Rated 3 out of 5 by KT022 Over priced for the experience
The hotel is nice enough and clean enough, but not so special as to merit the exorbitant cost. The decor is outdated and a bit shabby. There are no vending machines or mini-bars close to/in the room. The most unpleasant aspect of my stay was the high price of the food, especially considering the quality. It was impossible to order a reasonable breakfast (for one) for less than $25.00. I often paid more and the quality was below average. Some of the food was OK, but never worth the price. Room service was fast--usually 15 minutes. There is absolutely no reason to return here.
November 21, 2012
Rated 5 out of 5 by MichelleMeowmy Swan Hotel is a lovely venue for business and pleasure
I recently stayed at the Swan, having not stayed there in almost 10 years. The hotel is as beautiful as I remember, and the meeting rooms were great. The wait staff working with us were attentive and helpful. The Swan and Dolphin restaurants are excellent, accross the board, every one a culinary delight.
I found the front desk staff quite lacking however, for two reasons. First, the check in/out process was extrmely slow, and no effort at all was extended to help take care of people as quickly as possible. I was so irritated when it was finally my turn, it was difficult not to be rude to the apathetic employees. Also, one of our group was getting so ill I insisted I take her to the hospital. I called the front desk, got put on hold, then the person acted as "gatekeeper" when I asked for the manager. She needed to know exactly why he should be bothered by a customer, and when I explained I needed to get my colleague to the hospital but don't know where one is, she still guarded the manager from being "bothered". I was quite offended by her attitude and lack of concern for my friiend.
The best staff people are the food and housekeeping staff, as well as valet. The front desk and conceierge staff leave much to be desired.
March 22, 2014
Rated 1 out of 5 by carldaboater Unhappy
So when I checked in on April 3 2014, I was told I would have an $100.00 hold on the credit card. We ended up having $200 on one credit card and $100 on another. But what is amazing is everyone kept saying it didn't happened until we verified it with the credit card companies. So we spent the hour that we should have been listening to the keynote speaker for the conference we were attending!
Went to the Earl of Sandwiches what a disappointment! Went to the Garden Grove for the seafood buffet! Overlooked lobster...the seafood ravioli was horrible! This poor woman got burnt on the heating light when she tried to get crab legs from the back! Really should have a sign!
I was not impressed! I know I won't be recommending this resort hotel! Hoping your other resorts aren't disappointing! Oh yea I was inquiring about the vacation packages for my daughters and my grand kids! I was told at the desk that Disney don't offer vacation packages!
So I'm really disappointment in a place that pride themselves in customer service!
Oh yea I left my charger in the room...would think someone would have called!!
April 6, 2014
Rated 1 out of 5 by mochaspin2004 By far the worst vacation we have ever had
Let my preface this review with the understanding that I've waited a month for assistance, from the hotel, and a overall solution, which I still have not received. I booked this vacation for some true R&R for my wife, the kids, and I. I was hoping for a nice relaxing, as possible given kids and Disney, weekend for all of us. What it really turned out to be was the most awful hotel stay we have ever had. Firstly, I had the platinum desk confirm connecting rooms, which they were not. We were originally booked at the Dolphin, with the room change, this put us at the Swan, After checking in, getting up to our room, we figured out they had put us in a room with a view of the roof. After settling down we went to the park, spending a good part of the day, at Epcot. When arriving back at the hotel, we put the kids to bed, and started out day of relaxation. At about 10PM, we heard a loud bang at the door, to our room, then the door opening, which was stopped by the bar. A security guard was standing outside, with two gentlemen, who claimed that our rooms were in fact their rooms, echoed byt the security guard placidly accusing us of not belonging in that room. In the process of the this ordeal, the noise woke up all three of our children, keeping them up well past midnight. The following day, we woke up to a letter under the door, claiming that our credit card had been declined, and we needed to come down the desk right away. Before heading dAown we spoke to US Bank, the card issuer, who had no idea what the Swan was referring to, and added that they had taken authorizations for more then $5500, for a $1900 stay. This was the last straw, we immediately went down to the desk, who apologized for the mistake, but making it seem as if we were being rather bothersome. After asking for a manager, who had one of the more rude, and dis-contentious conversations, I have ever had with a hotel manager. I immediately called the platinum desk, who got on the line with the hotel, and came back with an offer of free breakfast, for the rest of the stay (two days), and 20,000 Starpoints, from Starwood, and 10,000 Starpoints, from the Swan. I have still yet to see the 10,000, from the Swan, and furthermore I never even received all the points, for the stay, that I should have. I'm a very good SPG customer. and the Platinum Desk treated me well, but I will never even stay at the Swan, and/Dolphin again, nor would I recommend these hotels to any friends, colleagues, or family. I am extremely disappointed with not only the treatment we received, but also the proposed solution was never even followed through with.
January 23, 2014
Rated 5 out of 5 by swans outlet
the only improvement i would say would be in the bathroom the light switch is in a bad place and when you go in the dark to turn it on you bang your hand
April 6, 2014
Rated 3 out of 5 by FLSL good - not great
Although I like the Swan very much for many reasons - the location can't be beat to see Disney and stay in a top notch hotel, there are two vanity areas, two queen Heavenly beds - this hotel consistently has housekeeping issues. I would recommend this hotel for a 1-night or 2 night stay without a second thought. Longer stays may result in you having issues with your room getting cleaned timely or properly. Also, clarify verbally what the "green choice" is, as what they print is not actually the way it works, so you can end up with involuntary green choice. And if you are a gold member, you can pretty much assume you will not get a 4pm check-out. It rarely happens here, if ever.
October 21, 2011
Rated 3 out of 5 by fugitive fugitive
Does a good job for he volume.
April 6, 2014
Rated 3 out of 5 by Sleep2 Problems with wake up calls
Various problems. First, the room clock was not set to DST and could not be reset, so the desk sent up a new clock. However, it was on AM instead of PM, so did not go off the next morning.
As a back-up, I asked for a wake-up call - but it never came. Luckily, I woke up in time to go to my meeting.
The next day, I asked for another wake-up call at 6:30 (I told them about my previous problem and they said they would make sure all was OK). Later, my morning meeting changed, so I called back and asked for 7 AM. However, the call still came at 6:30 - better than no call, but still was wrong.
Summary: 0 for 3 on wake-up assistance.
March 22, 2014
Rated 2 out of 5 by pmorris37 Room for improvement
I'd recommend this hotel to others solely because of its location. Otherwise, you can do better. For example, finding the maid's artificial fingernail on the carpet was absolutely disgusting. And the resort fee is confusing. We were supposed to get Wi-Fi and the fitness facility for free, but in both instances the information/signage indicated that fees were payable on usage. And why do you close the fitness facility at 9:00 p.m.? Getting our $5 green vouchers was a headache. They were supposed to be left under the door. They weren't. A call to the front desk directed us to the concierge desk. A visit to the concierge desk resulted in a perplexed look and direction back to the front desk.
November 8, 2012
Rated 1 out of 5 by MissV Did not have a great experience
rooms need to be upgraded, housecleaning needs to be consistent, the hotel elevators smelled, the hallway to the room smelled, my room smelled, I reserved a resort view and was put in a room that faced trees. I saw nothing else. The hotel should re-class that to just a standard room. I was tempted to speak to a manager about this but after such a long flight, it wouldn't have been a pleasant conversation. Also, I purposely booked a property on Disney thinking, they have a standard but this was not the case. I'm a spg member so I decided to book here because of my membership. I will avoid booking this hotel again.
December 18, 2012
Rated 1 out of 5 by rt543 Dirty Room
For the amount of money spent this room should have been spotless instead of crumbs on the desk, hair in the shower, old cereal on the bathroom floor, hair if the towels, brown goo behind the toilet and overall uncleanliness.
April 4, 2014
Rated 3 out of 5 by NoRoomdisney No Computer Systems, No Apology
We arrived at 11:30AM to check in and were informed that the computers were down so no checkin. The desk clerk would not let us keep our bags in our daughter's room...paid the bellman to take our bags to our daughter's room. Again tried at 4 PM and finally we could checkin but no room Key....place was a near riot with bags everywhere. Finally got our room key at 9:30PM.
Also at dinner at the hotel they had to do the bill by hand...no computers
Oh yeah at night the power was going off for 4 hours so here is a glow stick.
March 30, 2014
Rated 4 out of 5 by Crissy2 Perfect family hotel for Epcot and Disney Resorts
Between the Swan and the Dolphin a guest is able to have choice of restaurants and the Mandarin Spa.
April 4, 2014
Rated 1 out of 5 by AbbieCT Internet and service issues, management does not respond
I used 40,000 Starwood points to book this hotel for our late honeymoon and my first ever trip to Disney - I wish I had saved them for another vacation and paid to stay elsewhere. The first day we arrived, we showered upon arriving back from the parks and immediately noticed that the fan in the bathroom was broken and there was a long black hair in the folded towels in the bathroom. We ordered room service to arrive at 7:15 the next mornings When it had not arrived by 7:45, I had to call room service to find out where it was. It finally arrived at 8am - 45 minutes late. One of the evenings we were there, we tried to order dessert from room service. The phone rang for almost 3 minutes with no answer. When we called the front desk, they were unhelpful and told us to "just keep calling." So we did, but this time I started the stopwatch on my iPhone - it rang for 10min and 21sec before someone finally answered. Two of the days we were there we didn't receive any washcloths and I had to call and request them. My main complaint about The Swan is the internet - it is TERRIBLE!! The first day we arrived, we noticed that the connection was extremely slow so we thought that maybe we weren't on the right network. I called the front desk - they couldn't help identify what network we should be connected to so they connected us to the help desk. After 5 min on hold - I gave up. The next day, we were so fed up with the extremely slow internet (a simple search engine took 4 minutes to load!) we called the front desk again. Again, we were connected to the help desk. We spent almost an hour and half on the phone with them only to be told that there was nothing wrong with our computer, "the hotel internet just doesn't really work with Apple products." Um, what? The front desk gave me a $75 credit to the business center, but my husband manages film writers and directors that need to be able to reach him when it is convenient for them. We found it easier to go off The Swan property to use the internet on our phones. I asked to speak to a manager, but was asked to fill out a comment card instead. I filled out the entire front and back of a comment card and explicitly wrote on the comment card that I wanted a manager to contact me. I checked out on 9/8 - it is now 9/30 and I have yet to hear from a manager. I also followed up with a detailed email on 9/30 and have yet to hear back (it is now the evening of 10/1). We are already planning a second trip to Disney and we will NOT be staying at The Swan. In fact, I am considering canceling my Starwood Amex as I also have a Platinum. This was a very, very disappointing stay at The Swan. I highly recommend that you stay elsewhere.
October 1, 2012
Rated 1 out of 5 by CodePEZ Not Worthy of the Starwood Affiliation
As Starwood Platinum Member, I travel extensively on business. Several times a year—not often enough—I travel for leisure or vacation. In this case, however, it was the complete opposite. Instead of a relaxing two-night stay with the EPCOT Food & Wine Festival in our sights, we were subjected to a weekend filled with unacceptable service, disorganization, and “un-Starwood-characteristic” events.
My wife and I arrived at the Walt Disney World Swan on Friday afternoon. There were a few individuals in line to check-in, but no one in the Starwood Gold and Platinum Members line. We stood alone in the line for fifteen minutes while others were called to the front desk from the other lines. After finally getting our turn to check-in, the desk clerk did not acknowledge my Starwood Platinum status and handed me the room keys for a lower-level room with a garden view.
I had a confirmation in hand, clearly showing that I had booked a resort-view room with a balcony. Additionally, as a Starwood Platinum Member, an upgrade is supposed to be automatic. This was clearly a downgrade. The excuse, of course, was that there was simply no availability. Meanwhile, guests in the other lines were getting rooms on higher floors with resort views. We were meeting guests in the park, so had no choice but to accept the third-floor room.
We walked into the room and were thoroughly disappointed. I called Guest Relations and explained the situation. The customer service representative was apologetic, and offered an alcove room on the fourth floor. We accepted, and Bell Services delivered the room keys to our third-floor room. We moved our luggage to the fourth-floor room, and left the hotel to spend the evening at the EPCOT Food & Wine Festival.
We returned from the park after 11:00pm. Walking down the corridor, we noticed a room service tray on the floor in front of our fourth-floor room. The room keys did not work, so we traipsed down to the front desk. The desk clerk tried to explain that our luggage had been moved back to the original third-floor room because of a maintenance issue with the fourth-floor room. We were clearly upset. The night manager tried to explain, but the story was not making sense. We spent the night in the original room.
The next morning, the hotel manager called to explain the situation. The hotel rented our fourth-floor room because someone failed to enter it properly in the computer. When the new guests arrived to the fourth-floor room, they discovered our luggage and called the front desk. The hotel’s housekeeping service moved our luggage and electronics to “lost and found.” As we stood at the front desk during the confusion on the previous evening, the hotel bell services realized where the luggage belonged and rushed to get it to the third-floor room before we noticed.
In an attempt to make the remainder of our stay pleasant, the hotel manager made available the Presidential Suite as well as a few additional amenities. The twelfth-floor room was spectacular for the few hours we had to enjoy it. The drama and disorganization of this hotel made it difficult to enjoy the weekend in the park. All of this could have been avoided if the hotel lived up to the standards of a Starwood property and honored the fact that we are Starwood Platinum Members. At the very least—and to prevent this debacle—the hotel should have simply given me the room I originally booked. It is yet to be determined whether or not I will return to the Walt Disney World Swan.
October 10, 2012
Rated 5 out of 5 by opera great hotel
W have stayed at both the swan and dolphin a number of times. Both hotels provide excellent service and facilities. The gyms are well equipped, clean allowing for a thorough workout. The restaurants provide a variety of food choices. Epcot and boardwalk are within walking distance or can be reached by boat service.
All in all our recent stay at the swan was a great experience.
April 1, 2014
Rated 1 out of 5 by katiek123 Swan
So disappointed, the Swan used to be a great hotel, not anymore.
The entire hotel needs updating, it just looks so old and tired.
Our room was damp, musty, smelled awful and the counters were actually sticky. There were puddles of water in the drawers and we found the last guest's contact case on the floor - so obviously the room was not vacuumed.
Very disappointed that there was no indication on the web-site that the tennis courts were under construction - only one court could be used.
Turning off the hot tubs at 9pm is ridiculous. None of the Disney hotels do that.
Lastly - went to the spa, which was very expensive, and again, the common areas need updating and of course the steam room was under construction.
Just disappointment after disappointment after disappointment at this place. Even as a SPG member, we will never stay here again.
August 8, 2012
Rated 1 out of 5 by CLR1 Everything is inconvenient
No vending machines. No soda or beverages available in entire hotel except for in restaurants. Only thing gift shop had was unrefrigerated bottled water. You had to go outside to the neighboring hotel and even then it was the same thing in the gift shop. Hidden on the first floor was a mini cafeteria with a small selection of cold drinks and snacks. Restaurants had very limited and disappointing menus. Thumbs down. Rooms were average.
August 3, 2012
Rated 1 out of 5 by notaswanfan First visit to the Swan
This was our first stay and we would not recommend the property. The staff was not helpful- very un-disney like, housekeeping broke into our room after we put do not disturb signs on our door.
We ordered room service and the waiter lied to my wife and told her there was not a gratuity on the bill for him which I caught thankfully- very dishonest.
they lied to us about where the boat takes you for Epcot and how easy it is to get to the parks from the resort.
Management was not helpful either.
Overall, dissapointed is the wrong word, disgusted is the right one, we will not be back.
August 13, 2012
Rated 5 out of 5 by Cynthia9999 This hotel has a lap pool for swimmers and scenic run areas.
I loved working out in the lap pools, running around the board walk and to Hollywood Studios, the Grotto pool with slide, the swan pedal boats (so fun), all the beautiful swans and dolphins everywhere, the cleanliness of the hotel and rooms, the light show between the two hotels, and all the great restaurants.
April 1, 2014
Rated 5 out of 5 by 3tink3 Bring ear plugs
I have stayed several times at this hotel, great loocation, wonderful beds, love the size of the rooms. One of the biggest problems is the noise in the hallways and the other rooms. The walls must be made of paper. You can hear everything coming and going in the hallway and even from the rooms next to you, including the toilets, showers. Not that this is the hotels fault, but you would think that people could be a little more considerate when coming and going not only early mornings and late nights (I understand this is Disney )in the hallways. Also, the doors slam everytime soneone opens them, including housekeeping.
January 13, 2012
Rated 5 out of 5 by dmcclel2014 Recent stay
We recently stayed at the Swan using SPG points. Over all we were very satisfied with our stay. Our only issue was with housekeeping. I called the day before check-in and requested that a rollaway be delivered to our room before check-in because we would be getting in very late and had to be up early the next morning. The guest service rep on the phone stated that he would get it set up. At check-in we discovered it had not been put in the room but it was requested while I was checking and and told it would be there soon. 2 hours after checking in (12:30am) we still had no rollaway. I have 2 small children that had been up early that day and would be getting up early the next day. They really needed to get to bed. After several calls to the front desk I went down to the check in desk and expalined the issue. The front desk clerk was quick to act and within 10 minutes we had the rollaway. It as explained there had been some backups in housekeeping. Other that this our stay was perfect. Did not get to use the pools or much of the hotel ammenities but the grounds were well kept and rooms were great. There was no mention of the fact we were SPD members though. Front desk check in staff were great (Matt and Craig I think )
April 1, 2014
Rated 5 out of 5 by Roman1 Great weekend
3 Day weekend. Best part is the Sunday late checkout. We did not fully take advantage of it, but if was nice not to be hurried. This is are second stay and is always a great experience!
March 31, 2014
Rated 3 out of 5 by hondo The Swan
Great location, beautiful, property, very tired rooms. The Swan is far overdue for a serious remodel. The rooms are outdated and the furniture is beat up. However, the structure and grounds are beautiful and well kept. The location is convenient, and the common areas are comfortable.
In summary, good property but for the price, I will try something else on the next visit.
March 29, 2014
Rated 1 out of 5 by MakeupPro Your valet abused my vehicle
I stayed at the Disney swan march 23/24 and the shortly after taking my car back from your valet a sensor in my car came on indicating that the cars rpms had been maxed . It's a safety mechanism that protects the engine when the gas is pressed full throttle. I've owned 4 of these cars over the last 7 years and never seen this.
The Valet that returned my car to me Monday morning was A.J. And he commented on how nice my car was. I tipped him not expecting the car to report back to me that it had been abused.
March 25, 2014
Rated 5 out of 5 by jam27 Swan Hotel
Loved everything--just wished the pools and hot tubs were open later--after park closings..
March 30, 2014
Rated 2 out of 5 by hew111 SPG/Disney
This hotel has identity issues since it is an SPG hotel on Disney property. Unfortunately it feels like neither entity claims responsibiltity for it. You don't get the Disney treatment since it's not a Disney hotel but you also don't receive the usual SPG level of treatment either. They skip over your status recognition and charge extra for things that are included at other SPG properties like bottled water, parking and business center usage. I was able to get them to waive the resort charge upon checkout as a result of my Platinum status but I had to be proactive.
December 21, 2011
Rated 4 out of 5 by TravelerB Some Good, Some not so good
The facilities outside of the room were fantastic, pools, outdoor areas, landscaping. Room was just average, when you ran water in sink, toilet bubbled, drapes were torn, and windows filthy. Evening order breakfast card not picked up 1 of 3 nights, a free breakfast voucher was later provided. Restaurants struggled to keep up with demand and this was not peak season.
March 3, 2014
Rated 5 out of 5 by Zee23 This hotel offers first class family enjoyment
Beyond the outstanding location, restaurants and facilities offered to the guests; the people working for this hotel truly make the difference. Every staff member treat the guests like they are special and make the extra effort to ensure your family is enjoying all aspects of their vacation! This is our eighth time visiting the property and we keep returning because we feel so welcomed and valued as a guest. We feel part of the family and would highly recommend this hotel to anyone. The hotel creates family memories that will last a lifetime!
March 18, 2014
Rated 5 out of 5 by Marcy11 The Swans location was great ..
Easy access the parks via the bus and easy acces to surronding areas via taxi was great.. Lots of variety for food options at the swan and dolphin. Richard at the Lobby bar (Dolphin) was great!! and James at checkin made me feel very welcomed and was able to answer all of my questions.
March 25, 2014