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“beautiful resort, but bad service all around. except one employee.”

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Sheraton Vistana Resort - Lake Buena Vista
Ranked #69 of 340 Hotels in Orlando
Certificate of Excellence
GreenLeadersGold level
Reviewed September 23, 2013

For my daughters 25th Birthday, we spent a week in Orlando and stayed at the Vistana Resort. We weren't too pleased with the poor service provided, such as guest services, front desk, and even bell stand. But, we didn't allow that to ruin our vacation, and the reason for that is because of just one employee that stood out. We met a wonderful driver named Sammy who works for the transportation company contracted with the Resort, and I just want to say that we fell in love with his service, smile, and spirit. He was very helpful with any questions we had, he gave us a lot of tips and recommendations on what to do and where to go, and lastly, we felt like he was already family. What a great gentleman. Sammy is responsible for us enjoying our stay at the Resort and I hope he is appreciated enough by his managers, supervisors, and co-workers. If and when we visit Orlando again, we might consider the Vistana if it means seeing him again. And to anyone else planning to visit there and needs transportation, ask about Sammy and his Blue Horizon Transportation team.

  • Stayed: September 2013, traveled with family
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2  Thank Cheryl M
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 September 27, 2013

Thank you for taking the time to write and share your experience with Trip Advisor.
We are very sorry to learn that our service at the Front Office/Bell Staff was poorly handled, and we did not meet your expectations here.

Overall, our team is very caring and service oriented, coupled with courteous and professionalism. I am hopeful you have already shared your experience with our Guest Services Team or use the Voice of the Customer to express your disappointment. Our Management Team takes these comments very seriously as they are received by our Manager on Duty, Hotel Manager and the General Manager, who personally address any/all reported issues.

We will definitely share this warm, positive and sincere accolades with our Blue Horizon Management for Sammy.
It is a delight to receive such compliment for his service and loyalty.

We are looking forward to host you again!
Best Wishes
Resort Management Team

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Reviews (6,453)
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2,702 - 2,708 of 6,456 reviews

Reviewed September 22, 2013

We booked a two bedroom for 2A 1C for a three night weekend getaway. We arrived early to our hotel and had no problems checking in early. We love our modern updated room, but quickly realized that we needed to be in a kid friendly area. The front desk...relocated us to the Fountains area upon my request. (Thanks to another Trip Advisor reviewer who mentioned this kid friendly zone!)

Why only three stars? Our floor was dirty from the kitchen to the back bedrooms. We had mold on one toilet paper roll. We also one spot of mold in the main shower. The stairwell leading to the pool had broken lights as well as a nice wasp nest. We were also disappointed was the quality of food at the tiki bar. The wings were fatty and I wouldn't exspect canned cheese sauce on our nachoes.

It wasn't all bad through! They had great beds with decent pillows. The pool area was clean, and had plenty of shaded areas. They also had stainless steel gas grills, so that we could BBQ. We loved the gym that overlooked the pool area. Everything was in working order.

We travel to Orlando from Tampa about every six months and have stayed at three of the Marriott Vacation Clubs, The Fountains Bluegreen Resort, and now Sheraton Vistana Resort. We love Marriott but the price has to be right. The Fountains beds were so uncomfortable, & the room was dirty. We will never return to The Fountains Bluegreen property because the room was really that bad. I'd still recommend Sheraton Vistana Resort and would stay there again.

Room Tip: If you have a family, request an area near one of the larger pool areas. Our first room was near one...
  • Stayed: September 2013, traveled with family
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1  Thank TPPChef
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 September 27, 2013

We thank you for sharing your experience and valuable comments with Trip Advisor.
Please accept our sincere apologies for the “less than pleasant” villa experience, regarding your villa

Your comments have been immediately escalated to Management Teams for awareness and needed focus.
At the Sheraton, our mission is to ensure our guests are safe and comfortable.
Thank you for your honest feedback and kind recommendation for the Sheraton Vistana Resort.
You have our pledge, your next visit will be unparallel and memorable.
Looking forward to host you again soon for an entire week! or more.
Best Wishes,

Resort Management Team

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Reviewed September 21, 2013

Our party of 6 have just stayed 10 nights at the Sheraton Vistana Resort and thoroughly enjoyed our stay. As this stay was during our 3rd week of our 4 week trip to the USA, we opted to have 2 - 2 bedroom villas (for the extra space) and emailed the resort a week before our visit to see if we could get villas in close proximity. Our request was granted when on check in we learned we had adjoining 3rd floor villas in the Fountains section of the resort.
The villas are very spacious and in excellent condition. On the 3rd night we had an issue with our air conditioning, the next morning I phoned about this and within an hour the problem had been rectified. A team member from the maintenance department even called to ensure the problem had been fixed.
We spent some time at the Fountains pool, which after a long day at Disney or shopping was a great place to cool off. The snacks and drinks from Shaka Shack were also good.
All the staff we encountered each day were friendly and helpful.
The resort is very to the Disney Resort, there is also a Walmart just down the road and 2 Outlets shopping malls in close proximity.
If we ever get the chance to again visit Orlando I would choose to stay at the Sheraton Vistana Resort. Thanks Sheraton Vistana we had an awesome time!!!

  • Stayed: September 2013, traveled with family
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2  Thank Hawaii6
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 September 27, 2013

We are delighted that you enjoyed your vacation time at the Sheraton Vistana Resort.
Thank you for sharing your feedback, observations and impressions with Trip Advisor.

Our team work very hard to maintain the aesthetics of the resort, villa and grounds.
Your comments are valuable and will be shared with the Management Team for accolades to the staff who truly made a difference!
Thanks again for choosing the Sheraton Vistana Resort. We look forward to welcome you home soon.
Best Wishes,
Resort Management Team

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Reviewed September 21, 2013 via mobile

Stayed there with family for the 5th time and again had a great experience. Service seems do get better and better. Rooms are renovated and well equipped. Love the 2 bedroom - feels like a 2nd home. Hope to come back again soon.

  • Stayed: September 2013
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Thank ExigentTraveller
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 September 27, 2013

Thank you for sharing your feedback with Trip Advisor.
We appreciate your time to share your experience at the Sheraton Vistana Resort.

We are so glad you felt right at home at the Sheraton. It was our pleasure to serve you, and we look forward to host you again soon.
Best Wishes,

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Reviewed September 21, 2013

We stayed in a 1 bed for two weeks in the cascades. All our requests were met and we declined a welcome talk when we checked in. A timeshare sell is not something you want to listen to after a 9 hour flight! The room was spacious with a good range of kitchen utensils. Everything was clean although the shower could have been cleaner. There was a make up area in the bedroom with a sink and another sink next to the bedroom. There was also a jacuzzi and a screened off balcony. They do not supply washing powder so if you intend to wash some clothes, bring yours. We bought a small pack for $1.99 at the market place. We ate several times at the pool side at the cascades. The food was fine! Affordable and tasty. We had no issues with the wifi. we could use iit on the ipad and laptop at the same time free. Good location 5 - 10 minutes to all theme parks. walmart 5 mins away and publix as well. They called us twice during our stay to ask if we would be interested in a presentation and we politely declined each time. there was no hard sell and they didn't not bother us again. they only leave messages on your phone with information of events/offers at the resort. if you are not expecting a call from family and friends then don't listen to it! Unfortunately we didn't get to see the rest of the resort but we will be back and will definitely be recommending it to our friends and family.

I have given it 4 stars as the sofa bed was not too comfortable.

  • Stayed: September 2013, traveled with family
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1  Thank BrownsugarIrish
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 September 27, 2013

Thank you for selecting the Sheraton Vistana Resort to spend your vacation.
We also thank you for sharing your experience and expressions with Trip Advisor.

Delighted that everything worked in your favor and you enjoyed your accommodations and amenities.
Your valuable feedback is important to us. We are hopeful you will give us an opportunity to address all your concerns prior to leaving the resort.
It is our mission to resolve issues immediately and ensure our guests are safe and comfortable.

Thanks again for sharing this recommendation with others who are searching for the best resort in Orlando.
We look forward to host you again soon, hopefully you will get an opportunity to explore the rest of the “amazing Sheraton” which was recently fully renovated for your enjoyment.

Best Wishes,
Resort Management Team

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Reviewed September 21, 2013

We have stayed in quite a few of the Starwood Group time shares. This one is the nicest villa so far. It's well appointed and very clean. There is not much else to say except we are very happy with the villa.

Room Tip: Ask for a room with a deck overlooking a lake.
  • Stayed: September 2013, traveled as a couple
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Thank ClamTom
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 September 27, 2013

Thank you for being loyal to the Starwood Hotels and Resorts.
We appreciate your kind feedback and comments shared with Trip Advisor.

At the Sheraton,our mission is to ensure all guests and owners are safe, comfortable and satisfied with their accommodations.

We look foward to host you again soon.
Best Wishes
Resort Management Team.

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Reviewed September 21, 2013 via mobile

Stayed in a 1 bedroom in the cascades area. It was great! The pool has lots of fountains designed for young children to play in(my 22 month old, LOVED IT) and the grounds were clean and well managed. The room was large enough to accommodate the 3 of us comfortably and it was nice having the bedroom separately so we didn't need to be in the room as our little guy went to sleep and worry about keeping him up. The room was MOSTLY clean but there was a couple small but noticeable stains on a window treatment and the vents on the floor were in need of a deep clean. Besides that though, had a great time. The location is pretty central to all the many many things to do in orlando and especially close to downtown Disney which is a great spot to check out also.

  • Stayed: September 2013
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Thank MunktopiaJD
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 September 27, 2013

It is a delight to read of your warm and positive feedback on your recent trip to the Sheraton Vistana Resort.
We thank you for taking the time to write and share your expressions and experience with Trip Advisor.

Your comments regarding the villa were immediately share with our Executive Housekeeping Team for awareness and needed focus.
Overall, we are pleased you enjoyed your stay with us and loved your spacious and comfortable accommodation.

Let our staff oversee your next vacation location and always rest assured, it’s our pleasure to serve and delight you.
We thank you again for the kind recommendations.
Best Wishes,

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This response is the subjective opinion of the management representative 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:
Location: United States > Florida > Central Florida > Orlando
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center 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: $134 - $333 (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
Sheraton Vistana Resort Florida
Sheraton Vistana Resort Orlando Florida
Orlando Sheraton
Sheraton Vistana Florida
Sheratons Vistana Resort

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