Sheraton Vistana Villages Resort Villas, I-Drive/Orlando

★★★★☆
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  • 12401 International Dr

    Orlando, FL 32821

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  • 407-238-5000

About Sheraton Vistana Villages Resort Villas, I-Drive/Orlando

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Daily 24 Hours

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To start, I will say that the hotel is in an excellent location, the pools are very nice, and the room was exactly what we wanted, but the service was unacceptable.

Shortly after we checked into the room, my daughter flushed the toilet in the bathroom and feces from a previous tenant floated out of the toilet. Water poured out and my partner had to wade through the mess to turn off the water at the source. We called the front desk and someone came and plunged the toilet and used towels to clean up the water, but no one mopped the floor or did anything to sanitize after having feces float through the room. Having this happen indicates that the room was never cleaned between tenants or the housekeeping crew would have noticed the clogged toilet.

The next morning, we called the front desk again because the carpet in the 2-bed room was soaked from the overflowing toilet and it was starting to smell. The maintenance crew came in and replaced the padding in the carpet and used blowers to dry out the carpet. They were in our room at 8am and said they'd be done by 2. They had to move all the furniture and take one of the beds apart in order to fix the carpet. Being in the room early was not a problem because we all left, but they were still there at 5 when we returned and did not leave until after 8pm. They put the furniture back and the bed back together, but they did not have anyone make the bed or bring in linens, so my daughter slept on a bed with no linens that night. The housekeeping that day consisted of someone dropping off some towels, leaving them on the dining table and not even bothering to hang them in the bathrooms, as is customary in all hotels.

The next day, when we returned at 5, the room had not been cleaned ... my daughter still had no linens on her bed. I called the front desk and they said they would send someone over. We left the room for 1.5 hours to give them a chance to clean, but when we returned, the room had not been touched. I called the front desk again and they said, "sorry, we can't have someone clean it tonight, but we'll send someone over at 10am tomorrow to do a thorough cleaning." We were checking out at 10am the next day so that was not good enough. They offered me $25 to compensate for their mistake. I did not accept that offer and talked to a manager.

The housekeeping manager and his director came to our room and talked to my partner about the issues. They also had a cleaning crew come in and make up the room properly. For the first time that stay, we were given wash cloths and enough soap for all the sinks (we had been moving two bars of soap back and forth as needed prior to this and were always short on towels). After a good discussion, the director said they would compensate us for the $40 cleaning charge and one night's stay.

When we checked out the next morning, the comped the cleaning charge but not the night's stay. They used the excuse that Bernadette (the director) was not in so she could not verify the problem. They told my partner to call later in the day, which he did. At that time, they said that they had comped the one night stay when we booked the room and he explained that the two issues had nothing to do with each other since they did not know they would give such bad service PRIOR to our stay.

As of right now, even after leaving messages and being told we would receive a phone call, no calls and no credits have come from the hotel.

1
★☆☆☆☆

To start, I will say that the hotel is in an excellent location, the pools are very nice, and the room was exactly what we wanted, but the service was unacceptable.

Shortly after we checked into the room, my daughter flushed the toilet in the bathroom and feces from a previous tenant floated out of the toilet. Water poured out and my partner had to wade through the mess to turn off the water at the source. We called the front desk and someone came and plunged the toilet and used towels to clean up the water, but no one mopped the floor or did anything to sanitize after having feces float through the room. Having this happen indicates that the room was never cleaned between tenants or the housekeeping crew would have noticed the clogged toilet.

The next morning, we called the front desk again because the carpet in the 2-bed room was soaked from the overflowing toilet and it was starting to smell. The maintenance crew came in and replaced the padding in the carpet and used blowers to dry out the carpet. They were in our room at 8am and said they'd be done by 2. They had to move all the furniture and take one of the beds apart in order to fix the carpet. Being in the room early was not a problem because we all left, but they were still there at 5 when we returned and did not leave until after 8pm. They put the furniture back and the bed back together, but they did not have anyone make the bed or bring in linens, so my daughter slept on a bed with no linens that night. The housekeeping that day consisted of someone dropping off some towels, leaving them on the dining table and not even bothering to hang them in the bathrooms, as is customary in all hotels.

The next day, when we returned at 5, the room had not been cleaned ... my daughter still had no linens on her bed. I called the front desk and they said they would send someone over. We left the room for 1.5 hours to give them a chance to clean, but when we returned, the room had not been touched. I called the front desk again and they said, "sorry, we can't have someone clean it tonight, but we'll send someone over at 10am tomorrow to do a thorough cleaning." We were checking out at 10am the next day so that was not good enough. They offered me $25 to compensate for their mistake. I did not accept that offer and talked to a manager.

The housekeeping manager and his director came to our room and talked to my partner about the issues. They also had a cleaning crew come in and make up the room properly. For the first time that stay, we were given wash cloths and enough soap for all the sinks (we had been moving two bars of soap back and forth as needed prior to this and were always short on towels). After a good discussion, the director said they would compensate us for the $40 cleaning charge and one night's stay.

When we checked out the next morning, the comped the cleaning charge but not the night's stay. They used the excuse that Bernadette (the director) was not in so she could not verify the problem. They told my partner to call later in the day, which he did. At that time, they said that they had comped the one night stay when we booked the room and he explained that the two issues had nothing to do with each other since they did not know they would give such bad service PRIOR to our stay.

As of right now, even after leaving messages and being told we would receive a phone call, no calls and no credits have come from the hotel.

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This is a beautiful property. The rooms are tastefully appointed, the staff courteous. Most suites are privately owned, but impeccably maintained as a timeshare.

4
★★★★☆

This is a beautiful property. The rooms are tastefully appointed, the staff courteous. Most suites are privately owned, but impeccably maintained as a timeshare.

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This timeshare resort has something for everyone...beautiful pools and lots of activities. The newer condos are much nicer than some of the older ones. We stayed in an older one several years ago and then a newer one last year...it was 100% nicer! The resort is very clean; pools are often crowded though. I would recommend staying here rather than just getting a hotel room...it is so nice to have a full kitchen even if no one wants to cook!!

5
★★★★★

This timeshare resort has something for everyone...beautiful pools and lots of activities. The newer condos are much nicer than some of the older ones. We stayed in an older one several years ago and then a newer one last year...it was 100% nicer! The resort is very clean; pools are often crowded though. I would recommend staying here rather than just getting a hotel room...it is so nice to have a full kitchen even if no one wants to cook!!

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This was an amazing resort! My husband and I stayed here on our trip to Orlando a few years ago before we had kids and we loved it! The staff was so friendly and helpful and went out of their way to make our stay there very nice. Our room was beautiful and had everything we needed including a refrigerator and a washer and dryer. The resort had several beautiful swimming pools and spas, volleyball courts, a gym, restaurants. If I did not want to I didn't even have to leave the resort. I would love to go back again.

5
★★★★★

This was an amazing resort! My husband and I stayed here on our trip to Orlando a few years ago before we had kids and we loved it! The staff was so friendly and helpful and went out of their way to make our stay there very nice. Our room was beautiful and had everything we needed including a refrigerator and a washer and dryer. The resort had several beautiful swimming pools and spas, volleyball courts, a gym, restaurants. If I did not want to I didn't even have to leave the resort. I would love to go back again.

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This resort is gorgeous. We stayed here thru a time share program. The views of the fountains are terrific. The pools are huge. There is alot of kids activities (parks, swings, etc) they have their own stores and bars in the resort. A+++

5
★★★★★

This resort is gorgeous. We stayed here thru a time share program. The views of the fountains are terrific. The pools are huge. There is alot of kids activities (parks, swings, etc) they have their own stores and bars in the resort. A+++

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We stayed at Vistana villages as part of a time share offer. We went to the time share meeting and declined to buy, but accepted a program to stay there for a week.

We did not recieve maid service the week that we stayed there, and when we checked out we mentioned it. To make up for it, knowing that we lived only 2.5 hours away they gave us a gift certificate for 3 nights 4 days that was good for 2 years. We are going again this weekend to Orlando and it's great to know that we don't have to pay for lodging! The customer service was great!

4
★★★★☆

We stayed at Vistana villages as part of a time share offer. We went to the time share meeting and declined to buy, but accepted a program to stay there for a week.

We did not recieve maid service the week that we stayed there, and when we checked out we mentioned it. To make up for it, knowing that we lived only 2.5 hours away they gave us a gift certificate for 3 nights 4 days that was good for 2 years. We are going again this weekend to Orlando and it's great to know that we don't have to pay for lodging! The customer service was great!

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Editorial from

Sheraton Hotels and Resorts provide families with exceptional customer service in a relaxed and clean atmosphere. Sheraton Hotels accommodate families...

 

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