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:06/25/2025

  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.

  I am writing to file a complaint regarding the poor customer service and misleading practices of Vistana Timeshare. I recently received a past due notice for my timeshare, despite receiving no prior billing communication. Upon contacting the company, I was directed to call Profolio at ************, only to be met with rude and dismissive customer service. Representatives such as ***** and Brook have been particularly unhelpful, refusing to acknowledge their failure to communicate with me or to waive late fees despite my health complications due to multiple back surgeries. When I requested the name of a manager and tried to explain my situation, I was talked down to and informed that it was all my responsibility, with no effort or empathy shown to resolve the matter. The company has notes from my previous communications, but they have made zero attempts to assist me in settling only the past due amount or terminating my involvement with the timeshare. I am left feeling frustrated and helpless, as this experience has been consistently stressful and unyielding. I would appreciate any support the Better Business Bureau can provide in resolving this issue and holding the company accountable for their lack of customer care and communication.

  Business Response

  Date: 06/27/2025

  Thank you for reaching out and sharing your concerns.  Our team is truly sorry to hear about the challenges you've faced and appreciates the opportunity to provide some clarity.

  We understand how upsetting it can be to receive a past due notice, especially when you're also managing personal health matters. While our records indicate that the Portfolio team followed standard procedures and billing notices were sent, we also recognize that how we communicate is just as important as what we communicate. If any interaction with our representatives felt dismissive or unhelpful, please know that this is not the experience we want for our owners, and we regret that it left you feeling unsupported.

  Our records indicate that youve been an owner since 1999, a relationship we truly value and appreciate. That kind of long-term commitment means a great deal to us. That said, its important to note that annual maintenance fees are billed at the same time each year, and this schedule remains consistent. As outlined in the ownership agreement, these dues must be paid on time. Accounts that remain unpaid for 120 days may result in the suspension of access to ownership benefits.

  Additionally, on May 19, 2025, you spoke with Savin,a manager, who advised that, due to continued non-payment, your account has entered foreclosure. At this stage, the matter is being handled by the law firm ***, ******* & **********, and our team is no longer able to assist directly. To discuss your options or settle the balance, youll need to contact their office at ************.

  Customer Answer

  Date: 07/07/2025

  Good morning,

   

  As of 7-7-2025 This matter has not been resolved.

  I finally received a letter that I requested a few months ago. This letter was full of non fact statements.

  I have again reached out to this company and I am also awaiting a response to my last information I sent them. They are NOT really making things easy or working in good faith. Much the way this entire situation started.

  I certainly will not ever do business with them in the future and do not recommend anyone else do. 

  I hope to hear from them and resolve this matter, however , as of this date NO this matter has not been resolved. 

  I hope it will be soon.

   

  Sincerely, 

  ****** ********

   

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23517915
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 7/7/2025 12:31:01 PM
  

  Good morning,

   

  As of 7-7-2025 This matter has not been resolved.

  I finally received a letter that I requested a few months ago. This letter was full of non fact statements.

  I have again reached out to this company and I am also awaiting a response to my last information I sent them. They are NOT really making things easy or working in good faith. Much the way this entire situation started.

  I certainly will not ever do business with them in the future and do not recommend anyone else do. 

  I hope to hear from them and resolve this matter, however , as of this date NO this matter has not been resolved. 

  I hope it will be soon.

   

  Sincerely, 

  ****** ********

   

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

  Business Response

  Date: 07/24/2025

  At this juncture we may only reiterate that Mr. ********** account is in foreclosure status due to non payment of maintenance fees.  *************** would like to inquire further about the status of his account he is encouraged to contact the law firm ***, ******* & **********, and our team is no longer able to assist directly. He may contact their office at ************.

• Initial Complaint

  Date:06/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to complain about my experience with Vistana Signature Experiences. I have been trying to cancel my contract with them for months, but nobody has been able to help me. I have spoken with several representatives, including ********* ******, ******* **********, and ***** *******, but all I get are excuses or directions to contact someone else. I am very frustrated and need your help.During the sales presentation, I was misled about many things. I was told the timeshare points could be used anywhere, but later found out this was not true. I was also shown costs for resorts, but the salesperson, ******, did not mention that extra fees for meals and drinks would apply for all-inclusive resorts. He even said my monthly payments would cover everything, including maintenance fees, which turned out to be false.The presentation was supposed to last an hour, but it took more than three hours. I was pressured by multiple salespeople and felt rushed when I finally signed the contract because I had a flight to catch. ****** also told me I could cancel at any time, but he didnt explain that I only had 10 days to cancel.Since then, I have repeatedly reached out to Vistana to cancel but have gotten nowhere. I feel tricked and ignored. I cant use this timeshare, and I dont want it. I need help to resolve this and to make sure others dont have to go through the same thing.

  Business Response

  Date: 06/17/2025

  Thank you for taking the time to share your detailed feedback regarding your experience with your Sheraton Flex purchase. We sincerely regret that you felt the sales presentation was pressured, and we apologize for any frustration or disappointment this may have caused. Your perspective is important to us, and we appreciate the opportunity to respond to your concerns.

  While our sales presentations are designed to be informative and engaging, we understand that each guests experience is unique. We would like to ****** remind you that there is never an obligation to purchase during these presentations. Additionally, for all purchases, we provide a 10-day rescission period, during which buyers may cancel their agreement and receive a full refund of any funds paid. This policy is in place to ensure that our owners feel confident and comfortable with their decision.

  After reviewing your account, we can confirm that you spoke with one of our Executive Customer Advocacy Managers in April 2025, who worked to address your concerns at that time however after reviewing your purchase documents, no evidence of malice or misrepresentation was found, and this information was relayed to you via email on April 23, 2025. 

  Its important to note that your purchase is a legally binding real estate transaction that includes an open loan. This does limit the options available to us. Although we do offer exit solutions, they are not guaranteed and depend on a variety of factors, including ownership status and current business conditions.Unfortunately, we are unable to deed back or buy back ownership interests that have an outstanding loan balance.
  
  That said, you do have the option to explore selling your vacation ownership interest on the external market or through a third-party resale company. If you choose to pursue this route, we strongly encourage you to proceed with caution. Be sure to research any company thoroughlyask for references, check reviews, and confirm their credibility. For additional guidance, the American Resort Development Association (****) offers helpful resources at ************.
  
  We understand that these options may not feel like immediate solutions, and we truly wish we could offer more direct relief. Please know that our Owner Services team remains available to discuss your situation further and help you navigate the options that are available. Owner Services can be reached at ************.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23420029
  
  I am rejecting this response because:

  While I appreciate their acknowledgment of my concerns, their response does not address the key problems with the ownership I purchased.
  First, Vistana suggested that I sell the ownership on an external market. This is not a realistic or fair solution because there is no resale value. Vistana sold me this product, and I believe they should take responsibility for helping me get out of it.
  I was never told about the 10-day rescission period during the sales process. If this had been explained to me, I would have been able to reevaluate my decision. Unfortunately, I had no idea this option existed. As I mentioned, I was led to believe that maintenance fees were included in the monthly payments, but I later discovered I am required to pay an extra $1,300. I simply cannot afford this fee. If this had been disclosed to me, I would never have considered the purchase.
  Vistana also stated that they found no evidence of malice in the contract documents. The problem is that the promises made to me were verbal. Their sales representative assured me of things that were not included in the written contract, and this is where many of my issues stem from.
  I have not used this ownership at all. With all the additional costs and hurdles, it has been impossible to take advantage of it. I do not understand why Vistana is making it so difficult to resolve the issue. It feels unfair to keep me tied to something I cannot use.
  Finally, the flexibility of this program was misrepresented to me. The sales representative said I could book trips a year in advance, but in reality, there are very limited dates available for booking. This has made planning vacations extremely frustrating and not at all what I was promised.
  I trusted Vistana when I made this decision, and the experience has left me feeling misled and burdened with a financial commitment that I cannot manage or benefit from. The product has not delivered on its promises, and I believe it is only fair for Vistana to allow me to return the ownership without penalty.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/25/2025

  We are sorry to learn that Ms. ***** is unhappy with the response. However, the information provided by the team stands true. The Sales document clearly shows the financial obligation and the 10-day recission period is clearly outlined on page two of the Purchase and Sale Agreement just above where Ms. ***** signed, and repeated multiple times throughout the purchase documents.  As previously stated, we have found no evidence of malice or misrepresentation. However, if Ms. ***** has any emails or texts or other documentation she believes may support her claim, we would be more than happy to review on her behalf. The documentation also states that the purchase includes annual assessments. While the purchase is meant for personal use, many owners do choose to rent out their ownership independently as a way to help offset or cover their annual maintenance fees.
  Please know that we want to deliver upon the owner's expectations, but we must do so in accordance with the terms of the purchase.  We would be pleased to provide assistance with the reservation process and help Ms. ***** get on vacation using her points and encourage her to call Owner Services at ************* who can assist her with this. However, we find no evidence to support cancellation of the contract. 

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23420029
  
  I am rejecting this response because:

  
  I am very upset that you refuse to take this back despite the serious issues I have faced. I want to explain my concerns again in simple terms.
  First, I havent been able to use what I bought even once. It has been sitting unused since I purchased it. Adding to this frustration, I now find myself paying extra fees, like a $250 club fee, that I wasnt told about before signing up. These extra costs, along with the yearly maintenance fee, make this too expensive to keep.
  Second, I was led to believe that the points I bought would be easy to use for travel. The sales *** said they could be used for many destinations and would save my family money. This isnt true. The points are very limited and dont work the way they were described. Instead of helping me save money to travel more, this has only caused more financial stress.
  Third, while signing up, I was told I could book trips up to a year in advance. This is not the case. There are restrictions on booking that make it very hard to plan vacations, which was the main reason I bought this in the first place.
  Lastly, I understand your company says certain things are clearly written in the contract, but verbal promises were made to me during the sales pitch that have not been kept. These promises were a big part of why I trusted the salesperson and decided to move forward with the purchase. If I knew the truth upfront, I never would have agreed to this.
  I dont understand how your company can expect me to stay tied to something I cant use and was misled into buying. I trusted your team, and that trust has been broken.
  I am asking again, please cancel this contract. It has not been used, it does not work as promised, and the extra costs are too much. I hope you will see this is the fair and honest thing to do. 

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

  Business Response

  Date: 07/02/2025

  We are sorry to learn that Ms. ***** is still dissatisfied with our response. 
   Its important to note that her purchase is a legally binding real estate transaction that includes an open loan. This does limit the options available to us. Although we do offer exit solutions, they are not guaranteed and depend on a variety of factors, including ownership status and current business conditions. Unfortunately, we are unable to deed back or buy back ownership interests that have an outstanding loan balance. Ms. ***** has the option to let her account fall into delinquent status which would eventually lead to foreclosure.  While this is not our preferred outcome, and we strive to work with owners to explore all available options before reaching that point. However, we are unable to proceed with an exit for any ownerships that have an outstanding loan balance or unpaid maintenance fees. As previously communicated, the ownerships that are paid in full may be eligible for an exit provided maintenance fees are brought current. Unfortunately, maintenance fees cannot be separated by contract and continuing to pay only the mortgage while maintenance fees are unpaid with not affect your credit and will eventually result in a deed in lieu of foreclosure.
  At this time, we must respectfully decline Ms. ******* request to relinquish her timeshare and consider this matter to be closed.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23420029
  
  I am rejecting this response because:

  I do not understand why a deed in lieu of foreclosure is not an option for me now. I have no intention of keeping this contract or making any additional payments on it. I have never used it and see no point in putting more money into this. I am willing to hand this ownership back over to your company. Why go through the foreclosure process when I am willing to sign this ownership back over to your company?
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Vistana due to their repeated mishandling of my cancellation requests and lack of assistance. Since purchasing my timeshare in 2006, Ive only used it once and never received the promised benefits. After my husbands passing in 2020, my family tried to explain the financial and emotional burden this timeshare has caused, but we were dismissed, and I was instead pressured to sign a new contract.I am now trying to cancel my ownership, and when I initially reached out, I was directed to use an exit services portal that didnt work. I had to send a new email to them asking for help, only to receive a generic rejection with no acknowledgment of my circumstances or concerns. This entire process has been more than upsetting.

  Business Response

  Date: 06/16/2025

  Thank you for the opportunity to respond to ****************** concerns.
  
  First and foremost, we extend our sincere condolences on the loss of her husband. We understand this has been a difficult time, and we regret that her experience with us has added to her distress.
  
  We would like to clarify that there is no obligation to purchase during any sales presentation. Additionally, all purchasers are provided with a 10-day rescission period during which they may cancel their agreement and receive a full refund of any funds paid.
  
  Upon review of Ms. ****** signed and acknowledged purchase documents, it is confirmed that she was informed that while exit options may be available, they are not guaranteed and are subject to business conditions and the status of the ownership account. In this case, the ownership is currently undergoing foreclosure proceedings due to non-payment since 2021, which makes her ineligible for any exit options at this time.
  
  We remain committed to treating all owners with respect and compassion and regret that Ms. ***** felt her concerns were not acknowledged. Should she have any questions or require further assistance, she may contact Owner Services at ************, Monday through Friday, 9 a.m. to 6 p.m. ET.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23400356
  
  I am rejecting this response because:

  I appreciate receiving a response, but now I have even more concerns and questions. One, I will briefly mention that your response did not acknowledge the pressure I had to upgrade - you only gave information regarding my initial purchase. Two, why have I never been told I was in foreclosure prior to this? Given its due to non-payment for over 4 years, when did this happen? Why am I still receiving statements like nothing has changed with my account? I need direct answers and information about what happens next. Is there a way to cancel my account without foreclosure? I need the full picture of whats happening now.

   

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

  Business Response

  Date: 06/25/2025

  We regret that Ms. ***** felt pressured during the sales process. Please be assured that participation in any purchase is entirely voluntary, and there is no obligation to buy. Regarding the foreclosure matter, our records indicate that ownership dues have not been paid. As a result, the rights associated with the ownership have been forfeited. If Ms. ***** wishes to reinstate her ownership by bringing the account current, we encourage her to contact Owner Services at ************ for assistance.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23400356
  
  I am rejecting this response because:
  

  I understand ownership dues havent been paid. When you say the rights associated with the ownership have been forfeited, can you explain what that means? Is it just my rights or the ownership entirely? I dont want to reinstate anything. As I said, I want to cancel the timeshare. Is Owner Services going to help me with that? Or who do I need to contact to get answers about the foreclosure? I would appreciate clarity on who I actually need to speak with to get answers without having to go through multiple department chains.

   

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

  Business Response

  Date: 07/08/2025

  We encourage Ms. ***** to contact the Customer Advocacy Team at ************** who will be able to answer any questions about the foreclosure process. Thank you.

   

• Initial Complaint

  Date:05/19/2025

  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.

  Its unfortunate Ive had to go to these lengths to express my frustrations with Marriott Vacation Club/Vistanas handling of my ownership. The financial strain caused by this timeshare is unbearable. The cost is far beyond what I can sustain, forcing me to stop purchasing necessities like groceries and rack up credit card debt just to get by. Despite my dire situation, Marriott/Vistanas only suggestions are to pay the loan off in full or attempt to sell it on third-party resale platforms. These are not realistic solutions. These timeshares are nearly impossible to resell and hold no value on the market. If they did, I would have sold mine long ago to alleviate my financial burden. I have repeatedly asked if there are any hardship programs or other options for struggling owners like me, but the responses I receive are dismissive and lack empathy. It feels as though no one at Marriott Vacations is truly listening to my concerns. After everything Ive endured, I would expect some level of understanding or support. Instead, I am told to resort to impractical solutions that ignore the severity of my situation. This lack of compassion and the companys refusal to provide viable assistance have left me feeling desperate and hopeless. I was told when I was pushed to upgrade from Vistana to ********, I would get to use all of ********* locations, but that was a lie. I dont have access to those like they said. I urge Marriott Vacation Club to take responsibility and offer genuine assistance to owners who are struggling. The current approach is not only unsustainable but also deeply unsympathetic. Something must change.

  Business Response

  Date: 05/28/2025

  We are truly sorry to hear about the financial and emotional strain youre facing, and we want to acknowledge the frustration and hardship youve described. Please know that your concerns are heard, and we understand how difficult this situation must be for you.
  
  After reviewing your account, we can confirm that you spoke with one of our Executive Customer Advocacy Managers in April 2025, who worked to address your concerns at that time
  
  Its important to note that your purchase is a legally binding real estate transaction that includes an open loan. This does limit the options available to us. Although we do offer exit solutions, they are not guaranteed and depend on a variety of factors, including ownership status and current business conditions. Unfortunately, we are unable to deed back or buy back ownership interests that have an outstanding loan balance.
  
  That said, you do have the option to explore selling your vacation ownership interest on the external market or through a third-party resale company. If you choose to pursue this route, we strongly encourage you to proceed with caution. Be sure to research any company thoroughlyask for references, check reviews, and confirm their credibility. For additional guidance, the American Resort Development Association (****) offers helpful resources at ************.
  
  We understand that these options may not feel like immediate solutions, and we truly wish we could offer more direct relief. Please know that our Owner Services team remains available to discuss your situation further and help you navigate the options that are available. Owner Services can be reached at ************.
  
  

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please See Attachment

  Business Response

  Date: 05/06/2025

  We sincerely apologize for the difficulties you are experiencing. Upon review, it appears that on July 12, 2024, you signed and acknowledged the specific Quality Assurance Checklist point stating that exit options are not guaranteed and depend on business conditions. Additionally, it seems that you have stopped making both your mortgage payments and annual maintenance fees, which is another reason we are unable to provide you with an exit option.
  You do have the option to sell your ownership on the external market or through a third-party company. We advise being cautious when choosing to enlist a third party to rent or resell a vacation ownership interest. If you decide to use a timeshare resale company, we recommend that you evaluate the company first by asking for references. You may also view information regarding the resale of vacation ownership from the American Resort Development Association (ARDA) online at ************.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23294101
  
  I am rejecting this response because:
  
  Sincerely,
  
  Houston Chess

  Customer Answer

  Date: 05/20/2025

  
  
  I know you have exit options available. I recently received a letter from your company presenting the option for a Warranty Deed in ****. However, when I contacted your team to take advantage of this offer, I was informed it was not available to me. This contradiction is confusing, and I urge you to honor your commitment by allowing me to proceed with the Warranty Deed in Lieu option us why here...

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23294101
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 5/20/2025 10:15:47 AM
  
  
  I know you have exit options available. I recently received a letter from your company presenting the option for a Warranty Deed in ****. However, when I contacted your team to take advantage of this offer, I was informed it was not available to me. This contradiction is confusing, and I urge you to honor your commitment by allowing me to proceed with the Warranty Deed in Lieu option us why here...

  
  
  Sincerely,
  
  Houston Chess

  Business Response

  Date: 05/21/2025

  Please provide these document that we provided which indicate that you were offered a deed in lieu, I would like to review this further on your behalf.

  Customer Answer

  Date: 05/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Houston Chess

• Initial Complaint

  Date:05/01/2025

  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.

  The following is an issue that I have attempted to be resolved on numerous occasions with no resolve.I am a Vistana owner and have yearly maintenance fees. My maintenance fees bill was sent in September 2024. I paid the bill in November( fighting stage 4 cancer). My check was cashed by Vistana. Received another bill showing no payment received. I contacted Vistana and they said to provide them with proof of check front and back. Contacted *************** who called Vistana with me on the phone and faxed them proof of payment to the fax number provided on 12/28/24. Received another bill with more late fees etc. Called Vistana and they said they never received it. I mailed a copy of proof of payment. Received another bill with more late fees and liens etc. I called owner services for help on January 22, 2025. Vistana said to email them the proof of payment. I did- no response to email and i sent a follow up on 2/8/25. More bills and fees. I sent another letter March 14, 2025 pleading for assistance. Called Vistana again-on march 30. Was told can not accept email with proof of payment because they are not allowed to see the financial information and must be faxed or mailed. More bills liens. Sent a certified letter to Vistana with them receiving it on April 11, 2025. Called again to be told finally that the check I sent was used to pay member dues and not maintenance fees. Vistana was unable to provide me this information in December 2024. Meanwhile charging me fees and liens. I reached out to have this resolved so many times and can provide all backed up information on my claims. Late fees and liens should be removed and I will pay the maintenance fees. When you call- you cant talk to a supervisor- and when they call back they leave you a number that is the original system in which they cant answer. I cant believe the miles I had to get this resolved. Which is still not resolved. Read your notes on my case.

  Business Response

  Date: 05/05/2025

  
  Sent: Monday, May 5, 2025 10:45 AM
  To: **********************************
  Subject: MVW Customer Advocacy
  
  Good morning Ms. ****************** I am in receipt of your complaint filed with the Better Business Bureau.  I appreciate this opportunity to respond from the corporate office for Sheraton Vacation Club.
  
  I am sorry to hear about your frustration with your 2025 maintenance fee payment.  Owner Services has kept detailed notes over the past several months and what I was unable to cover is that financial services received a check from you in early December in the amount of $405.  This amount was not sufficient to pay your maintenance fees; however, they did apply $250 of the check towards your 2025 annual club dues for being part of the ABOUND internal exchange program.  The remaining $155 was refunded to you via a check. 
  
  Currently, your 2025 maintenance fees have not been paid.  If you wish, I can arrange for a member of our financial services department to contact you this week to collect payment from you.  Please advise if that is how you would like to proceed.
  
  Kind regards,
  
  
  MARRIOTT VACATIONS WORLDWIDE
  
  T ************
  
  ************************************************************************

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was misled when I purchased my timeshare with Vistana, and I urgently need a cancellation. When I bought it, I was promised I could rent it out easily to cover costs, that it would be a good asset to leave to my kids, and that upgrading would give me more travel options, including cruises. None of this was true. On top of that, I told your representative several times that I couldnt afford the upgrade, but I still felt pressuredeven by a managerto go through with it. Now Im stuck with increasing costs I cant handle. I recently spoke with ******* *****, who suggested foreclosure as my only way out. Thats completely unfair. After being misled and pressured, I shouldnt have to deal with such a damaging option. Vistana should release me from this timeshare contract without any penalties. ****** the mortgage, the maintenance fees, and any future obligations. Considering everything Ive been put through, I also believe I should receive a full refund of my upgrade at the very least.

  Business Response

  Date: 04/24/2025

  This matter has been reviewed by our corporate ************************ and the determination has been made that there is no evidence of malice or misrepresentation.  Ms. ********** received all of the information necessary to make an informed purchase decision.  The contract and closing disclosure documents showed her all of the financial responsibilities that coincide with the ownership use plan. 

  Ms. ********** can certainly use her ownership interests to plan terrific vacations including stays at more than 90 vacation club resorts, hotels, cruises and much, much more.  All reservations are subject to availability.  ***************** needs assistance with vacation planning, she is welcome to contact Owner Services at ************.  

  The information provided by Customer Advocacy Manager, ******* ***** is true and accurate.  Failure to pay on the active mortgage loan will result in negative reporting and foreclosure action.  Foreclosure action typically commences once the account is 150 to 180 days delinquent.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23207964
  
  I am rejecting this response because:
  

  Consumer

  Most Recent Message

  Date Sent: 5/15/2025 2:17:12 PM
  I strongly disagree with the conclusion of your customer advocacy team. You claim theres no evidence of misrepresentation, but thats not true in my experience. If I had known I needed to record the false claims made during the sale, I would have done so. This isnt how good customer service should work. When I signed, I believed the terms of this timeshare were clear and affordable, but they werent. I feel misled, and the claim that I had all the information doesnt match what actually happened. Even if I could use the timeshare, I cant afford it now. Instead of offering real solutions, foreclosure is the only option youve presented, and it forces me to destroy my credit to fix a situation I didnt create. How is that fair? You need to take another look at my case. I want to discuss options like canceling the agreement or resolving this without foreclosure. This has been extremely stressful, and I believe your company can do better. I hope to hear back with a reasonable and ethical solution.

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

  Business Response

  Date: 05/16/2025

  We are sorry to learn that Ms. ********** is unhappy with the response from the Customer Advocacy Team. However, the information provided by the team stands true. The Sales document clearly shows the financial obligation and as previously stated, we have found no evidence of malice or misrepresentation. However, if Ms ********** has any emails or texts or other documentation she believes may support her claim we would be more than happy to review on her behalf. While the documentation clearly states that the purchase was intended for personal vacation use and not as an investment opportunity or business venture, many owners choose to rent out their ownership independently as a way to help offset or cover their annual maintenance fees.
  Please know that we want to deliver upon the owner's expectations, but we must do so in accordance with the terms of the purchase.  We would be pleased to provide assistance with the reservation process but find no evidence to support cancellation of the contract.  Ms. ********** is currently delinquent on her Maintenance Fees and we encourage her to contact Owner Services or pay online to avoid any additional late fees.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23207964
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 5/22/2025 1:27:08 PM
  This situation has been very upsetting for me, and I feel like my concerns arent being fully addressed. I am an honest and trusting person, and its not in my nature to assume people are lying to me. If I had known I was being misled during the sales presentation, I would have documented everything. But at the time, I had no reason to think Id need to. I wouldnt be saying any of this if it werent true. In hindsight, the sales presentation feels like it was designed to leave no evidence of the promises that were made. I trusted what I was told by ******* *****, ******** *****, and Lawrences manager, *****. Now Im stuck in a nightmare because of it! What they said to me during the presentation doesnt match what Ive experienced since, and its just not right. I understand the documents may say one thing, but the verbal promises I was given were completely different. Just because I dont have emails or texts doesnt mean my experience isnt valid. I wouldnt be fighting this hard if I didnt feel so strongly about what happened. Again, I want to discuss options like canceling or ending this agreement without foreclosure. Please, just do whats right and let me out.

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

  Business Response

  Date: 05/28/2025

  After careful review, we must respectfully decline your request. Unfortunately, we are unable to accommodate this type of agreement, as the current arrangement is a legally binding real estate transaction. As such, we are obligated to adhere to the terms and conditions outlined in the original agreement. That said, you do have the option to sell your vacation ownership interest on the external market or through a third-party company. If you choose to explore this route, we strongly advise exercising caution. Should you decide to use a timeshare resale company, we recommend evaluating the company thoroughlyask for references and verify their credibility. For additional guidance, you may find helpful information regarding the resale of vacation ownership interests through the American Resort Development Association (ARDA) at ************

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23207964
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 6/2/2025 12:57:49 PM
  Thats not what Im asking for. What Im asking for is a resolution that acknowledges the verbal promises I was given during the sales presentation, not just whats in writing. I trusted the people I spoke to to be honest with me, and I made my decision based on what they told me at the time. Now, I feel completely misled. I never anticipated Id be in a situation like this, where Id have to fight to be heard and to have my concerns taken seriously. Im not interested in putting more time and energy into exploring a resale or dealing with third-party companies. Thats not a solution that addresses the core issue here. What I want is to discuss options for canceling this agreement or finding a way to end it without foreclosure. This is about doing whats rightnot about pushing me toward another difficult or uncertain process.

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

• Initial Complaint

  Date:04/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau, I am writing to formally complain to Vistana Resorts about their lack of communication, misleading sales practices, and failure to assist in my efforts to rescind a Timeshare agreement. Over two months ago, I reached out to Vistana Resorts to request the rescission of my Timeshare agreement. While I received an initial response from a representative named ***** ******, my follow-up email to her has gone unanswered. This complete lack of acknowledgment, particularly after I have been a loyal owner for over ten years, is both unprofessional and deeply frustrating. I have serious concerns about the sales process I was subjected to. Upon entering into this agreement, I did so in good faith, believing the promises made by the companys sales representatives. Unfortunately, these promises have proven misleading and untrue. The availability of the Timeshare is virtually nonexistent, and every attempt Ive made to resolve these issues has only resulted in additional costs. It has become evident that the sales tactics employed by Vistana Resorts were dishonest and manipulative, leaving me feeling misled and exploited. Despite my efforts to address these concerns and seek a fair resolution, Vistana Resorts has failed to respond appropriately or take any meaningful action to resolve the matter. I have been left without the necessary paperwork or guidance for rescinding the agreement, despite repeated requests. I respectfully request the Better Business Bureau to hold Vistana Resorts accountable for their lack of communication and unethical sales practices. I request the company provide me with the proper documentation and process to rescind my Timeshare agreement promptly. As a customer of over a decade, I believe I am entitled to transparent and respectful treatment, which has been sorely lacking in this situation. Thank you for your attention to this matter. Sincerely, ********* *******

  Business Response

  Date: 04/03/2025

  Our records reflect that Mr. ******* purchased ****** StarOptions in the Sheraton Flex Program on July 30, 2016.  Unfortunately, it is not possible to rescind the purchase as we are several years past the rescission period, which is within 10 day of contract signing.  Mr. ******* has also provided no evidence of wrongdoing from our sales department that warrants further consideration to this request.

  Mr. ******* has used his StarOptions as recently as February 13, 2022 when he visited Sheraton Vistana Resort in *******, ********

  Our organization does offer a deed back program.  The deed back program is managed through our Exit Services department.  In order to qualify for the deed back program the ownership interest must have no debts (loan or delinquent maintenance fees) associated with them.  ************** would like to learn more about the deed back program, he is welcome to contact Exit Services at ************.  Alternatively, owners are able to sell their ownership interests on the external market for a price that they deem fair and reasonable.

• Initial Complaint

  Date:03/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are writing to formally submit a complaint regarding our experience with Vistana. What was presented to us as a relaxing getaway quickly turned into a high-pressure sales trap.We initially booked a stay for $99, under the impression it was a gift. However, this turned into an all-day sales pitch where we felt immense pressure to purchase a timeshare just to leave the situation. Later, during what was described as a simple review of our purchase, we were subjected to yet another high-pressure sales session and coerced into an upgrade, despite having family waiting outside. It felt like we had no option but to agree.Since then, the timeshare has become a significant financial burden. With our military schedules, we barely have time to travel and have seen no benefit in owning this. Weve reached out to Vistana multiple times, initially receiving no response. When they did reply, they denied assistance, citing the loan. Then, we reached out again, and are being ignored. The existence of this loan should not prevent us from exiting the agreement. Weve clearly explained why we need to move on.We believe the sales methods used were unethical and unfair. We are requesting a full refund and cancellation of the timeshare.

  Business Response

  Date: 06/27/2025

  Thank you for allowing us the opportunity to respond to Ms. ********* complaint. We sincerely apologize for the difficulties Ms. ******* has encountered with her Sheraton Flex ownership.
  
  Following a thorough review of her ownership documents, we confirmed that both parties signed and initialed the Purchaser's Acknowledgement at the time of purchase. The documents that are signed at the point of sale are meant to not only legally describe the purchase but also function as confirmation that all disclosures were made and there is an understating of the sale. While we do understand Ms. ********* sentiment, all terms and conditions of her purchase were conveyed and exhibit her signed agreement. Additionally, all customers are afforded a ******** rescission period to allow review of all documents after the purchase and identify if they wish to continue with the sale, ensuring that the purchase documents fall in line with the point of-sale experience. As she did not submit any written cancellation within that time limit and up until closing, the sale proceeded as agreed. 

  As noted, while exit options may be available, they are not guaranteed and depend on prevailing business conditions. Its important to note that her purchase is a legally binding real estate transaction that includes an open loan. This does limit the options available to us. Although we do offer exit solutions, they are not guaranteed and depend on a variety of factors, including ownership status and current business conditions. Unfortunately, we are unable to deed back or buy back ownership interests that have an outstanding loan balance.
  

  We understand that financial hardship can be challenging, and we empathize with her situation and hope that things improve soon. While we are unable to provide a guaranteed exit solution, she does have the option to sell the ownership on the external resale market or through a third-party resale company. If she chooses to pursue this route, we strongly encourage her to conduct thorough research, ask for references, and verify the legitimacy of any resale company you consider. For additional guidance, the American Resort Development Association (****) offers helpful resources on vacation ownership resales at ************.
  We understand that this may not be the resolution Ms. ******* was hoping for, but we remain committed to supporting her in making the most of her ownership. If she would like to transact or have any questions regarding her ownership, please contact Owner Services at ************. Our team is here to assist.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23111703
  
  I am rejecting this response because:

  If the timeshare is equivalent to real estate, we would like to point out that people sell real estate with open loans all the time. Additionally, were not looking for empathy; we need to cancel one of, if not the main, source of our financial circumstances. We are not salesmen, and should not be expected to sell our timeshare on our own. This is also contradictory to the statement that this timeshare real estate cannot be sold with an open loan. Your response lacks any solutions, and we would appreciate it if we could speak with someone in management to reconsider our situation. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 07/08/2025

  We are sorry to learn that Ms. ******* is unhappy with the response however, the information provided by the team stands true. The Sales document clearly shows the financial obligation and as previously stated, we have found no evidence of malice or misrepresentation. However, if Ms. ******* has any emails or texts or other documentation she believes may support her claim, we would be more than happy to review on her behalf. While the documentation clearly states that the purchase was intended for personal vacation use and not as an investment opportunity or business venture, many owners do choose to rent out their ownership independently as a way to help offset or cover their annual maintenance fees.
  Exit Options: The signed documents also reflect the acknowledgment that while *** does offer exit options, these are not guaranteed and are subject to business conditions and individual ownership status. As Ms. ********* account currently has an open loan balance, we regret that *** is unable to offer an exit option at this time. While this prevents her from exiting via the company, she is still able to sell her timeshare with an open loan on the external market as previously mentioned. The alternative is to stop payments and allow the purchase to fall into foreclosure.  Please know that foreclosure is not our preferred outcome, and we strive to work with owners to explore all available options before reaching that point. However, we are unable to proceed with an exit for any ownerships that have an outstanding loan balance or unpaid maintenance fees.  Additionally, maintenance fees cannot be separated by contract and continuing to pay only the mortgage while maintenance fees are unpaid will not affect credit and will eventually result in a deed in lieu of foreclosure. If you have additional questions about the foreclosure process, please contact our ************************ at *************.
  Please know that we want to deliver upon the owner's expectations, but we must do so in accordance with the terms of the purchase.  We would be pleased to provide assistance with the reservation process but find no evidence to support cancellation of the contract and therefore consider this matter closed. 
  

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a timeshare with *************** Vacation Club and I was unable to reserve my apartment when the window opened at mid- night Eastern time for March 7, 2025 with Marriott Vistana system. They are contractually obligated to allow me to reserve yet their reservation system fails to work causing me cost and major inconvenience.

  Business Response

  Date: 07/09/2025

  Thank you for reaching out and sharing your concern regarding your recent experience with the reservation system for your ownership at The Westin Ka'anapali. We understand how frustrating it must have been to encounter technical issues when attempting to reserve your week, especially given the importance of securing your preferred dates. While we recognize your expectation to reserve at the opening of the booking window, wed like to clarify that as a floating week owner, your reservation is based on availability within your designated season. This means that while you have the right to reserve a week during your season, specific dates are not guaranteed and are subject to availability at the time of booking. That said, we sincerely regret any inconvenience caused by the system not functioning as expected. We understand how this may have impacted your plans and we are committed to ensuring that your ownership experience meets the high standards you expect and deserve. If you havent already, we recommend contacting Owner Services directly to explore any available alternatives.