Not that impressed with the Dolphin

[disneychic]

My DH and I stayed at the Dolphin last week May 3-5 for the first half of our WDW trip before switching over to the Wilderness Lodge Villas. I was a little dissapointed with our stay at the Dolphin. It was our first stay there, and unfortunately we felt that the service was very poor. Also, the room wasn't very clean and, the transportation - boats included was just not up to par with other Disney resorts that we've stayed in. I just expected more for a hotel that charges as much as it does to stay there. But, we booked very late - it was so last minute that even though we are DVC memebers, there were no DVC resort rooms available for the first part of our trip. If I would've known I'd have paid the extra money and stayed at GF or the Contemporary.

[NancyIL]

I'm sorry you were disappointed with your stay at the Dolphin. As for the transportation - it is the same Disney transportation you would've had if you had stayed at the Yacht Club, Beach Club, or Boardwalk. I hope your next trip will be more enjoyable.

[Eloise@the Plaza]

I too, am sorry you didn't enjoy your stay at the Dolphin, but think of how lucky you and your family are to have been able to go to Disney at ALL- and to stay on property.

It seems people forget about the good things sometimes, and focus on the negative. I am sure your two nights there weren't torture-it just wasn't "your cup of tea".

You've experienced another resort to mark off on your list and now you have your next visit to look forward too!

[Maleficent2]

excuse me wasn't that alittle harsh.

They did not enjoy the Dolphin and I don't think they were focusing on the Negative.

My DH did not like the Swan although I loved it!


disneychic was just voicing her OP about the Dolphin and I thank her.Too much sugar spoils the meal just as too much vineagar.



Mal

[Tiffany]

Originally posted by disneychic
My DH and I stayed at the Dolphin last week May 3-5 for the first half of our WDW trip before switching over to the Wilderness Lodge Villas. I was a little dissapointed with our stay at the Dolphin. It was our first stay there, and unfortunately we felt that the service was very poor. Also, the room wasn't very clean and, the transportation - boats included was just not up to par with other Disney resorts that we've stayed in. I just expected more for a hotel that charges as much as it does to stay there. But, we booked very late - it was so last minute that even though we are DVC memebers, there were no DVC resort rooms available for the first part of our trip. If I would've known I'd have paid the extra money and stayed at GF or the Contemporary.

Hi disneychic,

I will be staying at the Dolphin for the first time this coming Aug and even though I am excited every time I read a post about people be disapointed I get worried. Would you mind sharing some specifics? Poor service, not a clean room? We have always had great service and clean rooms at the Disney resorts we have stayed at.

I am familar with the transportation and we plan on walking to EC and MGM. We got 50% off of the room with a AAA discount so price is not an issue for us but I am interested in the poor service and the rooms not being clean.

Just when I think I am okay with staying at the Dolphin I start to second guess myself. Someone make me feel better about staying at the Dolphin.

[Luv2Dream]

We stayed at the Dolphin in November 2000 and we loved our stay. The rooms were very clean. The customer service was excellent. We also had no problem with the transportation. We found that the restaurants were very good and the hotel looked beautiful all dressed up for Xmas. Unfortunately, though, sometimes you have a stay that just doesn't measure up to others. This does happen. We had a great stay and wouldn't hesitate to stay again.

[Tiffany]

Originally posted by Luv2Dream
We stayed at the Dolphin in November 2000 and we loved our stay. The rooms were very clean. The customer service was excellent. We also had no problem with the transportation. We found that the restaurants were very good and the hotel looked beautiful all dressed up for Xmas. Unfortunately, though, sometimes you have a stay that just doesn't measure up to others. This does happen. We had a great stay and wouldn't hesitate to stay again.

Thanks for the postive feedback Luv2Dream.

[happytrails2u]

We were fortunate enough to stay at the Dolphin in April with a teacher's rate discount. This was also our first visit to the Dolphin and I can say that our room was immaculate and well maintained. The staff was wonderfully attentive and we "particularly" enjoyed the Friendship Boats.

Should something not be of your liking during your stay, the Dolphin Staff will work swiftly to rectify it. Try to relax and anticipate your upcomming vacation, Tiffany. We loved the Dolphin and are confident you will too.

ENJOY!

[dreamflight99]

We've been sojourning at the Dolphin for more than a decade, and have thoroughly enjoyed every visit. We have stayed at EVERY DISNEY RESORT (W/exception of the AKL), and find the Dolphin to be our favorite. Just as Happytrails stated, if you experience a problem of ANY kind, please contact the staff to have it rectified while you are there. We find the accomodations astoundingly clean and comfortable. The staff is always friendly and eager to assist. We love the Friendship boat transportation and the availability to walk to EC & MGM & the BOARDWALK! It is a great resort, and I wish you the BEST vacation you have ever enjoyed! :D :sunny: :wave:

[DawnCt]

Originally posted by Eloise@the Plaza
I too, am sorry you didn't enjoy your stay at the Dolphin, but think of how lucky you and your family are to have been able to go to Disney at ALL- and to stay on property.



I am having a problem with "how lucky" she was to be able to go to WDW. Luck has very little to do with it. They saved their money and made a choice on how they wanted to spend it and from their experience, they didn't get a good value. Your experience may be different but the bottom line is, when guests anticipate a certain level of service, cleanliness, convenience for the amount of $$$ they spent, and those expectations aren't realized, they don't feel very "lucky".

[pooh6890]

Maleficent2 & DawnCt...........I completely agree with you 100%.:D

[dahess]

My family stayed at the Dolphin in November of 2001. We received a "Free Upgrade" from Dreams Unlimited. We had originally booked POR. We did not enjoy the Dolphin at all. I felt that the employees were rude, with the exception of the bell hops. Most of the restaurants were closed or closed very early. We really did enjoy the boat rides to MGM & Epcot, I would say that is the best thing about the Dolphin.

The rooms were decent enough. We also went on the Disney cruise after our stay at the Dolphin. Man, I can't even begin to tell you how awesome that was! The Dolphin didn't compare to the Dis cruise.

My family is returning to WDW in June of 2003 and will definately not be staying at the Swan/Dolphin.

POR here we come!!!!!!!!!!!!!!!!!!!!


DAHESS

[Blondie]

Sorry you didn't enjoy your stay at the Dolphin.

We had a fabulous trip there in February!

[The Pluto People]

Tiffany: We had a wonderful vacation at the Dolphin last month!! We have only stayed on site 2 times before (YC and Contempo Tower) and, although we enjoyed those vacations, we liked the Dolphin a lot more!! Our room was beautiful, the resort was magnificent (and immaculate) and the CMs were the nicest we have ever encountered in WDW.:D The Grotto pool was great! We are also planning a trip in June of 2003 and we are planning to stay at the Dolphin again!:D

[Trekker]

This is one of those Moderator's - Friendly Reminders that the topic of this thread is the original posters disappointment with some aspects of thier stay at the Dolphin.

I've stayed there several times and have enjoyed each visit.

But, I have seen / experienced some of the things that are reported as being negative about the Dolphin.

Some of my observations are:

Bad

1. The beds at the Dolphin are old and need replacing.
2. The carts from room service are left in the halls way to long.
3. Some of the rooms are run down and even though they are clean can appear dingy.

Good

1. Location
2. View
3. Boat Transportation
4. Staff - always friendly and courteous - but also allow you your privacy.
5. Large rooms
6. Great Pools
7. Tubbie's
8. Did I mention location?

We need to here the good and the bad about each and every Disney Resort and each and every stay if we are to come to a valid conclusion about where we want to stay.

Please refrain from making any additional personal comments about the original poster. Keep the thread on topic.

Thanks,

[DisneyPoly]

We also just returned from the Dolphin (5/4/02). We stayed there one night prior to our cruise. We decided to stay due to the discount being offered in conjunction with the cruise, and felt that this would be a good opportunity to try something new, since we always stay at the Polynesian.

We were pleasantly surprised. We had two connecting rooms on the 7th floor. We had a wonderful view of MGM and of the Swan. We spent the day at the grotto pool and my four children loved it. Both of our rooms were very clean and enjoyable.

We took advantage of the children eating free at Gulliver's and our meal was wonderful.

We had a very positive experience and would return again!

[DawnCt]

DisneyPoly; you highlighted an important point. Two people can take the exact same vacation and have vastly different experiences. The same people can take the exact same cruise and not have the same cruise and the same person can take the same,exact cruise a few months a part and have a completely different experience.

[disneychic]

Wow, I definately didn't mean to get some people upset by what I said about the dolphin. Firstly, let me just say that we ALWAYS know how lucky we are to be able to go to WDW. We never lose sight of that. We love it there so much, that the reason we were there was that my husband had a job interview, and we're looking to re-locate there. Secondly, I just posted my opinion to let other people who never stayed there kind of know what I experienced. I also post great reports of other places that we've stayed. We may have just stayed there at a bad time. Like I said there were tons of conventions going on - including many conventions going on right there at the Dolphin. But, the transportation while we were there was definately not up to par. The busses in particular were no shows, there were many guests besides us who were more than a little dissapointed with the transportation. Actually, my husband had stayed there at the Dolphin when he was in high school and was on a family trip and they loved it. It just didn't feel disney to us this time. I'm sure it had ALOT to do with the conventions that the rooms/staff were not how they usually are.

[Bimmy56]

I love the Dolphin, we stayed there over Christmas and am going back in june and next Christmas. I do have to agree with WDWtrekker's assessment about the room service trays though. It's tough walking down the halls having to look at all that old food, and the Dolphin does seem really slow about picking the trays up. I can live with that as a trade-off for a great location, and low rates, but I'm sure that probably really bothers a lot of people.

[mickey7861]

disneychic

I noticed you mentioned the conventions.... I've only run into that problem once at CSR and haven't retutned there. We were scheduled to stay at the Swan 8/9 and 10 but friends of ours are staying there the same time for a Subway convention. when they told me that I switched our ressie to POR. I didn't want to take any chances with the conventioneers again. I wish you could find out in advance when big conventions are scheduled at your resort.

[sandramaac]

Reading another post did remind me. There were trays in the hall from room service that were there for two days, AND a half eaten cookie on the table near the elevator for four days. And I called on the trays after the first night because there must have been some onion rings or fried onions and the hall really smelled. I could not understand why room service did not handle it.

And yes two people can have entirely different views about hotels, however being as there seems to be no gray area with this dispute- either people love the Dolphin or dislike it leads me to believe the is a inconsistency in service. Now if that hotel where in any other location but Disney that factor would be the kiss of death. This is IMHO.

I have one question for the Dolphin fans. Did any of you ever hear the story that when the hotels were built (swan/dolphin), that after twenty years that ownership would revert back to Diseny. I was just curious if any one else ever heard this.

[dcedwards]

Disneychic -

Our experience at the Dolphin was similar to yours. Too many conventions. Room service trays in the hallways, constantly, were obnoxious, after awhile. Staff was rather snooty. Pool was often closed due to convention activities. Bus transportation was horrible! No question. If I were staying at the YC/BC I would have been VERY upset ... the same as I was staying at the Dolphin.

Thanks for posting your impressions. I always enjoy reading the diverse opinions on the board.

The one thing I did like about the Dolphin was location. It is great.

[Blondie]

During our February stay, there was a HUGE and I mean HUGE lenders convention during the last three days we were there. There were so many attending, that they had to overflow them to other resorts.

It really didn't make that much of a difference to me. They didn't take up any room at the pool (too busy attending their meetings) they were a very well behaved bunch of "suits" walking around on cell phones. This works out to your advantage because they won't be on the buses going to the parks!

The only time we saw them was as they were gathering in the lobby mostly during the AM and during their breaks, and as they were walking over from the Boardwalk and YC/BC resorts.

They did close the grotto pool one night, but they did post a sign 2 days in advance. The Spring pool and baby pools remained open.

So...don't always write off a convention resort. It just may work out to your advantage!

[nealh303]

We just returned from a very spontaneous 3-night, 4-day trip staying at the Dolphin (teacher's rate). We stayed there for 2-weeks last summer and loved the hotel. This time around - it didn't have the same charm for us. Here are a couple of reasons why:

1) We had an upgrade to the Concierge level last summer - not this time - even though the hotel was not busy and we are Starwood members. I am sure that this contributed to our enjoyment level.

2) The room we were given had a beautiful view but an awful smell. We requested and received a room change immediately. The view of the second room was not nearly as nice as the first nor was the general location. This floor of the hotel seemed dated and a bit dingy.

3) The front desk personnel were not as friendly as last summer. Nothing wrong, just not very cheery.

4) No waiver of the $25 fee for a roll-away, if even for a child (as ours was)

5) 2-minute phone call was $15.25

The location of the Dolphin is exceptional and perhaps one of it's best assets. We enjoy walking to Epcot & MGM. We also appreciated the visible increased security. However, I think we will try a different hotel next time around (we have stayed at AllStars, Ft. Wilderness trailer homes, Poly, Contemporary, PortOrleans FQ).

[cboudre1]

We stayed at the Dolphin in April, at the teacher's rate, and loved the hotel. But as I read this I remember room services carts in the hall all day long. We loved the boat transportation to MGM. We hope to stay there again someday.

[pooh6890]

Swan and Dolphin are nice to walk around when in the BW area, but have had no desire to stay there.......I would much rather stay at Y&B or BWI....they just don't seem as Disney to me.

[JonHM]

Just a quick comment - regarding several quotes you have made, including this last one - "It just didn't feel disney to us this time. "

I don't want to antagonize anyone here, and many (if not most) people who read this board know this, so it's kind of like stating the obvious. But I feel, given your comments, that I should point this out:

The Swan and Dolphin are *not* Disney resorts. Yes, they're on property, but they are both run by standard hotel chains. VERY VERY NICE hotel chains, mind you, but *not* by Disney.

Again, not trying to antagonize anyone, just pointing that out.

Take Care,

Jon

:bounce: :bounce:

[pooh6890]

JonHM....I believe the point most people were trying to make regarding the S&D is that the BW area is made up of the BWI, Y&B and the S&D. They kind of all go hand in hand...i.e....share boat service, bus service and are all connected in the same area. So when people state it's not as Disney, I think they mean just that. Whether they are owned and operated by Disney doesn't change that they still offer pretty much the same amenities.:)

[JonHM]

Just to clarify: not everyone knows that S&D are not Disney hotels, so I was just pointing that out for those who might mistakenly assume that they were. Also, while they're all generally in the same area, I wouldn't say that what they offer is all 'pretty much the same' - For me, and I am *only* speaking for myself, here, it's not just about the location - or the transportation for that matter. Disney resorts, even the moderates, are a completely enveloping experience that is all about Disney magic, and has very little to do with 'amenities' - it's an intangible that's a combination of theming, CM behavior and the feeling that you are *completely* enveloped in WDW... nothing against the S/D, they just don't have that for me. They are *extremely* nice hotels, it's just that I don't view the Disney Resorts as 'hotels', but as something more...

Again, just speaking for myself.

Take Care-

[dreamflight99]

WDW DOLPHIN SWAN OFFER:

Character Charavan, Character Breakfast, Shopping items transported back to your resort, theme park tickets available at the desk, E-Tickets, PS reservations, Boat/Bus/Transportation to the Parks, Close Proximity to the MAGIC (even within walking distance), Child-care center, Arcade, Fitness Center & Spa, Salon, refillable mugs, numerous eateries/restaurants, laundry center, Beautiful Pools, Great Views of Epcot/MGM & fireworks shows, Disney Gift Shop, etc.!

SOME of these same ammenities are offered at other "DISNEY-OWNED" resorts, and some are NOT! The DOLPHIN/SWAN are "IN" THE MAGIC...there's simply no denying this fact! There are "plenty" of other resorts/hotels, across from the marketplace, which are run by other "chains" but still on Disney-owned property. These are not "IN THE MAGIC", (as the Dolphin/Swan ARE).

The Starwood Corporation, (which owns Dolphin/Swan) is not your average property "CHAIN" or company. They are an upscale corporation, and own many historical, 5-star properties. The DISNEY company RATES the DOLPHIN/SWAN as a "DELUXE" resort, topping their Disney-owned Value & Moderate resorts!

I think I hear the Dolphin/Swan Quacking....because, "if it walks like a Duck, and looks like a duck...it's a duck!" (irregardless of ownership!) ;)

P.S. Jon...in good fun, I have a dear brother...and he always swore he was never "antagonizing" us...or even "trying" to,
each time he was only mastering his craft...LOL...LOL!!!:D :wave: :p

[dreamflight99]

This is too much fun to pass-up....:D

WDW DOLPHIN SWAN OFFER:

Character Charavan, Character Breakfast, Shopping items transported back to your resort, theme park tickets available at the desk, E-Tickets, PS reservations, Boat/Bus/Transportation to the Parks, Close Proximity to the MAGIC (even within walking distance), Child-care center, Arcade, Fitness Center & Spa, Salon, refillable mugs, numerous eateries/restaurants, laundry center, Beautiful Pools, Great Views of Epcot/MGM & fireworks shows, Disney Gift Shop, etc.!

SOME of these same ammenities are offered at other "DISNEY-OWNED" resorts, and some are NOT! The DOLPHIN/SWAN are "IN" THE MAGIC...there's simply no denying this fact! There are "plenty" of other resorts/hotels, across from the marketplace, which are run by other "chains" but still on Disney-owned property. These are not "IN THE MAGIC", (as the Dolphin/Swan ARE).

The Starwood Corporation, (which owns Dolphin/Swan) is not your average property "CHAIN" or company. They are an upscale corporation, and own many historical, 5-star properties. The DISNEY company RATES the DOLPHIN/SWAN as a "DELUXE" resort, topping their Disney-owned Value & Moderate resorts!

I think I hear the Dolphin/Swan Quacking....because, "if it walks like a Duck, and looks like a duck...it's a duck!" (irregardless of ownership!) ;)

P.S. Jon...in good fun, I have a dear brother...and he always swore he was never "antagonizing" us...or even "trying" to,
each time he was only mastering his craft...LOL...LOL!!!:D :wave: :p :D

[JonHM]

Again, was just speaking for myself. I didn't mean to be throwing down any sort of gauntlet, but I'm happy to see that you took the time to respond. :)

I am delighted that you love the Swan and the Dolphin so much. May you have many, many more opportunities to be near enough to hear the quacking... :D

[jwfla422]

Sorry to hear about your experience. Ironically we were there at the very same time and I have to admit our stay was just terriffic. We had great service, everyone was super helpful. Never had any problems with the boats (which are operated by Disney, not the S/D btw).

I know it was a fairly quiet stay too as I didn't notice any big conventions going on. This was our first stay at the Dolphin, several of our previous stays were at the Swan and prior to those we've stayed at many of the WDW owned resorts.

This past stay at the Dolphin was one of the most memorable and best stays we've had so far at WDW.

For the record, those who plan to stay at the Dolphin, just do it, I almost changed my mind after reading some negative posts about the resort. I'm so glad I decided to try it because we had an excellent stay.

[Eloise@the Plaza]

So sorry to have hurt all of your feelings, but in the big picture this is a week out of your life - a vacation - move on, get over it, and enjoy Disney World.

[pooh6890]

Eloise...........no hurt feelings here. I have never ever had a bad vacation at Disney and never will. And it's not a week out of my life, I visit about 3 times a year. I just agreed with the others on the curtness in your response. Kinda like that last one huh? Whatever....................:)

[dreamflight99]

Thanks for the laughs Jon...and your understanding nature. No offense is taken with any of your posts (or any others for that matter). Here's a tiny reminder for you when planning your next trip to WDW....shhh...it's a bit of a secret, but..."THE MAGIC...IS INSIDE OF YOU!" :D So, you bring it with you, inside, no matter which resort/camper/tent you stay in! LOL....I've seen folks at the DISNEY-IST of DISNEY resorts...definitely NOT feeling/sensing/enjoying ANY Disney Magic during their stay! Why? Because they lacked the secret insider knowledge...the DISNEY SMILE, reflecting the INNER MAGIC! We are ALL DIS-ers...all in pursuit of the same great time! Let's enjoy the experience, irregardless of WHERE we stay! I think I hear the "quacking" calling me..... ;) :sunny: :wave: :earsgirl:

[Tiffany]

I know this response is a few days belated but I have not had the chance to post in a few days.

I justed wanted to say thank you to "The Pluto People", "happytrails2u" and "dreamfligh99" for taking the time to reasure me about my upcoming trip to the Dolphin.

[Jen80370]

Lisa...such noble quacking. There's a duck in heaven that would be proud. :) I am a firm believer in vacation is what you make of it. As for the food trays. Has anyone written to Starwood to bring this to their attention? How about the management of the Dolphin. I tell my son, my husband and my students....how can I help to fix a problem if I do not know it exists?

For example, many people moaned and groaned about how upset they were that the Dolphin did not have refillable mugs. People emailed...and things changed. Is it a minor thing? Sure, but I am wondering...if someone forwarded this thread to the Dolphin management, and to Starwood Corporate, you would see a change. No business wants to be thought of in this light.

Makes me think of a friend with lettuce in their teeth...a true friend would tell them it is there, while someone mean spirited and looking to cast aspersions would snicker quietly at the clueless embarrassment. I for one, would tell the person about the lettuce...and I shall.

[The Pluto People]

I just had to "chime" in about the food tray discussion...we stayed at the Dolphin the week of April 7-14 and we saw very few room service trays or carts in the hallways. I remember commenting to my DH and DS that, despite an impending strike vote by housekeeping, the halls were always spotless! When we did see the occasional tray, for instance a breakfast tray in the hall when we were leaving in the morning to go to the parks, that tray was NEVER there when we returned to our room later in the day! I hate to sound like a broken record:D but...we found both our room and the common/public areas of the Dolphin were always immaculate!:D

[Jen80370]

Thanks Pluto People! And just to be safe in case things had been overlooked...I copied this thread and sent it to Concierge at Dolphin to forward to housekeeping. People cannot fix a problem they do not know is broken.

[chatty]

I know that there will always be a 50/50 split on every resort.

We spent 12 days at the Dolphin just after the 911 attack.. I now have a problem, because I don't want to stay anywhere else, but the Dolphin..
Our rooms were spotless, the CM's were the Best, the transportation was the best. The buses were always there and we always had a seat.. Yes the pool was cool but we could live with that..

we are taking our 5 kids in early May 2003 and we would do anything to stay there again, but this time we would need 2 rooms and I don't think we can swing it..even with the reg. person discounts. I'll tell you we loved the Dolphin so much that it will be hard to go to the values or moderates..We have stayed at all the moderates and one deluxe.. I'm not knocking the values and moderates they too were wonderful. They just didn't give us that "Oh my Gosh, can you believe this Place" feeling.. I am Greatful for the once in a lifetime that we got to have at the Dolphin.. And believe me, the Boardwalk area was the icing on the Cake!!

Hey, I'm sounding like a comercial for the Dolphin/Swan..

When we go I made the kids promise that they will go with me to the Dolphin so I can show them the Splender of this Massive Beauity!!

Chatty

[Jen80370]

Chatty...check out the new Starwood thread...affording it again is easier then you think...even with two rooms...

[LBYC-19]

Chatty: I agree with Jen..we just stayed at the Dolphin during a peak April vacation week for the same price that my sister paid for a moderate- POR...

Now, as you know, S/D does not have the inexpensive food courts that values or moderates do, (but with Disney Club there is 20% off all dining) and that was my sister's main priority in not switching to the Dolphin, with small kids I can understand this decision.

I'm sorry for the original poster's adverse experience.
-----------
Joanne

[dcedwards]

Just as an FYI ... when we stayed at the Dolphin and had so many problems, I talked with the hotel management staff on two separate times. Both times they said, we will look into it. Never changed anything the entire couple weeks we were there. Before leaving I than asked to talk with the General Manager who couldn't be found. When I got home I wrote a letter and got a lukewarm response to my concerns.

I, too, agree that you should ALWAYS let management know when something is wrong. But, what upsets me most is when you do take the time to let them know and then they act as if it doesn't matter... that is a very poor reflection on the overall resort management team.

From what I've read since my trip ... five years ago, it sounds as if some things have changed. That is great. It is just after such an experience one doesn't really want to chance it that things will be okay. And, we too like the food court concept. It just is a better fit for us.

[chatty]

Thanks to all! You Guys are so sweet to reply...

Chatty (Nadine from Michigan)

[dreamflight99]

Chatty....As Jen and Joanne (The Two Reigning J's of Starwood perkdom!) suggested, the Dolphin is clo$er than you think! The rewards SPG program, and AMEX, etc.--can make your DREAMS come TRUE! :D

dcedwards...sorry for your troubles, but the current management is not the same as when you visited the Dolphin. Also, the corporate owners are not the same. Presently, Starwood owns the Dolphin. When you visited, it was under the rule of Sheraton Corporation. You should visit again, as all has improved with the guidance of Starwood. ;)

P.S. Thanks for the kind words Tiffany...I wish you and your family a memorable and magical visit! :D

[chatty]

Thanks Dreamflight99, I will find a way to get there!! I start my quest bright and early tomorrow morning...

Chatty

[dcedwards]

Dreamflight 99 -- you are right...it was a Sheraton then. It is just hard to get past the bad experience and memories of what happened ... to give the property another chance -- even though I now know it is under different management.

Especially when I've been reading similar comments about the trays in the hall, etc. Perhaps one day we might give it another try. When I first started looking at going to Disney (more than 10 years ago) the Dolphin was one of the first that I picked out. And, then to have the experience we had ... well ... I guess that is why it is so important for properties to make good impressions on guests - the first time ...those impressions last a long time.

But, the location is wonderful.

[NancyIL]

To clarify - the Swan and Dolphin are still Westin and Sheraton hotels, but they have a new "parent" in the Starwood corporation. Just as airlines have frequent-flyer programs with numerous "partners" to encourage customer loyalty - so do the major hotel chains. Starwood Hotels and Resorts includes Sheraton, Westin, Four Points, W Hotels, Luxury Collection, and St. Regis: www.starwood.com

[dreamflight99]

Hi Nancy;

Starwood Corporation literally "Owns" all the Sheratons/Westins/Etc. They acquired these through a lengthy acquisition/takeover, (majority of stock) and part of the negotiations contained the "BRAND retention" Of the properties. Many companies "purchase" other businesses, and keep the former BRAND name-thus maintaining the Strong customer base. Professionals even sell their business based upon this "customer data", including all patients and customers in the sales transaction.

The Starwood Corporation, retained the names of these former "chains" (Sheraton/Westin/etc.) to induce familiarity and loyalty among frequent travelers. If the resort's names were changed to "Starwood", occupancy may/would likely drop. Most persons do not embrace "change", especially in the resort industry. Starwood has "Partners" in the sense it is a foreign conglomeration of "silent partners", all coming together with the big $$ to acquire these former companies. Sheraton Corporation no longer exists as an entity by itself, nor does the Westin Corp. Even my shares of Sheraton Stock changed. Starwood has "Partners" with the Airlines, and rental car companies...where it shares it's base of SPG members (in points trading/processing). When Starwood acquired these companies, many "down-sizing" and corporate re-structuring effects took place. I believe is has greatly improved these resorts, and look forward to a long association with the Starwood Resort Corporation. ;)

This acquisition also explains the removal of all things "Sheraton" from the Dolphin (& other Sheratons) resort...from the napkins, right down to the little 24 hr.T.V Sheraton Promo "Ces't Si Bon" (Which I adored!). Now, it's the STARWOOD 24-hr. T.V. promo you'll find @ the Dolphin, (and probably the Swan too).

*The following Company Overview is excerpted from the Company's 2000 10-K. A full copy of the 10-K is available via the Investor Relations section of this web site, choosing the "SEC Filings" banner button.

Starwood is one of the world’s largest hotel and leisure companies. The Company’s brand names include Sheraton®, Westin®, The Luxury Collection®, St. Regis®, W® and Four Points® by Sheraton. Through these brands, Starwood is well represented in most major markets around the world.

The Company’s hotel and leisure business emphasizes the global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry. Starwood seeks to acquire interests in or management rights with respect to properties in this segment.

Competitive Strengths

Management believes that the following factors contribute to the Company’s position as a leader in the lodging industry and provide a foundation for the Company’s business strategy:

Brand Strength. Starwood believes that it has strong brand leadership in major markets worldwide based on the global recognition of the Company’s lodging brands. The strength of the Company’s brands is evidenced, in part, by the superior ratings received from the Company’s hotel guests and from industry publications. For example, Starwood was designated as the "World’s Best Global Hotel Company" by Global Finance magazine in their September 2000 issue. Also, for the second year in a row, Westin was named number one in the upper-upscale category of Business Travel News’ 2000 Survey of Top Hotel Chains. With the Company’s well known lodging brands, Starwood benefits from a luxury and upscale branding strategy that provides strong operating performance from new customer penetration and customer loyalty. During 2000 and 1999, Starwood converted five and six, respectively, of its owned hotels, which had been operated on a non-branded or non-proprietary-branded basis, to proprietary brands owned by the Company. These conversions have enhanced and expanded the Company’s global presence and brand recognition. In 2000, the Company also added an additional 76 hotels with approximately 17,981 rooms to its branded hotel system. In total, approximately 1,327 rooms were added to its newest brand, W. The W San Francisco recently won Hospitality Design Magazine’s 2000 Gold Key Award as best in the "Lobby/Reception" category and was a finalist in the "Guestroom" category.

Frequent Guest Program. The Company’s loyalty program, Starwood Preferred Guest® ("SPG"), was awarded the 1999 Hotel Program of the year by consumers via the prestigious Freddie Awards. SPG, despite being the newest hotel loyalty program in the industry, also received awards for Best Customer Service, Best Web Site, Best Elite-Level Program and Best Award Redemption. SPG, deemed unique in the hotel and leisure industry for its policy of no blackout dates and no capacity controls, enables members to redeem stays when they want and where they want, a feature not offered by competitors.


While Starwood focuses on the luxury and upscale portion of the full-service lodging market, the Company’s brands cater to a diverse group of sub-markets within this market. For example, the St. Regis caters to high-end hotel and resort clientele while Four Points by Sheraton hotels deliver amenities at more affordable rates. Management believes that the diversity of the Company’s brands and customer base reduces the likelihood of competition for customers at any one of the Company’s hotels from other hotels within its portfolio. Instead, management believes that this diversity serves to increase the Company’s market share within markets where Starwood operates more than one brand.

[NancyIL]

I agree with everything you are saying, Lisa. My point was that even the Swan and Dolphin are still known by their brand names as being a Westin (Swan) and Sheraton (Dolphin), and that's how they are listed on the Starwood site: http://www.starwood.com/preferredguest/search/search_results.html?inputDate=&dtArr=&dtDep=&theBrand=pg&city1=Orlando&stateProvince1=FL&postalCode=&country=US&hotelLocationType=R&propertyStreetAddress1=&city2=&stateProvince2=&pOI=&arrivalDateMonth=6&arrivalDateDay=1&arrivalDateYear=2002&lengthOfStay=04&departureDateMonth=6&departureDateDay=5&departureDateYear=2002&numberOfRooms=01&numberOfAdults=01&arrivalDate=2002-06-01&departureDate=2002-06-05&amenityType1=&amenityType2=&amenityType3=&nRooms=&nAdults=&stateProvince=FL&nState1=FL&nState2=&city=Orlando&nCity1=Orlando&nCity2=&nCountry=&nLocation=&rpoi=&requestedChainCode=&requestedAffiliationCode=&corporateAccountNumber=&corporateAccountMatchId=&search.x=31&search.y=9

[Jen80370]

I agree with Lisa that alot can change in five years. I forwarded this thread to both Starwood Corporate and the Dolphin Concierge yesterday around 11 a.m. est to gauge how quickly responses could be heard. I thought I'd include them here.

From the Dolphin
RE: Feedback Form - Concierge / General Comments
Date: 5/17/02 2:52:07 PM Eastern Daylight Time
From: kmontalvo@swandolphin.com
To: Jen80370@aol.com
Sent from the Internet (Details)



Dear Ms. Clark,

We appreciate the time you have taken to forward your concern.

All the cast members at the Walt Disney World Swan and Dolphin strive on a
daily basis to provide the best possible service to all of our guests. It
is with valuable guest feedback that we are able to improve upon the
services we provide to our guests.

Enjoy your stay at the Walt Disney World Swan and Dolphin. We hope we have
the pleasure to welcome you and your family back to our resort in the years
to come.

Magically yours,
The Cast of the Walt Disney World Swan and Dolphin


and this is from Corporate:

Subj: Re: General Comment
Date: 5/17/02 6:30:24 PM Eastern Daylight Time
From: starwood.preferred.guest@starwoodhotels.com
To: jen80370@aol.com

To: Mrs. Jennifer Clark

Dear Mrs. Jennifer Clark :

Thank you for your recent e-mail message. We appreciate the time you have taken to share your comments.

We have forwarded the link provided to the attention of the hotel's General Manager where it will be reviewed.

Once again thank you and we look forward to having you with us in the future.

Best regards,

Kelly Riley
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

Please note both responses were sent the same day.

Happy Saturday!

[dreamflight99]

Yes, Starwood "kept" all the Brand names after acquiring these props...(Very wise move indeed). I recall reading about the acquisition in the W.S. Journal, as it was occurring. It was NOT friendly/cordial at times...bordering on "Hostile", as Sheraton was a bit in the RED and needed the "bail-out" Starwood's INC-Power could provide. Most of the staff at the resort were worried they would be "Axed" during the post "take-over" period, and benefits, etc. would be adversely affected. NOT SO...Starwood has created a stronger team, and most of the associates remained throughout the transition. Kudos to Starwood...for upholding character and dignity throughout these purchases (Lot$ & Lot$ of $$$ involved here...). So, in theory, there is no Sheraton or Westin anymore...Only Old Brand Ghost names for STARWOOD INC! Ghost names we associate with, and feel comfy lodging in...but Ghost names, irregardless. ;)

dcedwards...I so wish you would give the Dolphin another try. You may be pleasantly surprised. The trays in the hall are not present during my (near month-long) stay! I have seen them, as I have in every other resort which offers Room Service, but they are gone when I return. The Dolphin is a HUGE property, full of persons ordering Room Service. The room service staff has NO way of knowing "when" the trays will be placed in the hall. They check periodically, or when they pass by with another order. All in all, they do an astounding job of keeping the place clean & clear of food trays, etc. I understand your trepidation, and the lasting impressions you struggle with. Yet, Life is a never-ending adventure...where we face our fears to experience the greatest of joy. Don't ever fear those mountains in the distance...for they are really only cinderblock and steel pyramids with Dolphin Fish floating fancifully atop! :D

Jen (Ms. Jennifer Clark, ahem), GREAT JOB and rapid results from your efforts. I agree with you girl, nothing gets accomplished or changed by remaining silent. SPEAK-UP/SPEAK-OUT! After all..."Home of the Brave, land of the Free"!! That's us! Now, keep track of all the trays you see during your stay to report an update on this issue. Thanks for the insight Jen. :)

[Maleficent2]

but in the big picture this is a week out of your life - a vacation - move on, get over it, and enjoy Disney World.

again EXCUSE ME but I had a wonderful stay at the Swan....maybe you should wipe off those reading glasses Dear.


and like pooh6890 no hurt feelings here also I have no feelings towards you at all.





Mal

[luvdsny]

My family (myself, DH, DD-age 10, DS-age 4) stayed at The Dolphin 3 weeks ago. We had a very nice time. :)

The staff were warm and friendly--always!
The room was clean.
The view was 'to die for'....watched the EPCOT fireworks each evening from our balcony.
Having Tubbi's downstairs was a life-saver! :D
The pools were fabulous!
We did not notice any 'convention problems'.
The bus service to/from AK and MK was impecable! We never waited more than a few minutes for a bus from The Dolphin, and a bus was always waiting for us when we left the parks.
The boats to MGM and EPCOT were always on time too. Never had to wait long. And the ride itself is very relaxing.

The only 2 'negative things' that stand out in my memory are:
One bed had a wild spring on one side, so DH and took turns sleeping on it. I agree that the beds need to be replaced.
And there was a beer bottle near the ice machine that sat for a day and a half. Neither of which would keep me from staying here again.

I would just like to add that if I had a bad experience somewhere it would take me a long time (if ever) to go back. Especially when there are so many other choices. And I agree that everyone will have different experiences and different opinions....this is what makes sharing information so fun and important. :)

[happytrails2u]

That's how to take the proverbial "bull by the horns" or would it be the "Mahi Mahi (Is it a Dolphin?) by the fin?" :p

The fact that the corporate office has forwarded your link to the Dolphin's General Manager is an indication that the customer's voice matters and WILL be heard! If any of us were the GM of the Dolphin, we would absolutely want to know what customers were saying about our property, because we would know that there is mega hotel/resort competition in this area. As such, we would want to fine tune our resort to its pinnacle. Please let us know if the GM responds.

I hadn't mentioned this before, but when I last spoke with our reservations "angel" at the Swan/Dolphin, she informed me that one of the Swan/Dolphin Managers is a member of the DIS and posts regularly!!! :eek: Soooooo, the messages here may be getting to the right people quicker than we think! :smooth:

[Jen80370]

My money is on the elusive Mr. SwanDolphin. He used to post regularly when I first signed up. He then became more of a "behind the scenes sprinkler of pixie dust." If you search through posts from mid to late '01, you'll find him. Haven't heard hide nor hair lately though. I'm sure they are checking these boards though. It would be an invaluable (and free) tool for gauging customer service and satisfaction. So, Dolphin muckity mucks...good morning to you too...job well done!

[disneychic]

I really don't understand how my initial posting has gotten so many people upset. It was just a trip report. Just letting people know what our experience was. Funny how if I post a glowing report about Boardwalk or Wilderness Lodge it doesn't get 1/2 the response that this posting has. Not everybody can have a great experience at the Dolphin everytime. Just like everyone probably doesn't have a great experience at any other hotel all the time. But, as I'm sure you've read what other people besides myself have posted, certain things are just not acceptable. Who wants to smell a breakfast or dinner tray that has been lying on the floor of the room next to yours for 4 days??? that's disgusting. Sorry, that 's just how it is. Also, isn't that a health violation or something? It's what ever it is it's gross.

[The Pluto People]

Disneychic: I agree that would be gross - but that did not happen during our the week we spent at the Dolphin last month! Did you call housekeeping to ask that the tray be picked up? Just goes to show you how different people can experience different vacations in the same resort:D ! Again, we found the Dolphin to be immaculate!:)

[Trekker]

As a moderator of this forum I'm getting tired of everytime a posters has anything negative to say about the Swan and Dolphin the responses seem to always be extremely defensive.

I for one am tired of people being made to feel that the experience they had and thier opinion is not valid.

Yes, we know there are some of you who could write a book about how everything works at the S&D.

About which room is perfect for the elusive view of ????.

About the first name of each individual who works there.

But in all honesty not every traveler has been to S&D a dozen or more times, or in my case do not really believe it should be necessary for me to call and complain about (For example) food trays / carts left for days in the halls.

If this 5 star resort cannot take care of these things without being reminded, I believe people have a right to say that they are upset about it.

There has got to be a change of the way people "defend" the S&D here. Nearly every person who posts a negative is made to feel that they are wrong, or thier opinion does not matter or is invalid, or that they are being belittled because of what they posted.

Please re-read what you write from the prospective of who you are targeting and if needed - learn to use the back button.

[Tinkbell]

Thank you for sharing your experience with us, disneychic. You saw trays left in the hallways for days on YOUR vacation. It shouldn't matter to you if other people did not see trays on their vacations. We should all realize that no 2 people ever experience the same vacation. I have read the tray complaints many times on this board over the 2 years that I have been here. I hope they can fix that problem.:)

[dcedwards]

Disneychic -- Your initial post was great. As you may have noticed from the thread that my experience was similar to yours. Having worked in the industry, and trained, I know how difficult it is to run such a huge property. That being said, if my trip to the Dolphin has been a "once in a lifetime trip" to DisneyWorld it really would have been too bad. I realize that some think the Swan and Dolphin are wonderful and my hats are off to you. It is great that you have had such wonderful experiences there. But, for those who might be planning to stay there...I think it is important that in planning the visit that they are well aware that things can go wrong. The information you provided in your post is valuable. It gives newcomers and those planning trips additional information on which to base their decisions. And, I'm sure the managers at Swan/Dolphin are more than happy to find out about those experiences. Too often many people go away mad or disappointed and management never knows why. Not so in my case, as my husband would say "look out she is on that they should do better than this crusade."

As it is, I have been blessed by being able to return on a yearly basis with my family and my parents. And, we have not returned to Dolphin to give it another chance. At the time, management which I now understand is different, could have cared less and I decided that we could rent our two rooms elsewhere. We have done that and had some wonderful trips. But, am I ready to give the Dolphin another try? I might ponder the question for a minute but ....

As for Mr Swan/Dolphin, over the years I have seen him use his pixie dust for many wonderful things. He has been rather elusive lately but I'm sure he still has his bag of pixie dust waiting for that special moment. If you are reading this....thanks for the things you've done in the past...I've seen many a smile over the computer!!!

And, finally...WDWtrekker...I agree...it is okay to disagree but we need to make sure we do it in a way that doesn't belittle anyone else's opinions. Thank goodness we are all different with different perspectives. That is what makes these boards so wonderful.

[Mom of Sleepy, Bashful and BabyDoc]

Ummmm..........last time I checked this wasn't the debate board. Disneychic, is that what you were looking for??? a debate??? probably not, huh?

I appreciated your view. Some things were dissappointing in your hotel. I'm sure you didn't let it ruin your vacation, but you just wanted to inform people (I think that is what a trip report is). Anyway, thanks.

Trekker..... thank you, too. It's a tough job, but someone has to do it. ;)

[NancyIL]

I believe Mr. SwanDolphin is too busy picking up Room Service trays to spread any more pixie dust! ;)

The WDW Swan and Dolphin are actually "owned" by the Tishman Hotel Corporation and managed by Starwood: http://www.tishmanhotels.com

[The Pluto People]

LOL!!!:D :D :D ;)

[dreamflight99]

Originally posted by NancyIL

The WDW Swan and Dolphin are actually "owned" by the Tishman Hotel Corporation: http://www.tishmanhotels.com

Well...This gets really "sticky" here, and difficult to explain in simple terms. Tishman, Starwood, and several other Major Reality Companies & Corps "Share Ownership" of these properties. It is called Asset-Management, (overseeing of Portfolio assets), and is in layman's terms a Partnership. Through delegation of boards, some companies decide to oversee the "day to day" management of their owned proerties. Starwood owns a dominant share of the WDW Dolphin/Swan, and therefore selected to oversee the day to day of this property. Tishman oversees the "day to day" of their Rio property, and several others. These resorts, and sometimes franchises, are all owned and operated by several persons/companies. As I said...it is very difficult to explain/understand. I could post some board room table talk, but it would appear as gibberish and rhetoric to most! LOL....:D

[Dodie]

I am not a person who likes to debate, but would like to share a quote from my report regarding my recent 4/20 pre-cruise night at the Dolphin:

We were registering at the Dolphin by 12:15! Unfortunately, the king-bed non-smoking room we had requested was not available at this time. Not wanting to waste a minute of precious Epcot time, we took an alternate room which was available. It was a double double-bed room with a balcony and a view of the pool and Disney MGM Studios. Special thanks to everyone who helped us get this one-night pre-cruise rate and a room with a view, but I have to be totally honest. We were simply not impressed with the Dolphin. Our room was a little worse for wear and a smelly tray of left-over room service remained outside a door down the hall (which we had to pass multiple times) for the entire 22 hours we were there. The public areas were nice and the proximity to Epcot and the Boardwalk was a nice plus. Maybe if we’d been there more than one night it would have “grown on us.”

Seems to me that the room service thing - of which I was totally unaware when I visited the Dolphin AND when I wrote my trip report, does seem to be a fairly consistent problem.

HOWEVER, I would never tell people "not to stay" at a particular resort. What bothers me may not bother you. Your experience may be totally different than mine.

There are a LOT of very nice, helpful people on the DIS who are big S/D fans. Mr. S/D is an awesome friend to many. I like to think that my review, above, would not be taken personally by others who love the S/D. However, it WAS my experience.

[chatty]

Dodie,

I think that everyones opinion is Great, wether good or bad. Just think how boring life would be if we all either agreeded to the same thing or dis-agreeded to the same thing ..YUCK!!!

Opinions are GOOD!! And I think that us WDW Fans do well with respecting other's views and OPINIONS.. GOOD JOB DIS FAMILY...

Chatty

[LBYC-19]

Thank you for your honesty, and I'm sorry you had an adverse experience at the Dolphin.

My hats off to any of you who are brave enough to report on your experiences (and my sympathies to you if they are bad!). If you were honest enough to post, the last thing you probably want to hear is what a wonderful time we all had at the Dolphin. These boards are to share the good and the bad....for the benefit of others when they are planning their future trips.
---------
Joanne

[cboudre1]

I agree with not telling someone else not to try a hotel. We were on the 18th floor and I really liked the Dolphin. There was a room with a room service cart in front of a door almost every time we went in or out of our room. Although I noticed it, it didn't bother me. I didn't even really think to much about it until I read that other people noticed the same thing. I remember the elevator being spotless and watching a man polish the floor of it.

The first night I realized we were right next to the elevator. I could hear it run when we turned off the Tv. I thought I would wake up all night long. We were so tired everynight it wasn't a problem. I do see how that could be a problem for someone else. A room that I liked might be a problem for a light sleeper even though I liked our room.

[dreamflight99]

I also noticed the polishing of the elevators, and the "stamping" of the sand in the large, tall ashtrays...with the Dolphin-Fish insignia/logo! The little touches...which I LOVE the most! :D

[Jen80370]

Dodie...see you presented your opinion with facts...what you saw, when you saw it, and then presented your opinion. You never presented your opinion as fact. Big difference. You may want to consider telling Starwood in a letter exactly what you told us. If there is a problem trending...maybe they can track the trend by the complaints. Maybe the trays mount at certain times of the day/week/month based on occupancy or people on certain shifts. The more info people have, the more they can do.

In response to your feedback, Starwood has been known to credit points for future stays. It cannot hurt...and it is always good to have your voice heard in a way that it fact-based and respectful-both of which your post was.

Good luck..

[Gabrielle]

MY son and I checked out the Swan and Dolphin on our last trip to Dworld - I thought we would give them a try next time.

I didn't like either one of them - they just didn't seem like Disney. They seemed like the type of hotel I would stay in for a business convention - not a vacation.

[pbhunt]

Oh Yeah, I haven't posted a review of our stay yet. we were at the Swan Apr. 25-28. We were upgraded to a balcony room with a view of crescent lake and the Friendship launch. Fabulous, Beautiful. Ahhhhemm. Back on topic. There was a Wells Fargo Convention going on during our stay, there were so many conventioneers that they were spread out between both hotels, over 1200+ attendees. We thoroughly enjoyed their presentations! They had their own parades with the Stagecoach and horses, Marching Bands in the courtyard in the evening . The Band "Bare Naked Ladies" put on a private concert for them at the Dolphin Saturday night. Missed that one. Darn I wish I worked for Wells Fargo! I really think the conventioneeers added to our enjoyment!:)

[dreamflight99]

Thanks Pbhunt...great post. Sounds as if you had a wonderful time. We too enjoy all the conventioners, especially the DODGE convention last summer. They gave DD pins, and wrist bands to attend a concert and party, (plus other freebies). They were a lively group...very friendly. Almost all had passes to WDW, and took the boats with us every afternoon. We enjoy all the people visiting WDW...like ONE BIG FAMILY! Thanks again for your post. ;)

[Jen80370]

My fingers are crossed for a Starwood convention...they could give away points!