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.
53 complaints closed in the last 12 months.

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

Initial Complaint
Date:04/02/2024
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.
On March I I paid through **************** a maintence fee of 412. dollars through vistana secure online server. On March 18 vistana sent me aletter of denial of service(timeshare). and the threat ofcollection agency, interest, and legal fees. Through muliple phone conversations to their advisers.there I faxed on March 25 proof of payment.to their financial service department. No response from any one.They list a ************************* as a director of customer care. who I dont believe exists because they have no customer care.so whats next a letter to the *** or board of directors telling them how imcompetent their employees are.
Business Response
Date: 05/06/2024
From: ************************** (MVCI)
Sent: Monday, May 6, 2024 4:06 PM
To: ******************** <******************>
Subject: MVW Customer Advocacy

Good afternoon ****************,

I am in receipt of your complaint that was filed with the Better Business Bureau.

I am so sorry to hear about your frustrations pertaining to 2024 maintenance fees and club dues billing. I reviewed your account today and it appears that you are current as of last month. Please let me know if you have any additional questions or concerns in relation to your 2024 maintenance fee payments. I am happy to liaise with our financial services office as needed to assist you.

Best regards,

MARRIOTT VACATIONS WORLDWIDE
*************************
AVP, Customer Advocacy
customer Advocacy

T ************

**********************************************************************
Initial Complaint
Date:04/02/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went online to pay my Vistana dues (****************** Ocean Resort villas) in January by charging it to my Amex Marriott Bonvoy card. Towards the end of the process the website froze. I wasnt given credit by Vistana for my payment but the charge went through on my Amex card. I waited a couple of days to see if the charge reversed, it didnt. I emailed customer service about the issue. They never responded. After waiting for a response I gave up and called customer service and explained what happened. They told me to write the finance department and send them proof that the charge went through. I did so but never heard back from them. After almost a month I contested the charge with **************** and they immediately took the charge off my bill. I then turned around and through the Vistana app I paid my annual fees again. This time it went through and I got confirmation from Vistana that it was paid. I assumed everything was ok but weeks later I went into the app to look at booking my timeshare and I saw a red banner that my fees were late. They reversed the payment on their end but it was still on my Amex card. Since then my wife and I have called customer service numerous times. They say that they can see that it is paid but only the finance department can make the adjustment. Supposedly they have sent the finance department everything and have asked them to adjust my account. They said that it should take 5 to 7 days. It has been about a month and the only official notification that we have received is a certified letter denying us usage of our timeshare and just the other day an e-statement with a link for us to go online and pay our dues. Note, I have already paid Amex so I am out of pocket on this payment. The case # is ******** for contract #******. The email with the link for us to go online was received after this case number was setup.
Business Response
Date: 04/03/2024
We are sorry for the owner's dissatisfaction surrounding payment of his annual maintenance fee but pleased for the opportunity to look into the matter.
Although review of the account reflects a double payment posting on 2/5/24, we have confirmed only one credit card charge for the annual maintenance fee payment for 2024. Correction to the account was made by Financial Services and the account is current (with late fees and interest having been waived). The owner may disregard the denial of use notice as the 2024 annual maintenance have been paid in full.
As a sincere gesture of apology, arrangements have been made to deposit 30K Marriott Bonvoy points into ****************' account ending in *****7078. He may anticipate completion of the Bonvoy point deposit within 3 business days.
Customer Answer
Date: 04/03/2024

Complaint: 21517020

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 4/3/2024 1:15:24 PM
After fighting with them for 2 months they finally wiped out my account balance this morning. However, they also removed my Star Points balance so even though they have acknowledged payment I still can't use the timeshare this year since they took back my ******* point balance.

Sincerely,

*********************
Business Response
Date: 04/04/2024
In review of ****************' account, we do reflect availability of ******* StarOptions for the owner's 2024 use year. The owner may view (or transact using) his StarOption balance online at www.vistana.com on his owner dashboard. The owner was also provided with his Marriott Bonvoy point balance.
As our office is in contact with **************** directly, we offered further assistance if needed.
Initial Complaint
Date:03/24/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Vistana processed two maintenance due payments on 09/27/23: $1142.23 from NCSECU and $1142.23 from ********** We did receive a refund on the ********* for $1142.23.Per NCSECU, $1142.23 was paid from our account #****. They researched the account and did not find a refund sent to the same account from **********************. NCSECU mailed researched information to directly to Vistana reference case #********. We faxed same information referencing same case number. We had numerous case numbers trying to resolve this issue since September 2023.Vistana is not crediting our account for maintenance dues were paid up for 2024 from the NCSECU payment.Now we received a Denial of use notice. We have reservations and plane tickets for a May vacation for Mothers Day.All we want is our account ****** to show maintenance dues were paid on time.
Business Response
Date: 04/09/2024
We are sorry to learn of Ms.********* ******* dispute but are pleased to look into the matter.
In review with Financial Services, we reflect two *******s of $1142.23 provided by ******************** (one ******* by **** and one by bank check).
A credit card refund was completed to the **** card on December 29, 2023. Additionally, a chargeback was also facilitated on the same **** card on January 1, 2024.
Although ******************** made a ******* by check, there were two refunds facilitated (credit card refund and chargeback) which resulted in a balance due on the account.
Payment is required to bring the account balance current, and we would waive any existing late fee or interest.
Customer Answer
Date: 04/14/2024

Complaint: 21480422

I am rejecting this response because: receiving conflicting information. *****, your resolution supervisor, has been working on this and sent a message to your finance department on 04/03/24 to resolve.
I called in on 04/08/24 and told ***** that $1,142.23 was deposited in the NCSECU #**** bank account 04/05/2 - Credit Memo:ACH ADJUSTMENT 9/27/23 OPERATIONS CENTER. ***** instructed me not to pay anything yet until he say so and asked for couple more days to straighten things out.
I called in 04/10/24, ***** mentioned the finance department added a note that I now owe over $2k and that is definitely not correct. He is going to involve his supervisor to help him since the finance department is making this situation worst. ***** said he will call me 04/12/24 with an update. Also, he guaranteed we will have no problem going to ****** because this issue will be resolved by May 13, 2024. I truly hope so because we have done nothing wrong and I have been working on this issue since September, 2023. Time is running out!!!!!
I called again on 04/12/24, spoked to *****. He chatted with ***** and still waiting on the finance department to retrieve the chargeback money for the holding bank. Again, ***** asked me to wait a couple more days. If I don't hear from him by Tuesday, 04/16/24, I will call again!!!!!
When will this nightmare end? Please resolve.

Sincerely,

*****************************
Business Response
Date: 04/29/2024
Our Financial Services team has confirmed that the owner has received a credit card refund as well as a credit from a charge-back that the owner filed. The owner may verify receipt of said credit and charge-back with her merchant bank.
Again, although ******************** made a payment by check, there were two refunds facilitated (credit card refund and chargeback) which resulted in a balance due on the account.
Payment is required to bring the account balance current, and we would waive any existing late fee or interest.
Customer Answer
Date: 04/30/2024

Complaint: 21480422

I am rejecting this response because: your employee, ***** - resolution supervisor, told me NOT to pay anything until I heard from 'HIM'. He did call me on 4/19/24 and said the finance department was still working on this. Please tell him to call me so payment can be made and insure penalties/interests are removed.
I have been waiting for MONTHS to have this issue resolved and as ***** said he didn't want me to do anything to complicate this situation further.
I am waiting on *****'s call.

Sincerely,

*****************************
Customer Answer
Date: 04/30/2024
Please ask Vistana if they retrieved the chargeback from the 79J CITI **** holding account. **** stated the monies will be held there for 180 days. That's where the extra monies are. I, the customer, cannot retrieve it; only ********************** ****************** can do it.
Business Response
Date: 05/15/2024
Our records indicate that ******************** still has an unpaid maintenance fees balance for the 2024 use year. Here is a summary of debits and credits made on his account over the past several months. ******************** still owes his 2024 maintenance fees payment.
Credit Card Payments/Refunds:
9.25.23: $1,142.23 payment received
10.18.23: -$1,142.23 payment refunded
12.1.23: $1,142.23 payment received
12.29.23: -$1,142.23 payment refunded
12.31.23: -$1,142.23 payment refunded again via a credit card chargeback initiated by owner. Account is now in a deficit negative $1,142.23
2.22.24: $1,142.23 Chargeback reversed bringing the account to original $1,142.23 owed.
Automatic Check withdrawal payments:
9.25.23: $1,142.23 payment received
4.8.24: -$1,142.23 payment refunded
Customer Answer
Date: 05/15/2024

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. Please have *****, the Vistana's Resolution Supervisor, to call me so I can make the payment. Thanks!

Sincerely,

*****************************
Initial Complaint
Date:03/15/2024
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.
We have been misled by the Sheraton Vistana sales representatives in so many ways and we no longer want to have any association with this timeshare that we sold as a vacation club and not a Timeshare. We no longer want to be stuck in the excessive monthly payments and annual maintenance fees that increase excessively every year and to know that our Children should something happen to us, would be burdened with not only the cost, but also the harassing sales pitches and coercion to go further in debt every time they visit these resorts.
Business Response
Date: 03/24/2024
We are sorry to hear of ************** dissatisfaction with her January 2 2022 Sheraton Flex vacation package upgrade purchase. Additionally, we reflect the owners prior Sheraton Flex purchases in 2019 and 2021.

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

The owners use history reflects reservations at Sheraton Broadway Resort, Sheraton Vistana Resort, and Sheraton Vistana Villages. For the 2024 use year, we reflect a balance of ****** StarOptions available (from the total annual 110,000 StarOptions).

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

One of the purchase disclosures is the Vacation Ownership Use Notification which indicates the current years annual assessment and the owners responsibility for paying assessments of annual expenses (including real estate taxes). Additionally stated is that the current amount of annual assessment listed is subject to change each year, as determined by your association.

The Purchasers Acknowledgement discloses that reservations through the Vistana Signature Network are confirmed on a first come, first served basis, subject to the reservation rules, the number of points required to reserve a particular vacation unit at a particular resort property.

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

We would certainly welcome the opportunity to assist with the use of their vacation ownership but find no evidence to support cancellation of the contract.
Initial Complaint
Date:03/06/2024
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.
In November of ************************************* ******* through a promotion sent to ** by Sheraton. A condition of the promotion was that we sit through a presentation as they pitched us an opportunity to become an "owner" of Sheraton property and save money on vacations in the future. We were separated from our children despite us insisting that we preferred to have them in the room with us, they kept them in a separate room the entire presentation which stressed us out from the beginning.We expressed disinterest after the presentation and then we were presented with 2 other salespeople who continued to pitch us on all the benefits of ownership including the potential for investment, assurance that we could resell our ownership, assurance that Sheraton would buy back our ownership of we were unhappy and other benefits including discounted stays all over through their program.Over the following year we tried to reach out multiple times with questions as concerned as we tried to use our ownership and were unable to actually book anything, but we were unable to reach any of the contacts we were given and our messages were left unreturned. In May of 2023 we took a trip to ******* through a Sheraton resort, separate from our membership and upon check-in we were told we needed to attend a member update regarding the merge of the Sheraton program with Marriott and Westin programs into one new program. We were then told that the package we previously purchased was essentially useless under the new program and that our options were to upgrade or be left with a valueless package that we would continue to pay on. Upon further research we discovered that this ownership includes compounding maintenance fees that aggressively increase annually, and that refinancing to a cheaper interest rate was far from as simple as they promised. Overall we feel very frustrated and that we were preyed upon and we have this expensive "ownership" that we are unable to use.
Business Response
Date: 03/12/2024
We are sorry for the owners dissatisfaction with their Sheraton Flex vacation package ownership and regret the owners unfavorable sales experience. Although we reflect prior response to their concerns by ***********************, Customer Advocacy Manager, we appreciate the opportunity to provide additional review of their concerns.
Sales presentations provide an opportunity to highlight products and services so owners may determine if they wish to purchase or enhance their existing ownership. The decision to purchase is voluntary.
In review of the purchase history, we reflect the initial annual Sheraton Flex vacation package purchase on November 8, 2021, of 25,800 Home Options with a first-year use of 2023. An upgrade purchase of an annual ****** Sheraton Flex vacation package was facilitated on May 7, 2023, with a first-year use of 2024. As the owners had not utilized their original 2023 use year, the annual assessment paid was credited to the annual assessment on the new upgraded purchase.
As a first day purchase incentive, ****** Bonus StarOptions were issued on June 11, 2022, for the original purchase in 2021. An additional ****** Bonus StarOptions were issued on January 24, 2024, as a first day purchase incentive for the May 2023 upgrade. The current usage balance on the owners account reflects a total of ******* StarOptions available for use in 2024 (135,600 Bonus StarOptions and ****** StarOptions from 2024 use year). Owners may either contact Owner Services for information regarding the use of their vacation ownership or access their owner dashboard on www.vistana.com which provides information regarding benefits of their ownership and the ability to transaction online reservations and usage options.
On August 9, 2022, an announcement was made of the affiliation of the Vistana Signature Network (***) with Abound by Marriott Vacations, the internal exchange program previously available only to Marriott Vacation Club Owners. The affiliation enabled *** members to elect their eligible vacation ownership interests to receive club pints. The affiliation also provided a new owner benefit level for *** members resulting in your Executive owner benefit level with Marriott Vacations Worldwide. Abound was officially launched in November 2022 which enabled *** members to elect their StarOptions for club points (beginning in their 2023 use year). This was in conjunction with the consolidation of club dues which replaced the former *** ala carte transaction fees.

Documents associated with the owners upgrade purchase exhibits the owners signed agreement. Additional disclosures included the ******* Multisite Public Offering Statement, Vistana Signature Network Disclosure Guide, and the ******************** Disclosure Guide for Abound by Marriott Vacations Exchange Program. The Purchasers Acknowledgement also conveys that the Network Operator has an affiliation agreement with the ******************** that gives network members the opportunity to exchange into other properties and usage opportunities affiliated with the Abound by Marriott Vacations. Vistana Signature Network members were also provided communications and online announcements/information surrounding the Abound program beginning in August 2022. A part of the affiliation with Abound was the consolidation of club dues (replacing the ala carte transaction charges of the Vistana Signature Network membership) which the owner paid in April 2023.

Also disclosed to the owner at the point of sale was that the purchase of a vacation ownership interest is not intended as an investment for profit but is for personal use and enjoyment. The owner acknowledged and agreed that the seller has made no representations regarding the vacation ownership interests potential for future profit, rental potential, tax advantages, depreciation, investment potential or other monetary or financial advantage.

The owner further acknowledged understanding that they may rent their reserved vacation period at any time, however, seller does not provide any form of rental program. They may sell or transfer their vacation ownership interest, but they must do so on their own as the seller does not offer any resale program or service of any kind. The sale of their vacation ownership interest however is subject to the sellers Right of First Refusal as further detailed in the Declaration and their vacation ownership deed. Lastly acknowledged is that the seller is not required to provide purchaser with (and is not providing) a loan estimate. For sales of vacation ownership interests which are financed, purchaser acknowledges receipt of the Closing Disclosure Form.

In summary, we find that all proper purchase terms and disclosures were provided and exhibit the owners signed understanding and agreement. We respectfully decline their request for cancellation and refund but encourage the owner to utilize and access the benefits of their vacation ownership.
Initial Complaint
Date:02/29/2024
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 have been trying to file a complaint with Vistana/Marriot for a while now, ***** the manager said he would get back to me and assist me in filing the complaint about the numerous lies that we were told when we upgraded our timeshare. I have now called 5 days in a row and have left messages and they are not returning our calls and assisting us. When you purchase a product or service you should receive what you were told you were purchasing. This is not the case with Vistana/ Marriot. I am not sure how this is legally allowed and how these companies are backed. Our salesman made numerous promises to my husband and I that are not happening. Timeshares could be a great thing for families if companies were not allowed to manipulate and deceive people. How does the BBB allow this to happen. I just want the things I was promised when purchasing my timeshare. I am not sure how Marriot/Vistana can get away with this. What rights do the consumers have?
Business Response
Date: 03/14/2024
Im sorry to hear this guest feels misled. While I am not sure why they feel misled, we do provide the full details of the agreement within the purchase documents to ensure guests understand what they are purchasing. If this guest would like to discuss this further, we recommend they call the Customer Advocacy team at ************.
Customer Answer
Date: 03/14/2024

Complaint: 21368337

I am rejecting this response because: We were told many things by our sales agent, I have called and discussed with *****, and he advised us that our sales agent was on an LOA, and that he would look into our complaint. He has not returned any phone call. I have called numerous times. We were told that our credit card point ratio was going to much higher then it is. We were told that we can use our options to pay our maintenance fees. We were never told that we were have a period to move our options to Marriott points, so missed that window. Why did we upgrade to Marriot to just be told we can not use any Marriot resort because we have them showing as Sheraton Options. Our agent was rude and abrupt and made false promises in turn tricking us to upgrade. The things that were promised have not happened and we were falsely led into what we were receiving. I will not be calling the number provided due to trying to call numerous times and no ones ever calls back or takes care of any issue that is brought to your attention. Misleading individuals to purchase a product/service is an illegal act.

Sincerely,

***********************
Business Response
Date: 03/25/2024
We provide the full details of the agreement in the purchase documents to ensure all parties understand and agree with the terms and conditions of the purchase. All new purchasers are given 10 days from the date they sign the agreement to review it either on their own or with an attorney. The Marriott credit card is offered through a separate company, and guests who sign up for the card are provided with details such as how many points will be earned for different purchases during the application process. I understand the guest missed the opportunity to convert the ownership to Marriott points. The guest has the ability to convert the next year's usage to points and use them this year.
Customer Answer
Date: 03/26/2024

Complaint: 21368337

I am rejecting this response because: We already had the card offered by *******, and were given false information by *************. Also please proved me the agreement I have signed stating that I had a window to convert my options to points. I also would like to know about the using points to pay for maintenance fees we were told could take place. This is against the law to lead with false information when getting a consumer to purchase a product or service. ***** told us he would get back to us and provide us with all the information we were requesting and he has not. How does a company have the right to not provide information when being questioned about false information given, I want our ownership to go back to before the upgrade, everything promised to get us to upgrade has been false and this is against many laws, I do not want to have to get legal council involved. I just want to the services promised to us or our membership brought back to before the upgrade.

Sincerely,

***********************
Initial Complaint
Date:02/28/2024
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.
My wife and I attended an owner update Oct. 31,2024 with (as usual) no intention to upgrade. We endured a over 3-hour sales presentation where the benefits of adding another ****** options were presented. We were also told during owner update that if I applied for an AMEX Bonvoy Credit Card we could earn over ****** Bonvoy points by paying loan off early using Bonvoy Card with 0% interest for 15 months and no annual fee for the first year. The allure of the ****** plus Bonvoy points with 0% interest for 15 months (I fully intended to pay card balance in 12 to 15 months as I have done in the past) and no annual fee for 1st year made the deal for me. When I received my 1st Bonvoy Credit Card statement a $250.00 annual fee charged was included on statement. When I received 2nd months statement none of my 1st months payment was applied towards annual fee amount and I was charged interest on the $250.00 amount. I called credit card company to complain they agreed to put me in a different Bonvoy Card with $95.00 annual fee. While getting things straightened out with AMEX Bonvoy my 1st Vistana Loan payment became due. I did not want to be late with my loan payment, so I paid it using a different Bonvoy Card fully intending to still pay loan off in full using 0% AMEX Bonvoy Card once I was sure my statement balance showed 0 or less. I attempted to pay my loan off with my AMEX Bonvoy card before due date on Feb. 5th but was told I couldn't use card to pay balance off or even to pay extra towards principal. I'm being cheated out of ****** Bonvoy points and forced to pay thousands of dollars in interest because of Vistana refusing to allow me to pay loan off with AMEX Bonvoy card. I'm a long-time owner that has had a good relationship with both Vistana and ******. I hope we can come to satisfactory resolution of this matter. I've reached out to many Vistana departments including sales team leader and exit services but haven't received any contact back.
Business Response
Date: 03/09/2024
We reflect previous response to the owner's concerns from *****************, Customer Advocacy Manager, who upon review with Financial Services leadership, determined that the first payment was due on January 5, 2024. The policy states the owner has until the day prior the first payment due to payoff using a credit card.
Considering the owner's loyalty and any misunderstanding surrounding the terms and conditions of the co-branded **************** card that the owner applied for, arrangements have been made to deposit ****** Marriott Bonvoy points into account ending in *****4991. Please allow 3 to 5 days for completion of the point deposit.
We appreciate the opportunity to respond to the owner's concerns.
Customer Answer
Date: 03/12/2024

Complaint: 21362502

I am rejecting this response because: While I'm grateful that ***** Bonvoy points have been deposited in my account. I'm also glad you recognize my loyalty as a longtime owner that has upgraded several times over the years, What I don't understand is why Vistana/Marriot is making it so difficult for me to pay my loan off. I asked the sales rep at owner's update 'what about the annual fee?" when presented with the idea of paying off my loan with a new co-branded **************** Bonvoy card. The sales rep responded, "no annual fee for first year". This turned out to be a false statement. What added insult to injury was the fact that the annual fee did not qualify for 0% interest, and it would be the last charge to come off the bill. Had this been revealed to me at time of sale I would have put 10% on a different Bonvoy card or may not have made purchase at all, I'm asking that Vistana/Marriot make an exception and allow me to pay off my loan using my **************** Bonvoy card. I'm prepared to pay half my balance off immediately from my bank account since I've already received ***** Bonvoy points. I only ask that you allow me to pay off the remainder of the balance using my **************** Bonvoy. card
Sincerely,

***************************
Business Response
Date: 03/24/2024
We appreciate the owner's further response and sentiment. Although we regret the owners continued dissatisfaction, we apply the payoff policy to all owners and therefore we are not agreeable to allow credit card payoff payment.
It is our hope that the gesture of Bonvoy points served as demonstration of our commitment to the owners satisfaction.
Customer Answer
Date: 03/26/2024

Complaint: 21362502

I am rejecting this response because: While I appreciate the gesture of Bonvoy points as a demonstration of your commitment to owners' satisfaction I find this gesture to be woefully in adequate. I also appreciate the fact that you want to treat all owners alike. But unless all owners or potential owners are told falsely during sales presentation that there would be no annual fee for first year if approved for AMEX/Bonvoy cobranded card I feel there are some extenuating circumstances that should be considered. I feel the sales rep either made false statement intentionally to be compensated for getting a new card member to sign up or sales reps aren't properly trained by the company. The bottom line is that had the false statement not been made to me the sale of ***** options would not have happened. I don't understand why a company that prides itself in its commitment to owner's satisfaction will not take into consideration the circumstances surrounding this sale. First of all, if I had been told that I would be charged an annual fee upon approval and that the annual fee (that I was falsely told would be waived the first year) was exempt from 0% promotional rate I would have put 10% down payment on a different Bonvoy card. Second, if the initial credit limit I received from Bonvoy/AMEX had not been so low (I have exceptional credit) I would have put the entire purchase amount on the new AMEX/Bonvoy card. I'm only asking that you give me the same consideration you would have given me the day of sale or any time before 1/5/24 because of these well documented issues I had with the cobranded AMEX/Bonvoy credit card that was promoted at time of sale. So far to my detriment I've paid several hundred dollars in interest that I had never planned on paying. Since I made this purchase in 2023 and will not have any use from this purchase until 2025, I ask that if you continue to be unwilling to let me payoff this debt with my Bonvoy/AMEX card that you release me from this contract and make me whole for all loses.
Sincerely, ***************************

***************************
Initial Complaint
Date:02/26/2024
Type:Delivery 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.
Confirmation #******** Contacting VISTANA either phone or email is a tedious process to say the least, Ive noticed that theres NO live person to assist owners. Owners are paying $$$$ for their TimeShares I have an upcoming reservation and would like to modify my existing reservation online. The website is not user friendly with no option for owners to modify existing reservation.
Business Response
Date: 03/01/2024
******* from our corporate ************************ contacted ******************* today to discuss her upcoming reservation. The alternate villa type that ******************* was, unfortunately, unavailable. ******* showed ******************* how to use the owner's website to search for alternative villa types in the event that a cancellation comes through.
Customer Answer
Date: 03/01/2024

Complaint: 21346675
Firstly, I would like to thank BBB for sharing my concerns. Please share my complaints publicly. To buy Timeshares is a waste of money.
Just to be clear, I know how to use the website.
Sincerely,
*************************
Business Response
Date: 03/04/2024
We thank ******************* for her feedback and have documented her concerns here in the corporate Customer Advocacy office.
Initial Complaint
Date:02/19/2024
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.
Since 2012, I have encountered numerous issues that have resulted in a significant discrepancy between the promises made during the sales process and the actual ownership experience. The presentation I attended proved to be highly pressurized, and I received misleading information regarding the qualifications required to become an owner. Despite not meeting the income thresholds or marital status requirements, I was falsely assured that these could be circumvented and I would have guaranteed vacations at multiple resorts nationwide. In 2019, I was compelled to attend an "Owner Update Presentation" to learn about new benefits. However, this presentation was similarly high-pressure and offered no tangible updates apart from branding my existing package as obsolete. Despite expressing satisfaction with my current package, I was relentlessly coerced into an "upgrade" to a flex program that provided no substantial improvements. The limited availability of popular resort locations during peak times has rendered it nearly impossible for me to utilize my points without booking years in advance or banking points. I am left with a substantial number of unused points for which I am still required to pay exorbitant maintenance fees. The drastic increase in maintenance fees, from approximately $1000 in 2020 to almost $1500 this year, is unjustifiable and unsustainable. A recent back injury has rendered me unable to benefit from the amenities initially emphasized during the sales pitch, such as the fitness center and sports courts. The considerable distance between the amenities and my room presents a significant challenge for me to access them comfortably. The persistent attempts to pressure me into attending owner meetings, even during my recent stay from October 29th to November 4th, despite my repeated declinations, have exacerbated my discontent. I request the termination of my timeshare agreement with Vistana.
Business Response
Date: 02/28/2024
We are sorry to hear of ******************** dissatisfaction with her March 11, 2012 and June 23, 2019 purchases. We regret hearing of the owners personal circumstances that have impacted their use of available resort amenities.

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

The owners use history reflects staroption banking transactions and reservations at resorts located in ************ and *******.

Documents associated with the purchases confirm that the terms were appropriately disclosed and exhibit signed agreement to the contract which included the reservation rules and program guidelines for use of the ownership.

The Purchasers Acknowledgement discloses that reservations through the Vistana Signature Network are confirmed on a first come, first served basis, subject to the reservation rules, the number of points required to reserve a particular vacation unit at a particular resort property.

In summary, we find that all disclosures, purchase documents, and receipt for timeshare documents exhibit the owners signed agreement, including a 10-day cancellation period.It is the responsibility of the purchaser to review their purchase documents and identify if they wish to continue with their purchase within the cancellation period. As there is no evidence to support cancellation of the contract, we respectfully decline the owners request.
Customer Answer
Date: 03/01/2024

Complaint: 21316316

Dear ******,

I do not accept Vistana's response. While it may appear from my account history that I have utilized the timeshare in ******* and ************, the actual experience of using the timeshare has been far from satisfactory. Each instance of usage has been marred by the relentless pressure to attend "owners' update meetings," which, in reality, devolve into high-pressure sales tactics aimed at coercing additional purchases from me.

Furthermore, I was never afforded the opportunity to review the contractual documents thoroughly before signing. I was also not informed about the existence of a 10-day rescission period, depriving me of the chance to reconsider my decision within a reasonable timeframe.

Given these circumstances, I believe that the termination of my contract agreement and release from all financial obligations is not only justified but also imperative.

***********************;
Business Response
Date: 03/09/2024
The owners dissatisfaction with their vacation ownership is certainly disappointing. With the November 2022 launch of Abound by Marriott Vacations, there are now 90+ resort destinations offered. The owners dashboard on www.vistana.com provides further information about Abound or the owner may contact Owner Services for assistance.

As previously stated, while we certainly welcome owner sales presentation attendance, there is no obligation to purchase. The 10-day rescission period is disclosed on the Purchase Agreement, the Receipt for Timeshare Documents, and in the Public Offering Statement.

Our goal for owners to enjoy the benefits of their ownership. We are sorry that we have not delivered upon that goal for ******************, but it does not warrant cancellation of their contract from 2019.
Customer Answer
Date: 03/11/2024

Complaint: 21316316
Vistanas dismissive and unsatisfactory reply has only added to my frustration and disappointment.

Firstly, I want to reiterate that at no point was I informed about a 10-day rescission period for the contract. This critical information was never communicated to me, and it is essential to emphasize that I have no intention of utilizing the timeshare now or in the future. Therefore, I demand the immediate termination of my timeshare contract with Vistana.

I refuse to accept their callous disregard for my concerns and urge the Better Business Bureau to intervene in this matter promptly.
Sincerely,
*************************
Initial Complaint
Date:02/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought our initial timeshare back in 2017. We purchased ******* points to be used every even year. Program worked great and we had no issues.Then we did a Zoom meeting with ********************* in 2023 to go over our owner options and were lied to about upgrading our ownership. We were told that we were adding points to our current ownership to be able to use what we had every year. We were also told that we would receive bonus points for a Viking Cruise which we never received. We involved ****'s direct supervisor ********************* who just kept saying he'd look into it, and we heard nothing. I just received a maintenance fee statement with an account number not mine, or so I thought! Come to find out, what **** put us in was another timeshare account with additional points and we are now stuck with 2 timeshares and 2 sets of maintenance fees along with Club Fees totaling $3673 per year. When I spoke to the "Exit" team I was told I could "Turn in" my timeshare but with no refund. Our total cost for the timeshare not including the annual fees was $78,097!
Business Response
Date: 02/23/2024
Thank you for allowing an opportunity to review Mr. and Mrs. ******** complaint regarding their December 16, 2022, purchase of Westin Nanea Vacation Ownership. We sincere apologize for their dissatisfaction.

After review with our sales team and examination of documents associated with his purchase, it is our determination that the sale was appropriately facilitated. All disclosures and terms of purchase exhibit the owner's signed agreement (including the 10-day cancellation period). The amount of points purchased were determined by an owner's desired vacation use and agreed upon purchase price/terms. As this was a purchase from our Direct Sales, purchase documents were mailed to owners for their review and required signed approval/notary.

Regarding the owners sales interaction, we are disappointed that we did not delivery a more responsive and favorable experience. We typically hear positive reviews on the engagement between our owners and sales teams, so the lack of response indicated is very disheartening. As a gesture of apology for the unfavorable service,arrangements have been made for a one-time deposit of ***** club points into their account (within the next 3 to 5 business days) that will be available for use until December 31, 2024. They may use this gesture of club points in conjunction with their current elected club point balance through www.marriottvacationclub.com.

The first year occupancy of the new purchase is 2024, therefore the owner was given ******* bonus StarOptions as a first day purchase benefit. We reflect ******* bonus StarOptions were used for resort credits during a May 2023 reservation.

Please know that it is certainly our goal to assist all owners with delivery of the benefits of your vacation ownership. While we are empathetic to their concerns, we find no evidence to support cancellation of their contract.
Customer Answer
Date: 02/23/2024

Complaint: 21293506

I am rejecting this response because:
Regarding this statement
"The amount of points purchased were determined by an owner's desired vacation use and agreed upon purchase price/terms."
We were LIED to, told that we were adding points to our current timeshare, not signing up for an additional timeshare. We were LIED to in being told we could use these added points for a Viking Cruise. We did not receive what we were told we were receiving, and offering more points as an "apology" is a slap in the face!

Sincerely,

***** And ***********************
Business Response
Date: 03/08/2024
Although we regret the ownercontinued dissatisfaction, we maintain our determination that the sale was appropriately facilitated with all terms and conditions of the purchase signed by the owners.
Regarding the issuance and use of 230K Bonus StarOptions provided as an incentive to the purchase, we would like to reference the Bonus StarOptions Disclosure Statement which conveys that bonus StarOptions may be used on a first come, first serviced basis to reserve one or more available vacation periods at certain Vistana Signature Network Resorts. Bonus StarOptions are separate from the StarOptions assigned to the vacation ownership interest;however, they may be used in conjunction with the Staroptions assigned to the vacation ownership interest to reserve a vacation period. Bonus StarOptions may also be used for vacation offers made available through the *** Select program.

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