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 fromBRIAN C

  Date: 06/28/2023

  1 star

  BRIAN C

  Date: 06/28/2023

  SCAM. SCAM. SCAM.
  Don't confuse the service you get at a ****** with this company. If you want to stay at a ****** then just keep paying them directly.
  There is no buy back if you don't want to own anymore. They will transfer it back to themselves at no cost to you but they won't give you any money for it. Customer Service or Member Services will keep you on hold for over an hour each time you call with any issue.
  They sent the yearly bill for maintenance fees to our old address and when we didn't pay it, because we didn't receive it, they sent our ownership into foreclosure. We had changed our address in 2020 and had received previous bills at our new address and paid them. For some reason they sent the most current to our previous address. They gave their foreclosure attorney our old address. All notices were sent to the wrong address. The only reason we found out about the foreclosure was through our effort. NOT ONE EMAIL WAS SENT regarding this. 14 emails were sent about their sweepstakes game that took place from January to March however.
  We paid the fee plus legal fees to get it out of foreclosure. No one will speak to us about how its possible that they reverted our address back which is what caused this entire situation, not that it's easy to get anyone to respond to you with an hour+ wait time when you call.
  Terrible customer service with a company that's only after one thing, your money.

  Vistana Signature Experiences

  Date: 08/01/2023

  While I see the owner has secured some amazing vacations, I’m sorry ownership has not met their expectations. We never guarantee that we will repurchase inventory. However, owners wanting to relinquish ownership can sell on the external market. In my opinion, selling externally is the best option because it gives owners the ability to set the selling price. The invoices we sent were to the address on file. I highly recommend the owner contact Owner Services or log into the owner's website to confirm the mailing address is correct.

• Review fromGene C

  Date: 06/28/2023

  1 star

  Gene C

  Date: 06/28/2023

  The pressure to purchase the timeshare was immense, with the falsehood of bettering my time with my family and the financial soundness of the purchase. “Our ownership to a piece of paradise.” It’s ironic how I am almost always tough to sell anything to, and they were able to mislead me into the timeshare money pit. They are good at what they do, but they need to be stopped or exposed.
  The saleswoman told me I'd be able to rent out my weeks if I didn't use them but once I called to utilize that option, the representative on the phone told me that wasn't an option. The saleswoman also failed to mention the maintenance fees until the contract was signed, but even then, didn't tell me that they'd rise considerably each year.

  Vistana Signature Experiences

  Date: 08/01/2023

  I'm sorry to read that the owner feels pressured to purchase. New purchasers have a 10-day rescind period that begins the day the contract is signed. This time is provided to give them the ability to review the agreement on their own and without any pressure. Owners do have the ability to rent their week as long as it is not part of a commercial business. While we may not always be able to help with renting, many of our owners use third-party websites to rent their time.

• Review fromD. K.

  Date: 06/27/2023

  1 star

  D. K.

  Date: 06/27/2023

  We have reached out to Vistana multiple times about our concerns and are ignored each time. When we attended the sales presentation, we were pressured, intensely to buy a timeshare. Each time we said no, they'd send over a different salesman to wear us down even more. Unfortunately, we eventually caved and purchased, and in over the 5 years of ownership, we have been able to use this timeshare only once. We owe around $20,000 and are paying over $500 a month on something that we don't even get to use. My husband is now retired so our income has decreased dramatically and it's become a hardship trying to pay these fees for something that is useless to us. Please help us get Vistana's attention drawn to this matter.

  Vistana Signature Experiences

  Date: 08/01/2023

  I’m sorry to read that the owner felt pressured into purchasing. When someone purchases a timeshare, they are given a 10-day rescission period. The purpose of the rescind period is to give the purchaser time to review the agreement on their own or with an attorney and decide if they want to move forward. If, within the rescind period, the owner decides to cancel, they can simply send an email or a letter requesting to do so.
  
  This owner financed the purchase. We provided full details of the loan agreement, and the owner agreed to the terms by signing it. Like most loans, there isn’t an option to cancel it after the rescind period. However, the owner does have the ability to sell the ownership on the external market.
  

  D. K.

  Date: 08/22/2023

  We were never told about a rescission period nor led to believe we'd have any reason to cancel our timeshare. What the salesman told us was exciting, we WANTED those things they told us to be true, but the hard truth is, they weren't. Now we're stuck with an enormous loan for something that we did not agree to, something we can't use because there's never availability for us. When the LOAN was discussed, maintenance fees rising were NEVER mentioned. The salesman played them down like they were no big deal and nothing to worry about. We cannot afford the timeshare due to my husband retiring and the fees increasing. There's a never-ending increase that seems to happen every single year. We want our timeshare account closed. That's the solution we're looking for.

• Review fromJeffrey C

  Date: 06/27/2023

  1 star

  Jeffrey C

  Date: 06/27/2023

  When it comes to Sheraton Flex/Vistana Signature, do not waste your time. There’s nothing good to be said about them, and if I could give them negative stars I absolutely would. Our experience has been nothing short of a nightmare for about 2 years now. There’s never anything available, in almost 2 years we’ve only been able to use our “real estate investment” 1 time. How utterly pathetic, especially when they promise you countless vacations. However, if you go online to ************ ***************, etc., you’ll find those same rooms available that they say are not. Sheraton wasted 4 hours of our vacation, and got us into a $10,000 loan, when Hotels.com has rooms going for about $200 a night? Their travel program is a complete joke and they should be shut down for their deceptive ways!

  Vistana Signature Experiences

  Date: 08/01/2023

  I’m sorry to read of this owner's concerns and challenges securing reservations. I highly recommend visiting the owner's website and visiting the Helpful Tools section for the Abound program. This section of the website is for owners to learn how to maximize their ownership. It provides details regarding point requirements, call-in days, and live webinars. Our Owner Services team is also in place to help owners with any questions they may have about using their ownership.

• Review fromMichael Garden

  Date: 06/23/2023

  1 star

  Michael Garden

  Date: 06/23/2023

  I am writing to express my deep dissatisfaction and disappointment with the experience my family and I have had as Vistana timeshare owners. We initially purchased the timeshare during a vacation at Atlantis, where we fell in love with the island and thought it would be a great place to return with our children many times. However, our experience has been far from the dream we were sold. During the sales presentation, we were approached multiple times by salesmen inside the hotel lobby who used manipulative tactics to persuade us to attend a three-hour meeting. The salesmen frequently excused themselves to speak to someone in a higher position, and one even falsely claimed to be familiar with our hometown to establish rapport. We were told that buying property was a good investment and that its value would increase over time, which has not been the case. Initially, scheduling our vacations was easy, but it became increasingly difficult when systems became automated. We were never informed about the escalating maintenance fees, making it impossible to rent our timeshare to cover costs or make any profit. Moreover, the occupancy we were promised changed from nine to eight, adding further inconvenience. Securing popular weeks has become nearly impossible, and the system for using points was never explained to us, despite receiving a catalog in the mail. Attempts to seek assistance from the company have been futile, as we could never speak to a knowledgeable representative. It's been impossible for us to rent out or use our timeshare due to restrictions, yet we are still required to pay the mounting maintenance fees. This timeshare has become a burden on our family, with increased fees making it difficult to take any vacations. Relieving ourselves in this timeshare would alleviate the stress and financial worries that have plagued our family. Due to our experience, we deserve to cancel this contract.

  Vistana Signature Experiences

  Date: 08/01/2023

  I am sorry to read of this owner's dissatisfaction and disappointment. I do understand that vacation plans change and that wanting to travel to the Bahamas may not be of interest. This owner has the ability to exchange time at Harbour Side for other Westin and Sheraton resorts that are part of the VSN program.
  
  The contract for purchase provides the details of the maintenance fees for the year the guest purchased and explains that the fees may increase each year. There is nothing in the agreement that states that purchasing is an investment. While we would love for it to appreciate, we cannot predict or guarantee what the future market may or may not look like.
  
  We are not currently making offers or accepting deed backs on this inventory. However, the owner does have the ability to sell it on the external market, either on their own or by working with a licensed timeshare resale broker.

  Michael Garden

  Date: 08/17/2023

  
  If this company cared about our experience of treatment, they would be offering to do something about it. In our first response, we stated all the lies and misinformation that was told to us by this company's sales staff. We were told inaccurate information to push us to sign this contract. We are not asking if there is a program. We are expecting this company to do the ethical thing and release us from this contract based on our experience.
  

  Michael Garden

  Date: 09/27/2023

  
  If this company cared about our experience of treatment, they would be offering to do something about it. In our first response, we stated all the lies and misinformation that was told to us by this company's sales staff. We were told inaccurate information to push us to sign this contract. We are not asking if there is a program. We are expecting this company to do the ethical thing and release us from this contract based on our experience.
  

• Review fromJessica C.

  Date: 06/15/2023

  1 star

  Jessica C.

  Date: 06/15/2023

  Let this review serve as a warning to all who are deciding between purchasing a Vistana ownership and not. I'll save you the trouble, DON'T!
  
  They're unresponsive and lack departmental communication.
  
  I've been been a loyal customer. I've stayed current on the mortgage up until 2 months ago, despite the fact that they lied and upsold me. I briefly communicated with their resales department (which WAS NOT helpful) and they told me the same thing over and over- pay it off first.
  
  Why is it that I have to be forced to pay something off that doesn't benefit me in any way, shape, or form as they promised?
  
  Other issues include, every monthly payment I've made since the beginning, my budget became tighter and tighter because of inflation. Also, when I looked at the last couple of bills, I realized that the total amount was still around the total amount of the principle. No real dent is being made in paying it down. So, I decided to sell it back because this was no longer conducive to my budget. When I emailed them to sell, they told me my mortgage had to be paid off first. They NEVER mentioned that at the pitch. I haven't had the chance to use my months yet because Jan was the first month I was told I could use the star points.
  
  I'm getting older and I will be retiring soon. Because I don't really make that much now, my retirement will be very tight. I cannot have any extra lingering debt and I do not want any of my debt to be passed down to my children. I was essentially tricked into something that if they had been 100% transparent, I would have never agreed to in the first place. I did not intend on having a 15-year mortgage on a timeshare when I was told it was a 3-year mortgage.
  
  

  Vistana Signature Experiences

  Date: 06/26/2023

  I'm sorry to read of the challenges that Ms. **** is having with her ownership. Although, we do offer either a buy-back or deed-back option, it does state in the purchase documents that it is not guaranteed, and it specifically depends on business conditions.

  Jessica C.

  Date: 06/28/2023

  I've heard of many individuals having the same courtesy extended to them, what makes their situations different then mine??

• Review fromYolande W.

  Date: 06/08/2023

  1 star

  Yolande W.

  Date: 06/08/2023

  My husband and I were sold a time share based on misleading statements and false claims. We purchased a one-week bi-annual ownership in the Westin Riverfront in Scottsdale, Arizona in 2014 and paid the full expense in 2015. In 2016, we were invited to the Westin Laguna Mar Cancun property and believed the pitch that we could add one additional week to our Scottsdale ownership by purchasing the Cancun property. The annual maintenance fees were sold to us as a stable continuous costs that wouldn't increase, but we've since learn that this is a lie. We were also assured that we could sell our time share back to Westin/Vistana at any time.
  
  We also have encountered problems with reserving either of the properties at our conveniece. We have been successful in getting a release from the Scottsdale time share and no longer own this property or pay the annual maintenance fees. We have asked repeatedly to be released from the Westin Laguna Mar Cancun property but have been unsuccessful. We seek resolution by gaining Marriott/Vistana agreement to release us from the Cancun time share as well and appreciate your assistance in helping us resolve this matter.

  Vistana Signature Experiences

  Date: 06/20/2023

  I apologize about the challenges Mr. and Mrs. *************** is having with their ownership. At the point-of-sale owners must sign and acknowledge they are aware maintenance fees can change; they also must acknowledge that deed back or buy back options are not guaranteed and depend on business conditions.

  Yolande W.

  Date: 08/14/2023

  This statement by Vistanna is patently false. At no time were we advised that maintenance fees would increase, and we were assured that if we became dissatisfied with our time share, Vistana would buy-by our time share. They have not been willing to honor this agreement for the Lagunamar Cancun time share that we no longer want, or have the ability to use at our convenience. Please stop lying and stand up to your stated commitment to buy-back time shares. We were lied to when making this purchase and sincerely regreat having entered into this agreement.

• Review fromJoseph C

  Date: 06/06/2023

  1 star

  Joseph C

  Date: 06/06/2023

  We are writing this complaint to share our horrible experience with this company. My wife and I were offered a one-day pass to all amenities if we would attend a timeshare presentation, and unfortunately, it turned out to be a nightmare. The salesman who approached us was extremely personable and made us feel like he was our best friend. However, it quickly became apparent that he was simply a con man trying to sell us something. We were promised that buying a timeshare with Vistana would be a great investment, with prices increasing every year. We were also told that we could travel to many desirable destinations using our Starpoints, including Atlantis, which, as it turns out, was a lie. During the presentation, we requested some time to discuss things privately. However, the sales team was not happy with this and rushed us back into the room as soon as possible. They kept bringing in other people to tell us how great of a deal this was and how we should never pass up this opportunity.
  Despite all the excitement and promises, we were unable to make any reservations at the desired locations. We were only able to stay at Atlantis twice, and during one of those stays, someone stole $1,700 from our safe. In Cancun and Orlando, we also experienced the pressure to upgrade and increase our contract, which was unbearable. We eventually decided that we just wanted out and would never recommend Vistana to anyone. As retired individuals, this has caused financial hardship for us, and we do not want to pass this burden on to our children. We cannot afford to pay for something that we cannot use. This company has done nothing but ignore our concern and we have been offered no real assistance so far with this matter. We need someone to reach out to us and address our concerns and help us to achieve a real solution for terminating our contract.
  

  Vistana Signature Experiences

  Date: 06/20/2023

  I'm sorry to read of the experience Mr. ********** has had with his ownership. It appears that he purchased with in September of 2006 and have enjoyed many vacations with us. I apologize for the experience he had at the Atlantis, but an insurance claim should have been opened in a situation such as theft for the insurance provider to review and follow up after investigating. If they are no longer able to make payments due to financial hardship, and the loan is paid off, they can reach out to Exit Services at 866-682-4547 to explore exit options.

• Review fromDavid I

  Date: 05/22/2023

  5 stars

  David I

  Date: 05/22/2023

  I thought I was getting a place to come anytime I wanted for 1 week. They said no blackout dates but I couldn't use it when my work schedule allowed.
  They wanted to tell me when I could use it. They offered a week to come stay but I had to pay for that. The rep kept saying we could go to other resorts and out of the country if I purchase points. I didn't purchase any points, kept saying I needed to buy this for me and my girlfriend, to have a nice place to bring her. The 1 week I had to buy to get another meeting, the room we stayed in was messy with broken door knobs and there were roaches in there. Yes, I feel like I was pressured. There were 2 reps that talked to me. The meeting was over 1 hr, maybe close to 2.
  
  The experience has been a nightmare. It was never explained what I was buying and how it would work in the future in case something happened to me. If I get out of this I promise I'll never ever get trapped in something like this again.
  
  Now I am trying to reason with them and get out of this ownership they upsold me into but it's crickets on their end....
  
  

  Vistana Signature Experiences

  Date: 05/23/2023

  I'm sorry to hear of the challenges Mr. **** is having. Unfortunately, availability is not something we are able to guarantee however, if he was not familiar with what he purchased during the point of sale. Mr. **** had a 10-day recission period to review his purchase documents. Understanding he did not cancel within this period; the contract closed and was recorded.

• Review fromEva G

  Date: 05/17/2023

  1 star

  Eva G

  Date: 05/17/2023

  I have been duped out of one of my Kaanapali units. When I called at the end of 2022 to see what I could do with my expiring weeks I was told to convert them into The Abound program. I thought great that works.
  I purchased one unit in 2003 and another in 2004 under Starwood. Loved Starwood. Then my points (not Marriott pts) split. Starwood folded and I now had Vistana with the ability to book only the 19 resorts or use my points to book outside of the 19 resorts. They no longer interacted taking away value of my ownership. Then Marriott joined in. In 2022 I finally came to understand the three entities I worked with, Marriott, Vistana and Interval. When attempting to book a vacation this year I see that one of the Kaanapali units was converted to Abound. The unit had been converted to Orlando. Huge devaluation of my property. Done without my understanding or consent. I have been on the phone no less then 10 times in the last two weeks trying to get this figured out. Not one single person I spoke with has had correct information. Interval refused to speak at all about Abound. I called Marriott/Westin and was informed that I no longer had my Kaanapali weeks they had been converted to Abound. I am livid. The units I purchased are no longer my units, the two weeks expiring at the end of 2022 have disappeared. I don't understand. Is property property or what is it. Last words; we're still being charged the over 5000.00 per year HOA fees for out Kaanapali units even though they don't seem to exist anymore. What kind of lawyer handles this kind of situation.

  Vistana Signature Experiences

  Date: 05/23/2023

  I'm sorry to hear of the challenges Ms. ****** is having with her ownership. I have confirmed that Ms. ****** Star Options were converted to Club Points on 12/27/22 via phone and a confirmation email was sent.