Inside Four Seasons Resort Orlando at Walt Disney World

[Rumors Rocks]

Inside Four Seasons Resort Orlando at Walt Disney World Resort: Exclusive Interview with General Manager Thomas Steinhauer http://pursuitist.com/inside-four-seasons-resort-orlando-walt-disney-world-resort/

Youtube Video: http://youtu.be/s8vBGjLmeiE

The new Four Seasons Resort Orlando at Walt Disney World Resort, opening summer 2014, is one of the hotel brand’s most exciting properties. As a luxurious family-friendly destination in the heart of Disney World, the resort will offer world-class amenities, services and accommodations. Located within the Golden Oak community on Disney property, just minutes from the Magic Kingdom Park, Epcot, Animal Kingdom and Hollywood Studios, Four Seasons Resort Orlando is one of the most anticipated luxury hotel openings of 2014. The Pursuitist had the opportunity to talk with Thomas Steinhauer, Regional Vice President/General Manager of Four Seasons Resort Orlando at Walt Disney World Resort:

Christopher Parr: In my recent interview with Isadore Sharp (Founder and Chairman of Four Seasons Hotels and Resorts), he called out Orlando as one of the most exciting new Four Seasons properties. How is this destination unique to Orlando and the Disney experience?

Thomas Steinhauer: Four Seasons is in a gated residential community called Golden Oak. While it’s on Disney property, it’s also situated in a unique location that, while close to it all, it’s far enough away to escape. We are surrounded by trees and lakes, and most of our guestroom floors offer amazing views. Our location offers the best of both worlds—convenience to all of the Disney parks, and also, the feeling that you are away from it all. We offer a Disney experience by having our Disney Planning Center on site in the lobby, and also, a character breakfast in our restaurant, Ravello. We have the luxury of giving guests as much or as little Disney experiences as they would like.

CP: On the size of scale, how big of a property is it — and how many rooms?

TS: We are on 23-acres (not including the golf course). Four Seasons Resort Orlando is a 17-story building, with 444 guestrooms (323 king beds/ 121 double beds/ 68 suites).

Concept: Four Seasons Orlando Walt Disney World Resort

CP: Let’s talk amenities. For guests staying at the resort, what does the resort offer onsite?

TS: Our guestrooms are the largest in Orlando. They all offer spacious furnished balconies, and every one of our King guestrooms has a queen-size sleeper sofa bed. Amenities in our rooms include flat-screen television, charging station, iPads in our suites, full coffee/tea setup, in-room safe, and bathrooms that include a double vanity, deep soaking tub, separate shower and in-mirror television with in-ceiling Bose surround sound.

TS: For recreational pursuits and activities, our offerings will be unparalleled. We have a new Tom Fazio designed golf course, a Certified Audubon Sanctuary, unique to our region for its rolling hills. We’ll have three Har-Tru tennis courts; a 24-hour lakeside fitness center; and a 5-acre Explorer Island waterpark, which includes a lazy river, climbing wall, waterslides, splash pad, and more. There’s volleyball, basketball, an outdoor gaming center, bocce ball—you name it. We have amazing offerings for recreation that truly sets us apart. Adults are going to appreciate our 21+ adult pool and our 18-room Spa, which offers men’s and women’s private outdoor lounges. For kids, and for parents, a highlight is our Kids For All Seasons program, which is always complimentary, and available for children ages 5-12 daily from approximately 9am to 5 pm. A complimentary children’s program is a unique offering in this market.

Explorer Island, a five-acre playground allows you to experience the warm sunshine at a 7,590-square-foot family pool with a lazy river.


CP: For guests enjoying the Disney Theme Parks, are there any VIP treatments or unique experiences?

TS: We will offer luxury transportation to the parks, in motor coaches with plush seating and TVs. The transportation will run every half hour to Magic Kingdom and every hour for the other Disney parks. For those who don’t want to wait, we’ll have Lincoln MKX cars available for rent on-site. Our concierge and Disney Planning Center team is happy to assist with VIP experiences, such as, the Wild Africa Trek at Animal Kingdom, which is a semi-private 3-hour guided safari.

CP: How does the Four Seasons property integrate with Disney’s offerings and technology? From early park entry, their MagicBands and FastPass, can guests of the Four Seasons Orlando enjoy these services and benefits?

TS: We are able to offer Disney perks such as special theme amenities in the guestroom, and access to the Disney Events Group, which is amazing for our group guests who are seeking to integrate their meeting or event with a Disney theme. The Disney Events Group can do it all, from custom theme décor to an on-site event in Epcot, complete with character appearances. Through our Disney Planning Center, guests will be able to make their dining reservations, purchase their tickets to the parks, and more, all in our lobby. We will have MagicBands available to our guests. We’re also excited to offer a character breakfast, twice weekly on Thursday and Saturday, in our restaurant Ravello.

CP: The Four Seasons Orlando certainly competes with the Grand Floridian, Disney’s flagship property. How will the experience at the Four Seasons Orlando be different than the Floridian?

TS: The Grand Floridian is a beautiful, established property. We are complementing the Grand Floridian, giving guests a new option to experience. Four Seasons offers a tranquil setting, with the option of Disney integration, but it is not as themed as the Grand Floridian. It’s a choice between a Disney property or a Four Seasons property, with a Disney advantage. Four Seasons is a smaller size property, enabling our team to deliver the personalized service our guests know and love.

CP: Who was the designer and what is the design philosophy at the property?

TS: The interior designer is Anderson Miller out of Michigan. The restaurant designer is Puccini Group out of San Francisco. The main design was to reflect the Spanish Revival architecture of Florida’s golden age. The property features terracotta tiled rooftops, square towers, arched windows and colonnades. Terraces with classical balustrades overlook the golf course and beautiful gardens. The interior design is very fresh and relevant to today’s modern traveler.

CP: Share with us information about the dining and bar destinations at the property. Will there be a taste of Orlando at the restaurants?

TS: We have several dining options. A highlight will be Capa, our rooftop restaurant option for dinner, which is a contemporary Spanish steakhouse. Capa offers indoor and outdoor dining, and views of the nightly fireworks. Ravello, on our first floor, offers modern Italian, including wood-grilled pizzas and a pasta bar. A character breakfast will be offered at Ravello every Thursday and Saturday. PB&G is our pool bar and grill, with a Southern smokehouse concept. Plancha is our golf clubhouse Cuban American restaurant. Lickety-Split offers grab-and-go snacks, lattes, smoothies and more. Stephen Wancha is our Director of Food & Beverage, and Fabrizio Schenardi is our Executive Chef. Both Stephen and Fabrizio join us from Four Seasons St. Louis.

Capa restaurant will be a contemporary Spanish steakhouse on the 17th floor.

Lickety-Split offers grab-and-go snacks, lattes, smoothies and more.

CP: The property has just started to accept reservations — what’s been the reaction and when will the resort open?

TS: We are accepting reservations for August 3, 2014 and beyond. Our initial response has been tremendous. We are so thrilled to welcome our first guests this summer!

CP: Luxury and Disney doesn’t normally go hand in hand. For the affluent traveler visiting Four Seasons Orlando, how will they be surprised by the destination?

TS: Definitely, the scope of offerings available on-site at our Resort is a differentiator. Our recreational offerings, from golf, tennis, the water park, and more, plus our location to all the parks, is truly amazing. We provide an oasis-like setting—close to everything, yet away from it all. I think guests will also be surprised that Orlando has much more to offer then theme parks. There are eco-safaris, water skiing, airboat rides, swamp tours, fishing, shopping, museums, nightlife, and much more. Our guests are going to love discovering all that Orlando has to offer.

The Royal Suite sits on the 16th floor and can be transformed into nine-bedrooms when the three separate living rooms are configured.

 

[Planogirl]

Wow, that's nice. I hope that they offer deals at times.

 

[lockedoutlogic]

Wow, that's nice. I hope that they offer deals at times.

I think you might have missed the point of a Four Seasons

Though...the "Disney planning center" and character breakfast obviously shows that the land was sold with some "strings" attached.

 

[mm1971]

I think you might have missed the point of a Four Seasons

Though...the "Disney planning center" and character breakfast obviously shows that the land was sold with some "strings" attached.

Just think. Staying Disney Deluxe will finally be cheaper than staying somewhere else.

Looks like a nice place though.

 

[amberpi]

I'd think they'd be competing more with the Waldorf than the Disney Deluxes, and the Waldorf is often much cheaper than Disney Deluxe.

 

[lockedoutlogic]

I'd think they'd be competing more with the Waldorf than the Disney Deluxes, and the Waldorf is often much cheaper than Disney Deluxe.

And the service is way better

 

[ArthurKing1220]

Definitely, definitely on our radar as a candidate to replace our usual "go to" of the Grand Floridian. We're pretty loyal Four Seasons customers, though more so when we're traveling outside the U.S. than when we're in the U.S.

I think the one thing that we're waiting to see is how much Disney & the FS "play nice" together and try to extend some of the Disney magic / benefits (including that magical, whimsical, Disney feel) over to guests staying at the FS. On the practical side, we're hesitant to move from the GF because we'd lose the monorail and, if I've read right, EMH too. The lack of the monorail especially makes it hard to transition. But the FS service is so superb -- above even the best Disney offers IMHO -- that we'd probable be willing to move if we saw signs that they are trying to integrate with Disney and offer extra service -- e.g., good direct transportation, special access, etc.

We also are really interested in seeing how the opening of the FS affects the GF. We think it could go two ways: 1) the GF feels the pressure from the new "big game" in town and steps up service and amenities to try and retain its clientele -- that would be amazing to see; 2) the GF fails to respond to the FS and you see a slow draw down with some people who were former GFers shifting over to the FS -- I'd hate to see that happen but it might and we might be in that latter camp depending on what happens over the next year.

For now, our next stay is at the GF in about a month. But this trip will certainly be the last time I feel like it's an "easy" decision (with the FS still closed) since next time I go (probably Oct.) I'll be selecting between the two. It's not a sure thing that we'll do FS -- when we're at Disney it's important that we feel like we have a "Disney" experience / magic / whimsical and we're not yet sure if the FS is going to be able to offer that down in Orlando; but it's going to be a close call going forward.

 

[ArthurKing1220]

I'd think they'd be competing more with the Waldorf than the Disney Deluxes, and the Waldorf is often much cheaper than Disney Deluxe.

I have a feeling that they're going to be competing for the Disney Deluxe dollar. Four Seasons is in a different tier than the Waldorf IMHO. Prior to a FS being announced, there was basically nothing that could get us to leave the "comfort zone" of being at a deluxe on Bay Lake with the monorail. But the FS has such great amenities and service that we're finally debating.

To put my point a little differently: I think for a lot of people who stay at a Disney property, it takes A LOT to justify the move to a non-Disney property. Because the integration by Disney is so great that it easily makes up for, for example, if the service isn't really 5 stars but 4 stars. When we stay at the GF, it's not like we're unaware that there's a Waldorf relatively nearby. But who cares -- we can stay that type of hotel in any major city; when we're at Disney, we want the Disney experience. The non-Disney hotels have never so drawn us to make us willing to switch sides.

The reason the FS is a game-changer is because the level of service--at least traditionally, maybe they flop with this one who knows--is so excellent that you are going to finally see guests who are otherwise wiling to "lock in" to the Disney hotel experience finally being willing to decamp and go over to the FS. Especially given its on-site location. There are very few hotel chains that are that good but I think FS is one of them.

Like I said in my other post, this isn't a sure thing -- I think the FS is going to have to demonstrate that they've sufficiently integrated into the Disney ecosystem vis-a-vis transportation and benefits and also that the property has some whimsy and isn't too staid given people's mentality when they're down at WDW -- this isn't a conference in NY or even a tropical vacation in Bora Bora, you're here for magic/fun of a very specific variety. But if they can do that, they're going to get some loyalty switching for sure.

 

[lockedoutlogic]

ArthurKing,


I find your comments fascinating... As I have been looking for comments from a four seasons regular...their brand loyalty is unmatched.

But I'm confused...
The seasons is not there to compete with the grand Floridian...Disney brought them there for mutual benefit.

And I know that Disney hotels are well constructed/positioned...but I find it honestly shocking that you seem to be putting the GF anywhere near the seasons on amenities/ service.

The grand Floridian is an illusion. It is staffed by the same people that work all star music and shares no special policies/privileges...she looks nice... But other than a good chef or two... It's the same as all the other spots.

But like I said...window dressing.

So to answer your question about whether the grand Floridian will "feel the pressure"?
No...that is not even a consideration.

 

[Planogirl]

I think you might have missed the point of a Four Seasons

Though...the "Disney planning center" and character breakfast obviously shows that the land was sold with some "strings" attached.

I think that you might be surprised at what even true luxury hotels do at times. But I added the smile thinking that it wasn't likely for this one.

ETA: Just for fun I checked on some dates when we might come to Orlando this fall. The GF is $506 and the Four Seasons is $409. Interesting.

 

[ArthurKing1220]

ArthurKing,


I find your comments fascinating... As I have been looking for comments from a four seasons regular...their brand loyalty is unmatched.

But I'm confused...
The seasons is not there to compete with the grand Floridian...Disney brought them there for mutual benefit.

And I know that Disney hotels are well constructed/positioned...but I find it honestly shocking that you seem to be putting the GF anywhere near the seasons on amenities/ service.

The grand Floridian is an illusion. It is staffed by the same people that work all star music and shares no special policies/privileges...she looks nice... But other than a good chef or two... It's the same as all the other spots.

But like I said...window dressing.

So to answer your question about whether the grand Floridian will "feel the pressure"?
No...that is not even a consideration.

In our view, the GF is the Disney flagship. Before the FS, we didn't see anything on site that could compete. Now, with the FS coming, we definitely see a competition happening. Like I said, we think the FS service is world-class; but when we're in Disney, we are looking for a very particular sort of experience and "magic" and integration which the GF has delivered in the past, even if not like a FS. The point being what matters when we're in WDW is different than if I'm in NY or DC etc.; so the GF and FS are both in the conversation for us--and I imagine many others. Disney may be aware of that and respond vis-a-vis what it does at the GF. Or not. We'll have to see. Have a nice evening.

 

[OnSpaceshipEarth]

I have a feeling that they're going to be competing for the Disney Deluxe dollar. Four Seasons is in a different tier than the Waldorf IMHO. Prior to a FS being announced, there was basically nothing that could get us to leave the "comfort zone" of being at a deluxe on Bay Lake with the monorail. But the FS has such great amenities and service that we're finally debating.

To put my point a little differently: I think for a lot of people who stay at a Disney property, it takes A LOT to justify the move to a non-Disney property. Because the integration by Disney is so great that it easily makes up for, for example, if the service isn't really 5 stars but 4 stars. When we stay at the GF, it's not like we're unaware that there's a Waldorf relatively nearby. But who cares -- we can stay that type of hotel in any major city; when we're at Disney, we want the Disney experience. The non-Disney hotels have never so drawn us to make us willing to switch sides.

The reason the FS is a game-changer is because the level of service--at least traditionally, maybe they flop with this one who knows--is so excellent that you are going to finally see guests who are otherwise wiling to "lock in" to the Disney hotel experience finally being willing to decamp and go over to the FS. Especially given its on-site location. There are very few hotel chains that are that good but I think FS is one of them.

Like I said in my other post, this isn't a sure thing -- I think the FS is going to have to demonstrate that they've sufficiently integrated into the Disney ecosystem vis-a-vis transportation and benefits and also that the property has some whimsy and isn't too staid given people's mentality when they're down at WDW -- this isn't a conference in NY or even a tropical vacation in Bora Bora, you're here for magic/fun of a very specific variety. But if they can do that, they're going to get some loyalty switching for sure.

Wow...you hit exactly what I was thinking about this new resort on Disney property. If we are going to pay for Deluxe prices we want it to be a Disney Resort for all of those tangible and intangible things you want when you go to Disney. It's different than any other vacation destination and what we want from a Disney vacation is quite a bit different than from a "beach vacation"(for example).

We have stayed at Deluxe properties on our last two visits(Boardwalk Inn and Polynesian), and the only reason we pay those expensive rates are because of the location and immersion in Disney Magic. When we go to Disney we like to stay in that "magic bubble".

BTW...we liked staying at the Boardwalk every bit as much as the Poly. I think the Epcot Resort area is on par with the Monorail Resorts.

Regarding the GF...we took several walks over to the GF while we stayed at the Poly and can understand why it's your "go-to" resort.

 

[Planogirl]

Wow...you hit exactly what I was thinking about this new resort on Disney property. If we are going to pay for Deluxe prices we want it to be a Disney Resort for all of those tangible and intangible things you want when you go to Disney. It's different than any other vacation spot and what we want from a Disney vacation than what we would want from a "beach vacation".

We have stayed at Deluxe properties on our last two visits(Boardwalk Inn and Polynesian), and the only reason we pay those expensive rates are because of the location and immersion in Disney Magic. When we go to Disney we like to stay in that "magic bubble".

BTW...we liked staying at the Boardwalk every bit as much as the Poly. I think the Epcot Resort area is on par with the Monorail Resorts. We took several walks over to the GF while we stayed at the Poly and can understand why it's your "go-to" resort.

I've talked to some who don't put as much value on the Disney bubble and prefer luxury to theming. I imagine that the Four Seasons will do quite well with that type of traveler.

 

[ArthurKing1220]

I've talked to some who don't put as much value on the Disney bubble and prefer luxury to theming. I imagine that the Four Seasons will do quite well with that type of traveler.

I think that's a pretty niche group. When we're looking for a pure luxury experience there are a million places we'd go before Orlando. When we're in Orlando we're there for the Disney experience. That said, I'm not doubting what you're saying -- just suspicious of how big a group that might describe.

 

[lockedoutlogic]

I think that you might be surprised at what even true luxury hotels do at times. But I added the smile thinking that it wasn't likely for this one.

ETA: Just for fun I checked on some dates when we might come to Orlando this fall. The GF is $506 and the Four Seasons is $409. Interesting.

I guess you never know...but demand inside Disney property is never really "bad"

 

[Planogirl]

I think that's a pretty niche group. When we're looking for a pure luxury experience there are a million places we'd go before Orlando. When we're in Orlando we're there for the Disney experience. That said, I'm not doubting what you're saying -- just suspicious of how big a group that might describe.

Me too. However the local luxury hotels must attract enough to allow even more luxury rooms to be built. We shall see.

 

[lockedoutlogic]

In our view, the GF is the Disney flagship. Before the FS, we didn't see anything on site that could compete. Now, with the FS coming, we definitely see a competition happening. Like I said, we think the FS service is world-class; but when we're in Disney, we are looking for a very particular sort of experience and "magic" and integration which the GF has delivered in the past, even if not like a FS. The point being what matters when we're in WDW is different than if I'm in NY or DC etc.; so the GF and FS are both in the conversation for us--and I imagine many others. Disney may be aware of that and respond vis-a-vis what it does at the GF. Or not. We'll have to see. Have a nice evening.

I can see your point for what it's worth...

I just contest this notion that somehow you're getting "more magic" by paying more. It's just scenery...pound for pound staff quality could be better at port Orleans. And that's why I don't like the resort operation and why the four seasons is a recognition of failure by Disney in many aspects.

 

[Planogirl]

I can see your point for what it's worth...

I just contest this notion that somehow you're getting "more magic" by paying more. It's just scenery...pound for pound staff quality could be better at port Orleans. And that's why I don't like the resort operation and why the four seasons is a recognition of failure by Disney in many aspects.

I've been frankly unimpressed by the Grand Floridian since we were at the hotel that it was modeled after. The original is old and creaky but I love historic properties and the Grand Floridian just doesn't seem to feel "real" any more. However we used to stay at the Polynesian and I can understand the allure. It's not luxurious but it is fun and the location can't be beat.

 

[ArthurKing1220]

I've been frankly unimpressed by the Grand Floridian since we were at the hotel that it was modeled after. The original is old and creaky but I love historic properties and the Grand Floridian just doesn't seem to feel "real" any more. However we used to stay at the Polynesian and I can understand the allure. It's not luxurious but it is fun and the location can't be beat.

Just to give you a contrasting point of view -- or I guess actually it's kind of the same point of view when you think about it -- we feel the same way about the Poly. We stayed there once; we thought it was fine (and has a nice location relative to the TTC) -- but could not for the life of us understand the hype that people give it. Having spent lots of time on various tropical "paradises," it was hard for us to stop comparing it to the "real thing."

I think the lesson here is don't go to the real place to keep the purity of the Disney experience.

 

[Planogirl]

Just to give you a contrasting point of view -- or I guess actually it's kind of the same point of view when you think about it -- we feel the same way about the Poly. We stayed there once; we thought it was fine (and has a nice location relative to the TTC) -- but could not for the life of us understand the hype that people give it. Having spent lots of time on various tropical "paradises," it was hard for us to stop comparing it to the "real thing."

I think the lesson here is don't go to the real place to keep the purity of the Disney experience.

That is so true! I have never been to a true tropical paradise and I can well imagine that my viewpoint would change. I plan to change that in the next few years and then I'll have to be happy at AKL. I don't plan to go to Africa so I should be OK.