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 5 out of 5 by MKBon very accommodating
The concierge desk and the Disney desk were well informed and very helpful. We celebrated our grandson's 2nd birthday with the breakfast on Sunday and the food and service were great. The Disney characters who were there were of course the biggest hit and we all had a great time.
June 23, 2014
Rated 5 out of 5 by Warren33 Great Location/Great Staff
This is the best and only hotel in Disney World that is in walking distance of two parks (Epcot & Hollywood Studios). As an added bonus, the Boardwalk and Yacht Club resorts are also in walking distance. The men and women working at this hotel were altimately why we will stay here again. All we had to do was ask.
June 22, 2014
Rated 4 out of 5 by mrkswife Great conference amenities and experience
This was a business/vacation stay with my first visit to Orlando. The rooms were a little "dated", but the service was excellent and the staff was very kind. The convenient restaurants and water taxi were a delightful addition to our stay!
June 23, 2014
Rated 4 out of 5 by Vash53 Great stay
Our first stay at a Disney Resort and we were very happy with the experience. We were close to Magic Kingdom and only a short drive away from many other exciting activities! After 8 visits to Disney World, this is now the start of a new and even more exciting way of experiencing the magic!
June 23, 2014
Rated 3 out of 5 by Isma Many opportunity areas
I see hotel needs an urgent remodeling, the rooms seemed to be old, the sink of my room was damage and droppijng water aoutside the pipe, elevators look old, the outside area looks much better than the inside
June 23, 2014
Rated 5 out of 5 by Hw24 The hotel has great rooms
The hotel offers a "green" program that gives $5 or 500 star points . Very nice to get free food with the coupons. The staff is always there to help. The pools are very good.
June 23, 2014
Rated 4 out of 5 by Myrtle12 Great Location
This hotel is located in a great location between Epcot and Hollywood Studios for your Disney Trip.
June 23, 2014
Rated 5 out of 5 by John1213 Great location to MagicKingdom
Great location to Disney attractions and great hours of operation, including the shuttle buses to Magic kingdom.
June 23, 2014
Rated 5 out of 5 by patti12345 Swan Dolphin
Everything was good. The restaurants were a little pricey. The apetizer we disliked was taken off our bill so that helped.
Did not like walking from Swan to Dolphin every time I had to go back to my room.
June 22, 2014
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 jam21 Stay Somewhere Else
It's not worth the price and you're nickled and dimed to death. The valets out front are EXTREMELY rude and about ruined our vacation from the get-go. There are way better Disney properties to stay at. The property is dated.
June 21, 2014
Rated 4 out of 5 by Grumpy17 Excellent Hotel/Staff. Only a few minor fixes needed
My family recently stayed at The Swan for Thanksgiving. The hotel room was excellent, staff was very friendly. 2 things that need attention: 1) the wireless signal in the room was awful almost not usable. I had my iPad that I was trying to use and my 2 sons were trying to use their iPod Touchs. Very disappointed and not something that should happen for this quality of a hotel. 2) room carpet was dirty and need to be cleaned more often. The white socks of our children quickly turned black within minutes of running around the room. Not a big deal for me, but my wife was not happy by the lack of room cleaning/attention
November 29, 2011
Rated 5 out of 5 by JoanneT Unfortunate check out
My family had a great experience at the Swan Hotel - excellent room and facilities. Check in was pleasant and rapid. Unfortunately, at checkout, I gave my name and one of our room numbers (1209; we also had 1206 and 1211). Debbie pulled up the bill and handed it to me; I failed to look at the name, but I indicated that I used Starpoints for the stay and the bill had entries such as "government discount" and this didn't make sense to me. Debbie said that there was no indication that this was a Starpoints reservation. I produced my written confirmation but she said that I would need to talk with Starwood directly and contacted them by phone. I talked with a representative and we realized that Debbie had pulled up a bill for another customer. This transaction took 25 minutes, while my family waited in the lobby. I should have used the express checkout but I wanted to have a print out. I did expect an apology from Debbie, but she handed me one printout (that covered one room) and dismissed me by saying "Be sure and keep the receipt and I hope you had a nice stay at the Swan." All other employees were friendly and helpful. I had several interactions with the concerge service and found each of them to be very professional and helpful. The staff in the Garden Restaurant and the hotel shop also demonstrated the "Disney" friendliness. Thank you for making this a special experience for my family!
June 21, 2014
Rated 2 out of 5 by Eagle12345 Adequate
First time stay at the Swan. At check in they did not have a king size bed available, As requested during reservation and received confirmation as such. Entered the room to find water in refrigerator, called front desk took 5 minutes to a answer phone. Staff very pleasant and had frig replaced within the hour. Rooms are outdated, but location on resort makes it easy. Room walls are paper thin. First night, baby cried from 3:00 am non stop never heard an adults voice. Got. Up to find the room next to us unblocked and door ajar, called security took 15 minutes to arrive and another 5 minutes shouting through the door no one answered. Not hotels fault! Just sleepless night and 3 more to go!
November 29, 2013
Rated 2 out of 5 by miko30 Insects, inappropriate charges!!
So the Hotel is great, location and restaurants and lobby. But, I found a huge cockroach the first night then they gave us a 100$ credit . the next day found a huge spider. also they function as a small hotel so I asked for cream fro my coffee they charged me a dollar for the cream and 3 dollars for room delivery!! I asked for a knife and they charge 3 dollars delivery?? anybody see that weird?? the simplest courtsey is to get stuff to the visitor and not charge him for getting him stuff such as cutlery?? long stopry short I regard that as a rip off and certainly cheap behavior froma big chain hotel.
October 31, 2012
Rated 1 out of 5 by Jody21 Did not meet expectations...
In additon to the rooms not being nearly as nice as other Westin hotels we have stayed in, the service was poor. We came back to the room from a full day at Disney and the room had not been cleaned. We promptly called to get clean towels and 45 minutes later we had them. An hour after getting to sleep, housekeeping was knocking on the door again with more towels. Housekeeping woke us up the next morning with more towel!
August 1, 2012
Rated 1 out of 5 by ChicagoDave Hotel was great in 1990 when it first opened but it still feels like 1990 inside today.
There was much confusion on line forums as if the Swan was built as a Westin, having just stayed there, I can confirm it was. However, that was in 1990, and it does not seem that any thing has been renovated since.
The lobby was small and dated, the rooms were average size, but the finishes were poor. The furniture and finishes appear original to the construction and look 25 years old. The bathrooms still have the original tile and there is not even a curved shower rod in the tub.
Proximity is great if you are going to epcot-- can walk right there.
One thing to note, I did not see that there was a parking charge of $15 per day before booking but there definately was.
Also, as a SPG gold member, i was upgraded to a room on the 5th floor that looked out onto a roof mechanical unit- could not have the balcony door open because it was so loud.
Too bad. Would not recommend staying here again.
November 24, 2012
Rated 5 out of 5 by bdufreak1 Overall very satisfied
I was pleased with my stay in general, the facilities were very clean and staff was very pleasant and supportive, however I was a little disappointed the parking was a separate $16 a day charge, and the food in general was priced slightly exorbitant. Overall though it was a very pleasant experience!.
May 19, 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 FloridaTravelers Hotel Needs a Facelift
Staff is great but the hotel room was outdated and humid! I felt like the carpet and furniture had a film on them. I won't be back EVER!
June 16, 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 5 out of 5 by moose99b Superior Customer Service
Superior customer service with all levels of expectations being exceeded from front desk to fitness
June 14, 2014
Rated 5 out of 5 by Jeffchas01 As good as it can get!!!
Staying at the Swan has every possible thing you can hope to do in one easy to get around hotel. Mini golf, pools, fitness, on the Disney boardwalk, incredible food, great service, reasonable pricing. Want to go to Epcot...walk right in, want to do nothing but relax, it is all here. Stayed in many high end hotels and the Swan is right there with the best of them. We will be back many times.
June 10, 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 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 3 out of 5 by Busymom06851 Room not up to par
I was surprised that someone checking in early with preferred status would get a room with the worst view in the building. Also, because my reservation had two confirmation numbers, they were just supposed to slip new keys under the doors since we were approved for the same room. Instead I got a letter under the door with no keys saying to pack my bags because I was being moved (after 3 nights). On top of it all, had to pay $16 a night to park at the hotel when many people were just lying and parking next door for free. Not the best experience overall.
April 20, 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