Not that impressed with the Dolphin

I know that there will always be a 50/50 split on every resort.

We spent 12 days at the Dolphin just after the 911 attack.. I now have a problem, because I don't want to stay anywhere else, but the Dolphin..
Our rooms were spotless, the CM's were the Best, the transportation was the best. The buses were always there and we always had a seat.. Yes the pool was cool but we could live with that..

we are taking our 5 kids in early May 2003 and we would do anything to stay there again, but this time we would need 2 rooms and I don't think we can swing it..even with the reg. person discounts. I'll tell you we loved the Dolphin so much that it will be hard to go to the values or moderates..We have stayed at all the moderates and one deluxe.. I'm not knocking the values and moderates they too were wonderful. They just didn't give us that "Oh my Gosh, can you believe this Place" feeling.. I am Greatful for the once in a lifetime that we got to have at the Dolphin.. And believe me, the Boardwalk area was the icing on the Cake!!

Hey, I'm sounding like a comercial for the Dolphin/Swan..

When we go I made the kids promise that they will go with me to the Dolphin so I can show them the Splender of this Massive Beauity!!

Chatty
 
Chatty...check out the new Starwood thread...affording it again is easier then you think...even with two rooms...
 
Chatty: I agree with Jen..we just stayed at the Dolphin during a peak April vacation week for the same price that my sister paid for a moderate- POR...

Now, as you know, S/D does not have the inexpensive food courts that values or moderates do, (but with Disney Club there is 20% off all dining) and that was my sister's main priority in not switching to the Dolphin, with small kids I can understand this decision.

I'm sorry for the original poster's adverse experience.
-----------
Joanne
 
Just as an FYI ... when we stayed at the Dolphin and had so many problems, I talked with the hotel management staff on two separate times. Both times they said, we will look into it. Never changed anything the entire couple weeks we were there. Before leaving I than asked to talk with the General Manager who couldn't be found. When I got home I wrote a letter and got a lukewarm response to my concerns.

I, too, agree that you should ALWAYS let management know when something is wrong. But, what upsets me most is when you do take the time to let them know and then they act as if it doesn't matter... that is a very poor reflection on the overall resort management team.

From what I've read since my trip ... five years ago, it sounds as if some things have changed. That is great. It is just after such an experience one doesn't really want to chance it that things will be okay. And, we too like the food court concept. It just is a better fit for us.
 

Thanks to all! You Guys are so sweet to reply...

Chatty (Nadine from Michigan)
 
Chatty....As Jen and Joanne (The Two Reigning J's of Starwood perkdom!) suggested, the Dolphin is clo$er than you think! The rewards SPG program, and AMEX, etc.--can make your DREAMS come TRUE! :D

dcedwards...sorry for your troubles, but the current management is not the same as when you visited the Dolphin. Also, the corporate owners are not the same. Presently, Starwood owns the Dolphin. When you visited, it was under the rule of Sheraton Corporation. You should visit again, as all has improved with the guidance of Starwood. ;)

P.S. Thanks for the kind words Tiffany...I wish you and your family a memorable and magical visit! :D
 
Thanks Dreamflight99, I will find a way to get there!! I start my quest bright and early tomorrow morning...

Chatty
 
Dreamflight 99 -- you are right...it was a Sheraton then. It is just hard to get past the bad experience and memories of what happened ... to give the property another chance -- even though I now know it is under different management.

Especially when I've been reading similar comments about the trays in the hall, etc. Perhaps one day we might give it another try. When I first started looking at going to Disney (more than 10 years ago) the Dolphin was one of the first that I picked out. And, then to have the experience we had ... well ... I guess that is why it is so important for properties to make good impressions on guests - the first time ...those impressions last a long time.

But, the location is wonderful.
 
To clarify - the Swan and Dolphin are still Westin and Sheraton hotels, but they have a new "parent" in the Starwood corporation. Just as airlines have frequent-flyer programs with numerous "partners" to encourage customer loyalty - so do the major hotel chains. Starwood Hotels and Resorts includes Sheraton, Westin, Four Points, W Hotels, Luxury Collection, and St. Regis: www.starwood.com
 
Hi Nancy;

Starwood Corporation literally "Owns" all the Sheratons/Westins/Etc. They acquired these through a lengthy acquisition/takeover, (majority of stock) and part of the negotiations contained the "BRAND retention" Of the properties. Many companies "purchase" other businesses, and keep the former BRAND name-thus maintaining the Strong customer base. Professionals even sell their business based upon this "customer data", including all patients and customers in the sales transaction.

The Starwood Corporation, retained the names of these former "chains" (Sheraton/Westin/etc.) to induce familiarity and loyalty among frequent travelers. If the resort's names were changed to "Starwood", occupancy may/would likely drop. Most persons do not embrace "change", especially in the resort industry. Starwood has "Partners" in the sense it is a foreign conglomeration of "silent partners", all coming together with the big $$ to acquire these former companies. Sheraton Corporation no longer exists as an entity by itself, nor does the Westin Corp. Even my shares of Sheraton Stock changed. Starwood has "Partners" with the Airlines, and rental car companies...where it shares it's base of SPG members (in points trading/processing). When Starwood acquired these companies, many "down-sizing" and corporate re-structuring effects took place. I believe is has greatly improved these resorts, and look forward to a long association with the Starwood Resort Corporation. ;)

This acquisition also explains the removal of all things "Sheraton" from the Dolphin (& other Sheratons) resort...from the napkins, right down to the little 24 hr.T.V Sheraton Promo "Ces't Si Bon" (Which I adored!). Now, it's the STARWOOD 24-hr. T.V. promo you'll find @ the Dolphin, (and probably the Swan too).

*The following Company Overview is excerpted from the Company's 2000 10-K. A full copy of the 10-K is available via the Investor Relations section of this web site, choosing the "SEC Filings" banner button.

Starwood is one of the world’s largest hotel and leisure companies. The Company’s brand names include Sheraton®, Westin®, The Luxury Collection®, St. Regis®, W® and Four Points® by Sheraton. Through these brands, Starwood is well represented in most major markets around the world.

The Company’s hotel and leisure business emphasizes the global operation of hotels and resorts primarily in the luxury and upscale segment of the lodging industry. Starwood seeks to acquire interests in or management rights with respect to properties in this segment.

Competitive Strengths

Management believes that the following factors contribute to the Company’s position as a leader in the lodging industry and provide a foundation for the Company’s business strategy:

Brand Strength. Starwood believes that it has strong brand leadership in major markets worldwide based on the global recognition of the Company’s lodging brands. The strength of the Company’s brands is evidenced, in part, by the superior ratings received from the Company’s hotel guests and from industry publications. For example, Starwood was designated as the "World’s Best Global Hotel Company" by Global Finance magazine in their September 2000 issue. Also, for the second year in a row, Westin was named number one in the upper-upscale category of Business Travel News’ 2000 Survey of Top Hotel Chains. With the Company’s well known lodging brands, Starwood benefits from a luxury and upscale branding strategy that provides strong operating performance from new customer penetration and customer loyalty. During 2000 and 1999, Starwood converted five and six, respectively, of its owned hotels, which had been operated on a non-branded or non-proprietary-branded basis, to proprietary brands owned by the Company. These conversions have enhanced and expanded the Company’s global presence and brand recognition. In 2000, the Company also added an additional 76 hotels with approximately 17,981 rooms to its branded hotel system. In total, approximately 1,327 rooms were added to its newest brand, W. The W San Francisco recently won Hospitality Design Magazine’s 2000 Gold Key Award as best in the "Lobby/Reception" category and was a finalist in the "Guestroom" category.

Frequent Guest Program. The Company’s loyalty program, Starwood Preferred Guest® ("SPG"), was awarded the 1999 Hotel Program of the year by consumers via the prestigious Freddie Awards. SPG, despite being the newest hotel loyalty program in the industry, also received awards for Best Customer Service, Best Web Site, Best Elite-Level Program and Best Award Redemption. SPG, deemed unique in the hotel and leisure industry for its policy of no blackout dates and no capacity controls, enables members to redeem stays when they want and where they want, a feature not offered by competitors.


While Starwood focuses on the luxury and upscale portion of the full-service lodging market, the Company’s brands cater to a diverse group of sub-markets within this market. For example, the St. Regis caters to high-end hotel and resort clientele while Four Points by Sheraton hotels deliver amenities at more affordable rates. Management believes that the diversity of the Company’s brands and customer base reduces the likelihood of competition for customers at any one of the Company’s hotels from other hotels within its portfolio. Instead, management believes that this diversity serves to increase the Company’s market share within markets where Starwood operates more than one brand.
 
I agree with Lisa that alot can change in five years. I forwarded this thread to both Starwood Corporate and the Dolphin Concierge yesterday around 11 a.m. est to gauge how quickly responses could be heard. I thought I'd include them here.

From the Dolphin
RE: Feedback Form - Concierge / General Comments
Date: 5/17/02 2:52:07 PM Eastern Daylight Time
From: kmontalvo@swandolphin.com
To: Jen80370@aol.com
Sent from the Internet (Details)



Dear Ms. Clark,

We appreciate the time you have taken to forward your concern.

All the cast members at the Walt Disney World Swan and Dolphin strive on a
daily basis to provide the best possible service to all of our guests. It
is with valuable guest feedback that we are able to improve upon the
services we provide to our guests.

Enjoy your stay at the Walt Disney World Swan and Dolphin. We hope we have
the pleasure to welcome you and your family back to our resort in the years
to come.

Magically yours,
The Cast of the Walt Disney World Swan and Dolphin


and this is from Corporate:

Subj: Re: General Comment
Date: 5/17/02 6:30:24 PM Eastern Daylight Time
From: starwood.preferred.guest@starwoodhotels.com
To: jen80370@aol.com

To: Mrs. Jennifer Clark

Dear Mrs. Jennifer Clark :

Thank you for your recent e-mail message. We appreciate the time you have taken to share your comments.

We have forwarded the link provided to the attention of the hotel's General Manager where it will be reviewed.

Once again thank you and we look forward to having you with us in the future.

Best regards,

Kelly Riley
Specialist, E-Communications Department
Starwood Hotels & Resorts Worldwide

Please note both responses were sent the same day.

Happy Saturday!
 
Yes, Starwood "kept" all the Brand names after acquiring these props...(Very wise move indeed). I recall reading about the acquisition in the W.S. Journal, as it was occurring. It was NOT friendly/cordial at times...bordering on "Hostile", as Sheraton was a bit in the RED and needed the "bail-out" Starwood's INC-Power could provide. Most of the staff at the resort were worried they would be "Axed" during the post "take-over" period, and benefits, etc. would be adversely affected. NOT SO...Starwood has created a stronger team, and most of the associates remained throughout the transition. Kudos to Starwood...for upholding character and dignity throughout these purchases (Lot$ & Lot$ of $$$ involved here...). So, in theory, there is no Sheraton or Westin anymore...Only Old Brand Ghost names for STARWOOD INC! Ghost names we associate with, and feel comfy lodging in...but Ghost names, irregardless. ;)

dcedwards...I so wish you would give the Dolphin another try. You may be pleasantly surprised. The trays in the hall are not present during my (near month-long) stay! I have seen them, as I have in every other resort which offers Room Service, but they are gone when I return. The Dolphin is a HUGE property, full of persons ordering Room Service. The room service staff has NO way of knowing "when" the trays will be placed in the hall. They check periodically, or when they pass by with another order. All in all, they do an astounding job of keeping the place clean & clear of food trays, etc. I understand your trepidation, and the lasting impressions you struggle with. Yet, Life is a never-ending adventure...where we face our fears to experience the greatest of joy. Don't ever fear those mountains in the distance...for they are really only cinderblock and steel pyramids with Dolphin Fish floating fancifully atop! :D

Jen (Ms. Jennifer Clark, ahem), GREAT JOB and rapid results from your efforts. I agree with you girl, nothing gets accomplished or changed by remaining silent. SPEAK-UP/SPEAK-OUT! After all..."Home of the Brave, land of the Free"!! That's us! Now, keep track of all the trays you see during your stay to report an update on this issue. Thanks for the insight Jen. :)
 
but in the big picture this is a week out of your life - a vacation - move on, get over it, and enjoy Disney World.

again EXCUSE ME but I had a wonderful stay at the Swan....maybe you should wipe off those reading glasses Dear.


and like pooh6890 no hurt feelings here also I have no feelings towards you at all.





Mal
 
My family (myself, DH, DD-age 10, DS-age 4) stayed at The Dolphin 3 weeks ago. We had a very nice time. :)

The staff were warm and friendly--always!
The room was clean.
The view was 'to die for'....watched the EPCOT fireworks each evening from our balcony.
Having Tubbi's downstairs was a life-saver! :D
The pools were fabulous!
We did not notice any 'convention problems'.
The bus service to/from AK and MK was impecable! We never waited more than a few minutes for a bus from The Dolphin, and a bus was always waiting for us when we left the parks.
The boats to MGM and EPCOT were always on time too. Never had to wait long. And the ride itself is very relaxing.

The only 2 'negative things' that stand out in my memory are:
One bed had a wild spring on one side, so DH and took turns sleeping on it. I agree that the beds need to be replaced.
And there was a beer bottle near the ice machine that sat for a day and a half. Neither of which would keep me from staying here again.

I would just like to add that if I had a bad experience somewhere it would take me a long time (if ever) to go back. Especially when there are so many other choices. And I agree that everyone will have different experiences and different opinions....this is what makes sharing information so fun and important. :)
 
That's how to take the proverbial "bull by the horns" or would it be the "Mahi Mahi (Is it a Dolphin?) by the fin?" :p

The fact that the corporate office has forwarded your link to the Dolphin's General Manager is an indication that the customer's voice matters and WILL be heard! If any of us were the GM of the Dolphin, we would absolutely want to know what customers were saying about our property, because we would know that there is mega hotel/resort competition in this area. As such, we would want to fine tune our resort to its pinnacle. Please let us know if the GM responds.

I hadn't mentioned this before, but when I last spoke with our reservations "angel" at the Swan/Dolphin, she informed me that one of the Swan/Dolphin Managers is a member of the DIS and posts regularly!!! :eek: Soooooo, the messages here may be getting to the right people quicker than we think! :smooth:
 
My money is on the elusive Mr. SwanDolphin. He used to post regularly when I first signed up. He then became more of a "behind the scenes sprinkler of pixie dust." If you search through posts from mid to late '01, you'll find him. Haven't heard hide nor hair lately though. I'm sure they are checking these boards though. It would be an invaluable (and free) tool for gauging customer service and satisfaction. So, Dolphin muckity mucks...good morning to you too...job well done!
 
I really don't understand how my initial posting has gotten so many people upset. It was just a trip report. Just letting people know what our experience was. Funny how if I post a glowing report about Boardwalk or Wilderness Lodge it doesn't get 1/2 the response that this posting has. Not everybody can have a great experience at the Dolphin everytime. Just like everyone probably doesn't have a great experience at any other hotel all the time. But, as I'm sure you've read what other people besides myself have posted, certain things are just not acceptable. Who wants to smell a breakfast or dinner tray that has been lying on the floor of the room next to yours for 4 days??? that's disgusting. Sorry, that 's just how it is. Also, isn't that a health violation or something? It's what ever it is it's gross.
 
Disneychic: I agree that would be gross - but that did not happen during our the week we spent at the Dolphin last month! Did you call housekeeping to ask that the tray be picked up? Just goes to show you how different people can experience different vacations in the same resort:D ! Again, we found the Dolphin to be immaculate!:)
 
As a moderator of this forum I'm getting tired of everytime a posters has anything negative to say about the Swan and Dolphin the responses seem to always be extremely defensive.

I for one am tired of people being made to feel that the experience they had and thier opinion is not valid.

Yes, we know there are some of you who could write a book about how everything works at the S&D.

About which room is perfect for the elusive view of ????.

About the first name of each individual who works there.

But in all honesty not every traveler has been to S&D a dozen or more times, or in my case do not really believe it should be necessary for me to call and complain about (For example) food trays / carts left for days in the halls.

If this 5 star resort cannot take care of these things without being reminded, I believe people have a right to say that they are upset about it.

There has got to be a change of the way people "defend" the S&D here. Nearly every person who posts a negative is made to feel that they are wrong, or thier opinion does not matter or is invalid, or that they are being belittled because of what they posted.

Please re-read what you write from the prospective of who you are targeting and if needed - learn to use the back button.
 















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