Star Island Resort and Club♡

All you want to do in one place!

10.0

We booked this location for our summer family vacation for 7 days! It was PERFECT, i normally come in and wipe everything down, I did this and everything was already spotless. The front desk was attentive and explained everything that was included in our stay for us. As you come into the resort the view is beautiful. We look forward to booking here again! Even for a getaway with just my husband and myself. We had a total of 4 people for our reservation and we got the 3 bedroom villa. It was perfect.

A racist employee made our stay very uncomfortable

2.0

I have experienced bad experiences in this hotel. The front desk woman who checked us in (the younger woman about 20 years old who is bold) was not welcoming and not warm at all to me and my children. On a warm Sunday afternoon a few weeks ago at 2:50 PM, I arrived with multiple bags and was wondering if the hotel had luggage trolley to help me with the luggage's while my wife was with the kids and the driver was unloading all the bags out of the taxi. The front desk person without greeting me or said any hello, simply said no trolley! She didn’t offer any help. She didn’t even offer to hold the door for me. Instead, her rolled his eyes and shook her head on me. It gave me the bad energy at the first sight. Then I went out of the door to get more of my bags, the front desk person rolled her eyes and said to my young children “oh trolley! Don’t be ridiculous!!” I cannot believe she made fun of me in front my children who are 9 and 6 years old. When I returned to the door with more bags, still no help and my children told me about the woman laughed at me, I felt devastated about putting my children through this front desk person’s unprofessional behavior. It was extremely bitter. When my wife came in, we felt extremely guilty for asking any questions or staying in the hotel because of her. However, her attitude towards to my wife was completely different than her attitude to me. It might be my race (I’m African American and my wife is Caucasian) or gender made her treat me differently which is completely unprofessional and unacceptable. She didn’t acknowledge me or my children and acted like I am not existing the whole time. She only spoke to my wife and didn’t address me at all the whole time which was extremely uncomfortable for my family. She whispered she wishes black people would not stay at this hotel and that my daughter is a derogatory word for autism. She is autistic by the way and I never felt so much disrespect in my life. My daughter had tears coming down from her eyes after she said it. We are lucky because after we checked in, the staff has changed, we didn’t see her again during our stay. Young man I forgot his name at the hotel is amazing and super helpful, we have enjoyed seeing him and enjoyed our lovely conversation with him! As an established hotel, the front desk person represents the Hotel. The person who served us is a Spanish girl her name is Shanaily. Shanaily is extremely racist and unprofessional. In hospitality, welcoming and being polite to your customers are number one rule. I’m very disappointed in this hotel. Highly NOT recommended to stay in this hotel if you want to have a nice experience in Orlando. Stay Away.