Answer from Sheraton re Vistana Villages bad exp.

[disneymom3]

We had a much less than satisfactory stay back in Dec at Vistana Villages. While the resort is beautiful, we had to put up with dirty linens in the halls--for several days--paint carts and tools left lying about the walkway to the elevator, LOUD music, banging and vacuming, (all by staff) at midnight as well as other times of the day, and more during our week's stay. We called the front desk several times to complain and each time they acted like they had no idea where the noise could be coming from. Every time I told them it was from the villas on either side of us that were clearly undergoing renovation! Spoke with the manager of hospitality with no better luck.

Upon check out, I asked who I should speak to about a complaint. I was given a business card with an address for Sheraton and told I would be receiving a survey in the mail. Got the survey adn told them my issues in detail--very polite, but DETAIL, nonetheless. Got a form letter back this weekend. Sorry this happened that is not up to Sheraton standards. Hope you stay at one of our properties again. Well, I love Vistana Resort but I will never stay at the Villages again. I'm not exactly sure what I hoped for from them, but definitely more than a form letter.

Just thought others should know.

 

[DianeV]

Was there a phone number or can you get one? Sometimes you have better success on the phone versus writing because they cant blow you off as easily.

 

[baileybrad]

I suppose that one could call this...having no customer response skills at all. A phone call by a customer service rep with at least some follow up and a personal apology while asking if there was any way to persuade you to give them another try would seem like the minimum effort for a corporation like Sheraton. Don't they get that the poor word of mouth that will be spread by your experience is so unnecessary if they handle the situation a bit better.