Frustrated over room request at Dolphin...please advise !

[BC]

I have read on these boards that several of you have sent special room request via the SwanDolphin.com webpage prior to your arrival. The web page says you should get a confirmation that your request was received within 72 hrs. I did it last Wednesday and never received a confirmation, so I did it again this past Monday. I still did not get an email back. I know it went thru OK because I got the message stating the request was submitted. Anyway, I called the Dolphin direct today to see if they could tell me if the concierge received it and the lady was not so nice. She said there was no where on the webpage to do that and I just needed to tell her what I would like. I really want the letter to get there because I am nicely asking for an upgrade explaining it is our anniversary. I have a lakeview room booked and when I asked her to add "Epcot view" to my request, she said I would have to upgrade to a "Resort view " to get a view of Epcot. She said a lakeview room would be a view of the resort...Go figure??? Anyway, I really want someone that matters to get my request, so what do you suggest I do. I was thinking of just faxing it to the resort directly, but I will probably never know if it ever gets to the right people. Thanks in advance for "listening" to me vent.

 

[paras4ri]

I can't help BC but wanted you to know I had the same lack of response to a special room request made on the webpage. I was planning to post this question when I saw you already had.

Best of luck with your request and I hope you have a great trip and a happy anniversary!

 

[BC]

at least I feel better knowing it isn't my computer or something else wrong with just me. I just now submitted it again for the 3rd time. Hopefully if they have never gotten it before, they will this time and if they have gotten the previous ones, maybe they'll get tired of seeing it and go ahead and handle my request. What type view do you have reserved and what are you asking for?

 

[paras4ri]

Our ressies are for a standard room and we requested one with a balcony on an upper floor. This is our first experience at the Dolphin and I do have an SPG card.

Two years ago we were at the Beach Club for our 15th anniversary and we're lucky enough to be upgraded to a view of the Boardwalk. Hope you're lucky too!

 

[scoggs]

I also used the Dolphin/Swan website to post a room request - and never got a confirmation email either. Since we leave tomorrow, I called earlier this week and spoke to someone in reservations, just to confirm it etc. I asked about the website, explaining what I had done, and there was no notation on our ressie about my request. I, too, was asking for an Epcot view, and a renovated room. She said the price would go up, so I said nevermind.... Well, then I thought about it, and decided to call back...was the increase for the view, or renovated room? Talked with a really nice lady, who told me the view was the extra charge... I asked her to note my request for a renovated room, and left it at that. I have a very hard time paying for an expensive hotel room (using the teacher discount, so I guess it's really not THAT bad!!), but my kids are 6 & 4, and probably won't care about the view!! I'm hopeful maybe for a comp upgrade, but it's not essential!! I just can't wait to get there!! We'll see what happens, and as I said, I'm hopeful!!

 

[safetymom]

BC I hope you are not going to let your request overshadow your vacation. Requests are just that, requests. Many many people are celebrating a special occasion and they can't grant the request for everyone. Just smile sweetly and ask when you check in. Remember you are in a magical place and any room will be great.

 

[poohbear7]

Hi BC I know how you feel I sent two requests by way of the web page and received no answer.

 

[afsi3838]

no response either :0(
does the thing even work? when i check on my reservations online, there is a place that notes special requests but mine is blank. I emailed them about 3 weeks ago.....what do we do next?

 

[Tigger Fans!]

Just remember that free room upgrades are not guaranteed. If you absolutely MUST have an upgraded room then you might consider booking it. I'm sure they'll try to give you a great room for your anniversary! Being a SPG member will definitely help as well.
Have a great trip!

 

[Bojangles]

I doubt it will work to fax ahead there. Swan/Dolphin will upgrade their Starwood Preferred guests before anyone else. They are very good about rewarding loyal customers.

 

[treehugger]

When I called the Swan to make my reservations with the AP discount they automatically upgraded my room for free to Lake View. This did show on my reservation. I called SPG to inquire about upgrading two levels using my points (1500 pts a night) and they said I have to call back 5 days prior to my check-in date. Have you tried to call SPG? I really want a balcony so I have been accumulating Star Points for a year rather than leaving it to chance. I hope that you have a magical time and am sending extra Pixie Dust your way!

 

[TammyC]

I also did not get a reply (sent it about 2 weeks ago). I chose not to send another one, since I have been reading here about so many people who do not fax requests, but end up with what they wanted or better.

 

[BC]

and even made note of that on my request. I am not pouting about not getting an upgrade. If it were that big a deal, I would pay for something extra. I am just frustrated over not knowing if they got my request or not. They are the ones that put the place on their website to submit it and they say it will be confirmed in 72 hours. If they are not going to acknowledge people, then why say they will? It is just aggravating to me. I don't see why I should have to call them if I have sent it in writing 3 times! I guess after reading so many positive post about the Dolphin's guest service, I just expected a response.

 

[Mouseteacher]

The e mail response you receive is a "canned" one from Melissa. It states that your request was received but is not guaranteed.

Don't lose heart! I have stayed at the Swan and received a comp upgrade by asking at check-in since my e mail request was not acknowledged when I was checking in - the CM was quoting me a standard room which is what I booked. I politely asked if a balcony room was available - the CM was lovely and gave us a Jr. Suite w/balcony. I am Gold spg.

I have stayed at the Dolphin, also. I received a comp upgrade to Club Level but that was confirmed before I arrived via the website.

You just never know which way things will fall when asking for a comp upgrade. Just remember to not have your heart set on it happening.

Comp upgrades are given if the rooms are available and if the resort is not in its busy time.


Good Luck!

 

[J&J]

That lady at the Dolphin was not so nice to you. Not a good way to start a vacation.

The Dophin lakeview is a view of the lagoon / side door entrance into the hotel. The resort view is a view towards Ecpot and the lagoon. The resort views do cost more don't know if they will upgrade you for free. Did you join their starwood freq guest program hope so it is free.

I would not use thir web site better if you talk to someone at the hotel and send a fax a week before you arrive.

Hope you have a wonderful vacation.

 

[kda]

I submitted my request several months before our trip by going into the reservation on line and putting it in the 'Comments' or 'Special Requests' or whatever they call it. After that, those requests showed up when I accessed my reservation on line. I never received a reply.

On check-in, we had been granted a renovated room with a King bed, near the pool, as I requested. I'd also asked for a balcony, but didn't get that ---- and wasn't entitled to it because I paid for the std. view with the nurse's discount.

 

[BC]

and it had been changed from Lakeview to Resortview, however, it still says "vie of crescent lake" in the details. I had asked for a view of Epcot so I am hoping that is what the resortview is. Hopefully they did get my online request, but just never acknowledged it. Any of you all that are Starwood members that have sent request but never gotten a response, go to the SPG homepage and look under "check reservations" and then click details. You might see a change from your previous confirmation.

 

[TheShellys]

We too didn't get a reply back after using the Dolphin Swan website.

I did check and our standard view was changed to a resort view, but I have no idea if they got the request or we just got the spg member upgrade.

I did go to the spg website and sent an email to the dolphin from there using info@dolphin.com

I put the special requests on there and reminded them that we were so excited to staying there and that we had heard many good reviews.

So if we get the special requests, that's the icing on what will be a great vacation

Only days away ....

Dave

 

[kda]

I think we're talking about 2 different ways to make requests. I didn't send an e mail directly to the Dolphin. I went into my reservation on line and made the request there. It was immediately made part of my reservation, and my requests were met, so I believe the system worked. It's like asking CRO to note your requests as part of the original reservation ---- not sending a separate e mail or FAX to the resort and hoping they'll link it up to your reservation.