Issues with Vistana Portal and Seeing Contracts

[GaryGFL]

Last year my wife and I purchased a Sheraton Flex Ownership, and thought everything was great. However, when I want to view that ownership I have to login to a separate account on the Vistana site away from my 3 other contracts to do anything with it. It has become a hassle now, because when I want to book something I can login to one account and book from my original 3 contracts or I can log into the new account to book from my new Sheraton Flex contract. All I am wanting is to see all my ownerships from one login and have all my StarOptions available. I have sat on the phone for hours with Owner Services and Owner Modifications and just get told they are putting in a request to have it fixed and then I never hear anything back and the issue continues.

Anyone have any ideas on how to get this fixed?

Thanks,

 

[dioxide45]

Was your Sheraton Flex purchased resale or direct? Was it titled exactly the same as your other ownerships? Meaning are the names on all the deeds exactly the same?

 

[GaryGFL]

Was your Sheraton Flex purchased resale or direct? Was it titled exactly the same as your other ownerships? Meaning are the names on all the deeds exactly the same?

It was purchased direct and according to Owner Modifications it was titled exactly the same as my other ownerships. That was their first thought of the cause of the issue. Now I am taking their word that it is titled the same of course.

 

[dioxide45]

How many requests have you put in and not heard anything? Perhaps you need to become a squeaky wheel. Also reach out to the sales advisor who sold you the Sheraton Flex contract. They can sometimes get things moving, especially if it hasn't been that long since you bought it. It sounds like an issue where the VSN member number is different between both accounts. They've had a lot of brain drain at Vistana since the merger and merging departments. The new people probably don't even know what they are looking at.

 

[GaryGFL]

It was purchased about a year ago now, but didn't start dealing with it until last November when I went to book a summer vacation and have called in 4 times about it now. I guess I am just going to have to start calling every week and being a squeaky wheel until it gets fixed. When I explain the issue to Owner Services they just immediately transfer me over to Owner Modifications and pretty much say it is their problem. The sales advisor was useless. I am going to be staying at a property in a few weeks. Might go to the Owners Update and tell them unless they can fix this issue there is not a deal in the world that would get me to say yes to any deal.

 

[iowaguy09]

We have the same issue. We had an owner update at Nanea back in 2023 where we asked about why it is this way. The rep we were with said this multiple login issue is a major complaint they hear from other owners. His explanation was that MVW treats the ownerships as 5 separate entities: MVC, SVC, WVC, GRM (Grand Residences by Marriott), and R-CC (The Ritz-Carlton Club). He said there is no plan to be able to merge these under one ownership access portal. When any of these ownerships are converted into club points, then you can see the converted club points in Abound. Still sounds odd, but that is what we were told.

 

[daviator]

We have the same issue. We had an owner update at Nanea back in 2023 where we asked about why it is this way. The rep we were with said this multiple login issue is a major complaint they hear from other owners. His explanation was that MVW treats the ownerships as 5 separate entities: MVC, SVC, WVC, GRM (Grand Residences by Marriott), and R-CC (The Ritz-Carlton Club). He said there is no plan to be able to merge these under one ownership access portal. When any of these ownerships are converted into club points, then you can see the converted club points in Abound. Still sounds odd, but that is what we were told.

I don't think anyone is expecting to see Vistana and Marriott properties in the same online account. But it's certainly possible to have all of your Vistana (Westin, Sheraton, + Vistana Beach Club if you own that) in one account — and if you bought from the developer, it should absolutely be set up that way.

MVC properties are under the MVC web site, but the MVC and Vistana accounts can and should be linked so that elected points from the Vistana side are viewable from the MVC side and can be combined with any trust points or elected points from MVC ownerships.

Ritz I don't know enough about to comment. But I think the OP's contracts are all Vistana contracts and SHOULD all be in one online account – but aren't.

 

[GaryGFL]

I agree I should be able to see all my Vistana Contracts under a single account. I can see 3 contracts on one account and 1 contract on the other. The funny thing is if I log into the Abound site to see Club Points it shows all my contracts, so they are linked somewhere just not in the Vistana portal.

 

[Eric B]

….

Ritz I don't know enough about to comment. But I think the OP's contracts are all Vistana contracts and SHOULD all be in one online account – but aren't.

Ritz is a completely separate system. If you own Ritz and any others, the Abound side will be able to see that fact but there is no ability for them to do anything for you when you’ve called - you must call the Ritz side to do anything. If you do elect a Ritz week to Abound, the points would show up in your normal Abound account (and you should report for for-cause substance abuse testing).

About the only things you can accomplish for yourself online on the Ritz side of things are paying fees and making space available reservations (within 60 days). Everything else has to be done by customer service.

 

[cubigbird]

@GaryGFL I’ve recently dealt with this same problem. Ownerships were titled exactly the same but they were not visible in aggregate under “What I Own” or your Staroptions ownership inventory. The issue was different ownership numbers. You need to specifically ask Owner Modifications to MERGE the outside Sheraton Flex contract with the other 3 contracts and make sure they all reflect the same ownership number. There is a merge form to complete this but you have to ask them to fill it out and send it to you by email. Once you sign it, fax it back to them and email it, and it takes up to 30 business days to fix.

 

[daviator]

@GaryGFL I’ve recently dealt with this same problem. Ownerships were titled exactly the same but they were not visible in aggregate under “What I Own” or your Staroptions ownership inventory. The issue was different ownership numbers. You need to specifically ask Owner Modifications to MERGE the outside Sheraton Flex contract with the other 3 contracts and make sure they all reflect the same ownership number. There is a merge form to complete this but you have to ask them to fill it out and send it to you by email. Once you sign it, fax it back to them and email it, and it takes up to 30 business days to fix.

They shouldn't charge you a dime, because this problem was created by Sales... when you bought your last contract, they created a new ownership number rather than putting it under your existing one. It's a shame it takes so much work to get their error fixed.

 

[dioxide45]

They shouldn't charge you a dime, because this problem was created by Sales... when you bought your last contract, they created a new ownership number rather than putting it under your existing one. It's a shame it takes so much work to get their error fixed.

I don't think sales really has any part in it, do they? I would suspect that all the contracts are sent to Orlando to be done by a centralized team (Owner Modifications). Thus why it takes so long to get access to the reservation system and owner site.