Rated 5 out of 5 by Kyle23 Incredible Staff and Hospitality!!
The Hotel Staff at this Hotel is the best we have ever experienced in Orlando. The service is great and the people are very nice & friendly. Special accommodations are made for Special Needs guests. My son Kyle will not settle for any other Hotel. The view and room service are also Great! Awesome Hotel Management!!
December 10, 2013
Rated 1 out of 5 by Rick29 In desperate need of an upgrade
I stayed 6 nights total. On the positives, the hotel is very close to Universal and included a free courtesy bus to the attraction. Free parking, free internet, and a nice pool area, a nice gym. On the negatives, the rooms! I was 'Upgraded' to room 2107, a room on the top floor, and somewhat larger than standard. The room reeked of cigarette smoke. It was so bad, that when we finally arrived home, the smell was in our clothes, our suitcases, on everything. The mattresses were old and uncomfortable, they even squeaked when you were sleeping. We had issues with lack of water pressure and the hot water practically every day. The cleaning of the rooms left much to be desired, specially the bathroom and tub areas. Towels were poor quality and looked/felt old. VERY DISAPPOINTING, fortunately will never stay here again. There are too many good SPG hotels in the area to put up with this old crusty hotel in desperate need of a complete face lift.
December 2, 2013
Rated 1 out of 5 by Gus72 NO HOT WATER
I was seriously disappointed with this hotel. The view and the room were great, the biggest issue I had with it was having to take cold showers. Had 2 kids taking a cold shower and we ran the water for at least 20 minutes hoping it would warm up and still nothing. NO hot water in the sink or the shower. Very disappointed and the only answer I got from front desk staff was "sorry about that" It's a Sheraton in one of the busiest cities in the US and to have to take cold showers was seriously disappointing. Would NEVER recommend this place nor would I return again. Also, why wasn't there a microwave or small fridge? Even a motel has those!
November 19, 2013
Rated 3 out of 5 by tony15 disappointed again
This is the third time I stayed at this hotel in the past two years and have yet to have an experience where I was completely happy. Getting charged a $10 a night facility fee was a surprise and was not listed anywhere. When I made reservation it was said that there was a $3.89 a night fee not $10. Little different in price there. Not to mention if you have a facility fee why not have the place working. I stayed on the seventh floor, needed ice so I went to the ice machine. There was a sign said out of order but listed other floors I could get it, no big deal because one of the floors was the 8th. So I get to that machine and it has a sign saying the same thing except that instead of the 8th floor it said there was a working machine on the 7th. Fustrated I went back to my room to call the desk to see if they could tell me where there was ice or if they could bring some up. I tried calling twice and my girlfriend once and no one ever picked up. So I went down to the front desk and told them I needed ice and the person at the desk stated that there where working machines on floors 2,4 ,10,12 and then listed a few more. a half hour after I started my journey I finally had my ice..
December 13, 2013
Rated 1 out of 5 by UniversalStudiosVisitor Poor Customer Service and Housekeeping
Housekeeping was not done on any of the 3 days of our stay.
Additionally, on another night, the battery of our door died & we were locked out of our room for 45min. Once in our room, we were told to leave the door open until it was repaired, which didn't happen for an additional hour and a half, and only was fixed after multiple calls & walks down to the front desk. Then, as an apology, a hotel representative brought up complimentary wine, but it was an hour after I told the front desk we were going to bed... overall, poor service at the front desk & a rude security guard really dampened our experience.
Luckily, management did compensate us with points to use towards a future stay, which helped make up for it. We were bothered multiple times, however, regarding the incident & resolving it, so for 2 days it became a source of stress.
December 10, 2013
Rated 4 out of 5 by Ken43 Hotel was convenient to Universal Studio which is where we were going.
I had reservations for 4 rooms; one on points and 3 to be paid using the birth rate plan. The lady checking us in seemed to have some problems. As it turned out I did not get my room clean for 2 days because I was not listed. Also one of my rooms was listed as a "no show." When this was brought to the attention of the staff the lady on duty apologized and worked to get everything straighten out, which she did. Bravo to her!! We had breakfast one morning in the dinning room and the breakfast we got the other mornings, at IHOP and Denny's were much better. Overall once the reservation issue was straighten out it was a good stay.
December 1, 2013
Rated 3 out of 5 by SPGmember22 Complete Disappointment
21st floor smells like smoke & I am allergic to smoke. When room doors shut it sound like people are slamming doors. Due to kids allowed to stay on top floors, it is impossible to get any sleep/rest. This hotel needs to consider having dedicated floors for business travelers and lower floors for the party/pleasure crowd. I checked out early and found a hotel with a quiet floor. I will not return
December 8, 2013
Rated 1 out of 5 by RandomGuest Terrible Service
I stayed at this hotel for 3 nights, for the first two days the key card did not work, I told the front desk people repeatedly to fix it but it took two whole days before they even did something to fix it. As a result, I was stuck waiting for about 15 minutes to enter the room (this happened twice). The room was not cleaned UNTIL the third day after I requested the front desk to have it cleaned. The water was not replaced until the third day. Finally, I had to make a big fuss at the front desk and then finally they started to take care of things. Will not stay at this hotel again.
December 2, 2013