Rated 1 out of 5 by NotReturning Underwhelming Customer Service
My boss and I checked in for a two-day conference. The poor customer service began at check-in and continued through check-out. Boss was offered 500 rewards points for no maid service (which she accepted), I was not. I did not have a 'do not disturb' sign in my room so I went to the front desk and personally requested no maid service. Both of our rooms were cleaned.
Boss's meal was so over cooked and tough that she requested another chicken breast. It took longer to cook than the first one and was just as over cooked and dried out. The waitress apologized and asked if she could bring another glass of wine (it sounded like a comp offer). When my boss accepted she was informed that Happy Hour ended 2 minutes ago so this glass would be full price. When the restaurant manager did finally stop by the table he was totally disengaged and dismissive of our concerns with the meal.
Prior to dinner, the fire alarm was going off in my boss's room, so she stopped by the front desk to inform them. After dinner we stopped by the front desk make certain it had been taken care of and were told, "It should be." Umm, yes it should, we want to know that it has! The gentleman disappear for a few minutes and then yelled across the lobby, "It should all be good." Again, it was not a matter of SHOULD, we wanted to know that it had been taken care of.
I think the location of the property, the parking, the great conference space, and the ambiance were wonderful. Sadly the abysmal customer service overshadowed everything else. I tried to share my concerns at check-out but my comments were met with an, "Oh, ok." Since I don't think this level of customer service is "ok" I won't be coming back to this property.
July 18, 2014
Rated 5 out of 5 by Shellie Loved it
What a nice surprise!
I really enjoyed this Sheraton and my room.
The staff was so friendly too.
June 28, 2014
Rated 4 out of 5 by Schwab1021 staff needs improvement
The hotel was very clean and attractive. However, the young gentlemen that checked us in was very impersonal and did not go over any of the hotel details such as Wi-Fi. I had to go back down to the counter to enquire. When we mentioned an outlet not working, the maintenance staff was sent up quickly. The bathroom sink had NO counter space. There was NO counter space in the bathroom at all. I noticed that the room was marked for handicap, so that may be the reason, but I had not requested such a room. On the 2nd day, the cleaning staff did not replace the coffee cup or coffee packages. Also, I would like to have had real coffee cups instead of the paper, burn your fingers, type. The dining room staff on the evening of the 21st was very very slow. The bartender on the evening of the 21st was great. The bartender on the 22nd not so great. Overall, a good stay. I guess I just expected more for this type of hotel.
October 26, 2013
Rated 4 out of 5 by mjbf2002 Needed a relaxing hotel for pre-interview jitters
I was staying just one night at this hotel prior to a big interview for a new job. As always I seem to find the little things that can make the difference between a OK stay and a great stay. First, my keys would not open my suite door. I called down and a very nice you lady came up and also had trouble getting my door open. We finally got it open and she called maintenance to come look at it.
The suite was huge (I've had apartments smaller). I went into the living room and turned on the TV...no NBC (Sunday night football). I called again downstairs and the service rep was so polite. Again the Maintenance guy came up and worked on the TV. He could not get it working with the existing remotes, but left one that would work.
My only complaint was the carpet. It was in terrible condition and really is beyond cleaning. Just needs to be replaced. But everything else was wonderful, beautiful and restful.
November 23, 2012
Rated 2 out of 5 by Joe25 This hotel needs a renovation
Rooms and hallways are very dirty. Carpet throughout hotel is dirty as well. Bathroom door in room does not lock. We are required to stay at this hotel from year to year with a group we are with. The bathroom doors did not lock the year before either. We asked for an extra blanket which the hotel was unable to supply. The breakfast was horrible. We were very disappointed.
September 3, 2013
Rated 5 out of 5 by AOAZ great stay
Teer was great, housekeeping was also great...would have like better food offerings and a gift shop. but overall, we had a great time, especially liked location away from all the bustle of international drive, but right off of I 4 to easily access attractions. we enjoyed location being close to Eatonville, the birthplace of zora Neale hurston
April 8, 2014
Rated 5 out of 5 by masterchief Granddaughter grad from UCF
Everything from check in to check out was excellent. When I asked questions of the staff they provided very knowledgeable answers.
Note: when you put a $5 voucher under our door for services/goods in hotel make sure it can be used at all places within the hotel. I tried to use the voucher at the Connection (Starbucks) in the lobby and they would not honor the voucher.
May 9, 2012
Rated 4 out of 5 by Rich92211 Old but Nice
This hotel was located near where I needed to be. So it was convenient for that purpose.
The hotel was showing its sign of age. We had two different reeboks and both were well worn, needed updating, and general freshening up.
We had one meal in their restaurant and it was just so so regarding the quality of the food, howver, the wait server was great!
March 15, 2014
Rated 3 out of 5 by janis Good location and free parking a plus
Good location but the property needs to take care of little details such as paint over the scrapes on the walls and funiture from the lobby to inside the room in addition, there were dings and scrapes all over the hallways from the elevator to the room that needed to be tended to. That made the property look a bit shabby. Bed was comfortable and pool area was good.
February 11, 2013
Rated 4 out of 5 by MikeNYC Great Hotel!
My daughter and I enjoyed our stay. Great pool. Convenient location for Orlando, Maitland, Winterpark and Altamonte area. Up-to-date facilities and friendly staff. This is a great location for business travelers or families wishing to stay at a nice hotel outside of the main tourist hotel areas in Kissimmee and Disney area but easily within reach via interstate-4.
December 14, 2011
Rated 2 out of 5 by Mvicens2000 Not happy
I was there for a special ocassion and request champagne at the room with strawberries and it wasnt there. I request pool view I dindnt get it, It was a big huge trade mill in my room and plus to make it worse the AC was working property. Really not happy at all with the service. Never was inform at the time to ck out ... and lady came knocking the door at 830 am
June 17, 2013
Rated 4 out of 5 by Rollinsparent No Hairdryers
I was shocked that there were no hair dryers in the rooms, even on the club floor. To make matters worse guest services did not have any to loan to guests. A hair dryer is a basic amenity I expect in all hotels, especially a Sheraton. My daughter had a special event at nearby Rollins College and was unable to style her hair- very upset over it.
March 17, 2014
Rated 4 out of 5 by Skoogie Beds are the Best!
The best was the most comfortable that I have ever experienced in any hotel.
The only thing that needed improvement was the amount of servers at the bar when we have cocktails (1) lines and wait too long and breakfast (1) with a helper on Friday. Since we were at a conference of 200 people, more attention should have been paid to our activities to accomodate.
October 31, 2012
Rated 2 out of 5 by Farmer1950 Your internet services are below par
I was part of a group of business people attending a training course nearby, and most of us stayed three nights. All of us complained that the wireless internet service was very poor, even on the Club floor where we expected better. It was not possible for most of us to get email on our smart phones. I did complain at reception, but there was no improvement.
November 5, 2013
Rated 4 out of 5 by PPS68 Nice hotel
The beds were comfortable, the room was big, they give you complimentary water which is great because Orlando water is terrible. BUT, the complimentary breakfast buffet was not great. Its hard to complain about free food but the eggs sat out there a while, there were no muffin choices just danishes, the pancakes had a crusty edge they sat out there so long.
January 22, 2013
Rated 5 out of 5 by Denise1058 Great place for the family
We made arrangements for our daughters and families to stay with us so they could run in a Disney 10 miler. The ride to the theme parks is not more than 30 min. without traffic so the hotel was convenient. It is also near Wekiwa park and Kelly Park (family tubing)if you want some outdoor time. Pam and Jonathan at the front desk. were very helpful setting up adjoining rooms and adding a day to our stay. The barmaid and waitresses were also very friendly. We had snacks and a breakfast that were very good. Kudos also to the attendants in the Club lounge. We enjoyed chatting with them and their service was super. Every room has a balcony although some are only wide enough to stand and look out. (I was able to dry our swim suits there on a rack unobtrusively.)The pool has a horizontal shower across the deep end and water spouts along the sides. Our grand kids loved it. The "grotto" hot tub was very attractive. Great place all around!
October 8, 2013
Rated 2 out of 5 by jeffz Terrible service at breakfast
I usually do not complain but your breakfast staff (or lack of) had at least 3 tables get up and walk off (including myself) after waiting for 20+ minutes with ZERO services (no water, no one coming over to take orders, etc) I would expect more from the Sheraton as I have never experienced this before with any of the Starwood Hotels. Extremely frustrated.
February 12, 2013
Rated 3 out of 5 by Sarahjo Noisy
Nearby freeway noise sounds the same if I had the door open or not. No insulation -- glass does nothing to buffer the sound. The lovely woman at the front desk tried to move me, but one room wasn't completely clean (looked like someone used the bathroom) and the othes were on the noisy side. For $30 more she promised me a better room. More of the same.?
November 15, 2012
Rated 4 out of 5 by traders141 every thing went wrong
Staff was courteous and helpful at each wrong turn.
Reserved on line, no reservation when we checked in. The room we were assigned had a treadmill in it and a man working on the a/c. 2nd room, after being assured it was a quiet room with a pool view, was over the exterior a/c condensers and we were looking square on at the roof! 3rd room was dark, we stayed in the4th room that we were offered. Could not sit/ relax and get a glass of wine til about 4pm. That evening we had drinks at the bar, the female bartender met our needs but she was very loud and gregarious with her friends at the end of the bar, to the point we had to halt conversation 2/3x because she was so loud. Next morning we were to have complimentary breakfast, my partner was told no and paid for his meal. he returned to the front desk to inquire and was told that when I came down I would not have a problem.I just wanted coffee to go and had to purchase it from the shop.
May 1, 2012
Rated 2 out of 5 by Meme13 Facility & Restaurant lacking
Facility - In need of a major update. Extremely tiired and overused.
Service - Not enough staff to take care of guests especially in restaurant. We left after waiting 45 minutes for food.
Food - Breakfast and dinner buffets offered are overpriced for the offering. Food quality is less than satisfactory. i.e. tomato soup was a cup of cold grease.
January 20, 2014
Rated 3 out of 5 by BlessedOne Needs improvment
For people who eat vegetarien food there is not much option to choose from. The cooks however did their best to make me something to eat. I am looking forward to get a palette of strong vegetarien food (vegan) offered at the menu at my next visit. As it is I could not even be offered a bread that I as vegan could "accept" to take in for breakfest.
March 12, 2013
Rated 4 out of 5 by VARoadWarrior Great Hotel
Great check in, and great room. Was there for a week and houskeeping missed room clean once. They took care of it at 6 p.m when I returned. Other than that.. nice, clean, comfortable rooms with plasma TVs. Great for business folks .. there is a nice gym in the lobby. Great for kids too!.
What a great place this is.. pool and close to everything.
September 10, 2012
Rated 3 out of 5 by nonenonenone11 Needs new furniture
Sheraton manual was sticking to the furniture which was pretty scratched up. Phone in room stopped working after 2nd day. Had to ask for a hair dryer and bottled water. Gift store charges $2 for a bananna while Starbucks in the same hotel charged only 55 cents! Time to look for another hotel.... awful view too - none really - looked at roof.
November 10, 2013
Rated 4 out of 5 by dBol One Problem
Everything was great except for the discount offered through the Star Hot program. You are given a discount of 50% that is taken back through the gratitutity. The waitress I had did not deserve a tip because she was so rude and inefficient that I never ate in the restaurant again. Apart from that incident, the hotel and staff was exquisite.
July 23, 2013
Rated 4 out of 5 by webgal318 Internet Connection Spotty
I had trouble with acquiring an Internet connection. I was in a room facing the highway and I wonder if the interference might have been a factor.
This was a great hotel with friendly personnel.
In spite of my Internet difficulties, I would still return.
One of my favorite things was having a coffee maker with Starbucks coffee in the room.
November 11, 2012
Rated 5 out of 5 by Rodrimi1116 Sheraton Orlando North
We have stayed at this hotel twice this year while visiting Orlando and Disney World. Although the hotel is about 30 minutes away from Downtown Disney is a nice hotel, very peaceful, good food and breakfast buffet is not expensive and the quality of he food is very good. We look forward to staying again next month close to New Year's Eve.
November 22, 2012
Rated 4 out of 5 by FigureSkating1 Guest Services is Wonderful
Hotel was recommended by the Figure Skating Complex we were at for a competition. Rates were good and Guest Services was out of this world, even the janitor walking down the hall greeted us. The only staff that needs work is the cleaning staff. They cleaned our room twice and both times took our dirty towels and did not leave clean ones.
April 18, 2012
Rated 4 out of 5 by AngJ Corporate Client of the Hotel
I stay at your hotel on average 2x a month for about (2) years now. Overall my experience has been satifactory. However, in the last few months I have noticed a decrease of maintance in the rooms. Leeky faucets, clogged toliets, cabinets doors hanging on their hinges, TV remote not working, food being left in the halls over 24 hrs., etc
December 19, 2012
Rated 3 out of 5 by Scott Will not be back.
We did not get the room we paid for. The staff could care less. We reserved a double queen. Which we ended up with a king. Being at a soccer tournament we needed the two queens. The staff said they would bring us a pull out. Well they never showed up.
Very disappointed with the service. First and last time we will stay at a Sheraton.
May 20, 2013
Rated 3 out of 5 by Clemsch Room change
Requested room 678 thru email. It was unavailable. Paula graciously placed me in 602. Unfortunately my experience with end of the hotel rooms at this facility means little water pressure and usually cold showers. I got moved to 678 after 2 days.
The front desk is great.
The Fitness Room TV is untunable and the floor is always dusty.
November 24, 2012