Four Points by Sheraton Orlando International Drive — Hotel in Orlando

I recently stayed at Sheraton 12401 Interational Drive Florida and felt compelled to share my highly disappointing experience. As a long-term customer, I expected much better treatment, especially considering the premium I paid for my stay. Unfortunately, my experience was full of inconveniences, unprofessionalism, and a complete lack of concern from the resort staff. Unresolved Issues and Poor Communication: Upon raising my concerns with the resort, Chad, Fred and several others in the management but I was met with indifference, and I was even informed that nothing could be done to address my issues. One of the few staff members who made an effort to assist me, Emma, was reportedly going to face consequences for helping me, which I find completely unacceptable. This was informed to me by Fred and Chad. This type of treatment, especially when she was the only one trying to assist, is baffling and unprofessional. Cleaning and Maintenance Issues: Throughout my stay, I repeatedly reported that the cleaners were not performing their duties properly. Despite paying a premium rate, I was forced to clean my own room on multiple occasions because the cleaners insisted I pay extra for basic services like making my bed. This ongoing issue was never addressed and left me feeling completely disregarded as a guest. Security and Personal Discomfort: On one occasion, I was denied entry to my room by security, despite having paid in full for my stay. This led to a situation where I was left standing in my pajamas, unable to access my room, and nearly had an accident due to the inconvenience. Additionally, security denied entry to my guest, despite me providing the necessary information in advance. This lack of coordination and care was extremely frustrating and distressing. Damaged Personal Property: To make matters worse, the cleaners ruined my food by failing to move it off the countertop during cleaning. My food became wet and was completely ruined. This careless behavior further demonstrated a lack of attention to detail and respect for my personal belongings. Checkout Experience: The checkout process was the most stressful part of my stay. I was given no flexibility regarding my room, despite being a long-term guest, and was forced to move out within a few hours. I had to pack all my belongings alone, even though I had recently undergone surgery. The cleaners stood outside my door repeatedly asking when I would be done, showing zero empathy for my situation. This was incredibly inconsiderate and poorly handled. Inconvenient Transition: Because the resort refused to extend my stay or offer any assistance, I had to arrange for an Uber driver to store my belongings in his car. I was forced to sleep in my car while my belongings were transported to an unfamiliar location because the hotel provided no support in arranging accommodations during a weekend or helping with the transition. This lack of consideration for my well-being was appalling. Overall Disorganization and Lack of Customer Care: Throughout my entire stay, I felt like the resort's staff cared more about their bottom line than the actual experience of their guests. I have phone call recordings and text messages that highlight how disorganized and poorly I was treated. The resort’s failure to address any of my concerns, coupled with the lack of compassion from staff, has left me extremely disappointed. Given all these issues, I am left wondering what, if anything, the resort plans to do to make up for the terrible experience I endured. As a loyal customer, I expected much more. Management refused to take any action to address my numerous complaints, and no compensation was offered. My Bonvoy account was never credited with the amount of just over $15,000 that I paid for my stay. When I reached out to inquire, they instructed me to call a different department but offered no assistance. In fact, they seemed uncomfortable that I even made the effort to reach...

I really like the 4 Points Sheraton Universal as it is a decent value and so close to Universal Studios! I do have a couple of issues though: -I have stayed here 3 times and the window coverings in the room never work correctly.....pull chains have always been broken and even when they work correctly the room is very bright first thing in the morning, I really wish they had window coverings that made the room darker. -Each time I have stayed there is always something in the room that does not work and requires repair.....the staff is very friendly and responsive about the problems BUT I have never stayed in a hotel and had problems every single time. 1st stay TV would not work....they sent someone to fix and then the remote would not work (needed batteries) so had to send someone up a 2nd time. Window covering had to be fixed as well. 2nd stay the paper we received said breakfast went til 11am....we had paid extra money for our stay to include breakfast but when we went down at 10:30 for breakfast it was already over....I showed them the paper I had that said breakfast went to 11am and they just blew it off and said that was an error.....also on this stay someone had to come work on the window coverings in our room. 3rd stay which was 7/4 & 7/5/14 our window covering had to be fixed, a/c had to be replaced and our hot water was not working and had to be fixed. I understand things sometimes go wrong but all 3 recent visits?? Takes time away from our enjoyment and even though staff was very nice it is just aggravating.....it would be nice if there was more quality control where items like these were fixed proactively. My only other suggestion is that I feel that there should be more selection on the breakfast buffet.....I love grits, they were on the buffet on Saturday but not available on Sunday....I even asked the waiter cause I thought maybe they could get me some but was told no. The sausage is not a breakfast style and both my boyfriend and I feel it is not enjoyable with a breakfast meal. The home fries/potatoes or mushy and not crispy at all and pretty greasy too. We do like the eggs, bacon and fruit selections but also they only flavor of jelly available for our toast was grape.....maybe some strawberry or orange marmalade would be nice. We live in Tampa and have Universal passes so we stay over in Orlando allot....we "like" this hotel but would like to see some improvements if we continue to stay here.....right now with these issues it is not worth the $123 per night we paid when we can stay 1/2 mile down the road...

This is my first time staying at this hotel. It was a last-minute decision due to hurricane Helene. My nephew needed dental surgery up in Orlando hospital and we are originally from Ocala Florida, which is about an hour and a half away so we decided to book on September 25 so that We were only 10 minutes from the hospital for his 8 AM appointment in the morning. We did not arrive until midnight or so and the lady was super nice checking in was smooth. Fast forward to after my nephew surgery on the 26th hurricane Helene was already affecting our Ocala area so we decided it would be better to book another night at the same hotel since the first night experience was not bad Out the storm and then leave in the morning. Checking in Brian, who stated that he was the “manager” told me he needed me to swipe a credit card for the $50 deposit. I explained to him I did not have the physical card and that I was not asked to do that last night on our first day as the lady said, would you like to use the card on file for the deposit and I said yes so she did. The male apologized and said that she will be reprimanded because she is not allowed to do that and he needs me to swipe a card. I Explained to him that my nephew was in my vehicle out of surgery and we live over an hour and a half away and I was kind of in a bad situation as I did not have a physical card to swipe since I booked through booking, he then proceeded to tell me that I booked through a third-party we would not be having this issue and again told me he could not help me that I would need to swipe a card or give him a $200 cash deposit which I also did not have. I asked if he can please make an exception or ask a manager to come and speak with me as my situation was not the best and I really did not want to have to drive all the way to Ocala with my nephew in those weather conditions. Brian had no remorse whatsoever. He was condescending and just kept repeating how had I not booked through a third-party this would not be the situation and he cannot make an exception for me. He was rude, disconnected and unfriendly. I was given no choice but to get a refund and drive back to Ocala that night. Thank God we made it OK. It was a very scary drive. Brian needs to learn To choose his battles. Customer service was extremely poor. If this is the example that they lead and turn their face the other way, especially during the circumstances of a hurricane then this place has a lot to learn. I will never book there again and make sure To share my horrible experience...