We recently stayed at the The Westin Lagunamar Ocean Resort in Cancun…

This resort is less than 2 years old and it seems to still be in a shakedown mode…

Here were some of the problems…

-There is a need for more huts on the beach so one can be out of the sun..

-Both wired and wireless Wi-Fi was spotty at times, and wireless was a big problem in villa.

-The pool temperature needs to be hotter (it was chilly with few guests in the pool). Before our arrival we called 2 times and were told the pool was heated ( reviews on tripadvisor.com and tugbbs.com have pointed out the water seems not to be heated much)

-The water leak on to bathroom floor from shower has not been corrected. it is a very dangerous situation.

-The hot water was a problem every day for the shower-/sometimes hot sometimes cold-called front desk they said to run sink hot water at same time-it only worked to make it hot 1/2 of the time

-A number of times the operator took 20-30 rings to answer phone.

-When we entered room dishwasher had dishes and silverware in it.

-The breakfast buffet is a bit overpriced at 280 pesos for the selection of food that is being offered.

-The first 2 days the elevator closest to our room was down- no sign on it to tell you that it’s not working.

We wrote to the hotel to complain and they didn’t please us with their reply which was next time you come -”let us know whenever you have you reservation made so that we can take special care of your room assignment, cleaning and welcome amenity at your arrival”

When you stay at a resort for  8 days/7 nights you expect a better answer than that. Perhaps a refund of monies spent at resort or a complementary stay.

The resort is beautiful but problems like the above take away from the enjoyment of a vacation.

This property is part of Starwood Vacation Ownership (timeshare)but can be booked by anyone thru Westin or if you have a timeshare with Interval International.

added-

comment on this post on timeshareforums.com by GrayFal

“These are the SAME complaints owners have been making since day ONE.

Starwood – put a pool heater in, will ya!

Someone is going to kill themselves falling in the bathroom on those wet floors (at least they will die in a beautful but wet bathroom)

POOL Heater…..it is a no brainer – and you might want to heat the jacuzzi/whirlpool tubs as well.”

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from TUG (Timeshare Owners Group member George M.) tugbbs.com…

The way I see it, owners have three choices…

1. Sell your Starwood units and wipe your hands free of what I think is right now the worst timeshare developer in the country…

2. Do nothing as use the new system to their advantage as best they can. Owners could also use RCI and or rent the unit instead of using II…

3. Continue to fight,writing letters,sending emails, putting up websites and complaining every way possible…

Now – The details of my phone call with Starwood this past Friday…

Starwood is sticking to the belief that they have the right to control owner reservations that are given to II(Interval International)…

They refer to the Floating Use Plan Rules and Regulations as allowing them to do this. I have asked for a copy of this document and was told they will provide it.

Starwood refers to many owners making exchanges under the new system. Many owners may not be getting the same exchanges as in the past but are making exchanges…

There is supposed to be a 30 day preference period in Interval when trading back into your home resort or another SVO(Starwood Vacation Ownership) resort. Another words, for the first 30 days after a Starwood unit is deposited with II, it is only available to other Starwood owners. I explained that many owners are seeing different results and Starwood says they will look into it.

Starwood also thinks that the lack of a true request first really isnt an issue. A good way around this is to plan your requests a year in advance or more. For example, in January 2010, use your 2011 weeks to make a request for 2010.

Then if you dont get the exchange at the point in 2010 when you are one year from the most desirable weeks at your resort in 2011,you are free to cancel your exchange request and make a home resort reservation.

Currently Starwood is working on possibly splitting maintenance fees into more than one payment at some or all resorts to make it easier for owners to afford the fees.

They are also going to implement a rule in which exchange confirmations cannot be made until maintenance fees are paid. Owners will be able to make instant online exchanges and put in requests without advance payments but in order for an exchange to be confirmed, owners will need to pay the fees. For example, when you make an online exchange using II (Interval International), your exchange will be pending until your home resort usage is confirmed. If your fees arent paid your exchange will not be confirmed.

Please let me know your thoughts on this.

George

Pointswizard.com Spin: If you’d like to join the fight against Starwood email   Gcmarine@aol.com

update 1 Nov 4, 2009

original article  Sept. 21, 2009

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Starwood has not had any movement off their position on the issues involved with Starwood Ownership Resorts(SVO)…

No email or letter to owners telling them what going on(what are they afraid of ?) even though it’s a few months now…

Below is a link to a post on TUG (Timeshare Users Group) about “Starwood Timeshare units now selling for nothing “…

We again have to ask why is Starwood’s great reputation as a hotel company is being soiled by another division and does Starwood Corporate have any knowledge of what’s going on?…

If you are interested in joining the protest group email    gcmarine@aol.com

Pointswizard.com Spin: Click here for “Starwood Timeshare units now selling for nothing”

Original post on Starwood Screws Timeshare owners from Sept. 21st.

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Does Starwood Corporate in White Plains NY know what’s going on?…

A battle between their  Starwood Vacation Network (SVN)(Westin and Sheraton Timeshares) and owners is brewing…

I’m one of these owners and have tried to get a written statement from SVN Cusomer Service head but to no avail…

She only wants to talk on the phone – I wonder why? (no notice has gone out about the change either)…

It’s a shame that Starwood’s great reputation as a hotel company is being soiled by another division… (see details below)…

If your interested in joining the complaints please send an email  to   Gcmarine@aol.com
——
From my my email (still waiting for a answer) sent to Starwood Vacation Network’s Customer Service manager
Dear Ms. _ _ _ _ _ ,

Two times last week I wasted 45 minutes of my time talking to  ”Specialists” in customer service who went over the new rules and why its better.
I have no desire to do this again. The new rules are not better.

I had specific questions in my original email that I would like answers to- not a conversation about how wonderful these changes are. They are not.

Here are the questions that need answers by email-

1- Why are my ownership rights being superseded by new rules? Who gave Starwood the right to change things that are in a contract?

2-How is this better when under the new plan I can’t have my deeded week 20 get a platinum March week but will now get gold plus trade power?

3-Why don’t my future years deposits show so I can search with them?

4-How is this better with no request first?

5-How is it better - no holding a reservation to put in a search?

6-You are rewriting an existing contract aren’t you? making  owners choice floating weeks 1-52 into a joke.

7-Does Starwood Corporate in White Plains NY know what’s going on?

8-also what happened to the 3 day preference in Interval.?????
I follow SVN resorts 1-2 times a day and compare it to my non SVN and both see the same things with few exceptions. many others on TUG and TS4MS do the same and have come to the same conclusion-Starwood doesn’t seem to be using the 3 day preference in the last 3-4 weeks. (you may not see these sightings unless you qualify – they are not available to everyone)

I’ve already had 4 (now 11) emails from my readers of pointswizard.com asking if I knew about the problem.

Besides my interest in this as a publisher of a travel blog -I am an owner whose has been affected by these new policies which take away the rights of the 1-52 weeks owners.

It seems to me that the only answer is to put everything back to the way it was – the sooner the better
————–
The problems are spelled out in this post from Timeshare Users Group (TUGBBS.com) member GMarine,
“Join complaints against Starwood

I’ve gotten a ton of emails from people unhappy with the Starwood changes that have been made. For those who havent followed the threads, basically Starwood has decided that they have the right to tell non-SVN owners what week at their resort that they can deposit with Interval. Non-SVN owners have deeded property rights. Once we make a reservation, we are free to do as we wish with that week. Starwood doesnt get to control our deeded weeks.

I’ve spoken to Starwood multiple times by phone and it seems Starwood management believes they have the right to do this since it only affects deposits with II.

Imagine Starwood telling you that you cant rent week 52, but instead they will give you week 50. Its essentially the same thing. If you make a reservation and then deposit that week with II you are giving the usage of that week to II. Starwood has no right to interfere. Allow them to do this with no fight and who knows whar could be next.

That being said, I think its time to move on and up. Myself and some other Tuggers I have spoken with are going to start gathering Starwood owners for the purpose of fighting this.

Among the actions are going to be complaints to the Real Estate Commissions and Attorney General’s of any state where an affected resort is located. One TUG member is going to post on his travel blog. I’m also going to contact law firms that have previously handled timeshare cases to look into a lawsuit against Starwood.
Details of Starwood screwing owners will be put up on every and any timeshare/travel message board that we can find.
Complaints to Interval will be sent as well.

At the very least we are going to get it out there that Starwood isnt owner friendly.

If your interested in joining the complaints please send me an email ”   Gcmarine@aol.com

———

Poll from TUG(Timeshare OwnersGroup)

Poll Results: How would you rate Starwood’s timeshare management?
Starwood has the best management team in the business, & they have my complete confidence.     0%
Starwood is doing the best they can in a bad economy, & is committed to the best interest of owners.   6.58%
Starwood’s management team is average – no better or worse than anyone else.       30.26%
Starwood has not treated timeshare owners ethically, and they’ve lost my trust.       50.00%
I wish we could fire Starwood management TODAY!      13.16%

Pointswizard.com Spin: Click here for one of many posts about Starwood Screws Timeshare Owners!

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Some of Starwood brands are Sheraton, W Hotels, aloft hotels, The Luxury Collection, Le Méridien, Westin Hotels & Resorts, St. Regis Hotels & Resorts

16 miles and 21 minutes from Starwood Hotels main office is a Sheraton that is an embarrassment to the name in Stamford Ct.

-Understaffed at the front desk

-Our room had a cracked sink and chipped bathtub

-A new parking lot gate that’s nothing but trouble.

They just installed a gate on the parking lot and raised daily guest charge from $6 to $10 a day. When things didn’t work properly they never offered a refund until the guests asked.

So understaffed that one front desk person is checking in guests, fielding calls from guests, outside phone lines and people who can’t get in or out of the garage.

What a mess especially if after checking in and it’s the 3rd time in 10 minutes you had a problem getting into the garage because the electronic key doesn’t work

And waiting 10 minutes as 4 cars ahead of you have problems getting out of the parking lot as your trying to leave to be on time for your appointment

The front desk person said the hotel is run by Host Hotels & Resorts.
So whose to blame Host or Starwood?

Pointswizard.com Spin: We won’t stay there again unless there are some changes made.

Did we mention this is a Sheraton with no store to buy things?