Business Profile
Vacation Timeshare
Vistana Signature ExperiencesThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Vacation Timeshare.
Reviews
This profile includes reviews for Vistana Signature Experiences's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.06/5 stars
Average of 127 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromLeigh L.
Date: 04/07/2024
1 starLeigh L.
Date: 04/07/2024
This company is a money ****. I have reached out many times via email and chat with questions. I have tried to switch my points over to the new company that has taken over and they have denied the transfer, yet they bill me for the new company's Club Dues. I have had this timeshare since 2010 and I have not been able to make a single solitary reservation. It is paid off and they won't offer an option to resell it - "just give it back and you won't have fees any more" and lose 10 years of payments isn't the answer.DO NOT BUY FROM THESE PEOPLE.Vistana Signature Experiences
Date: 04/11/2024
We apologize for the challenges you have experienced with your ownership. In order for us to review your concerns further, please contact Customer Advocacy at ************.Vistana Signature Experiences
Date: 04/11/2024
We apologize for the challenges you have experienced with your ownership. In order for us to review your concerns further, please contact Customer Advocacy at ************.Review fromJohn P
Date: 04/01/2024
3 starsJohn P
Date: 04/01/2024
I am a retired Air Force Airman 2nd Class and expect a higher level of respect from Vistana. We feel betrayed, taken advantage of and disrespected. We were coerced into attending a presentation with Vistana Signature Experiences under the pretense that it was an investment opportunity with the potential for increased value or resale. We were assured that renting or reselling the timeshare would be a feasible and lucrative option for us. Additionally, we were falsely led to believe that this was a limited-time offer, pressuring us to make a rushed decision. We were not provided with essential information such as the interest rate for the loan and a copy of the contract that details the rules and fees or the Truth in Lending documentation, which further highlights the lack of transparency and fair business practices.We attended a 4-hour long presentation, I was told I had to take the offer that day or else the price would change the next day. We were not told that the maintenance fees would go up, nor were we told that it would never end. We have always had trouble booking a room, as theres nothing ever available. They misrepresented the ease and availability of reservations and quality of units. They sold us the product as though it was a type of investment that could build value and did not disclose the long-term impact on heirs. Also, they failed to disclose the additional fees required to utilize the membership and mentioned to us that the resorts are for the private use of the owners but are rented for pennies on the dollar to non-owners. My wife and I were 75 and 84 years old and both are retired, and it is evident that their staff coerced us because of our age.Vistana Signature Experiences
Date: 04/11/2024
Thank you for sharing your experience, and I'm truly sorry to hear about your disappointment and frustration with Vistana. The issues you've raised regarding transparency, misrepresentation, and pressure tactics are concerning and not reflective of the level of respect and integrity we aim to uphold. Your feedback is invaluable, and I assure you that we take it seriously. We are committed to addressing these concerns internally and improving our practices to ensure that all our guests receive fair and transparent treatment. If there's anything specific you'd like us to address or assist you with, please don't hesitate to reach out. Your satisfaction and trust are important to us.Review fromWilliam C
Date: 03/07/2024
1 starWilliam C
Date: 03/07/2024
I have been a Vistana time share member for close to 10 years .. when it was BonVoy the customer service was good and booking *********************** and getting solutions was relatively easy..The customer service at ********************** now is absolutely sub-standard.. Ive been trying for close to 6 months to have several family members on my account as authorized designees.. *** even asked for supervisors who assured me that it would be done.. once again Ive been on the phone after 2 calls for over 15 minutes and nothing has been done..Vistana Signature Experiences
Date: 03/25/2024
We apologize for the inconvenience you've experienced regarding adding authorized designees to your account. Closing requires coordination of many factors, sometimes outside our control. We encourage you to reach out to our Customer Advocacy team at ************ for further assistance. Your feedback is valuable, and we're committed to improving our service.Review fromPatsy S
Date: 02/28/2024
1 starPatsy S
Date: 02/28/2024
Vistana's handling of my situation is unacceptable. Trapped in a $20,000 loan with no relief. Their solution? Unreachable. Paying off the sum isn't a solution. I am disabled and have never used my timeshare! Vistana neglects customers. We demand fairness and support.Vistana Signature Experiences
Date: 03/25/2024
We apologize for the situation you're experiencing and understand your frustration. Once we've passed the rescission period for legally binding real estate transactions, cancellation becomes challenging. If you're unable to make payments, options include allowing the account to go into foreclosure or selling your ownership externally. We regret any inconvenience and remain committed to providing support and fairness to all our customers.Vistana Signature Experiences
Date: 03/25/2024
We apologize for the situation you're experiencing and understand your frustration. Once we've passed the rescission period for legally binding real estate transactions, cancellation becomes challenging. If you're unable to make payments, options include allowing the account to go into foreclosure or selling your ownership externally. We regret any inconvenience and remain committed to providing support and fairness to all our customers.Review fromJoAnn R
Date: 02/22/2024
1 starJoAnn R
Date: 02/22/2024
We are unable to use our timeshares due to a disability. We are unable to travel. I sent a letter to Vistana certified to discuss our options over 2 months ago. I received my confirmation that it was received. They have yet to contact us.Vistana Signature Experiences
Date: 02/26/2024
I'm sorry to hear that you can no longer use your ownership. If you would like to look into exit options, please contact our Exit Services department at ************.Review fromVeronica C
Date: 02/19/2024
1 starWe cannot be alone here; as owners of a Sheraton Flex timeshare, we are extremely dissatisfied and frustrated with Sheraton and Marriott for their deceptive and misleading practices. We are a hardworking family and must sweat for every dollar we earn, and it is truly disheartening to have been swindled out of $6700 by ********. We were manipulated and lied to by an unscrupulous salesperson who emphasized the merger with Marriott would allow Sheraton Vacation Club members access to a wider range of properties. We were also assured that if we no longer wanted the timeshare, we could easily sell it back. These promises were nothing but lies. Realizing we had made a mistake, we reached out to the sales office, expressing our second thoughts and desire to rescind the contract. However, we were met with further deception when we were told to try out the timeshare and that if we didn't like it, Sheraton Vacation Club would buy it back. We reluctantly decided to give it a chance, only to discover that the reality was far from what was presented to us and it was just a ruse to get us outside of the rescission period so we were locked in. To further complicate our problems, when we tried to book a stay through the app, the times/dates we desired were mysteriously unavailable. However, we discovered that the same rooms were readily available on third-party travel sites such as Expedia and Kayak if we were willing to pay out of pocket. We feel utterly deceived and misled throughout this entire process. The package we purchased does not provide enough points to go anywhere. There is no desire or intention on the part of Sheraton Vacation Club to allow owners to relinquish their ownership.Review fromTheresa S
Date: 02/14/2024
1 starTheresa S
Date: 02/14/2024
We have had a pretty awful experience with this company and wouldn't recommend it for vacation. We have paid off our loan and we are still getting hit with outrageously expensive maintenance fees. I truly hope someone from Capital sees this as I am trying to locate an email address I can use to get in touch with them. The website is ***************** and doesn't have a lot of contact information. Ultimately, if you are reading this trying to decide whether or not to get involved with Capital Vacations, I don't recommend it. I tell the same to friends and family.Vistana Signature Experiences
Date: 03/06/2024
We apologize for any frustrations you may have experienced. Please note that your maintenance fees are neither decided nor collected by the developer, Vistana Signature Experience. Instead, these fees are determined and collected by the owner's associations of each resort. Owners have the opportunity to attend the annual board meetings where maintenance fees are agreed upon. We strongly encourage our owners to participate in these meetings to gain a better understanding of how maintenance fees are allocated.Review fromSabrina W
Date: 01/31/2024
1 starSabrina W
Date: 01/31/2024
NO STARS FOR ME!!!!!!!!!!!! I SEEKING LEGAL ADVICE !!!!!!!!!!I've made several attempts to SOLVE MY ISSUES and ********************* tells lie after lie.They deeded my property back to Vistana after I paid it off. I want to understand how this happen without notice.Marriott Vacations Worldwide ********************* ************************************* ServicesVistana Signature Experiences
Date: 03/06/2024
We apologize about the challenges you're having with your ownership. In order for us to review your concerns in detail, please contact our **************************** at **************************Review fromChris V
Date: 01/25/2024
1 starChris V
Date: 01/25/2024
I have been trying to pay my **** ********** fee bill for 2 days. I keep getting directed to www.vistana.com/dashboard. When I go there to pay my bill I get a message " oops something went wrong" then a chat box comes up and asks if it can help. I typed in representative. Then it came back and said no one is available. I have called every phone number I can find for Vistana to try to pay over the phone. I get transferred , sit on hold for a while then the line disconnects. I called my home resort and was told they can't take payments. I can't find a place to report the issue with the website payment option and don't want to be penalized for a late payment when I can't get thru. This is unacceptable. You should be able to get thru to someone and the chat should have someone call you back not just stop you when no one is available.Vistana Signature Experiences
Date: 02/26/2024
We apologize about the challenges you're having with making your payment, please contact our financial services department at ************ (Option 2) and we can assist you with making this payment.Review fromJanice W
Date: 01/17/2024
1 starJanice W
Date: 01/17/2024
My experience with Vistana starts with the sales rep named ************************** April 2023, I received an invitation letter from Sheraton Promotions to enjoy a 5 day 4 night vacation at Sheraton Vistana Villages in a 2 bedroom suite for 8 in ******* ******* for about 500 with a reservation amount of $199. This was an offer without viewing a presentation of a timeshare. I was pleased with this offer because I did not want a timeshare. I booked a vacation week July *****, 2023 and paid the balance of $300 for the vacation for me, my daughter and her family.On July 24, my daughter arrived in ******* at about 10:00 am. Since I would not arrive until 4:00 pm I asked the agent at vacation agent if my daughter could check in the room before I arrived. They said she could if I would view a 90 minute presentation of a timeshare. I would also get a $225 **** Gift Card. I said yes. I would get ****** points which included ****** more points over my yearly number of ****** points. Also, I was told I could schedule my vacations costing approx ******* for a week after September 25. 60 days after my purchase. When I tried to do this I was given the run around by ***********. He gave me his cell number to call him, but now he says I will have to set up an account and have a number. He said he would check on this and call me back. He has not called back and now he will not answer my calls or call me back. I inquired how I could cancel this timeshare. Now he is acting dumb and doesn't know. He told me how to make money off of timeshare to pay my maintenance fee. I cannot use this Timeshare until 225 or pay 6 monthly payments $242.I was misled completely by ***** and now he ignores my calls. Vistana refuses to acknowledge their part in this wrong doing when all I want is to be released from their grip.*********************************Vistana Signature Experiences
Date: 01/25/2024
Thank you for taking the time to share your experience with Vistana, and I sincerely apologize for any inconvenience you've encountered. Your feedback is important to us, and we want to ensure that your concerns are addressed promptly. To better assist you and investigate your situation, I kindly ask you to reach out to our Customer Advocacy team at ************.
Vistana Signature Experiences is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.