Reviews

This profile includes reviews for Vistana Signature Experiences's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vistana Signature Experiences

  9002 San Marco Ct Orlando, FL 32819-8600

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  Vistana Signature Experiences

  9002 San Marco Court Orlando, FL 32819

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  Vistana Signature Experiences

  15620 N. Clubgate Drive Scottsdale, AZ 85254

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  Vistana Signature Experiences

  1100 W. Grove Parkway #100 Tempe, AZ 85283

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  Vistana Signature Experiences

  PO Box 204491 Dallas, TX 75320-4491

Review Details

• Review fromMarilyn B

  Date: 01/25/2023

  1 star

  Marilyn B

  Date: 01/25/2023

  Horrible company, based on lies, upsells and zero customer service. I wish I never got involved with them. I had a fire, I lost all documentation. Even trying to get that replaced has been impossible. Once you sign on, you don't exist until the maintenance fees come due. Resorts are falling apart, despite constant increase in fees. Ad hoc fees are being billed for something I can't even use with our ******** ********** ******. It's gone downhill ever since the Marriott merger.

  Vistana Signature Experiences

  Date: 02/09/2023

  We are very sorry to receive this negative review from Mrs. *******. Mrs. ******* can request a copy of her original purchase documents through our Owner Services office by calling 877-782-7496. Harborside Resort at Atlantis, and the vast majority of Westin and Sheraton vacation ownership resorts consistently receive high guest satisfaction survey results in the 90's. Owner Services can also assist Mrs. ******* with arranging her next vacation using her ownership interest.

• Review fromW. H.

  Date: 01/23/2023

  1 star

  W. H.

  Date: 01/23/2023

  If I could give a negative number I would. All I want to do is pay my 2023 owner dues on line (which we were not even aware of until we received the bill.) Went on line and received numerous error messages. Called to pay and speak with human being but advised there would be over an hour wait so I put my name on the list and still waiting after 6 hours. They are not open on Saturday and Sundays so have to call during a weekday. Tried to use Chat online and advised it was not available. When finally got somewhere with online, it sent me over to Marriott website and still unable to pay bill, referred to owner services. Again called and received no return phone call. I finally called another Marriott number and was able to speak with someone but she was not able to assist me and transferred me again to owner services. Message received was that they are getting too many calls and then just hung up the phone. All they want is your money and provide absolutely no services what so ever. Never available to assist, try the online as they suggest and still get many errors from website and unable to conclude business. I see through the many negative reviews that we are not the only people having an issue. Something has to be done or this will continue.

  Vistana Signature Experiences

  Date: 02/09/2023

  We apologize for the unusually lengthy hold times on January 23rd. Owner Services hold times have subsided significantly over the past week. If Mr. ***** still needs assistance payment his maintenance fees, he is welcome to call Member Services at 888-786-9537.

  W. H.

  Date: 02/09/2023

  Received the response to our complaint. Needless to say it accomplished nothing. I do not feel my complaint was understood although I feel it was very clear. Why would you tell people to leave their number and expect a return call if you are not going to call them back. We left two different numbers and never heard from anyone. To this date we still have heard nothing. and it has been approx. 480 hours. Member services needs additional people to answer the phones and provide the customer service in which we paid for. The fact is that Marriott bought Starwood resorts and now have double/triple the customers and no one to handle any service issues. I was trying to pay you money for the ridiculous fee you are now charging and could get no where, I can only imagine how it would be if I wanted assistance with a question on reservations. Bottom line, hire more people to answer telephone calls and be available to the paying customer.

• Review fromMAUREEN S.

  Date: 01/07/2023

  1 star

  MAUREEN S.

  Date: 01/07/2023

  I tried to call into the company to talk about some things going on, and why it was no longer feasible for me to continue my ownership. I spoke with Jose, who genuinely could not seem any less interested in what I had to say if he tried. Then he referred me to a department that I had already spoken to! I could not believe my ears. This has been so upsetting to feel as though all this company cares about it money. Maybe it will be different when I reach out again, but I have a feeling it might not

  Vistana Signature Experiences

  Date: 02/09/2023

  We are so sorry to hear that this individual is considering relinquishing their Vistana ownership interest. Owner's are welcome to list their interests for sale on the external market for a price that they deem fair and reasonable. The process is similar to selling a personal residence or condominium.

• Review fromLeroy C

  Date: 01/04/2023

  1 star

  Leroy C

  Date: 01/04/2023

  I have been an owner, and have paid off what I own, yet I am being consistently told that there is no option for me to get out of this agreement with them. It is very frustrating that the only thing I can do is wait until they are ready, because I genuinely do want out of this. I do not understand what the issue is, since they have already gotten all of the money that they can from me. I have been prompt, and loyal. What more do they want?

  Vistana Signature Experiences

  Date: 01/10/2023

  We are very sorry to hear that Mr. ******* is requesting to relinquish ownership of his vacation ownership interest at Harborside at Atlantis. Currently, our organization does not offer any type of a resale or deed back program for Harborside at Atlantis. Just like any other form of real-estate, Mr. ******* is welcome to list his ownership interest for sale on the external market for a price that he deems fair and reasonable.

• Review fromSophia J

  Date: 01/04/2023

  1 star

  Sophia J

  Date: 01/04/2023

  I have been an owner with Vistana for a very very long time. I called to speak to someone about this so called "club dues" they are now trying to implement and was on hold for over 40 minutes without anyone coming to the phone. I hung up and called back later only for the recording to say they were busy and just hung up on me. I really wish I could get out of this piss poor timeshare altogether. My timeshare has been paid off for years and they still want more money as the maintenance fee always goes up and now they want you to pay some club fee which I don't want the services of anyway. Really sick of it!!!

  Vistana Signature Experiences

  Date: 01/10/2023

  We apologize for the lengthy hold times in Owner Services. Annual maintenance fees are currently due and, while we encourage owners to pay on the website, several choose to call into Owner Services versus using the website. This, unfortunately, has contributed to longer than normal hold times. The volume of calls will subside over the next week.
  
  With the launch of the ABOUND program, all owners are charged an annual club due in lieu of prior ownership servicing fees. This is an advantage to the vast majority of our owners as the club dues also include an Interval International account and internal exchange request, as well as the trade to Bonvoy fee, and several other fees that owner services historically charged separate fees for.

• Review fromGail J

  Date: 01/04/2023

  1 star

  Gail J

  Date: 01/04/2023

  Like everyone else we were lied to about ownership, fees, etc. We were told we were buying a "condo" the same size we were renting, LIE! Went on vacation and were asked how we were able to get a 2 bedroom since we "purchased" a 1 bedroom. There's no truth in anything they say and you're not given the time to read the contract you sign. They present a paper, tell you it says one thing and when you get home & read it you realize everything you've been told is lies. PLEASE READ EVERY WORD BEFORE YOU SIGN!! Unless you're wealthy or don't care about your credit you will not buy. How they sleep in peace is beyond comprehension.

  Vistana Signature Experiences

  Date: 01/10/2023

  We are sorry to receive this review from Gail ******. In searching our database of Vistana owners we do not see an owner by this name. All of our sales executives are trained to provide guests with a polite, informative and professional sales preview that highlights the benefits of vacation ownership. Our sales agreements are very clear with respect to all of the most important aspects of the program in order to ensure that there can be no confusion regarding expectations for future vacation stays. In addition, a thorough Quality Assurance Checklist is provided that highlights all of the costs of ownership in order to ensure that purchasers are comfortable. Lastly, all new purchasers are given a 10-day rescission period during which time they are welcome to cancel their purchase for any reason.

  Gail J

  Date: 01/11/2023

  The contract was under my full name Anita ******************* and husband Larry ******. We were never told about a recission period. If your salespeople were honest about what we were "purchasing" we would never have bought anything. Signing the contract is a process of just sign here, it's everything you have been told. You have not reported our payment history but you will if we're late. As we were told VSN would buy it back but now we're told we have to stop making payments, ruining our credit, then you'll do the deed in lieu or pay it in full then you will talk to us about buying it back.

  Vistana Signature Experiences

  Date: 01/11/2023

  The rescission period is fully disclosed in bold, conspicuous font just above the signature line of each sales contract. The organization does not currently offer a direct repurchase program for Mrs. Jordan's ownership type. She is welcome to list her ownership interests for resale on the external market for a price that she finds fair and reasonable.

• Review fromVincent N

  Date: 01/02/2023

  2 stars

  Vincent N

  Date: 01/02/2023

  We were fortunate enough to be gifted an ownership interest several years back; my father in law purchased it on a lark, and as soon as he finished paying off the rather substantial loan, he gave it to us. I will say that the properties, mostly, are nice and well kept - depending on where you stay. We've hit a couple of less than desirable "resorts". My real concern is the lack of places to go where WE would want to go. Not a single coastal North Carolina location. The annual fees continue to climb, and one of the reasons given when we complained - other people being delinquent! Why are WE paying extra because others AREN'T paying? Tried selling our interest back - nope, we don't do that. Tried selling to a 3rd party and they told us our interest has no value, but they'd take it off our hands for free. Not a huge fan of Vistana and feel trapped now, to the tune of almost $1,000 a year for every other year usage.

  Vistana Signature Experiences

  Date: 01/10/2023

  We are very sorry to receive this 1-star review from Mr. *****. Owners do have the ability to exchange their week through Interval International, which is an exchange company that encopasses thousands of resorts throughout the U.S. and around the globe.
  
  Maintenance fees are determined by each resorts Condominium Ownership Association and those funds are primarily used for the general upkeep of the resort, day to day operational expenses and reserve funds for larger planned projects. If Mr. ***** would like to relinquish ownership of his week, he is welcome to sell it for a price that he deems fair and reasonable on the external market.

  Vincent N

  Date: 01/10/2023

  I didn't leave a 1 star review - I was generous and left a 2 star review. I was told specifically, in writing, that part of the reason for such a dramatic jump on "maintenance" fees is related to the number of owners who are delinquent in paying those "maintenance" fees. As for the exchange - again, trying to find a way to use this in a location that WE find desirable (anywhere **********************) - forget it. There was NOTHING available over the past seven months. ********************** deserves a 1 star review too. We paid extra to "bank" thinking we'd be able to use it - no such luck. My review is intended to be valid information for anyone who isn't suckered into a pressure buy - but does their homework before buying. Just a buyer beware message. Think long and hard. If you can afford to be flexible in where you decide to vacation - and don't mind paying more to fly there - maybe it's for you. For us - ********************** is the destination that works for us - but you won't get there using Vistana, or **********************.

  Vistana Signature Experiences

  Date: 01/11/2023

  We apologize for the error in our prior reply regarding the number of stars for this particular review. There is a bad debt expense line item on most Associations maintenance fee budget. This makes up a small portion of the maintenance fee overall but is does stem from those owners who failed to meet their obligations to the association. The management company does attempt to rent out an owner's allocation of vacation time if they do not pay their maintenance fees; unfortunately, there are instances where the owners villa may sit vacant leaving the Association without funds which are necessary to operate the resort. While our organization does not manage any resorts in North Carolina there are several resorts close by in Myrtle Beach, South Carolina and Hilton Head Island, South Carolina.

  Vincent N

  Date: 01/12/2023

  I would typically not continue submitting comments in this manner; however, in this instance I am compelled. Our "maintenance" fees jumped TWENTY-FIVE percent this year. Here is a direct quote from the response I received from my initial inquiry: "Being a condominium, all Owners share the responsibility for ensuring that the Association meets its financial obligations. As the economy improves and delinquencies eventually decline, allowances will be re-evaluated for a potential reduction; however, for now, we must all share in ensuring expenses are fully paid and uncollected accounts provisioned." Twenty-five percent is a rather massive increase to pass on to owners who diligently pay their fees like clockwork. Perhaps the "Association" should better manage their expenses. I'm fully aware of the resorts that are close to North Carolina, we've been owners for years and years. One might think that with the addition of Marriott and Westin - there would be at least ONE location in coastal North Carolina; but nope.

• Review fromLatoya W

  Date: 12/20/2022

  1 star
  We want to part ways with this establishment ONCE and for all! Watch your back everyone!! We have not been able to utilize the timeshare due to them not properly telling us how the "points system " works. It is always a catch! We don't have the income to even go on vacation after paying maintenance fees and monthly fees. We also just expanded our family and have to make a choice sometimes between food and paying for the monthly fees and once it gets to that point, it's best to just cut these leeches out once and for all. We feel as if our time has been wasted with false promises. The worst one is they tell you to get out of this but then NO ONE responds to your attempt. Steer clear from these predators. Latoya W

• Review fromKristine B

  Date: 12/08/2022

  1 star
  Vistana, Sheraton, Marriott Vacations - if you get on one of their timeshare presentations, you better watch your back. Their sales representatives are fully engaged in fraudulent behavior. We rented a condo from a private party at Sheraton Vistana Village several years ago. Obviously, there is no way that a "mandatory presentation" was even a thing. It was the on-property employees' manipulation at work. In the years since, it has become more and more evident how our young family was targeted and now victimized by this predatory company. Vistana employees, broke both ethical and legal boundaries by telling us we were investing in real estate, and that we would be able to earn income through renting out our property. We were never told about the hidden fees associated with our contract. We were never provided with our public offering statement, our legal right to rescission, and our total interest percentage. They actively engaged in defrauding their own company by further manipulating financial information utilized in the contract, by modifying our household income (we stated it was $60K, they put $125K). Then they took this inflated, made-up number and used it to apply for a credit card without our knowledge or consent. They told us this was real estate, it is not! They told us if we ever needed to sell, they would buy it back, another lie. They said we would get a lifetime of discounted Disney tickets. Implying we would be bad parents, if we withheld this opportunity from our children. There is zero question our family's collective lives have been diminished financially and emotionally by engaging with this company in any capacity. Stay away from them!

• Review fromKevin M

  Date: 12/01/2022

  1 star
  We are reaching out for assistance and to complain about Vistana Sheraton Resorts. We purchased the timeshare in 2010. In 2016, we switched to points because the salesman told us we would have a higher level and better availability. We have sent Vistana Sheraton 3 or 4 letters since January 2020 requesting a cancellation, and we have received NO response from Vistana Sheraton. There were no improvements in our timeshare, but the fees increased. This upgrade only benefited the timeshare. We have been duped and scammed by Vistana Sheraton without realizing it. We are retired and living on a fixed income. We are Christian Believers, and we prefer to handle this by following our beliefs. We believe that Vistana Sheraton should respect our wishes and beliefs and allow this account to be canceled. We believe that Vistana Sheraton is only out to make money and does not care for its owners. Again, we want this timeshare canceled and the loan debt canceled. We want a refund of the money we have paid Vistana Sheraton.