Rated 4 out of 5 by Governor DISAPPOINTED WITH THE VIP CHECK-IN AND IGNORING OUR VILLA REQUEST WHEN WE RESERVED 8 MONTHS IN ADVANCE!
We are owners, who have been visiting Vistana Resort for the past 28 plus years, using it as "our home away from home." This is what we tell everyone that we talk to about our experience. However, ever since Starwood took over management, we have been forced to reserve our vacation dates at least eight months prior to arrival, which we have adhered to. However, at the time of making the reservation and again, a week or so prior to our arrival, when we received a call from Owner Services, we made the same ONE request to allocate us a premium one bedroom villa on the GROUND LEVEL (since we are seniors and prefer this) and ask, only if possible, to give us a particular villa in the Cascades area.
This year, we made the same ONE request. This request was completely ignored, despite the fact that the concierge had the relevant notes in his hand during our so-called VIP check-in, but we were allocated a premium one bedroom in the Cascades on the 4th level. After we pointed this out, the gentleman disappeared for 15 minutes and managed to find us a villa on the ground level. This happened to be a "Handicap" villa and we were astonished that management would block off a handicap villa for three weeks for people who are NOT handicapped. We had to wait for another 2 hours before our villa was ready for us and this wasted our entire day on arrival.
Our No. 2 disappointment is the VIP check-in process. The idea of the VIP is to be treated as one and to be able to at least be given our Villa no. and other pertinent materials (even if the villa is not ready at the time that we arrive). People arrive from all over the world at different times during the check-in date. Admittedly, we had been informed earlier, that the VIP check-in does not open until 1.30pm...what good is that if one is to be considered a VIP?
We might as well had gone to the regular Check-in desk and waited or returned after some grocery shopping to pick up our keys. It seems the only thing different from the regular checking in was a piece of paper which we had to sign in order to confirm the terms of the 3 day VIP package that we had agreed to accept. This paper could have easily been signed by us at the front desk. We should not have had to hang around in one room for most of the afternoon. In other words, with this kind of process, the term "VIP" loses all meaning.
This was the only negative experience that we have had, but not the nicest way to start our vacation in our "home away from home".
April 6, 2016
Rated 5 out of 5 by Vinny68 Almost perfect stay
Villas and grounds are extremely nice and staff is very friendly. Was impressed by the number of staff always working to keep the grounds so clean. Lots of pools and entertainment options but the food in the restaurants was just average. Heard good things about their pizza but never had a chance to try it. My wife and kids loved shopping at all 3 outlet malls and the big regular mall which were all very close by. Tons of restaurants in the area to choose from and all of the theme parks are close as well. The only disappointment was our particular building's VERY close proximity to the interstate. We were in building 55 in the Fountains section and the back of our building was easily within 100 yards of Interstate 4. The road noise was so loud and clear in the villa that I was continually checking for an open window or door. The noise made sleeping very difficult in the master bedroom. Road noise was much less bothersome in the 2nd bedroom which is at the front of the building and my kids had no problems sleeping there. Other than that our stay was just about perfect and if we return to this resort, we will definitely request a villa further from the interstate.
March 25, 2016
Rated 4 out of 5 by Jonny6869 good resort and best staff
From the beginning to the end of our six day stay the resort staff (especially the manager on duty Ms. N) made us feel so special and comfortable.
Room for improvements in cleanness of the room and Zimmies restaurant food station.
March 21, 2016
Rated 4 out of 5 by Eckrat Tacky Tiki needs help
45 minute wait, not 10 as we were told. Overcooked & incorrect food.
Need servers or runners
March 21, 2016
Rated 5 out of 5 by Canadiandave Great vacatiom
Wonderful resort. Wow rewards need to go to Andrew and Christina at the Casades bar for making our holiday the best. They are friendly, took the time to chat and brought us our good food and drinks everyday we were there.
Dave & Wendy
March 19, 2016
Rated 5 out of 5 by Junior61 The resort was good.
Had a great time. The gym facilities coul improve with more equipment.
March 12, 2016
Rated 4 out of 5 by Edw71 lake buena vistna resort
Staff and resort were friendly and capable. Groinds and villas kept in goid condition. Clean, modern and capable staff are important to me.
March 6, 2016
Rated 5 out of 5 by jensen4 winter break
Great getaway for family.
February 18, 2016
Rated 5 out of 5 by Tangodancer100 First time at Lake Villas
We spent one week at the Lake Villas, room 1829, and the experience was beyond our expectations. I mention the room and location of the villa because not all rooms are the same. We had a two bedroom villa with screened balcony overlooking a pond with a fountain - lovely. The unit had cathedral ceilings and the master suite was huge. An in room washer/dryer was terrific to have. The unit was exceptionally nice and the location at Lake Villas was quiet and off the beaten path, so to speak. The check-in experience was efficient and the staff very helpful. based on our experience, we definitely recommend this resort!
February 16, 2016
Rated 2 out of 5 by Slyfox Close to Disney
We arrived at night and the signs for registration were poorly marked. Check in/out took entirely too long and the information given was not helpful. The narrow stairs (no elevator) to the room were difficult with large, heavy bags. Mid-week housekeeping didn't show up on the day scheduled, even after calling the desk and being told they'd send someone. The fixtures in the bathroom were falling off the wall and visibly in need of repair. Kitchen was missing some necessary items. There wasn't enough parking available at times. Service in all areas was painfully slow and unfriendly. The food/drink quality was poor and overpriced for what it was. However, the beds were comfortable and the pool areas had clean towels and chairs available at all times, so all was not lost! Location is great for Disney.
February 8, 2016
Rated 5 out of 5 by Ozzie0601 what a great vacation
Beautiful facility... fantastic Staff...can't say enough nice things... want to give a shout out to Edward from the fun team... such a great guy ! It was a pleasure speaking with him ...He is an asset to your team... he does a great job and he has a fantastic personality.... two thumbs up for Edward !!!
February 7, 2016
Rated 5 out of 5 by Plummy Excellent
The villa was very nice. Screened in patio, best ever! Grounds well manicured. Staff friendly and professional. Security patrolling the grounds made me feel safe where I would walk at night. I will return again.
February 2, 2016
Rated 4 out of 5 by Di2525 First Visit to Sheraton Vistana
This was my first visit here and I enjoyed the stay very much. The facilities are great. The room was adequate. I do wish they provided more local shuttles and the food options are not very good. Mostly pub style food and pretty much all the same at each of the places. Great staff for the most part.
January 31, 2016
Rated 5 out of 5 by Beerwolf Legacy Owner Review
We have been staying here for over 14 years and we keep coming back because we know that our stay will be excellent. The Villas are always clean and in excellent condition. The staff are very responsive to our needs/requests. The Vistana is centrally located, making travel quick and easy to go anywhere. Local amenities abound with more being added every year. The grounds are always well groomed and inviting. The addition of the new BBQs is welcomed to an avid BBQer, like myself. If the Vistana wasn't excellent we would not come back each time.
January 31, 2016
Rated 2 out of 5 by Ams77 Great facilities but lack of recognition for platinum and poor service
My family and I stayed here in 2015, as amazing as the facilities were, the recognition received from the staff and lack of information provided was extremely disappointing. We were not given anywhere near the relevant information upon check in - for example the availabilities of free shuttles on site, wifi, water bottles provided, facilities and locations, etc. It meant that our 3 day stay was not used anywhere near as effectively as it could have been. The resort is massive hence walking in and out is a pain - they had free shuttles but not once were we informed. Also discussed several times to have bottles sent to room - waited over an hour twice and did not get them - came back to hotel to find them outside and warm! Very disappointing with service provided despite being a platinum member.
January 14, 2016
Rated 4 out of 5 by DoreenB PLEASANT STAY
Although I was only able to stay for 4 nights, I did enjoy my visit. The staff was very pleasant and responsive. I would have preferred that housekeeping made up my villa in the morning rather than after 3 pm. There are a few restaurant options which served mostly pub style food and salads. The food was okay; would recommend the burgers. I will definitely return!
January 12, 2016
Rated 5 out of 5 by Honeyhawk Beyond Our Expectations
Wow! This place is amazingly gorgeous! I booked a 2 bedroom villa for a week to visit Disney and celebrate our daughter's 19th birthday. We checked in yesterday to find our room amazingly spacious, beautifully appointed, and very clean (I did a white glove test with a wash cloth, and was amazed at how clean every room was). The beds are super comfortable and the linens crisp and clean. We have a lovely water view and have enjoyed watching all the various water birds as they visited throughout the day. Not to mention all the other animals that call Vistana home!
Check in was a breeze - and everyone was so thoughtful and kind. After unpacking and freshening up after a long day of travel, we went to Zimmie's for a late dinner. The steak was so-so, but the salads were dynamite!!
The pools are clean and perfectly tempered. The gym closest to our room is spectacular. The marketplace has everything you need (plus a little more).
We're close to every attraction and grocery shopping.... This is turning out to be the BEST vacation we've had in a very long time (and we travel often).
And the best part? When my husband and daughter hugged me and said, "Good job!" We will definitely be back :)
January 9, 2016
Rated 5 out of 5 by Alfredojc My First Time here
It was my first time staying at this hotel and all I can say is that it has been one of my best stays in Orlando. We had a 2 bedroom suite and is perfect for a family. The staff was wonderful and did everything possible to make sure I had a good time during my stay.
January 5, 2016
Rated 4 out of 5 by Citygirl73 Good option for families
The villa was roomy with very comfortable beds, and the kids loved the pools. The location is convenient to Disney and outlet shopping. However, the Wi-Fi was extremely weak and spotty--it was impossible to do work and even difficult to do online check-in for our flight. This was a frustrating downside to staying here. And be prepared for the timeshare pitches--we kept getting calls despite my telling them at check-in that we were absolutely uninterested.
December 30, 2015
Rated 5 out of 5 by dianez Vacation to Disney
This resort was exceptional for both families and individuals traveling for business
December 19, 2015
Rated 1 out of 5 by Olek Worst Hotel in Orlando
We are regular visitors to the Orlando Parks. We usually stay at other SPG properties but this time we tried this speciffic hotel. Worst decission ever:
- They try to sell you the resort every day
- Rooms where not clean
- Breakfast was terrible and plates were dirty
- Staff was completely unresponsive and with no regards to guests
- Rooms were very noisy
December 8, 2015
Rated 4 out of 5 by Lynne59 Had a great stay at this resort
Room was very clean and updated and we were close to the pools,general store, and restaurant. All of our best stays in Orlando have been at Sheraton properties.
December 7, 2015
Rated 4 out of 5 by Samaja Quality as always
Great time in our resort.
Twenty years and the quality is as good as always
December 7, 2015
Rated 2 out of 5 by 24DegreesC Customer Service 101
The worst ever check in process at the Sheraton Vistana Resort on Saturday November 21st, 2015. After a long day of travelling we looked forward to our home away from home. As we stood in line, the girl behind the counter that was serving a family, shouted out, "check in is over there!" I was hoping to hear, Welcome home, I'll be with you shortly. My wife answered, "I'm sorry is this not the Diamond check in lane?" Then we were ignored. Great way to start off our vacation. We have had many great experiences at the Sheraton Vistana Resort and this one really bad one. I wish there were video cameras for training purposes on what not to do as well as what to do. Glen V, GM, it's up to you to educate your staff to ensure each guest enjoys their experience at your resort. We are spending our hard earned dollars which I'm sure you appreciate being spent at your property. Without us, there's no you!
November 29, 2015
Rated 5 out of 5 by angeddan Wonderful place to stay
I enjoyed the resort, the staff very friendlly.
November 24, 2015
Rated 5 out of 5 by angeddan The resort has great amenities
I had a wonderful stay, looking forward to returning
November 24, 2015
Rated 4 out of 5 by GIBI RESORT REMAINS VERY CONFORTABLE
HIGHLY RECOMMENDED TO IMPROVE THE INTERNET CONNECTION IN THE ROOM. YOU GET THE "CONNECTED SIGN" BUT DOES NOT FUNCTION. LAST 2 DAYS DINING ROOM BECAME A "SWIMMING POOL" IN CONNECTION WITH WATER LEAK ON THE TOP FLOOR, WHILE WE WERE STAYING ON THE GROUND FLOOR.
November 21, 2015
Rated 5 out of 5 by rtp7481 Wonderful Stay
My family had a wonderful time exploring the different pools in the different phases.
November 17, 2015
Rated 5 out of 5 by peterpan1956 Nice furniture and layout
Always use SPG and this was a very Nice property.
November 15, 2015
Rated 4 out of 5 by Annualorlando2015 Family visit
Overall very good accommodations!
November 14, 2015