Comments on DLH

[kevankiki]

and the luggage was delivered to and collected from the room without is having to be there.

We are also just back from our one night stay at this hotel, and while I agree with what everyone is saying, I am curious as to how long you waited for your luggage to be delivered to your room?

When we collected our keys we were told our luggage would be in our room, it wasn't! We appreciated that they were probably busy, but two hours later it still hadn't arrived, we now had a kettle but no tea/coffee stuff as it was in our luggage. We were also anxious to get ready for the party, we could see people arriving from our window! I phoned reception (twice), tried bell services and concierge (no reply from either of these!), phoned reception a third time... eventually our luggage arrived at 6.40pm!!!! Had I known it would be this long, then I would have attempted to collect it myself

I did not feel this was 5* service and this experience spoiled our plans for the party. We wanted to be there early, as we knew we would not be able to stay late, I get very tired easily. Consequently we had a rush to get ready, only had about 3 hours in the park that evening, and had paid a lot of money to ensure that this would not be the case.

I don't generally complain, but this is one instance where I feel a letter coming on...

 

[marcus.ka]

We have stayed 4 times in the DLH and always had our luggag in our room before we arrived. But last week was a very bussy season and it seams that the hotel was fully booked. Maybe that's why you had to wait so long?

 

[kevankiki]

We have stayed 4 times in the DLH and always had our luggag in our room before we arrived. But last week was a very bussy season and it seams that the hotel was fully booked. Maybe that's why you had to wait so long?

I still feel 3 hours was excessive, particularly when I chased it after 2 hours, and it took 3 calls and a further hour to arrive!

They only had to say they were too busy to bring it, and I'd have gone and collected it myself! Also, we were never told they would collect it from our room the following morning, then again had we had to wait 3 hours again then we'd have missed our flight!

 

[Danauk]

We are also just back from our one night stay at this hotel, and while I agree with what everyone is saying, I am curious as to how long you waited for your luggage to be delivered to your room?

Our luggage was in our room when we got our keys. We checked in early and the room was obviously not ready. We went back at 4pm to get the keys and the luggage was in the room then.

 

[hildasmuriel]

Our luggage wasn't in our room when we got there, but in fairness we got the key before 3.00pm. It was delivered before 3.30 pm, I would say.
You must have been really frustrated, Annette.

 

[kevankiki]

Our luggage was in our room when we got our keys. We checked in early and the room was obviously not ready. We went back at 4pm to get the keys and the luggage was in the room then.

We also checked in early, as we had transferred from the Explorers, our room wasn't ready either, nor was it at 2.50pm and consequently there was a queue for keys at 3pm.

You must have been really frustrated, Annette.

Well I wasn't happy, and I still wonder if went missing somewhere, the price they charge I'm sure they can take on extra staff, if they need more hands to move luggage to rooms!

We had better service at the Explorers, where we were escorted to our room with our luggage, and then transported to the DLH on transfer day!

We didn't even get the turn down bed treatment, the maid turned up to do it but we were still waiting for our cases, so she said "Bed okay?" and shoved half a dozen chocolate coins into my hand!

I'm not saying we wouldn't go back to the DLH in an instant, just that we didn't get the service we paid for (which was actually £100 more for one night than we paid for the whole 5 nights at the Explorers!).

 

[PJackson]

I agree that is shoddy service for a supposed 'high end hotel' - well at Disney anyway

I would definately put in a complaint letter esp as you missed the beg of the party you'd paid for. I too wouldn't be happy with that.

When we went our luggage arrived as we were getting to the room but we checked in around 7 pm and it was v quiet checking in.

With regard to luggage checking out - no-one informed us that they would collect our lugagge (although Mum claims to have read something in the room literature). We actually took it upon ourselves to ask by ringing reception - we wouldn't normally but did only because we were miles from reception (two lifts etc) and had 5 suitcases between us (and two kids) so it would have been a nightmare to get all the cases down etc. Reception were v helpful and without a hesitation said to leave them in our room and they'd be collected. 10 mins later (as we were finishing getting ready for the park) the porter arrived - we of course tipped him as we were v v grateful

 

[FiFi Rose]

I hate to complain about anything Disney but we were disappointed with DLH this time Last year we got an upgrade to a family room and the service was much better. I wondered if they had a two tiered system If so this should not be the case in a 5* hotel (they charge plenty!)

Last year when we got to our room there were flowers, 2 anniversary mugs filled with sweets and a welcome note for our family in the room. We also got bottled water brought to our room each day. This year nothing.

On one day during our stay we didn't get our towels changed or toilet rolls. We ran out and I had to phone down twice to room service to get it sorted. In a high end hotel you don't expect to be searching for a tissue to wipe your bum! I think out of our 5 night stay we only got our beds folded down/chocolates twice - last year this was done every night.

 

[kevankiki]

I almost wonder if the fact that we were only booked in for one night went against us, maybe they thought we were cheapskates or something?

In reality though, they should have realised we were trying the hotel out and given us extra special treatment, in the hope that we would more likely return.

Can anyone advise as to the best place to send a formal letter of complaint? We did write comments on the comment card, but then left it in the room, so I am wary that it may simply have ended up in the bin!

 

[DLPdaft]

I usually email DLRP in the first instance with any issues, including complaints -

DLP.GUEST.COMMUNICATION@disney.com

If I don't get a satisfactory reply within 28 days, I do have a postal address for the CEO, but I personally wouldn't use that unless I had either had no reply to my initial email (after emailing them a reminder) or unless the issue was a very serious one.

 

[marcus.ka]

Buy the way: The DLH is "only" a 4* hotel. Only the suites and Castle Clube are 5*.

 

[Ware Bears]

Annette, sorry to hear about this, I know you were really excited about your stay there.

In a high end hotel you don't expect to be searching for a tissue to wipe your bum!

I'm sorry, I shouldn't have laughed because I can see you were disappointed but I just found this so funny when I read it.

 

[kevankiki]

Buy the way: The DLH is "only" a 4* hotel. Only the suites and Castle Clube are 5*.

I can't understand how they can justify charging the amount they do then!

Oh and the Explorers is 3* yet gave us far better service for a fraction of the price!

I'm sorry, but they only had to say "If you don't want to wait 3 hours for luggage, then take it up yourself!" and I would have done! In reality they take it off you before you enter the hotel, then tell you at reception that it will be in your room

Thanks for the email address DLPdaft, I'll give it a try.

 

[marcus.ka]

I can't understand how they can justify charging the amount they do then!

Location, Location, Location!

A Holiday Inn near the Eifel Tower cost much much much more than the same Holiday Inn in Paris suburbs.

 

[PJackson]

Agree it's the location you are paying for. The lure of 'the only hotel in a Disney park' is high on some people's list.... Also, I haven't been to any other Disney hotels but I believe the breakfast is slightly better, more civilised (no scrum as such and no booking times) and also the character interaction can be better too?? This is just what I've picked up from here from various comments so could be wrong... again, I suppose depends on when you are there.

I must admit my Mum (bless her) kept going on and on about the cheap toilet roll in our bathrooms. I do have to agree with her that it was really terrible quality. Especially as the stuff in the hotel's 'public' loos was quilted etc... Maybe, with increase in prices next year, they may improve on that little area

Marcus - it may only be 4* but let's face it, they are charging 5*+ prices

To the OP - I'd be interested to see how you get on if you don't mind sharing the outcome (when you get it)... Good luck!

 

[hildasmuriel]

Marcus - it may only be 4* but let's face it, they are charging 5*+ prices

I did work out that it would be cheaper to stay in that hotel in Dubai (world's first 7 star hotel or something?) than in DLH. But, yes, it is location - I have no interest in Dubai and wouldn't go if it was free, but I was willing to pay the cost for the O-I-A-L trip to the pink palace.

 

[PJackson]

Oh I agree Hilda - that's what I was getting at - it's the location/once in a lifetime experience (for some) that you are paying for but also it is 5* (+) prices so people expect service to that level...

Other than the loo roll we didn't really find anything untoward but it seems others haven't been so lucky. I'd still stay there again (if I could find the cash) just for the location - so much easier with our girls

 

[kevankiki]

Also, I haven't been to any other Disney hotels but I believe the breakfast is slightly better, more civilised (no scrum as such and no booking times) and also the character interaction can be better too?? This is just what I've picked up from here from various comments so could be wrong... again, I suppose depends on when you are there.

Marcus - it may only be 4* but let's face it, they are charging 5*+ prices

To the OP - I'd be interested to see how you get on if you don't mind sharing the outcome (when you get it)... Good luck!

I agree there was more of a selection at breakfast in that they offer warm food, but other than that the continental offering was more or less as I remember from the SQL, and there was no scrum at the SQL either. Okay we had booking times at the SQL but it didn't matter what time you actually showed up anyway.

Agreed the character meets were more civilised, but we weren't there for that, we were there for the location and like I said - there is no point being right by the gate when you have nothing to wear!

I have sent an email off and will be happy to let you all know the outcome.

 

[marcus.ka]

Marcus - it may only be 4* but let's face it, they are charging 5*+ prices

That is true and we all should keep in mind that visitors are paying these prices. If 50% of the rooms would be empty it would be different. But as long as people are paying these prices DLRP will charge them.

And to be honest in the last 2 years I only read good reviews about the DLH. We would have to see the whole situation differently if 50% of the guests would complain about their stay at the DLH. But this is also not the case.

 

[jillrobinson]

Oh dear Annette, just read your post and in my opinion you didn't get the service you paid for, I don't care how busy the hotel was that day, that's not your problem it's theirs.
When we stayed at the NPB, Admirals Floor, our luggage arrived seconds after we did, a little while later I had a call checking everything was OK with the rooms, when I rang room service for the coffee/tea basket it was there within minutes. That service was in actual fact beyond what I expected, were I ever to be lucky enough to stay at the DLH and get anything less than that level of service I would be extremely disappointed.
Good Luck with the complaint, fingers crossed that they offer you a free night at the DLH as recompence so you can experience DLH as it should be.