Guest reviews Sheraton Vistana Resort Villas, Lake Buena Vista

by nicoleaY4717LY

Pricing is not what it seems

The room in itself was ok. The hotel is very well located near restaurants, Disney Springs and Disney. Unfortunately left very upset after my stay at this hotel. I was aware there would be fees upon arrival as my booking mentioned other fees to pay at hotel. When I checked in I was made aware that I would need to pay parking. I didn’t know I would need to pay parking but I assumed those were the other fees mentioned. I was ok with paying for the parking because I needed parking. The problem was when I arrived to checkout and was expecting a bill of $42 for my two nights of parking and was smacked with a bill of about $100 for parking and resort fees... A couple in front of me made a scene and was reimbursed the resort fee. I realized how uncomfortable the front desk employee was and didn’t demand a reimbursement like the prior couple but I did let her know that I understood why they were so upset because I was leaving just as upset. Mind you we are in COVID times so nobody is using gyms or pools yet I had to pay a resort fee for this “luxury”. Also it was between 45-60 degrees F during my stay, not a chance I was going to use the pool. Don’t be fooled by the low price you see at first. What you end up paying in parking and hotel fees you could stay at a better hotel. Emailed the manager to make the team aware that multiple people complained about the same issue because the fees weren’t clarified at check in.

by sl472015 Asheville, North Carolina

Not a 4 star hotel

Our stay was disappointing. Both restaurants were closed but our stay included at $50 restaurant credit which we were unable to use. The rooms are outdated, the outside of the building looked dirty and the lobby was noticeably not very clean also. Overall, the place just seemed very sad, empty and unattended to. - When we arrived, our room was dirty (crumbs all over the floor, dirty napkins, a straw, and a wrapper were on the ground). We requested a new room, which was cleaner but still felt like it wasn’t cleaned to normal standards, let alone COVID standards. We left for the day and when we arrived back at 2 am, our room key was deactivated. We had to go to the front desk to get new keys. After that, on our way up to the room, we had a gross experience in the elevator. My boyfriend actually slipped and fell in a puddle of PUKE... splattered all over the corner of the elevator. How is someone not cleaning/ monitoring these common areas at all times? Arriving back in the room, our toilet clogged twice. It did fix itself after a few flushes but the stress of clogging the toilet on the first use was annoying. The sheets did seem clean and the bed was comfy. We got woken up at 8am by construction going on above us. The construction went on all morning. Again, the lobby was also not very clean. Things like crumbs and stains everywhere, the issue with the elevator, at one point, there was actually a dirty/ used makeup brush sitting on the front desk for hours. I just don’t understand how the hotel employees aren’t noticing these things and making the place look more presentable. Upon check out, I asked for a refund of the resort fee because we were unable to use the amenities. They did refund us the $26 fee which was cooperative and nice but truly I think we should have been refunded much more. You do not allow a guest to check into a dirty room, have to fuss with reactivating room keys, and slip in puke in your disgusting lobby without offering them some sorta consolation. The pool did look awesome, though we were unable to use it because of the weather. It’s a good location if you’re going to Disney but not Downtown. Being dog friendly w/ no fee is a plus. The front desk agents were polite and helpful in solving our issues but like I said, I think we probably should have been accommodated to even more, considering the inconvenience and grossness of our stay but that’s a corporate issue. Marriott should be doing better. Would not recommend.

by ahutt66 Tennessee Ridge, Tennessee

Disappointed

Took the kid’s yo the parks. I planned to work but the internet was so bad I could not connect to work. Very few outlets to charge devices. Very dirty shower and floors. Very noisy. Constructions starts at 7 am.

by jon p Las Vegas, Nevada

covid affects

although a good stay overall disapointed that the restaurant and hot tubs not open Although the limited food choices available at the pool bar were just ok at best , the food quality was was far below what was available when the restaurant was open

by H7928ZProbertc

Dirty, Disgusting and a Safety Hazzard

Dirty, Disgusting and a Safety Hazzard We arrived at the hotel and while waiting to see if we could check in early, we used the lobby bathroom both men and women smelled so bad like sewage. Unable to check in we left to the park and returned about 9:30pm. We then tried to call several times at night and no answer and in the morning same thing no one answers that phone. The room was dirty and disgusting not even considering we are in COVID-19 times. The bathroom had mold on the shower curtains. The balcony had an old cigar that was not picked up and it was dirty. The hallways were so disgusting worse than a roach motel. The worst is the hazard, one of my family members is disabled and when they were going out to see the balcony the curtain was broken on the bottom and had a piece of think rope that he tripped on and thankfully held on to the balcony without going over it. By now it was very late no one answers the phone or helps. We complained in the morning and we asked for the manager and they called manger Philip not sure he is a manager because he did not care at all. The other girl at the counter along with the guy that originally, we gave the complaint to just kept saying they didn’t care and that they only make minimum wage and could care less about the problem. There is not regard for cleaning especially during COVID19. All the handles were dirty, and the phone was so full of dust you run your finger on it or the lamps and its a thick dust. The Customer Service is non-existent, and the hotel is disgusting. I really hope this is not a Disney approved hotel because it would be an embarrassment. This is not up to standards for a Marriott.