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 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.