Vistana Signature Experiences
Reviews and Complaints

My experience and impression of Vistana is they continue to charge excessive high maintenance fees and ever-changing rules which undermine the disirability, usage and values of our units.

Find it interesting they have no unit buy back program. Perhaps the reason is why pay owners to buy back inventory for re-sale when you can create conditions whereby owners gladly give back units to avod the costs and frustration of being a westin vacation owner.

Would gladly join a class action suit to expose their business practices and discover how they manipulate the resort booking rules, costs and use inventory to promote discounted travel packages to new prospsects at the expenses of existing owners. Have you looked at the 2024 assessment yet. If not, would advise you are sit down when opening this years assessment and executive fees? Any retired attorney owners who need a project?

In February, 2023 I submitted all legal documentation to add my sons to my deed. This documentation was scanned and submitted by Mr Wiseman in the Vistana Sales Department at the Kaanapali Villas North. This is an attempt to get someone, ANYONE, to let me know where this process stands. My wife died in June 2021 and I submitted a death certificate to have her name removed. Where do I stand on these two issues. Sincerely Larry L Beach

Every time I talk to this company about the problems I have been continuously faced with, I am met with no resolve. There is nothing that can be done they keep saying. I feel like this is simply not true. If it is true, then how can they lie to people and take their money and then tell them “oh well,” without being highly labeled as a SCAM. Because right now in my eyes, that is exactly what I am seeing them as. This is a terrible way to treat people who have trusted you and given you so much money upfront. I need someone to get serious about this. I do not feel like I am being treated fairly at all.

On February 23, 2023 I received the 3rd message about paying my Network Membership fee of $230.00. I ignored the first one since I had turned the property back to over to Marriott officially on October 5, 2022. When I received the 2nd demanding letter I started calling the phone number in the letter and each time waiting more then 1 hour with no answer.

Now I have received a third letter dated February 13, 2023 and started calling on the 02/23rd with no success.

I have spent a full week trying to find out the cost of transferring my unit at Harborside Atlantis. I have NEVER been able to speak with a person. The first time I was on hold for over an hour. The second time I was told that the "system is out of order". And today I was transferred to a machine which told me to go online to get that information. So I've gone online, and I've found NOTHING!

I've got to get this thing sold NOW. And I am angry and frustrated at the lack of service I receive, especially given the enormous amount of money I have paid to Atlantis over the years!

I have been a long time owner, and currently own 2 separate villas. The larger ones has maintenance fees of roughly [protected] annually, and the smaller one has 320-330 annually. I started paying bi weekly a small amount, just so I didn't have a large bill at year end. I had gotten the smaller villa up to a $350 credit, which would cover the fees and started paying the larger one. I just signed on today only to see my smaller villa has a $217 balance. What! So I chatted with rep only to be told my fees went up to $567. What again! All year long it has shown 320-330, and even next year it show $330. So what gives... So I went in and looked and now I see you have added $155 charge to the large villa and a $220 fee to the smaller one. What kind of robbery is this?

There’s been a screwup with a reservation I made in March 2022 for occupancy in Mar 2023. I now have no reservation for what was to be a special 70th birthday gift for my wife.

When I made reservation, I specifically mentioned that I sold unit/contract # 314803 and to NOT use this for my reservation. Well, they did and yesterday my reservation was cancelled without explanation or reason. After several hours on the phone, it was confirmed that Vistana used the unit that I sold & it is my problem & not Vistana. I asked to escalate the issue but was informed that there was no one to escalate to. I must’ve have been talking to President/CEO of Vistana.

I contacted the company Hawaii Fidelity Hawaii Timeshares who confirmed they processed this transaction & they confirmed that the paperwork for the sale was received by VISTANA in December 2021.

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I need your assistance for 2 things.

1. Please ensure I am no longer shown as owner of sold unit in your system by processing paperwork sent to you last December.

2. Help me to get a reservation at KOR for the 1 bedroom, oceanview unit for week of Mar 4-11, 2023 asap. This mixup/cancellation would not have occurred had the paperwork for sale had been processed by Vistana in a timely manner.

I look forward to your prompt reply.

Dear Sir,

Today, we talked with the supervisor of Vistana, Stephany D, about the issue below. She told us to contact Vistana's upper manager. Please, take this issue very seriously, because we are very upset about the package we purchased in Myrtle Beach last year. We feel strongly we were misled in what we bought. We were left with the impression that we would be able to use the package to go to Hawaii but we later found out that we would be charged quite a bit more to do that. We found out that buying a trip through Costco was much cheaper and included the flight also. We decided to use it to go to Steamboat Springs but again when we went online your webpage - Vistana, that took us to the Marriott booking page, we could pay for the trip out of our own pocket and it was about half the price we paid for the package. We called Marriott - we can get a two room Villa for 10 days that was nearly the same price that we are being charged for a studio villa (with only bed and sofa) and for 5 days and 4 nights. We were going to meet our adult children there for a few days and the offering we have "purchased" only gives us a room with one bed and sofa. We just feel like the "special deal" we received from your company is anything but a "special" rip off. We would like to just get our money back and if that is out of the question to at least be given a two-bedroom or three-room place so that we can invite our daughter and son with his wife to join us. We are very disappointed with the product your company has sold us and very much feel it is a "bait and switch" offering. We felt that we were offered one product and were given a totally different product. We were really not given time to read through the contract at the time and to our disappointment, we trusted the salesman that they were honest with us as we were honest with them. I ask the question about Hawaii and was specifically told that we could use it to go to Hawaii. We were not told, as we can remember that there would be an extra cost to do that. At this time, going to Hawaii is out of the question as Hawaii is pretty well closed up unless you want to be quarantined for 14 days before you can out of the motel. This is completely unacceptable. We are so fed up with your company that ready to start posting Vistana online one (1) stars reviews and share all the bad experiences we already had.

I'm trying to contact Customer Care in order to pay annual maintenance fees. If I could login to the website, I could do this online, but Vistana has expired my password. For some reason, they only offer an option to send a reset email to an address that's no longer active - I left that company over 5 years ago - and have been using a recent, permanent personal email address at Vistana since.

Since there's no way to get that reset email, and no listed address for Vistana Customer Care, I've been trying to call for the last 3 days. Each time I call, I navigate the phone tree/menu, and just when I expect to be connected to an agent. Instead, there's a curt message that I'm to call back at a. time when they're less busy, and get automatically hung up. A very bad customer experience at best.

So I'm stuck and at risk of not paying this year's maintenance fees until I get that email set to an address that works...

Pls Help