This experience has been incredibly disappointing, and we just want a straightforward way out. We'd appreciate some real help in resolving this.
Business Response
Date: 10/15/2024
From: ****, ****
Sent: Friday, May 17, 2024 4:20 PM
To: ********************** <*******************************>
Subject: Westin & Sheraton Vacation Clubs

Dear Dynise & ******* *******,

Your email addressed to Customer Advocacy regarding your ******************** Flex and Westin Flex ownerships and intentions to cancel has been received and forwarded to me for response. Thank you for taking the time to write to our office. I am saddened to learn of your product dissatisfaction and intentions to cancel. Please accept my apologies.
In review of your accounts, records indicate that you still have open loans. At this time, we are unable to offer an exit option. However, if you cannot longer continue to make your monthly loan payments, Financial Services may extend a deed-in-lieu of foreclosure (DIL) offer in writing once the account is over 120 days past due. You will need to contact Financial Services in acceptance to the offer so they can send all the necessary paperwork. This will be an easy and fast way for you to exit the ownership; however, there is no financial gain to you. Please know that during this process, you will continue to receive communication regarding your account status.
If you wish to discuss further or have any questions, please contact me at ************** or via email at **********************************.
Kind regards,
MARRIOTT VACATIONS WORLDWIDE

**** Diaz
Manager
Customer Advocacy
T ************
*****************************************
Customer Answer
Date: 10/28/2024

Complaint: 22349818

I am rejecting this response because not paying on a loan will result into ruining my credit.

Sincerely,

****** *******
Business Response
Date: 10/29/2024
Other than the loss mitigation process, the only other way for Ms. ******* to exit her ownership is to sell her interests on the open market for a price that she deems fair and reasonable. The deeds cannot change hands until the mortgage has been satisfied in one way or another. Unfortunately, the organization is unable to honor Ms. ********* request to simply cancel her contract. The responsibility lies with her to arrange the loan payoff.
Initial Complaint
Date:09/25/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 7, 2024 received hard sell (*** *****-************) to convert my timeshare week at The ********************** into an enhanced "Flex" product. Sales pitch was that the unit I owned was essentially worthless due to the merger with ******** and I would rarely get to "reserve" in-season weeks going forward. Cost, in addition to trade, was roughly $14,333 less a REFUND of the $2,113 in dues I paid for traded unit which would be promptly refunded to CC used. To date, NO REFUND despite dozens or more calls, always ignored, and have come to realize this was simply a sales scam. Further, I have already received a **** **** in the Flex unit which is not eligible for use until 2025.
Customer Answer
Date: 10/01/2024

Complaint: 22340539

I am rejecting this response because:
I was specifically told I did not retain my 2024 use year on smaller unit. The sales rep **** *****) specifically "sold" me on the net amount I was paying AFTER refund. Indeed the he responded just yesterday "Sorry for the delayed response as we have been trying to locate the maintenance refund for you. Your ownership closed in late June so you should have it....we just need to see where it was refunded to. Once I find out I will let you know. We should know something within 24 hours."

Sincerely,

******* ******
Business Response
Date: 10/02/2024
For Mr. ******** convenience I have attached a copy of his Upgrade Purchaser Acknowledgement for this transaction. This acknowledgement proves Mr. ******** understanding that "This upgrade is occurring on or before August 31st and Purchaser IS ELECTING to retain use rights on the Owned VOI for the CURRENT Use Year".
This transaction occurred in April of 2024 and Mr. ****** elected to retain usage of his former Westin Kierland property in this use year. **************** benefits from having access to the use of this ownership interest the maintenance fee obligation remains with him in 2024 and should not be refunded.
Mr. ****** currently has ****** StarOptions tied to his former Westin Kierland week. Member Services can assist Mr. ****** with using these StarOptions for a new reservation this year, or he is welcome to assign them with ********************** for use in the future. The telephone number to Member Services is ************.
Customer Answer
Date: 10/04/2024

Complaint: 22340539

I am rejecting this response because:
Well isn't the Vistana response special.....we all know the drill. Hard sell in which I retained detailed and contemporaneous notes, an hour gap in which they prepared roughly 100 pages of documents, and then the signing blitz requiring dozens of signatures/initials and no review of specifics. To borrow from Pyrrhus of Epirus; Vistana may win this battle but have certainly lost the war over a pittance of $2,100!
Sincerely,

******* ******
Business Response
Date: 10/08/2024
We apologize for Mr. ******** continued frustration. Unfortunately, we cannot rely upon verbal accusations or an individuals recollection of what may or may not have been discussed several months ago. We must refer to the information disclosed within the sales contract as it serves as clear evidence of the agreements made at the time of purchase.
Customer Answer
Date: 10/08/2024

Complaint: 22340539

I am rejecting this response because:
Also interesting that they dismiss the acknowledgment of their own salesman who recently sent me the following message: "Sorry for the delayed response as we have been trying to locate the maintenance refund for you. Your ownership closed late June so you should have it we just need to see where it was refunded to. Once I find out I will let you know. We should know something within 24 hours."

Sincerely,

******* ******
Business Response
Date: 10/09/2024
Sent: Wednesday, October 9, 2024 5:39 PM
To: ****************************************
Subject: MVW Customer Advocacy

Good afternoon Mr. **************** received word of a couple of complaints that you have filed with the Better Business Bureau regarding a maintenance fee credit that you feel should have been applied to your 2025 dues as a result of your last upgrade purchase.

While the contract states you were keeping 2024 usage of your Mission Hills week, and therefore paying maintenance fee for it in 2024, I understand that you have not yet used it and have no intention to do so. With that in mind, I have reached out to the sales leadership team in ******* to determine if it is possible for them to arrange the appropriate maintenance fee credit towards 2025 dues.

I am based in *******, and we are currently suffering the effects of Hurricane ******. I will follow up with you next week to provide an update.

Thank you,

MARRIOTT VACATIONS WORLDWIDE
Customer Answer
Date: 10/24/2024
This complaint has been resolved to my satisfaction. Thank you for your valuable service.
Initial Complaint
Date:09/21/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I submitted a complaint to the BBB 8/2023. Complaint # ********. This claim was closed 10/1/2023. In the settlement, ***** Daviglus, the ************ Manager at Marriott Vacations Worldwide, promised the BBB that he would "discuss arrangements of another 5night/4 day package offer" But when I returned to the Sheraton Vistana Villages 9/15/2024 to honor the package extended, ***** refused to honor the package that he promised the BBB that he would offer. Instead, ***** extended me an offer 1 day short of the initial agreement, 4 days/3 nights and refused to give me the ****** Bonus points &/or $250 resort credits that was offered when I made the reservation August 6th, 2024. I opted for the $250 resort credit at the time of booking my dates for my stay and ***** refused to honor what he promised & offered. This is the 2nd time that the Sheraton Vistana Villages Resort has had me come to there establishment and they NOT keep there promises. This is extremely expensive at this point and unprofessional and unacceptable
Business Response
Date: 09/30/2024
Sr. Marketing Manager ***** Daviglus did work with Ms. ****** in November of 2023. During that time, he extended a complimentary return package to stay. In order to avoid any confusion, ***** sent Ms. ******* the email below to Ms. ******* on November 8, 2023. The email clearly spells out the terms of the return package including the lead reference number, that the package will be for 4 days/3 nights in a 2-bedroom villa. The package did not come with any type of incentive. This matter has been reviewed by the corporate ************************ and we consider the matter closed.

From: Daviglus, ***** <***************************************************************************>
Sent: Wednesday, November 8, 2023 1:30 PM
To: *******************************
Subject: Your Return Stay *************************************** was a pleasure speaking with you today. We are really looking forward to your return stay with us. Below are the details for the package we agreed to invite you on. This will give us a chance to redo the sales presentation you were looking forward to.

Please remember to plan your dates at least 90 days in advance and more than 120 days in advance if its a particularly busy time of year. Dates are based on availability.

Stay in touch if you have any questions.

Thank you.

Reference#*******
Call **************
4 days / 3 nights
2bd villa
Sheraton Vistana Villages
18 months to travel

MARRIOTT VACATIONS WORLDWIDE

***** Daviglus, MBA
************ Manager
T ************

**************************************************
********************************************
Customer Answer
Date: 09/30/2024

Complaint: 22319963

I am rejecting this response because, when you read the agree upon resolution - the Sheraton agreed to a resolution of 5 day/4 nights stay (per complaint #******** ) If you look at the email I attached from *****, he reduced the agreement by 1 night. Which is not what we agreed with to the BBB and it was not what he promised me. I have attached all relevant docs which will prove this.

Sincerely,

******** ******
Business Response
Date: 10/01/2024
A 4 day/3-night package is absolutely what was agreed to when this matter was resolved last year. At this juncture we may only reiterate that Ms. ****** is not entitled to further compensation, and we consider this matter closed.
Customer Answer
Date: 10/02/2024

Complaint: 22319963

I am rejecting this response because: and I REPEAT - YOU DID NOT KEEP YOUR PROMISE/AGREEMENT that you made to myself and the BBB. You promised 5 days and gave only 4 in actuality (proven in the attachments provided)
Attachment #1) shows the desired agreement/solution (highlighted) from the initial complaint #********
Attachment # 2) is the BBB response from the Business (Sheraton) highlighted on the attached file stating " As a existing owner with Marriott Vacation Club, we value Ms ******* interest in enhancing her ownership. To discuss arrangements of another 5day/4night package offer, she may anticipate contact from our package team ***** Daviglus..."
Attachment #3) the email from ***** not offering what he agreed to with the BBB and instead offering 4 days not the 5 he promised and
Attachment #4) my email to ***** asking him why he had offered me 4 days vs the 5 he had promised the BBB he would do. The Sheraton closed the case with BBB and went right behind the agencies back and STILL did what THET wanted to do - not what they promised in the complaint # ********
The responses from the Sheraton shows/displays the type of arrogance, lack of concern and unaccountability that I've experience with there brand and continue to experience. A written agreement/resolution is a legal binding contract and *****/Sheraton breached the agreement that I agree to - when he offered me a different package than what he told the BBB that he would offer.

Sincerely,

******** ******
Customer Answer
Date: 10/03/2024
Thanks for the additional resources BBB - As for ****** and ****** they are liars. I work in the hospitality field and will be sure to spread the word. Its a small world and reviews go a longggggggg way!!
Initial Complaint
Date:09/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our relationship with Vistana has been completely full of fabrications and misleadings. It started with a 90 Minute presentation that lasted for almost 4 hours. Although we understand we were not being held against our will, they made it very difficult to leave. After a very aggressive and complex explanation of the points system, we felt comfortable moving forward with an every other year ownership. However, what was overly explained to us, was not the reality of our ownership. We inquired on several occasions throughout the years about the challenges that we faced when attempting to take advantage of our ownership, however a resolution has never been presented. We have yet to be able to use our ownership and they have continued to provide zero benefit. We have recently been attempting to inquire of terminating our ownership, but have been met with zero help or assistance. We are not sure where to turn and hopeful that the BBB can assist in at least gaining communication.
Business Response
Date: 09/24/2024
Good afternoon Mr. *************** received your complaint filed with the Better Business Bureau. I appreciate this opportunity to respond on behalf of the Westin Vacation Club brand.

In review of your account, I see that you acquired ****** StarOptions in the Westin Flex program on May 30, 2019, with first year of usage commencing in 2021. I also briefly reviewed your usage history and can see that you have deposited once years' worth of options with ********************** and banked the remaining year. I would love the opportunity to work with you towards the goal of planning your next stay at one of our Westin Vacation Club resorts through the program. Please let me know if there are any vacation destinations that are of particular interest to you, and I will gladly liaise with our Member Services office to check availability.

With the understanding that your Westin Flex ownership is considered a form of deeded real estate, unfortunately, it is not possible to simply cancel your participation in the program. To relinquish ownership of your Westin Flex interest you would need to sell it to another individual by placing it up for sale. The process is no different than listing a home or any other form of real estate for sale.

I hope that you decide to keep your Westin Flex points. As you know, they provide you with easy access to several of our Westin Vacation Club resorts. You can find a complete list on our website, *******************************************. I look forward to receiving a response from you soon so that we may begin planning your next vacation stay.

Kind regards,

MARRIOTT VACATIONS WORLDWIDE
Customer Answer
Date: 10/05/2024
October 5, 2024
TO: ****** ********,
I was ill for a few days, which delayed my response to Marriott's submission.
I have recovered now and will be submitting my response today.
Please do not close this case, as it is still in Active status.
Thank You,
--**** *****, Oceanside CA, C: ************
Complaint # ********
Customer Answer
Date: 10/05/2024
**REJECTING COMPANY'S RESPONSE & OFFER** October 5, 2024
While I appreciate Vistana replying to my complaint, I do not feel as though they have given the proper attention to answer my concerns to the full extent.
While I understand that I may not agree with what they have presented, I feel that they have not done the necessary investigation to reach a valid conclusion. They have reached out to me directly through Mr. *** *********, and I will continue to have further conversations with them regarding my situation.
As of this date, Vistana has not made a good faith effort to resolve the issue and therefore I do not accept the business decision at this time.
Sincerely,
****** A. *****, Oceanside CA *****, C: ************, E: ************************
Initial Complaint
Date:09/03/2024
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.
We are submitting a complaint against Vistana regarding our unsatisfactory experience with our timeshare investment. We were initially drawn in by a pandemic special offer that promised substantial returns and bonus points, leading us to invest without thorough evaluation. However, using the timeshare, particularly in ****, became challenging due to unexpected events like the Lahaina fire, which thwarted our efforts to secure alternative accommodations. Our attempts to obtain assistance from Vistana were met with unmet appointments and obstacles in fully utilizing the ownership benefits. Although shifting our points to ********************** provided temporary relief, persistent issues with accessibility and usability remained. When exploring the option to convert points to Marriott for enhanced flexibility, we encountered restricted access options and additional financial commitments, further heightening our frustration. The disparity between the promises made during the purchase and our actual experience has resulted in both financial strain and emotional distress. We now seek to terminate our contracts with Vistana to alleviate these burdens and address the disappointment caused by unmet promises and misaligned expectations.
Business Response
Date: 09/05/2024
Our records indicate that ************ entered into two separate purchase agreements with our organization. The first purchase was for ******* StarOptions in the Westin Flex program, this transaction occurred on July 23, 2021, with 2023 first year occupancy. ************ was awarded ******* first day purchase incentive StarOptions on February 22, 2022. The second purchase was for an additional ****** StarOptions, this transaction occurred on March 24, 2022, with 2023 first year occupancy. ************ was awarded an additional ****** first day purchase incentive StarOptions on October 26, 2022.
Currently, ************ has a large balance of StarOptions that may be used to plan his inaugural vacation stay at one of our world-class resorts. We are sorry to hear that last year's plans to visit the island of **** were disturbed by the tragic wildfires. It is understandable that ************ would choose to delay this particular trip. Thankfully, all of our Westin Vacation Club resort were not affected by the wildfires and there is currently plenty of availability for ************ to redeem his StarOptions to arrange a future visit to ****. Alternatively, Member Services can assist ************ with planning his next vacation, we have hundreds of Vacation Advisors who specialize in the vacation planning process. ************ is encouraged to call ************ or he can reserve online at MarriottVacationClubs.com.
Unfortunately, it is not possible to honor **************** request to repurchase his ownership interests. Westin Flex Points are considered to be deeded real estate and once the closing has taken place the only way for the deeds to change hands is to sell them to another individual. The process is similar to selling a home or any other form of deeded real estate.

Customer Answer
Date: 09/06/2024

Complaint: 22236003

I am rejecting this response because this is another smoke screen they use to make themselves look like they are a respectable business offering assistance. The truth is that we have reached out to them many times and have not gotten the help we needed. At this point, we are way past trying to book something. We need to cancel our timeshare. That is our goal. They have repeatedly misrepresented what they have sold us and have been taken over by the merger with Marriott. This point system only has value to them, and its like monopoly money. We have been coerced to get more points, but it's never enough. The only people who think this is similar to real property is the timeshare. If this was anything like a deeded property, it could be bought, sold, and taken back. If you try and sell it online the value is $1. We have already lost thousands of dollars. Please cancel this timeshare.

Sincerely,

***********************
Business Response
Date: 09/10/2024
At this juncture we may only reiterate that it is not possible to cancel a legally binding real estate contract once the transaction has closed. ************ is welcome to list his Westin ownership interests for sale on the external market as explained previously.
The vacation ownership program does work as designed. With more than ******* owners and over 40 years in the vacation ownership industry we may assure ************ that his decision to become an owner what an excellent choice. There are more than 100 Vacation Club resorts that ************ can visit and hundreds of alternative usage options available. To get started planning his next vacation we suggest contacting Member Services at ************.
Customer Answer
Date: 09/13/2024

Complaint: 22236003

I am rejecting this response because:
The legally binding contract you refer to should be null and void. It is based on lies by your sales staff. Misleading, omitting information and pressuring consumers to sign contracts under your self-imposed timeframe, without offering customers the chance to have it reviewed prior to signing, should be grounds for the termination of the contract you so easily fall back on.

We were told our original purchase into vistana would automatically convert into Marriott points without any other purchase when the merger was completed. This was presented to us as an automatic increase in value to what we were purchasing due to the merger.
We were contacted again by Vistana **** prior to the Marriott merger, informing us that Marriott was giving extra rewards and benefits to those who owned two packages. By purchasing a second package, we would be receiving much more when the merger was completed. Again, at no additional cost.

Nothing about this property is even close to real estate. We have listed it with an online timeshare selling company and other listings as well and have not even received one offer because it is nothing like real property.
We have not been able to use one single point or bonus point in 3 years which have already expired, been rolled over into another program that is not desirable, or will expire at the end of this year and not usable.
We were told that we could book a year in advance for premium rooms, but due to it being a large hotel with so many options, there was always availability.
There has not been any availability anywhere we are able to go, during the time we are able to go. Now, to get what we were told we would automatically get from the merger, for free, we are now told we must spend more money, a lot more, more than we can afford and more than the value of what we receive.
This is 100% unaffordable at this point and nothing close to what we were told we were going to receive.
We were also told that we could refinance with any bank to get a lower interest rate but any bank that we have attempted to refinance with has basically laughed at us and said they would not touch a timeshare because it does not hold any value to anyone other than the timeshare property because there is nothing to take back if payment are missed.

I would encourage you to do what is right and cancel the contract.
Sincerely,

***********************
Initial Complaint
Date:09/01/2024
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.
We are having some serious issues with Vistana/MVW and the kind of responses and help we are receiving. I have communicated and explained to their offices that due to medical conditions, medical costs and changes in our lives, we arent able to use or pay for our timeshare any longer. Reasons beyond our control are keeping us from owning this timeshare any more. Vistana refuses to work with us or provide us with any information about what options could be available to owners in our certain circumstances. We have only been told that we must pay it off in full before we can be released. Apparently, that will affect our cancellation options if we have an outstanding balance, which doesnt make any sense. We do not have $24,898.19 just lying around to be able to exist a timeshare that we cant afford or utilize anymore. We have not been able to use this timeshare for years, and it is eating away at us mentally and financially. Its becoming increasingly urgent that we get a cancellation offer and a way for us to exit our timeshare completly as soon as possible. It seems as if we should be given much better service and understanding based on our history with Vistana and being a timeshare owner with them.
Business Response
Date: 11/07/2024
We are very sorry to learn about Mrs. ****** personal medical and financial circumstances. Unfortunately, it is not possible to simply cancel a legally binding real estate contract of this kind. Mrs. ***** does have the option to list her ownership interests for sale on the open market for a price that she deems fair and appropriate. The mortgage will need to be fully satisfied before the deed can change hands. **************** does not offer any sort of financial hardship relief program that would alleviate Mrs. ***** of the financial responsibilities that coincide with her ownership interests.
Customer Answer
Date: 11/21/2024

Complaint: 22227517

I am rejecting this response because:

Sincerely,

***** *****
Customer Answer
Date: 11/21/2024
We are deeply disappointed by the responses we've received from Vistana. Its disheartening to encounter such a lack of support from a company of your stature, especially during times of personal hardship. Your 'sorry to hear' isnt really cutting it. One would expect that an organization like yours would have a financial or medical hardship program in place for owners experiencing significant life changes. The absence of such a program shows a serious lack of empathy and understanding towards your owner needs. The frustration is compounded by the inability to connect with anyone within your organization who is willing to take our calls and work with us to develop creative solutions to cancel this timeshare. This leaves us feeling ignored and helpless, as if our concerns are not worthy of your attention. We are not asking for the impossible, we are simply seeking a way to navigate our current financial constraints. There must be a method to transfer ownership even with an open mortgage, as deeds, change hands under similar situations. It is incredibly upsetting to think that no one within your organization can assist us with such possibilities. We implore you to reconsider your approach and offer some relief or guidance to those of us who have been loyal owners but are now facing unforeseen challenges. It is the least you can do.

Business Response
Date: 11/21/2024
At this juncture we may only reiterate that the organization is unable to assume the responsibility of Mrs. ****** mortgage balance. The ownership interests that Mrs. ***** owns are considered a form of deeded real estate, no different than a home or condominium. Mrs. ****** best option is to list her interest for sale on the external market, the proceeds of the transaction can be used to pay off her mortgage balance. ************* would like to speak with an ************ representative about listing her ownership interests for resale, she may contact that office at ************. Exit Services hours of operation are Monday through Thursday from 9am to 5pm and Friday from 10am to 5pm.
Initial Complaint
Date:08/29/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We dont know what Vistana/******** has going on, but no one there seems to be able to help customers with anything. We were told one thing by one person there, ****, and then another person we spoke to, *********, claimed to now know who the original person we spoke to was. Where is the communication? Surely a company that large would keep proper documentation on who is working what. Regardless, we recently were working with a Kaymari who is obviously just sending saved templates to on repeatedly without listening to our concerns. We have been trying to get someone there to help us cancel out timeshare for months now and our account is still open. The process shouldnt be hard, but no one there seems to want to actually work.
Business Response
Date: 09/12/2024
Unfortunately, it is not possible to simply cancel a legally binding real estate transaction. Mr. ******* is currently delinquent on maintenance fees for both his Sheraton Flex ownership interests and his Harborside resort at Atlantis ownership interest. Collection notification letters have been sent to Mr. ******* explaining his current standing in the loss mitigation process. It is up to each resorts Condominium Ownership Association to determine whether to move forward with foreclosure action for unpaid accounts. We encourage Mr. ******* to pay his past due maintenance fees so that he may once again begin to enjoy quality vacation experiences using both ownership interests.
Customer Answer
Date: 09/17/2024

Complaint: 22215459

I am rejecting this response because: in June of 2023 when all accounts were up to date my wife called to book date in July of 2024 to bring grandchildren to ******* The person that answered the phone informed her that we were past-due for a payment that was not due until 2024. So, we asked him how that is possible when we are six months away from 2024. He said that we cannot reserve a room in 2024 until that $1400.00 payment is made. I told him it is made aways at the same time, at the end of the year. and that we have never had this problem before. The account has always been paid on time prior to being told this. After all the years we used this time share never having this happen before. We had to make our own arrangements for ******* this year. So, I will never pay them again.

Sincerely,

******* *******
Business Response
Date: 09/18/2024
******** ******* owns one week at ********** Resort at ********* This week is several years in arrears for maintenance fees. When maintenance fees are unpaid, the account is placed in a denial of use status until brought current.
Customer Answer
Date: 09/26/2024

Complaint: 22215459

I am rejecting this response because: we have paid off harborside and have ownership papers to prove,

Sincerely,

******* *******
Business Response
Date: 09/30/2024
While Mr. ********* ownership week at Harborside Resort at ******** may be mortgage free, he is still obligated to pay the annual *********************** dues. Failure to pay these dues will result in the ownershipl being placed in denial of use status until the account is brought current.
Customer Answer
Date: 10/03/2024

Complaint: 22215459

I am rejecting this response because: We have been in this program for many years and to be treated like this, shows that their only concern is MONEY. We no longer want to be part of their programs.

Sincerely,

******* *******
Initial Complaint
Date:08/27/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I am an owner of a timeshare weeks at Bayvista Villas at The ***********************. For several years the association has not paid the taxes to the **** tax assessors office which we pay Vistana via our annual dues. I have been trying to remedy this since May of 2023, but to no avail. I have been given nothing but lies that it is being looked into. For over a year I have been ignored, lied to and out right made a fool of. This problem has to be fixed between the association and the ****. My contract is ******. It would be nice for someone to please actually be honest and look into this.We have been trying to sell our week since May 2023 but cannot do so because the **** tax assessors office will not issue a letter of property release until the past due taxes are paid by Vistana who is now also owned by Marriott Vacation Club.******* and *************************
Business Response
Date: 08/30/2024
In October 2023 **************** was provided with the following information from the Westin Vacation Management Company. We do not have any further updates at this time. **************** has been working directly with ***************** of our corporate Customer Advocacy office. **** is familiar with ******************** personal circumstances. **************** is encouraged to continue corresponding with **** and may contact him directly at ************ for future inquiries.

Owners,

Today, we are reaching out to you to address questions and comments that have been raised recently regarding the payment of property taxes for the *********************** and Vacation Ownership Plan (*********).

Westin Vacation Management Company (Westin) and ******************************************** together have been looking into the matter at hand with the Offices of the Tax Assessor and the Tax Collector for the Government of the ** S. Virgin Islands (the ***** These are the offices of the *** responsible for administering the property tax system for the ******************** (USVI). Property taxes are based on the assessed property value listed by the ********************* and before a deed can be recorded, the timeshare interest must be assigned a discrete parcel identification number by the Tax Assessor, the assessed taxes must be paid to the Tax Collector and a tax clearance letter issued by the Tax Collector.

Due to a variety of reasons, the Tax Assessors listing of some of the property comprising ********* is incorrect and many timeshare interests have not been assigned parcel identification numbers. In addition, there was a significant delay in billing property taxes by the Tax Assessor for many timeshare properties, including billing for **********

Property taxes have now been billed and the Association has remitted the taxes. With the consent of the Association, ****** has engaged local counsel to work with the ******************** to correct the Bay Vista property listing and get discrete parcel identification numbers assigned to each timeshare interest. Local counsel is also working with the *********************** to remove late fees and penalties that have been charged in error. However, even after the tax payment has been posted, there may still be delays in having deeds recorded while the assignment of parcel identification numbers are completed. ****** is working with the ******************** to have Tax IDs assigned for all vacation ownership interests.

Finally, the Bay Vista interests have elevated assessed values, so that the taxes being billed for this property exceed what Westin and the Association believe is fair and comparable to other locations. ****** and local counsel are also in the process of working with the Tax Assessor to come to an agreement on the fair value for the property.

Unfortunately, this has been a long and challenging process, and we understand that owners have been inconvenienced because the *** will not record the deeds for their interest. Please rest assured that ****** and the Association are working to have these issues resolved as soon as possible. We appreciate your patience and understanding and plan to give additional updates to your Board in the coming weeks.

Sincerely,
Westin Vacation Management Corporation
Customer Answer
Date: 08/30/2024

Complaint: 22206431

I am rejecting this response because: it has been the same response since May 2023. ***********, although very courteous is unable to help. All I keep being told is that it is being looked into. I can no longer afford the dues and I have a buyer who has been more than patient but for the past year I am at risk of said buyer waking away.

Sincerely,

******* ******
Business Response
Date: 09/03/2024
While we empathize with ******************** frustrations, unfortunately, we do not have any further updates outside of what has been shared with him previously. The Association is actively working with local authorities in ************ regarding the tax situation and we are at the mercy of the authorities to assist with moving this process forward. As soon as notable progress is made, **************** along with all other impacted owners will receive an update.
Customer Answer
Date: 09/04/2024

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.
Consumer
Most Recent Message
Date Sent: 9/3/2024 6:08:12 PM
It appears I have no option in this matter but to go with the response they've provided.

Sincerely,

******* ******
Initial Complaint
Date:08/26/2024
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.
To whom it may concern, In August 2018, we were contacted with an offer for a free stay at a Westin resort in ****, which required attending a sales presentation for their Vacation Club Program. Although we had previously turned down similar offers, we were told this was a unique opportunity, so we decided to take advantage of it.The presentation was initially supposed to last 90 minutes but ended up stretching over three hours. Despite our reservations and feeling considerable pressure, we eventually made a purchase. We were assured that we could sell the property if we were dissatisfied and that we could use points at any affiliated resorts globally.However, after the purchase, we found out that the program had significant limitations. We could only use it every other year, and there were many blackout dates. We felt that we had been misled about the program's benefits. Regretting our decision, we continued to make the monthly payment of $546.99 and cover maintenance fees to avoid harming our credit.Sincerely, ***** and ***** ******
Customer Answer
Date: 09/26/2024
Hi Team,

I am reaching out to request the reopening of my case, as I am still in need of assistance. I sincerely apologize for the delay in my response.

For your reference, my complaint number is 22198079

Thank you for your assistance.

Kind regards,
***** and ***** ******
Business Response
Date: 10/15/2024
Our records indicate that *** and Mrs. ****** acquired an odd year only Westin Nanea Ocean Villas vacation ownership package. This transaction occurred in September of 2018. During their tenure as owners *** and Mrs. ****** have used the program for its intended purpose, traveling to The Westin LagunaMar for 7-nights in November of 2021.
We apologize if *** and Mrs. ****** regret their decision to purchase into the Westin Vacation Ownership program. If their desire is to relinquish ownership of the property, then they are welcome to list it for sale on the open market for a price that they deem fair and reasonable. The process is no different than selling a home or any other form of deeded real estate.
Initial Complaint
Date:08/20/2024
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.
Despite my consistent efforts to resolve the situation directly with Vistana, I have been met with an unfavorable and unyielding stance on their part. Over the course of my contract, I have experienced several disheartening issues with their services which have significantly eroded my confidence and trust. Despite these circumstances, I have been faithfully meeting my financial obligations by making payments on my loan in a timely manner. However, I have made several attempts to cancel my contract due to the service mentioned above issues, only to be informed that this is not possible until I completely pay off my loan. This requirement seems extremely unjust and unacceptable considering the nature of my grievances.
Business Response
Date: 08/21/2024
Our organization received a similar complaint from ********************** in January. The matter was responded to by Customer Advocacy Manager, ***********************************. ******* reviewed ************************** ownership profile noting that he has used his ownership for two reservations in 2023 and banked his remaining StarOptions for use until 2025. In 2024, ********************** elected his ownership interests to Marriott ABOUND Club Points.
After investigating the matter ******* was unable to substantiate any of ************************** misrepresentation claims. He received all of the information and sales disclosures required to make an informed purchase decision.
Unfortunately, our organization does not offer any type of Exit Program for Sheraton Flex owners outside of the deed back program that ********************** was informed of. ********************** does have the option to list his Sheraton Flex Points for resale on the external market for a price that he deems fair and reasonable.
Customer Answer
Date: 08/28/2024

Complaint: 22170211

I am rejecting this response because:
Marriott claims that they do not offer any other options other than their deedback program, but they fail to mention that the program requires that their mortgage be paid in full before someone could be eligible. This is extremely unfair and insensitive to owners like myself who again, were not aware of the costs associated with their program. It does not seem right to fully pay off an item and then simply give it away for free, why does ******** expect an owner who has been current on payments and has already given them thousands of dollars to pay off something that I have had issues with and have no intentions on using anymore. Also, I find it hard to believe that everyone who has canceled their contract with them has fully paid off their mortgages. It is not possible. So again, I invite ******** to explore more options and work with me to find a reasonable and fair solution.
Thank you,

Sincerely,

*******************************
Business Response
Date: 08/28/2024
The deed back program was designed as a simple, no cost option for owners to relinquish their vacation ownership interests in order to avoid paying future maintenance fees. The program is not intended for new owners, rather it is intended for owners who have enjoyed many years of quality vacations and have no heirs to will the property down to.
********************** has the option to sell his ownership interests just like he would a home or any other form of deeded real estate. If ********************** is unable to maintain his mortgage payments, then the account will fall into the established loss mitigation and collections process. Once the account has become delinquent approximately180 days, revocation of the property via foreclosure action normally occurs.

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