Horrible stay at the Dolphin!!!!!

[Amberly303]

Thanks : ) The only people i have been complaining to directly is the Dolphins front desk, and the Accounting dept. Is that Starwood that you are talking about? I usually never complain so I really dont know the first thing about going through all the chains. Who should I call next? Thanks for your support : )

 

[dreamflight99]

Why all the personal hostility towards me? I have not "attacked" you, or anything you posted, my dear. You are very negative and accusatory in your last post mentioning my name directly and generalizing in regards to my character. I do not even "know" you. Why would I have cause to "attack" you, (or anyone else for that matter), merely because you posted an experience.

However, these boards are for everyone, and everyone's opinion. When you post a thread, you will receive both sides/perspective replying to your topic. I merely posted my humble opinion, and some helpful tips for your next travels.

I even went so far as to apologize, in another subsequent post, for any misunderstanding my post may have caused to you. You chose to ignore the olive branch, and continue to sling mud. Amberly, have fun with your posts. I wish you luck with the Dolphin and all your troubles. Please, omit me from any future replies. Thank you.

 

[Amberly303]

I do apologize........i never seen your other post. However I did feel like you were attacking me , and questioning everything i said happened to me. If you go back and read your post more carefully maybe you can see how i could of how thought that.
Like I said before..........i am not the only one who has posted they have had such a negative experience on Easter weekend at these hotels.

 

[jaguar9748]

I continue to think that this thread contains many personal attacks. Come on, folks, Amberley had a horrible experience at the Dolphin. Regardless of how many people have had and will have wonderful experiences at the Dolphin, we still need to acknowledge that Amberley's experience was awful and the Dolphin needs to step up to the plate and make it right. Amberley needs our support, and personally, I think this thread needs to die.

Amberley, go to www.starwood.com and email the corporate office. They do need to know your experience. I would do so tomorrow so that the email is waiting for them Monday. Good luck!!

 

[dreamflight99]

...I never questioned your experience, or that others had the same on this particular weekend. I agree with you, and believe as I wrote in both of my posts, you should pursue remuneration for your problems. Any resort is capable of having problems on any given day(s), and no excuse can replace the lost time/memories.

As Jen wrote, you have to extend some time, and keep on them to obtain recompense. Even when all appears futile, you must keep trying.

(*I read my initial post again, and have concluded it is the "appearance" of the post itself which raises ire. By using the darned "Quotes", it seems I am picking it apart (the quotes can seem threatening). I was only trying to reply to many different perspectives of your post, as it was so long and detailed. Without the quotes, my reply would have seemed confusing and disorganized. Again, I apologize if you took offense at my reply, and am pleased you are no longer angry/upset w/me. I hope something like this never happens to you again. If you need further assistance with this matter, feel free to pm me.)

 

[Amberly303]

Thanks for your understanding and once again I'm sorry that I snapped at you.
I just feel like our stay at the Dolphin was ruined due to all the things that took place. As well as the things that continue to happen since we have check out. It has all become a nightmare.
My husband and I loved this hotel before this all took place. Im not sure after all this if we could ever forgive them for their ignorance. We had planned for a long time to take this 3 week vacation, and we had saved the best for last ( the Dolphin Hotel stay). We were so looking forward to it.
As for going further up the ladder to complain? Im not sure if it would do any good but I will be giving it a shot.
Thanks again : )

 

[dreamflight99]

...for your understanding. I'm sure I would feel the same way if something like this happened to me/us. I definitely think you should go as far up the ladder as necessary to receive redemption. Write one nice detailed letter, and forward copies to the management at the Dolphin, the management at Shula's, and the Customer Service Dept. at Starwood Corporation. I'm confident they will amend this situation if given the opportunity.
Enjoy the weekend.

 

[Amberly303]

Jaguar......thanks for the support.
Also, thanks for the starwood link. I will write them tonight before I goto bed. I will keep everyone posted on any response i recieve. It would just be nice to hear " I'm sorry" from them.
Basically thats all i expect.

 

[Amberly303]

Jaguar I jsut went to their site . However, I didnt see anyplace where i could E-Mail the coporate office. Maybe Im just missing it?

 

[mickeymom]

We have had a wide range of customer service from Disney resorts. Our experience was terrible at All Star Sports while some people love the All Stars. We have had terrific service at the Wilderness Lodge and not great service the following year. We have been locked out of our rooms on several occasions at Dixie Landings, but still like the resort. I think service anywhere can be hit or miss. We stayed at the Swan before and after our cruise last April and had the most wonderful stay we have ever had at Disney! We are back at the Swan on the 18th. If it is half as good as the last stay we will be very happy. Will update everyone when we return.

 

[Blondie]

Mickeymom, looking forward to reading your review of the Swan when you return!

Hey--everyone--you know how these "terrible time at the...." threads are....this time it's the Dolphin's turn.

In a week or two, it'll be back to CBR again.

A month later, it'll be the Grand Floridian.

And round and round it goes................

Amberly, I surely hope you are getting things straightened out by now, I know it must be very frustrating. Hang in there!

 

[cherylp3]

Amberly,

Here is some information that may help you.
Starwood Hotels & Resorts Worldwide, Inc.

1111 Westchester Avenue
White Plains, NY 10604
Phone (914) 640-8100
Fax (914) 640-8310

The email page is located at:
http://www.starwood.com/sheraton/contact/index.html

Cheryl

 

[fargas]

I agree with Blondie. These threads do seem to run in cycles and it appears, like Amberly said, Easter weekend seems to have produced some bad experiences for some vacationers at the Dolphin/Swan. I just have to wonder if the labor dispute has anything to do with it. Maybe disgruntled workers are slacking off a little, or going out of their way to show their dissatisfaction with their current contract, ie continually slamming the door that the one post reported.

Its a shame that anyone's trip gets ruined. Any of us who use this board obviously put alot of time and effort (and money) in trying to plan as perfect trip as possible and we all want things to go well. I am working on my fourth trip now and I know how Amberly feels because my last trip didn't go as I expected. It did give me a new perspective, however, and I will go into my next trip this summer having learned from the bad as well as the good.

 

[LisaF]

We just returned yesterday from an 8 night stay at the Dolphin. Checked in Friday 3/29 around noon. Starwood desk was not open, so had to check in at the front desk. Waited maybe 15 minutes to check in - not a big deal to us. Didn't expect our room to be ready, so we changed clothes in the fitness locker room, stored our bags and hit the parks. My parents called it an evening early, so they headed back to the Dolphin. Had a hard time checking in (2 ressies under my name, had changed the 2nd room to their name when we originally checked in) but it finally worked out. Around 8:30 pm I called the Dolphin from the parks to check in with my folks and see how the room was - to my surprise, when I asked to be transferred to their room (gave them both last names) the receptionist said the computer showed our reservation had been CANCELLED!! I had a coronary right there in line for Thunder Mountain. I think she could sense I was VERY panicked and gave me the front desk manager, who assured me that we did indeed have a ressie and a room, and was able to connect me to my parent's room. WOW, talk about a rush before the ride!!

I made our reservations 1 year ago (we only got to WDW every 3 years), and originally requested 2 rooms at the Swan, a balcony w/one room and an MGM view. Then changed our ressies to the Dolphin, 1 Jr. Suite and 1 room with a balcony - sometime in June after reading about the suites at the Dolphin. We ended up with a Suite and a single room on the ground floor, no sliding glass door and a very obstructed view since our room was in a corner and the building design closes off part of the window. Have to say the room was clean, new carpet and bedspreads. The suite was HUGE, and for a family of 5 with an additional family member, it was perfect. Also my parents single room right next door was very clean. Oh, I did request a refrigerator with our original reservation, but never received the frig so I just dropped it. Didn't think we would need it. HOWEVER, a $50 refrigerator fee was on our bill, but the front desk credited us that charge.

Paid the resort fee, wanted the coffee every day, however, I ended up having to chase down the housekeeping staff for coffee (when I could find them) because they didn't replenish it 5 of the 8 days. The front desk did credit us the entire resort fee since I explained how many times I had to ask for the coffee. They forgot our towells one day (surprise for my daughter who was in the shower) but that was a quick fix.

Bus and Boat service was excellent. Buses to the MK did tend to be very full, but as someone stated, just walk over to the Swan and catch the bus from there. LOVE the location!

Our big surprise came at the end of our stay - they checked us out a day early!!!!! Room keys expired and everything! Another trip to the front desk!!

All in all, we really enjoyed our stay in the Epcot area, and our room was nice at the Dolphin. Not at all what I requested, but still it was nice. Very disappointed with the first floor room. We did not receive an apology from anyone when I needed to speak with the front desk to "iron out" the refrigerator fee, the mysterious "cancelled" ressie or the early check out, but I did appreciate them waving the resort fee. A simple "sorry for your inconvenience" would have gone a long way. Don't think we'll be back to the Dolphin, maybe we'll try the Swan next time.

P.S. - Conventioners didn't bother us - we're on vacation and we really don't care. Grotto pool was awesome, and I used the hot tubs every day for my aching back and feet.

 

[DeeP]

We are moving for the last 3 nights of our trip from BWV to CBR, I was thinking of moving to the Swan/Dolphin instead for these 3 nights and taking advantage of the government rate. But after reading about the labor problems, and unpleasant experiences at these resorts lately I think we will stick with CBR. It appears that Swan/Dolphin is going through some major problems right now. The last thing I want when on vacation is poor customoer service, being locked out of my room and seeing dirty room service trays in the hallways for days. Especially if it will cost me more per night even with the government rate! The one time(after many, many trips) we had a problem with a Disney resort our problem was addressed immediately and the problem was corrected, it does not seem as though Swan/Dolphin follows this pattern for their guests.

 

[Threehearts]

Amberly,

I've just gotten back from a 4 day trip and read through your post and the replies. We are frequent hotel guests and consider ourselves to be reasonable people. That said, I would have been terribly disappointed if I had been in your shoes. I may be wrong but I think your point is that you had reasonable expectations and you feel let down by the Dolphin. Please do write to the management and let them know of your experiences. To me, the most upsetting would have been the pool closing for the convention. I don't think that it is too much to expect that the reservations agent would inform me of a compromise in my vacation enjoyment. If I am knowledgeable then I can make or break my plans accordingly. Please let us know if you get a response from "the office."
Threehearts

 

[Jen80370]

Amberley. I have had horrible experiences at various hotels over the years, and I tend to get the short end of the stick from the department where it happens, because some people canot admit when they are wrong. This is why I always send a copy to their corporate offices.

I would also post a link to this thread so Starwood can see what others think of Easter Weekend. That is when true changes will be seen.

I did this in January with a hotel in NYC. I was credited 30000 Starwood points AND refunded the cost of my stay. Let them try to make it right at the corporate level. Every business, no matter how good or bad, has bad apple employees. If we do not bring them to the attention of their bosses, it can never be fixed.

I think everyone here does sympathize with your experiences. They were horrible and you deserve so much more. I just think people here would rather see particular employees flamed and not the entire establishment. JMHO. Good luck with Starwood.

 

[Poohlovr]

Wow! This is the first time I have read this thread and I am sorry that Amberly had such problems.
But, I am wondering why "cheerleaders' are being mentioned?? And, how anyone can presume to know what I pay for my stay??

I have often wondered if Swan/Dolphin would continue to have such a cheerleading section if they discontinued the discounted rates that they offer. I do not recall a great fondness/cheerleading section etc for these hotels until they did start offering discounts.

The only "cheerleader" who has posted on this thread has been NancyIL and I don't see that she said anything that could be construed as an attack on Amberly or her problems.

Color me confused and irritated at being unjustly accused.

 

[GeorgeG]

I guess conventions are a huge source of revenue for any hotel, but they sure take the fun out of family vacations! It sounds like you were given less than equal status with the conventioners. That should never be, especially at WDW.

I can only offer my suggestions of looking at some of the non-convention hotels next time and consider using a cell phone for all your vacation calls. Many cell providers are offering free long distance and even with roaming charges, they can be less expensive than most hotel rates.

I sincerely hope your next vacation is much better.

 

[smythe]

We stayed at the YC last week and walked over to the Dolphin to "check it out" I had to use the ladies room while there...it was so dirty!!! I mean toilet paper on the floor, beer glasses n the counter tops, food left sitting there...and I was the only one in there, so they did not belong to someone else using the facilities. Anyway, we walked out shaking our heads..what a shame...A far cry from the rolled towels I wipe my hands on at the YC.