Rated 5 out of 5 by drewgonz12 Help even in emergencies!
We have stayed at this property before but this time was absolutely excellent. I am a SPG Platinum member and we had booked 2 rooms for a family of 2 grandparents, 2 adults and 4 kids (3,6,9,11). We were upgraded to the presidential suite (complete with piano!) which was amazing to unwind at the end of long Disney days. The refrigerator was very nice as well. The amazing part came when my daughter tripped, fell and cut her ear pretty bad. We called for emergency help and the safety and support staff were amazing. The came quickly, helped get the Disney EMTs to the room and kept everyone really calm. We ended up needing to go the urgent care and they provided vouchers for the the taxi ride. Just a amazing level of support for a trying experience. All the usual stuff holds true as well with location and on property benefits.
Thank you Westin Swan!
July 30, 2016
Rated 5 out of 5 by SeanTO Orlando Mixed Visit
I had to come to Orlando for work, and my wife wanted to take our children to DisneyWorld. Here's a summary of what worked great and what needs improvement.
1) DisneyWorld is an absolute disaster for upfront information. There is a "Fastpass" that is available sooner for guests of Disney Resorts versus people not staying on Disney properties. This was highly confusing for me, I kept getting conflicted information from The Disney people and the hotel people. As I was not going to Disney, I had to add my wife to the reservation so that she could book this "Fast Pass". I'm still confused, and I wish the hotel could explain it better or at least be able to connect me simultaneously with Disney to I don't have to call 2 places who keep pointing the finger at each other.
2) Initial check-in; My wife arrived at the hotel earlier than me. Despite my having communicated with guest relations in advance that this would be happening; my wife got attitude from the front desk when she inquired about the platinum upgrade.
1) Guest relations were truly outstanding. They communicated with me numerous times and put things in motion for my stay to be as enjoyable as possible. They were diligent, helpful, and very professional. They sent a bottle of wine and cheese to my room which I thought was really classy, and a really nice touch. When I had other slight requests they took care of them and made my stay seem effortless.
2) Front Desk Manager. OUTSTANDING. When I called the hotel to inquire as to why my wife was getting attitude at check-in, he took control of the situation, apologized, upgraded me, and made me feel like my platinum status has value. I think his name was Mark and he expeditiously dealt with my displeasure.
3) Rooms; If you get a suite... it's amazing. Spacious, clean, comfortable, really enhanced my stay. I was able to get my work done while the family enjoyed their time at Disney.
July 22, 2016
Rated 5 out of 5 by Mike1976 Great Value for EPCOT location and Overall at Disneyworld
I have stayed at several of the Disney run properties, a number of the non-Disney properties at the area adjacent to what used to be called Disney Downtown and both the Swan and Dolphin on separate trips, and at this point I strongly recommend the Swan for its service, location and overall resort feel. Not too big that finding the room has you wanting a map, but a very nice layout and comfortable feeling for relaxing in between park visits.
July 18, 2016
Rated 5 out of 5 by VeryGoodPointsStacey Great Disney area Hotel
I really enjoyed my stay at the Swan (a Westin) a hotel. The hotel rooms have been updated and are fresh and clean. I loved the bed.
There are tons of food options on the property and also great free transportation to parks and shopping areas.
The boat to Epcot is a great convenience.
The food at the hotel is good, but a bit pricy (although I went in expecting that at a Disney hotel.)
I would recommend this hotel!
July 13, 2016
Rated 5 out of 5 by Beth94 Anniversary celebration
Simply loved the proximity to the parks. We were visiting on an adult trip and had a blast!
July 13, 2016
Rated 5 out of 5 by lestxu Good experence and if I come to Disney again I will stay Swan again.
Good experence and if I come to Disney again I will stay Swan again.
June 18, 2016
Rated 4 out of 5 by Shell15 Hotel with great Disney location
The Swan is conveniently located right next to the boat docks taking guests to Epcot and Hollywood Studios. There is generally much less time spent in transit compared to hotels where bus transportation is necessary. The hotel has buses for the other Disney parks and Disney Springs. The Boardwalk is about a 10 minute walk from the hotel with lots of restaurants and entertainment possibilities there as well.
We had a great week-long stay at the Swan with any small issues taken care of immediately by the staff. The pool area with beach on the Dolphin side is well worth a visit. We have stayed here previously and will plan to return again.
June 6, 2016
Rated 4 out of 5 by ARA2011 clean room, somewhat overpriced food & beverage
Liked the room, but was talked into upgrade at 40 extra a night! I was told we would have a view of fireworks, but nothing but a tree for a view, feel like I should be reimbursed for the 80.00 . The food was far overpriced for the quality. very nice staff, clean room .pool was nice also. no microwave in room
June 5, 2016
Rated 5 out of 5 by cherpau Loved it...
We had a wonderful time...The. Staff were wonderful...pool was great...food just ok...but we really enjoyed ourselves and will be back...Thank you
May 3, 2016
Rated 5 out of 5 by FL3808 First Class Service
I was staying the weekend with my sister and my nephew who was turning two. They upgraded us to a suite and left a Mickey stuffed animal with balloons in the room for my nephew. It made us all smile and feel so welcomed in the hotel!
May 3, 2016
Rated 2 out of 5 by MickM Good Location and Facility, needs service Improvement
Very good location for a family visit to Disney Word. Either by Walk (Epcot), Boat (Hollywood Studio) or Bus (Magic/Animal Kingdom).
Nice Resort Facility with multiple swimming pool and many other indoor and outdoor sport and gaming activities.
Don't opt for Green option if you are going to be staying for more than 2 nights as you will likely need someone to upkeep the room. Calling the service number does not help.
April 28, 2016
Rated 4 out of 5 by KASHA123 Drinks
Pool side drinks are on the expensive side.
April 28, 2016
Rated 4 out of 5 by Thadorian Good, but not Great
Make no mistake, this is not a Disney run property. It has amazing convenience of being just a short walk or boat ride to two of the parks, but walking by the amazing Disney hotels leaves you wanting of more. In fact, we spent more time at those restaurants and stores than anything at the Swan. The only positive I found was that it was a SPG property which allowed me to book using points and accrue points as we went.
This is not to say that the property was bad by any means, it was a bit above average for a hotel/resort but the environment is what made it seem lacking. Also, no airport transportation is simply frustrating when the Disney properties do it.
April 27, 2016
Rated 1 out of 5 by Ica0218 Customer Service is pretty much useless
Everytime that I had to make a call to customer service for help they just refer me to call another department. The main thing I was not very happy with was I got charged parking fee for my entire stay instead of the days that I actually used the parking. When I checked out, the front desk told me I will be charged $70 but charged me $153 anyway. And when I tried to fix it, emails and phone calls are a pain! I don't have all day to wait on the line and when I finally got through, they told me they couldn't help me so they transferred me and I had to wait again! This hotel is not worth it.
April 25, 2016
Rated 4 out of 5 by Craig2016 Surrounded by options
Nicely maintained property, rooms updated nicely. Lots of dining choices at Swan and Dolphin, also nearby Boardwalk.
Our only issue was that we upgraded to a "resort view" room on the top floor. We had to listen to the elevator motors until maybe 2AM, and then they start up again around 5AM. Try to get a resort view on 10 or 11 instead of 12, and you will see the fabulous fireworks from the Hollywood Studios theme park every night!
April 25, 2016
Rated 1 out of 5 by TMNY VERY DISAPPOINTING Hotel
I am a Platinum member and had asked for a late check out on our last day. My family and I wanted to enjoy Hollywood Studios before we came back to the room to change for our flight home. At check-in, the front desk member confirmed my late check-out status. When I asked her if I should come to the front desk the night before departure to confirm this, she told me not to bother as it was "confirmed". On the morning of our last day, I came to the front desk to make sure that housekeeping would know that we had a late check out. The same staff member was on duty but this time told me that I couldn't check out late. When I asked her why, she didn't have an answer at all. In speaking with her manager, he told me that my room was needed for another person. Asking him what would have happened if I didn't come down that morning to confirm, he didn't seem to have an answer. I'm more disappointed that a front desk staff member could be so sure of something one day and then not have an answer at all when the opposite occurred three days later. If you just want to be close to the Disney parks, this is a great location. However, if you want to feel like a valued guest, this is NOT the hotel to stay at.
March 31, 2016
Rated 3 out of 5 by PragmaticDesi An underwhelming experience
I am a long-time SPG Platinum member, and travel a fair bit (domestic and global) for business and personal reasons
Each year, I try to take the family on a special vacation and if possible, leverage my SPG Platinum status. We've had some great experiences over the years - esp in Portugal (Pine Cliffs!), Greece (Romanos), India, Colorado and elsewhere.
My stay at the SPG Swan was underwhelming.
(+) The hotel is close to Hollywood Studios and Epcot
(+) Some of the staff members (Elizabeth at check-in, some of the servers) were quite helpful
(-) The SPG guest relations person who called us a couple of weeks before we came gave us incomplete information about the parks
(-) The concierge was of limited help in locating good Indian restaurants or in guiding us re the best way to get to Legoland
(-) The room we got was average - no view/ no upgrade, phone wasn't working, and room service was spotty (sometimes they'd leave water bottles, sometimes not)
(-) We asked for a microwave oven - at time of reservation, again when we reconfirmed our stay, when the guest relations exec called us, at time of check-in, and two more times. No sign of the oven. NO RESPONSE EITHER
(-) The service at the restaurants was mixed - some very attentive servers and others who didn't seem to care much
Thankfully, I don't anticipate visiting Disneyworld again for quite some time. And I won't need to stay at the Swan again.
March 30, 2016
Rated 5 out of 5 by Sophie0926 Great room with great service
I absolutely love this hotel! The staff at the front desk were kind, attentive, and professional. The hotel was very busy on Valentine's Day weekend and I was able to get very personalized service and I never felt rushed. I was also upgraded to a room on the top floor with beautiful views and The picture of the room that I saw online was exactly what I had gotten. It takes approximately 10-15 minutes to walk to Hollywood Studios from the hotel and the ferry is pretty good with sticking to a schedule, also it takes about 10 minutes to get back to the hotel from Hollywood Studios by ferry. I'm not a fan of the resort fee plus the cost of parking, which totals to about $50 per day, but it is still cheaper than some of the other hotels of the same caliber. Don't forget to take advantage of extra magic hours and book your FastPasses 60 days in advance, which will get you first dibs on all of the great rides. Some things, such as the elevator, still need a refresh, but overall the hotel is beautiful and I will be staying again next month.
March 28, 2016
Rated 3 out of 5 by jamyandtami Still Charged over $200 for a free stay with SPG points
During our recent stay we were charged over $200 for a stay that was booked with SPG points. I have no problem with the parking charge, and we had a single breakfast one day as room service. But to be charged for the following (as I was told when I asked) - Resort charge - which includes your access to the FREE Wifi (then it isn't free), the complimentary water in the room (which doesn't say is complimentary - so we didn't touch it in fear of being overcharged for it). During a 3 night stay, we never once had our room cleaned. We had to request additional towels the last day for our showers. We were out of the room almost ALL day each day, so there was no excuse not to clean the rooms. When I called and spoke to the front desk after our trip, she actually asked if we requested not to the have room cleaned? That was her way of handling my concerns - blame it on my reservation request, which I never requested. I was told I would be a given a $50 credit, which I still have not received over 3 weeks later. This hotel should NOT be permitted to use the Walt Disney name, since you get NONE of the Walt Disney ammentities.
March 28, 2016
Rated 2 out of 5 by Cecemom Disappointed
The hotel was such a disappointment from the beginning there was a tremendous line a check in no one to greet the guests. The room was average at best we opted in for the green room option never received any information in regards to my spg 500 point benefit although I did text and call. When I checked in I was told I would not have to switch rooms although on the third night my card key didn't work and had to go back down to have it reactivated. There seem to be no management in sight ever just order takers. $18 per night plus tax for self parking and hardly any spots available. Disney hotels have free parking. The hallways were always filthy and there were room service trays standing for hours with half eaten food and dirty towels and plates on the floor. I only received my water and toiletries once although I was staying for four nights. The $25 resort fee is ridiculous I didn't even get my water but once. When I called down to the front desk the day prior to leaving and asked to speak to a manager after complaining about the room service trays I was put on hold for a bit. I hung up thinking they would call me back but I never got a call back. I told the front desk agent that I was a travel agent and I was so disappointed and probably would never recommend this hotel to any of my clients but that didn't motivate them to have the manager call me either. I haven't heard from anybody yet and hours have passed. I won't be recommending this hotel at all.
March 27, 2016
Rated 4 out of 5 by JP50 Location is great for Universal Studios and Epicot.
Meeting rooms if you are there for business are very cold. Bring a jacket.
March 21, 2016
Rated 5 out of 5 by JulieKim Amazing hotel
I'm so pleased with staying at the Swan. The hotel itself is detailed with Disney and the rooms are spacious and clean. The hotel has several restaurants to choose from, but we mainly dined at Garden Grove. We had a server Aziz who was absolutely magnificent. I couldn't ask for a better stay and service.
March 20, 2016
Rated 1 out of 5 by Pmcd99 Dosen't live up to the Westin/SPG standard
The disappointment started at arrival. Check in is at 3pm and I arrived at about 1:30pm. My room was not available when I arrived and informed the clerk at the desk that I had a meeting at 4pm that I needed to change for. I went poolside to get some work done, and waited until 3:30 to return to the desk to check the status of my room. I was finally able to get into my room just before 4 and ended up being late to my meeting.
A few of my colleagues arrived later in the evening and were told that the Swan was overbooked and would be able to move over to the Dolphin for the evening, although the Dolphin was going to be without power to the whole hotel from 2am-6am. Not an acceptable change for a hotel of this caliber, booking multiple rooms, and booked months in advanced.
I was also charged for valet parking even though I used self parking the entire stay.
Many other SPG properties in the Orlando area that will fill your conference needs if Disney is not in your plans.
On the plus side, the dining options in both the Swan and Dolphin are phenomenal, as well as the dining staff.
March 20, 2016
Rated 1 out of 5 by Scott2016 Uncaring staff
We had to call for housekeeping service daily. It was either done very late or not at all. The one day we arrived back after 3 pm for a 2 hour break before departing back out the the parks at 5 and when housekeeping came at 4 pm to clean she was very rude and rolled her eyes several times when we asked if she could come back at 5 after we left. The toilet seat was broken, the doors would stick. The staff seemed inattentive. We got charged for parking when we didn't have a car.
March 7, 2016
Rated 5 out of 5 by disneygetaway16 Great Experience
This hotel has an excellent customer service and is beautiful! While it isn't on disney property, the location and transportation offerings allow you to travel to all parks to enjoy a wonderful experience. In addition, when your children tire of the park, you can retreat to the lovely pool area to kick back and relax.
February 28, 2016
Rated 4 out of 5 by angel4pug grov restaurant
manager at grove restaurant refused to give me a full 50 per cent military discount on our meal. we were able to get the full discount at another restaurant the day before but this manager was very rude and it will impact our decision on our next visit. we have a family reunion planned for December 2016 and we were planning om booking 4 nights and five days suites for our stay and eating in these same restaurants. But if we are going to get this type of treatment we will be considering other options in the area.
February 26, 2016
Rated 5 out of 5 by KPMC Great updated room and superb location
We have stayed several times at the Swan. It is our go to resort while at Disney World. The update rooms are gorgeous. We enjoy booking the deluxe alcove room.
February 24, 2016
Rated 2 out of 5 by walt40976 Not up to Westin standards
There were several training issues with the front desk personnel in dealing with our reservations and placing the correct charges on our room. I am an SPG rewards member and had used my points for one of the nights and the second night was at a Florida residents rate we ended up getting locked out of our room the second day because they did not combined the reservations properly. We were also told by guest services before we even got to the hotel that we could use a Disney Gift Card on property and that was incorrect information as well. Although the hotel went through a recent renovation I really did not see much difference in the rooms other than an upgrade to the decor. It was very standard and not up to par for the Westin brand. I discuss these issues with the management before I checked out and I did receive $100 credit for our stay which was nice. However that being said I doubt that I would stay on this property again as it just does not live up to the Westin brand.
February 9, 2016
Rated 1 out of 5 by displeased111 I will not go back
Waited 20 minutes to check in and told there were only 2 people on duty. 12 people behind me were very unhappy. Quality of the food is terrible, especially for the expensive price. Rooms are unremarkable for the price. Service at the Blue bar was poor. I was more than ready to leave the Disney Swan after 2 nights at a conference.
February 6, 2016
Rated 4 out of 5 by Dave24 Almost to Disney standards
I checked into the Swan on NYE and used the Gold/Platinum. There was only 1 employee working it and 3 employees working the regular line. I assumed it would be faster as there were only 2 guests in front of me and 10+ in the regular line... Big mistake! Not only did I end up waiting over 20 mins to check in, but the other line moved faster but got longer. I don't know why SPG just doesn't remove them because they do not staff or work the line properly. Front desk staff was less then helpful (especially the night crew). I wont get into the details for fear of sounding like other annoying guests complaining about stupid things. The overall hotel is is nice and in a great location. The boats and Disney transporter that pick up near the hotel make it convenient to get around. Uber is also another plus to use in Disney. FYI... stay on property if you are visiting on NYE. It makes life so much easier.
February 1, 2016