TripAdvisor Traveler Rating

The customer service at this facility is awful. This was by far the worst experience I have ever had. It seemed as if the employees took joy in seeing a mother of a toddler suffer. This facility should not be a part of the Marriot Bonvoy group at all. I emptied my Marriot Bonvoy points on what I thought would have been an amazing quick get away as we only live 2 hours from Orlando. I called ahead and asked if our room could be made ready earlier. I stressed that if it was not possible, it was OK and that I would just leave my home at a later time. When we arrived at the Sheraton, I was told that our room was ready. I was very excited since this was an early check-in. However, when I arrived at the room, I learned that it was an ADA accessible room. This was not what I had booked nor was I disclose this. Because this was an ADA room this did not have an appropriate shower to be able to give my hyper toddler appropriate bath. I immediately called the front desk to be moved into a different room. I was told that they had no rooms available and that this would be our room and this is what we were assigned. I told them that I had not booked an ADA accessible room and this was not fair. I was then put on hold and had to go through multiple people after which I was told a room could be made ready. Please note at this point I had been on the phone for two hours. For those of you that have toddlers realize I reached to Orlando in the mid afternoon when it was my daughter’s nap time at that point she was going crazy and moving rooms would have been a nightmare. I spoke to an assistant Director named Emma Christie who told me it was her job to “educate guests on how things were done here.” I have never been spoken to as rudely by someone in customer service in my life. I then waited another hour to speak to Ashley Hendricks from guest relations. Ashley did give us a room credit which did not even equate to a one night stay. However, at least she spoke to me kindly and recognized the distress that we were in. Over the next two days of my stay I dealt with a very crappy low pressure shower that made a mess of the entire room. I had to ask for extra towels every single day due to the water. It was the most miserable day I could imagine. Do not stay at this facility. The customer service doesn’t care. When I checked out, I asked if I could fill out a complaint form, the front desk people didn’t seem to care at all, and laughed at me after I had stepped away from the desk. They did not realize I was still there. This is the worst place to stay. Do not waste your points or money at this facility. The on-site dining is basically you have to order everything through an app. It takes an hour to two hours to actually get your food. Additionally, the pool tried to rip me off and charged me for two alcoholic drinks when I had ordered a mango smoothie for my daughter. They are trying to rip you off left and right and do not care to make things right.

Do not fall for the presentation scam. My husband and I went to the presentation and were promised compensation for attending. It has been over 10 weeks, and we still have not been compensated. I have called several times and each time I'm told I will be reimbursed that day. Still has not happened. They have quite the scam going on. Run, don't walk, from the offer. You will not be compensated.

Great place -- good value --very well run, lots of nooks and spaces, Multiple areas for food/dining. - units are spacious and well appointed (including lots of areas for plug ins . Excellent for families, close to all the parks and shopping.

This was a nice Sheraton resort. The staff were very friendly and helpful. The rooms were clean. We wish the furniture was a little more comfortable and the TV's were updated with the ability to use apps. There are still DVD players in the rooms, so if you have something you want to watch you can bring it. We did have one 24-hour period where there was no Wi-fi in the resort. This made things a little difficult if you were staying on property. The pools were nice and well maintained, but beware the pool police will be there exactly at 11:00 pm to kick everyone out of the pool and jacuzzi's. That was very disappointing for what we pay to be owners. The food at the pool bar was good and they would deliver it anywhere in the pool area, but there was no one that walked around to take drink or food orders. The one issue we had was the carpet was very dirty and needed to be cleaned. The staff offered to move us to another room and when we stated that it would be a pain, they scheduled to have someone come and take care of it on the following work day. I also received several calls from the management to make sure everything was taken care of. Overall, we had a great time and would return.

We spent 5 days here as a family of 7, including 3 kids under 3. We had a two bed/2 bath room in the St Augustine section. The room was a tad outdated but overall very clean and perfect for our large group. I especially appreciated all of the items available to cook and also to clean in the kitchen. The St Augustine section is perfect for young kids with the pirate pool within walking distance. The Bella pool is also very close to this section so it was nice to go between the two. All of the staff was very friendly and kind! My only complaint as I see others made as well is the food options. This place has got to get one or two good sit down restaurants!! We ended up having to go offsite for every meal or ordering in… would have loved a good sit down breakfast/buffet and something in the evening and also maybe a good pool bar with bar food. This alone probably would cause us to look elsewhere in the future.