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“Poor Customer Service”

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Sheraton Vistana Resort - Lake Buena Vista
Ranked #66 of 342 Hotels in Orlando
Certificate of Excellence
GreenLeadersGold level
Reviewed 26 April 2012

We stayed for 3 nights in a 1 bedroom condo style room. The property has an excellent location close to the Disney parks. The room itself was clean and appeared to be renovated fairly recently. However, the room was extremely loud and customer service was very poor overall from the staff at the food court to the front desk staff. The check in process took a very long time (despite no lines in the lobby). We opted to eat in the food court on the property one evening for dinner. There was no one else in the restaurant when we were there (early evening); however, the staff in the food court acted as if we were interfering with their time to socialize with one another and acted irritated that they had to serve us. The other main issue we had with our stay was the excessive noise coming from the room above us. We could hear every step, every toilet flush, conversations, furniture being moved around, etc for hours every night to the point that we were unable to relax and our toddler was woken up constantly. At check out, I wanted to mention this to the front desk staff; however, no one even asked how our stay was during the check out process. Since no one asked, I politely brought up the fact that our room was very loud. The front desk clerk did not offer an apology and simply said "Next time you should request a room on the top floor". Oddly enough I did ask for a room on the top floor but the clerk at check in couldn't figure out how to do that in her computer. In any case, there won't be a "next time" as there are many properties to choose from in this area that have similar amenities, location, etc. I wasn't looking for a discount from our bill or anything like that, we simply wanted an acknowledgment of the issues we experienced and perhaps even an apology after 3 nights of no sleep. This lack of basic customer service will prevent us from using this property again.

  • Stayed: April 2012, travelled with family
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5  Thank jlockfl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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3,645 - 3,651 of 6,640 reviews

Reviewed 25 April 2012

We traveled April 14, 2012 to April 21, 2012 with 2 adults a 6 year old and a 6 month old. We requested a 2 bedroom unit in Cascades and were accommodated accordingly. This is the closest to the pool that seems to be best suited for smaller children as it has a very shallow entry to 6 feet depth with waterfalls - pool is large, lots of seating BUT you have to get there early if you want good seating (table, shade, loungers, etc.). There were plenty of towels, BUT after dinner they were sparse so if you were planning on an evening swim (open till 1am) you may want to keep a towel with you. They sell pool noodles, floats, etc. on site at the pool- but cheaper to bring your own or buy at walmart which is just about 10 minutes away.
Bar and munchie type food service available by the pool - price is not outrageous but again cheaper to bring your own.
Kitchen in condo unit is adequate - basic stuff is there :
--coffee maker (but you need to bring your own coffee, filters, sugar, etc)
--tea kettle (again you provide your own tea/etc.)
--Juice jug, plates, bowls, cups, knives, forks, spoons, measuring cup, 1 cutting board, 1 baking sheet, 1 small pan, 1 medium pan, 1 small pot, 1 medium pot, 1 medium casserole dish with lid
--microwave
--oven
--fridge with freezer and ice maker
--dishwasher (supplied with 3 pkgs of dishwashing detergent/need to buy or bring your own if you plan on doing more than 3 loads of dishes)
--washer (no laundry soap supplied)
--dryer
--1 roll of paper towel provided, 2 jay clothes, 1 small dish soap - you have to provide any extra you may need

You are close to a walmart, publix, restaurants, seaworld, disney, etc. - but you will need a car to get around. Use the kitchen to save yourself some $$$.
The marketplace (store on site) is pricey for most items but is on site if you need something fast.

We had no complaints about the property, rooms, staff, pools, location, anything.....Yes they try to sell you timeshare deals - but unplug the phone, tell them you are not interested, laugh it of and you are good. We politely declined to light sabers, free breakfast and discounted tickets at check in and again when we received the 1st call and after that they left us alone. No one hounded us at the pool or chased us while walking.

Would go back in a heartbeat - great for families with young kids.

Room Tip: We had a room on the 4th floor - great view of the ponds/pools and has a balcony and a sky light and...
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  • Stayed: April 2012, travelled with family
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3  Thank SunSeekerBA
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
das51, Guest Relations Manager at Sheraton Vistana Resort - Lake Buena Vista, responded to this reviewResponded 1 May 2012

Thank you for taking the time to share your views and opinions with Trip Advisor,. It is our pleasure to read about your experience and we thank you for sharing .

We look forward to host you again.

Warmest Regards

Dassie S
SVO Management, Inc.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 April 2012

This is a great spot. Great accommodations. 4 miles from the attractions. Flat screen TVs, Jet tub in Master bedroom, great beds, even the furniture and decor are first rate.

The salespeople leave you messages, but the phone doesn't even ring, so the pressure is almost non-existent to buy into their timeshares. Excellent security and the grounds are spotless.

I highly recommend this location.

  • Stayed: April 2012, travelled with family
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3  Thank elmcitytraveller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
das51, Guest Relations Manager at Sheraton Vistana Resort - Lake Buena Vista, responded to this reviewResponded 1 May 2012

It is with delight that we read about your warm and positive feedback shared with Trip Advisor.
Thank you for sharing your observations and for showing appreciation for our newly renovated villas, modern furnishings and all the amenities we offer at the Sheraton.

It was indeed our pleasure to serve you and we are looking forward to host you again soon.
We appreciate your impressions and thank you for recommending the Sheraton to others.

Respectfully yours,

Dassie S
SVO Management, Inc.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 24 April 2012

Stayed in April in two bedroomed suite with a seven year old. Room was comfortable and well appointed. Pool was ok and good for kids although could do with more shade options like sun umbrellas. Staff was friendly and helpful. Hotel was close to Disney and Sea World and only a tad further to Universal. There were some issues with the room, one element on the stove didn't work and the range slider to the balcony wouldn't lock. No big deal as we didn't cook much and where on the third floor. One had the feeling that both issues were in the too hard basket. The one real pain was the constant calls to go to a timeshare presentation with bigger and bigger bribes. Ok to ask once but then drop it, it was a major downer, and if they were not repairing stoves or doors it isn't a good ad for the timeshare. However I would stay there again.

  • Stayed: April 2012, travelled with family
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2  Thank Pannn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
das51, Guest Relations Manager at Sheraton Vistana Resort - Lake Buena Vista, responded to this reviewResponded 1 May 2012

Thank you for sharing your views and observations with Trip Advisor.. We appreciate your genuine feedback surrounding your recent stay at the Sheraton Vistana Resort.

We have taken your comments seriously and have already shared them with our Management Team for awareness.

Many thanks for allowing our staff to address your villa concerns, and we are sorry for any inconvenience.

We look forward to welcome you again and we appreciate your recommending the Sheraton Vistana to others.

Warmest Regards,
Dassie S,
SVO Management, Inc.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 April 2012

We just returned from a week long stay at the Sheraton Vistana. We have two children under 3 and we stayed in a 2 bedroom villa in the Fountains building. It was great. The rooms are very large and the beds are very comfortable. The kitchen was fully stocked which made it easy for us to prepare breakfast each morning. They brought us a crib and high chair right away when I requested them. Plenty of space to relax in the living room after the kids went to bed, it felt like a home away from home. We would definitley recommend this place to any family traveling to Orlando, no matter what age!

  • Stayed: April 2012, travelled with family
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1  Thank AK_PK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 April 2012

Me,my wife and 5 yo son had a great time here. The 2bedroom was great, very rommy and modern. This place is also very close to all the attractions. It would be great if they offered child care, this way the adults could have some time for themselves, but all in all a fun time

Room Tip: We had the falls section
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  • Stayed: April 2012, travelled with family
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Thank bobbygreeneyes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 April 2012

This is the best location for visiting the parks in Orlando. It is 10-15 minutes from both Universal and Disney. I couldn't have planned a better location than what we got.

The rooms were very clean and updated. The accommodations were excellent. You couldn't hear the rooms next to us and at night is was really quiet. I was actually very impressed.

The pools were average. They were smaller than they required and the so called super pool wasn't. There was no poolside service and the bar had only one bartender. I know that at a time share it is nice to be able to bring your own cooler of drinks and refreshments, but they are missing a huge opportunity. There was only music in the late afternoon, which could have made the pool experience better.

All in all if you are going to Orlando for the parks this is a great choice.

  • Stayed: April 2012, travelled with family
    • Value
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Thank Sherman P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Sheraton Vistana Resort - Lake Buena Vista

Address: 8800 Vistana Centre Drive, Orlando, FL 32821-6353
Phone Number:
Region: United States > Florida > Central Florida > Orlando
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#5 Green Hotel in Orlando
#45 Family Hotel in Orlando
#50 Romantic Hotel in Orlando
#95 Business Hotel in Orlando
Price Range: £103 - £251 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Sheraton Vistana Resort - Lake Buena Vista 3.5*
Number of rooms: 1682
Official Description (provided by the hotel):
A Walt Disney World Good Neighbor® hotel featuring one- and two-bedroom villas providing fully equipped kitchens, washer/dryer, separate living and dining areas, and complimentary Wi-Fi. Enjoy resort amenities including 7 pools without the resort fees. ... more   less 
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Also Known As:
Sheraton Orlando
Sheraton Vistana Orlando
Vistana Resort Orlando
Sheraton Vistana Resort - Lake Buena Vista Orlando, Florida
Sheraton Vistana Resort Florida
Sheraton Vistana Resort Orlando Florida
Orlando Sheraton
Sheraton Vistana Florida
Sheratons Vistana Resort

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