Heavenly Village Condos - Grand Residence

The rooms are fantastic, and the location is great. I’ve booked here for several years and it’s never let me down. I’ll be back soon!

Both Heavenly Village properties work really well for families. We love staying at either one, and Tim is always helpful and easy to coordinate with.

The front desk staff were at least friendly, so I’m giving service two stars, but the hotel doesn’t provide any real service. The rooms were old and dirty, and the price was extremely high without housekeeping. They didn’t even leave a bottle of water. I feel scammed. The only positive was the location. I don’t understand how Marriott lets its name be tied to a hotel of such poor quality.

I keep booking here because it’s the best option for my family, and it’s my preferred place in South Lake. During the holidays, it’s also the only way to find availability. Still, I wish the property were better maintained, especially for what a room costs. In our last room, the mattress sagged inward, the toilet kept running every 30 minutes because of a leaky stopper, the adjoining-room door handle came off, and the shower door wouldn’t close properly, leaving water all over the floor. Kitchen equipment was inconsistent too: one room had no spatula, another had no non-stick skillet. One hot tub was out of service, and for several days the men’s spa shower had no soap or shampoo. One dispenser had been torn off the wall and was on the floor. There are a couple of logistical things to plan for. Owner reservations usually run Friday to Friday, so for a Thursday-to-Sunday stay you may need to book two different rooms and switch rooms. The resort can’t change the owner’s room because it’s legally obligated to provide it. Also, the Gondola seems to be open only about half the time, sometimes because of wind. When it’s closed, you have to trek over and wait for a bus, which frankly sucks. Staying in town doesn’t guarantee you can walk to the slopes. Maybe I’ve just been unlucky with my dates.