Starwood Vacation Ownership

Initial Business Response / [redacted] (1000, 5, 2015/12/15) */ Dear Ms [redacted] This communication comes in response to Ms [redacted] ' complaint surrounding her recent purchase of Harborside Resort at Atlantis, contract # XXXXXXWe appreciate the opportunity to review and respond Please note, our record reflects Ms [redacted] purchased via resale and not from Starwood Vacation Ownership; therefore, we cannot comment on promises and/or conversations that took place between her and the previous ownerRather we must rely on the business rules surrounding StarOptions Banking, which states the following: Banked StarOptions may transfer in the event of a will or deed transfer to an immediate family member (mother, father, son, daughter, brother, sister, grandparents)However, banked StarOptions do not transfer when ownership weeks are transferred or sold to other individuals or entities With that said we respectfully decline Ms [redacted] 's request to transfer said StarOptions to her accountHowever, as a sincere goodwill gesture and as final resolve to her concerns, we are agreeable to deposit week of travel into her Interval International account #XXXXXXXOnce Ms [redacted] is ready to use the Interval International week, she may visit www.intervalworld.com or call XXX-XXX-XXXX to make her request Thank you again for allowing us the opportunity to provide closure to this matter, If I may be of further assistance, you may contact me at XXX-XXX-XXXX Monday-Friday from 8:AM to PM eastern standard time, or via email with a convenient time when I may contact you Sincerely, [redacted] CONSUMER AFFAIRS SPECIALIST T XXX XXX XXXX F XXX XXX XXXX STARWOOD VACATION OWNERSHIP SAN MARCO COURT ORLANDO, FL XXXXX UNITED STATES Initial Consumer Rebuttal / [redacted] (3000, 14, 2016/01/13) */ Thank you for your response, even I do not agree with the situation and how things transpired, I am willing to accept the wk Interval Internation weekI do ask that you please make it valid for yearsThank you very much and have a great day! Final Business Response / [redacted] (4000, 16, 2016/01/21) */ Dear Ms [redacted] : This email comes in response to Ms [redacted] ' complaint surrounding her recent purchase of Harborside Resort at Atlantis, contract # XXXXXXWe appreciate the opportunity to review and respond Please note, we are agreeable to extend the Interval International (II) week given as a goodwill gestureThe II week has been extended and will expire December 31, If Ms [redacted] is unable to utilize this week by the extended deadline given we will be unable to extend the week past said dateHowever, Ms [redacted] can contact II at XXX-XXX-XXXX and request an extensionIf she would like to extend the week by months the current price with II is $and months is $We do this without obligation in an effort to demonstrate our commitment to her satisfaction and as final resolve to all concerns Thank you for allowing us the opportunity to respondIf I may be of further assistance, please feel free to contact me at XXX-XXX-XXXX, I am available Monday-Friday from 8:AM to PM eastern standard time Sincerely, [redacted] CONSUMER AFFAIRS SPECIALIST

Dear Revdex.com: In response to Mr***'s rebuttal, we have confirmed that a manager from Sheraton Vacations has already reached out to Mr [redacted] and is addressing the concernIf you should have any further questions, you may reach me directly via telephone and/or emailRespectfully, v\: [redacted] o\: [redacted] w\: [redacted] CONSUMER AFFAIRS SPECIALIST OWNER SERVICES T F San Marco Court, Orlando, FL VISTANA.COM | / [redacted] Style Definitions */

This needs to be directed to our front desk management teamI am a conciergePlease call [redacted] to speak with someone

This email comes in follow up to your correspondence dated November 2, surrounding the complaint filed with your office by Ms [redacted] Please be advised that a representative from our office ( [redacted] , Consumer Affairs Specialist) was previously in communication with Ms [redacted] on September 30, addressing this matter In summary, no confirmation was found in our review with Resort Leadership at Westin Desert Willow that a complimentary villa upgrade was offered to Ms [redacted] Ms [redacted] elected to upgrade her villa and was billed accordingly in doing soAs a gesture of goodwill for any misunderstanding to the matter, Warren Jerome, Director of Operations spoke with Ms [redacted] and extended her a partial refund in the total amount of $ In addition, [redacted] extended 20,Starpoints ($value paying $for every 1,points through spg.com) as an additional gesture of goodwill and in appreciation of the feedback sharedIncidentally, please know that Ms [redacted] agreed to the offer of 20,Starpoints on September 30, In conclusion, as we find that Ms [redacted] received a total value of $as goodwill which our office is in agreement with, no further gestures will be given on this matter and Ms [redacted] ’s request for a refund in the amount of $has been declined Thank you for allowing us an opportunity to review your correspondence and provide a responseIf you have any further questions, you may reach me directly via telephone and/or email

Initial Business Response / [redacted] (1000, 5, 2016/07/08) */ Dear Ms [redacted] , This is in response to Case #XXXXXXXX, received by our office June 30, regarding claims made by Ms [redacted] Thank you for allowing an opportunity to review and respondOur research found that on June 30, Mrand Mrs [redacted] purchased contract XXXXXX at Sheraton Vistana Villages in Orlando, FloridaThe purchase included an annual bedroom unit with first occupancy beginning in In the account became severely delinquent and our Loan Servicing Department made several attempts by phone and mail in order to advise and discuss next steps, however the account remained past duePlease note, after an account becomes over days past due it is placed in a default status and the foreclosure process beginsThe Fair Credit Reporting Act protects all consumers and as Vistana Signature Experiences (previously Starwood) remains fair and consistent with all owners, we are required to report accurate account informationMrand Mrs [redacted] were sent notification of the foreclosure process by mail and emailwere offered a -Deed in Lieu of Foreclosure" as a courtesy, in order to avoid court costs and fees involved in a foreclosure, which they accepted Although Mrs [redacted] states in her communication, "Little did we know that it shows as a foreclosure on our credit" I have included a copy of the signed and acknowledged Deed in Lieu Agreement which on page line states, "We will follow standard industry practice and report to the major credit reporting agencies that your loan was settled for less than the full paymentWe have no control over or responsibility for the impact of this report on your credit scoreYou may want to go to [redacted] to learn more about the potential impact of a deed-in-lieu of foreclosure on your credit." Additionally, while Mrs [redacted] 's feedback expressed that her credit report reflects as a foreclosure, we were able to confirm with Experian that the account shows as DEEDLIEU DELINQ on both Mrand Mrs [redacted] 's reportsIf they do not agree with this information they may wish to process a dispute through Experian

Initial Business Response / [redacted] (1000, 5, 2016/04/19) */ Dear Ms [redacted] This response is regarding Ms [redacted] 's claims regarding the March 16, purchase of a Sheraton Vacations preview package and her request for a refund of all monies paid and to be removed from any future contact lists As we were not present during the purchase experience, we must rely on written terms and conditions provided to Ms [redacted] at the time of the sale, as well as a time and date stamped written communication log in order to determine what occurred Account notes reflect that on March 20, at 9:16am Ms [redacted] booked a reservation for 2/19/for nights at Sheraton Vistana Villages in Orlando FloridaMscalled back on October 5, to change travel dates and was advised of a $date change fee and during that conversation she was advised that new dates will be based on availability; therefore she advised to not make any changes On Nov6, at 11:50am Mscalled to cancel her February reservation, and was advised that a $change fee would be due prior to booking new datesThe reservation was cancelled at her request On January 7, at 3:52pm Mscontacted the reservation team, speaking with [redacted] to request a reservation for June 19, for nights; she was notified the dates were available, however she advised she would call back to book dates and pay the $cancel fee On February 5, Msbooked June 19, for nights, paid a $package extension fee as the package was due to expire prior to her travel; the date change fee was waived as a goodwill gesture On February 10, at 10:14am Mscalled to change dates to June 22, for nights, and cancel fee was again waived as a final courtesy On April 8, at 2:07pm EST Mscalled to again change her reservation to April 9, check-inThere was no availability, as this was one day before check inMscalled back at 2:43pm requesting to speak with a manager as she explained she was able to find availability on Expedia.comDuring that call the agent explained that there are different types of inventory; owner inventory, renter inventory, and Preview Packages inventoryUnfortunately, all Preview Package inventory had been booked by other guestsAdditionally, per the package terms and conditions, (attached for your review) Preview reservations must be booked days in advance of travel date and are on a "space-available" basisAs the reservation was not changed, she is currently booked for her June reservation Although we regret Ms [redacted] 's expressed dissatisfaction we are not agreeable to refund her the package price, however we have honored her request to be removed from future preview offers Thank you for allowing an opportunity to review and respond to all concerns Sincerely, [redacted] SVO Consumer Affairs

Initial Business Response / [redacted] (1000, 6, 2016/02/24) */ Dear Ms [redacted] Our office is in receipt of Complaint # XXXXXXXX filed by Ms [redacted] and Ms [redacted] surrounding the November 10, purchase of contract # XXXXXX at Westin Desert Willow As Ms [redacted] and Ms [redacted] 's claims include misleading information and we did not advise that the assessments for their Biennial Vacation Ownership Interest are billed annually, we immediately retrieved their file for a first hand review of how the product was soldAs we are unable to recreate the point of sale experience, we must adhere to the terms and conditions as outlined in the Purchase DocumentsThe documents signed and acknowledged at the point of sale are meant to not only legally describe what was purchased, but to also act as confirmation that all disclosures have been made and that you have an understanding of the purchase Our analysis finds that the Starwood Vacation Ownership Notification (attached) states, "As a Biennial Vacation Interest Owner, you are responsible for paying a yearly assessment and real estate taxesAssessments are due beginning the year before your First Occupancy Year (for example, if your First Occupancy Year is 2014, your assessments will be due beginning in the year 2013)" Further, the signed Purchase and Sale Agreement Desert Willow Resort Condominium (attached) confirms that we afforded a day period of rescissionIt is the responsibility of the Purchaser to take this time to review their Purchase Documents and identify if they wish to continue with the purchase and/or ensure that the Purchase Documents fall in sync with their point of sale experienceAs there were no objections during this time we proceeded with closing accordingly While we certainly regret any misunderstanding surrounding the annual assessments we find no evidence to support allegations of misleading informationWith that said, we respectfully decline the request for cancellation of contract # XXXXXX, refund of monies paid to date, and/or additional Starpoints in the amount of 80, Thank you for allowing us the opportunity to review and provide responseIf I may be of further assistance, you may contact me at XXX-XXX-XXXX Monday - Friday AM - 4:PM eastern standard time, or via email Respectfully, [redacted] CONSUMER AFFAIRS Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was a typical bait and switchWe have written correspondence from the "sales people" that specifically state an EVERY OTHER YEAR maintenance billWE also spoke in person, in depth about what the EOY had to offer and why the EOY is perfect for usThe contract was a contradiction to our verbal, but, they skirted over the "changes" We have been speaking direct with the PS location and they have offered us a tiny offer in good faithWe are currently waiting for this to happen Final Business Response / [redacted] (4000, 10, 2016/02/26) */ Dear Ms [redacted] : Our office is in receipt of your email dated February 25, regarding Ms [redacted] and Ms [redacted] 's shared concerns surrounding their purchase of contract # XXXXXXThank you for allowing us the opportunity to further review As we were not present at the time of purchase we must rely on the terms and conditions as outlined in the purchase documentsPlease note that these documents are meant to legally describe the purchase and confirm that all disclosures were appropriately conveyedUpon further review of the purchase documents we find that the signed and initialed Pre-Confirmation Checklist (attached), indicates the following: Line #9: You are responsible for paying fees annually for the management, maintenance and reserves of your Home Resort (referred to as your maintenance fees)Your maintenance fees are approximately $annuallyYou are also responsible for paying real estate taxes for your VOI, which are estimated to be $ Line #10: Biennial Ownership maintenance fees will be billed annually for 50% of the annual assessment amount beginning the year before your First Occupancy YearIn cases of this year or next year occupancy, the total assessments (100%) must be received prior to occupancyFor example, if your First Occupancy Year is 2014, your assessments will be in the year This means you will receive two separate maintenance fee bills, each for 50% of the annual assessment before your First Occupancy YearThereafter, you will receive one maintenance fee bill each year for each year for 50% of the annual assessment While we certainly regret that our efforts to provide closure to this matter have been unsuccessful, however, we have found no evidence to support allegations of misrepresentationsFurther, the signed Purchase Agreement confirmed that we provided a day period of rescissionIt is the responsibility of the Purchasers to review their documentsWe received no objections prior to closing therefore it is the Seller's reasonable belief that the point of sale experience was in alignment with the purchase documents Additionally, our office received an escalation request from Mr [redacted] , Sales Manager at Westin Mission Hills advising that he has been in communication with Ms [redacted] in reference to these same concernsDuring their communication Mr [redacted] offered apologies for any misunderstanding regarding the billing of the annual assessments and provided 20,Starwood Preferred Guest Starpoints as a sincere gesture of goodwill which will post to the primary account holder's SPG account within 10-business daysPlease know that Consumer Affairs concurs with the efforts of resolve made by our Sales Leadership Team In closing, as we have fully acknowledged Ms [redacted] and Ms [redacted] 's concerns, and Sales Leadership has made efforts to provide resolve, we respectfully request that you consider this matter closed Thank you again for permitting us to respond and provide closureIf I may be of further assistance, please contact me at XXX-XXX-XXXX Monday - Friday AM - 4:PM eastern standard time, or via email Respectfully, [redacted] CONSUMER AFFAIRS

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] 3, and find that this resolution is satisfactory to me 6/1/ Complaint NOT ABLE TO MAKE RESERVATION AS STATED ON PROMOTION LETTERYET COMPANY TOOK MONEY DEPOSIT ALREADY: $ OFFER LETTER RECEIVED MARCH WITH DEADLINE TO CALL AND MAKE DEPOSIT 3/25/WE CALLED WITHIN DEADLINE AND WAS TOLD TO WAIT FOR DATES AVAILABLE FOR NEXT YEARWAS TOLD TO CALL IN MAY CALLED MAY THEN WAS TOLD TO CALL LATE MAYNOW THEY SAY TO KEEP CALLING TO SEE WHEN THEY HAVE DATES OPEN EVEN THOUGH WE PAID OUR DEPOSIT AND THEY CHARGED OUR CREDIT CARD ALREADY, WE ARE UNABLE TO MAKE RESERVATIONS BECAUSE THEY DO NOT HAVE DATES OPEN ATTEMPTED TO SPEAK WITH THEIR MANAGER: NO CALL BACKCALLED CORPORATE OFFICE OF WESTIN AND THEY DO NOT KNOW ANYTHING ABOUT THIS PROMOTION OFFER Desired Resolution ALLOW US TO BOOK OUR DATES SO WE CAN START MAKING FLIGHT RESERVATIONS CALL US WHEN OUR DATES ARE BOOKED AND CONFIRMED IF UNABLE TO DO THE PREVIOUS REQUEST, THEN REFUND OUR DEPOSIT AND WE WILL MAKE OUR OWN MAUI RESERVATIONS Consumer Business Dialog

Initial Business Response /* (1000, 8, 2016/06/27) */
Dear Ms***
Our office is in receipt of complaint # XXXXXXXX from *** *** regarding his May 24, purchase of contract # XXXXXX at Harborside Resort at AtlantisWe appreciate the opportunity to review and provide response to the
concerns shared
Mr*** first shared concerns regarding his vacation ownership on February 3, making claims of deceptive sales practices and misrepresentation at the time of purchaseOur February 23, response (attached) indicates that we reviewed the signed purchase documents and account history and found no evidence to support his claims
As Mr*** has made claims surrounding investment and rental we have accepted this opportunity to conduct a more thorough review of the documents signed at the time of purchaseAs we cannot recreate the point of sale experience we must rely on the purchase documents to confirm how the product was soldWe refer you to the signed Harborside Resort Condominium II Purchase Agreement which indicates in paragraph Purchaser's Representations:
Purchaser warrants and represents to the Seller that the purchase of the Interval(s) is made for Purchaser's personal use and such purchase is based on its value as a vacation experience or for spending leisure time, and not for the purpose of acquiring an investment or with an expectation that the Interval(s) may be resoldSeller declares, and Purchaser acknowledges, that representations have been made to Purchaser Regarding an Interval's potential for future profit, rental potential, tax advantages, depreciation, investment potential, or other monetary or financial advantage
Please note that a similar statement can be found on the signed Purchaser's Acknowledgement, line #
In reference to the increase in maintenance fees, please know that the Management Team for the Association takes every available measure to control costs and is continually searching for ways to reduce expensesGreat effort goes into preparing the budgets each year and the Owner Controlled Board of Directors are mindful of cost as they move through the budget processHowever, on January 1, 2015, the Government of the Bahamas implemented a 7.5% Value Added Tax (VAT) on goods and servicesAs a result of this new island-wide tax, the annual maintenance fees for Harborside Resort at Atlantis increased
Additionally, pursuant to Paragraph 6.1(e) of the Declaration of Vacation Ownership Plan for Harborside Resort II, use rights can be denied due to delinquent payment of assessments to the Owners AssociationsFurther, paragraph 6.1(d) of the Declaration of Vacation Ownership Plan for Harborside Resort II provides that no owner may withhold payment of any assessment or any portion thereof because of any dispute between that owner and the associationShould an account becomes over days past due it is placed in default status and the foreclosure process may begin
We regret any misunderstanding regarding the purchase however, our analysis found no evidence to support Mr***'s claimsTherefore, our position has not changed, we respectfully decline Mr***'s request for the cancellation and/or refund of contract # XXXXXX
If I may be of further assistance, please contact me at XXX-XXX-XXXX or via email
Respectfully,
*** ***
Consumer Affairs Specialist
OWNER SERVICES

Initial Business Response /* (1000, 5, 2015/08/28) */
Dear Ms***:
This communication comes in response to your email dated August 25, regarding complaint case # XXXXXXXX initiated by Mr*** *** on March 3, surrounding his purchase of a day night stay package at Westin
Lagunamar Ocean Resort Villas
Upon receipt of Mr***'s concerns we immediately reviewed the history associated with the purchaseOur review confirms that on January 28, Mr*** spoke with a Guest Services Agent and shared his concernsAs a sincere gesture of goodwill, in an effort to demonstrate our commitment to Mr***'s satisfaction a refund in the amount of $was issued on February 16, to the credit card utilized for the packageIt may take Mr***'s financial institution 1-billing cycles to reflect the credit on his statementWe did this without obligation, and as final resolve to Mr***'s concerns
We appreciate the opportunity to review and provide responseIf I may be of further assistance, you may contact me at XXX-XXX-XXXX, or via email at ***@starwoodvo.com
Respectfully,
***
Consumer Affairs
Initial Consumer Rebuttal /* (3000, 7, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It wasnt due to a "sincere gesture of goodwill, and in an effort to demonstrate our commitment to Mr***'s satisfaction," that a refund was issuedIt was due to me calling repeatedly to get the money backI am a busy physician and had to spend my valuable time (about 2-calls to get the money back) as it wasnt a "smooth process." As a true sincere gesture of goodwill and if you truly value my platinum status, I am asking for a free voucher to stay at Westin Cancun Lagunamar for days and nights on any date with no restrictions and 50,starpoints for the inconvenience and insult
Thanks
Final Consumer Response /* (4200, 11, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I respectfully disagree I asked for reservation Jan when I called Nov but was told you had nothing availbleIt is interesting that you didnt document that I was offered nothing other than dates in summer (July and October) which are dangerously hot and hurricane seasonThat is when I inquired about Jan as well
In fact I am utterly disappointed in your Starwood Vacation Ownership as I am Platinum SPG and still FIRMLY BELIEVE YOUR TIMESHARE is HOAX and RIPEOFF and feel that you do not truly value SPG Platinum members like myself
Furthermore you utter lack of understanding of true customer service is appallingthe reason I love SPG and travel so frequently with SPG is the fact that SPG gets the customer service side; obviously your Starwood vacation hoax is nothing like SPG Customer service
Final Business Response /* (4000, 13, 2015/09/08) */
Dear Ms***
This communication comes in response to Complaint # XXXXXXXXWe appreciate the opportunity to provide closure to Mr***'s concerns
Although we certainly appreciate Mr***'s travel preferences, we have conducted a thorough investigation of the communication sharedAs noted in our previous email Mr*** expressed dissatisfaction regarding his May 21, purchase of a day/night package for Westin Lagunamar Ocean Resort Villas which was valid for monthsAs Mr*** had very limited travel preference, he declined our offer to extend the package and accepted cancellation with full refund of the packageThe refund was confirmed completed on February 25,
Our office has made every effort to accommodate Mr*** and provided resolve in the form of full refundWith that said, we respectfully request closure of this case as no further compensation shall be provided
Thank you again for allowing us the opportunity respond
Respectfully,
***

Initial Business Response /* (1000, 5, 2016/06/01) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@vistana.com
Dear Revdex.com:
This email comes in follow up to the complaint filed with you by Mr*** *** regarding his vacation package
purchaseUpon review of Mr***'s commentary with the Telemarketing West Packages Department., we confirmed that the Details of Participation (DOPs) for the vacation package state that room reservations are limited and on a space available basis
As we certainly regret any misunderstanding that Mr*** may have had regarding the terms and conditions of his vacation package purchase, we confirmed with the Telemarketing West Packages Department that arrangements have been made to provide Mr*** with a full refund of his deposit in the amount of $400, as per his requestThis is done without obligation but as a sincere gesture of goodwill in light of any confusion surrounding the terms and conditions of said package
Thank you for allowing us an opportunity to respond to Mr***'s concernsIf you have any further questions surrounding this matter, you may reach me directly via telephone or email
Respectfully,
***
Consumer Affairs Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have not received our refund as of yet but will trust it will be done as stated
9/28/
Complaint
Deposit refund request
I paid a $deposit for an opportunity to take advantage of a Maui vacation offer at the WestinIt was a surprise anniversary gift to my husbandA few days after he opened my card he admitted that he didn't think we'd be able to go, his workload is too busy and he also
didn't think it's affordable at this timeI requested a refund by email and was informed it was too lateI had days after making the deposit to request a refund by mailing a letterWhen I called the deposit it I WAS NOT informed of their cancelation policy! The offer mentioned a 15-day cancellation policy when package purchased but I didn't book any datesI thought I was simply reserving the right to book at a later dateAfter exchanging a few emails with a *** I called and asked to speak to his supervisorHe transferred me to a "***." When a couple days passed *** a call back I emailed *** that I'm still waiting to hear from *** and gave him my work and cell numbersI never received a callA small administrative fee is understandable but I never booked anything! Why should they keep my $400?!
Desired Resolution
A full refund
Consumer Business Dialog

Initial Business Response /* (1000, 5, 2016/07/19) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@vistana.com
Dear Revdex.com:
This communication comes in follow up to the complaint filed with you by Ms*** *** regarding her previous
vacation ownership interest at Westin Mission Hills Resort Villas
In response to Ms***'s commentary, as outlined in her Purchase Documents, when an owner sells their vacation ownership interest benefits associated with the purchase are cancelled and no longer available to the previous ownerThese benefits include the Corporate II membership that was established for Ms*** when she purchased the vacation ownership in March
If Ms*** desires to utilize a II week that she deposited into her II corporate membership, she will need to contact II directly at ***and request to open a new individual membership providing II with the RAC code of WMHMs*** will also be responsible for payment of the new II membership fee
Once Ms*** opens a new II membership, she may contact me directly via telephone and/or email with her new II account numberWe will then proceed with transferring her II week into her new II membership account for use by December 31, This is offered under no obligation but as a sincere gesture of goodwill and final resolution
Thank you for allowing us an opportunity to provide a response to this matterIf you should have any further questions, you may reach me directly via telephone and/or email
Respectfully,
***
Consumer Affairs

Initial Business Response /* (1000, 5, 2016/08/04) */
Dear Ms***
This communication comes in response to the concerns shared by Mr*** regarding his March 7, purchase of contract # XXXXXX for a Sheraton Flex Points Package and his request for cancellation
As Mr***
has made claims of "shady things occurring" we immediately retrieved his file to obtain a more clear understanding of how the product was soldOur analysis confirms that all information surrounding the product was appropriately conveyed in the singed and acknowledged purchase documentsThe documents provided at the time of purchase are meant to not only legally describe the purchase but also act as confirmation that all disclosures were made and that there is an understanding of the purchaseOur review found no evidence to support Mr***' claims
As Mr*** stated in his complaint, we provided a day period of rescissionThe appropriate process to rescind is found in the signed Purchase Agreement above the signature lineOn March 29, 2016, after the period of rescission, we received written request to cancel contract # XXXXXXBecause Mr***' payment was processed on March 28, as a sincere gesture, we agreed to not only refund the $1052, we also proceeded with the cancellation of the purchaseIn accordance with his purchase documents any monies paid to date would be forfeited as liquidated damages, therefore the $down-payment was not refunded
Upon further discussion with our Leadership Team, as an additional gesture, we shall process a refund for the $down-payment within the next 7-business daysPlease note that it may take Mr***' financial institution 1-billing cycles to reflect the credit on his statementWe did this without obligation, in an effort to demonstrate our commitment to Mr***' satisfaction and as final resolve to his concerns
Thank you for allowing us the opportunity to review and provide closure to this matterIf I may be of further assistance, please contact me at XXX-XXX-XXXX Monday - Friday AM - 4:PM eastern standard time, or via email
Respectfully,
***
Consumer Affairs Specialist
OWNER SERVICES
T XXX XXX XXXX F XXX XXX XXXX
***
VISTANA.COM

Initial Business Response /* (1000, 5, 2016/03/31) */
Dear Ms***
This communication comes in response to Mr***'s Complaint # XXXXXXXX regarding the April 5, purchase of contract # XXXXXX at Westin Desert Willow
Starwood Vacation Ownership has an over 35-year history for
providing a variety of vacation ownership products and services, and enjoys an ownership base of over 220,families from around the globeWe have worked diligently to garner a reputation as a company with the highest regard for customer satisfaction with all aspects of our organization and operate all aspects of our business with the highest levels of ethics and integrityWe take particular pride for the manner in which our products are marketed, sold and delivered
We understand that during the sales presentation we introduce various types of products, services and deadlines in which we discuss in detail so that customers may determine which ones best suit their needs and budgetAs we were not present for the point of sale experience we must adhere to the terms and conditions as outlined in the purchase documentsThe documents signed and acknowledged at the point of sale are meant to not only legally describe the purchase but also act as confirmation that all disclosures were made and that there is an understanding of the purchase
Our review indicates that Mr*** purchased a 2-bedroom lock-off unit at Westin Desert Willow for travel on the Even Years during the Gold Season (Weeks 28-35)In addition to this he gained Membership to the Starwood Vacation Network Program (SVN) which is a program separate from the Vacation Ownership Interest (VOI)SVN affords the ability to travel to properties other than the home resort, by using StaroptionsThe Staroptions valuation for contract # XXXXXX is 56,for use on the Even YearsThe Staroptions valuation at each participating SVN property varies by season, unit size and amount of nights booked
The booking windows for a "float ownership" are as follows:
Home Resort Preference Period - This means that Mr*** is able to book months to months prior to the desired travel date, at his home resort, during the Season purchased (Gold Season) and will receive the unit type owned for nights
SVN Float Period- This means booking months or less prior to arrival at any resort, based on the number of Staroptions available to useDuring this time reservations may be booked for less than nights at any participating SVN Property, and arrive on any day of the week, based upon availability and the number of available StaroptionsDuring this timeframe Staroptions may also be borrowed from the next use year if the owner wishes to book a larger unit, different season or stay more than nights(HOA fees would need to be paid for the use year that the Staroptions are being borrowed from)
*All reservations are based upon Availability
As a benefit of SVN Mr*** has the ability to Bank his Staroptions for future use within the participating SVN properties, by contacting Owner Services at X-XXX-XXX-XXXX no later than July of the current use year with a fee of $per transaction
As an added benefit, members of SVN are extended a Gold Preferred Membership to Starwood Preferred Guest (SPG) and the ability to convert the vacation ownership weeks to Starpoints, every other Use Year between October and March for a fee of $The ability to use Starpoints for hotel stays at participating Starwood Hotels, flights and in other forms is based on the Terms and Conditions of SPG, which can be found on their website at www.spg.com
In an effort to provide alternatives in the use of the vacation ownership week, SVN also provides a corporate membership with the External Exchange Company, Interval InternationalBy using Interval International, owners can travel to any of the resorts within Interval International's Network based upon the terms and conditions of use as set forth by Interval InternationalUse of Interval International is at the discretion of the ownerMr*** may contact the External Exchange Company online at www.intervalworld.com or by telephone at X-XXX-XXX-XXXX
Information, including the terms and conditions of use surrounding the vacation ownership can be found online at www.starwoodvacationnetwork.com , in the Starwood Vacation Network Exchange Company Disclosure Guide or by calling Owner Services at X-XXX-XXX-XXX Monday - Friday AM - PM and Saturday - Sunday AM - PM eastern standard time
As Mr*** states he does not wish to be part of the Starwood Vacation Network Program, he may contact Membership Administration at XXX-XXX-XXXX Monday - Friday AM- PM eastern standard time for more information regarding how he may cancel his SVN MembershipAs cancelling the SVN Membership does not cancel the purchase of the vacation ownership week, once SVN has been cancelled Mr*** will only be able to book reservations at his home resort, for the seasonality purchased, in the unit type purchased for nightsIf he wishes to travel to other properties, he may set up an individual membership with the External Exchange Company Interval International
Further review reflects that we provided a day period of rescissionIt is the Purchaser's responsibility to take this time to review their Purchase Documents and identify if they wish to continue with the purchase and/or ensure that the Purchase Documents fall in sync with their point of sale experience
We certainly regret any misunderstanding surrounding the purchase, however our analysis of the purchase documents finds no evidence to support allegations of misleading informationWith that said, we respectfully decline Mr***'s request for the cancellation and refund of contract # XXXXXX
Thank you for allowing us the opportunity to review and provide response to Mr***'s concernsIf I may be of further assistance, please contact me at XXX-XXX-XXXX Monday - Friday Am - 4:PM eastern standard time, or via email
Respectfully,
***
CONSUMER AFFAIRS

Final Consumer Response /* (2000, 6, 2015/09/28) */
My mistake, it was $not $and I received a voice mail from Starwood that they will be refunding in full!! Thank you Revdex.com!

Initial Business Response /* (1000, 5, 2016/06/01) */
Contact Name and Title: ***
Contact Phone: ***
Contact Email: ***@vistana.com
Dear Revdex.com:
This email comes in follow up to the complaint filed with you by Mr*** *** regarding his vacation package
purchaseUpon review of Mr***'s commentary with the Telemarketing West Packages Department., we confirmed that the Details of Participation (DOPs) for the vacation package state that room reservations are limited and on a space available basis
As we certainly regret any misunderstanding that Mr*** may have had regarding the terms and conditions of his vacation package purchase, we confirmed with the Telemarketing West Packages Department that arrangements have been made to provide Mr*** with a full refund of his deposit in the amount of $400, as per his requestThis is done without obligation but as a sincere gesture of goodwill in light of any confusion surrounding the terms and conditions of said package
Thank you for allowing us an opportunity to respond to Mr***'s concernsIf you have any further questions surrounding this matter, you may reach me directly via telephone or email
Respectfully,
***
Consumer Affairs Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have not received our refund as of yet but will trust it will be done as stated

Initial Business Response /* (1000, 5, 2016/06/29) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@vistana.com
Dear Revdex.com:
This communication comes in follow up to the complaint filed with you by Ms*** *** surrounding a prepaid
vacation package in the amount of $We sincerely regret Ms***'s expressed dissatisfaction surrounding her purchase
Upon further review with the Telemarketing Packages Department, we confirmed that Ms*** was provided appropriate disclosures in the form of a package offer letterThe letter contained the specific terms and conditions associated with the vacation package offerWe further confirmed that there was clear communication in writing and via telephone that there was an expiration date associated with the offer
Records further reflect that an extension was provided to Ms*** for use of the package through December
Although we find that Ms*** was provided appropriate disclosures surrounding her purchase, we are agreeable to provide Ms*** with a refund of her $depositThe refund will be credited within to weeks back to the credit card used for the purchaseThis is provided under no obligation but as a sincere gesture of goodwill for any potential misunderstanding surrounding the terms/conditions of the purchase
Ms***'s additional request for a refund of interest charges on her credit card has been respectfully denied
Thank you for allowing us an opportunity to provide a response to Ms***'s correspondenceIf you have any further questions surrounding this matter, you may reach me directly via telephone or email
Respectfully,
***
Consumer Affairs
Vistana Signature Experiences, Inc

Initial Business Response /* (1000, 6, 2016/02/24) */
Dear Ms. [redacted]
Our office is in receipt of Complaint # XXXXXXXX filed by Ms. [redacted] and Ms. [redacted] surrounding the November 10, 2015 purchase of contract # XXXXXX at Westin Desert Willow.
As Ms. [redacted] and Ms. [redacted]'s claims include...

misleading information and we did not advise that the assessments for their Biennial Vacation Ownership Interest are billed annually, we immediately retrieved their file for a first hand review of how the product was sold. As we are unable to recreate the point of sale experience, we must adhere to the terms and conditions as outlined in the Purchase Documents. The documents signed and acknowledged at the point of sale are meant to not only legally describe what was purchased, but to also act as confirmation that all disclosures have been made and that you have an understanding of the purchase.
Our analysis finds that the Starwood Vacation Ownership Notification (attached) states, "As a Biennial Vacation Interest Owner, you are responsible for paying a yearly assessment and real estate taxes. Assessments are due beginning the year before your First Occupancy Year (for example, if your First Occupancy Year is 2014, your assessments will be due beginning in the year 2013). "
Further, the signed Purchase and Sale Agreement Desert Willow Resort Condominium (attached) confirms that we afforded a 7 day period of rescission. It is the responsibility of the Purchaser to take this time to review their Purchase Documents and identify if they wish to continue with the purchase and/or ensure that the Purchase Documents fall in sync with their point of sale experience. As there were no objections during this time we proceeded with closing accordingly.
While we certainly regret any misunderstanding surrounding the annual assessments we find no evidence to support allegations of misleading information. With that said, we respectfully decline the request for cancellation of contract # XXXXXX, refund of monies paid to date, and/or additional Starpoints in the amount of 80,000.
Thank you for allowing us the opportunity to review and provide response. If I may be of further assistance, you may contact me at XXX-XXX-XXXX Monday - Friday 9 AM - 4:30 PM eastern standard time, or via email.

Respectfully,
[redacted]
CONSUMER AFFAIRS
Initial Consumer Rebuttal /* (3000, 8, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This was a typical bait and switch. We have written correspondence from the "sales people" that specifically state an EVERY OTHER YEAR maintenance bill. WE also spoke in person, in depth about what the EOY had to offer and why the EOY is perfect for us. The contract was a contradiction to our verbal, but, they skirted over the "changes" We have been speaking direct with the PS location and they have offered us a tiny offer in good faith. We are currently waiting for this to happen.
Final Business Response /* (4000, 10, 2016/02/26) */
Dear Ms. [redacted]:
Our office is in receipt of your email dated February 25, 2016 regarding Ms. [redacted] and Ms. [redacted]'s shared concerns surrounding their purchase of contract # XXXXXX. Thank you for allowing us the opportunity to further review.
As we were not present at the time of purchase we must rely on the terms and conditions as outlined in the purchase documents. Please note that these documents are meant to legally describe the purchase and confirm that all disclosures were appropriately conveyed. Upon further review of the purchase documents we find that the signed and initialed Pre-Confirmation Checklist (attached), indicates the following:
Line #9: You are responsible for paying fees annually for the management, maintenance and reserves of your Home Resort (referred to as your maintenance fees). Your maintenance fees are approximately $746 annually. You are also responsible for paying real estate taxes for your VOI, which are estimated to be $67.
Line #10: Biennial Ownership maintenance fees will be billed annually for 50% of the annual assessment amount beginning the year before your First Occupancy Year. In cases of this year or next year occupancy, the total assessments (100%) must be received prior to occupancy. For example, if your First Occupancy Year is 2014, your assessments will be in the year 2013. This means you will receive two separate maintenance fee bills, each for 50% of the annual assessment before your First Occupancy Year. Thereafter, you will receive one maintenance fee bill each year for each year for 50% of the annual assessment.
While we certainly regret that our efforts to provide closure to this matter have been unsuccessful, however, we have found no evidence to support allegations of misrepresentations. Further, the signed Purchase Agreement confirmed that we provided a 7 day period of rescission. It is the responsibility of the Purchasers to review their documents. We received no objections prior to closing therefore it is the Seller's reasonable belief that the point of sale experience was in alignment with the purchase documents.
Additionally, our office received an escalation request from Mr. [redacted], Sales Manager at Westin Mission Hills advising that he has been in communication with Ms. [redacted] in reference to these same concerns. During their communication Mr. [redacted] offered apologies for any misunderstanding regarding the billing of the annual assessments and provided 20,000 Starwood Preferred Guest Starpoints as a sincere gesture of goodwill which will post to the primary account holder's SPG account within 10-14 business days. Please know that Consumer Affairs concurs with the efforts of resolve made by our Sales Leadership Team.
In closing, as we have fully acknowledged Ms. [redacted] and Ms. [redacted]'s concerns, and Sales Leadership has made efforts to provide resolve, we respectfully request that you consider this matter closed.
Thank you again for permitting us to respond and provide closure. If I may be of further assistance, please contact me at XXX-XXX-XXXX Monday - Friday 9 AM - 4:30 PM eastern standard time, or via email.
Respectfully,
[redacted]
CONSUMER AFFAIRS

Initial Business Response /* (1000, 5, 2015/12/15) */
Dear Ms. [redacted]
This communication comes in response to Ms. [redacted]' complaint surrounding her recent purchase of Harborside Resort at Atlantis, contract # XXXXXX. We appreciate the opportunity to review and respond.
Please note, our...

record reflects Ms. [redacted] purchased via resale and not from Starwood Vacation Ownership; therefore, we cannot comment on promises and/or conversations that took place between her and the previous owner. Rather we must rely on the business rules surrounding StarOptions Banking, which states the following:
Banked StarOptions may transfer in the event of a will or deed transfer to an immediate family member (mother, father, son, daughter, brother, sister, grandparents). However, banked StarOptions do not transfer when ownership weeks are transferred or sold to other individuals or entities.
With that said we respectfully decline Ms. [redacted]'s request to transfer said StarOptions to her account. However, as a sincere goodwill gesture and as final resolve to her concerns, we are agreeable to deposit 1 week of travel into her Interval International account #XXXXXXX. Once Ms. [redacted] is ready to use the Interval International week, she may visit www.intervalworld.com or call XXX-XXX-XXXX to make her request.
Thank you again for allowing us the opportunity to provide closure to this matter, If I may be of further assistance, you may contact me at XXX-XXX-XXXX Monday-Friday from 8:30 AM to 5 PM eastern standard time, or via email with a convenient time when I may contact you.
Sincerely,
[redacted]
CONSUMER AFFAIRS SPECIALIST

T XXX XXX XXXX F XXX XXX XXXX
STARWOOD VACATION OWNERSHIP
9002 SAN MARCO COURT
ORLANDO, FL XXXXX
UNITED STATES
Initial Consumer Rebuttal /* (3000, 14, 2016/01/13) */
Thank you for your response, even I do not agree with the situation and how things transpired, I am willing to accept the 1 wk Interval Internation week. I do ask that you please make it valid for 2 years. Thank you very much and have a great day!
Final Business Response /* (4000, 16, 2016/01/21) */
Dear Ms. [redacted]:
This email comes in response to Ms. [redacted]' complaint surrounding her recent purchase of Harborside Resort at Atlantis, contract # XXXXXX. We appreciate the opportunity to review and respond.
Please note, we are agreeable to extend the Interval International (II) week given as a goodwill gesture. The II week has been extended and will expire December 31, 2017. If Ms. [redacted] is unable to utilize this week by the extended deadline given we will be unable to extend the week past said date. However, Ms. [redacted] can contact II at XXX-XXX-XXXX and request an extension. If she would like to extend the week by 6 months the current price with II is $99 and 12 months is $189. We do this without obligation in an effort to demonstrate our commitment to her satisfaction and as final resolve to all concerns.
Thank you for allowing us the opportunity to respond. If I may be of further assistance, please feel free to contact me at XXX-XXX-XXXX, I am available Monday-Friday from 8:30 AM to 5 PM eastern standard time.
Sincerely,
[redacted]
CONSUMER AFFAIRS SPECIALIST

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted]3, and find that this resolution is satisfactory to me.











6/1/2016






Complaint

NOT ABLE TO MAKE RESERVATION AS STATED ON PROMOTION LETTER. YET COMPANY TOOK MONEY DEPOSIT ALREADY: $400.00
OFFER LETTER RECEIVED MARCH 2016 WITH DEADLINE TO CALL AND MAKE DEPOSIT 3/25/16. WE CALLED WITHIN DEADLINE AND WAS TOLD TO WAIT FOR DATES AVAILABLE FOR NEXT YEAR. WAS TOLD TO CALL IN MAY....

CALLED MAY THEN WAS TOLD TO CALL LATE MAY. NOW THEY SAY TO KEEP CALLING TO SEE WHEN THEY HAVE DATES OPEN.
EVEN THOUGH WE PAID OUR DEPOSIT AND THEY CHARGED OUR CREDIT CARD ALREADY, WE ARE UNABLE TO MAKE RESERVATIONS BECAUSE THEY DO NOT HAVE DATES OPEN.
ATTEMPTED TO SPEAK WITH THEIR MANAGER: NO CALL BACK. CALLED CORPORATE OFFICE OF WESTIN AND THEY DO NOT KNOW ANYTHING ABOUT THIS PROMOTION OFFER.







Desired Resolution

1. ALLOW US TO BOOK OUR DATES SO WE CAN START MAKING FLIGHT RESERVATIONS.
2. CALL US WHEN OUR DATES ARE BOOKED AND CONFIRMED.
3. IF UNABLE TO DO THE PREVIOUS REQUEST, THEN REFUND OUR DEPOSIT AND WE WILL MAKE OUR OWN MAUI RESERVATIONS.

Consumer Business Dialog