sheraton vistana villages I-drive problem - opinions - William?

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Old Mar 18, 18, 4:21 pm
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sheraton vistana villages I-drive problem - opinions - William?

OK. I have stayed at the Sheraton Vistana Villages I-drive maybe 20 times. My son loves the property and we will continue to stay there, basically no matter what, shy of the zombie apocolypse, and possibly even then.

This property is a time share property.

When you check in they try to get you to go ont he time share pitch. If you decline they often times call you during your stay to try to convnce you.

I took the pitch a few times and decided it wasnt for me. So since that time when I check in I ask not to be solicitated. Many stays ago I requested just this and wouldnt you know it, I still get a wakeup call.
The next stay or two, the same happens so I talk to the front desk and the guy says that instead of talking to the timeshare marketing guys I should be talking to guest services as they have the power to make sure I'm not bothered.
So then fast forward a few stays, I ask at guest services to not be bothered and what do you know - it happens.

So this time I follow up with the GM via email. He promises that this will never happen again.
Around this last new years I have 2 stays at the property. During the first one I ask not to be bothered and I get woken up. I go down to the front desk immediately after and talk to the front office manager. He apologizes, tells me it was an accident and tells me he will see to it I'm not bothered, both on the remainder of my visit and on my next, checking in in a few days. He also gives me his email and asks I advise him in advance of any future visits and he will make sure I'm not solicitated.
Well I check in after a few days and guess what - I still get the early morning calls. I talk to the front desk manager (Fadi) who profusely appologizes and says there was a miscommunication on the fault of the time share sales staff. OK I buy this story one more time.
So I'm on a stay at the same property right now. I email Fadi a week before arrival and he emails me back saying no problem - they wont bother you.

This morning they woke me up, again first thing in the morning.
Fadi isnt in today, and the current front office manager, Byron has passed me off onto another rep at the property.

My problem with all of this is that I do a lot of business overseas, so I'm used to staying up till what most people call 'morning' and waking at noon or so. I sleep very poorly, so I cant easily adjust this schedule and once I'm up I'm up for the day. These early morning calls normally happen like 2 hours after i go to bed and they ruin my day.

My Ambassador isnt in over the wekeend to get involved.

I normally NEVER ask for compensation from a property. Once in london workmen called the room as there was a DND on the door, assumed no one was in it and walked in while my girlfriend was alone, and in the tub doing alone in the tub sorts of things - THAT is the sort of thing that is deserving of compensation I think. But in this case, I'm curious just how other members would feel should they be in my shoes. This isnt a one time thing, but a consistent lack of respect for a customer's wishes. How hard would yall push back on this one?

TIA for any responses, sorry for the rant...

Last edited by stant; Mar 19, 18 at 8:35 pm
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Old Mar 18, 18, 5:24 pm
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Unplug the phone.

To paraphrase Scotty: Solicit me once, shame on you. Solicit me twice, shame on me.
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Old Mar 18, 18, 5:46 pm
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Unfortunately your wishes are not in their game book. I am an owner and I get those calls as if they think I have more money to give them. I NEVER get calls in the room (cell phone covers just fine) so I pull the plug on the phones or turn off the bells if it's an option. I remember to drape the wire under the handset so it's obvious just in case someone needs to make a call.
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Old Mar 18, 18, 5:46 pm
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Originally Posted by mahasamatman View Post
Unplug the phone.

To paraphrase Scotty: Solicit me once, shame on you. Solicit me twice, shame on me.
That was suggested by the front desk. I can't. My relationship with my son's mom is strained at best. Per our custody arrangement I'm required to advise her of what room we are staying at during travels so she can call him to say hello. In this case getting woken up is prefferable to opening THAT can of worms
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Old Mar 18, 18, 5:50 pm
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Originally Posted by stant View Post
That was suggested by the front desk. I can't. My relationship with my son's mom is strained at best. Per our custody arrangement I'm required to advise her of what room we are staying at during travels so she can call him to say hello. In this case getting woken up is prefferable to opening THAT can of worms
Is the son old enough to handle a cell phone (or you carry it for him). The upside here is you can give his mom access to location information that may be comforting to her (of course it can be disabled when needed) and a single number to reach her son.
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Old Mar 18, 18, 7:56 pm
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Originally Posted by RogerD408 View Post
Is the son old enough to handle a cell phone (or you carry it for him). The upside here is you can give his mom access to location information that may be comforting to her (of course it can be disabled when needed) and a single number to reach her son.
Not to get too far into it, but this is not an option. I was making an understatement of the year when I said my relationship with my son's mom wasn't the best. The only way to solve the problem that way would require going to court, yes even for something simple like this, something where the proposal would be viewed as a plus by many. I'm stuck between a rock and a hard spot here . And the rock keeps on waking me up too early in the morning...
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Old Mar 18, 18, 8:45 pm
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Sorry you're having so many issues! I'm an owner at the property and love it, but the number one complaint that I see is regarding the timeshare solicitations. I completely feel that there were several service lapses here that are unacceptable at this point. You have been plenty gracious and given them lots of opportunities to remedy the situation. The reality is that the sales system should not make it that hard to take your name off of their list and stop the issues right there.

Have you tried re-reaching out the gm? I have found him to very responsive and helpful. I am surprised that it didn't stop right when you emailed him the first time, but I would suspect that he followed proper protocol to alert staff of your request/issue and something went wrong down the line. If you haven't already, I would try sending him another email (or set up a call) detailing these experiences and ask for any advice/assistance on how to further proceed to remedy the issue.
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Old Mar 19, 18, 11:09 am
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Originally Posted by stant View Post
...My Ambassador isnt in over the wekeend to get involved...
Neither is William.

Seriously though, I'm sorry for the inconvenience, but if you have the GM's email address, that would be the place to start, IMHO. If he can't get this under control, then open a customer service file on every stay where this happens until he becomes successful in doing so. You might be surprised how much losing money and collecting dings to your guest satisfaction scores can motivate someone.

You don't need an Ambassador or even me to open a customer service file, but you can always send an email to the Ambassador team and whoever might be on duty at the time can do so. However, it can also be done by sending an email to [email protected] or calling 800-328-6242.

Best regards,

William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts LLC

[email protected]
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Old Apr 6, 18, 3:57 am
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what is the problem??

Originally Posted by stant View Post
OK. I have stayed at the Sheraton Vistana Villages I-drive maybe 20 times.
What does any of this rant have to do with the fact the property is located on I Drive? In your title, you suggest this is a "problem"? What exactly is the problem??
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Old Apr 6, 18, 8:14 am
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Originally Posted by Antonio8069 View Post
What does any of this rant have to do with the fact the property is located on I Drive? In your title, you suggest this is a "problem"? What exactly is the problem??
Perhaps because "Sheraton Vistana Villages, I-Drive" is the actual name of the hotel itself, to distinguish between the two Sheraton Vistana properties in Orlando?
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Old Apr 6, 18, 4:48 pm
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Originally Posted by Antonio8069 View Post
What does any of this rant have to do with the fact the property is located on I Drive? In your title, you suggest this is a "problem"? What exactly is the problem??
Sheraton Vistana 'resort' is right down the road and many people confuse the properties. This was a smart way to designate the exact property the OP is talking about.

Also, any updates on the resolution of this issue?
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Old Apr 11, 18, 4:34 pm
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I need to book a room for 3 nights for my wife, 10 year old grand son and myself the end of August. Are any of the "Vistiana" better that the others for us?
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Old Apr 11, 18, 7:21 pm
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Originally Posted by Vulcan View Post
I need to book a room for 3 nights for my wife, 10 year old grand son and myself the end of August. Are any of the "Vistiana" better that the others for us?
I really do like the I-Drive location - especially if you're in a building near the pirate ship pool (but windows facing away!). Take a look at the current activities for each, such as movies at the pools at night, etc. Mind you, I haven't visited the other one!

It will be my hotel of choice when I take my kids back there again - my wife and I have already decided it's our go-to hotel for MCO.
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Old Apr 13, 18, 1:34 pm
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Originally Posted by Vulcan View Post
I need to book a room for 3 nights for my wife, 10 year old grand son and myself the end of August. Are any of the "Vistiana" better that the others for us?
The vistana i-drive is my all around favorite orlando spg property, though if you only want absolute convinience to disney or (not 'and') universal, then there are other properties that are better suited.

For those who asked for an update, this time around I got the personal on-site attention from the GM, his second in command, AND personal assistant. They saw to it that the assistant manager for time share sales actually had a contrite attitude instead of his initial 'it's the marketing team's job' - and they comped me the starpoints I would have got if i took the sales pitch.

I honestly dont think that things will change, I bet that this will simply be a 'cost of doing business' thing, but I'll have at least 2 maybe 3 weeks stays at the property over summer with my son, so we will soon find out.
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Old May 1, 18, 5:46 pm
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for a final update, I had another stay at this property over the weekend, and finally, FINALLY no solicitations early in the morning - maybe the problem is finally cured
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