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

• 

  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 fromTaylor N

  Date: 09/23/2023

  1 star

  Taylor N

  Date: 09/23/2023

  There liars and scammers I haven’t even owned for 2 years. They lied about there maintenance fees and now there 1800 a year.

  Vistana Signature Experiences

  Date: 10/20/2023

  I'm truly sorry to hear about the concerns you're facing with your ownership. It's essential for you to know that all the details about your ownership, including maintenance fee costs, are provided in the purchase documents that you received when you became an owner. If you have any concerns or doubts regarding your ownership, I strongly recommend that you review the original purchase documents. These documents should contain comprehensive information about your ownership, so you can have clarity on the terms and costs involved. Misunderstandings can be frustrating, and we understand your frustration. We genuinely value your ownership and want to ensure that you have a clear understanding of your investment. Please take the time to review the purchase documents, and if you have any further questions or require clarification, do not hesitate to reach out. We're here to help address your concerns and provide you with the information you need.

• Review fromJames H

  Date: 09/17/2023

  1 star

  James H

  Date: 09/17/2023

  We had to cancel our Oct 2023 reservation due to the limitations at Westin Kaanapali North and the use of the hotel to house employees (which is the right thing to do) impacted by the fire. In addition, we cannot talk to anyone at the hotel. We cannot transfer the points to 2024 as they are now restricted, yet unrestricted points can be transferred through Oct 2023. There are no available properties in Hawaii or Mexico through the end of the year via Vistana.
  
  Now, I will have to forfeit my points for 2023. My frustration is with Vistana's response: fall back on your insurance (no insurance was offered when we booked our reservation at Vistana), your points are restricted and cannot be transferred to 2024; sorry, there are no available properties for the rest of the year. We've owned 2 timeshares for over 15 years. Please don't waste your time buying a timeshare from Westin or Vistana; it's a 100% money grab now that they have merged with Marriot. They will charge your annual maintenance fees, taking your money, but won't do the right thing to allow Westin Kaanapali owners who have also been impacted by the fire to at least transfer points to 2024.
  
  In addition, they've been escalating fees year after year.
  
  @ Vistana Signature Experiences Response, don't waste your time providing a " sorry we can't do anything response and falling back on your policies. Just like the Westin Kaanapali taking care of its employees, look at the damage you are doing to your reputation, not taking care of your customers who have been impacted and asked not to travel by the hotel.
  
  Do the right thing.

  Vistana Signature Experiences

  Date: 10/20/2023

  I want to express our understanding that the recent disasters in Maui have had a significant impact on many of our owners, and we sympathize with your situation. However, it's essential for us to maintain consistency with our program rules to ensure fairness for all our owners. In cases like this, it's highly recommended for owners to consider purchasing travel insurance or utilizing any personal travel insurance options provided by credit cards. These insurance options can be instrumental in such circumstances. Specifically, if the resort was closed during the period of your reservation, you would have been eligible to file a claim and receive compensation from the insurance company. If, for any reason, you did not have travel insurance in place, we would need to adhere to our standard cancellation policy. In such cases, if a reservation is canceled within 60 days of the scheduled arrival date, the points would typically need to be placed on hold.

• Review fromRhonda K

  Date: 09/15/2023

  1 star
  Vistana salesmen are very misleading. We were under the understanding we would be able to use
  the timeshare whenever we wanted. This is not the case.
  When we are staying at the timeshare we are pressured into attending presentations.
  This is our vacation. We already own. Leave us alone.
  Maintenance fees continue to go up. We want to just give the timeshare back, please work with us on this.

• Review fromChris M

  Date: 09/07/2023

  1 star

  Chris M

  Date: 09/07/2023

  I am very frustrated with Vistana customer service. We have been happy members for years, but the Maui fire and lack of support to handle the customers who booked there, has made me very unhappy. I have called daily and waited hours, either for them to pick up or at least 2 days not to ever call back. We have 83,000 points to use this year and will be lost if we can't speak to anyone soon. We have an additional 81,000 points for next year that we booked prior to the fires for Maui and will also lose because we can't either find another place nor reach a customer service agent.
  It seems to me that Vistana/Marriott, that requires us to transfer points from one company to the other by 9/30 could be more flexible and find some additional options for its many customers. So much for the merger!

  Vistana Signature Experiences

  Date: 09/13/2023

  Hello, Chris. I want to extend my heartfelt apologies for the frustrations you've experienced in light of the need to cancel your reservation due to the fires in Maui. We understand how disruptive this situation has been, and we deeply regret any inconvenience it has caused. It's important to emphasize that the fires in Maui were not something anyone could anticipate, and we are doing our utmost to assist our owners during this challenging time. We acknowledge that our call volume has been exceptionally high, and we appreciate your patience as we work diligently to address the needs of all our owners. I'm pleased to inform you that while the Maui resort was not damaged by the fires, we are anticipating reopening it very soon. This will not only lower the call volume but also allow us to process your election request more efficiently. Regarding travel insurance, we do offer it through Vistana, and it can be invaluable in situations like these. For those who have purchased travel insurance, it provides an option to open a claim with the insurance provider, offering a level of protection and support. For owners who did not purchase travel insurance, we must adhere to our cancellation guidelines due to our status as an ownership resort. In such cases, your StarOptions will be returned to your account with the same expiration date and 60-day booking window. Additionally, for owners with deeded weeks, we are offering an Interval International certificate that is valid through December 2024. I understand your frustration with the customer service experience you've encountered, and I want to assure you that your feedback is taken seriously.

• Review fromD. F.

  Date: 08/29/2023

  1 star

  D. F.

  Date: 08/29/2023

  I just tried to cancel a reservation during the time the governor has said visitors cannot come to the resort, and Vistana is making no accommodations on waiving any cancellation fee or restrictions. Terrible customer service, I would avoid them going forward. Shame on them and Marriot.

  Vistana Signature Experiences

  Date: 09/13/2023

  Hello, Mr. ******. I want to extend my sincerest apologies for the necessity of canceling your reservation due to the devastating fires in Maui. We understand the impact this has on your travel plans, and we deeply regret any inconvenience it has caused. In situations like these, we always recommend that our owners consider purchasing travel insurance, which is offered by Vistana. Travel insurance can provide coverage and assistance in unforeseen circumstances, such as the recent fires in Maui. If you have purchased travel insurance, I encourage you to open a claim with the travel insurance company to explore available options. However, I understand your frustration if travel insurance was not purchased, and you're facing cancellation fees. As an ownership resort, we are legally bound to adhere to our cancellation policy. This policy is in place to ensure a fair and consistent approach for all owners, as changes to the policy could disrupt inventories for all owners.

  D. F.

  Date: 09/14/2023

  I think you are missing the point that we did not voluntarily decide to cancel. If we had, then I 100% agree that the cancellation policy should be in effect, but when we did not voluntarily cancel, but are instead told we cannot go to the property, that is an entirely different matter that deserves a different policy. Your failure to note and address the difference in circumstance is why you will continue to get a bad rating.

• Review fromLorne L

  Date: 08/28/2023

  1 star

  Lorne L

  Date: 08/28/2023

  We are writing to express our concerns about Vistana. We have not used the timeshare and still pay the increase in maintenance fees. Communication is horrible. This is the worst ponzi scheme. My calls were neither answered nor returned. I also phoned the Orlando resort directly, I was transferred to voicemails--no calls were returned. Now what?? We received a sales call in September 2022, so I am explaining my situation to the lady who called. She had no answer. We are concerned about this lack of response and wonder what to do next. We'd advise any consumer out there to steer clear of the money pit known as the timeshare industry.

  Vistana Signature Experiences

  Date: 08/30/2023

  Hello, Lome. We're truly sorry for the challenges you've faced with Vistana. Your situation is important to us, and we apologize for any frustration caused by the lack of communication and service you've experienced. To address your concerns, please contact our Customer Advocacy team at 800-860-9384. They're ready to assist you and work towards a resolution.

• Review fromMark F

  Date: 08/25/2023

  1 star

  Mark F

  Date: 08/25/2023

  DO NOT waste your time with Vistana. We've been owners since 2006 and succumbed to a merger over the years that have not created the additional benefits we were told by the sales staff. They also managed to convince us to upgrade our biannual usage to annual in 2016, and said we'd have access to many more properties doe to the merger, but this was not true...we've taken 2 whole vacations in 17 years. The only benefit the merger created was to utilize their Star Points Earner Card, but it's hardly worth the money we've spent. Now we've paid more than $18,000 for this along with miscellaneous additional fees and we still cannot use it. Vistana is deceptive as they'll tell you anything you want to hear for a sale, but not the whole truth.

  Vistana Signature Experiences

  Date: 08/30/2023

  Mr. *******, First and foremost, I want to clarify that a merger between Marriott Vacation Club and Vistana occurred in 2018. With the launch of the new Abound program in 2022, Vistana owners gained access to over 100 resorts within the MVW umbrella. I understand your concerns about the costs you've incurred and the limited usage you've experienced. Your feedback is invaluable to us, and we take your comments seriously. We continuously work to improve our services and offerings to provide a better experience for our owners.

• Review fromMarty S

  Date: 08/22/2023

  1 star

  Marty S

  Date: 08/22/2023

  We have a September 2023 reservation at Westin Kaanapili North on Maui. We are concerned about the fires and how that will affect our reservation. Called customer service 3 times and waited an hour on each call with no response. Sent them an email and got a boilerplate response saying that due to high volume of inquiries they were unable to respond. Called the resort repeatedly and got line busy. Called the agent from whom we bought the timeshare and was told to contact customer service (tried that repeatedly - no success). Tried canceling online to see if they had removed cancelation restrictions due to the fires - they had not. The Governor of Hawaii is asking folks to stay away from west Maui until Oct 17 and Westin Vistana is totally unresponsive to the impact this is having on their customers. They don't deserve one star.
  
  To be clear, I am convinced that this problem lies squarely on Marriott who purchased the Westin timeshares. Can't imagine the would have happened prior to Marriott. No wonder timeshare has such a bad reputation. You'd think property owners would receive better treatment that renters. If anything it is worse. If you are thinking about Marriott timeshare - please reconsider.

  Vistana Signature Experiences

  Date: 08/30/2023

  Mr. ********, I sincerely apologize for the challenges you've faced in relation to your upcoming reservation at Westin Kaanapali North on Maui. Regarding your reservation, if you have received communication that your reservation was canceled, and you purchased travel insurance. I recommend opening a claim with your insurance company to explore possible reimbursement options. If you didn't opt for travel insurance, your options will be returned to the hold status with the original expiration date.

• Review fromSusan B

  Date: 08/21/2023

  1 star

  Susan B

  Date: 08/21/2023

  Vistana isn’t a good company. Cancelled our reservation on Maui due to the fire. Our arrival date was to be September 2. Their hub, where you get updates, shows the resort has nothing open (this includes restaurants, beach services, pools, markets etc) . But our options were restricted. We booked expecting a fully functioning resort. Even road access is limited to KOR resort. Tried calling them but get the fast busy signal that indicates no service.
  
  With the amount of people booking there is no way you can ever use your restricted star options.
  
  Greed pure greed. Other reputable businesses waived the cancellation policy but not good ole Vistana.
  
  Stay away from Vistana!!!!!

  Vistana Signature Experiences

  Date: 08/30/2023

  Ms. *****, I want to extend our sincerest apologies for the unfortunate situation that prevented you from enjoying your vacation in Maui due to the fires. We understand the frustration this has caused and deeply regret any inconvenience you've experienced. Regarding your reservation, if you had purchased travel insurance, I recommend opening a claim with your insurance company to explore possible reimbursement options. If you didn't opt for travel insurance, your options will be returned to the 60-day hold status with the original expiration date. I understand your concerns about the hold status and the inability to extend it. Regrettably, making such adjustments would impact inventory availability for all owners. We strive to balance the needs of all our owners while maintaining fairness across the board.

• Review fromC. N.

  Date: 08/18/2023

  1 star

  C. N.

  Date: 08/18/2023

  We had never intended to buy a timeshare. We never knew what was to follow as we were new to the whole 'high-pressure' machine, that is, timeshare sales. While at our resort, we were directed to meet with a representative, without any specific reason. At this 'presentation,' we were given a rundown of how wonderful timeshare ownership was and how lasting memories would be created with our family. We were told how this timeshare could stay with our family forever. We were told of how we could exchange our week to stay in any of their other resorts, any time we wanted. We declined multiple times, but the saleswoman kept pressing us. I believe she had her 'manager' take over for a moment to offer a biennial timeshare. They made us feel trapped, and our anxiety was pretty high. We just wanted out of there. The rep tried to tell us that purchasing would be cheaper than going on a regular vacation. They also told us our investment would increase in value over time. We finally relented and signed up so they would let us go. What we weren't told was that the annual fee would go up each year to the point where now we are paying double what we did in the beginning. We also weren't told that the payment would be every year. We also weren't told that our posterity would be stuck paying these fees. The whole meeting was drawn out much longer than we were told. We completely regret getting involved with this company, and all we want to do is close our account with them. We have tried reaching out, but they won’t respond to us.
  
  

  Vistana Signature Experiences

  Date: 08/30/2023

  Cory *******, I want to personally address the concerns you've shared regarding your recent timeshare purchase with Vistana. Your feedback is invaluable to us, and I'm sorry to hear about your disappointing experience. I acknowledge your understanding of the 10-day rescission period and your agreement that this purchase was for personal use, not investment. We also appreciate your acknowledgment of the terms, including annual maintenance fees. I'm truly sorry for any discomfort you felt during the presentation. Our aim is to provide clear information without pressure. Your description of the experience falls short of our standards, and we apologize for any misunderstanding.

  C. N.

  Date: 09/14/2023

  Do you also acknowledge how your agents misrepresented the program? If they had told us the truth then we would have never agreed to any of this. We are not asking for the moon here, we just want to close our account. You already scammed us and took our money, we just want to walk away in peace. Are you going to do the right thing or not?