Complaints

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:02/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Westin Kaanapali Ocean Resort Villas, Vistana ************************************* is very difficult to deal with when trying to discuss an exit strategy due to an unsatisfactory product. It has been very difficult to reserve a villa during our desiginated time off from work. We are trying to exit the timeshare however Westin/Vistana/Mariott will only communicate via a protected server and isn't open to any negotiations. They are very difficult to deal with and should be investigated due to questionable business practices. We want to exit our timeshare but keep the points that we paid for each year with our annual dues. The vacation club is stating that we need to use all points by their expiration date which is the end of 2025 and 2026. This isn't acceptable since we can't secure a reservation for approved time off hence the reason we want to exit the timeshare.

  Business Response

  Date: 02/21/2025

  We are very sorry to hear that Mrs. ********** wants to exit her ownership at The Westin Ka'anapali Ocean Resort Villas. Unfortunately, our organization does not offer any sort of direct repurchase or listing program for this resort.  Owners are welcome to list their ownership interests for sale on the external market for a price that they deem fair and reasonable.  The process is no different then listing a home or any other form of deeded real estate. 

  For assistance with reservations, Mrs. ********** is encouraged to work with our ************** office.  ************** has dedicated Vacation Advisors who are experts in the program and should be able to assist with planning her next vacation stay.  The telephone number to ************** is ************ and their hours of operations are Monday through Friday from 9AM to 8PM and Saturday from 9AM to 5PM eastern time.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked another stay at the Westin Kaanapali Resort Ocean Front Villas right after my last stay in May of 2022. Prior to leaving the resort in in 2022, I placed my credit card and reservation in my name, to be charged monthly knowing that I had two years to book my next trip. Between this time I received nonstop calls to book my May of ***************************************** time. When I got on the phone with the reservation team, I was told that I could no longer book - which is not true. The person on the phone then told me I just could only book for February of 2025 which was not ideal, but okay. The trip is also incumbent on me attending a timeshare presentation - par for the course. Upon booking the trip, in my name, I asked for a confirmation email to be sent and I never received that email. Subsequent calls for a confirmation email to be sent never resulted in the emails being sent. Not to mention that the Westin hotel is separate than their timeshare sales business, thus creating a massive amount of confusion. As my trip was getting closer every time I contacted the Westin they never could find my reservation as it was not under my name, but my mothers name. However when I contacted the timeshare sales office of the resort the reservation was under my name. Numerous phone calls and requests were made AND THIS WAS NEVER CHANGED. The hotel continued to claim they did not have a reservation that I paid for and the timeshare sales side said they had. Making matters worse the sales side said they could only send an email to request the change, even days before I was set to depart. i called the Westin every day before my set departure date and the change was never made. I decided to cancel a very expensive trip as I did not want to arrive to **** and potentially not have a room. The sales office refused to refund the money "per their non-refundable contract" although they are liable as the hotel is not showing a reservation.

  Business Response

  Date: 02/24/2025

  Sent: Monday, February 24, 2025 9:56 AM
  To: *************************** <****************************************>
  Subject: MVW Customer Advocacy
  
  Good morning Ms. ****************** am in receipt of your complaint filed with the Better Business Bureau.  I appreciate this opportunity to respond on behalf of the Westin ************* brand.
  
  I am so sorry to learn about the confusion with an encore package that you purchased to return to The Westin Kaanapali Ocean Resort Villas.  In order to resolve this matter amicably for you, I have reached out to the leaders of our encore promotional package program and advocated for them to refund the package in full. 
  
  You paid $1894 for your encore package.  This amount is in the process of being refunded via check.  It typically takes our accounting department a few weeks to go through the process of issuing checks.  The refund will be mailed to the address that we show for you:
  
                ****************************************
                *********************
  
  Thank you for contacting the corporate office for Westin ************* and allowing me the chance to make this right for you.
  
  Kind regards,
  
  MARRIOTT VACATIONS WORLDWIDE

• Initial Complaint

  Date:07/08/2024

  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.

  Very disappointed at the timeshare department. I purchased encore package for $2,000 to come back next 2 years. We had a lot of life events happen and we called and they extended it once for us and then it got canceled. They have been calling us every week to come for 2 years. But they stop calling 3 months before expiration. I called them and they said our contract is canceled and they don't want to extend and invite us back. This is horrible. If you want your clients to come back and purchase timeshare then you need to extend those encore packages. I will never come back to your resort I will never stay at any Westin properties ever again. I will stay at the ***** in ******** and purchase there time share.

  Business Response

  Date: 07/12/2024

  The details related to the Encore package are provided at the time of purchase. The agreement clearly states when the package will expire, and the guest signed acknowledging and accepting the terms of the agreement. Due to the guest's circumstances, we made an exception and extended the package for an additional six months again, with the understanding that the package had to be used prior to expiration.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21959778
  
  I am rejecting this response because:

  my wife was pregnant and we had our baby on Christmas Eve. I know I spoke to someone back in November that said that they were going to extended for another 6 months and they never did. My wife had a lot of complications with the pregnancy and we where in and out of the hospital since August. 
  you guys are taking advantage of good people and you know it. The Westin and its timeshare corp are nothing but click and bait users. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/22/2024

  At this juncture we may only reiterate that ************************** encore package has expired.  Promotional packages do have a finite timeframe for use.  ********************** acquired this package on April 29, 2021, and it was extended due to personal circumstances through December 31, 2023.  While we are sorry to learn of ************************** dissatisfaction, our organization is unable to extend the promotional offer again for the reasons explained previously. 

• Initial Complaint

  Date:01/15/2024

  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.

  Booked an ocean view room and got a room overlooking a busy parking lot. Complete unacceptable. Tried to cancel for a refund and was told I its a non refundable booking. That seems very convenient to falsely advertise and then claim its a non-refundable purchase.Its like buying gold online and receiving copper and then saying its a non returnable item. What has happened to decency and honesty?I tried to reason with a very busy manager that kept me waiting in the lobby for 2 hours to get 4 minutes of her valuable time.She tried her hardest to disappoint me and did not even try to listen to me. Her exact words was I am not going to sit here and debate with you.This must be the most disappointing hotel stay ever.I will be careful who I hire as a manager, especially in a service oriented business like a hotel, or a restaurant, its employees like this that could really tarnish a business and give a bad taste to potential returning customers.I am uploading two pictures taken from each of the windows facing outside, can you please point out where the ocean is?I believe the manager name was ******* or something similar.

  Business Response

  Date: 01/19/2024

  We are sorry to receive this complaint from ***********************  ********************** checked into The Westin ********** Ocean Resort Villa on January 14th - 18th.  The pictures shared previously were looking straight into a parking area; however, the villa that ********************** occupied actually had a terrific ocean view from the balcony looking just off to the right.  Villa **** is actually has one of the better ocean views. We have attached a picture for convenience. Villas that have unobstructed full-frontal view of the ocean are considered an oceanfront category.  Other than the view from his villa, we hope that ********************** enjoyed his stay.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21149563
  
  I am rejecting this response because:

  I do not consider that being ocean view, when I am looking out and facing a parking lot.

  Since I was not happy with the room, I should at least have the option to cancel my last 2 nights.

  The fact that you did not allow me to cancel my last 2 nights stay, I cannot accept this. 

  I want a refund on the last 2 nights. I paid for ocen view and I got parking lot view.

  I am not out on the balcony leaning out to see the ocean. I am inside my room and I want to see the ocean. That is a big difference. 

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

  Business Response

  Date: 02/07/2024

  We respectfully decline ************************** request to be refunded for nights that he occupied the villa accommodation.  The villa that ********************** occupied is considered ocean view. Perhaps ********************** was anticipating an un-obstructed view of the ocean.  That type of a view would have been designated as a higher, more expensive villa category - ocean front.  Since ********************** did receive the type of villa reserved, we consider this matter closed.

• Initial Complaint

  Date:07/31/2023

  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.

  In November 2018, we visited the Westin Nanea Ocean Villas resort and attended a time share presentation. Through that, we agreed to purchase an Encore package that would allow us to return to the resort for $200/month for 12 months. Over the next year, we paid this. The agreement stated that we would have to use it by 12/31/20, so we made a reservation for June 2020. In May 2020, Westin informed us they canceled our reservation due to COVID-19 and that the date we had to stay by would be extended. However, they never informed us what the new deadline was. In May 2021, they told us it was expired. I have been trying to work something out with them since then with no results. At this point, it is clear to me they have no interest in resolving this issue. They have taken my money and refused to provide the goods/services as agreed. They unilaterally changed the terms of our agreement and never informed us of a new date by which we had to use our stay. Although they had our mailing address and email address, they never contacted us using them, instead relying on phone, which by their own admission, is not a reliable way to contact me. I never received a call from them, and as a result, I never talked to them. They have refused to either reinstate our vacation package or give us a refund.

  Business Response

  Date: 08/04/2023

  We are sorry for the guests dissatisfaction surrounding the expiration of their promotional package.  In review of our records, we do reflect an original purchase in November 2018 and a reservation booked for June 2020 which was cancelled due to Covid restrictions. We further reflect that a new expiration date of December 31, 2021, was provided.
  
  Despite numerous and ongoing call efforts made to reschedule the package in 2020 (including an offer of alternative resort locations in October 2020) and throughout 2021, the package expired as it was not rebooked by December 31, 2021.
  
  In May and December 2022 as well as January 2023, we have we received and responded to the guests requests for package reinstatement which were declined. Our position in declining use of the expired package has not changed.
  
  We are however agreeable to offer a discounted preview package (to include an additional $100 off the package price).  The guest can contact out ************************ directly at ************ to hear about our current offers.

• Initial Complaint

  Date:07/29/2023

  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 rented two rooms at the Westin Kaanapali Ocean Resort Villas. I was in room **** from 7/22-8/29 and was moved to room **** from 7/28-8/4. When I rented both rooms, they were both advertised as 1 bedroom villas with an ocean front view. As you can see from the photos, the views are substantially different. I was told that regardless of the "actual view", the room **** was classified as "ocean front view". However, they could not give me an explanation for such an extreme downgrade in the view, for a room that was advertised the same. I was offered a $100 resort credit, that I declined. Please look at the attached photos. The views are substantially different, however the price and advertisement of the rooms are the same. My request is that The Westin is not allowed to mislead people and charge them for a room that is misrepresented. .

  Business Response

  Date: 08/03/2023

  We are sorry for the guests dissatisfaction but pleased for the opportunity to respond to the expressed concerns.

  Our Westin Kaanapali Ocean Resort Villas has designated view types.  The guests villa assignments reflect a 6th floor and a 2nd floor villa location (and different buildings).  We have confirmed both accommodations to be properly designated as ocean view. 
  

  Although the reserved view type was provided, we are pleased that the resort team offered a resort credit as a gesture of goodwill for the guests dissatisfaction.  If the guest wishes to accept the $100 gesture, we will ask the resort to facilitate a credit.

• Initial Complaint

  Date:12/29/2022

  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 am staying in room **** on 12/28/22. At 9:30 pm a fire alarm went off. The automatic voice in the hall said exit and go to gathering areas. In spite of that, guests and employees were confused. A housekeeper was going about their business, had a walk-in talkie and said they didnt know what is going on. The front desk said they didnt know what was going on. In the engineering room, they said its up to you, if you want to be safe then exit. After about 35 minutes, the staff became clearer that we were supposed to exit. I was only able to determine this by walking around and asking. No staff, that I talked to, was walking around saying to exit. We waited by the exit, no word. Then, at 10:35 pm, I went to the desk and they said it was ok to go back in. During a fire alarm, the staff, who all have walkie-talkies, should know what is going on and what to say. What if this was a real alarm? How that was handled was unsafe. And, after the all clear was issued by the fire department, why didnt staff inform guests standing by exits? The handling of the alarm was confusing and the staff needs to be trained in what to do. It is not ok for them to have walkie-talkies and also not have any idea what is happening. And, to not actively inform people it is ok to go back in is also not good. Of course all is well given it was a false alarm. But, the totally uncentralized and unclear approach to the alarm is not safe. Safety should be a priority, and it clearly is not.

  Business Response

  Date: 12/29/2022

  We are very sorry for the disturbance that ******************** experienced during his vacation stay.  Each Westin vacation ownership resort does have a small Loss Prevention team that is trained to respond to any emergencies that *** arise at one of our resorts.  From the information shared by ********************, we believe that he *** have interacted with a housekeeping associate.  ************ associates are not responsible for offering advice or direction to resort guests in the event of an emergency.  Resort guests are encouraged to exit the property and gather in a safe area away from the impacted building anytime fire alarms are triggered.  Resort guests will be notified by a member of our Loss Prevention team once it is safe for guests to return to their villas. 

  Again, we apologize for the disruption to ************************ stay.  His feedback will be shared with the Loss Prevention leadership team.

• Initial Complaint

  Date:05/28/2022

  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.

  Im writing as a very disappointed customer and looking for some help. We have vacationed many times in the past at various Westin Locations with good success. So three years ago when Sheraton/Westin reached out and offered a ************* trip to ****** for $1,500 we decided to take them up on the offer. Then as we all know COVID disrupted the world, our trip was originally scheduled for the summer of 2020 in the heat of COVID. As you can see from some of the history in the supporting documents we tried multiple times to reschedule and always told they would work with us, however predicting travel constraints and COVID was difficult at best. Each time we talked to the associates at Westin we were always reassured they would continue to work with us and understood the challenges we were all facing.Then suddenly on May 5, 2022 we are given an ultimatum that we must us it this year. We said we were fine with that, however the only date provided to us for all of 2022 was a 9/25 check in date. We offered 4 different dates between now and the end of the year that would work for us. However, the 9/25 simply doesn't work due to work constraints. It seems as though the reassuring customer service during COVID has suddenly gone out the window and its now our fault that its been 3 years since originally booking, and therefore we either select the single date offered or forfeit the experience. Im asking for you either a refund of my $1,800, or allow us some realistic options to enjoy the experience. Sincerely,******* and ***********************.************ Nanea Ocean Villas 6days/5nights paid $1500 (+ 300 extra for holiday) total paid $1,800 reservation number #*******

  Business Response

  Date: 06/08/2022

  The promotional package that Mr. and ***************** originally  purchase in the summer of 2019 had an 18 month expiration date.  In light of difficult circumstances related to the ******19 pandemic, our organization did honor extensions for a limited time; however, extensions have been kept to a maximum of 3 years from the packages original purchase date.  
  
  Respectfully, Mr. and *************** had several opportunities to take advantage of the promotional offer in late 2019, throughout 2021 and the majority of 2022.  In addition, Westin vacation ownership resorts in ****** have been open and welcoming guests throughout the past two years.  
  
  At this point additional consideration will not be given to Mr. and ********************* request to refund the package.  Please understand that the money spent on the package was applied towards the cost of the villas that were allocated in 2019 - early 2021 as necessary to house these promotional package offers.  Rescheduling the package for a future date also is not an option that we will consider as our organization has already been more than fair and reasonable in providing  sufficient opportunities to take advantage of the offer.

  Customer Answer

  Date: 06/08/2022

   
  Complaint: 17287665
  
  I am rejecting this response because:
  

  This is ridiculous, it's like a bait and switch.  They should go listen to the recordings of each time I talked to a representative.  They always said, if you need to reschedule no problem, then all of the sudden we have no time left and they give us one calendar date and told to take it or leave it.  No one EVER said there was a time limit or we would have made sure to work with the time limit earlier in the process  This response is totally unacceptable and frankly insulting.  I can't believe businesses can get away with this type of behavior, why not refund my money then since I never received any goods or services in exchange for money paid to them.

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

  Business Response

  Date: 06/10/2022

  At this juncture we may only reiterate that the funds paid towards these promotional offers are used to secure future inventory at Westin vacation ownership resorts for the purpose of housing the package reservations.  Our Westin resorts in ****** were open and accepting promotional package reservations over the course of the past 3 years.  **************** was made aware of the finite time period for use of the package from the onset when he purchased it. In fact, we extended the offer for an additional 18 months as a gesture of ********************** is our most highly demanded summertime vacation destination, which explains why availability is limited until September.  At this point we are unable to extend the package beyond September 30, 2022.  If **************** would like to check back with our promotional package office for cancellations he is welcome to call ************.

  Customer Answer

  Date: 06/19/2022

   
  Complaint: 17287665
  
  I am rejecting this response because:  The response completely neglects to recognize that were told one thing and then the story changed in 2022, which did NOT allow us a chance to use the trip we had paid for.  The associates on the phone throughout the 2021 calendar year kept telling us they would work with us to find dates that work and never discussed an expiration and chance we could lose our $1,800.  If we were told this we would have made sure we found a date that worked.  In fact I even paid an additional $300 to move it to a holiday weekend in hopes that COVID would settle down in ****** by late 2021 because we were told not to worry about rescheduling if needed.  I wish who ever is responding to this message would listen to the recorded lines from back in **************************************************************************************************** May of this year.  It's like a bait and switch, keep telling us it will be no problem then all of the sudden tell us it expires in September and you only have ONE date that you can select in 2022 or lose it.  I offered several dates that would work for us and was told NO, one date in 2022 or it's forfeited.  This is absolutely unacceptable customer service and dishonest.  I will do everything I can to make sure no ever get burned like this again.   

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