Vistana resort

[JenDaveBrendan]

Just got back from a 2 week trip. Stayed the first week at Orange Lake (will post a seperate review), and checked into the Vistana resort on Sunday Jan.15. Let me start by saying that my mother called on Jan. 7 about the room (we were under a guest certificate through her with RCI). She spoke to a manager at the Vistana, who "assured" us that we would get a newer section and that she would note it in our reservation. Well, surprise, surprise when we arrived there was no record of the call and we were placed in the Falls section. I spent 2 hours at the check in desk trying to iron this out. The manager my mom spoke to was not there, so I was dealing with another manager. He would not budge on what section we were in. He then went out back for a while, came back out, said he spoke to the manager we "supposidly spoke to", and she said she never spoke to us regarding this... WHAT!?!?!?! So now they were saying we were lying. I was beyond mad at this point. I said "Did I just pull 'managers name' out of a hat and know she was working last Saturday"??? He just shrugged.
So we went to our unit, and all I can say is ---- what a dump!!!! I don't think it had been renovated since 1990. It was dirty and dingy and horribly outdated in decor. Nevermind this terribly strong chemical smell that was kicking up my allergies. The living room TV did not work and it took 3 calls just to get someone out to fix it. They finally showed up the next day.
Called RCI on Monday, and they switched us to another resort - Hilton Grand Vacation Club at SeaWorld. It was a thousand times nicer than Vistana. (I will post a seperate review about it)
We had stayed at Vistana before a few years ago in the Cascades, which was nice, but this was a totally different experience. And by the way we were treated and the condition of the room, we will never, ever, ever go back.
IMO, you are better off staying at a resort where it isn't such a crapshoot of what type of room you will get - because the difference in the sections is HUGE.
At the HGVC, all the rooms were the same - you know what you will get.I would stay there again in a heartbeat.
I am extremely disappointed in the Vistana's rooms as well as their staff. I would not recommend this place to anyone.

Jen

 

[DeeCeeSW]

Sorry that you went through this. Your experience makes me feel secure about my decision to switch from Vistana Resort to Vistana Villages for my November vacation. I am not willing to take a chance and see what section is assigned to me and possibly have to deal with management if I am not happy. Good to hear that you had a better experience with Hilton.

 

[spiceycat]

RCI is not longer getting the new ones.

So they don't have any to give to you.

II is getting the newer ones.

if you want a new one go through II not RCI.

I liked the Springs villa we had. Yes it was old, but it was bigger and had more privacy than the newer ones we saw.

 

[MiaSRN62]

And by the way we were treated and the condition of the room, we will never, ever, ever go back.

I'm an owner at Vistana, and there's absolutely no way I can defend them on this point. The way you were treated was unacceptable and I don't blame you for not wanting to go back.
I own in the Fountains I & II section and they both have been upgraded in the past 3-4 years, which pleases me very much. Each section of the resort has it's own owner's association and each has it's own budget. The owners pay the due/maintenance fees. I have no idea what the Falls' budget is, but it's hard to imagine they can't do some renovations ? The oldest area I've actually stayed in at Vistana was the Spas. This was in Nov '99 and at THAT time, I found it terribly outdated. The only thing that was updated during that visit was the kitchen appliances. Now someone last year here on the DIS stayed in the oldest Courts and felt it was updated fairly well. They posted pics as well and I thought it looked nice----not as modern/posh as the Cascades, but not a dump either. It's a shame that the Falls owner's association has let that section slip so much. I took pics of the outside of the Falls last summer and the grounds looked beautiful.
Sorry you had a bad experience JenDave.

 

[disneymom3]

Wow, that is really too bad! I am shocked about the way management treated you. We have always had such great service there, it would be a very sad thing if they are slipping in this area. I am glad though that you were able to switch resorts and had a good stay afterall.

DeeCee--just to warn you, the worst customer service I have ever experienced in my life outside of an IHOP in Lake City FL was at the Vistana Villages. Truly appalling, so I guess it can happen anywhere.

 

[DeeCeeSW]

Thanks for the heads up, Disneymom3. I hope I won't have any issues where I would need to deal with anyone in management or staff during my stay.

 

[Taratink]

Yikes! Now I am getting nervous. We will be there 3/5 and we plan to spend a lot of time at the resort. Why are these units so bad? I can't imagine how I would feel if I walked into my room and it was horrible. There should be different prices for different areas. I chose this resort beacause Intervale really pushed it and said it was rated the highest. I called Intervale and asked if Intervale bought from a certain section and she said no. I asked her what would happen if I checked in and the unit was a dump and she laughed and said that it was a 5 star resort and that the whole place will be beautiful. If I had any problems I would have to deal with the front desk. Intervale sent me paperwork saying that I was in the Lakes or cascades section. Why would they give people info. that is meaningless? It is very unsettling to have no idea what type of unit we will be walking into.
Tara

 

[momofmikey]

taratink - We booked through Interval in October, and we got the newer Lakes section. As someone has mentioned, I think if you book through Interval, you'll most likely get Lakes or Cascades.

Sorry to the OP for the bad experience.

 

[DeeCeeSW]

Taratink-if you were told that you would be in Lakes or Cascades, then I'm sure you will be. If you have this is writing, it's even better. I was concerned bc I would be going through RCI for a 2-bedroom (1-bedrooms are only in the newer sections) and would not know for sure if I would be placed in a desirable section. In the end, I chose Vistana Villages bc the resort itself is only a few years old.

 

[Taratink]

I do have it in writing but Intervale told me that the info. means nothing. Very strange. Why would they mislead people in writing? I imagine that the front desk has to deal with a lot of aggrivated guests. As long as it is clean I'll be fine.
Tara

 

[PURTYPAT1]

Hi Taratink,

We stayed in Falls, #301 last Feb. It was older, but it was really awesome. It was right across the street from the pool, & within walking distance for the little store.

I loved the room size, I loved the screened patio overlooking the pond. It really was awesome.

That being said, I must say, I never stayed in the Cascades, so I can't compare. I am staying there Feb 18-25 & have requested the Cascades.

JenDaveBrendan, I did have some minor problems while there, (the dryer) and I spoke to the manager Joe & Heath. Which manager did you speak too?

I am sorry, they treated you like this, I really think you should call Starwood, & complain. I am sure you will be compensated for this.

Thanks for sharing

Patricia

 

[Taratink]

Thanks Patricia.I have never stayed at a timeshare villa before. I hope to be happy with what we get.
I hope that Jen will complain. The room being terrible is one thing but to be treated like a liar is awful.
Tara

 

[MiaSRN62]

Here's a few pics (Falls and Cascades)
Falls :

Falls :

Here are the Cascades :

So you can see there's a big difference in the age/style of these sections.
JenDave mentioned the following :

what a dump!!!! I don't think it had been renovated since 1990. It was dirty and dingy and horribly outdated in decor. Nevermind this terribly strong chemical smell that was kicking up my allergies. The living room TV did not work and it took 3 calls just to get someone out to fix it.

I haven't seen the inside of the Falls in quite awhile----Dec '98. At that time, I also thought it was very outdated. I'm shocked if they haven't updated the decor since then ....there's no excuse for that. I do know there are always rotating maintenance/rehab all over the resort.

 

[JenDaveBrendan]

Thanks Patricia.I have never stayed at a timeshare villa before. I hope to be happy with what we get.
I hope that Jen will complain. The room being terrible is one thing but to be treated like a liar is awful.
Tara

I agree with the room being one thing, but the way we were treated was totally unacceptable-that bothers me more than anything. I plan on writing an email to starwood this morning.
Like I said before, we stayed at the Vistana a few years ago in the Cascades and it was totally different than our stay this year in the Falls. I still can't get over the difference between the rooms. I have stayed in many many timeshares resorts around the country, and this was by far the worst room I have ever stayed in. I think they get the 5 star rating from the newer buildings and the ammenities. But if you are staying in an older section, the room is nowhere near a 5 star rating. I feel bad for the people who book here not knowing about the different sections, and get stuck in an old unit.
I will post if I hear anything back from starwood.
thanks!
Jen

 

[MiaSRN62]

I think they get the 5 star rating from the newer buildings and the ammenities. But if you are staying in an older section, the room is nowhere near a 5 star rating. I feel bad for the people who book here not knowing about the different sections, and get stuck in an old unit.

Vistana has had the 5 star/Gold Crown rating since way back in '94 when we first stayed there---and there was no Cascades and the Lakes was undergoing construction. So the rating was based on the existing sections, BUT, these sections really need to do upgrades/renovation.

I totally agree with you in writing a letter to Starwood. Call the resort and ask who to directly send it to. I used to have contact people there in administration, but not sure they are even still in those positions. I did receive feedback back in both '98, '99 and '00 when I wrote to complain about some things. You are absolutely right, they should not have treated you in the manner they did.

 

[In Luv with Disney]

Jen/Dave, I am so surprised at your experience at Vistana! I have NEVER heard anyone come back from their stay there, who has been so disappointed. I am an owner there, and have been since 1997. I own a week in Lakes and a week in Cascades, so I have never dealt with a horrible room. My rooms are always gorgeous! I am so sorry you didn't like it this time.

Just so you know, like another poster said, RCI doesn't exchange into Lakes or Cascades. It's Interval only. The rest of the resort exchanges with RCI. That's probably the reason you didn't get a newer section.

And as for the 5 star rating, a lot of factors come into play when determining that rating. It isn't just the room. The resort itself is wonderful, and offers TONS of amenities for adults and kids alike. If you want to stay at the resort, you will NEVER be without something to do. I have never been to a place so big and with so much stuff going on every hour of the day.

But I am appalled at the HORRIBLE customer service you dealt with. I would definitely contact Starwood. Find out who the Hotel Manager is for Vistana Resort, and then get THAT person's boss, as well!!! Let's see if you will get compensated. Their customer service really should be above and beyond. I mean, there are a lot of choices in Orlando, they need to stand out like they always have in the past! GOOD LUCK and let us know what happens, please.

 

[DeeCeeSW]

"Just so you know, like another poster said, RCI doesn't exchange into Lakes or Cascades. It's Interval only. The rest of the resort exchanges with RCI. That's probably the reason you didn't get a newer section."

We went through RCI last October and got Cascades, but then again, we had a 1-bedroom, so they had no choice but to put us there.

 

[Taratink]

Kim- I am booked through Intervale and my paperwork says Lakes or Cascades. On the phone they (intervale) told me that I could be put anywhere. How do I find out for sure how this all works. I called a phone number that Intervale gave me to call one month prior to our ressie and asked them how it all works. He thought that I would be put where the paperwork stated. I just want to know. Someone must be able to verify how this works. I keep hearing different info. Where did you get your info. on where RCI and Intervale get their units?
TIA
Tara

 

[spiceycat]

Kim- I am booked through Intervale and my paperwork says Lakes or Cascades. On the phone they (intervale) told me that I could be put anywhere. How do I find out for sure how this all works. I called a phone number that Intervale gave me to call one month prior to our ressie and asked them how it all works. He thought that I would be put where the paperwork stated. I just want to know. Someone must be able to verify how this works. I keep hearing different info. Where did you get your info. on where RCI and Intervale get their units?
TIA
Tara

I think with Interval you will be fine. Interval only has access to the newer rooms. Sheraton Vistana wants Interval to kept their gold rating - so they won't put you in a older unit.

besides if you got a 1-bedroom then you have to have a new units - the older ones are 2-bedroom only.

they got mad at RCI (and who could blame them) for renting out their units to non-timeshare owners and went with II because of this...

they have only been a member of II for around 2 years....

 

[PURTYPAT1]

Taratink,

Try filling this out too

https://www.svosecure.com/starwoodvo/diamond.jsp?resortID=5