Rated 4 out of 5 by cookieallaire This is a beautiful hotel
We enjoyed our stay at the Swan Hotel and especially liked the convenience to the theme parks. As a SPG member, I have to make a suggestion. All of the Sheraton and Westin Hotels that we ever stayed at offered their guests complimentary shuttle service from and to the airport. The charge from the Swan was $22.00 per person with multiple stops. As a premium hotel, this service should be offered!
October 14, 2014
Rated 2 out of 5 by lyricalrose staff was pleasant, facilities need improvement
Reception and cleaning staff was pleasant and helpful. the air conditioning was uncontrollable. The settings would not do as set to do. The beds were placed right by the vent so that the air would blow on our faces through the night. Turning off the fan left the room hot and stuffy. Internet reception was terrible. The signal was the strongest in the bathroom and then only two bars. It kept cutting in and out so the it was very frustrating. The carpets always felt damp under foot. The elevator service was always quick and we appreciated that. Otherwise the grounds were immaculately maintained, and the rooms were spacious and comfortable.
July 16, 2014
Rated 1 out of 5 by AlicesDad How Difficult Is It To Change Sheets?
This hotel is a disgrace to the Starwood name. I had multiple problems with the Make a Green Choice program, first being ignored (they made up the room despite my green choice), then ignoring requests to specifically clean the room after my 5 year old had an accident in one of the beds. After multiple requests from the morning to late at night (include 3 in person visits to the front desk after 10pm), I finally got the room made up. To my horror, they just made the still wet bed, pee stains and all, and DID NOT CHANGE THE SHEETS. After 11pm that night, with two exhausted children, I finally got a set of dry sheets so I COULD MAKE MY OWN BED. This is the worst service I have ever had at a Starwood property.
July 8, 2014
Rated 4 out of 5 by Mike223 Hotel in General
The hotel facility was very nice and the restaurants choices were great. Shula'sSteak House was a fantastic dinning experience and the location of the facility was awesome. Our beds were also extremely comfortable. That was the pro's. Now for the cons: Our room needed some maintance attention. Our shower ceiling had been patched but not painted over making it look run down. The cabinet door that kept the refrigerator was coming off the hinges. Our door lock latch was broke. We reported these issues to the front desk people and I hope they had them repaired. Over all, I would recommend this resort to my family and friends.
August 3, 2014
Rated 1 out of 5 by Manju unresponsive staff
Very disappointed with staff. I had 3 rooms booked at the hotel and had to cancel one just before arrival. Only one off the rooms was available at check in at 3:30. That was fine as we would put all luggage into that room. I received the keys for the room that was not ready, but was told I would be contacted when the room was ready and they would tell me what room number we would have. No one contacted me and I went back to the desk at 6:30 to see about the progress. I was given the room number at that time. At the initial check in I was given the room passes, but was told that the computer was down and they could not print our names on the front side and I would have to come back later for that. They said our names had to be on the passes in order to get into the parks at the earlier time before opening.
When we returned to the hotel on Saturday after being at a park all day, we come back to a room that was not cleaned that day. I called and they said housekeeping must have missed that room.
June 25, 2012
Rated 1 out of 5 by WildandCrazyGuy I WAS SHOCKED
It started upon check-in and went down hill from there....shocking!
Four months ago we reserved a room with two double beds for three travelers only to find out that the hotel could only offer us a king with a pull out. "But it has a balcony" (which only fits two).
After our first full day of stay, we come back to the room in the late afternoon only to find that housekeeping has yet to be there. After a phone call, we leave the room and come back two hours later to find that the beds were pulled up, but the waist paper pails were still full and no towels were picked up or left in the bathroom.
The next morning, the phone rings at 7 AM advising us that we were due to check out the day before even though our reservations went through to the next day.
And that's just with the procedures.
The pool was small and hot giving no relief from the heat, the breakfast "coffee shop" was small and limited in offerings, and the 12 PM check out is restrictive.
However, you do not have to wait long for the elevators.
August 1, 2012
Rated 2 out of 5 by Mickey44 Disappointed
The location and access to Disney transporation were great, but we encountered a number of problems with the hotel that should have been easily remedied, but were not.
First, we were charged each day for wireless Internet in the room, but it never worked. We complained on the first several days of our stay and were told that the router had been down. It was never fixed, but, despite our requests, the corresponding charges were never removed.
We had earned a free night by staying at three Starwood hotels this summer. After earning that night, I confirmed with a Starwood representative that I could redeem that free night when I arrived at the Swan. During my stay, after a 15 minute wait with a Starwood customer service, I was told that the hotel would not honor the free night because I hadn't earned it at the time I made the reservation. I told this person that this was contrary to what I had been told previously, and she rudely told me that's too bad.
Also, the bathrooms were dingy and in desperate need of renovation or at least regrouting.
December 28, 2011
Rated 2 out of 5 by Joanne89 Needs improvements in cleanliness & staff
Kid pool was cloudy & filled with debree so my young one could not go in it. My room had hair in the bath tub & one wall had wet paiont that got all over my son. I reported both to the front desk. The pool side bar had ood food and drinks & bar tenders were very friendly. Bus did not come every 20 minutes. More like every 30. Staff attentivemness, friendliness needs improvement.
July 31, 2014
Rated 3 out of 5 by CJPoppyMA Average
We had high expectations for an above average experience on our first visit to Disney in years. The theme parks were great and meant expectations, nicely maintained as remembered. The Swann Hotel was clean, with well manicured grounds, nice pool and playground areas. We found our room to be clean, but dated. The main two issues with our room would be the lower end, spring type, mattress and the lack of adequate ventilation in the shower area. We have stayed in several Weston brand hotels and have never had this poor of a mattress. Hard to keep up with the Grandkids with a poor nights rest.
October 1, 2014
Rated 2 out of 5 by KCtraveler Location, Location... and that's all.
I was very pleased with the location of this hotel, as it makes a park hopper pass very valuable as one can take the walk way to either Epcot or the Studios very easily.
However, beyond location, I have very few positive things to say. I was supposed to get an upgraded room type, and even though I asked about it 3 times, no one every touched base with me about it, and we were just in a regular room type for the stay. I also felt as though i was inconveniencing the staff if I had questions or even when I simply asked for four extra pillows. The pillows were not there when we returned 12 hours later, so I called back to remind them, and then they delivered 3. Sure, this is a small issue, but it just goes to show that this hotel does not seek to provide its platinum guests with the SPG service of many other hotels. It was also very frustrating to see high school students taking the elevator to higher floors.
The room did not feel all that clean and the hallway smelled of bleach the night I arrived.
Overall, I'm very disappointed by the service, as that is one of the most important elements of a stay in my opinion.
March 11, 2013
Rated 1 out of 5 by BS23 Dissappointed
I expected Disney's finest quality and had high expectation for the service at this hotel, but from the beginning to the end, I was disappointed with my stay. The staff at the dining restaurants were not attentive. The hotel room itself was not adequately cleaned prior to my arrival. I found an empty pack of cigarettes in the closet and a broken seal on the water bottle that was placed in my room. When I discovered that this hotel was a Westin Hotel, I was even more disappointed, as they typically have high quality and satisfaction.
October 5, 2014
Rated 1 out of 5 by 888888 Swan Hotel
Room had blood on the wall and floor was dirty - disgusting
August 4, 2014
Rated 2 out of 5 by CM25 More Disney than Westin
Staying in Orlando each week, I've heard quite a few nice things about the Swan, so I thought I'd give it a shot with my wife for a quick two night stay. Since this hotel is "associated" with Westin, I thought it would be a pretty nice property. It appears as though Starwood hasn't really forced any of the "standard" Westin guidelines on this property, and it looks the same as when Disney first built it decades ago. The rooms are okay, but if it faces west, they get extremely hot in the afternoon. The only thing "Westin" about the room is the soap - they use Westin bedding, but the bed itself is certainly not a Heavenly Bed (and there is no Heavenly shower either). Since I was in an alcove room (Jr Suite), our room had two air conditioning units, but they could not get the room below 70 degrees. Maintenance came up and said they only had one unit on, because the thermostat gets "confused". Obviously a room of this size needs the additional a/c unit, or else they wouldn't have installed it, but they didn't seem to care, which made for extremely uncomfortable sleeping conditions. The parking options are paid either way - $15 for self-parking, or $20 for valet. I wish this was disclosed somewhere ahead of time. It's terrible for a hotel to charge you to park yourself. Finally, the hotel's resort fee covers everything a Platinum SPG member would get anyway - internet, health club, water. You are in essence paying $14/day for the ability to use the room phone. Overall - I was extremely disappointed with my stay, and I wish I had my wife stay with me at one of the other SPG properties that I stay at every week here in Orlando. I was embarrassed when I said this hotel should have been nicer than what I was used to.
June 4, 2012
Rated 2 out of 5 by Moregooder Lost it's touch
The whole experience was awful. The rooms were wrong. I have been staying at the swan for 7 years. Always a good experience. This year was different. The white rooms are awful, blocking the sidewalk to the pool was confusing and inconvenient. The water was not working for two nights, and when it did you had to run it for awhile to get out the rust. The wifi never worked one day. I asked for help, they told me that was a tech guy problem. The night man was unapproachable. The parking lot at Dolphin closed. Never could find parking at swan. (plus you pay for it!) I would not recommend this hotel anymore. The only good thing was Alexis. She made me forgot most of my problems, and she put me at complete ease. She really shows true professionalism. I would only go back if I could only deal with Alexis.
October 6, 2014
Rated 2 out of 5 by QueenKK Very Disappointed!
1. $15 for parking?? Disney doesn't charge for parking on their lots, neither should you.
2. Had $100 taken out of my account for "incidentals" and wasn't told that was going to happen! Since it was only an overnight stay I didn't put much money in my account and had to move money over when I couldn't purchase souvenirs that I wanted too, because my card was declined! Thanks for that!
3. Had to pay $20 for 2 bottles of water that I never even drank. The other perks for that $20 were access to internet (free on disney property!) and the spa and gym. WOOOPPPEEEE! One night stay doesn't mean I'm going to any spa or gym since I was barely in my room the entire time for even 10-12 hours. This charge is just bogus! Even if I drank the bottles of water they are $1 a piece! Come on!
4. No family style restaurants in the Swan, you have to walk over to the Dolphin for food since there isn't even a bottle of cold water to buy in the Swan! Yes, they have drinks, but NOT refrigerated drinks! Why not??? Just bizarre.
5. Although I didn't feel it so much, my family that was from out of town and the reason I stayed at the same hotel as them had many complaints about the staff and how rude they were. Very few of them smiled and didn't seem interested in even being friendly.
6. No bar soap in the room. Family also had this complaint, no bar soap in their room either. I checked in very shortly after the housekeeping was in the room I was assigned. In fact her cart was parked and she was just in the next room cleaning. After using the bathroom I found there was no soap! So I used shampoo. Directly afterwards I found the housekeeper and she got me a soap out of the next room because she didn't have any on her cart! So if she didn't have a stocked cart, then that means that most of the rooms on that floor weren't going to have bar soap. Shame really. I didn't leave a tip!
7. Garden Grove. Ate the breakfast buffet. Not very good. The scrambled eggs were still a bit runny, not cooked enough. Their seemed to be NOT enough staff there and the wait staff that was there were definitely over worked. Hard to get refills on drinks, OJ seemed to be a premium item, should be a drink you can serve yourself but is something you have to wait for your waiter to bring to you!?! Danish's etc weren't very good and were kind of stale.
8. Some type of drilling or hammering above my head before 9am!! Not sure if there was remodeling or what going on but someone was drilling or hitting a hammer consistently above my head! What the heck?? If you're doing work in the hotel, don't offer a room directly below the work being done!! If I'd wanted to sleep in, I wouldn't have been able too.
9. The parking even for a handicapped person is so far away from the front door, it's like walking 2 miles to get to your car, with all your luggage etc. I don't have the money to pay for valet everytime. I've never felt overwhelmed walking to a parking lot on a disney property before, the Swan was way too far away for me and didn't help my pain level.
9 reasons I'll never stay at the Swan again. And will never recommend it. Sorry, it's a beautiful place, and I wanted the magic feeling I always get staying on Disney property, no matter what the cost, I most definitely didn't get that while at the Swan, and neither did my family members visiting from PA. They were just as disappointed as I was.
December 3, 2013
Rated 5 out of 5 by kathy100 Best Bargain for Epcot
I have been going to Disney since they opened. I have stayed at about 10 different hotels on Disney property. For the location, you can't beat the Swan (i liked it better than the Dolphin!). All other Epcot hotels are double the price if not more. For the $, you are so close to Epcot and Hollywood Studios. The rooms are nice (basic hotel rooms) with great beds and good layouts (2 sinks, one outside of the bathroom). I love the gyms (one at each) and the pools are very nice. It has the ammenities of a Deluxe Disney resort at 1/2 the price. If you have little kids or are older, there is a lot of walkling but for everyone else, it is great!
November 17, 2011
Rated 3 out of 5 by cortenaz123 OK but didn't live up to expectations
very average rooms that seem to need a little care and attention:
e.g. the curtain was off its hooks and didn't close properly - essential when one is trying to get the room dark.
overall lighting in the room was very poor.
October 10, 2014
Rated 2 out of 5 by Allie0625 This hotel is unorganized and won't clean your room
This hotel has a green program where you can refuse to have your room cleaned every day in exchange for a $5 credit towards food at the hotel. We refused it 7 out of our 9 days and we only received 2 of those credits. Some days they even came and cleaned it when we refused it. Then on the days it was supposed cleaned, they didn't come. Also, we paid cash for some things at the hotel and they still charged our room- if my husband hadn't caught that, we would have paid twice for those things.
October 28, 2012
Rated 4 out of 5 by AD42 Loved the hotel and amenities, but the staff was awful
When we checked in we were told that our check-out time was 11am Sunday by staff member Matt. I told him my reservation stated check-out is 3pm on Sunday. He said I had to show proof of this! Shouldn't the hotel have the details of my reservation? The internet on my phone was not working at the time so I had to unpack my bags and find my I pad to see the reservation confirmation which indeed showed check-in 3pm and check-out 3pm. He was extremely unfriendly and made us feel very unwelcome! We also encountered problems with our room location. Besides having to deal with a horrible staff member we absolutely loved the hotel and area.
April 22, 2014
Rated 2 out of 5 by Timmy48 Nothing Special
I have been to the S&D many times over the years and my brother was married there 10 years ago. Thus, it Is sad to see that it has lost its magic. The staff, except the parking attendants, were all terrific. But it is a dated property. The quality of the restaurants is just ok. The rooms while clean are outdated. No one pickups the phone when you call. I am a loyal Starwood customer. But with so many other brands stepping up their presence in the area it's hard to consider coming back.
December 1, 2013
Rated 2 out of 5 by Ricker This hotel was a disappointment
The rooms were not clean, light bulb had to be replaced, toothpaste remnant was left on bathroom counter from prior guests, crumbs were in the sheets of the bed from prior guests, overall did not have a good experience, had issues with check-inas we had multiple rooms reserved, etc. Still have not had the hotel address the cleanliness issues we experienced. I usually stay at Westin - Starwood properties or similar quality and the Swan Hotel Disney location did not live up to it's name.
May 23, 2012
Rated 2 out of 5 by LastSwanSong Tired and over-priced
Location and expected amenities brought us to this hotel, The mold and three hours of dealing with THEIR reservation problems left me regretting my decision to stay. Definitely not magical!
July 14, 2014
Rated 2 out of 5 by Disney090814 Not up to Sheraton quality
Lobby and amenities were beautiful and well kept. Elevators were not working, so we used service elevators. Room decor, furniture, carpeting were dated and worn. I have had better rooms and beds at less expensive and lower rated hotels. It was not a luxurious room. Bathroom just passable on space and amenities, again dated.
Restaurants were expensive. Casual dining only available at the Dolphin. Hotel has been closed for work on water main to hotel in the morning of our check-in day. I think we should have been offered a room at the Dolphin.
Accessibility to Disney a strong point, but I have stayed at much nicer Disney properties.
September 11, 2014
Rated 3 out of 5 by tracey986 Gold Status not too important to the Swan
I gave as a Christmas gift a three night stay with my points to my son and his longtime girlfriend. I had requested a late 4 pm checkout on their departure day which is a gold member benefit. They would not honor that request and were not told on check in so they found out the last night that they could only stay until 12 pm. They would of planned their itinerary differently if they had know ahead and were not able to do a pool day.
February 19, 2014
Rated 3 out of 5 by PS441 Okay for Business travelers
Overall, not a terrible hotel, but not quite up to my expectations. The curtains in my room had multiple rips in them; dirty towels were not removed nightly, as I had hoped they would be. The water in the shower never got quite hot. Definitely clean and comfortable, would work okay for business travelers, but would not recommend for families.
October 6, 2014
Rated 5 out of 5 by Amy60 Staff is wonderful at this hotel!
I have stayed at this hotel many times over the past several years. It is so refreshing to see some of the same people at the front desk, the bell stand, even the valet parking attendants during my stays. They all provide great service and go out of their way to see that we have a great time during our stay. The rooms are quite large, comfortable and clean. I enjoy staying here and how close it is to all of the parks. The character breakfast on the weekends is fun for my grandsons, too. We just stayed there to celebrate my grandson's big 2nd birthday and we were upgraded to a very nice suite. Many thanks for this wonderful surprise! We can't wait to come back!
November 13, 2013
Rated 1 out of 5 by StarwoodTraveler Hotel Room Needed a Makeover!!!
I was so disappointed in the shabbiness of our room on the Preferred Guest floor. I was expecting a 4 star hotel and got a 2 star hotel. The room had a dirty grunge to it and the beds were definitely not "Heavenly". Had to move the bed to be able to get in on one side due to the bed being against the wall. The only good thing about our room was the view, but we didn't spend any time in the room to enjoy the view.
December 13, 2011
Rated 1 out of 5 by cdp82 This hotel has terrible service
As an SPG member I am very disappointed with the service at your hotel. I found the staff to be rude and lazy. I found the communication between your staff to be inadequate. I would not ever recommend your hotel. In fact there was a possibility that our flight may be cancelled and we were asked if we wanted to go back to our hotel and we opted to stay and wait it out at the airport rather than return. Whom ever takes care of the hiring of your staff needs to do a much better job. A simple smile goes a long way and that just never happened. From your staff member that was vacuuming the hall as we stepped out of the elevator, he pulled the cord as we stepped over as to trip my daughter and send her flying into the wall (as he simply replied "Oh watch yourself") What was that I mean how was my daughter?? he wouldn't even know as he just continued to vacuum. To the maid that was cleaning my room... I walked in one day and I apologized for being in her way and said I would hurry to get out of the room. She simply looked at me with a blank stare. I assumed that perhaps she didn't speak english? However a smile would've been nice. Much to my surprise her cell phone rang. She answered it, speaking english and sat on the bed for a few seconds before I asked her to take her call outside ??Again how rude. The list just goes on and on and on. I am shocked at the service and extremely sad as my kids never felt like they were at a disney resort. The employees at the parks were wonderful but I realize that Disney doesn't own the Swan or Dolphin and that is where the problem lies. More care needs to be take in the hiring of your employees. I can't express my disappointment. I was just one thing after another.
July 13, 2014
Rated 5 out of 5 by DH456 3 day gettaway for the two of us
We were looking for a hotel close to the Disney attractions and read about the Swan. I am glad that I took the posted reviews with a grain of salt because my wife and I would have missed the experience of a lifetime.
Upon checking in we received a room upgrade to a room 16 could sleep in comfortably. The balcony overlooked the Dolphon; we could see Animal Kingdom in the distance, Epcot in the other direction and Magic Kingdom in a third direction. We were able to walk from our room to Epcot World showcase in 14 minutes and did so each morning to enjoy breakfast in "Paris". The swan staff was over the top hospitable and gave extra ":green" points for bypassing daily room cleaning. The beds were the SPG stanndard of excellence.
We love Disney but the Swan stole the show on this vacation. If you are a SPG member and planning a trip to the theme parks, this is a can't miss! We will be back and thank you!
March 9, 2014
Rated 5 out of 5 by mama1 This hotel is elegant.
I found the hotel and guest rooms very cold. The air conditioning was extreme!
Also, my room did not have a clock/radio. Therefore, I had to rely on my cell phone. The lighting is very poor in all areas of the room. One lamp did not work at all. You need brighter bulbs!
October 6, 2014