Just received this email:
This email comes on behalf of Suzanne Clark, Vice President, Owner Services. Thank you for taking the time to share your comments concerning the implementation of a third party guest fee. Your feedback is certainly appreciated. We sincerely apologize for your expressed dissatisfaction and would like to provide additional information to you.
While each resort affiliated with Vistana Signature Network (“VSN”) may have its own rules regarding usage by an owner’s guests, please note that once a VSN member enters the Network Period, your Home Resort rules are no longer applicable to your reservation and your reservation is instead subject to the VSN Rules, including applicable fees. The VSN Rules and Regulations allow the Network Operator to ensure the effective operation of the Network. Owners give up rights provided in their home resort reservation rules when they choose to enter the Network Float Period.
The Third Party Guest Fee is intended to ensure that owners have a fair opportunity to access all VSN Resorts during the Network Period. Our goal is to ensure all owners have the ability to secure a wide range of reservations. There is a correlation between the cost of servicing an increased volume of third party reservation processing (including multiple changes per reservation) which has contributed to the company’s decision to implement a guest fee. Other factors include online development, the industry standard, and support of proper registration procedures.
Please reference the VSN Membership Agreement, specific sections; “Enrollment in the Network”, “Assignment of Resort Reservation Rights” and “Owner Acknowledgments”. Examples of the section language are referenced below:
Enrollment in the Network. Owner will be enrolled as a Network Member and the Network Operator will accept Owner as a Network Member beginning on the first day of the term of this Agreement as stated in Paragraph 4 below, subject to the terms and conditions in this Agreement. Owner agrees to comply with the terms and conditions of this Agreement, the Network Rules, and the rules, regulations, and restrictions of any Network Resort at which Owner reserves accommodations.
Assignment of Resort Reservation Rights. For the term of this Agreement, Owner assigns to the Network Operator its reservation rights at the Resort. Owner acknowledges that through this assignment, the Network Operator may make available to other Network Members a Vacation Period at the Resort subject to the Owner’s reservation rights during the Home Resort Reservation Period. Owner agrees that once a Network exchange has been confirmed, Owner has relinquished all use rights in the Vacation Period associated with the Vacation Ownership Interest (“Exchanged Interest”). Owner further agrees that (a) such confirmation shall act as an assignment of the Exchanged Interest to the Network Operator; (b) the Network Operator is entitled to use the Exchanged Interest in the Network Operator’s sole discretion; and (c) the Network Operator is further entitled to keep any and all fees generated by the use of the Exchanged Interest.
Owner Acknowledgments. Owner recognizes and acknowledges that: Owner has received copies of the Network Disclosure Guide, the Network Fees Chart, the Vacation Ownership Use Notification, the Network Rules and the Starpoints Disclosure Statement all of which are incorporated herein by reference. Owner hereby accepts and agrees to all terms and conditions set forth in those documents.
Please know, VSN members who make reservations at their home resort during the Home Resort Reservation Period (12-8 months prior to arrival) and wish to transfer their reservation to a third party guest will not be charged the fee. The fee only applies to a third-party guest reservation booked within the VSN Network Float Period or the VSN Network Priority Period starting at eight months prior to arrival. Once the fee has been applied to a specific reservation, any further name changes to that reservation, will not incur an additional fee. Third-party guests include friends and family members not listed on the ownership deed or contract and are not accompanied by the owner. In support of resort security procedures, check-in and key issuance will be provided to the name on the reservation (with valid photo ID), therefore, Owners must contact Owner Services when changing a reservation to a third party.
Thank you again for your valuable feedback and the opportunity to respond. We look forward to serving your vacation ownership needs for many years to come.
Sincerely,
Bettina (Tina) Arias
Consumer Affairs Specialist
Owner Services
T 407 903 4831 F 407 903 4300
9002 San Marco Court, Orlando, FL 32819
