First Chance to report on our June Vacation at the Dolphin

[phanomouse]

Well we returned to the World and decided to try out the Dolphin. First day we get there we found out that the rain was worse then we had anticipated but we couldn't have cared less, we were there to have fun and boy did we ever, no rain could have stopped that. We stayed from June 16-30. When we were checking in they informed us that we had been upgraded to a room on the 15th floor over looking the lake... they gave us our key we were off. When we arrived at our room and entered I immediatly went to the window and what do I see the roof of the lobby and the service entrances. I called the front desk explained the situation and was told that nothing else was available but they would call me in the morning and arrange to move us. That night as I lifted my eyes from the ground and looked out over the horizon I realized that we had a great view of the Magic Kingdom fireworks, I guess this was why I wasn't so upset when they never called us in the morning and when I finally called they told me to stop by the front desk when we returned to the hotel at the end of the day. We did exactly as we were told and when we got to the front desk they told me that I must have been mistaken because they knew nothing about us changing rooms. My wife asked me not to push the issue so we made the best of it, when we got back to our room the carpet was wet in front of the sink, I assumed that we accidentally left a towel on the floor or something to that effect. In the morning I went to wash my face and water seeped up between my toes, now I was nervous I couldn't figure out what we had done... we called house keeping and they told us not to worry. I was anxious to see if the floor was still wet and about 6pm we returned to our room, the floor was just a tad damp so I knew they had been there but when I looked up at the wall it was if someone had splattered coke all over it. So I called again and as I was on the phone my wife noticed a steady stream of brown stagnant water running from the ceiling down the wall into the sink and onto the floor I told her to pull the stopper in the sink so we could show them how much water was pooring out, and I told the front desk that we would cancel our dinner plans, order room service and wait for them to come up. They told me it may be a while but someone would definatly come up. Two hours past so I called they said someone was on there way, yet still another hour past, another phone call was made. they finally showed up at 10:15 pm with towels, but it wasn't the maintanance people it was someone from the front desk, he said "yep thats a leak alright, I will have someone up here in 10 min." we waited until midnight, we watched the water pour out, I called, I went down to the front desk, I waited in the hall. My wife finally went to sleep around midnight I waited up until 2:30 and no one came up and everyone I talked to had no idea that someone was suppose to come up, they also said that they didn't always need to be in the room to fix a plumbing problem (I knew this, but a simple call saying they were working on it, or someone stopping by would have been enough for me). We again asked for a room change, we were told they were booked solid for the next few days, we were asked to be patient. The water never stopped leaking and we called atleast once every morning and once when we returned at night. They never had another room available, they never offerd us any type of compensation and although we were having a wonderful time in WDW and we thought our hotel was Beautiful the service just didn't seem to work. On the day we checked out my wife had finally had it she called and spoke with many people who never had anything to say in response they all seemed baffled, finally after we had checked out and we were waiting for our limo a man comes up to us and asks us if we were who we were. He tells us how sorry he was and how he wants to compensate us on our bill, just then our limo pulls up and this gentlman grabs our luggage and hands it to the driver. I asked him exactly what he was going to do, he told me he had my # and he would contact me, then he gave me a piece of paper with his name and # on it "just in case" he said. I was skeptical that he would do anything and when they put the charge through they hadn't. I have now talked to the hotel many times with no help whatsoever.

So did I like the hotel... Yes, Would I stay there again... Yes (but only if I couldn't get a room at a disney resort), Did I have a good Trip? ABSOLUTELY!!! nothing could have upset me on this trip, although I am very disapointed in the service we recieved by the hotel staff. The hotel is absolutely gorgeous, the resteraunts were very nice, we enjoyed the pools and gym. I hope that I don't scare anyone away from staying here, I know that this situation can't happen all to often. Anyone going I hope your experience is completly magical

p.s. forgive me for any spelling errors I was really in a hurry. And if anyone has specific questions about anything I would be happy to answer any

 

[NHAnn]

YIKES, that's a shame! I will be interested to hear if you get any resolution. We had some maintenance/housekeeping issues on our stay from July 4-8(minor in comparison to yours) , and I was disappointed too in the responsiveness (or lack of) to repeated complaints. I noted it on the checkout survey and will be curious to see if anyone contacts me for details.
I agree that it is a great hotel and I love the location AND the fact that I qualify for the govt discount rate, so I will definitely stay there again....and like you I won't let stuff like that ruin my trip, but it is disappointing to not get deluxe service at a deluxe hotel.

 

[NancyIL]

I'm so sorry you had such troubles at the Dolphin. The lack of a response from the staff was truly inexcusable, and I hope you pursue things with the management. Did you get the names of the people you spoke with at the front desk and/or maintenance department? I'm glad you had a wonderful vacation, in spite of the problems with your hotel room.

I love the Swan and Dolphin, but I cringe when I hear stories such as this one. There will always be things that need to be repaired or replaced at any hotel, but so much more could have been done by the staff to ensure a satisfied customer.

 

[wdwnutze]

Sorry to hear about your problems with the room BUT, it is nice to see that you never let it ruin your trip! You were able to stay focused on what your trip was suppose to be about-fun!

Hope the hotel does the right thing and gives you some sort of compensation for the problem that was nver resolved.

Glad you had a great time!

 

[JulesMom]

Sorry to hear about your problems, but I'm so glad you didn't let it spoil your vacation.

 

[nluvwithdisney]

As much as we loved our stay at the Dolphin, their service to resolve your problems was inexcusable. Let us know if there is a happy resoulution. But I like your attitude, you didn't let it ruin your trip.

 

[PamNC]

You are such a nice tolerant person with a great attitude. I have to say I wouldn't be so forgiving. That sounds horrible beyond horrible!!! We were thinking of trying the Dolphin on a short extra quickie trip. We stay at YC/BC for our yearly week long trip. But, after reading this...NO WAY. I know the Swan and Dolphin are beautiful and I'm intrigued enough to consider staying there but I hear too much negative. I don't want to take a chance a ruin a $3,000 vacation. Which is usually what we spend.

Oh well - I'm done now.

PamNC

 

[terryberry]

We were at the Dolphin the same time you were. We called for extra pillows the first night we were there and got them 2 days later. (We were at the CSR the same trip, and the same request was answered within 1 hour!!) But that was no big deal. The one thing that did bother me was the dirty trays laying in the halls for a very long time.

But our room was very nice, we had a 6th floor view of the lake. The location is outstanding. The pool is great. We used the Entertainment Rate and got an excellent rate on the room. Like you, I think we would stay there again only if we couldn't get in a Disney hotel.