Vistana Signature Experiences: An Overview and Review

Vistana Signature Experiences, Inc. (formerly known as Starwood Vacation Network) is a renowned developer and operator of upper-upscale villa resorts, providing both ownership and rental opportunities. The company exclusively manages vacation ownership for the Sheraton and Westin brands. In 2018, Vistana became a part of Marriott Vacations Worldwide Corporation after Marriott acquired ILG, Inc. This integration expanded Vistana’s portfolio and allowed owners access to a broader array of vacation options through the Marriott Bonvoy program. Through the Vistana Signature Network (VSN), owners can vacation at 23 stylish villa resorts located in coveted destinations across the U.S., Hawaii, the Caribbean, and Mexico. Additionally, Vistana’s partnership with Marriott Bonvoy offers access to over 7,000 hotels and resorts worldwide. Their global headquarters are in Orlando, Florida.

Key Features:

• Exclusive vacation ownership for Sheraton and Westin brands.
• Access to 23 premier villa resorts in sought-after locations.
• Partnership with Marriott Bonvoy, connecting members to 7,000+ global properties.

However, beneath the premium branding lies a trail of controversies and customer grievances. Below, we outline recurring concerns and complaints to provide a comprehensive review for potential buyers.

Complaints and Controversies:

1. Aggressive Sales Tactics and Misleading Information: Many buyers have reported high-pressure sales environments during initial presentations. Prospective customers often feel rushed into decisions, lacking adequate time to fully understand contract details. Moreover, terms such as hidden fees, long-term obligations, and annual maintenance charges are not always transparently disclosed. This has led to frustration and regret for several buyers, who later realize the extent of their financial commitment.
2. Maintenance Fees and Hidden Costs: One of the most common complaints involves steep increases in annual maintenance fees, which significantly elevate the overall cost of ownership. Owners also report additional hidden charges, such as special assessments and administrative fees, that were not prominently discussed during the sales process. These unexpected costs further erode trust and satisfaction.
3. Cancellation and Resale Challenges: Exiting a Vistana timeshare agreement has proven to be a daunting task for many owners. Complex contractual language, coupled with a lack of clear exit options, leaves owners feeling trapped. Additionally, the resale market for timeshares is notoriously limited, often leading to significant financial losses as resale values are far below the original purchase price.
4. Customer Service and Communication Issues: Vistana’s customer service has been a major pain point for many members. Reports highlight slow response times, inconsistent resolutions, and inadequate communication regarding billing disputes or scheduling issues. While some members experience satisfactory outcomes, others feel their concerns are dismissed or unresolved.
5. Availability and Quality of Vacation Experiences: Despite owning a timeshare, members frequently encounter difficulties booking their desired vacation dates, particularly during peak seasons. Limited availability undermines the value proposition of ownership. Furthermore, discrepancies between promotional materials and actual resort amenities have left many owners feeling misled. Complaints range from outdated facilities to locations that fall short of promised luxury standards.

Public Perception:

1. Online Reviews and Ratings: Vistana Signature Experiences has received significant criticism online. On platforms such as the Better Business Bureau (BBB), ComplaintsBoard.com, and TripAdvisor, customers frequently cite challenges with billing disputes, customer service, and exit processes. The company’s rating on ComplaintsBoard stands at a mere 1.4 stars, reflecting widespread dissatisfaction. Similarly, Google reviews show an unimpressive 2.5-star rating based on 86 reviews, with many customers echoing grievances about misleading practices and difficulty canceling timeshares.
2. Forum Discussions: Online forums, including the Timeshare Users Group (TUG), host threads like “Rant About Vistana” and “Using Timeshare Legal to Exit Vistana,” where users share firsthand accounts of billing errors, challenges in obtaining refunds, and high costs associated with legal exit strategies. These discussions further emphasize the struggles owners face when dealing with Vistana.

While Vistana Signature Experiences offers enticing vacation opportunities through its partnership with Marriott Bonvoy and its luxurious villa resorts, potential buyers must approach with caution. The alluring promise of vacation ownership is overshadowed by recurring complaints about aggressive sales tactics, hidden costs, and the challenging exit process. It is advisable to thoroughly research and scrutinize the terms before committing to a timeshare agreement with Vistana.

Conclusion: Consider alternative vacation options or consult with a legal professional before making any long-term financial commitments to timeshare programs. Being informed can help avoid future regrets. And if you've already deep in the pits of regrets, look for Timeshare Exit companies that may help you get rid of a Vistana timeshare. Our website has a list of the best Timeshare Exit Companies that could help you with your timeshare problems.

Since Vistana is related to Marriot, you may also be interested in our article about Marriot Hotels as well.