Horrible stay at the Dolphin!!!!!

[Amberly303]

My family just returned from stayin at the Dolphin. It was our worst stay we have ever had there. On saturday our first day there the heated pool closed at 6pm but they collected all the chairs at 3pm( due to a Convention)!! Everyone was cramped at the other pool, and not everyone had chairs if they just wanted to lay out at the pool. Then we had dinner at Shula's and me and my husband had stomach cramps for 2 days(mind you- this dinner cost us 250 for 2 Adultsand 1 child). So on Sunday we got up early to head to the Coral Cafe for Breakfast and they said we would have to goto Tubbies cafeteria because we didnt have reservations(what a let down), no one said we would need reservations for breakfast. Then from us feeling so sick on Sunday we decided to just relax in our room basically all day. Around 8pm we called room service and all it did was just ring! So we called the front desk they said they are just really busy from the Convention that came in the day before. So then I called the back to room service .......it rang once again then it was message telling you to wait on the line . I waited for 20 mins.I eventually hung up, and was furious by this point. I called back to the front desk again and told them i just couldnt believe this is the way we were being treated, and no one cared. To make a long story short they did FINALLY get us through to room service and we finally got to eat.
Then came check out( which we couldnt wait to leave at this point) they handed me my review of my bill and i had a charge on there for $42.99 so i questioned what this was from. My husband had made a call back here to Maryland which was a total of 6 minutes........i just couldnt believe it. That was $7 a minute we were charged........there was a surcharge of 65% (unbelieveable)
So then, i started seeing all these charges that i questioned them about and they said they just put holds on my funds........they had to estimate what they thought we would spend there at the Dolphin but these charges were released and now i only have to pay $300 and i would be done. So i did! But come to find out they never release the other amount of $384. So i had to call and fight with them about that .
Any how i just wanted to warn anyone who has a trip planned there in the near future.

[MinnieMe2]

Amberly, just a suggestion for future trips. We now purchase pre-paid phone cards and use those when we go away. At least you know how much you have to spend, and there are no unpleasant surprises when you get that exhorbitant charge on the hotel bill.

[Amberly303]

Well, I will make sure I purchase on of those next time. Thanks for the tip!
We just felt really ripped off........$7.00 a minute.........thats robbery.......lol

[NancyIL]

I'm sorry your stay at the Dolphin was a big disappointment. However, you would've had a big phone bill if you made a long distance call from just about ANY hotel. And yes - the pool does close occasionally for groups. I hope you'll be happier with your hotel choice on your next WDW vacation.

[Amberly303]

Yes I understand that I would of had a high charge for a long distance call at any hotel.
I then stayed at a Holiday Inn and made another long distance call for even longer 11 minutes and the charge was only $12.00.

[Disney-Kim]

this looks like an example of when staying in a convention hotel has its drawbacks.......I am glad to hear the differing opinions. I know not everyone's stay at WDW is the best.

thanks for your review.

[Amberly303]

Yes it does have it's draw backs.........thats for sure!!! I just feel like for all the money we spent we should have been treated alittle better. Even when we expressed how we felt ......they didnt seem to care.
Well this will be the last time we stay at the Dolphin

[NancyIL]

Just curious, Amberly - how many times have you stayed at the Dolphin? Your previous trip(s) must've been much better in order for you to have returned there last week.

You mentioned not having a reservation for Sunday breakfast at the Coral Cafe. There's a character breakfast there on Sundays, so that explains the need for a reservation - especially if it was Easter Sunday..

[Jen80370]

I'd also send a copy of your thread to the Starwood's corporate site. I did this after a stay in NYC at a W Hotel and i was not only refunded the cost of the room, but I was also credited 30000 starwood points to use at another hotel. Everywhere has problems from time to time...the true measure of a good business is how they fix them. I'd give them a chance to fix it. Keep going up the chain of command at the hotel until you receive satisfaction. It took me three phone calls, but I was quite satisfied with the result.

[laurenk]

It isn't just Dolphin who charges crazy phone rates. During our December trip we were charged $50.00 for two calls to Va. My DH never actually spoke to anyone either. Just left quick messages with work. The CM's at the Poly. took off most of the charge when they saw my mouth drop open.

[miko]

I am interested on how you made the original ressies for the Hotel. Last May I attended a conference at Coronado Springs and was told at time of making ressies that a conference was taking place and some "activities" were subject to limitation because of it. I am also attending a conference at Hyatt in 2 weeks and they also mentioned that a large group was coming and some inconveniences might be experienced. Sounds like your "agent" dropped the ball.

[Jen80370]

Good question miko...

[Amberly303]

We have stayed there 2 previous times. And yes, we were happy with the other stays at the hotel. But, I feel like when you pay that kind of money you should be treated much better than we had. Also when we brought it to their attention nothing was done. We normally never complain but this time we felt we had every right. We spent over $1700 total for our stay there, food, and gifts. I'd say thats alot of money dropped in a hotel for 2 nights.We were in Fl. for a total of alittle over 3 weeks and i must say we were treated better in the 3 star hotels than this 5 star.I think the Dolphin is just very under staffed right now. And im sure they know this.........especially since i was told by the man who helped with our bags. If I would have known this in advance i would have never booked there.
Hopefully they get more help and no one has to ex-erience such a bad stay as we did.

[Amberly303]

We have stayed there 2 previous times. And yes, we were happy with the other stays at the hotel. But, I feel like when you pay that kind of money you should be treated much better than we had. Also when we brought it to their attention nothing was done. We normally never complain but this time we felt we had every right. We spent over $1700 total for our stay there, food, and gifts. I'd say thats alot of money dropped in a hotel for 2 nights.We were in Fl. for a total of alittle over 3 weeks and i must say we were treated better in the 3 star hotels than this 5 star.I think the Dolphin is just very under staffed right now. And im sure they know this.........especially since i was told by the man who helped with our bags. If I would have known this in advance i would have never booked there.
Hopefully they get more help and no one has to experience such a bad stay as we did.

[dreamflight99]

Originally posted by Amberly303
My family just returned from staying at the Dolphin. It was our worst stay we have ever had there. (On saturday our first day) Then we had dinner at Shula's and me and my husband had stomach cramps for 2 days(mind you- this dinner cost us 250 for 2 Adultsand 1 child). So on Sunday we got up early to head to the Coral Cafe for Breakfast...


Saturday evening you had Dinner at Shula's, and were stricken ill with stomach cramps lasting two days? Yet, Sunday A.M. you felt well enough to desire BF at Coral Cafe? Did you contact the management at SHULA'S, (& Dolphin) and describe your stomach pains/affliction? Perhaps others were also ill, etc. This is the measure by which restaurants detect food contamination problems.

they said we would have to go to Tubbies cafeteria because we didnt have reservations(what a let down), no one said we would need reservations for breakfast.

The Character BF is presented on Sunday in the Coral Cafe. Sorry you were unaware of this feature.


To make a long story short they did FINALLY get us through to room service and we finally got to eat.

I presume you enjoyed the room service (a FEATURE N/A at many Resorts), as you made no mention of this experience, Good or Bad. The Dolphin has Tremendously Fabulous Room Service.


they handed me my review of my bill and i had a charge on there for $42.99 so i questioned what this was from. My husband had made a call back here to Maryland which was a total of 6 minutes........i just couldnt believe it. That was $7 a minute we were charged........there was a surcharge of 65% (unbelieveable)

All Charges may be conveniently and easily accessed and reviewed from the privacy of your room. The T.V. provides instant access to your Folio, where you may confirm all the charges posted to your account. If you detect any erroneous charges, merely call the front desk promptly from the comfort of your room and amend the situation appropriately. I check my folio for errors in this manner (to ERR is human), and always use express check-out when leaving the resort.

The phone charges are CLEARLY posted next to the phones in the Dolphin. If your husband wished to know the rate he would be charged for his particular Direct Dial call, he could have called the Resort Operator. They offer the info willingly and with pleasure.


So then, i started seeing all these charges that i questioned them about and they said they just put holds on my funds........they had to estimate what they thought we would spend there at the Dolphin

Most every resort property conducts business in this manner for unsecured accounts (those not secured with a credit card). Most also demand a certain minimum amount of funds be held for incidentals and other charges above the room rate. This should have been explained to you upon check-in.

Were you also at the Dolphin on a convention/Conference with your husband? Did you plan to take your child to a theme park while staying at the Dolphin? How many other visits have you enjoyed at the Dolphin?

I certainly hope you enjoy better stays in the future. I have sojourned at the Dolphin for the past 11 years. I have incurred minor problems, which were resolved immediately upon request. Please write a letter detailing all your problems and mail it to the property manager. Make sure to include any/all names of persons you spoke with, dates, and room number/registered name. I wish you all the best.:)

[dreamflight99]

Originally posted by Amberly303
My family just returned from staying at the Dolphin. It was our worst stay we have ever had there. (On saturday our first day) Then we had dinner at Shula's and me and my husband had stomach cramps for 2 days(mind you- this dinner cost us 250 for 2 Adultsand 1 child). So on Sunday we got up early to head to the Coral Cafe for Breakfast...


Saturday evening you had Dinner at Shula's, and were stricken ill with stomach cramps lasting two days? Did your DH accompany you to BF on Sunday AM? Did you contact the management at SHULA'S, (& Dolphin) and describe your stomach pains/affliction? Perhaps others were also ill, etc. This is the measure by which restaurants detect food contamination problems.

they said we would have to go to Tubbies cafeteria because we didnt have reservations(what a let down), no one said we would need reservations for breakfast.

The Character BF is presented on Sunday in the Coral Cafe. Sorry you were unaware of this feature.


To make a long story short they did FINALLY get us through to room service and we finally got to eat.

I presume you enjoyed the room service (a FEATURE N/A at many Resorts), as you made no mention of this experience, Good or Bad. The Dolphin has Tremendously Fabulous Room Service.


they handed me my review of my bill and i had a charge on there for $42.99 so i questioned what this was from. My husband had made a call back here to Maryland which was a total of 6 minutes........i just couldnt believe it. That was $7 a minute we were charged........there was a surcharge of 65% (unbelieveable)

All Charges may be conveniently and easily accessed and reviewed from the privacy of your room. The T.V. provides instant access to your Folio, where you may confirm all the charges posted to your account. If you detect any erroneous charges, merely call the front desk promptly from the comfort of your room and amend the situation appropriately. I check my folio for errors in this manner (to ERR is human), and always use express check-out when leaving the resort.

The phone charges are CLEARLY posted next to the phones in the Dolphin. If your husband wished to know the rate he would be charged for his particular Direct Dial call, he could have called the Resort Operator. They offer the info willingly and with pleasure.


So then, i started seeing all these charges that i questioned them about and they said they just put holds on my funds........they had to estimate what they thought we would spend there at the Dolphin

Most every resort property conducts business in this manner for unsecured accounts (those not secured with a credit card). Most also demand a certain minimum amount of funds be held for incidentals and other charges above the room rate. This should have been explained to you upon check-in.

Were you also at the Dolphin on a convention/Conference with your husband? Did you plan to take your child to a theme park while staying at the Dolphin?

I certainly hope you enjoy better stays in the future. I have sojourned at the Dolphin for the past 11 years. I have incurred minor problems, which were resolved immediately upon request. Please write a letter detailing all your problems and mail it to the property manager. Make sure to include any/all names of persons you spoke with, dates, and room number/registered name. I wish you all the best.:)

[BibbidiBobbidiBOO]

$1700 for 2 nights:eek: YIKES! I would write someone! If we ever have a bad experience, we do make sure the management knows with a nicely written letter. This has not happened to us at Disney thank goodness. Stay away from conventions in the future!;)

[Jen80370]

BibbidiBobbidiBoo-sorry to break your bubble...but it happens everywhere. I wouldn't have left the Dolphin without seeing management. It is my money, my vacation and it should be resolved to my satisfaction.

As for Sunday ressies...it is a common fact that there are character breakfasts then and they are usually mobbed. I'm sorry you weren't aware.

[skiwee1]

These phone charges aren't that high at all hotels. I stayed at the CBR and made a nightly phone call to DH. My bill at check out only had a $1 charge for phone use on it. I even called the front desk before using the phone for long distance and that was what I was told. The price you were charged was horrible. I always look on the phone to see what the service charge is at all the hotels we stop at on the way from MD to WDW. Never have the charges been more the $1.50.

[Blondie]

I'll second what dreamflight99 said, about being able to access your statement on TV.

I checked it daily. It'll bring to your attention just how much you're spending, and any charges that may have been added to your bill, whether they are accurate, or not.

Sorry you had a less than desirable time at the Dolphin.

[Amberly303]

All I was trying to do is voice my opinion on my stay at the Dolphin, and I feel I have a right to do that. You seem to question everything i have wrote about my stay at the Dolphin.
And , NO, were were not told about alot of things going on at the Dolphin. Is this my fault? No!!
We had already been in Fl. for almost 3 weeks when we had checked in at the Dolphin, so we had all intentions of just laying by the pool, and having a few drinks from the Bar&Grill. But even the Bar&Grill was closed early. Do you really feel that was fair ? We should have been informed of that. They list all that as Amenties of the Hotel. And thats what my family and I expected.
As for the Coral Cafe, I said my husband and I had stomach cramps. I NEVER said we were deathly ill. I also had my 7 yr old son I had to feed Breakfast .
As for the phone charges yes there was a paper there that said we would have a 65% surcharge but it NEVER said the rate we were gonna pay either. Im sorry but almost $43 for a 6 minute call is crazy. Like i said before i have stayed at other hotels and they have never charged that much. The Dolphin is making a huge profit off of these calls people have to make.
All i was trying to do is inform people that if they have ressies for the Dolphin in the near future that they are very understaffed with everything going on so I just wanted to give everyone a Heads Up. And by the way, my husband and I were not the only people at the hotel complaining about everything going on. Alot of people were very upset that weekend.

[Amberly303]

Ok as for the review thru the Tv. I had checked it but it wouldnt allow me to access it due to how i booked the hotel. I booked thru HotelKingdom. So i called the front desked after i couldnt retrieve it and they said they would bring me a copy up to my room. Which they did after waiting an hour and a half for it.
Why just because i booked thru Hotelkingdom .........couldnt i retrieve my bill. The Front desk clerk said it has always worked that way when you bok thru a travel agency. But last time we stayed at the Dolphin for 7 nights i booked thru a travel agency and got a package deal and i had no problems checking my bill on the tv. Makes no sense to me really.

[SeaSpray]

Amberly:

I'm sorry you've been made to feel so defensive about your post. I'm also sorry about the bad service you received. When we come to these boards to report about our trips, whether good or bad, I don't believe we should be questioned in a manner that makes us feel as if we've done something wrong, or as if we deserved to be treated poorly. I don't think you were being overly critical of the resort, you were merely stating what happened to you and your family.

I would definitely write to the management, including all the details of your trip, if for no other reason than to help them improve the service to their future guests.

It's very hard for some people to read negative posts about their favorite resorts.

[BibbidiBobbidiBOO]

I sympathize with you. I hope you follow up with your complaints to the appropriate channels. Maybe it will help others down the road. Too much money and not enough service!:eek:

[SeaSpray]

Amberly:

I'm sorry you've been made to feel so defensive about your post. I'm also sorry about the bad service you received. When we come to these boards to report about our trips, whether good or bad, I don't believe we should be questioned in a manner that makes us feel as if we've done something wrong, or as if we deserved to be treated poorly. I don't think you were being overly critical of the resort, you were merely stating what happened to you and your family.

I would definitely write to the management, including all the details of your trip, if for no other reason than to help them improve the service to their future guests.

It's very hard for some people to read negative posts about their favorite resorts.

[Amberly303]

I had called the front desk about our stay and all they basically said was they had 1200 people come there for a convention and they we sorry. That's all .........they were sorry!! So then i even said something to the front desk at check out that we had a horrible time and she said" I'm really sorry to hear that". So wouldnt to get us out of there due to there was alot of people there ready to check in and I really dont think she wanted them to hear what i had to say. My husband and I had saved awhile for this vacation and really wanted to splurge.We felt we reallydeserved this and i guess we were just really let down. When someone stays at a 5 star deluxe hotel you sorta expect get what you pay for. My husband and I are true believers that you do get what you pay for . And like i said in another post I gotbetter treatment from a $70 a night stay at Holiday Inn.

[Amberly303]

thank you SeaSpray, and Bibbi for understanding my point of veiw. This may of been just a fluke thing and im sure this rarely happens at the Dolphin but it did happen to my family. And now theres no way fo changing that. We were just looking so forward to out stay at that hoteland for it to be ruined like it did and for no one to even care less ...........i guess thats what really hurt us. We truly loved that hotel before all this. But now after this stay i doubt we would ever stay there again. There are too many other deluxe hotels we could stay at and im sure get much better treatment. Thanks again guys : )

[JonHM]

Sorry about your awful experience, and also for the way that you were - dare I say - attacked for criticizing the Dolphin. If a hotel is going to take on something like a huge convention, they'd BETTER make sure that they have the staff to a capacity that they can handle it.

I know I'll get flamed for saying this, but remember that the Dolphin is not a Disney Hotel - both Swan and Dolphin are run by other companies, and partially Disney-fied. We have had several experiences like yours, but never at any on-site Disney run hotels. At least when bad things happen on-site at Disney, the company winds up standing on their head to make things right for you, unlike most of the major hotel chains (no matter how nice they may be).

Again, I'm sorry that you had such a negative experience.

Take Care.

[NancyIL]

You have every right to feel as you do about your treatment at the Dolphin. I like the Dolphin a lot, but I won't defend poor customer service. On the other hand, the things I pointed out (phone bill and not getting in to the Coral Cafe) were things that I don't believe are the fault of the hotel. If I had gotten a $43 phone bill I would've been mad, too - but at myself for making a long distance call from a hotel room. It was an expensive lesson to learn, but a drop in the bucket compared to the $1700 you paid for 2 days. I do hope your next visit to WDW will end on a more pleasant note.

[CarolA]

Folks NEVER bill a long distance call to your hotel room. The charge this customer got is actually fairly normal. That is one of the greatest profit centers for hotels. You should always use a credit card or calling card.

As to this thread, I am working on why you would want to spend $1700 for two nights at the Dolphin, but I will leave it at that. It is a nice hotel, but that is A LOT of money!

[mickey7861]

What exactly is the phone billing policy at the Dolphin (and I'm assuming the Swan). I have stayed in many hotels both in and out of WDW and I have NEVER been charged anything close to that. We call home (MA) nightly and our total bills don't tally this high for a week. I'm concerned since I've booked the Swan for a weekend in August but I don't want to pay $50 for a couple of phone calls. Local calls are included in the resort fee, right? If I use a phone card at the Swan what is the fee to use the phone?

[cforza]

I also have to emphasize the avoidance of long distance from any hotel room. It's a fortune, but $ 43 for 6 minutes is puzzling. We stayed at the Swan a few weeks ago and my husband forgot his cell phone. He had to make some business calls, so just used the phone in the room since they would be expensed. He made three calls, the longest one was 12 minutes and the charge was $ 17.00. How was his 12 minute call only $ 17.00, long distance and during business hours? Perhaps there really was an error in your bill. $ 43.00 doesn't seem right, even for a hotel. Are you sure it wasn't phone line access for the use of a computer and the internet? Now that is a fortune. I've heard of people at many different hotels getting their bills and finding internet charges of over $1000 because they are so exorbitant.

If you still have the bill I would contact the hotel and bring it up. That just doesn't seem possible for a phone call. Good luck.

[NancyIL]

If you pay the resort fee, there is no charge to make a calling card call. If you don't pay the resort fee, I don't know what the charge would be, but I'll guess the same as to make a local call- about $1.00 or so.

[threeboysmom]

I learned the hard way too about making phone calls from a hotel. I stayed at a DISNEY hotel last September (All Stars) and had almost $100 in phone charges when I checked out!! I just now pulled out my receipt & tried to find what the actual charge was - one of the calls was less than a minutel and I was charged $6.78!! It doesn't just happen at the Dolphin. I will always use my cell phone or a calling card from now on........

Lesson learned.....

[jaguar9748]

I think we've all learned some valuable lessons about phone calls from hotels and the possible downside of convention hotels. Thanks Amberley.

I think constructive suggestions are always appropriate, but some of the comments on this thread can be interpreted as personal attacks. One person's opinion is just that. We all might have had the same opinion had we been at the Dolphin during this 2-day period. :rolleyes:

[kbeverina]

Thanks for taking the time to post, Amberly.:)

[Vderon]

I don't mean to offend, but it does seem that this board has a bias when it comes to the Dolphin and the Swan.

I just recently commented on a disappointing stay there, and the only acknowledgement I got was a "sorry for your troubles, Vderon".

The most frustrating thing for me was the lack of solid, basic customer service. And if I would have gotten an apology , or a smile, it would have gone a long way.

As it is, I won't be staying at the Swan at Christmas. I have moved my business to the POR and the Hard Rock.

Could it be that the Swan/ Dolphin is slipping? I had a great experience there several years ago, and this time is was not so good.

Anyway, Amberly, I empathasize with you.

[Tina26]

So sorry you had such a horrible stay Amberley. I know it must stink to get your hopes up so much only to be disappointed. I can definitely understand your being upset. Thanks for warning us about the phone charges from your room, $7 a minute from ANY hotel in the US is a big fat rip off!:mad: I'll be purchasing a phone card before my summer trip!

Tina

[Trekker]

I'm sorry to here about your problems. I would be upset to with the phone charges.

I just returned from 10 nights at the Dolphin and can tell you I did not experience any off the problems you did. We checked out 4/1.

I do have to agree that you should feel free to voice your opinion / experiences here without feeling like you are being attacked.

Please people do not get defensive and pick apart everything a poster says. Just because you personally love the Dolphin and happen to know every little detail about how it works does not give you the right to belittle anothers opinion and / or experiences.

Please continue to treat each other in a civil manner or I will be forced to start removing posts that are construed as attacks.

[laurenk]

I hope you didn't take my post as attacking you. I was just trying to ease your pain over your phone bill, and to let you know that we had a similar problem. I am sorry you are being put on the defensive. Unfortunately, I have learned to keep any and all unhappy experiences to myself.

[dreamflight99]

Amberly, I was not attacking you or your experience at the Dolphin. I apologize if you misinterpreted my post. I certainly empathize with you. By emphasizing with quotes, I was merely pointing out features you may have been unaware of, (which possibly could have nixed many of the problems you experienced). I asked about your child, (theme park reference), as your disruptive experiences also negatively affected his stay (I presume). PLEASE, include this reference in your letter to management.

I still believe you should contact Shula's with the date you patronized the establishment. This is a very upscale steakhouse. They should be made aware of "any/all" problems. Send a copy of your bill, and explain the symptoms. Address it to the attention of the Restaurant Manager.

Also, (And I reiterate), please write/send a letter to the Dolphin Resort Manager as well. No one should be this unhappy with a 2-day stay, especially after expending the amount of money you did. I hope you keep us apprised of your progress, and let us know if the Resort/Restaurant responds accordingly.

As for the problems you experienced being associated with a "Non-Disney" resort, or "conference" property, as some others suggested...I just can't buy it. I have read too many complaints on these boards from guests who have patronized ALL the Disney Resorts. It happens to the BEST of us, at the BEST properties. Problems at Disney, or any other resorts are not isolated incidents. They occur to all factions, in all resorts. ;)

[kidzmom3]

I think its good to hear about peoples difficulties. It can help us all plan a better vacation for ourselves if we know of a problem someone else experienced. I have only been travelling with my children for 2 years and still feel like an inexperienced traveller. Through these boards I feel that I am getting a little savier and a not so niave. Thanks to everyone for sharing, good and bad stories.

[DeeP]

I have to agree with Vderon.....you can not say a single negative word about Swan/Dolphin here without getting attacked. It is so silly because although Swan/Dolphin are nice hotels they are far from perfect. I have often wondered if Swan/Dolphin would continue to have such a cheerleading section if they discontinued the discounted rates that they offer. I do not recall a great fondness/cheerleading section etc for these hotels until they did start offering discounts. Until the discounts started for Swan/Dolphin these resorts were very rarely mentioned on this board! Don't get me wrong, I like the location of Swan/Dolphin and the discounts are great but let's not make them out to be holier than thou! I too would have been very upset with the treatment that Amberly received during her stay, this is not the kind of treatment a customer in a deluxe hotel should ever receive. What happened to basic customer service, let alone superior customer service that one should receive from a 4 or 5 star hotel! I spend a minimum of 30 days per year at WDW resorts and have never received such sub standard customer service at any of the WDW resorts as Amberly did at the Dolphin and I have certainly never paid as much for a single long distance phone call and I call long distance from my WDW resort at least once a day!

[Amberly303]

Thanks guys for your understanding on how my family, and I felt.
And yes i was attacked by a few people( names i wont point out.......just go back and read the first few posts). But i know if they had such a bad experience they would be posting about it as I did.
As for the phone bill, i did question that. After i left the hotel , i was furious about the charge. So I called back to the hotel and asked about this. They said that was the charge for 3 calls. So i asked for the numbers and how many minutes . The first 2 were for 1 minute, and the 3rd was for 4 minutes. Now that i think about it I WILL be calling there tomorrow and will question them about this again.
As for the Dolphin,yes i do believe it has gone down hill drastically. I was there 2 yrs ago and it was wonderful........no complaints at all. But this time.........big difference.
Im just so glad ........some of you can understand the way i feel. I felt very attacked after I first posted. But like i said before I just wanted to share what happened so no one else has to have a ruined stay at such a expensive hotel............make sure you ask alot of questions before you book with a hotel.
And, as for the money we spent, that was for everything ..........the room, food, gifts, game room,etc.

[jaguar9748]

I'm with Jon - we've had some problems at Disney resorts, but the company has always "gone the distance" to make it better for us. One trip we had a housekeeping supervisor at Coronado Springs threaten to evict us - turns out he had the wrong room. Disney gave us a free 2-night stay at Coronado this past fall. In the fall, CRO cancelled our Christmas reservation at WLV because they stated they did not receive our deposit. They recognized their error and made it right for us - at the same resort, at the same price at the same time. We've had so many wonderful CM's help us celebrate birthdays, graduations, and so on throughout the years. Even with the cutbacks after 9/11, Disney still gets an A in customer service. Amberley - definitely call the Dolphin and talk to the general manager personally and be sure to notify Starwood as well. I guarantee you that they do not want unhappy customers - especially since you are a repeat customer. ;)

[raidermatt]

Just curious, how did you end up with a $250 bill at Shula's, with two adults and a child? We plan to eat there on our upcoming trip, and I know its expensive, but $250 seems pretty steep? Hopefully, that included tip? Did you have wine and/or cocktails?

Thanks...

We also learned about hotel phone charges the hard way. I think it was a Westin where we were charged a similar rate to yours (both are Starwood...).

But otherwise, we've received good service at Starwoods, though we've never stayed at the Swan or Dolphin.

[Amberly303]

lol! Yes it did include the tip. We got the $80.00 Lobster. A steak dinner(i forget what cut of steak), salads, and 2 appetizers. Also my husband had 4 beers, and 2 vegetables.
Good Luck on your stay, and have fun.

[Tinkbell]

Sorry to hear that you did not enjoy your stay. I hope you can gain some satisfaction from contacting managers, etc. Good luck to you and thanks for making us aware of possible problems.:)

[smjj]

When you use a pre-paid phone card, you still are using their phone aren't you. How do you excape their surcharges while using a phone card? Do you ask for an outside line or use a pay phone??smjj

[Dizpro]

Holy cow!!!! I had no idea there were restaurants at WDW that steep(except Victoria's and Albert's)

Stilll...........I keep hearing how the rooms at Swan/Dolphin are discounted...so if you have one meal at $250...a couple others for $50-100 ,drop a $100 at the game room...I'm still confused how you can spend $1700 for 2 nights there?

(The menu I found listed for Shulas' has entres in the $18-$32 range with a 48 oz Porterhouse Steak for $65-I guess for a family of 4 to chow down on:D )

[Tiffany]

Originally posted by smjj
When you use a pre-paid phone card, you still are using their phone aren't you. How do you excape their surcharges while using a phone card? Do you ask for an outside line or use a pay phone??smjj

Hi smjj,

My experiance with phone cards has been this.

Most hotels charge you a fee just to use the phone. Example .75 or $1.00. They then also charge you for the call. Usually outrageous rates.

If you use a phone card you just pay the .75 or $1.00 fee because the phone cards usually have a 1-800 that you are calling.

Just be carefully to confirm what the fee is because is can vary greatly from hotel to hotel. I know the AKL was .75 back in Sept of 2001.

[Amberly303]

Yes it was $80.00 for the Lobster..........it was huge! 4-5 pds I think. As for my room being discounted it wasnt. ALso, trust me, it's not hard to drop that much money when i have a husband, and son like mine.......lol
We spent alot of money in the gift shops to bring back gifts for family members .

[Amberly303]

Dizpro..........just to let you know. When you order a steak thats all you get. You pay for all your side separately. I thought that was sorta strange but thats how this Restaurant works. I just thought i would let you know so you have no surprises.

[Dizpro]

Appetizers,salads,veggies,and desserts are all priced seperately..and seem to be in the $4-$7 range EACH!

[seashoreCM]

If you have stomach cramps you should fast for awhile, namely until the cramps are completely gone plus four more hours. One long illness and a Disney meal plan loses its value, also you can never get your money's worth out of a Disney meal plan without great danger of putting on unwanted weight.

Find out how much anything (phones, room service, etc.) costs before trying to use it.

If you felt that the service at the hotel was that bad and amenities shortchanged that much, you should have asked to be comped (have made complimentary) the phone calls, and more. Write a letter describing the events and naming what you feel is a fair reduction of the total folio amount after the fact.

Heads up for the next time resorts are shut down and people are re-assigned, last time (late 2001) people were being herded to Coronado Springs which is a convention hotel. You are still entitled to the same rate as you had booked originally so you have to accept their choice of resort for this, but once you get there and the service is lacking, start asking for comps here and there during your stay, or after several mishaps, ask for a transfer to an equal or better hotel for the same rate.

Extra fastpasses (when given out by a hotel they are called something else I don't remember) if available at that hotel are an excellent alternative to a comp to ask for, and don't cost the hotel anything. Win win.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm
9/65 Disneyland
3/75 (World Inn* off I4 near DD)
4/85 (Kon-Tiki* on 192)
'80s Disneyland once or twice
7/94 POR
9/97 ASMu
11/98 ASMu
12/98 (Knights Inn on 192)
9/99 ASMo
12/00 ASSp
9/01 ASSp
11/01 ASSp
*no longer exists

[Jen80370]

Great advice seashorecm!

[Amberly303]

Dizpro.......yes they r separate and thats what the range is. So now you know why my bill was so high. We got asparagus, potatoes,salads. And also got stone crab claws.......which constisted of 2(not that big i must add also) which were around $20.00, and bacon&basil wrapped shrimp (i think 4 of them) and i think they were right around $30.00. And of course our main meal we order. But all of it adds up quickly.
Just incase your not aware of it. They do give you a few seconds to look at the menu, then they will come back with a table they roll over to your table and go through a speech on the different cuts of meat you can order.This is basically how you order is from looking at the meat they show you. They even show the vegetables u may order. At this time no prices are announced and its too embarrassing to say" oh, by the way what is the price of that"lol. I know me and my husband were. But just make sure in that short time span they do let you see the menu that you do study those prices very hard.........lol
Good Luck!!!

[fargas]

wow, thats alot of food for two adults and a child. No wonder you had cramps.

[fargas]

I'm sorry, that came out wrong, what I meant to say was thats alot of money for two adults and a child. That amount would give me cramps.

[fargas]

it should include tickets to a Dolphins game, Mr. Shula.

[DeeP]

Amberly is not exaggerating about the prices at Shulas. My DD(who is 17, so therefore orders adult meals) and I ate at Shulas this past Dec. We split an order of oysters rockefeller. split an order of aspargus, split a regular garden salad, we each had a 6 or 8 oz filet(whichever the smallest size was) I had 1 glass of Merlot wine and my daughter had an iced tea. Our bill was $150.00! I had preread the menu so I was expecting about a $100.00 meal but another $50.00 was a bit much. They charged $5.00 for a 12 oz bottle of iced tea! What got me was not so much the price (even though I was shocked at such a high price for so little food) but the fact that the steaks were not even that good. They were both not that tender and had ALOT of grissle. Two nights later we went to one of our old favorites Yachtsmans Steakhouse at YC and duplicated our order, except at Yachtsmans the sides are included in the price of the entree so we got potato, aspargus, salad included with our filets, we ordered oysters rockefeller, my DD ordered soup, DD had iced tea and I had 2 glasses of Merlot and our meal was around $84.00 and the filets were much, much better. The oysters rockefeller were better at Shulas though, but that is about it. For the extreme difference in price I will put up with oysters rockefeller that are just a tad bit less and stick with Yachtsmans Steakhouse!

[DeeP]

fargas, the heck with tickets to a Dolphins game, after we ate there I felt as though we were entitled to not only tickets but an autographed game jersey! LOL

[Jen D]

Maybe it is because I am from NY, but $250 doesn't sound that surprising for dinner for two adults and a child, at a steakhouse.

Thanks for your post Amberly. I always want to hear about bad experiences. Those phone charges are highway robbery.

[msdis]

So sorry to hear of your experience and the flaming you got for sharing/venting. I've been in both situations here(bad experience/flaming) so I can understand your pain. We have experienced vacations with conventions going on and that alone takes away from the magic. You certainly feel like the minority or the little fish in the big sea as conventions draw a LOT of attention from the CM'S. Fair or not, it is part of big business. We too have had the lesson on using the room phone :( We too, use only prepaid phone cards now. A $250 meal would give me stomach aches for 2 years let alone 2 days. :D Hence, a $50 meal I could live better with. If you were staying in the All Stars, ate in the food court, and a bunch of cheer leaders were hogging the pool and you had spent $150 for a 2 nights horrible "experience" you probably would have blown it off and felt you somehow got what you paid for. But you didn't. You paid a fortune, and had higher expectations that you would get more for what you paid for. Some of the lessons we learn are cheap, but your's was not. Please don't let this bad experience dry up all the pixie dust you've had in the past and I'm sure will have in the future. You were surely in the wrong place at the wrong time, eating in the wrong restaurants.

[dreamflight99]

We have dined annually at Shula's since it's inception into the WDW Dolphin "Restaurant Row", and have enjoyed every meal. My DH has ordered the "special" order of beef, for which he received his name on a plaque w/signed photo of D.S. (No--he did not have to finish the meat..lol...just ordering it is sufficient).

I think the prices are appropriate for the restaurant, but hey-we have LOTS of these restaurants in L.A. & S.F.! The menu at Shula's arrives on a Football! Then, the cart is rolled over to your table with various cuts of beef...and a LIVE Maine Lobster poised among some greens. This was difficult for me, as I LOVE lobster, but do NOT want to see the LIVE animal prior to consumption. I'm surprised they did not bring some haltered herfords to the table as well (With the lines drawn on them for the various CUTS of BEEF!)

The atmosphere of this place exudes more of a Masculine feel/decor, not very romantic. It's a great place to bring clients to smoke a Cigar and close a multi-million dollar deal (We, of course, did neither!). The beef is well-aged, nicely marbled and prepared to your specifications. I also enjoy the YS at the Yacht Club, but for a special treat...Shula's provides (usually) a great & memorable experience. :)

[danacara]

I am a huge fan of using pre-paid phone cards from the lobby pay phones. I cannot even fathom how much cash I saved doing that last time, having now read this thread! lol

[michael e]

We just returned from the Swan over Easter weekend. We have stayed at 5 hotels in Disney's park. This is the first time at the Swan. It was our worst experience. The room had safety hazards due to disrepair, such as a broken lamp socket hanging with exposed wires. Great for small children! The bathroom facet was in disrepair as well. After a day at the park, we returned to our room to be locked out. The maid couldn't help us, so we had to go back down stairs to the front desk and wait in line for 15 minutes to get the room key card fixed. There was no explanation or apology offered. The room next door must have been in process of being renovated, we could smell the paint fumes and hear them working. The lighting in the room was bad in the bath and vanity areas. We tried to get restaurant reservations and were on hold for 30 minutes and gave up. We tried the Disney Reservation number and because we were not a Disney hotel we could not get the priority seating and were told we would need to try through the hotel's reservation desk. We ended up at City Walk instead. The convention that was also at the hotel definitely did take away from the Disney feeling and took importance over the families staying here. On a positive note the Kimonos restaurant was very good and we enjoyed the ice cream cafe in the Dolphin. The miniature golf across the street was one of the best we have played. We will be staying at a "real" Disney hotel from now on.

[disnurse]

we stayed at the swan last easter and never exerienced any difficulties. The lobby was fully staffed and everyone was very accomodating.

[dreamflight99]

Sorry to hear of the inferior service you experienced at the WDW Swan. For your future reference:

*When locked out of a room in ANY resort...proceed to the nearest hall-phone (These are near elevators in the Swan/Dolphin, sitting on tables), and call the front desk. Inform them of the emergency/problem, and they will either: A. Send someone from the front desk up to the room to assist you, --or: B. Send resort SECURITY to permit you access to the room. You will have to show photo I.D., and if it is not on your person, you will have to find something inside of the room to confirm your registration into this room. These measures are set up for your safety. If housekeeping were permitted to allow entrance into rooms for all persons presumably locked-out, just think of the liability and trouble a resort/property would undoubtedly receive! You may have to wait a short time for assistance, or go to the front desk (as you did). In either case, if it is (faulty lock, room key card, etc.) they will make comparable amends for the minor inconvenience~upon request. I have been locked out of both "Disney-owned" resorts and other resorts.

*The WDW Swan/Dolphin are definitely considered "Disney" hotels/property as far as PRIORITY SEATING ressies are concerned, and is treated NO differently by the WDW priority seating Dining reservation specialists. You merely call the resort operator and request WDW Dining, and the operator will promptly connect you! I stay at the Dolphin frequently, and never incur any trouble with my priority WDW reservations! Sorry you were unaware of this feature.

I hope you have better luck next time at a "WDW" resort. Some of the "WORST" experiences I have ever had were on "DISNEY-OWNED RESORT PROPERTIES"! The VERY best customer service and treatment I have ever enjoyed/experienced is at the WDW Dolphin! This only goes to show: Each to his/her own, and all are entitled to their own opinions and experiences.
:)

[michael e]

Originally posted by dreamflight99
Sorry to hear of the inferior service you experienced at the WDW Swan. For your future reference:

*When locked out of a room in ANY resort...proceed to the nearest hall-phone (These are near elevators in the Swan/Dolphin, sitting on tables), and call the front desk. Inform them of the emergency/problem, and they will either: A. Send someone from the front desk up to the room to assist you, --or: B. Send resort SECURITY to permit you access to the room.
You will have to show photo I.D., and if it is not on your person, you will have to find something inside of the room to confirm your registration into this room. These measures are set up for your safety. If housekeeping were permitted to allow entrance into rooms for all persons presumably locked-out, just think of the liability and trouble a resort/property would undoubtedly receive! You may have to wait a short time for assistance, or go to the front desk (as you did). In either case, if it is (faulty lock, room key card, etc.) they will make comparable amends for the minor inconvenience~upon request. I have been locked out of both "Disney-owned" resorts and other resorts.

We have never been locked out of our room at any resort any where around the world that we have been. There were no attempts to even make an apology. Pretty poor customer service.


*The WDW Swan/Dolphin are definitely considered "Disney" hotels/property as far as PRIORITY SEATING ressies are concerned, and is treated NO differently by the WDW priority seating Dining reservation specialists. You merely call the resort operator and request WDW Dining, and the operator will promptly connect you! I stay at the Dolphin frequently, and never incur any trouble with my priority WDW reservations! Sorry you were unaware of this feature.

We did call (as stated in the original message) the resort dining operator and after 30+ minutes on hold we gave up, and then tried other options. Pretty poor customer service.

I hope you have better luck next time at a "WDW" resort. Some of the "WORST" experiences I have ever had were on "DISNEY-OWNED RESORT PROPERTIES"! The VERY best customer service and treatment I have ever enjoyed/experienced is at the WDW Dolphin! This only goes to show: Each to his/her own, and all are entitled to their own opinions and experiences.

Thank you. We will have better luck next time because it won't be at the Swan/Dolphin. Pretty poor customer service doesn't bring repeat customers.
:) :eek:

[pbhunt]

Thank you michael e, and that means, WHAT ????:confused:

[Amberly303]

I think what Michael means is He WONT be returning to the Swan or Dolphin hotel because of their poor customer service!! And I feel the same way about the hotel myself.
"Dreamflight" loves to attack and question anyone that has had anything to negative to say about these hotels. Obviously, she hasnt visited these places recently or she may feel the same way as Michael, others, and myself feel. The customer services they offer in these hotels anymore have went downhill.
Also, I havent posted since yesterday about my situation with the Dolphin. Since this hotel had made 4 billing errors on my charge charge as of today(not pending items or holds). I insisted they credit my account . And they did. They wired money to my account since i wasnt willing to wait the 7-10 days for a credit due to their errors. However, my bank charged me $11.00 for this wire they made. Obviously, the Dolphin would know this would cost me 11.00 but do you think they care.. no ........they dont. Why should I have to put $11.00 out of my pocket due to someone else's error( 4 mind you)? I will be calling the hotel first thing monday morning for a credit once again.

[Amberly303]

Isnt it obvious that something went wrong on Easter weekend at the Dolphin and Swan? There has been 2 other post other than mine about having a horrible stay at these hotels. Why would anyone lie or make things up to make this hotel look bad? I really liked this hotel before this happening. However, from all the frustration they have caused me I will never stay with them again . They showed no kind of remorse whats so ever for ruining my vacation or for carging bogus charges to my account. Im waiting now to see my phone bill from calling Fl. to clear all these charges up. They dont have no 800 # so it's costing me $$ everytime i have to call. I dont understand why they cant get things right the first time after someone complains or atleast the 2nd or 3rd time!!!
I want to thank everyone who sympathizes with us who have had a horrible stay at these hotels. I know for myself.......i had saved up along time for my vacation and was really looking forward to it and to have it ruined .........it really does make me upset.

[NancyIL]

The Dolphin probably wired the money to your bank because you wanted a credit right away. Each bank sets its own fees, and there are often fees for a wire transfer.

I will check-in to the Swan in 11 days, and I'm looking forward to it. Thank goodness I don't have a debit card. After Amberly's experience - I don't think I ever want one!

[Amberly303]

ALso, before anyone trys saying yes they do have a 1 -800 number. Yes i know they do . But, for accounting they dont and thats how i have to discuss all the credit problems with. Also the front desk cant connect me through. They say I have to call the direct number. Just thought I would clear that up before someone questions my last post.

[Amberly303]

Nancy.......very true. I did want my money back in my account that they took out from errors they made . It had already been 6 days and if i hadnt thrown a fit .......i would have had to wait another 7-10 days for it. I wasnt willing to do that.
After all since these were the Dolphins mistakes.....shouldnt they have to pay the 11.00 fee after all?

[Amberly303]

Nancy..........I also meant to tell you that I do hope you have a wonderful vacation! Im sure you and your family well deserves one. Wish i was back in Fl. We had very beautiful weather when we were there , and I wish the same for you. Have a wonderful time !!!! : )

[NancyIL]

Amberly - I think the Dolphin should pay the $11 fee - but tell them NOT to wire it to you! ;)

[NancyIL]

Thanks for your good wishes, Amberly!

Instead of calling the accounting department and running up more long distance charges - ask for the e-mail address of the person you need to talk to. It's often easier for people to understand what you want when they can read (and keep re-reading) what you are saying - as opposed to listening to you on the phone.

[kylara]

Amberly,

I know you have been dealing with the hotel but I do think you need to complain even higher than that to Starwood. It sounds as though the hotel is not coming through for you and making amends. So sorry that you had to end a trip on such a sour note. Hang in there and keep complaining to get your money back.

[Amberly303]

Thanks : ) The only people i have been complaining to directly is the Dolphins front desk, and the Accounting dept. Is that Starwood that you are talking about? I usually never complain so I really dont know the first thing about going through all the chains. Who should I call next? Thanks for your support : )

[dreamflight99]

Why all the personal hostility towards me? I have not "attacked" you, or anything you posted, my dear. You are very negative and accusatory in your last post mentioning my name directly and generalizing in regards to my character. I do not even "know" you. Why would I have cause to "attack" you, (or anyone else for that matter), merely because you posted an experience.

However, these boards are for everyone, and everyone's opinion. When you post a thread, you will receive both sides/perspective replying to your topic. I merely posted my humble opinion, and some helpful tips for your next travels.

I even went so far as to apologize, in another subsequent post, for any misunderstanding my post may have caused to you. You chose to ignore the olive branch, and continue to sling mud. Amberly, have fun with your posts. I wish you luck with the Dolphin and all your troubles. Please, omit me from any future replies. Thank you.:)

[Amberly303]

I do apologize........i never seen your other post. However I did feel like you were attacking me , and questioning everything i said happened to me. If you go back and read your post more carefully maybe you can see how i could of how thought that.
Like I said before..........i am not the only one who has posted they have had such a negative experience on Easter weekend at these hotels.

[jaguar9748]

I continue to think that this thread contains many personal attacks. Come on, folks, Amberley had a horrible experience at the Dolphin. Regardless of how many people have had and will have wonderful experiences at the Dolphin, we still need to acknowledge that Amberley's experience was awful and the Dolphin needs to step up to the plate and make it right. Amberley needs our support, and personally, I think this thread needs to die.

Amberley, go to www.starwood.com and email the corporate office. They do need to know your experience. I would do so tomorrow so that the email is waiting for them Monday. Good luck!!

[dreamflight99]

...I never questioned your experience, or that others had the same on this particular weekend. I agree with you, and believe as I wrote in both of my posts, you should pursue remuneration for your problems. Any resort is capable of having problems on any given day(s), and no excuse can replace the lost time/memories.

As Jen wrote, you have to extend some time, and keep on them to obtain recompense. Even when all appears futile, you must keep trying.

(*I read my initial post again, and have concluded it is the "appearance" of the post itself which raises ire. By using the darned "Quotes", it seems I am picking it apart (the quotes can seem threatening). I was only trying to reply to many different perspectives of your post, as it was so long and detailed. Without the quotes, my reply would have seemed confusing and disorganized. Again, I apologize if you took offense at my reply, and am pleased you are no longer angry/upset w/me. I hope something like this never happens to you again. If you need further assistance with this matter, feel free to pm me.):)

[Amberly303]

Thanks for your understanding and once again I'm sorry that I snapped at you.
I just feel like our stay at the Dolphin was ruined due to all the things that took place. As well as the things that continue to happen since we have check out. It has all become a nightmare.
My husband and I loved this hotel before this all took place. Im not sure after all this if we could ever forgive them for their ignorance. We had planned for a long time to take this 3 week vacation, and we had saved the best for last ( the Dolphin Hotel stay). We were so looking forward to it.
As for going further up the ladder to complain? Im not sure if it would do any good but I will be giving it a shot.
Thanks again : )

[dreamflight99]

...for your understanding. I'm sure I would feel the same way if something like this happened to me/us. I definitely think you should go as far up the ladder as necessary to receive redemption. Write one nice detailed letter, and forward copies to the management at the Dolphin, the management at Shula's, and the Customer Service Dept. at Starwood Corporation. I'm confident they will amend this situation if given the opportunity.
Enjoy the weekend. ;)

[Amberly303]

Jaguar......thanks for the support.
Also, thanks for the starwood link. I will write them tonight before I goto bed. I will keep everyone posted on any response i recieve. It would just be nice to hear " I'm sorry" from them.
Basically thats all i expect.

[Amberly303]

Jaguar I jsut went to their site . However, I didnt see anyplace where i could E-Mail the coporate office. Maybe Im just missing it?

[mickeymom]

We have had a wide range of customer service from Disney resorts. Our experience was terrible at All Star Sports while some people love the All Stars. We have had terrific service at the Wilderness Lodge and not great service the following year. We have been locked out of our rooms on several occasions at Dixie Landings, but still like the resort. I think service anywhere can be hit or miss. We stayed at the Swan before and after our cruise last April and had the most wonderful stay we have ever had at Disney! We are back at the Swan on the 18th. If it is half as good as the last stay we will be very happy. Will update everyone when we return.

[Blondie]

Mickeymom, looking forward to reading your review of the Swan when you return!

Hey--everyone--you know how these "terrible time at the...." threads are....this time it's the Dolphin's turn.

In a week or two, it'll be back to CBR again.

A month later, it'll be the Grand Floridian.

And round and round it goes................:D

Amberly, I surely hope you are getting things straightened out by now, I know it must be very frustrating. Hang in there!:)

[cherylp3]

Amberly,

Here is some information that may help you.
Starwood Hotels & Resorts Worldwide, Inc.

1111 Westchester Avenue
White Plains, NY 10604
Phone (914) 640-8100
Fax (914) 640-8310

The email page is located at:
http://www.starwood.com/sheraton/contact/index.html

Cheryl

[fargas]

I agree with Blondie. These threads do seem to run in cycles and it appears, like Amberly said, Easter weekend seems to have produced some bad experiences for some vacationers at the Dolphin/Swan. I just have to wonder if the labor dispute has anything to do with it. Maybe disgruntled workers are slacking off a little, or going out of their way to show their dissatisfaction with their current contract, ie continually slamming the door that the one post reported.

Its a shame that anyone's trip gets ruined. Any of us who use this board obviously put alot of time and effort (and money) in trying to plan as perfect trip as possible and we all want things to go well. I am working on my fourth trip now and I know how Amberly feels because my last trip didn't go as I expected. It did give me a new perspective, however, and I will go into my next trip this summer having learned from the bad as well as the good.

[LisaF]

We just returned yesterday from an 8 night stay at the Dolphin. Checked in Friday 3/29 around noon. Starwood desk was not open, so had to check in at the front desk. Waited maybe 15 minutes to check in - not a big deal to us. Didn't expect our room to be ready, so we changed clothes in the fitness locker room, stored our bags and hit the parks. My parents called it an evening early, so they headed back to the Dolphin. Had a hard time checking in (2 ressies under my name, had changed the 2nd room to their name when we originally checked in) but it finally worked out. Around 8:30 pm I called the Dolphin from the parks to check in with my folks and see how the room was - to my surprise, when I asked to be transferred to their room (gave them both last names) the receptionist said the computer showed our reservation had been CANCELLED!! I had a coronary right there in line for Thunder Mountain. I think she could sense I was VERY panicked and gave me the front desk manager, who assured me that we did indeed have a ressie and a room, and was able to connect me to my parent's room. WOW, talk about a rush before the ride!!

I made our reservations 1 year ago (we only got to WDW every 3 years), and originally requested 2 rooms at the Swan, a balcony w/one room and an MGM view. Then changed our ressies to the Dolphin, 1 Jr. Suite and 1 room with a balcony - sometime in June after reading about the suites at the Dolphin. We ended up with a Suite and a single room on the ground floor, no sliding glass door and a very obstructed view since our room was in a corner and the building design closes off part of the window. Have to say the room was clean, new carpet and bedspreads. The suite was HUGE, and for a family of 5 with an additional family member, it was perfect. Also my parents single room right next door was very clean. Oh, I did request a refrigerator with our original reservation, but never received the frig so I just dropped it. Didn't think we would need it. HOWEVER, a $50 refrigerator fee was on our bill, but the front desk credited us that charge.

Paid the resort fee, wanted the coffee every day, however, I ended up having to chase down the housekeeping staff for coffee (when I could find them) because they didn't replenish it 5 of the 8 days. The front desk did credit us the entire resort fee since I explained how many times I had to ask for the coffee. They forgot our towells one day (surprise for my daughter who was in the shower) but that was a quick fix.

Bus and Boat service was excellent. Buses to the MK did tend to be very full, but as someone stated, just walk over to the Swan and catch the bus from there. LOVE the location!

Our big surprise came at the end of our stay - they checked us out a day early!!!!! Room keys expired and everything! Another trip to the front desk!!

All in all, we really enjoyed our stay in the Epcot area, and our room was nice at the Dolphin. Not at all what I requested, but still it was nice. Very disappointed with the first floor room. We did not receive an apology from anyone when I needed to speak with the front desk to "iron out" the refrigerator fee, the mysterious "cancelled" ressie or the early check out, but I did appreciate them waving the resort fee. A simple "sorry for your inconvenience" would have gone a long way. Don't think we'll be back to the Dolphin, maybe we'll try the Swan next time.

P.S. - Conventioners didn't bother us - we're on vacation and we really don't care. Grotto pool was awesome, and I used the hot tubs every day for my aching back and feet.

[DeeP]

We are moving for the last 3 nights of our trip from BWV to CBR, I was thinking of moving to the Swan/Dolphin instead for these 3 nights and taking advantage of the government rate. But after reading about the labor problems, and unpleasant experiences at these resorts lately I think we will stick with CBR. It appears that Swan/Dolphin is going through some major problems right now. The last thing I want when on vacation is poor customoer service, being locked out of my room and seeing dirty room service trays in the hallways for days. Especially if it will cost me more per night even with the government rate! The one time(after many, many trips) we had a problem with a Disney resort our problem was addressed immediately and the problem was corrected, it does not seem as though Swan/Dolphin follows this pattern for their guests.

[Threehearts]

Amberly,

I've just gotten back from a 4 day trip and read through your post and the replies. We are frequent hotel guests and consider ourselves to be reasonable people. That said, I would have been terribly disappointed if I had been in your shoes. I may be wrong but I think your point is that you had reasonable expectations and you feel let down by the Dolphin. Please do write to the management and let them know of your experiences. To me, the most upsetting would have been the pool closing for the convention. I don't think that it is too much to expect that the reservations agent would inform me of a compromise in my vacation enjoyment. If I am knowledgeable then I can make or break my plans accordingly. Please let us know if you get a response from "the office."
Threehearts

[Jen80370]

Amberley. I have had horrible experiences at various hotels over the years, and I tend to get the short end of the stick from the department where it happens, because some people canot admit when they are wrong. This is why I always send a copy to their corporate offices.

I would also post a link to this thread so Starwood can see what others think of Easter Weekend. That is when true changes will be seen.

I did this in January with a hotel in NYC. I was credited 30000 Starwood points AND refunded the cost of my stay. Let them try to make it right at the corporate level. Every business, no matter how good or bad, has bad apple employees. If we do not bring them to the attention of their bosses, it can never be fixed.

I think everyone here does sympathize with your experiences. They were horrible and you deserve so much more. I just think people here would rather see particular employees flamed and not the entire establishment. JMHO. Good luck with Starwood.

[Poohlovr]

Wow! This is the first time I have read this thread and I am sorry that Amberly had such problems.
But, I am wondering why "cheerleaders' are being mentioned?? And, how anyone can presume to know what I pay for my stay??

I have often wondered if Swan/Dolphin would continue to have such a cheerleading section if they discontinued the discounted rates that they offer. I do not recall a great fondness/cheerleading section etc for these hotels until they did start offering discounts.


The only "cheerleader" who has posted on this thread has been NancyIL and I don't see that she said anything that could be construed as an attack on Amberly or her problems.

Color me confused and irritated at being unjustly accused.

[GeorgeG]

I guess conventions are a huge source of revenue for any hotel, but they sure take the fun out of family vacations! It sounds like you were given less than equal status with the conventioners. That should never be, especially at WDW.

I can only offer my suggestions of looking at some of the non-convention hotels next time and consider using a cell phone for all your vacation calls. Many cell providers are offering free long distance and even with roaming charges, they can be less expensive than most hotel rates.

I sincerely hope your next vacation is much better.

[smythe]

We stayed at the YC last week and walked over to the Dolphin to "check it out" I had to use the ladies room while there...it was so dirty!!! I mean toilet paper on the floor, beer glasses n the counter tops, food left sitting there...and I was the only one in there, so they did not belong to someone else using the facilities. Anyway, we walked out shaking our heads..what a shame...A far cry from the rolled towels I wipe my hands on at the YC.

[DeeP]

Color me confused and irritated at being unjustly accused

Since it was a portion of my post that you quoted in your post, I am going to respond. I never accused you or anyone else of anything. Nor did I presume to know nor do I care what you pay for your room at the Swan or Dolphin. I made 2 points in my post:
1. The vast majority of times that anyone dares to say a negative word about Swan/Dolphin on this board they are attacked. I was not the only poster to state this fact.
2. Until Swan/Dolphin started giving out discounts you hardly ever even saw these hotels mentioned on this or any other Disney related board. This is also a fact.
I was pondering the thought that I wonder if as many people would stay at Swan/Dolphin if there were not discounts. I know I was considering staying at the Dolphin with a discount but I have changed my mind due to the latest negative experiences that others are having. Would I have considered staying at the Dolphin without the discount--NO. So I was grouping myself in this group of people that I was pondering over.
As far as the cheerleading I should have phrased it as avid supporters. Is that better? I guess the phrase cheerleader popped into my mind because that is what many of the avid Swan and Dolphin supporters have named themselves. I did not coin this phrase they did.
Also, I never once mentioned NancyIL or anyone else's name in my post nor did I accuse NancyIL of attacking anyone!
Talk about being confused and irritated at being unjustly accused, I could certainly say the same thing! But I won't because to me in the big picture of important things in life this is small potatoes, to say the least!