Vistana Villages Complaint

[latenthart]

I tried to make a complaint about something to guest relations at the hotel, the supervisor offered to reduce my rate 27 dollars a nite. I originally paid 119 with 7th nite free. He offered to make it 93.43 a nite with seventh nite free. I still had 4 nites left and if he had not offered to reduce my rate I would have checked out. My inlaws were also staying there and they were just arriving on the 4th day. They would have moved also because the whole point was for us to be together there. When I went to check out they said the employee did not have the authority to offer me that and that instead they would lower it only 12.50 a nite. I told them I expected them to honor what there employee had told me, by the way I asked for the manager and he said that he was it.

They refused. I asked for a main complaint line for starwood.
The guest relations man told me that it didnt matter for the complaint would come back to him anyway and he would close it out as taken care of. He also told me that because I had booked thru hotel kingdom, a wholesale package, maybe that was why my service was poor. He explained to me how they always take care of the owners first. I told him that I was not happy and I asked him if he had a district manager Or a supervisor above him who moniters his work. He said no. I asked him his name so I could write it down for when I called starwood and he refused and hung up on me.

In all fairness I stayed here last year and loved it. I realize that sometimes things happen however my complaint is with the guest relations attendant. Am I being unfair expecting them to honor what the employee told me?

 

[Belle5]

That manager's head should roll. Our stay at VV was wonderful. It would have been totally marred by an incident like that. I can't believe he wouldn't even give you his name!!! That tells me that he knew he wouldn't be supported in his comments from those higher up the food chain. We, too, booked through Hotel Kingdom and I would hate to think that we would have been discriminated against just for that. That guy needs to go!!! They need to honor what you were told by the supervisor.

 

[latenthart]

Do you think it matters that the employee really did not have the authority to offer me an adjustment? Or do you think it does not matter they should still honor his offer in order to retain a customer?

 

[Belle5]

How were you supposed to know that the employee didn't have the authority to offer that adjustment? They obviously left him out there with the appearance of someone who is in charge. (No one above him was available.) My biggest problem was with the manager that wouldn't even tell you his name. He just treated the whole episode very poorly. He should have honored the discount and then reprimanded the employee that made such promises to you and told him to never do that again.

 

[baileybrad]

Not sure what your exact complaint was...sounds like it might have something to do with having your other family members nearby.

I think that a timeshare property does have a commitment to their owners first and for most. But that would only come into play when choosing who to give a room to if say only 1 existed and they had to choose between a cash paying customer or an owner.

The type of trouble you encountered really as nothing to do with whom you booked with unless there is more to your problem than you are willing to divulge. You might have a chance to fight it out with your credit card company backing you up if you had something in writing showing the lower rate that you were promised.

What was the nature of your complaint?

 

[alvernon90]

If you paid with a credit card, you can dispute the charge. That will give you some leverage over them.

Bottom line, they made an agreement with you and failed to honor it. If you bought any item at a store and got home to discover your card was billed for more than the price tag on the item, you'd have a valid dispute. This is the same thing.

The fact that the employee was not authorized to give you a discount makes no difference. A representative of the company quoted you a price, you agreed to that price, that's all you're obligated to pay.

Your credit card bank will chargeback the extra amount to them, and if the resort wants it back they can sue you for it. I'm sure they won't bother.

 

[latenthart]

When I booked I asked for nonsmoking.
The room they give me smells of cigarettes horrible.
They must have been chain smokers or something.
I opened all the windows and patio door but it was overwhelming.
I call and asked to be switched. They said "Oh we have an ozonater that will take care of that but you have to leave the room for awhile. I said OK If it will really work. We waited a half an hour for them to bring it up but they didnt come. So we called and asked what happened? They said we are getting it and will be there soon. So my husband, me and my son all went to the pool for awhile. Well we come back about 2hrs later and they never came. I call again. They say "oh who did you talk to? can we do it tommorow? I said okay I will be at the parks tommorow all day. I figured one night in the room, ya know, no big deal. So we go to universal all day and then to dinner. We get back at 9pm and surprise they never came. So I call again. They say who did you speak to? now i am getting angry. Okay they transfer me to manager. Manager says we can bring it tommorow. I say " NO I want my room changed, this is ridiculous, no one will come tommorow." She says OK but how about tommorow? I said I am going to the parks tommorow. She says we can do it in the morning. What time is good? I say 10am, she says okay. So I get up the next day and call at 10am, well when I ask about my room change, they say "Who did you talk you? I have you checking out today? (we still had 5 nites) Can I call you back so I can find out what is going on with your room?" Well an hour passes, no call. I call, " hi what is going on, we are waiting to go to the park." They say "Oh you didnt have to wait just pack up all your food in bags and leave all your luggage by the door and a bellman will move it while you are gone." Okay we go to the parks. We come home and they actually moved our stuff! GREAT, finally someone does what they say. So we go to sleep and wake up the next day. We get dressed and go to Epcot. We get home at 9pm and realize that housekeeping never came at all. NOW I AM FED UP! I call. I ask for the manager. he says "I am the supervisor in charge." I tell him my story and he says what price were you quoted?
I say 119.95 with 7th nite free. Okay we will lower your rate by a percentage that equals 26.52 off per nite, making your rate 93.43. He says my name is Josh if you have any problems ask for me. Okay Great I feel better now, after all thats about 150 dollars. Well at check out time they say "oh he isnt a manager. How about 75 off your total stay?" and you all know the rest of the story.

 

[DianeV]

Doesnt sound right to me. I would talk to someone in charge and mention Josh's name. Doesnt matter if he wasnt authorized. That is between them and him, not your problem

I had a similar type problem last Christmas when I called a Staples to have a couple computer games on sale put on hold until my husband got home later that evening. I go to the store and they tell me the kid was new and didnt know they couldnt put sale items on hold so they sold them to someone who came in! What is wrong with places that they place employee problems on the customers?

 

[baileybrad]

I am so sorry to hear of the lousy service that you received at VV. There is no excuse for the ineptness and mismanagement displayed in your situation. My one problem with the VR and VV is that I have been told that technically that they really do not have any non-smoking units. I have noticed a hint of smoking in some of our units in the past. If I got one that reeked like you did I would be very unhappy. I would attempt to at least get back at them by with holding full payment if at all possible through your credit card company.

But even at that, it is still not enough for having to deal with the shoddy handling of your situation and the way that it impacted your vacation. I think that the way things went with borders on criminal behavior on Sheraton's part.

We just returned from VR last week and had an opportunity to deal with their front desk folks and got a much more fair result. If I get the time I will post what transpired with our situation.

 

[disneymom3]

Well, I have been intending to post regarding our frustrating experience at V V the first week of Dec and just haven't yet.
This post does not actually surprise me. The resort itseslf was beautiful, but the entire floor we were on and I mean the ENTIRE floor was under renovation. They were painting and I don't know what else in all the other rooms and the stairways the entire week we were there. Now that would have been one thing, but while painting they played very loud, very annoying DISCO music! Loud to the point that we could feel the bass through the walls. We called three times during the week to complain about it and the person on the other end of the phone acted like they had no idea where the noise could be coming from.

Outside of our villa, there were always rolling carts with various tools and painting implements left on them and for three days there were huge laundry carts left out in the hall and entry area to the elevators.

Two nights before we left, I had to call the front desk at 12:05, A.M. because they were vacuuming in addition to the loud music and at that point had woken my baby up. I was sooo mad. And yeah, they basically acted like "Oh no big deal." and when I asked who to complain to formally, I was given a Starwood business card with no name or anything.

The resort itself was nice, beautiful pool, great playground, but we won't be back.

Oh yes, and the dirty funace filters that sat outside the elevator for 48 hours were a real class act as well.

 

[latenthart]

FIVE months later, after trying to fight it thru my credit card, I finally got in touch with Property Manager. Man was that a hard name to get. Turns out Vistana has a boss who can fix this. They credited me for the price that Josh quoted me. Here is his name and number for all who are getting the Vistana Villages run around. I do suggest disputing it on your credit card, I think it shows them that you are not going to go away.

and the answer to the million dollar question is..........................

Glenn Clinton 1-407-238-5111
Glenns secretary Sheri (very helpful) 1-404-238-5112

 

[sandshal]

Staying at the VV in less than 3 weeks time with Virgin Travel (UK) for fortnight.

Have made a note of the telephone numbers and will certainly quote "Glens" name if we have any problems - many thanks - hope we wont need it.

Incedentally - which block was you're stinky room in????

 

[latenthart]

I dont know if quoting his name will get you anywhere but he is the guy to call when the front desk/guest relations is not doing there job. Allow yourself enough time to double check your bill and resolve any billing issues. Another word of advice, calling card, calling card, calling card. We left with a 120 dollar phone bill because we didnt.

well we were in building 7 on top floor ( i believe there is only 4 floors)
The problem is none of the rooms are non smoking anymore. My advice is if your room is stinky at all or does not meet your standards, DEMAND a different room. Do not accept it, do not put your things down in it. They might tell you that you will have to wait till another room is ready but it is worth it. Once you are in the room they hold all the cards. Get the name of everyone you speak to about anything. Carry a little pad with you if you have to, just get their names.

I would say bldgs 6,7 are the nicest location unless you want to be near to the playground. There is a waterfall there that muffles the folks at the pool.

The only building I could see be undesirable would be 8, 9, 10 because you are close to international drive and can hear the cars more, you are also closer to vollyball court and basketball courts and some folks fun might be a little loud.

here is a link to resort maphttp://www.starwoodvo.com/resorts/amenities.jsp?resortID=1&view=#

 

[momof2inPA]

Knowing that no V V rooms are designated non-smoking, I called ahead to request a room that had been vacant for awhile. My children and I have asthma and do not tolerate smoke well. That apparently worked, but it was the off season, so that may not be an option for you, but I would try it.

On the trip before that, they had tried to cover up the smoky smell from the previous tenants with at least a whole bottle of Febreeze. That and a lot of fresh air worked well enough for us.

On either trip, we did not have a bit of problem with sounds from other rooms, but there was not re-furbishing going on.

Both trips, we loved V V and thought it was better than the Disney rooms at Boardwalk and POR, better than HIFS, better than Wyndham Palace (in a Suite), and better than most hotels we have visited outside Orlando. Unfortunately, we could not find a good rate on V V for out next trip and have to stay elsewhere. I only wish others had experiences like ours, but maybe the place has gone downhill in the last year, cutting back like Disney, itself.

 

[latenthart]

although this thread is about vv complaints, I did have a much different experience the previous year. I definitly noticed a difference. Just little things, leaking sinks, broken tiles. etc. Still a BEAUTIFUL resort though.

 

[sandshal]

Thank you so much for all the info.

Must try to avoid the British habit of putting up with and very rarely complaining. Hopefully everything will be OK but if not my gun is fully loaded! and yes I promise not to unpack unless everythings OK or use their telephone (a friend of ours Stayed at the Vistana Resort and had a high one too!!!!!!!) - Is it OK for local calls or still best avoided?

Haven't been abroad for 3 years as little'un only 2 1/2 and never yet been to Florida - so I'm sure it will be great whatever.

Been lead to believe most of us Brits tend to be put in Block 8 but so tired after 2 1/2 years of sleepless nights - could sleep through anything!!!!! - except possibly noisy neighbours.

All non-smokers so we'll be on the case if it smells!

Thanks again - anymore trips please keep them coming - 2 Weeks 4 Days to go!!!!!!!!!!!!

 

[momof2inPA]

Pool toys are expensive to rent. If you have a car, just go to Publix and buy them.

Don't try to use the concierge in the morning, long slow lines, but good, detailed advice. The bell men can give you directions or you should use the concierge the night before.

Water in whirlpool tub faucet was very hot and accessible to 2 year old and very easy to turn on. Watch out for that and have a great trip.

 

[sandshal]

Had an absolutely fantastic time - we were in apt 6304 - which looked like it had been recently decorated throughout.

Noise level increased last couple of days above us - but other than that absolutely no complaints.

They've either got their act together for the summer or we were very lucky.

Magic Kingdom bedlam - all other parks q's not too bad, wouldnt bother with Busch Gardens again.

 

[Katies Dad]

Sandshal, am glad you had a brilliant time, doesn`t seem that long a go you were saying its ... days to go.

Am really glad the Vistana Village was OK as we are going in 6 weeks, any more info you can let me have would be much appreciated. (I`ll think of some questions... and let you get over the jet lag).

Phil

 

[sandshal]

Katies Dad

Instead of taking Katie please can I go back!!!!

Well the jet lags just about through but I can say after arriving at Gatwick 1 am their time 6 am ours then driving 3 hours to the East Coast the suitcases just had to wait!

We flew out by Virgin and used their Twilight Check in which was absolutely brilliant although not sure the rooms at the Copthorne Effingham Park where we stayed the night before, were all they were cracked up to be - we had to pay for a taxi on the day we travelled because the curtousey bus was full. Flight quite turbulant and although I cant complain about anything I really felt Virgin were nothing spectacular (far too highly hyped) K-id back pack had next to nothing in it! - but still in comparison to your normal charter to Spain they were definately no worse.

However, when we arrived to pick up the hire car the 7 Seater min-van we had booked was a Crysler-Voyager, brand new complete with CD and DVD system - definately helped soothe the pain of an 8 1/2 hour flight! Found the accommodation no problem - long straight roads, good signs (no Qs for hire car collection at all - without following the various stratagies posted on this site).

Vistana Villages is everything we expected and more - Ive got a nasty habit of overreading the literature before I go away then being disappointed because the pictures look nothing like the reality - but this time it was spot on. I can honestly say it was just like the brochure!!!!!!! We were right near the waterfall which was so picturesque and not too noisy at all - like I said before Im sure the room had recently been renovated which may have been why there were a couple of complaints about the place say 6 months ago.

On to the parks - I dont know whether youve been before but heres a first timers run down:-

Magic Kindom - Qs really bad - preferred Paris - thought it was much better - if you've ridden space mountain at DLP - dont bother here unless the Kids want to go on.
Animal Kingdom - We all really loved this park.
Epcot - a good day out - my mum and her boyfriend especially liked this one.
MGM - Good - but would have been better without the torential rain!
Blizzard Beach - only spent a short time here but looked great fun.
Typhoon Lagoon - Fantastic - spent 2 good days here.
Busch Gardens - a long way for a hell of a lot of Qs - didnt manage to get on Rhino Rally or any of the good rides.
Seaworld - Again Fantastic - the whole family loved this one.
Universal Studios - too much rain to make a fair comment.
IOA - we visited this park 6 evenings on the trot - arriving between 5 and 6pm and staying until 9 pm - all the rides were excellent - Spiderman like nothing ive seen before - walked straight on more of less everything - max wait 15 mins. - Would head straight here next time.

Anyway I think Ive probably bored you all stupid by now - trying hard to save another 5 1/2 Thousand GBP for the next trip (yep that was the final cost) with the Ralph Lauren Polo shop getting a severe hammering!!

Katies Dad I'm extremely jelous - I want to go back now!!! - Im sure you'll all have a fantastic time - let me know how you get on.

PS - the timeshare presentations worth a look $75 just to get up at 7.30 am and sit and listen for 90 mins - there was no pressure at all and you get a 50% off next booking voucher - which I'm hoping latenhart is going to tell me how to get the best out of - come on latenhart i'm desperate to get back there!!!!!!!!!

Any questions - just shout

Sharon and the Halliday Family