The Westin Ka'anapali Ocean Resort Villas

Initial Business Response / [redacted] (1000, 5, 2014/05/13) */ May 13, Dear Ms***: This communication comes in response to Mr***`s complaint surrounding his June 20, purchase of contract # [redacted] at Westin Princeville Ocean Resort VillasThank you for allowing us the opportunity to review his concerns Consumer Affairs originally received Mr***'s concerns on March 25, 2014, at which time he shared his perception of the conversations with Mr***Although we certainly appreciate Mr***'s concerns, we cannot recreate the point of sales experience and 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 were made and that there was an understanding of the purchase, Please note our offices provided response to Mr***'s concems on April 4, and April 21, 2014, which I have attached for your review In Mr***`s complaint he states Mr [redacted] made mention that we would "represent him" in regards to the resale of the vacation ownership interestWe regret any misunderstanding surrounding the term "represent", however, review of the Buyer's Certification states on Line 13: You may sell or rent your Vacation Period but you must do it yourselfNeither the Seiler, nor the Association, nor the SVN Operator, or any related company has any duty to provide any form of rental or resale program or to repurchase your Vacation Ownership InterestYou cannot rent or resell to a Competitor of the Seller The Buyer's Certification goes on with Line #14: It is the policy ot the seller and its broker not to enter into oral agreements or make promises or representations that are not stated in the Contract DocumentsYou should not rely on oral agreements or promises in making your decision to buy your Vacation Ownership Interest Line #15: Your Vacation Ownership Interest is for your use and enjoymentThe seller make no representations about your Vacation Ownership Interest's potential for future profit, rental income, tax benefits, investment potential or other financial advantages However, should Mr [redacted] decide to sell the vacation ownership going forward, Westin Princeville Ocean Resort Villas developer has "First Right of Refusal." This means if Mr [redacted] receives an offer to buy the vacation ownership interest and wants to accept it, he must first notify the Developer before accepting the offerThe terms and conditions for this process can be found in the Owner information BookI have attached the disclosure statement for your review As a sincere gesture of goodwill Resolution Services contacted Mr [redacted] in an effort to provide assistance with his vacation ownership interest going forwardAs a further gesture, we provided Mr [redacted] 20,Starwood Preferred Guest StarpointsWe did this without obligation, in an effort to demonstrate our commitment to Mr***'s satisfaction and as final resolve to his concerns Regarding Mr***'s concerns surrounding the Starwood Preferred Guest Program (SPG), upon purchase Mr [redacted] gained access to the Starwood Vacation Network Program, one of the enhancements of this program is Gold Preferred Level Membership with Starwood Preferred GuestUse of the SPG Program is subject to the terms and conditions of use (attached) which can be found online at [redacted] In our April 2, conversation Mr [redacted] expressed concerns with the service level he received at an SPG Hotel Property, among other concerns with the programWe reached out to Consumer Affairs with Starwood Hotels who reached out to Mr [redacted] in an effort to address his concernsMr [redacted] contacted Mr [redacted] in an effort to address his concerns and advised Starwood Preferred Guest is unable to recognize a Starwood Vacation Ownership Owner at the hotel level, and any upgrades requested would be a lateral upgrade, at the discretion of the property, as noted in the terrns and conditions of useMr [redacted] offered to assist Mr [redacted] with his next reservation During our April 18, conversation Mr [redacted] expressed he was not satisfied with the level of service received by Starwood Hotels' Consumer Affairs representative, Mr [redacted] I offered to have Mr***'s concerns escalated further at which time he declined stating he did not wish to discuss his concerns further Ms***, we have thoroughly reviewed Mr***'s purchase documents and find no evidence to support allegations of misrepresentationWhile we certainly regret Mr***'s expressed disappointment, we have made every effort to address and provide resolve to his concernsWith that said, we respectfully decline Mr***'s request for cancellation and refund of contract # [redacted] Thank you again for allowing us to provide response1f I may be of further assistance, you may contact me at ***-***- [redacted] or via email at [redacted] Respectfully, [redacted] Consumer Affairs

Initial Business Response /* (1000, 5, 2014/05/13) */
May 13,
Dear Ms***:
This communication comes in response to Mr***`s complaint surrounding his June 20, purchase of contract # *** at Westin Princeville Ocean Resort VillasThank you for allowing us the
opportunity to review his concerns
Consumer Affairs originally received Mr***'s concerns on March 25, 2014, at which time he shared his perception of the conversations with Mr***Although we certainly appreciate Mr***'s concerns, we cannot recreate the point of sales experience and 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 were made and that there was an understanding of the purchase, Please note our offices provided response to Mr***'s concems on April 4, and April 21, 2014, which I have attached for your review
In Mr***`s complaint he states Mr*** made mention that we would "represent him" in regards to the resale of the vacation ownership interestWe regret any misunderstanding surrounding the term "represent", however, review of the Buyer's Certification states on Line 13:
You may sell or rent your Vacation Period but you must do it yourselfNeither the Seiler, nor the Association, nor the SVN Operator, or any related company has any duty to provide any form of rental or resale program or to repurchase your Vacation Ownership InterestYou cannot rent or resell to a Competitor of the Seller
The Buyer's Certification goes on with Line #14: It is the policy ot the seller and its broker not to enter into oral agreements or make promises or representations that are not stated in the Contract DocumentsYou should not rely on oral agreements or promises in making your decision to buy your Vacation Ownership Interest
Line #15: Your Vacation Ownership Interest is for your use and enjoymentThe seller make no representations about your Vacation Ownership Interest's potential for future profit, rental income, tax benefits, investment potential or other financial advantages
However, should Mr*** decide to sell the vacation ownership going forward, Westin Princeville Ocean Resort Villas developer has "First Right of Refusal." This means if Mr*** receives an offer to buy the vacation ownership interest and wants to accept it, he must first notify the Developer before accepting the offerThe terms and conditions for this process can be found in the Owner information BookI have attached the disclosure statement for your review
As a sincere gesture of goodwill Resolution Services contacted Mr*** in an effort to provide assistance with his vacation ownership interest going forwardAs a further gesture, we provided Mr*** 20,Starwood Preferred Guest StarpointsWe did this without obligation, in an effort to demonstrate our commitment to Mr***'s satisfaction and as final resolve to his concerns
Regarding Mr***'s concerns surrounding the Starwood Preferred Guest Program (SPG), upon purchase Mr*** gained access to the Starwood Vacation Network Program, one of the enhancements of this program is Gold Preferred Level Membership with Starwood Preferred GuestUse of the SPG Program is subject to the terms and conditions of use (attached) which can be found online at ***
In our April 2, conversation Mr*** expressed concerns with the service level he received at an SPG Hotel Property, among other concerns with the programWe reached out to Consumer Affairs with Starwood Hotels who reached out to Mr*** in an effort to address his concernsMr*** contacted Mr*** in an effort to address his concerns and advised Starwood Preferred Guest is unable to recognize a Starwood Vacation Ownership Owner at the hotel level, and any upgrades requested would be a lateral upgrade, at the discretion of the property, as noted in the terrns and conditions of useMr*** offered to assist Mr*** with his next reservation
During our April 18, conversation Mr*** expressed he was not satisfied with the level of service received by Starwood Hotels' Consumer Affairs representative, Mr***I offered to have Mr***'s concerns escalated further at which time he declined stating he did not wish to discuss his concerns further
Ms***, we have thoroughly reviewed Mr***'s purchase documents and find no evidence to support allegations of misrepresentationWhile we certainly regret Mr***'s expressed disappointment, we have made every effort to address and provide resolve to his concernsWith that said, we respectfully decline Mr***'s request for cancellation and refund of contract #***
Thank you again for allowing us to provide response1f I may be of further assistance, you may contact me at ***-***-*** or via email at ***
Respectfully,
***
Consumer Affairs