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Owner Terms & Conditions Expand All Tabs

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View current COVID-19 Information and Property Updates.

Please continue to check back here before you travel for the most updated information that may affect your stay.

Visit the resort Concierge to find out about special events that may be occurring during your stay.

We are committed to making our facilities, amenities and services accessible to guests with disabilities. Accessibility features in your villa are guaranteed only if confirmed during the reservation process and indicated on your confirmation.

Each week our FUN Teams organize a variety of exciting resort activities, games and pool parties to help make your stay a memorable vacation experience. Remember to pick up your weekly activity guide at check-in for a complete listing of the resort’s activities.

Massage Therapy at the Key West Activities Center
While you are enjoying your time in Orlando, take time to treat yourself or your special someone to a massage. Whether you are looking for the bliss of a relaxing Swedish Massage or need a therapeutic massage after a day at the theme parks, our team offers a full menu of therapy. For more information or to make a reservation prior to your arrival, please dial the Resort Activities team at 407-238-5092.

Please note: Massage services are provided by independent contractors who are not employees or agents of Sheraton Vistana Villages.

Guests must be 18 years or older with photo identification to check in.

Alcoholic beverage service is restricted to those 21 years or older with valid photo identification.

For your convenience, attraction tickets are available for sale at the resort’s reception center, including Universal Studios Florida®, Walt Disney World® Resort, Magic Kingdom® Park, Epcot®, Disney’s Hollywood Studios®, Disney’s Animal Kingdom® Theme Park, SeaWorld® Orlando and many others. Please visit your On-Site Concierge in order to purchase attraction tickets and avoid the lines at the theme parks and attractions.

To assist you with getting there, explore transportation options to area attractions. Click on "Transportation" below for more details.

Vistana Signature Network™ (VSN) reservations made during the Home Resort Reservation Period or the VSN Float Period are subject to the following cancellation policy and may be canceled by calling Owner Services prior to the arrival date of the assigned reservation. Failure to cancel a confirmed reservation prior to the arrival date will prevent the restoration of StarOptions® or Home Options for further use.

Reservations may be canceled 61 days or more prior to arrival with no cancellation fee or Usage Restriction.

Reservations made 60 days or less prior to arrival may be canceled through the following day after making the reservation (before the end of hours of operation, Eastern time) with no cancellation fee or Usage Restriction. After this grace period passes, cancellations and modifications to the reservation — including changes to the arrival or departure date or to Villa type (other than releasing one side of the lockoff for reservations confirmed during the Home Resort Reservation Period) — will incur cancellation fees. Subsequent usage will be restricted to reservations within 60 days of the new requested arrival date for that Use Year and will not be eligible for StarOptions Banking or loyalty points conversion.

Cancellation Fees:

  • 60 days–8 days: $50 cancellation fee
  • 7 days or less: $75 cancellation fee

Reservations not affiliated with the Vistana Signature Network may be subject to cancellation fees or use restrictions. Please contact Owner Services to inquire about the cancellation policy that applies to your reservation. External exchange Guests should contact their external exchange company for the applicable cancellation policy.

Check cashing services are not available.

We invite you to check in after 4 p.m., and request that you check out before 10 a.m. local time. However, if your arrival or departure does not coincide with our schedule, the Front Desk will be happy to receive your bags while you enjoy the surrounding resort facilities.

Owners, is someone else enjoying your villa or do you need to make other changes to your reservation? Be sure to contact Owner Services and provide your guest’s name prior to their arrival to authorize their check-in or any other modification to your reservation. Rental by a VSN Owner of units reserved using StarOptions (other than a vacation period at your Home Resort) is prohibited. Violation may result in the suspension of an Owner’s right to reserve within VSN until compliant. External exchange guests should contact their external exchange company to obtain a guest certificate if someone else will be checking in. Please also let us know if you’re checking in after your scheduled arrival date, so we can plan properly.

Consecutive reservations may require moving villas from stay to stay. Reservations will be placed in the villa type listed on your confirmation. Please make arrangements with the front desk for assistance with your luggage on the day that your new reservation begins.

For security purposes, keys will only be given to the name on the reservation. You will be asked to provide a valid government or state-issued photo ID at check in.

If you are traveling with children, we are happy to provide you with cribs and high chairs upon request. These items are limited in supply and therefore not guaranteed. Charges may apply. To make arrangements, Owners and external exchange Guests should contact the resort directly

Sheraton Vistana Villages does not offer rollaway beds in any phase or villa type. Each villa is equipped with a sleeper sofa that may be utilized for guests.

We require a credit card to secure any charges, which you may charge back to your folio. The system will hold these funds until check-out.

Should you check out prior to your confirmed departure date, the unused portion of your reservation will be forfeited. StarOptions are not refunded for late arrival or early departure. External exchange guests should contact their external exchange company for information on early departure.

Celebrating a special occasion such as a birthday or anniversary while on your vacation? You can get balloon bouquets and arrange for card deliveries through the Activities Department for a nominal fee. Call 407-238-5000, extension 5503 to make arrangements.

The Villages Marketplace will be able to handle your grocery needs while you are here. If you’d like to have your villa pre-stocked with groceries, simply place an online order to have these items delivered to your villa before your arrival.

7-nights or more: Your villa will receive a midweek housekeeping service if you are staying for at least seven nights. If you are staying for more than a week, an additional housekeeping service will be scheduled during the check-in process. This will also apply to external exchange guests.

Less than 7-nights: Midweek service is not provided for stays less than seven nights.

Additional Housekeeping Services: Additional housekeeping services, including daily service, are available. Please arrange directly with the resort prior to your arrival. Fees apply.

Housekeeping Fees: A charge will be automatically applied to your villa folio for the second or more reservations (based on transaction date not arrival date) within a single Use Year associated with a single ownership interest.

Complimentary Internet access is available in your villa and throughout the resort. The Business Center also offers Internet, computer, printing and faxing services (fees apply).

The Link, located in the St. Augustine phase, can also keep you connected through hard-wired Internet, computer, printing and faxing services (fees apply). We ask Owners and guests to be courteous and limit their use to 30 minutes at a time.

As a courtesy, we will accept and store USPS letters and flat UPS, FedEx and DHL envelopes free of charge. Owners and guests will be informed that handling fees apply for receiving packages. A fee of $10 per package up to 10 lbs. applies to all Owners and guests. For packages over 10 lbs., $1 per pound applies up to a max of $25. For additional information, please contact the resort directly.

Complimentary self-parking is available to Owners and external exchange guests at the resort. Recreational vehicles, trailers and oversized vehicles cannot be parked at the resort. Please contact the resort for information about alternative parking.

To ensure your comfort and safety, and to maintain the quality of your villa, our vacation ownership resorts do not allow pets on the resort grounds or in the villas, with the exception of service animals that may be covered under the Americans with Disabilities Act.

The resort includes three pool areas for your enjoyment in the Bella phase, Key West phase and St. Augustine phase. Please note that the waterslide in the St. Augustine phase requires riders be a minimum of 42 inches tall. Partner riding is not permitted.

Smoking of any kind (including electronic cigarettes) is prohibited both inside the villas and on the balconies/lanais. If signs of smoking are detected, a $250 fee will be applied to your folio.

Additionally, in compliance with local and state smoking ordinances, smoking is prohibited in the enclosed areas around the swimming pools, in the children’s play areas and at other public places. Smoking is only permitted in designated smoking areas, which are available throughout the resort.

We are unable to accept requests for phase, view, specific floor, or specific villa number location. Please note, for Floating Villa Owners, reservations confirmed during the Home Resort Reservation Period do not guarantee specific floor, building or villa number assignment. Additionally, reservations made through Vistana Signature Experiences do not guarantee phase, view, floor, building, or villa number assignment, even for Home Resort Owners. For other requests, please contact Owner Services up to 24 hours in advance of your arrival.

Unforeseen events or circumstances beyond our control may result in last-minute changes. As a result, villa assignment or special requests will only be confirmed during the check-in process.

Changes to the arrival or departure date or to villa type (other than releasing one side of the lockoff for reservations confirmed during the Home Resort Reservation Period) will result in a loss of priority for fulfilling special requests.

Marriott Bonvoy™ Points may be earned for qualified charges at the resort. As a villa property, we are unable to offer select Marriott Bonvoy™ Member benefits for ownership reservations, including complimentary room upgrades, Suite Night Awards™, priority late check-out, Your24™, and Gold Elite and Platinum Elite welcome gifts.

Attraction Transportation
To make your travel to area attractions easier, we offer shuttle buses for a nominal fee to the Walt Disney World® Resort. Taxi service is available to Disney Springs. Both shuttle service and taxi service are available to get you to Universal Orlando® Resort and SeaWorld® Orlando.

For the most up-to-date schedule, pricing, or to make reservations, please call 407-238-5130.

Please note that fees for theme park transportation are not included in annual Owner maintenance fees.

Area Transportation
For greater convenience in renting a car, a Hertz Car Rental desk is located in the resort’s lobby. The hours of operation are seven days a week, 8 a.m. to 5 p.m.; closed noon to 1 p.m. Contact Hertz anytime at 800-654-3131. Or call the resort’s Attractions, Transportation & Dining Desk at 321-200-4561 for assistance with transportation requests.

The I-RIDE Trolley is an affordable option for getting around the shops, restaurants and attractions along International Drive. Purchase your passes in the resort’s lobby and conveniently hop aboard the trolley directly in front of the resort.

Please note that the information contained on this page is subject to change without notice.