[UPDATE!] Some disturbing starwood resale news

[DeniseM]

In a different message, I asked about recommendations for giving away a different week, and got this response from a completely different Rep.:

Dear DeniseM,

Thank you for contacting Sheraton Vacation Ownership. We welcome the opportunity to assist you today.

We regret to inform you that we are not able to recommend agencies that may be able to assist with the donation of your vacation ownership interest. We apologize for any inconvenience this may cause.

Unfortunately, the Sheraton Vistana Resort does not have a resale program and we cannot handle the resale of your week directly.

As an alternative, you may contact Sell My Timeshare Now. This company is a member of the American Resort Development Association (ARDA) and has previously assisted Starwood Vacation Ownership (SVO) Owners who would like to resell their vacation ownership interests. Starwood Vacation Ownership, Inc. is not affiliated with this Resale Company and makes no guarantees or warrantees concerning the services they provide. You may reach Sell My Timeshare Now by calling 877.999.3858 or by visiting www.sellmytimesharenow.com/starwood-vps/.

If you choose to use a resale company, we strongly recommend that you evaluate the company first by asking for references, checking the company?s history with the Better Business Bureau and with timeshare regulators in the company?s home state or the state in which your interest is located. In addition, some timeshare resale companies may charge large up front advance fees, which we would caution you against paying.

When you locate a buyer for your week, please advise SVO Portfolio Services, Inc. of the Unit and Week involved, and the name, address and phone number of the new purchaser. Also, please provide us with a copy of the new recorded Warranty Deed within 15 days after the closing date.

Please be advised; if you are unable to utilize your week with us you must space bank it with your External Exchange Company at least 14 days prior to arrival to avoid expiration.

Should you need further assistance, please contact Owner Services at:

Sheraton 888-SV-OWNER (786-9637)
407- 903-4649

The hours of operation for Owner Services are Monday through Friday, 9 a.m. to 9 p.m., and Saturday and Sunday, 9 a.m. to 6 p.m. Eastern Time.

Have a great day!

Sincerely,
K.A.
E-Communications Specialist
Owner Services

Based on these 2 responses from different Reps., I'd say that the evidence is conclusive that this is company policy, and not "Reps gone Rogue."

 

[DanCali]

Their BBB rating... (C+ as of 12/2010)

 

[DeniseM]

Dan - You must be making that up! Starwood would NEVER recommend a company with such a low rating! Maybe it's BBB staff gone rogue?

 

[jarta]

I am surprised that you do not recognize there is a big difference between sending an email asking Owners Services for recommendations for resale brokers (and receiving them in a returned email which contains lots of caveats that Starwood is not vouching for anyone) and saying "a letter with this info was sent to all owners who have their property listed with Starwood" and referring to the policy of sending out that unsolicited information as "official."

Starwood was not sending out official recommendations. It was trying to be helpful by responding to the request you initiated for information about brokers. No good turn goes unpunished. ... eom

 

[DeniseM]

Really? - an email from Starwood isn't official enough for you? You believe that they are making this recommendation via MSC, but you don't believe they will put it on paper? It's not "official" if it's not on paper?????

What are you going to say when Brian posts the letter?

My guess is that you pretend this thread never happened....

 

[DanCali]

It was trying to be helpful by responding to the request you initiated for information about brokers. No good turn goes unpunished. ... eom

Would your opinion change if Starwood was paid by those brokers to provide their names as responses to these inquiries?

Of course we'll never know if they got paid for it, but it seems to me that they can do better than recommending a broker with a C+ BBB rating and that charges an upfront fee...

 

[DeniseM]

Starwood was not sending out official recommendations. It was trying to be helpful by responding to the request you initiated for information about brokers. No good turn goes unpunished.

So if I start recommending these companies to posters who ask for resale recommendations on TUG, are you going to commend me for my "good turn"?

I don't think so....

 

[jarta]

DeniseM, ... I know you must feel great about Starwood makng a response to your specific request for broker names.

But, I do not think you have substantiated anything other than Starwood's Owner Services tries to help people who make specific requests.

And, the text of the emailed responses could not, IMO, be considered "official" policy of Starwood. IMO, your latest communication with Starwood says more about you than it says about Starwood. But, I have no doubt the Starwood email responses were sent by Starwood.

And, no, I was not commending Starwood for responding by giving you names. I was just commending the concern shown by people who were trying to help someone who asked for help. I would not make recommendations of resale brokers if I worked for Starwood - even if someone asked me for a few names to contact. ... eom

 

[DeniseM]

DeniseM, ... I know you must feel great about Starwood makng a response to your specific request for broker names.

Do I feel great about it? No - after all I own 3 Starwood timeshares.

Am I glad to have evidence of the truth - yes

However, it just substantiates what many of us have suspected about Starwood's business practices and ethics for a long time....

It will be very interesting to see if Starwood provides my info. to one of these companies now that Starwood knows I'm looking.

What do your contacts have to say about it?

 

[jarta]

DenieM, ... The truth? IMO, hardly.

Have a nice Holiday season. ... eom

 

[ondeadlin]

You can lead a horse to water ... eom.

 

[DavidnRobin]

Their BBB rating... (C+ as of 12/2010)

Dan - You must be making that up! Starwood would NEVER recommend a company with such a low rating! Maybe it's BBB staff gone rogue?

I do not think a TS resale company would ever have a sterling BBB rating because of the nature of TSs, and the general lack of TS Owner knowledge (and expectations).

Of course - I could be wrong... but it doesn't surprise me. Is there a TS resale organization with a good BBB rating? Maybe C+ is stellar in the TS world...

It does not surprise me that there is a SVO position on relaying TS reseller info to Owners looking to sell their timeshares - it would also not surprise me that there are certain SVO TSs that SVO would have a resale program in place (one they can make money on) that goes beyond a ROFR.

Again - maybe that is just me.

However, didn't Brians' post state that he had contact on an active resale program initiated by SVO? Was this for all resorts - or just selected resorts (as mentioned above...)? If so... it appears that DenisesM's contact would contradict this (unless it was for selected resorts)

or have I misunderstood this?

 

[DeniseM]

Dave - just as an example, FredM's BBB rating is A+ and yes, there are others with sterling ratings. (I look them up all the time in researching companies for posters.)

Brian's original posts said that Starwood sent out letters saying they are canceling their resale program, and recommending the two companies posted above - IN THE LETTER. The letters were sent to SW owners who were enrolled in Starwood's resale program.

I talked to Brian personally about it, and he has a very reliable source who actually received the letter personally, and contacted Brian about it.

 

[DavidnRobin]

Dave - just as an example, FredM's BBB rating is A+ and yes, there are others with sterling ratings. (I look them up all the time in researching companies for posters.)

Brian's original posts said that Starwood sent out letters saying they are canceling their resale program, and recommending the two companies posted above - IN THE LETTER. The letters were sent to SW owners who were enrolled in Starwood's resale program.

Thanks - I guess I read it wrong. When I meant TS resellers - I meant those typical sort-of slimy TS resellers - I wasn't thinking of FredM as part of them. But I guess Fred could call himself 'The Timeshare General'

 

[James1975NY]

Its not really that crazy that the resalesmart charged 25%. the increased commission is due to low pricing. Very common to have a 30% commission on the secondary market. Just depends on the product and what it would command on resale.

I am very shocked that SVO is offering options for owners to explore if they want to sell their timeshare.