Rated 5 out of 5 by JustinH All around great hotel for Disney vacation!
We have a family of five with 3 kids ages 11,10 and 7. Staying at the Swan was great for all, including mom and dad! Very close to Disney parks, swimming pool and play area was also amazing! The staff was also very helpful! Highly recommend this hotel!! Thanks for helping to make our experience magical!!!
June 14, 2013
Rated 3 out of 5 by michelle2525 Not good for business travelers
Stayed here for a 3-day conference. Not well-suited for business travelers. They tack on a mandatory resort package fee for internet usage and 2 bottles of water whether you use them or not. Food was mediocre. Food service at the conference meals was not great. They often ran out of water, coffee, etc.
June 13, 2013
Rated 2 out of 5 Room smelled like a gym
My hotel room had a stench reminiscent of a gym locker room with an undertone of stale urine. For the price if the room, I expected better.
June 14, 2013
Rated 2 out of 5 by pbj24 Not coming back...
Location great BUT not one of the cleaner or friendlier SPG hotels.
June 14, 2013
Rated 2 out of 5 by MattNYC I was forced to stay here
My organization had to come back here since we didn't do enough rooms for our conference the last time 3 years ago - and nothing has gotten better. And by nothing, I mean that the rooms are horribly dated. From my experience, this hotel is a Westin in name only - and doesn't live up to the Westin brand by any stretch.
To start off, despite my SPG account clearly requesting foam pillows, there was only one in the room - with 9 feather ones. At 11:45pm when I realized it, I called downstairs to get foam pillows. About 20 minutes later housekeeping brings up 4 pillows - 3 of them feather and one that used to be foam before it all disintegrated. I give credit to the housekeeping manager for delivering the replacements at 12:30am himself, but when I pointed out that the desktop area was sticky, it remained that way the rest of my stay.
I also pointed out that the carpet in the middle of the room was coming up, causing me to trip over it - and while maintenance apparently came in to stretch it my first day (had to ask the front desk manager the next day as the housekeeping manager didn't report it), it started lifting back up by the time I checked out 3 days later.
On one of my days, housekeeping forgot the bath mat - used extra hand towel instead. The hair dryer (I used to clear the mirror to shave after showering) was so old and weak that I don't know how it could dry hair.
I personally like how they bolt the top of the toilet tank to tank itself - that bolt is attractive. However, for some reason the toilet in my room was slanted - I thought I'd slide off.
Beware the resort fee - as you have to pay for the gym if you use it, and some other stuff. I will say that the gym was quite impressive (as it should be for an additional cost to use).
Oh - and no late checkout - they have a pre-printed letter that they'll slide under your door letting you know not to ask since they're all booked up for the next night. Nice.
Bottom line - the common areas are fine - the rooms are in dire need of updating. For the prices they charge, choose somewhere else when going to Disney. This one isn't worth it.
June 14, 2013
Rated 3 out of 5 by RM38 Little SPG Benefits
Do not stay here if you are looking for any SPG benefits. Being a Platinum member provided very little in terms of perks. No room upgrades, only received a resort fee credit (but never received a final folio to confirm this), a continental breakfast credit (not hot food) for just me and my wife, and my kids still had to pay.
May 31, 2013
Rated 3 out of 5 by SDConferenceTraveler Average at Best
Even during slow periods, every line (front desk, bell staff, Picabu) they all took forever. There are better ways to anticipate demand and staff better. Honestly, Picabu is set up EXTREMELY inefficiently, you need to fix that. The flow for the burritos is backwards and it is confusing to customers as to where to get in line. Fix it!
Very few vegetarian options at any of the food outlets.
The breakfast restaurant at the Dolphin, one day was great! Another day I was seated and nobody acknowledged me for over 5 minutes so I just walked out (it was slow, not busy).
Internet was not fast enough and actually was very hard to access in the conference area - not sure why.
Upon checkout, I was asking about my F&B credit for refusing housekeeping service - she told me I needed to use the coupons AT the F&B outlets when I made my purchase. I told her it was confusing because no coupons were ever mentioned - she then had the audacity to tell me "actually it is not that confusing" - not a very understanding response. As it turned out, nobody ever delivered the coupons to my room (how was I supposed to know that is the process?) - I LOVE this concept, but you are making it a burden on the guest. It actually started out being really cool but the poor execution ended up making a memorable bad experience for me.
The lady at the coffee shop in the Swan lobby the day I checked out was so nice - she is a gem.
The pool and grounds were amazing.
June 13, 2013
Rated 3 out of 5 by Jared Best Value Hotel On Disney Property
As the only option to stay on Disney property (granting access to the coveted "Extra Magic Hours"), without actually staying at a Disney-Owned hotel, the Swan offered a clean, comfortable room, with few frills. The room decor was average and a little dated. The pool between the Swan and Dolphin was very nice. We ate at the pool bar, which offered typical bar-style food with average bar quality.
The BIG difference between this property and other Disney properties were the hotel staff. Very off-putting and unaccommodating. We were the only party checking in at the moment, but felt like the front desk staff were rushed and disinterested. I had a courier deliver our Disney tickets to the Swan prior to our arrival. Without going into deep detail, the front desk misplaced our tickets, and we were told "the hotel does not have them" by every member of the hotel front desk. After waiting about 90 minutes in the lobby, the concierge was able to locate my tickets in the back office. He was the only staff member who was legitimately concerned about my situation and pursued every avenue for a solution, including calling the courier and ticket agency for confirmation. Most disappointing to me - hotel management was nowhere to be found and clearly did not want to be involved. The only apology I was offered was from the concierge.
I feel this hotel benefits from location and has let the great service Westin offers consistently offers to fall short.
June 12, 2013