Rated 4 out of 5 by BrianAlex Usually great
We stay at the Swan and Dolphin fairly often and are generally very happy. We typically get an upgrade due to our platinum status. However, our most recent stay was not great. We arrived an hour before check in time and there was only one person working the reception desk. We waited ten minutes for the person in front of us to be helped and as we moved up, several staff members came out from the back office. When I complained, I was told that it was shift change. Sorry, but I didn't think check in time should coincide with a shift change. We were then given the very last room from the elevator on the corridor (quite a walk). I felt the desk clerk should have noticed that I was traveling with two small children, one walking with canes, and this might be an issue.
November 12, 2014
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 2 out of 5 by Disneyvacation Additional Service Charge
An additional $20 was charged for Internet Services and water, per day, even for a SPG Gold member. This is not typical of SPG service. Also, dining options limited.
December 1, 2014
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 zlzoul Great WDW Hotel
A great property in WDW, which you could enjoy the free transportation system, extra magic hours and dedicated FP+ service (although in two of the four Disney parks no one checks your room keys, just a public FP+ desk).
Room was nice and they did value Platinum customers with bunch of Emails and upgrades. Even with the "Make a green choice" door-tag, housekeepers still managed to replenish some bottled water and take out trash, a nice touch.
Restaurant was good as well, sashimi in the Japanese restaurant was very fresh! Also I like the chance to greet Pluto and Goofy during weekend breakfast. :)
This hotel will be my first choice in WDW.
March 5, 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 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