Complaints

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

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  Vistana Signature Experiences

  9002 San Marco Ct Orlando, FL 32819-8600

• 

  Vistana Signature Experiences

  9002 San Marco Court Orlando, FL 32819

• 

  Vistana Signature Experiences

  15620 N. Clubgate Drive Scottsdale, AZ 85254

• 

  Vistana Signature Experiences

  1100 W. Grove Parkway #100 Tempe, AZ 85283

• 

  Vistana Signature Experiences

  PO Box 204491 Dallas, TX 75320-4491

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

• Initial Complaint

  Date:07/24/2024

  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.

  To Whom it may concern,We purchased our first time share with Sheraton in *******, ******* back in 2021. My wife and I went to visit ******* for the weekend as we usually do when we visit my sister-in-law. We felt that at the time this Vacation club was a great idea because our daughters love to travel to ******* to see their cousins. ****** was the salesperson who was running our presentation. It was a nice place, a lot of people were at our table that ****** was presenting to.At the time we felt good about purchasing a place where we travel to to see our family annually. We thought it was a vacation club that offers discounted prices. Thats how it was explained to the table. From the look of everyone elses faces they also were intrigued by this deal. What also caught our attention was that the points never expire. We bought the timeshare under the impression this was a vacation club. Had we known it was one of the timeshare scams, we wouldve never bought into this.We have never been able to use the timeshare because our timeshare is always booked up around the times me and my family want to go. We cant afford to keep paying a mortgage and maintenance fees that were told to us that they were property taxes.I am retired, and my wife is the only one with income coming in. I also take care of my mother who has Alzheimers and as the time passes it is taking more and more time and effort to take care of her. We are not able to leave her with anyone as it is just my wife and I who take care of my mother. The monthly expenses for the timeshare keep increasing and it has just become too much for my wife due to all of this. We want out of our timeshare contract!Thank you,******** and *********************** **************************************************************

  Business Response

  Date: 08/21/2024

  We are disappointed to receive this complaint from ******************.  Our records reflect that ****************** acquired ****** StarOptions in the Sheraton Flex Program on August 11, 2021, with first year occupancy 2023.  At the time of purchase ****************** received a complete copy of the program's reservation rules, the very first paragraph of his contract discloses that the Sheraton Flex program is a form of timeshare.  The reservation rules explain that StarOptions are valid for travel for one-year, unused StarOptions can be banked to the following use year, effectively giving owners two years to use their StarOptions.  As an incentive to purchase ****************** received an additional ****** StarOptions on March 30th, 2022.  

  Sheraton Flex Owners may contact Member Services up to 12 months in advance to make travel plans.  All reservation requests are subject to availability on a first come, first served basis.  **** times, it is not necessary to plan ***************************************************************************** school breaks.  We have more than 10 resorts in the ******* area and there is typically adequate inventory in the area to satisfy the travel demands of owners.  Our records reflect that ****************** has made no effort to utilize his ownership since purchase.  

  We are very sorry to learn about ********************** personal circumstances, we understand that his current priority is to care for loved ones.  If ****************** is unable to travel this year and next year, he has the option to deposit his StarOptions with **********************.  In return ****************** will receive a deposit valid for a 7-night vacation through **********************.  ********************** deposits have a two-year expiration date.  ****************** also has the option to trade his StarOptions to ****** points in the Marriott Bonvoy program.  To learn more about these alternative usage options ****************** is encouraged to contact Member Services at ************.  Member Services hours of operations are Monday through Friday from 9:00am to 8:00pm eastern and Saturday from 9:00am to 5:00pm.

  Unfortunately, we are unable to honor ********************** request to cancel his contract in the Sheraton Flex Program.  Sheraton Flex Points are considered to be a form of deeded real estate.  In order to relinquish ownership of his interests ****************** must sell them to another individual, satisfying the outstanding loan.  This is required before the deed can change hands.  

• Initial Complaint

  Date:07/12/2024

  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.

  To Whom It May ******** Sheraton Flex Contract # ****** In January of this year we wrote to you detailing our displeasure with our timeshare purchase. We still have not received any response from you regarding this. I am extremely disappointed in your lack of courtesy and respect. It is unacceptable that you have not even acknowledged the correspondence.Since our upgrade purchase, our overall experience for using this timeshare was disappointing, which was mainly due to the inflexibility and time-restraints of booking and poor villa availability at our desired vacation locations. Combining with COVID-19 related travel concerns, in the past 4 years we had to either convert the StarOptions to hotel points with additional fee payments in 2019 and 2022 or cancel the reservation without reimbursement due to the Omicron concerns on December 17, 2021.Between the lack of availability and the misrepresentations regarding how we would have no issue with booking a vacation anywhere and at any time by your sales representatives, we want to be released from our timeshare contract.Covid-19 has also fundamentally changed our perspectives in life, and the added cost and lack of availability has made this rethink our priorities in life.In brief, we feel that these events have completely ruined our original expectations of a comfortable and friendly way to vacation, considering the high costs we are bearing. We want the immediate cancellation of our contract. We just need this to end.Sincerely ****** and ****************

  Business Response

  Date: 07/24/2024

  This is the first complaint that we have received in the corporate ************************ from Mrs. ********* In review of her ownership profile, Mrs. ** acquired ****** StarOptions in the Sheraton Flex program on December 23, 2018, with first year occupancy beginning in 2020.  During the ******19 pandemic our resorts quickly acclimated to the changing travel environment, introducing enhanced housekeeping and social distancing procedures.  Our resorts never closed and were available to our owners throughout 2020 and 2021.  

  Mrs. **'s transaction history shows that she redeemed ****** StarOptions in December of 2021, staying 7-nights at Sheraton Vistana Resort.  The following year Mrs. ** decided to convert her StarOptions to ******* Marriott Bonvoy points, a substantial sum of points that can be easily redeemed for stays at *************** all around the world.  

  Currently, Mrs. **'s account is in a denial of use status for unpaid maintenance fees.  Unfortunately, it is not possible to simply cancel Mrs. **'s purchase.  Please understand that StarOptions are considered to be a form of deeded real estate.  In order for the ownership interests to change hands Mrs. ** would need to list them for sale and payoff any outstanding mortgage and/or maintenance fee debt associated with the property.  Mrs. ** is welcome to list her ownership interests for sale on the external market for a price that she deems fair and reasonable.  Our organization does not charge any type of prepayment penalty.  The process is no different than listing a home or any other form of real estate for sale.

• Initial Complaint

  Date:07/06/2024

  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 purchased 2 timeshares from them. Two deeds in ******. I rarely got to use it because it couldnt get to any places I wanted to go based on points. I went to Sheraton Vistana ******* and they told me I had to meet to update my ownership. I was ready to hear the sales pitch. I specifically told them I did not want the ownership anymore. ( it was paid off for years). Their website would never allow me to book anything or view my account. Thats when salesman , **** said my ownership would not work in the NEW ownership plan with Marriot.******* took my deeds in this contract . He said I had to upgrade to use all the resorts. They told me I could not give it back but I had to sell it to someone.( sell what they just confirmed was useless) *** said there was a free offer to convert. But it was too late to get that offer from Marriot. He said I had to get in the new program to use timeshare. Cost another $12000. And the assoc. fees would only go up annually about 3 to 5% because its a global association. Once I accepted he said the website would be down for a few weeks because of the changes. He told me I couldnt use my vacation for the next year. They did not tell me it was because they took my actual visit and deleted it from my existing ownership and put it on the one he sold me. Then the next year fees went up over30%. I still couldnt get in the site. I called them and found out what they did to my ownership and I wanted out immediately. After months of their lies and threats of ruining my credit, they said the only way out was to default so they would then allow me to surrender the deed. I went through that process and they falsely reported it to the credit bureau as real estate not as timeshare.. They wouldnt let me surrender paid off deeds, and then took the deeds I owned, exhorting more money and destroying my credit intentionally after over 12 years of loyalty .

  Business Response

  Date: 07/24/2024

  In review of ****************** account we see that she initially acquired two weeks at Westin LagunaMar at different times.  Her first week was purchased in 2008 and her second week was purchased in 2013.  We respectfully disagree with ******************** statements about her inability to use these ownership interests.  We have reviewed her usage history and see that several reservations were made over the years including stays at The *********************************************************************************************************************************************, and several more.  

  In June of 2022 **************** attended a sales preview and chose to trade-in both of her weeks at **************** for ****** StarOptions in the Sheraton Flex Program.  StarOptions can be used as a direct currency to book nine different Sheraton Vacation Club resorts up to 12 months in advance, subject to availability.  A new mortgage was established to fund the balance of her purchase.  **************** later fell delinquent on that loan and was offered a deed in lieu of foreclosure.  On June 18, 2024 the deed in lieu of foreclosure was finalized.  Sheraton Flex Points are considered to be a form of deeded real estate.  

  After reviewing this matter, we have confirmed that our financial services office followed the appropriate loss mitigation procedures.  Our investigation has resulted in no evidence of malice or misrepresentation that warrants further action.  

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21949541
  
  I am rejecting this response because:
  -Timeshares are required to be reported as timeshares in credit bureaus. They reported my previous accounts as timeshares. See attached. The impact of this reporting damages a home buyer from qualifying for a home loan over a vacation club dispute. They have deviated from the procedure and it appears to be specifically to cause excessive harm. That is improper. People have filed bankruptcy just to get away from them. (I  know this for certain)

  -Their response misrepresents the lack of availability of their website to book their vacations. There are numerous complaints about this by other owners. This made it extremely difficult to book a vacation. I still paid.  I even called and they said nothing  was available and tried to convince me to talk other vacations that I didnt want. The website rarely worked. 

  -And I never went to the resort they listed. Too many times Hawaii  or ****** was under renovation. It took me 9 years to finally get into *************. Then things shut down because of Covid. I still paid. I had cancer in 2020. I still paid.
  - Their response confirms that I was a loyal customer since 2008. But being a customer for 14 years. But when I went to the resort in 2022, they told me ownership was no good under the new company and  I could not use the new locations unless I turned over my 2 timeshare weeks for a point system. My 2 timeshares were with deeds in ******. This points plan had no deed to a specific property. Thats even further from the interest of a property. Rather it is interest in a club or organization. This is improper. 
  This is at the very most it is a timeshare. 
  -I  attempted to get out of these two contracts, but they refused.
  So based on their explanation, they said they could trade my deeds for points. . I had offered to just surrender my deeds in the past but they told me I would have to sell them to someone. I was trapped. They said that I could  not get out of this until I stopped paying and went into default on the dues. So if I converted I could go to all the additional locations.  A day after the meeting I fell ill with ***** . I called the sales guy and told him . I knew I missed the time to void the contract. I called and asked. But then I found out I couldnt use the resort for two years. Thats stealing my annual accessibility. They said I could use the points for plane tickets but I found out that wasnt really true either. There was price for that too. Thats when I knew I had been taken advantage of.
  -These were the clear instructions.  I received from them to end this contract on 1/29/24.  I spoke to someone named ****.  I must stop payment for 6 months. And then they would contact me to surrender the ownership.

  This basically boils down to pay thousands of dollars for this vacation that you cannot use, or we will ruin your credit.

  I did exactly what they told me to do. I insist that correct the classification to Timeshare. After all these years as a paying customer, this is the worst way to end a business relationship. 

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

  Business Response

  Date: 07/30/2024

  At this juncture we may only reiterate that our financial services department followed the appropriate debt collection procedures for her past due mortgage note.  Prior accounts were not delinquent and did not fall into the loss mitigation cycle.  

  Reservations may be requested up to one year in advance to visit a resort that is in-network.  All reservation requests are subject to availability on a first come, first served basis.  Respectfully, Marriott Vacations Worldwide, which encompasses Marriott, Westin and Sheraton brands, has more than ******* owners the vast majority of whom consistently provide satisfaction feedback above 90% from working without Owner Services department.  If high demand reservations are requested at popular resorts located in ****** and/or the Carribean then earlier planning might be necessary.  

  **************** acquired her Sheraton Flex ownership interests on June 15, 2022, and her first year of usage was scheduled to begin in 2023.  Maintenance fees commence with usage, so **************** did not pay maintenance fees for her new purchase until invoices were assessed for the 2023 use year.

  As mentioned previously, owners have ample opportunity to make good use of their Sheraton Flex Points by working with our Owner Services office.  We are sorry that **************** did not meet the financial responsibilities that coincided with her purchase, resulting in the foreclosure action and subsequent impact to her credit profile.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21949541
  
  I am rejecting this response because:
  The focus of this complaint is the credit report classification and dishonest business practices that occurred. Now they want to discuss association fees. Did I explain in my initial letter about that false statement they told me. The truth is I was told by ****, the  salesman that the association fees would not increase drastically for maintenance of a property anymore. They were overall fees that would only increase about 3-5% annually because the cost is spread across . The first bill I got, it went up almost 30% to over $1600. And I still wasnt allowed to book any time.
  Again, they are not truthful in the information they told me. There is absolutely no way to get comprehensive and accurate information from them. 
  This almost doesnt qualify as time shared either. There is no property ownership, it became points. There is no week promised. And with the acquisition of the Sheraton, they told me my two contracts were no longer able to be used because they got rid of all the Mexico deeds and week ownerships.
  BBB,  this company took away everything I owned from them and paid for over  the 12 years. I cannot emphasize enough how victimized I feel after this. 

  I followed their instructions to end the contract. I even called numerous times to end it sooner. They did not attempt to work with me at all. They deviated from reporting this as a Timeshare, so it definitely is received as retaliation. 

  BBB, please inform them, the good business thing to do is to change this record, as requested. It will still be a negative ***** but it will at least be identified as the type of company the were. 

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

• Initial Complaint

  Date:07/05/2024

  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.

  I have been consistently and professionally communicating, or attempting to communicate, with Vistana for nearly a year to explore any possible avenues for relinquishing my ownership of a timeshare with Westin at ************ Resort. Despite recent communications via formal letter and telephone, it has been made clear that expedited resolution or surrender of my timeshare is not an option being considered by Vistana. The preferred outcome appears to be foreclosure, yet no specific timeline or assurance has been provided for this process. My co-owner and I have invested a significant amount of time, energy, and funds into this timeshare, only to be met with a lack of genuine respect or viable solutions. Compounded by reduced usage opportunities due to natural disasters, advancing age, and diminishing ability to utilize the property, our situation has become unsustainable. Efforts to engage or discuss with exit services have been unfruitful, and we have been informed of an impending foreclosure without further details. Proposals to transfer ownership back to Vistana directly, thereby avoiding foreclosure, have been categorically declined. This leaves us in a position of indefinite obligation to Vistana, which seems completely unjustified

  Business Response

  Date: 08/16/2024

  Sent: Friday, August 16, 2024 10:19 AM
  To: *********************
  Subject: MVW Executive Office
  
  Good morning ****************,
  
  I am in receipt of your complaint that has been filed with the Better Business Bureau regarding your fractional ownership interest at ********************
  
  Unfortunately, our organization does not offer any sort of repurchase or listing program for this particular property.  I understand that you are currently in arrears over $18,500 for 2024 maintenance fees. Pending your affirmative reply to this email, I can work with our Condominium Ownership Association collection office to organize a Deed in Lieu of Foreclosure for your property.  This would relieve you of your outstanding maintenance fee obligation and at the closing of the transaction you will no longer be the owner of the property.  Please respond to me by no later than Monday, August 19th if this is how you wish to proceed.
  
  Thank you,
  
  
  MARRIOTT VACATIONS WORLDWIDE

  Customer Answer

  Date: 08/19/2024

   
  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

  Date:07/01/2024

  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.

  We are writing to you out of desperation, with a hope that you may be able to assist us in what has become an infuriating and disheartening situation.We are trying to terminate our timeshare membership with Vistana (contract number **********). It is not a decision we have taken lightly and one we hope will bring an end to a chapter of our life clouded by regret and frustration. We have sent Vistana two emails regarding this, yet our pleas seem to fall on deaf ears as we never received a response.The entire experience with Vistana has been less than satisfactory, to say the least. From high-pressure sales tactics that bear no resemblance to the "brief presentation" we were promised, to being blatantly misled about the terms of the timeshare which, had we known, we would not have agreed to. The quality of the accommodation and service offered was far from what we expected. This entire ordeal has not just affected our vacation experiences, but also added undue stress to our retirement plans.To make matters worse, this was not just a financial commitment. We are now burdened with a timeshare that would be unwillingly passed on to our children, something we were never informed about.Considering the situation, we are requesting a full refund of all payments made. We signed up under duress and with misleading information. This decision is not an easy one, but one made out of necessity given the circumstances.We would sincerely appreciate any help you can provide in facilitating a prompt and smooth termination of this membership. We would also like to request written confirmation of the termination and instructions if any further action is required on our end.We are counting on your help in resolving this distressing situation.Thank you in advance for your assistance.

  Business Response

  Date: 07/09/2024

  The owners dissatisfaction surrounding their October 2018 Sheraton Flex vacation package purchase (odd-year biennial use) is certainly disheartening. Although we reflect prior responses from Owner Services (*************************)in April 2024 and Customer Advocacy (*****************) in May 2024, we appreciate the opportunity to look into the matter.
  
  The use history includes StarOption banking in 2019 and reservations at the Sheraton Broadway Resort in March 2021.  As the owners 2023 use year has expired, we would be agreeable to provide a late assignment through ********************** (waiving the $149 fee) to preserve the usage through 2025 by external exchange.
  
  In reviewing the documents associated with their 2018 purchase, we do find that all terms and disclosures reflect the owners agreement.  Additionally, there was a 10-day cancellation period provided to the owners.  As they did not exercise their right of rescission, the sale continued and closed.  We are unable to terminate their contractual or financial obligation.
  
  As **** indicated, there is an outstanding loan on the account, and therefore Exit Services cannot offer a deed back of the vacation ownership interest. Additionally, **** explained that in the event the account becomes more than 120 days past due, the default process would begin.  Financial Services may extend a deed-in-lieu of foreclosure at that time.
  
  While we are sorry for the owners' dissatisfaction, there is no evidence that the sale was improperly conveyed.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21929100
  
  I am rejecting this response because: While we appreciate your response, we still find it hard to believe that you do not have an exit option available to your owners who not only have a loan, but are still trying to do the right thing and continue to make payments. Why are you so unwilling to work with us on this? Why must we be fully paid off or 120 days past due? Why is there no option available in the middle?
  
  
  
  Sincerely,
  
  ****** & *************************

  Business Response

  Date: 07/17/2024

  We are sorry for the ownerscontinued dissatisfaction but pleased to provide an additional response.

  In accordance with the contractual agreement and closing disclosure, the owners have entered into a loan obligation for the purchase of their vacation ownership interest.  The owners have accepted the terms of the loan and the note secured by a short form mortgage.  As previously stated, Financial Services may extend a deed-in-lieu of foreclosure to enable the seller to obtain the deeded interest in the event of default.
  

  Again, our sincere apologies.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21929100
  
  I am rejecting this response because:

  Can you honestly tell me you're all going to shrug off the reckless manner in which your sales representative acted? Every single word they uttered is completely contradictory to what's penned down in the contract. They forced us under duress to sign the blasted contract, not even affording us the slightest opportunity to peruse the finer details. We definitely do not seek the blight of a Foreclosure sullying our credit report. We're more than willing to collaborate with you to develop an effective resolution. However, maintaining the current status of affairs is unfeasible for us. Let's come up with a solution to fix this.
  Sincerely,
  
  ****** & *************************

  Business Response

  Date: 07/23/2024

  We are unable to cancel the owner's October 2018 (odd-year) biennial Sheraton Flex vacation package purchase as the proper purchase terms were disclosed with the presence of a signed agreement.
  
  The concerns shared have been appropriately responded and our position has not changed.  Although we are not agreeable to cancellation,we have previously offered to provide an ********************** (II) late assignment (waiving the fee) for their expired 2023 use year.  The late assignment provides an opportunity to preserve usage through II external exchange, available until December 2025.  We would like to extend this offer one last time and request acceptance by July 31, 2024.  

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21929100
  
  I am rejecting this response because:
  
  Can you honestly tell me you're all going to shrug off the reckless manner in which your sales representative acted? Every single word they uttered is completely contradictory to what's penned down in the contract. They forced us under duress to sign the blasted contract, not even affording us the slightest opportunity to peruse the finer details. We definitely do not seek the blight of a Foreclosure sullying our credit report. We're more than willing to collaborate with you to develop an effective resolution. However, maintaining the current status of affairs is unfeasible for us. Let's come up with a solution to fix this.

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

• Initial Complaint

  Date:06/21/2024

  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 writing to formally lodge a complaint regarding my timeshare experience with Vistana. During the initial meeting, which lasted several hours and pressured me into making an immediate decision, I was misled about several key aspects of the agreement. While I was informed about maintenance fees, it was not clarified that I would still be required to pay them annually despite only being able to use the timeshare every other year, nor was I made aware that these fees would rise significantly. Additionally, the restrictive usage periodlimited to the "Silver Season" from September through December, excluding holidaysalong with the high-interest rate of 14.9% on a $10,000 loan, has made the timeshare impractical and financially burdensome. The cost of dining and activities at the resort has also posed unreasonable expenses. I have tried to convey my valid concerns to this company only to be ignored and brushed aside. Given these compounding issues and the lack of transparency, I am seeking immediate cancellation of my timeshare contract.

  Business Response

  Date: 07/25/2024

  ****************** purchased her ownership interest at Harborside Resort at ******** on August 14, 2008.  During her lengthy tenure as an owner, we have not received any complaints in our corporate office regarding how maintenance fees are invoiced, reservations or dining options provided to resort guests.  ****************** did reach out to our office in April asking how to exit her ownership.  At that time a manager explained that our organization does not offer any type of deed back or exit program for Harborside Resort at Atlantis.  ****************** is welcome to list her ownership interest for sale on the external market for a price that she deems fair and reasonable.  The process is no different than listing a home or any other form of real estate.  

  Maintenance fees are determined annually by the resorts Condominium Ownership Association.  Owners are required to pay these fees annually as they are required for operational upkeep and to fund larger renovation projects.  It is in all owners best interest to keep the resort in good condition, aligning with brand standards.  ****************** received all of the documentation necessary to make an informed purchase decision back in 2008.  

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21883271
  
  I am rejecting this response because: I would like to address the response from Vistana regarding my timeshare experience with Harborside Resort at ********. While I appreciate the acknowledgment of my tenure as an owner since 2008, the absence of previous complaints does not negate the issues I have raised. The initial sales process was highly pressurized and lacked transparency, particularly concerning the annual maintenance fees, which I was led to believe would be more manageable. The substantial increase in these fees and the restrictive usage period limited to the "Silver Season," excluding holidays, were not adequately disclosed at the time of purchase. Additionally, the high-interest rate of 14.9% on the loan has made this investment financially burdensome. Despite reaching out for assistance, I felt ignored and brushed aside, with no viable exit strategy offered. The suggestion to sell my timeshare on the external market overlooks the misleading information provided during the sales process and the specific challenges I have faced. I actually already tried this route and it did not work. I called Vistana a few years ago about cancellation. They connected me with a re-sell company. I paid $1200, and nothing ever came of the listing. I demand Vistana to take responsibility for my experience, investigate the sales practices, and facilitate the immediate cancellation of my timeshare contract.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/05/2024

  At this juncture ****************** has not provided any substantial evidence to support her allegations of misrepresentation.  We are unable to rely upon ********************** recollection of verbal comments that *** or *** not have occurred more than 16 years ago.  Maintenance fees and the reservation procedures were shared with ****************** in writing at the point of sale and she has successfully used her ownership interest for many years.  Unfortunately, our organization does not offer any type of exit program for Harborside Resort at *********  We are sorry to hear that ****************** has not been successful selling her ownership interest in the past; however, that is the only option that is currently available to Harborside Resort at Atlantis owners.  We always encourage owners to perform their research while dealing with external timeshare resale companies and to avoid any companies asking for large upfront fees.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 21883271
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  
  This company says they need "substantial evidence" the sales staff lies when owners sign these contracts. Just viewing the other complaints on this website should be enough to show this is a common theme. My issues have been ongoing since this purchase, and I have never received what was promised by this company. Any ethically run company would investigate the theme of these complaints regarding misleading sales tactics. Instead of brushing my valid complaints aside, I deserve to be sent cancellation paperwork.

• Initial Complaint

  Date:06/21/2024

  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 incredibly disappointed in the way Vistana Resorts has handled our recent timeshare purchase.We were misled and frankly lied to when we were told we could use the timeshare 45 days after purchase. Instead, we have learned that there is a 13-month waiting period before we can even use the timeshare. To make matters worse, we were promised an additional 7800 points toward a vacation we planned to book in **** but we never received them. Upon signing up for the Owners portal, we were shocked to learn that we have zero points until 2025.A review of the various locations where we can stay proves that we will need a minimum of ******* points for a one-week stay. We purchased a package with only ****** points, which means we will need to save our points for about three years to have enough for a one-week stay. Not to mention, we were never informed that maintenance fees would increase by 20-25% yearly.We were never given information about a rescission period. It was never disclosed to us during the signing or presentation, and we want to take advantage of that and rescind our agreement. Please send us the paperwork we need to complete the release.We believe that Vistana Resorts has grossly misrepresented the functionality and terms of the timeshare, and we are requesting to be released from our agreement. Sincerely,******************************* & ***********************

  Business Response

  Date: 06/26/2024

  We are very sorry to learn of ************************** disappointment with her recent purchase of ****** StarOptions in the Sheraton Flex Program.  Our records reflect that the first year of occupancy noted on her contract is 2025.  During the 2024 use year, ********************** has access to ****** StarOptions that she received on April 9, 2024, as a first day purchase incentive.  These points can be used just like her annual usage points to begin planning vacations now.  

  On the day of her purchase ********************** was provided with a copy of the points chart that illustrates how many StarOptions are required for villa stays.  Maintenance fee costs were also disclosed at the point of sale.  Since ********************** has not yet begun her annual usage, which starts in 2025, she has not received a maintenance fees invoice yet.  We can assure ********************** that maintenance fees do not increase 20 to 25% on average and we are unsure where she received this information on a historical basis. The rescission period was also disclosed in bold, conspicuous font just above the signature line of the sales contract.  

  With a 40-year reputation in the vacation ownership industry and more than ******* owners, we may assure ********************** that her decision to become a Sheraton Vacation Club owner was a good choice.  StarOptions may be redeemed for stays at more than 90 vacation ownership resorts, hotel stays, cruises and more.  We would love the opportunity to assist ********************** with her first vacation using her StarOptions in order to help demonstrate the value that the program provides for our owners.  ********************** is encouraged to contact our Member Services office at ************.  Member Services hour of operations are Monday through Friday from 9:00am to 8:00pm eastern time and Saturday from 9:00am to 5:00pm.
  

   

   

• Initial Complaint

  Date:06/21/2024

  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.

  ******* ***** De ***** ************************** ***** 42-01-290521 To Whom It May Concern,I am a long-time Sheraton Flex Vacation Member. During a reservation call, we were offered a free 3-day stay in *******, **, if we attended a one-hour Vacation Club presentation. On March 30, 2016, we accepted the offer. However, the presentation lasted over five hours, and we felt pressured to sign a contract.We felt trapped and pressured into buying the Starwood Preferred Guest program. Despite our attempts to leave, we were coerced by the salesperson, *********************, and his team. They promised we could sell the property back to Sheraton Flex at any time, a major reason we signed up.We were forced to open a new credit card with **************** for the down payment. We later discovered many of the perks were false, and booking vacations was extremely difficult. Even the rooms were dirty and run down.In January 2022, we attended another "One-Hour" update meeting and were misled again. After numerous attempts to resolve the issue with Sheraton Flex, we have lost faith in their promises. Now, divorced with two kids, I can no longer afford this contract.We have been misled by Sheraton Flex Vacation sales representatives and want to be released from this contract as promised.Sincerely,******* ***** De *****

  Business Response

  Date: 08/26/2024

  We are very sorry to hear about Ms. ********** recent divorce and changes to her personal financial situation.  We wish her the best during this difficult time.

  In review of Ms. ********** account, we see that she has entered into five separate Sheraton Flex contracts since 2016.  Our sales executives are trained to provide a professional, informative and low-key sales preview highlighting the benefits of the vacation ownership program.  In addition, each new purchaser is allotted a 10-day cooling off period after signing their purchase agreement.  Purchaser's may cancel for any reason during the 10-day rescission period.  

  Unfortunately, once the contract is close the organization is unable to cancel the transaction.  Ms. ************* has not provided any evidence to provide that she was misled, coerced or pressured into any of her last purchases.  

  Currently, our organization does not offer any sort of repurchase program for Sheraton Flex.  Ms. ************* is welcome to list her ownership interests for sale on the open market, using the proceeds to payoff her outstanding mortgage.  The process is similar to selling a home or any other form of real estate.

• Initial Complaint

  Date:06/19/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/16/2024

  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.

  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 Answer

  Date: 06/16/2024

  See attached signed privacy form.

  Business Response

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  **************************************