[2/10/17 UPDATE] VSE charging for 3rd party reservation changes! [+Contact Info. for complaints]

[DeniseM]

So should I expect a bill for putting our villa in my daughter's name?

No - The new rule starts today.

Previously, I (and another Tugger) were told if we made a reservation IN THE PAST, and changed the name on the confirmation 1/26 or later, there would be no fee, but that was not correct.

Examples:

If you made a reservation in the past, and got a guest confirmation before Jan. 26 - NO FEE.

If you made a reservation in the past, and called to get a guest confirmation on 1/26, or in the future - FEE.

If you make a reservation 1/26 or later, and called the same day, or in the future to get a guest confirmation - FEE.

 

[okwiater]

My e-mail is timestamped 11:00pm. Making a major policy change which affects usage costs 1 hour before it takes effect is unconscionable.

 

[rickandcindy23]

I received the same response to my email:

Dear Mr. and Mrs. M-----,

Thank you for your feedback. I’m sorry to hear of your dissatisfaction with our company’s decision to implement a guest fee.

The decision to begin charging this type of fee is a result of the high demand we receive for third party reservation changes. While we work to develop the online capabilities for owners electing the online self-service channel, our intention will be to potentially offer a discount for transacting online. Regardless of the use of the online tool there are still costs to service and support all transactions. The development of our servicing systems, the development of the online capabilities, the reservation confirmation, changes to guest names, cancellations all require funding to support. In addition, our ability to support owners with rental programs is not included in your annual maintenance fees.


Please know, that a guest fee is quite common within the vacation ownership industry. This fee only applies to an individual reservation for those owners who have a third party guest checking in. In addition it is critical the resort front desks know who is occupying the villa in the event of an emergency.


Thank you again for reaching out to me. I appreciate you as a valued owner and welcomed your feedback.


Sincerely Suzanne Clark

 

[JudyS]

Are we certain yet that this $59 Guest Certificate fee is for both StarOptions reservations and deeded weeks? Some Tuggers say they have not yet gotten this email. If you have not gotten this email -- do you own StarOptions, or just deeded weeks? And for those here who own deeded weeks only -- have you gotten this email?

 

[MOXJO7282]

This looks like a complete money grab as they could never justify the costs they're charging.

 

[eClass]

Are we certain yet that this $59 Guest Certificate fee is for both StarOptions reservations and deeded weeks? Some Tuggers say they have not yet gotten this email. If you have not gotten this email -- do you own StarOptions, or just deeded weeks? And for those here who own deeded weeks only -- have you gotten this email?

I have deeded weeks only and have received the email.

 

[okwiater]

Maybe paying a fee to let your friends and family use your deeded real estate is one of the "Signature Experiences" Vistana had in mind when they chose the name?

 

[dss]

I sent in a letter as well. I am concerned this may be an alarming signal of how Vistana plans to nickel and dime owners. I urged Ms. Clark to not just "follow other timeshare orgs" by matching their junk fees. Given we are the owners, I also asked for transparent documentation demonstrating the compelling need for this fee to offset the hard cost to provide it. If it really costs in the neighborhood of $60 to add someone's name to a reservation (especially if the functionality is coming online shortly and still retains some form of a fee), there should be ample documentation that they should be sharing with their ownership community.

This is a bald cash grab on the backs of their owners and we should respectfully resist.

 

[chemteach]

I received the reply from Ms. Clark. But it was sent to "Mr." (I am female) and they somehow they had my first name incorrect even though my name was clearly listed at the bottom of my email. Great "Vistana Signature Experience"... I can't figure out how they thought my name was "Mark." Seems they have someone not paying attention when replying to the complaints. Hoping this is a sign that they are needing to reply to a large number of owners upset about this issue.

 

[PamMo]

Maybe paying a fee to let your friends and family use your deeded real estate is one of the "Signature Experiences" Vistana had in mind when they chose the name?

^^^^^^^^^^^^^


I guess they mean more "Signature Experiences" on our checks to Vistana!

 

[Xanadu]

I own 3 deeded weeks - 2 at WKORV and 1 at WPORV, and I have not yet gotten this email. I just logged into vistana.com and I don't see any obvious announcement about it yet. It sounds like they are a bit disorganized.

 

[chemteach]

^^^^^^^^^^^^^


I guess they mean more "Signature Experiences" on our checks to Vistana!

LOL!!!!!!!!!!!!!!

 

[tha]

I copied and sent the email above - and let them know I saw it on TUG - and added, "
. ..BTW there was an on-line capability until this year. Why is Vistana wasting owners resources reinventing the wheel? Looks incompetent and corrupt."

 

[VacationForever]

I received the reply from Ms. Clark. But it was sent to "Mr." (I am female) and they somehow they had my first name incorrect even though my name was clearly listed at the bottom of my email. Great "Vistana Signature Experience"... I can't figure out how they thought my name was "Mark." Seems they have someone not paying attention when replying to the complaints. Hoping this is a sign that they are needing to reply to a large number of owners upset about this issue.

They (Ms. Clark/VSE) have an assistant send out boiler plate response and the previous reply was to a Mark, copy and paste.

 

[VacationForever]

I copied and sent the email above - and let them know I saw it on TUG - and added, "
. ..BTW there was an on-line capability until this year. Why is Vistana wasting owners resources reinventing the wheel? Looks incompetent and corrupt."

They have to redo it to incorporate charging a fee.

 

[kcole5]

Vistana doesn't do title work - you would have to use an outside title company and it would cost you in the range of $150-$200 per deed. Also - anyone you put on the deed assumes full financial responsibility.

Fair enough. My point was that their criteria that someone must be on the title does not really recognize how families plan to use their timeshares nor how buyers normally title "real estate", in part for the reasons you state. There should be a way that we can designate certain family members to use them in future, without having to be present or pay a fee for the privilege of allowing family members to use it.

 

[rickandcindy23]

Does Vistana take weeks back? Just wondering. I don't see a lot of weeks for sale on eBay anymore, so it crossed my mind that perhaps Vistana is allowing deedbacks. Seems like they will get more angry people. We are a tiny portion of the ownership.

 

[Westin5Star]

I don't own any of my timeshares; they are owned by one of three trusts that we have. My trusts will not be using the TS and I have independent trustees that manage the trusts (for asset protection purposes). Will I have to pay the $39 every time I use my timeshares?

***I haven't posted in a long long time. I hope that you are all doing well.

 

[YYJMSP]

I don't own any of my timeshares; they are owned by one of three trusts that we have. My trusts will not be using the TS and I have independent trustees that manage the trusts (for asset protection purposes). Will I have to pay the $39 every time I use my timeshares?

***I haven't posted in a long long time. I hope that you are all doing well.

I'm going to bet you will have to pay, as your name is not on the deed.

 

[Helios]

I'm going to bet you will have to pay, as your name is not on the deed.

That would be my guess too.

 

[Helios]

What are we going to do if they start charging a fee to reply to emails...

 

[DavidnRobin]

I don't own any of my timeshares; they are owned by one of three trusts that we have. My trusts will not be using the TS and I have independent trustees that manage the trusts (for asset protection purposes). Will I have to pay the $39 every time I use my timeshares?

***I haven't posted in a long long time. I hope that you are all doing well.

Hey Jody - welcome back - long time...
Good question. I am in process of putting ours in a trust as well.
While in a trust - I suspect that it goes to Owner on record at VSN (formerly SVN) and not the trust. It is not like one checks in under the Trust's name as it does not have an Gov't or state issued ID.
Probably best to contact VSE/VSN on this question. Let us know if you receive a response that is reliable.

 

[vacatiionking]

As much as I don't like paying ever increasing maintenance fees, the level of outrage in this thread vs. the cost of a fee that you have never incurred and may never incur, seems out of proportion. I would expect this level of angst for people who own in Maui paying over $2000 a year in MFs and then the city imposes an after the fact tax increase.

I have never had a family member check in 2 hours before me. If I ever do, they will just have to cool their heels until I get there. If my kids want to use one of my weeks without me, if I didn't mind paying the exorbitant MF then giving it to my kids, what's another $60? You could always ask them to reimburse you for the guest fee. Not a bad deal to pay $60 for a $1000-$2000 week. I suspect owners who rent will pay a majority of this new fee. If you do, you can always add $60 to the fee.

On the other hand, it is pretty duplicitous of Vistana to take down their web portal to add a guest name, and then say they have to charge a fee due to the LARGE volume of calls. Perhaps they will reconsider like Wyndham did by giving us a proportionate amount of free guest name changes. Trust me, I don't like the fee either, but much of what I read here is disproportionate outrage for something that can be avoided.

 

[JudyS]

I have deeded weeks only and have received the email.

Thanks for the information. It really seems egregious to charge this to deeded week owners. (BTW, I "liked" your reply, meaning I liked that you took the time to reply to my question. I DON'T like the new policy!)

 

[DeniseM]

I don't like the fee either, but much of what I read here is disproportionate outrage for something that can be avoided.

I think you missed the point - this is simply a money grab by Vistana - there is no justification for adding a $59 fee.

If owners take this kind of larceny lying down, it just encourages Vistana to exploit owners even more.

Even if it doesn't impact you personally, what about the principle?